As I am writing this I still feel very disappointed with my recent purchase at a highly recommended online store – Kiss & Tell.
I ordered this beautiful peep toe nude pump for RM99 after confirming the size with the seller. I was even given a RM10 discount for subscribing to their newsletter. And the best part? PosLaju is free too. Customer service was also top notch. The shoe delivery was delayed unexpectedly and the seller took the initiative to drop me an email on it which I am fine. All is still good until I received the shoe today.
The first thing I notice as soon as I took the shoe out from the box is this.
The bottom of this “new” shoe seems dirty and scratchy. It seems like someone has been wearing it? Even shoes on display at Vincci which has worn by countless people doesn’t even look as bad as this!
My lovely surprise doesn’t just end there. The glue for the insole is all loosen up. Normally this condition only happen when (1) the shoe has been kept for too long so the glue has dried up, (2) it has been worn too long which is not the case as the color of the insole is still pretty new.
More weird things.
As far as I know the shoes at Kiss & Tell are all their own OEM brand which means the shoe box and the stamp on the inner sole will bear their name Kiss & Tell. What’s weird is I find a Kiss & Tell stamping on one side of the shoe which has faded while…
A stamp bearing the name “Pixels” on the other side of the shoe which has faded too. That could only mean that there’s 2 version and I was given a mix and match of both. After one disappointment and another, I am officially majorly disappointed. Not sure if there’s such word but heck I’m not in the mood to find the right grammar or vocabulary.
And of course I snap photos and email the seller. Below is our email conversation.
What a reply and bummer!! Seller claimed that the shoe is new but its at a boutique therefore it has been tried on. One thing I learnt from years of online selling is YOU DON’T SEND YOUR SOLD PRODUCT THAT ARE IN WORN CONDITION. IF YOU MUST (PERHAPS LAST PAIR), THERE IS A RESPONSIBILITY TO INFORM THE BUYER INVOLVED.
The store offer exchange and I strongly think I DESERVE an exchange because the seller sent me a faulty shoe, not me. But then she insisted to send her back the shoe for repair. Now the thing is, I read about the exchange policy on the website. It said that buyer will need to bear the cost of sending back and resend. So meaning I will need to pay 2 times of postage WHICH I THINK I DON’T DESERVE AS I DIDN’T SCREW UP. I didn’t want to bear for repairing cost because obviously its obnoxious for me to do so and seller offered to repair. And I think its not making any sense to send the shoe up and down just for repair so I ask for repair cost reimbursement, which seller refuse.
Then seller offered to pay for the postage to send the shoe back to me after repairing so meaning I will need to bear the postage to send the shoe back to her WHICH I THINK IT’S NOT SUPPOSE TO BE BEAR BY ME. And the next thing I know seller decided to refund to me and told me to keep the shoe. Honestly I felt offended hearing that. Since when I ask for refund? All I requested for is for her to reimburse back to me the cost of repairing. I am not the kind of person that will argue just to get a refund AND keep the shoe. If I want to do that I have already done so at the beginning of the email! Obviously I wanted the shoe!
I am not sure if her reply after that was the truth but I have yet to reply her. Who will have the time to read all their stockist details seriously? I’m so tired of all this shit seriously. I don’t need this.
What do you think I should do?
Update 5th July 2013 – After cracking my head for a full day I couldn’t find a better solution on this issue as seller refuse to reimburse me the repair cost (what I wanted) and I refuse to send her back the shoe for repair (what seller wanted). Therefore I have decided to take on all your comments and suggestions to take the refund and keep the shoe. I received my refund yesterday night which is not long after I gave my bank details. Seller also apologize repeatedly for the inconvenient caused, which I appreciate very much. Thank you all for the suggestions. I do hope there is a better solution to this than refund. Sigh.