Disappointing. It would be most helpful for Footsmart to clarify return instructions on invoice.
Written: Apr 22 '11
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Ordered online with credit card a model of Easy Spirit shoe at Footsmart that I couldn't find in local stores. Shoes arrived and one shoe had noticeable sewing flaw. I used postage label to return shoes with complete instructions about the return describing flaw and request for replacement. Received replacement shoes and found I was charged for the return product postage. I called Footsmart and found that I was SUPPOSED to call them rather than send shoes back with explanation. Nowhere on order form or instructions does it say a customer is to CALL before returning something. I assumed it was sufficient to include my detailed problem and instructions. I now understand that Smart Label returns products to a different location than where order is sent from. However, I would have called Footsmart previous to returning the shoes HAD I KNOWN THAT I WAS SUPPOSED TO. That instruction appears nowhere on the order form or Return and Exchange form. Upon calling Footsmart with my complaint my credit card was refunded additional postage charges. I have learned to NOT use the postage return label as it takes inordinately long to receive the exchanged product. And always call the company - even though their instructions unfortunately don't include that information. I look for online stores where I can get my orders postage free and that is why I ordered from Footsmart in the first place as they had the product I wanted and were offering free postage at that time.
Recommended:
Yes
What product did you purchase or try to purchase? Footsmart shoes
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