ComplaintsforSuperga-USA Direct
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Complaint Details
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Initial Complaint
02/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Purchased a pair of black **** ********* in my regular size because the website states that they fit true to size. The shoes are at least a whole shoe size too large. I originally paid $12 for shipping. To return these and receive my money back, i will need to pay another $12 for return shipping. If i choose to exchange the shoes, they do not charge return shipping. I paid $70+ for a pair of shoes i can not wear and will only receive $46 back if i return them. Paying $24 to try on a pair of shoes is not right when the company states that they are true to size. Customer service didn't acknowledge the incorrect sizing and just copied and pasted their return policy to their email response.Business response
02/15/2024
The Size Chart on the Superga website recommends sizing down 1/2 size. It also provides instructions for measuring the foot and recommends selecting the size that matches most closely to the size in centimeters on the chart. The size chart link and instructions is referenced on each merchandise display page. ************************************************* The return policy is linked to each merchandise page and states the following Note: Initial shipping charges and the $12.00 return shipping fee for returns for refund to the original payment method by mail are NON-REFUNDABLE. *************************************
Customer ***** ***** ordered **** **** sneakers at list price of $70, order #*****. After applying 15% discount code, she paid net $59.50 for the merchandise, and $12.50 for ground shipping. Initial shipping charges are not refundable when returning the product as it has already been applied to ship the product ordered. The $12.00 fee assessed in the return system is to help cover the shipping charges for the return, therefore the net refund would be $47.50. If the customer chooses to exchange the shoes, it is highly recommended to refer to the size chart to measure the foot and order accordingly for the best fit. When requesting a return for exchange, the $59.50 is applied to the new merchandise. If requesting store credit, gift card for $59.50 is issued that will be applied to a new purchase. We are happy to assist the customer input their return for refund, exchange or store credit per the terms of the return policy.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.