ComplaintsforDrew Shoe

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of shoes from roshommerson.com on January 16th. They were the LACEY White Print narrow shoe. I received the shoes a few days later, and the leather appears to be dry rotted. When I undid the strap to adjust it, the surface of the leather flaked off of both straps. The return slip indicates that I need to pay for return shipping, but because the company sold defective merchandise, I emailed customer service on January 18th and included photos of the shoes, asking for a return shipping label. I emailed again on January 22nd and requested a label, advising them that I would file a chargeback and a complaint with BBB if I did not hear back from them.

  Business response

  02/08/2024

  ***** called back from Customer Service and advised a different email for herself and asked to copy Customer Service on this complaint as well as any future ones. 

  Business response

  02/08/2024

  02.08.2024

  BBB  COMPLAINT

  DREW SHOE/ROS HOMMERSON PURCHASE - SO *****  RO-*****************  $109.97  PURCHASED  01.16.24

  defective merchandise- LACEY 75039-27-N-075  

  It appears that wrong contact information was shared with the customer. This is the first we are hearing about this shoe failure. We are both surprised and disappointed to hear this. This is not typical of our products and we apologize for the inconvenience involved. There is no need to return the product to us. We will offer a full refund for the merchandise plus any applicable shipping she incurred for this pair. 

  We would ask that she take a few pictures of the failed pair and email them to me directly: ******@drewshoe.com and cc: [email protected].

  Assistant Manager, Customer Service

  Drew Shoe/Ros Hommerson

  ******@drewshoe.com

  ###-###-####

   

   

  DATE1/16/2024 START DATE1/16/2024 CANCEL DATE

  PO # WEB ORDER #RO-240116-080903-QOM

  Customer response

  02/08/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  12/16/2022 @5:38pm cashier/ manager ******* ****** Upon entering Drews shoe, I was greeted by cashier/manager, ******* ******. The manager noticed my support animal and advised me that I needed to leave the store immediately, I advised manager that she was my support animal, and that I do have her license. Manager said she does not care that my animal had to go, I attempted to show her the license. She refuse to look at them by holding her arm saying she does not care, and I needed my animal to go because she was not permitted in the store and she was not aware of the laws or support animals. I contacted customer service. I’ve had the retail manager contact me. He advised me that he needed to stop talking to me and that he is not aware of the loss of support animals either. Went in the store manager/cashier got on the phone spoke with someone advising them that woman had a dog in store after getting off the phone manager advice again, ma’am you need to leave the store I Weiser, ma’am I am and I do have my support animal and I need my work shoes. Manager/cashier indicated that unfortunately she was not able to allow me to conduct my business in her store . I attempted to walk around for about two minutes after she yelled out again ma’am you have to leave the store so at that time I went up to her yet again, I put the license in front of her. She refused them and asked me to remove myself from her store. I asked her her name she provided it to me on a written piece of paper as her name. I do have that as well as just the time and date . General manager says he is not aware of emotional support animals or any other type of support animals the laws or anything pertaining to it. I try to read to him the laws on the 88 part that I am provided. He also refused. He indicated he needed to get off the line with me and he would have to escalate. The issue hung up the line.

  Business response

  01/03/2023

  I work in customer service in the Lancaster, Ohio office. I spoke with this customer by phone. I referred her back to the store and to Mr. ****** at the Whitehall location. I was informed that they would be handling the matter and that several customers in the store were startled and hesitant when the dog jumped on the counter and felt the dog was becoming agitated due to the verbal situation. This is not an issue for our Lancaster office to address.

  Please reach out to Mr. ***** ****** at ###-###-####

  Regards,

  ***** ***

  Assistant Manager Customer Service

  ******@drewshoe.com

  ###-###-####

  Customer response

  01/04/2023

  My service animal has been trained  they will never jump on someone’s counter and or cause any issue my service animal goes everywhere that I go I have never experienced this. Even when going back into your store after speaking with ***** I walked into no assistance from your manager/cashier ******* looked at me rolled her eyes through my shoes in a back I said have a great day ma’am her response “I’m not trying to have my words written or told to corporate I said ma’am I am sorry you feel like that it wasn’t personal it’s the law. Each time that I have gone into this store there has never been another customer and or customer’s in the store. Whoin the store. Pull your camera for the days in question. 12/16/2022 @5:38pm cashier/ manager ******* ****** Upon entering Drews shoe, I was greeted by cashier/manager, ******* ******. The manager noticed my support animal and advised me that I needed to leave the store immediately, I advised manager that she was my support animal, and that I do have her license. Manager said she does not care that my animal had to go, I attempted to show her the license. She refuse to look at them by holding her arm saying she does not care, and I needed my animal to go because she was not permitted in the store
  

  Business response

  01/06/2023

  To whom it may concern,
  
  Please find a PDF copy attached of a note and an accompanying gift certificate which we sent to the customer, regarding complaint #********.
  At Drew Shoe Corp we have a history of excellent customer service.
  Drew Shoe Corp is an Ohio footwear company established in 1875.
  We apologized to this customer for any misunderstanding during her store visit and issued her a $100.00 gift certificate, which she has already redeemed in our Outlet Store.
  Thank you for taking time to assist us in resolving this misunderstanding.
  As stated in the attached note, we have reviewed the state of Ohio regulations regarding Service and Support animals, and discussed our employee.
  The customer is always welcome in our store.
  

  Regards
  ***** ******
  Drew Shoe Corp

  Customer response

  01/06/2023

  When returning to Drew Shoe Outlet your representative treated me like trash she was on a personal FaceTime call she was talking to the individual on the other end about myself and as I was standing at her counter to ring up she took a bag roses the shoes in and didn’t say a word as to hi ma’am your total or have a good day. When asking if she was ok she indicated she didn’t want her words to be taken back to upper management. She said she didn’t want to deal with me. I still have an issue with the slanderous accusation that my service animal jumped on your counter, and you had customers in your store. That was a flat out lie and I will not except that.
  
  

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