ComplaintsforTecovas Fine Bootmakers

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 1 pair of boots from the pop-up outlet store in San ****** end of May '21. At the purchase, I was told that the boots from the store carried the same guarantee as from a regular store. Asked twice to be sure. Noticed through Feb '22 that the boot soles were wearing very fast and that the pegs from assembly were now visible, loose, and moving out of their holes. Boots worn 3-ish times per week in an office environment. Sent email 23FEB asking for support, no reply. Full disclosure - I had the purchase date wrong there and corrected in later communication. Called afternoon 24FEB ("********" IIRC) and was told that regular wear means a resole at the 12/18 month ****. I mentioned mine were far earlier and she then began to be doubtful about that wear timeline. After I detailed the state of my boots she offered $50 on them toward restoration or choice to escalate to a team lead. I chose escalate and then was told that a team lead was about to respond to my email. Was asked again if I would take the $50 instead of escalating and I said again to escalate. "******" responded claiming that outlet boots carried no guarantee. When I questioned that, he then claimed miscommunication, then said only outlet boots sold at a discount were not guaranteed (abnormal as there were no full-price boots for sale there, notwithstanding the fact that I was TOLD regular guarantee applies) and then implied I was lying about how much use the boots have seen. I assert the boots were not made to the standard they advertise and that customer service treated this as a negotiation to make me go away. This action is in direct conflict to the customer service promise they make on their website. I ask for either repair to these boots at their cost or replacement of them.

  

  Business response

  03/21/2022

  Hi *****,
  
  
  We do regret any sense of shifting communication around our policies and/or our product. Our intent is always to stand by our product, help wherever we can, and be as transparent as possible. If weve not reached that **** here, we extend our sincerest apologies for that!
  
  We recognize that resoles are an unavoidable part of owning leather-soled footwear and we've done our best to use the highest quality and longest lasting leather for our boots. That said, while customers typically need a resole every 12 months, it's not uncommon for resoles to be necessary as soon as 6 months. The variation in timeframes certainly isn't meant to be misleading, but rather is hard to determine as situations can be nuanced by terrain, frequency of wear and rest, moisture level, and level of care. While **** months is our general window, we understand that everyone's experience *** differ slightly and that some *** need resoles more or less often than others. 
  
  
  All that said, we took another look at the photos you provided. We recognize the angles at which the photos were taken could slightly warp what we're seeing, but we took a closer look at the pegs, specifically, as we know this was your main area of concern. In full transparency, what you're seeing is the result of normal wear-and-tear and should not affect the integrity of the boots. Rest assured, based on your photos, it appears that the pegs are intact and should continue to secure the outsole to the midsole. 
  
  
  With regards to our return and warranty policies, we do our best to remedy issues as quickly as possible and extend replacements for manufacturer defects when needed. That said, while these policies apply to our full-priced items, our discounted/outlet inventory isn't quite as flexible given the nature of the sale. These items are typically imperfect to begin with, so while we aren't able to honor the same exchange and return policies as full-priced merchandise, we're able to offer these items at a discounted, final-sale price in our outlet stores. All that said, while it's unclear where the disconnect was with the associate you spoke with prior, we deeply regret that your experience did not meet expectations.
  
  
  While we do think a quick half-sole reconstruction (i.e., resole) at your local cobbler should get your boots looking like-new, we want to apologize again for the experience you've had with us. We strive to provide the best service possible for all of our customers and lead with transparency whenever possible. 
  
  
  We sincerely hope this provides some clarity on our policies and products and we always wish to help anywhere we're able.

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