COMPLAINT : DNA Footwear @ 5th Ave..... Terrible experience!
I'm one of those people who understands that customer service is not #1 here in NY. I get it. BUT, I just experienced some of the WORST customer service and store policies at DNA Footwear on 5th Ave in Park Slope!
Here's the story..... you tell me what you think!
So a good friend is in town from Philly, making her last visit before moving to Austin in a matter of days. We walked around Park Slope for a bit, and wandered into DNA to check out the shoes. She found some on sale and purchased them for $70 + tax. She wore them for the remainder of the day, or at least tried to. 3 hours in, one of the leather straps broke in half, deeming the shoes unwearable.
As soon as we were back to Park Slope, she went right back to the store to return them. Because my friend is moving across the country soon, she requested a full refund, she did not want to risk $70 on another pair of faulty shoes. The woman helping was actually friendly, and said unfortunately they only offer store credit for returns (which by the way was nowhere on the receipt and not posted in their store, and not verbally expressed to my friend upon purchase.) Of course my friend doesn't want store credit, because she doesn't live anywhere nearby and won't be able to purchase shoes from any DNA store, she also was unable to find other shoes that she would prefer to purchase. So, the friendly store woman offered to speak to her boss on her behalf to see if he would make an exception because the shoes were poorly manufactured, and because my friend is unable to use any store credit, she promised it would be resolved by the end of the day (yesterday, 7/12). My friend called to check in a couple of times, and was told that "the owner should be in the store in an hour to look at the shoes..." My friend was very patient, and returned again to the store before it closed for the evening to determine what she could do. The friendly store woman was still there, who suggested they send the shoes to the larger store in Chelsea, where the manager would see them in the morning. My friend agreed, and got all of the store woman's information, as well as the Chelsea store information to get in touch with in the AM (which is now today 7/13).
- keep reading, the story's almost over -
She calls the Chelsea store in the morning to speak with the store manager regarding the return. At this point, we realize that the managers / store clerks can not make any decisions regarding returns and they are only authorized to provide store credit, so my friend asks to speak with the owner... he, of course, is "in a meeting" and is only reachable via email. The gentleman in the Chelsea store, though, seems to have no concept of customer service. He doesn't offer to help facilitate speaking to the owner, doesn't offer any options, and the company will not offer any feasible option for an exchange, only gives her the owner's email address with no other form of direct contact. Remember, my friend is visiting from Philly, and moving to Austin in a few short days. She's supposed to catch a bus to return to Philly in 1 hour, so walking away with no shoes and no refund isn't going to work. The gentleman at the Chelsea store suggested that she go to one of the stores and get some shoes, as her only option. No talking to the owner, no exception for any reason including the broken shoe, no other options even for someone out of state. So, basically, my friend is out $70 with no options.
Here's their policy (again, not posted anywhere - this is only learned from speaking to the employees regarding the return) : any return will be exchanged with store credit, which can be used in any of the stores in NYC only, and can not be used towards a purchase through their online store.
What do you think? Fair? Policy is policy - no exceptions?
I guess I'm just frustrated because no one would even offer a valid option for her. I know policies are there for a reason, but come on! I whole-heartedly would LOVE to support this local business, but it's tough when they seem to have no fair options for her. Think about a purchase from a larger shoe company, if they don't offer full refunds, at least there would be an option for store credit to use online (from NYC, Philly, Austin, anywhere!)
In my opinion, DNA footwear can go bankrupt! Move on out of the Slope and make room for a better local business to grow!
Here's the story..... you tell me what you think!
So a good friend is in town from Philly, making her last visit before moving to Austin in a matter of days. We walked around Park Slope for a bit, and wandered into DNA to check out the shoes. She found some on sale and purchased them for $70 + tax. She wore them for the remainder of the day, or at least tried to. 3 hours in, one of the leather straps broke in half, deeming the shoes unwearable.
As soon as we were back to Park Slope, she went right back to the store to return them. Because my friend is moving across the country soon, she requested a full refund, she did not want to risk $70 on another pair of faulty shoes. The woman helping was actually friendly, and said unfortunately they only offer store credit for returns (which by the way was nowhere on the receipt and not posted in their store, and not verbally expressed to my friend upon purchase.) Of course my friend doesn't want store credit, because she doesn't live anywhere nearby and won't be able to purchase shoes from any DNA store, she also was unable to find other shoes that she would prefer to purchase. So, the friendly store woman offered to speak to her boss on her behalf to see if he would make an exception because the shoes were poorly manufactured, and because my friend is unable to use any store credit, she promised it would be resolved by the end of the day (yesterday, 7/12). My friend called to check in a couple of times, and was told that "the owner should be in the store in an hour to look at the shoes..." My friend was very patient, and returned again to the store before it closed for the evening to determine what she could do. The friendly store woman was still there, who suggested they send the shoes to the larger store in Chelsea, where the manager would see them in the morning. My friend agreed, and got all of the store woman's information, as well as the Chelsea store information to get in touch with in the AM (which is now today 7/13).
- keep reading, the story's almost over -
She calls the Chelsea store in the morning to speak with the store manager regarding the return. At this point, we realize that the managers / store clerks can not make any decisions regarding returns and they are only authorized to provide store credit, so my friend asks to speak with the owner... he, of course, is "in a meeting" and is only reachable via email. The gentleman in the Chelsea store, though, seems to have no concept of customer service. He doesn't offer to help facilitate speaking to the owner, doesn't offer any options, and the company will not offer any feasible option for an exchange, only gives her the owner's email address with no other form of direct contact. Remember, my friend is visiting from Philly, and moving to Austin in a few short days. She's supposed to catch a bus to return to Philly in 1 hour, so walking away with no shoes and no refund isn't going to work. The gentleman at the Chelsea store suggested that she go to one of the stores and get some shoes, as her only option. No talking to the owner, no exception for any reason including the broken shoe, no other options even for someone out of state. So, basically, my friend is out $70 with no options.
Here's their policy (again, not posted anywhere - this is only learned from speaking to the employees regarding the return) : any return will be exchanged with store credit, which can be used in any of the stores in NYC only, and can not be used towards a purchase through their online store.
What do you think? Fair? Policy is policy - no exceptions?
I guess I'm just frustrated because no one would even offer a valid option for her. I know policies are there for a reason, but come on! I whole-heartedly would LOVE to support this local business, but it's tough when they seem to have no fair options for her. Think about a purchase from a larger shoe company, if they don't offer full refunds, at least there would be an option for store credit to use online (from NYC, Philly, Austin, anywhere!)
In my opinion, DNA footwear can go bankrupt! Move on out of the Slope and make room for a better local business to grow!
Comments
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Threaten to report them to the Better Business Bureau. Sometimes it works.
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They're a discount store that is the general policy that I've always seen at these type of stores, everywhere. Seems fair, the run around she got is not, but I would have guessed pretty quickly that the end outcome would be like that and not gone through all the trouble, done an exchange for another brand/style.
Couldn't you take the DNA credit and give your friend money, you'll eventually use it or a local friend will. -
What your friend should do is send an email to the owner stating that she is done dealing with him and she requests his "Department of Consumer Affairs License number". I have used this line a few times and all of a sudden it was "oh why do you need that?" to which I reply "no one here is willing to help so I will be reporting it to consumer affairs". You should also take a picture of the inside of the store that has no notice stating "only store credit".
Also look at the manufacturer of the shoe and send them an email. I did this with a pair of shoes once. The heel on a shoe snapped off and I sent them a photo and a copy of the receipt (these shoes were already 2 weeks old). I told them I did not want those shoes because I was afraid the same thing would happen again. Not only did they refund me the money they sent me a gift card for $100 off my next pair of shoes.
Good luck! -
^ very good advice. I also find "....so that I can report this to the Better Business Bureau after trying to resolve this many times with your store directly" gets their attention.
Also, photocopy the receipt (front and back) if it does not state store policy on returns. -
Stacy has excellent advice, however, know that all this can be time consuming and frustrating (not that it hasn't been already).
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Subject: I'm the friend in this shoe story
I think all the advice given through comments here are great, I wish I took a picture of the shoes but I didn't. and I wish I requested the Department of Consumer Affairs License number.
I didn't know buying a pair of shoes was going to take the last two days of my vacation in Ny from me and turn into a full time job! The biggest problem I see is having only one big boss that can authorize a refund or exchange, it reflects the shady buisnes practices of drug dealing or mafia types... a lot of talk from managers who have no real decision making status and only one big boss who is nowhere to be found can make the decisions. I compared the prices of DNA shoes to other shoe companies and found that DNA does NOT have better prices than Zappos and Zappos has free shipping both ways and 100% refunds no matter what, even if you wear it and it becomes faulty and breaks, no problems as long as it's within 30 days. That simple.
I feel strongly that it is not worth buying a shoe from DNA shoes when you have zero insurance that would prevent you from loosing your hard earned money. Go for a footwear company like Zapos that has way more selection of brands colors and sizes plus has easy returns, exchanges, and full refund policies. If you see a shoe in a window or store of DNA just jot it down and order it for no extra cost plus attached insurance from Zappos. I will never make that mistake again of buying from DNA. Plus think of it this way, it's not a small local store when the owner is so big and shady you will never talk or see him/her. That's bad buisnes no matter what size and not a friendly neighbor that you want around for life because they do not support you back!
My guess is DNA will never reach there dreams and goals as a successful buisnes, they will stay down on the level of a shady local brooklyn buisnes that is better of as a kiosk on the sidewalk. -
That sucks. I agree about calling the BBB. Hope you get it resolved. That;s why I like dealing with well known stores. No hassles with returns or problems.
Their website is not a discount store. Their online returns are strict:
Returns and Exchanges
Online purchases are not allowed to be returned to any store locations; they will be refused upon delivery,
please call -1-888-955-7463 for the return address and to obtain Return Authorization Number. We will gladly accept returns of unworn,
resalable merchandise for REFUND when received by us within 15 days of your receipt of the shipment.
Any returns with No Return authorization number will be refused / or will be subject to a 15% restocking fee.
Shoes must be returned in the original box and must accompany a copy of the original sales receipt.
All returns must be preauthorized. Contact customer service for instructions on how to obtain your RMA#.
Freight charges are not refundable for any reason other than a shipping error on our part.
Please call us to insure your full satisfaction with your order prior to leaving feedback.
We try our hardest to insure your shopping experience with DNA Footwear was a pleasant one. -
Zappos is amazing. One of my favorite stores - online or brick and mortar - anywhere. Their customer service is amazing.
I have received hand-written "thank you" cards from their agents - for a simple $100 purchase.
Returns are no hassle - they ALWAYS do the right thing.
I love that you can keep a pair of shoes in your closet for A YEAR and then return them unworn. This happened to me recently as I broke my foot and while it was healing, I bought a pair of heels that I thought I would be able to wear once I recovered more. Fast-forward 6 months and I still couldn't wear the shoes....since they were still unworn and sitting in my closet........refund! At least I was able to buy something I could wear with the money.
I always check Zappos. As much as I'd like to support local businesses, sometimes great customer service and convenience just wins out. -
Zappos has delivered shoes to me within 24 hours after I placed my order, and with no shipping charge!
They're great! -
booklaw wrote: Zappos has delivered shoes to me within 24 hours after I placed my order, and with no shipping charge!
Seriously. Sometimes you get them even sooner than 24 hours (order at 10pm, get them at 4pm the next day). They upgrade shipping almost all the time to overnight at no charge.
They're great!
They are seriously doing it right. Other companies should learn from them. -
A BBB complaint can be done online very quickly. They contact the commerce, convey the results you expect, and email you back with their response. I took on Bank of America recently and won.
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who buys shoes in this economy? I make my own.
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Flexichick wrote: [quote=booklaw]Zappos has delivered shoes to me within 24 hours after I placed my order, and with no shipping charge!
Seriously. Sometimes you get them even sooner than 24 hours (order at 10pm, get them at 4pm the next day). They upgrade shipping almost all the time to overnight at no charge.
They're great!
They are seriously doing it right. Other companies should learn from them.
Learn something new every day. I ordered 2 pairs of boots from this site, 6PM.com. They were on sale for $19.95 each..one leather, one suede, originally 155.00 each. I think it was a one day special or it was the last day.
For 20.00 I didn't care if the leather was that great so I went ahead and ordered 2. They're weren't many in my size/color left. Turns out the boots were really nice but the taller leather ones were too tight. So I go check out their return policy, actually wanted an exchange, and they don't do exchanges just refunds. I read they only get overstocks, discontinued stuff and turns out they are affiliated with Zappos. You don't get next day shipping but it was under a week.
Some of the stuff is pretty cheap. The one pair I wanted to exchange are selling for 63.00 now. They also have clothes but I haven't looked at that yet. I just signed up for their daily specials. I'll just give the boots to a GF. -
Hi. Shoe Store Philosophy (or any store almost...philosophy) in New York:
ASK "What is your return policy" and/or look for signs.
Also, if it is not a chain store or department store of national renown I will not buy. I will, however, take down the name of the manufacturer and try the shoe on at the place of purchase and buy online IF it is OK.
Of course, there are some neighborhood stores that will bend over backward but they are usually carrying upscale brands and have a relationship with the companies.
I was burned when compulsively spending on hand bags about 25 years ago. It was more than I had ever spent on a bag and could not...return. There are many stores who look legit (I have worked for a few) but just won't take returns. -
wow cant believe this is all said about a local shop near by, i must say i disagree.....the store is great, policy is abit tuff but its a small business what do you expect???? thank god there here! hope they never leave!!!
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Flexichick wrote: [quote=booklaw]Zappos has delivered shoes to me within 24 hours after I placed my order, and with no shipping charge!
Seriously. Sometimes you get them even sooner than 24 hours (order at 10pm, get them at 4pm the next day). They upgrade shipping almost all the time to overnight at no charge.
They're great!
They are seriously doing it right. Other companies should learn from them.
I once got shoes from Zappos 5 minutes BEFORE I even ordered them.
Seriously, they are that fast. -
A store credit policy is very common, and is often the only option offered for a defective piece of merchandise (i.e. you have to get a working version of the product first before you're allowed to get your money back).
Expect store return policies to get even stricter shortly, as the bedbug invasion in Manhattan causes Bed Bath & Beyond, Victoria's Secret and others to try to block people from carrying bedbugs from home back into the store and infesting the stockrooms. Other retailers will follow. Returns are very expensive to process and the only reason Zappos (and other huge retailers like Amazon/Endless) are so lenient with them is because losing money on them (or not making much profit) is worth the "glow" they get from client satisfaction. But you need volume for that. DNA can't generate that much volume.
And from what I've seen, they don't carry great product, either. I could be wrong, but I will guess that if your friend had bought the shoes from Soula, everything would have been made right immediately. They are a very good small retailer (two storefronts--Smith St. and 5th Ave) and I hope they're making a good enough profit to stick around. -
The customer arrived at the store on Saturday July 10th of 2010 and purchased a pair of low heel Jeffery Campbell casual shoes. The shoes were originally $99.99 but were marked down to $69.99. Taxes are only placed on shoes that are $110.00 and above so the customer’s statement about the additional tax was completely false. Before the purchase was finalized, the customer was told that the item was going to be final sale which means the shoes cannot be returned, exchanged for a new pair or exchanged for a store credit. The receipt was even stamped final sale so the customer was very aware of the fact that the shoes cannot be brought back.
I’d also like to mention that the store policy is anything but hidden. Firstly, the store policy is framed on the store counter by the register for all customers to see. Secondly, if a customer for some odd reason does not notice our store policy, he/she could always ask one of the salespeople and they will greatly explain the policy. And thirdly, each receipt that is given to a customer includes the store policy clearly stated on the bottom. So it’s extremely peculiar that this customer claimed that a store policy was not displayed on her receipt.
The customer returned to the store the next day because the strap of one of the shoes was ripping. The customer approached me and I apologized for the inconvenience and was willing to assist her and solve the problem, although the shoes were final sale. I suggested leaving the shoes at the store so the owner could take a look at it and decide what could be done about the situation. The customer seemed content with the suggestion. I took the shoes, took down the customer’s information and assured her that she will be receiving a call from DNA footwear as soon as the issue is resolved by the owner. The customer however was very impatient with our company. She called the store in Park Slope several times that same day and was inconsiderate of the fact that our company needed more than an hour to sort out her issue. She then returned to the store and demanded that something be done immediately because she was leaving in several days back to Philadelphia and cannot wait for a solution. Being very understanding of her situation, I exchanged the shoes for a store credit after consulting with the head manager that was in our Bensonhurst location at the time. What I don’t understand is why the customer’s friend mentioned Chelsea in her post several times when the DNA Footwear stores are only located in Brooklyn. The customer had the option of using her store credit in any of the 6 stores that are owned by DNA footwear and seemed very satisfied with that.
With that store credit, two pairs of shoes were purchased and she departed back to Philadelphia . She then called again because the shoe she had purchased was too small. Being that we’re such horrible business people, we agreed to exchange the shoe and even ship out the exchanged pair of shoes desired. In conclusion, the customer’s friend that wrote the post embellished the entire story. If our customer service was that horrendous, this customer would’ve never gotten her issue resolved. We are a local business, and we try our best to satisfy people as much as possible. Maybe you’re not satisfied with that, but plenty of others are. -
Azra,
Thanks for posting...I always think there are two sides to these stories...I have shopped at DNA and I was almost positive there were no cash returns but I thought maybe my memory was failing. But you know, everyone wants an exception to the rules made for them. -
Thanks for posting Azra, seriously, your post does make a lot of sense.
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DNA has a great selection of shoes & GREAT CUSTOMER SERVICE. Everytime I enter any DNA location im greeted and taken care of. Great energy in the store & super friendly salesgirls. Store policy is written on the bottom of there receipts and is clearly visible and they inform every customer on there policy. I NEVER HAD A PROBLEM AND I HAVE BEEN SHOPPING HERE FOR YEARS! great store EVERYONE SHOULD DEF CHECK IT OUT! 100% GUARANTEE YOU WILL FIND SOMETHING YOU LIKE. THANKS GUYS! ;]
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the writer of this compalint is really trying to damage DNA Footwears business, he should know what comes around goes around.
Peace -
Better Business Bureau? Consumer Affairs? How about calling 311! That store posts their policy; and WHERE IN THE WORLD does a salesperson read you the freakin receipt about returns? They don't WANT you to return it.
So you had a bad experience. Venting here helps, tis true.
But for every one of you wads whose first response is "CALL THE BBB!!" I suggest YOU are the reason so many retailers are tired of dealing with you. -
I would suggest not buying cheap shoes in the first place? Or if you do, just get them at Goodwill?
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Mamacita wrote: Couldn't you take the DNA credit and give your friend money, you'll eventually use it or a local friend will.
Exactly what I was thinking while reading this story.
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I like pizza.
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