Let's Hear It for Amazing Customer Service!

If you've read my blog, well, ever, you'll know that I am always highly recommending the Skechers brand because of their durability vs. price. I've said a million times over that they are one of the few brands where I really feel like I'm getting excellent value for my spending money, as both my and the rest of my family's shoes are usually outgrown long before they are worn out. In fact, we've never in ten years had a problem with Skechers ever.

I was significantly surprised when a pair of Skechers Shape-Ups - their premium priced "fitness" shoe - split on me right down the side seam. I had only gotten them in December and I don't wear them on a daily basis. We have a Skechers store not far from our house, so when I stopped in there to pick up a casual summer sneaker, I figured I'd ask if there was any potential warranty at all. They were very nice about it and suggested I contact customer service to see if I could send them in. Of course, I promptly forgot to do this for another two weeks.

Eventually I did, in fact, remember to contact customer service. As usual, I remembered at around 3 am so I figured the easiest thing to do was send an email.  I received a prompt response the next morning with an address to mail the sneakers to, and instructions to include a short note explaining the problem, and that it could take 4-6 weeks for a response.

Now, my biggest problem was this: I received these shoes as a gift from my mom who lives in another state. I had no idea what date or from what store they were purchased, just that I received them in December. I contacted my mom to ask, but she said the receipt was long gone. I sincerely did NOT expect anything, realistically, back from Skechers at all. These were six month old shoes that I didn't know where or when they were purchased. But still, I figured taking a chance spending the $8 to ship them, on a small chance of replacement, was better than throwing away a $150 pair of shoes.

So, off they went, the first week of June. I sent a letter explaining the whole situation, and made notes of where the flaw was. I included an email address and contact number (as well as my mailing address) in case there were any questions. I gave specific instructions not to return them if they couldn't be fixed, as it wasn't going to be worth shipping both ways plus a fee to have them repaired locally. Weeks went by and I heard nothing, but again, this was as expected really.

You cannot imagine my complete shock when today, a brand new pair of Shape-Ups arrived from Skechers in the mail! An exact replacement of my originals, factory packed and just perfect. I sincerely feel that they went above and beyond for me, and I will say they definitely have a loyal customer for life now.