JustinK
Participating member
- Location
- Sherrills Ford
I loved how comfortable these boots are. Like a glove out of the box immediately. HOWEVER
I bought these boots in July. They were delivered to my door July 28, 2016.
I started having issues with them the second week of October as far as the leather holding up. I gave them the benefit of the doubt, made some minor repairs and continued on. By the second week of November they looked shredded. I sent them back to Salewa with details of when I bought them, took ownership of them, documented first issues with them, etc, with copies of the sales receipt and tracking information, as well as copies of the interactions I had with store I purchased them from back in October.
Customer service was horrible. Never returned emails without being prompted by a phone call 24hr plus later. I sent the boots out last week. They arrived Monday of this week. After just trying to find out if everything was received correctly via phone call Wednesday, with no answer on the phone. I called twice today with the same results, and finally got a phone call back at 6:48PM EST Friday afternoon stating excessive wear, sorry, you're SOL.
The leather on these was rippable with your fingers, once torn open. They have been rained on once, and other than morning dew, hadn't been wet.
I realize I'm hard on gear. Boots especially but the leather tearing from a broken stick I can only assume? I have no idea what would tear them.
Customer service and standing behind a product goes a long way. Even if you tell me I'm SOL, at least return my calls or email within 24hrs. My better half works in IT incident management and they're asses are handed to them if an email goes unanswered in some way or form, for over four hours. I understand weekends and evenings and holidays. Just let me know what's going on. Let me know what I need to do on my end. Talk to me. Something. I don't want to have to continually chase down CS for a product I bought, even if you don't think it should be warrantied.
I may be out of line, and I'm likely more disappointed that the company handled the way they did, because I loved the boots so much, but damned if I'll pay new prices for something that isn't going to last me, to a company that doesn't make CS communication a priority.
I bought these boots in July. They were delivered to my door July 28, 2016.
I started having issues with them the second week of October as far as the leather holding up. I gave them the benefit of the doubt, made some minor repairs and continued on. By the second week of November they looked shredded. I sent them back to Salewa with details of when I bought them, took ownership of them, documented first issues with them, etc, with copies of the sales receipt and tracking information, as well as copies of the interactions I had with store I purchased them from back in October.
Customer service was horrible. Never returned emails without being prompted by a phone call 24hr plus later. I sent the boots out last week. They arrived Monday of this week. After just trying to find out if everything was received correctly via phone call Wednesday, with no answer on the phone. I called twice today with the same results, and finally got a phone call back at 6:48PM EST Friday afternoon stating excessive wear, sorry, you're SOL.
The leather on these was rippable with your fingers, once torn open. They have been rained on once, and other than morning dew, hadn't been wet.
I realize I'm hard on gear. Boots especially but the leather tearing from a broken stick I can only assume? I have no idea what would tear them.
Customer service and standing behind a product goes a long way. Even if you tell me I'm SOL, at least return my calls or email within 24hrs. My better half works in IT incident management and they're asses are handed to them if an email goes unanswered in some way or form, for over four hours. I understand weekends and evenings and holidays. Just let me know what's going on. Let me know what I need to do on my end. Talk to me. Something. I don't want to have to continually chase down CS for a product I bought, even if you don't think it should be warrantied.
I may be out of line, and I'm likely more disappointed that the company handled the way they did, because I loved the boots so much, but damned if I'll pay new prices for something that isn't going to last me, to a company that doesn't make CS communication a priority.
