Disappointing customer service from tReds

Fuzzy_Duck

I've had my first ever issue with tReds and found their customer service to be a bit lacking...

Basically I bought some shoes from them (size 6) and received a size 8. Sure enough when I tried them on they were obviously two sizes too big so no good to me. The receipt enclosed stated size 6 so I figured I'd have no problem getting my return postage refunded (as it was their mistake) and an exchange for the right size.

I emailed them a few days ago and the next day I received an automatically generated email saying they had received lots of correspondence of late and it was going to take them a while to reply (never a good sign imo as it suggests they have loads of people complaining!)

Got a response from them today saying "sorry we might have sent the wrong size to you". They go on to say that they buy American sizes which are two sizes bigger than UK ones. I've checked their website again and no where does it say that they are American sizes and you have to go a couple of sizes down. I pointed this out to them and added that being a UK customer, and them being a UK site, it's hardly my fault that I assumed I would be receiving a UK size 6 shoe. The shoes are also marked a size 8 so by my reckoning a US shoe would have been marked a size 6 but fit like a size 8.

Seems to be that the packer has simply put the wrong size in by mistake, which is easy enough to do, or been confused by these apparent US size shoes and thought I needed an 8. I don't really care how it happened to be honest, I just wanted them to reassure me that they'd pay my return postage and send me the right size. Instead I have to send them back and they will then decide if they make a mistake.

I think what miffs me the most is that I spend far too much money with tReds and the first time I have a problem they imply that I'm the one in the wrong.

I realise this is merely a vent so to make it a bit more useful I will say avoid buying Dizzy shoes from tReds as they don't seem to have a clue.

Snap-ant

I too had a similar tReds mispacked order, but better outcome

Ordered Crocs but got high heeled wedge sandals :eek:

Rang tReds & they were very nice & sorry & said someone else must have my Crocs. Could I return the wedges & they would refund my postage & despatch my Crocs by 24 Parcel Force?

And credit to them. I instantly got my postage (returned them recorded delivery for peace of mind) refunded. Also my lovely new black Crocs (£18 inc del :T ) arrived the next day

vuvuzela

Fuzzy_Duck wrote: »

I've had my first ever issue with tReds and found their customer service to be a bit lacking...

Basically I bought some shoes from them (size 6) and received a size 8. Sure enough when I tried them on they were obviously two sizes too big so no good to me. The receipt enclosed stated size 6 so I figured I'd have no problem getting my return postage refunded (as it was their mistake) and an exchange for the right size.

I emailed them a few days ago and the next day I received an automatically generated email saying they had received lots of correspondence of late and it was going to take them a while to reply (never a good sign imo as it suggests they have loads of people complaining!)

Got a response from them today saying "sorry we might have sent the wrong size to you". They go on to say that they buy American sizes which are two sizes bigger than UK ones. I've checked their website again and no where does it say that they are American sizes and you have to go a couple of sizes down. I pointed this out to them and added that being a UK customer, and them being a UK site, it's hardly my fault that I assumed I would be receiving a UK size 6 shoe. The shoes are also marked a size 8 so by my reckoning a US shoe would have been marked a size 6 but fit like a size 8.

Seems to be that the packer has simply put the wrong size in by mistake, which is easy enough to do, or been confused by these apparent US size shoes and thought I needed an 8. I don't really care how it happened to be honest, I just wanted them to reassure me that they'd pay my return postage and send me the right size. Instead I have to send them back and they will then decide if they make a mistake.

I think what miffs me the most is that I spend far too much money with tReds and the first time I have a problem they imply that I'm the one in the wrong.

I realise this is merely a vent so to make it a bit more useful I will say avoid buying Dizzy shoes from tReds as they don't seem to have a clue.

You're slightly wrong in the US sizes - their dress sizes are lower than ours for the same fit (ie a 10 over there is a 16 here (approx, obviously) but the shoes are marked higher so a US women's 8 would be a UK women's 6.

Fuzzy_Duck

Snap-ant wrote: »

I too had a similar tReds mispacked order, but better outcome

Ordered Crocs but got high heeled wedge sandals :eek:

Rang tReds & they were very nice & sorry & said someone else must have my Crocs. Could I return the wedges & they would refund my postage & despatch my Crocs by 24 Parcel Force?

And credit to them. I instantly got my postage (returned them recorded delivery for peace of mind) refunded. Also my lovely new black Crocs (£18 inc del :T ) arrived the next day

:rotfl: Oh dear! I'm hoping I just got a narky customer sales representative and the people processing my exchange will be kinder! That's a good idea though sending recorded delivery. I was going to go for second class with proof of postage but it's probably best to play it safe!

Snap-ant

Good luck ♥

Fuzzy_Duck

vuvuzela wrote: »

You're slightly wrong in the US sizes - their dress sizes are lower than ours for the same fit (ie a 10 over there is a 16 here (approx, obviously) but the shoes are marked higher so a US women's 8 would be a UK women's 6.

Thanks for this, American sizes give me a right headache!

Snap-ant

On my Crocs (size 7) are the US sizing M (men) 7 & W (women) 9.

Fuzzy_Duck

Snap-ant wrote: »

On my Crocs (size 7) are the US sizing M (men) 7 & W (women) 9.

Thanks for this, I've been buying from tReds for years now and have never received an American shoe size before!

I wouldn't care what size they had on them provided they fit, but they're definitely too big.

Problem is I doubt I can prove it so will probably just have to stump up two lots of postage- I'm wondering whether I should just give up and buy elsewhere as even then I'm not convinced they'll send me the right size

Fuzzy_Duck

cazzymouse wrote: »

We found some shoes in a TReds store and asked for a size 5 or 6 to try on, the sa said sorry they only had them available in an 8. The pair on display were clearly much smaller, she was looking at the US size on the shoe! We were quite suprised as even to us non shoe shop workers it was obvious the shoes were much smaller than the size on the label and did in fact end up buying them

It's so weird that I've been buying from tReds for years and have only now encountered it! I thinks tReds must have thought I was being really thick and hadn't bothered to try them on after seeing they were marked 8. I'm not at all familar with US sizes and I thought they meant I'd bought the wrong size at first so this thread has helped clear that up for me.

I had a look at a size conversion chart last night and it showed that a US size 8 shoe actually equates to a UK size 5 1/2 (although admittedly that chart could be wrong). So I was even more confused why they were so big. I have finally worked out the problem- the shoes are indeed about a UK size 6, as tReds said, but the shoe then gapes right out at the back adding on a good inch. That being the case I take one step and walk right out of them, so even a thick insole probably wouldn't help much.

Needless to say I'm feeling like a right plonker right now and although I'm not keen on them buying US sizes (I'd like to think I'm not the only one who was baffled by it) I have to accept it's the fault of the shoe being poorly designed. I loved the shoes and would have liked to exchange them anyway, but I'm really not sure what size I would need so have to send them back for a refund.

Not very money saving as the shoes were only £10- I've already spent £3 postage having them sent to me and am now having to send them back recorded. My refund probably won't be much more than the postage I've spent!

Still, I've learnt my lesson to avoid buying clothing online. Unless I'm very familiar with the brand it's not worth the risk. I should save some money in future too as I hate going to the shops!

Snap-ant

Agree with you - shoes need to be tried on unless you know the fit of a particular make.
Clarks (I know...) have free delivery & free returns (or can take to local Clarks) so I can order several kilos of heavy boots & try on
and then only buy 1 ish pairs......agony

Fuzzy_Duck

Snap-ant wrote: »

Agree with you - shoes need to be tried on unless you know the fit of a particular make.
Clarks (I know...) have free delivery & free returns (or can take to local Clarks) so I can order several kilos of heavy boots & try on
and then only buy 1 ish pairs......agony

Very true, I love Skechers shoes but I was pretty annoyed when I bought my first pair and found most people have to go a full size down! I bought them from Schuh though so got free delivery and managed to exchange them at my local store.

I do love my Clarks too so that's two stores I can use in future!