I've posted before about how I'm a huge Brian Atwood fan, so I was super excited to find that he has an online store (on their official website) - don't ask my why I hadn't thought to check in the past! Now I've placed/received an order and spent considerable time dealing with their CS, all I can say is, avoid if possible and definitely avoid for final sale! Go for a store with reliable CS!
The Brian Atwood site recently had a sale, but sale shoes were final sale, no returns, no exchanges. I understand and accept what it means for something to be final sale, and only because I was willing to take that risk, I placed an order for a pair of pumps. It took a few days to process, but the shipping itself was quite prompt. The problem was the shoes I ordered came in deplorable condition. I realize that they were on considerable sale, but I did not think that meant it was acceptable for them to come with dusty/dirty/slightly scuffed suede and bits of glue residue. For various reasons, I believed they were customer returns. I might have been able to clean the dirt up, but the insoles were glued in so sloppily (one shoe had a visible gap between the end of the shoe and the start of the insole at the heel) that the extra leather ended up scrunched and folded up along the inside of the toes and rubbed against the foot.
I immediately contacted the CS at BA.com where I was told that because it was final sale, the best they could do was allow me to mail the shoes to their quality control department for inspection (the shoes were sold out so an exchange was not possible). If their QC decided the shoes were defective, I would be refunded; otherwise, they would mail the shoes back to me. In my experience, most companies make an exception to the final sale rule if you receive defective merchandise, and most are happy to resolve the problem promptly rather than insisting on this line and dance routine. I told them that I would be happy to send them pictures of all the issues, since I did not want to be running the risk of shipping expensive shoes back and forth across the country only to find that their QC considered that condition to be "acceptable." My faith was not very high given that the shoes had been sent to me in that condition. The lady "T" who I spoke to was kind enough to agree, so I took a large number of pictures and wrote up a clear description to email to the QC department. I received a reply from a member of their QC team, "D" who let me know that they would accept them back for a refund after I fill out a huge return form.
I was happy to comply...only D didn't include a return shipping label. I recontacted the CS at BA.com again and talked to a lovely lady "S" who contacted D to have her send me a prepaid shipping label. S couldn't provide me directly with one, because I had to return the shoes to the QC dept which was different from the regular returns. Today, I receive another email from D telling me that return shipping was the responsibility of the buyer, but as a "one time accommodation," she'd send me a prepaid label although it wouldn't be until next Tuesday. UGH. I just want to send these shoes back now and get this taken care of as soon as possible, but I'm stuck waiting on this label.
I am grateful that BA is letting me return these shoes for a full refund and that BA is sending me a prepaid shipping label. I've just been extremely disappointed at how they've handled this - I would have expected MUCH better service for a luxury brand. I understand the rules for final sale; I understand the rules for general returns. I am happy to abide by both if the shoes I had received were of good quality and condition. Now, not only am I out of the shoes I had been looking forward to having, they've also made me feel that I'm asking for some sort of HUGE favor in asking for them to rectify their mistake. This is not taking into consideration the amount of time I've spent calling, photographing and emailing the CS/QC folks. I am not a happy camper.
I apologize for the long post, but the point I wanted to make was that you should proceed with caution when ordering from BA's online store, especially for final sale items. They do NOT make it easy for you if you have any problems, even if the fault is on their end.