A little over a month ago, I bought a pair of boots to take with me on my vacation overseas. They cost around $300 and are made by a well-respected brand. I wore them on my trip quite a bit, but didn't "overwear" them, if that makes sense. A few days before my trip ended, I noticed that the sole of the left boot had started to separate - it's like the sole is 2-ply, and the two layers are starting to pull away from each other.
When I got back to the States, I emailed the lady who sold the shoes to me and explained the problem, and asked for direction on what to do. Nearly a week went by w/o me hearing from her (and the email address I used was the store's, not one specifically for her alone), so I emailed her again. She said she'd been out of town, was sorry for the problem and asked me to bring the boots back so she could take a look.
I live 5 hours away from the store and have actually just had major surgery, so taking them back in person isn't an option (nor will it be for quite some time). I explained that to her and her new solution is for me to mail the left boot to her.
In your opinion, what is reasonable in this situation? The boots weren't even a month old before the problem started. I don't feel I should have to go to any expense to have them fixed. Both boots would actually need to be sent, since you can't just resole one shoe, and God forbid the post office lose them or something. I emailed her asking if it would be easier for me to email her a pic of the problem, or if not, then she could email me her UPS # or Fedex # and I'd be happy to ship them. The cost of mailing them to her with return receipt would probably be half of what it'd cost me to have them resoled locally.
She hasn't responded yet. I'm not trying to be a pill about this but IMO I feel like I'm getting the runaround, what with the delays and her not offering to pick up the expense of shipping. My mom and I spent nearly $1000 at her store that day. I feel like I'm having to beg her to handle this, when in reality I'm sure there's a store policy in place for this sort of thing; it doesn't need to be this big a hassle for the customer.
How would you handle this, if it were you? I'm trying to be reasonable but it's starting to annoy me.
When I got back to the States, I emailed the lady who sold the shoes to me and explained the problem, and asked for direction on what to do. Nearly a week went by w/o me hearing from her (and the email address I used was the store's, not one specifically for her alone), so I emailed her again. She said she'd been out of town, was sorry for the problem and asked me to bring the boots back so she could take a look.
I live 5 hours away from the store and have actually just had major surgery, so taking them back in person isn't an option (nor will it be for quite some time). I explained that to her and her new solution is for me to mail the left boot to her.
In your opinion, what is reasonable in this situation? The boots weren't even a month old before the problem started. I don't feel I should have to go to any expense to have them fixed. Both boots would actually need to be sent, since you can't just resole one shoe, and God forbid the post office lose them or something. I emailed her asking if it would be easier for me to email her a pic of the problem, or if not, then she could email me her UPS # or Fedex # and I'd be happy to ship them. The cost of mailing them to her with return receipt would probably be half of what it'd cost me to have them resoled locally.
She hasn't responded yet. I'm not trying to be a pill about this but IMO I feel like I'm getting the runaround, what with the delays and her not offering to pick up the expense of shipping. My mom and I spent nearly $1000 at her store that day. I feel like I'm having to beg her to handle this, when in reality I'm sure there's a store policy in place for this sort of thing; it doesn't need to be this big a hassle for the customer.
How would you handle this, if it were you? I'm trying to be reasonable but it's starting to annoy me.
