Charles & Keith Shoes

I used to love Charles & Keith's shoes and their designs are always very up to date.

Recently, I bought a pair of shoes from Charles & Keith for Chinese New Year.

I have only worn this pair of shoes for 3 days and maybe for only about 5 hours each day. (I guess that only make up to 15 hours of wearing which is in fact less than a day)










On the 3rd day, the sole of the right heels came off.








I send a feedback thru their website on Wednesday, February 01, 2006 2:50 PM, and this is what I wrote :

Details:

Dear Sirs,I bought a pair of black ART #610056 for Chinese New Year. I have only worn this pair of shoes for 3 days and on the 3rd day itself. The sole of the heels came off. I have always like the design and durability of your shoes. But this is the first time that this has happen to me. I am not asking for anything in return but would just like to let you so that you can take note of this.

On the 04 February, 2006 1:04 PM, I received the following email :

Thank you for your feedback dated 1 February 2006. It is greatly appreciated.

It is to our deepest regrets to learn that you experienced unpleasantness with our footwear. All our shoes are manufactured to be identical in design and workmanship and it is normal practice for each pair of shoes to be individually examined by our Quality Assurance Personnel in our factories before being passed into the store. Your feedback has brought us great concern on our products and we sincerely hope that we can assist you further.

I would kindly advise you to send the pair of shoes to any of our outlets for evaluation. We seek your kind understanding for exchange of shoes, it has to be within 7 days in its original condition, with receipts attached; otherwise, shoes in manufacturing faults that is not caused wear and tear or carelessness. As for repairs, we will do our utmost to mend the shoes by sending back to our factories if they are in repairable condition (repairing will be dependant to the condition of the shoes at the time). Kindly inform me which outlet you will be going so that I can brief my staffs in advance.

Once again, we would like to thank you for sharing your experience with us, as it is only with such constructive feedback that we can strive to maintain and improve on our products. Despite this most unfortunate episode, we sincerely look forward to your continued support and to having the opportunity to welcome you and serve you better in the future.

Should you require further assistance, please do not hesitate to contact me at 6xxxxxxx or drop me a mail at xxxxxxxxx@charleskeith.com.

Yours sincerely,
CHARLES & KEITH (SINGAPORE)

and so on the 06 February, 2006 4:58 PM, I reply :

Hi xxxxxxxxx,

Thank you for your email below.

I will be glad to assist you by sending the shoes back to your outlet at Clifford Centre for evaluation.

However, I would like to request that you do not repair the soles as the soles provided will be the standard plastic soles.

I will be sending the shoes to the cobbler to replace them with rubber soles.

Thank you.

Yours faithfully,

and waited and waited.. finally on 16 February, 2006 4:43 PM

Dear Ms xxx ,

I regret that todate I have not received any response to my email below.

I shall not wait any further and will be sending the shoes to the cobbler for repair.
And also would like to let you know that I am not the only one who have had problems with your shoes. My friend had bought a pair of ART #608055, after wearing it for 10 times, the strap came off.

Once again, let me highlight to you that we both like the designs of your shoes and we are not asking for any form of compensation. We had thought that your company may wish to know about this quality problem we both experienced.

Yours faithfully,

Well, I can say I am quite disappointed with the outcome of this feedback service. Cos I thought that being such a well-known and established brand name in Singapore, they would be interested to obtain feedback from their customers.

I guess after-sales service is not just not as important...