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Original poster

Converse won't do exchanges just refunds...

159 replies

Chattenoire · 02/10/2024 13:20

Hello wonderful ladies! You're always so helpful and I hope you can help this time :)

I ordered some shoes directly from Converse and they sent me the wrong ones.

They're special edition and some colours/sizes are already sold out. I've got in touch with them, and the best they can do is to give me a label and return them. So it's a refund not an exchange and they don't do exchanges.

The problem is.. the way I see it by the time they process the refund etc... I might miss out on the shoes I originally ordered.

I've raised it with AMEX too just in case. I've told them I genuinely don't want free shoes, just for them to send me the correct ones and then I post back the ones they sent me by mistake.

I work in customer experience so I know that anything can be done as long as there's a will on their end.

Anything else I can try?

OP posts:
herecomesautumn · 02/10/2024 17:33

Werecat · 02/10/2024 13:51

They sent you the wrong shoes. So they haven’t fulfilled the contract. They need to arrange to collect he wrong shoes and also send you the right ones.

Escalate to their legal department.

For a pair of shoes?

Original poster
Chattenoire · 02/10/2024 17:30

This reply has been deleted

This has been deleted by MNHQ for breaking our Talk Guidelines.

Right now I'm living the dream!

But I'm not a customer support agent, never have.

Customer Experience is this BTW: www.mckinsey.com/featured-insights/mckinsey-explainers/what-is-cx

So the service that I get out from the agents (and the corporate policies in this case) are part of the CX journey.

E-commerce is not my speciality, but the principles are the same (or should be) across all sectors.

OP posts:
TheDeepLemonHelper · 02/10/2024 17:24

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Original poster
Chattenoire · 02/10/2024 17:19

Jumpingthruhoops · 02/10/2024 17:16

That's not really a 'principle'... they haven't 'made you wait' to be deliberately awkward, they've simply released them in their native US first. Fairly standard.

In fact, if you wanted them that badly, you should have purchased them from the US and paid shipping/taxes. I've happily paid a premium before when it's something I've really wanted.

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They wouldn't post them (never understood why). Even now only selected things get posted this side of the Atlantic.

Just tried earlier today and even though some shoes are still available on their site they won't post them.

It was the same with a LV collab from the same designer.

OP posts:
Jumpingthruhoops · 02/10/2024 17:16

Chattenoire · 02/10/2024 13:49

I have the amount available that's not the problem.

Anyway it's really out of principle as I'm annoyed as I've waited since last year for this collection to be released over here.

Now that they're finally here, I can't even wear them :(

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That's not really a 'principle'... they haven't 'made you wait' to be deliberately awkward, they've simply released them in their native US first. Fairly standard.

In fact, if you wanted them that badly, you should have purchased them from the US and paid shipping/taxes. I've happily paid a premium before when it's something I've really wanted.

Jumpingthruhoops · 02/10/2024 17:11

TemuSpecialBuy · 02/10/2024 13:38

What principle?
They are offering a refund and you can rebuy it’s the same thing ultimately

My two thoughts are:

If I was that desperate I’d just buy the new ones…

if I was in such financial straits I had maxed out my Amex and didn’t have £100 flex until payday I’d think twice about buying a £100 pair of shoes and / or buy a cheaper pair

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This! 👏👏

Jumpingthruhoops · 02/10/2024 17:08

I've not heard of online stores doing exchanges.
As PPs have said, order the ones you want again, while they have them, then send back your current ones for a refund.
Yes, it's a faff, especially as it's an error their end. But pretty sure it's the only way to sort.

RichardMarxisinnocent · 02/10/2024 17:07

I am utterly lost. If you're nowhere near your credit limit why does it matter what credit cycle you buy something in?

TheDeepLemonHelper · 02/10/2024 17:07

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Deadringer · 02/10/2024 17:07

Someone made a mistake, it happens. I would just order the right ones and forget about it. Talking about goodwill and escalation sounds ott to me. And I am not British either.

Original poster
Chattenoire · 02/10/2024 17:04

iwfja · 02/10/2024 17:01

Such a ridiculous carry-on about nothing.
You send them back. They process the refund.
Meanwhile you buy a new pair of shoes.
The refund comes through and you have the new, correct pair of shoes.

After all the drama you ended up deciding to flog the first pair of shoes at a (very small) profit and buy the new shoes.

Ludicrous.

Well they're sold out, so that's why! That's what made me think I'd rather pass them.ln to peeps who would appreciate them!

OP posts:
Original poster
Chattenoire · 02/10/2024 17:03

Completelyjo · 02/10/2024 17:00

5k in personal credit card debt is still quite a lot, it’s just better just because you have shit loads of cards.

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But it's not debt, if I wanted to I could clear my credit cards today. Besides 5% of 50k is not 5k but I digress.

I use them for points/miles added discounts. Then the money in the bank generates interest which is true, it ain't much, but it's better than nothing.

OP posts:
iwfja · 02/10/2024 17:01

Such a ridiculous carry-on about nothing.
You send them back. They process the refund.
Meanwhile you buy a new pair of shoes.
The refund comes through and you have the new, correct pair of shoes.

After all the drama you ended up deciding to flog the first pair of shoes at a (very small) profit and buy the new shoes.

Ludicrous.

Completelyjo · 02/10/2024 17:00

Chattenoire · 02/10/2024 16:05

I actually have a few:

HSBC, Barclays, Monzo Flex, MBNA. They probably total close to £50k+??

I don't ever pay a penny in interest. And my usage is below 5% of my total credit line.

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5k in personal credit card debt is still quite a lot, it’s just better just because you have shit loads of cards.

Original poster
Chattenoire · 02/10/2024 16:57

MartinCrieffsLemon · 02/10/2024 16:54

But it's not bashing

OP says she's from a different background to a British one. American would fit with her expectations

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Plus I'm not getting offended. I get that my expectations are different from the vast majority.

I also understand the difference between company policies and the agent (believe it or not!)

OP posts:
MartinCrieffsLemon · 02/10/2024 16:54

Pottyhelp · 02/10/2024 16:33

Ugh could we not turn this into an American-bashing thread? Btw I’m American and the OP sounds bonkers to me.

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But it's not bashing

OP says she's from a different background to a British one. American would fit with her expectations

Elle087 · 02/10/2024 16:43

Jesus Christ OP

Most people in this situation would just re-order the shoes, send the other ones back and then double check their statement two weeks later to make sure the refund has gone through.

To start a thread on the whole matter, call AMEX and suggest speaking to legal departments is one of the most batsh*t things I've ever read on here.

TheDeepLemonHelper · 02/10/2024 16:43

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Pottyhelp · 02/10/2024 16:33

MartinCrieffsLemon · 02/10/2024 16:20

Now it sounds like you made a fuss, realised you could make a profit so changed your mind and have ordered another pair to make money!

Which isn't a good look BTW

I am guessing American, you expecting service you've been told isn't possible feels very American

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Ugh could we not turn this into an American-bashing thread? Btw I’m American and the OP sounds bonkers to me.

Fluufer · 02/10/2024 16:24

Chattenoire · 02/10/2024 16:19

Nope it won't. Because they pay me and it goes to the "AMEX pot" once the cycle has ended in that sense it makes no difference.

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What a lot of drama.

Porridgeislife · 02/10/2024 16:23

By the time you dick about with escalation to the legal department, the shoes you want may sell out. You can’t expect them to send you a new pair for free.

Either you have £100 or you don’t, yes it’s annoying but it’s a fairly honest mistake by Converse.

MartinCrieffsLemon · 02/10/2024 16:20

Chattenoire · 02/10/2024 16:18

I'm selling them at maybe a £2 profit.

I'm not British born BTW which does reflect on expected levels of service.

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Now it sounds like you made a fuss, realised you could make a profit so changed your mind and have ordered another pair to make money!

Which isn't a good look BTW

I am guessing American, you expecting service you've been told isn't possible feels very American

Original poster
Chattenoire · 02/10/2024 16:19

Fluufer · 02/10/2024 16:18

Won't that mess up your "system" more than a refund straight to your AMEX?

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Nope it won't. Because they pay me and it goes to the "AMEX pot" once the cycle has ended in that sense it makes no difference.

OP posts:
BIossomtoes · 02/10/2024 16:18

Bonkers.

Original poster
Chattenoire · 02/10/2024 16:18

MartinCrieffsLemon · 02/10/2024 16:16

So instead of returning for the refund you're giving away? Selling for a profit? Selling at a loss?

WTF?

I'm selling them at maybe a £2 profit.

I'm not British born BTW which does reflect on expected levels of service.

OP posts:
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