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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:
Original poster
Chattenoire · 02/10/2024 15:49

This reply has been deleted

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

Well that has definitely happened with both, albeit both were faulty and the JL one was 5 years ago!

It's not that I can't afford them or that I won't have enough credit (I still have £23k available on the AMEX). It's just that I'm mega annoyed that I have to be out of pocket (even if only momentarily) because of someone's mistake. As simple as that.

OP posts:
TheDeepLemonHelper · 02/10/2024 15:47

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TheDeepLemonHelper · 02/10/2024 15:45

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Original poster
Chattenoire · 02/10/2024 15:33

ItsTheGAGGGGGG · 02/10/2024 15:25

And what are you meant to do with the ones you originally have? Keep them? You’re making a big deal out of nothing. You really think they’re gonna send you a new pair without receiving the current pairs first? Unless you go in store, a straight refund makes the most sense

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In my ideal world they would have sent me the correct pair and put the amount on hold on my credit card. That way they can still guarantee I'll pay if they don't receive it, but it won't show in the closing statement.

OP posts:
mum11970 · 02/10/2024 15:31

I’ve had to go back and change size of F&F clothing twice in Tesco in the past couple of weeks and even they insisted they had to refund and charge again. Can’t say I was impressed as it was just a straight swap but there was nothing I could do about it.

Completelyjo · 02/10/2024 15:26

Well the new shoes could have been on their way to you already if you hadn’t wasted so much time on this thread.

ItsTheGAGGGGGG · 02/10/2024 15:25

Chattenoire · 02/10/2024 14:52

But they're not rectifying it! Rectifying it would be to send the correct ones. They're just processing a return. Completely different things.

Show quote history

And what are you meant to do with the ones you originally have? Keep them? You’re making a big deal out of nothing. You really think they’re gonna send you a new pair without receiving the current pairs first? Unless you go in store, a straight refund makes the most sense

Original poster
Chattenoire · 02/10/2024 15:22

FiveTreeHill · 02/10/2024 15:14

This has happened to me 3 times in the last year. 2 companies (Asos and John Lewis) Sent out the replacement goods next day delivery. New look the item I wanted wasn't in stock but they gave me a free next day delivery voucher with 10% off.

So OP I agree it's shit. And isn't my experience of what other companies do.

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I don't buy online that much, whatever I do is completely out of necessity. The irony is that I bought directly from Converse (as opposed to the US based designer) because I thought it would be "quicker".

OP posts:
Silvers11 · 02/10/2024 15:19

@Chattenoire I get the annoyance. I really do.

But you are simply cutting off your nose to spite your face, never mind the amount of time you are wasting posting on here, by sticking to your guns about what they should be doing!! It would be nice if they would do what you want, absolutely - but you have said you can afford to place a new order before the refund comes through, so if you want to be sure that they don't sell out of the items before you get your refund, you would be more sensible to order the correct items now, today. Make sure you don't have to spend on another postage cost ( i.e. make sure the postage for the first pair are included in the refund ( because it was their fault)

Then get on with your day?

IbizaToTheNorfolkBroads · 02/10/2024 15:18

MidnightPatrol · 02/10/2024 13:33

A lot of brands do this - unsure why. Probably technical reason.

I’d just buy the new ones and wait for the refund on the second ones. Have done this a few times.

I imagine people were requesting an exchange and then not returning the original, or returning it in poor condition

divinededacende · 02/10/2024 15:16

OP this is your biggest problem: "I work in the complaints industry therefore I know how things SHOULD be done". You're fighting this on a faulty principle. Converse have a system in place that works exactly like a lot e-commerce does these days, especially for global companies. It's faceless, impersonal and inflexible but that's how the massive machine runs. It's designed to get the most product, to the most people, in the quickest way and for the lowest cost. The departments, warehouses and staff who would deal with the different elements of this are probably hundreds of miles apart and not connected to each other at all. Other companies might still do exchanges where their infrastructure allows it but it's becoming less the norm. Gone are the days of one office and a quick phonecall from someone upstairs being the solution to any problem.

I could understand if Converse were out of the ordinary for operating like this but they're not.

If you want to waste a lot of time and money fighting it, go for it. It's your time but you're not fighting the good fight here.

Crunchymum · 02/10/2024 15:16

Missing the point but what does this mean?

"convert me into a promoter and not a detractor"

Are you a human OP?

FiveTreeHill · 02/10/2024 15:14

Completelyjo · 02/10/2024 14:52

Have you never shopped online? I’ve never experienced a site that does anything differently to this, its totally normal procedure.

This has happened to me 3 times in the last year. 2 companies (Asos and John Lewis) Sent out the replacement goods next day delivery. New look the item I wanted wasn't in stock but they gave me a free next day delivery voucher with 10% off.

So OP I agree it's shit. And isn't my experience of what other companies do.

CJsGoldfish · 02/10/2024 15:13

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 :(

Show quote history

You also said: 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
You're definitely going to miss out if you stamp your feet and insist they send you another pair 'on principle' so I can't see that they are that important to you.
You either want them or you don't 🤷‍♀️

HÆLTHEPAIN · 02/10/2024 15:11

Chattenoire · 02/10/2024 15:02

They have when the things have been faulty.

The point here is that I didn't order the wrong thing, it was THEIR mistake and up to them to solve, not just treat it like a normal return.

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Why do you think your point of view trumps consumer rights? They have fulfilled their legal obligations with the refund - why can’t you understand this? Like I said, they’re allowed to make mistakes. They are probably unable to do an exchange due to systems etc. It’s common for companies not to these days.

If it was me dealing with you (and I did work in the exec team for a massive company doing ‘pre legal’ work and high level complaints), I’d probably offer you a gesture of a discount code or something to make up for it..but if you were a pain in the backside to deal with then that would be less likely!

kaos2 · 02/10/2024 15:05

Online retailers don't do exchanges anymore . Tooo much faff .. just order thr new ones with Klarna or PayPal credit then pay it off when the refund comes in

Original poster
Chattenoire · 02/10/2024 15:02

Completelyjo · 02/10/2024 15:01

Well the John Lewis website clearly states they don’t.

If you bought the item online, you can also simply place a new order for the item you want, and return the item you do not want.

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They have when the things have been faulty.

The point here is that I didn't order the wrong thing, it was THEIR mistake and up to them to solve, not just treat it like a normal return.

OP posts:
Completelyjo · 02/10/2024 15:01

Chattenoire · 02/10/2024 14:53

Amazon does... And John Lewis's too

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Well the John Lewis website clearly states they don’t.

If you bought the item online, you can also simply place a new order for the item you want, and return the item you do not want.

Fluufer · 02/10/2024 14:56

Chattenoire · 02/10/2024 14:53

Amazon does... And John Lewis's too

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Buy from there next time then. I don't know where you are but converse UK clearly states that they don't do online exchanges. Perhaps check the T&Cs where you are in future?

Original poster
Chattenoire · 02/10/2024 14:53

Completelyjo · 02/10/2024 14:52

Have you never shopped online? I’ve never experienced a site that does anything differently to this, its totally normal procedure.

Amazon does... And John Lewis's too

OP posts:
Original poster
Chattenoire · 02/10/2024 14:52

ADogChewingAnAntler · 02/10/2024 14:47

You know very little about how things work in practice and the legalities of customer rights for someone who works in customer service, OP Grin

I never said what type ;) plus I said customer experience not service :)

OP posts:
Completelyjo · 02/10/2024 14:52

Have you never shopped online? I’ve never experienced a site that does anything differently to this, its totally normal procedure.

Original poster
Chattenoire · 02/10/2024 14:52

ADogChewingAnAntler · 02/10/2024 14:44

Oh FFS!

They're rectifying the mistake and refunding the shoes.

Show quote history

But they're not rectifying it! Rectifying it would be to send the correct ones. They're just processing a return. Completely different things.

OP posts:
ADogChewingAnAntler · 02/10/2024 14:47

You know very little about how things work in practice and the legalities of customer rights for someone who works in customer service, OP Grin

ADogChewingAnAntler · 02/10/2024 14:44

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.

Oh FFS!

They're rectifying the mistake and refunding the shoes.

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