Converse won't do exchanges just refunds...

[Chattenoire]

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?

Can you afford to buy the ones you want while waiting for the refund?

Not really... At least not until.my new credit cycle starts next week. It's out of principle too though.

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.

Not many places do exchanges it's probably managed through different warehouses etc.

I would say that's pretty standard unfortunately. If they did exchange presumably they would want the originals back before sending out the new ones anyway, so I don't think you would be any better off really.

Online exchanges are a nightmare to manage, it’s much simpler for them to refund. They are under no obligation to exchange. Just buy the second pair if it’s that important.

I’m confused… I understand why you’d be querying a (bricks and mortar) shop not doing exchanges, but your OP implies you ordered these online… are you seriously questioning why converse wouldn’t send you a second pair on good faith, before you sent the first back?

I don’t know any company that would do that?

If they did exchange them they would probably want to receive them back from you before sending you a replacement. So it wouldn't fit your timescale anyway. Frustrating but that's how most places work.

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

Well they could put a charge as "pending" on my card. Problem solved.

Besides to me the good faith is gone when this was their mistake.

Of fixing their mistake??

if I was in such financial straits I didn’t have £100 flex until payday I’d think twice about buying a £100 pair of shoes and / or buy a cheaper pair
^ this for me too. (Although it’s temporarily £200-300 with both pairs? so more understandable.) But if I was relying on a credit card I’d be considering did I reeeaaalllyyy want them.

If you havn't got enough on your card to buy the replacement pair they can't put a pending charge on either.

I don't understand why you've brought AMEX into this? The store has agreed to refund.

All seems much ado about not a lot to be honest?!

May be frustrating to you but it's so minor in the scheme of things.

Can you open a zilch account? It's interest free (as long as you are not late) and splits payments so you would only pay a quarter of the price at checkout then once your refund is processed you can pay it all off straight away

A pending charge on your card freezes the amount of the charge so if you have £200 your balance would show as £100 available £100 pending. You need to have the amount of the pending charge on the card

It's not payday it's the credit cycle which gives me 6 weeks of leeway. And yes it'd be the £200 for both pairs.

Anyway, I think considering it's their mistake they could do more.

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 :(

Very normal.

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.

Right?? I thought something like that would apply.

You went to AMEX to get them to see if Converse would send you a second pair that definitely wasn't you trying to get a free pair. Honest. ??

🤣🤣🤣🤣🤣🤣

If you can buy the second pair then do it. You have the money. Or use PayPal or Klarna or whatever to split the payment so you'll have the refund by the time it's all gone.

And question whether your "principles" are worth missing out on these shoes you've waited a year for. Because you're the only one who's going to miss out...

But they are refunding. Which means they are cancelling the contract.