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?

@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?

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".

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

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

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.

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.

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.

If you really had £23k available on the "AMEX" you would have reordered already, and you wouldn't be worried about your "credit cycle".

But whenever I've done an exchange I've still had to send the wrong item back first. I think you are being a bit unreasonable to expect them to take on trust you will return the old pair once you've already had the new pair because as honest as you are personally lots of people just would keep both!

You've referred to them putting a "pending"" or "hold" charge on your card but I'm not sure how easy that is for them, compared to just doing a straight return. I think they should have offered you a money off voucher or something as compensation for the inconvenience but can understand why they don't want to faff around putting holds on cards and having to track whether you have returned the old pair etc. What would happen if they got lost in the post, for example?

yes they are the ones that have fucked up and I can understand why you are annoyed but most places let you do klarna or PayPal credit, even if your own credit card is maxed, so for the sake of a week or two is it worth refusing to just buy the ones you want yourself out of principle - at the end of the day the shop won't care if they sell them to you or someone else, you are the one who will miss out! why cut off your nose to spite your face, etc.

In fact it's more, I'm just very particular about my credit cycles....

Amazon doesn't send replacements until returns are submitted. And even then it's mostly a refund. Or replacement item is different because of warehouses

Schuh will allow a change of item being sent.

But that is because their systems are set up to allow stock return and replacement sending

Most places will have separate systems which don't "talk" to each other so it's not possible.

I can't believe you GENUINELY think they should send a SECOND pair without receiving the first pair back!

You could claim they were sent and then lost in the post and keep both pairs but expect a refund because of them being lost (and you having proof of postage from something else)

Ok. Principles won't buy your shoes though. Would probably be wise to have more lines of credit that just your AMEX if you're that funny about it.

You’re causing yourself unnecessary grief here it’s not worth the effort! They made a mistake they have offered the refund to correct it, just accept the refund and either buy some more or don’t buy any more, your principles don’t get to dictate what the company does and even if you did get someone on here to agree with you, that won’t change the company’s stance on it.

The difference when places like JL exchange a faulty item is just that...it's FAULTY and therefore of no use to anyone (at least not in current condition).

You just sound a bit of a twit now banging on about your AMEX credit limit and net promoter scores. I'd give up graciously now OP.

But YOU won't be out of pocket because by the time next month's bill comes out you'll have had the refund. So what's the issue?

Yanbu to be annoyed they fucked up in the first place but if your desired pair do sell out because you refuse to buy them before getting the refund "on principle" you will have only yourself to blame!

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.

Nike are the same. Ordered a pair of trainers in the sale and they developed a fault. Had to return for a refund and repurchase. The sale had ended at that point but they gave me gift card for the difference so ended up paying the same amount.

Why don't you just use one of those then instead of fussing about your "cedit cycle"?

That's where it gets tricky, because by the time they process the refund, it would be in the next cycle. (So it would be credited in the cycle due to be paid the 1st of December).

My cycle is about to close with the AMEX. Yes I could use a different card but they all have slightly different uses. Might seem super minor to most, but I do have a whole system.

So you have lots of credit cards and 50K on them and you have your principles

What you don't have is these special Converse you're so desperate for

What's most important?