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?

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.

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

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.

This! 👏👏

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.

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.

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.

For a pair of shoes?

What a load of corporate claptrap.

Do their T&Cs state they offer and exchange if they send the wrong item?

No idea, but that's a valid point.

Ok armchair analyst. I'm actually quite happy thank you very much. I just have "systems" that I have meticulously built, and get annoyed if broken. I blame my DV for that.

Why wasn't that your start point?

Yeah they’re not doing all of that sorry! Hope you get your shoes though, annoying they sent the incorrect size

In simple terms I'm annoyed I have to pay for both pairs the 1st if Nov as the refund won't show in this statement, but the one that is due to be paid the 1st of December.

Pay for it on a debit card then? Why are you so obsessed with credit cards? If it doesn't suit the credit cycle, just pay using another method?!

This can't be real

I must admit it is a bit odd that Converse aren’t bothering to send the item OP actually ordered.

Hope Converse were planning on paying postage for the return.

Well they don’t have the incorrect pair back yet so why would they?
In fact OP is now claiming she sold the original pair!

Nobody bought them in the end so I'm returning them today.

But everybody is missing the point that they've inconvenienced me (credit card cycle, going out of my way to post them back) and all they have to say is "it sucks to be you". When the mistake is theirs, not mine.

I've reported this to be moved to the legal forum, as its clearly not an aibu post because there's no way that the op would consider themselves to be unreasonable here.

@Chattenoire - to be fair, no-one is missing your point.