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?

They just think I'm a drama llama, I get it.

What do you mean by credit cycle, simply as you pay Amex monthly you will need to pay for both pairs this month as Amex will collect the payment for both pairs before the first is refunded?

if you can’t afford it this month then you need to wait.

Exactly that! So the refund will be reflected in the statement I have to pay the 1st of December.

I can afford it, but if I couldn't then I would definitely miss out on the shoes which wouldn't be fair at all.

Because it was their mistake?

Then just buy them if you can afford it.

Exactly! Somebody gets my point :)

Which they are correcting by offering a refund IF the shoes are returned.

They are not going to do ANYTHING whilst OP still owns the original pair as she would in effect end up with 2 pairs and then could claim they were posted and then lost (with a fake postage lable) or something and keep both pairs

But they would offer a refund regardless of whichever reason I decided to return them. They're not doing anything special in that sense.

Look they aren’t going to do it. I’d get over it really.

Well maybe they should send the right thing then, instead of demanding she send back the shoes she never wanted before they refund for the shoes she paid for but doesn’t have.

I do understand as I've had similar happen, but a lot of retailers don't offer exchanges anymore, especially for limited edition items. Issue is if someone says they want an exchange then they have to earmark the stock so it doesn't sell out; that person might never return the item, and if people had to wait until their item to be recieved back it would take a while for them to get the new item. The only places I know that still do exchanges charge after a set period to cut down on fraud. I'd just order them, you know you'll get the money back.

It was a mistake

They happen. A barcode gets printed wrong, a scanner picks up the wrong thing, a human misread a label..

They aren't going to give her anything extra whilst she still OWNS the shoes. If she keeps them then she's acknowledging that she'll keep the incorrect pair as their contract fulfilled. If she sends them back then the contract is cancelled and they will refund her. Simple

So they send her the wrong thing and tell her they won’t send her what she paid for and will only refund her once they get what they did send back? Sorry, but that that is crap customer service.

Amen to that!

Its standard though, as long as they're covering the cost of the return what's outrageous about that?

Just because it's standard doesn't mean it's good customer service.

Read the t&cs before you order next time then

Are these the Isabel Marant converse collaboration?

I don’t know many T&Cs that state their customer service is crap

Oh just read that a previous collab done with LV…so is probably some offbeat design.
Customer service is non existent for online…it’s been that way for ages.

No but they state quite clearly what the customer service is. If you don't like it, you can shop elsewhere.

Actually the T&C's say absolutely NOTHING about delivering the wrong product.

It's the Tyler the Creator collab for those who are asking..

No but they do cover returns and exchanges. Which is what this is.

Yes but the OP isn’t actually asking for a refund.

I may be wrong but I don’t think it says anything about “we send you what we send you, and if it’s wrong we may refund you, it depends” in the terms and conditions. It probably assumes that what you’re sending back is what you paid for.

It doesn't say that they will correct their mistakes. If you want that from an online retailer, read the t&cs and find one that says they do. They will refund on receipt of return, which is standard procedure. If you don't like, shop elsewhere.