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?

Most do tbh. I was sent an order recently with one item missing and when I phoned up they just sent another one to me 🤷‍♀️

So not the same scenario at all then?

But they do say about exchanges:

Can I exchange my Converse.com order?
We do not exchange products bought on Converse.com. We are happy to accept your return through our returns process and you will be able to re-order at your convenience.

If they don't have a mechanism for exchanges then for incorrect orders returning it is perfectly reasonable.

Not exactly the same no. But for all they knew I could have been fibbing about not receiving the item (I wasn’t obviously).

I've had replacement items sent from Amazon before returning a faulty item and Bravissimo have sent replacements as well.

Amazon always say for exchanges if they don't recieve the return within a set time period then they'll charge for the replacement. It's up to companies at the end of the day what they offer as long as it's within the law, this is within the law.

Amazon's policy sounds like the perfect middle ground IMO.

Whoever said escalate to Converse's legal department, that's bonkers 😂
What you could do is complain to Converse though. I can't see them sending the shoes but they might give you a small credit towards the new ones.

If you can’t afford to buy a second pair of the shoes, then you can’t afford to buy the shoes full stop