I contacted the customer service team for details on replacement laces for my black leather dress sneakers. They provided specific measurements: "The waxed round dress shoe laces are 1/8" in diameter and 75 cm (about 30 inches) long."
After purchasing laces based on this information, I found out that the actual required length is 48 inches—60% longer than what was stated. This significant discrepancy rendered the laces I bought completely useless.
This situation not only incurred extra costs but also put me in a tight spot, as I have a business trip coming up in early December and now I have to urgently find the correct laces. What’s especially frustrating is that the customer service had access to my order history and could have provided the exact specifications for my shoe model instead of offering generic (and incorrect) details.
For a company known for selling premium dress shoes, I expected better product knowledge and attention to detail from the customer service team. I hope they enhance their training and improve their specifications database to avoid similar issues for other customers.
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Shop the Ace Marks collection of men's dress shoes, Italian leather dress shoes, dress shoe accessories and more. Free shipping to all orders to the US.
