I recently had to return a pare of Keen Uneek shoes (not cheap) to the store that were faulty. I returned these shoes at the beginning of June.The store took the shoes and said they would call the supplier and arrange a replacement. I then got a call from them 7 days later offering to replace the broken clasp on the shoe. BUT A CLASP THAT WAS THE WRONG COLOUR. Literally I would have been walking around with mismatched shoes... I politely requested they replace the shoes and send my ones back to the supplier.Then nothing for 13 days... So I called.I called the store Friday, just gone, and spoke to their manager. This was an experience. He informed me that they still didn't have shoes to replace mine and that they were working on a solution. I said politely that I would like a refund now, considering it had been a month since I purchased the shoes. He got defensive and began to personally attack me, questioning how I spoke to my team when I said I wasn't interested in the solution and that I wanted my money back so I could go elsewhere given they had had nearly a month to sort the issue out.I then went into the store two days after the call. The manager in question came out to refund me and blanked me for the entire interaction, not speaking once, so gone is the "he was having a tough day card"Honestly, get rid of this guy. He doesn't care about the store or the customers. Get someone who cares about how customers are treated and represent your brand with passion and enthusiasm.I won't shop here again, which is a real shame as it is somewhere I have supported for a while now.
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