I’ve been a big fan of Lake shoes for years and swear by my CX333 road shoes in Narrow fit. Having recently bought a gravel bike, I decided to order the MX version directly from Lake’s website. The ordering process was simple enough, but I received the shoes in Regular width instead of the Narrow I intended to buy. When I contacted customer service, they were quick to respond but refused to accept that there could have been an error on their end, despite being unable to show any evidence that I ordered the Regular width. Let's be clear, this was not my error - I made very sure I ordered the correct size and width.And, rather than resolving the issue and covering the return postage, they insisted I pay to send the shoes back myself. It’s a disappointing experience, especially given the premium nature of the brand. I had planned to reorder the correct pair, but after this experience I’ve decided not to take the risk again.In short: great shoes, but poor customer service... And if you’re ordering direct, be prepared to cover return costs even when there’s ambiguity in the order process.
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