Like many others, I have had an infuriating experience with Oliver Cabell. When I first received the shoes, they looked nice, but the left fit different from the right one. After further examination, I noticed the padding at the left heel was defective and not sewn in like the right shoe (causing them to feel different). I messaged Oliver Cabell on chat and was told I was outside of their "strict" (the customer service rep's words) return policy of 30 days. However, they would make an exception since it was an exchange and the shoes have not been worn. I did have to take and send around eight pics of the shoes before the exchange was approved (as the rep stated they needed to be in "sellable condition"). I then had to pay shipping for the return which was unbelievable. First off, I'm puzzled as to why these shoes would need to be in “sellable condition” since they had a defect. I’m assuming that someone else will now be shipped these shoes and have the same issues. Secondly, on the website it states “We stand behind the quality of our products. If you experience any material or craftsmanship flaw, please shoot us a note so that our team can help. Of note: we have a 60 day warranty on all footwear.” Either there is no 60 day warranty or the customer service team isn’t trained in how to handle these escalations. I will say that I did receive a new pair of the exact same shoes. While they don’t have the same defect of the first pair, they do have noticeable inconsistencies between the left and right shoe. I find this unacceptable given the price of the shoes. All in all, it is evident that Oliver Cabell suffers from both quality control and customer service issues. I will never purchase from Oliver Cabell again and stick to brands that I trust and have had a much better experience with.I learned a valuable lesson from this online shopping experience - always trust the reviews.
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