Ordered a pair of shoes that I received damaged. I contacted customer service and was told they were not damaged and they are "distressed by our artisan in Italy." The finish was otherwise perfect except for one spot on each side of each shoe. I referenced the website description and the pictures on their site, which do not resemble what I received. They said I could return them for a $20 restocking fee. I asked them to waive the fee because they were damaged. They said they would not waive the restocking fee and stated, "As there are no further actions that can be taken here, we won't be able to respond to further messages on this issue." They then stopped responding. Additionally, to initiate a return, you have to contact customer service and wait for them to authorize the return. I've been waiting for days for a response, but haven't heard back. I also submitted a negative review of the product on their website that they didn't post.UPDATE (01 August 2023): After returning the shoes for a refund and waiting their "10-15 business days for processing," I contacted their customer service for an update. Their response was "Our system doesn't show that it has been received," but tracking shows that it was received. Since then, I've been getting the runaround from them, saying they'll investigate. It has now been 35 business days. I ended up disputing the charge with my credit card and filing a complaint with the FTC for fraudulent and unscrupulous business practices.
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