Had a pair of Kayano 29s bought on 10/01. There was a hole where the big toes sits. For context, I’m 71, walk the dogs (no marathon running here), wear socks and trim my toe nails. Clearly this is unacceptable quality. Corresponded with ASICS.com.au and was told to take them back to place of purchase, outlet centre Canberra. Just to be clear, I really liked these shoes, they were exactly what I wanted, comfortable with an excellent fit. I did as suggested and took the defective shoes back to ASICS outlet Canberra. The sales assistant was somewhat combative.Asked for receipt, asked to see the email from ASIC, I showed hm both.He then told me since it was 5 Months since purchase he could not give a refund only a store credit (which I think is total bullshit - the product was/is defective). We looked at other shoes then I worked out it was only 4 months since purchase. I told him that, then he said well it’s 3 months only can we give a refund. I told him he was making it up as we go along. He eventually agreed to refund.He did not offer another pair of Kayano 29s (I guess they did not have any). He did offer a pair of Kayano 30s if I paid the $50+ extra (there was no goodwill: well we’ll give you a pair of Kayano 30 in exchange).So I eventually got the refund and went and bought a pair of Adidas Ultraboost.Why, when products are obviously faulty and not fit for purpose, don’t stores just do the right thing by their customers. The amount of business you lose by having no customer focus must be staggering. So great customer service, how to keep people coming back.I passed this back to asics who thanked me and said they would pass on the feedback.
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