Returned Archfit Trainers purchased end October 2024 (£95) Derbion store on 1/7/25. The inside heels had disintegrated exposing plastic causing pain. The manager repeated same rehearsed script ' can't do anything as they are over 6 months old. He also said they looked 'over' worn despite telling him this is incorrect, having worn alternative footwear over the summer months. I mentioned I have purchased Skechers footwear over the years (loyal customer) , and asked if he would exchange them as they were very expensive and not fit for purpose, this was refused. No other solutions offered, told he was the most senior manager and I could not speak with anyone else. I had to ask for contact details for customer service and was given a telephone number. Called this number- message began with warning abusive language will not be tolerated, clearly a lot of angry customers out there. Unable to get through and ended call.I have tried to access Skechers customer complaints online but it does not appear to exist on their website ? ??. Eventually found an email address and still awaiting response.Will never shop here again. SECOND OPINION took my trainers to another store where they also sell Skechers. In sharp contrast the manager agreed to offer an exchange, and said she had also purchased same trainers that had disintegrated at the heel after a few months. I then explained I had not purchased them from her store, she replied that was a shame as she would have happily exchanged them.Later took trainers to Nottingham Skechers and was met with ' OUT OF 6 MONTH WARRANTY- SKECHERS ARE A FRANCHISE SO CAN'T DO ANYTHING. So being a franchise equals not being overruled even if item is substandard/ not fit purpose- no leadership/accountability. On website states trainers should last up to 4 years..........Looked up franchise; to earn a profit, a franchisee must manage the difference between their revenue and operating expenses, otherwise known as a profit margin. By running a tight ship and ensuring effective cost management processes are followed and high sales volumes are achieved, a franchisee can make healthy profits. Operational efficiency should be setup by the franchisor and should be covered in the initial – or ongoing – training offered.I have emailed CEO Robert Greenberg and MichaelGreenberg president co-founder for a response but not expecting a reply.
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