I’ve been puzzling why the purveyors of such a respected product would seek to sabotage their brand with such abysmal customer service.I came here, to TrustPilot, and found I’m far from the only customer Skechers have chosen to treat with contempt.And then it struck me - the genius of their online marketing strategy is to make the online experience so bad for their customers, that the ones who continue to buy their product might just make that trip back into the stores…After all, online shopping is supposed to save time, right?Not so with Skechers.If a product - like the arch support trainers I bought in ‘wide’ - turns out to be too wide, they make the returns process so difficult, convoluted and time-consuming, it would have been quicker and cheaper to just go to a shop. And ironically, that’s exactly what I was trying to avoid doing!Obviously, I emailed first using the online contact form, but part of the online mal-experience initiative appears to involve never replying to your customers - genius!The flaw in the cunning plan is that when I called to see if I could return my online purchase to an actual store as I’m unable to print out the requisite label, they said that wasn’t possible.So maybe they’re just so arrogant about what is after all, a decent product, they can afford to annoy their customers.Thinking positive - that can only be good news for the competition.
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