MEMPHIS, TENNESSEE -- I purchased a pair of winter shoes at the end of last season so I did wear them a few times before the weather warmed. They are Clarks Gaberly Panama Slip-On Shoes and are very comfortable and fit well. However, after bringing them out for this fall and wearing them maybe twice, I realized the sole had separated from the leather upper exposing my foot to the elements. They are so new that a white QC sticker on the sole of one shoe is still attached and intact.
When I emailed customer service I received a very generic email quoting the return policy. So I called customer service and the associate there advised simply because it was beyond the 60 day return policy, they would not exchange them. She did offer me a discount on another pair of shoes, but I'm not inclined to give more money to a company that isn't standing behind their product.
Oh, and by the way, I had purchased a pair of support socks at the same time in color black. The very first time I wore them, there were holes at the heel seam - I'm pretty fair and since the socks are dark, they really look like worn out socks despite being brand new. I contacted Footsmart immediately about that (within a week of receiving the order) and received a generic email that I would have to pay for shipping them back to get a refund. I cannot recommend this company at all.
I recently returned a pair of shoes to FootSmart, within the allowed 60 day time period for returns. I had tried the shoes on 3 times, wearing them for 5-10 minutes each time and only in the house. When I packed them up to return them to FootSmart, I made sure to include all of the original packing and product materials. The shoes were returned to me, having not met "one or more of our required FootSmart 60 Day Easy Returns and Exchanges policies." The line "Footwear products not in original unworn conditions" was checked.
I called today to speak to Customer Service and was transferred to a supervisor, who assured me that the return was reviewed by more than one person. But he could not tell me what was wrong with the product I returned. The returned shoes were not scuffed, they were not dirty, they were not damaged... and they were packed with all of the original materials. Yes, I did try them on.
But I have no idea of what was determined to be wrong with the shoes I returned, nor could the supervisor provide this information. He could merely restate that more than one person had looked at the shoes to determine that they were not in the "original unworn condition." This was a totally unsatisfying experience. I will never purchase anything from FootSmart again.