I have a pair of AE Lombard seconds that I bought from the Port Washington Shoe Bank perhaps three or four years ago. I wear them no more than a couple of times a month, so they still look great with little sole wear. A few weeks ago I was surprised to see the sole at the toe of one of the shoes separating.
I almost took them to a nearby cobbler for repair but thought I would check with AE customer service to see what they might do. I sent photos, told them that I had bought them from the Shoe Bank as seconds a few years ago, and that my understanding is that seconds are structurally sound but may have blemishes.
Customer service sent a UPS label to have them returned to AE for inspection, and when they received the shoes they told me that they were going to do a complete recrafting at no charge. I had hoped that at most they would repair them for a nominal fee, so this was completely unexpected on my end.
I received the shoes today and saw that the rubber soles are Dainite. The original soles were a smooth rubber, and I bought them for rainy days, so the Dainite soles will serve the same purpose. Regardless, the shoes look great and I couldn't be more pleased. Kudos to Allen-Edmonds for superior customer service.
I ordered two new pairs this afternoon. :)
Allen-Edmonds customer service: beyond what I had hoped
I almost took them to a nearby cobbler for repair but thought I would check with AE customer service to see what they might do. I sent photos, told them that I had bought them from the Shoe Bank as seconds a few years ago, and that my understanding is that seconds are structurally sound but may have blemishes.
Customer service sent a UPS label to have them returned to AE for inspection, and when they received the shoes they told me that they were going to do a complete recrafting at no charge. I had hoped that at most they would repair them for a nominal fee, so this was completely unexpected on my end.
I received the shoes today and saw that the rubber soles are Dainite. The original soles were a smooth rubber, and I bought them for rainy days, so the Dainite soles will serve the same purpose. Regardless, the shoes look great and I couldn't be more pleased. Kudos to Allen-Edmonds for superior customer service.
I ordered two new pairs this afternoon. :)
