Nine West Ignored My Broken Heel Complaint for a Year and Refused Proper Replacement

Nine West has been stringing me along for over a year—and it’s reached a level of disrespect I didn’t think possible from a supposedly reputable brand. I bought a pair of shoes last year, and within just 3 months, the heel broke. I sent the shoes for inspection, only to receive a rejection blaming me for the damage. I had already submitted a complaint about this in the past.

After following up, I was told I’d receive an SMS or email regarding a product replacement. Of course, that never arrived. I’ve called over 100 times, asked them to check the call logs (which they admitted are recorded), and still received no response.

To make matters worse, my shoes were left sitting in the store for 8 months—despite the policy clearly stating unclaimed items are destroyed after 90 days. When I visited the Forum Bornova store, the store manager at the time admitted it was a manufacturing defect and even said a replacement had been approved. He took my number and promised a follow-up. No surprise: he never called.

When I returned last week, I learned the manager had changed, one of my shoes had been destroyed, and they handed me back the one with the broken heel—refusing any replacement. After wearing those shoes for only 3 months, I paid full price and got absolutely nothing but dismissive, insulting treatment in return.

This is by far the most unprofessional experience I’ve ever had with a so-called “corporate” brand. If you’re going to present yourself as premium, respect your customers and honor your warranties.