Skechers Faulty Shoes Return Problem

On June 25, 2024, my daughter and I visited the Skechers store at Izmir Forum Bornova to buy a birthday gift for my wife. The product we liked was not available in size 36, so we decided to check nearby stores. We were told it was available at the Hilltown branch. Before heading there, I checked the website and found that the product was not available at Hilltown. I then placed an order online and chose to pick it up at the Forum Bornova store to keep the gift a surprise.

On June 27, 2024, I received an SMS saying the product was ready for pickup. We went to the store, and an employee, Ms. R**, asked if I wanted to inspect the product. When she opened the box and saw the product, both she and her colleague were shocked to find a large tear. It was impossible to miss such damage. Ms. R** apologized and advised me to call customer service to approve the return. I spoke with Ms. G** from customer service, who was not helpful and only repeated scripted responses. She informed me that Hilltown is a franchise store and its inventory is not shown on the website.

Dear management, if this is the case, please update your website to indicate which stores are franchises. Customers should know which stores are managed by you and which are franchises. Alternatively, end this confusing practice and show all store inventories online. Ms. R** mentioned seeking approval for the return, which indicates such issues have been resolved before. Despite explaining my situation, I did not receive approval. I complained about the person who sent the torn product, and I hope my complaint was recorded.

Dear management, if you had told me, "Mr. E***, we will get the product from the nearest store and have it ready for you at the Forum branch. Please return the torn product," I would have agreed. However, instead of managing the crisis and ensuring customer satisfaction, your employees, who are forced to follow scripts, failed to listen, solve problems, or manage the crisis effectively. This results in dissatisfaction. Unfortunately, integrity is our fundamental flaw, and it is evident daily, even at Skechers, a brand our family has worn for years.