unsuccessful shoe purchase for my child
I ordered sneakers for my child, but they turned out to be too narrow and painfully squeezed my foot! This wasn't mentioned on the website! I contacted customer service, but they completely ignored me! They told me to return the goods at my own expense and refused to issue a free return! The delivery took a very long time! My child was upset! And the unpleasant return situation upset me too! The customer service is terrible! This was my personal, pleasant experience! We will avoid this store forever and advise everyone to be careful!!!😤
Reply from Barrabes Ski y Montaña
Hello Vadym,
We are sorry to hear that you were disappointed with your purchase and that the shoes were not suitable for your child.
However, we would like to clarify that our Customer Service team did respond to your messages and tried to assist you with the situation.
When you initially indicated that you believed the shoes had a manufacturing defect, we asked you for photographs so that we could assess the issue and, if necessary, process a warranty claim with the manufacturer. You later clarified that there was no visible defect, but that the shoes were the correct length and simply felt too narrow and tight for your child's foot.
Unfortunately, the fit and width of a particular shoe can vary depending on the model and the shape of each person's foot. A shoe being too narrow or uncomfortable for a particular foot does not necessarily mean that the product has a manufacturing defect.
For this reason, we explained that you could return the shoes following our standard return procedure. We also offered to process a warranty claim with the manufacturer if you still believed there was a manufacturing defect.
We are therefore sorry that you felt ignored, as our team did respond to your enquiries and offered the available options to resolve the situation.
We regret that on this occasion the shoes were not suitable for your child and that your experience with us did not meet your expectations.
Kind regards,