Footworks

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I bought a pair of ASICS at this store in June. Although these are running shoes, I do not run. They are used in everyday normal walking. I began to notice a hole developing at the top of the right shoe where the big toe is after a few months. The hole got bigger and then I saw one in the left shoe. After 4.5 months on 11/13/13, I went to the store about in my opinion this being a manufacture defect. The person behind the counter immediately got defensive and said emphatically it was not a defect but a short tendon in my big toes. She then said that they would normally put in this foam material (pulled out and showed me) to prevent this.

Well I began to make a couple of points:

1. They fitted me with the shoe and never said anything.

2. I have never had this happen to any other shoes. (I was wearing 2 year old FILA's when I bought the ASICS in june and they did not have a hole).

She insisted it was not a shoe problem and the manufacturer (ASICS) would not take them back. I disagreed that it was not a shoe problem, since I have 2 other pairs of shoes the FILA's and Adidas (5 yrs) with no holes and the shoes are only 4.5 months old. So I said to her "So therefore you are not going to do anything to rectify the situation." She said NO! At that point I said; "I will never buy anything at this this store again and will tell anyone I know to not do so as well, since you don't know anything about customer service."

At that point another lady who was working with another customer, yelled at me to get out of the store and proceeded to approach me at the counter and continue to yell to get out. I told her I was the customer and that I was polite and professional and that she was not. I then left the store. By the way just being a customer, does not necessarily make me right, but I do deserve respect and not to be yelled at, because I am making a point, that they don't agree with. One last point, when my wife made the purchases in June, I felt that the lady that had waited on me, did so because she had to and that it was an imposition and was not interested in anything I had to say.

I strongly recommend that if anyone needs running / walking shoes to find somewhere else to make the purchase, somewhere where they treat customers with the respect they deserve.

After this issue with Footworks I decided to write to ASICS directly to see what they will do about the shoes. They responded with a very friendly email and explained that I would have to send the shoes back to them at my cost with the receipt. They could not be more than 2 years old from manufacture date (they were about 1.25 years old). I returned the shoes to ASICS with a letter explaining the situation and of course with the receipt. Today, 11/29/13, I received a replacement (upgraded to latest model) pair of shoes with no issue.

So not only did ASICS do the right thing and provide good customer service as well as good customer relations, it proves that Footworks, who said ASICS would not replacement the shoes, did not know what they were talking about or just did not want to be bothered with good customer service.

So I will buy ASICS again, just not at Footworks.

Absolutely outstanding. Because of the owner's family history, she has an intrinsic knowledge of foot and ankle biomechanics. She teaches her employees the same and insists that the person get the absolute best shoe and best fit. This allows them to not only fit you for the shoe, but also for the activity in which you will be using it. As a Physical Therapist, I sent all of my patients to Footworks. My entire family are still loyal customers. Can't say enough good about them.