- Report: #417154
Complaint Review: FootSmart Parent Benchmark Brands Inc. - Norcross Georgia
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Author Confirmed
Why?
FootSmart Parent Benchmark Brands Inc.
5250 Triangle Parkway, Suite 200 Norcross, 30092 Georgia, U.S.A.
Phone:
770-242-1254
Web:
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FootSmart , Parent Co.Benchmark Brands, Inc. FootSmart Customer service was not responsive to my report of an unsatisfactory product Norcross Georgia
My problem remains unresolved, customer service would not or could not be of assistance, and the parent company is unreachable.
The issue: FootSmart's Shearling slippers, $30, wore out in less than three months of wear. I contacted FootSmart customer service and was told that they have no policy in place to deal with product complaints. I asked for a replacement or refund and was told that only new merchandise was accepted for return, and the return/exchange time limit had expired. I was told I could return the item to the warehouse at my own expense but there was no guarantee the warehouse would accept them. No other solution was offered.
Research revealed that their parent company is Benchmark Brands, Inc. Two e-mails to the address listed on their website were returned as undeliverable. A phone call to the corporate offices did not go through. A phone call to Benchmark's Distribution Center in Memphis reached a recording. Following the directions on the recording got me back to the inital Customer Service department that I'd previously spoken with - and this call was disconnected.
Anonymous
West Jefferson, North Carolina
U.S.A.
The issue: FootSmart's Shearling slippers, $30, wore out in less than three months of wear. I contacted FootSmart customer service and was told that they have no policy in place to deal with product complaints. I asked for a replacement or refund and was told that only new merchandise was accepted for return, and the return/exchange time limit had expired. I was told I could return the item to the warehouse at my own expense but there was no guarantee the warehouse would accept them. No other solution was offered.
Research revealed that their parent company is Benchmark Brands, Inc. Two e-mails to the address listed on their website were returned as undeliverable. A phone call to the corporate offices did not go through. A phone call to Benchmark's Distribution Center in Memphis reached a recording. Following the directions on the recording got me back to the inital Customer Service department that I'd previously spoken with - and this call was disconnected.
Anonymous
West Jefferson, North Carolina
U.S.A.
4 Updates & Rebuttals
John
Georgia,USA
Please accept my apology
#2UPDATE Employee
Fri, October 16, 2009
Dear Customer,
Please note that I have read youre posting and a posting from someone who says they are an employee of the company. I am not sure who this is but want to assure you it is never our intention to mislead, misrepresent or not stand behind our product. I am an executive with the company and want to make sure you are taken care of, please email me directly and I will take care of the opportunity. Again I do apologize.
Sincerely,
John Caplinger VP of Operations
FootSmart
John
Georgia,USA
Sorry for your inconvenience
#3UPDATE Employee
Thu, October 15, 2009
Dear Customer,
Please let me begin by apologizing for any inconvenience. It is never our intention to provide less then Best In Class customer service.
Please email me directly and I will review your return personally. ([email protected])
Again I do apologize for your inconvenience and hope to serve you better in the future.
Sincerely, John
DPM
Illinois,USA
FOOTSMART NOT REPUTABLE. PERIOD.
#4Consumer Comment
Fri, October 09, 2009
In response to anonymous EMPLOYEE of FOOTSMART I have this to say:
a) A pair of shoes, especially house shoes shouldn't wear out in 90 days unless you wore them to the participate in the Boston Marathon, which I'm sure this consumer did not do.
b) Any reputable company (which FOOTSMART has proven repeatedly, it is not) should stand behind their merchandise and offer to replace or exchange an item such as this, it's just GOOD business. There used to be a business practice that was adhered to in America, it was commonly referred to as 'having a reputation to uphold' which Footsmart has tossed in the trashcan along with integrity and honesty.
c) I notice you didn't address the recurring shipping scam that's been mentioned in how many of these complaints. You can't because it's crystal clear the company has a major scam going in that regard. I've never had ANY company give me a return label and then deduct the shipping cost AGAIN from the item, this is just an unbelievable practice.
d) I'm assuming you typed your rebuttal while you were at work on the company computer obviously since you're not properly assisting customers, (nor were you trained to do so), you have plenty of time to play masked maurader online.
I don't know how anyone working for this company can sleep at night knowing they're duping people out of hard earned cash and top it off with, most of these people are in pain and desperate to find relief from that pain, many of them elderly.
Shame on FOOTSMART and shame on you, try to find a real job with a reputable company before it's too late for you. If they're treating their customers like this, what do you think they doing to their employees? Wake up...
Anonymous
Norcross,Georgia,
U.S.A.
Why.......
#5UPDATE Employee
Thu, July 02, 2009
I have read both reports and I am amaze.Footsmart offers 60 day return policy on unworn item. Why do you feel that it is ok to wear a item for 90days and return it for refund? I can't believe you feel that you should receive a refund after you admit to wearing the shoes for about 90 days. I don't know of any shoe store that would accept shoes back after they u wore them that long. I think customers should read all information before placing an order with any company. I also think if you wear any item for 90 days it should be yours. As far as I'm concern the company have no way of knowing if its the wear and tear you put on the slipper or something else. By the way footsmart is open 24/7/.
