Boot bust

So. Those great boots I bought on the weekend? 

I bought the wrong ones!!!! 


Seriously -- I thought I was bringing home charcoal and I brought home Moka. Moka is like a dark, dark taupe. It's not a bad colour for me, but not what I wanted. In the store I kept referring to the "grey" boots as did the SA, and with the lighting, that's what I thought they were. But at home, there is a distinct hint of brown in the light. 

I phoned the store. They do not take returns, no exceptions. You can exchange within 7 days only. I do not live in Montreal. 

Oy vey! 

Worse yet, they do not have the boot that I actually want in the store. That is how I got confused. It is on the website, but not in the store. And store and website seem to be working at cross-purposes. 

First the guy tried to talk me into keeping the moka. I will try to show you with some outfits a little later, but honestly, moka doesn't feel like what I want. And for this money, it had better be right. Right? Right. What's PPP if you can't exercise it over a high-ticket item like this?

But what to do? 

The best I could get was the following: My stepson (who is visiting me this weekend) will take them and return them. (Luckily, he lives right around the corner from the store). They will extend the 7 day rule for this.

Once they get the boots back, they will give my stepson a credit note to give to me. The credit note will never expire.

BUT
, I have to use it at the store; it can't be used online.

In other words, I'll need to go back to Montreal to find a pair that I like better. Meanwhile, I will have money in the "boot bank," so to speak. But no beautiful grey boots. And the money I spent will already be tied up for this season. 

:-( 

In yet another wrinkle, I found the other boots I bought for half price on 6 pm!

However, it turned out they weren't available in my size anyway (and now they are totally gone) and even if they had been available it would have meant a trip to the border....so I don't feel quite so badly about that. At least I can keep those and wear them -- I'm certainly in a better spot than I was, without any boots. And I guess I can wait and buy a second pair of great boots next year, now that I know this company makes boots that fit me well and will fit my purposes. 

What an adventure, though. Next time I am taking all products up to the sunny window! 


This post is also published in the youlookfab forum. You can read and reply to it in either place. All replies will appear in both places.

50 Comments

  • replied 10 years ago

    Oh Suz, what a roller coaster!

    Instead of the hassle of credit etc. if these boots are well fitting and will fill a hole, even if not the perfect colour, then I say keep them. You can keep your eye out for other boots next season. If the colour is truly not what you want, then I say go for the store credit, even though you will have to sit on it for a while.

    Definitely good to know about their return policies -- we have been spoiled with retailers coming from the US I think, and it is a shock to return to "normal" customer service.

  • Sarah A replied 10 years ago

    Oh my goodness! I feel for you Suz, what a frustration. I hope everything will work out. It is frustrating to have money tied up for an unknown time waiting for a company to make the perfect model which you can then purchase. Gahhh! :(

  • Suz replied 10 years ago

    Ceit, it's just that they are SO MUCH money, you know? And while they'd fill the hole for a "dressy" boot (or a boot I can wear with dresses) they don't really fill it, in this colour. Or at least I think they don't. I will try to get some pictures in decent light so you can see what I mean. They are just brown enough that they don't work with my new Tory Burch dress, look off with my blue dress, don't work with my black patterned dress....don't look quite right with the plum skirt. 

    Basically, they would "do" but they would always feel wrong, and the minute I replaced them I would never wear them again -- so what exactly was the point of spending that money? I'd be better "making do" with my admittedly more casual black boots. I mean in my life I would. I have more need for the more casual dress outfits than the super dressy. 

  • deb replied 10 years ago

    Bummer!!!! This is awful. I cannot imagine the company not accepting the credit online. Is the b &M store the same company as on line?

    I would post a question on their facebook page and see what answer you get.

    https://www.facebook.com/lacanadienneshoes

     

     

  • Joy replied 10 years ago

    How frustrating! I'm growling at the computer on your behalf and hope you find the ideal boots to use your credit on. Will the store order in the ones you want for you and your stepson pick them up?

  • Glory replied 10 years ago

    Oh Suz how awful and frustrating for you. Who would have thought that the colour would be wrong and that the returns would be impossible. Can't they order the smoke in for you? 

  • cobaltblue replied 10 years ago

    Ugh!!! Hoping Joy's idea works.

  • Mo replied 10 years ago

    Ugh.  I agree with you that for big $$$$, 'make do' isn't good enough.  I'd return and have the boot balance waiting for the right pair. 

  • replied 10 years ago

    Yeah, then I would say hold out for the credit. I find it hard to believe that the store won't order a grey pair in for you.

  • Suz replied 10 years ago

    That is the absolute weirdest part of all -- the guy did not offer to order in the charcoal!! And so I asked, and he basically said they are like separate operations! What a strange business model. Especially since they make a big deal of advertising their "flagship store" on the website.

    So I figured -- that would be the place to go to find all this season's models with the most sizes available. And then I wouldn't have to pay shipping and returns in case they didn't fit. Shopping in person seemed like the perfect solution! 

    Which it was, in a way -as I discovered, the shafts of these boots DO differ even if the footbeds are quite similar from style to style -- so I really do need to try them on in person to ensure they work for me. 

    Well, it's not the end of the world because I still have the black boots and the black ones will carry me through the season. And it is better than where I was before (with nothing and little hope of finding anything.) 

    Oh! And the black ones miraculously fit so well that they work with dresses and with tucked in skinnies. I don't know quite how they are doing that, but it seems to be the case from what my eye tells me. I guess there is a small hidden gore in the top and it stretches just enough. SO -- at least I have one pair of versatile basic boots. 

  • Day Vies replied 10 years ago

    I agree store lighting can throw you for a loop. I like your solution Suz I do not think you should keep something you aren't simply over the moon about simply because there are a lot of "logistics" involved with returning them. Your happiness is worth the effort. I do think you should wait. It seems to me that stores haven't rolled out all they're going to offer for the fall anyway. I think you could sit on the store credit and wait for the universe to provide your perfect boot in gray. (I love gray shoes and boots! -- I need a tall gray boot.)

  • ironkurtin replied 10 years ago

    How disappointing! Sorry, Suz.  Hope your dream pair is lurking, waiting for you.

  • Mann replied 10 years ago

    Suz, is there a way to talk to someone else than the guy on the phone?  Store manager?  Some sort of manager?  Post a complaint on their web site?  I am a recent transplant in Canada (from the US), and I find their policy of NO returns really hard to swallow.  And the fact that apparently you can't use the credit online is absurd, and that the store won't order in for you either.  I mean, SERIOUSLY?  What do they imagine is the point of then buying in their store if the customer service is non-existent?
    Plus, you really did make an honest mistake, which the SA played along with - I am sure not on purpose, but still, s/he did not correct you either and point out that actually, the boots are not grey but brown.  Would highlighting that help in your dispute with the store? 
    I hope this gets resolved in your favor - either the store ordering the grey in for you or issuing a refund or issuing credit you CAN use online.  I will make a point of visiting their store now to try things on and buy elsewhere. 

  • celia replied 10 years ago

    That is a great great bummer. I saw the boots in the other thread and found them so beautiful in grey. The black ones are also fantastic boots and I am glad to hear they will be versatile.

    Hope you will find your perfect grey boots.

  • Elizabeth P replied 10 years ago

    Oh Suz, that totally sucks!  How about trying once more to get them ordered in?  That might be tough just because a lot of stores do their ordering months ahead of them being available to purchase.  Are they available through that store online?  Can you get them online anyway?  I missed something on that I think.

    Were you talking to a manager? 

  • Vicki replied 10 years ago

    Oh, my!  I've taken that road before and some how you'll find a way to get around the detours and still have a good story to tell, Suz.

    How sweet of your stepson to return them within the exchange period.  Is there any way they'll allow you to purchase your preferred color online since you were misled and guided toward the Moka?

    As for the added wrinkle to the story, seeing the price (on 6 pm) can be aggravating, but at least you know your size wasn't available.  So, you move on, earning interest and wisdom with your boot bank reserves safely tucked away for the perfect pair.

    P. S.  I would probably return them, because in your heart of hearts, they are simply not what you want and you will always think of them that way.

  • nancylee replied 10 years ago

    Oh, drat!  What a mess.  I'm so sad to see your excitement over the perfect boots turn to disappointment.  

    But, I'm glad there is a way to return them and at least get the credit.  It does seem like there is some chance you could continue to press for the ability to buy them online, like Vicki suggested.  Here's hoping!

  • Suz replied 10 years ago

    Thanks for commiserating, everyone. I'm feeling a bit more relaxed now, knowing that at least I have boots for this year. Even if the money for the grey boots is tied up for a while, eventually I will find another pair I like at that store so it's really not the end of the world. I did at least learn that they make boots that will fit me -- a huge boon to me after all my fruitless searches. 

    I was talking to a Customer Service guy  who in turn talked to the store manager and other customer service people. I suppose I could call back; maybe I'll wait until tomorrow. 

    I'm not sure what the relationship is between this flagship store and the online store, but it seems to be different than what you might expect. I thought the flagship store would be like the...I don't know...the "demonstrator" store? The store that carried the full season's line and connected with the online store. But it seems the online store is completely separate. This is sort of like going to any other shoe store that carries the line. And -- as with any small business -- each independent retailer has its own policy. 

    Mann, if you are from the US, Canadian policies are going to strike you are really restrictive for a while. Truthfully, this one is unusual even here, but we do have a lot less freedom to return here, and shipping (for online shopping) always costs us more, and there are other little wrinkles that make shopping a very interesting experience at times.  :-) You will hear the rest of us grumble about it now and again.  

  • Ingunn replied 10 years ago

    Oh, Suz, I'm sorry to hear this! Are you sure you can't use the ones you got? The color does sound right for you. But I completely understand the feeling of not getting what you thought. Best of luck!

  • replied 10 years ago

    I find it weird that the in-store return policy is 7 days when the online is 14 days. They also imply the flagship store is not an independent retailer store on their website. They use careful language to exclude it in the mention of other "independent retailers".

    This made me smile sardonically:

    "Our highly knowledgeable and friendly staff is available to assist you
    with your every need.  A true shopping experience awaits you!"

  • Suz replied 10 years ago

    I KNOW, Ceit. I laughed at that one, too. But I'm really glad to hear your confirm what I thought. I read it that way, too. 

    ETA: And I had noticed the 14 day policy on the web, too, and when I got to the store saw 7 days and had a moment of confusion, but of course I didn't think I was going to have to return. They fit perfectly! 

    I must say, I don't really blame the SA. She referred to the boot as grey because it looked grey in the lighting and I'm sure that neither one of us really thought anything of it. She was otherwise super helpful and they were actually quite lovely to deal with in person. Even the guy on the phone wasn't bad. I mean -- he was relaying a stupid policy, but he wasn't a jerk about it, and he did try to bend the policy to make it work in this situation. I didn't like that he first tried to convince me to keep something I don't want, however. That part did not feel great. 

  • Aziraphale replied 10 years ago

    Oh, Suz!  What a mess.  I'm so sorry this happened to you.  Well, you've got money in the boot bank now, so all is not lost...but still.  What an annoyance of monumental proportions.  :-(

    I'm sure sales staff assume I'm obsessive compulsive (and they're probably not wrong), but I always double check boxes and bags at the checkout.  I do this because a friend of mine once purchased a pair of espadrilles on holiday in Mexico, and when she got home and opened the box, discovered she had mistakenly received two left shoes.  Funny, but frustrating.  I've never forgotten this, and always check my shoes (or other clothing) to make sure I've got the right size, model etc.  Mind you, I'm not recommending this level of twitchiness.  You are more calm (and sane) than me, no doubt.  :-)

    (I liked your shiny black ones better anyway, or at least I think they will be more useful).

  • Thistle replied 10 years ago

    ::HUGS::  I am SO sorry!! 

    I will tell you this, I would never, ever buy from them again. Ever.

    Even places like Amazon have a 30 day return window, with FULL credit back to your card. Very, very disappointed in the customer service all the way around, especially for such a high end product.

  • Suz replied 10 years ago

    Well, you know, Thistle -- it's probably more the case that places like Amazon (or other major companies) have an especially or unusually generous type of return policy. It's really, really rare in Canada -- basically, we only get it from the big US companies and our major department stores. Smaller independent stores just don't get the volume of sales to allow it. That's probably why La Canadienne's online policy is more generous, in fact -- they are getting people from all over the world there. But I do feel they are misleading about the relationship between the flagship store and the online store. And for that I don't forgive them! Ah well. As Aziriphale says, the black ones are probably going to be more useful anyway. And maybe it's meant to be -- maybe next year's styles will be even better for me and I will feel as if I am getting "free" boots.  :-) 

  • Nicole D replied 10 years ago

    That is so annoying!  How odd that the lighting is so different, but I have certainly had this experience before. I hope La Canadienne makes it right for you.  We do get a bit spoiled with the liberal return policies with big (US) companies, it is a shock to get jolted back to reality!

    So.....are you going to order the charcoal ones off of the website?  Just asking. 

  • Suz replied 10 years ago

    Well, I'm not sure, Nicole. I have to say, this experience has made me twice shy! I don't really want to pay for the shipping. It seems like a lot to ask in addition to all the hassles I've already endured. Maybe I should simply wait and see what happens. Maybe they'll go on sale later in the season and it will seem more worthwhile. Then again, it is early days yet. I am not even wearing boots yet. By January, I may be awfully sick of wearing the same darn pair all the time.  ;-)

  • Nicole D replied 10 years ago

    Probably the best thing to do is wait.  If the shopping gods are smiling they will get marked down in a while!

  • replied 10 years ago

    No. NO! NOOOOOOOOOOOOOOOO!

    I am so upset about this! That is terrible about the lighting, and how you thought you were buying grey. I totally agree that you should not settle for the Moka. It would bother you every time you wore them.

    I agree that you should try to call again, (maybe you'll get another person--try for the actual owner--they can overstep all kinds of policies), explain the entire story, how you love the brand, yada, yada, yada and throw yourself on their mercy. 

    You have such a winsome way about you Suz. Maybe they will cave in just this once? 

  • Amy replied 10 years ago

    Gawd. What a headache. I feel for you!

  • ManidipaM replied 10 years ago

    Ugh! That is beyond weird and irritating! And so frustrating to be so close...

    I am really keeping fingers tight crossed they manage to discover a loophole in policy and better, more generous customer service next time you speak.

  • Caro in Oz replied 10 years ago

    Sympathies - I guess the term customer service means different things to different companies. I'd be tempted to take it further maybe write a letter to let them know you are telling all you friends worldwide about their stupid policies :) 

    At least you have one pair of great boots. 

  • shedev replied 10 years ago

    I'm so bummed for you Suz.

  • Janet replied 10 years ago

    Oh no! I missed the original post, but I know I would be seriously bummed if I got a browner color rather than the expected grey. Good luck getting it resolved. Customer service really should be more agreeable than that. Hmph.

  • Ornella replied 10 years ago

    Oh Suz!

    I only glanced over the other thread, little time these days etc., and was so happy for you. This turn of events is proper nightmare.

    But - I am sure your NAS-stamina and confidence, which obviously showed through not bending under the pressure to keep the moka ones, will pay off.

  • Mann replied 10 years ago

    Suz, oh ok - yes, it sounds like I am too used to the return policies in the US (I've only been in Canada for less than a year, and haven't done much shopping here as I go down to the States often and prefer to still shop there).
    I understand the point about not having enough sales volume to allow for a very liberal return policy, so I would definitely agree that they can't be like Nordstrom and accept the return when the customer shows up nine months after the purchase.  But it seems like their return policy is NO return, even for items at full price.  And La Canadienne seems to be a successful brand within and outside Canada, so it's not really a mom and pop shop selling handmade handkerchiefs. 
    Do they stand behind their (very expensive) product in any way?  If the boot were to fall apart a month from now?   
    I do wonder if it would be worth to try to then speak (like Claire suggested) to the store owner. 
    I will definitely be much more on guard now when I shop in Canada...
    But anyway, at worst, you will have a great pair of black boots, and money in the bank (um, store) to buy another pair when something pops up!

  • Deborah replied 10 years ago

    Suz, it appears that some o/s return policies are quite different to what we experience here. I would most definitely follow this through further. I am sorry I haven't read the earlier comments so if I am repeating, my apologies.

    The boot is the Mazy right?  And the colour charcoal.  What is the actual name of the mocha coloured boot, for example if I went into the store would I ask for the Mazy boot in Mocha?  If you were specifically asking the SA for the Mazy in Charcoal then she sold you the wrong shoe.  On line there is no indication that that colour boot is only available on line.  I think it's a very poor show.  I would have expected the SA to be familiar with the boot and the colours it was available in and to have told you that what you were looking at was not actually the charcoal.  At that price, I expect a higher level of knowledge and customer service from store staff.   I would take it to the 'top' and I would make as much noise (politely) as I could.  I would not be happy until my money was refunded.  They sold you the wrong product.

  • Beth Ann replied 10 years ago

    Mon Dieu!  C'est horrible!

    A trip to Montreal should be a real treat, Suz.  Glad to hear the black boots worked, and I'll be hoping that you'll make the most of a return trip!

  • Eliza replied 10 years ago

    Sorry to hear this, Suz.  You have done some major YLF public service here, probably sparing us some issues we could not have anticipated. 

    I know just what you mean about the issue of color.  I live in my gray accessories and made a decision quite awhile ago not to purchase dark brown shoes or bags because they are not my thing.  I get why you will hold off for the right color, especially at that investment price.  

    I think that talking to the "right" person may get you some further satisfaction, but as always, one must decide how much time to invest in aggravation. It sounds like the store  and the website compete directly with each other. 

    If it makes you feel better, I found a pair of the Munro Robin booties for $60 at my local Rack.  I had wanted to try them and found the fit to be perfection on my impossible feet.  I left them there because they were dark brown and I wanted black, wine or gray booties. I still need to find my black ones, but uncharacteristically ordered the cranberry Munro's at full retail.  Ouch. Except I knew they were likely to work and they will be workhorses, rather than dust collectors.  The perils of derailment are worse for me than the ones associated with keeping my eye on the prize. 

    Keep us posted. 

  • Transcona Shannon replied 10 years ago

    Well it's one thing for the lighting to mess with the boot colour but it's another thing for horrendous rules and policies to get in between you and your perfect grey boots! Grrrrr.....

  • pil replied 10 years ago

    How aggravating. You'd think they would be more accommodating for an exchange - it's not like you're looking for a refund.

  • JAileen replied 10 years ago

    Sorry about your mix up. It was strange, after I looked at your original post, I looked up the boots on Zappos. They only had them in black and moka. I wished they had had them in grey!

    I've been intrigued by La Canadienne boots for some time - attractive and waterproof. But pricey for me. I could justify the price if I worked (and dressed up everyday) and didn't live in a desert!

  • Windchime replied 10 years ago

    Oh, Suz--we are all feeling your dismay and frustration along with you. Those grey boots are so gorgeous and would complement the colors you wear. I, too, would encourage you to have a conversation with a store employee who has more authority.
    Also, make sure you know how long the store credit is valid.
    I hope that, once the sting from this lessens, you find something (or a few somethings) which you totally LOVE at this retailer, with your store credit.

  • cheryle (Dianthus) replied 10 years ago

    Darn.  That totally sucks Suz.  I hope you are able to resolve it AND find your dream boots.

  • Suz replied 10 years ago

    Thanks so much, everyone. DH thinks I should phone back and ask to speak to someone else, too, and see if they can order the grey boots. But you know...now I am having second thoughts even about those. The heel was super comfortable, but it was still a HEEL, if you know what I mean -- making it seem dressier than might be practical in my life. Hmmm. I am going to mull this one over some more. 

    Eliza, it does help to know I am not the only one. There's no point, really, in buying something that isn't going to work with my wardrobe -- especially not at this price. You showed fortitude in putting those very reasonably priced Munros back on the rack! But learning that they fit your feet and are comfortable was probably worth the reconnaissance mission. And now you have the cranberry boots, which will get more wear. 

    Deborah, yes - it is the Mazy. And I thought it was charcoal -- but it's moka. The SA and I both just referred to it as "grey." I didn't go in specifying "charcoal" by name because I thought it was the only grey boot...and this one looked grey in the store. I said grey, she said grey. It was an honest misunderstanding, not an attempt to mislead. A mistake on both our parts. 

    Mann -- they definitely stand by their product and guarantee against defects. But this is not a defect. Just a mistake. I do think it is a crazy policy. The store's policy is much more rigid than the website's. Oh well. Live and learn!

  • Classically Casual replied 10 years ago

    I hope Nordies gets to Canada soon, Suz.  I remember here in the states back in the day they set the standard for customer service among the retailers.  The other B&M shops had to step up or not have any customers....Now we just take it all for granted, but they used to be the exception.  That could happen in Canada too.

  • replied 10 years ago

    The problem is scale -- we just don't have the population to support that. I guess that means our economy will become even more enmeshed with the US.

  • kellygirl replied 10 years ago

    OMG, what a nightmare, Suz. I feel so disappointed for you. I'd definitely return and get the color you want--if not this year then next! Ugh x 1000! 

  • Jaime replied 10 years ago

    What a drag! Good that at least you will get the store credit, but it seems you are not exactly sure about the online version anyway so I don't know if it is worth pressing the matter. At least you got one excellent pair of boots - I would not think twice about the 6pm price as it did not apply to you anyhow!

  • Freckles replied 10 years ago

    So sorry to hear about your getting the wrong colour boots and then the problem with the return.  How terribly frustrating for you, especially when it's not in your hometown.
    Maybe it is a good thing in the end if you decide that the heel really wasn't what you want?

  • Alassë replied 10 years ago

    I'm sorry, Suz. I was so excited to read your boot post, and then this. I hope you can still find the taupe boots you need.

    (I wanted to recommend La Canadienne to you before, but I was a lurker. I have 12.75" calves and got the Passion style; they fit perfectly my calves perfectly.)

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