New shoe woes

Chris_5339762

Not the typical 'change of mind' thing I hope, would like to see what my rights are in this case.

New shoes were needed, and due to some foot issues and a suspicion I was wearing shoes that were too big I went to a well known shoe shop (based in the Blanch Shopping center but with places all over the country. No names!) They did a foot measurement and some gait analysis and sold me a €200 pair of quite nice mens shoes a few sizes smaller than I was used to. Felt fine at the time in the shop.

I wore them for a day or two in the house as recommended (30 day exchange with no quibbles provided they are in saleable condition) and they felt fine. Decided to wear them to work where there was more walking to be done than I'd do at home. Within a day or two a little piece of bone on the top of my left foot was rubbing on the shoe and was extremely sore. Not blistering, just really sore. I've never had this problem before.

This problem took a few days to materialise but made the shoes almost unwearable due to the pain and after doing this for a while it seems the left one is too small, despite them measuring it up and recommending this pair... and it feeling ok at the time. I've been back to the shop numerous times... they've been put on a leather stretcher twice and have had a little bit of foam put over the offending painful spot. They've also adjusted the insole slightly to make it thinner and I've even tried other insoles. After allowing a few days for it to heal before trying the shoe again, its still rubbing and still very sore which is ridiculous given what we've tried. But thats how it is, sadly. (And I don't think this is a case of "breaking in" the shoe any more)

In buying a pair of hiking boots in a different shop the man there told me that the offending shoes are way too small (1.5 sizes smaller than the hiking boots I bought) and that I should never have been sold or recommended them.

In an ideal world I'd hand the shoes back in, tell the store they're not big enough and get a refund or a similar pair one size bigger but I'm over the 30 days and while the shoes are in excellent condition they would not be resellable at this stage. What are my rights in this situation now? I don't really want to have to just write off a €200 pair of shoes but I worry this would come under a Change Of Mind even though they recommended them to me after a fitting.

Anyone been in a similar situation and could advise me how to continue with this? Very frustrating

slimjimmc

I wouldn't see this as a change of mind situation at all. You have a ongoing fitting problem which the shop have been trying to resolve but without success.
I'd return to the shop and see if they can offer you something more comfortable or perhaps a refund. Perhaps get them to remeasure you feet.

delahuntv

looks like they didn't measure you correctly. A 1.5 size difference is huge and would have meant your foot sliding within the shoe on every step you took.

I'd look at getting measured again in another store - maybe Tony Fassnidge in roselawn (if he's still there - I'm 15 years gone from the shoe trade) and then the results there will tell you.

Someone like Tony Fassnidge or Cripps (Terenure) and other long established shoe stores will always be best bet for proper measuring.

davo10

slimjimmc wrote: »

I wouldn't see this as a change of mind situation at all. You have a ongoing fitting problem which the shop have been trying to resolve but without success.
I'd return to the shop and see if they can offer you something more comfortable or perhaps a refund. Perhaps get them to remeasure you feet.

If I were buying hiking boots, I'd buy them 1.5 sizes bigger to allow for thick socks and room for toes to move. Therefore my everyday shoes with normal socks would be 1.5 sizes smaller than the boots.

If everyone bright back shoes that hurt when first worn, everyone would be bringing back shoes. This is not a new phenomenon, shoes have to be worn a couple of times to be. "Broken in". Lastly, the OP tried them on in the shop and wore them at home without issue, if they were too small, wouldn't OP have noticed that when trying them on and wearing them at home. I'm a 9.5, no way would I ever squeeze into an 8, no matter how hard I tried.

OP do what the rest of us do, wear them at home for a week or two, then try them out.

delahuntv

davo10 wrote: »

If everyone bright back shoes that hurt when first worn, everyone would be bringing back shoes. This is not a new phenomenon, shoes have to be worn a couple of times to be. "Broken in". Lastly, the OP tried them on in the shop and wore them at home without issue, if they were too small, wouldn't OP have noticed that when trying them on and wearing them at home.

I don't think you read the OP in full.

The OP went to a specialist shop who advertise their fitting service and the shop measured and fitted the OP and told him what size he was.

Therefore, it seems to me (and I was in the shoe trade for about 15 years) that an incorrect measurement was taken - possibly they did not take into account the girth of the front or the height of the arch and just measured length. A proper adult fitting would take 4 measurments - length, heel width, arch height & girth.

I know the store the OP is talking about and there shouldn't be an issue with exchange due to the fact that is they who have told the OP what size is suitable. - they also would like to keep the OP as a customer!


May I suggest to the OP to try Mephisto or Finn Comfort shoes - Expensive, but worth every cent and I think that store sells them too.

davo10

delahuntv wrote: »

I don't think you read the OP in full.

The OP went to a specialist shop who advertise their fitting service and the shop measured and fitted the OP and told him what size he was.

Therefore, it seems to me (and I was in the shoe trade for about 15 years) that an incorrect measurement was taken - possibly they did not take into account the girth of the front or the height of the arch and just measured length. A proper adult fitting would take 4 measurments - length, heel width, arch height & girth.

I know the store the OP is talking about and there shouldn't be an issue with exchange due to the fact that is they who have told the OP what size is suitable. - they also would like to keep the OP as a customer!


May I suggest to the OP to try Mephisto or Finn Comfort shoes - Expensive, but worth every cent and I think that store sells them too.

But new shoes often hurt, they take a while to "soften" especially if they have leather uppers. A couple of weeks later they are like slippers. Have you ever bought new shoes that hurt the first couple of times you wore them?

It seems to me that just because OP was measured and they were expensive, that means they shouldn't hurt to start off with.

Chris_5339762

I was measured and they were expensive.. no doubt about that. The second store I went to (sports shop, for hiking boots) said that 9 was way too small and the hiking boots I bought from him were 10.5.

Breaking in I understand fully but the fact is that the shoe is rubbing on bone and for whatever reason, hurts so much that there is no way I can wear them for the few weeks it would take to properly break shoes in. This isn't just a little bit of pain, I've never had anything like it before when getting new shoes.

@delahuntv: I suspect you're correct in what store you're thinking about - one of the two varieties of shoes you've suggested is correct.

slimjimmc

I wouldn't get too hung up on comparing shoe sizes between the two shops. I've personally found that there's a wide variation among different brands and types of footwear even by as much as a whole size number (2x half sizes). Plus, as Davo10 mentioned, the boot shop might have considered an extra allowance for thicker socks.
Apparently Irl/UK adult shoe sizes are not standardised.
In my experience the main thing is to ensure footwear is supportive and comfortable regardless of the size number.

Patty O Furniture

I got a pair of Trekking shoes from Dunnes before Christmas, but had to take them back last week & was fearing it to be honest as it was past the 30 days.

The problem was the rubber tip on the top Right shoe was giving away & laces were coming apart

I rang them up first to see what could be done & told me to come in & see what can be done, although i couldn't make it in til after a while, i thought it best to ring in ahead.

When i did make it in, showed them the shoes & it had Dunnes on the insole, so no mistaking them & just wanted another pair & was pleasantly told, just pick out another pair

Glad to get them, as i'd had a pair from Lidl, but they only lasted a year with similar problems & even got them glued but only lasted a few weeks!

The one's i got in Dunnes were twice the price & were very comfortable as i wear arched insoles & was shocked when they gave away.

So don't be afraid to ask, especially if you paid that much for them!

Ps. some shoes have wide fittings, as i wear a size 9 & got steelcapped shoes in Aldi & size 7 fitted me as others were too big :eek:

Chris_5339762

**Update for those who are interested**

After a few more trips for stretching, a trip to another store in the franchise to have a little bit removed from the bottom of the insoles, and a bit of padding put in over the problem area I still can't wear them as they are still rubbing the bone.

I sent three emails into them via their web form as I was sick of explaining things over the phone to different people every time. No answer. I found another email address on their website which I did get a reply from... it was the usual "Oh come in and see us, we'll help you". This time from the manager of the store.



Sadly the manager is the person who I dealt with before and who refuses to acknowledge the shoes are too small, telling me they are properly fitted. [Note how I've been to another store who says they're way too small] She got quite agsy with me over the four emails telling me that she would never, ever ignore an email. (I suspect their web form is broken and I told them that).

She apparently has been in contact with head office and is sending the shoes to a different store in the franchise who has a better stretcher. I don't believe this will work but she is absolutely refusing to budge on this issue. I think I'll get the shoes back Thursday or Friday but I'm fairly convinced it won't make a pick of difference. They keep telling me they'll help me and sort me out, but its two months now, I still can't wear the shoes and they are not actually being helpful, everyone is just trying random stuff to get rid of me rather than just properly helping me out with a replacement or refund. (Repair, I'm done with now IMO).

I can't find contact details online for head office (only individual stores) but I do have details for franchising which I'll try to get contact details off. I'm done with dealing with the store now and if this latest leather stretch doesn't work I'm going to go after head office and refuse to deal with the shop anymore.

Anyone got any further advice, this is really annoying me now.

delahuntv

Chris_5339762 wrote: »

She apparently has been in contact with head office and is sending the shoes to a different store in the franchise who has a better stretcher. I don't believe this will work but she is absolutely refusing to budge on this issue. I think I'll get the shoes back Thursday or Friday but I'm fairly convinced it won't make a pick of difference. They keep telling me they'll help me and sort me out, but its two months now, I still can't wear the shoes and they are not actually being helpful, everyone is just trying random stuff to get rid of me rather than just properly helping me out with a replacement or refund. (Repair, I'm done with now IMO).

I can't find contact details online for head office (only individual stores) but I do have details for franchising which I'll try to get contact details off. I'm done with dealing with the store now and if this latest leather stretch doesn't work I'm going to go after head office and refuse to deal with the shop anymore.

Anyone got any further advice, this is really annoying me now.

The company is a worldwide company with Irish master franchisee in Cork - this effectively is the head office in Ireland.

Stretching is only good for 1/2 size and is usually used when one foot is slightly bigger than the other. If both are out by a size, stretching is of no use whatsoever as the base of the shoe will still be the same and it simply won't last a reasonable time.

May I suggest you take the shoes to a reputable shoe repair store for a comment. Campbells in Dundrum or C&D shoes in Charlemont street would be 2 of the best that I now of. www.cdshoes.ie

But certainly at this stage I'd be looking at going the small claims court route or at least informing them of such as you've wasted a lot of time and effort.

why oh why can't the store just acceot they made a mistake? It certainly would put me off going to them for shoes if that the way they treat customers. (and I used to be inthe trade!)

Maybe send them a link to this thread in your next email and say that you will provide the name of the store on the thread (though most will have guessed at this stage!)

and if the store manager is reading this - you are a disgrace to the retail footwear profession.

slimjimmc

delahuntv wrote: »

Maybe send them a link to this thread in your next email and say that you will provide the name of the store on the thread (though most will have guessed at this stage!)

This forum is for discussion and advice, not for threatening a company with public naming and shaming. Please do not advocate such an approach.

Lux23

If the shoes come back and you still can't wear them and they won't refund/change the shoes then I would mention that your only option now is the small claims court. It seems like they are spending way too much time on this already.