Terrible customer care and poor quality
<p>My mom has 3 pairs of shoes from Blu. I was given a pair for my birthday in June 2016. By October 2016 the heal of my one shoe had fallen off and my mom's shoes had the same problem. 3 pairs were sent in for repairs. It is now March 2017 and we still do not have our shoes back. The owner never answers her phone and takes days to reply or replies late. We have been told that our shoes are ready on one occasion and then go to the Shongweni Market only to find her stall is not there. The owner promised to deliver them this past week, but that was another empty promise. Overall shocking customer service and poor quality shoes.</p>
This review was written by Mr Nick Beard - he is unknown to Blu Betty. However we are aware of the client and the situation.
Blu Betty takes full responsibility for its poor feedback and action around the return of the client's shoes. We 100% regret the inconvenience caused to the client and have proffered an apology and extend the same again to the client on this platform.
Whilst communications should have been far better, the client did in fact receive two of the shoes as they were at the market and were collected. Text messages were responded to and Blu Betty placed two calls to the client the same morning as this review was published. Discussions were had around the shoes whereby we offered either financial compensation, a choice of the available shoes at the market or a replacement shoe. The client elected to have her shoes replaced and also to accept financial compensation. We advised thereafter via text message that the shoes would be in hand and ready for collection at the next market. We will make good on this warranty. This transpired BEFORE we were alerted to this post.
We have repaired the soles of two of the boots before and agreed to do the same to the provided shoes - this notwithstanding the fact that two of the shoes had obvious signs of wear and tear as they had been heavily worn. We undertook to resole the boots at our cost.
We are a small "artisanal" brand and as such do understand the need for effective client feedback and maintaining client relationships and as such regret the lapse in professionalism in dealing with this client.
In respect of the comment around "poor quality" we have a thriving little business with substantial growth with many happy and loyal clients who have had no issues around our quality and we are absolutely committed to resolving any lapses in quality of any description.
This review was written by Mr Nick Beard - he is unknown to Blu Betty. However we are aware of the client and the situation.
Blu Betty takes full responsibility for its poor feedback and action around the return of the client's shoes. We 100% regret the inconvenience caused to the client and have proffered an apology and extend the same again to the client on this platform.
Whilst communications should have been far better, the client did in fact receive two of the shoes as they were at the market and were collected. Text messages were responded to and Blu Betty placed two calls to the client the same morning as this review was published. Discussions were had around the shoes whereby we offered either financial compensation, a choice of the available shoes at the market or a replacement shoe. The client elected to have her shoes replaced and also to accept financial compensation. We advised thereafter via text message that the shoes would be in hand and ready for collection at the next market. We will make good on this warranty. This transpired BEFORE we were alerted to this post.
We have repaired the soles of two of the boots before and agreed to do the same to the provided shoes - this notwithstanding the fact that two of the shoes had obvious signs of wear and tear as they had been heavily worn. We undertook to resole the boots at our cost.
We are a small "artisanal" brand and as such do understand the need for effective client feedback and maintaining client relationships and as such regret the lapse in professionalism in dealing with this client.
In respect of the comment around "poor quality" we have a thriving little business with substantial growth with many happy and loyal clients who have had no issues around our quality and we are absolutely committed to resolving any lapses in quality of any description.