Excellent customer service that goes above and beyond the norm

I ordered a pair of V-Lite Ox-Trail Runners via the Hi-Tec website. I had an issue with the website and when I contacted customer service, I was promptly assisted by Matt who corrected the problem and ensured that my shoes were delivered urgently. When the shoes arrived, I tried them on and realised that the they were quite a snug fit especially with the elastic toggles on. This is my first pair of trail running shoes and I wasn't sure exactly how they were supposed to fit. When I did research, I read that they should hold my heel firmly and that I should not buy a size bigger than my usual size. When I replaced the elastic toggles with the laces, my foot went into the shoe properly but I discovered that they were definitely a size too small.

Matt went above and beyond to arrange for me to go to the Hi-Tec Boundary store to exchange my shoes for the correct size. I was assisted by William and Bulelwa who were friendly and efficient. The exchange was processed quickly and I happily left the store with my shoes.

Matt was understanding and made every effort to address each of the issues I raised. He was happy to receive and use my feedback about the website. I am so impressed with the service that I received from Matt and the rest of the Hi-Tec team. As I continue my fitness journey, I plan on going back to your stores to purchase your products which I also feel are high quality. You have gained a long-term customer due to your excellent client service. Thank you Matt and the Hi-Tec team!!