Disappointing Outsole Warranty Experience

[ae11]

I returned a pair of shoes for 6 month outsole warranty replacement. Even though the warranty was immediately approved, they have only issued a store credit for the purchase price. There are a few problems with this:

1. The warranty page on tennis-warehouse (Warranties) clearly states that: "In the event the purchased shoe is no longer available, a shoe of equal or greater value within the same brand will be substituted. "
2. There is not a single mention of store credits on the TW warranty policy page (Warranties)
3. When I asked the customer service representative to check the warranty policy page, she tells me that she can only see language about "shoes of equal value" and that there is no mention of replacements with shoes of greater value!!! This happens while we are both looking at the same exact page/URL!

I understand that TW migtht prefer to save a few bucks by issuing a credit score for the discounted price that these shoes were purchased. If they want to go that route they need to change their warranty policy and publish it, AND CAN ONLY apply the new policy to shoes that are purchased AFTER the policy update. This doesn't apply to this case anyway as the old policy still stands at the time of this post, and definitely did when these shoes were purchases.
To add insult to injury they also misread the policy from their site, right there on the phone call. Links to the warranty page can be found above, and I am also attaching a screenshot of the outsole warranty policy. To put it mildly, the false advertisement is disappointing, and misreading their own policy page is insulting.

Policy Screenshot
Policy Screenshot

 

[jimmy8]

You're right they didn't honor their policy. You did get to use a shoe for a few months for absolutely free though. That's pretty cool.

 

[ae11]

It's not free. Store credit is worth next to nothing if you're not planning to shop at that store.
That is not the point anyway, It's about honoring the policy, and about being honest. Their representative straight out denied what is written on their own website.
Staying away from shady tactics, and having honor and principles, that's what's 'cool'. What's not cool is cheering wrongdoings.

 

[Irvin]

@ae11 would you rather have a shoe of equal or greater value, within the same brand, be substituted? Or would you rather have a store wide credit?

I see no mention that if the shoe is no longer available you can have your money back.

As far as all sole warranties are concerned, you are only eligible for a one-time replacement.This is true for all brands. Adidas, Yonex and Nike typically have six-month outsole durability guarantees.

 

[ae11]

@ae11 would you rather have a shoe of equal or greater value, within the same brand, be substituted? Or would you rather have a store wide credit?

I see no mention that if the shoe is no longer available you can have your money back.

I was asking for a shoe replacement as their policy states. Not asking for a refund and definitely not asking for store credit.
The original shoes were bought at a discount and that is why TW prefers to issue a store credit instead of sending a new pair for replacement.

@Irvin your point stands if they issued a store credit for the price of a new pair, but it's not even half of that. This is also regarding the replacement of the original paid for pair... not asking for a replacement on a warranty replacement pair

Again, it's totally ok to only offer a credit for the original price or nothing at all, just be honest and upfront about it. Their policy page talks ONLY about shoe substitutes, there is no mention of any store credits or covering only the amount paid for the original pair of shoes. I have been ok with that too but their representative blatantly misstating the facts on their own page was the last straw. TW used to have one of the best if not the best customer service across the whole retail industry. Sadly it's closer to the bottom now.

 

[Irvin]

I was asking for a shoe replacement as their policy states. Not asking for a refund and definitely not asking for store credit.
The original shoes were bought at a discount and that is why TW prefers to issue a store credit instead of sending a new pair for replacement.

@Irvin your point stands if they issued a store credit for the price of a new pair, but it's not even half of that. This is also regarding the replacement of the original paid for pair... not asking for a replacement on a warranty replacement pair

Again, it's totally ok to only offer a credit for the original price or nothing at all, just be honest and upfront about it. Their policy page talks ONLY about shoe substitutes, there is no mention of any store credits or covering only the amount paid for the original pair of shoes. I have been ok with that too but their representative blatantly misstating the facts on their own page was the last straw. TW used to have one of the best if not the best customer service across the whole retail industry. Sadly it's closer to the bottom now.

If the shoe you originally purchased is still available, then you’re entitled to a replacement.

 

[ae11]

The shoes I originally purchased is not longer available. According to their policy: "In the event the purchased shoe is no longer available, a shoe of equal or greater value within the same brand will be substituted."

 

[TW Staff]

ae11,

I am following up with you via private message.

Thanks,
Brittany, TW