Dear Mr. Gary H. Schoenfeld and Mr. Doug Palladini, VANS Shoes,*****Last night I Bought...

GetHuman-hindelic's customer service issue with Vans from August 2018

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The issue in GetHuman-hindelic's own words
Dear Mr. Gary H. Schoenfeld and Mr. Doug Palladini, VANS Shoes,*****Last night I Bought a matching pair of Vans shoes for my son and me, so I decided to write this letter. I am an average working class guy in a suburban location (Providence). I probably fall into your most targeted demographic, and I wanted to tell you how much I like your shoes, and to say thanks. Thanks for making a great product. Your shoes fit great and are very comfortable.**In the past, I have always had problems finding shoes that fit right. I was so happy when I found Vans! I decided to buy two pair of Slip-on, Off the Wall at the Vans store in the Providence Place Mall in Rhode Island, last night. One pair for me, and one for my *-year-old son. They retailed about $**. There is no question that the quality of the shoes is unsurpassed, and well worth what I paid.**But once we got home, I had a big problem. Yesterday, upon wearing the shoes for the first time for a jog, I noticed that the left shoe cut into my heel and caused a blood blister. The low-cut canvas shoe hurt my left foot. I took them off so as to not to infect the area of my foot any further. I have worn the shoes only once (they show extremely minor wear). I speculate that this may have been a defective issue in the manufacturing process during the fabrication of the shoe. There is also a string (further indicative of a manufacturer's defect) attached to the inside of the shoe, protruding outward. I noticed this before the purchase, but I assumed it was nothing, and thought I would just cut it off when I got home. I have such faith in Vans, that I thought nothing of it, at the time.**But I prefer not to guess at the problem. I would like to send you some pictures of the shoe in question, and perhaps help you to prevent this from happening again in the future.**Your shoes have changed my life and I love them. I have worn Vans since **** and I intend to continue to wear them regardless of how this issue is resolved.**I love Vans very much and I plan to be a customer for the rest of my life. I love what they symbolize and I love their position in our culture. But I am also afraid to purchase another pair of slip-on, low-cut Vans, for fear of the same defect issue. So I am looking at the high-top versions of the shoes as an alternative. It really upsets me when such an exceptional product has a fault like this. Unfortunately, the defect is causing the shoes to be painful and unwearable.**As I mentioned, I DO intend to buy a new pair of your shoes regardless of the outcome of this situation. But I thought that I would write to ask if there is anything you can do to help me with the defective pair of Vans that I now own? Perhaps I could send them to your repair facility? Or return them to the Providence Place Mall for an exchange of a high-top, upgrade alternative? I don't mind spending a little more money for Vans that don't cut my heels. As I said, I wore them once. **Please advise.**Thank you.**Best,**Harold
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Vans

Customer service issue
Reported by GetHuman-hindelic
Aug 9th, 2018 - a yr ago
I have an issue with Vans too
Fixed
Seen by 5 customers so far
Similar issue to 27 others
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Timeline
GetHuman-hindelic started working on this issue
Aug 9th, 2018 5:31am
GetHuman-hindelic confirmed the issue is fixed. Hooray!
Aug 10th, 2018 7:27pm