Interesting new developments today – skip to the end for new news.
I promise not make a habit of using this blog as a platform for my complaints, but since many of you have admired my Cydwoq gladiators recently, I wanted to let you know about an experience I am still having with their truly appalling customer service.
Pictured above are the Future-W boots. I saw them on Audi ages ago and fell in love. They’re pretty damed spendy, though, and I never seemed to get the money together.
When I found out that I didn’t have MS or a brain tumor or a heart problem and all the health scares were over, my wonderful dad called me up and said, “I want you to buy a REALLY expensive pair of shoes, on me.” Does he know me well, or what? And is that the sweetest thing ever, or what? I mean seriously. I cried a little when he said that.
So I ordered up a pair of Future-Ws. Ordering from the Cydwoq site takes a while because they don’t hold inventory. Each pairs is, in essence, custom made. So I think it took about three weeks to get my boots.
The second time I wore them, it was a rainy day. I walked two blocks to meet a friend at a local pizza joint, and my left foot was soaked from toes to ball-of-foot by the time I got there. Second wearing, custom-made, $340 shoes. I wrote an e-mail to Cydwoq, explained the problem, and the president of the company – Rafi Balouzian – wrote me back.
Hi,
Please send them to the address on the website.
Rafi
No, “I’m so sorry your brand new boots leak,” no offer to pay for shipping. I asked him to send me a UPS label so I didn’t have to pay for return shipping for something that wasn’t my fault, and he refused. So I enclosed a note with the boots saying that SINCE they were defective I felt Cydwoq should reimburse me for shipping, and included a copy of my UPS receipt. It cost $17 to send them back, which is nothing to sniff at.
The “repaired” boots arrived this week. My note was missing, but the UPS receipt was enclosed. There was absolutely no explanation as to what was done to fix my boots. I posted this saga to Facebook, and everyone encouraged me to fight back. So I CALLED Cydwoq and spoke to a young man who apologized, found out what had been done to repair the boots, and said I should fax him the shipping receipt and he’d make sure I got reimbursed.
Fine right?
Well, it rained yesterday, so I figured I’d see if my boots actually were fixed. I went to pull them on, got the left one halfway on, and felt something in the bottom of it.
That, my friends, is an industrial staple sticking out into the interior of the shoe. If I had stepped down hard on it, it would’ve gone right into my heel.
Completely outraged, I sent this e-mail to them
…I just attempted to try on the repaired boots and found a giant staple sticking up from the heel into the interior of the boot. There are photos attached to this e-mail of the staple inside the boot.
I want you to e-mail me a UPS return shipping label so I can send these boots back to you, and I want a FULL REFUND IMMEDIATELY. This is so ridiculous I can hardly contain my anger. Bad enough to sell me a pair of defective boots for $350 and tell me I have to pay shipping for you to repair them, but now this? Seriously? What if I’d stepped down hard on that fucking staple?
I cannot believe you have stayed in business this long treating customers this way.
And this morning, here is the reply:
Hi,
It is a very rare and unusual occurance [sic]!
I apologize for the mistake. We had to remove the soles to inspect them and the shoes didn’t go through our normal pre-packing nail inspection. You can pull the nail out by holding one side of the staple with pointed pliers and pull hard. It will slide out. We can also remove them if you send them back.
You boots were not defective and we solved the problem at no charge. We have thousands of very dedicated customers that keep our business growing. We had 30% increase in the worst recession. We are proud of our product, quality, service, and reputation.
Rafi
So. No real acceptance of responsibility, no offer to pay for return shipping to fix the mistake they’d made that could’ve injured me, and total denial of defectiveness in the first place. No offer to make it up to me in any way whatsoever. Just a suggestion for how to fix it my damned self.
HM pulled out the staple and the boots are now wearable. But this company has COMPLETELY RUINED what was supposed to be a wonderful, heartfelt gift from my dad. I hate these boots now. Hate them. They are a symbol of this ridiculous battle with a stubborn company that has no idea how to treat paying customers. I am so livid I could spit.
Up until that last e-mail, I was civil and measured. I didn’t make threats, or swear, or do anything other than explain what happened and describe how I wanted the situation righted. But this is the president of the company. If I can’t get him to see reason, how can I expect any results or satisfaction or respect? In the past, I enlisted the Minnesota Attorney General’s help with a consumer issue, and the office totally went to bat for me. But with the staple out of the boot sole, I don’t think we’ve got much of a case. And, in my experience, the Better Business Bureau doesn’t do much. I’m totally stuck with these boots.
If you feel so inclined, send this post to anyone you know who is considering purchasing Cydwoq products. Retweet, post to Facebook, spread the word. People should know what to expect if they’re going to fork over hundreds of their hard-earned dollars to this badly-run company.
UPDATE 6/7/10, 9:15 p.m.
First off, thank you for all of your supportive comments, for spreading the word, and for encouraging me to continue fighting this battle. Faced with the owner/president of Cydwoq who denied all responsibility and blamed me at every turn was exhausting and infuriating, but it also made me doubt myself. Was I nuts? Should I just forget this and move on?
I’m glad I didn’t.
When I posted the above yesterday, I was waiting to fax in my shipping receipt – the $17 UPS fee for mailing back the leaky shoes. This morning, I faxed it to Cydwoq. Along with it, I faxed my most recent correspondence with Rafi – the e-mails in which I explained the staple and demanded a refund, and in which he told me to remove the staple myself. My hope was that the fax would find its way to the person I spoke to on Friday about the shipping charges. He’d seemed reasonable and helpful.
But no. Rafi got the fax. And he faxed my e-mail back to me with a note saying:
It is very unfortunate that you have so much anger against Cydwoq. All the issues were resolved. We are one of the few shoe manufacturing companies left in the U.S. and the most creative with very dedicated and satisfied customers around the world.
Still not sure how his other satisfied customers should have any effect on MY level of satisfaction …
So I put my post out on Twitter, and found the Cydwoq Twitter account which is run by someone named Ari Balouzian … who must be a son or relative of the owner. And sure enough, within a couple of hours, Ari sent me this e-mail.
Hi Sally,
My name is Ari and I work at Cydwoq handling marketing and design. I recently came across your blog post about the company and was very disappointed by the way Rafi handled the situation of your damaged shoes. Number 1, there was a serious quality control issue with people in the factory dropping the ball as well as unneeded attitude from Rafi (you must understand that when dealing with the founder of a company, his emotions on the company he built from scratch will be involved). I have talked with Rafi and Zela today and we are refunding your shipping money as well as the money for the shoe. I was very disheartened to see your blog post tearing us apart and hope you can forgive us for this grave mistake in quality control and customer service.
Thanks for your time,
Ari Balouzian
Cydwoq Inc.
I wrote back IMMEDIATELY and thanked him for running interference for me. I think you’ll agree that this is exactly the right course of action for the company to have taken. Ari heard me, agreed that I was not at fault for anything that happened, saw how badly I was treated, and made amends as quickly as possible. He was swift, courteous, apologetic, and reasonable, bless his heart. He assured me that he’s taking steps to make sure this doesn’t happen again. After all the anxiety of the past few days, I could’ve hugged him. And clearly I should’ve dealt with this whole situation over the phone, as I’m sure all hassles would’ve been avoided if I’d been working with him from the beginning.
I really hope this saga won’t go down in history as one woman’s insignificant argument with a shoe company. I hope, instead, that it’ll inspire you to stand up when you feel you’ve been wronged. Ask questions, ask for what you think is right, ask more than once. Try multiple channels if you don’t get results. Take careful notes from all phone calls, and get the names of the customer service reps who help you. Utilize social networking to gather information, opinions, and support. And when all else fails, contact the Better Business Bureau, your Attorney General, or your credit card company. You may not win, but at least you’ve tried. Consumers deserve respect and courtesy for the money we contribute to the economy. You do not have to suck it up when you get bad customer service.
It took me two months, seven e-mails, two faxes, and a phone call … but thanks to Ari, I don’t either.
{ 87 comments… read them below or add one }
You usually have a share button on the bottom of your posts, don't you? I'll be posting this to my facebook. Thanks for the info, I work in customer service and would never treat my customers this way and expect them to come back.
What a nightmare and I sympathize with you completely. At those prices you have every right to expect TOP OF THE LINE customer service. It's awful that they ruined your father's heartfelt gift like that and they need to apologize to you and make up to you everything they have put you out for and then some.
It's like suicide for a company to ignore good customer service. I mean they just basically committed suicide.
They definitely missed the boat on 'the customer is always right'. What a terrible experience!
Also extra terrible because in that price range they are luxury shoes, in my experience with luxury brands customer service is always stellar.
That's really too bad because the boots look great. I understand your frustration and I am incensed on your behalf. Their website claims that they want your experience to be "perfect". Huh. I will not be shopping for shoes from them and I've linked to your post on our blog, for what it's worth.
When will these people learn? Bloggers now have the power to demand decent customer service! I Stumbled your post, Missy.
That's horrible, Sal! I'm so sorry that happened to you. I've been saving for a pair of Mila flats, but I will spend my money elsewhere now. I just sent them a letter telling them that they've lost my business. I'm also going to forward this link to my shoe-loving friends in case they don't follow your blog. There is no excuse for the level of contempt they clearly hold for their customers. This is unacceptable for a pair of $10 flip-flops, much less for a pair of shoes that cost as much as a car payment.
As far as removing the nail messing up your case–you do have the photo. That may be enough. I don't know what the rules are.
It drives me batty when companies refuse to take responsibility for their mistakes. BATTY. It is as though they simply don't understand that by fixing their mistakes (which may cost them money) it will GAIN them money in the long run. Bet you almost anything that had they fixed the problem and paid the UPS charge, you would be a loyal customer for life, extolling their virtues to anyone who would listen.
Now everyone who reads this blog will have this story in the backs of their minds if they consider purchasing a pair. And so will everyone they share this story with.
Sad face for you.
Wow! That is horrible!! There is nothing worse than bad customer service.. and it sounds like that company carries the torch. I'm sorry you had to go through that. I've been there (with other companies) and completely understand. Eff them!! On another note.. can your dad be any sweeter?? xo-karrie
http://www.hellopretty.net
Uhh how disheartening. I've posted this to twitter. If they don't listen to you maybe they'll listen to google alerts.
What do they mean by the product wasn't defective but we fixed the problem? If the product wasn't defective then there shouldn't have been a problem for them to fix.
You know, I've found in this horrible recession that the idea of customer service has flown out the window. In a time when companies should be bending over backwards in order to secure a loyal and dedicated customer base, they're alienating and abusing their customers.
Pardon my language, but fuck that.
Let's just say that I'll never splurge on a pair of Cdywoqs after reading this post.
Despicable! I can't stand companies that refuse to accept returns, even when justified. It's time like this a blog is fabulous to get that bit of revenge….. maybe send the company a link to this post.
D= There are no words for how wrong that is!! I'll be passing the word around to those I know too.
Oh, I really feel for you and am so cranky on your behalf. How disappointing after such a long build-up of wanting them and then your Dad making such a sweet gesture, you must've been so excited when they arrived and then…this!!
Unfortunately I live in the land that customer service forgot (the UK) so shit customer service is a routine occurrence and good customer service is a rare and pleasant surprise! Still doesn't stop me from being astonished at some people's stupidity and rudeness!
That's shocking – incredibly shocking – for a company that seems so based on the value of handmade, sturdy, gorgeous and EXPENSIVE shoes. How can they expect to keep any sort of customer base with service like that? You could have SUED them if you injured your foot! And they don't even care? Really? Are they aware that you have this blog, and that you can put the word out?
I almost bought a pair of cydwoqs once…I'm glad I didn't. I've turned my shoelust to Tracey Neuls instead.
Oh sweet Sal…they have NO clue what they've just done.
I have long admired this brand – and your and HM's shoes. But, horrible customer service like that – I shall NEVER purchase from them.
The second email you received just reeks of self-righteousness. Sad. Sad. Sad.
What an awful experience! I posted this on my FB page, but you should totally go to http://www.socialsmack.com/ to drop the brand. The more people know about their crappy service the better. I'm so sorry!!
OMFG Sal. I'm speechless. I'd never have thought that a small company who charges that kind of coin for shoes would dare treat a customer that way. How unbelievably shitty. I will say that when I purchased my pair, the sales girl made a point of telling me not to wear them in heavy rain, because with the leather soles and veg dyed leather they aren't really waterproof. But still, the customer service is appalling, and I certainly won't be buying another pair after hearing this story. There are plenty of cute shoes out there, made by companies who don't treat you like crap.
Try to enjoy your shoes if you can; they really are wonderfully comfortable and good for your feet. Rest assured that Cydwoq will pay for their mistake in loss of sales.
Oh Sal, that's such a shame. Try not to let it poison the sweet gesture of your dad's though.
Can you send them a link to this blog post? If you don't want to, I don't mind doing it on your behalf as reader! xxx
posted to Facebook. the nerve of that jerk.
If there was any doubt at all about Rafi's disdain for people who complain after reading Sal's post, check out his response to my letter explaining why I will never be a customer of his:
Hi,
We have more than 100.000 customers and CYDWOQ addicts that continue to spread the word of our quality and service.
There are always issues that sometimes upset customers even with the best and most prestigious products and we cannot do anything about them.
You can see 100 excellent revues and one very bad revue of a product. It is not a reflection of the product or the company.
We do our best to make the best quality product, using the best materials, and PROUDLY MADE in USA.
Good luck.
Rafi
Dude–every bad review like this is a reflection on your company. If someone bought your product, had a problem with it, and was treated badly when they complained, how is that NOT a reflection on your company? I also love the continued refusal to admit that they could not do anything about the issue.
Egad. A leak in a pair of shoes can happen, even with tight quality control, but a staple sticking up from the footbed? Unbelievable! And to get such an uncaring response… That's completely unacceptable. And by 'completely unacceptable,' I mean several unprintable, vituperative things. I'd contact your AG anyway, as you have photographic evidence of a manufacturing/repair "error" that could have caused you serious harm.
I've always liked Cydwoq's offbeat style, and have considered saving up the many, many pennies that it would take to get a pair, but I think they just made it onto my "excluded for reasons of unethical business practices." Oh well. I'm sure that the fine folks at companies like Fluevog, where I've taken problematic shoes and they've fixed them, free of charge, with a friendly smile and a heartfelt apology – will be happy to take my money instead.
I'm sorry this bad experience has soured your father's loving gesture for you. Could you perhaps sell the boots and use the proceeds to get a pair of shoes with less emotional freight?
Sal,
If your father purchased these on a credit card, you may have additional recourse, its its an AMEX, you are in even better luck. Sending back the boot for repair, receiving back a boot that was further damaged and receiving no additional support from the company is def grounds to get the CC company involved.
Sorry that these boots, which should have been a wonderful experience have become an albatross. And if this guy is so proud of his companies track record, he should be more inclined to want to keep it that way. :-/
What is mind boggling is that the PRESIDENT of the company never once apologized to you! That is beyond horrible customer service and now in the realm of all out rudeness. A wonderful gift ruined, that's awful, I feel for you. Your dad is so nice, he deserves a big hug! And you do too for having to put up with such utter crap!
I think Cydwoqs 'loyal customer base' will shrink a bit after word gets out.
I think customer service went out the window before the recession.
The boots are gorgeous, but I understand they are now a symbol of discord for you. You've certainly undergone an unpleasant experience, and it's especially surprising in this economic clime. I usually say a prayer of thanks after every order these days.
Ach, thanks for all your supportive words, friends. This has been absolutely eating me alive all day and I can't shake the ookey feelings. I'll still be faxing my shipping receipt in tomorrow to get reimbursed, and I think I'll include a copy of that last e-mail from Rafi just in case it goes to someone OTHER than him. Seems like he might be the real problem here.
Courtney: HOLY CATS. First off, thank you for taking such swift action. You are a total star. Second, I cannot believe that thick denial! It's more confusing than infuriating at this point. How does this guy think he's going to win by being so adamant and smug about his company? It's just nuts.
My favorite part of Rafi's smug response: "You boots were not defective and we solved the problem at no charge."
There's some logic missing there.
As Bianca mentioned, you do still have recourse with the credit card company. If you dispute with them, you should be able to get a refund and then the CC company will go after the vendor for their money. Good luck!
My goodness Sal! What awful customer service. I love that Courtney sent them an email but what an arrogant response- don't they realise it's the bad reviews they have to look out for? They need to contact their marketing dept, bad reviews no matter how few, is bad business! Don't they realise the fact that customers tell more people about bad experiences than good?
Horrified at the customer service for such pricey shoes!
"a point of telling me not to wear them in heavy rain" for that kind of money, that's really not acceptable. why waste money on such lack of quality? ugh.
I am so sorry that happened to you. The boots should have been great for you to wear, boo!
Wow…that's ridiculous. Thanks for the post. I will definitely nto be buying from them.
clothed much, a modest fashion blog
Like everyone else here, I can't freaking believe the piss poor "customer service" (a misnomer if there ever was one). I'm unfamiliar with this brand, but spending that kind of money on shoes should absolutely guarantee terrific customer service. I think what has irked most of us here is that fact that the PRESIDENT of the company never apologized. Leaking, staple-infested shoes? I wish you were kidding me. We're all on your side, baby.
Like everyone else here, I can't freaking believe the piss poor "customer service" (a misnomer if there ever was one). I'm unfamiliar with this brand, but spending that kind of money on shoes should absolutely guarantee terrific customer service. I think what has irked most of us here is that fact that the PRESIDENT of the company never apologized. Leaking, staple-infested shoes? I wish you were kidding me. We're all on your side, baby.
That is appalling…to not jump to correct the problem, cover your costs, apologize (!) and do everything possible to keep you happy…?? I have looked longingly at their shoes, but now I will put my hard-earned money towards a company that does NOT treat its customers like they are the ones in the wrong!
You might try the BBB anyway–at least then someone who's considering ordering might see that there's an unresolved complaint. And being WILLING TO INJURE YOU sures seems like something that deserves a public complaint.
OK boo because those boots are really gorgeous and the gesture from your father is so sweet. I hope in time the bad memory will fade and these boots become your pretty boots from your dad'' again…
The commenter who brought up the credit card may be on to something. I've called visa when I've bought a product that failed to live up to reasonable wear and tear expectations. They somehow dealt with the seller, and I was able to return the product even though I'd had it beyond the store's return policy. Keep fighting! I just bought a pair of cydwoqs at Buffalo Exchange–I'm glad these fine re-sellers were the ones to profit, and not Rafi. Karma will get him in the end.
Sal,
I was saddened to read of your experience, and can particularly relate to the soured association in contrast to the sweetness of your father's gift.
Years ago, shortly after he began Cydwoq, I had purchased a "RAFI" design and wasn't too thrilled with the quality for what I'd paid. I also encountered some difficult in returning the item for reimbursement.
If someone were to gift me with an offer for a groovy pair of expensive shoes, I'd jump on a design from Calleen Cordero. . . quality, Made in USA, and pricey
http://www.calleencordero.com/
My vote is to persist in getting your investment back. I'm hopeful and believe the cream ALWAYS rises to the top!
Hugs, Jean
I hate it when companies get defensive and use the "well no one else has a problem" excuse. Maybe other people do have a problem, they just haven't complained. If they were smart, they'd be using this as an opportunity to build better relationships instead of acting this way.
Everyone!!! Please have in mind that Cydwoq shoes for the most part are incredibly stylish and comfortable. They are not cheap but they will last you many years.
Ash
Everyone!!! Please have in mind that Cydwoq shoes for the most part are incredibly stylish and comfortable. They are not cheap but they will last you many years.
Ash
Tell your father to contest this with his credit card company. They will require he write a letter to them explaining the situation and almost always they will side with you and reimburse the cost of the shoes. It's easily done.
Yikes! Aside from the general annoyance of something like this (who wants a pair of shoes to leak/be defective?!)–that is really infuriating that the company president seems to be so lacking in customer service skills. Really, really sorry for all this trouble you're going through with these Sal! There is no reason you should be dealing with this sort of crap for an expensive pair of kicks!
Here's keeping my fingers crossed that perhaps the company reps will have an epiphany and make good on these!
♥ Casey
blog | elegantmusings.com
Apparently Rafi was on another planet when Dave Carroll and Sons of Maxwell took on the airline industry with 'United Breaks Guitars'. I would have thought businesses would now be a whole lot smarter in this viral age.
Oi!
disgusting customer service. so sorry this happened to you, sal. i hope lots of people hear about this, and they are moved to make changes to handle their customer service and manufacturing processes in a more professional and careful manner.
my personal experience with cydwoqs: i had a pair of their thong sandals in the mid-2000s, and they a.) cut into the top of my foot so badly during the breaking in period that they caused bloody lacerations that were at least 2-3mm deep and took WEEKS to heal. to say they were uncomfortable is a serious understatement.
they also had absolutely no traction on the bottom, which caused me to slip on the concrete stairs of the old loft building in brooklyn i lived in at the time. i slipped off the top stair, and crashed down on my back and butt, about 4-6 stairs down one flight. luckily i didn't smack my head. i had bruises for at least a week.
needless to say they didn't get much wear after all that BS…and i have refused to get another pair of their shoes EVER AGAIN.
It's like the president of the company never heard of the phrase "public relations." He's about to have a pr nightmare on his hands…Hm. Is there a pr/press department link on their site? I'd send THEM a link to this post as well. Sometimes CEOs are the worst people to talk to in situations like this one – like this person, they seem to take problems personally, while other people within the company have a more clear-sighted view of what needs to be done. Then again, it is likely too late for that type of communication: Rafi has burned bridges with a lot of (current/former/potential) customers by his response to this situation.
Obviously the president of the company should not be dealing with the customers, what an unprofessional way to handle this! You would have been fine if they had any kind of customer service protocol in place that dealt with returns and repairs properly.
I see that this was already mentioned, but yes go through the credit card company. Most include a customer warranty benefit that lets you dispute the charge for defective product when you show that you're not getting resolution through the seller.
As mentioned, most credit cards have a customer warranty benefit. File a dispute with them, showing that you received defective product and failed to receive resolution from the seller.
Won't make you happy, but should get the money back to buy a different pair of shoes.
UGH- that's terrible. So sorry your experience has been a bad one.
If anyone I knew bought $350 shoes, I would for sure tell them not to buy Cydwoqs!!! The owner seems very smug about his company and unwilling to accept that the EXPENSIVE shoes he was selling are NOT well made and he has extremely POOR customer service!!! I'm sooo sorry that this 'gift' had to turn into such a nightmare for you. I'm infuriated for you, I think all AP readers should send these people a note telling them that we will NOT be purchasing from them, and SPREAD THE WORD- thanks for letting us know, I think you were right to fight about this issue.
I'm so frustrated and mad for you! I cannot believe that kind of customer service! The first half of the story is bad enough, but then to dismiss a staple in the insole of the shoe? My goodness!! Appalling.
I know you may not want to get your dad involved, but certainly he does not have to pay the credit card bill and he can dispute the charge.
People are still going to love the shoes and buy the shoes; however, knowing this kind of horrific attitude towards customers should really discourage anyone from wanting to buy them.
What a jackass! I don't even care if the boots are awesome or whatever, that is horrible customer service! That man got deeply offended like a middle school girl and went on to make excuses instead of fixing the existing problem.
Super lame my dear, sorry you had to go through all the BS.
I've had a disappointing experience with my Cydwoqs too. A button stud fell off of one, and I contacted the company via email to ask if I could get a replacement, or at least where I could buy one. A matching one would be hard to find. No response. So I emailed twice more, getting increasingly irritated. No reply. Eventually I got an envelope in the mail with a button stud in it. No note, nothing. The heel bottoms wore through in 5 months, and I got them repaired through the shop at which I bought them. Cydwoq will not do anything and you won't get a reply.
Also am currently dealing with having a couple of pair repaired, and found your post in my search for information.
A couple of things to think about before filing a class action lawsuit:
1. About the emails- His emails to me feel like emails that you would get if you were in Europe. Very brief and to the point. Never any apologies. (I'm used to this having lived there for a number of years). He seems to be Armenian, trained in Europe, and move to the US. And it was the president of the company that emailed you. Now that said, I'd say he probably should have somebody else do the customer service- not really what a president of a company should be doing. But the emails do make sense to me. It's a cultural difference.
2. These are low volume production handmade shoes. This means that they are totally different than the experience that (we all) have had with most of our clothes purchases. Nike, for example, has the advantage of a huge development staff and the volume in the millions to engineer out all the production problems with their shoes because they make so many. Handmade means just that, it doesn't mean problem free. (Why else does it take 3-4 fittings to have a good custom suit made? It takes 3-4 times to get it right). Bespoke verses mass production is a tradeoff- in this case having to deal with a grumpy company instead of the consumer guilt when reading about the Foxcomm suicides in China.
Again, another cultural difference- this time one of consumer values.
Now, I may also go through the same hassles getting my shoes fixed, and this stuff also gets my goat from time to time. -and- if this was Apple, Ford, T-mobile, or IKEA, I'd be totally with you. However, the desire to have something out of the ordinary means sometimes having to deal with stuff. Good luck with your shoes.
…and just a light comment to some of the other posters- if you think that $350 is a lot for shoes, you just aren't trying hard enough.
Article about the company: http://www.theepochtimes.com/n2/content/view/22694
one of the best things i ever learned/embraced was being able to say i was wrong. growing up, i felt like making a mistake or not doing something perfecting was the end of the world, but once i figured out that it wasn't or that i wouldn't be disowned, i freely started admitting mistakes and even taking ownership of screw ups. it has helped me in all aspects of my life – personal life, internpersonal relationships with everyone and in my business dealings. to tell someone you were wrong without getting defensive and making excuses not only frees you up but gets you respect. it is nothing off your worth as a human to "be human" — it's too bad this company doesn't know that.
It's a bummer that the service is so poor. Those were really cute boots!
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What a terrible story. I found Jim's thoughts on the cultural differences to be interesting, but it didn't make sense to me after reading the article he linked to: http://www.theepochtimes.com/n2/content/view/22694 Especially with this quote from Rafi Balouzian, “I have my customers do my marketing and PR.” If that is the case, then it's even more puzzling to consider your experience and the negative experiences of a few of your commenters. Rafi's behavior little sense in that context.
I really appreciate you sharing your experience with this company. In deciding which companies to support with my business, it just makes sense to choose a company that values their customers. Obviously, Cydwoq is about making money off the customer- and not about giving a customer what they have paid for.
Really good to know. Sorry you had to go through this, but just think: for everyone of us that posts, there's probably another 50-100 that will hear about it. Soon this company will be known as the "Asshole who sells shoes".
Wowza! Someone from info@cydwoq.com just responded back to an e-mail I sent expressing my sadness about this situation, and check out the response:
from info@cydwoq.com
date Mon, Jun 7, 2010 at 8:49 PM
subject Re: Saddened to read this.
mailed-by srs.bis.na.blackberry.com
I am saddened too
All taken care of – boots fixed- shipping reimbursed removed by owner. I will gladly refund the money to get out of this nightmare.
Sent via BlackBerry from T-Mobile
Yikes! That was not the best way to handle a complaint.
I don't know why anyone would expect fairness from a company that makes shoes out of dead cows. Leather cows are generally not the same cows that are used for food, and the tanning process is ridiculously harmful to the environment. When company has such low ethics that they will make products that are terrible for animals and the earth, you can't really expect ethical service.
the owner was a huge jerkoff to you. i'm happy that you got your money back and were refunded your shipping costs. jackass owner had no clue that he was messing with the wrong woman. that's right! i don't think, and you probably know,that jerk's rudeness doesn't take away at all from your father's heartfelt and very loving offer of a most generous and awesome gift. a dad like that, who treats his daughter like gold, would raise a woman who would instinctively know when she was being treated poorly, would find it completely unacceptable, would surely not stand for it, and would say so. sadly, there are many women out there who would not have the courage to stand up to such a bully. i don't even appreciate how ari excused that jerk's behavior, explaining it away as an acceptable way for a business owner to behave when sticking up for his company. i mean he works for the guy, so maybe he had to assuage his fragile ego by making such a statement, while giving you the service you deserved. still, it's sickening. rather than be gracious about the mistake his company made, the jerk owner decided to make it some sort of personal attack on him. and he created a little war of words between you that a 3rd party (ari) had to mediate! ridiculous! you gotta wonder how emotionally mature this creep is. i mean you didn't even know the guy. you just received a nasty pair of shoes. it wasn't personal at all. and you should have received adequate customer service. good for you for fighting the good fight and for (metaphorically speaking) taking it to city hall. you go girl! thanks for showing us how it's done.
I have to agree with Anonymous above me, as a vegan and an advocate of animal rights. Faux-leather for me, all the way. But no matter what, customer service is the only way to keep a company running, so I'm bothered by the saga you were put through as a fellow consumer.
I don't have a blog at all, much less a super-popular one.
I don't have a twitter account, much less one with oodles of followers.
So, if that was MY customer service issue, I guess they wouldn't give a rat's behind, huh?
Good thing you're internet-famous Sally, or else you wouldn't have gotten anything but attitude.
Unfortunately that leaves the rest of us common folk out in the cold, so I will be avoiding Cydwoq entirely, and will continue to speak against them.
Sadly, you and Audi were the ones who first turned me on to them in the first place.
Sara: You might be right.
My hope, though, is that this whole fiasco has taught them the value of good customer service. They had no idea that my blog existed until Sunday, so I got the same treatment as anyone else up till then. Maybe NOW they'll treat all customers as if they might be capable of spreading the word far and wide.
I'm glad to hear that you finally got the ear of the person who could make things right. I have those Cydwoq boots too (and a few others) so I'm planning to stomp around in the rain with them on to test their leakability.
I'm so glad they resolved that for you. I had a similar experience with my wedding dress (!) where it was late, they lied to me, etc etc. And your comment about its effect on this being a gift from your dad really struck me, because I had that same disappointment – the wedding dress was to be a really nice experience with my mom in planning my wedding and instead it turned into an ugly battle with this dress shop (which is no longer in business). Good for you hanging in there!
Sal – I'm super happy that you got the situation settled and I think it is nothing short of fantastic that you stuck up for yourself against craptastic customer service.
I read somewhere recently about a woman who had a popular blog who blogged and tweeted about Maytag's crappy customer service, and within a day the problem was fixed after word was spread all over the nets.
It does make me a smidgen afraid that people who don't have blogs or twitter accounts will just end up stuck with the bad service… but then again, its a good thing we have blogs and whatnot to turn to for reviews in the first place
Thanks for telling us all about this, Sal!
They need to hire unemployed me to teach them about customer service in the US. I have done it all my life and would NEVER let this happen… even if the rules said you were not getting a refund you should never ever get attitude. People don't understand that attitude costs them money.
They are just not American and don't see why it should matter. It does. I am European too, and have lived in the US for 22 years. one reason i like it is that you tend to be treated better as a customer.
Methinks Rafi is an insufferable douche and stupid as all hell. I still can't believe that he needed someone who runs his twitter account to explain to him that he unknowingly just pissed someone off who has an outlet to thousands of consumers. Unluckily, the damage has been done and I don't think anyone who has read this will buy a pair of their shoes. Some of them look like they came from fucking Middle Earth and were made by hobbits anyway.
So happy to read the update. I shared the situation with my customer service staff and they were appalled! Ari took care of this as it should have been handled in the first place. His point about Rafi's defensiveness, while not an excuse, is a good explanation for why he reacted the way he did!
Good for you for sticking with it!
I am really happy to have found your blog and am so thrilled by your advice. I also really appreciate how you handled this boot situation. You were wronged yet you were respectful, firm and clear about what you wanted. As glad as I am to be warned about a company who does something insanely wrong by a customer, I am thrilled to hear that it was put to rights. Thanks for sharing the whole story–especially the part about how the bad experience ruined what was a lovely gift. I hear you! and hope a little of the joy has been salvaged.
Three cheers for you for sticking to your guns, girl! Congrats on a fight well won!
Just been going through the same silliness with arrogant (ignorant) Rafi. Shoes had an obvious design flaw. Mailed them in multiple times. I paid each time. He blamed my foot for the problem. Just got the shoes back today. He finally fixed per my recommendation. Hopefully they are really fixed since I won’t send the in again. I’m just surprised that more retailers don’t protect their customers better!
OK now that's a great update. Glad that you were able to get through to someone who saw the facts, rather than the emotional owner.
Wonderful, Sal. This is as it should be. I can tell you my experience with a larger company: Bergdorf Goodman. The ending was not good and I'm sorry to say my long relationship with Bergdorf Goodman/Neiman Marcus has ended.
Ooops. Last comment re: Bergdorf Goodman/Neiman Marcus was from me.
One of my customers told me about your blog and your experience with Cydwoq. I've been one of Cydwoq's longest retailers, and what happened to you is normal for the company. I've sold hundreds of thousands of dollars worth of his shoes and I get treated exactly the same way. Even in the face of an obvious design/fit problem, he will adamantly deny it and either blames my ignorance (even after a decade of selling them) or the customer's feet. I no longer contact the company about problems. I just deal with them myself. There is absolutely zero appreciation by Cydwoq for the work I've done to sell his shoes. I no longer have customers contact CYDWOQ directly because he either treats them like the way you were treated or tries to steal my business and sell direct. Rafi is a complete asshole… arrogant, closed minded, and self serving. He takes the dick artistic license to a whole new level. So, why do I keep selling the shoes? Because I'm known for having the best selection and there's nothing else like them in the market. Unfortunately, Rafi knows this. I'm a bit surprised and happy to hear his son (Ari who is about 20 y/o) intervened and Rafi actually listened.
It's not the same, but I bought a pair of boots once (different brand) and went through a similar saga with the store who sold them to me. First they said they'd accidentally sold the pair they put on hold, then they mysteriously turned up (no phone call, I happened to find them on the shelf two weeks later), then one of them had faulty stitching so they sent them away to be fixed, then they LOST just ONE of the boots, then I didn't hear from them for two months because they were "looking" for the boot and refused to give me a refund because "they would definitely find it", then when I called them to find out where the fuck the other boot was, they'd miraciously found it the second I rang.
By the time I got the boots ($300 boots mind you) I hated them. I still have them, and every winter I try them on, hopeful – and then put them back in the closet.
Poor customer service ruins positive experiences.
That's terrible, Sal. Having spent SO many of my younger years working in retail, and always going above and beyond to provide good customer service (I genuinely like people and always wanted to help them as much as I could!), if I have an appalling customer service experience these days, few things will make me crankier. It's disappointing, disrespectful and completely unnecessary – so I'm so glad that everything was resolved for you!
Woohoo! WTG, you rock!
Hi,
I also had purchased the same pair of boots and within one month of wear, there was a tear in the leather. I contacted Cydwoq with regards to this issue and asked for the shoes to be either replaced or repaired. They had agreed to repair it but refused to pay for shipping as well. In addition, Rafi insisted that I had high instep or wide feet and that is what caused the leather to rip and not an issue of craftsmanship or quality. I wish I had seen this post before purchasing them. 350$ dollars down the drain!
Thank you so much for posting your experience with CYDWOQ. Rafi’s behavior and attitude truly disgusts me. If Ari wishes to take the company over someday and ensure its success, he needs to have someone other than Rafi answering customers’ emails and faxes. If their sales truly increased by 30% in the middle of The Great Recession, then they can afford to pay a FT customer service representative to respond to customer inquiries and complaints — and they obviously desperately need one.
Interestingly, I found your post by googling “Cydwoq + Better Business Bureau” as I had become curious that I had emailed them a question regarding sizing and never heard back. It seemed like a bad sign – that a company that charges so much for their shoes can not politely respond to a very basic inquiry within a couple weeks. Now I see that they don’t respond to anyone’s emails. I had been on the verge of purchasing a pair of shoes, but hesitate to give my money to a company that so deeply disrespects their customers, so I will look elsewhere.
In addition, I have requested the BBB ‘develop a report’ about this company.
Thanks for this post!
I am in the process of having to deal with the owner over my brand new pair of shoes from Cydwoq.
They seem to think that a frayed cut in the leather (about 4mm, they call it a nick for stitching) is OK for a brand new pair of shoes. I mean, there’s frayed leather (from the flesh side) showing, for goodness sakes!
The email exchange, so far –
ME – I finally got the Bullit shoes directly from yourselves today. I noticed that there is a small rip in the leather, in the right shoe, near where it meets the tongue. the tear runs from the edge of the leather into the thread. what can i do to prevent it from tearing in the future?
CYDWOQ – Put the shoe on the floor and slide your foot in.
DO NOT split the two sides open and push your foot in when the shoe is not on the ground.
ME – The foot is now in the shoe. Now what? Will it tear further if I stand up?
And how shall I take the shoe off without it tearing further?
CYDWOQ – Please ail the picture (sic)
ME – The tear looks like its made by a scapel cut and is at a 45 degree angle to the edge. (with 6 photo attachments)
CYDWOQ – That is a nick for stitching reference point between the panels.
It will not tear.
I am not into discrediting anyone and I allow for mistakes (and sometimes even a bit insane behaviour) but I write this to hilight the possible transactions that others might encounter with them. I think it is probably better to purchase from dealers than directly from them.
For me, I just find it difficult to understand why it is so difficult for them to say, “Oops, we missed that one”. Do they honestly think my feet will be happy if I am not? Evidently they care not. The $389 purchase (including shipping and import taxes) is still sitting in the box.
I’ve had a pair of Cydwoq Mocs since about 2003. I love the shoes. However, there’s been this ongoing problem where the soles fail to stay attached to the shoe. Every other shoe I’ve seen or owned has the soles stitched to the shoe, but these are just glued, and after a while, they become unglued. I’ve tried to have them fixed locally, but the response I get along the lines of ‘we can’t fix these because they are just glued together’. So, I finally contact Cydwoq directly, asking if they could please repair them, and being willing to pay for the repairs and the shipping. I sent and email to Cydwoq requesting the repairs, (and being fully willing to pay for shipping and the repairs) and the response I got back was, “We cannot repair shoes that are worn beyond repair.” I got this without him even seeing the shoes. Finally, after some back-and-forth email, he says to send them in and they will repair them free of charge. Great. I pay to send them in, and two weeks later, I get them back. After a couple of weeks of wearing them, the soles once again start to separate. What does it take to get these shoes repaired correctly? I mean, if the guy who made the shoes can’t fix them, who can? Their customer service is sorely lacking.
Great blog post, pics, and story! I came across your post when I googled, “Trouble with Cydwoq shoes.” It was the first hit. I bought my first pair of Cydwoq’s from Traipse in Chicago around two years ago. Absolutely loved the idea of handmade, fashionable, orthopedically-sound shoes. Well, my men’s Radar shoes seem to have a major structural flaw. On both the right and the left shoe, a two-inch tear has appeared right where the leather of the heel meets the rubber of the sole. It is not a separation of the heel and sole, the leather of the heel is actually ripping. I’ve kept the shoes dry and regularly polished, gotten the heels replaced often, and even had the sole replaced once too. It seem to me that the whole “negative heel” construction doesn’t work on the Radar model, as the shoe is ripping right where my weight falls in the shoe. I’m super disappointed in Cydwoq and frustrated that $250 doesn’t buy lasting quality. I don’t think that this is a universal issue for all Cydwoq shoes, but it seems to be a design flaw in the shoes that don’t have a chunky heel on them. I think your boots are safe, as they have a substantial heel on them…the Radar shoe, however, has almost no heel, so all the weight of my stride falls on the leather heel-cup. Long story short…do you think I should try and work with Traipse and/or Cydwoq to get a refund? I’ve worn the shoes maybe three times a month for two years…but I spent $250 with the intention of these lasting a loooong time. Thoughts?
I’ve heard many similar tales. Yes, I’d contact Traipse first and see what they can do for you.