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Tods Shoes are an Expensive Ripoff

DSC04476You can buy Tods loafers at Neiman Marcus and Bergdorf Goodman for around $400.

 I had bought a pair a while back and thought they would last me a long time. Imagine my dismay when I went to put them on this fall and they felt mushy inside. I looked closer, they seemed to have some sort of deterioration in the sole.

 I took them to the shoe repairman – they are high-end loafers, after all and worth the cost of repair. But he examined them and then showed me by peeling back the rubber sole, the inside of the shoe support was disintegrating into sand.

 “They can’t be repaired,” he said. “Deficient materials.”

Apparently my $400 shoes had suffered irrepreable trauma from resting in my closet (which is a typical closet). The materials used to manufacture the sole of the shoe were simply falling apart. It was not due to overuse or anything else I had done to the shoe. It was faulty manufacturing.

 After spending so much on a pair of shoes, I expected the company to rectify the situation. (A pair similar to mine is on the Neiman Marcus Web site for $425.) I found a Contact Us email address on the Tods official Web site and emailed them about my problem.

 A customer service specialist emailed me back asking me for the product number and other obscure information and demanding a receipt from a Tods store and digital photos of the shoes.

 I emailed several photos of the shoes. I explained that they weren’t new, and that I didn’t have a receipt, but that I had paid full retail and expected that a premium product like my Tods loafers would be repaired or replaced if they inexplicably fell apart.

 The Tods person responded that unless the shoes were bought at a Tods store, they would not be replaced or repaired.

 I emailed back offering to send them the shoes if they had any doubt about their authenticity, and she emailed back saying that they had no doubt, they recognized the shoes in the photo, but Too Bad, since I didn’t have a receipt and hadn’t bought them at a Tods store but at a distributor (like Neiman Marcus), I was out of luck.

 I wrote saying this was a very bad policy and saying I had spent a Lot Of Money on the shoes, and the customer service person responded that lots of companies had that policy.

 I said that just because other companies had the policy didn’t mean it didn’t suck. I was pissed!

 Meanwhile, one wet and rainy day while in New York City, a friend of mine rhapsodized about her (then soggy) Born shoes, which retail around $100 or less. She said that she had had a problem where the sole of a shoe split down the middle. She sent it to Born and they replaced it immediately. They didn’t ask her for obscure product numbers and digital photos and receipts from a Born store.

 In this economy, when you’re charging premium prices, does it make sense to treat your customers badly? I don’t think so.

 No more Tods shoes for me.

Categories: General

3 Responses

  1. CKilbey says:

    Don’t fret… the shoes are ugly anyway!

  2. Kathryn Higgins says:

    I always love approving comments like this. I think it speaks for itself, what with the personal attacks, and is perhaps from an angry (really angry!) Tods representative. Per this comment, I guess expecting value for your dollar is some kind of weird American eccentricity.

    But I guess I would like to say that it is a “good,” a shoe, which is deficient in quality here. The customer service happens to be deficient too. Who would pay $400 for a shoe that falls apart? From a company that doesn’t care?

  3. Mahsa says:

    As someone who spent some time living, working, and studying in Milan, Italy, I feel compelled to counter your senseless and absurd rant. I’m assuming what with your Berkeley and Sarah Lawrence degrees you should be informed enough to understand that you paid for a GOOD and not a SERVICE. I have to question whether this is your first time purchasing a European, let alone Italian good. Customer service is something invented by whiny, blogging Americans with a questionable and false sense of entitlement. Are you familiar with coperta? Given your blog rant, I have to assume you do not know that in Europe it isn’t even customary to tip your servers at cafes and restaurants. You are paying for the meal, not the server’s time. So if you are in the market for the Olive Garden of shoes, may I suggest or If a $400 sunk cost has enraged you so far as to write a rant blog, maybe you’d be better served purchasing via a paypal account. Further, I find it amusing that you state that “you” can buy a pair for around $400. I’m curious what YOU paid for them. If I worked for Tods customer service I’d suspect you were trying to trade in a pair of knock-offs from DSW for the real thing or trying to milk a company with an impeccable quality record to make you feel better about something you probably could not and/or cannot afford. And by the way, as a personal and satisfied owner of Tods shoes, I also feel compelled to highlight that they were and still are intended to be driving shoes, not shoes for hiking the concrete jungle of New York City. So unless the clutch of your Ferrari causes your precious sole to become “mushy” then, and only then, would you even have a case worth wasting their time.