Props to Piloti!

I had a pair of Piloti driving shoes that I bought about 7 years ago. After about a year of moderate use, the leather tore on the inside of one of the shoes. I was a little disappointed and contacted the company. Their rep told me to send the shoes back, and if the damage looked like a manufacturer's error, they would be happy to replace them. Well, I'm lazy. And they sat in my closet until 2 weeks ago when I decided to send them back. You could tell by the soles that they hadn't been used too much. Well, today we returned from running errands and found a box on our front step. Inside?
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Nice, those shoes look pretty nice, are they light?

 

Yeah--I also asked if they could send me a different color. But that was being a little too ambitious...

 

That's a while, 7 years, try doing that with other brands. Good thing your shoe size didn't change. (Unless it did, and they sent you the new size.)

 

Good on them.

Nordstrom will do things like this with shoes too.

 

Awesome customer service!

 

they got what they wanted, WOM. you cant pay for better PR

Congrats and none the less, great customer service


Antony

 

Excuse my business terminology ignorance but what is WOM? I am guessing Wide Open Media which is probably way off.

 

Word Of Mouth (Marketing)... generally smaller, upscale/import/'luxury' goods manufacturers/suppliers are very accommodating.

Almost 20 years ago, I had a $110+ set of Nike Air Max running shoes that I prematurely wore-out (distance-running/training). Nike sent me a replacement pair, ASAP. Sadly, I don't see that happening now, in this day & age!

 

On a flip-side, I had a pair of simple, white canvas Sperry Top-Sider slip-ons. I bought them on sale and put them away for the future when I needed a new pair for the summer. When I opened the box, the rubber (on only one) had "yellowed". I actually found the humor in the situation but decided to write an executive at Sperry regarding the product. Never received a reply, much less a replacement. So now a few years later, here I am writing... had they offered a simple gesture of customer service, this email would have been in praise rather than complaint. Guess they made their own bed... and I now have a pair of slip-ons that will be relegated to "car washing" shoes...

 

ah thanks. Sorry, kind of a late thanks.

 

I think a big part of their ability to warranty a pair of $100 shoes is that it cost about about $2 to make them in china.

 

Damn! Shoulda asked for a few pair.

 

i hae those exact same shoes, maybe in a different color, though. I got 'em a marshalls a few weeks ago for $15!