My shoes fit but are awfully noisy and squeaky when I walk; to the point where they sound like they are made of plastic, not leather. Since I didn’t think the squeaky sounds would just go away, I decided I wanted to do an exchange for another style or possibly get store credit. I saw in the return policy details that I could do an exchange or get store credit, as I was still within the 14-day window since the shoes were delivered to me and the shoe sale price did not end in .99. I attempted to use the company’s link to begin the return/exchange process and immediately ran into an issue - there was only a return option; no option to do an exchange or get store credit (even though the website says an exchange can be done through the link I was using). I went ahead and emailed customer service using the email address listed on the website. Here is where the real disappointment began. The customer service rep has been spotty, at best, in replying to my emails. When she did reply, she told me I cannot exchange my current shoes for any shoe that is a higher price. The exchange has to be for the same exact price or less. I found that to be a little stringent and ridiculous, because if I can’t find a shoe for the same exact price then I am forced to go with a shoe where I lose out on money. So, I asked if I could just select what I wanted and pay the difference, if the shoe was a bit more than the one I was trying to send back. Two days later, after not hearing back on my question, I had to send a follow-up email. At that point, the same customer service rep finally got back to me and told me paying the difference was not an option…again, a ridiculous policy. The last email I sent on 10/7 (and to which I have yet to hear back on, five days later), I asked if I could do the store credit option instead of the exchange, since the Kaanas website claims they can do store credit. No response and when I try to call the one phone number listed on the Kaanas website it goes to a voicemail and appears to be someone’s direct cellphone. I am now past the 14-day window since the shoes were delivered to me and will likely be told I’m too late to do an exchange or get store credit…that is, if anyone actually ever gets back to me on the last email I sent. Not a happy customer at all and will never order from Kaanas, again. I prefer to spend my money on businesses with better return/exchange policies and better, more responsive customer service and a proper phone number to reach customer service.
