Poor After-sales Service!

I bought a pair of shoes recently (Monday, 24 Sep) from a famous shoe shop in Parco Bugis Junction

And guess what? I've only worn for one day (Tuesday) and part of the ornament (chain of glittering studs) came off from the shoe!

As I was meeting a friend near Bugis area after work, I decided to go back to the shop to ask the staff to have the ornament glued back to the shoe before I go for my appointment.

To my disappointment, they told me they did not have any glue in the shop. Then I had to walk with care for the rest of the evening for fear that the chain might drop off anytime while walking. Then it would be a waste to spend $39.90 on a pair of shoes without the chain of studs, which I could have bought from any other shoe shops at a much lower price!

My friend told me that I could have asked them to change a new pair of shoes for me. But do you think they would want to replace a new pair of shoes for me? I doubt so...

I wrote in to feedback on their poor after-sales service. I received their reply shortly after. The email wasn't replied with a "Re: Poor After-sales Service" but a "Fw: Poor After-sales Service".

"We do provide after-sales services on some shoe repairs and change of heel caps, etc. However these are to be sent back to our head office for merchandise varification on case of repiars with approximately 2-3 weeks processing.

I understand your fustrations on the ornaments of the shoe which came off within the day. Currently our shop staff does not do such services. However, your feedback will be posted to the management for consideration."

Firstly, there's so many spelling mistakes in the reply. Apparently, the person can't be bothered to read through what she has replied.

Secondly, the after-sales service was not properly planned at all. Probably this applies to other shoe shops as well, I don't know.... But if it's just the chain that has dropped off, they still need to send the shoe back to the head office and wait for another 2-3 weeks before I can retrieve my shoes... isn't it a little too long time to process?

Thirdly, the email address to write to was different for a member and a non-member. Probably I was writing as a non-member, that's why such a reply.

I do not entrust those shoe shops to take back my shoes for repairs anymore. Last year November, I bought a pair of shoes from Tinkle Bell, now known as Tinkle Toes. As the shoes were too tight, I sent the shoes to the shoe shop. They also told me there's no expansion tool in their shop and had to take back to their headquarters to expand my shoes.

And guess what? Two weeks later, they called and asked if I had taken back my shoes. I told them NO. Obviously they had misplaced my shoes and they couldn't find it anywhere in their store.

It was until the following year (Year 2007) that they called and still assured me that they would find my shoes for me. They could have just replaced a new pair of shoes for me, what's so difficult?

This dragged on for another two weeks before they finally were willing to compensate me with a new pair of shoes.

This just made me remember that I've yet to receive the the member card which Tinkle Toes had promised from last year when I bought the shoes. See how 'efficient' they are? Already past 10 months but the member card is still not processed. When I enquire, they told me it'll take some time because there's only one staff doing the member card processing.

Well... my problem is it? They should have come up with some solutions rather then keep the customers waiting! I wonder if all these should be brought to the Press Forums so that better services can be provided.

Alan told me it's a small matter and because this is Singapore, I can't expect much from good after-sales service. Well... I told him too bad then... because I'm a local shopper and local shoppers like to complain!

P.S. Ask from me if you wanna see the whole email. Got more spelling mistakes inside!