Naturalizer

I ordered a handbag on Nov 30 2019 from a Naturalizer store. The wrong color was sent. I called customer service to get a pre-paid return label since I did not feel I should pay for the return. The warehouse sent the wrong color. They could not email the label to me so it was sent via regular mail. I returned the item. Never heard anything from them until I called 2 weeks later. Apparently I had to call when I returned the item so they could place a new order. Nothing happens automatically when a returned item is received. Several days later on Dec 31 2019, I get an email saying they were out of stock. The email said my credit card was not charged. Wrong! I called again and they said the second order was not charged (true) but the charge for the first order still went through. They will be crediting me for the first order. Other problems that I've had: website still says I can order my handbag in the color I want. I can even put it into my cart. However, they do not have it in stock. The price of the handbag has also doubled.

I will never shop from Naturalizer ever again, they have given me the worst customer experience I have ever had. I had to order a pair of boots to be sent to my home. When they came in, they were defective with a tear in the leather. When I called the store, they told me I had to send them back in the mail (buy a box to put the shoebox in to be mailed), then they would refund my card and I could purchase another pair. Well I bought the shoes on Black Friday for a good deal so I wouldn't have been able to get the same good deal if I had to place another order. So after several phone calls, and waiting on hold for 5 - 10 minutes each call, they told me they would just send me another pair once I had dropped off the defective pair at FedEx. When the second pair came in, well surprise, another tear in the leather, a different spot than the last. Hello?! Does anyone check the shoes before they are sent to customers? So I had to call back, wait on hold, make another complaint, they accused me of making the tears when I opened the box, which I couldn't have, and then said I would have to wait 10-15 days after they receive the boots, for a refund check in the mail. Are you kidding me? They should refund my card immediately as soon as I send the boots back through FedEx. One of the people I talked to was rude and would not help me at all. Do not ever order shoes from this company because they obviously don't check the shoes before being mailed, and if you have to send them back, well good luck! Most horrible experience ever.

Bought 6 pairs of shoes online fr me n my daughter in December 2019. Items received within few days n I assume that all shoes shipped. Only realised after few days that 1 shoe is missing.
I emailed them, and ws told that my order is cancelled due to insufficient inventory and they will start with the return/credit process of which I dont know when I'l receive. If they could inform me n asked if I agree to a replacement, I would b happy to select another shoe of equal value. What Im disappointed about is that they didn't even inform me of the unshipped shoe till I found out about it myself. I emailed them of my disappointment with no reply from them but I still receive emails. I still notice online the shoe that I ordered. They even asked for shoes review but I could not be bothered as I'm so disappointed. My advice, dont do online purchase. Go to their stores to find wht u want n get a perfect fit. Not a good online customer service at all considering the amount that I spent online n at Naturalizer stores, I'm so disappointed. I had good experience with another online store that I ordered souvenirs frm, n even with unavailability of 1 magnet that cost a mere $5, they emailed me before shipping if I want a replacement or a refund. Now that's what I call an excellent customer service n an honest company.

This is disappointing because the shoes are so comfortable. I ordered two pair of shoes back in June, a week later I got a tracking number for 1 pair, after a week in a half they still didn't show up and I never got a tracking number for the other pair. The Fed Ex tracking showed the package lost, so I attempted several times to call CS and was on hold forever, and I would get a message that said your wait time is 30 mins, 10 mins later I'd get another message that would say your wait time is 40 mins., how does your wait time go up instead of down? I tried emailing them have never heard back, called Fed Ex and they said the package was lost. A couple of days later I received the pair of shoes I never got the tracking number for. I called CS again waited 45 mins for someone only to be told that my shoes were delivered, I kept trying to tell her I only received 1 pair, then she told I had to wait one more week and call back to report them missing. On July 2, I called waited about 30 mins, filed a claim, was told I would get a response by July 6, it's now July 9th, nothing. I out money and no shoes. Never again!

Never buy from Naturalizer unless you're sure you never need to return your purchase. The customer service is terrible!!!

I bought a pair of boots from a Naturalizer outlet store in the VA area, after I was told by the salesperson there I could return them in under 30 days if I found they weren't comfortable - as long as I wore them only indoors. I wore them for a few hours indoors at work one day, then decided to return them because they hurt my feet. So I called customer service and explained I had bought the boots at a Naturalizer outlet in DC but I don't live there so couldn't take them back to the store. She gave me the address to return the shoes. I bought the box, paid for postage and sent the boots back within the 30 days, along with the receipt. The boots were returned to me shortly after with a note saying they were scuffed up! They were not! I had only worn them a few hours in the office! They were not scuffed when I sent them back. I was told by customer service I didn't include a receipt in the box, though I had. So I sent them a copy of my receipt via e-mail, and they apologized. Then they said I had sent the shoes to the wrong address and accused me of never having called customer service in the first place (saying they had no record of my call). As if I made it up? This whole experience was stressful and not worth the price of the shoes. I have liked other Naturalizer shoes I bought, but I will never buy another pair again.

This is a situation where I give 2 stars for their online shopping experience, not because they're shady or anything but because of their outdated policies. First of all, they offer free shipping after a pretty high amount (when I checked it was $200). The ONLY situation this is reasonable is if you live close to a Naturalizer store, where you can make returns without having to ship things back to them because YOU are responsible for shipping things back to them. They do not offer a flat rate label like many stores at a reasonable price of $6.95 for the whole package. I'm assuming they're too cheap to negotiate a contract with a courier. If you order under $200, you pay shipping starting at $6.50 for the first item and $2.00 more each item. To me this is crazy shipping! If you order 5 things, your shipping is $14.50... seriously? And imagine having to ship things back... no thanks.
Their sizing is also kind of questionable which makes their policies the harder to swallow. I'm a 5 in most brands, but with them 5 is too large, 4.5 is still too large and 4 is too small. There's no way I'm going to order 3 sizes for each shoe model (because each model is inconsistent) - pay shipping and possible return shipping. Sure there are coupons once in a while, that may help to offset shipping but if your size is available elsewhere - shop there instead or if you live close to one, by all means. Aside, my order was shipped promptly and if you review something, you get a $10 coupon off the next order so that might be great if you have the right conditions but for me, the shipping policies are horrible and I don't want to lose out on more money than the shoes would be worth just to find a pair that fits.

This is the customer feedback I sent to Naturalizer (Naturalizer direct - online). I doubt that anyone will actually read it or do anything about it, but I am sharing it here with you, dear reader, to hopefully prevent you from wasting money or time, or from raising your blood pressure.
Date: June 25,2020 (To Naturalizer) "Naturalizer sent me someone else's shoes, which I did not order instead of mine. Took me forever to get through on the phone. (Did not answer my email. Said 16 days. Really?!) So I called... twice, and waited and waited. Finally reached a person, and now everything was put on me. She did at least send me a return label. Then "I" was supposed to call "again" to reorder my shoes. I repeat,,, Really? So I took the chance of ordering my sandals then and there, and paying for them in addition to the mis-sent shoes I was returning, just to avoid the hassle. Lindsay assured me I'd be getting the same price as my original order, after a price adjustment (that would take an hour to show - hmmmm), and an email would be sent. No email more than a full day later. Looked up my account. My 29.99 shoes are now costing me $37+. No sign of a price adjustment. I was also supposed to get "another" 20% discount for my inconvenience (after I asked what Naturalizer "can" do after all these "can'ts." I see no discount, and I am paying more for my shoes. Lindsay told me that when the package was registered as on it's way, I'd see confirmation and my refund would be issued. I handed the box to the FedEx man yesterday morning. Nothing, but a big gaping hole of silence, inefficiency and arrogance on the part of Naturalizer, once again. I'm not going to suggest how you (remember, this is addressed to Naturalizer) improve. I think it's pretty clear. If you are still wondering, think of how Amazon works. You ship the box, and Amazon says, "Your return has been registered. Your refund has been issued." Simple, right? That's how it's done. Oh, and a "Gosh I'm sorry you had to go through this; Let's make this right for you," might be a nice idea. And don't blame Caronavirus for this. There are many people out of work who can work from home. Hire some of them, train them online, and put them in customer service. Never again!

Naturalizer took my money for an order that I placed on 6/11 for a black, leather Amabella slide in 8.5W. 7 days later, I had heard NOTHING about the status of my order (no emails from Naturalizer). This morning, I followed the link on my order only to find out that the order was UNFULFILLED! I called Naturalizer and find that it will take approximately 30 days to get my money back and they do not have the shoes that I ordered even though they were clearly available when I placed the order, on their site, on 6/11. I was offered a 20% discount for my next purchase. Yes! That's right, Naturalizer wants me to continue to shop on their website, even after they have taken my money, for shoes that clearly showed they were available on 6/11 on their site, will not return the money for the purchase that I made for approximately 30 days and cannot guarantee that this will not happen on their site again. If you are on a budget - DO NOT SHOP on this site because they will not communicate that your money was taken for nothing. I got ZERO notifications that my order was unfulfilled. I'm very put out by this fiasco.

Assistant manager at Burlington mall needs to be educated on customer service and people's skills. She is the rudest, most ignorant, uneducated person i have ever met. My mother misplaced her receipt because she is suffering from dementia, but I was given all the required details to get a duplicate receipt printed out because I had all the required details on my phone. Not only did she refuse to help, she went on to give me a lecture on how my mother should not be "allowed" to have access to receipts. I couldn't believe what I was hearing! Dementia is a mental illness that can impact anyone, it's tough on the person and the entire family, I tried explaining this, but she AM kept getting ruder and ruder, giving unreasonable lectures on how people with dementia - should probably be locked in rooms and not allowed anywhere!?!? I was getting no where with this ignorant insensitive person. I asked her to call CS and ask the for assistance (they said it was very easy when I called, similar to what Niagara staff mentioned), she refused explaining she could not get the receipt. She finally called Niagara, it took two seconds to get the receipt, literally! Not once did she apologize for not knowing how to do her job, or for the insensitive comments she made about my mum, instead, she stood her ground and told me to "make sure my mother was kept away from receipts in the future). It's stressful enough to have to deal with all the stress that comes with mental illness, but the most stressful thing is having to deal with ignorant people who clearly don't have a clue about what millions of people are suffering from. I left the store in tears yesterday. I will never recommend or buy anything from Naturalizer anymore. You need to educate your staff before hiring them. The way I was treated is totally unacceptable and point blank wrong. This particular employee needs to be talked to. The second employee (European lady) was witness to what I faced yesterday, she kept apologizing for what I witnessed yesterday, please feel free to reach out to her should you require evidence. I feel like going to the media with this, I am an activate on Mental Awareness, after all the campaigns and education we are spreading, it's extremely hard to believe someone so ignorant would be hired as Assistant Manager at a famous company in Canada!