I have been a long time customer of Ted Baker. I have purchase the Ted Baker brand at Nordstroms, Ted Baker.com, and even at their flagship store in London. I own over 50 dresses, luggage, cosmetic cases, tech cases, scarves, jewelry, trench coats, men's accessories, etc. In essence, I am what you refer to as a high volume, high frequency customer.
On September 28, 2017, I purchased my first set of heels (BETCIY Ankle Strap Leather). Since they only come in whole sizes I opted to get the larger size 8. When they arrived it was clear that I should have ordered the smaller size 7 even though my size is a 7.5.
I immediately called the customer service agent for an exchange. She informed me that the 7's were sold out and that I would have to return the shoes. So, I immediately packed them back in the original box and mailed them to the return center.
On October 25, 2017, I received a letter from Hannah Dudney (Customer Service Agent) stating that upon inspection of order 38266563 by a member of the returns department it was confirmed that the shoes were no longer in the condition they were purchased in. This is due to the significant signs of wear. And, for the reasons mentioned that they are unable to issue an exchange/refund. And, they sent me back the shoes. In my opinion, your returns department needs to be retrained or your QA department needs to be re-educated. Because I returned the shoes exactly as is. It's clear that your company operates in silos and does not communicate to each other.
I wish I could upload a photo of the shoes to this review so that everyone can see that they are in "perfect condition" with NO signs of wear. I am beyond disappointed. Now, I have a pair of shoes that are too big for me and I have to either give them away or donate them.
I have been a Ted Baker customer for years and have socially promoted the brand to my colleagues and friends. I have to admit that this experience will curtail any further recommendations of the Ted Baker brand. If you have any social responsibility, you will make this right.