Susan M.

I found a nice, size 11M shoe online that looked comfortable. I called Customer service to inquire about the width and the return policy and then ordered and received the shoe. My experience is below:
The shoe was supposed to be medium, but it is wider than that. I do have narrow feet, and had ordered the shoe hoping that I could still wear it because it has a velco strap in the back. So, I pulled the velco strap as tight as possible, but still couldn't hold the shoe on my foot. It just slipped around.
But, my main problem with this was the whole customer service experience! I received these shoes on a Friday. They were on sale. Called a Final Sale. This was my first time dealing with this company, and I had some questions about how they charged for returns.
I had called a couple of weeks ago to order the shoes instead of just simply ordering online because I was curious regarding their return policy because I know my feet are hard to fit. I spoke with a Customer Service Agent who explained that I would have to provide the Shipping return and that there was a $6.95 processing fee to return the shoes. But, they were on sale for $49.99, so I thought that was a good deal. And, I had a 20% coupon I wanted to use. Then, the agent said I can't use the coupon because it was a final sale. She asked if I still wanted the shoes. I asked her about the width, and she said she wasn't sure about how wide they ran. I said, well, I can try and if they don't fit, I can return them? The agent said Yes, but you have to pay the processing fee. Then I said Well, $6.95 isn't that bad. I'll go ahead and try them, and if they don't fit, I'll just send them right back. The agent said that would be fine. I said OK, let's get the shoes. So, I gave her my credit card and got the shoes.
Now I get the shoes and there is no return slip enclosed. And, of course, the shoes don't fit and they have to go back. I call and am on hold for 22 minutes until they finally say that I have to leave a message and someone will call me back. It's now Monday and no one has called me back. So, I call them again this morning, and get an agent and ask them where can I get a return slip for UPS so I can ship it back. The agent looks up my order and then tells me that my order was a "Final Sale" and therefore I cannot return it I explain that the agent who sold it to me had told me that I could return it, But, this doesn't faze her. She just insists that I can't return the shoes.
So, now I'm stuck with a pair of shoes that I spent $54 on and I can't wear. They are cute shoes! They look nice, and I think if they fit they would be comfortable, but, unfortunately, I just can't wear them. This is not a good situation. And, I don't think that sending out two totally separate messages is a good thing for a company. At best they need to improve their training for their CSR, At worst, they are simply doing whatever they have to, to make the sale, including knowingly LYING about a pair of shoes being returnable when they are not. Needless to say, I will not be purchasing any other product from Comfortiva in the future. I don't appreciate being lied to by a Customer Service Rep, especially when it ends up costing me out of pocket. Please be very careful when you order from this company! Read the fine print BEFORE you place the order, even if it is by phone!