Protect your time and money.
Protect your time and money.
I ordered a pair of barefoot.eu shoes from this online store. As soon as I received them, I found them to be very stiff and uncomfortable. On the same day, I contacted Customer Care to inform them that I wished to return the shoes.
Instead of receiving professional assistance, I experienced from Juraj rude and insulting customer service. I returned the shoes exactly according to the return instructions provided by the company and paid the return shipping costs myself. However, the seller refused to accept the parcel and then attempted to blame DHL, even though I had fully complied with all of their return requirements.
I have kept the entire email correspondence, the shipping documents, and the DHL tracking records, which support everything described above.
My experience with this company was extremely disappointing. Because of their poor customer service and the way they handled a legitimate return, I cannot recommend this retailer.
Antwort von Bebarefoot
We are sorry that you were not satisfied with your experience.
However, we believe it is important that the facts are presented accurately. We have retained the complete email correspondence and shipping documentation, which clearly document the entire course of this case.
As soon as you informed us that you wished to return the shoes, we immediately provided you with detailed return instructions, including the correct return address. We also repeatedly explained that the parcel must be sent directly to our business address and not to a parcel shop, postal depot or collection point. This information is provided specifically because parcels sent using the cheapest shipping services are sometimes redirected to collection depots instead of being delivered to the recipient's address.
Throughout our communication, we also took the time to answer your questions regarding the shoes, explaining the differences between the various barefoot brands, shoe shapes and sizing. We categorically reject your allegation that our communication was rude or insulting. We always strive to communicate professionally and respectfully with every customer.
Unfortunately, the parcel was never delivered to our return address. Instead, it was redirected to a carrier's collection depot, requiring us to collect it ourselves. As we clearly state in our return instructions, we are unable to collect parcels from collection points or postal depots. We therefore advised you to contact the carrier and request that the shipment be correctly delivered to the return address. After providing this recommendation, we did not receive any further communication from you.
We fully respect every customer’s right to return products in accordance with applicable consumer legislation, and we regularly assist customers with returns in accordance with our return procedure. Unfortunately, returns can only be completed when the shipment is delivered in accordance with the provided instructions.
We are naturally disappointed by your review, particularly because it does not reflect the documented course of events. Nevertheless, we remain committed to providing professional customer service and wish you all the best.
Kind regards,
Be Barefoot Team
