dr. Liza shoes review: Defective product the company doesn't wish to acknowledge but blames customer for not adhering to return policy

Own multiple pairs of shoes from this company. One specific pair which arrived November 2022, from using 4-5 times until July 2023 proved to be defective from my observation. Trusting the response and engagement received so far for the purchases I wrote my plea on July 23rd for help in asking them to review and confirm if it's defective as it's forcing my feet to point outwards compared to the identical pair I have in another color which is a good fit. I didn't ask for refund or exchange. Email was my ask to send them that pair so that they can investigate and let me know as or landed me with braces on the last attempt to use.

They first said it was purchased long ago and I should have returned it if i thought it was defective. I explained over multiple emails and their chats that only after using it over a few times and in my comparison to the other identical pair did i notice it was actually shaped incorrectly and causing my foot to reshape and that i went to urgent care for help eventually that day. I explained I just need them to check it over to help me confirm. I explained that it wasn't something that anyone could try and return straight after receiving. And indicated I picked the incorrect size though my email said I have an identical pair in diff color. I also explained that it was a put off so i avoided using it to start with and I understand the return policy. As the shoes is expensive I just don't know what to do with.

Eventually mid August after chasing and exchanges of the issue I came to a point of just telling them I'll purchase the same one for my own sanity and that I would like to use 556 reward points I had towards my purchase. They came back over virtual chat that they'll give me a 70% discount code instead when I'm ready.

Then upon asking for my reward code, they asked for photos to review the defective pair claiming they'll look at it. They replied saying it looks normal though the pictures had the other identical style in a diff color shaped correctly. It is so obvious the shoe is shaped incorrectly.

And i indicated i might be traveling from AB to ON in Sept and can bring the defective pair in for them to look at while i collect my new identical purchase.

Aug 24 emails, They said get to the store, try that pair and if i decide it's the right size to then contact them to get the 70% discount code. Leading up to end Aug,

over chat [which they stopped responding to since their mention of a 70% code which i didn't ask for to start with], I informed them that my trip is canceled and I would like to go ahead with my purchase and to pass me my discount or reward. I only ever wanted to use my own reward points. I've chased and written multiple times via emails and charts since Aug 24 to date. They've started ignoring me. Very frustrating to have hhave businesses operating in such manner. What raised me to write today was when I went back to check the chat or email to see today if they wrote back at least out of business ethics and professionalism, only to see the owner has posted her travels to Italy and writing about the shoes she used with her family there.

All I asked was for someone to look at their own products that they claim to be experts in to confirm my observations. I didn't ask for exchange or returns nor discount codes. I wanted to use my own rewards to buy another to move on for my own sanity. I've shown my kids and so many other folks and they can all confirm just by visual check and my photos that I shared with the company that the shoes are defective. I shouldn't be chasing them down for simple communication when there's an issue but they respond so promptly when it's during the purchasing and exchanges. I didn't ask for refund or returns to start with. I'll be informing my org too to reconsider hosting them on TSC.

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