I ordered a pair of new balance shoes in light pink and received white ones. I understand mistakes happen so I went to contact DSW via live chat and that wasn't working because of the unusually high volume of people contacting you, then I called and there was a hold time of 221 minutes!!!??? Even at a large health insurance company I worked at they would never allow over 45 minutes for a wait time. Then I emailed and realized it said it would take possibly an excess of 4 business days to get back to me. First of all, are you kidding? That in customer service standards is way too long 24-48 hours is more appropriate. Second, I ended up calling the next day at around 10 til 8 in the morning EST and was on hold for 25 minutes. Eventually Rene came to the line and I told them that I received the right size but wrong color, would you know that it took me about 15 minutes to explain to this person over and over the issue, and I'm explaining it the same way to you on here, they advised they were new, but come on that's just someone not listening at all. Rene then asks me how far away I live from a DSW and I say about 15 minutes, Rene then tells me that I can go ahead to a store and return them and they might have the pink ones there... I can't help but laugh at that, first of all you don't assume that someone can get to a store to return something that was your mistake to begin with, you already inconvenienced me by sending me the wrong color shoe, you give the customer the option of returning to a store or creating a shipping label for them, but no, I said "This was DSW's mistake and can't you just send me a shipping label?" Rene then tells me it will cost $8.50... WHAT!!!? In no way should that ever be something a customer should be told when the issue is not their fault. After about 45 minutes of going back and forth with his supervisor about how to get the correct shoe to me and the correct size after asking me multiple times he tells me that the supervisor says I can return the shoes I received with the shipping label I received when the package was shipped. I told him that I was leaving town today in a few hours so I don't want to set it outside without at least being in town in case it isn't picked up. Just so you know this is A LOT of hassle for a customer for a mistake that isn't my fault. I think it would be best for you guys to brush up on your customer service skills because this is not how you treat a customer. I've been a customer with you guys for years and even got my father, brother, sister, mother, sister-in-law, and friends buying from you now and this kind of customer service makes me look like I'm making a horrible recommendation to them. This was a complete fail as far as customer service standards go and I really hope you can fix your standards. Thank you for your time.
Item # ordered:415912 in 8.5Medium