The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
ECCOsole of shoes disintegrating

K Nov 01, 2018

Dear Sir / Madam.
Having purchased another pair of your shoes about 2 or 3 years ago and living in Spain they are only worn for a very small time during the winter, in was very disappointed to find on returning home after a day out that there were bits of black being left all over the floor. on taking off the shoes i was very surprised to find the heals of the shoes were disintegrating and of course they are no longer fit to go out in. I was wondering if any one else has suffered similar problems or maybe it was due to a poor batch.
Hopefully this information will be of use to in sorting out what must be a problem.
Yours Sincerely
Keith W Jones

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • Ecco's response · Nov 14, 2018

    What is occurring with the soles is called Hydrolysis. Hydrolysis damage occurs when moisture builds up in the thousands of air bubbles found in the polyurethane soles. If not worn for a considerable amount of time, or stored correctly, the moisture build-up causes the soles to break down.

    You can submit a warranty claim so the shoes can be sent in for inspection by our Quality Assurance team. Once inspected, if it is hydrolysis, you will receive a redemption coupon code that will enable you to select a replacement pair on-line at eccousa.com. To submit a Warranty Claim, simply visit us.ecco.com . On the bottom navigation, under SERVICES, select Warranty. The Warranty Claim process will be explained in detail.

    A Claim Number will be generated and displayed. Be sure to retain this number to track your Warranty Claim. Once complete, print your Prepaid Return Label or E-mail it to yourself to print later. Then, simply package up your shoes, apply this label and drop off at any US Post Office. An email will be sent once your shoes arrive at ECCO.

    ECCO USA CUSTOMER SERVIICE

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