Palladium Shoes Delivers

I hate going shopping to find something I need. I can never find it. So if I find something I like and I know I can use, when I'm not really looking, I buy it. Doesn't happen often. So in Seattle a couple of months ago, I found this pair of shoes. I bought em. They were comfortable and looked cool.

I wore them maybe three times. We were back in Anchorage when the metal hook on the right for the shoelace broke off. You can see the left hook still there. I tried to just put the shoelace through the hole, but the hole was too small. I went to the Palladium website and emailed in my problem. After a week with no response, I got the 800 number and called Caryl. When I said the email didn't get answered, she said, "That's my fault, I'm behind." Wow, she didn't blame anyone else, admitted to being the problem. When I told her what happened

Caryl:"That shouldn't happen. I'll send you a new pair."
Me: "Well all I need is a new hook."
C: "No, we'll send a new pair."
Me: "Should I send the old ones back?"
C: "No, keep 'em, donate them to charity, do whatever."

A week later a new pair arrived. Part of me thinks only in the modern Western world is it 'cheaper' to send a new pair of shoes than to make a minor repair. But as a customer with a problem, I got back no attitude, no questions, just concern about my problem, a sense of humor from a real person, and immediate and generous response.

Since I've complained here about companies that seem to prey on the unsuspecting, I think I ought to also give credit to those companies that do a great job of serving their customers. Thanks Palladium, you've got a great employee in Caryl!