The Walking Company Tracking Order Status

My chat transcript with the customer support rep. I have taken off his name because I think the company ethics are at fault rather than the human: Hi, there. I ordered shoes that were on clearance. I'm 9.5 size but all the shoes fit tightly on my feet. Am I able to exchange them for the exact same shoes but at size 10, please? (07:49:21) Rep Hi! Welcome to WalkingCo, my name is []. (07:49:24) Rep Thanks for letting us know about this concern, let me help you with this one. (07:49:53) Rep I am sorry but the shoes on FInal Clearance are not eligible for an exchange. (07:50:34) Visitor 37993183 but I spent $99.91 and I ordered the right size they should at least fit me (07:51:44) Rep Can you provide its Order no. and email used for this purchase? (07:51:56) Visitor 37993183 Order #WK-1279471 (07:52:02) Visitor 37993183 [] (07:54:14) Rep Thanks! (07:54:24) Gab Please give me 2-3 mins to check. (07:54:32) Visitor 37993183 thanks (07:57:11) Rep Still checking on my end. (07:58:21) Rep May I ask if are you returning all of the items on this order? (07:59:13) Visitor 37993183 Yes, they all don't fit. I would like to exchange them for a size that does fit (08:01:30) Rep For this one, since items are in the final sale I can only process a 50% refund for an E gift Card for keeping the shoe and you can use the E Gift Card to place the correct size for these items. (08:05:28) Visitor 37993183 look, I'm not wanting an exchange because of aesthetics. I'm genuinely returning it because of some manufacturer issue on your end that has the shoe size incorrect. When I bought it, I knew I was taking a risk on whether I liked them or not, but I didn't know they weren't even going to fit. I believe that's Walking co's responsibility to ensure quality that the size listed is the size sent whether or not it's on clearance. (08:08:21) Rep Yes that is why a size guide is available on our website for your size reference. We also include that an item on final clearance are not eligible for a return. If you think its a defect we may need to request of pictures that its a defective sizing you receivedon this order. (08:10:09) Visitor 37993183 ok, how do I do that? A 9.5 size has always fit me. There should be a warning that your sizes aren't the same. Clothing sizes differ in S, M, L but not shoes (08:12:56) Rep You may use our size guide, you can try to measure each shoe if the size guide we have does not match the sizes of the item you received. (08:14:25) Visitor 37993183 this is so messed up. Ok, please link me your size guide and the steps I need to take. (08:14:45) Rep Agent uploaded: Size guide .png URL: [] Type: image/png Size: 127240 (08:18:16) Visitor 37993183 what steps do I need to take? (08:19:48) Rep If you believe your item is a manufacturer defect, please send us pictures of the item (Top, bottom, sides, and the area of the imperfection) (08:20:12) Rep You may just email it to us at. [] (08:20:46) Visitor 37993183 ok, noted (08:21:06) Visitor 37993183 and did you already consult with a manager to make sure there isn't anything else that can be done? (08:22:12) Rep I already ask an approval for the 50% refund for E Gift Card that I offered. (08:22:30) Rep As this is the best offer we can provide for items on final clearance. (08:25:55) Visitor 37993183 Asking for approval for 50% gift card isn't the same as addressing the wholeness of this issue. Alright. I'll take pictures and send them to this email. (08:26:11) Visitor 37993183 thanks (08:26:30) Rep Thanks for your understanding. (08:26:35) Rep Is there anything I may help you aside from this? 🙂

I ordered shoes last month, and they arrived in nine days. They were too big, so I started the exchange process. I returned the shoes using their label on 4/14. The return was delivered to them on 4/17. A week later, ten days after initiating the exchange, I had not received my new pair. I reached out to customer service, and the exchange had not even been kicked off! The CS told me that the customer has to check back 5-7 days after sending in the return! They didn't send the promised exchange, and then tried to make that my fault somehow. The CS said "rest assured your merchandise will arrive in 8-10 days". There was no offer to expedite the shipping or to do anything to try to mitigate this negative experience. When I told her I was unhappy with the resolution, she said she was "sad" that I was unhappy but had to end the chat! The Walking Company used to be my go-to business when they were in stores. Even my online orders were fine - I knew I could go back to the store if there was a problem. It is not the same. I will never shop with them again.

I ordered a pair of boots on December 27th 2022. as soon as I ordered they said shipment is on its way. well after many calls. i picked them up at the post office today January 12th 2023. I had received numerous delivery dates. but no delivery. it was supposed to come UPS. It did come UPS for part of the way, then I was told it was delivered to the post office. Which at that time it was not! I finally got an update yesterday that it was actually delivered to the post office, and I could expect deliver today. which I did not. Luckily, I called my post office, and it was there, so I went and picked it up. the box was open. when I got home and actually opened the shoe box, I could tell it was a return and not new. luckily the boots were ok. I have ordered a lot of shoes from this company. they used to be very good with deliveries not anymore! I will not ever order from this company again!

Good selection and shipping time was relatively quick, but ordering shoes online is risky, and $10 to return is steep. There are other retailers with a good selection of shoes who offer free returns. I will stick with them in the future.

I ordered a pair of $120 slippers, processing was easy, delivery was a little late but the entire country was experiencing weather issues and so it was quite understandable. Got them out of the box and proceeded to put them on when I noticed the tongue on one of the slippers had separated from the side where the stitching came apart. Called customer service and had a very pleasant experience with the representative, forwarded a picture of the damage slipper and was notified that they would be in contact with me within 24 hours. 24 hours later I got notification that they were going to refund my purchase with no other questions or return slips I would need to take to the post office. I am going to try and see if I can take them to a repair shop and have them re-stitched but either way, I would give a 10 on customer support and standing behind their products but 5 is a max possible and worse case scenario I may go without slippers for a little bit depending on the repair shop or when I find another pair in the meantime.