The Story of Bad Customer Service from Brooks Shoes

I have a bad customer service tale to tell.

The background: I have been a loyal Brooks shoe fan for the last ten years. When I first moved to the Seattle area, JeffyT took me to Nordstroms where I met a great shoe salesman. He looked at the way I walked and closely analyzed my feet. He chose a Brooks shoe for over pronation. Pronating is where the foot rolls inward more than the ideal fifteen percent. Over the years, I've bought every itteration and version of the shoe paying more than $100 each time. Three years ago, I found the Brooks Outlet in Bothell. I was able to find my shoes a little cheaper, usually saving $20-$30 a pair. I would usually buy two.

My dissatisfaction with Brooks started last year at their annual parking lot, tent, big lot—whatever you call it—sale. I got there early, right after they opened and was one of the first in the store. I knew what I wanted and in what size. I looked for someone to help me. I made several attempts to get help but was actually ignored. When I finally got someone's attention, I asked for my "make and model" of shoe in my size.

Now here is the salt in the wound, they didn't have my size. It was 15 minutes after the store opened, I'd been there the entire time. That many shoes could not have been sold in that amount of time. I asked the lady why they were out of that size and she said they didn't guaranteed sizes. I thought to myself, "this was the biggest sale of the year and they didn't have shoes in one of the most popular women's sizes." That just didn't jive with me plus the crappy entitled attitude of the sales clerk, made me write a letter to the manager. I did get a nice reply that said sorry and some usual rhetoric that I would write if I were a marketing manager.

It didn't go over very with me. I had it with the sales person's attitude and really felt the tone of the letter was way off the mark. I went ahead and bought a pair of New Balance from Sports Authority. They have been a good shoe but after about six months of wearing them, my feet started hurting. I thought that enough time had passed that I would stop by the Brooks Outlet and try again. I walked in the store and—surprise—someone was right at the door waiting to help me. I said I wanted what was on my feet in an 8.5. She told me the Addictions wouldn't be available until the end of the month. I asked if I could have someone save me a pair, she told me know no. She did say I could call the day of the 30th and they might be able to save me a pair. I really didn't want to wait until the end of the month. The conversation went something like this:

Do you have an 8.5 in the Adrenalines.
No 8.5s.
How about the Ariels in an 8.5?
Nope.
Do you have any 8.5s in the store?
No.
Really?
It is the most popular women's size.
But you don't have any?
Hey, we're an outlet and don't guarantee anything.

I walked out the door.

I have such a bad taste in my mouth for Brooks after all of this. I love the shoes but I sure can't handle the sanctimonious attitude of the personnel working at the store, the holier than thou answer from the manager and what seems to be a prevading cultural philosophy from Brooks that our crap doesn't stink because we make great shoes. I would love any recommendations for great support shoes. Let me know your thoughts.

Tales from the Tapletts