Nine West Caress: Cheap Thrill Turned into Costly Frustrations

I bought those nice looking leopard hair Caress pumps a few weeks back and thought they were lovely. They are nothing amazing since my feet have always been spoiled by quality leather items but I thought they were at least decent. I wished that I shared my bad experience with you guys earlier.


On the first day I got them, I was so excited to wear some new outfit combinations and went out to pick up take-out for less than 20 minutes. I was not the one driving and walked no more than a few feet. When I got back home, I realized that the heel tips have completely disappeared! It was to the point that I could see the complete construction of the stiletto and the leopard hair was beginning to wear. I've never had this happen in my life, not with just 20 minutes of wear. I couldn't tell if they just glued on some cheap plastic tips or the traditional heel tips were made of poor material.

I contacted Nine West about this. Since no other reviews seem to mention such problem, I thought it was just a faulty pair. It took them a few days to respond and refused to immediately send me a pair in exchange. They actually wanted me to send the shoes in for evaluation. I could just sense the marathon of who gives up first beginning. I ended up taking them in to a cobbler instead since I want to wear the shoes before it starts snowing and they seem to perform well after repair so far. Later, I wrote a review regarding my experience and the poor customer service on their website. I just checked the page again today and guess what, they never posted my review.

The poor quality was a bit troubling but the bad customer service simply ruined my image of Nine West. It's the digital age where there is no excuse for companies to take their time and provide an irresponsible response to their customers' concerns. With more and more companies offering free 2 day shipping and online service chats, if you are performing far worse than this, you are going to suffer losses. Avoiding problems by not posting reasonable customer reviews is unacceptable and rather childish of the company. I am not going to blab via Twitter or Facebook and spam their page regarding this but any unsatisfied customers can and it will spread rapidly e.g. United breaks guitars. Nine West needs to step up. I will not be buying anything from them until there is a drastic improvement in the service.