Defective shoes, disorganized customer service, lack of accountability
I had an unfortunate issue with Loq.
I bought a pair of their sandals and first wore them about a year after I bought them
- after three wears, they fell apart -- the bottom completely detached from the insole
- I contacted Loq, sent pictures of the damage and the barely-worn condition of the shoes
- I explained how long ago I'd bought them
- there woman helping me claimed that while it seemed like a manufacturing defect, they were not going to issue a replacement nor cover the costs of repair
- I was told to contact the store where I bought it and ask them for compensation, which they could refuse - I explained how this was unfair of Loq since it's their product
- she came back and said if I provided a receipt, they would contact the store on my behalf to get the repair covered, which again skirted responsibility
- I contacted the owner through IG who looked into it and claimed that it was already being dealt with, they were just waiting for me to provide a receipt so Loq could cover the repairs -- which was a lie
- That same day, the employer sent an email claiming that she'd be happy to help me cover the costs "as we'd discussed", if I provided her with the receipt which I'd already told her numerous times I no longer had
To sum up, the employee proposed three different solutions and forgot what she'd written to me previously each time. She pretended as though she'd never told me that I was to ask them store to compensate me and only backtracked after the owner looked into it -- and clearly she lied to the owner.
I was tempted to send the email exchange to the owner but didn't think it would make a difference. It wasn't the cost, it was the fact that their very pricey product was not well-made, that they accepted no responsibility for this, that they attempted to pass the buck to the small retailer, that they changed their story multiple times, and that they lied to their boss who never questioned the situation.
