Answer: Of course the company should have given you a pair of shoes that didn’t fall apart. So what’s going on?
For the answer, we have to go to your paper trail — the emails between you and the company. In it, the company assured you that while its shoes are made “from the finest Italian leathers,” the business was recently purchased by Marquee Brands.
“Since then,” a representative told you, “we have ensured that only the best product is what goes out the door to our customers.”
You made your purchase before the acquisition and didn’t have a receipt. The company’s policy is to require a proof of purchase in order to process returns, repairs or replacements. That’s why it issued only a 25 percent off coupon. You were basically out of luck.
Still, there’s something about this that feels wrong. When a business acquires another business, it is typically responsible for the acquired assets and liabilities. If you’d sent your shoes to Bruno Magli, it could have seen that they were virtually new. I understand policy, but sometimes you have to set policy aside and just do the right thing.
Contacting the company was fairly easy for you and you received a prompt email response. In the future, you can reach anyone at Bruno Magli at email@example.com.
After asking the company to review your case one more time, it had a change of heart. Bruno Magli agreed to either repair or replace the shoes for you. Here’s hoping your footwear cooperates during your next conference.