Stompeez -update-all good

[ktlm]

UPDATE- SEE POST 28. Stompeez went out of their way to make things right for us. I'm no longer "warning" anyone, except about the backorder issue which you may have to deal with due to the demand for these slippers. DD is now sporting a pair of Stompeez which she would wear everywhere if we let her, and they fit fine (enough) and work perfectly. They are adorable. We may even order another pair.
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I thought I would post a warning in case anyone has ordered these slippers or is thinking about it. I certainly would not recommend dealing with this company.

Almost 2 months ago I ordered these for DD (5) who was begging for them after seeing the commercials repeatedly on TV. I ordered a size Medium which is noted as fitting size 10.5-1 on the website (both when I ordered them, and still today). When they didn't come, I called and was told they were backordered for 3-4 weeks because the demand was much greater than expected. Okay, I can deal with that, even though DD asks about them every day, and every time we get a package goes nuts thinking it is them.

BUT- it gets worse. Sunday, I get an e-mail that they were shipped but it notes the size as being S/M and fitting size 9-11, well my daughter is a 12.5, so that obviously is not right and certainly is not what I ordered. I called the company to clarify what we were actually getting so if the E-mail was right I could prepare DD to be disappointed as I ordered a slipper that fit size 10.5-1, and the E-mail said they shipped a slipper that fit 9-11, and was told that the manufacturer switched the sizing on them and no longer makes separate smalls and mediums, and that not to worry, they will fit both Small and Medium sizes because they are a S/M. I asked how a slipper that states in the E-mail that it fits up to size 11, fits a size 12.5 which is 3 sizes larger than that, and got a surprised oh- I guess it won't fit, you can switch it out for a Large when it gets to you (for 6.95 to ship it back to them, and another 6.95 to ship the large). I asked her if she was sure the size S/M only fit a size 9-11 as it said on the E-mail and that the E-mail was not mistaken and she told me "Yes". I asked what size a large fits, and she tells me size 2-4? Really because I just told you my daughter is a 12.5, so that is 5 sizes to big for her (which I told her nicer than my sarcastic tone here). Then she asks "Well how old is she because they go by age?" My response is, she is 5, but her good friend the same age has a size 9 foot, and she has a size 12.5 foot, so I don't see how going by age will work." I asked her is there anything in between the 2 sizes, and she told me there is not. I said so you are telling me that there are no slippers that fit the 8 sizes between a size 11 and a size 2, which basically means you have nothing to fit the 4 to 8 year olds which I'm sure are your target market? The answer- dead silence and then a somewhat shocked sounding "oh- I guess we don't". And you are telling me that all these people that have ordered a size 10.5-1, that have kids whose feet are between an 11.5 and a 1 (or 4 sizes), you just switched the sizes of the slippers they ordered and shipped out a size they did not order and which will not fit their kids, without even checking with the customers first to see if they wanted to cancel, as you weren't sending what they ordered? Again silence, then "We just thought that a S/M would work for all the ones that ordered M". Then I said "Well, it sounds to me like you are probably getting ready to have a bunch of slippers returned"- Response, a somewhat concerned sounding "You are right, it sure sounds like we are". I can ship them back to them for $6.95 (which means to get them and send them back I will have spent a total of almost $14.00 on shipping and DD still won't have her $19,00 pair of slippers), or they told me that the only way I don't have to pay to ship back the order they misfilled is that I can tell the post office I refuse the mailing and return them to sender and then they will credit them back (which I'm pretty sure our post office will not allow me to do). So, basically they switched sizes on me without even contacting me to see if that would work which it clearly is not going to fit DD, and they won't/can't fix, it, and it is going to cost me to return the slippers that don't fit. I thought about not spending the money to return the slippers, but I really don't want them to think they can just switch sizes on people and everyone will just keep the slippers and not do anything.

I just feel bad for DD because she was really wanting those slippers, and I told her we could order them in honor of her starting kindergarten that week. I guess she is going to learn a lesson about not trusting advertising.

 

[dzorn]

I thought I would post a warning in case anyone has ordered these slippers or is thinking about it. I certainly would not recommend dealing with this company.

Almost 2 months ago I ordered these for DD (5) who was begging for them after seeing the commercials repeatedly on TV. I ordered a size Medium which is noted as fitting size 10.5-1 on the website (both when I ordered them, and still today). When they didn't come, I called and was told they were backordered for 3-4 weeks because the demand was much greater than expected. Okay, I can deal with that, even though DD asks about them every day, and every time we get a package goes nuts thinking it is them.

BUT- it gets worse. Sunday, I get an e-mail that they were shipped but it notes the size as being S/M and fitting size 9-11, well my daughter is a 12.5, so that obviously is not right and certainly is not what I ordered. I called the company to clarify what we were actually getting so if the E-mail was right I could prepare DD to be disappointed as I ordered a slipper that fit size 10.5-1, and the E-mail said they shipped a slipper that fit 9-11, and was told that the manufacturer switched the sizing on them and no longer makes separate smalls and mediums, and that not to worry, they will fit both Small and Medium sizes because they are a S/M. I asked how a slipper that states in the E-mail that it fits up to size 11, fits a size 12.5 which is 3 sizes larger than that, and got a surprised oh- I guess it won't fit, you can switch it out for a Large when it gets to you (for 6.95 to ship it back to them, and another 6.95 to ship the large). I asked her if she was sure the size S/M only fit a size 9-11 as it said on the E-mail and that the E-mail was not mistaken and she told me "Yes". I asked what size a large fits, and she tells me size 2-4? Really because I just told you my daughter is a 12.5, so that is 5 sizes to big for her (which I told her nicer than my sarcastic tone here). Then she asks "Well how old is she because they go by age?" My response is, she is 5, but her good friend the same age has a size 9 foot, and she has a size 12.5 foot, so I don't see how going by age will work." I asked her is there anything in between the 2 sizes, and she told me there is not. I said so you are telling me that there are no slippers that fit the 8 sizes between a size 11 and a size 2, which basically means you have nothing to fit the 4 to 8 year olds which I'm sure are your target market? The answer- dead silence and then a somewhat shocked sounding "oh- I guess we don't". And you are telling me that all these people that have ordered a size 10.5-1, that have kids whose feet are between an 11.5 and a 1 (or 4 sizes), you just switched the sizes of the slippers they ordered and shipped out a size they did not order and which will not fit their kids, without even checking with the customers first to see if they wanted to cancel, as you weren't sending what they ordered? Again silence, then "We just thought that a S/M would work for all the ones that ordered M". Then I said "Well, it sounds to me like you are probably getting ready to have a bunch of slippers returned"- Response, a somewhat concerned sounding "You are right, it sure sounds like we are". I can ship them back to them for $6.95 (which means to get them and send them back I will have spent a total of almost $14.00 on shipping and DD still won't have her $19,00 pair of slippers), or they told me that the only way I don't have to pay to ship back the order they misfilled is that I can tell the post office I refuse the mailing and return them to sender and then they will credit them back (which I'm pretty sure our post office will not allow me to do). So, basically they switched sizes on me without even contacting me to see if that would work which it clearly is not going to fit DD, and they won't/can't fix, it, and it is going to cost me to return the slippers that don't fit. I thought about not spending the money to return the slippers, but I really don't want them to think they can just switch sizes on people and everyone will just keep the slippers and not do anything.

I just feel bad for DD because she was really wanting those slippers, and I told her we could order them in honor of her starting kindergarten that week. I guess she is going to learn a lesson about not trusting advertising.

Wait till they come and file a dispute with your credit card. They sent the incorrect item and want you to pay to ship it back.

Denise in MI

 

[HelenePA]

if you refuse the box unopened the op will ship them back with out you having to pay anything... then dispute it with your cc..

 

[merlinspride]

OP...I am so sorry your DD is going to be dissapointed. Thank you so much for posting this as my DD (5) has been begging for these also, she is a size 12 and I would have ordered the M. I will have to explain to her that they dont make them in her size. Thanks Steph

 

[PrincessSuzanne]

All you have to do is write "Return to Sender" on the box and the mailman will take it back, that is what I do when I forget to cancel my Disney Movie Club movie, never had a problem.

 

[dis-happy]

Definitely REFUSE the package when it arrives, then dispute with your cc. Shouldn't be a problem at all (except for not getting the shoes you wanted).

 

[Tistal]

if you refuse the box unopened the op will ship them back with out you having to pay anything... then dispute it with your cc..

This. Write "Package Refused" on the box and return it to whoever delivers it (UPS, FedEX, USPS). You won't be charged and dispute the charges with whoever you made the payment with.

 

[dis-happy]

Also, request a return for the entire amount (including the shipping you paid with the order). They had no business not notifying you first that they were changing your order. Keep a copy of all emails and submit them to cc if needed.

 

[plummer925]

if you refuse the box unopened the op will ship them back with out you having to pay anything... then dispute it with your cc..

Yes - this is correct - do this!

 

[PrincessSuzanne]

I have never had to dispute anything with my cc that I refused with Return to Sender on it, it was automatically credited in full to my cc. I would dispute it if they didn't give me a credit, but I would give them time to do it.

 

[bumbershoot]

Honestly, I wouldn't worry about it. I'd wait until I got it, I would then open it to find out about the sizing. It's not like this rep has ever SEEN the product, and she almost certainly had absolutely no idea about anything. I would chalk it up to an oopsie with the email, rather than them eliminating most of their intended target.

Her reactions show a really inexperienced rep to me.

 

[ktlm]

Thanks everyone. Well, it doesn't look like return to sender will work. It was sent FedEx Smart post, which means that Fed Ex delivered to the local post office and then they delivered it to my house. They just shoved it in the mailbox instead of bringing it to the door. The post office won't take it back as refused because in reality it is a Fed Ex package. I could take it to a Fed Ex facility and state it is refused, BUT because it is a Smart Post if it is not above the value threshold for package returns the company listed, it will be destroyed rather than returned to the sender. As such, most likely nothing will ever be refunded as the company will not get the package back and it will be marked down as I refused it instead of not being deliverable due to an address problem and as the product is destroyed without opening there will not be proof it is non-conforming. According to Fex Ex, if it is above the value threshold, then they contact the company to see if they want it returned or destroyed, and if they want it returned then the company has to pay for the return shipping (which either leaves me in the same boat if destroyed, or if it goes back I have a pretty good guess that means they are going to charge the return shipping to me anyway instead of a refund).

I guess I will open the box to verify that the slippers are not the size ordered (as indicated by the E-mail and the customer service representative). That way at least I can prove to DD they won't fit her, and if I'm lucky they will turn out to be a piece of junk anyway so she won't be so disappointed. I will also have verification that they substituted a different size.

You are welcome Steph. I looked for reviews before I bought them, but they were so new I couldn't find any and DD was begging so badly for them (and being nice about it instead of whining) I gave in. Based on the advertising and the "as seen on tv" label attached, I figured they were like the pillow pets (first you could only order them this way, and then they hit the stores), and it would be okay. I guess if you didn't have a size issue, it might still be okay. If by some miracle they actually turn out to be the size I ordered (which I highly doubt), I'll be sure and let you know!

 

[Sandy321]

Talk about Bait and Switch!

and now the shipping too? That is so whacked! This company is hoping you'll keep the mistake because its too much trouble! Ridiculous! and yet, I'll bet most people will not dispute, will suck it up to a deal gone bad,,, which is sad!

I've learned the hard way with the commercial/ informercial items - either wait till that item hits the stores (because if its good, and it works, does what its supposed to - then it will be in the "as seen on TV" places) even Target sells some of these tv items...

those commercials drew me in - they look adorable!

 

[dis-happy]

Thanks everyone. Well, it doesn't look like return to sender will work. It was sent FedEx Smart post, which means that Fed Ex delivered to the local post office and then they delivered it to my house. They just shoved it in the mailbox instead of bringing it to the door. The post office won't take it back as refused because in reality it is a Fed Ex package. I could take it to a Fed Ex facility and state it is refused, BUT because it is a Smart Post if it is not above the value threshold for package returns the company listed, it will be destroyed rather than returned to the sender. As such, most likely nothing will ever be refunded as the company will not get the package back and it will be marked down as I refused it instead of not being deliverable due to an address problem and as the product is destroyed without opening there will not be proof it is non-conforming. According to Fex Ex, if it is above the value threshold, then they contact the company to see if they want it returned or destroyed, and if they want it returned then the company has to pay for the return shipping (which either leaves me in the same boat if destroyed, or if it goes back I have a pretty good guess that means they are going to charge the return shipping to me anyway instead of a refund).

I guess I will open the box to verify that the slippers are not the size ordered (as indicated by the E-mail and the customer service representative). That way at least I can prove to DD they won't fit her, and if I'm lucky they will turn out to be a piece of junk anyway so she won't be so disappointed. I will also have verification that they substituted a different size.

You are welcome Steph. I looked for reviews before I bought them, but they were so new I couldn't find any and DD was begging so badly for them (and being nice about it instead of whining) I gave in. Based on the advertising and the "as seen on tv" label attached, I figured they were like the pillow pets (first you could only order them this way, and then they hit the stores), and it would be okay. I guess if you didn't have a size issue, it might still be okay. If by some miracle they actually turn out to be the size I ordered (which I highly doubt), I'll be sure and let you know!

Don't give up, fight back. Assuming they don't fit, contact the company again and request a pre-paid shipping return label. If they won't provide one, remind them that what you rec'd is not what you ordered from them, you didn't agree to a change, and you are disputing with your cc. Either way, you should be able to get all your funds returned to you. My guess: they send you a label or tell you to keep them at no charge (depending on how much they cost to begin with).

 

[ktlm]

Well, as expected based on the shipping E-mail and my phone call, they were not the size I ordered and they of course do not even come close to fitting DD. The good news is that they are not near as cute as the commercial, so DD (5) is very mad at the company for their advertising and for the size issue (she wanted me to let her call them so she could tell them what she thought ), but not as upset that they don't fit. They basically have an air bulb in the heel section that is supposed to make the ears go up and down when you step in them. We pushed it as hard as we could including me trying to stomp on it to make it work, and those ears barely go halfway up if they move at all. The animal design of the slippers themselves is cute for just a regular old pair of slippers.

Unfortunately although they are clearly non-conforming goods, because they were under $50, it is doubtful that I can dispute the charge on my credit card.

For me it is about the principle of this whole thing. I am going to call them again tomorrow and ask that they pay for the return shipping since they did not send what I ordered. I have everything well documented. I printed off my initial order sheet which specifically states I ordered "Medium 12-1". I have the shipping sheet which states they shipped a "9-11". I also have the order history printed off their website which shows the order date and shipping date.

Apparently they may have violated FTC mail order regulations in regard to my order (and my guess would be a bunch of other orders too). According to the FTC regulation and the FTC business guide, if they were not going to ship within 30 days of my order, they were required to initiate contact with me to see if I wanted to accept the delay or cancel the order. They did not do so. I called them when I had not received the order in 30 days. Also according to the FTC business guide, then an order is backordered, they are not allowed to send and substitute merchandise which is material different than what was ordered without the customers consent. The guide states that any product feature expressly mentioned in advertising is material- and since their website specifically stated that the size was a 10.5-1, I'm pretty sure that will be considered material. If they won't pay for return shipping and give me a full refund based on the fact they sent me a completely different size than I ordered, I am going to mention these FTC regulations. If they still won't make it right, I am considering filing an FTC complaint and providing them with my documentation. If the FTC confirms that a violation did occur, I don't know, but I'm guessing the fine will be more than the $6.95 return shipping charge (and the $6.95 original shipping charge), I will be out, especially if it is determined they have also treated other customers in this manner. Although it won't help me, maybe it will teach them that they can't just treat their customers that way.

 

[akcire]

OP--I am all for the FTC smackdown, but you can still dispute it with your credit card company no matter how small the amount.

They may have also violated a postal law, there are some obscure postal commerce laws. They have certainly commmitted fraud by decption or deceptive practives. On a side note, if I didn't have my job I think I would have loved being a postal inspector.

Finally if you want to continue to punish them you can contact your state's AG's office. They normally have a consumer affairs department.

Good luck

 

[GoofyforDisney3]

You can dispute any charge, for any amount. Even a $1.00 charge can be disputed. What often happens is anything under a certain dollar amount the bank will automatically reverse the charge on your account and you don't need to do anything else.

 

[3boymthr]

I wasn't sure what these were and wanted to make sure that they wouldn't be something my kids would want so I went and googled them. They sure do look cute. I find it interesting that they are still trying to sell a size medium on their website. They are advertising and selling a size which they don't make so you might have a case with your Attorney Generals Office for False Advertising/Deceptive Trade Practices.

As PP mentioned they probably violated a postal law (which they tried to get around by sending via Fed-ex) but because it was actually delivered by the Post office they should be bound by them.

I would definitely dispute the charge with your cc - all of them. If you do have to pay for the return postage I'd also charge that to your cc so you can include that in the dispute.

 

[DISdreamin']

Honestly, I'd call them up and ask for a call tag to be shipped out to you, or a prepaid return label/number from them. No way would I put one more cent into getting that item back to them.

I would also most definitely contact me credit card company over this - I haven't encountered a lower limit for a dispute (not that I've had many disputes over the years!). I would be shocked if your cc company didn't attempt some sort of resolution on your behalf.

Good luck and I look forward to hearing how it works out!

 

[dzorn]

Well, as expected based on the shipping E-mail and my phone call, they were not the size I ordered and they of course do not even come close to fitting DD. The good news is that they are not near as cute as the commercial, so DD (5) is very mad at the company for their advertising and for the size issue (she wanted me to let her call them so she could tell them what she thought ), but not as upset that they don't fit. They basically have an air bulb in the heel section that is supposed to make the ears go up and down when you step in them. We pushed it as hard as we could including me trying to stomp on it to make it work, and those ears barely go halfway up if they move at all. The animal design of the slippers themselves is cute for just a regular old pair of slippers.

Unfortunately although they are clearly non-conforming goods, because they were under $50, it is doubtful that I can dispute the charge on my credit card.

For me it is about the principle of this whole thing. I am going to call them again tomorrow and ask that they pay for the return shipping since they did not send what I ordered. I have everything well documented. I printed off my initial order sheet which specifically states I ordered "Medium 12-1". I have the shipping sheet which states they shipped a "9-11". I also have the order history printed off their website which shows the order date and shipping date.

Apparently they may have violated FTC mail order regulations in regard to my order (and my guess would be a bunch of other orders too). According to the FTC regulation and the FTC business guide, if they were not going to ship within 30 days of my order, they were required to initiate contact with me to see if I wanted to accept the delay or cancel the order. They did not do so. I called them when I had not received the order in 30 days. Also according to the FTC business guide, then an order is backordered, they are not allowed to send and substitute merchandise which is material different than what was ordered without the customers consent. The guide states that any product feature expressly mentioned in advertising is material- and since their website specifically stated that the size was a 10.5-1, I'm pretty sure that will be considered material. If they won't pay for return shipping and give me a full refund based on the fact they sent me a completely different size than I ordered, I am going to mention these FTC regulations. If they still won't make it right, I am considering filing an FTC complaint and providing them with my documentation. If the FTC confirms that a violation did occur, I don't know, but I'm guessing the fine will be more than the $6.95 return shipping charge (and the $6.95 original shipping charge), I will be out, especially if it is determined they have also treated other customers in this manner. Although it won't help me, maybe it will teach them that they can't just treat their customers that way.

You can dispute the charge with your credit card. The cost of the item is not relevant. I would also file the FTC complaint.

Denise in MI