Stompeez -update-all good

[kaytieeldr]

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.

Their return policy sucks rotten eggs, or should http://www.stompeez.com/cs.asp?CampID=2896. Do you know anyone who works with a conveyor belt, who's willing to damage the package and contents for you?

I'm kidding! But that appears the only way, according to their rules, to avoid paying return shipping. That's asinine. Anyway, I couldn't find any other phone number except the seemingly useless customer 'service' one in the link above, which also has their address; but I did find another (owning?) company name & address, and their trademark attorney http://www.trademarks411.com/marks/76708092-stompeez

 

[dis-happy]

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.

What kind of credit card do you have? I've disputed plenty of things over the years including some under $50. Maybe you are confusing that with the stated liability if your card is lost and stolen and misused? Either way, it is extremely easy to make a dispute on your cc, so don't waste any more time, just do it (if they are shady they may be stringing you along until your time is up, usually 60 days).

You should have your money back in no time and it shouldn't be a big time consuming ordeal. Unless the provide with a return shipping label, don't bother to return them at this time, no sense in paying out more money. (and I wouldn't be surprised if the actual shipping is less, the $6.95 is probably padded to include handling).

Also, if a company has too many credit card disputes against them, the cc companies will drop them and refuse to do business with them. Your charge dispute will help this along.

 

[ktlm]

Well, as we've seen in posts on here about contacting Disney, sometimes it is all about who happens to pick up the phone. Today I got someone very helpful.

While I am still not happy about the slipper sizing issue, when I called today and told them that I was unable to refuse the package and the size shipped was not what I ordered, the lady I talked to immediately contacted her supervisor (at her own suggestion not mine) and they agreed they needed to make it right because they are the ones who shipped out a product that was not what I ordered. (I did not even have to mention the suspected FTC violations).

They are sending me a pre-paid shipping label and I will not be held responsible for the return shipping. If I have not received it by Monday, I am to call them again. Once they receive the product back I will get a full refund. I believe them (hopefully I'm not being naive). I think this is a start up company that got in over their head with issues with the high volume of orders they received and then with manufacturing not making the slippers the sizes it represented it would.

They confirmed today that currently their manufacturer is not making any sizes between a 9-11 (S/M) and a 2-4 (L). She asked how old DD was and I said 5. The lady jokingly said (in a very nice and not sarcastic at all way), well 2-4 is supposed to fit 8-11 years olds, so when she gets a little older you can order them again. I said, well by the time she is 8, she'll probably be too old to want them. I could tell by the lady's response, she was kind of cringing at the fact that their manufacturer has basically knocked out the size for probably their biggest market. I got kind of a sigh and a "yeah, I'm afraid of that".

Anyway, assuming they make it right as they represented they would, I don't plan on filing an FTC complaint or doing anything else. Actually, if you want a cute pair of slippers (that doesn't necessarily work as well as the one on the commerical), and your kid wears a size 9-11, the things aren't bad. If they actually made them in DD's size, I might have just exchanged them even though the ears don't pop up as much as on the commercial. The company definitely needs some work on how to handle it when things don't go right though (i.e. not all sizes are created equal and they shouldn't just ship out a size not ordered, and they need to communicate backorder status with their customers), but if they do what they said they would, at least they are taking a step in the right direction today.

 

[ktlm]

I did find another (owning?) company name & address, and their trademark attorney http://www.trademarks411.com/marks/76708092-stompeez

Thanks! That information will be useful if they don't make it right like they now say they are going to do.

 

[ktlm]

Just thought I would update to let you guys know that I received the pre-paid mailing label as promised. So, now we just wait and see if they credit my account back as they promised.

 

[kathavnfun]

What everyone is forgetting is the BBB!!
I had problems with a site online and filed ONLINE with the BBB and got instant results.
They called me...took care of the problem...and believe me you get fast results. Even the company called me because they were so upset that I had got in touch with BBB. They made everything good for me and then wanted me to retract my complaint. I told them when they make it right for EVERYONE not just for me they would take care of it.

Good Luck!

 

[Muslickz]

The BBB isn't what it used to be

http://www.youtube.com/watch?v=Yo8kfV9kONw

-M

 

[ktlm]

UPDATE--- GOOD NEWS. My opinion has now completely changed of Stompeez. Stompeez went out of their way to make everything right. They are clearly just a new company that got in over their head with way more orders than expected from the informercial and a manufacturer that changed all their sizing on them and messed everything up for them. Not only did I get a full refund, but I also got a call from a higher up specfically apologizing and trying to get their issues figured out. They decided to use my daughter as a test case on the sizing I think because we were one of the first to call about the sizing issues (since I called before the box even got to my door), or maybe it is just because I made such a fuss. They replaced her slippers free of charge with the supposed size 2-4 large and all we had to do was contact them and let them know if the sizing would work for a kid with her size foot; whether they worked; and whether she liked them.

Well guess what-- the size 2-4 fits a kid with a size 12.5 foot. They are a little big, but not so big that she can't run around in them at full speed. I like that they will probably fit her a while. Not only that, but unlike the smaller size, with the size that actually fits her, the things work exactly like they do on tv. Those ears pop up to standing with every step she takes at just normal walk- no stomping required. We got a different color than we got the first time, and this time they are just as cute as they look on TV. She absolutely loves the things, and I have to admit they are great slippers for kids.


I think they are really trying to work the kinks out and do right by their customers. They have also fixed the website size ordering now. I think they just got in over their heads at first. I've gone from someone who would tell people to stay away from them, to someone who would recommend the slippers other than the backordering issue because of the demand for the things. In fact, I'm thinking about getting DD another pair. They also have a size that supposedly fits adults and DD thinks it would be fun for her and I to have matching slippers, so I'm thinking about that too.

 

[bumbershoot]

 

[sarasarasara]

Hi....when you receive the new pair of stompeez from them, what size did you end up getting for your 5 yr DD with size 12.5 feet? With their sizing charts I think I have to order LARGE for my son who is 4 yr old and size 12 feet....would that work? Thanks

 

[HolliePoppins]

I am confused. There is no size 2-4 on their website. I have a 3 yr old who wears a size 7 and I have no idea what to order?

 

[ktlm]

Hi....when you receive the new pair of stompeez from them, what size did you end up getting for your 5 yr DD with size 12.5 feet? With their sizing charts I think I have to order LARGE for my son who is 4 yr old and size 12 feet....would that work? Thanks

You are right. That should work for him. They have fixed the sizing issues on the website, so I think it is probably accurate now. DD has a large for her 12.5 feet and they fit her fine with room to grow. She has been wearing them everyday for a week now with no issues. The small/medium would definitely be too small for your son. DD's foot was way too big for it.

 

[ktlm]

I am confused. There is no size 2-4 on their website. I have a 3 yr old who wears a size 7 and I have no idea what to order?

They changed all the sizing on their website to try to fix the problems. I think they did a pretty good job. A 3 year old with a size 7 foot would wear the small/med.

One thing I would warn you guys about is that there is a box that will be automatically checked to give you a "free duffle bag" with your purchase. I think when we ordered, that doubled the shipping. It was $6.95 to ship the slippers and then another $6.95 got added to ship the duffle. I was not interested in paying an extra $6.95 shipping for a duffle bag I didn't want in the first place. I don't know if that has changed, but if not and you feel like I did about it, you can just go back and uncheck the box that you want the duffle. That's what I did.

 

[nsw]

Just wanted to pass this info on. I went on line today to order 2 pairs of these slippers for my grandkids. When the S&H came up, it said $27.80! Not only do they charge for S&H, but also for Processing & Handling and $1.00 electronic fee. It was going to cost my $68 for 2 pair. Needless to say, I cancelled my order.

 

[mommyof3princess27]

WOW! And my DD wanted them too!

 

[mommyof3princess27]

Ok they got me for a pair :/ we will see what happens.... yea the large says one size but then you go to pay and it says size 2-4

 

[Llee67]

It would be really helpful if you mention what happened with the size. I'm hesitant to order now because my little one is "sensitive to fit" of footware, but really wants a pair of these. Was the s/m ok, or did you end up with something different? thanks,
I figured out the size, I didn't look at the sizing before I wrote this. thanks guys for all the useful info.

 

[Mary Kathryn]

Will you please give me the phone number for Stompeeze? I had a problem with the order I just placed and there was no way to edit it!

 

[Sandy321]

Their return policy sucks rotten eggs, or should http://www.stompeez.com/cs.asp?CampID=2896. Do you know anyone who works with a conveyor belt, who's willing to damage the package and contents for you?

I'm kidding! But that appears the only way, according to their rules, to avoid paying return shipping. That's asinine. Anyway, I couldn't find any other phone number except the seemingly useless customer 'service' one in the link above, which also has their address; but I did find another (owning?) company name & address, and their trademark attorney http://www.trademarks411.com/marks/76708092-stompeez

wow - OP I'm glad you updated, but honestly, these "As seen on TV" IF they are really worth it - will show up in stores- and there seems to be too many problems - and I'm seeing a lot of 1 post people coming in for help - which means this thread must be getting mentioned in a google search for the slippers -

so glad people are coming and reporting good and confusing extras - $68 for 2 slippers? and who knows how long the slippers will actually work for?

hope people continue to post their experiences, my nieces would love these, and as their father is asking for a divorce, I'm hoping to brighten their Christmas...

 

[KathyRivers]

I ordered my daughter the unicorn slippers in mid-November. I paid the extra fee to guarantee delivery by Christmas. I did, in fact, receive the slippers on December 6, but the pump that makes the eyes go up and down was broken in one of the shoes. I called Customer Service and spoke to a girl who told me exactly where to take the shoes so they could be shipped back to them (at their expense) and that once they showed up on the Fed Ex tracking system then I should call them back and they would get me a new pair out that day. I told her that the site said they were no longer taking any orders, but she assured me that there were enough shoes to fill the orders that they already had and any possible defects. I waited until December 8 and called back and spoke to some idiot who could barely speak english and she told me that in order for a new pair to be mailed I either had to wait until they received the first pair back or I would have to pay for another pair and they would refund the first pair when they received them back. I decided to pay again ($29.60) and she said they would go out in time for me to get them for Christmas. Having heard nothing, I decided to call Customer Service tonight to check on the status and after 45 MINUTES ON HOLD - YES, 45 MINUTES - I was told that I would receive the shoes the middle of next week. Unbelievable. I was even transferred to the Supervisor who was rude, also couldn't speak english and then hung up on me. DO NOT EVER ORDER ANYTHING FROM THIS COMPANY. IF YOU DO, YOU ARE DOING SO AT YOUR OWN RISK.