phillbecker

I bought a pair of vegan birk sandals in April 05. For $90 you’d expect a pair of shoes to last more than 2 years, especially when they’re only seasonal wear.
I took them in the other day to get resoled, and the guy said fixing them would be “throwing good money after bad.” The footbed (the pride and joy of birks) was cracked, and the synthetic straps were tearing on both feet. Now they no longer (according to the birkenstock USA website) carry 100% leather-free sandals, so replacing them is as pointless as repairing them.

Just for grins and giggles, I’ll post the email exchange I’ve had with customer service. More if they bother replying again.

From: Phill Becker
Sent: Thursday, June 07, 2007 12:17 PM
To: info@birkenstockus.com
Subject: My sandals are falling apart

I bought a pair of synthetic leather birks from a local shoe store here in April 2005. They started wearing thin this last winter, and I took them to a repair store today only to be told they were beyond repair. The straps are splitting on both shoes (right where they attach to the base) and the base is cracked on one.

I bought these sandals partly because I wanted to be able to repair them and keep wearing them for a long time. If 2 years is the max lifespan of Birk. sandals, I will never buy another pair. My Tevas lasted 5 years of hard abuse. I guess I expected more from legendary Birkenstock.

If you would like me to send the sandals back so you can examine them for quality control, please let me know. Otherwise I’ll wear them until they fall off my feet, then never buy another pair.

pb

On 6/8/07, Consumer Relations wrote:

Hello,

Thank you for emailing us at Birkenstock Distribution, USA!

Please Read our FAQ’s below for an answer to your inquiry.

We are the US distributor of Birkenstocks, and run as a company separate to other suppliers and retailers both in the US and internationally. So unfortunately, we do not do direct business with the general consumer base. And since all of our retailers are independently owned and operated we do not have insight to their specific inventory.

We are the US distributor of the Birkenstock Classic Brand only.

We no longer carry or represent Birki’s, Footprints, Tatami, Alpro, Papillio and Betula.

For more information on those lines of Bikenstock, please contact the appropriate distributor…

Tatami / Newalk / Footprints :

Web :http://www.tatami.com/tatami_usa.html

Email: info@tatamiinc.com

311 Broadway

New York, NY 10007

Tel : 1-888-828-2641

Tel : 1-212-566-8468

Birki’s / Alpro

1425 North McDowell Blvd, Suite 215

Petaluma, CA 94954

Phone : 1-707-795-2475

Fax : 1-707-795-2479

Email : usa@birki.com mailto:usa@birki.com

Website :http://www.birki.us

Papillio

PAPILLIO USA

KANNER CORPORATION

phone: 800 361 3466

fax : 450 625 7886

url: www.papilliousa.com http://www.papilliousa.com

e-mail: info@kannercorp.net mailto:info@kannercorp.net

LOCATING A LOCAL RETAILER

To locate an authorized Birkenstock Retailer or Repair facility please visit www.birkenstockusa.com and use the “Store Locator” link located at the top of the home page. From there you can simply enter your zip code and view the stores nearest you!

Birkenstock sandals and footwear can be repaired or modified, for various types of damage or wear and tear at different costs depending on the style.

You can call (800) 597-3338 to locate an authorized retailer/repairer in your area. Keep in mind that the 30-day guarantee only applies to Online purchases, Birkenstock retailers are independently owned and may differ in their return & exchange policies.

ONLINE SHOPPING
You can also shop online, inquire about nationwide mail-in repair, or request a mail-order catalog by contacting any of the following:

www.birkenstockcentral.com 1-800-247-5748

www.birkenstockexpress.com 1-800-451-1459

www.happyfeet.com 1-800-336-6657

For inquiries regarding exchanges/returns:

We cannot refund or exchange shoes purchased from other retailers in the US or abroad. If you wish to return them, you will need to contact the original retailer. We also do not have control over the returns policy of other retailers so are unable to influence their decisions.

SIZING AND FIT

The sizing chart can be found on the website, when you select a shoe, there will be a hyperlink that reads as follows: click here to find your size in this style.

Birkenstock offers a size conversion chart from U.S. to European sizes as a starting point to a great fit. As we cannot see your feet, we strongly recommend that you visit an authorized Birkenstock retailer to be measured and fit in different lengths and widths (regular (the widest), medium and narrow). This will allow you to compare the fit & feel to find the best size for you.

Trying your shoes on

Damages to the foot are one of the most widespread health problems of today’s population. A large portion of the symptoms are provoked by ill-fitting footwear, and so it is important that you get the correct size/fit. If you make sure you get the correct size by following our sizing guide and our fitting tips when purchasing your Birkenstocks, you will extend the life of your sandals tremendously and enjoy them a lot more. Always try on, and break in, your shoes indoors on carpet. We cannot accept shoes back that show signs of being worn.
When buying Birkenstock Footwear, please ensure that you are getting the correct length as well as the correct width. To check that you have the right size, place your heel within the heel cup (the lower part of the foot bed); your foot should fit inside the edges of the shoe with a few millimetres at the front and back of your foot. This allows for movement while walking. Your toes and heel should NOT touch the rim of your sandals while standing in them.

Regular or narrow?

Even with foot health sandals the right fit is important. Therefore the Original Birkenstock foot bed is manufactured in two widths. When purchasing your Birkenstock sandals, ensure that you get the correct width.
Birkenstocks are designed to be roomy. When you first try your sandals they might feel big. Most people are fine with a regular fitting, but if your foot moves side to side when you walk and adjusting the strap does not help, a narrow fitting may be more suitable. If you want to check the width of a pair of Birkenstocks you already own, you can tell by inspecting the foot bed where there is a small image of a foot – if it’s filled in the shoe is a narrow fitting, and if it’s an outline it’s regular.
Also all stock codes for narrow fittings end with 3.

Tips for sandals

When fitting sandals, the strap closest to your toes should fit comfortably, but not tight. The other straps should be more loosely fitting to allow your heel to lift slightly off the footbed while walking. Birkenstocks should never be worn tightly fitting.

Tips for shoes and clogs

Slip the removable footbed from the shoe. To check whether your shoe is the correct length and width, stand on the footbed and inspect the fit. Toes should not hang over the edge and the arches should follow the contours of your feet, as described above. Reinsert the footbed into the shoe.

Tips for children’s footwear

We find that most kids’ feet are best suited for the “Narrow” widths. The “Regular” sizes are best suited for wider feet. Birkenstock footwear may not be suitable for children under 3 years old.

How to break in Birkenstock footbeds

Birkenstock footwear works by supporting your arches, reducing the strain on the muscles of the foot.
When you try on your first pair of Birkenstock shoes, take time to walk around indoors and get used to them. You should break them in gradually. Your feet should fit completely inside the footbeds, with 1/8 to 1/4 inch of extra length for walking. The width should fit closely to prevent your foot slipping side to side.
If your toes have become curled from wearing tight shoes, make sure your Birkenstocks are long enough to accommodate them once they have resumed their natural shape. The Birkenstock footbed is contoured to match the shape of a healthy foot. Because few people have perfectly shaped feet, new shoes may feel “different”. The toe grips should be in the right place for your feet and some wearers find the arch support can feel prominent initially.
If you have worn high heels for years, your Achilles tendons may have contracted. Our footwear can help to restore their natural length. Birkenstock footwear is meant to be worn comfortably; the support comes from the footbed, not from tightly buckled straps. It may take several days to become used to the feeling, but your toes will soon learn to grip the footbeds as you walk. Although the footbeds may feel stiff at first, as you wear your Birkenstocks, the footbeds will become softer and more flexible. Soon your shoes will adjust to the shape of your feet, and form a truly unique fit that, properly cared for, will provide you with years of long-lasting comfort.

Best Regards,
Consumer Relations
Birkenstock Distribution, USA

Hello,
Thank you for not giving a crap about a customer.

I read your FAQ and it said nothing about my problem. I didn’t ask for a refund or repair or replacement. I asked if you wanted them back to examine them for quality control. Obviously you don’t care about quality.

Like you don’t actually read emails from customers.

A replacement is impossible because you don’t carry the same shoes anymore. Repair is impossible because the footbed is cracked and the straps are tearing. I wouldn’t ask for a refund 2 years after purchase.

So much for my Birkenstock experiment. Just for the hell of it, I’ll post this for other potential customers to review before purchase.
pb

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This entry was posted on Friday, June 8th, 2007 at 3:02 pm and is filed under Environmental, Shopping. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.