Footloose Shoes

"Avoid the NAPIER Footloose store at all costs! Footloose Shoes is a franchise owned by independent operators. 5 of the stores on the North Island are owned by the franchise owner, and all of these stores have excellent customer service and a fair, consumer-friendly and ethical Returns Policy CONSUMERS BEWARE! The Napier store is independently owned and the owner has been a nightmare to deal with and has her own Policy. It's rather complicated but essentially I ended up buying a pair of boots at full retail price. I returned them in perfect, new condition 3 days after I purchased them when I realized the fit was wrong. The owner was in Fiji so I just left them at the store until she returned. She called a week later and said I could return them, but I had ONLY ONE WEEK to choose another pair of boots. (I would have done so but the few other styles I liked were not my size). A few days later I got COVID. She sent me a txt asking for my address to courier the boots back to me! The following week I drove to Napier to only be stuck in traffic for 1 1/2 hrs due to an accident on the bridge. By the time I finally got there the shop had closed. I called to say I would not be able to get back there for another week. When I did, she told me it had been a month(even though she had the boots the whole time) and she was giving the boots back to me. I have just phoned most of the other Footloose stores on the North Island and visited other shoe stores in Napier and Hastings - they all said they would either give me a full refund or a credit note for future purchases, without an expiry date. Even the Pukekohe store which is also independently owned would give me a credit for a year - not expect me to make a direct exchange in only one week! At the same time I bought a pair of sneakers on sale when I purchased the boots. Got home and realized there was a manufacturer's fault with the stitching. Took them back with the boots and asked for a refund (Consumer Protection Act). She told me they were not faulty even though it was clearly obvious they were! I had to argue with her and then she relented and said she would give me a credit note, expiring 6 months from the date of purchase! I will NEVER set foot in this store again and will warn all my family, friends and even strangers on the street, not to spend their hard earned cash there! (I have lived in the Hawkes Bay for 35 years and know a lot of people). In the end after a heated argument, I received a refund for the faulty sneakers but she decided I would have to keep the boots, without any recourse. $269 wasted on boots I can't wear! If I had purchased these boots anywhere else, at the minimum I would have been able to return them up to 7 - 10 days with either a full refund or credit note to be used at any time in the future. An aside: When I told the owner a week ago, that she had just earned a very damning Google review from me that could negatively impact her business, she has since had a few friends write 5-star reviews. Yes, the customer service is good if you're a potential buyer, until you have a problem, a return for whatever reason and have to actually deal with the owner, who is illogical, rude, argumentative, blind, unethical and only cares about the $$ and not the customer! So many shoe stores in NZ carry the same brands. Support ethical business owners and don't buy your shoes from Michelle and the NAPIER FOOTLOOSE shop!"

"Footloose has an amazing range of good quality footwear for every occasion. Michele along with her staff are super friendly & helpful in helping you find that perfect pair of shoes. I would highly recommend this shop to anyone who appreciates not only a fabulous pair of shoes but also great service every time!"

"I loved the customer service! The people working at Footloose know their products and share their love for shoes in an enthusiastic manner. The shoes are good quality, shoes I bought last year winter are still perfect with the right leather care Footloose recommended. I love this store and the manager!"

"All of my shoes are from Footloose, I have always had amazing service and the girls have taken their time so I can try on and feel fabulous!! Best footwear team in Hawkes bay!!"