This is a letter I recently sent to Keen Footwear…
I’ve just visited your website regarding getting replacements for my worn out laces of my Newport sandals. Years ago after I bought my first pair of Newports, I had to replace the laces just like this second pair I now own. I recall the process was fairly easy in purchasing the laces and having them shipped. Imagine my surprise to visit your website today hoping to do the same thing that I did years ago only to find out the actual Keen website doesn’t carry replacement laces—or even recommend an outlet where OEM laces can be purchased!
Do you have any idea how disappointing it is to read, “…We don’t currently have replacement laces for all of our shoes, we do offer a few replacement laces on our website…” That’s like going to KFC and being told they don’t have any chicken or they only wings. Imagine a printer manufacturer like Canon that doesn’t offer replacement toner/ink jet cartridges for their printers.
Oh yeah, I know, I can get knock-offs of the laces from third party outlets/suppliers, but isn’t that like being told there’s a cheaper cologne at Walmart that smells very much like the one I’m looking for at… say, Macy’s? Could you imagine a high-end department store no longer carrying a popular item and telling their customers they can find pretty much the same thing at Walmart?
Up until today I have always thought the Keen was a pretty top-notch shoe manufacturer. I’ll be damned if I ever buy anything else from Keen—nor will I ever recommend them.
mdt1960 