Katherine J Btp

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Verified Reviewer
| map-marker Brooklyn, New York


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I ordered Women's Kyrgies low back shoes, Order # 17247, which arrived yesterday. But they are size 10.5-11, and I ordered 9.5-10.

The email you sent confirming my order also says 10.5-11, but there's no way on earth I would have ordered this size. When I look at the place where one orders the product to put it in the cart, I now see that 10.5-11 is the default size and the form must have reverted to that size despite my clicking on 9.5-10. I am 100% certain, I clicked on 9.5-10 because I was delighted to see that option which, is exactly my foot size.

I realize I should have checked the order confirmation email, but really, I did NOT click on the larger size and now I'm stuck with a pair of shoes way too big for me and must pay to ship them back to you. If you would waive the shipping, I will order the correct size, but if not, don't think I can pay for both the new shoes and shipping.

I am a frequent and loyal customer of Steven Alan, and it bothers me that I should have to swallow this problem which is the result of how your order page is set up.

Please advise,

Katherine Jackson

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Preferred solution: I would like the company to pay for return shipping in which case I will exchange this product for a smaller size.

User's recommendation: Please check and re-check orders. Their system has glitches!!

Veronica B Qsb
map-marker Columbia, Maryland

Replacement Strap for Kate Convertible Backpack

I emailed 9/3/19 regarding the possibility of purchasing a replacement strap that has been misplaced for my Kate convertible backpack in rose gold. I tried calling the customer service number but the call couldn't be completed. Please let me know if it's possible to get another strap so I can wear the bag as a backpack. Thank you.
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