I purchased a several pairs of Skechers shoes at my local Skechers store inside the Arcadia Mall this past September 2, 2024. Overall, I have been happy with my purchase as the easy slip-on design is something I need due my restricted ability to bend down to tie shoe laces since having had major spine fusion surgery. Unfortunately, one of the shoes is defective in that the sole detached from the upper part of the shoe (see picture attached). I called the store manager, David, where I purchased the shoes to request a replacement pair of shoes. He said he cannot do this unless instructed by Skechers’ customer service department, and that I must call them to initiate the process. He gave me the phone number to call directly. I called and spoke with a representative who sounded like a young female. She emailed me instructions for me to return the shoes to Skechers’ “quality assurance” department where they would in turn inspect the shoes to determine if indeed they are defective, and they would then notify me of their findings. Not sure if they would replace the defective shoes, refund my money, or whatever else they may decide. Interestingly, the first part of the email received from Skechers clearly states “Typically, we suggest working with the original place of purchase towards a replacement or credit. Usually they are able to assist on the spot and send any defective items to our Quality Assurance Department.” So, why can I not just bring the shoes back to the store where I purchased them and get the matter resolved there and then without making me jump through hoops for something so simple??? As a business owner myself for over 35 years and having dealt with many situations of encountering defective merchandise purchased from other companies, the standard policy of most companies is to stand behind their product and to assure customer satisfaction by whatever reasonable means necessary, typically exchanging the defective item or refunding my money on the spot. Never to inconvenience the customer when a clear product defect or malfunction is encountered. However, Skechers apparently does not subscribe to this professional business standard. I find this most disappointing and causes me to never again want to purchase their products and to let the rest of the world know how little Skechers cares about maintaining a good relationship with their customers. This is not at all satisfactory.