“Let me start off by saying that I LOVE the way Veja shoes look! I have several, some purchased directly from Veja and others from REI and LL Bean. I recently ordered a new pair of Ventur II from REI. They arrived with 2 different length laces. I contacted REI customer service & the representative explained that they do not have replacement laces, but offered to send a replacement pair with the expectation that those laces would be ok. The 2nd pair arrived with two different size laces as well. Now, I have four individual laces ALL measuring different sizes; 57", 60", 63.5" and 65" (yes, I removed them from each shoe and measured). Understanding that REI was unable to assist me further, as all they could offer is to send yet another pair I decided to contact Veja directly. It has been and an unbelievable experience! They advised me to contact REI. I explained that I had and that REI does not have replacement laces. A few emails back and forth and I am still nowhere with Veja customer service. Seriously there is a lack of quality control and they will not stand behind their product.
The laces are available to order on the Veja site for $8 plus $15 shipping which is ridiculous! When you pay $190 for shoes it is not too much to expect the laces to be an identical length.”
“The shoes were good but the customer service sucks. I live on west coast of USA and I emailed and Facebook messaged with no reply and had to use WhatsApp after realizing no one was going to reply. And then once I got someone they would only message me once a day because of the time difference and then told me that I should reply more promptly. Very unhappy with the unprofessional customer service. If you're thinking about buying just go to a Nordstrom or something.”
“We contacted customer service because a pair of shoes that were supposed to arrive on June 17th had not arrived 5 days after that date. Although UPS never reported that they had delivered them, VEJA asked us to send a handwritten note with our signature and a copy of our ID to proceed with the claim and refund (apparently, our word was not enough). I repeat, even though UPS never said they had delivered the package. Since this was the ONLY way to get a refund, we complied with their request, and a few hours later they confirmed that UPS acknowledged losing the package. I find it incredible that a company whose business is based on online sales distrusts its customers, especially one who had previously made purchases.”
