BILLY Footwear
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Billy Footwear should do better
Billy Footwear , founded by a person with a disability, designs shoes for people with disabilities. And their shoes are for the most part decently made and to the purpose. However, their Customer Service representatives, can be both obstructive and tone deaf when a problem arises. My friend, who has a serious disability and has bought several pairs of shoes from the company, reported a problem with a defective shoe and was met with nothing but obfuscation, denial, and delay for a month or more. In the end, Billy Shoes offered a voucher for a replacement pair of shoes. The first voucher did not work, which involved further and more complicated communications. This is not an ideal situation for someone whose disabilities make communications over computer and text challenging. The wrangling, all done via text and slow email since the company offers no customer service phone contact, left my friend exhausted and disheartened. Billy Footwear offers a crucial service to an underserved community; they should better train their agents to respond to loyal customers with integrity, respect, and even generosity. Such humane behavior is not only just, but it will inevitably help the bottom line as well.