Lems Shoes
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Hit and Miss
My wife ordered 2 pairs and loved them! I ordered 2 pairs and it was a disaster! I ordered one pair of Men's Chillums which fit great and seem like nice shoes. The second pair I bought was a Primal 2 and the shoe fit horribly, also the quality was nowhere near as good as the Chillum. It was way, way, too small and glued together, no stitching. I could over look this and exchange it except, 1) Lem's doesn't do exchanges, you have to pay $8 for a shipping label and return/reorder and 2) it took THREE WEEKS for my original order to ship. This is just unacceptable in today's online marketplace. The returns website was beyond clunky and thrown together. Customer service was ridiculous when I contacted them. They blamed their warehouse for all the delays even though the store had supposedly been begging the warehouse for updates. That might be the case, but as a customer it sounds like passing the buck. I don't care, address my issue, it's all your company no matter what division is facing the problems. They did offer a partial refund to me after I pointed out that I had been waiting over 2 weeks for my order to ship and that they had since started a sale. They gave me a refund of the difference between what I paid and the sale price and my shoes shipped a week later. Overall, I'm pretty disappointed in my experience. I do like the one pair of shoes I received that actually fit. I'll have to see how they hold up. If they wear well and don't fall apart, I'll be a little more happy with my purchase. I'd really like to see some changes made in the company if I were to order again. I think 3 full weeks is too long to wait for an order to ship. I think that if you can nail sizing on one style of shoe, there's no reason you can't hit the mark on another style. I think if you are going to be selling online, returns and exchanges need to be made easy for your customers and if you need another size, offer a free exchange.