In June, while I was preparing for my trek to Roopkund, I was looking for trekking shoes. I was recommended Forclaz 500 Ventiv by friends. The shoe was retailing at Rs.2999 at Decathlon. The same was available for Rs.2499 online with free shipping. I went to the store to try it out, thinking that will order online and save Rs.500. John, the salesman helped me out with my questions and suggested that I pick up a tight fit. It was too tight but he suggested that it will expand a bit and will be fine. He also promised that he will replace it if I find it uncomfortable after a couple of days use. I told him about the online store and price and he told me that he can give it to me for 2799 and joked that Decathlon needs to pay him salary and hence cannot match that price. I bought the shoe and paid the premium just for his service.
A couple of days burn-in did not help and it was causing pain in the toe. I called up the store and Kuldeep another salesman at the trekking section suggested that I bring in the shoe for replacement. I picked up one size bigger and it was very comfortable for most part of the trek.
On the last day of the trek, thanks to heavy snow and rain, the shoe lost its shape. There was a bulge around the ankle support and due to this the show wasn't stable, causing ankle strain. After I reached Bangalore, I called up the store and mentioned about the problem. Kuldeep asked me to bring the shoe along with the bill for exchange. I never had the time and I almost forgot about it. Last week I remembered and took the shoe to the store. I had already lost hopes but wanted to give it a shot.
I walked into the store on Sunday, explained him the problem and showed the shoe. Kuldeep / Jon, said only one thing "Give it at the counter calling it a defective piece and pick up a new one'. Absolutely no questions, no nagging, not trying to put the blame on the buyer, no delay.
This is an excellent example of customer service. I had to go to the store 3 times but I will never mind the distance of driving 20+ KM to the store for such excellent service. Looking forward to the store opening in Bannerghatta Road. I am a Decathlon convert.