I have found that a simple phone
call can do wonders! Companies rely on their reputation to both build existing business as well as gain new customers, so in most cases customer service and satisfaction is their highest priority.
I highly suggest a phone call
(their consumer/warranty number is 1/800/224-8501) rather than an e-mail (http://www.footjoy.com
). Simply explain what happened/your concerns (it wouldn't hurt to say something like "I am a big fan of Footjoy and have never had this problem before.") and offer a solution (i.e., you will pay to ship the shoes back if they will send you a replacement pair or fix yours). Companies are more receptive if you already have a solution in mind rather than just calling
to complain and vent. And no matter how rude the person on the other end of the phone is, maintain your composure and be abrupt but polite. If the person is not willing to help you (even if they say they are sorry but there is just nothing they can do), ask to speak to the manager/supervisor. ALWAYS get the name (first and last) of the person you are speaking with and make a note of it. If the manager/supervisor does not assist you to your satisfaction then keep moving up the chain.
If after all your efforts they still say "no," then repeat any names of people you have spoken to and advise them you are going to register a complaint with the Better Business Bureau (or whatever version you have in your country). You may be surprised at how quick they change their tune!
Good luck and play through!