Complaint: Heel Gone

From last October


Dear Office

I bought these shoes just two months ago, and today I was walking to work and the right heel flipped up and disappeared into a black hole.

I then had to walk the remainder of the dangerous journey through the Bracknell industrial estate where I work, with just one heel. Not for the first time in my life, I had a wonky walk.

It was at this point that I was glad I was a man and not a woman. Don’t get me wrong, I love women – Margaret Thatcher, Las Ketchup girls (any Spanish girls, in fact), my mum…and the young woman from Pakistan that stood up to the Taliban to get her education, her name slips my mind.  Malaka?

Anyway, I will survive the day with one leg 2mm shorter than the other.

I wouldn’t normally expect shoes to fall apart in two months – I appreciate that they were in the sale so it isn’t as if I am massively out of pocket.

How do we proceed from here?

Kind regards
James Winfield


Hello James,

Thanks for getting in touch about your ASOS order xxxxxxx, I’m sorry the heel broke your your Kurt Geiger Slip On Shoes – I hope you got to work ok despite the situation.

If you can send the shoes back to us as soon as possible, we’ll inspect them and refund you if it’s a manufacturing fault. We’ll drop you an email to let you know it’s been done.

You can use the returns label included in your parcel, or choose your returns service and print a label here.

Fill in your returns note to say the item is faulty and put the note in your parcel when you send it back. Do ask for proof of postage and ensure you keep it safe in case we need to look at it later on.

In the meantime James, I’ve found a couple of styles on our website I think you will like – I’ve filtered the options down to show you the tan work shoes we have in your size. Click here to see them.
I’m sorry you’ve had to walk around with only one heel on your shoe but I hope we can get this sorted for you soon. If you have any further questions, please let me know – I’ll be happy to help.

Best wishes,


ASOS Customer Care


Hi Asos/Office/Someone

Thank you for responding to me.

Unfortunately I’m on rations for the rest of the month so cannot afford any more shoes.  I do have an old pair I can wear albeit they have holes in the bottom of them so I will have to hope it does not rain.  And as an amateur weather forecaster, I can tell you it will rain fairly often for the rest of the month.

Are any of these return options available for me to drop off after work in the evening?

I looked at the Post Office and it is only open when I am working which isn’t much use.



That was about it.

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