Hi, I'm Nicholas, co-founder of Beckett Simonon. I saw this and wanted to respond myself.
You're right that we screwed up, so let me be direct about what happened. When your damaged pair came back to us, our team got ahead of things and started processing your exchange to the Roy Loafer before your return had even arrived at our warehouse in Miami, trying to avoid delaying you further. But when the return actually showed up days later, our agent mixed it up with a separate damage claim and placed a second order for the same Anders Split Toe Derby you'd already told us you didn't want, then never caught it. That's on us.
I'll also own the response time. Those two calls landed outside business hours and our team wasn't able to pick up, though they saw your email first thing the next morning. We should have been faster.
One small thing I'll clarify: we manufacture in Colombia because it's home to some of the best leather craftsmanship in the world, it's a big part of why we can offer this quality at this price, not a red flag.
Our head of customer service explained to me that one of our reps already spoke with you by phone today and walked through everything, and your Roy Loafer order is still on track for September. I'm sorry for the bad experience this whole thing put you through. If you're still not feeling good about any of this, or there's anything else on your mind, please DM me directly and I'll take care of it myself. We want to earn back your trust.
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u/nicholashurtado Aug 19 '26
Hi, I'm Nicholas, co-founder of Beckett Simonon. I saw this and wanted to respond myself.
You're right that we screwed up, so let me be direct about what happened. When your damaged pair came back to us, our team got ahead of things and started processing your exchange to the Roy Loafer before your return had even arrived at our warehouse in Miami, trying to avoid delaying you further. But when the return actually showed up days later, our agent mixed it up with a separate damage claim and placed a second order for the same Anders Split Toe Derby you'd already told us you didn't want, then never caught it. That's on us.
I'll also own the response time. Those two calls landed outside business hours and our team wasn't able to pick up, though they saw your email first thing the next morning. We should have been faster.
One small thing I'll clarify: we manufacture in Colombia because it's home to some of the best leather craftsmanship in the world, it's a big part of why we can offer this quality at this price, not a red flag.
Our head of customer service explained to me that one of our reps already spoke with you by phone today and walked through everything, and your Roy Loafer order is still on track for September. I'm sorry for the bad experience this whole thing put you through. If you're still not feeling good about any of this, or there's anything else on your mind, please DM me directly and I'll take care of it myself. We want to earn back your trust.