Nelson Schoenen — Local services in Amsterdam

Good afternoon, 12/10/2019 I have purchased a pair of Ecco boots from the Nelson store.

I was absolutely satisfied with them but after a while, the leather became very dry despite the fact that I was using special creams and sprays from the same Ecco brand. I was wearing them only for one season from December 2019 till March 2020. In December 2020 when the time came to wear them again after the first use I found a crack. I understand that this is a stressed area but I want to mention once again that I wasn’t wearing them long and I do use special protectors.

I came to the Nelson store in Hilversum and ask if this is possible to send the boots, which were in the original box and with the receipt, to the manufacture to check whether it is a warranty case. The assistant promised that he will do so and he would contact me asap...he never did.

After one week I came back to the store and remembered them about the boots, the boots were in the box in the same place where I saw them last time. I was asked to come after 5 days as assistants need to discuss this with the manager. I came at the end of the next week with the hope to see the official paper from Ecco saying if it’s a warranty case or not.

My boots were in a plastic bag, not in a box that I brought them in to the store. The assistant called the manager again, and after the discussion offered two variants for me: 50 euro voucher and they took my boots; no refund and I can get my boots back. As I paid 150 euro for the boots of course I took them back!

My complaints about the Nelson customer service team are: Never called back as promised. Didn’t send my boots for expertizing as promised. The original box was lost. They sprayed my boots with a black colorant without my permission. The boots have a green stripe so I only use transparent liquids to take care of them. Please see the result of their job, photos are attached. Strange, not...

Vandaag een bezoekje aan deze winkel gebracht. Personeel stond te gillen en te brullen met een jongedame die schoenen aan het passen was. Prima. Ik heb twee schoenen gepast en beide waren niet mijn maat. Ik had graag een andere maat gevraagd want had oprecht interesse in de desbetreffende schoenen. Personeel kiek niet op of om, ze waren immers druk met ouwehoeren. Toen we uit irritatie maar gewoon wegliepen kon een van de heren die in de winkel stond wel snel naar de schoenen lopen om deze weer netjes terug te zetten. Jammer, gelukkig de schoenen bij de Bijenkorf kunnen aanschaffen waar je wel normaal...

Great customer service! Came here for Birkenstock and tried a variety of styles/sizes (both for my husband and myself). Very polite male employee helped us with all our questions. Ended up...