Tecovas — Local services in Phoenix

This store is amazing and the customer service is exemplary from both the staff and the process. Let me begin…

I used to wear western/cowboy boots a lot in my teen age years in early 20s. When I met my wife, she was not too keen on him since we lived in New England. She said there's no Cowboys up here. Why do you wear those?

Fast-forward 30+ years, my son-in-law and daughter took us to a Tecova’s store unbeknownst to my wife. At first, she wouldn't even walk into the store. But my daughter, son-in-law, and myself walked in "just to look around". A few moments later, my wife reluctantly walked in behind us.

We were greeted enthusiastically and offered a beverage. Which by the way came with a really cool Cousy.

The sales person asked if there was a particular boot that I liked. I saw a couple that caught my eye however the pecan ostrich Wyatt really stood out to me. Then the associate asked me what size I typically wear in a shoe and I told them a 14 or 15 depending on the manufacturer. They brought me out a pair of boots and a 14 and a 15 and also said they would try a 13.

The 13 was too small, the 14 fit nicely and a bit snug, in the 15 was too loose. I tried on the 14s again walked around a little bit and they felt very comfortable. Then I heard my wife say "Wow, you look great in those! You should buy them”. I asked her four more times before I brought them up to the cash register to pay for them. Then my son-in-law and daughter purchased me the matching belt as a belated gift.

If you're in retail or want to learn about excellent customer service, I highly recommend...

Went in today to exchange a pair of boots that I got at a work event that were too small. (They didn’t have my size on-site so they shipped them to me after.) I walk in with my boots & get helped out by Jessie. She was nice and helped me pick the replacement pair. Unfortunately, my experience went downhill from there. Instead of refunding the amount to a gift card to complete my exchange it was refunded to the original payment method (a company card that’s impossible to track down). She tried to tell me “oops, I’ll give you a 15% off discount as a make good” instead of the $240 store credit I was owed. So I said absolutely not, those two don’t even compare. She then directed me to call customer support and then told me that I couldn’t even leave with the boots I brought in to return because they were already “back in inventory and refunded”. She gave me the customer support line and I was on the phone w customer service for 40 minutes outside the store to be told that they were going to have to contact me back and that this has never happened before. Still have no idea how they will ultimately handle this, but what should have been a simple exchange turned into an absolutely horrible experience/massive waste of my time and now I have no boots for an event I have this weekend or a store credit. Will update once I get a response from Tecovas...

The boots seem like their of very good quality. I wanted to order two sets and ship to our home in Canada, but they don't ship there (very easy to do and strange that head office cannot do this). Jessie provide fantastic service to my wife, after on of the two fellows initially started to serve her, but then ran over to have a discussion and hang our with his friend. Jessie herself should get 5+ stars as she was juggling my wife, myself and another one or two clients depending upon timeline.

The personnel in this store should be placed on full commission - then a fantastic customer service representative like Jessie would make the majority of the money from the store, as she is doing the majority of the work - while the two fellows who were there and clearly have no clue how to provide customer service would be likely making a great deal less than minimum wage.

A recommendation to senior management would be to train your personnel properly, pay them according to their abilities - and most certainly keep natural sales staff like Jessie and pay them more to keep them. Otherwise you'll soon run short of clients.

I suspect the product is good but again if you don't have good client services why would someone shop...