Keen Footwear Customer Service.. Wow!!

WGA Member Joined: Feb 22, 2012 Posts: 32

Just got 100% zero hassle credit from Keen with an online warranty claim.

Talked to the very polite American speaking woman, sent them a picture of my shoes and a minute later I’m emailed a code for $110 for the online Keen store, plus I get to keep my old shoes!

The credit is the amount required to exact replace the defective shoes, but the credit may be used for anything for up to a year.

FYI Keen shoes carry a one year warranty and 2 year guaranty to stay dry.

I personally own 5 pairs of different Keen footwear and this was my first problem I have ever had. The shoes are over 10 months old and I just discover they carried a year warranty that was easily claimed.

Happy Keen Customer!! Very Happy

Posted: Wed Jan 02, 2013 8:21 pm

I LOVE KEENS! If I could wear them all the time, I would. I even have steel toe Keens for work.

My son only wears Keens too. Thanks for the info, good to know!

Posted: Thu Jan 03, 2013 8:06 am

I bought two pairs last month...quality is amazing. I got a pair of deck shoes and steel-toed work boots. Good to see there are a still a few companies who have great customer care.

My customer service faves so far are:
Garmin
REI
Nike (online)
...and believe it or not, Best Buy.

I hope I never need to add KEEN to the list but I glad to hear it may make the cut as well.

Posted: Fri Feb 22, 2013 1:07 pm

OK KEEN is in my top 3 for customer service. I broke off a eye-hook for my work boots and filed a warranty claim. I specifically stated I was not asking for a refund or replacement. I just stated that I thought they should be using solid steel for the hooks rather than a brittle cast material. I was just now granted a $180 credit for the store.....I'm torn about using the credit; what to you think?

Posted: Fri Feb 22, 2013 1:56 pm

Lostby7 wrote:

OK KEEN is in my top 3 for customer service. I broke off a eye-hook for my work boots and filed a warranty claim. I specifically stated I was not asking for a refund or replacement. I just stated that I thought they should be using solid steel for the hooks rather than a brittle cast material. I was just now granted a $180 credit for the store.....I'm torn about using the credit; what to you think?

Initial thought is to 'reward them' by taking them up on their generous offer, and buying another pair or two of something different - they make a lot of different shoes for a myriad of uses, e.g. tough & rugged 'water shoes', running/trail shoes, casual shoes. That will give you a few more opportunities to sample their great products, and if you like them, reward Keen with a sprinkling of positive reviews. Regarding your current shoes, have the eye-hook replaced by a local artisan.

Just a few thoughts. (You might detect that we are also fans of Keen, and own quite a few of their shoes.) Smile

Posted: Sat Feb 23, 2013 8:45 am

This thread caused me to look at Keens and I found a pair of "Voyageur Mid" that fit my wide feet. I wore them 1 Friday in the office (jeans day) and then took them to Belgium on a work trip knowing I was going to be caching on the weekend.

17+ miles of walking on wet cobblestones, pavement, trails, etc. in the rain/snow and my feet were fine. Coupled with a good pair of merino wool mix hiking socks these shoes ROCK.

Thanks to the forum thread Keen has a happy new customer.

Posted: Wed Mar 13, 2013 10:39 am

for Keen Customer Service!
My 1st pair of Keens I ever bought were a pair of sandals. I can't remeber what pup though it was their chew toy, but the ate the back heel strap in half.
Not a huge deal as the Shoe Elf in Rice lake sewed it back up and you can hardly see stitch lines. Then later, the decided to chew the laces. Well, I just kinda tied the pieces together and didn't worry about it. Well, I had an idea this morning. Called them up and got to talk a very nice gal. I asked her Iif I could by replacement laces. She said I could not buy a pair, but that they could send me a free a pair. And there ya have it!

I also ordered a pair of these today.

I plan on using them this summer on my trip to Norway. Those and these.