Comments on: ECCO Shoes, Transaction Costs, Reputational Norms, the Limits of the Legal System, and Internet Disintermediation

By: Ecco Homo

Ecco Homo — Wed, 23 Sep 2009 02:39:35 +0000

I owned several pairs of Eccos, dress and casual (Cross). The soles on a couple pairs disintegrated, even when I hadn’t worn them for several months. I thought it was my bad luck so I bought new pairs of the same line. Seeing the same problem again, with other shoes this time, I took two of the pairs to Nordstrom’s, where I bought them. The sales person there told me that Ecco shoes have a problem wherein the latex (or is it the polyurethane?) in the sole disintegrates even when the shoe is sitting on the shelf; they sent it in to Ecco and after speaking to them a couple times, they are sending me replacements.

My question is: are the replacements (i.e., new shoes/models) any better than the old ones? Are they as likely as the old to disintegrate even while just sitting on the shelf? Has Ecco fixed the quality problem or am I going to have to confront this issue once again in the next several months? What has been your experience?

Ecco the company simply has lost all credibility with me.

By: Fredericka

Fredericka — Tue, 16 Jun 2009 18:44:39 +0000

I have (or, “had”) a pair of Shakers. They were not worn much, and they were very well cared for. The soles showed zero sign of wear. The tread was fully intact. I had looked at them top and bottom no longer than one month ago. One day I wore them and noticed something flapping suddenly. I picked up my foot and discovered a whole chunk of the sole was missing. I looked at the other sole, and a chunk (a large chunk!) was missing there, too. These soles did not “wear out,” they disintegrated – suddenly. The shoes went to Nu-Shoes and came back: “out of warranty” and “new soles will not bond to the shoe.” They sent me a $25 voucher/discount thing for my next purchase of Eccos!!!! Ha ha ha!!! I have now called Ecco back at 800-886-3226. They suggested I send the shoes to them at 16 Delta Drive, Londonderry, New Hampshire 03053 – after they gave me an RMA number. They would not pay for shipping. The woman I spoke to said that $25 was their standard compensation for a shoe out of warranty. This shoe should have easily lasted 10 years. The horrible thing is, these are the most comfortable & perfect-fitting shoes I’ve ever owned. They had about 2 years’ worth of wearing, tops! Next I’m going to talk to a higher-up. I got her voice mail, and she sounds tense and harried … no wonder. I want to know what’s really going on. Are they still making shoes with this defect or not? If they’re not, and if they’ll refund the full purchase price, I MAY buy another pair eventually, although the fit and materials seem to have cheapened since a bought this pair. A friend who bought his last April is having the same trouble, so it’s NOT because mine were older.

By: Richard Ahern

Richard Ahern — Sat, 03 Jan 2009 18:19:37 +0000

I recently joined the ranks of the ECCO-amazed as I watched the heels on a pair of black dress shoes disintegrate in a single day. On taking them back to my shoe dealer (Richey Shoes in McClain, VA),I stood in line as the customer in front of me told the salesman that the soles on a pair of hers had just done the same thing. The salesman observed that it was an issue with most of the ECCOs he sold and produced from the back room prepaid bags that ECCO apparently provided to send the shoes out for “possible repair.” When we asked why he continued to sell a product when he knew this was a problem, he simply shrugged and smiled. We left the store amazed; and ECCO and Richey’s lost two more customers.

By: John Schinina

John Schinina — Wed, 02 Jul 2008 00:24:05 +0000

On September 2007 I both a pair of ECCO sandals at the Nostrom store in the international mall in Tampa, Florida. My experience has not been great. The construction and quality is very poor. I have repaired the straping a number of times and the material the sole is made of, marks my flooring when wet. I expected better, since the price for the sandals were not cheap. I have many different brands of sandals that I still wear and have never repaired. Sorry, John Schinina

By: Bill

Bill — Fri, 21 Dec 2007 06:19:43 +0000

I’m surprised that ecco didn’t just replace ‘em. I have 2 pairs of eccos–one is 3 years old, the other is 7 years old, and the soles in both show no signs of quitting.

By: Jamison Colburn

Jamison Colburn — Fri, 21 Dec 2007 04:34:27 +0000

One quick counter point on the evolution of brands (and companies): I bought a pair of Ecco shoes (from a shop on Charles Street, as a matter of fact) about 12 years ago. Still have ‘em, still love ‘em, and many pairs of shoes have come and gone during their “useful lives.” Jeff’s experience is much like my own with recent shoe purchases, though. . . .

By: David Meyers

David Meyers — Fri, 21 Dec 2007 03:15:28 +0000

If there was a short interval between purchase a your warranty claim you may have a good claim here. Take this to small-claims and disclaimer or not you can’t lose. Be sure to name both the retailer AND ECCO. The retailer is not going to be too happy and certainly doesn’t want to go to sc court. There is case law and there is small-claims court. They are not the same.

Despite the small amount the issue makes ME angry. It would be an interesting exercise for you if you have the time.

By: Nat

Nat — Thu, 20 Dec 2007 20:02:31 +0000

Try posting/email The Consumerist (http://consumerist.com) : wide distribution & I think they’ve had a pretty good success rate at helping consumers with such issues.

By: Logical Extremes

Logical Extremes — Thu, 20 Dec 2007 17:55:21 +0000

I bought a pair of ECCO boots several years ago, and had them nicely broken in but still in great condition when the soles were worn down. I tried to take them to get re-soled, but apparently most modern shoes are not manufactured in a way that allows them to be re-soled. You’ll have to look long and hard to find shoes that are compatible with environmentally-friendly reuse. So I won’t buy ECCO again either, but for a different reason. Sorry, I couldn’t channel any cases that would have helped this situation.