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imacsolution
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Berluti shoes - questionable quality and customer care?

Having been reassured both at the point of sale (and again on the telephone today by a sales assistant in their Harriet St, London store) that Berluti are "shoes for life" ( a phrase possibly stolen from John Lobb in St James) I have purchased three pairs of Andy loafers from them over the last few years - black leather, brown leather and brown nubuck suede. I returned all three pairs recently as each had come apart in the same place - between the upper and sole on the inside of the shoe adjacent to the ball of the foot with the upper torn away from the stitching rather than the stitching coming undone or failing. Not only this, but two pairs had also split all the way through on the uppers on the outside of the shoe slightly rearward of the little toe. After waiting seven weeks for a response, I called in at the store yesterday to be met with a blank stare but a reassurance that "we will call you back later". It didn't happen and I duly followed up with a call today. I was told that "quality control have decided that nothing is wrong with the shoes but we can repair them at cost to you".  In view of the assurances given above and a price paid of between £650 and nearly £1000 per pair (yes, the price has gone up that much) I told the store that this response is unacceptable and that I would expect better of Berluti, upon which I was curtly told that in which case I was "welcome to collect my shoes from the store".

Not only am I more than disappointed with the quality of the shoes, I am even more appalled by the rude and supercilious manner of the shop assistant. I have requested that the issue be raised with a more senior person in Berluti and that I will be called back early next week. My experience tells me that this would never happen with John Lobb.  Watch this space.........