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I love my shoes! They arrived quickly, and they look as beautiful as on the website. The heel works so well, and they are very comfortable. They are a refreshing change from my usual sneakers.
I purchased a pair of Tanya Heath shoes after careful consideration because of their premium price. I ultimately decided to invest in them because I expected exceptional quality and durability. Unfortunately, after only one use, the leather at the heel area was significantly damaged. Having worn similar shoes regularly for more than 30 years, and always taking great care of my footwear, I was genuinely surprised by the extent of the damage after such limited use. I submitted a claim, but it was rejected. The assessment was based solely on photographs, and the shoes were never physically inspected. Tanya Heath obtained opinions from three external professionals, all of whom concluded from the photos that the damage resulted from wear or friction during use rather than a manufacturing defect. Based on those opinions, both my request for a refund and a previously discussed goodwill voucher were ultimately declined.
I respect the company’s right to reach its own conclusions, but I do not share them. My purpose in writing this review is simply to inform current and future customers of my experience. For a pair of shoes in this price range, I expected significantly greater durability and a more customer-oriented resolution process. The outcome has left me deeply disappointed, both with the product itself and with the way my case was handled.
Svar fra tanyaheath.com
Dear Elena,
Thank you for taking the time to share your experience once again. As this is now the third public review you have posted regarding the same matter, I believe it is important to set out the facts clearly for the benefit of future customers.
The shoes passed two quality inspections before shipment and were dispatched in perfect condition.
The concern was first brought to my attention four months after purchase, well after the standard 15-day return period had expired.
I am a trained leather specialist and, based on the photographs you provided, my professional opinion was that the damage resulted from wear and not from a manufacturing defect, as you asserted. Nevertheless, I immediately offered to replace your shoes, free of charge, with any other pair in the collection.
You declined that offer because you believed the damage was the result of a manufacturing defect, stated that you had lost confidence in the brand, and requested a refund instead.
As we could not agree on the cause of the damage, we both agreed to replace the offer of a replacement pair with an independent review by three footwear professionals. Before the review began, we agreed that if the experts concluded the damage was related to the manufacture, materials, or quality of the shoes, I would issue a full refund. Equally, if they concluded the damage was unrelated to TANYA HEATH Paris, we would both accept that outcome.
All three independent experts concluded that the damage resulted from wear and was not caused by a manufacturing defect or by the design, materials, quality, workmanship, or technology of TANYA HEATH Paris.
I shared each of the independent expert reports with you in full.
Organising this independent review and identifying professionals with no connection whatsoever to my company, in order to ensure complete impartiality, took many hours of my time and was undertaken solely to ensure a fair and independent assessment.
For the past sixteen years, whenever a product has been found to be defective, I have accepted full responsibility and replaced it immediately. Indeed, we have one of the most generous warranty policies in the footwear industry, going far beyond what most brands offer, simply to encourage customers to try our products with confidence. Equally, when I believe damage is unrelated to the manufacture of the product, I still do my very best to find a fair, respectful, and generous solution because this brand has always been built on happy customers.
I regret that, despite my immediate offer of a free replacement and the conclusions of the three independent experts whom we jointly agreed would resolve this dispute, you have continued to publish reviews concerning this dispute. My responsibility is now to ensure that future customers have an accurate and complete account of what occurred.
Ultimately, this dispute was never about whether the shoes were damaged—they clearly were. It was about what CAUSED that damage. Three independent experts unanimously concluded that it was unrelated to the manufacture, materials, quality, workmanship, or technology of TANYA HEATH Paris. Continuing to hold the manufacturer responsible in those circumstances is simply unsupported by the evidence. The independent experts also agreed that the damage was readily repairable by a qualified cobbler, and I sincerely hope that, once repaired, your shoes give you many years of enjoyment.
Kind regards,
Tanya Heath
Founder & Designer
TANYA HEATH Paris
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