Poorly Managed Exchange Process and Ongoing Customer Neglect

I purchased two pairs of shoes from the Aldo website on Black Friday. Only one pair was shipped, and the other arrived late. After trying the shoes on, the quality was disappointing, and I immediately requested an exchange.

The exchange was logged on 7 January 2026, and from that point onward the experience has been nothing short of a customer service nightmare. The process is confusing, outdated, and poorly designed, requiring customers to pay differences via EFT while receiving no clear instructions, timelines, or accountability.

For over a month, I have had to constantly chase Aldo for updates. Nothing happens unless I follow up. Each response brings a new excuse, not a solution. Eventually, due to the complete lack of progress, I requested a refund instead.

Today is 8 February 2026, a full month later, and my issue is still unresolved.

A representative named Fiona responds to emails with polite, but no meaningful action ever follows. This gives the appearance of assistance while achieving absolutely nothing.

This experience has shown a serious lack of operational competence and respect for customers. Aldo is quick to take payment but seemingly incapable of resolving even a basic exchange or refund.

I strongly advise consumers not to purchase from Aldo online. I will never support this brand again. I would rather pay double elsewhere than deal with this level of inefficiency, poor service, and complete disregard for customers.