Hanwag Customer Service Problems

So, I recently ordered some boots from Hanwag as I have heard good reviews of their boots. Unfortunately, their wide sizes run too narrow for me and I need to return them. Their 30 day return policy seemed nice in that it allows me to return them since they were never worn outside and are still in brand new condition.

Here is the rub: I have emailed them 3 times in 8 days and have left as many voicemails as well asking them to provide me with an RA# and shipping address to return the boots. Their website says they will not accept returns without an RA#.

Thus far, I have received no response via email or phone. I am still within the 30 day window as I place the order on 10-07-15, but the days are ticking away.

I am getting a little concerned as 8 days seems like plenty of time to respond...

I am using their phone number listed on their website (855) 996-3746 and the email they specify as well: [email protected].

So, no mix-up there to fog things up.

Has anyone else experience problems like this with Hanwag? Anyone have alternate contact info they have used for them before?

Well, I decided to go a little more Sherlock Holmes today and went on Hanwags international website instead, then found their list of distributors for different countries and found the contact info for Cody Winward of Fenix Outdoor products out of Colorado (This is who runs the http://hanwagboot.com/ site). He responded to me very quickly and took care of me with a return Auth# and apologized for the lack of attention to the customer service email bin and voicemail. It was just strange I couldn't get the additional contact info through the US website, but could on the international page.

So, in the end, looks like I will be good to go and will ship them back today.

Case closed!