Ugh! That is beyond weird and irritating! And so frustrating to be so close...

I am really keeping fingers tight crossed they manage to discover a loophole in policy and better, more generous customer service next time you speak.

Sympathies - I guess the term customer service means different things to different companies. I'd be tempted to take it further maybe write a letter to let them know you are telling all you friends worldwide about their stupid policies

At least you have one pair of great boots.

I'm so bummed for you Suz.

Oh no! I missed the original post, but I know I would be seriously bummed if I got a browner color rather than the expected grey. Good luck getting it resolved. Customer service really should be more agreeable than that. Hmph.

Oh Suz!

I only glanced over the other thread, little time these days etc., and was so happy for you. This turn of events is proper nightmare.

But - I am sure your NAS-stamina and confidence, which obviously showed through not bending under the pressure to keep the moka ones, will pay off.

Suz, oh ok - yes, it sounds like I am too used to the return policies in the US (I've only been in Canada for less than a year, and haven't done much shopping here as I go down to the States often and prefer to still shop there).
I understand the point about not having enough sales volume to allow for a very liberal return policy, so I would definitely agree that they can't be like Nordstrom and accept the return when the customer shows up nine months after the purchase. But it seems like their return policy is NO return, even for items at full price. And La Canadienne seems to be a successful brand within and outside Canada, so it's not really a mom and pop shop selling handmade handkerchiefs.
Do they stand behind their (very expensive) product in any way? If the boot were to fall apart a month from now?
I do wonder if it would be worth to try to then speak (like Claire suggested) to the store owner.
I will definitely be much more on guard now when I shop in Canada...
But anyway, at worst, you will have a great pair of black boots, and money in the bank (um, store) to buy another pair when something pops up!

Suz, it appears that some o/s return policies are quite different to what we experience here. I would most definitely follow this through further. I am sorry I haven't read the earlier comments so if I am repeating, my apologies.

The boot is the Mazy right? And the colour charcoal. What is the actual name of the mocha coloured boot, for example if I went into the store would I ask for the Mazy boot in Mocha? If you were specifically asking the SA for the Mazy in Charcoal then she sold you the wrong shoe. On line there is no indication that that colour boot is only available on line. I think it's a very poor show. I would have expected the SA to be familiar with the boot and the colours it was available in and to have told you that what you were looking at was not actually the charcoal. At that price, I expect a higher level of knowledge and customer service from store staff. I would take it to the 'top' and I would make as much noise (politely) as I could. I would not be happy until my money was refunded. They sold you the wrong product.

Mon Dieu! C'est horrible!

A trip to Montreal should be a real treat, Suz. Glad to hear the black boots worked, and I'll be hoping that you'll make the most of a return trip!

Sorry to hear this, Suz. You have done some major YLF public service here, probably sparing us some issues we could not have anticipated.

I know just what you mean about the issue of color. I live in my gray accessories and made a decision quite awhile ago not to purchase dark brown shoes or bags because they are not my thing. I get why you will hold off for the right color, especially at that investment price.

I think that talking to the "right" person may get you some further satisfaction, but as always, one must decide how much time to invest in aggravation. It sounds like the store and the website compete directly with each other.

If it makes you feel better, I found a pair of the Munro Robin booties for $60 at my local Rack. I had wanted to try them and found the fit to be perfection on my impossible feet. I left them there because they were dark brown and I wanted black, wine or gray booties. I still need to find my black ones, but uncharacteristically ordered the cranberry Munro's at full retail. Ouch. Except I knew they were likely to work and they will be workhorses, rather than dust collectors. The perils of derailment are worse for me than the ones associated with keeping my eye on the prize.

Keep us posted.

Well it's one thing for the lighting to mess with the boot colour but it's another thing for horrendous rules and policies to get in between you and your perfect grey boots! Grrrrr.....

How aggravating. You'd think they would be more accommodating for an exchange - it's not like you're looking for a refund.

Sorry about your mix up. It was strange, after I looked at your original post, I looked up the boots on Zappos. They only had them in black and moka. I wished they had had them in grey!

I've been intrigued by La Canadienne boots for some time - attractive and waterproof. But pricey for me. I could justify the price if I worked (and dressed up everyday) and didn't live in a desert!

Oh, Suz--we are all feeling your dismay and frustration along with you. Those grey boots are so gorgeous and would complement the colors you wear. I, too, would encourage you to have a conversation with a store employee who has more authority.
Also, make sure you know how long the store credit is valid.
I hope that, once the sting from this lessens, you find something (or a few somethings) which you totally LOVE at this retailer, with your store credit.

Darn. That totally sucks Suz. I hope you are able to resolve it AND find your dream boots.

Thanks so much, everyone. DH thinks I should phone back and ask to speak to someone else, too, and see if they can order the grey boots. But you know...now I am having second thoughts even about those. The heel was super comfortable, but it was still a HEEL, if you know what I mean -- making it seem dressier than might be practical in my life. Hmmm. I am going to mull this one over some more.

Eliza, it does help to know I am not the only one. There's no point, really, in buying something that isn't going to work with my wardrobe -- especially not at this price. You showed fortitude in putting those very reasonably priced Munros back on the rack! But learning that they fit your feet and are comfortable was probably worth the reconnaissance mission. And now you have the cranberry boots, which will get more wear.

Deborah, yes - it is the Mazy. And I thought it was charcoal -- but it's moka. The SA and I both just referred to it as "grey." I didn't go in specifying "charcoal" by name because I thought it was the only grey boot...and this one looked grey in the store. I said grey, she said grey. It was an honest misunderstanding, not an attempt to mislead. A mistake on both our parts.

Mann -- they definitely stand by their product and guarantee against defects. But this is not a defect. Just a mistake. I do think it is a crazy policy. The store's policy is much more rigid than the website's. Oh well. Live and learn!

I hope Nordies gets to Canada soon, Suz. I remember here in the states back in the day they set the standard for customer service among the retailers. The other B&M shops had to step up or not have any customers....Now we just take it all for granted, but they used to be the exception. That could happen in Canada too.

The problem is scale -- we just don't have the population to support that. I guess that means our economy will become even more enmeshed with the US.

OMG, what a nightmare, Suz. I feel so disappointed for you. I'd definitely return and get the color you want--if not this year then next! Ugh x 1000!

What a drag! Good that at least you will get the store credit, but it seems you are not exactly sure about the online version anyway so I don't know if it is worth pressing the matter. At least you got one excellent pair of boots - I would not think twice about the 6pm price as it did not apply to you anyhow!

So sorry to hear about your getting the wrong colour boots and then the problem with the return. How terribly frustrating for you, especially when it's not in your hometown.
Maybe it is a good thing in the end if you decide that the heel really wasn't what you want?

I'm sorry, Suz. I was so excited to read your boot post, and then this. I hope you can still find the taupe boots you need.

(I wanted to recommend La Canadienne to you before, but I was a lurker. I have 12.75" calves and got the Passion style; they fit perfectly my calves perfectly.)