Tracey Neuls

I purchased a pair of Howard Indigo Print shoes (£225) on 02 May 15 at the store on Marylebone Lane, which is close to where i am currently living. I purchased these shoes because they were immediately comfortable and soft. I bought them on Saturday and wore them the following day to the USA where I was on vacation for a bit. I noticed on Monday morning, that there was what appeared to be a smudge on the top of the shoe. I tried to wipe it off and it turns out its a defect in the shoe. Very bummed but sure that once I returned to London I would stop by the store to get it fixed. By the time I returned to London, both shoes now have smudges on the top of the shoe. I was raving to a friend about how comfortable the shoes were and she liked them as well but wouldn’t consider it because of the smudge in the leather.
I went to the Tracey Neuls store on 15 May (when the shoes were 2 weeks old) and talked with a shop assistant about the defect. As I wasn’t wearing them, it was difficult to explain.
I went back to the Tracey Neuls store on 30 May 2015 and showed the shoes to the shop assistant. She suggested that the defect was from my toe nails growing and rubbing against the top of the shoe from the inside. The assistant took a couple of pictures of the shoes and indicated that the designer would be at the shop on the following Monday and she would talk with her about it and get back to me.
I talked with another shop assistant more recently about a new pair of shoes. Disappointingly, they did not have the size I wear for a new pair of Boy shoes. I emailed on 31 May with this shoe assistant (Jane) about my experience with the Howard Indgo Print shoe and queried if the designer had responded as she had been in the store recently.
I went to the store last week and spoke with Jane. Jane indicated that she had not had time to respond to my email nor had she spoken with the designer about the issue. She indicated that it must be something I’m doing as this issue hasn’t occured with anyone else. She did say she would follow up with the designer and get back to me.
I am posting this review as a 2 star. It would have been easy to retain me as a customer with just a little bit of customer service — for example — replying to my email, offering to replace the shoes at no cost, or sending me a request for better picture so that research could be done to pinpoint the issue with the leather.
As it is, on 09 June, i have not received any communication from Tracey Neuls. I am very very disappointed with the lack of response.

OK confession time. I’m not into ladies’ shoes, so this review isn’t strictly about the products sold at Tracey Neuls.
However, I loved the window display over Easter with a host of little cute yellow chicks looking up at the shoes on display. I don’t feel qualified to comment on the shoes themselves but anyone with such a good eye for cuteness must be good at fashion
Cheep cheep cheep