Russell Moccasin Customer Service

I'd posted in another Russell thread last year about how much I love my Russell's. They are the closest thing to walking barefoot I've ever worn (I have the Thula Thulas). I ordered them last August to make sure I had them in plenty of time for Safari this August and got them in late November of last year, about two months quicker then I expected them. I was very pleased. And then just over a week ago the sole on the left shoe split (will post a pic soon - it is on another device). I was SO annoyed. What to do??? The split wasn't horrible, but who knew where it would end up? Should I just superglue? At just over a month to Safari I didn't think I had time to get the repair done, besides, I wanted to keep hiking in them. Ugh....

So I decided to email Russell and did last weekend, telling them my situation and asking them what I should so. On Wednesday morning I was at work and received an email back from Joe, VP of Operations. He said he'd been given my email and that I should send the boots back in to his attention and that he would have them repaired, same day, and get them back to me. Oh, and he said to send them next day air and to include the shipping bill and he would reimburse. I had my wonderful wife ship them that day. And by the way, shipping was $106, had I known I would have sent them second day simply because I don't like costing anyone money I don't need too!!!

Well, I received a note from Joe on Thursday stating the boots had been received. Yesterday I received tracking information, and today my repaired boots will be back!!! THAT'S GREAT CUSTOMER SERVICE!!!!

Oh, and I almost forgot, Ralph, the owner, called me personally on Wednesday to talk to me. Unfortunately for me I was at work and couldn't answer. I will call him back next week though. 1. To thank him for the way he runs hims company. 2. To get his personal opinion if the next set of boots that I now plan on ordering should be made from hippo or buff, assuming I'm successful with both next month.

In this day and age of giant corporations it is nice to see a small company that has been around for a long time run like this. Russell now has me as a customer for life. The initial investment is substantial, but with service like this and with how long I believe the boots will last they become "cheap."

This is a very timely post!!

I just received my Russell catalog a couple weeks ago. Kathy and I are considering the purchase of some made-to-fit foot coverings. The fact that Russell is halfway between where I grew up and where I went to college has a little bit to do with my affinity...I have to admit that.

But, reading your testimonial above tells me everything I need to know about this outfit!


Tim

Royal - bit of a hijack....how are the Thula Thula boots on rocks? Better for dirt I suppose??

tarbe said:

This is a very timely post!!

I just received my Russell catalog a couple weeks ago. Kathy and I are considering the purchase of some made-to-fit foot coverings. The fact that Russell is halfway between where I grew up and where I went to college has a little bit to do with my affinity...I have to admit that.

But, reading your testimonial above tells me everything I need to know about this outfit!


Tim

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Tim,

Let me know if you need any more information. I really like the "minimalist" flat soled shoes, but "normal" soles are great as well.

Another thing I really like is that the boots look like a casual topsider with jeans. I wear them to work every Friday and no one realizes I have on my "hunting boots."

tarbe said:

Royal - bit of a hijack....how are the Thula Thula boots on rocks? Better for dirt I suppose??

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No worries!

Much better than you would expect. The soles grip very well and the ankle support is good. I got the version with leather uppers and I'm very glad I did for this reason. They are also extremely quiet and you can feel what you step on, making them even quieter as you can stop before you go crunch.

They are basically a three season non insulated boot for me. Let's put it this way. I'd wear them hiking in CO during the summer. For outdoors all you really need are these and then a pair of insulated boots for cold weather. Not saying I don't want a pair of bird shooters too though.

Update:

Got the boots back and they were completely resoled, more than I expected!

They also put a cap in the box. Think I will wear it this afternoon!

I would like my Russells to be able to do duty in the South Texas thorn country, and even on the trails in the Frank Church, along with the Eastern Cape.

Thinking maybe the Thula Thula with the Newporter sole or maybe even the Thornbush 7"....not sure I could go too far wrong with any of them!

tarbe said:

I would like my Russells to be able to do duty in the South Texas thorn country, and even on the trails in the Frank Church, along with the Eastern Cape.

Thinking maybe the Thula Thula with the Newporter sole or maybe even the Thornbush 7"....not sure I could go too far wrong with any of them!

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I don't think you can go wrong with either of those. The new porter sure is quiets I can say that for sure. I got the completely flat minimalist version. So much is a personal preference. Like I know many folks like the four inch PH boots, but I'm completely happy with the seven inch and wouldn't trade them for the world. I wear them everywhere.

Well, except with short when the wife is around. Her fashion sense is much more citified than mine!

Oh, and when I got the boots back they gave me an extra pair of laces too. And, the check for the shipping arrived in the mail today, I'm really, really happy with Russell.

Royal27 said:

Oh, and when I got the boots back they gave me an extra pair of laces too. And, the check for the shipping arrived in the mail today, I'm really, really happy with Russell.

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It is very common for folks (including me!) to wonder how/why it might be worth paying ~$400 for a pair of custom fitted/hand-built boots.

The customer service you have experienced is certainly nothing like what one would get when buying any mass-produced product. The closest to this I have experienced has been from Leupold...and that is why I keep buying their scopes!

I am going to consider that $100 of the purchase price is really just a lifetime, 100% satisfaction guaranteed warranty!

tarbe said:

It is very common for folks (including me!) to wonder how/why it might be worth paying ~$400 for a pair of custom fitted/hand-built boots.

The customer service you have experienced is certainly nothing like what one would get when buying any mass-produced product. The closest to this I have experienced has been from Leupold...and that is why I keep buying their scopes!

I am going to consider that $100 of the purchase price is really just a lifetime, 100% satisfaction guaranteed warranty!

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I'm with you. I had to get my mind around this purchase....

in addition to what you are thinking above I also factored in how long they would last me if I took good care of them. That made them relatively cheap when compared to a pair of ankle light hiking boots that might last a couple of years. And for me, the extra cost means I'm much more likely to take care of them.

I have two pieces of Russel Mocassin footwear.

First about the boots. After a single trip to South Africa, and having been worn not much before that, the stitching on one started coming loose. I sent them back and they were repaired fairly promptly. After some more use, and not that much, stitching is starting to come loose again. Also, the liner in the bottom of the boot has come out and the tops of the boots have stretched so much that they give no support and can act as a funnel letting all sorts of stuff into your boot. Meanwhile, some Redwing boots I bought back around 1993 and have worn a lot are still very servicible; the tops haven't stretched, the linings are still where they should be and no stitching has come loose. There is one small hole in the body of one of them that in no way impairs function. The Redwing boots cost about a third of what the Russels cost.

Then there are the Russel Mocassin boat shoes. No stitching has come loose and they still look pretty good but the lining has come out of them. Meanwhile boat shoes that cost MUCH less and have been worn a lot more and look just as good remain in good servicible condition after many years.

So, maybe their customer service is good but, in my opinion, their product is over priced and crappy.

I love my Russell's as well. Just got a pair of Courtney's Seleou's and they seem to be great as well. I need to wear them like I have my Russell's to be able to tell.