I’ve had a few pairs of Merrell shoes (mostly the super-comfy Moab Ventilator) and generally found them to last pretty well, given how much I wear them. Therefore, I was quite disappointed when my (non-Moab) Merrell shoes broke today, whilst putting them back on in a store changing room. They were under five months old and I have worn them a fair amount but not enough to expect one loops holding the laces to just snap. Without that loop, they could not be laced up properly and were essentially useless as a result.
Being in the city, I decided to visit the Merrell shop in Sydney (where I bought the shoes) to see if there was anything that could be done. The lady in the shop looked at the damage and, having not seen such an issue before, swapped them on the spot for a brand new pair! Now, that’s customer service! (And worthy of public acknowledgement, I feel.)
Well done, Merrell. My faith in your shoes is restored!