I might be getting a little further with this but it is rather like wading through treacle!

Not only have they referred my query on large sized shoes to their buying team but now they have also informed head office as they "would love to consider this within our future products"!
I'm still keeping the correspondence going but do, PLEASE, write to them yourself - even if you personally take smaller sizes. It can only help "the cause" and you never know but size 10's & 11's might be available next year sometime.

Here's the latest correspondence: -

Sent: Sunday, October 19, 2014 at 1:15 PM
From: ProofOfPostage <ProofOfPostage@NewLook.com>
To: "Trines Shinn" <Trines@mail.com>
Subject: RE: RE: RE: Ladies' Shoes, your ref 3281065
Hi Trines
Thank you for taking your time to respond to us.
I am pleased to hear of the enthusiasm you have towards our selection of shoes. Customer feedback is always great to hear and it is very much appreciated. As I understand you would like to see a range of shoes in larger sizes, please be assured that your comments have certainly been kept in mind.
We are pleased to inform you that this has been passed onto our Buying Team and Suppliers as we are always excited about improving our current range of products. I would also like to advise that we have made Head Office aware as this is of course something we would love to consider within our future products.
I do appreciate you taking your time to write this email as customer feedback is very important to us and I did enjoy hearing how happy you are with our products; I do also agree that having larger shoe sizes is a great opportunity. We are always looking to improve and ideas like this provides us with ways to expand our current footwear range.
As we do have a very large transgender following this support and feedback is exciting to hear as we look forward to seeing a growing range of footwear in the future. We feel that this is a great opportunity and this idea provides us with excitement as we do love to hear all of this support.
We aim to be as inclusive as possible and recognise the diversity of our customers.

I would like to thank you for bringing this suggestion to our attention as this will certainly be kept in mind for the future, if you do have any further queries then please do not hesitate to contact us again. Our contact number is 0344 499 6690 and our offices are open Monday to Saturday 8am to 8pm and Sunday 10am to 6pm.
Best Wishes,
Hannah Richards
Customer Relations Specialist
New Look Customer Services



My reply Sunday 19 Oct 7.20pm:-

Dear Hannah

Thank you so much for your detailed reply.

I am very impressed this subject has been brought by you to the attention of not only your buying team but also that of Head Office. I live in hopes they can enthuse hugely about the profitabilty of catering for poor people with huge feet! I am similarly impressed with the fact your department works on a Sunday!

Whilst your reply does seem to be fairly enthusiastic about this matter what I am not quite so impressed with is the fact you and two of your colleagues have so far managed to overlook answering a direct question I have put to you which is: -

Is there any chance, please, of you being able to ask of your buying team what is their current thinking about possibly stocking some larger sized ladies' shoes and for you to relay their answer to me?

In other words, I am trying to find out from you whether this is something already under possible consideration or is it something that might be considered in the future but only if you receive a sufficient number of customer enquiries.

I, along with many others, would be very interested to know.

I really appreciate the time you and your colleagues have taken in answering my emails and I look forward to receiving your further reply.

Kind regards

Trines x x

Here's the latest response from New Look. I think my bolt is shotted now, my correspondence with them seems to have gone as far as it can. Their last two replies in particular give grounds for hope so fingers crossed!

It's up to you now girls. The more emails they receive the better has to be the outcome.

Hi Trines



Reference number:3281065



Thank you for taking the time to respond to us once again. I am glad to hear that you have acknowledged we are looking into this with serious thought and we are also very enthusiastic about this suggestion and I am very happy that you brought this to our attention.



I would like to send my apologises as I can see we haven't answered your question in previous emails, the honest answer to this question Trines is we are unsure at this moment in time if it is undergoing possible consideration from the buying team. I can confirm it will be something we will be looking into, as you clearly stated there is a big market out there so I really do feel that this idea will be considered for the future.



Likewise I appreciate your patience with this matter and admire your passion for our footwear and bringing in larger ranges.



If you do have any further questions or further points to add please do not hesitate to contact us.



Kind regards



Tom Clancy

Customer Relations Specialist

New Look Customer Service

Hi Trines



Reference number:3281065



Thank you for taking the time to respond to us once again. I am glad to hear that you have acknowledged we are looking into this with serious thought and we are also very enthusiastic about this suggestion and I am very happy that you brought this to our attention.



I would like to send my apologises as I can see we haven't answered your question in previous emails, the honest answer to this question Trines is we are unsure at this moment in time if it is undergoing possible consideration from the buying team. I can confirm it will be something we will be looking into, as you clearly stated there is a big market out there so I really do feel that this idea will be considered for the future.



Likewise I appreciate your patience with this matter and admire your passion for our footwear and bringing in larger ranges.



If you do have any further questions or further points to add please do not hesitate to contact us.



Kind regards



Tom Clancy

Customer Relations Specialist

New Look Customer Service

Did anyone else notice that the most notorious author of Spec. Ops. novels is working at New Look customer relations?

Careful Trines, you might find yourself tied to a chair with an MP5 SMG aimed at your knee asking how you know so much about girls with big feet

:D

I'd just tell him all about you, Samantha!

FLASH-BANGS OUT!
WEAPONS FREE!

Thanks for telling me that Samantha but as for me I always keep mine very neatly . Takes all types I suppose. :-) Trines x x

Meant to say "very neatly tucked" !

Why is it we can't derail a thread without someone bringing up their little fella?

(Mine too LOL)

thought I would help out and sent a letter to New Look ,only take 7 but love gurls in nice shoes so happy to help the cause Alana

What a real cutie pie you are Alana. Thanks ever so. Remind me to buy you a drink Friday week. Love, Trines x x

Only a 7, Alana? You lucky, lucky, lucky cow!!!!! x x

yes buy me a double gin and tonic and I will start buy 9's if it make's you feel better , I do hate upsetting so lol

Buying 9's Alana? Hate upsetting me so? Now you're being a lying, lying, lying cow!!!!! x x

Ok, anyone wanna buy a ticket for a bitchslap? If only I could find my purse.

Don't mention your shoes size again infront of me Mrs Dee.
You're not too pretty for a slap :p

I was only trying to help , who do I pay the money to get a slap from these two gorgeous gurls xxx

Me.
50 quid please - So I can buy some more heels that fit me LOL

Can you girls please send me a video + sound track of this impending cat-fight?

And how about trying to persuade all your friends to write to New Look so we can add them to the really impressive total of 3 so far! :-( x x

Received the following unhelpful email from New Look, assuming that someone after size 11's must be in the USA ...

Hey Beverley,

Reference: 3327121

Thanks for your email to New Look about our shoes online. I'm glad to hear you like them.

Our women's shoe sizes at New Look range from size 3 (UK) to 9 (UK). Just to let you know, if you are viewing the website in a different currency, the sizes will change to suit the preferences of the currency. For instance, if you are viewing the site in British Pounds (£), the sizes will be UK sizes. If you are viewing in Euros the sizes will be relevant to EU sizes and so on. So if you're emailing from the United States or Canada the range will be from size 5 (US) to 11(US). If you wanted to double check any sizes our sizing guide can be found at:

http://www.newlook.com/furniture/sizeguides/womens_size.jsp.

I hope I've been able to help you out today but if you have any more questions just let me know. You can also visit our Help Centre on www.NewLook.com or contact us on 0344 499 6690.

Best wishes,

Mariah Meawasige
New Look Customer Services

Reply and clarify the situation.
Dont settle for that bullshit!

Hi Bev. You're right, it's a bit of a non-reply isn't it? I had a succession of correspondence with them (above), each time from someone different and, I suspect, more senior and each time more meaningful. They seem to employ a lot of people in Customer Services and perhaps you got one who only started yesterday!! I do hope you will follow it up with a reply putting them right about your nationality and putting your question to them again? I 'majored' on the sizeable gap in the market for inexpensive, trendy shoes in the larger sizes and the potential profitability to New Look were they to provide for this demand. This seemed to have gone down well with them and my emails started to go up the chain. Hopefully you're willing to try the same? Hugs, Trines x x

Response sent ...

Mariah

If I'd been emailing from the US or Canada, would I have an email address from British Telecom (btopenworld)?

It was an attempt to get New Look to consider supplying shoes in larger sizes, not to get a lesson in transatlantic shoe sizing.

Beverley

You sent that??
Little bit rude don't you think?
It was a shit reply granted, but saying that really kinda makes you look like an ass.

Probably. But then I've been dealing with a problem with my mobile phone for the last 2 weeks and am just about sick to my eye teeth with poor customer service, At the same time, I complained about a pearl necklace and bracelet set that I got thru a frequent flyer scheme. Complaint sent by email on Monday. Replacement set received today. From Dubai. No quibbles, didn't even ask for photos or, so far, for the original set to be returned. Why is the UK so awful at Customer Service?