I purchased some Neumoks via Amazon a few weeks ago and have worn them perhaps 5-6 times since. I really love the shoe, but have noticed that on one shoe, the stitching is pulling through the leather. Does anyone have any suggestions for what to do? I'm in NYC so taking them to an AE store is definitely possible, but before I try that I thought I would try to figure out what to expect from them.
Assuming that you didn't do anything to damage them yourself, that looks like it's either defective worksmanship, or just something decorative that naturally breaks down with wear (without harming the shoe). Taking it to the store can't hurt.
AE has great customer service. I have a pair of strands that I bought in a store (not locally) that started having a problem soon after. I emailed customer service, they sent me a shipping label. They emailed me when they received them and said they took a look and would be replacing them. The new ones should be arriving tomorrow.
Super easy to work with, and an overall great experience, (assuming the replacement pair is fine!)