Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  To Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  To Blundstone Canada:

  Ill be happy to purchase another pair with your promotion code. Correction to your respond, I purchased the pair at March 2023, it's only 2 years old, rather than you mentioned in the original repsond it's 9 year old. 

  I am not trying to make a big deal out of this, and I appreciate your attention to the customer's concern. Please close this claim and send me the promotional code. Thank you
  
  Sincerely,
  
  ********* ***

  eeking assistance from the BBB to ensure fair treatment under the warranty policy and to obtain appropriate compensation or repair.

  Business Response

  Date: 10/06/2025

  Hello *********,

  Thank you for reaching out. I have thoroughly reviewed your claim and correspondence in regard to your warranty claim WA#**,684.
  After carefully assessing the condition of the boots, I support and confirm that the wear on the soles is consistent with regular use over time, which can lead to debris entering the mid-sole leading to deterioration and cracking of the sole.  As outlined in our warranty policy, coverage does not extend to damage resulting from normal wear and tear, including sole deterioration due to usage. 

  I appreciate that other pairs may not have exhibited this with wear, however we review all claims independently and uniquely, just as our clients. Likewise, the boots themselves indicate a manufacturing date of 2017, meaning these boots are 9 years old. 

  We will not be able to proceed with a replacement or refund. As a client gesture we would be happy to provide a promotional code towards a new purchase. This claim is closed. 

  Best, ********* *******

• Initial Complaint

  Date:30/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23396925
  
  I am rejecting this response because:

  I described the nature of my work to the sales associate, including the chemicals I used. They assured me they would be ok, and if they weren't that the warranty would cover the replacement.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 02/06/2025

  Hello there,

  I have reviewed the claim and assessment, and I do support that this is a denial and that the leather has been exposed to a caustic material (fertilizers, chemicals etc), or environment conditions (barn boots, wet weather and dried improperly, etc) that have led the leather to crack.

  I have attached pictures to support the visuals. This type of cracked leather is not conducive to an issue with material or craftsmanship, and while we do cover issues that are known manufacturing issues, this is not one of them. 

  We would be happy to support the client with a ***** off promotional code. 

  Best, ********* *******

  Business Response

  Date: 03/06/2025

  Blundstone takes great pride in our workmanship, quality of product and value it offers to our loyal wearers it is not something we take for granted or assume ever.
  We are however realists and regrettably as much as we might like it to be true not much by way of anything lasts forever including our footwear. Although the type of work you do may have been mentioned and confirm these boots would be suitable, the issues highlighted are not covered under warranty. All individuals wear them uniquely. Do you have a copy of the receipt?

  
  We manufacture to the highest of standards using only the highest quality of componentry that does not mean however they will last forever. My understanding is that the footwear has served you well for 2 years, from my perspective this would seem a reasonable approach to address this as an issue related to an external environmental impact but appears not to be something you are accepting of. 
  Again, after review of the images provided, I concur with the assessment that there is no fault with the footwear we would absolutely consider the condition of the boots to be a result of fair wear and tear. 

  Our offer for a ****** promotional code towards another pair, is where we will be landing, this boots will not be refunded or exchanged. 

  Thank you,

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23396925
  
  I am rejecting this response because:
  While at Blundstones you may consider 2 years a long lifespan for your footwear, I  do not consider that to be an acceptable benchmark for quality, considering the original promise of quality when I purchased these boots, that if they didn't last, that the warranty would cover a replacement. I can see that the company does not stand by their claims of quality, but instead rely on blaming the user. The previous boots I had before *********************** lasted 3 years and were still completely functional when I purchased the Blundstones. My disappointment stems from the fact that I was promised a replacement if the shoes did not hold up, and I am deeply disappointed that this is not being honoured and that it is taking this much of my time and effort to fight for the originally promised replacement. If you could repair them to their original or close to original condition I would also be happy.

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 04/06/2025

  Hello ****,

   I sincerely apologize for the frustration and confusion you've experienced regarding the coverage of our warranty program. Your concerns are completely valid, and I deeply regret any inconvenience this situation may have caused.

  At Blundstone, we take pride in standing behind our products and honoring all legitimate warranty claims. It is always our pleasure to repair or replace items when appropriate, and we are committed to ensuring our customers feel supported and valued throughout the process, it cases where we cannot approve, we defer to the detailed training on warranty defects. *** reached out to the store involved to gather more information about the communication you received regarding the warranty. As a sister location, they are trained under the same warranty guidelines and standards as our main store, and I want to ensure consistency and clarity in how our policies are conveyed.

  
  As a gesture of goodwill, I continue to make the option of a $100 promotional code toward your next purchase available. Let me know if this is how you would like to proceed.

  Thank you,

  *********.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23396925
  
  I am rejecting this response because:

  I do not feel that $100 coupon is an acceptable offer. I really want to have functional work boots again.

  Further to your action to reach out to the store level, would I be able to be included in communication with them so I can make sure that the questions are asked in a fair and impartial way at the store level.

   

  
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 05/06/2025

  Dear ****,

  We will not be offering a further discount, or exchange. I have connected with the store and provided the photos asking for their unbiased opinion on the product and your concerns. They would make the same assessment based on the condition of the leather of the boots, as again there is no fault in manufacturing. 

  We will be leaving the $100.00 discount code as our final option in this situation. 

  Very best,

  *********

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23396925
  
  I am rejecting this response because:

  
  Can you send me your communication with the store so I can make that judgement?

  Also, would you be able to remove the word "work" from your products online and in store that are "work boots" since they are too fragile to function as proper work boots?

  Sincerely,
  
  **** ****

  Business Response

  Date: 18/06/2025

  Hello there,

   

  To clarify, we have offered the client a ***** promotional code and will not be warranting his boots, as there are no issues in manufacturing or material.

  We apologize that the client does not feel this is a fair solution, and the client has until 09/01/2025, to claim this promotional code directly through me.

   

  Best, ********* *******

  Customer Answer

  Date: 23/06/2025

   
  Complaint: 23396925
  
  I am rejecting this response because:

  This is an admission that Blundstones are terrible products, because if it is not a manufacturing error that they fell apart so quickly, they must actually just be terribly manufactured. I am severely disappointed that I was tricked by your marketing. There are numerous claims on your website and social media that this are rugged durable products, which are completely untrue if you claim that it was not a manufacturing error. I hope that something can be done to prevent your company from defrauding people in the future that need good quality work boots.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22650913
  
  I am rejecting this response because:
  I am writing to address the false and defamatory statements made regarding my conduct during my interactions with your team. I categorically deny any claims that I was abusive in my communication.
  

  Clear and Documented Communication:
  All of my communication with ********* was conducted via email to ensure transparency. At no point was I aggressive or disrespectful. I even requested that the initial calls with her team be reviewed, only to be informed that they were not recorded.
  Inconsistent and Confusing Handling of the Issue:
  Initially, ********* indicated that the matter had been resolved by issuing me a refund and providing a new pair of boots.
  I clarified that I had not received new boots and expressed that such a resolution would be fair. ********* then backtracked, stating she believed I had repurchased boots, which would have contradicted the refund process.
  Subsequently, I was offered a promotional code for the shoes with expedited shipping. However, I later received an invoice for the full cost of the boots, with only a $50 discountmaking the price identical to my original purchase.
  ********************:
  ********* openly stated that she had not spoken with her team, which explains the inconsistency and poor handling of my case. Additionally:
  Sarah's demeanor during the phone call was unprofessional, as she laughed throughout.
  ******* failed to accommodate a reasonable return window after I informed her of my work schedule and responded with a dismissive tone.
  Reasonable Complaint and Legal Mention:
  My reference to legal counsel was made in response to the apparent breach of contract. An offer and its acceptance constitute a legal agreement. I also noted that making public false statements about my behavior is defamatory and unlawful.
  Improper Guidance:
  If my complaint was misdirected, I should have been provided with the correct contact information rather than being subjected to further confusion and frustration.
  Conclusion:
  I expect that the defamatory statements about my behavior will be retracted. I have acted in good faith throughout this process and simply sought a fair resolution to a problem that originated on your end. All relevant correspondence can be provided as evidence of my professionalism and the mishandling of this matter.
  I look forward to your prompt response to this issue.
  Sincerely,
  
  ******* *****

  o interrupt me and then talk down to me like I was a child. I was happy to exchange them but after this experience I just asked for my money back and will buy ******* boots by a **************** with customer service **** who actually like and appreciate their customers. When I sent an email asking when I'd be refunded, I was just ignored. Hi *******,Thanks for following up and sending those photos.This is certainly strange as all of our product goes through a rigorous inspection before fulfillment.I would like to have these boots sent back to us, and I will issue another shipment of the Winter Thermal boots to go out as soon as possible.Kind regards,**** Online ****************************** Advocate ********************** Pull-on Comfort Since 1870.

  Business Response

  Date: 19/12/2024

  ******* should have filed this with Blundstone Canada she has had no interaction with ABC. 

  You will see from my correspondence with her, that our aim was to ensure she received her refund and that I would speak to the co-workers that she dealt with. Both left shaken after her aggressive and abusive tone. We expedited a refund for her as well as personality picked up her package.  I reached out to support her feeling of the situation and the next steps which were verifying that she did in fact receive the funds. I let her know if she wanted the new boots, I could support ensuring she received them but at no point offered her a free pair. She continued to make this assumption and did not want to take a call which is fine, but did not help the situation. I advised i would support her with advising a follow up with team members, so we could do better in the future, and support getting her new boots. 

  At any rate, even in our best attempts ******* does not align with our expectations, and I have advised her of such. She is threatening and very difficult to dealt with.  I can be reached at ******************** or *****************************************

  Customer Answer

  Date: 27/12/2024

   
  Complaint: 22650913
  
  I am rejecting this response for the following reasons: it does not constitute a proper response but rather a request for the BBB to contact them directly, which appears to be an attempt to bypass the established process set forth by the BBB.
  All communication between ********* and myself has already been provided in my initial rejection. Any effort to exclude me from the conversation raises concerns about the possibility of fabricating a narrative to support their misleading claims. The email correspondence demonstrates that the previous response from Blundstone is entirely inaccurate and reflective of their poor treatment of customers.

   

  ******* *****

  Business Response

  Date: 02/01/2025

  Hello ******** *******, I have left a second message 1/2/2025. I will send you a email directly. Thank you kindly.

  Customer Answer

  Date: 07/01/2025

  Please find attached, as requested, the invoice for the original pair of boots purchased

  Business Response

  Date: 23/12/2024

  Hello there,

  I have requested that the case working with the BBB outreach to me directly. I have left a msg 12/23/2024 at 1pm EST. Thank you kindly.

  Best, Catherine 

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 22650913
  
  I am rejecting this response for the following reasons:
  The complaint was not about the refund but rather about the treatment I received from the Blundstone team and the subsequent offer made by ********* to provide an additional pair of boots at no charge as part of the resolution for poor customer service. This offer was clearly communicated, and I sought clarification before accepting it. However, after I accepted the offer, it was revoked, and I was instead told I could repurchase another pair at the original price. This sequence of events is documented, and the offer and acceptance constitute a clear contractual agreement.
  ********* has not addressed the concerns I raised about my experience or the steps taken to rectify it. Instead, her response included defamatory and untrue claims. All email exchanges have been submitted, and they clearly demonstrate that I was neither abusive nor threatening. Any actions I outlined were simply an exercise of my legal rights.
  Furthermore, the emails reveal that prior to contacting me, ********* had not addressed the issue internally with the team members involved. She has repeatedly failed to acknowledge my original complaint, has been unprofessional in her communications, and has provided misleading information. Additionally, she attempted to bypass the transparency of the BBB process by requesting direct contact rather than following the established procedures.
  I request that this matter be reassessed in light of the evidence and the concerns outlined above.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 22650913
  

  I am rejecting this response for the following reasons:
  As outlined in the attached email chain, ********* clearly stated in the first email (copied below) that she believed I had both received my refund and the boots I had originally ordered. This is inaccurate. In my subsequent email, I sought clarification on whether she was offering a pair of boots at no cost, given the poor customer service experience I had encountered. In Catherines response, she did not deny that a new pair of boots was being offered but instead mentioned a promotional code toward the boots.
  For your convenience, I have included the key emails below. However, the full email chain has already been submitted and is reattached here for reference. These three emails are particularly significant to this case.

  It is also concerning that there has been no mention of this issue being addressed internally prior to this most recent communication, despite correspondence clearly showing that I have been accused of being abusive and threatening. Such accusations appear to be an attempt to deflect from the original issue, rather than a genuine effort to resolve my complaint professionally and transparently.

  EMAIL ONE
  I hope this email finds you well.
  I wanted to reach out regarding a recent claim you submitted through our partner store, ***********************. It appears this issue was related to an interaction involving Blundstone boots. After looking into the matter further, I see that you have been refunded and should now have the boots you originally wanted. Could you please confirm this for me?
  I sincerely apologize for any inconvenience or frustration this situation may have caused you. Our goal is to ensure that every client has a seamless and positive experience, and I regret that this was not the case for you.
  I truly appreciate the time and effort you have taken to resolve this issue. If you have any further questions or concerns, please do not hesitate to reach out. Your satisfaction is very important to us, and we are here to listen.
  Thank you once again for your understanding and patience.
  Very best regards,
  ********* *******
  Senior manager, Customer Experience

  EMAIL TWO 

  Hi *********,
  Thank you for your email, though I must say I dont quite understand what you mean. The shoes were shipped back in both the shoe box and the outer box they were sent in.
  Its clear that you felt that refunding me and sending out a new pair of boots was the appropriate course of action given the mistake and the poor customer service I experienced, and I agree that this seems reasonable. I am happy to continue communicating via email, as having everything in writing is much better under these circumstances. My phone interactions so far have been stressful and caused a great deal of anxiety, so I would prefer to avoid that moving forward.
  Im also disappointed that what was stated in your initial email now seems to need further discussion.
  If you are now stating that a new pair of shoes will not be offered, please let me know, as this is getting quite confusing.
  Thank you for your understanding, and I look forward to resolving this matter via email.
  Best regards,
  ******* *****

  EMAIL THREE 

  Hi *******,
  
  I understand, email is totally fine. 
  
  The miscommunication must have come from be as I believed you had been refunded and re-purchased a new pair of 2242, although I understand the time and effort here, and would be happy to offer you a promotional code towards the pair 2242 and have them expedited to you. 
  
  Let me know if that works, I am heading into a meeting and will do my best to respond by the end today, if not first thing tomorrow.

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 08/01/2025

  Hello there,

  Please be advised we have acknowledged the compliant above and as per the client ******* *****, we provided a refund as requested. 

  Thank you, ********* Lalonde 

  Business Response

  Date: 09/01/2025

  We have reviewed all the correspondence and do not deem our team was inappropriate in their actions. We initially had asked if you wanted a replacement pair or a refund, ********* request of a refund was granted outside of our regular processes (before receiving product back) and we went an extra step to send a carrier to pick up the product, our normal return process is to have consumers drop returns at the carrier location. We went above and beyond to resolve this miss ship for her.  No where in the communication is a "free" pair of boots mentioned, your interpretation of the email of this offer is simply an interpretation. We have offered a quick resolution to your issue, responded to all communication.  All internal follow up regarding ********* original complaints and concerns she had with how she was treated have been addressed internally, as per our protocols. 
  ********* ask through BBB was to be contacted by the company which we have fulfilled, as far as we are concerned, we have met the standards of customer service resolution in this matter.

  Business Response

  Date: 03/01/2025

  Hello there,

  We would be more than happy to take this claim off-line as the complaint is not order the correct business, and the client ******* ***** did not purchase or engage, with the *********************** West 4th location. So, this claim should be removed. I do apologize that Ms. ***** feels as though she was mis-led, this was not the intention. From all accounts we provided the refund is record time, as per her request.  This is where things have finished, and I do not believe we need to pursue this further, other than taking this compliant off of our Australian Boot files, and by doing so will remove anything ******* is in agreement.