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Business Profile

Shoes

Sorel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Shoes.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:21/09/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    I was sent a faulty product - mismatched shoes one size for one one for the other. I asked for a refund for a dysfunctional product and they would not issue the refund with me sending the shoes back. I received a broken product and they kept my money and did not respond about the issue as they said they would for a week. I was then passed around and told management would call after lunch which did not happen. I had to call them and still they would not issue a refund. I am left with a broken unusable product and they still have my money.

    Business Response

    Date: 17/10/2023

    This is reference to ID ******** for ****************************** 

    We have attempted to contact ******* through email and phone.  The email provided has come back as undeliverable.  I left a voicemail for him but we have not heard back. 

    I will phone again today to see if I can reach him.   We will refund him once I have the details of his order. 

    Kindest Regards, 


    ************************* (she,her,hers)
    Supervisor Customer Care

  • Initial Complaint

    Date:13/03/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    I bought and returned an unopened shoe box online worth 189$ in December and the company continues to state that the refund has been attempted but I still have not received my money. I contacted my bank and I was informed that there is no issue with the funds going through back into my account. Sorel has now kept my money since December.

  • Initial Complaint

    Date:27/02/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    I placed an order ********* with Sorel in Dec 2022. I was shipped the wrong order (contents contained the wrong products and another customers order information). I contacted Sorel and was given a return shipping label and promptly retuned the items. I was told I will not be refunded until the package I did receive was returned (my first complaint). I returned the package with Canada Post tracking number **** **** **** ****, which was received by Sorel on January 19, 2023. After more than 30 days I still have not received a refund (second complaint). I have contacted the support team on 4 separate occasions inquiring about the status of my refund with zero resolution (third complaint). I’m met with a run of the mill response of “We’ve received the return but we can’t do anything. The warehouse needs to process the return.” This is appalling customer service and bordering on theft at this point. I would like this company to be fined as well as given my refund. I'm having a difficult time converting my emails to PDF format. Please provide an email address so I can forward my supporting documentation. Thank you, *******

    Customer Answer

    Date: 14/03/2023



    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.




    Sincerely,



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

  • Initial Complaint

    Date:02/11/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Placed an order on September 28 for many pairs of winter boots. *** ***** **** ** ** ***** ** ******* ** ** ********* * ****** * *** ************* ****** ****** **** ***** *** *** ******* Order was shipped on October 4th. On October 16 I reached out requesting more information about the delivery of this order as it was showing as delivered by I did not receive it. Email correspondence went back and forth over many days. On October 25th I was promised a refund for this order if I placed a new order with them directly. I replied with what I would like to order in exchange for a refund. Since then , I have been ghosted and have not received a refund. I will be taking this to my bank to file a dispute if a refund is not issued.

Sorel is NOT a BBB Accredited Business.

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