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:11/04/2022

  Type:Customer Service 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.

  I saw the boots online, but they didn't have my size. I chose to get a notification when my size was available. I received a text they were available, and immediately ordered the boots. When I receive the boots, and took them out of the box, I could see they were really big. I tried them on and they were so big my foot was sliding around. My daughter even said "mom, those are huge...they could fit me"! She tried them on, and they were too big for her. She wears a 9 or 9.5. I immediately sent an email asking how I could get a pair to me asap because I'm wanted to wear them on my vacation next week. The email I received said I could repurchase and return the others and get a store credit. There was also a link to the return portal and I was told to ***** them back. When I attempted to complete the return portal it was only an option to purchase another pair. The other options (exchange / return) were grayed out. This to me was a way for the company to force me to spend more money. I called the store and spoke with a woman. I told her about the sizing of the boots and she pretty much told me I was the only one who complained. Which was impossible. I asked her could she hold and 8, out of courtesy, and she told me she was too busy to do that. She was very rude and short with me. She told me she was in the middle of a photoshoot and hang up in my face. Here's the best part, I was told to ship them back by *****. To ship ***** was $49! I believe she knows that it cost this much and this forces people to not return them. Plus, you'll only receive a store credit, forcing you to buy from her. I honestly wouldn't wear any of her clothing. It's all a scam to take advantage of unsuspecting customers.

  

  Business Response

  Date: 11/05/2022

  Our new returns  portal makes it super easy for the customer to get better rates on return labels and streamlines everything. Nothing else has changed. We issue store credit only which is the option she is referring to. Exchanges are marked out because we do not offer exchanges. She simply had to return the boots, receive her store credit, and then purchase the size she wants. No one is trying to get her to spend more money. If she spent $45 to ship the item back via ***** that is on her. The returns portal price would have been $5-10. Our return policy has not changed (which she said she read before purchasing). Also, no one hung up on her. I spoke with her personally for probably 10 minutes during a photo shoot. Eventually,  I did ask her to reach out to customer service as I had to return to the photo shoot. We realize we cannot please everyone, and this is just one of those cases.