Business Profile

Shoes

FREEBIRD Stores

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for FREEBIRD Stores's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

33 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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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:01/04/2024
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.
The company sent me a defective item and then refused to exchange it. Freebird alleges that I restitched the item, making it defective.
Business Response
Date: 01/08/2024
To whom it may concern,

I apologize for our previous phone call with ************ left her feeling like we had not provided an ideal resolution for her. - it's never our intention to disappoint our customers.

That said, each order processed and shipped from our warehouse goes through a thorough inspection process. Typically, each pair of shoes will go through seven sets of hands before final packaging and shipping. We strive to ensure that we select the best pair possible for each order.

After further review, we've initiated a refund for **************** purchase and have redirected the boots back to our facility. ************ should see this reflected to her original form of payment within the next 3-5 business days.

All the best,
The Flock
Customer Answer
Date: 01/08/2024

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. Thank you so much.

Sincerely,

*****************
Initial Complaint
Date:12/31/2023
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.
In August 2023, I purchased the ******* boots from Freebird for ******. They were delivered to my residence in **********, ** without any issue. They fit fine and the leather was in good condition. Since these are fall/winter boots, I could not wear them for a few months. In December 2023, I wore these boots twice and the leather started to warp and bubble. I have never in 20+ years of buying premium boots, seen anything like this. I contacted Freebird and they accused me of getting the boots wet and suggested that I spend MORE money to buy another product to protect them against water damage. These boots were never in water. The damage is also only on one boot, so water damage would involve both boots. They also said that since I was outside the 3 month return window, that I could no longer return them . I acknowledge that it is true, but there is no way that I could have known in August that the leather would bubble after two wears. Also, these boots are now on final sale markdown and are likely no longer available. Freebird provided no other customer service option or resolution. I see from other reviewers and BBB complaints that they enjoy gaslighting their customers to absolve themselves of any responsibility for their crappy products. I have no interest in continuing to be their customer and would never purchase again from them in the future. However, $300 for shoes I've worn twice that are now damaged and warped is totally unacceptable. It's also extortion and further investigation should be done into the labor and business practices of this company. I would like a refund, since they have zero interest in keeping mine or anyone else's business, nor do they stand by the quality of their product.
Business Response
Date: 01/04/2024
To whom it may concern,

As all of our styles are handcrafted with 100% full-grain leather, it is common to see the hides distinctive textures and creases.

We sincerely apologize for any miscommunication regarding ******************** ******* boots, however, the previous correspondence with our team never indicated that the boot was wet or water damaged in any way. We provided leather care tips to prolong the longevity of these boots.

This item does not meet our Return Policy as they have been worn and does not fall within our Warranty Policy as the texture of the leather hide is not considered a defect. You will find these policy's linked below.
********************************************************************
*************************************************************
We understand that this is not original resolution that **************** hoped for however, we are unable to provide an additional resolution as the item does not meet the above policies.
All the best,
The Flock
Customer Answer
Date: 01/04/2024

Complaint: 21074556

I am rejecting this response because:
The boots are unwearable. The boots and their leather are defective. They can use whatever policy and explanation to state that theyre not, but the boots are literally BUBBLING. Had I known that the company would be this unprofessional, I never would give them my business. They have a long history of complaints based around the same issues of quality and customer service. What else are they offering as a resolution? A response of oh sorry is not a reasonable response. I am still requesting a refund.

Sincerely,

*********************
Business Response
Date: 01/23/2024
To whom it may concern,
I understand that **************** is unhappy with our resolution. Our policy as well as our terms and conditions state, that if you are unhappy with your purchase that the customer has ********************************************************** unworn condition. We have reiterated this policy to **************** several times, and is still dissatisfied with our terms and conditions that she originally agreed to when purchasing off of our website.
We are willing to extend a one-time offer for a refund once the boots arrive at our warehouse facility. **************** can send the boots to the below address using any carrier of her choice. We will not be providing a return label as this is outside of our policy and we are extending this as a one-time resolution.
FREEBIRD STORES
*****************************>Suite 50
******, ** 80239
Follow the steps below to return:
Include your Packing Slip and Freebird within the original shoe box.
Drop your package off at the carrier of your choice.
Obtain a receipt upon drop-off of your return for security and tracking purposes.
Once theyre back to us, you will receive an email notification within 3-5 business days.

Customer Answer
Date: 01/23/2024

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:12/11/2023
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.
Inside my brand new left boot was a filthy, nasty, dirty, press on nail.Then upon inspection the right boot was obviously defective and also not the same size. Lastly there were black marks on both white boots. (The boot on the right is clearly not made the same as the left)After calling and calling, l explained what happened and they said they couldn't get new boots out to me until they got the others back. I sent them back expedited and had zero correspondence from them confirming they received the boots or that they were going to send me my new boots. I reached out again today and was told that they weren't sure if they have them in stock, that processing times are running extra long, and that it takes 5 additional days to process and package the boots. At this point two of the events I bought these for has passed. The thing Im most frustrated about is the reps Ive spoken with dont care to make this massive fail correct. They have my money and the boots and I cant get them to ship me out another pair. The last rep I spoke with (******) said she would send me an email after speaking with me to keep open communication, but she never sent me anything.
Business Response
Date: 12/12/2023
To whom it may concern,

We have been in touch with ****************** during this whole process and wanted to ensure that we were able to provide a great product for the customer before responding. In the corresponding attachment you will find the email that was sent to ****************** before business hours started on 12/12. Our **************** manager wanted to ensure that a manager inspected these shoes before we sent a recap email to ****************** to ensure her that we quality inspected her new item for her and that they meet our core standards.

As we sincerely apologize for the original condition that she received her first shoe. We have since shared these photos with our quality inspection team to help ensure that this does not happen again in the future. We have provided a full resolution to the customer and have expressed shipped a replacement on us to her. Please reached out with any additional questions and we would be more than happy to *****.

All the best,
The Flock
Customer Answer
Date: 12/13/2023

Complaint: 20993400

I am rejecting this response because:
I had to initiate all contact repeatedly and my issue was never handled with urgency, or even any concern. Had I not called and demanded to speak to a manager, who knows how long this issue would have trailed on. I appreciate that ****** has assisted me with this process, but, I still dont have any boots nor a partial refund/coupon/gift card to compensate for all the time Ive had to spend trying to get this exchange done.
its incredibly frustrating when businesses dont care to make things right. Ive more than held up my end of this business transaction by running my credit card and paying for the goods up front.
the date of purchase was 11/24/23
Sincerely,

***************************
Business Response
Date: 12/20/2023
To whom it may concern,
We were able to send a replacement to the customer and it arrived on 12/13. We have since been in contact with ***** to help ensure that this does not re-occur again in the future.

All the best,
The Flock
Initial Complaint
Date:12/05/2023
Type:Product 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.
Originally bought the ***** in size 6 at ****** Store for $126.14 and found cheaper elsewhere so I was allowed to return for exchange. Sales receipt did not say Final Sale. Paid $35 to return and exchanged for the ****** Boot in size 6 and paid difference of $350.00 total sale. The size 6 ****** was too small so I emailed to exchange for a size 7. The representative said she was glad to help and had me go through electronic return. When the electronic exchange process did not work she said I ordered online from Final Sale and could not. Told her I exchanged with exchange order form through the mail not online. She said it wasn't withing 30 days. Told her it took 14 days to ship me the boots and that I just wanted to exchange. Explained the size 6 ***** fit so I ordered size 6 in boots although I wear a 6.5 size. She said I should have known what the size difference was per the guide on the website. Told her I just wanted to exchange not return. She said there was a Final Sale notice that was presented on the item page, throughout checkout, and on the order confirmation email and that this is also noted on your packing slip. None of them say Final Sale and told her if they couldn't help me I would take it higher. She never responded back and now I have $350 boots I can not wear. Originally I wanted to exchange but now want to be refunded because how I was taken in circles and their inability to solve a minor issue. Told her I was even willing to drive 4 hours to the nearest store to exchange. Customers need to be informed of Final Sale purchases and return or exchange process and in each step they used "Final Sale" to deny any resolution. Customers have these rights according to Consumer Laws and according to Contract Laws. I have extensive amount of emails and receipts where nothing said Final Sale and how they kept changing their reasoning to deny any kind of resolution.
Business Response
Date: 12/12/2023
Hi *****,
I am so sorry to hear about your recent experience with FREEBIRD stores. I do see that you were able to get in touch with a member from our customer service team regarding your order on November 12th on a return exception on your ***** shoes. I would love to further discuss a resolution for you to see if there is another way we can help assist you.
I will reach out to your personal email listed on your account on order #*******. I look forward to working with you to help find a resolution that will be work best.
All the best,
The Flock
Customer Answer
Date: 12/16/2023

Complaint: 20963613

I am rejecting this response because: The response from Freebird on the BBB website is different than what was emailed to my personal email address. Not only is it different, but they reference the wrong shoe that I need a resolution for. In their response on BBB, the company claims to make an exception for returning the ***** shoe because it was Final Sale but there is no Final Sale indication on receipts. Says nothing about the ****** boots which is what I exchanged the ***** for, cost twice as much, and is the subject of this BBB complaint.
On my personal email referencing this BBB review (attached), the company referenced only the ****** boots. This is a perfect example as to how the company representatives lead the customer into a circle and proof of what the customer experiences. They can call it a misunderstanding but I asked to return the item and how I can accomplish this on December 13th and I received no response. This is exactly what they did to me on the first round of trying to find a resolution of simply getting a shoe that fits.
It is important to note that originally I was fine with exchanging for a bigger size that fit and was even willing to drive four hours to the nearest store to do so. It has been the constant circling with company representatives, them constantly finding excuses to say no to the me, and now twice not responding back for a final resolution that I want to return their product.
Sincerely,

***********************
Business Response
Date: 12/22/2023
To whom it may concern,
We did reach out to the customer personally on December 13th providing a resolution for the full refund of her ****** boots as soon as they are returned back to us. I have gone ahead and attached the correspondence for reference. It is certainly never our intention to have a customer feeling upset with their order nor any mis-communication. We sincerely apologize and we will take this as an opportunity to train our team to better to help ensure that we provide a successful resolution for both parties involved.
All the best,
The Flock
Customer Answer
Date: 12/22/2023

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. I received a packing slip to return the item. There is a aparent disconnect in the means to return items. I am returning them via ***** today. The next step is follow through in refunding $350.40.

Sincerely,

***********************
Initial Complaint
Date:12/05/2023
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.
I ordered the ***** shoe in black when it arrived. One of the shoes was improperly finished. There was no Dye on part of it. It was the original leather color, so this is a manufacturers problem. The person making the shoe did not inspect and finish properly. So I was very disappointed when I sent an email out along with a photo and they did not properly respond. They said theyd get back with me and then they did not so I called them five days later and their response was this was not our intent basically were sorry, but this is how our shoes look sometimes? So poor Quality? And you dont care? I didnt think of looking at the reviews through Better Business Bureau but when I did, I was shocked of their poor customer service as well as a lot of their products being a poor quality. I would never order anything from them again based on the phone conversation and the attitude that it was not important and it was a lackadaisical attitude. It was my fault. Very poor customer service. And very unconcerned about what theyre selling if its a good quality and property finished like a real craftsman , she said you can just return them didnt even offer an exchange.
Business Response
Date: 12/12/2023
Hi ******,
We sincerely apologize for this experience that you have had with FREEBIRD. It is certainly never our intention to leave you feel frustrated or disheartened in any way. I would be more than happy to help get you set up with an exchange for you. I will go ahead and reach out to you via email with next steps regarding that process.
All the best,
The Flock
Initial Complaint
Date:11/27/2023
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.
The Freebird Bently Flats had been sold out in my size for quite some time. They happened to be back in stock and were on sale for a great price. The order was received on Friday, November 24, 2023 and the package opened on Saturday November 25, 2023. The left shoe has quite a few flaws; however, the main issue is a deep cut noted near the toe area! There is also a gash where the leather meets the sole at the end of that cut. I have reached out to customer service , as well as sent an email with photos of the shoe. No response.
Customer Answer
Date: 11/29/2023
The shoes were originally $199 - purchased on sale for $83.11 on November 17th. Received November 24th. Although it was a sale item (out of season), I expected the shoes to be in new condition without significant damages. :/ order # *******. **************** has not returned calls and ignores emails. Thank you
Business Response
Date: 12/12/2023
Hi ******,
I see that a member from our **************** team has been able to get in contact with you directly. Please let us know if you have any additional questions or concerns regarding your order. You can reach us at *********************************.

All the best,
The Flock
Customer Answer
Date: 12/18/2023

Complaint: 20924555

I am rejecting this response because: the shoes were purchased on sale, not final sale, and that is the reason I was able to use the promo code (cannot be used on final sale items). Purchase was later changed to final sale. The product has severe damage and freebird does not stand by their products or care about their customers! Just ** an item is on sale, doesn't mean we should expect damaged items! My husband spends at least $300-400 twice a year on birthday / *************. I'm appalled at the treatment that I've received over a pair of flats!

Sincerely,

*************************
Business Response
Date: 12/22/2023
To whom it may concern,
We sincerely apologize to hear that you did not like the original resolution that FREEBIRD provided for you. We do stand by our product and take care with each made pair. I understand that these shoes did not meet your expectations and I would be more than happy to provide a full refund for you once your item has been returned at our facility. You can log onto our Returns portal at returns.freebirdstores.com to start your return.
All the best,
The Flock
Initial Complaint
Date:08/08/2023
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.
To the FreeBird's Corporate Staff:This is some issues that started July 5th 2023, I place an order for the (Cure Boots} in a size 9 for 07/31 special event . I returned home there was no package, after calling customer service explaining to the staff what occurred.I was asked to electronic sign my name on a claim form for FedX. I replied by asking why would I have to sign my name when I haven't seen or touch a package, I was out of town. I was refused service about my order because I didn't want to sign the form. Three or four days passed I heard nothing back so I called FreeBird again to check on the issue. I was told an email had been send to me and **** denied the claim that had nothing to do with me. I was put on hold to speak with the Mrs.******* conducts claims. Who stated that she was about to email me a copy of the denied claim from FedX to me . First ******* said it was nothing she could do because the claim was denied I start someone is going to be responsible for my order.She decide to reship my order but didn't want to ship the correct size. ******* also stated I would have to pick the order from a FedX location. I choose Union Ave, She also stated she would email me when my order has shipped and arrive, so I will have my order # that never happen. When I called again to explain to another staff member,I was told that ******* was out and wouldn't return the next week. I was told by the staff member I spoke with that downtown had one 9 . I called and spoke with the manger purchased another pair of boots she shipped the 9 out to me it had been worn. I called to get the downtown # at the *************** explaining the boot had been worn it is scratched out of shape. I was told to send them back GHM.I paid $13.39 to FedX the boot back, a week later I get a call from Remedy @8:34 PM the downtown store saying she was going to send the boot back. I explained the boots was received like that never worn. If send back will return again. Refund both pair.
Business Response
Date: 08/15/2023
To whom it may concern,
We have been in continuous contact with ****************** in regards to her ***** Claim. I understand that she is very unhappy with the resolution that we have provided to her as we did send a replacement for the original item ordered. Order number ******* item ordered is a CRUE - Cognac / 8.
The customer then purchased another pair from our Downtown ********* location for a CRUE - Cognac / 9 Order number ******* on 7/27 and received it on 7/28. ****************** then shipped the shoes back to the store as a return however, they did not meet our return policy guidelines as the shoes were returned in a worn condition. Attached you will find detailed tracking, conversations with our claims department, as well as pictures of the worn shoes that do not meet our returns policy.
This customer is not entitled to a further refund as order #******* does not meet our return requirements as it was worn. Order #******* does not meet a refund as we have already provided a resolution for this customer's missing package and the replacement was a courtesy via FREEBIRD. Per our terms and conditions, we reserve the right to deny any items that do not meet our policys requirements. You can find this listed on our website, Please note that before placing an order with us each customer does have to agree to these terms and conditions. guidelines.
While I understand that this is not the ideal resolution that the customer would prefer however we do need to stick to our policy in these circumstances.
Kind regards,
FREEBIRD Stores
Initial Complaint
Date:07/25/2023
Type:Delivery 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 never received my package! Ive attempted to contact Freebird on SIX separate occasions between January and February of this year by both, phone and email, but the issue is yet to be resolved!Heres a copy of the email I sent on Jan 25:This is my fourth attempt to reach you, but to no avail! Additionally, I left two voicemails, but again, havent heard back! ORDER ****** NEVER ARRIVED! Its been listed as out for delivery with ***** since past Saturday (tracking ************). I contacted *****, but was told to contact the shipper, so please resolve ASAP. Before I file a dispute with my credit card and file for a resolution with BBB, Im attempting to contact you one last time. Please, respond ASAP, as the customer service here seems to be non-existent lately!The response I finally received was in the lines of: Review the shipping address and check with your neighbors.On 2/2 I sent my last email explaining the situation:On 1/26/23 ***** delivery status was changed to "delivered", as if my package was delivered on 1/21/22. This delivery required my signature, and I don't know how it could have been delivered without my signing for it.***** was notified of the issue and opened a Case #******** and later, when they couldn't locate the package, a Claim #C-97427788. I'd really appreciate if you contacted ***** ASAP, as it's been a long time since I first contacted you regarding the issue!My other issue is me receiving a pair of boots with different colored laces and one boot looking used hasn't been resolved either! I don't want to repeat myself for the fifth time, so hope that you can find my emails and voicemails providing the order number. Since calling you doesn't help, as your customer service is currently non-existent, I'll try my luck responding to your email in hope that it won't take you weeks to respond. Please, resolve ASAP.Ive never heard back. Tried resolving w/***** directly, but they refused, saying it was shippers responsibility!
Business Response
Date: 07/25/2023
Hello *****,
I am reaching out regarding your BBB review. I truly apologize for your experience thus far and it looks like some of our past emails have perhaps not been going through. I am going to also try and reach out via phone today however, I would love to touch base with you to help find a resolution.

It looks like we have also tried to contact you via phone as well. However, I will keep trying to reach out to you personally.

All the best,
****** from the Flock
Initial Complaint
Date:07/10/2023
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.
Ive asked Freebird to replace a damaged boot. I dont need both replaced, only the left one. I bought the shoes 341 days ago. Ive worn them 9 times. The right one is beautiful and comfortable and fine. The left one is falling apart, the thread that holds the sole on failed and the front four inches of the sole are flapping and ruining the dress boot more.Customer service told me its normal and they dont cover normal wear and tear. How is it normal that the right boot is fine and the left boot is trash after gentle wear. I sent a photo of their damaged ******* size 11 boot, along with my sperry dress shoes, converse black shoes, LL bean duck boots, and olukai sandals so they could see that all of those shoes wear normally, and that their left boot failed. They have twice told me that its not expensive to find a cobbler and fix the shoe. I want to buy more of their designs but their commitment to quality is non existent because they do not take responsibility for the occasional failures of their products. They boast about how unique and authentic their leather leather leather boots are, and then they refuse to help when a unique problem arises. I am so disappointed in Freebird and intend to warn everyone outside of their ************************************** in ****** to not waste their money in their store. I would love to resolve this with a zoom or FaceTime with Freebird leadership. I am a craftsman, and their refusal to replace a simple left boot exposes their brand as a cheap facade in my current opinion. I never expected my $281.25 birthday boots to disappoint me so much after nine wears before my next birthday. Ill likely wax and sew the left failed boot myself because their customer service ends when your card is approved. If they respond to this, I hope they ask to see the photos of the beautiful right boot, the failed left boot, and the rest of my collection from brands that stand by their products and clients.
Business Response
Date: 07/13/2023
We have resolved this complaint and sent a mail check to the customers address in the amount of $281.25.

Please reach out if you have any additional questions.
Initial Complaint
Date:03/08/2023
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.
Today I am shocked, saddened & INSANELY upset!!! I loved (past tense) Freebird boots. I have a few pairs I havent worn to date, but I love the way they look, I just get frightened to put wear on some of my most favorites, cause Im not rich, but like nice things, but I never had issue before. I got a pair of Rylan boots. I only tried ONE ?? on, on my bedroom rug. It hits uncomfortably under the knee, so I didnt even bother unboxing the other boot, this was a return situation, despite their obvious beauty. I know beautys pain, but that would annoy me to death so I was very kind about it. They asked for photos i even unboxed the second boot ON VIDEO. The 1 that I sent to them. U cant lie about that.. once you pull all that stuff out you aint getting it back in perfectly, which it was perfect in that 1 boot. W/O a worry, I sent them the ************** of EXACTLY what I received, expecting a warm and pleasant response about sending them back. I know they have imperfections in most all of their boots upon arrival, due to the leather and such. I thought nothing of anything and they tried to say they were worn. Oh no no no .. I swear on the lives of my most prized possessions, my own CHILDREN!!! I NEVER even took both out of the box much less wore them anywhere. It says to try them on a rug just in case.. thats what I did with ONE lone boot, not both, so how were they worn ????? U think I have time in my life to deal with doing what Im doing right now? NO! But I got sooo upset, that despite never leaving a complaint here before, and Im a VERY avid shopper, and being screwed over in the past, this was so blatantly out there, I just felt I had to do it. Im such an honest person and trusting to a fault, but this crosses the line & forced me to take action. If anything appears worn to them, they sent them to me that way, and Ill take any action needed & wont ever ever shop there again. Such a shame cause Im usually happy, but I dont *********************** NO MORE!
Business Response
Date: 03/09/2023
To whom it may ****************** Customer originally reached out on our social platforms and said that she did not like how the boots were fitting at her kneecap. She said that the boots were unworn and that she would like to return or exchange them. Before moving forward we did ask for sole photos of the boots to ensure that they were not worn.
Our leather and treaded soles are made with stacked leather that is sealed with a wax, which allows us to know instantly if a style has been worn. The sealant is sensitive to elements like hardwood floors, tile, and concrete. The customer did provide us pictures and they shoes no longer have this sealed wax on the bottom of the Soles. Because of this, we informed the customer that since her shoes were not in their originally condition that they are not eligible for return or exchange.
The customer then began to leave negative messages and blocked us on our social networks, we have tried to reach out to the customer and sent an email as our last correspondence offering a one time return exception and also provided a pre-paid return label. Please see the attached documents regarding the full correspondence as well as our most recent email that we have sent. We have not heard back from our ****** yet in regards to this matter.

Kind regards,
The Flock

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