Complaints

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

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  FREEBIRD Stores

  3401 Blake St Denver, CO 80205

• 

  FREEBIRD Stores

  2955 E 1st Ave Ste 400 Denver, CO 80206-5628

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:03/01/2023

  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.

  Purchased a pair of boots from Freebird. for $182.00 with a no return policy. I received the boots but feel they were defective as i could barely get my toes into the instep and I actually ordered a size bigger than I take. Called them to complain and they only wanted to explain that they were purchased with a NO RETURN POLICY, I have $100 invested with cobbler to put zippers in them, cut the very tight strap around ankle and stretch and still dont fit.

  Business Response

  Date: 03/03/2023

  To whom it may concern,

  We originally saw *******'s comments on our ******** platform, we  replied back to her letting her know that we would like to take a further look into this for her and to continue the conversation via private message. 
  
  We started the private conversation on ******** and the customer indicated that she had emailed us five separate times about this specific order. We searched out inbox ************************************ did not find anything with her email address provided in regards to her order. We then proceeded with our conversation online, where she noted that she had the shoes taken to the cobbler to put zippers in the boot. We did inform her that this item is a final sale item and this was noted throughout checkout as well as on the original item page. I have also attached a copy of the packing slip that also states that this is a final Sale purchase and is not eligible for return or exchange due to the exclusive pricing.

  Since this item has been altered we are currently unable to accept this item back. I have also linked our policy on returns below as well. 

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

  
  At this time we are unable to provide a further resolution since the boots have been altered. 

• Initial Complaint

  Date:02/08/2023

  Type:Sales and Advertising 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 received a pair of the Grany boots that reeked heavily of paint, had loose threads, and left red paint from the sole of the shoe on my floors and carpet after trying them on at home. I called them and got no answer. Left a message and got no response. Sent an email and got automated response but no response within 48 hours. Finally got someone on the phone and told them they sent a defective product that I would be returning and would not pay for shipping. They generated a shipping label and I sent the boots back and waited. And waited. I never got my refund so I began to call and email them repeatedly. They claimed they could not find the tracking info so when I provided they finally responded with photos of the boots that they said showed signs of wear. Well duh, that's why I was returning them! I can't get anyone on the phone and am disputing the charge with my credit card. this company needs to be held accountable.

  Business Response

  Date: 02/14/2023

  To whom it may concern,

   

  We are so sorry that you had this experience with our FREEBIRD Shoes. It is certainly never our intention to leave you feeling frustrating or upset in any way. Every product on our website is handcrafted - from curing, cutting, and treating the leather to constructing our signature ******** welt. Each pair will have unique markings and imperfections Some will be intentional by the hand distressing process they go through and others from the full-grain leather used which emphasizes the creases, ridges, and natural characteristics to the hide.

   

  We had no prior knowledge to them being worn in our previous correspondence only requests for return labels and a notation about loose threads. Nothing more on the discoloration that she was seeing. We did send correspondence of the worn shoes and wanted to reach out in regards of why she was returning the shoes to get more information on her return. 

   

  We did make an exception to offer a full refund even though they did not meet our return policy requirements and we did receive them back worn. Our records show that a refund was issued to your original form of payment method on February 9th. This can take 3-5 business to show back onto your original form of payment method. 

   

  Best,

  FREEBIRD Stores

• Initial Complaint

  Date:01/25/2023

  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.

  I received my boots, I tried them on, they were extremely too tight. I repackage them immediately in the original packing and proceeded to call the store in ******** on 1/18 with no answer back. Ive called a total of 10 times Ive left about three or four messages voice messages and have not heard back. I have emailed as well and have not heard back. I am on a timeline, I have to return these boots for a full refund in 30 days. That is virtually impossible if I dont know where to send them. I do not have a return label all I have is the address on the box and I dont know if thats where I have to send them. My simple question when I leave a message on the voicemail and in my email is I just need to have the address to return them. These are very expensive boots and I do not want to return them to the wrong place hence invalidating my refund. All I need is a simple address I will send the boots back even though I did not get my paid return label I will send them back myself.

  Business Response

  Date: 02/03/2023

  To whom it may concern,

   

  We were able to get in contact with the customer on 1/26 I have provided that evidence attached of our response as well as the provided pre-paid return label. Unfortunately we do not have staff that work over the weekend. At this time due to high volume our response time is 5-7 business days. Although this does not make up for the experience we truly apologize for not getting back to you sooner and we hope to provide better service in the future. 

   

  All the best,

  The Flock

• Initial Complaint

  Date:01/14/2023

  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 a pair of boots online on 26 December 2022. I ordered the Remy boot, Taupe, size 9. The order # is 97 ****. My card was charged for $241.15 on 30 December 2022. I sent an email to customer service on 3 January 2023, requesting to know when the order would be shipped and received an automated response the same day stating that it would be 3-4 days before I would receive a response, so I opened a dispute with my bank. I received a response on 10 January from **** from the flock stating that my order was delivered on 6 January 2023. It contained a link with a ***** tracking showing a package was delivered on 6 January 2023 to *********, **. She ended the email saying she hope I enjoy my new Norways. First of all, my bank is still waiting for a response from this company. Second of all, I didnt order the Norways boots. Finally, I do not live in *********, **. I live in VA. I just want a refund from this company immediately!.

  Business Response

  Date: 01/23/2023

  To whom it may concern, 

   

  The customer has opened a chargeback with her bank before we were able to ship the items. Once a chargeback is opened we are unable to issue any kind of refund on the order until the customer calls their bank to close the chargeback or until the chargeback has been fully resolved. We are essentially locked out of the order until a resolution has been sought. 

   

  If the customer would like to reach out to the bank and close the chargeback on their side, we would be more than happy to provide a full refund to the customer. 

   

  Best,

  FREEBIRD

   

   

• Initial Complaint

  Date:12/29/2022

  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.

  Been a long time customer of ********************. Own many many pairs of boots and have always had a positive experience in store and with the product. I bought a pair of Zombis. They are really gorgeous. But wore them ONCE and the heel got completely torn on both shoes. It looks trashy and I am unable to wear them. I reached out and they told me there was nothing they could do and to take it to my local cobbler to fixthrew in 10% off to help supplement. I obviously would have preferred to get my money back. Offered to send the shoes back as I still had the box! Nope. And now they are completely unresponsive. Super disappointed. Especially for being such a long time customer of theirs. Makes me think twice about moving forward with buying anything else from this brand. And I dont have the best things to share with my friends, family or customers in hospitality and fashion with this experience.

  Business Response

  Date: 01/05/2023

  To whom it may concern, 

  When we looked at the original damage we conculcated within our inhouse repair specialist that this was not something that we can internally fix nor do we currently have the inventory to provide a replacement at this time. 

  We came to the conclusion that a local cobbler should be able to fix it at a low cost and we would be able to accommodate the fees for it on her order. The customer then came back not liking this resolution. We have sent a response to the customer saying we apologize about her frustration and disappointment for her experience thus far with our brand and offered a one time return exception. 

   

  We are waiting to hear back from the customer currently.

   

  Best,

  FREEBIRD

• Initial Complaint

  Date:11/23/2022

  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.

  By far the worst product in regards to shoes, leather, boots, structure, service, legit everything not awesome I might could say and already have. Boots started breaking before even less than six months worst boots ever. Went back to try and remedy and they did not care.This is the first and only time I have ever complained about a company online.

  Business Response

  Date: 11/27/2022

  To whom it may concern,

   

  I have searched for any past communication or even a past order number with the customers information provided by the BBB website. I am currently having trouble seeing any type of direct correlation with the information provided. I have reached out to the customer via email (attached) so we can help get more information as to what is happening with her FREEBIRD product. Hoping to hear back shortly from customer to help provide a resolution. 

  All the best, 

  The Flock

• Initial Complaint

  Date:10/31/2022

  Type:Order 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.

  A transaction dated 10-31-2022 is pending on my credit card. I don't recall making any transaction with freebird

  Business Response

  Date: 11/01/2022

  To whom it may concern,

   

  We have tried to reach out to the customer regarding any additional information about the cost of purchase so we can help stop the process on our side. Hoping to get additional information so then we can cancel the order. 

   

  Best,

  ****** from the Flock

• Initial Complaint

  Date:10/24/2022

  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.

  I purchased a handbag at Freebird as gift to someone. The person was no longer in the country and needed to return it. The bag was on sale and Freebird did allow me to send it back even though it was final sale. The issue is that my husband went to the post office and instead of paying and getting a receipt to send the handbag back and be able to track it, he was told at the post office to do return to sender not knowing that theres no way to track item this way and for Freebird to issue refund. Freebird wanted us to pay to ship back. Box was unopened from original packaging. Its been over a week now and theyre telling me they havent received it back yet and they have no way of tracking it..how am I supposed to believe that? I dont know why they cant use the same tracking that was on the box they shipped out to me when I received it? Basically if they dont get that box back they will not issue refund and Im out $209.35. They need to find the bag and issue my refund. I couldnt control what the post office told my husband to do . The box was unopened and they just sent it back to them. They should have it there somewhere and need go look for it!!!

  Business Response

  Date: 10/27/2022

  To whom it may concern,
  
  
  
  After talking with our returns and fulfillment team we have searched our warehouse and still have not received the package yet.
  
  
  
  We have highly recommend the customer to reach out to the post office location that encouraged her to send it back, return to sender and ask them for an update of the return.When we look at the tracking it says that it was delivered to the customers address. We do not have any additional updated scans from ****** I have linked the tracking below as reference.
  
  
  
  https://www.fedex.com/fedextrack/?trknbr=278751931420&trkqual=12024~278751931420~FDEG
  
  
  
  We have repeatedly the customer to not send their ********************** items back this way, as we have no way to track these packages unless ***** updates the scans and we are not held responsible for the shipping back of final sale items. I have attached our polices below for reference:
  
  
  
  https://www.freebirdstores.com/pages/returns
  
  
  
  We will be sure to let the customer know if this does arrive back at our warehouse and when it does we will be more than happy to issue a refund. Until we receive it back at our warehouse our hands are currently tied since this strongly goes against our return policy.
  

   

  Best, 

  The Flock

• Initial Complaint

  Date:10/22/2022

  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.

  October 14th bought a pair of boots here as a gift. Attempted to return these within the week after learning that they did not fit well for the recipient and their feet started to blister after wearing for only a half hour but just couldnt wear it. Upon returning those back to the store with all labels, packaging, receipt, they refused because there was a scuff under the boot where you walk. Of course there was the recipient was trying it on and it wasnt fitting.

  Business Response

  Date: 10/24/2022

  To whom it may concern, 
  
  We are so sorry to hear about the customers most recent experience at our new FREEBIRD Store. We have reached out to this customer for pictures of the product and the scuff that they are referring too. We are hoping to continue the conversation with the customer about what issues about the product was causing discomfort. Would like to offer either and exchange or refund resolution overall. We are waiting to hear back from the customer about their order information and pictures. 
  
  Best,
  FREEBIRD Stores
  

• Initial Complaint

  Date:09/26/2022

  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.

  These are "hand-crafted" boots produced by the Freebird company a subsidiary of ***********************. These boots are $295.00 boots and after two wears, the front zipper has completely come off the track. I have contacted their customer service and was told that they would not fix them for me or even cover the cobbler's bill to enact the repair. These were purchased under a year ago and have not even had obvious wear on them as evidenced by the attached pictures. I would expect this of non-"Hand-crafted" boots, but these are advertised as quality.

  Business Response

  Date: 09/29/2022

  To whom it may concern,

   

  We originally received contact from this customer regarding the damaged zipper. Since this was purchased on December 29th, 2022 this has been well outside of our 30 day return and 6month repair policy. 

   

  We have since been in contact with this customer and have come to a resolution of a one-time replacement exception. 

   

  Please let us know if you have any further questions.