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:11/16/2022

  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.

  Bought 2 pair of boots over 3 year period. Same boot. They fall apart. The toes DEVELOPED Holes after about 3 months each time and the zipper because of the design fell apart. Since they were my only pair I fixed them with silicone which only lasted a short time. I talked with *******  ******** at customer service. She said to bad over a year and we discontinued that boot. The boots were known to be defective and sold them anyway I want a new boot or my money back on the last pair I bought.
  
  Not a reputable company

  Business Response

  Date: 11/23/2022

  November 22, 2022

  Dispute Resolution Department

  Better Business Bureau ******************

  RE: Complaint ID ********

  To Whom It May Concern:

  The purpose of this letter is to serve as our response to a complaint filed against Belleville Boot Company and offer an explanation of the events that occurred regarding this matter.

  The customer first emailed our Customer Service Department on 11/11/22 with a complaint regarding the quality of our boots. He explained the defects that occurred, sent a few pictures and offered a couple of suggestions for improvement. The pictures that were sent clearly showed thar the boots had been excessively worn and not recently purchased. After obtaining some details surrounding his purchase, it was determined that the boots he had purchased were well outside our warranty policy. The boots were purchased directly from our website on 1/6/2020; therefore, the boots are almost 3 years old. Our warranty policy clearly states “Belleville Boot Company guarantees its boots to be free of defects in materials and workmanship for one year from the date of purchase” and that “boots that are not considered defective are boots that are damaged due to excessive wear”. In this case, the boots were outside the one year period, did show signs of excessive wear and were not deemed defective.

  In addition, the boot style purchased has long since been discontinued and no longer produced; therefore, even though outside our warranty, are no longer available for an exchange as requested.

  Our Customer Care Specialist responded back to the customer on 11/14/22 apologizing for the issues he was experiencing and informed him that we have a one year standard warranty period against manufacturing defects. She asked that the customer provide additional information so she can better assist him. One she received the additional information, she was able to determine the purchase date of the boots which was well outside our warranty period and informed the customer the boot was a discontinued style no longer in production.

  While we do stand by our quality and honour our Returns & Warranty policy, our warranty does states on our website ********************** where the customer purchased his boots that “Belleville Boot Company guarantees its boots to be free of defects in materials and workmanship for one year from the date of purchase”. And again, given the age and discontinued status of the boots purchased, we do not have a replacement pair to offer as an exchange as the customer requested. The only option we could provide as a resolution is to offer a pair of boots that are most comparable to the boots the customer purchased, but we will not be able to offer the same style due to its discontinued status.

  Should you have any questions or need additional information, please do not hesitate to contact me directly.

  Sincerely,

  ****** *****

  Vice President, Sales & Marketing

  Belleville Boot Company

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

  Customer Answer

  Date: 11/23/2022

  Complaint: ********
  
  
  They didn't offer me an exchange.  I will accept  an exchange of similar boot.
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *******