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:01/29/2024

  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 ordered in the past, 7 pairs of "Quoddy Canoe shoes" with 3 being the same exact pair that I just re-ordered again.They sent me a pair which even though was stated, as I ordered as a "**** D" ( which was perfect sizing for the 7 previous pairs) is way too small with a totally **** sizing!When I contacted their customer service, they asked me to ship them back with no warranty about what will happen and without providing me with a "Return Shipping Label".They ignored my request.

  

  Business Response

  Date: 01/30/2024

  ************** did receive an appropriate and timely response from our customer service rep regarding a clearance sale item he thinks may be sized incorrectly; On Jan 29, ****, at 06:03, *********************** wrote:
   
  Dear ******,
  In response to your recent inquiry, unfortunately your order #***** was a tent sale item and all sales are final. We can offer to have you send them in for a sizing evaluation. If they are deemed to be the size ordered, we will offer a fit adjustment. If they are deemed to be an incorrect size, we will reach out with a solution. Please let me know if you are interested in this option and I will give you the proper instructions to mail them in.
  Kind Regards, *****
  

  ************** wrote back on Monday, January 29,**** 11:19 AM:
  

  The size is definitely incorrect 
  How to proceed to send them back?
  Best
  ******

  ***** replied:

  Good Afternoon Pierre,
  Here is the information you need to mail them in for the evaluation. Please return order to Quoddy ***** Attn: Eval-Order *****, ************************************************ ***** *****. Include a copy of your pack slip or note with RA #***** written on it. Once the evaluation is complete, we will reach out with the findings. Please let me know if you have any further questions.-*****

  ************** replied:

  PS: Thank you to let me know 
  If this is the case I will contact my credit card campy and ask them what is the best procedure to follow to open a dispute.
  Kindly
  ******
  

  In summary, in order for us to determine if the pair ************** received is incorrectly sized, he will need to send them in for us to make that determination. Because they are a final sale, we do not pay for shipping back to our facility. Once the evaluation is complete, we will get back to him with our finding and recommendation. If they are the wrong size, his purchase will be refunded (minus the initial shipping cost). This is standard policy described on our website and specifically in the clearance section, shared across many footwear manufacturers and brands in our industry.

   

   

   

  
  

  Customer Answer

  Date: 01/31/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  I bought 3 of the same exact  pairs in the past and they were fitting perfectly, the fact that this one is defective with a way smaller manufactured size should be indicated by the seller.I should not be responsible fo shipping fees.
  Regards,

  Pierre

   

   

  

  Business Response

  Date: 02/01/2024

  While we appreciate that your product is not fitting the same as previous orders, we cannot determine if it is incorrectly sized until we have it back at our shop to put a last it and make sure the size is mis-marked. Since this shoe was purchase in a clearance sale, it is a final sale and not returnable to begin with... so we are actually going beyond our return policy, as a favor, by agreeing to have a look at it and possibly offer a refund, if it is defective or incorrectly made in any way. However, this favor does not extend to paying for the return, as it was a final sale with no exchange, return, or refund. We are not refusing to address the matter, only to pay for the return shipping on a drastically reduced final sale product. Thank you, ***************************

• Initial Complaint

  Date:11/03/2022

  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.

  ********** purchased from online "tent sale" had defective soles and were unwearable. They were not advertised as irregular or defective. I talked to customer service and they said (in substance) yes, this type of defect sometimes occurs with the moccasins. (The sole liners were bunched up on the inner half, and missing from the outer half, so when I stood up, my ankles rolled way out and I couldn't walk properly.) She said I could return them to be "evaluated" and someone would get back to me. I returned them, heard nothing, followed up over a month later, and was told (a) there is no refund on "tent sale" items and (b) they could sew a clunky hard sole on them, which looked ridiculous and defeats the whole point of moccassins. They did not offer to repair or replace the existing sole with the same type of sole. I would like the moccasins I purchased as advertised, either by repairing the ones sent to me with exactly the same kind of soles without the defects, or by replacing the moccasins with the same model, without the defective soles. I would also like Quoddy to stop selling defective items without advertising/disclosing the defects.

  

  Business Response

  Date: 11/21/2022

  *************** to complaint number ******** filed on November 3, 2022 by *************************. Im not sure how the breakdown in communication occurred, between our rep and this customer, but we do have his shoes in-house and they were processed as a warranty repair. I believe that this is what the customer requested. They will ship back to him this week. My name is ***************************. I can be reached at the Quoddy *************** ************. Thank you.

  Customer Answer

  Date: 11/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  The "breakdown in communications" occurred when I received defective moccasins and customer service offered to repair them by sewing boot soles on them and making them into clown shoes, and told me that was my only repair option. The breakdown in communication also occurred when I did not receive an apology for the ridiculous customer service I received, and when I had to spend $20 to ship the moccasins back and deal with what has been a very unpleasant transaction. I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************