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Business Profile

Retail Shoes

Rancourt & Company Shoecrafters, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Rancourt & Company Shoecrafters, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Rancourt & Company Shoecrafters, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 10 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/29/2025

      Type:Product Issues
      Status:
      Resolved
      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 bought a pair of boots online may 19th for $328 and found the boots to be uncomfortable and i returned them for a refund. they received the boots back on 5/28 and said it would take them 60 days to get the refund back to my credit card. two months to get a refund . thats just not right that they can keep my money for two months. Im not too sure what can be done about this since normally the consumer looses in these matters.

      Business Response

      Date: 05/30/2025

      Thank you for your feedback. We received the returned boots on May 28, just two days ago. As a small, family-owned business, we strive to handle all returns as promptly as possible. While our policy states that refunds may take up to 60 days to process, we typically complete them much sooner, often within weeks.

      We understand the importance of timely refunds and appreciate your patience as we process returns in the order they are received. If you have any further questions, please dont hesitate to contact our customer service team directly at ******************************************************************************.

      Sincerely,
      ****** **********
      VP Retail & Wholesale
      Rancourt & ***

      Customer Answer

      Date: 06/03/2025

      [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:

      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,

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

    • Initial Complaint

      Date:08/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 shoes on 6/27/24 and knew straight away that they didn't fit. Immediately contacted the seller and requested a return. The seller provided a label which I used to return the item. They received the return on 7/2/24. I contacted to get an ETA on the refund and was told refunds are processed every 30 days. Followed back up on 7/19 to get a specific ETA on the return since the 30 day period was nearing an end, and was told they would be processing refunds within a few weeks. I continued waiting until 30 days passed and reached out again, but this time I did not get any response. I understand they are a small business, but processing returns is one of the most basic functions for a shoe company operating a mail order business. 30 days is stretching the limit of reasonableness one would expect for a refund, and not being able to meet that timeline is just unacceptable.

      Customer Answer

      Date: 08/16/2024

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:07/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 returned a new pair of unworn shoes a day after receiving them in the mail. I was approved for a return and sent them back on May 28, 2024. I have reached out to the company three times via email, three or four times via their customer service form fill online, and called five times and left two voicemails. I have received no response whatsoever. The company owes me $287.30 for my returned merchandise. I have proof of delivery. I also have reached out inquiring about the status of another order that was said to be delivered in June 2024 that I paid for in March 7 2024. The order has not been fulfilled or shipped to me. That amount is for $204. Please help. They owe me $491.30 in total and I cannot get a response from them.

      Business Response

      Date: 08/07/2024

      Hello - 

      Your issue is important to us and we are sorry that we did not refund your order in a timely fashion. We can verify that the belt you ordered on June 8 was shipped on June 11th and is noted as received. We hope you are enjoying it! Unfortunately, our processing the Olympic Shoes for the US team did put us behind on all fronts and we have let some of our customers down. As a small Maine family owned business we work very hard to meet all the customer requests and are very sorry when we fall short. We hope that you will give us another chance to make up for our delay.

       

      Yours, Rancourt Team

       

      Customer Answer

      Date: 08/07/2024

      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 # ********. 

      Their response talks about my belt which was not mentioned in my complaint at all. I complained about not receiving a $287.30 refund for a pair of shoes I returned well within their return policy window, or receiving the shoes I ordered in March for $204. 

      I have contacted my credit card company who issued me refunds for purchase protections but these are at the credit card companys expense, not the merchants. I will not be doing business with Rancourt again which is too bad. 

      Regards,

      *******

       

       

    • Initial Complaint

      Date:07/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 shoes from Rancourt on May 9, 2024. I returned them the same day as they did not fit. I received confirmation that the return was received by them on May 14th. I inquired about refunding my credit card on May 21 because it had not been done yet. I was told that they only process refunds once a month. It is now July 1 2024 and I have not received a refund yet. Reading other reviews of this company it appears to be a common occurrence.

      Customer Answer

      Date: 07/12/2024

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 07/15/2024

      We apologize for the delay in processing your return. Our small team in this third generation Maine based business has been inundated due to the increase in sales as well as finishing production for the US Olympic Team footwear. We have a very loyal customer base which we take great pride in, your refund will be processed. Thank you for your patience.

    • Initial Complaint

      Date:03/13/2024

      Type:Product Issues
      Status:
      Answered
      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.
      On November 10, 2023, ********** placed an order for the abovementioned item thru the subject companys online shopping platform (***************************************) and paid USD ****** in total with his credit card. When making said transaction, the seller said the shoes would be delivered no later than February 2, 2024. (For details, enclosed please find the attachment.)

      Yet the shoes have never been delivered to date. The U.S. company has not responded to the Korean consumers inquiry of the shipping schedule, either. Given the breach of contract, ********** now strongly claims that the subject company should be held accountable and he shall be given a full refund of USD ****** paid for the troubled order without any further delay.

      Under the circumstances at present, ************ arguments are deemed quite justifiable. Hence we, as a consumer protection agency in *****, sincerely request you to look into this particular case and find best possible measures to address his concerns. To be specific, it will be most welcomed if BBB reaches out to the subject company and advise them to make the refund for the troubled order.

       

      Customer Answer

      Date: 03/25/2024

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 03/26/2024

      Hello - 

      We appreciate that you have brought this issue to our attention. We take great pride in not only our handmade product and the third generation family ownership but more importantly our customers who make our ability to produce our footwear here in ***** possible.

      We apologize for falling short of expectations, your order was refunded.

       

      Best Regards , Rancourt 

    • Initial Complaint

      Date:02/28/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      On December 9th, 2023, I purchased a pair of shoes - Camden Derby - Natural Chromexcel - size 11.5 - from Rancourt and Co. web site. I found this web site advertised on ******* The company web site is **************************************. The order number was *****. On January 3rd, 2024, I contacted the company and requested a return authorization. The return request was approved, and the *** number provided was #K4GW7PUJ. According to the Proof of Delivery provided by **** Rancourt and Company received the return at their location on January 5, 2024, at 11:02 AM. The package containing the return was received by "DR ***** at their ********, **, ** location - the proof of delivery stats this delivery was made inside of the business. On January 11, 2024 at 2:59 PM, I contacted Rancourt via their customer service email - ************************************************* and received a response from ************************* on the same day at 3:27 PM EST using Zendesk as the deliver source - the message states the following - This email is a service from ************************** Shoecrafters, ***** Delivered by Zendesk - in the body of the email ************************* responded that the company only completes refunds once a month - with no specific day given to when that would occur. On February 2, 2024 at 2:42 PM, I contacted Rancourt customer service by email requesting an update on when I would receive the refund. Since then I have not received a response from emails sent to their customer service email on February 5, 2024 and February 11, 2024. Additionally, I've called several times, the calls always go to a voice mail which I leave and have not received any communication from the company since then. On February 9, 2024, I submitted a dispute with **** of America, my Credit Card provider. As of today - February 28, 2024, I have not received any communication from Rancourt and Company regarding the return and my Credit Card company has not provided any resolution so far.

      Business Response

      Date: 02/29/2024

      Hello - 

       

      Thank you for bringing this issue to our attention. We take pride in not only our products but also the customer service we provide to our loyal customers. We wanted to confirm that we have processed the requested refund and please let us know if there is anything else we can do.

       

      Best, ****

    • Initial Complaint

      Date:02/12/2024

      Type:Product Issues
      Status:
      Answered
      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 shoe purchase was made on 11/4/23 (order *****) for $328 USD The shoes did not fit and I promptly returned the product with return authorization on 11/13 (RMA #CW3R6BM1)Proof of delivery to warehouse is tracking: 1Z69A64Y9091636580 I reached out on 12/3 regarding status refund and received notice that they are processed only once per month - this is the only reply from the company I reached out again on 1/2, 1/9, 1/23, 2/7 by email and subsequently a voicemail to inquire about the status of my refund.I have not received additional replies or an actual refund

      Business Response

      Date: 02/23/2024

      Hello - 

      Thank you for bringing this issue to our attention, our customers are our first priority and work hard to deliver the best experience both with our products and customer service. We have refunded you order and apologize for the delay. We hope your experience next visit is to your satisfaction and look forward to your patronage in the future.

       

      Best, ****

       

    • Initial Complaint

      Date:02/05/2024

      Type:Delivery Issues
      Status:
      Answered
      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 order a pair of the Camden Derby - Black Chromexcel shoes. I paid $278.00. The shoes were delivered on December 2, 2023. One shoe was a size 8.5 the other shoe was a size 9. I initiated a return request RMA. My return request (RMA #X96AKFR8) for the order #***** was delivered successfully by *** (1Z69A64Y9097012635) on December 12, 2023 (50+days ago). I've sent 5+ email to customer service asking that ******************** acknowledge receiving the shoes and would be processing my refund. Ive not gotten a response to my email. No one answers the phone at the contact number posted on their website.

      Business Response

      Date: 02/08/2024

      Dear ******,

      We are very sorry to hear that your order #***** was not responded to in a timely manner, the refund has been process and should be complete. Thank you so much for bringing this issue to our attention. 

       

      Best Regards, ****

    • Initial Complaint

      Date:01/04/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Ordered pair of shoes: 4/2023 Chase CC Paypal payment: $328.00 Order Number: ***** Shoes Delivered: 11/14/2023 Shoes Returned: 11/20/2023 **************** Contacted: Sent five emails since 11/20/2023 and no reply. Have called four times and left a message. The last call I was not able to leave a message because the answer box was full. I have requested a refund using both of these options as listed on the company website. There is only one phone number for the company and every time I call it goes directly to messages.

      Business Response

      Date: 01/30/2024

      Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible. If you have any further questions or concerns, please do not hesitate to contact us. We have processed the customer refund on 1/29/2024. 

       

      We appreciate and take seriously our customers needs and orders with us, thank you and again apologize for the inconvience.

       

      Best, ****

    • Initial Complaint

      Date:06/29/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 and paid for three pairs of shoes on November 30 of 2022. I received two pairs of shoes but have not received the third. I am out about $252 dollars. At this time I would like a check for the above amount? Thank you.

      Customer Answer

      Date: 07/09/2023

      [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:

      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,

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

    Rancourt & Company Shoecrafters, Inc. is NOT a BBB Accredited Business.

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