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Business Profile

Retail Shoes

Houser Shoes
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/28/2022

    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 ordered a pair of UGG boots through Amazon on 12/15/21 (which have a year warranty through UGG) but they came from Houser Shoes. I couldnt return through Amazon even though they are defective so I went through Houser Shoes directly. They told me I needed to go through Amazon and we went around in circles. On the last phone call, they told me I could return these to them and then I could buy a new pair from them at a discounted rate. These are defective! Houser Shoes sells defective merchandise and will not accept exchanges. Theyre customer service (*****?) is horrible and he is a smug man who knows he has stolen from others. This business needs to be looked into and I will keep going up the chain of command.

    Business Response

    Date: 12/02/2022

    Unfortunately, ************************ was never given access to upper management by the manager in our ecommerce department.  We were unaware of the problem until we received the complaint from BBB.  Once I received the notice, I began my investigation of the issue and discovered that neither myself or ************ ********************** had been made aware of her concerns.  I immediately contacted Mr. ********************** and he instructed me to contact her and advise we would be sending the new boot and she does not need to return the defective boot.  This situation was not handled properly and without making excuses, our ecommerce manager has recently taken on the position and had not been instructed properly on how to manage this type of issue.  Today, December 2, 2022, I personally packaged and shipped out the new boot to ************************.

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