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Business Profile

Boots

Frontier Distribution USA Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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 type

  • Initial Complaint

    Date:12/02/2024

    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.
    Last year 2023 I bought a pair of motorcycle boots with brand Forma. According to the specifications those boots are waterproof. After my first ride I realized that the boots were leaking. I contacted ********* about the problem and they sent me new pair. This was almost the end of 2023. I did not have a chance to test the boots because it was winter. This year 2024 at the end of June I did a long trip to ******. I got my brand new Forma boots with me. Unfortunately after the first rain my feet were wet. I contacted ********* about the problem. They told me to send them the boots for evaluation. I told them that I am on a long trip to ****** and when I got back home I will send them the boots. On August 17th 2024 I sent them the boots. Since then I sent them a lot of emails, contacted the over phone but now more than 3 months after that I am still waiting Forma USA to take care of my case. They dont answer my emails and it is very hard to contact them over the phone. If I manage to speak with them, the answer is The warranty person is not here, we will call you back and nobody calls me back. One time they had an explanation that the warranty person left and after that is a big mess but of course they didnt fix anything.More that 3 months I am waiting Forma USA to take responsibility for their product.

    Business Response

    Date: 01/23/2025

    We have only just received this letter dated Tuesday January 7th, 2025

    This issue was resolved with consumer with a replacement product shipped on December 2nd 2024, ***** tracking 429661178443

    This is the second time we have replaced this product, initially on November 13th 2023, ***** tracking 708372201010

    We did have some confusion around this customer as we did not receive one or two emails from him which delayed the process.

    There were also questions and a short investigation over the product claim, as usually a genuine waterproof fail only happens in one boot, not both. And with his 2 claims, both boots were apparently leaking. The type of product use was also in question due to the extreme motorcycle riding environment as the customer is an advanced rider. This product has been very reliable for us, and we were cautious as we are regular victims of warranty fraud. 

    We were happy to supply the customer replacement pairs both times and wish him well for the future. 

     

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