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:04/13/2025

  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.

  Thursday boots didnt post negative customer reviews for their boots and they mislead their customers. They offered to let me exchange my boots but then rescinded the offer.

  Business Response

  Date: 04/15/2025

  Good day.
  
  I have reviewed our teams correspondence with the customer.
  
  A reach out from our customer was initially sent to our inbox inquiring about where they could leave a review about a product they have recently purchased from us. Our customer purchased his pair last March 22nd, 2025.
  
  Our customer agent responded to this query and said that our customers will typically receive a separate email to review their most recent purchase a few weeks after the order is made. When a customer receive that email, inviting them to review their purchase, they may simply follow the link to write their comments. 
  
  After some time, we received another message from our customer which reads:
  
  "Order *******
  I just purchased and received my order of Thursday Captain boots and these are the most uncomfortable boots, maybe some of the most uncomfortable footwear, Ive ever worn.
  I wish I had read the reviews online more carefully because after spending time going through the reviews a couple of things became pretty obvious:
  You guys obviously hide negative reviews. Out of nearly ****** reviews you only have maybe 20 1-star reviews, and the most recent 1-star review is several years ago? Thats statistically impossible. Not to mention that my 1-star review isnt posted. A quick search online and its easy to find complaints from other customers who noted that their negative reviews werent posted online.
  After reading the 5-star reviews its also pretty obvious youre padding the reviews with fake reviews. Theyre pretty easy to spot from the real ones.
  I wish I had done more research because I would have never purchased these boots. False and dishonest practices aside, these are the worst boots Ive ever worn. Theyre heavy, they have poor support, theyre too loose in all the wrong places. Ive had boots that are 1/3 this cost that were more comfortable. Sure, these Thursday boots will last longer, but who cares if I cant wear them because theyre so uncomfortable?
  I feel like a fool for being taken in by your dishonest marketing. Im out $200 for something that Ill never wear. Rest assured Ill be sure not to send any of my friends over to you for a pair.
  -****** ***********"
  
  All the reviews that are submitted by our customers are being handled by a 3rd party ********************** who verifies and publishes them. The reviews on our website includes all types of ratings.
  
  Our customer service agent responded to this message offering sizing recommendation and to assist the customer with a possible exchange. However, after further correspondence, the customer mentioned that the pairs has already been worn which goes against our policy for returns and exchanges.
  
  If a customer ordered the wrong size or have any other issue, they can always exchange or return their order so long as:
  Items are unworn, undamaged, in re-sellable condition, (i.e. no creases or wear on soles), and in their original packaging.
  The return request is submitted within 30 days of receiving your original order.
  
  As a courtesy, our customer agent has offered the following:
  $50 off a new pair of boots
  50% off the original price of a pair of Factory Seconds.
  
  Wanting to help our customer, our customer service agent raised the concern to our management and secured approval so that a Thursday Second can be offered to our customer. ********************** Seconds are pairs that may have been tried on and returned, or used as display samples. They are in good condition but might have minor scuffs or creases.
  
  Our team is still working with the customer and we are hoping that he would accept our resolution.
  
  He may reach out to our team to follow up. I on the other hand have notified them of this case.
  
  Regards,
  Escalation Focal
  Thursday Boot Company

• Initial Complaint

  Date:04/11/2025

  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.

  I paid $175.73 to the Thursday Boot Company for a pair of supposed premium grade retro inspired sneakers. I wore the shoes for approximately 1 week before I rode my ***** CB500F motorcycle wearing the shoes. It was only a short ride, approximately 20 minutes round trip to the store and back. The next day when I went to get on my motorcycle, I noticed a glob of material stuck to the muffler that ended up being heel portion of the sole from my Thursday brand shoes. I've contacted the company multiple times. ****** (the customer service **** has proceeded to not give me a refund and even suggested that I contact a cobbler to fix my shoes which is absurd. The soles of my shoes should not be melting at that temperature they are clearly not vulcanized. Most all standard rubber sole shoes are vulcanized.

  Business Response

  Date: 04/15/2025

  Good day.
  
  After receiving this case, I have immediately reviewed the customer's correspondence with our team.
  
  Our customer service agent explained that while our sneakers are made with durable materials, our Cacao Premier Low Top sneakers are not classified as athletic shoes. They are made with Dual Density Rubber Outsoles for comfort & traction but they are not designed to be used for riding motorbikes.
  
  Our product team confirmed that what happened to the soles cannot be attributed to a quality issue.
  
  While were unable to offer an exchange or a refund for our customer's pair because of the nature of the damage, as a one-time courtesy, we offered the following to extend help:
  $50 off a new pair of boots, or
  $30 off a new pair of sneakers, or
  50% off the original price of a pair of Factory Seconds.
  
  We have not heard from our customer after our last message.
  
  As much as we'd like to help our customer, we are not able to honor his request for a refund.
  
  Regards,
  Escalation Focal
  Thursday Boot Company

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair 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.

  Nobody is actually helping me this is ridiculous. My exchange boots have been received and back at the Thursday warehouse since the 19th they send me an email that my proper sized boots have shipped and ontrac is saying they dont even have the boots and Thursday wants to keep telling me they are going to reach out to ontrac and literally just giving me a run around like they dont communicate with a single person there this is absolutely ridiculous. Here is something go try and track my package and tell me what you see. I dont understand who they have working for them and this is a shame because I thought they were a good company I am close to having to call my bank and dispute this because I have valid confirmation they got the exchange boots back.

  Business Response

  Date: 03/28/2025

  Good day.
  
  I went ahead and reviewed the customer's correspondence with our team and it seems the issue has already been resolved.
  
  I have included in here a print out of the last exchanges with our customer.
  
  If our customer needs further support, he is more than welcome to reach out to us and we will do our best to help him out.
  
  Sincerely,
  Escalation Focal
  Thursday Boot Company
  

• Initial Complaint

  Date:03/09/2025

  Type:Sales and Advertising 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 purchased a leather jacket for my husband on 12/6. I submit for an exchange because it was too small on 12/19. I dont have the exact date for when the package was mailed back but on 2/1 I emailed that it had been mailed a few weeks ago and I had no update. There was no response to that or two subsequent emails requesting an update on my exchange. I am now out $350+ and have nothing jacket to show for it and nobody will respond to me.

  Business Response

  Date: 03/10/2025

  Good day.
  

  After reviewing this concern, I have immediately escalated this to out team as well as reviewed every possible communication coming in from our customer.
  
  Attached to this email was our last response to our customer. Something must have gone wrong but we have not received a response and didn't find the other messages she had mentioned.
  
  I understand how frustrating this is and we will be reaching out to her as ASAP to ensure that she's taken care of.
  
  Our customer may follow up to any of our channels and even on this case until her case is resolved.
  
  We will take care of her.
  
  Sincerely,

  Escalation Focal
  ******** **** *******

  
  

• Initial Complaint

  Date:01/18/2025

  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 two jackets they say were delivered. They never sent them. I do not have them. They are dragging their feet on it. Nobody seems to care over there and now I'm out $750+ fighting them. Terrible customer service!It's now been a month and I spent over $750 and no jackets were ever sent. Never have I experienced such a poor experience!

  Business Response

  Date: 01/31/2025

  Good day.
  
  I went ahead and reviewed the customer's correspondence with our team.
  
  It appears that an investigation has already been initiated on our wnd when the customer has flagged that he has not received the item that was supposed to be included in the package.
  
  On January 22nd, it appears that one of our agents has issued the refund our customer has been requesting as a resolution.
  
  If the customer would like to follow up or has any questions, he is more than welcome to reach out to our team at any time.
  
  Regards,
  Escalation Focal
  Thursday Boot Company
  

• Initial Complaint

  Date:01/09/2025

  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.

  Details of Purchase Purchase Date: November 6, 2024 Items Purchased: Two pairs of wing-tipped dress shoes Retailer: Thursday Boot Company Delivery Issue: The package was delivered to the incorrect address by the delivery company.Issue Overview Due to the delivery error, I was unable to receive the items I ordered. Upon contacting Thursday Boot Company to resolve the issue, I requested a refund. However, the company stated that they could not issue a refund and would instead provide store credit as compensation.Complication with Store Credit While I initially agreed to store credit, Thursday Boot Company later refused to provide it on the basis that I had filed a dispute with my bank regarding the transaction. Upon resolution of the dispute, I provided confirmation of the dispute closure as of December 17, 2024, demonstrating that I had withdrawn the claim with my bank.Despite this, Thursday Boot Company has continued to refuse to provide either a refund or the previously promised store credit, leaving me without a resolution.Steps Taken to Resolve the Matter 1.Contacted the Thursday Boot Company and the delivery company to address the delivery error.2.Communicated multiple times with Thursday Boot Company, initially accepting their offer of store credit.3.Sent proof of dispute closure to Thursday Boot Company on December 17, 2024, as requested.Request for Resolution I am requesting that Thursday Boot Company honor their initial offer of store credit or provide a full refund for the purchase. This would resolve the situation fairly, as I have complied with all requests made by the company and provided evidence to support my case.I hope this summary provides clarity on the issue and helps facilitate a fair resolution. If needed, I can provide further documentation regarding the dispute closure and correspondence with ****************************** Information:Name: ******* ****** Email: ********************* Phone: *************

  Business Response

  Date: 01/31/2025

  Good day.
  
  I have reviewed the order details associated with the order our customer is having an issue with. It appears that the bank has concluded the chargeback filed by our customer and has awarded the amount in our favor.
  

  When a customer files a chargeback and decides to retract them after, depending on which banking institution, it does take a while for the chargeback status to reflect on the systems used by online sellers.

  I have reached out to the agent who is in charge of this case and she will be reaching out to our customer at the soonest time possible to assist him further towards a resolution.
  
  Regards,
  Escalation Focal

  Thursday Boot Company

   

  
  

• Initial Complaint

  Date:01/02/2025

  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 purchased boots on December 13, 2024. The original shipping estimate was delayed. I would no longer be at the original delivery address at the time of the delayed expected delivery due to travel. I requested *** to change the address to the new location for the new expected (delayed) delivery date of December 24, 2024. I was seeing no tracking updates for several days leading up to the expected delayed delivery date. I contacted *** and they informed me that that package was lost and that I should contact the seller (Thursday ********* to resolve the issue. I first contacted Thursday ******** on around December 28 (after the delayed delivery date) as I had still not received the product nor any further tracking updates (as expected because *** considered the package lost). The customer service representative told me to continue waiting and did nothing to resolve the issue. After many emails back and forth and multiple attempts to contact Thursday ******** now on January 2, 2025 I still have seen no attempts by the company to resolve this matter at all. All I've received are requests that I continue to wait after I've requested multiple times for a refund as there is no possibility that I will receive the product I purchased.

  Business Response

  Date: 01/31/2025

  Good day.
  
  I went ahead and reviewed the customer's correspondence with our team and it appears that after 10 days of closely checking in with the carrier about the status of the package, our team has deemed that it was lost and has issued a refund to the customer on January 2, 2024.
  
  This case has been resolved.
  
  If our customer has any questions or would like to follow up, he may reach out to our team via the usual customer service channels.
  
  Regards,
  Escalation Focal
  Thursday Boot Company

• Initial Complaint

  Date:12/10/2024

  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.

  On November 25th I placed an order for a pair of boots and a belt. On November 27th I received an email with a *** tracking number, since that date there has been no update on the *** tracking and it indicates that they have not received the items for shipment. I have emailed multiple times but have been given the run around, being told they would contact the warehouse, they have contacted the warehouse and are waiting an answer etc etc. I have now asked that my order be cancelled and that a full refund be given on two occasions but have now not heard back from their customer service team. I would no longer like to receive the boots and would like a full refund ASAP.

  Business Response

  Date: 01/10/2025

  Good day.

  I have reviewed the customer's complaint as well as the correspondence he had with our team.
  
  I would like to apologize on our team's behalf for any mix up in details while communicating the information regarding your order.
  
  I see that you have been fully refunded already.
  
  If you ever need our assistance, please don't hesitate to reach out to us.
  
  Sincerely,
  Escalation Focal
  Thursday Boot Company

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair 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 have purchased a pair of boots from the company on October 9, 2024. Their website says I would get a tracking number within a day or 2. Today is October 21 and I have not received a tracking number yet. They charged my card on October 10. I have sent them numerous emails and texts asking for a tracking number. They always send me auto-generated messages telling me someone would get back to me within 24 hours. So far no responses. I am not sure if this company is a legitimate company. They do not answer the phone. Texts and emails are the only way of communicating with them, but then no responses from them. I would like to get their answers on my order.

  Business Response

  Date: 11/01/2024

  Good day.
  
  My name is *** ***** ******* and I am responding on behalf of Thursday Boot Company.
  
  I am personally working with our dear customer and as a resolution, I have processed an order on the customer's behalf and ensured that it gets fulfilled in a timely manner following the case being escalated to me.
  
  The package should be delivered today and I hope that our dear customer would love the pair we have sent her.
  
  If there's anything I can further assist our customer with, I am more than happy to help!
  
  Sincerely,
  ********** *****
  ******** **** *******

• Initial Complaint

  Date:10/12/2024

  Type:Product 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.

  I ordered two pair of boots on Sept 10. The order was updated with a shipping number on Sept 11. However the package was never given over to the shipping company. On Sept 19 I requested an update as there was no progress. They spend a few days checked and eventually agreed to resend an order as they did not know where the first was. This order received a shipping number on Sept 25. This package also has never been actually delivered to ***. I have asked for a refund 3 times now and just keep receiving messages asking me to wait while they look into the situation. I have email documentation of all the above if helpful.

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  The product was shipped the day after the better business bureau complaint was registered and doubt it would have been without the BBB.
  
  Sincerely,
  
  ******* ******