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:10/06/2024

  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.

  They sold me a leather jacket that arrived with a clearly pronounced visible gash in the leather

  Business Response

  Date: 11/01/2024

  Good day.
  
  Upon investigating this case, it appears that our team has already resolved the concern and had issued our customer a full refund.
  
  We stand behind the quality of iour products and we hope that our customer would still consider us in the future.
  
  Sincerely,
  Escalation Focal

  Thursday Boot Company

• Initial Complaint

  Date:08/30/2024

  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.

  Hello, I purchased a pair of boots and received them on 8/29/2024. I opened them, tried them on and do not like the style and per Thursday Boot website they offer free returns. I have attempted to complete return on the return portal and it will not allow to continue to return for refund, it only leads me to an area that indicates that I can exchange for alternate pair which I absolutely do not want to do; the contact number listed does not allow for phone calls, just texts so I have included 2 lengthy texts and emails to this company without resolve of this issue. I am very concerned as upon researching I see numerous issues with customer service and resolution of requested issues; the boots I purchased are eligible for full refund and I need this refund process to begin immediately. They shipped and debited my funds quickly and now, no response/no resolution/no return shipping label and a confidently faulty online return process. Please advise. I will never purchase from this company again.

  Business Response

  Date: 09/09/2024

  Hi there,

  Thank you for reaching out about this. I understand your concern about the return process, and I am here to provide an update.

  When a customer initiates a return request on our platform *****************************************, they will receive an option between whether they would like to return the product for a refund to their original payment method and returning for store credit. The options are laid out as clearly as possible and written in language that is easily understandable to allow customers to make informed decisions. Attached is the example of the page I was referring to (Loop.png).
  

  Regarding the timeframe to refund the purchase, our Shipping & Returns Policy (***********************************************************) states that "once our warehouse has received your return, please allow 15 business days for a refund or store credit to be issued."

  That said, we checked the return request for this customer, and we see that it has already been processed yesterday, September 8. They should receive a notification in their email and see the refund clear in 2-3 business days.

  We are here to answer additional questions or concerns. Thank you!

  Best,
  Escalations Manager
  Thursday Boot Co.
  

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:    I have reviewed this businesses response and it is false/inaccurate as there was no option for me to choose return for full refund when I attempted my online return.  ease note, if it were that simple I would likely still be doing business with this company; also, I was unable to reach anyone at Thursday Boot Company upon inability to resolve my return request.  It was only after I filed this complaint that I received any resolution.  It is not the product that I have issue with, it is a customer service issue, therefore I will not be ordering from this company again.  I have finally attained resolution/refund therefore this case can now be closed however I would like this company to receive this response.  Thank you.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ********
  
  
  
  
   
  

• Initial Complaint

  Date:08/19/2024

  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.

  I used the size guide on the website to order a pair of boots that I had wanted for about a year. When I received them, the sizing was so far off that I could not get it on my foot until I used a very thin sock. Even then, it was extremely tight. I am pretty consistent in shoe sizing but will occasionally take a half size down and very rarely, a half size up. This boot was way more than a half size off, so I elected to return instead of exchanging due to concerns about being able to get the correct size. Tracking confirmed that the return was delivered on 8/5/24 - which is just over two weeks ago. The first time I tried reaching out by email, the address that was listed for their customer service was not working. My email was returned as undeliverable. I tried again and basically got what I suspect was an AI Bot response basically telling me that they can sit on my money for three weeks. I used the feedback button to say that the issue was not resolved- only to get an undeliverable email message in return. I just tried reaching out again today, but I am not optimistic given the poor quality product and zero customer service that I have experienced so far. I am concerned that I will not see my money again unless I file a credit card dispute, and these were expensive boots!

  Business Response

  Date: 09/04/2024

  Hi there,

  Thank you for reaching out. I understand your frustration with the sizing and our refund policy, and I'm here to provide updates.

  I see in your correspondence with us as well as your BBB complaint that you have an issue with the fit and sizing of the pair despite ordering the same size as what you order in other shoes. While our general sizing suggestion for customers is to order the same size they wear in other leather boots/shoes, it should be noted that no two feet are alike, meaning every customer may have a different experience even with the same pair. Additionally, every brand has their own manufacturing processes, materials, and lasts that may contribute to the variation in the fit and sizing.

  Regarding the refund issuance, it should be noted that per our Shipping & Returns Policy (see attached "Timing - Refund.png"), "once our warehouse has received your return, please allow 15 business days for a refund or store credit to be issued." This gives our warehouse team enough time to thoroughly inspect the pair to see if they're in an unused condition and process the refund accordingly.

  Our warehouse received the return package on August 6. We received your initial email about the refund on August 17, which is still within the 15-day timeframe we allot for our warehouse to process the orders and we communicated this shortly after. We received another reply two days after, and we received confirmation that the refund can already be processed. This has already been refunded on August 19 (see attached "#*******.png) and the matter is now resolved from our end.

  While we have already processed the refund, we are more than happy to answer additional questions or concerns. We're here. Thank you!

  Best,
  *********** *******
  ******** **** ***
  

• Initial Complaint

  Date:06/24/2024

  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.

  A pair of boots I received as a Christmas gift started breaking apart in May. The glue around the heel came loose and there was a giant crack through the sole of the shoe. My customer service rep was very helpful and sent me a replacement pair. However, even though they were the same size as the original pair, they were an inch smaller (I measured and provided pics to my CSR) and didnt fit. My CSR responded and asked if I was concerned with the size printed on the label. I said no, I was curious about the length issue. Then she just stopped responding to any emails. Its been 12 days with no response from her and a week without anyone responding to my emails or texts. I would like to rectify this situation as the boots were $168, if not more and worn gently for less than 3 months. The customer service has been horrible and I either want my money back or new boots that fit.

  Business Response

  Date: 06/27/2024

  Good day.
  
  Thank you for raising this concern.
  
  Something must have gone wrong and we apologize that we were not able to respond to our customer in a timely manner. We normally get to our customer within 24 hours from the time they write to us.
  
  Upon checking with the team, it appears that our colleague has already taken care of this concern.
  
  If our dear customer needs our help in the future, we are always happy to help.
  
  Have a pleasant week.
  
  Sincerely.
  Escalation Focal
  Thursday Boot Company
  

  Customer Answer

  Date: 07/02/2024

  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.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/07/2024

  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 was sold a defective pair of boots by Thursday Boot Company. My best guess is that they have been worn 12 times. The zipper on the boot failed. Thursday Boot Company informed me of a few options; have the zipper repaired and, to quote their exact words from the email I have submitted "and once repaired, you should not experience any further issues", or they could replace the boots. I chose to try and get the zipper repaired before going through the hassle of shipping boots back and forth. The zipper repair was not successful and despite what I was told in the email, I DID continue to experience issues. I was never informed in the original correspondence that they were giving me an ultimatum, namely, I forfeit my option to have the boots replaced, as they offered, if I chose to attempt a repair on the boot first, which they suggested I do. They are now refusing to replace the boot since I followed their guidance and attempted to have it repaired. I seek a refund of 50% of the original purchase price OR a replacement pair of boots.

  Business Response

  Date: 06/18/2024

  Good day.
  
  Upon investigating this complaint, it appears that this has already been resolved and the customer was sent a pair of ********************** Seconds of his choice.
  
  If our customer needs further assistance, he is more than welcome to reach out to our team once again and we will make sure that he is taken care of.

  Sincerely,

  Customer Care Team

  ********************** Boots ********************

  Customer Answer

  Date: 06/23/2024

  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.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:04/24/2024

  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 purchased a leather racer jacket from Thursday on 4/12/2024 through their warehouse sale. The product description stated that it was a discontinued style, NOT a factory second. When the jacket arrived, it had a large stain or discoloration right on the front of it. I reached out to customer service, and they said too bad, it is final sale, but suggested I try cleaning it. Well, whatever it is will not come out. While I understand that warehouse sale items are final sale, this is highly deceptive. I did NOT sign up to purchase a damaged, defective, or factory second item. I now am out almost $300 for a jacket that I cannot wear, and Thursday refuses to help me at all.

  Business Response

  Date: 05/03/2024

  Good day.
  
  My name is ***************************** and I am responding on behalf of Thursday Boot Company.
  
  Upon investigation, the jacket was sold during our Final Sale Warehouse Event. We were transferring most of our stock to a new warehouse, which we expect will improve delivery times and help expedite our return process.  Were excited about the move, but not every piece is going to make the move (hence the warehouse event).
  
  Majority of what we sold were legacy lasted pairs, discontinued products, nearly perfect factory seconds and home try-on returns, & final few pairs available at final sale prices.
  
  After thoroughly examining the images which was provided to us, our team realized that while the spot won't impact the longevity of the jacket, it makes it less cosmetically appealing than it could be.
  
  As of April 25th, upon further checking after the case was escalated, the customer has been taken care of and our QC Analyst has assisted the customer with a return for a full refund and was sent a return label.
  
  If our customer needs further assistance, he is more than welcome to reach out to us anytime.
  
  Regards,
  *****************************
  Thursday Boot Company

• Initial Complaint

  Date:03/31/2024

  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.

  Dear Thursday Boots, Your boots are okay overall (leather, sizing / *************). I've recently purchased a pair of Wingtips in Colour 77. Here are my thoughts on the boots and your business in general: - Quality control. There's a deep ***** in the right boot mid sole. On closer inspection, it appears that the material inside isn't leather (I may be wrong, but if that's the case, please clarify). I've purchased a factory seconds ***** boots from the Shoe Mart and to this day, I don't know what the defect way. This just speaks to the impeccable quality that ***** and the Shoe Mart stand by. (Yes, I could return to boots to you, but since I live in ******, this means a 100 km drive, and I'm going to save myself the hassle). - Your business practice - In one word - questionable. Two examples to substantiate my assertion: One, you censor the reviews on your own website. Which explains all the 5star reviews and the fact that one can't just leave a review without a link from you. Two, your refund policy. I bought two boots together because I wasn't sure of the size and didn't wish to make extra trips across the border. The 7.5E was too large. I tried it at the *** store and sent it back right away while at ***. You have refunded to me $129 USD. I'm told I will get the remaining funds later. Why? Again to give the example of the Shoe Mart, I bought and returned three boots before I was able to find my size. Each time, the refund was quick, hassle free and for the whole amount. I will not give my business to you again. My suggestion to folks new to boots, is - stick with reputed brands (*****, *************************, Trickers, etc) and honest shoe stores (I can only recommend the Shoe Mart). Yes, you pay more, but you get quality and honesty. Sincerely, **

  Business Response

  Date: 04/09/2024

  Good day.
  
  My name is ***************************** and ** responding on behalf of Thursday Boot Company.
  
  I went and reviewed our customers correspondence with our team so that I could understand what has transpired with his transaction with us.
  
  On the first concern which is with quality, it was never brought to our attention that there was an issue with our pair. Given the opportunity to address it, we would have followed the protocols to ensure that our customers pair is at par with what we market. We stand behind the quality of our products and if there were any issues we will 100% ensure that our customer gets what they have invested in us with a replacement or their money back.
  
  Based on the communication with our team, the only concern raised only pertains to our customer wanting to be sure that he gets the best fit possible which we assisted him with.
  
  On our customers assumption about our reviews. We do not censor reviews that our submitted to us. All reviews that are submitted by our customers using the invitation link goes to a 3rd party review managing company that verifies the legitimacy of the reviews before publication. If one goes to our website and filter the reviews by star, youd find reviews that were scored lower than 5 star.
  
  Lastly, regarding the refund. Our colleague has explained the technical reason why the refund was split which was because the initial order was canceled since a request for content change was made. She had also explained the timeframe and the process that takes place before a refund is issued. A full refund will still be issued but the return had to undergo inspection before it is processed. We cannot just issue a refund without inspecting the returns that were sent back to us.
  
  As of the moment, a total of $380.70 has been refunded, $126.90 of which was refunded in advance despite the last pair returned was still in transit.
  
  After the pair is inspected by our ware house team, wed be able to refund the remaining $126.90 given that the pair is in an unworn and resell-able condition as stated in our policy.
  
  If our customer wishes to follow up on the status of the inspection, he is more than welcome to send us an email through our usual channels.
  
  Regards,
  *****************************
  Thursday Boot Company

  Customer Answer

  Date: 04/17/2024

  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.
  
  Sincerely,
  
  ****** *
  
  
  
   
  
  

• Initial Complaint

  Date:02/26/2024

  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.

  Ordered a brand new pair of shoes. Upon receiving them, to my surprise they looked as though they were either displayed or worn. Bottoms were new but very poor finishing such as stitching, creasing, and poor finishing of the leathers color/Dying. So upon receiving them in this manner of course I result to simple wanting an exchange for a better conditioned pair. ***** from customer service, who has yet to return my email. Has only asked of me to send photos of such condition for rectify the issue. When such was already fulfilled and asked of me to begin the return/exchange process. They asked of photos of the exterior sole. Imaging of the pair from top & sides. Bottoms soles & the serial numbers imprinted on the lining. Im like I just received my order from you, I just spent well over $1000 with you over the last three weeks. You have my order, you have my order number. Im literally asking you to exchange an item I received less than 24 hours ago. Why is this process so difficult and as though me the consumer cannot be trusted? Poor business practices, poor treatment to the consumer from my opinion. From the feeling of it they dont have their logistical issues or shrink/lossage issues sorted out accordingly but its very unfair for a new/fair paying consumer to receive c*** product when all theyre asking for what should be a new good quality product. Especially for the price

  Business Response

  Date: 03/25/2024

  Good day.
  
  My name is ************************************** and I am reaching out on behalf of Thursday Boot Company.
  
  Upon reviewing the customer's correspondence with our team, I can see that the issue has been resolved and an exchange has been initiated on February 28th, 2024.
  
  We take pride in oour products and if our customer are not happy with what they have received, as long as the product is within our policy, we will take care of their concern with an exchange or product return for a full refund.
  
  If our dear customer ever encounters any issue in the future, they are more than welcome to let us know and we'll make sure they are still taken care of.
  
  Sincerely,

  **************************************
  Thursday Boot Company

   

  
  

• Initial Complaint

  Date:02/21/2024

  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 purchased a pair of boots from this company based on photos they advertised on their website. When I received the boots, they looked nothing like the boots they advertised. I returned them a few days upon receipt for a full refund because of their fraudulent and deceitful advertising. They have had my boots 3 weeks now and still have not issued a refund.

  Business Response

  Date: 03/05/2024

  Good day.
  
  My name is ***************************** and *************** on behalf of Thursaday Boot Company.
  
  I have reviewed the customer's correspondence with our team as well as images that was sent to us.
  
  As a QC Inspector myself, I can tell that the pair that was shipped out to our customer is within the acceptable color variation. The leather we use on our boots and shoes are are made from real cowhide. Variations from this kind of material will occur and no pair will be the same. The images we show on our website are the best representation of our products and if we do mistakenly send a pair that has a variation that strays too far from what is acceptable, we are more than happy to stand behind our product and replace them or issue a full refund once they've been returned.
  
  Our customer opted for a full refund, however, I am undable to expedite it now since our customer has filed a chargeback since February 29th. The amount is currently being held by Paypal.

  If our customer is still able to cancel the chargeback, I should be able to process the refund back to his account. Otherwise, we can wait for the dispute to be completed and the amount will be refunded back to the customer depending on PayPal's resolution.

  I am more than willing to personally assist our customer if necessary.
  
  Regards,
  *****************************
  Thursday Boot Company
  

  Customer Answer

  Date: 04/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I was not given ample time to respond to my complaint as I received notification of the vendor response 7 days after the 6 day response timeframe began.  So here is my response as I am not satisfied by the vendor response..

   

   

  The representative from Thursday Boot Company that responded to my complaint is a complete liar.  He claims they can not action the refund because it was being held up by paypal on 29 Feb which is a complete fabrication since I received a response from paypal that would not get involved since I also filed a dispute with my credit card company.  This is yet another example of the deceitful and fraudulent business activity of Thursday Boot Company.    

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ************
  
  
  
  
   
  

  Business Response

  Date: 04/24/2024

  Good day.
  
  ***************************** here again.
  
  I am attaching proof on our system log of the instances I attempted to process a refund for our customer.
  
  Being that the gateway channel is "Paypal Express Checkout" this made me think that the amount is being held by Paypal. Upon seeing ****************** response, I immediately requested for the Paypal notification which I have shared here.
  
  Our customer is right about Paypal not being able to intervene because he has filed a chargeback with his bank but regardless if it was Paypal or his bank, the transaction is frozen on my end and I will not be able to issue a refund.
  
  I wish to assist our customer with his concern and I can understand the frustration, however, we have no means of overriding a refund unless the chargeback is canceled.
  
  Since the chargeback is being processed now, our customer may go through it and the amount that he filed for disputed will be credited back to him once the case is completed by his bank.
  
  We hope that *** ********************* gets his funds soon.
  
  Regards,
  *****************************
  Thursday Boot Company
  

• Initial Complaint

  Date:02/20/2024

  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.

  I bought a pair of boots from this company in the 3rd week of December. The boots were not as promoted; size did not fit. I started a return a week later. The company required so much proof that the boots were in sold condition and reasons for returning. They issued a refund 3 weeks later with a *** code. And I gave the company my PayPal info. for the return that the representative assured me the refund would be returned to. I sent the boots back via ***. On January 30th, I received an email from "Team Thursday" saying my refund was on its way withing 2 business days. It is now 17 days later, and I have not received this email. I have contacted the company and have received no response.

  Business Response

  Date: 02/28/2024

  Good day.
  
  My name is ************************************** and *************** on behalf of Thursday Boot Company.
  
  I am currently investigating what has transpired on our customer'scorrespondence with our team. I can see that a refund was due to his new PayPal account. A refund was mistakenly issued by a different colleague back to the original account that was used to purchase the order, While the amount might still be with Paypal, to my knowledge, it would have not been credited to a discontinued account.
  
  Our customer must be refunded ASAP.

  I will personally reach to them as soon as possible.
  
  Sincerely.

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

  Thursday Boot Company