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:02/15/2024

  Type:Delivery 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.

  Read below. I have sent several emails no one is getting back to me about my return. You received my return on 1-24-24 Its been 15 days??????Proof of Delivery Dear Customer,This notice serves as proof of delivery for the shipment listed below.Tracking Number ****************** Weight ***** LBS *********** Ground Shipped / Billed On 01/21/2024 Delivered On 01/24/2024 10:01 A.M.Delivered To *********, **, ** Received By *** *** Left At Dock Please print for your records as photo and details are only available for a limited time.Sincerely,UPS Tracking results provided by **** 02/15/2024 11:07 A.M. EST Print this page Hi,I'm concerned about my refund. We approaching 15 days. When can I expect a full refund? Thanks ---------- Forwarded message ---------From: T S <********************>Date: Sun, Feb 11, 2024 at 11:01AM Subject: Fwd: Thursday Boot Company Return Confirmation To: <**********************************************************>****** ********* ***** ** ******* ** *********** ** ***** **** *** * ****** * **** ******* ****** ********** ********* ******* ************** ******** **** ******* ************************************************************************* **** *** *** **** ** ******* ******** ******** **** ******* ****** ************ *** **************************** ************ *** ***** ******** ***** ********* ****** * **** **** ******* ****** ** *** ** ******* **** ** ** ***** ** ******* *** ******** ** ****** ** ******* *** **** ** *************** ** ******** **** ************* ****** ****** ** ***** ** ******** *** *** ******** ****** ************** ****** ****************** ****** ***** *** *********** ****** ******* * ****** ** ********** ********* ** ********** ***** ************* ** ********** *** ** ******** ** *** *** **** ** **** ************* ******** ******* ******** ** **** ********** ***** **** ***

  Business Response

  Date: 02/28/2024

  Good day.
  
  My name is ************************************** and I'm responding on behalf of Thursday Boot Company.

  We'd like to apologize to our dear customer for the delay on his refund. We have a 10 day policy for refunds and we are usually able to process them sooner than that but due to our current effort to transition to a new warehouse partner, we are experiencing delays in the processing of refunds.
  

  Upon checking our system, we were able to process the refund on February 15th.

  We ask for our customer's understanding and we'll do our best to ensure that this does not happen in the future.
  
  If our customer has any other concern we might be able to help him with, our channels are open daily and we are more than happy to take care of him.

  Sincerely,

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

  Customer Answer

  Date: 03/04/2024

  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:02/08/2024

  Type:Customer Service 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.

  Almost a month ago I returned my item to Thursday boot ** and as of today I have yet to receive any form of refund they have acknowledged that they have my items they have admitted such via a store support text but refuse to refund until they get around to inspecting the return that they have had now for over a 2 weeks and I highly doubt Ill ever be reimbursed this is blatant fraud in my opinion

  Business Response

  Date: 03/18/2024

  Good day.
  
  My name is ************************************** and *************** on behalf of Thursday Boot Company.
  
  Apologies for the late response. I went ahead and revied the concern as soon as I was able to.
  
  According to one of the correspondence with one of our agents, it appears that our dear customer has been refunded last February 12, 2024. It takes a bit of time for an inspection to take place after a return has been received at our warehouse before we are able to issue a refund. We are committed to improving our current process and hopefully our customer won't experience any delay with anything they might need from our company.
  

  If our customer ever needs further assistance, he may email me directly at ************************************** and I'll make sure that he is taken care of.
  
  Sincerely,
  **************************************
  Thursday Boot Company

  Customer Answer

  Date: 03/21/2024

  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:02/08/2024

  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 purchased a pair of Thursday Boots Premier. Order number *******. Im seeking a full refund for a return of improper fit. The footwear gave me listers on my feet. I have attempted to reach out to *** customer service and I keep getting a response to text ***m *** issue. Several attempts later I do not *** who and *** where are ***se shoes are to be shipped. I am out of $139.32. I am not able to speak with a live person or email someone concerning this matter. Could you please assist me with getting this resolved?

  Business Response

  Date: 03/18/2024

  Good day.
  
  My name is *** ***** ******* and I am responding on behalf of Thursday Boot Company.
  
  Apologies for the delay in my response.
  
  I havce reviewed the case and found that our team hasshared return instructions and the link to our returns portal on two seperate occasions when our dear customer reached out. He must have not received our messages.
  
  Shortly after I submit this response, I will personally reach out to *** ***** ******* and ensure that he is taken care of. We cannot allow him to stick with a pair that he cannot use and enjoy. I will assist him with an exchange or a return for a full refund.
  
  Sincerely,
  *** ***** *******
  Thursday Boot Company

• Initial Complaint

  Date:01/29/2024

  Type:Sales and Advertising 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.

  In September of 2023 I purchased a Thursday leather racer jacket along with another jacket from them and some boots. One of the jackets I opened up out of the box and noticed a tear, like it had been hung up on something. Also, the sleeve buttons wont stay together and kept popping loose. I cant get customer service to respond to my texts. Its not good when you spend around 1k on a company and they vanish if something happens that you didnt cause.

  Business Response

  Date: 01/30/2024

  Good day.
  
  My name is ************************************** and *************** on behalf of Thursday Boot Company.
  
  I understand that that our customer ****** wasn't getting a response from our team so I went ahead and checked our records as well as our team's inbox in search for any correspondence with our customer or the recipient of the package.
  
  Upon checking,it seems the customer have reached our ******** but was requested to reach out via email (our team is not able to handle complaints regarding QC issues over SMS). 
  
  We will reach out as soon as possible and have a ********* help with the concern.
  
  Sincerely,
  **************************************
  Thursday Boot Company
  

  Customer Answer

  Date: 02/01/2024

  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:01/22/2024

  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 ordered a pair of boots with Thursday ********* on Dec 20, 2023. I received the boots on Dec 22nd, tried them on and found them to be too tight. I re-packaged them back into the box and ordered another pair in the Wide. I requested a return on the 22nd and shipped the initial pair back on Dec 29th. I got an email from the company that they had received my return on Jan 2, **** and would process my refund upto 15 business days. I still have not received anything to show that my refund is being processed. Customers should not have to wait this long to get a refund when the company promptly charges our credit cards when we place orders. I didnt delay in paying you, Thursday Boots should not take 3 weeks to give me back my money when I promptly returned your unworn boots. This is unacceptable business practice. Ive read too many complaints like mine here on the BBB. Where is my refund?

  Business Response

  Date: 01/26/2024

  Good day.
  
  My name is ************************************** and *************** on behalf of Thursday Boot Company.
  
  To understand what transpired, I have checked our customer's order record as well as the email I found on our inbox.
  
  First and foremost, I would like to apologize on our team's behalf. The customer'ss refund should have been processed 15 days from the day our warehouse have received their package. We are trying to improve our returns and exchange process all the while trying to work through the high volume season. Our customer shouldn't have waited longer than she did and we are sorry for the inconvenience this has caused her.
  
  One of my colleagues has already processed the refund last 20th of January and the amount should have already been credited back to our customer's account.
  
  If there is still an issue, we are more than willing to make sure that our customer is taken care of. We are just one email away.
  

  We are hoping for our customer's kind understanding.
  
  Sincerely,
  **************************************
  Thursday Boot Company

  
  

• Initial Complaint

  Date:01/16/2024

  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.

  Date of transaction - Dec 22 2023 Bought 2 pairs of shoes and a jacket and paid $83.69 with discount.I still have not received my merchandise even after several email attempts. They do not pick up the phone.Order Number for tracking purpose. **************** They constantly advertise the sale on *********

  Business Response

  Date: 01/19/2024

  Good day.
  
  My name is ************************************** and I am reaching out on behalf of Thursday Boot Company.
   
  It seems that the complainant has purchased from a fraudulent or unauthorized seller of our merchandise. Aside from Amazon, we only have one official website where we sell our products.
  
  We can see that the prices set on the customer's screenshot of the order page is very far off from what we have priced our products on our website. Furthermore, the format of the order number is different from what we use.
  
  We are sorry to see that this has happened and we implore that a reach out is done to *************************** bank as soon as possible to request for a reversal or a chargeback.
   
  We pray that this gets resolved soon.
  
  Regards,
  **************************************
  Thursday Boot Company

• Initial Complaint

  Date:01/12/2024

  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.

  A transaction was attempted to be made on 12/21/23 with an Amex gift card of $250.00 at the Thursday Boot Company at *******************. **. It was rejected because it was not activated at the time. The store clerk at the checkout register proceeded to pull out his phone and started typing the Amex gift card's account number. He was warned not to use the information to purchase his own items. A **** card was used to complete the purchase. The gift card was never used since then until on 1/1/24, we attempted to activate the card and check the balance. The balance was a dollar and a change, unfortunately, out of possible $250.00. We noticed that on the day the transaction was attempted (12/21/23), there was a small transaction of $0.12 with Uber and then 2 days later (12/23/23) two transactions that nearly totaled $250.00 based on the list of transactions seen on Amex's gift card balance website. We opened up a case with Amex and received the incident number. We also contacted Thursday Boot via text (they do not accept calls) and the answer we got was that they could not conclusively determine that the employee used the gift card. Then, the store manager texted us saying he wants to talk. Upon me asking to be called on Monday, 1/8/24, there has not been any further communication (as of 1/10/24). I'm asking for this retail store with all of the data they track and cameras they have and ultimately ask the employe who rang up the transaction to confirm explicitly - did they or did they not copy and noted down the Amex gift card value and spent it 2 days later somewhere in Brooklyn - at a restaurant and a weed store.

  Business Response

  Date: 01/19/2024

  Good day.
  
  My name is **************************************, and *************** on behalf of Thursday Boot Company.
  
  This case was initially investigated by our team, and was consequently raised to our management for further investigation. We also wish to know what has transpired and find out who is responsible for the fraudulent activity. However, until we figure out the situation and acquired evidence of the theft, we cannot jump into conclusions. We are more than willing to work with the complainant and provide any documentations or assistance that would aid with the recovery of what was lost.
  
  If need be, they are more than welcome to return to our retail store for further discussion.
  
  Also. we implore the complainant to reach out to Amex regarding the concern as they are more capable with providing information regarding the fraudulent use of the said gift card. If there's a possibility of reversing the charges or what steps should be taken next, this is something that they would be able to better answer.
  
  We are hoping that this would be resolved as soon as possible.
  
  Sincerely.
  **************************************
  Thursday Boot Company.

• Initial Complaint

  Date:01/11/2024

  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.

  Thursday Boot Company fraudulently charged me for an order I DID NOT AUTHORIZE .The order number is #*******-2.I have reached out to them 4 times now without a response.I pursued this issue with my bank. TBC provided documentation indicating that the transaction was authorized by *********, which I do not use.Please help me obtain a full refund.Kind regards, ******************************************

  Business Response

  Date: 01/17/2024

  Good day.
  
  My name is ***************************** and I am reaching out on behalf of Thursday Boot Company,
  
  I reviewed the case as soon as it was brought to my attention and we can understand how frustrating it is for *******************
  
  To clarify what has transpired, a purchase has went through our website and was processed accordingly. Apart from the anti-fraud protocols we have set on our systems, there is no way for us to actually know if the person who placed the order was infact ****************** herself. The shipping address that was used matches hers and the items were delivered to her doorstep with th exception of a digital gift card. We have experienced a handful of cases like this in the past and our dear customer has already made he right move by contacting the financial institution that provided her with her card.

  Braintree, which is a *******-based company that primarily deals in mobile and web payment systems for e-commerce companies is tied up to our online store. It is similar to apple pay and couldn't faulted for the theft. It simply facilitates the payment that was made through our website.

  Our company does not tolerate fraudulent activities and we re more than willing to share whatever information we can provide to ************************ credit card provider. They must have the capability to check when and where the order was placed and could further investigate the issue at hand.
  

  On our end, we could only provide the information that the credit card company would request.

  We hope that ******************** could recover the amount that she lost through a chargeback once an investigation is done by the credit card company.
  
  Regards,
  *****************************
  Thursday Boot Company.

• Initial Complaint

  Date:12/22/2023

  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.

  On November 18th I ordered boots that came to a cost of $173.22. I received them on November 28th, tried them on once and packaged them up for return. I did not like the pointy toe. I followed the rules for returns and requested a return approval. They bumped me around in email for several days. They asked ridiculous questions about the condition of the boots. I explained that I had them on my feet for 30 seconds. They demanded pictures and all kinds of nonsensical questionsclearly trying to delay my return. Finally after threatening to open a case with the BBB. they reluctantly gave me a return code. I promptly returned them via UPS.I received and email on December 7th that they received the boots and would process a refund to my credit card in 10 business days.After 10 business days, I contacted them again to find out why I had not received my refund and they changed their narrative to 15 business days instead of the ************************** their own email to me!Their response was; if I dont receive my refund by December 29th, to let them know. This company is deceptive and they lie.

  Business Response

  Date: 12/27/2023

  Good day.
  
  My name is ***************************** and *************** on behalf of Thursday Boot Company.
  
  After opening the notice regarding this concern, I have immediately reviewed the customer's correspondence with us.
  
  Our return policy has indeed been updated a few months back from the previous 10 business days to 15 days (which includes weekends). This change has been updated on our website as well. Our mistake was not being able to update the email notification that was sent to our dear customer. We changed the verbiage for clarity and extended the inspection and refund window in an effort to align ourselves with our new ******************. As soon as we streamline our new process, we should be able to reduce the days it takes for a refund to be processed. We are working towards shortening the timeframe between filing a return and issuing a refund.
  
  We pride ourselves with doing an honest business and we do our best to make sure that we deliver the best service we can.
  
  We are usually able to refund customers in just a few days after receiving their returns on our warehouse, however, we are currently at the peak of high volume season due to the holidays. We apologize to our dear customer for the delay and while the return process took longer than expected, it has been taken care of. As of December 26th, our customer has laready been fully refunded after the inspection has been completed.
  
  Thank you for bringing this concern to our attention.
  
  Sincerely,
  *****************************
  Thursday Boot Company
  

• Initial Complaint

  Date:12/22/2023

  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.

  Company received my return on 12/11/23 and today is 12/21/23 and they STILL have NOT refunded my $344.80.You cannot reach the company. They DO NOT respond to emails or text messages and their phone number doesnt pick up. The ph number is a recorded message telling you to text them, which Ive already done.

  Business Response

  Date: 12/26/2023

  Good day.
  
  My name is ************************************** and I am reaching out on behalf of Thursday Boot Company.
  
  I immiediately reviewed the case after receiving the notification. Upon checking our record, our dear customer has already been refunded.
  
  We'd like to apologize to our customer for the delay in refund. Due to the heavy volume brought about by the holidays, inspection and refunds took a bit of time to complete. We strive hard to process things in a timely manner and we will do our best to improve the timing of our return inspection and issuance of refund.
  

  Our customer is always more than welcome to reach out to us if they need further assistance.
  

  Sincerely,

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