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:12/20/2023

  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 ordered a pair of boots and paid for expedited shipping so I would have them by Christmas. Today the package was addressed to me but when opened the receipt and boots were for someone else. No way to call company when texted no reply. I just want this resolved quickly.

  Business Response

  Date: 12/26/2023

  Good day.
  
  My name is ************************************** and I am reaching out on behalf of Thursday Boot Company.
  
  Upon checking the correspondence with our dear customer, this has been resolved and an order for a replacement pair was fulfilled in our warehouse last December 20th.
  
  We sincerely apologize for the issue with the previous order. Issues like this happens in our warehouse from time to time due to the volume of orders brought about by the holidays but we will always do our best to rectify issues and ensure that our customers are taken care of.
  
  Sincerely,
  **************************************
  Thursday Boot Company

• Initial Complaint

  Date:11/20/2023

  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 have Emailed them and left them text messages asking where is my order I have been tracking it and it supposed to be at my address on the 11/19/2023 7:24 am. Now the date is supposed to be delivered exception by 11/19/2023 9:23 AM. I am tired of being lied to 2 times

  Business Response

  Date: 11/22/2023

  Good day.
  
  My name is **************************************, and I am writing on behalf of Thursday Boot Company.
  
  After receiving this case, I immediately reviewed the correspondence we had to our dear customer.
  
  It appears that the first two orders that were shipped out from our warehouse were almost delivered, hovewer, due to the courier requiring additional information and attempting to deliver each packages twice on separate occassions, both where returned back to sender since they are not able to proceed.
  
  To help resolve the problem, a colleague placed a thrid order and is slated to be delivered on November 24th, Friday. The *** tracking number for this order is *******************
  
  If the 3rd order encounters any issue, our department will do its best to rectify the problem.
  
  If further assistance is needed by our dear customer, he may send me an email directly through *************************************/
  
  Sincerely,
  **************************************
  Thursday Boot Company

• Initial Complaint

  Date:11/14/2023

  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.

  This is regarding the company's return policy. The website states free returns within **. However, when trying to process the return for my order *******, the site is built to redirect customer to shop for more shoes with credit money. No free shipping label ever occurs. I have tried several times on different browsers. I emailed the company (which I should not have to do) and the expected response time is 48 hours. I just tried the Phone number "call us at ***************. Our phone support is available Monday through Friday from 12pm-4pm Eastern" and there is no answer, just a message to try email. I tried phone number 5 times. For this reason, I anticipate a long drawn out process of maybe never receiving my refund. For this reason, I report this company as having a deceptive return policy regarding free (or any) return process.

  Customer Answer

  Date: 11/14/2023

  Better Business Bureau:
  
  The business has emailed me and explained where the Refund button is buried, three clicks deep, under a button that is labelled "Get $xxx.xx". i let them know this wording is vague and buried too far down, giving the perception of pressure to only choose store credit.
  

  Also, they advertise a phone number but do not have the phone number manned per the hours indicated on the website. The vendor should ideally keep the phone support staffed, or change website wording to indicate text only.

  The business has provided me a return label and the package has been dropped at **** The refund is pending (about 10 days).
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/25/2023

  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 returned an item to this company for refund. They received the item on 9/14/2023. They have not issued a refund as of 9/25/2023.

  Customer Answer

  Date: 09/27/2023

  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:09/15/2023

  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.

  I purchased a pair of the Cadet in Walnut on 7/15/23. With less than a month of light wear, there is a tear in the 'leather' on the top of the boot (it looks like a scab that is about to be ripped off). Their site emphasizes the high quality and durability of the boots, but after seeing this tear, it's apparent the 'leather' is just a light layer of 'veneer.' I contacted customer service and they said this is normal wear and tear for the boots, which does not align with the messaging on their website. They also suggested paying a cobbler to try and fix these relatively new boots (they do not include a list of cobblers for my state on their site). I have asked for a refund and was denied.

  Business Response

  Date: 09/19/2023

  Good day.
  
  My name is ***************************** and *************** on behalf of Thursday Boot Company.
  
  Upon receiving the notification regarding **************** complaint, I immediately reviewed her correspondence with our QC Specialist as well as the image she has submitted.
  
  Looking at the images, we cannot factor quality control defect to the issue on the pair of boots. The leather we use on our footwear are natural leather which can be scuffed and scratched if it makes contact against hard or rough surfaces.
  
  The leather on this style and color-way is burnished full grain leather and is not coated with veneer. Any product made with natural leather can be damaged this way regardless of how old or new they are.
  Our colleague has advised the customer to reach out to a cobbler as they can buff the layer that has been abrased.
  
  We are not able to cover this since the damage was brought about by normal usage. Accidents can happen but this is not because of a quality control defect.
  
  As much as we would like to help, we are not able to ***** the customer's request for billing adjustment.
  
  Regards,
  *****************************
  Thursday Boot Company

  Customer Answer

  Date: 09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and agree to accept the response. I remain disappointed in the low quality of the boot leather and that the company insists this case is an example of normal wear and tear. I am also disappointed that the company opted to misgender me in their response. 

  However, the matter has been resolved because another customer service representative provided a gift card and a new pair of boots in response to my inquiry.
  
  Sincerely,
  
  *********

• Initial Complaint

  Date:09/15/2023

  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 purchased boots online, tried them on after receiving them in the mail, found them immediately too tight, and promptly put them back in the box and returned them either the same day I received them or the day after. I noticed when I originally got them that they appeared to have been tried on before, but no big deal. I also initially set up an exchange for a pair of boots half a size larger, but ended up cancelling that exchange because I found different boots I liked better. The company is refusing to fully refund me because they claim the boots have been worn (beyond a try-on). This simply isn't true, and my prompt return and initial exchange request for a larger size supports this.Their requirement that returned boots be in "unworn" condition clearly does not mean they cannot have been tried on, because they list size issues as a valid return reason.

  Business Response

  Date: 09/18/2023

  Good day.
  
  My name is ***************************** and *************** on behalf of Thursday Boot Company.
  
  Upon receiving the notification regarding this case, I immediately checked our team's correspondence with the customer as well as the details of the item that has been returned.
  
  We sincerely apologize to the customer as this must have been a mistake at our warehouse. I have followed up with our team and I can confirm that a refund has already been submitted for our dear customer last Friday and that it should ************** 2 to 3 business days from its submission.
  
  If **************** has any questions or further concern, she is more that welcome to reach out to our team and we will do our best to ensure that she is taken care of.
  
  Sincerely,
  *****************************
  Thursday Boot Company
  

  Customer Answer

  Date: 09/22/2023

  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:06/28/2023

  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 pair of black premier leather sneakers from Thursday boot company on 5/25/2023. I reported a manufacturing defect in which they are wearing abnormally fast, after less than a handful of uses. The response I received is that they think its normal and suggested I pay a cobbler to reinforce them. For a company that identifies as producing quality products I am extremely frustrated. These shoes were quite expensive and should have lasted me years.Order number was *******

  Business Response

  Date: 07/04/2023

  Good day.
  
  My name is *****************************, and *************** on behalf of Thursday Boot Company.
  
  I have reviewed our dear customer's correspondence with our team as well as the images he has provided, and upon closer inspection of the images, we cannot attribute the damage on the outsole as a manufacturing defect.
  
  The rubber outsoles that comes with our Black Matte Premier Low Top are dual density, however, they are still prone to wearing away if subjected to abrasion. On the image that were submitted to us and attached here, the wear pattern is evident at the edge of the heel on both shoes, and dust marks can be seen at the corners around it suggesting that it has made contact against a rough and duusty surface.
  
  We stand behind the quality of our products, and we do our best to help our customers if there are issues with the products we sell. We really wish that we could help our customer further, however, we cannot cover pairs that have been damaged by way of normal wear and usage.
  
  We would not be able to ***** our customer's request for a refund at this time.
  
  Regards,
  *****************************
  Thursday Boot Company

• Initial Complaint

  Date:06/20/2023

  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.

  I purchased a pair of boots on-line. They do not fit and I want to return them, but the company's website doesn't function to allow a return, and the phone number provided does not work either. I found two other phone numbers for the company, but they don't work either.

  Customer Answer

  Date: 06/22/2023

  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:06/13/2023

  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 placed an order and the sizing was wrong, I returned the boots and they do not respond, somebody on instagram responded and said they would process but still nothing. The number they provide puts you on hold and they never pick up. The boots tracked back to them and they keep giving me the run around.

  Business Response

  Date: 06/15/2023

  Good day.
  
  My name is ***** and *************** on behalf of Thursday Boot Company.
  
  I immediately checked the customer's concern and found that a refund was processed on June 12th, 2023.
  
  We do our best to process returns and refunds as expedient as possible. We sincerely apologize to our dear customer that it took ** beyond the normal ETA for completing his return.
  
  I'll make sure that this is brought up to our returns department so that we could revisit what needs to be done and ensure that customers are taken care of in a timely manner.
  
  Please take care.
  
  Sincerely,
  *************************

• Initial Complaint

  Date:05/12/2023

  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.

  First pair of boots were great. Purchased a second pair of boots on 4/21/23 for $130. In less than a week of very light wear they were flaking and looked like they were years old. Reached out to customer service and quality control. All they wanted to offer was a $30 credit or whatever discounted seconds is. Extremely disappointed and obviously a faulty product. Order number EX-*******-1

  Business Response

  Date: 05/16/2023

  Hi, ***********
  
  My name is ***** and *************** on behalf of Thursday Boot Company.
  
  I went ahead and reviewed your correspondence with our team along with the images that you sent us regarding the pair of sneakers with the waxed cacao finishing that you purchased from us.
  
  As explained by our colleague, the type of leather used on your Cacao Premier Low Top sneakers is a type of waxed flesh leather, meaning the leather has short suede naps that are held together by wax. The wax is meant to wear off and reveal the fuzzy naps underneath, causing it to have a rougher, more rugged appearance.
  
  The way the leather has changed is normal and not a quality issue.
  
  While we understand that the mechanism of how the leather's appearance has progressed isn't what you have expected, we are not able to take back pairs that have already been worn. Our team, however, has offered you a $30 discount on a new pair or a 50% discount on any of the available pairs from our Thursday Second Shelf as a courtesy.
  
  For context, Thursday Seconds are pairs that have been tried on and returned or photographed as samples, so they might arrive with a few scuffs or creases but are otherwise in good condition.
  
  Because the pair that we have provided you does not have a quality control issue, we are not able to provide you with the refund you are requesting from us.
  
  If you have any other concerns with your pair or if you need advice on how to maintain it or further information, please don't hesitate to contact us.
  
  Regards,
  *****************************

  Customer Answer

  Date: 05/18/2023

  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:

  It was not made known beforehand that the shoes would degrade so quickly with only a few wears in less than a two week period. I understand segregation after months but less than two weeks is unreasonable. It should be advertised what these shoes will look like shortly after purchase as they look like they have been worn for over a year in just a couple weeks. It is not reasonable for a customer to assume this amount of deterioration. 

   

   

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

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

  Business Response

  Date: 05/31/2023

  Good day.
  
  ***** here from Thursday Boot Company.
  
  I understand where our customer is coming from, however, the leather on the pair that was purchased from us is not defective.
  
  On our website's product page, we have specifically mentioned that the type of leather that was used on it is a "waxed flesh leather". This is the suede side of the leather material and the nap completely waxed. As the pair is used, the wax comes off with wear, and the nap/texture revealing itself. I have added a screenshot to this message that shows our page with the product specification as well as an image of how waxed flesh leather behaves and some general information about it that can be found online.
  
  As per our policy, since the pair has been worn already and because there is no quality control issue on them, we cannot take them back for a full refund or do an exchange.
  
  We sincerely apologize if we cannot give what our customer is currently asking from us. We are more than happy, however, to provide more information and guidance with the product we sell if needed.
  
  Regards,
  *****************************