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:12/01/2022

  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 shoes from Thursday Boots (***********************************************************************************) in January of this year and was expecting solid build quality since the price tier was premium and the product was well-reviewed ($130). When they wore holes faster than I expected I was shocked - cheaper shoes ($50-$80) regularly last me 10+ months. These lasted about six before holes wore through the soles on both feet.After contacting support on October 6th, Thursday made it clear they considered this nonrefundable territory and essentially told me that I should have contacted a cobbler about this months ago and it's my fault for wearing the shoes. While unhappy with this, I accepted that I wouldn't be getting a refund and settled for leaving a review. Support needed to generate a new review email for to me, which was requested and received on October 11th. The link in the review email led to a weird-looking landing page that appeared that it should be linked to a specific product, but was not (It said "TEST" all over, etc). After submitting the review I observed that it did not appear on their website. Support they were eventually able to confirm that what I was saying was true and no review had been successfully submitted through the bad link - on October 20th, after stonewalling me over a week. It took them until November 2nd to finally send me a good link and confirm after I submitted my review (with photos) that my review was confirmed in their systems. I followed up two weeks later after confirming my review was still not visible on the site. On the 23rd, they let me know it should be visible. I was able to confirm its presence on the 25th, but my photos were all removed. I asked why, and after five days was told they were refusing to attach them.At this point I've been stonewalled by support for two months. I either want my money back, or to have my honest review, including photos, up on the product page. I'm pursuing a chargeback.

  Business Response

  Date: 12/05/2022

  Hello, *****************
  
  My name is ***** and *************** in behalf of Thursday Boot Company.
  
  The customer reached out to us seeking assistance for his pair and our team engaged the case to evaluate if the issue with the pair was brought about by a manufacturing defect.
  
  After, reviewing the images which you'd find in the transcript that our customer has included in his ******************** complaint, we have informed him that what was seen in the images he submitted was a result of heavy wear and not a quality control issue. The pair shows heavy and significant wear on the ball and heel of the shoe, on the upper leathers and the inner linings.
  
  We have also explained that we would cover any issues pertaining to the quality but do not cover damage due to wear.
  
  The customer then requested for a review invite which we requested on his behalf. The invite request, while it states that it says "Test" is a legitimate and working invite and has worked for all of our customers. Because the review invitation wasn't working for ****************, we reached out for help so that we could send an invite that is linked to our customer's information (because of this situation, we have decided to do it this way and was a good improvement on our service). Finally the customer was able to submitted his review successfully however, the images he submitted was excluded because they do not reflect the content of the written review. His review speaks about the quality of our product being poor but the images suggests very heavy use that even the bottomless of the sole has smoothened out and lost its texture.
  
  In one of our correspondence, I explained that the images and the review content must go hand in hand and we really cannot attribute the wear on the pair as a quality control issue.
  
  I have also personally reviewed the images he submitted and I mentioned that the progression of wear and tear can vary for each person. How often a pair is worn, how the wearer walks, and the environment they are used in are just a few of the many factors that go into it.
  
  As much as we wish to help ****************, our policy cannot cover his pair and because the product is now in its current state after being heavily used, we declined his request for a refund.
  
  Thank you so much for requesting our response to this complaint and we hope that it is reviewed in a fair manner.
  
  Sincerely,
  *****************************

  Thursday Boot Company

  Customer Answer

  Date: 02/15/2023

  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:

  ******' response almost completely avoids the issue. The shoes did not have "heavy wear". They had average, daily wear. The build quality of the product is poor.

  I don't know why ****** thinks that the first review link was "legitimate and working". It was not. He is incorrect. Once I was able to get past the support team's general incompetence and stonewalling tactics, I was hoping I could simply leave an honest review for others to make their decision. Photos of the wear and tear is part of this for other customers. The review is honest about the time frame the shoes were owned for, and, again, these were simply sneakers that were worn on a daily basis. I did not go backpacking in them. I did not run a marathon in them. I wore them around the neighborhood. At the time I wasn't even commuting anywhere daily because of Covid!

  Thursday Boots is simply making this up. I'm certain there is no footwear expert on the support staff looking at these pictures and deciding they were worn unreasonably by me. ****** is also not qualified to make any such determination from these images, but it's nice that he reviewed them, I suppose. Thursday simply doesn't like how the pictures look because the shoes are falling apart and the bad build quality is evident.

   I reiterate my request: either a refund, or an honest review INCLUDING photos up on the Thursday Boots website.

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

  Business Response

  Date: 03/15/2023

  Good day.
  
  I have raised this concern once again and currently waiting for a final verdict from our company.
  
  I would like to address ******************** concerns from his last response.
  
  The review links we sent out as I have explained are legitimate and working and while it did not work for ****************, it has worked for the rest of our customers who have requested them in the past up until today. I have explained to **************** the technicalities of how the 3rd party platform we use for reviews work and further made a solution to tailor fit the review invitation to ensure that he was able to submit his review. We had to send the invitation multiple times but we managed to send one out that worked for our customer.
  
  I would like to mention that I am also a part of our team who handles Quality Control issues on behalf of customers for years now. It is part of my role to review quality control claims and investigate if the pairs being presented to us evidently shows manufacturing defects.
  
  We have six images from the **************** and I have consolidated them into 1 image and attached it to this message. These pictures suggests heavy and significant wear on the ball and heel of the shoe, on the upper leathers, and the inner linings as I have mentioned on my initial response.
  
  Our company appreciates every honest feedback we receive because majority of the improvements we make to our products and services are based from them. We also stand behind the quality of our products if there are any issues in them. The pair being raised to us shows signs of heavy wear and not quality control issues.
  
  At the moment, we are still not able to ***** our customer's request for a refund. Also, once again the images and the review content must go hand in hand and we really cannot attribute the wear on the pair as a quality control issue.
  
  Sincerely,
  *****************************
  Thursday Boot Company

  Customer Answer

  Date: 03/16/2023

  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:

  Going in order:
  
  The review links sent were broken. Other links that *** have worked in the past are not relevant here, because the links I received were inoperable. ****** was capable of explaining that the system is managed by a third party, but beyond that he was not capable of conveying technical information about it, because he is an end user of the third party's system and does not understand it himself. ****** had to manually regenerate multiple links until one worked. This is not something you would have to do if the links worked. Whether or not this is intentional is irrelevant to me, as it prevented me from leaving any review until they could sort out their own ineffectual systems.

  Again, ****** is not qualified in any way to comment on the condition of the shoes. Experience answering emails and looking at pictures of shoes is not formal training. The shoes received normal, daily wear and were not abused. ******' repeated attempts to qualify this wear as "heavy" have zero credibility.

  The pictures of the shoes have been attached to this complaint from the beginning. Thank you ****** for reattaching them.

  The company clearly does not appreciate honest feedback and went to great lengths to filibuster, then hide, mine.

  I reiterate my demand for either a refund or a review with photographs displayed of how badly these shoes came apart after less than a year of daily wear.

   

   

   

   

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

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

• Initial Complaint

  Date:11/30/2022

  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.

  On Oct 31st 2022 I purchased a pair of boots from Thursday Boot Company, for which I paid $207.82. I received the boot via mail on Nov 16th and wore them to work in the office at the hospital that i work in. After 9 days the heal of the left boot began to peal off. I contacted the company to have the boot replaced, but their response what to have me go to a cobbler and have it repaired myself and they would cover the cost of up to $65. The boot that I bought have a good yearweild and are meant to be very durable, but my shoe fell apart after a week of walking on carpeted floors. I have sent 4 emails to the company, including pictures of the damaged boot, and was told some would email me. It has been over a week and I have emailed them back with out a response. I paid $207.82 for a paid of sturdy boots that feel apart after a week. I was fine with getting the pair replaced but the company has not made any more to replace the defective product.

  Business Response

  Date: 12/01/2022

  Hello, ***********
  
  Good day to you.
  
  My name is *************************, and *************** on behalf of Thursday Boot Company.
  
  On November 17th, our customer, ***********************, reached out to us regarding the pair of boots that he recently purchased from us.
  
  We requested the images from our dear customer and upon reviewing, the product indeed shows a quality control issue. The top lift on one of the boots did not seem to have enough boot adhesive applied during its manufacturing. We initially offered a cobbler repair coverage (because this option allows our customers to get their pair back and ready for use compared to doing exchanges) as well as an exchange to which the customer expressed that he needed more information before proceeding, specifically if the replacement pair would come in with nails by the heels.
  
  Our colleague was confirming the specifications of that model with our product team during the time he was making internal notes and drafts to send to our customer. At a later time, it was clarified that the model does not have nails by the heels unlike our other models. This information wasn't relayed to the customer just yet and our team wanted to provide this detail on a phone call being arranged for the customer.
  
  On November 29th, the case was escalated to be handled by one of our managers to ensure that our customer is taken care of via phone call. She reached out to **************** via email offering to give him a phone call at his most convenient time to which he declined and expressed his wish to receive a refund instead.
  
  Today, before writing this message, I have set up a meeting with our colleague who handled the case and have mentored him that while it is understandable that certain information can take time to be acquired, he should have updated **************** every step of the way so that he has our confidence that we are looking for the information he needed.
  
  We will ensure that **************** gets his refund expediently as soon as he drops the defective pair to a *** location (using our prepaid return label) and sends them back to our returns warehouse.
  
  Plese let me know if there's anything else I could do to ensure that our customer is taken care of.
  
  P.S. Attached to this message is the transcript of our correspondence with *********************** for your perusal.
  
  Sincerely,
  *****************************
  Thursday Boot Company

• Initial Complaint

  Date:11/14/2022

  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.

  Placed an order with Thursday Boots on Nov 3, 2022 for the total amount of $217.51 for a pair of mens boots.(Order # *******) The boots arrived but the mail carrier returned the pkg to the post office due to insufficient shipping costs without telling the recipient. Following day recipient started calling around to find out where the pkg was and the mail carrier returned with the pkg to my address and spoke with me regarding the unpaid shipping. The business only paid for 12oz when the pkg weight close to 5lbs. (again, they were mens boots).Mail carrier advised me not accept the pkg and she would hold it at the post office, while we notified the business that there was $19.05 due on shipping. Company could not be reached by phone despite the fact that i called during their working business hours. Companys phone message stated to ******************* through email. Did that, and heard back in 2 days that they would reimburse us the extra postage amount after we paid for the pkg shipping first and then send them the postal receipt. I asked for a 10% discount also for the inconvenience they put me through tracking down the pkg. They said, (copy & pasted from the response email) "We have escalated the issue and to streamline our communication I'll have a colleague relay the proposed resolution"A later email from them stated (copied & pasted) "The additional charge was something that was outside of our control, but we are happy to offer you a choice between a shoe care product and a $25 gift card for the inconvenience." There website states Free Shipping on orders over $50 and Free Shipping on orders over $80. Asking us to pay the difference on shipping cost only to be reimbursed after sending them a photocopy of the postal receipt was completely not the Free Shipping they claim on their website and a big inconvenience to the customer.We are going to go to postal office and refuse pkg (which was recommended by mail carrier) and hope for a full refund of $217.51.

  Customer Answer

  Date: 11/21/2022

  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:11/10/2022

  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.

  Hello, I placed an order (#*******) for a pair of men boots on November 5, 2022. which was supposedly had been delivered on November 9, 2022. However, upon checking the tracking number, it states that it was delivered and received by **** at 2:37pm. I immediately contacted the receiver and was told the package was never delivered, yet, the tracking information states something different. The receiver also made sure to check with neighbors and the package was not at neither residence. This is my first time purchasing from this company and I was not satisfied! I'd like to be refunded for this order I never received!

  Business Response

  Date: 11/16/2022

  Good day.

   

  Aside from the products and services we offer, we take pride with how we take care of our customers.

  Attached to this message is a transcript that reflects our conversartion with our dear customer. For packages that are reported as delivered by *** but wasn't received by the intended recipients, we follow a process where we initiate a claim as well as request *** to revisit the delivery address to retrieve the delivered package. Last Friday, prior to initiating our process, our customer was refunbded by our colleague to ensure that she is taken care of. As for the process of retrieval attempt, it is still bound to happen and we only request our customers cooperation and accomodate the *** Delivery team once they make their visit.

  
  We are always open and more than willing to help resolve our customer's concern.
  
  Please let me know if there's anything that needs to be done further.

   

  Sincerely,

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

  Thursday Boot Company

  Customer Answer

  Date: 11/18/2022

  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:11/10/2022

  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.

  The expensive Thursday shoes we purchased for our sons birthday about one month ago and that hes worn only a few dozen times are falling apart, and the customer service has been far less than adequate. The shoe leather started roughing up, peeling, and chipping shortly after purchase, and the stitching where the leather meets the shoe is separating. **************** said, [it was not] a quality concern. This happens especially in high-friction/high-movement areas, where the wax gets stripped, and the suede naps trapped underneath the wax layer gets exposed. This is how waxed flesh leathers are supposed to age. We would never, ever have purchased these expensive shoes if that was the case as we do believe it is a quality concern as they look terrible after only a month of wear. Thursday refuses to refund, and Im very dissatisfied. We will never purchase from Thursday again. Im truly shocked at the numerous high reviews theyve received and question the credibility and integrity of them. My son requested these particular shoes based on his lengthy research and those reviews, but we did not receive a quality product or good customer service. Happy to send photos of the shoes we have to anybody who requests them as I wouldnt want anyone to go through the experience were having right now with Thursday shoes. Buyer beware with this company.

  Business Response

  Date: 12/02/2022

  Hello, ********.
  
  Apologies for being able to respond only now. We have almost missed this message due to the volume of inquiries we receive daily.
  
  My name is ************************* of Thursday Boot Company and *************** on behalf of our company regarding the complaint.
  
  Reading the customer's complaint details, I can see that they tried to reach out regarding the pair they purchased and might have got in touch with one of our colleagues who handles quality control. Looking at the images that were provided here, I immediately recognize the pair to be one of our Cacao Premier Low Top Sneakers. It's upper leather is made of Horween Waxed Flesh Chromexcel. This is the suede side of the leather and their nap completely waxed. Overtime the wax from this leather comes off with wear, and the nap/texture revealing itself. This is how the leather is expected to behave and is not a quality control issue.
  
  I wanted to be able to review this case further but with the customer's given information on this case (name and email address), I am unable to find the correspondence she had with our team. It could have been under a different email address or name.
  
  Would it be possible to request the order number and/or email address associated with the product in question from the complainant so that I may do my best to investigate and respond with adequate information regarding the case? I am currently trying to look for any communication we have with the customer as well as the order information manually but I am unable to pull up any details.
  
  It is in our best interest to make sure that all concerns are addressed and taken care of if resolution is needed.
  
  Sincerely,
  *****************************
  Thursday Boot Company
  
  

• Initial Complaint

  Date:10/20/2022

  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 that didn't fit and I chose to get a refund the same day they arrived, they received the merchandise and acknowledged having received the merchandise.. they have made it so PayPal won't return the money either. I was really interested in a ******** welt shoe other than ************************* or ************************. But at this point I just want my money back and have nothing to do with the Thursday Boot company ****************** the return tracking number

  Customer Answer

  Date: 10/20/2022

  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:10/19/2022

  Type:Customer Service 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.

  The website provides care and cleaning instructions for the boots I purchased. I used the products stated in the website and now my boots are stained. If the website endorses a product and provides instructions for the cleaning/care of the boots and these are followed, then one would expect for the boots to not be stained afterwards. I've reached out and their customer service deflects the blame. I have asked to have a supervisor to take care of this situation and I have not heard back. Furthermore, their phone lines continue to tell you that there is no available representatives and hangs up. Does not allow you to leave a message or wait in line. This has been for about 2 weeks and my issue has not been resolved.

  Business Response

  Date: 10/21/2022

  Good day.
  
  Upon the investigation of our dear customer's complaint, I could see from our system logs and correspondence that a resolution has been provided.
  
  One of our managers have reached out to ********* and ensured that he was taken care of.
  
  If further action is necessary or if we need to provide any documentation, please don;t hesitate to let me know.
  
  Sincerely,
  *****************************
  Thursday Boot Company