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:07/30/2024

  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.

  My husband (only 33) is severely ill and was just told he does not have much time left. He was an avid hiker and has always admired Pacific Northwest boots, but with his medical bills we've never been able to afford any. However, given the circumstances, I sprung for a pair of the ****'s boots he has been obsessing over to surprise him with those and a trip to his favorite Mountain. They were supposed to be delivered yesterday but did not arrive until today. I excitedly gave him the Box and watched him smile for the first time in months.. until he opened them and saw that they are very clearly factory seconds that I paid nearly $400 for. An entire row of stitching is missing, and there are spots missing glue to the point where the boot can be completely pulled apart. I immediately called ****'s to explain this situation and to stress the urgency of making this right by overnighting a new pair of boots for him, since this is due ENTIRELY to their neglect. I was asked to send pictures, which would then be reviewed by a boss, none of which were apparently even in the state or would be able to review them anytime soon. I would then have to get a return label sent to me, print it out somewhere, repackage the boots, bring them to a ***** store, provide proof of such, and THEN they would potentially be able to send a new pair. Because "it would cost us about $100".... What about the $400 I already gave them for ACTUAL boots?! I explained that I am on the East Coast and that ***** stores will not be open (and I'm a little busy taking care of my husband, especially with this extra salt in his wound. **************** didnt even pretend to actually care, and I have never regretted anything more in my life than wasting money on something that was supposed to give my husband joy and instead has left us more disappointed and upset than we already were. I should have gone with White's, ****'s, or literally ANY other brand. Slapped in the face during the worst time of my life

  Business Response

  Date: 08/23/2024

  We received an email from this customer on 7/30/2024 about the ********************** being defective. We emailed back and forth that day and then came up with a solution the next day on 7/31/2024. We resulted in sending this customer another pair of ********************** next day air at no additional charge to get her husband a pair of boots in a timely manner. After email correspondence on 7/31/2024 this customer replied, apologizing for her email from 7/30/2024 and thanking us for helping take care of the situation. 

• Initial Complaint

  Date:05/25/2023

  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 purchased a pair of boots on April 4, 2023, when they arrived, they were too big, I got an ra, and returned them, they were back in Drews boots possession on April 20, 2023, I made this purchase using affirm interest free payments, every 2 weeks, the first payment being due the 20th, I emailed them to ask when a refund would be granted, they said they are a small return center, only 3 people, and returns take ***** business days, even though they had possession of the boots, it has now been over a month, and still no refund, it is my belief that since I inquired about refund status several times, they will wait the full 30 business days to give me a refund, in which time I will have paid for the boots in full, while they have had full possession of the boots during the full payment period

  Business Response

  Date: 06/20/2023

  Thanks for your note -

   

  We apologize for the delay and frustration this may have caused you. 

   

  We refunded this customer on May 30th and sent over an email notification (see attachment) 

   

  We communicated and estimated that the refund would take 30 days to process - we refunded this customer under 30 business days - see attachment. 

   

  Thank you,

   

  ****

   

   

  Customer Answer

  Date: 06/24/2023

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