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Business Profile

Clothing

Sorel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 49 total complaints in the last 3 years.
  • 16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/05/2024

    Type:Product Issues
    Status:
    Answered
    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 two boots totaling $340. I returned both boots because one pair was too big and the other had quality issues. I initiated the return online, printed the prepaid *** label that Sorel provides, and dropped off my package at *** (store #****). The *** store gave us a receipt of drop off confirming that I did in fact drop off the package exactly 2 hours after I printed the label. Proof attached. After a few days, I checked my tracking number to track my return and I was surprised to see that the package had not even been scanned in and the return is not showing as dropped off. I called both *** corporate and the *** store and it turned out that the receipt they gave me had a tracking number that does not match the tracking number on the Sorel prepaid label. *** stated it could have been a system error but that Sorel will need to open a claim since it was their prepaid return label. I contacted Sorel on 12/4, sent my drop off proof receipt, and they stated they will look into this. Sorel customer support emailed me back that *** may have mixed up the labels and that *** needs to help and the case was closed (proof attached). *** states that Sorel needs to start a claim. I called Sorel again and they opened another investigation. I am worried that I am going to lose my $340 return because *** made a system error that both sides have admitted (*** and Sorel) Sorel should have insurance for issues of *** mishandling a package or return like this instead of telling the customer to figure it out. I would like a refund since I did drop off the package and got a receipt (proof attached). It is not my fault the *** did not scan or incorrectly scanned my package. Even Sorel customer service emailed me and stated *** may have mixed up the scans. It's frustrating to lose $340 for a mistake by *** which Sorel should have insurance or the ability to start a claim to recoup the lost package and refund the customer instead of leaving the customer hanging.

    Business Response

    Date: 12/13/2024

    Thanks for taking the time to speak with us about your recent experience. We are here to assist you further if you need it. - S

  • Initial Complaint

    Date:11/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 wrong color. After one hour they wouldnt cancel the order

    Business Response

    Date: 11/14/2024

    Thank you for working towards a resolution with me! If you need any further assistance, please don't hesitate to reach out. -SW

  • Initial Complaint

    Date:11/08/2024

    Type:Product Issues
    Status:
    Answered
    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 six pairs of women's shoes; arrived via **** kept two and tried to begin an on line return as instructed on website. was flagged as needing to call customer service. first three calls over a several day period was told "system troubles sending the return label" and they would email one as soon as "the system is back up." Finally, 4th call and three days later was told "we can't make a label to ******." They agreed it stated no restrictions on website returns, but have a third party shipper who won't deal with ***. Was told I could send it back myself. When I stated I made the purchase based on their commitment to returns for $6, was told...sorry about that. I pointed out *** delivered to me, why wouldn't they let *** take the return? "Sorry, this happens in rare cases." I spoke with six representatives, and one supervisor. A supervisor's supervisor was to call, but never did, and I suspect won't since I received an email telling me "my case was closed; would you like to take a survey and tell us how we did?" *** #5 (*****) gave me the address where I could send the return (because I am sitting on $1200.00 of merchandise) and **** said they couldn't take it, it was not deliverable. Sixth rep gave me another address. Sorel did not meet their commitment to returns, nor tried to come up with another solution. I was forced to mail back at my expense, which was $110.53. I want $110.53 reimbursed from Sorel for this cost. I want them to correctly update their website to show that some returns are not free. Both of these need to happen for me to consider the matter resolved. All tracking/documentation confirming return charges available.

    Business Response

    Date: 11/15/2024

    Thank you for expressing your experiences with us. We are glad that we were able to work with you towards a resolution. - S

  • Initial Complaint

    Date:11/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 the Out and About Plus Conquest boots and they are terrible quality. After only being worn a few times, the sole is peeling and tufts of the inner lining are coming out. Further, the metal housing the laces in the front has popped apart as well. I have worn these three times and these are NOT the quality I would have expected from this company. I would like a full refund.

    Business Response

    Date: 11/06/2024

    The customer has indicated that they are currently traveling outside of the country for an extended period of time. We advised the customer to reach out when they are back from their trip so we are able to work toward a resolution together.

    Customer Answer

    Date: 11/06/2024

     
    Complaint: 22505253

    I am rejecting this response because: The business refuses to communicate via email with me which is the only way I am able to resolve this issue now. I dont understand why they dont have authorization to communicate via email which sounds like an excuse to not put anything in writing that they can be held to. I want to resolve this now.

    Sincerely,

    ******* ***

  • Initial Complaint

    Date:08/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased boot for $130. There is a warranty. Have to pay to send them back to maybe be fixed maybe get money. Their product does not last and should not have to pay to return it with no clear fate. I may get a merchandise credit for shipping.

    Business Response

    Date: 08/30/2024

    We attempted to connect with the customer for a resolution, but those attempts were unsuccessful. If  further assistance is needed, please reach out to customer care. 

    -S

    Customer Answer

    Date: 08/30/2024

     
    Complaint: 22192994

    I am rejecting this response because I got one phone message in which I have not been able to reply to it hasnt been 7 days since I made the complaint and got a response in the 26th in the afternoon. As it is I am typing this on a quick break. I will be responding to the call later today. 

    Sincerely,

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

  • Initial Complaint

    Date:08/06/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 sandals from Sorel on 7/28/2024. In the morning on 8/1/2024, I checked my tracking, which read "Waiting for package from seller". In the afternoon on 8/1/2024, I received notice that my package had been delivered via OnTrac. When I opened my door to retrieve the package, the package on my doorstep did not have my address on it and was not my order. I contacted OnTrac customer service on 8/1/24, who directed me to the seller, Sorel. I contacted Sorel on 8/1/24, who opened an investigation. I received a response on 8/6/24 that OnTrac reported that my package was delivered, so the case would be closed. I reached out again to Sorel customer service and asked for more information about the investigation, as I couldn't believe they would close it like that, given the information. I asked to receive proof that the package that was delivered was my package. They would not disclose information regarding the investigation or provide me with proof of delivery and told me that the case was closed and that they would not refund me. Instead, they offered me a 20% discount to reorder the sandals. However, I do not wish to pay again, even at a discount, for a pair of shoes I already bought and paid for, but never received due to issues with Sorel's shipping partner. I wish I had read these BBB reviews before I ordered from Sorel.

    Business Response

    Date: 08/08/2024

    Thanks for working with us towards a resolution! - S

    Customer Answer

    Date: 08/08/2024

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:02/24/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 December 10, 2023 I purchased a pair of boots online from SOREL for $146.98 (Women's Explorer's Next Drift Boot). order number *********). I first contacted SOREL customer service on Saturday on 2/17/24 to ask for a refund as a section of the sole on one of the boots came loose and was flopping around making the boots unwearable. They referred me to their warranty department but it was closed that day, Saturday 2/17/24. On Monday 2/19/24, I was able to reach their warranty department. I was told that under no circumstances would I be issued a refund because it had been over 60 days since I purchased the item. I would have to pay to ship the boots back where they would inspect them to see if they could be repaired and if not, they would issue me a credit. They would not even let me bring the boots to one of their retail stores to avoid a shipping fee. Please note that when I originally called on 2/17/24, it was exactly 60 days from the date of purchase. I am requesting a full refund for these boots as I wore them for just over 2 months before they were unwearable. I think it is unconscionable that Sorel will not stand by their products and what's more, that I have to pay shipping fees to send back a defective item for the possibility of a credit. I did indeed mail the item back to them on 2/23/24 and paid $18.60 to do so. The boots are expected to arrive at the company on 2/28/24. I would appreciate your assistance in recouping the money that I spent for an item that was obviously defective. Thank you.

    Business Response

    Date: 02/29/2024

    ******, thank you so much for taking the time to speak with me and I appreciate your patience and understanding during this resolution. Please do not hesitate to contact me if you need anything else from me. -A

    Customer Answer

    Date: 03/03/2024

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:02/23/2024

    Type:Delivery Issues
    Status:
    Answered
    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 on SORELs website and they said they were delivered towards the end of January. I never received them and have been trying to get a resolution from SOREL since then (end of January to end of February). As requested by them, I checked with the carrier and they said the package was delivered. Nonetheless, I never received them (Im not sure if they delivered the package to the wrong mailbox, etc.). The only resolution SOREL could offer me was for me to buy something of equal value and only when it was delivered, would they refund me for the original order. Im already out $xxx and SOREL expects me to pay the same amount in order to be refunded for the original $xxx Not to mention, I could be out that amount too if that package never arrived. Im absolutely disgusted with SOREL and their greed. Additionally, the customer service personnel I worked with were nothing short of useless. I received the same canned response from every person I spoke to. For a company that values quality and charges a premium for their products, their customer service is truly low tier and their policies fuel their corporate greed.Additionally, its truly shameful that Im not the only person who has encountered this (see the other complaints).Needless to say, I will never repurchase from SOREL, no matter how cold my toes get! Id rather support companies that value customers and not just their money.

    Business Response

    Date: 02/27/2024

    Thanks for taking time to speak with us regarding your order and working towards a resolution. -S

  • Initial Complaint

    Date:02/15/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Sorel shows package delivered. Package was not delivered. Their "resolution" has been to inform me that it's been delivered. Nothing. Claims **** shows delivery. No proof of delivery has been provided. No refund, no apology, no new delivery of product.

    Business Response

    Date: 02/21/2024

    We have made multiple attempts to connect with you and were unsuccessful. Please contact our customer care team at ************** for further assistance.

  • Initial Complaint

    Date:02/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Sorel boots in Oct 2022. Within a month the boot started to fall apart, so I exchanged them. The same thing happened again, so I contacted Sorel who they would look at them to see if it was a warranty issue, but I would have to pay shipping both ways. They continue to sell this boot KNOWING this is an issue that remains and are scamming people out of their money. They continue to sell a flawed product with known issues and give no recourse to buyers.

    Customer Answer

    Date: 02/15/2024

    They refuse to refund my money or acknowledge the known defect. They are still requiring me to pay shipping costs to inspect them. If deemed unrepairable they will only issue a merchandise credit, which is unacceptable. 

    Business Response

    Date: 02/19/2024

    Thanks for taking the time to speak with us regarding your issue. 

    -J

Sorel is NOT a BBB Accredited Business.

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