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:02/09/2024

  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 08/26/2022 Paid REI store $208.14 for Sorel Caribou Winter Snow Boots with 1 year warranty. I only wore the boots for a couple of hours a day few weeks *************** 2022 to March 2023. They were stored carefully over the summer and the brought out December 2023 when it snowed. I then noticed that the Rubber upper had become degraded and cracked and was no longer functional as a low temperature snow boot.In December 2023 I called REI customer service and informed them of the defect. I was told to contact the manufacturer Sorel, they told me that the warranty was 1 year and I was too late, but if sent them back they would make an evaluation and decide next steps. I paid $41.13 to send them back to Sorel Tracking # W231229B945A1. On Feb 9, **** they informed me that the boots were only covered for 1 year- no replacement or refund allowed.Even though they could see that the boots had virtually no wear on the soles and that the rubber was thin and defective they did nothing to help me. My previous pair wore out after 20 years!

  Business Response

  Date: 02/14/2024

  Thank you for taking the time to speak with us *****. At this time we are unable to accommodate your circumstances due to our current warranty coverage window. We do however appreciate you taking the time to provide feedback regarding opportunities to improve our warranty policies and procedures. - A

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21272761
  
  I am rejecting this response because:
  Unknown to me the warranty was actually expired when I purchased the boots. A company who cares about satisfying customers would make an effort to correct the manufacturing defect after determining that the wear in the boots was minimal and should not reasonably deteriorate after such little use even though the 1 yr warranty from date of manufacture was up. Time was not a relevant factor in this matter, I used them for a few weeks over the course of 1 winter and they cracked and not usable. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/11/2024

  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.

  Your return for order number: 222109442.RCVD EMAIL FROM ***** THAT THEY ISSUED MY REFUND ***** ON 12/28/2023-- HAVE CONTACTED THEM SEVERAL TIMES-- THEY SAID REFUNED THE MONEY BUT CONTACTED MY BANK AND MONEY WAS REFUNED INCORRECT AND SO IT WAS REJECTED AND SENT BACK TO SOREL-- WHEN I EXPLAINED THIS TO THEM THEY SAID -- THEN MY BANK NEEDS TO COVER THE ****** EVEN IF THEY RECEIVED THEM BACK- SO THEY ARE GOING TO KEEP MY MONEY-- Jhon (CUSTOMER SERVICE) DISCONNECTED ME SINCE HE SAYS WE ARE NOT GOING TO AGREE--I WILL NEVER ORDER FROM SOREL AGAIN- SUCH BAD CUSTOMER SERVICE AND I HAVE FILED A DISPUTE

  Business Response

  Date: 01/12/2024

  Thank you for connecting with us and working towards a resolution. 

  -S

  Customer Answer

  Date: 01/16/2024

  My bank shows they rejected the amount-- Sorel will not look any further than they sent it -- now they are saying my bank accepted the refund-- which my bank shows above they did not -- they have put in an investigation-- Sorel refuses to give me my money back- saying that all the information they have was correct when it was refunded - the information was not correct and that is why my bank rejected the transaction-- They tell me to call my bank that is how they want to fix this , i have already spoken to my bank several times-- it was rejected and money never left sorel-- they are still refusing to give me my money back

  Customer Answer

  Date: 01/24/2024

  Last message sent to Sorel they didn't respond to- I have now involved my bank-- Since Mastercard shows the decline and Sorel is refusing to look into the issue on their end and contact Mastercard to confirm the information- they are keeping my money -- so i am out of refund money because they refuse to reissue  the refund which they claim they can not do.  The issue has not been resolved

  Business Response

  Date: 02/27/2024

  Thanks for reaching out to us regarding your inquiry. We have provided you with the details pertaining to your refund. - S

  Business Response

  Date: 02/27/2024

  We have spoken with the customer and provided information pertaining to their refund. 

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21126897
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/11/2024

  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.

  order #********* placed on 11/26/2023 for total of $97.98. order = two pairs of kids snow boots. 12/2/2023 I receive an email that my package has been delivered at 720pm. I was home. no package was delivered and the tracking still says "Delivered. out for delivery." I contacted ontrac (shipping carrier) on 12/3/2023 to inquire about package. I reached out again as ****** never responded to my "package not received" inquiry. I then used their chat to contact service rep. I was immediately told that my package is being shown as delivered and now I must contact the seller. on 12/7/2023 I contacted Sorel where I was told an investigation needed to be opened and that would take **** business days. I was told I via phone and email that I would receive email updates every 3 days. this NEVER happened. on 12/16/2023 I used the Sorel chat assistant to inquire about any updates as I had not received any and still did not receive my package. tried to speak with management & was on hold a long while. I ended call early and repurchased boots elsewhere. on 12/28/23. still no updates. was told it will be resolved that day. on 1/2/24 I reached out again. I was at work and could speak on the phone. chat was getting me nowhere. on 1/4/24 I get an email stating they are sorry but can't do anything to help me as Carrier investigation reports item was delivered. I contacted the carrier. they have no actual proof. only that carrier gps was in right location at right time. again, I was home, no package came to my door. I was on hold with Sorel for a long time to speak to management. I asked for refund of package I did not receive. they said they can't do that and management won't have any other answer. I waited over an hour to speak with mgr. I was told manager would call me back by the end of business day. no one called back. I am looking for the refund I deserve. I did not receive any goods. customers are made to feel that they are wrong in this situation and it is absolutely appalling.

  Business Response

  Date: 01/12/2024

  Thank you so much for taking the time to speak with me today *****. I am happy we were able to clear up the confusion with this investigation and provide your desired outcome. Please contact our customer care team if you have any further questions or concerns. -A

  Customer Answer

  Date: 01/12/2024

   
  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:12/20/2023

  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 ordered boots from Sorel. The package was delayed then I revived an email stating they have been delivered. We have checked with neighbors and the premise of the property. I immediately contacted Sorel and the carrier and was told there is no resolution. I am simply wanting refunded for the product that was not recieved. They would also not escalate further.

  Customer Answer

  Date: 12/20/2023

  Columbia sportswear reached out today discuss. A ***** left message with no direct contact. I contacted the customer service number and they had no idea how to assist or get in contact with her. She just stated that it was still in transit even though it states delivered. Still no resolution or assistance. 

  Business Response

  Date: 12/20/2023

  Thank you so much for speaking with us today and working towards a resolution.

  -J

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21033433
  
  I am rejecting this response because: we did speak and the issue is still not resolved. If the package is received we will return however I do not want to close as I still want a refund if the package is lost which was not addressed in our conversation today. 

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

  Customer Answer

  Date: 12/26/2023

  No resolution has been met. We are just looking for refund for a product that has not been received. Contacted customer arrive today and they said the issue has been resolved. It has not been resolved. 

  Business Response

  Date: 01/11/2024

  Thank you so much for speaking with us and working towards a resolution.

  -J

• Initial Complaint

  Date:12/10/2023

  Type:Sales and Advertising 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.

  False advertisement. Website shows boots on sale for $119.92 from $240.00 and had to send photos to the sales rep to prove on my end it wasn't showing just the one color on sale. Which then she asked me to show her via phone and computer which both showed the same. After she took a look, she said she saw the same thing on her end which the website must have had a glitch. All in all I have the entire conversation and photos had to send them.

  Business Response

  Date: 12/14/2023

  Hello,

  Thank you for your inquiry. We have attempted to reach you regarding this but seems we may have missed you. If you are in need of further assistance, please contact our ************* support team at **************. Have a great day!

  - J

  Customer Answer

  Date: 01/04/2024

   Hi ******* sorry to keep this going but the response that they had given is not acceptable as yes they did call and I was on a call which was not going to switch over for number didnt know. And they left message asking to let them know when to call back which sent right back letting them know can call right back as was on phone and no response nor phone call back. I did try to call the number they gave me but said number could not be completed as dialed.

  Customer Answer

  Date: 01/10/2024

  Please just close this I dont have time to keep going back and fourth thank you

• Initial Complaint

  Date:11/21/2023

  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 boots on nov 4,2023. The delivery service on track said they delivered it outside my building-nov 10. it was not there that day. I have made multiple calls to Sorel and they wont refund. They ask me to order another pair! Why would I do that and be out ****** due to their inadequate delivery service. My phone number was on the order and if the delivery person would have called I would have told them the code to get to my door. This is totally unaccepatable and I see others have had the same issue! Shame on Sorel!! Port customer service means no customers.

  Business Response

  Date: 11/25/2023

  Thank you so much for working with us on a resolution regarding your Missing Package Investigation. 

  -S

• Initial Complaint

  Date:11/20/2023

  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.

  Sorel's website pricing is misleading. I was trying to purchase boots that show on sale, but when you put them into your cart, the price goes back up. I contacted Sorel and they would not honor the price that their website shows. I took screenshots of their site showing the "sale" price.

  Business Response

  Date: 11/20/2023

  Thank you for taking the time to speak with us today, your feedback has been submitted and sent to the appropriate teams for improvement opportunities. -A

• Initial Complaint

  Date:11/15/2023

  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.

  claim # W23****EB8990 -I filed a warranty claim for my sorel boots that cost me $210.00 on 10/30. sent the boots to Sorel via *** that costs me $25 to ship. the reason for my claim is because I one boot is causing me pain and bleeding blisters because the inside of the boots must be misaligned. I am a loyal Sorel customer and I have other ********************** boots and never had this issue so I knew something was particularly wrong with this pair. time goes by and I dont hear anything from warranty so I called Sorel and they told me they were sending the boots back because they could not find anything wrong. I asked the agent did they take to boots apart and the agent said she didnt know. I said well thats really the only to inspect the issue the boot. so clearly the boots were not inspected and Sorel just wasted my time and money without truly doing the claim!! they dont honor their warranty! I guess they feel people have money to waste. they should have rightfully given me the merchandise credit for the defective boots but I see they are playing games. theres nothing I can do with a defective pair of boots.

  Business Response

  Date: 11/20/2023

  Thank you so much for taking the time to speak with me today and allowing us the opportunity to assist you in a resolution. - A

  Customer Answer

  Date: 11/20/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:11/11/2023

  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 an item from Sorel on 9/21/23, order number *********. They were unable to deliver it to my address so *** ended up returning it to sender (Sorel Warehouse). The updated report from *** states it has been returned to sender on October 11, 2023. The average length of time for a refund is approximately 15 days per Sorel. I still have not received my refund from them and when I reached out they prompted to open an investigation stating they must reach out to the warehouse for confirmation of product received despite it showing the product has already been delivered to the warehouse in ********. This has been going on since 10/27/23 and still no resolve from their side despite multiple attempts. It has been a month since this returned occurred and I would like my refund from Sorel for the product I did not receive.

  Business Response

  Date: 11/14/2023

  Hello Nhi, Thank you so much for taking the time to speak with us. We are happy we were able to provide you with the desired outcome. If you have any further questions or concerns please feel free to contact our customer care team at **************.- A

• Initial Complaint

  Date:09/13/2023

  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.

  On 9/1/2023 I placed an order online with Sorel.com for a pair of Women's kinectic impact slide high sandal for $77.92 The order number is *********. I received an email on 9/7/2023 that it was delivered via **** I called Sorel.com **************** number and was told they would open an investigation and get back to me in 3 business days. I never heard back so I called them again and was told because ******** post did not hand off to **** for delivery they could not verify or investigate. They then offered for me to re-order the shoes and pay for them AGAIN and then once the 2nd order was delivered they would issue me a refund. I told them that was NOT satisfactory to me. What if they didn't come the 2nd time???I was **** that was their only offer of resolution!I have never heard of having to pay for something twice this way. At this point I just want a refund immediately! And deserve one. I will never order from them again.******

  Business Response

  Date: 09/18/2023

  Hello,

  Thank you for taking the time to speak with me today. I am glad we were able to work toward that resolution for you. Please let us know if you have any additional questions or concerns. Have a great day!

  - T

  Customer Answer

  Date: 09/18/2023

   
  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,
  
  TM