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:06/29/2023

  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.

  Order #********* placed on 6/12/23. I worked from home on the day of delivery (6/15/23). Got notification that item was delivered in the lobby and went downstairs within next 20 minutes. Item was not in the lobby. I looked between two front doors where some of the packages are left but it wasn't there either. **************** leave packages wither between front doors or in the lobby. I walked around the building to see if it was left somewhere else but no. I tracked package via Sorel site and their delivery company claimed it was left in the lobby and attached photo with a package left on the steps outside. I contacted all owners (we have only 20 units) and noboby saw it. I contacted Sorel immediately and they investigated for two weeks. Today they said that they are not liable because package was delivered and photo proof provided. Tracking information provided said that it was delivered to the lobby but photo showed otherwise. They refused to consider that their delivery company (not ***************** took a photo and possibly took the package. I feel that I was treated as a thief and a liar. I had few packages missing before (maybe 3 times in the past 10 years) and never had a problem with company redelivering or refunding. I googled delivery complaints and found that many were in similar situation. I would like BB to help me get a refund.

  Business Response

  Date: 07/10/2023

  Hello,

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

  -T

  Customer Answer

  Date: 07/10/2023

   
  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:05/26/2023

  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.

  Ive been a satisfied customer of ********************** for years but ** very disappointed with them now. The online web store doesnt match up with the reality of what they are selling and Sorel takes no accountability for that confusion. Every year in the early spring I look to Sorel for my yearly summer shoe wear, and this year I found some I was interested in. The shoes Id chosen were shown as being originally ****** dollars, but that price was crossed out below, in red, and changed to *****. I assumed the style was from the previous year, and thats why the price was discontinued. I added them to my cart, but only the ****** showed up. Ive been busy, and I meant to call and ask what was going on, but I figured they would fix this error. For months this went on, from February until today, May 25th. 75, but then 135. Today a memorial sale started, and a chat option showed up, so I asked about this, before checking what the price was now, and of course, NOW,they fixed it, and turned off the half off, and made the shoes only 25 percent off. The chat person told me it was on me to have taken a screen shot of their own advertisement,that they have the right to change any prices whenever they want, which wasnt the point! I just wanted to know why I hadnt been able to buy these shoes at the price they advertised, I wasnt advertising them at 2 different prices for 4 months, they did! So, *** had to go through all my photos on the off chance I did their work for them. Does Sorel really not know whats right on their own web page? I think I did take a shot, but I dont know where, it was the attitude that I hadnt seen it, I was trying to pull something over them, instead of the other way around that concerned me. Ive given them hundreds of dollars and I just wanted to be heard, I assumed theyd want to know what they themselves had done, it wasnt my mistake! It was confusing to me for months, but I have a busy life. Sloppy, false advertising, but our fault? Shameful.

  Business Response

  Date: 07/25/2023

  Hello,

  We have attempted to contact you regarding this inquiry. It does seem we missed you. If you are needing further assistance regarding this, Please contact our ************* support team at **************.

  - T

• Initial Complaint

  Date:03/21/2023

  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 from this company on 11/21/2022 and have worn them for less than six months total and the rubber has begun cracking near the toe bed. This is very poor quality and for the price point it does not even make sense to market it as a winter boot if its going to let snow in after a year. I have owned this pair for ~16 months and because of that there is nothing that can be done for me. Unacceptable, I should not have to monitor my boot daily for fear of cracks and once they do get to the point where it is very noticeable that they are cracked there is nothing that can be done? Ridiculous, also the product is not listed on their website anymore nor can I find it on amazon which makes me wonder if they realized that their product is inadequate and are doing nothing for the consumers who purchased them in recent years.

  Business Response

  Date: 03/29/2023

  Thank you for taking the time to speak with us, we are glad we could resolve this for you.  Please reach out to our customer care team with any other questions or concerns! - A

  Customer Answer

  Date: 03/29/2023

   
  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:03/15/2023

  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.

  I purchased my very first pair of Sorel boots on March 6 for $84 (order #*********). The *********** wedge bootie. On March 7, the anticipated delivery day was March 9. When my shipment didn't arrive on March 9, I noticed the status on Sorel's site changed to "delayed." I contact them about it on March 10. Their response was that the carrier probably "missed" a scan, but my package could still be on the way. When I contacted the carrier, they are still waiting for delivery from the seller, meaning that Sorel is still responsible for the item. If a scan was indeed "missed," I should have received some sort of update since then, or even my package. The carrier has no record of my package other than the label being created.

  Business Response

  Date: 03/17/2023

  Hello,

   

  Thank you for taking the time to speak with me regarding your claim. I am glad we were able to work toward a resolution regarding the missing package. Please let us know if you have any additional questions or concerns. 

   

  -T

  Customer Answer

  Date: 03/27/2023

  Just wanted to send an update. Sorel replaced my missing shipment with an item of a different color while honoring the sale price I paid and sent them via 2 day shipping with UPS. 

   

  Thank you. 

• Initial Complaint

  Date:02/09/2023

  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 purchased a pair of shoes in January 2023 for $144.45. I received a notice that it had been delivered and signed for by a doorman. I live in a house and there are no doorman around the area! The shipping company is LaserShip. I reached out to them , they gave me a case number, and when they got back to me, informed me it had been delivered and I should contact Sorel. I called Sorel and told them what had occurred- when they got back to me, over a week later, they said that Laser Ship delivered my shoes and I should contact LaserShip. A vicious circle for a consumer-No one is taking responsibility! They could ****** earth my home and see I live in a house. The home I am currently in and wanted the shoes shipped to is **************************************************************************

  Business Response

  Date: 02/13/2023

  We are sorry to hear that your original order was not received.  Thank you for taking the time to speak with us, we are glad that we were able to resolve this.  Your new order has tracking information generated and should be on its way soon.  If you have any further questions please reach out to our ************* team. -E

• Initial Complaint

  Date:02/06/2023

  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.

  On 12/1/22, I purchased a pair of Sorel boots that retail for $200 off of their website. Less than one month later, they began to completely unravel at the seems. After normal wear to my office daily. I brought this issue up to Sorel, and they refuse to remedy the issue, instead sending me to a claims department. They require you to have the shoes professionally cleaned and then shipped to them. Customer is required to incur shipping costs.Don't buy from here unless you're willing to be completely responsible for faulty merchandise.

  Business Response

  Date: 02/10/2023

  We are sorry to hear about the condition of your boots. As we were unable to reach you, please reach out to our warranty team for any questions or concerns you have about our warranty process. Their hours and contact information can be found from the Warranty link at the bottom of our website.  They are available on weekdays and are happy to assist.  -E

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19341967
  
  I am rejecting this response because: I have asked for easy communication regarding the faulty product that was sent to me, yet this company requires jumping through hoops via phone calls and "warranty" submissions (which involves CONSUMER paid shipping and administration). 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/15/2023

  For any further questions or concerns regarding our warranty process, please contact our warranty team and please be sure to select option 3. They are available Monday through Friday from 8am to 5pm. -E

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19341967
  
  I am rejecting this response because: refer to previous notes and pictures.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/01/2023

  For further questions or concerns regarding our warranty process, please call in to speak with a member of our warranty team. They are available on weekdays to assist you with any questions that you may have.  -E

• Initial Complaint

  Date:02/03/2023

  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 a pair of shoes from Sorel January 25. My order number was *********. The item was marked delivered on January 28. There was a picture provided of the delivery to a home with a red door. I reached out to the company on January 30 and let them know that my package was not delivered to my home and provided them with evidence of my door which is glass vs the red door that was in the photo. I have reached out every other day since then asking for a resolution of either a refund or a new product. They refuse to offer my any resolution saying that their investigation is still open. There is nothing to investigate as I provided the evidence needed. I want a resolution to this situation. The company refuses to assist and everyone I talk to says there is nothing they can do. How does a company have an entire work force of incapable professionals who cannot help in any way?

  Business Response

  Date: 02/04/2023

  Thank you for speaking with us today, and we are glad we resolved your concerns.  If you have any further questions please reach out to our ************* team.  They are happy to assist with any questions you may have.

• Initial Complaint

  Date:01/16/2023

  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 for some boots and I did not receive them. I requested a refund and they did not refund my money.

  Business Response

  Date: 01/23/2023

  We are sorry this was a frustrating experience. Thank you for taking the time to speak with us about your missing package.  For further questions please reach out to our ************* team, they are open seven days a week to assist you.  -E

• Initial Complaint

  Date:01/11/2023

  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.

  After placing an order with Sorel in on December 8th (Order #*********), I received an order confirmation and tracking information a few days later. The order tracked as delivered on 12/12 and I contact Sorel Customer Support via chat when the order was still undelivered on 12/13. After weeks of waiting for them to "conclude" their investigation, the carrier stated the order was delivered (with zero proof) and I've now been told that my only refund option is to re-purchase. Because the original purchase was a Christmas gift, I bought from a local department store while Sorel was investigating. I'd like a refund.

  Business Response

  Date: 01/18/2023

  We are sorry to hear you did not receive your package.  After further review, our team confirmed your package lost and so your refund was processed to the original method of payment.  If you have further questions please reach out to our ************* team.  They are happy to assist you. -E

• Initial Complaint

  Date:01/07/2023

  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.

  On 12/20/22 I placed an order for **** Explorer boots for ******. On 12/22/22 the package was marked as delivered by Sorel and their shipping company of choice- Lasership. I never received the package so I immediately reached out to Sorel. They told me an investigation with the carrier would take place for 2 weeks and if they indeed confirmed delivery then there would be next steps. 1/4/23 came I got notification that the case was closed and that they indeed delivered the package but I got NO EVIDENCE of delivery. I again reached out and they told me that there was nothing they would do I needed to take it up with Lasership. The only thing they could do for me was refund me if I ordered the same item again. At this point I dont want the boots or this aggravation! Its not fair for the customer that I need to buy another pair of boots in order to get my money back for the first order, as if they are accusing me of getting the first pair of boots and lying or something. I just want my money back for the boots I did not receive.

  Business Response

  Date: 01/17/2023

  Thank you for taking the time to speak with us. Your refund should be reflected on your account. If you have any further questions please contact us. We appreciate your patience as we worked to resolve this for you.