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:12/26/2022

  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.

  We ordered a pair of shoes on December 20th, it guaranteed delivery before Christmas but at most 3-7 business days. The shoes did not arrive on time, no big deal. But now the tracking number says the label was created but package never picked up. I email Sorel this morning, the guy tells me via chat-I am not sure what happened but I will issue the refund today. Once you get it, then you can reorder and we will give you free expediated shipping, he was leaving notes in the account. I never got the email confirming these changes so I chat back and get a different representative. This guy says no, that is not policy. You have to wait until January 4th and if they still dont show up, then we will give you a refund. Nope! Sir, 7 business days at most was Decemver 29th and completely opposite what the guy this morning says. Well he was wrong, and even though that is what the delivery you selected says-hidden in our company policies says 11 business days. You can either a-purchase them again and we will send you a COURTESY return label (ha!) or b-wait your time until the 4th and then request a return label if they dont show up. SCAM. LIARS. DO NOT ORDER FROM THEM.

  Business Response

  Date: 01/04/2023

  We are sorry that we were not able to speak with you during our follow-up attempts. We have left our contact information, please feel free to call that if you are still in need of assistance.

• Initial Complaint

  Date:12/15/2022

  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.

  I bought a pair of boots on Black Friday from Sorel. Living in ** with brutal *******, i need a solid pair of good quality boots. Sorel fits the bill! I had my last pair for SIX years! And I was a big fan of the brand and excited to replace my previous pair. I got a delivery notification from Lasership and immediately checked my front door for a package, but it had not arrived. I immediately contacted lasership and Sorel, and an investigation began. I have received the same generic email from Sorel insisting that lasership has not contacted them, providing proof of delivery. I have also asked lasership for proof and they have been unable to provide that to me. All of this has been communicated to Sorel. It is now 17 days later and there have been no updates. I now have to file a complaint with my bank to get my refund. I dont even care about the boots anymore- Ill go buy a pair from Columbia! Buyer beware- DO NOT purchase anything from this company online as they take 0 responsibility for the product once it leaves the warehouse!

  Business Response

  Date: 01/10/2023

  The original investigation shows that the package was delivered as noted on the tracking number. Based off your concerns, we have requested that the shipper re-open your investigation. Once we have heard back from the shipper on the results of their investigation we will follow up with you. If you have any further questions please respond to the email that we sent you or call the number that was left on your voicemail.

   

  Sincerely,

  SOREL customer service

• Initial Complaint

  Date:12/02/2022

  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.

  I ordered a pair of boots from Sorel on 11/25. Once the order was confirmed, I received tracking information. I noticed the shipping carrier was a company called Lasership whom I had never heard of, & had a weird feeling about. But thought Sorel was a reputable company + I had previously purchased from them w/ no issue. I was excited to receive the boots as I needed them for a specific event. I kept checking the tracking and noticed it said they were delivered on 11/29 @ 5:30pm. I know sometimes (with Amazon) they'll mark something as delivered but it doesn't arrive until the next day. So I waited. I contacted Sorel on 11/30 and was told the package was delivered. Now, I know the world we live in & people steal packages. However, I checked my camera footage and no one, I repeat NO ONE delivered a package to my house on 11/29 anywhere near that time. I explained this to the customer service rep who said they would need to do an investigation. Trying to check all bases, I also reached out to Lasership whom I have yet to receive a response from. Now, I initially thought ok, must be an isolated issue. Maybe they delivered to a different location, etc. But then I started doing some digging. First, I went on Yelp to look up reviews on Lasership and they are horrific. Mine clearly wasn't an isolated issue. They are so many reviews w/ same story as mine. I went to the BBB and saw that Lasership has a 1 out of 5 rating, again, with all similar stories and complaints. What is even more disturbing is that many of these complaints, Sorel would not refund. I also looked at Sorel's reviews both on **************************** again, same thing. So many complaints, all with similar stories. I get that Sorel may have partnered with this shipping company not knowing what they are about but I'm sure they know now. Sorel is going to lose a TON of business if they don't change carriers. As of now, I have not been refunded nor do I have the boots. Depending on outcome, Sorel may lose my business.

  Business Response

  Date: 12/05/2022

  We are sorry to hear you had an issue with your shipment. Thank you for taking the time to speak with us today, and we are glad we are able to get another pair of boots ordered with you. 

  Customer Answer

  Date: 12/08/2022

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

• Initial Complaint

  Date:11/26/2022

  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.

  Totally misrepresented product...cheap and lightweight.They absolutely lied about the arrival date and then put these shoes on sale before delivery...offered no partial refund.This company is what is wrong with our current system...no doubt made overseas...using a reputable Sorel brand while owned by Columbia according to the billing...refused a return label and mocked me at my dissatisfaction.

  Business Response

  Date: 12/01/2022

  Thank you for taking the time to speak with us, and we are glad we were able to resolve your concerns. Enjoy your boots, and thanks for being one of our SOREL customers!

  Customer Answer

  Date: 12/01/2022

   
  Better Business Bureau:
  
  They went above and beyond all expectations in the resolution of this unfortunate situation. They are a company to be trusted and their integrity proved that.
  
  *********************

• Initial Complaint

  Date:11/25/2022

  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.

  I placed an order with Sorel but I never got an order confirmation page. The system asked me to sign in, which I did. I checked my order history and didnt see any order. So I placed another order. Then a few minutes later, I go to my email and see 2 orders. I contact Sorel to cancel on and they refuse to cancel one even after admitting system issues. I have to return the item so they are keeping my money for weeks until I return an item for an order I didnt place when they admitted their system is having issues due to Black Friday. I simply want my money back.

  Business Response

  Date: 11/29/2022

  Thank you for speaking with us, and we are glad we are able to work with you to get this resolved. If you have any other questions or need support please give us a call.

   

   

• Initial Complaint

  Date:11/23/2022

  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.

  Placed an order on Oct 12th and they claim package was delivered on Oct 15th. When I tell you this company is TRASH! Do yourself a huge favor and never place an order with them as you won't receive your package! Then they'll lie and say the package was delivered. I've been battling with this company for a month now and still no resolution. When I called them initially, the dummy kept asking if I was sure the package wasn't in my mailbox. First off, how can a pair of thick a** boots fit in a mailbox?! After that, they began an "investigation" and said "oh our records show that it was delivered" but we can accommodate you with a refund AFTER you place another order. At this point it's clear to me they think I'm a complete idiot. Who in their right mind would make another purchase after not receiving the first package?! Again! Don't even think about ordering anything from them!

  Business Response

  Date: 11/28/2022

  We are sorry that we were not able to reach you. If you are still in need of assistance please call the number that was left on your voicemail or please respond to the email we sent you. You can also call our customer care team at ***************************. They are open seven days a week and happy to assist you.

  Customer Answer

  Date: 11/28/2022

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

• Initial Complaint

  Date:11/13/2022

  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.

  I ordered a pair of boots on the 28th of October. I have not received my package. I called in and had a investigation with *** and **** but have not heard anything back. Id like a full refund. 2 weeks and no tracking update. Basically stole my money. Will never buy from your website again. Order# ********* Tracking # ************************** In this day and age we should not have this issue with tracking problems and non solutions for customers.

  Business Response

  Date: 11/18/2022

  We are sorry to hear about the delay with your order. We appreciate you taking the time to speak with us and we are glad we are able to assist you. If you have any further questions or need assistance please give us a call.

• Initial Complaint

  Date:10/28/2022

  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.

  My wife ordered boots online with home delivery. Boots were to arrive on a Friday afternoon according to tracking. Friday at 5:00 PM we get an email from purolator ( should have known better ) that pick up was available at their location for pick up which would be a 40Km drive for us. Called sorel customer service and spoke to someone very helpful and explained the situation. Unfortunately the customer service rep ***** able to resolve the issue and basically we were told to deal with Purolator. When we asked for a refund we were told company policy was to track shipment for 5 to 7 days and if theyre investigation found a problem with delivery we would get a refund. Be very careful ordering from sorel directly its more of a scam than a company.

  Business Response

  Date: 10/31/2022

  The information provided does not match any orders within our system. Please reach out to ************* at **************************** for any assistance you may need.

• Initial Complaint

  Date:10/17/2022

  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.

  I. September of 2020 I purchased a ****** pair of Sorel boots. They were worn 8 times. This season as I pulled them out of storage, I noticed one of them shrunk rendering it unwearable. As none of my other shoes or boots were damaged, I contacted Sorel and was told the boots were out of warranty. Admittedly, they were purchased over a year ago however as you will see from the photos, they are in excellent condition and clearly have a manufacturing defect that I am not responsible for. I would like a replacement and an investigation into the boot to save other consumers from this.

  Business Response

  Date: 10/24/2022

  We are sorry to hear that you have any concerns about your SOREL product. All of our footwear carries a one year warranty, at this time, your boots are more than a year past the warranty period. If you have any questions about the warranty or if you have questions on how to care for your boots please give our team a call they are available Monday through Friday 8am to 5pm pacific time. 

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18235155
  
  I am rejecting this response because:
  I wore the boots for one season. They have no wear and tear as evidenced by the pictures. I would like an investigation in to the poor quality of the boot. I will not purchase any Sorel item again but I am hoping to help other consumers that purchase this expensive garbage. I have been sure to tell all of my coworkers that routinely purchase Sorel and Columbia products to stay away. Shame on you.
  Sincerely,
  
  *********************************