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Business Profile

Retail Shoes

Dr Martens Air Wair U S A

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Dr Martens Air Wair U S A's headquarters and its corporate-owned locations. To view all corporate locations, see

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Dr Martens Air Wair U S A has 5 locations, listed below.

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    Customer Complaints Summary

    • 56 total complaints in the last 3 years.
    • 23 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:12/21/2024

      Type:Product 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 recieved a pair of Dr Martens **** Quad sandals as a gift and the base of one of the shoes came apart after less than three months of wear. I contacted the company for assistance, and they told me that they could not assist without proof of purchase, even though I had recieved the sandals as a gift several months before they broke. This is my third pair of Docs and I've been wearing the other two pairs for more than 5 years and I'm frustrated they're unwilling to rectify this blatant quality issue.

      Business Response

      Date: 12/23/2024

      Thank you for reaching out to us. While we do require a receipt for warranty claims to verify when the purchase was made, we'll review your case again and see if an exception can be made. Expect a response to your email ticket within 24 hours. 

      Customer Answer

      Date: 01/08/2025

      My official statement is that the issue has not yet been resolved with Dr Martens, as I still have a pair of shoes that fell apart after 3 months of infrequent wear.

      Business Response

      Date: 01/17/2025

      Hi, *******. On January 10th, you were provided with a shipping label and instructions to return your pair for a store credit via email. If you did not receive those instructions or otherwise need assistance with them, please let me know. 

      Customer Answer

      Date: 01/17/2025

       
      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. I will be mailing the sandals in question back to Dr Martens shortly.

      Sincerely,

      ******* ****

    • Initial Complaint

      Date:12/17/2024

      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.
      I received Order # ******** on Dec 6. I placed an order for 2 pairs of boots. The package that was delivered had 1 pair of boots, it came in a plain brown box that was way bigger than it needed to be for 1 pair of boots. Boots was just stuffed inside a brown kraft paper. I immediately contacted Dr Martens and file a missing item claim for boots i didnt received on that day! I get a reply in about a week and they are requesting photos of the box, shipping label and tracking number so that they can request a Damage Package Investigation with **** My bad i thrown away the box ! In my email to customer service representative, i told them that box was not damage! This is my first time placing order from Dr Martens and sooo disappointing, i was depending upon to receive what i ordered as it will be gift for someone! And since the boots i didnt received is for gifting, i was able to order the boots from different store!All i want is my REFUND for missing item i didnt received. Refund for another boots i return that was already delivered!

      Business Response

      Date: 12/19/2024

      Thank you for reaching out to us, and I'm very sorry that you didn't receive one of the items in the package. I have processed a refund for the 2976 Crazy Horse boots. Once your return has been inspected and processed, you'll receive a refund for the 2976 Ambassador boots. That happens within 3-5 business days from when the package was received. 

      Customer Answer

      Date: 12/19/2024

       
      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,

      Marwhenn Rada

    • Initial Complaint

      Date:12/14/2024

      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 EVIEE LEATHER **** **** HEELED SHOES on 11/27/24 and it was marked as delivered 12/04/24. I did not receive the package nor sign for it either. When I contacted Dr. ********************** the website was faulty and kept saying to come back in 48 hours. It eventually allowed me to submit a claim 12/09/24 in which they said it would take 3-5 days to receive a message back. Its now 12/14/24 8:00pm pst and I haven't heard anything back. Im seeking a resolution of them giving me a refund for the package.

      Business Response

      Date: 12/16/2024

      Thanks for reaching out to us and I'm very sorry that your package has gone missing. I have processed a refund back to your ApplePay account. 

    • Initial Complaint

      Date:12/12/2024

      Type:Sales and Advertising 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.
      Nov 6: ordered boots costing $170 Nov 7: email that order had shipped with *** Nov 7: *** tracker said had arrived at facility Nov 20: issued claim by dr martens due to no movement through *** Nov 21: claim approved by dr martens (said Id hear back in 7-10 business days)Dec 6: checked *** tracker. Site says claim complete to contact seller but also package will be delivered Dec 12. (Have no idea if that means I will get reimbursed or I my package was found and will be sent to me because dr martens never got back to me. I had to find this information through my *** tracker. If I hadnt just thought to check, I would not have this information.)Dec 6: reached out to dr martens with no response Dec 10: reached out to dr martens with still no response Dec 11: reached out again Dec 12: no package and still nothing from dr martens about my claim.

      Business Response

      Date: 12/12/2024

      Thank you for reaching out to us, **********. I apologize for your package coming lost in transit and for the delay in responding to your ticket. I have processed a refund back to your ApplePay account, and you should see those funds back in your account within 2-4 business days. You will also receive a refund confirmation email shortly. 

      Customer Answer

      Date: 12/18/2024

       
      Complaint: 22679342

      I am rejecting this response because:

      I never received a confirmation from them stating they had refunded my money nor have I received a refund. These would have been my 3rd pair of shoes from the company. I will never buy anything from this company ever again. I have been ignored for months, this is unacceptable, 


      Sincerely,

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

      Business Response

      Date: 01/13/2025

      Hi, **********. Thank you for reaching out to us. Because the transaction was disputed on January 4th, we are unable to process your refund. Instead, we have worked with your bank to complete the dispute so your bank can process the refund for this order. If you have not received your money back regarding this dispute, please reach out to your bank directly. 

      Customer Answer

      Date: 01/13/2025

       
      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:12/06/2024

      Type:Order 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 purchased a pair of shoes at Dr ******** online store while they were on sale on Sunday 12/1. The order arrived on Wednesday 12/4. Today on 12/5, I brought them to their retail location at ************. I asked to exchange the shoes for a size smaller. I was told I could not return them at the store- that I had to send them back separately. So, I had to re-purchase the shoes for what should have been an even exchange. I was then charged the non-sale price for the shoes and made to pay $50 more for them. they would not honor the price that I had just bought them for and provided no way for a customer to exchange a size without incurring significantly more cost. They promoted an online sale knowing that there was no way to correct an issue with fit without having to actually pay the full price of the shoe- because there was no way for the shoes to be ordered on line and arrive at anyone's home while the sale was still going on. So the sale is essentially illusory if the shoes do not fit (which I imagine happens often).

      Business Response

      Date: 12/12/2024

      Hi, *****. Thank you for reaching out to us, and I apologize that you had to purchase your pair for full price at the store .I understand that, since you've sent your email and BBB complaint, you've since been contacted by the regional manager to assist you. If this has not yet been resolved, please let me know and I would be happy to assist. 

      Customer Answer

      Date: 12/13/2024

       
      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:12/04/2024

      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 shoes from Dr. *********************** but they sent me the wrong size. I submitted a claim on November 19 to resolve the issue, but I have not received any response or update from them in the two weeks since then. I need assistance resolving this matter.

      Business Response

      Date: 12/04/2024

      Hi, ******. Thanks for reaching out to us, and I'm so sorry that the customer service team has not yet responded to your ticket regarding the wrong size being sent to you! I'm happy to get that taken care of for you. I'll be responding to your ticket momentarily. 

    • Initial Complaint

      Date:11/28/2024

      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.
      I processed an order with this company for 300$ boots and on November 18th and they went on sale 3 days later. I went to the online chat and asked if they do any type of price adjustment and the automated assistant told me that if I had purchased the boots within 2 weeks they can give me a credit for the price different. After many many attempts to get in touch with a live agent... which is never transferred me to and then kept sending me automated emails saying that I was disconnected even though I still had the chat box open, I finally got a response telling me that they can't do that and that the sale is exempt from adjustments and it's their policy, I checked the policy and it had literally been changed that day. They had not updated the virtual assistant which basically lied to me. I sent them screenshots and explained that I was promised something and I expect them to follow through. I still haven't gotten a response from that agent. I attempted to use the chat service again and again it kept disconnecting. I ended up finding a 1800 number called them but they advised me that they only handle US situations. That they will update the Canadian team to respond to me immediately and that there's no call center for ******. After being told this twice I asked to speak to a supervisor and they agreed to send me a 75$ USD giftcard to use on the site. This giftcard turned out to be useless to me as I can't order with it to ******. I still haven't gotten a response since then and their sales end tomorrow. I'm honestly livid. This has been the worst customer service experience of my entire life

      Business Response

      Date: 12/09/2024

      Hi, *****. This is ***** with Dr. *********************** My apologies for not responding to your BBB complaint. As of December 02nd, this issue has been resolved. If there's anything else I can assist with, please let me know. 

    • Initial Complaint

      Date:11/27/2024

      Type:Customer Service 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.
      The zipper on our Dr ****** boots broke. We contacted the company and they advised they would replace these and told us to return them. They provided consumer return number 203ROO9192 and a *** label. We sent the boots on Oct 25 and they arrived on Oct 31. We have yet to hear back and have sent follow up email about the status of our new boots on Nov 9, Nov 13 and Nov 26. At the time of providing a *** sticker to us they advised that a pair of boots had been set aside We would like our boots or an email regarding the status Reference numbers for contact are ****** and ****** Thank you

      Business Response

      Date: 12/02/2024

      Thank you for reaching out to us. I've just responded to your email and set up your replacement. I apologize for the delay. 

      Customer Answer

      Date: 12/02/2024

       
      Complaint: 22614116

      I am rejecting this response because:
      I have not yet received the boots and have no explanation for the numerous unanswered emails and am not convinced that the boots will in fact be sent.  
      Once the boots are received I will be satisfied that the complaint is resolved 


      Sincerely,

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

      Business Response

      Date: 12/10/2024

      Good afternoon. Per the *** tracking (1ZC758322034199665), the package was delivered today. Please let me know if you did not receive it. 

      Customer Answer

      Date: 12/10/2024

       
      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:11/21/2024

      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 bought some boots on 10/11/24 the tracking said it was delivered on 10/15/24 but I didnt see any package when I went to look for it outside.I filed a claim on 10/23/24 & was notified through email that it was approved on 10/26/24.I messaged ************ a couple times with a customer service representative starting on 10/26/24 who stated that after the *** investigation is opened that a refund will be issued.I was emailed back & told that the investigation is taking longer then usual on 11/6/24.Ive had to do *** investigations before & its crazy that its somehow taking weeks for it to be finished.I just want a refund,these boots were expensive.

      Business Response

      Date: 11/24/2024

      Hi, ******. Thank you for reaching out to us, and I apologize for you not having received a refund yet for your lost package. I've processed a refund back to your **** ending in 5954 and you should receive an email confirming this shortly. 

    • Initial Complaint

      Date:10/25/2024

      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 am writing to express my deep disappointment with the service Ive received regarding a damaged product that was sent to me. Despite the fact that this issue was entirely caused by Dr. *********************** customer service informed me that I must resolve it myself and pay for the return shipping. One of the "options" given was to donate the damaged shoes and buy another pair, which is both unreasonable and unprofessional.When I requested to escalate the situation and provided legal proof regarding the warranty, I did not receive a response. Ive followed up several times my order was from August and now it's October with no reply. Additionally, it's been over a month, and I still havent received another one of my orders.The lack of response, combined with the unacceptable handling of the damaged product, has left me extremely disappointed. I expect an immediate resolution to both issues and a response from a manager to address this situation.

      Business Response

      Date: 11/06/2024

      Hello and thank you for reaching out to us. We apologize for the delay in responding to your complaint. I understand that since you've filed it, you've been in contact with ******* to resolve these issues. I'll recap that resolution here.

      Per *** tracking 1Z972E370293925287, the replacements coins were delivered to you on October 11th. 

      Regarding your second order 80734376, per *** tracking 1Z6R96W8YW22945209, this package was delivered to you on October 17th. 

      If you did not receive any of these packages, please let us know. Otherwise, we'll consider this case resolved.

    Dr Martens Air Wair U S A is NOT a BBB Accredited Business.

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