Business Profile

Retail Shoes

Dr Martens Air Wair U S A

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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

Customer Complaints Summary

56 total complaints in the last 3 years.
23 complaints closed in the last 12 months.

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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:01/02/2024
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.
Ordered shoes and returned them, they arrived back at the store a month ago. I still haven't received a refund. They do not respond to emails, and it is impossible to reach them on the phone.
Business Response
Date: 01/02/2024
Hi, ******. I'm happy to look into this for you. Can you please provide me with the corresponding order number? If you have the return tracking number, I'll take that too. Thanks!
Customer Answer
Date: 01/03/2024

Complaint: 21084575

I am rejecting this response because:
I haven't received a refund. The order no. is 7932707
The tracking no. for the return is 1Z6R94189037135719
Sincerely,

***********************
Business Response
Date: 01/22/2024
Thank you for providing that, ****** and I apologize that you were not refunded in a timely manner. I have processed a full refund of $161.33 back to your PayPal account. You should receive a confirmation email shortly, and the funds should be in your account within a couple of business days. Please let me know if there's anything else I can help with, ******.
Customer Answer
Date: 01/23/2024

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:12/05/2023
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.
We purchased these boots in March 2023. In July/August 2023 we noticed cracking in the bend area by toe. These cracks have now become small holes. We have contacted Dr Martens and been advised that this is normal wear and tear and not covered by warranty. We asked them To reconsider and they have not returned emails. Ticket number ****** These boots were treated when purchased and are worn by our daughter who can best be described as a book worm. She is not ****** active and this damage is not normal wear and tear. I have worn dr martens in the past as a law enforcement officer and they have lasted years. This is not normal and we would like it rectified.
Business Response
Date: 12/18/2023
Hello, *******. This warranty claim was completed as of December 12th.
Customer Answer
Date: 12/18/2023

Complaint: 20960252

I am rejecting this response because:
After contacting BBB, the company reached out to us. They indicated that the damage was still normal wear and tear but that as a courtesy they would give us a new pair
As a law enforcement officer I have worn boots to work for the past 25 years My day to day job means that the boots I wear are put through the grinder Never have I experienced this poor quality in fact after a full year of wearing my boots they are always in a condition where I can donate them to charity for others to wear
I do not accept that the holes in these leather boots is normal or anywhere close to normal for boots that are less than 6 months old
I accept the return but do not accept this as a courtesy but as part of the warranty
it appears that the standard for these boots has deteriorated $300 boots should last more than 5 to 6 months
I would like acknowledgement that the boots have been returned per the warranty and that the new boots we have will be covered under the same warranty

thank you
Sincerely,

*****************************
Initial Complaint
Date:10/01/2023
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.
I placed an order online on July 30th 2023, order number *******. I still have not received said order. The first time I contacted their customer support they said at the 8 week ***** if my item still has not arrived, they will issue a refund. Its now been over 8 weeks since my item shipped and I have not received it. *** tried contacted them via phone, email, and ******** and every time they tell me my item will arrive soon. With no other option for resolution. Its been over 8 weeks, I still dont have my product, and their customer service has been atrocious. My item hasnt updated since august 7th and **** says its likely lost in the mail.
Business Response
Date: 10/02/2023
Hi, ******. Thanks for reaching out to us and I'm very sorry that you haven't received your package. I've checked your tracking number (**************************) and it looks like the package has indeed been lost in transit. I've processed a full refund of $90.00 back to AfterPay, who will then be refunding your card within the next 5 business days. I've just sent you an email confirming that AfterPay refund. Please let me know if there's anything else I can do for you.
Initial Complaint
Date:08/02/2023
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.
order ******* July 3rd 2023 Missing items never received- full refund for 2 items sent back not received. Items not received:-Heart Shaped Leather Backpack Product code:AC807033 -quantity of 4 Heel Grips Product code:AD034000 -Shoecare Kit Product code:AC773000 -**** Women's Leather Strap Sandals Product code:23802001 ***** ***** Mono Women's Floral Boots Product code:************ inch Ribbon Shoe Laces (**** Eye)Product code:AC185001 -55 Inch Round Shoe Laces (**** Eye)Product code:AC050001 -55 Inch Round Shoe Laces (**** Eye)Product code:AC994275 -quantity of 3 Cushion Shoe Insoles Product code:AD064001 I let Dr. ********************** know on 7/13 that I still didn't receive my full order. They said they'd open a *** claims and it would be done within ********************************************************************* I've been emailing Dr Martens and calling *** back and forth for weeks to get this resolved. *** claims department says they've been waiting to hear from Dr Martens by phone call since July 14th and are not receiving a response. I tried conference calling *** with Dr. ********************** and was told DM *********** does not accept calls. *** told me that they have a contract with Dr. ********************** that makes them responsible for refunding or replacing lost packages. Dr Martens is refusing to refund me without a completed *** investigation but *** cannot complete until Dr Martens calls and *** have reopened the claim 3 times now due to me calling. Dr Martens is offering to send me a replacement package for pickup at a *** location however after weeks of frustration, I just want a refund and they are refusing that until they have a *** claim but won't work with *** to get the claim resolved. I did receive 2 items and got return label from customer service and was told return was free. First they refunded the price with no tax minus $7.05. Then they refund tax bc I asked. I'm still short $7.05 on that refund for Tarik boots and ******* boots that were returned.
Business Response
Date: 08/16/2023
Hi, *******. My apologies for not responding to your BBB complaint until today. I've sent this over via email, but I'll add my response here too.
Thanks for reaching out, *******. My name is *****; I'll be assisting you today on behalf of the management team.

Firstly, I'm very sorry that you did not receive the bulk of your order, and for how long it took for that matter to be resolved. I absolutely understand your frustration with the process and the unusually long timeline, especially given that additional actions you've had take because of not receiving the refund. This was not our intention, and I'm very sorry. I would like to explain a bit of our process regarding missing orders.

When a customer claims a package is missing, we ask for *** to open a lost package investigation. The purpose for this is twofold. We want to have *** search for the missing package and redeliver it whenever possible and when it isn't, we want *** to verify the package is actually lost before issue a refund. *** does so by issuing a claim; this tells us that *** has completed their investigation and confirms that the package is indeed lost or misdelivered. It's at this time where we're able to process a refund. In most cases, *** issues a claim to us within about 1-2 weeks of the investigation being opened. However, in the case of this investigation it took much longer. *** first closed the investigation out-right as they were unable to get in contact with you. When they did begin the investigation in *******, they closed it very quickly, stating "the investigation has been closed with a proof of delivery". Looking at the tracking history, *** closed the investigation for that reason almost 10 times. Because of this, and the high dollar amount of the items missing, we did not process the refund until we could independently verify that the items were lost. *** finally issued a claim on 8/15, so a refund was processed for the missing items at that time.

Again, I absolutely understand that, as a customer, that doesn't represent a great customer service experience and I am truly sorry for that, *******. Please know that I'll be conducting a full review of this case to see what could have been done to provide a better customer experience to you while also working within the limitations of our lost package investigation policy.

Secondly, regarding the amount that's been refunded: as of today, you have been refunded $700.84 back to your ***** out of the $700.79 you paid. There's a $.05 discrepancy between those two amounts, and I'm not immediately sure why that is. I have just processed a refund for $.05, and you should be receiving an email confirming that refund shortly. This, as well as the refund processed yesterday, should appear on your MasterCard ending in **** within 5 business days. If you do not receive these refunds within that timeframe, please let me know and I'd be happy to provide you with a receipt.

Lastly, regarding your request for compensation, I'm happy to provide that. While we're unable to process any refunds past the amount you've paid, I'm happy to provide you with this courtesy 20% off discount code: "7426923DM". This code will work on any product on our US website, except gift cards. This code will only work on cards of $500 or less. This code will expire December 31st, 2023. If you need that expiration date extended, please let me know.

Again I'm truly sorry for the poor customer experience, *******. Please let me know if I can assist further or if you have further questions.
Initial Complaint
Date:03/30/2023
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.
I have ordered the Made in ******* Bex Toe ***************** a total of three times. The first time, they were too big. I sent them back for the next size down. When I received the new boots, there were deep creases, toe scuffs, a welt separating, and no return tag on the loop. I sent them back, hoping to get a new pair with completed welts. After receiving my new boots today, I am honestly shocked. They sent me the exact boots I previously returned, with absolutely no change. I cant believe the boots were allowed to be sold to me the first time, as they are obviously returned over and over again but alas, I have now received the same pair of poor condition boots twice. The lack of professionalism and quality assurance is evident to me after this debacle, and I am seriously considering no longer purchasing Docs, if this is regular practice. These boots are limited quantity, and I have been on the email list for months. Disappointed is a severe understatement.
Business Response
Date: 03/31/2023
Hi, ****** Thank you for reaching out to us, and I apologize for the poor experience purchasing this pair. I can definitely understand your frustration receiving the same pair of shoes twice and I'm happy to help turn this experience around. Firstly, would you be able to provide me with some pictures of the shoes you just received? I'll be taking those to our operations team as I'll be escalating this issue with them. I don't want this happening to another customer & I need to understand how this happened to begin with to prevent it from happening again.
I see that you were given a 20% off discount code to use on a future order, but I see that the orders you placed on 3/25 and 3/30 are using a different coupon code of a lesser amount. I would be happy to process a 20% discount off your most recent order due to the poor experience. You should be receiving an email confirming that refund, and the funds should be back on your **** within a few business days.
I've also sent you a return shipping label so you can return order ******* at no cost; I've waived the return shipping costs.
Please let me know if there's anything else I can do to help, ******

Customer Answer
Date: 04/01/2023

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:03/09/2023
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.
So I let *************** know about my package missing and they refused to help me and even though the police department sent them a email and their number was provided they refused to help me after they failed to give *** my number and they couldnt give information I will eventually *** if my refund back to original payment isnt taken place because I did everything I been have a. Police report number 13-8999601 and the order number is #******* for the **** Women's Smooth Leather Lace Up Boots im disgusted they didnt even care my father in law passed away.
Business Response
Date: 03/14/2023
Thank you for reaching out, ***** and I'm very sorry about the lost package and for your father-in-law passing. A refund has been processed back to your **** ending in **** as of March 10th, as *** completed their lost package investigation and were unable to locate your package.
Initial Complaint
Date:02/24/2023
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 was recently gifted a pair of Dr Martens made in ******* **** Ventile boots. Ive previously bought 3+ pair of Dr Martens over the years. From retailers and direct from Dr Martens in 2018. The new gifted pair lost the right insole when moving. As insoles they should be replaceable. When I reached out to Dr Martens to ask how to replace that insole, as the shape of the last and material are specific, their CS rep started leading me in a circuitous and unhelpful series of emails where they kept refusing to answer the question of where I could get a replacement right insole for this particular boot. I didnt ask for a free replacement boot or anything. I just wanted a new right insole. I was willing to pay and said so. It is a transient item and should be easily available when they wear out. They refused at first because I was gifted the item and didnt know the order number, but despite being a past regular customer. The second refusal to help wasnt specified but seemed simply to stop our conversation. They even tried in the last reply claiming they couldnt provide my solution because my 2018 order was a ** 7 size. It was. Which is a US 8, the insole size I specifically requested in my first contact form request on this issue. Its clearly a backhanded but idiotic attempt to discredit my claim.
Business Response
Date: 02/25/2023
Thank you for reaching out, **** and I'm sorry to hear that one of your insoles got lost in your move and that you've not received adequate assistance when you emailed us
I would be happy to send you out a replacement pair of insoles, but unfortunately we do not carry the exact insoles that came in the **** Ventile or last-specific insoles, Made in England or otherwise. Of the replacement insoles that we carry, I believe this would be the closest fit - ****************************************************************************. If you'd like me to send out a complimentary pair, please respond here or in your email thread with your address.
If you didn't want this insole and would prefer a more exact-fitting insole, we can provide you with a repair reimbursement of up to $20, should you decide to take these to your local shoe repair for a custom insole. We would just need a copy of your receipt showing the repair, as well as your address.
Customer Answer
Date: 02/25/2023

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. As long as they do provide the offered solution as stated.

Sincerely,

*********************
Initial Complaint
Date:02/14/2023
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 online from **************** a pair of boots on December 3, 2022. Womens size US 10, **** Bex, black smooth leather. They have been worn by me, a 62 year old woman, to the grocery store/shopping, and walking my dog and I have worn them maybe 6 times. I am not sure how the toe was damaged as I did not see it until the last time I put on the boots. But there is a rip in the leather on the top of the right toe of the boot. I expected that for the price the leather would be of much better quality. I have several other pairs of leather boots that I paid half the price for, which I wear all the time and none of which have any marks on the leather whatsoever. So this was quite a shock to see that these boots cannot handle even gentle wear without severe damage. I have to assume that this is just a bad piece of leather to have such severe damage only after minimal wear. I have contacted *************** customer service and they have refused to stand behind their merchandise. They want to say this is just normal wear but for the price and only a handful of wears this is not normal by any standards.
Business Response
Date: 02/16/2023
Hi, ******. Thanks for reaching out to us, and I'm very sorry about the damage to your boots.
I've reviewed the pictures you provided us and I don't see anything indicative of a defect here. I absolutely see the scuff on one of your boots, but our boots can become scuffed if if the leather makes contact with something abrasive. This could have happened at anytime; right when you got them or years after you've been wearing them. It's not indicative of the leather being defective, though I do understand that it's unsightly.
As a one-time courtesy, I'm happy to set up an exchange for a new pair, under the condition that we will not offer you an exchange or return for normal wear-and-tear again. If this is something you agree to, let me know and I'll set up the exchange for you.
Customer Answer
Date: 02/16/2023

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:02/02/2023
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.
ORDER # ******* WAS SHIPPED AND RETURNED DUE TO SIZING. I PAID FOR EXPEDITED SHIPPING DUE TO A FUNERAL BUT THE UNFORTUNATELY DID NOT FIT. DR MARTENS KEPT THE $34 SHIPPING FEE AND DID NOT REFUND IT. I WOULD NOT HAVE ORDERED FROM THEM IF THEY EXPLICITYLY STATED THAT NO SHIPPING REFUND WOULD BE PROCESSED. VERY CLASSY
Business Response
Date: 02/02/2023
Thank you for bringing this to our attention and I apologize that we did not inform you of that policy.
I do see that there's no mention of expedited return shipping charges not being refunded upon return. I've requested that that information be added to the returns page ASAP. In the meantime, I've processed a refund of $27.16 back to ******, who will either refund you or cancel that amount from any future payments you have left.
Initial Complaint
Date:01/27/2023
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.
I have packed ******* & ******* in the same box and used the shipping label Dr. ********************** provided for ******* to return. The package was delivered to Dr. ********************** on 1/20/23. The refund should be $106.09+$162.38-$7=$261.47.However, the refund confirmation I received was for ******* which I have never returned. Actually, ******* was not even delivered to me until 1/21/23.I have sent Dr. ********************** tons of requests to correct this issue, but Dr. ********************** just continued to ignore my requests. Dr. **********************, please correct your mistake immediately by refunding me the correct amount of $261.47.
Customer Answer
Date: 01/27/2023
My name is ****************. The name I put for Dr. ********************** order is my initials, TT.
Business Response
Date: 02/01/2023
Thanks for reaching out, ******* and I'm sorry for the confusion with your return/s. I'm happy to help.
First things first, I will need to reach out to the returns team at our distribution center to verify that both items (27371001-030 & 27974076-040) made it back in your package. I do see that the tracking indicates the package was delivered on 1/20, however because we're in in a heavy returns seasons, it's taking a bit longer to inspect and process each return. Please standby as I wait to hear back from them. Once I can confirm that both item have been received, I will have the remaining refund processed for you. I say remaining because you were already refunded $84.44 on 1/23 (erroneously for order 7030667) and $21.65 on 1/30. This means 155.38 would be remaining.
In the future, if you have multiple orders to return, please do not return them in one box. We ask that you return them separately, using the shipping labels we provide you. This will prevent this situation from happening in the future.
Customer Answer
Date: 02/03/2023

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,

T T

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