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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:01/20/2023

      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.
      Order number ******* and the total amount was $324.00 on December 12, 2022. I returned all items from the order; however, was only partially refunded in the amount of $155. I contacted ******************** support via email and they told me that they had already refunded me. I then proceeded to file a case with PayPal because I had not been fully refunded yet. Now, ******************** is telling me that they can't refund me because I requested a chargeback. However, they have agreed that they do owe me a refund.

      Business Response

      Date: 01/21/2023

      Thanks for reaching out to us, *****. 

      I do see a couple attempted refunds that ended up failing due to the PayPal chargeback that was filed. I apologize for that! In this case, we'd need to send you out a check in the mail. I'll email you with the details I'll need to submit that check request. 

    • Initial Complaint

      Date:01/13/2023

      Type:Service or Repair 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 purchased a pair of shoes that arrived damaged (clearly visible black stain on yellow shoes) so i sent an email for assistance. This process tool way longer to even receive an email back from them. The email states that i can ship them back and once *** receives them a new pair would be expediated. Well, now customer service is telling me they are sold out. They are only offering a refund to me minus the $7 return fee. I wanted the shoes so I pushed back, She then said they will be back in stock on the 27th of January. I am ok with waiting but she says that will not work. I will receive a refund and i have to reorder the shoes at whatever price they are when i order again. This seems unfair as I bought the original pair at a discount. I am now waiting to speak with a supervisor and the rep has had me on hold for over 20 minutes for a call that has lasted over an hour. This is not how a customer, especially a long time customer, should be treated.

      Business Response

      Date: 01/13/2023

      Hi, *****. Thanks for reaching out to us, and I'm very sorry that we sold out of the item you purchased. 

      As I mentioned via email earlier today, I'm happy to submit a replacement for you to be fulfilled once we receive stock of this product. Our current estimated restocking date is 1/27 and I'll follow up with you on this date with an update. Our restocking dates are subject to change, so 1/27 is only an estimation. If we don't get stock of the shoes at that time, I will let you know and we'll figure out the best option for you at that time. 

    • Initial Complaint

      Date:12/28/2022

      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.
      Order loafers from the ** site in 12/23 for next day shipping (1-2) business days. Have not received tracking update or any update from ***************. It has been past the 1-2 business day time frame that I paid for.

      Business Response

      Date: 12/28/2022

      Thanks for reaching out, ****** and I'm sorry for the delay in shipping out your order. I've refunded your shipping charges.

      I'll send out your tracking number thru email, but your package shipped out yesterday and should be arriving to you today, 12/28.

    • Initial Complaint

      Date:12/14/2022

      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 placed an order *******. There is one missing item Vegan ************* Boot ****** Mono Platforms. I contacted merchant through the email, and merchant responded but asked me if the shipping box was damaged and take a picture of the box, so they can file a case with **** I told them I threw away the shipping box because it was my garbage collection day. They told me they unable to help with it. As I know, *** only works with lost package but not missing item. Since the box was no damage, *** will close the case on their side. Im very disappointed with their business. I want my money back so I need to file a claim with PayPal.

      Business Response

      Date: 12/14/2022

      Thank you for reaching out to us! I'm very sorry that you didn't receive one of your boots. I'd like to clarify some things before explaining how I can assist. 

      On our end, we see that all 4 items on your order shipped out, two in each package. When this happens, where we cannot reconcile what our systems say vs. what a customer received, we reach out to *** to open a damaged package investigation, in case the package was altered before you receive it. While *** investigates fully missing orders, they also investigate damaged orders. For *** to investigate, they need to see the packaging so they can determine if the package was tampered with. On our end, we use those pictures to determine if all items were inside the package (if your packaging could only fit one pair, we'd know for sure that both weren't inside). 

      Because the package has been disposed of, *** has nothing to investigate; this is why we request for pictures. In this case, I can offer you either a replacement of the Jadon or an egift card store credit for the amount you paid for the Jadon. I cannot process a refund in this case, because *** is unable to investigate and corroborate the missing item claim. 

      If you would like a replacement or store credit, please let me know which and I'd be happy to take care of that for you.

    • Initial Complaint

      Date:12/03/2022

      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.
      Purchased item , reps will not return item back in store and will only do exchange. Their is no store within 1.5 hours and when I return they charge a warehouse fee.

      Business Response

      Date: 12/06/2022

      Thanks for reaching out, *******. 

      Unfortunately, we're unable to offer exchanges for online purchases. However, as a one-time courtesy, we will not charge for return shipping for the return of order 5824962. Please note that we charge $7 for return shipping, and should you need to return another purchase, this charge will be assessed. 

    • Initial Complaint

      Date:10/01/2022

      Type:Service or Repair 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 boots a couple months ago from this company and I never got them. I told them about it and they said if they couldnt locate the boots they would give me a refund. Its been weeks now and theyre ignoring my inquiries. I just want a refund for the boots I didnt receive.

      Business Response

      Date: 10/04/2022

      Hi, ******. Thanks for reaching out, and I'm sorry that you did not receive your package. I see that a full refund of ****** was processed for you on 9/26, back to the ApplePay account used to purchased. As the package has not been located, we are still working with *** to figure out what happened with your package. Please let me know if you have any further questions.

    • Initial Complaint

      Date:09/25/2022

      Type:Service or Repair 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 boots from this company well over a month ago and I never got them. They claim the boots were delivered on August 18th but the package was nowhere to be seen and I checked the camera footage for my door and I had zero deliveries that day so I know it wasnt delivered to me. Im not sure what happened but the point remains I never got the product I ordered. *** contacted them asking what happened and they told me if they couldnt locate my boots they would give me a refund. They said it would take around **** days and that time has passed. So I contacted them again asking for a refund and they have not responded to me in a week now and they were getting back to me fairly promptly in the beginning. Ive attached the email I received promising a refund if they could not retrieve my boots.

      Business Response

      Date: 09/26/2022

      Thanks for reaching out to us, ****** and I'm sorry that you've not received your package.

      I've asked that *** continue their investigation to try to locate your package. They may reach out to you once again, so if you receive a call from ***, please answer or return their call.

      In the meantime, I've processed a refund for the order, and you should receive a confirmation email within a few minutes. The funds should be in your ApplePay account within only a few business days. 

    • Initial Complaint

      Date:09/19/2022

      Type:Delivery Issues
      Status:
      Unresolved
      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 September 8th, 2022, I made a purchase from drmartens.com for the amount of $331.64 for 2 pairs of ******************** shoes. On September 9th, 2022, I received confirmation of my order (Order Confirmation *******) with a message stating, "Once the warehouse has assembled your order, we'll get your package out to you as soon as we can. After it's been dispatched you'll receive an email with your tracking information." It is now September 19th, 2022, and I still have no other confirmations or tracking numbers. I've emailed the support team 3 times and received a single automated response that was no help whatsoever. I did get a reply on ******* asking me to send a DM, which I did, but still nothing. Their return policy states the return window beings when the order is placed, which means I'm now 10 days into a 30 days policy, AND I cannot cancel the order to avoid further hassle. I'm incredibly disappointed in this experience and ridiculously frustrated. I used to think ******************** was a cool brand with a loyal following that I was glad to be a part of. Clearly, they're just greedy, selfish thieves.

      Business Response

      Date: 09/20/2022

      Thank you for reaching out to us, and I apologize for the delay in shipping your package. Your package has shipped on 9/19, via the tracking number 1Z0T81T01220090833. Your package should be delivered to you later today, 9/20.

      Please let me know if you have any further questions. 

      Customer Answer

      Date: 09/20/2022


      Complaint: 18048521


      I am rejecting this response because it's embarrassingly lazy and ignorant of the issues. Why did it take ELEVEN DAYS, five emails, multiple tweets, a complaint on ********* and a complaint on BBB to GET A RESPONSE THAT STATED THE OBVIOUS FINALLY? Do you think I'm stupid? You should be ashamed and embarrassed by yourselves. 

      Your return/cancelation policy is a total scam. Your customer service is deplorable. You do not give a single c*** about your customers. This experience was terrible, and I will never shop for your website again. I've been in eCommerce for 5-years and shopped online even longer. I have never had such an awful experience as I had with you.


      Worst Regards,

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

    • Initial Complaint

      Date:08/23/2022

      Type:Service or Repair 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 boots and two pair shoelaces. The total of $112 has been charged from my account.I have not received an email confirming my order.I cannot locate any evidence that I placed an order, tracking number, shipment dates When I call customer service I am told by a recording that they are in a meeting and to call back later and then my line is disconnected.

      Business Response

      Date: 08/23/2022

      Hi, *****. Thanks for reaching out.

      I've not been able to locate any orders under your name or email address. Can you please verify the exactly website you purchased from? Specifically, the website URL would be helpful. I'm happy to look further to see if you've ordered from drmartens.com. Could you provide me with the last 4 digits of the card number you used, as well was the exact amount that you were charged? Also, can you verify that on your bank statement, you were charged by Dr. *********************************** you!

    • Initial Complaint

      Date:08/17/2022

      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.
      Order placed today on 8/17, order id ******* for a pair of Mens shows size 11 us, email confirmation shows women size 11, which appears to be a mistake.... I called Dr Martens immediately after receiving email confirmation, spoke with a ********* I believe is her her, she advised to wait **************************** system which did not seem accurate, a lie, She further advised she would email me if she could either cancel or change order, which also did seem accurate, also a lie... Suspecting a run around, I called back again, spoke with a gentleman whom I do not have the name, he advised there is a small window of around a few seconds before any changes could be made, cancellations and changes are not allowed, according to site terms... I then attempted to reach a manager, was put on hold several minutes, no one picked up,.. I made additional calls trying to reach a manager, was unable to do so, reps advised manager not available...

      Business Response

      Date: 08/18/2022

      Thanks for reaching out to us, ****** and I apologize for your poor experience. I'd like to clear up a few things.

      When you spoke with Virginia, she advised you that because you order was just placed, it would take her about 20 minutes to cancel the order and would send you an email once it was cancelled. I'm not sure why you believed this was inaccurate, but this was in fact the truth. Without going into too many details, when an order gets placed, it travels thru a couple different systems before any edits can be made by customer service. Once it reaches that point, we have about 30 or so minutes to make any changes before the order is sent to the distribution center for dispatch. ******** had correctly informed you that she would work on cancelling this when she was able, and would have confirmed this via email should she had been given the time.

      I do see that within the time your call with Virginia and your call with ****** began (6 minutes), a note on your order was not left, so ****** was unaware of that of the conversation you had with Virginia. For that mistake, I apologize. I can understand why at that point you felt like you were getting the run-around due to receiving different information from what you received from Virginia. 

      In your final call with ******, your order was successfully cancelled, a full refund was processed, and a cancellation confirmation was sent. Please let me know if you didn't receive that confirmation; I'm happy to resend. 

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

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