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 Find Local Branches.

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

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  Dr Martens Air Wair U S A

  10 NW 10th Ave Portland, OR 97209

• 

  Dr Martens Air Wair U S A

  1509 2nd Ave Seattle, WA 98101-1507

• 

  Dr Martens Air Wair U S A

  PO Box 29017 Portland, OR 97296-9017

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  Dr Martens Air Wair U S A

  2 NW 10th Ave Portland, OR 97209-3106

• 

  Dr Martens Air Wair U S A

  3627 N Anchor St Portland, OR 97217-7660

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:08/13/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Dr. ********************** **** ***** in White on July 21, 2021. They were delivered about a week after. In the time between then and now, they have not been worn more than 7 times, as evidenced by the almost nonexistent wear on the soles. There is quite literally a chunk of the "leather" on them falling off, as well as another small bit that has been gouged out. I am completely bewildered as to how this can happen to a pair of $170 shoes in less than 10 wears. I have only worn these to work where I drive there and then sit at a desk all day. By looking at them, you'd think I sit at a desk made of razor blades.This is not the first time I have had quality issues with their shoes, and each time the customer support lines refuse to appropriately resolve the issue. The ****** warranty department requires you to ship back the shoes at your OWN cost and simply give you a coupon code for the amount of the shoes on their site. I have more than 20 pairs of docs in my collection, but from now on will no longer be purchasing any more based on their responses to quality issues.

• Initial Complaint

  Date:07/29/2022

  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 placed an order for a pair of sandals ($110 total) on July 9th. I received an email notification on July 10th that my order had shipped perfect, because I need the shoes for an event on August 3rd. There have been no shipping updates from *** since July 14th and now Dr. ********************** support is saying I have to wait up to EIGHT WEEKS to receive a simple pair of shoes. Completely unacceptable and unrealistic, and I want a full refund.

  Business Response

  Date: 08/01/2022

  Hi, ********. 
  
  Thanks for reaching out to us, and I'm very sorry that you've not received your package! While it can take 3-8 weeks for a package to arrive in ***********, the fact there's been no tracking update since it was dispatched leads me to believe that these are definitely lost in transit. I am sorry about that, ******** and I am happy to get this resolved for you. 

  I can definitely send out another package, but I don't have a way to get it delivered before August 3rd. If you're still interested in the sandals, I would be happy to process a full refund for you as well as have a replacement pair sent. Would that be helpful? Please let me know. 

  Customer Answer

  Date: 08/01/2022

  Please issue a full refund, as I will no longer have any use for the sandals. I have never had a package shipping from the ** to *********** take more than 2 weeks, so I recommend you revise your policies. For reference, *********** is unfortunately a colony of the US, and we use ********** and ***** just like any of the 50 states.

   

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/27/2022

  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 the Dr Martens store located in **********, **. in November 2021. After wearing the boots for the 3rd time I noticed that the patent leather was beginning to crack. I reached out to the store and because it was after 30 days I was directed to contact customer service. I was told to send my purchase receipt along with the boots which I did. I was informed by customer service that the crack is a known defect within the leather. I advised that I wanted my monies return due to I had paid cash for the items. I feel the manufacturing responsibly is either product merchandise with flaw or provide an disclosure advising that the leather my crack and allow the customer the option if to continue with purchase or not. For the company to sell the shoes with this known defect is not only misleading the customers but it is a misrepresentation and fraudulent . I was told that and E-gift card was my only option. Even after I purchased 1 item with the gift card that product was not satisfactory. The shoe was very hard and uncomfortable to walk in. I returned the show and was advise to size down which I did to no avail. The only resolution I am seeking is to received all monies returned in a refund. I do not wish to purchase anything further from this company nor should I be forced to. the law states that a consumer has the right to return items if not satisficed and especially when there is a defect present. The company is giving my the hardest time. I just want my money back.

  Business Response

  Date: 08/01/2022

  Hi, *****. 

  Thank you for reaching out and I'm very sorry for the issues you've had with your boots. We'd be happy to help. It appears that you originally purchased with a card ending in ****, not cash. We will have the refund processed back to that card, and you should see it reflected in your account within 3-4 business days. 

  Let me know if there's anything else I could assist with!

  Customer Answer

  Date: 08/01/2022

   
  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.As long as the refund is issued.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/24/2022

  Type:Order 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 7/19/22, I purchased the **** Women's Wanama leather Oxford shoes. They were displayed on the real Dr. ********************** website and marked for $78. The original price was $130. I was very excited to buy these and was glad that my size was available and my order processed. Then nearly a week later, on Sunday, I receive an email saying my order was canceled because the website was unable to keep up with the availability of stock and that certain products were oversold. As compensation, they gave me a 20% off coupon code and said that my refund would be processed in 3-5 business days. I was extremely upset because I received notice: 1. On a non-business day, 2. Nearly a week later, and 3. With poor compensation. I should not suffer because of their inadequate inventory system or website. This is Dr. **********************, not some mom-and-pop shop. They are more than capable of maintaining a website when theres traffic. If the item was sold out, I shouldve never been able to have purchased it then. The 20% off coupon code is not sufficient because nearly all products are still significantly more expensive than the item I had originally purchased. I contacted the support team about this and the employee, ********, ignored my complaint and gave me the same coupon code that I was given in the original email. I feel extremely frustrated because I feel like the company doesnt care about its customers, never takes responsibility for its mistakes, and cannot maintain a decent website. I would just like to purchase a similar product for the same price; Im not asking to be given a product for free. Im so disappointed because Dr. ********************** is/was one of my favorite brands for shoes. Its ironic how they expect me to purchase another item when my refund hasnt even been processed.

  Business Response

  Date: 07/25/2022

  Hi, ******. Thanks for reaching out to us, and I'm very sorry for the poor experience you had purchasing from our website. I know it must have been frustrating and I'm happy to help resolve this for you. While we are fully out of stock of your size on the **** Wanama, I was wondering if there was another style may have wanted as a replacement? If so, I can provide you with a courtesy 40% discount code so you can buy it for the same discount you would have gotten on the **** Wanama. Let me know when you can!

  Customer Answer

  Date: 07/25/2022

   
  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,
  
  *****************************

   

  Dr. Martens:

  Thank you for your quick response, I appreciate it. I would like the **** Women's Smooth Leather Oxford Shoes; if I have to pick an alternative, then the **** Bex Smooth Leather Oxford Shoes. 

  Again, thank you for your response and I feel like this matter is resolved! It has definitely restored my opinion of the company. 

  Sincerely, 
  *****************************

  Customer Answer

  Date: 07/27/2022

  Hello, 
  I recently submitted a complaint (# ********) and I wanted to know if I can still communicate with the company despite the complaint being closed by the Better Business Bureau. I did consider the issue resolved; however, I did not know that the BBB would immediately close the complaint as the company I filed the complaint against asked for the products I wanted. I responded and I still need the code to be sent in order for the complaint to be actually resolved. Please let me know what can be done and if any more information is necessary. I really do not want to have to go through the inconvenience of contacting the companys support team again. 
  

  
  

  Business Response

  Date: 07/27/2022

  Hi, ******. I sent you an email yesterday with the code. I'm sorry if you did not not received it. Here's what I sent.

   
  Thanks for reaching out. I've created that 40% discount code ("ESMA40") for you. It'll apply to any one item that's $160 or less, so you can purchase either the **** BEX or **** Smooth. 
   
  Let me know if there's anything else I can assist with!