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:03/28/2025

  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.

  On 3-20-25 I placed an order (Order No.M32025032130364269) at ********************************** for 2 pairs of shoes, and paid $69.90. When I check the order status, it just says "to be shipped". I tried contacting the company without any luck, and I'm certain I was scammed.

  Business Response

  Date: 04/08/2025

  Hello ******, 
  
  Thank you for reaching out to KEEN! It appears that the site you attempted to purchase on is not a KEEN official site, authorized retailer or affiliated with KEEN in any manner. With that being said, we suggest you contact your bank and dispute the charges if you made a purchase through this site.
  
  We have turned this site over to our legal team and they are working on getting them taken down; since some of these sites are not in the ** it takes a little bit longer to get them shut down.
  
  If the site/ad you reported was found on ********, please keep in mind that it does take a while to get them removed from Meta.
  
  Anytime you have questions about a website being an authorized dealer of KEEN, you can always look on our website for a list of online retailers (link below) or reach out to us.
  
  **********************************************************************************;(US)
  *******************************************************;(******)
   
  
  Please let us know if you have any more questions!

• Initial Complaint

  Date:03/17/2025

  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.

  Bought the keen shoes 11/18/2024, have worn the shoe at least 5 times a week. I've only had these shoes 4 months and the sole is already starting to come off. Four months, not a long time. I've had seven or eight pares of Keen, the last two pairs the same thing has happened. Especially the last pair the sole come almost completely delimitated before I glued it back on. And yes, I tried to get them replaced, but what a hassle trying to ahold of keen for replacement. Both pairs of the Keen shoes were the Targhee III mid wide style. This pair isn't as old as the last pair so I might have a little more success ??????? Maybe. Not happy with the shoe, or should I say the customer service. It seems who ever they have assembling the shoes/soles in the last two years needs to go back to school .

• Initial Complaint

  Date:12/21/2024

  Type:Product 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.

  On August 27th 2024, I placed an online order at ************************ for my 7th and 8th pair of Keen shoes. ( Order # US-*******) Im a native Oregonian, and love the idea of supporting Portland Businesses. The shoes were delivered to my private mail center, as I travel extensively for work and recreation. In early December, I returned from my travels and retrieved my packages at the Business and *************** in *************** ( *********************************). I own 6 other pairs of Keen shoes, and have my size dialed in to somewhere between an 11 and an 11.5 Wide. Keen. Has record of one previous order, but I also buy Keen shoes from my local REI stores in *****************. The shoes that arrived were HUGE in comparison to all other shoes previously purchased ( and of the same size). And I was entirely bummed out because I knew that Keen has a 30 day exchange window.I reached out to Keen customer service and explained the unusual manufacturing/ size discrepancy. The online service rep ****** replied that he could not generate a return label that far outside of the normal return period due to system limitations. I am a traveling professional and a great customer. ******************** should respond to this be allowing me to exchange for a smaller size or issue a FULL REFUND. This is at its core a supply chain and manufacturing issue. There must be some sort of quality control around this sizing discrepancy ( which is a known issue and posted thousands of times on various review channels). Is Keen in the business of selling any product produced from ANY location, only to let the unwary consumers carry the burden of testing the manufacturing changes and paying for the faulty products?I demand that business ownership reach out to me and make this situation right. I have started notifying consumers of this stiff arm tactic with Keen and its customers. Lets get a resolution going here.

• Initial Complaint

  Date:10/07/2024

  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.

  KEEN Warranty Claim (#*******) *Received*Wife was gifted Keen boots...the soles completely corroded...shoes maybe 1 yr old +..The reason for the BBB review, is:1) surprised how the soles are ruined, I have shoes for many years and they are still in good condition 2) I never saw a pair of shoes completed corroded (pics attached) 3) Disappointed in the horrible BBB ratings,4) I just completed the warranty claim, and do not want to be denied a claim, so I want to stay ahead of this

• Initial Complaint

  Date:08/27/2024

  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 bought a pair of hiking shoes from Keen Footwear website on 4/19/2024 - order ************ price of the order was $172.40, including tax.I did not get a chance to wear these shoes on a hike until 08/18/2024, and on that day after the very 1st 5-mile hike in these shoes (a short hike), the right shoe started splitting apart at the toe, and both shoes rubbed my feet at the back of the heels, causing blisters.I had been a Keen customer for many years, and had good experience with keen shoes and boots purchased around 2010, 2012, so I did not expect such poor quality and discomfort from my new pair.I filed a warranty claim #******* with Keen, and Keen said they can offer me store credit for my claim. I explained that I am not interested in a store credit and would strongly prefer a refund, because I am not going to purchase Keen shoes after this bad experience - there are many alternatives on the market.Keen refuses to refund my money.This is my issue with Keen Footwear.

• Initial Complaint

  Date:08/22/2024

  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.

  Placed an order online from Keen Footwear on June 24, 2024 for a 2 pair of sandals worth $191.64 - I was supposed to use it for our travel on July 1-7, 2024 and the agent told me delivery will be 3-5 business days, however when I kept tracking it, it was out of nowhere! I even called *** and an agent said that the package was lost! So I informed Keen about it and they said I have to file for lost! When my item did not arrived on time, I called my bank and dispute the charge. Items arrived when I was gone for a trip.I sent back the item when I get back from a trip on July 11, 2024! It has been over a month and they did not issue me a refund yet! I called Keen and asked for the refund but their agent said that I need to call my bank to reverse the charge so they can issue the refund - which I did! The bank (Citi) told me it has been reversed so Keen can issue the refund! I called Keen back and they told me that UNFORTUNATELY the system cannot issue me a refund! In their website it says refund should only take 7-10 business days and it has been over a month now that they did not give me the refund and the way they talked, they're not interested in giving it to me.

  Business Response

  Date: 08/23/2024

  Hello ******, 
  

  Thank you for reaching out! I am sorry to hear about the chargeback issues. 
  Based on your account this is what I see 
  
  6/24- You placed order at 10am PST- You missed same day shipping cut off- You did not pay for Rush or Express shipping, so the shipping time frame is 5-7 business days. KEEN clearly states n our site business days are Monday-Friday 
  6/25- You package was given to **** You reached out to KEEN via chat and the chat agent explained the shipping timeframes at that time. 
  6/26- *** experienced some kind of technically issue (outside of KEEN or *** control) - You reached out KEEN via email telling us your order was lost and the delivery date changed, and you were worried they would not arrive intime of your travel date 6/30/ The agent explained that the package was still within the delivery timeframe given on our site and during the checkout process.
  6/28- *** experienced a railroad issue 
  6/29- You reached out to KEEN via chat and email and both time we explained that your order is still within the 5-7 day delivery window. You asked for the order to be cancelled, the agent explained that we can not cancel the order because it had already shipped. But the agent did offer the return link and explained you will need to return the product once you get back wince you will not be home when the product arrives. 
  
  7/1 Your product arrived still within the shipping time frame.
  7/2- You filed a chargeback with your credit card company 
  7/9- You created a return and sent the product back to KEEN. Because the chargeback had already been filed we could not offer a refund, as we attempted to the moment you dropped the product off at ***. 

  
  Because the chargeback is a banking issue we must wait out the results of the chargeback outcome, KEEN has a third party who handles all of our chargebacks so we are waiting for those results which can take up to 75 days. 
  
  I **** this clears up your timeline of events and where we are at due to the chargeback being filed prior to the product being returned. 
  
  

• Initial Complaint

  Date:05/20/2024

  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.

  Got a pair of sandals as a gift wore the sandals .. had sandals less than a year the bottom fell apart. I contacted warranty and indicated it was a gift and the bottom fell out. They had to fill out the warranty claim sent some pictures. Then they came back and asked for a receipt and I told him it was a gift. Then I contacted them and they were really rude and said they cannot do anything and I said its your product that broke apart, fix it. Ill get me a new pair of sandals. They denied me. When I call Better Business Bureau, they said it was a threat.

  Business Response

  Date: 05/21/2024

  Hello,
  
  I am sorry that you were upset that KEEN was unable to approve your warranty claim. Typically, we require a proof of purchase based on the terms of our warranty. The agent offered you warranty, despite the fact your shoes were a gift and offered a work around because you did not have the receipt. The photo you provided, showed that the shoes you were gifted were made almost 17 years ago, this sadly is well beyond the exception period KEEN sometimes offers. 
  On the form you did put the product came from Dicks Sporting Goods, we are more than happy to look at a receipt from them and reconsider the claim if you can provide the receipt. 
  
  All the best, 

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21738202
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

  to keen footwear, not only your products that you sell are very low quality. Your customer service and your representative are very rude. They have indicated they were not able to read the tag because it was worn off now youre making up stuff saying its 17 years old this is acceptable. Claim is a 17 year old product when your representative was not able to make out the production. Very low quality company and very poor customer service and representative that handle. These claims are very rude to their customers not acceptable. only resolution Im looking for replace or fix my sandals. Im not looking for money.

• Initial Complaint

  Date:03/01/2024

  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 $70 pair of shoes for my daughter and they immediately started falling apart with just light wear. I was able to return them for an in-store promo credit (I don't understand why the customers funds have to stay tied up at keen), that had an expiration date of one year. I tried on multiple different occasions to find shoes to buy, but the promo code doesn't work on sale items and it was hard to find a regular priced item I liked. So, a year went by and the credit (my money) expired! They refused to extend the date, stating it is out of their "system limitations." I requested a full refund if they couldn't extend the expiration date and that's not possible either, apparently. I am so upset with this crooked way they do business and their over-priced, poor quality shoes. This was the first time buying from keen and it will certainly be my last. I'll warn my friends and family about them, too.

• Initial Complaint

  Date:12/28/2023

  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 am writing to highlight an issue regarding the warranty coverage provided by Keen Footwear for a product I purchased through an authorized retailer, Scheels. Despite referencing the warranty page, which lacks specification on the 30-day return policys eligibility criteria, I encountered difficulty in having the warranty honored for my purchase.As a consumer and business owner myself, I value transparency and adherence to stated policies. I do not seek responsibility for external factors but merely wish for Keen Footwear to honor the outlined warranty, ensuring fair treatment of customers.I reached out to Keen Footwear for clarification and resolution but have yet to receive a satisfactory response. This lack of acknowledgment or resolution has led to dissatisfaction.I kindly request your intervention to facilitate a resolution or clarification from Keen Footwear regarding the warranty coverage for products purchased through authorized retailers. Your assistance in this matter would be greatly appreciated.

• Initial Complaint

  Date:12/13/2023

  Type:Product 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.

  Keen refused the warranty on their shoes. The shoes were bought from Keen directly. The warranty starts upon purchase but states that it doesnt start until the label is made. The warranty starts before the product is even shipped.