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:09/16/2023

  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.

  This complaint is in regards to warranty claim *******. I submitted a claim and it was determined a receipt was required based on email response. When I called in about the matter before the email response ******* mentioned that a receipt may be required depending on the details. All other info was provided as required. The business requires you to create an online account with then by the way which I found unusual. That was the only method as described by ******* that day when I called. I happened to locate my credit card receipt (proof of purchase) and appears the purchase was in June 2023 timeframe. The shoe failed and sole is falling off. The company claims its a 2017 discontinued style. The shoe costs $175 plus. Why is it failing already? The claim was denied.

  Customer Answer

  Date: 10/13/2023

  No response from business.

• Initial Complaint

  Date:07/20/2023

  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.

  Purchased shoes which are defective on the inside of the shoe where stitching is and material gets wet it flips over and the material along with the thread then rub a raw spot on your foot. My husband and I have the exact same problem in 2 different sets of shoes. I want to return them for a refund, not a credit as I don't want another pair of shoddy made shoes.

• Initial Complaint

  Date:06/13/2023

  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 would like to express my experience with Keen regarding a recent purchase of shoes for my children. While the majority of the transaction went smoothly, there was one pair of shoes that turned out to be defective. I reached out to Keen to initiate a warranty claim, and I must commend them on their efficient and friendly handling of the process. As a gesture of goodwill, they provided me with a promo code worth $65 to be used for my next purchase at Keen. (claim #WKCA1456013OR)Since receiving the promo code, I have been actively searching for suitable shoe models and sizes for my children on the Keen website. Unfortunately, I have been unable to find any that meet my requirements. It has taken nearly two years, but I have finally discovered the perfect items to purchase from Keen. Excitedly, I attempted to redeem the coupon, only to discover that it had expired. I have made numerous attempts to contact Keen in order to resolve this issue and request either a new code or a solution to the problem. However, each time I reach out, I am informed that they are unable to assist me as the code has expired, thereby implying that the warranty claim was not fully utilized.At this point, I kindly request your assistance in escalating this matter to the **************************** My primary objective is to find a resolution and have my coupon code renewed so that I can apply it towards purchasing new pairs of shoes for my children. I genuinely hope that you will review my case and consider extending another coupon code to ensure customer satisfaction. I sincerely appreciate your attention to this matter. Thank you in advance for your assistance.Best regards,

• Initial Complaint

  Date:06/02/2023

  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 purchased shoes dec 2022. the soles started falling off april 2023. theyre under warranty. keen approved my warranty "claim," and now, in stead of replacing the shoes i bought or issuing a refund, theyre demanding that i sign up on the internet to receive "credit."i have asked for a supervisor or someone with the power to fix this, and i have never received a return phone call.

• Initial Complaint

  Date:04/18/2023

  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.

  Purchased 2 pairs of Keens (one shoe, one boot) on 11-28-2022. Keen has a one year warranty. In march 2023 I noticed cloth material around tongue and shoe opening fraying, since then stitching has popped and rubber sole has become disconnected. Keen rep ***** suggested calling a "cobbler" to fix shoes at my expense. Keen rep ****** ignored my issue with submitting an online claim. Keen rep ****** repeatedly stated I had to sign and agree to their warranty in order to submit a claim, while agreeing I had provided them all the information they needed via email to process my claim. Keen **************** Manager ******** (and rep ******* repeated blackmailed me with I had to sign and agree to their warranty thereby waving my consumer rights and giving them sole discretion on remedy or else they will not file my claim. Manager ******** also stated I could return the shoes at my expenses and they would get back to after 3-4 months on their decision. Unless I sign, they will not process claim, knowingly in clear violation of the Consumer Protection Act, knowingly selling defective merchandise, knowingly false advertising, no country of origin on website, and blackmail. No one can explain why I have to sign their unconscionable warranty or offered a clear resolution. I obviously do not want the same defective shoes or dealing with this unscrupulous company.

• Initial Complaint

  Date:02/21/2023

  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.

  Third pair of shoes that have failed with sole releasing from the boot. I thought perhaps changing the style would provide different results. These are not heavily worn boots.

• Initial Complaint

  Date:11/07/2022

  Type:Customer Service 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 shoes on 9/6/2022. I received them much later than that. Within less than a month of use, the soul on the bottom of one of the shoes is ripped away. The quality is not up to the warranty standard. I filed a warranty claim which required a lot of work on my end. Now *** wants me to return the shoes for either a refund or replacement. The problem is that I have no other shoes to wear. I dont believe given the evidence that *** already provided that I should need to return these. Ive ducted them so that they are semi functional until I can get a new pair. I think it is inappropriate to require that I return them as I will not have any shoes left to wear. That is not good business practice and I am very much disappointed in the quality of both the shoes and the quality of customer service. When did this company stop caring about its customers?

  Business Response

  Date: 11/07/2022

  Im reaching out to see if we can remove complaint #********. This is for Keen shoes, which is a separate company and not affiliated with us.

   

  Let me know if theres anything else I need to do.

  Thank you,

   

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

  Associate Manager, Policy & Abuse

  Ingenio, LLC

• Initial Complaint

  Date:09/24/2022

  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.

  Last month I purchased a brand new pair of Keens from a retailer on **** that sells only new close out and discontinue fashion items. I have an existing pair of Keen sandals that I've been wearing for the past 5 years, which are still an excellent condition, but I decided to treat myself to a new pair in a fun color. I ordered the new ***** colored Keen sandals in the same size as my existing sandals, only to find out that they were very tight. Luckily, the **** seller had multiple pairs of the same sandal in different sizes and I was able to size up a half size. When I received the new sandals I still thought they were terribly uncomfortable, rubbing on the side of my toe, but I figured there's probably a breaking in period and maybe once they got wet a few times they would start to stretch out. Well I got them wet for the first time yesterday and when they dried the rubber toe protection on each sandal had completely separated from the shoe. I immediately contacted Keen through ******** providing them photos of what had happened and they encouraged me to file a warranty claim through their website since they warrant their craftsmanship for one year from the date of purchase. I submitted an initial email to Keen regarding my issue and they emailed me back informing me that they only warrant their craftsmanship if the shoes have been purchased directly from their website. I have never heard of anything so ridiculous. If I am able to provide proof of purchase of a brand new product there is no reason why they should not warrant the quality of that product.

  Business Response

  Date: 10/05/2022

  Hello,
  
  Thank you for reaching out. Sorry to hear the shoes you bought from E-bay did not work out for you. 
  
  Based on the the terms of our warranty it clearly states that: Products acquired from unauthorized dealers and aftermarket sources such as online auction sites, liquidators, consignment shops, private sellers, sales samples, promotional products, and final sale/warehouse sales are not covered. The reason for this is because we can not speak to the authenticity of the product you have received, as well if the product was acquired by the seller in a legal manor. 
  
  Again we will are sorry that you do not agree with the policy and we will share you feedback with senior leadership 
  
  All the best, 

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18124729
  
  I am rejecting this response because:

   

  I don't know anyone who would go online and read the warranty policy of a product before purchasing it.  This is simply your way of not having to stand behind your product.  I have purchased shoes from many other reputable shoe companies such as ****** who 100% stand behind their product if their is a defect regardless of where it was purchased. And the fact that you're not even willing to fix the shoes after a complaint was filed just goes to show what a terrible company you must be. You should be ashamed that you sell such overpriced pieces of trash.  
  
  
  ***************************

• Initial Complaint

  Date:09/22/2022

  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.

  On September 3, 2022 I placed an online order for shoes a Keen shoes discount store: Keen boots outlet <*********************>Keen boots outlet A few minutes after I placed my order I received an email from the company verifying the purchase (see attachment)Keen boots outlet <*********************>However, after placing the order and making the payment. I have never received any additional contact from the company. I have checked my order status every day since and it has not changed from payment received. I have emailed the company several times but they do not respond and the email link on the website, their is no number in the phone link, and the chat link does not work, so other than email; which they have not responded to, so there is no other way to contact them.Also, after searching online for the company address ************************************************************************************** I found complaints about the business at that address from BBB stating that other customers had been scammed and never received their merchandise, apparently they claim to sell other items online through other business names, furniture, etc.I assumed that by using pay pal to make a purchase I was safe as it was my understanding that pay pal vets their business customers and does not allow fraud to occur via pay pal payments.

  Business Response

  Date: 10/05/2022

  Greetings,
  
  Thank you for reaching out to KEEN, **** The website reported is not a KEEN official site or an authorized retailer. If youve made a purchase through this site, we suggest you contact your bank and dispute the charges.
  
  We have turned this site over to our legal team and they are working to remove it as quickly as possible.
  
  If you ever question whether a website is an official dealer of KEEN products, proceed with caution. You can always visit our website for a list of authorized KEEN online retailershttps://www.keenfootwear.com/stores/online-retailers/or reach out to us directly with questions.
  Please let us know if you have any questions or need any additional information.
  
  Best,

• Initial Complaint

  Date:09/13/2022

  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.

  Bought shoes from your website. The sole split after about 4-5 months. keenfootwear.com ORDER #: KUS7645335. I was told at the toll free # when I called that I needed to wait one to two weeks after I submitted photos to be able to order a warranty replacement for these defective shoes, and the rep refused to look at and approve the warranty submission while I was on the phone, and refused to transfer me to the warranty department to do the same. This is an unacceptable delay. I would like you to ship out a replacement with expedited shipping by Monday September 12 for the inconvenience of having to file this BBB complaint to get reasonable warranty service.

  Business Response

  Date: 10/05/2022

  Hello,
  
  Thank you for reaching out! We are sorry to hear that you had an issue with your shoes.
  It is true our warranty is -10 business days from the date filed as stated on our website and the warranty claim. Which is better than all of our competitors offer. 
  It also appears that the was approved as a 1 time courtesy as they were not a manufacture defect but normal wear and tear from a well used shoe and your claim was handled 7 days after your claim was filed, which is in line with our policy. 
  
  Looks like you have been taken care.
  
  All the best
  
  KEEN

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18022231
  
  I am rejecting this response because this was an unacceptable delay in response to my warranty claim. Furthermore, KEEN did me no favors by honoring the terms of the warranty; a sole that fell apart after a few months of normal use by a child is not, in fact, "normal wear and tear."
  
  Sincerely,
  
  ***********************