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:09/12/2024

  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.

  I and my wife ordered Chisos boots, We where sent boots had damage scuffs on the side of the leather material. I contacted Chisos sent photos there representative ****** continued to answer my calls, He stated did you wear the boots I stated yes on the carpet he ask me did I scuff the boots I said no. He ask if I scuffed the souls I said no. I ask for an exchange initially he said he could do so but has to have the boots back first to inspect to make sure I did not scuff the boots. ****** initially stated the boots would be back to them in two days. I went to *** they stated to ***** 5 to 7 days. I called ****** back later and ask what do they do with the boots when they are returned he stated if they look good and not worn they sometimes will resell to someone else. Of the later call I ask would there be a chance they would sell me a pair of returned boots he stated hopefully not the second time around. I assured him I did not scuff the boots or scuff the souls at all. I was not happy with the responses from this Company and employee ****** who on the phone became sarcastic and rude with me of the later calls. I stated I did not want my money being held for 10 to 14 days and not sure if another pair of boots would be sent to me with damage and scuffs.

  Business Response

  Date: 09/12/2024

  Howdy, we have offered to exchange the product for the customer at their request OR to offer a full refund if they return the product to us. Either solution is still amenable to us and we stand by those options. We are not sure why a complaint has been filed; the customer appears to want to both keep the product and also receive a refund. We cannot do that; however we will give a full refund if the product is returned. 

  Customer Answer

  Date: 09/12/2024

  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.
  
  Regards,
  
  **********************.                            No I do not want a exchange and refund at the same time.                   I was unhappy Chisos sent me defective boots and stated did you try them on I stated yes on carpet then ask me if they where scuffed on the souls I stated no I did not scuff the souls. Then they stated we have to make sure you did not scuff the souls. I emailed Chisos back today and indicated if they would send me a brushed brown 12 D round toe without any damages or scuffs, priority after they receive the other boots back to confirm I did not scuff the boots, When I contacted Chisos back again they did not seem sure if there Wharehouse would send me further boots scratches or scuffs or send me boots that where previously returned by someone else. 

• Initial Complaint

  Date:07/12/2023

  Type:Customer Service 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 found Chisos Boots online and ordered a pair of Boots as a Birthday gift (After saving up for it)Order was placed on May 5th, I received a pair, however, the boots did not fit and the actual size was very (a little over 1 size smaller). It took them 3 exchanges and for me to take the initiative to send them an outline of my feet to figure out the sizing. During all this time, I had to spend time communicating & each time driving to *** to deal with returns etc. Once I finally received a boot that was a full size bigger, it had signs of wear and had major defects. I sent Chisos photographs and I was met with **** who basically spoke to me in a rude and condescending matter. Instead of fixing the problem and shipping a pair (given all that I've had to deal with thus far) they without any explanation canceled the exchange. When I investigated on other reviews I saw that other customers had issues with QC and lead to silence and no action. Most of the reviews and comments on ************ seem to be from fake accounts, that are intended to mislead people in creating a marketing scheme that is not representative of their brand. Not only that, when I attempted to make people aware of this, my accounts were blocked in an attempt to silence the consumer to continue their bad business practices.

  Business Response

  Date: 07/25/2023

  To *************************** and to whom it may concern,
  
  I hope this message finds you well. I write to share an account of a recent interaction with a customer that, despite our best efforts, was unable to be satisfactorily resolved.
  
  This particular customer placed an order which was promptly dispatched on the same day. Shortly after, the customer requested an exchange of size. As is customary in our service protocol, we assisted the customer in determining the accurate size and gladly covered all associated shipping costs for the exchange. Notably, the customer sought a second size exchange, and despite this being outside our standard policy, we graciously made an exception, absorbing all related shipping expenses.
  
  On the fourth attempt, the customer confirmed the fit of the boots. However, an array of complaints followed this confirmation. These criticisms ranged from the essential characteristics of our product - aspects clearly communicated to our customers through detailed written descriptions and videos on our website - to mentions of finding a more suitable product with a competitor.
  
  After thorough conversations aimed at understanding the customer's needs, we ascertained that we would not be able to satisfy his specific requirements. We communicated this to the customer with the utmost respect for his preferences, acknowledging that they were valid, but beyond our capacity to fulfill. In light of this, we offered a full refund, despite incurring over $100 in shipping costs. We understand that our products may not cater to every customer's taste and are committed to providing amicable resolutions when such instances occur. Please find attached a copy of our email correspondence that illustrates this scenario in detail.
  
  Regrettably, the customer's response to our efforts has been less than favorable. We have received a number of confrontational emails sent to our team members, messages on LinkedIn targeted at our leadership, and a series of critical comments on our social media channels, as well as those of brands associated with us.
  
  In our four years of operations, we have yet to encounter such a response from a customer or business representative. We pride ourselves on our customer care, and in this instance, we spared no effort in trying to ensure the customer was satisfied, including covering all costs and offering a full refund. At this juncture, we are at a loss as to why the customer continues to engage in this manner.
  
  Thank you for taking the time to read this. We felt it was important to keep you apprised of this situation and reassure you of our ongoing commitment to excellent customer service.
  
  Best regards,
  ***************************, Operations Manager

  Customer Answer

  Date: 07/26/2023

  Complaint: 20311777
  
  I am rejecting this response because:

  I am appreciative of your support and its great to see Chisos respond finally.  

  There are some things stated here on the response that are mis characterized. But before I get into that I want to say this: 

  Ive watched almost every video online from ******* and other 3rd parties that talk about Chisos, And I was taken by the statement that they are supported to "Represent *****, Make a boot thats built right with no compromise to quality with a comfort in mind approach" that was everything I was looking for. In all the interviews etc I saw of **********, it seemed he genuinely cared about quality, the product and customers.

  I did my due diligence making sure I order the correct size, read posts from other customers etc. And established that I was a size 8. The boot that was sent to me was tight, and I could not fit it. I thus promptly called Chisos and seeked advice. I was told to go a 1/2 size up, and I did that. Patiently dealing with back and forth drives to drop the boots off each time during this entire process. When I received the 1/2 size up, it too did not fit, At this point I was told that there can be inconstancies with sizing and sometimes they have had boots labeled different to actual size and to evaluate that the boots needed to be returned in order for their team to measure the size to verify accuracy. At this point, to avoid any more issues and also time, I sent them an outline of my feet in the hopes it would help settle this. 
  
  I do not blame Chisos for not figuring out size the 1st time around, It can happen and thats why I worked with them to seek advice, explaining where the boot was tight etc. However Chisos blaming me for having to deal with shipping in relation to getting the right size is absurd. 

  Regardless of the sizing issue, When the final 1 full size over pair was received, although it too was tight, it had several defects on the boot as outlined on my attachment with photographs, when this was bought up, ***** from Chisos accepted that some of the details were and oversight and a pair thats fully inspected by their team would be shipped out. However that never happened, I was met with an email that basically saying my Taste does not. ***** had a bad attitude on the call and had no empathy or care, lacked customer service skills and he could have spoken the the customer with the same level of respect and understanding, rather than to question ones taste etc.  

  meet the product. I wasnt asking for the moon, just a pair of boots that fit right, that was not scuffed, dinnged and or had parts shaved off.  

  One would have hoped that, after admitting to the issues on the pair that was sent, they would fix the issue and send a better pair and ensure although it was a difficult experience, that its turned to a happy customer and changed the negative experience to a positive one.  

  Mistakes happen, ** standards fall, but its how they are addressed that matter. Im not the only customer to have received a pair that was scratched  etc:

  As another customer had written: 

  "Quality Control
  Love the boots. I just hate returning things. There were some issues with quality control dings scratches several small imperfections that should not be there , especially at this price . I do understand its a hand made product. But if i had been in store i would have asked for another pair. Now mind you I am going to put some west on these boots real fast. So those nicks, scratches, dings and imperfections will just blend in. I just did not expect to see that many right out of the box. The pictures posted below are just a few. Would i buy them again. Yes. Would i return them if they come all dinged up next time? No. I do love these things. Just work on the **."

  If people are silenced in being able to say what their experience was, and only positive reviews are allowed, it would be a mis representation. I only talked about my experience and how it was met with me spending money, time and being questioned about my taste.  

  In any case, I dont want to waist my time anymore, All I ask is that Chisos, looks beyond their feelings and actually into the concerns of the customer and ** and fix these things, fixing these things will not only make them a better brand, but will help them in the long run. I as a customer get nothing out of this, but knowing that I did what I could to help someone else ideally not have this kind of experience in the future. 

  P.s. blocking people on social media for not agreeing isn't a solution, you can always respond and state your facts. Thats transiency! if your what you say you are, you should be able to hold true to that and not worry about what someone has to say. 

  Regardless of all this, I know if they were able to fix the ** issues, I will be a customer, and thats how much I loved what Will had to say about what he wants the brand to be and represent! 

  Kind Regards,
  
  *******************************************