Complaints

This profile includes complaints for Tecovas Fine Bootmakers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Tecovas Fine Bootmakers has 41 locations, listed below.

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  Tecovas Fine Bootmakers

  901 E 6th St Ste 300 Austin, TX 78702-3239

  
• 

  Tecovas Fine Bootmakers

  1333 S Congress Ave Ste 200 Austin, TX 78704-2569

  
• 

  Tecovas Fine Bootmakers

  15900 La Cantera Pkwy Ste 5520 San Antonio, TX 78256-2427

  
• 

  Tecovas Fine Bootmakers

  2341 N Main St Fort Worth, TX 76164-8518

  
• 

  Tecovas Fine Bootmakers

  729 Washington Ave Ste 100 Waco, TX 76701-1359

  

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:02/25/2025

  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.

  Ordered a pair of boots from Tecovas on January 11, 2025 (Order #*******). Due to sizing issues, exchanged for another pair of boots (Order #*******) which were received on January 25, 2025. Due to similar sizing issues, initiated another exchange with Tecovas.The last pair of boots were sent back to Tecovas and delivered on January 30, 2025. As of today, February 21, 2025, I have not received the exchanged pair or a shipment notification from Tecovas.Inquired with Tecovas team on February 12, 2025 about the status of the return. Informed that boots had not been shipped, that Tecovas underwent an annual inventory count and that no boots would be shipped until finalized on February 7, 2025. This was not disclaimed by Tecovas when I initiated the exchange.Requested a refund, as opposed to an exchange, on the same day. Informed by Tecovas team that refund was not possible and that boots would ship 7-10 business days from the day the inventory count finalized (February 7, ******* is now February 21, 2025, three full weeks from the date the last pair of boots were delivered to Tecovas, Tecovas has not shipped the exchanged pair, and refuses to offer refund.

  

  Business Response

  Date: 02/28/2025

  Dear *****,
  
  Thank you for reaching out and for your patience as we worked through this process. We sincerely apologize for any delay in processing your return and exchange.
  
  As mentioned, we recently conducted our annual inventory count, which temporarily impacted our fulfillment timeline. Additionally, we experienced unexpected technical issues with our platform, which caused further delays in processing returns. We understand that this has been frustrating and truly appreciate your understanding.
  
  We want to assure you that your refund has been processed, and yur exchange order has been processed and we'll ensure it will be on it's way as soon as possible. You will receive a confirmation email with tracking details once your new pair has shipped.
  
  Please let us know if there is anything else we can do to assist you. We truly appreciate your support and value you as a Tecovas customer.

  Customer Answer

  Date: 03/03/2025

  Complaint: 22973739
  
  I am rejecting this response because: it has now been over a month since Tecovas received my returned item. In that time frame they have not shipped by replacement pair, which leaves no reason why a refund could not have been issued in the first place. 
  

  I do not want the boots, and I do not want to go through the hassle of returning the boots - that Ive made clear I do not want. 
  

  I will only accept a prompt refund of my money. 
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 03/18/2025

  Hey *****, 

  To confirm, we did process your return in February. We sincerely apologize for any misunderstanding or inconvenience regarding your recent request. Weve processed a full refund for your order to ensure your satisfaction. If you have any further questions or need assistance, please dont hesitate to reach out to our team.

   

  We appreciate your understanding and thank you for being a valued customer.
  
  

  Customer Answer

  Date: 03/18/2025

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

• Initial Complaint

  Date:02/18/2025

  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.

  I am writing to express my disappointment with a recent blueberry **** men boot purchase. The item I received does not match the product pictured on your website. The pictures online show a perfect crafted pair. The boots I received have a noticeable hole in the caiman leather, and the outer sole is chipped, indicating quality issues. This is not the level of craftsmanship I expected from your brand, especially given your reputation for high-quality products. Additionally, my experience with customer service has been far from satisfactory. After waiting on hold for over 45 minutes, I was hung up on without any resolution. I used a 20% coupon code that I earned, and all Im asking is for an additional 20% off due to the quality of the boots. I went to a store and purchased a second pair thinking it would be in better shape but it was not. So I returned it and kept the one I purchased online. This lack of support has further frustrated me. Given the time and effort I have spent contacting your customer service team, I am requesting a 20% discount on my purchase price as compensation for the inconvenience and the defective product. I am also aware that other customers have expressed similar dissatisfaction on social media, which raises concerns about the consistency of your quality control and customer support. I look forward to a prompt resolution and hope that we can find a fair solution. Purchased price was $601.87 so the adjustment should be for $120.37.

  

  Business Response

  Date: 03/05/2025

  Thank you for reaching out and sharing your concerns. We sincerely appreciate your feedback and understand your frustration. At Tecovas, we are committed to providing high-quality products and ensuring customer satisfaction.
  
  If a customer is not fully satisfied with their boots, we are happy to offer a replacement or refund within 30 days of purchase. However, in this case, due to the popularity of the style, we were unable to facilitate an exchange. A 20% discount was initially applied to your order, and an additional discount was also offered as a goodwill gesture. Additionally, after reviewing your concerns, we did not find any noticeable defects that would warrant further adjustments. However, we value your feedback and have shared your comments with our quality control team for continued evaluation. 

  We also apologize for any frustration caused by the difficulty reaching our customer service team. Your time is important to us, and we strive to provide a smoother experience for all our customers. If theres anything else we can assist with, please dont hesitate to reach out.

  Customer Answer

  Date: 03/05/2025

  Complaint: 22955445
  
  I am rejecting this response because:

  The pair of **** Caiman boots I received in the mail are defective. The pictures I submitted show the defects. If you dont want to acknowledge the defects, thats on YOU. I purchased a second pair at a local store and ended up returning because they were also in bad shape. I applied a 20% discount code, it wasnt applied automatically or by YOU. Yes, after being hung up on by your customer service representative because your call center was short on staff, a rude manager called me and offered a 10% discount and I said no because that was not enough for me to keep the defective boots. Why dont you have your CEO (***** *******) call me to discuss this further. I asked for another 20% to be applied to my order due to the quality of the boots, my time calling customer service, and the overall customer service experience. 
  
  Regards,
  
  C ********

  

  Business Response

  Date: 03/19/2025

  Dear *********,

  Thank you for taking the time to share your feedback with us. We sincerely apologize for the experience you've had, and we appreciate the opportunity to address your concerns! After reviewing your order and our previous interactions, wed like to offer additional context and clarify our approach.

  Firstly, we acknowledge your concerns about the quality of our products. We understand the importance of delivering a great customer experience, and as a gesture of goodwill, weve offered multiple discounts and partial refunds, per your request, to ensure your satisfaction.

  Regarding your wait time, we apologize for the extended hold. While you were eventually able to speak with a representative, our two supervisors were assisting other customers at the time of your call. This is not typical, and we understand the frustration it may have caused. Following that, one of our representatives reached out via email to request photos of the issue you reported, and our Team Lead returned your call later that same day to address any further concerns.

  Please note that a 20% discount was applied to your order as a result of a previous complaint, and our Team Lead also offered an additional 10% discount should you decide to keep the pair. We also provided the option for a full return and refund, which was declined.

  As a reminder, our exotic leather products do exhibit natural variations in color, texture, and pattern due to the individual nature of each hide. Weve highlighted this on our website to ensure transparency and set proper expectations, as stated on the product page: "Please note: No two authentic animal hides are exactly the same. Color, texture, grain, and pattern variation can be expected from piece to piece."

  After reviewing the photos, our Team Lead determined that the product does not have any defects. However, we are still happy to process a full return and refund if you are not satisfied with your purchase. We believe that the best way to ensure you are fully happy with your purchase is to provide an exchange or return, rather than offering repeated discounts or partial refunds. We would love you in a perfect pair of boots youll cherish for years to come!

  You can initiate a return by visiting our website at ******************************. If you have any further questions or need assistance, please dont hesitate to reach out to our customer service team by phone at ************************** or e-mail at ********************************* Thank you once again for your feedback, *********. We hope to resolve this matter to your satisfaction!

  Best,
  Tecovas **************** Team

  
  

• Initial Complaint

  Date:01/02/2025

  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 ordered a product, returned it and have not received a refund and am still being charged for the item.

  

  Business Response

  Date: 01/02/2025

  A refund for your order was processed on 12/31 in the amount of $269.01.  Please see attached email notification.  Please allow your financial institution up to 10 business days to make those funds available to you.

  Customer Answer

  Date: 01/03/2025

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

• Initial Complaint

  Date:10/30/2024

  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.

  I bought a pair of boots at the end of September and returned them and have been given conflicting info by multiple people from their customer service as to when I will receive my refund. They have my money and the product that i returned, at some point this is thievery. They are incompetent at assisting in a simple refund, and the company itself is a joke. Buy Lucchese, and boycott this company from ******.

  

  Business Response

  Date: 11/20/2024

  Hello Ariana, 

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for any miscommunication regarding your refund and for any inconvenience this has caused.
  
  After carefully reviewing your case, we found that we attempted to process your refund in September. Unfortunately, because a dispute was filed through your bank and remains pending, we are unable to issue the refund at this time. This limitation is due to the dispute process, which blocks us from proceeding until the case is closed or resolved. We recommend reaching out to your bank to update them about the status of the dispute. Once it is cleared by your bank, we will be able to promptly issue your refund once permission is granted.
  
  Thank you for your patience and understanding as we work through this matter. If you have any further questions or need assistance, please dont hesitate to reach out. We are committed to resolving this as quickly as possible for you.

  Thank you. 

• Initial Complaint

  Date:04/02/2024

  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.

  My wife sent the following to the business via email. Order # is ******* I am contacting you today regarding our order of the Ranchman hat in the color Silverbelly, size ordered was 7 1/4. My husband has a couple of cowboy hats all from different brands. All in the same size to fit his head securely. He hadnt had a fitment issue with a cowboy hat before. This is not the first time that we have noticed sizing issues from your brand, specifically *********************** Out of respect, quality control should be taken seriously on this item, and especially for the price that you are asking for it. Im reaching out so that this issue is brought to your attention. I find it rather alarming that we purchased a hat in the size that should fit my husband, but that upon further investigation it comes down to the fact that the hat is measuring smaller than what it should, even being labeled as 7 1/4. This measurement is not as advertised in our purchase.We went back and forth via email. Then they said this: Thats no problem at all! As long as The Ranchman Hat is in unworn condition, wed be more than happy to make an exception here and extend our return/exchange policy outside of 30 days. That being said, would you mind sending a few pictures of your Ranchman Hat at your earliest convenience? Please include pictures of the front, sides, and bottom of The Ranchman Hat. After sending in the photos of the hat in perfect condition they offered an exchange or store credit. I told them why I didnt want an exchange or store credit. I dont want to purchase another hat from them because of the quality control with their sizing. I want a refund back to my original form of payment. We will not be purchasing accessories or clothing from Tecovas, I kindly asked for them to speak to a supervisor about giving us a refund on my card, but they seem to just beat around the **** when I have asked twice.

  

  Business Response

  Date: 04/11/2024

  Hello ****, thank you for reaching out to us regarding your purchase and sharing your feedback.
  
  We sincerely apologize for any inconvenience you may have experienced. We understand your concerns and always strive to ensure our customers are satisfied with their purchases. We genuinely value your input and take it seriously, so rest assured, we will be sharing your feedback with our Product Team.
  
  As per our return policy listed on our website, we kindly request that all items be returned within 30 days of purchase and in unworn condition. This policy helps us maintain the quality of our products and ensures fairness to all our customers.
  
  While your order was from June 2022, as mentioned, we would be happy to issue a store credit or provide a replacement for another available product at the same price due to the age of the order and the product being worn. We also offer hat shaping at our retail locations which could definitely improve the fit. We highly recommend you visit one of our locations near you, and our team would be happy to help!  
  
  Once again, we apologize for any inconvenience caused and appreciate your understanding. Please don't hesitate to reach out if you have any further questions or concerns.

• Initial Complaint

  Date:02/05/2024

  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.

  I drove to *********** from ******************************************** the state to see what size would be the best fit. Fellas there were more than accommodating and very friendly. Found the size and ordered the specific model boot I wanted in-store 1/25. The issues comes thereafter; the outlet store is clear of any fault or accusation. I send an email to the company on 1/6 to inquire a shipping eta, as it has been longer than listed. I was informed a few hours later via email it was being processed and that I should have it my way soon. At 17:00 EOD of that very same day, I received an email claiming that a refund was processed. I was furious, as I was given no clarity as of why this was done without notice, especially seeing I reached out earlier the same day. The following day, I call the number listed on their website. ******** answered and was very calming and helpful. She said she saw no reason why it was refunded and [reached] out to a manager to came back and tell me the boot was out of stock everywhere, offering a 15% coupon for the miscommunication. Still very upset with the lack of communication and waste of my time, I said fine and kindly ended the call. Sitting on the lack of transparency for a moment, I called back to speak with the manager to explain the lack of said transparency. Her rude and stuck-up attitude sent me more fuming. She then said they are out of stock everywhere; I then challenged with how come I can order it from your website right now (which she said was not possible). She then pulls it up herself, sees that it in fact is, and told me Ill let my marketing know to correct it, its out of stock. She even stretches to the length of blaming their 3PL warehouse. I, seeing she is now lying, then ordered directly off the website with the same code they sent me. Today, 2/2/24, at my doorstep, arrived the same model and size I was told was out of stock everywhere. This deceitful customer service is disgraceful and unacceptable.

  

  Business Response

  Date: 02/12/2024

  ********** - thank you so much for taking the time to leave feedback!
  
  Firstly, we'd like to apologize for your experience. After reviewing phone calls and e-mail interactions, wed love the opportunity to add a little further context! Upon placing the order on 1/25/24, it appears this item accidentally oversold! Unfortunately, we do not have a back order option, so a full refund went back to the original payment method on 1/31/24. We refunded the order as soon as we were aware of the problem (6 days after the original purchase)!
  
  After speaking with an agent and a supervisor, we provided a discount code for a future purchase for the inconvenience! A new order was placed on 1/31/24 and the boots were successfully fulfilled and delivered on 2/2/24! 
  
  Additionally, we want to acknowledge that while we strive for accurate inventory management, there are occasional instances where inventory discrepancies may occur due to the rapid pace at which our products are sold. We are continuously refining our systems to minimize such occurrences and ensure a smoother shopping experience for all our valued customers.
  
  Please note, our Leadership Team has closely reviewed all mentioned issues and are always taking proactive measures to improve the customer experience!
  
  Regarding your refund request, if youd like to return your order, you may review our return policy and initiate the return at www.tecovas.com. If you have any further questions and need any assistance at all, were here to help by calling 1-833-TECOVAS or e-mailing our team at ********************************* Thanks again for your feedback!

  Customer Answer

  Date: 02/12/2024

  Complaint: 21238483
  
  I am rejecting this response because:

  This is a limp echo chamber response and not accepted. I care not about the refund; the attitude and outright lie gets me. Lies are never good business practice, period. Stand behind poor management as you please, I will never do business with or support this company. **** be a firm effort of mine to  encourage associates and clients to follow suit. Being wary from the start I shouldve trusted my instinct and steered clear.
  Bless ************************* soul.
  

• Initial Complaint

  Date:10/19/2023

  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 have a $292 gift card from Tecovas and I never use it. On Oct 13, I was about to make a purchase and found out my gift card is a $0 balance. I contacted customer service and told them what happened. They immediately did some research and found out someone (theft) used this gift card with their other customers' gift cards as well in one of their local stores. **************** claims no other person besides me can use this gift card online for purchasing but is able to use it in their retail store. Someone hacked into their business. This is a scam and my gift card was stolen. **************** promise I will get my gift card value back and solve this problem soon. But later on 10/16/2023, they refuse to do anything with my gift card and ask me to take this loss. I am not going to take this loss myself. This is a solely business management problem. I want my $292 gift card back!

  

  Business Response

  Date: 11/02/2023

  Jiatan,

  We truly apologize for any confusion or inconvenience regarding this incident. Please know, we prioritize the privacy and security of our customer's information, and will do all that we can to ensure our customers have a secure and excellent experience whether online or at one of our retail locations. That being said, we appreciate your patience as we investigated this incident and are glad we were able to get this resolved for you. If you have any additional questions or feedback, please don't hesitate to reach out to us at ******************************** or by phone at *************.

   

  Thank you! 

  Customer Answer

  Date: 11/02/2023

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

• Initial Complaint

  Date:09/22/2023

  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.

  I returned my order #******* 2-3 weeks ago and still have not been refunded for it.Ive chatted and contacted tecovas about 10 times and am given the same runaround every single time please wait for the warehouse to process your return- its taking a lot longer than usual.I have received 0 help and everytime i ask for a supervisor, I get told that none are available.I was asked for a ***** dropoff receipt, and have provided it, and yet am still receiving 0 help.This is ridiculous that I return my order and am being refused the refund that Im ***********. If Im not refunded for this order that I returned, Ill be contacting the attorney general of ********, filing a complaint with the consumer finance protection bureau, and disputing the charge with my bank. I have waited long enough for my refund.

  

  Business Response

  Date: 09/26/2023

  Hey ******, we apologize for any delay or confusion here. 
  
  Due to the irregular characteristics of the package shipped to us, we cannot process the refund for this order. If you have any questions about the shipment, please refer to the shipping courier and reference your tracking number as we have not received your return package. Unfortunately, there are no other actions we can do right now regarding this refund until the return is received and reviewed. 
  
  Thanks again for your patience here, and please let us know if you have any questions!

  Customer Answer

  Date: 09/26/2023

  Complaint: 20639242
  
  I am rejecting this response because:

   

  I returned the package as is with the provided shipping label. Its now been a month since *** returned the order, and no response has been given about the status of my refund.

   

  If my return isnt processed as I was told itd be, Ill be filing a complaint with the attorney general of ********/*****, filing a report with the consumer finance protection bureau for deceptive practices, and disputing these charges with my bank as the merchant is lying in their return policy and terms of guidelines.
  
  

• Initial Complaint

  Date:01/09/2023

  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 sent my fiancs boots off for restoration $150 late October, i received an email on 11/8/22 stating the boots were revived. I never heard anything back so I reached out on 12/5/22 and was told they had been started and would be shopping back to me soon. I then reached out again on 12/28 because I received an email saying they had just been started when I was told they had been started weeks prior. I was then told on 12/29 that i would be receiving the boots soon and they werent sure what the hold up was. It is now 1/7/22 and still no updates or boots. Only offered 20 percent off of my next purchase, this has been a terrible experience and i feel as if i have been scammed out of my money at this point.

  

  Business Response

  Date: 01/13/2023

  Hey *****,
  
  Thank you for reaching out! I am so sorry to hear about your recent experience with our Restoration Program. This is not the typical experience when working with us, and we appreciate you taking the time to share your experience.
  
  In full transparency, our Restoration team has been working with high volume, staffing updates, and the recent holiday season, which can cause a slight delay in orders shipping out. I do see you spoke with one of our agents this week and received an update that your boots will be en route to you next week. As we mentioned, we're happy to make your order on the house, so you should have received a confirmation email regarding your refund.
  
  Once again, I truly apologize for any inconvenience, and please know that we take your experience and feedback seriously.

  Customer Answer

  Date: 01/13/2023

  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. If i do not receive the boots by next week I will be reaching out again as you guys do still have our property. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/03/2023

  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.

  I bought a hat $295 In 07/23 as a Christmas gift.Forgot I ordered it, so I called the company to see if I did order it they Told me it was delivered on Sunday 07/23 I was in shock to find out how horrible They can be with the customers They didnt want to do anything..Im out all that money. No hat and rude Team members. I feel like an old fool Shopping with them..

  

  Business Response

  Date: 01/17/2023

  Hey *****,
  
  I truly apologize for your recent experience with us! We always strive to do what's right for the customer and provide top-notch service, so I apologize if we dropped the ball here in any way! We're always happy to review lost package situations case by case to find the best solution for the customer. That being said, we've issued a refund for your lost order, and you should receive a confirmation email from us shortly.
  
  Please know that we truly appreciate you sharing this feedback with us! We are a fast-growing company that will continue to put our customers first. If we can assist you with anything else, please do not hesitate to contact us! We're at your service!