Complaints

This profile includes complaints for W.C. Russell Moccasin Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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W.C. Russell Moccasin Co. has 2 locations, listed below.

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  W.C. Russell Moccasin Co.

  PO Box 309 Berlin, WI 54923

• 

  W.C. Russell Moccasin Co.

  285 SW Franklin St Berlin, WI 54923-1751

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:10/15/2024

  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 purchased a product from Russell Moccasin Co. by the recommendation a IA foot scanning app provided by Russell Moccasin Co. The app recommended me select a one size smaller than my regular footwear size. In short the boots are still much too large to properly provide support. Once laced I can easily fit two fingers in the boot around the ankle area. The laces max out as new boots. All pictures of the model boot, and other similar models, are shown with adjustment room or space between the laces. They are also NOT shown worn with a lace guard. I contacted Russell and was given a bandaid recommendation of inserting a piece of leather(lace guard) and using it as a spacer. Again the boot is not shown worn with this accessory. These boots are supposed to be some of the nicest American made boots, and they charge accordingly.

  Customer Answer

  Date: 11/08/2024

  Hello,

  I have no questions about the product. Only that I would like a refund, there product does not fit/perform as advertised.

  **** *******

   

  Business Response

  Date: 12/02/2024

  **** purchased a Premier Build boot, which is their selection of a standard size and choice of leather and sole that is then made for them. It is not a boot that is custom-fitted, and we do not offer custom-fitted boots. There is a description on the product page explaining the boots are nonrefundable, but you are allowed one size exchange if the initial pair does not fit. **** would have then had to check a box confirming they understood the terms and conditions of their order before allowing them to place it. Upon receipt, **** wore the boots and found that the area around the ankles was too large for them. Since this boot is not custom-fitted or advertised as such, I explained to them that the quarters of the boot cannot be customized and therefore, they would need to add a kiltie or tongue saver to the boot. This is piece of leather designed to be laced into the boot over the tongue that adds more volume to the area and will put some space between the eyelets. This is a very common practice amongst boot companies as everyone will have different ankle measurements and most boots are just made to one "average", standardized size outside of the foot. **** said that wasn't good enough and we should make them a pair that fit, however we do not make boots with different sized ankle and calf measurements. All of the patterns are standardized for an average fit to accomodate the most amount of people. **** used the virtual scanner on the product page, which uses your phone's camera to scan your feet and gather measurements for a recommended size. This does not account for measurements like the ankle and even shows pictures after of the areas measured and the measurements it took from those places. ****** complaint was that they should not have to use a "shim" to make the boots fit since that is not how they are pictured. They are pictured standard since they do not come with the tongue savers, and the majority of customers will not need them. It is simply an option for customer's if they need added volume in that area. 

• Initial Complaint

  Date:03/28/2024

  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.

  Ordered a pair of standard size boots that do not fit. They have never been worn outside the house. I was told I could not return after multiple emails because they were "made-to-order." Recently, I received an email from Russell advertising these boots for sale as in-stock. Absolutely outrageous to spend $875 on something that does not fit and unable to return. This is horrible policy and unfair to the consumer.

  Business Response

  Date: 05/01/2024

  In ********************** complaint, he said that he ordered a pair of "standard" boots that do not fit. That is incorrect. As you can see by my first attachment, ****************** ordered a "Made to order" boot which was specifically made for him and as you can see in the attachment, it says "As these boots are Made-To-Order, they are not returnable or exchangeable".  The reference to the "seconds" regarding the boots, we did not advertise them as "seconds", but we had a few pair left that we made as samples and that is what we sold. 

  On the second attachment, you will see the e-mail that ****************** sent and also, the response from *********************, our owner. We did accept the boots back that he ordered and sent him a pair from in stock. The first pair that he ordered were clearly marked "not returnable or exchangeable" on the website.

  Thank you.