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:09/06/2024

  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.

  Ordered a pair of Thorogood (one of their brands) safety toed boots through Amazon in April 2024. Received and began using them. Within 3 months they began falling apart. Contacted Weinbrenner via email and they agreed it would be warrantied but requested more info (aka. Photo of boot tag a copy of receipt showing date and place of purchase.) before they would provide a place to send or exchange for replacement, the photos were provided promptly. I have attempted to contact them once each week over the past month to verify and get the process completed but have yet to receive a single response from them. Safety boots are not something I take lightly in my line of work and need them to hold up and perform well for much longer than 3 months. **** admitted this was a warrantied issue and would replace/repair them, but have dropped the ball on what to do next. Oh, and the supporting files I have are evidently too large to send you within this form. Please have them expedite a repair or replacement process so that I may feel safe working in my safety boots and not sprain an ankle or worse because of their poor quality/workmanship.

  Business Response

  Date: 09/06/2024

  Thank you for reaching out to us. I have attached the email chain between ************************** and our representative, including his original email with the photo and her response.

  ************************** initially emailed us on August 11th, 2024. Our representative replied on August 12th, 2024, requesting a photo of the tag inside the tongue of the boots (required for processing your paperwork), along with his mailing address and a copy of the receipt. She also mentioned that once these items were received, she would provide the address for sending the boots to process the warranty and send a replacement.

  As of today, we have not received the requested information or any further correspondence from **************************.

  Please provide us with the requested information and we will happily assist you. 

  Customer Answer

  Date: 09/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  I had sent them the info requested on August 13th, 20th, and 27th via email as a reply to their original message. None of those emails bounced back to me as undeliverable, so it confirms that the issue is on their end. I have received no responses from them nor any follow up emails wondering where that info might be.

  If I could attach those emails I would but they are too large to send through the BBB system

  Re: [External] Boots falling apart
  Yahoo/Sent
  
  
  *************************;
  From:************************
  To:CustomerService weinbrennerusa.com
  
  
  Tue, Aug 13 at 6:41 AM
  
  
  Customer service Dept.
      Attached with this email are the photos of the tag on the tongue of the boot, copy of the Amazon receipt when ordered in April, and my mailing address:
  
                      *******************************
  
                      3221 w. Rockport rd.
                      **********, ********
  
  
  
  *******************************
  Kustom Klassics
  **********, **
  ************
  
  
  
  
  On Monday, August 12, 2024 at 02:40:52 PM CDT, CustomerService weinbrennerusa.com <*******************************> wrote:
  
  
  
  
  Thank you for your email and photo.
  As the manufacturer, we have a one year warranty that covers defects in workmanship or material.
  All boots do need to be returned.  After viewing your photos, the boots will be covered under our warranty.
  We can have you return the boots for replacement, but we will also need a photo of the label on the inside of the tongue, a copy of your receipt and your mailing address.
  After we receive that, we will get back to you with the address of where the boots can be returned for replacement.
  
  
  Thorogood Customer Service
  ************
  
  
  
  From: ******************************* <************************>
  Sent: Sunday, August 11, 2024 9:25 AM
  To: CustomerService weinbrennerusa.com <*******************************>
  Subject: [External] Boots falling apart
  
  To Whom it concerns,
  
      I've been purchasing the Thorogood work boots for quite a few years and they've always lasted about 2 years before wearing out the soles. During the past 2 years I found that your quality has diminished quite a bit. Both pairs I purchased were falling apart, the 1st within a year, but I managed to use them till I could find another pair available. I purchased the latest pair about 2-3 months ago through Amazon and they are falling apart in the same place as the previous pair (right foot, at the heal area). I'm very disappointed in the recent quality issues with these boots. Although I like the style (Gen ***** Series 6" brown 804-4445) and fit of the boot, I can not see myself purchasing another pair only to have it fail so quickly, especially after increasing in price to nearly $200.
  
      I see you do have a warranty on workmanship, but it would require me to send them in for your inspection and possible replacement at your discretion, but that would in turn leave me without work boots for an unknown amount of time. In a body shop environment, that would be very hazardous to my feet.
  
      I've attached a photo of the failure point of the recent pair of boots (previous air was the exact same area but became much worse before I was able to replace them). This will continue to tear along the stitch area and become very unstable for the ankle support. Which is very much needed while pushing or carrying heavy parts around the shop.
  
      What can or will your company do for me, or Should I find another boot company to suit my needs?
  
  
  *******************************
  Kustom Klassics
  **********, **
  ************
  
  GEN-Flex2 Series 6? ***** Composite Safety Cap Toe
  Download all attachments as a zip file
  
  20240813_063015.jpg
  5.1MB
  
  Thorogood boot order ******* receipt.html
  421.6kB
  
  Regards,
  
  *******************************

  Business Response

  Date: 09/10/2024

  I sincerely apologize for not receiving your follow-up emails regarding the requested information. I understand how frustrating this must be, and Im sorry for any inconvenience this has caused.

  Thank you for providing your shipping address. To proceed with the replacement of your boots, could you please also provide the size and width details? This information can be found on the tongue of the boot. Unfortunately, I haven't been able to locate these details in our previous correspondence.

  Please know that our goal has always been to replace your boots as quickly as possible. Once we have all the necessary information, we will be able to ship the replacement right away.
  Thank you for your patience and understanding. If you have any questions or need further assistance, please feel free to reach out.  

  Customer Answer

  Date: 09/11/2024

  I have attached the photo of the boot tag to help with completing this issue.

  Yes, it frustrating when sending correspondence and not receiving a response in a timely manor, which is why I usually follow up at least once a week for 1 month before looking for other options to help the process along.

   

  I hope that Weinbrenner USA will look into this defect issue and correct it before putting out more product that can/will do the same thing as my last two pair have done.

  Business Response

  Date: 09/12/2024

  **** and I spoke yesterday, 9/11/2024, so we could come to a resolution. 

  As discussed, we are sending a replacement pair to your PO Box, along with a new style that we hope will better meet your expectations. Both pairs have been shipped out today via **** I will provide you with the tracking number as soon as it becomes available so you can monitor the delivery.
  We sincerely apologize for the inconvenience and appreciate your patience. If there is anything else we can do to assist you, please dont hesitate to reach out.

  Customer Answer

  Date: 09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:01/28/2024

  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.

  SUMMARY: I ordered Thorogood (Weinbrenner) boots from Bootamerica, and returned them and had them replaced with same model, same size, because they felt made with manufacturing irregularities or defects. The second pair felt the same way.
  
  SPECIFICS AND DETAILS: I ordered model 534-6342 from Bootamerica, original order date November 16, 2023.  With a good fit, the boots felt like the right boot had a lift or thicker sole, almost like a manufacturing irregularity. I spent hours over days with many long indoor try-ons, with and without insoles, comparing to my other boots, repeating later. *NOTE* None of my other boots have ever felt this way in 35 years. *NOTE* Although it is no one's business, my right leg is millimeters shorter sometimes. However, these boots made it feel like my right leg was LONGER. (Again, like a lift in the shoe.)
  
  I returned the boots using the mailing label Bootamerica arranged and got an exact replacement. I informed Bootamerica of the otherwise good fit and the uncomfortable uneven thickness feel of the boots while wearing. (A These boots ALSO felt like the right boot had a lift built in, or had a thicker manufactured sole or insole. Again, NONE of my boots had felt this way in 35 years. AND my right leg is even or millimeters shorter, and both of these boots made my right leg feel LONGER, as if I were wearing one lift in the right boot.
  
  I was exhausted from returning and re-ordering, and needed boots for the winter walking. I called Thorogood on December 4, 2023.  With an 11-minute call, I was reassured by a woman who took my name and number that someone would research whether it was a manufacturing irregularity, and would call me back.
  
  Today is January 28, 2024, and NO ONE at Thorogood has ever called me back. Misdialing wrong numbers does not count.