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ComplaintsforShoe Kingdom
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/30/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a pair of Thorogood Steel Toe Work Boots P.N. 804-6208 in size 11 1/2 at Shoe Kingdom for a total of $262.94 on 09/21/21. I was allowed only one boot to try on (right side). I walked around the store for quite a few minutes to ensure the boot fit fine, and it did. I purchased them, drove home and tried both on. The left side boot was much tighter feeling than the right side and they were very uncomfortable. I went back for an exchange on 9/29/21 and was declined an exchange because they were "worn out and dirty" from being worn inside of their store. They must have been worn by other potential buyers prior to my purchase. I left, contacted the manufacturer, and was told that I should mention a defect with the boot because of the fitment. I went back on 9/30/21 to speak with a manager, and received the same response. They did NOT inspect by boots properly before I purchased them and I am now paying for it.Business response
11/05/2021
Business Response /* (-10, 5, 2021/10/18) */ Business supplied email: ***********@ymail.com Use this address for any contact with the Better Business Bureau Business Response /* (1000, 6, 2021/10/18) */ The customer purchased a pair of Thorogood boots, 804-**** 11.5 D, and Lace Keepers for a total of $262.94 on 09/21/21. The customer is allowed to try on the pair of boots in store, in this instance the customer only wanted to try on one side and did so. This style of boot had been newly added to our selection and the size 11.5D had arrived two days prior to the date of purchase. All boots are inspected at checkout for correct sizing and condition, therefore, the boots were in a new condition upon checkout. On 09/29/2021, the customer brought back the boots and upon inspection, both soles of the boots had dirt and dried mud on its surface from outdoor use, which makes the item unexchangeable under our store policy which states "merchandise must be in new & unworn condition..". The policy is listed on their receipt and shoe box label, in addition, it is put in view during checkout. The customer left after trying to put blame on our sales associate and returned September 30, 2021 to speak to the manager but had to wait a few minutes since the manager had stepped out for a moment. The customer brought in the boots, soles wiped cleaned but there were still visible wear on the front tip and heel sections of the outsoles from the use found a day before. In the photos attached by the customer you can see the wear of the grain of the right boot sole. I have attached what this styles sole looks like in new condition. The customer then backtracked on wanting an exchange and wanted to bring the boots in for a "defect." Our sales associate was willing to attend to that claim. However, our policy receiving "defective" items does not guarantee immediate replacement since we have to ship the item to the manufacturer and wait for their response for the approval or denial of the customers "defect" claim. The customer grew angry about this policy which states to "allow 4-6 weeks for response..evaluation by manufacturing." After this, the customer acted and spoke aggressively and rudely towards our staff, which was overheard by our manager when he returned. The manager reiterated that the boots condition voided the option for an exchange since they are no longer in "new/unworn condition" and the unacceptable treatment of our staff is the reason they chose to no longer continue trying to find a resolution with the customer. Therefore, we stand by our policy and decision on this claim.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.