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:04/13/2025

  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.

  Since I NEVER RECEIVED an Email Confirmation for my ***************** I have no order number to give you. My order was placed first week in April. I have the charge showing up on my CC Account. I was totally confused when the boots appeared at my door. I called the Ariat **************** and spoke with a man regarding my Missing Order ********************** It took 10 minutes but he did find the charge. He told me he would formulate a Label for a return/refund and email it to me that day. NOPE...never ever got it. I know they have my email because I am still receiving email promotions from Ariat. This is NOT GOOD CUSTOMER SERVICE and I want a refund.I will try again tomorrow, Monday 4-14. If I do not receive a refund label and order number I will be filing a formal complaint with my Credit Card and Cancel this charge.

  Business Response

  Date: 04/14/2025

  Hello ******,

  Were sorry for the confusion and inconvenience. It looks like there was a typo in the email address you provided at checkout, which is why you didnt receive your order confirmation or return label. I will reach out via email with a copy of your return label.

  Best Regards,

  ******

  Customer Answer

  Date: 04/14/2025

  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.
  
  Sincerely,
  
  ****** *******

  As of TODAY...Ariat has finally resolved my issue with a full REFUND.  I am satisfied with them resolving the complaint.

• Initial Complaint

  Date:04/11/2025

  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.

  On 4/8/2025 I placed an order for an e-gift card in the amount of $120 for my boyfriend's birthday. I read the website carefully and saw that the gift card wouldn't be delivered for 6 hours. That was totally fine with me and I was willing to wait. The money was deducted from my account and I patiently waited. When I didn't receive it the following day, I reached out to their chat department and was told it would arrive in 2 hours by someone named ********. I asked if they could just send me the gift card number and pin, and she said she would get a manager to do it, and never came back to the chat. I then called the number listed on their website and spoke to a gentleman who told me that gift cards do not take 6 hours, but can take from ***** hours to be received from the date of purchase! I advised him of what is advertised on the website and how it is misleading to customers and he replied "yea, unfortunately nothing on that website is up to date". To say that to a customer who paid money for a product and be so crass about it is disheartening. We are now on DAY 3 and I still do not have my gift card. I have sent an email to them, I have made multiple attempts to receive what I paid for and I am getting nowhere. All I want is the gift card that I paid for and not to be given the run around as if what I'm asking for is not owed to me.

  Business Response

  Date: 04/11/2025

  Hello Ibiyemi,

  Thank you for reaching out. I will contact you via the email address you provided to assist you.

  Sincerely,

  *********

   

   

• Initial Complaint

  Date:04/09/2025

  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.

  Ariat received my return 10:00am 3/5/2025. Over a month later, I have not received a refund. I have called Ariat 3 times. I attempted to chat 2 times. Chat agents have not been available. The following timeline details this case.Order ******** Order placed 2/9/2025 Order total $819.36 Refund total $504.66 3/5/2025 10:00am Ariat received my return.3/21/2025 No chat agents available. AI cannot help me.3/21/2025 1:24pm I called Ariat at ************. I spoke with ***. She confirmed they received my return on 3/5/2024. She said it had been 12 business days. It must be 14 business days before they can manually release my credit. I must call back after 14 business days.3/28/2025 7:27pm I called Ariat at ************. I spoke with ********. ******** saw my 3/21 call. She said she would push the refund through that day and she would personally handle it. She said I would see the refund at my bank in 3-7 business days.4/7/2025 11:24am I called Ariat at ************. I held for 10 minutes. I spoke with Sazar. Sazar confirmed they received the return 3/5. I held while he did a little more digging on this. 11:40am he came back on the line. Sazar fact checked me on the 3/21 and 3/28 calls. I played his game and reiterated both and he confirmed. Sazar said a higher up is working on this and that he usually tells people 6-8 business days to see a refund. He then stated I should see the refund 4/7 or at the latest 4/8. I confirmed twice that I would see a refund on 4/7 or 4/8. I asked several times to speak with a manager and 3 times for a manager to call me back. I told Sazar I realize they are holding my money and I want a refund.4/9/2025 I still have not received a call back from a manager. Nor have I received a refund. Once again, chat agents are not available.Please note, Ariats website states up to 14 days to receive a refund. It has been over a month without a refund.

  Business Response

  Date: 04/09/2025

  Hello *****,

  I sincerely apologize for the issue with your return. I will reach out directly via email with a resolution. 

  Best Regards,

  ******

  Customer Answer

  Date: 04/10/2025

  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.
  
  BBB for the win! I spoke with my credit card, they did not refund the amount until this evening. Thank you for your help. It took another hour long phone call today. They did not want to refund the tax (which is against OH 5703-9-11). 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/15/2025

  Type:Order 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.

  Back in February I ordered a blazer / jacket. I paid around 102 dllrs . I received an email in February 23rd stating my package was delivered. Unfortunately when I check the email, the picture of the property where it was dropped off, it was not my address. Since it was a Sunday , customer service was not open. I had to wait until the next Day. On Monday February 24th I called Ariat customer service, very helpful, this person explained the process. A week pass by and I didnt received any emails or anything. Till now I made a couple more phone calls requesting my jacket or my refund. I even send an email to their customer service but nobody has contacted me to resolved the matter. It has been the worse experience not receiving an item i ordered and not getting my money back back.

  Business Response

  Date: 03/17/2025

  Hello *********,

  I will reach out directly via email to resolve.

  Best Regards,

  ******

  Customer Answer

  Date: 03/17/2025

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/10/2025

  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 have made multiple attempts over the last two months to get a refund for my order. ******** customer service takes over a month to respond. Claims a refind was issued, but it still has yet to reach my account. Incredibly inefficient business. No urgency to help customers with issues.I have also made multiple attempts to remove myself from their email subscription list, and they keep emailing.I will never do business with Ariat again, and I will go out of my way to make sure no one I know does either.

  Business Response

  Date: 03/11/2025

  Hello,

  I am sorry to hear this.

  I will send over the refund receipt and reach out direct for a resolve.

  Thanks,

  *******

• Initial Complaint

  Date:02/21/2025

  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 submitted a return to Ariat and it shows they received it on December 2, 2024. This was my first return. The second return was received on January 17, 2025. They have not refunded my money. I have contacted them via phone three times where Ive had to wait for 45 minutes to an hour. One of the phone calls they hung up on me after they put me on hold and the other two the representative promised that I would have an email by the end of the day with a resolution of my refund. I have not received any of my refunds to date nor have I received any emails other than the automated emails that are sent after I try to send an email complaint. I have sent over six emails Request requesting a refund. Their policy states that they accept free returns. They owe me over $250 for my returns and I have yet to see the money.

  Business Response

  Date: 02/24/2025

  Hello,

  I am sorry to hear this.

  I will look into it and reach out directly with a resolve.

  Thanks,

  *******

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22975209
  
  I am rejecting this response because: I have only received a partial credit of $128.70 when my refund should be on the first order a total of ******+ tax and on the second order $78.38 plus tax. I appreciate the partial refund to date but would like the whole amount credited. I have attached a picture of the second order waiting to be refunded. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 02/25/2025

  Hello *******,

  Your returns have been processed and all refunds have been credited back to you as of 2/24/25. We will reach out directly to provide refund documentation.

  Best Regards,

  ******

   

  Customer Answer

  Date: 02/26/2025

  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. Thanks for your help. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/19/2025

  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.

  Purchased boots at local Boomgars store approximately a month ago. The right boot's lining is pulling away from shaft. Took boots back to Boomgars but they were sold out so reached out to Ariat International to ask for help. I spoke with someone on 02/05/25 at 4:04 pm. The customer service *** told me that I would receive an email within 2-3 days to be able to return the boots for exchange. I called again on 02/12/2025 was told they were extremely busy and someone would callback. To date no return call. On 02/12/2025 I also sent an email stating that I needed to hear from them by 02/19/2025 and if not I was going to file a complaint.

  Business Response

  Date: 02/19/2025

  Hello ********,

  I apologize for your experience. I will reach out to you directly via email to assist you. 

  Best Regards,

  ******

  Customer Answer

  Date: 02/20/2025

  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:02/18/2025

  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.

  Order was misdelivered and I never received it. I have been contacting since the first day it was delivered via email, chat and phone with 0 response. I just want a refund for my missing order.

  Business Response

  Date: 02/19/2025

  Hello *****,

  I will reach out directly via email to assist.

  Best Regards,

  ******

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22956463
  
  I am rejecting this response because: after being contacted I was sent a form to fill out and told to wait 72 hours, so I have, absolutely 0 response again and still no refund or order.
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 02/24/2025

  Hello *****, 

  I have reached out directly via email with more information. 

  Thank you,

  ******

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22956463
  
  I am rejecting this response because: I was contacted and told to wait another two weeks for a resolution. This is ridiculous.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:02/14/2025

  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.

  Bought pair of boots from ************************ 4/24. Tore away from sole 1/25. Started claim as "we make returns easy" on their website and their hold info. I am now 6 weeks and 7 calls into them and just feeling that I am getting nowhere. All I ask for is to be honest with how long the process is. The 6th call was with someone that cared enough to tell me that the "warranty ***** is very short staffed and would address my account as quickly as possible. I have been told ***** hours, 3-5 business days and with this last interaction I asked them what they saw was fair. They told me 1 week. I explained that I understood this and would give them 2 weeks to give them room to catch up. This was 1/28/25 and now we are three days past that. I called today and got the same run around. I understand people and staffing issues, but to advertise that you make returns and exchanges easy is extremely misleading and frustrating. A couple of weeks ago I would have accepted an exchange for another pair of your boots and been done, but at this point I would like a prepaid return label sent to me and a full refund of my purchase.

  Business Response

  Date: 02/18/2025

  Hello **,

  I sincerely apologize for the issues you have experienced with your boots, and the warranty process. 

  I will reach out directly via email to assist you. 

  Best Regards,

  ******

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22942715
  
  I am rejecting this response because:

   

  I received an email from ****** evening requesting the same information that I sent to ******** T on 1/20/25. I told them this is all in my file and refuse to do their work for them.  The right hand has no clue what the left hand is doing,   This is ridiculous.  They should have some clue because of the case file and the original order number to have some semblance of what is going on to run an effective business.  This is such a shame on a business that prides themselves on we make returns and exchanges easy.   They should really consider changing that off of their website AND their hold prompts  

  
  Sincerely,
  
  ** ******

  Business Response

  Date: 02/20/2025

  Hello **,

  I have followed up with you via email. I was unable to locate any response from you in our systems. I am committed to assisting you, but I need the requested information to resolve this matter. 

  I look forward to your response.

  Best Regards,

  ******

• Initial Complaint

  Date:02/14/2025

  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 purchased a pair of boots from Ariat of which the heel fell off after 1 month. I called customer service and they agreed this was not supposed to happen and warranty replaced the boots. I received the new pair in September and in November the leather on the inside of the boot on the back heel tore away. The warranty department was contacted in November and finally started the process for another replacement on December 17th, 2024. I sent the requested picture documentation and information. After the holidays on 1/7/25 they approved and sent out my new boots under order number ******* (Case number ********). When the boots arrived they were the wrong size. They sent me size 10.5EE instead of size 10.5D. I made multiple phone calls and sent multiple emails with no response until 2/4/25 when they acknowledged they sent the wrong item. I sent the requested information and have made phone calls weekly but no one returns calls or emails. I only am greeted by operators that assure my information will be passed on. These were several hundred dollar boots that I rely on for work. Their customer service has been absolutely unacceptable and I need them to correct their error so I can use the correct boots to perform my job.

  Business Response

  Date: 02/18/2025

  Hello,

  I am sorry to hear this. 

  I can see that the boots have shipped, and I will follow up with an email shortly.

  Thanks,

  *******