Complaints

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

close

Find a Location

FREEBIRD Stores has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  FREEBIRD Stores

  3401 Blake St Denver, CO 80205

• 

  FREEBIRD Stores

  2955 E 1st Ave Ste 400 Denver, CO 80206-5628

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:01/04/2025

  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 purchased a pair of boots and used Affirm to pay for the boots. The boots arrived and were teeny so I immediately returned them for an exchange. I chose a different type of boot as the originals clearly ran very small and they had limited sizes.Freebird received the boots back on 11/22/24. After several weeks, I have called and left messages - no call back as promised. I have emailed several times and got no response. I called in the middle of December and they said they had a waitlist for shipping and I should get the boots soon. Still nothing, still no response. I filed a dispute through ****** and received no response and they are still charging me monthly payments of $71.81. I have paid $215.44 so far. I have bought at least 4 pairs of boots from Freebird in the past and always been satisfied. This experience is just ignorant.

  Business Response

  Date: 01/05/2025

  To whom it may concern, 

  I apologize for the delay and appreciate your patience. Your order has been canceled due to an open dispute with Affirm. You can find more information in Section 6 of our Terms & Conditions, available through the following link:

  
  Terms & Conditions

  **************************************************

  Your dispute is still being processed on our end. For details on Affirm's resolution timeframes, I recommend reaching out to them directly.

  Best,

  The Flock

  Customer Answer

  Date: 01/05/2025

   
  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:12/28/2024

  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.

  This company sent me some old worn shoes.

  Business Response

  Date: 12/30/2024

  To whom it may concern, 

  We thank you for sharing your honest feedback with us, and we are so sorry to hear that you were left with this first impression of FREEBIRD. It is certainly never our intention to upset you, and we sincerely apologize for any frustration this order may have caused for you. I would love to help further assist if you could send photos of the bottom soles of the shoes, I would love to help get either a replacement or exchange in our system for you. 

  To start this process, please visit our Returns portal at **************************************.

  We are committed to resolving this issue and ensuring youre happy with your Freebird shoes. Please dont hesitate to reach out with any additional questions or concerns.

  Warm wishes, 

  The Flock

• Initial Complaint

  Date:12/12/2024

  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 bought a pair of Freebirds on 10/23/24. Order#*******. The boots were damaged when received with a broken zipper. I returned them for an exchange and they received my return weeks ago in the time allocated for the return. However, I keep getting ******* around about my exchange about a back log because they are trying to get out new orders. This is unacceptable as I received damaged goods on their end and the have been paid. Just like the new sales, I would like my merchandise as well. At this point I would like a refund.

  Business Response

  Date: 12/12/2024

  To whom it may concern, 

  I sincerely apologize for the delay in shipping your replacement. Due to a high volume of returns and exchanges, our current processing time is approximately 1421 business days. However, Im happy to contact our Returns and Exchanges team to help expedite your replacement.

  
  I understand your preference for a full refund while still receiving the product, but unfortunately, that is not an option I can offer at this time. As a gesture of goodwill, Id be glad to provide either an additional 10% off your current order or a discount on a future purchase.

  
  Thank you for your patience and understanding. Please let me know how youd like to proceed.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22676685
  
  I am rejecting this response because: 

  I think you misunderstood the request. Since  Freebirds is taking so long to process my exchange, I would rather have a refund. Unless my exchange  can be processed today and shipped today, my request is for a full refund in lieu of the exchange. The original order date was in October and because my exchange request is no fault of my own and your product was faulty, this request is justifiable. 
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 12/19/2024

  We were able to help push through and expedite the Exchange. 

   

  Happy Holidays!

  The Flock

• Initial Complaint

  Date:09/18/2024

  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 bought these boots because i have 8 pair of Freebirds and I have not experienced this before. I bought the woodland model on 7/31/24. I wore the boots once for a dinner and the both boots the leather on the toe box got scratched, the boot also had a discoloration on the top as shown on the pictures. I reached out to customer service and they advised me that it just needed to be clean which is innacurate, because the leather was scratched, they also advised me that they do not do repairs, I wasnt expecting that the boots will deteriorate the first time I used them. At this time I'm seeking for a refund and I hope they can better the quality of the boots moving forward. If a refund cant be done, at least I'd expect an exchange of the boots.

  Business Response

  Date: 09/19/2024

  To whom it may concern,

  Thank you for sharing your feedback. We appreciate your understanding of the handcrafted nature of our boots, made from 100% full grain leather. Each pair undergoes a thorough Quality Control process before shipping to ensure quality.
  
  If you ever find yourself unhappy with your purchase, we encourage you to reach out to our customer service team right away. Were here to assist with returns or exchanges, provided the item is unworn.
  
  Regarding the scuff on your boots, we did review the images and, unfortunately, the worn condition does not qualify for a return or exchange under our policy. We provided recommendations for cleaning and suggested seeking assistance from a local cobbler for repairs.
  
  As a gesture of goodwill, wed be happy to offer you a 15% discount if you decide to visit a local cobbler.
  
  Thank you for your understanding, and we hope to assist you further!

  All the best, 

  The Flock

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22306790
  
  I am rejecting this response because the boots were used once and for the price I'd expect for them to be more durable and not get scratched on the first try. I took the boots to a local cobbler unfortunately, they advised me that the color of the boot is difficult to match. This is very unfortunate since you just lost a loyal customer. 
  
  Sincerely,
  
  Mawari *******

• Initial Complaint

  Date:08/29/2024

  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 ordered new boots and they are used and damaged with stains. This is false advertising and I want my money back! I tried to return them and it said final sale. This is a scam and false advertising

  Business Response

  Date: 08/30/2024

  To whom it may concern, 

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused and want to assure you that it is never our intention to send a customer a product that appears used or worn. As our boots are handcrafted, slight variations may occur, which is part of their unique character.

  
  We have already reached out to you via email, requesting photos of the bottom soles of the boots. This will allow us to share the images with our quality control team to prevent similar issues in the future.
  Additionally, we have provided return instructions along with a prepaid return label to facilitate the process. Should you encounter any further issues, we encourage you to contact our customer service department at ********************************** and we will be more than happy to assist you.

  
  Thank you for your understanding and for giving us the opportunity to resolve this matter.

  All the best, 

  The Flock

• Initial Complaint

  Date:02/08/2024

  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 ordered a pair of high-end boots from Freebird stores out of ******. The cost of the boots were $398.17. That was after a $100 off coupon. The boots arrived, and they were clearly secondhand boots. They had scuffs with visible dirt on the bottoms and a slice in the heel. The upper soft, white leather had grayish blue stains all over it. I had taken pictures of everything in my first return and sent it to them. They sent me a label to return the boots and exchange for a new pair. When they supposedly new boots arrived, I had my husband videotape the entire unpack packing of it, because I did not trust Freebird after sending me used boots. We open the boots, all on video, and much to my surprise they had sent me the very same boots. Not the same style, but the exact boots that they sent me the first time that had been worn. The pictures and video do not lie. They didnt even bother to clean them up.

  Business Response

  Date: 02/08/2024

  Hi ****, 

  We thank you for sharing your honest feedback with us, and we are so sorry to hear that you were left with this first impression of FREEBIRD. It is certainly never our intention to upset you, and we sincerely apologize for any frustration this order may have caused for you. I see that our **************** team has been in touch and has left very detailed notes in your account to ensure that a manager inspects a new pair for you. 

  As our boots are handcrafted they may have some slight variation. Some will be intentional by the hand distressing process they go through and others from the full-grain leather used which emphasizes the creases, ridges, and natural characteristics to the hide. We want you to love your FREEBIRD boots and we hope to get you a great pair. Please feel free to reach out with any additional questions or concerns at ********************************* and we would be more than happy to help. 

  All the best, 

  The Flock

• Initial Complaint

  Date:02/08/2024

  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 shoes from them that required an exchange for size which is permitted, but they are not responding and it has been several days. If its taken care of in a day or so I'll take the shoes. Otherwise refund

  Business Response

  Date: 02/08/2024

  Hi ****, 

  I sincerely apologize that you are having a difficult time getting in contact with us. I am showing two different emails with conversations with our Customer Experience team, and our correspondence has been within our 3-5 business days or sooner. 

  I did just try to give you a call so I can help further assist you. Please give us a call at your earliest convince at **************.

  All the best, 

  The Flock

• Initial Complaint

  Date:02/02/2024

  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 bought my boots on 9/23/2024 in store and the salesperson shipped them to my home (i was on vacation and couldn't fit them in my suitcase). I received them a few days later and just put them in my closet as I had bought them for a special occasion a few months later. Fast forward to last weekend (January 27 specifically). I took them out of their box and found that where the toe of the boot is, that the stitching was rubbed off or something. It looked like the boot had a white spot right in the middle of the top of the toe! the other boot was fine but the boot looks like I bought them at a discount store instead of at the higher end boot store I was led to believe by the pricing of the boots. I took a photo and sent it along to Freebird saying I had found the defect when I took the boots out of the box and would like something done about it. I had to wear the boots anyway as I had bought them specifically for this event and had no time to find a new pair. Plus I figured the company would make it right once they understood it came like that. Unfortunately, what I received was a "sorry not sorry" answer. They implied it was my fault that the boots were like that and that because i wore them (I had snapped the photo before I wore them), there was nothing they would do. they said they don't cover wear and tear... I hadn't even worn them yet!!! I took them out of the box like that. I believe the right thing to do would be to replace/repair them- a pair of boots that I was told were handmade and worth the money, its the least they should have done. I told them I was reporting the issue and how I was treated to all reporting organizations for businesses as I don't believe these boots are the high quality they claim they are if they somehow get damaged during their own shipping. I am looking for a refund or a guaranteed replacement of the boots.

  Business Response

  Date: 02/02/2024

  To whom it may concern,
  
  The original order date of ******************** order is from 9/30, our policy states that our customers have 30 day's to return or exchange the item as long as they are in the original unworn condition. After we recieved photos of the boots it looks as if the scuff in the leather which can become damaged if hit against something abrasive or rested on a rough surface. 
  
  We understand that ******************** preferred resolution would be a refund or offer a replacement. As mentioned, due to your order being outside of our 30-day return and exchange policy and having been worn, our hands are tied in this situation and we are unable to provide a return or replacement.
  
  In a measure of good faith, we did issue a 10% refund to the original form of payment method for **************** to see if a local cobbler would be able to help assist. 
  
  Again, due to the customer wearing the shoes prior to reaching out. Our policy becomes void as they are not in the original unworn condition. 

  All the best, 

  The Flock

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21236678
  
  I am rejecting this response because:

  What they are saying in their message about me wearing the boots is untrue. I opened the boots (from their protection that the company provides), and noticed the ***** I took a picture of the boots and sent it to Freebird BEFORE I wore the boots. I did put them on and wears them AFTER I sent the email as I didnt have any other shoes to wear. So for them to say I wore them and it voided their policies is incorrect. The boots were like that when I took them out of the box.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/20/2024

  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.

  On jan 9 **** I purchased a pair of ******* boots black size 7 from Freebirds online store Freebird.com The boots were on sale for $210.00. When they arrived not only was the boot red and black and not just black as stated and pictured on the website but both boot shaft tops were folded down and inward this left creasing and a warped wrinkled look especially noticable when on . I believe some of the warping was due to the hard foam insert and the canvas bag each boots was tightly placed in. It caused the tops of the boots to lay down onto the foam for god knows how long. I promptly contacted freepeople and after numerous correspondences mainly with ******* and after sending photos twice and after a week of bring strung along. I get an email from ******* stating that this is normally how their boots look and these are final sale and cant be returned. These boots were a gift for my 75 year old square dancing mom. I wanted to return for a refund so I could go elsewhere. The boots look horrible and unwearable and they were expensive. They should be in perfect new condition even if they are on sale. Freebird claims to stand by their quality. I will gladly return the boots . Order ******* Please help me to help my mom order placed by ***********************************. ******************

  Business Response

  Date: 01/26/2024

  To whom it may concern, 

  I sincerely apologize for the condition that you received your ******* boots. It is certainly never our intention to leave you feeing disappointed or frustrated in any way. I see that we did make the exception to honor a refund and that these are on the way back to FREEBIRD. As soon as we receive them we will go ahead and issue a full refund for you. 

  It's important to note that every product on our website is handcrafted. Each pair will have unique markings and imperfections Some will be intentional by the hand-distressing process they go through and others from the full-grain leather used which emphasizes the creases, ridges, and natural characteristics of the hide. In the future I would be more than happy to have a manager inspect your shoes prior to shipment. 

  If you have any additional questions or concerns I would be more than happy to discuss further. 

  All the best, 

  The Flock

   

• Initial Complaint

  Date:01/05/2024

  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.

  first issue was product was not in stock but they charged my credit card then notified me about product delay second issue never received product from ******* went to wrong address and they said they would file dispute with ******* claim denied so then they said they would ship me a new product to a *** store for pick up and would email me when the shoes shipped never happened now i can no longer reach anyone at the number

  Business Response

  Date: 01/09/2024

  To whom it may concern, 

  We were able to connect with **** via phone today. We were alerted that he did not receive an email notification regarding that his replacement had been shipped. We have sent him via email both the update location of the ***** facility where is package is being held along with the updated tracking. If **** has any additional questions please feel free to reach out to us directly at *********************************.

  All the best, 

  The Flock