ComplaintsforLacy Boots, LLC

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered one pair of ***** Style Short Raspberry Boots on 1/25/24. I reached out to the company PRIOR to placing my order, because I have a hard to fit foot and wanted to ensure I would be able to return for a full refund if they did not fit. I received the boots on 2/15/24 and found they did not fit. On 2/19/24 I let the company know I needed to begin the return process. The boots were sent back to the company on 2/22/24. I received an email with a $225 store credit for which I was told that was automatic and they would cancel and return the $225 funds to my original form of payment. I followed up since I was not seeing any refunds come through and was then told, it was subject to a restocking fee and they would only give me a partial refund. In ALL of my previous correspondence up until this point and PRIOR to ordering I was NOT told there would be a restocking fee. I was told that I would receive a full refund of the item, minus my original shipping. The refund that is owed to me is $225. I specifically reached out and confirmed that I would be able to return and that they would refund my money BEFORE I placed the order to ensure I would not have any issues.

  Business response

  03/11/2024

  Customer was refunded immediately on return of her boots.  She filed the complaint on same day we told her we received the boots back and would refund her on 2-27-24.  Customer did not wait for refund to appear in their bank. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of boots on 9/26 from their website (order # ****). it was my 2nd purchase from them. I sent an email asking when they would ship on 10/3 and they shipped the boots. They boots I got were too tight so instead of a 5 minute phone call you can only reach them through email... but they agreed to exchange them and I sent them back. Soon as they received them they issued a store credit or gift card and I immediately purchased the size I needed on 10/13 and paid more since the boot I needed cost more. On 10/17 I sent an email to request an expedite since it had been a week since I ordered them and they agreed to ship that day but didn't ship until 10/19. That pair of boots arrived on 10/24 and they were marked a size 12 but were much smaller then the last boots I was sent.. smaller then the size 11's that I had previously purchased.. I emailed them back and sent a picture of the boot next to my 11's to show the size difference and explained the problem.. I got back a generic "try a plastic bag on your foot to stretch them"... It took several emails with them trying to get me to stretch a boot that was clearly built on a smaller last then it was marked and submitting a return request twice to get them to approve the exchange.I sent this pair back on 10/25. They issued me a gift card for $495.00 on 10/30. I purchased another pair of boots on their website on 10/30.on 11/3 I sent an email asking when they would ship and shortly after I got an email stating "order was cancelled at your request". I replied and said I am confused.. I did not cancel the order and I want the boots.. they replied with "we do not have another pair in your size. We need to refund your last pair via PayPal or Venmo since a gift card was used. I sent them my paypal info... On Monday 11/6 I sent it again along with my Venmo and said either is ok... I am still waiting for them to send the promised refund as they are no longer answering my emails.

  Business response

  11/12/2023

  Hello,

   

  This customer ordered a size 12 in womens **********************.  We are probably the only boot company with a womens size 12.  They are hand made custom individually as size 12 is such a large size.   They took a few extra days to get the size 12 from our factory as we just order them as needed, as we rarely get size 12 orders.  When we recommend for her to stretch them, we do so as our leather is top grain and stretches very easily creating a like a glove  fit.  We have had 100% success rate with our customers for stretching as all feet are different.  
  

  We exchanged 3 pairs with this customer, at our expense, to help her with a perfect pair.  She did not want to try our suggested stretching technique, which we include a standard informational brochure in the box with the boots upon shipment.  
  

  We eventually had to refund her as our size 12 boot just not fit her.  This customer has not only filed with the ******************** but posted negatively on ******** and tagged us on each post during this process.  
  

  We believe she is going out of her way to disparage our company even though we tried all avenues to get her a pair of boots to fit.   We were amazed, after all the exchanges, she felt the need to file with the BBB and on social media.  
  

  Im not sure what we could have done more to help her.  
  

  Thank you, 
  *******************

   

  Customer response

  11/13/2023

   
  Complaint: 20841506
  
  I am rejecting this response because:  Saying they have made several exchanges at their expense is a falsehood.  I purchased 1 pair and made 1 exchange. That pair that was sent as an exchange was not a size 12 even though it was marked as a size 12.  It is clear in the picture I sent them that the last if the new boot is smaller than the size 11 that I have already stretched to capacity.  Social media absolutely.  When my emails take hours and days to be responded to something has to get some attention. As well as warn others.

  All that is irrelevant given that I was told in an email that they wanted to refund me via Venmo or PayPal and I sent them that information twice and STILL I have not been refunded.

  All I want is for them to do what they said and refund me the 495.00.
  
  Sincerely,
  
  ***********************

  Business response

  11/21/2023

  Customer was Refunded

  Customer response

  11/28/2023

   
  Complaint: 20841506
  
  I am rejecting this response because: I have NOT been refunded. I have NOT received a ***** from Lacy Boots.    I ************* my PayPal and Venmo which is what they said they would use to refund me. 
  
  if they sent money they need to provide proof. 
  

   

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

  Customer response

  11/28/2023

  Adding copy of email stating they would refund my PayPal or Venmo 

  Business response

  12/04/2023

  Customer was initially issued a gift card for this order as a refund.  As stated in our refund policy, We do not do refunds only exchanges, however, in her case, we are making an exception.  We have refunded her, and I have attach proof of the refund to her Venmo account. 
  

  -*****

  Business response

  12/07/2023

  Venmo pmt

*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. ↩