ComplaintsforSkip's Shoes & Western Boots Inc.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item and they sent me the wrong size asked me for pictures of the item that was sent to me and I showed them proof they promised me a refund and now that I sent the item back they refuse to refund me and claim they have pictures of the item that they sent to me and claim the correct size was sent however that is not true.

  Business response

  10/04/2023

  Customer was shipped the correct size based on their order.  We possess photos of the boots before they left the warehouse.  The boots the customer returned are not the same boots that were originally shipped.  Customer will not receive a refund because they still possess the first pair of boots.  

  Customer response

  10/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was sent the wrong size and was informed by Lauren via email that I will receive a refund. Company provided pictures of the boots they claimed they sent me AFTER I shipped back the boots they sent me. Why would Lauren ask me to send pictures of the boots I receive and not mention to me they have proof of the boots they sent me, until AFTER I returned the boots back to them?
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  01/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Order # ***** Date: 11/25/2022 User: ************* Item: ***********  I received the wrong item than the one ordered. I tried contacting the business via their support email by sending several emails. Unfortunately, I received no answer. Finally, on 01/13/22 I was able to reach support over the phone. I explained the issue I was facing. The support person told me that the original purse I wanted was no longer available. I asked for a prepaid shipping label so I can send back the wrong item. The business insisted that the only difference in the item I received is the strap and that they are not willing to send me free return label. As you can see on the attached pictures the purses are very different. The picture from the website is the one I wanted and was expecting to get. The one I received has a different, bigger strap that is not adjustable. I understand that since those purses are handmade they can differ slightly from each other. However, as it can be clearly seen on the pictures these are two different purses. The support person I was talking with on the phone, agreed that the strap is different, but I still have to pay for the return of the bag. The explanation was that the person who send the bag is no longer working there. Not sure why would that be a reason for me to pay for a return shipping for a wrong item! I made them aware that I will be filling a complain with BBB. I am very upset and disappointed of the way this was handled by the business. I will never buy again from them again. Furthermore, I will make sure to make people aware of their "exceptional" customer service.

  Business response

  02/02/2023

  We have contacted the customer and issued a credit.  

  Customer response

  02/11/2023

  
  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

  09/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bait and switch. On 9/17 I called about a coupon on the business website to verify. I went in person on 9/18 the coupon was on the store main website and it said valid until 10/28 in store or online. The manager refused to accept the add that was online on their own website. They said it was auto generated every year and not their problem it's on their website. I drove an hour away and verified the night before. They then said that its my issue and they will give me a discount on a different item I did not go into the store for. Then decided they would not help me or offer me any discounts even though they literally just said they would. They just said I can leave or buy it at full price they also said they can't discount my item because it's at regular price they have to "mark it up first".

  Business response

  12/20/2022

  Business Response /* (1000, 12, 2022/10/28) */ The coupon the customer is referring to had expired two years ago and should have never of been found as a current coupon that can be used for any type of promotion.It was an unfortunate situation that this customer searched for a coupon in our search bar and found one that is only offered by our vendor WRANGLER during back to school annually and has not been available since 2020.The customer using BAIT & SWITCH as a complaint because she would not settle for a discount coupon of any amount unless it was FREE of charge is absolutely absurd.We have been in business for over 40+ years and all of our employees are trained to always accommodate the customers needs and honor ANY COUPON OR PROMOTION ON OUR WEBSITE SITE AS LONG AS IT IS A CURRENT PROMOTION AND THE ITEM IS AVAILABLE.The customer was so irate that not one but three of our employees had tried to satisfy and calm the customer down to where they could get a word in and assist her with her situation.There are other comments that the customer presented in her complaint from not offering her a discount on a regular item and "WE WOULD HAVE TO MARK IT UP FIRST" again this is not words spoken from any employee especially on items that are regular price we would always be willing to offer a discount in order to match a price of a competitor as long as they have the same item in there size.The comment coupons are auto generated every year and it's not our problem again is not words spoken by our staff.I spoke to the WRANGLER sales representative for Florida this week since I had left a voicemail with******* and he would be willing to offer this lady a FREE pair of jeans to assist in the resolution of this case.I'm sorry about the delay my bookkeeper & office admin has been very ill for awhile and I had advised her that all correspondence that's store related needed to be forwarded to our GM to review and respond ,but somehow this did not happen.Please advise us on how we can proceed. THANKS Consumer Response /* (3000, 14, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Its disappointing how inaccurate the response is from the situation at hand. I had never been treated so improperly and unprofessionally. Its upsetting that they would think id make up what an employee physically told me. I have no reason to make things up and I actually did not want anything free out of the situation. I wanted what was right. I called and verified something on the company website before I drove an hour I even called A day before and spoke to someone over the phone. The blonde "manager" repeatedly told me that "they were not marked up yet" in no way would I ever on my own understand how to even make up something like that. Your coupons had expiration dates and were not outdated it was a mistake on your end and was handled very unprofessionally. The only person who resolved anything in any way was the manager at the Olsteen store who helped exchange something for me he is the only decent worker this company seems to have.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 01/29/2022 I ordered a men's Ariat Grizley Canvas Vest in the color "Phantom". The purchase price was $89.95. It was order number *****. It was shipped via ***** on tracking number ************ on 02/03/2022. ***** delivered the vest to me on 02/04/2022. Within 14 days of occasional use, BOTH pockets had developed tears at the seams. I contacted the manufacturer Ariat who referred me to the place of purchase. On 03/14/22 I called Skip's customer service and spoke with Dean who asked me to send photos of the defect to [email protected]. I sent the requested pictured with the half-hour. As of 03/17/22 I had not seen or heard any response, so I emailed Skip's again stating that I had not yet heard a response and would like to hear from someone. As of 03/23/2022 I still had heard nothing. I called customer service this time and spoke with a lady there who said they had received the photos and would email a call tag that day. heard back sending a call tag. I did not receive it. I called the next day 03/24/2022 and was told that the call tag was "stuck in" their administrative office and I would receive it on Friday 03/25/2022 or possibly at the latest on Saturday 03/26/2022. As of Tuesday 03/29/2022, I still had not received the call tag. I once again called and spoke with Dean who said he would email it that day. I did finally receive the label on 03/29/2022. The very next morning, 03/30/2022, I mailed the package to Skip's and included a copy of the original invoice in the box. The package was received at the Daytona Beach location on 04/04/2022 at 12:34 PM. As of 04/11/2022, I had not heard anything back from them and I called once again. I spoke with a lady there who said that they had not processed my return. I asked when I could expect to hear from them and was told "a couple of days". It is now 04/15/2022, over a month since my first contact and I am still waiting. I feel that I have been more than patient and desire immediate resolution.

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/04/18) */ Contact Name and Title: Sydney, Ecommerce Admin Contact Phone: (386)255-0455 Contact Email: [email protected] Thank you for your order with us! I understand that you were looking for a refund because the item you received was defective. Once we receive the item, we send it back to the manufacturer for inspection. If it is found to be defective, they then issue us a credit for the item, and at that point we would provide you with a refund. I took a look and the item is still in transit to the manufacturer, which explains why you have not been refunded. It appears that this wasn't properly explained to you, and I apologize for any confusion or frustration that this has caused you. Further, it seems that we missed the mark in our communication with you, which has caused you to be left without information or clear answers. We are going to be taking your feedback on this situation to better improve our processes. In order to best handle the situation, I have given approval to bypass our typical procedure for defective items, and you have been refunded for your purchase as of a few minutes ago. It usually takes 3 to 5 business days to be credited back to your card (depending on the bank). Again, I sincerely apologize for the inconvenience this has caused you. Consumer Response /* (2000, 7, 2022/04/20) */ Skip's promptly issued a refund for the full amount after your contact. You may close the case. Thank you for your help.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I order XXXXX first order but company sent me the wrong pair of boots. They sent steel toe which my husband can't use. I explained in the exchange they were the wrong boat. I was charged a 10.00 restocking fee for the exchange. Since I was doing an exchange I requested store credit. XXXXX second order boots were too small my husband wears a 10 1/2 boot. I ordered 11 wide because the description said the boot runs 1/2 inch big. The boots description was incorrect and ran small. I sent the boats back . When doing a return there is an option for store credit or full refund to original payment. I asked for a full refund and provided both order numbers. I was told sorry you will only get store credit. No where do they state if you store credit and item does not work out will you not be able to get your money back. My order amount started at 219.00 then was charged restocking fee twice now I was offered 189.00 store credit. I don't want to order from them anymore for products that don't match the descriptions so I have to return them and get charged a restocking fee. This company is trying to rob me of a refund that should be 219.00. That I want back please. Refunded either by check or to my card.

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/02/17) */ Contact Name and Title: John ****** Contact Phone: XXXXXXXXXX Contact Email: ****@skipsboots.com Hi Kelly, First and foremost, thank you for your orders with us. We investigated your concerns and are happy to shed some light on this situation. For your first order, Order #XXXXX, you purchased the Ariat Men's Hermosa 8" ST Work Boots in size 11 EE for $209.99. On the first line of the description for this product, it states that these are steel toe boots. Our team sent you the correct pair of boots based on what you purchased. You returned these boots in perfect condition, making them eligible for return. We promptly issued you a refund in the form of store credit, as per your request, in the amount of $199.99. This amount reflects the total minus the $10 return label fee, which was deducted from your refund to pay for the return shipping label. This $10 fee for shipping is stated on our Returns & Exchanges Policy online and is also included in writing in each package we send out. For your second order, Order #XXXXX, you purchased the Ariat Men's Workhog 8" H20 Boots in size 10.5 EE for $199.95. The product does have a very detailed description, but nowhere does it state that this boot runs 1/2 inch big. Ariat boots typically run true to size. Regardless, these boots were again returned to us in perfect condition, making them eligible for refund minus the $10 return label fee. With all said and done, we were able to refund a total amount of $189.99 to your original payment method from Order #XXXXX. This was processed as of today. It usually takes 3 to 5 business days to be credited back to your card (depending on the bank). We apologize that this was not the original information given to you when you called in. The transaction required management approval and was not able to be processed at the employee level. As a small business, it is never our intention to rob our customers. We understand that not every purchase works out, which is why we try to simplify our returns/exchanges process as much as possible. On the rare occasion that complex situations like this one occur, we try to handle every situation fairly as per our policy and our customers' best interest. We do wish you the best in your pursuit of Western wear in the future and hope you have a great day!

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