ComplaintsforHoffman Boots

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On febuary 25 2022 I purchased a pair of boots for $370 from hoffman boots. When I first received them they were defective and they replaced them under warranty. Now recently I had an issue with the shank in the boot coming loose and I sent them in under warranty. When they were returned to me the issue was not fixed and the workmanship on the repair was so sub par that I would argue these boots are ruined. The stitches are installed incorrectly and they sanded way too much off of the sole. I asked for either a refund or another pair and they said that the boots were fixed and that they would do nothing else for me.

  Business response

  07/08/2022

  The user of the ********************** had a shank that came loose while working in these boots.  As our warranty states, we will fix these types of issues at no charge within a 6 month window - which we did.  We asked the user to return the ********************** to us to be fixed. Upon receiving the boots, we did just that.  The customer also stated that he did not like the comfort of the boots.  Unfortunately, that is not up to us to determine which boot is comfortable on his feet and which are not.  We do have a policy that states" one the boots are worn outside, they cannot be returned".   The boors are fixed and ready to be used.  The customer pointed out some stitching in the toe area that wasn't re-stitched.  With the new glues we use and the chance of running the stitches of the edge, it was determined that this was not necessary as this area of the boot is an area we do not have delamination issues with.  Once worn, we cannot take used boots back.  I did offer to work with him on a different pair of boots at a substantial discount and he could keep both pairs. 

  Customer response

  07/08/2022

  This is not an except able solution and i reject it. These boots were not stitched together properly and will not hold up to the hazardous and demanding work that they were advertised to do. They sanded into the stitches and exposed them and did not properly re stitch them in the first place. I will except a different pair at no cost to me or a total refund as I would not trust these boots to hold up during utility work.

  Business response

  07/27/2022

  We have been fixing boots for 3 generations and even though every pair may not look new when we are finished with them, they do hold up.  We are not counting on the stitching to hold the sole on, this has nothing to do with it. The glues are what hold the sole on and that is why we do not re-stitch the soles as the abrasion from normal wear will wear the stitching out in a matter of a month or so. We fix hundreds of boots a year and none are stitched and most are from guys in the same utility industry.  As far as the welt stitching goes, I explained to the customer the process of trying to stitch the welt with these heavy leathers and thick soles.  It is almost impossible to have a perfect stitch line once the boots are assembled and restitched.  There is nothing wrong with the work performed on these.  These boots are still under warranty if anything was to happen to the sole.  We do warranty our work.  The customer wanted a different model of boot from the start and seems to be pushing this angle to get something different.  He sent the boots back to us originally with what he said was a shank issue which we took the boot apart and found nothing and then reassembled the boot at no charge to him. 

  *** Hoffman

  Customer response

  08/03/2022

  Nothing about what this company is saying is accurate. I am not angling for anything. When I purchase a 400 dollar pair of climbing boots I expect reliability. And after two serious issues and the worst cobbling work that I've ever seen I wanted out of these boots. I have to rely on them in very hazardous conditions. And this talk about its not the stitches that hold the boot together is preposterous. They can keep running they're mouth about how experienced they are but I have had lots of shoe repair done and I nor any other tradesman that I know has seen cobbling work quite this bad.

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