ComplaintsforRugged Cowboy Fox Valley

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Two separate purchases were made on 2/18 - a pair of boots and a belt. I was told the boots were final sale. I was not told the belt would also be final sale because it was not a sale item or a pair of boots. Their return policy on both the receipt and the website says boots are not returnable but everything else must be returned within 30 days with a receipt for a refund. When I contacted the store on 2/21 to ask if the return had to be made with a manager present they said we cannot give you a refund for the belt. I insisted that isnt what their policy is listed as on their website or their own receipts they gave me. They told me to call back on Friday 2/23 to talk to a manager. I called the store on Friday 2/23 and asked for the manager who was very nice and said there was nothing he could do but would contact the owner and call me back. When he called me he said the owner doesnt care what the website says and will not offer a solution. I was told to dispute it with my credit card company and file a complaint if I wanted to. I attached photos of the receipt which only prohibit returns on boots and the website listing which states returns can be made within 30 days of purchase.

  Business response

  02/26/2024

  The last sentence on receipt literally says No money back, no exceptions.

  The store manager offered the customer store credit and customers tone became increasingly aggressive and rude and then told him she would use the BBB as a method to get her money back which seems like a threat and a way for her to bully the store manager so she could get her way. 
  

  We are still willing to give her store credit on the condition that she does not make anyone feel uncomfortable and in fear for their safety. 

  Customer response

  02/26/2024

   
  Complaint: 21340234
  
  I am rejecting this response because: Absolutely never did I raise my voice or become rude while on the phone with any of your employees. Please do not insult me or lie regarding my attitude towards them. That is very unprofessional of you. Your manager was very nice and I understood he was not the one to blame. To avoid another issue like this, I suggest you reword your receipts to not namely specify boots as a non- returnable item. I see in your ****** reviews that youve had this issue with multiple other customers in the past. Your website also states that returns within 30 days with a receipt will be accepted. Your customers are going off of your 
  website. As I kindly told your employee, we do not need store credit. We do not live near your stores and dont plan to shop there again. 
  
  Sincerely,
  
  *************************

  Business response

  02/27/2024

  Once again the last sentence on the receipt states No money back, No exceptions there are also signs at the cashier that state no refunds 

  In regards to you being perceived as rude we are going based on what we were told by store manager. 
  

  We definitely will update our wording though on our receipts.

  Customer response

  02/27/2024

   
  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,
  
  *************************

*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. ↩