Complaints

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pair of UGG boots through Amazon on 12/15/21 (which have a year warranty through UGG) but they came from Houser Shoes. I couldnt return through Amazon even though they are defective so I went through Houser Shoes directly. They told me I needed to go through Amazon and we went around in circles. On the last phone call, they told me I could return these to them and then I could buy a new pair from them at a discounted rate. These are defective! Houser Shoes sells defective merchandise and will not accept exchanges. Theyre customer service (*****?) is horrible and he is a smug man who knows he has stolen from others. This business needs to be looked into and I will keep going up the chain of command.

  Business response

  12/02/2022

  Unfortunately, ************************ was never given access to upper management by the manager in our ecommerce department.  We were unaware of the problem until we received the complaint from BBB.  Once I received the notice, I began my investigation of the issue and discovered that neither myself or ************ ********************** had been made aware of her concerns.  I immediately contacted Mr. ********************** and he instructed me to contact her and advise we would be sending the new boot and she does not need to return the defective boot.  This situation was not handled properly and without making excuses, our ecommerce manager has recently taken on the position and had not been instructed properly on how to manage this type of issue.  Today, December 2, 2022, I personally packaged and shipped out the new boot to ************************.

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