ComplaintsforThe Buckle, Inc.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Since 1/15/24, I’ve tried to place an order for a gift via Buckle’s website. Each time the following error message appears: “We were unable to complete your order due to a system decline. You will not be charged for this order. We apologize for any inconvenience this may have caused.”. On 1/16/24, I reached out to customer service to report the issue and get assistance but the representative (I believe their name was *****), told me nothing was wrong with checkout on the website without investigating and suggested I call someone else. I decided to reach out to Buckle via Instagram on the same day (1/16/24) but no one responded. Then I sent a message through the website chat and again this morning (1/18/24). Note that after the first error message and reaching out to customer service the first time, I tried to complete the purchase on my phone, iPad and laptop using ********* ****** and my credit card and each time the same error message appeared.

  Business response

  01/19/2024

  The online orders attempts placed by the guest are being cancelled due to our third-party risk accessor that is in place for the security of our guests. We apologize for any inconvenience this may cause. We are unable to override this decision or push through the orders that have been cancelled. We can offer to place a manual order over the phone, but we cannot guarantee that it will not be cancelled as well. We recommend visiting one of our Buckle stores to make the purchase if they are unable to place an online order. 

  Customer response

  01/19/2024

   
  Complaint: ********
  
  I am rejecting this response because: It’s unacceptable. According to an email I received yesterday from Buckle, this processor is an AI and they can’t even tell you why it’s rejecting my purchase. Buckle’s proposed “solution” will not solve anything because calling them to place an order doesn’t guarantee that it will be accepted. If going into a store was an option for me, I would but cannot due to health reasons… I  shouldn’t have explain my reasons for wanting to make an online purchase on their website. I just wanted to purchase a birthday gift for a family member. I’m considering contacting a lawyer but this experience with Buckle has been ridiculous and I want a full explanation as to why an AI processor would not accept my order. 
  
  
  *** ******

• Initial Complaint

  01/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered my wife a pair of jeans for Christmas online. The size was not what she needed so we took them to the store to get an exchange. They had to order them and was going to charge me more money because of tax differences. I refused to pay it since I was doing an exchange and they got ***** involved. ***** argued with me about paying the tax and I said I'd just return them and order them at home. He argued and said I'd pay more for shipping until I told him I didn't pay shipping I had them shipped to the store. He then argued with about returning them and ordering them from home instead of from there. I told him I was done and returning them period. This isn't the first time we've had issues with him which is why I don't shop in the store anymore. The last time my wife was returning 2 pairs of jeans and he refused to return them saying they were outside the return window until I showed him on a calendar how it was still in the 30 days. He got pissed and threw a fit and finally returned them. I don't expect this treatment at Target buying $25 pants much less at a place that charges $119 dollars for jeans.

  Business response

  01/03/2024

  Thank you for contacting Buckle regarding your return exchange transaction.  We understand your frustration and would like to explain that our register system is set up to calculate taxes according to the federal and local sales tax laws.  As a result, when Buckle ships product directly to your home, the sales tax is calculated according to your zip code and all necessary taxes for that specific address.  However, the Buckle mall location is subject to a different tax rate.   Our register system is required to calculate taxes accordingly, which is why the register system indicated that sales tax was due - different tax rates applied based on location.  We do not have a lot of guests who shop online and exchange in the store with differing tax rates, so our teammates do attempt to follow the tax laws set up by state and local governments and will collect the calculated sales tax and refund the calculated sales tax paid by the guest on the original purchase.  Although Buckle will always follow the tax guidelines, we will work with our store manager to take care of our guests as needed.

  Customer response

  01/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This wasn't the complaint. I talked to a representative who really didn't resolve the situation, they just want to coach the persons rude behavior meanwhile I still have no way to get product unless I want to spend even more money or to continue to be treated rudely by the same person who has done it multiple times and just gets coached about it.
  
  Sincerely,
  
  **** ********

  Business response

  01/08/2024

  I spoke with **** and followed up with the district manager regarding the concerns that John expressed - both verbally and in writing.  Any actions taken directly with our employees is confidential and will not be shared in accordance with employment law. 

  Thank you for providing your feedback so that we can work to improve our store and it's employees.  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried making a buckle purchase yesterday and noticed there was a shipping charge so added items to reach the total purchase for free shipping. I then attempted to pay with my buckle card, however it wouldn't go through. Since it still had the sticker on it i called to activate. The customer service rep said he activated it and we hung up. I tried again but it still would not take the card. I switched to my **** card and it went through but after the fact noticed i was charged shipping. I backed out of the order and called buckle back, they again said they activated the card. I tried to purchase again but it would not let me. I called back and they told me that that card was inactivated by comenity because i didn't use it in a year. SO in other words they punished me right at Christmas time. I then applied for a new card, and of course it did not give me a number to make that purchase. Today I called buckle and they waived the shipping so i tried to make a payment with my **** and it rejected the card, that card and all cards i tried after that. The Buckle rep stated it was because of the third party system they use to process payments. So now i have an order out there, Christmas for my daughter, and only one pair left in her size, and i cannot make the purchase. This has been a nightmare. I cannot get Buckle customer service to escalate this to the top to help me out, so I am asking the BBB to step in and ask them to have upper management figure this out and call me back. My number was provided on this complaint.

  Business response

  01/05/2024

  Buckle cards are handled by our business partner ******** ***** All applications, activations and transaction approvals go through that separate business partner.  Buckle teammates are required to provide contact information for the bank to complete an activation or discuss details regarding the account.  We apologize if the bank provided inaccurate information which restricted your ability to place an order with that form of payment.  One of the benefits of using the card is waived shipping expense, so it's expected that if you change your form of payment, the shipping fees will be recalculated.

  It appears that after attempting to place the order, you visited a local store location.  We're hopeful that the store was able to assist you in shopping for your holiday gifts.  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just bought a new pair of jeans two months ago and they ripped. This is not my first pair that have ripped on me from Buckle. I am very disappointed in the product.

  Business response

  11/29/2023

  It appears that this concern was posted on 11/27 and Ms. ****** visited our store on 11/28 where she was able to complete a return/exchange for the same item.  Thank you for visiting our store to resolve your concern.  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/10/22 I brought two pair of rock rival jeans and on 10/23 I seen that bob pair has a rips on the stitching back pocket and which I can’t wear them any more

  Business response

  12/22/2023

  All Buckle returns are reviewed by our store leadership.  Please take the product to your nearest Buckle location for review.  We are unable to guarantee a return without physically reviewing the product and receipt in the store, but our store managers are trained to determine if a return fits our return policy or if an item is defective.  Thank you for visiting your local Buckle.  

• Initial Complaint

  05/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The actual business addressing showing in my email threads is: Buckle Guest Services **** ******* **** **** ******** ** *****  I had two order numbers and two return numbers as possibilities: The shorts that are missing from my return is from order number: ********* I had printed two returns and mailed them back to Buckle including a total of six items. Buckle only credited me back with five of the six items stating a pair of shorts are missing, which they should not be. I included all six items back, split between two packages. The two return item numbers are ********* and *********. The order ********* is the number the shorts were included on. They are item number ************ with a price tag of $***** plus taxes. I received my return confirmation from the Buckle and only by viewing my account did I notice they had canceled out the return of these shorts. I had no other way of knowing until I viewed my online account and noticed they showed as "still returnable" when I had already returned them. I've been emailing, and continue to receive responses from them advising me to "check my house, ask usps". They were mailed back, they are not at my house, and my local post mailed all packages back as instructed. They even acknowledge in my email thread that the packages were not tampered with. I'm seeking reimbursement for these shorts that were clearly misplaced upon return from the Buckle and their customer service is not assisting me.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 4/5/23 I spent over $*** on a new wardrobe, next day my house caught on fire inside due to an electrical short. So I wasn’t able to be home around 4/8/23 when my first package came I tried to hold the package with ***** but was unable to make shipping changes due to shipper restrictions This package was quite pricey so I am beyond shocked that they would not require a signature for these items. It totally went over my head my package was coming that day and I wasn’t able to get there in time causing my package to be stolen not once but twice. I have filed a report with the police department and they’re investigating the situation but there is probably not much they can do since I don’t know who stole my package or at least have a description I was not here, well I filed a complaint with ***** about the delivery man just dropping the package by the gate causing my package to get stolen when my porch was 5 more steps and he could’ve delivered it properly instead of lazy. I’ve first reached out to ***** before I ever reached out to buckle and they apologized and advised I had to reach out to the shipper so they can file a claim which I’ve done so and it has been no help they just asked for a police report which they have received . My order number is *********. I am extremely disappointed in their customer service I usually always shop in store but they did not have my sizes i needed in store this time unfortunately but they have forever lost me as a customer.

  Business response

  04/24/2023

  Ms. ***** was refunded on 4/19 in full.  This is a one time courtesy as future missing packages will not be processed as a refund.  

• Initial Complaint

  12/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My package was stolen from my porch. I informed the. Know my who told me they will resend my merchandise once I filed a report with the police . So I filed the report and now they talking about they can't do anything about it! When the police state they can.

  Business response

  01/19/2023

  Business Response /* (1000, 5, 2022/12/19) */ The Buckle explained to the customer that this is the third package reported missing to that address. The Buckle took responsibility for the first two packages, but will be unable to continue to accept liability for packages shipped to that address. The customer has been encouraged to work with the police to determine who is stealing her packages as Buckle cannot continue to take liability for additional missing packages. Consumer Response /* (3000, 7, 2022/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Police has been involved and is investigating police state that the company can refund and should refund . Company refuses to refund or replace my items. Theft is happening everywhere and can't be stopped I have done what was ask and should receive my $ back. I understand I will not make any future purchases to my address. But I have requested a few times that signatures be requested when dropping off items at my house. I should've have to be out my money when I never received my item.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I started purchasing items from Buckle back in **** -- at the time, I was an in-store shopper. Over the years I have relocated to a handful of different states due to my spouse's job, and eventually began shopping online due to a lack of in-person stores in areas we lived in. This month, I ordered 3 pairs of jeans -- upon checkout, I realized that I needed to update my shipping address due to our most recent move. I did so; my new shipping address was even reflected on my account level. However, I discovered yesterday that Buckle had shipped my entire order to my old address, which is 1900+ miles away. When I reached out to the company, I was given zero assistance, and bluntly told that I should file a police report for the items. What kind of customer service is this? I updated my address, but for some reason you shipped it to the wrong place still, so now I need to file a police report??? Desired resolution: I either want help recovering my order that the company shipped to the wrong place, I want a replacement order shipped to my correct address, or I want a full refund for my order so that I can shop elsewhere after being a loyal customer for ** years.

  Business response

  12/02/2022

  Business Response /* (1000, 5, 2022/10/10) */ Customer purchased online order ********* on 10/06/2022 to an old address on account and reached out to get the address changed on their order on 10/09/2022. The shipments were already fulfilled as we are unable to change address on account for security reasons. As a one time courtesy, we emailed guest an affidavit to agree to either a replacement or refund. The carrier is attempting to retrieve those packages from the old address. Consumer Response /* (3000, 7, 2022/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ironically, the business claims in their response that I reached out after placing the order regarding a need to update the address. NOT correct. I updated my address PRIOR to placing the order. To make this more interesting, after I filed the BBB complaint, the company reached out to apologize that the merchandize shipped "via third-party carrier" to the wrong address. (I still fail to see any significance in the third-party carrier being mentioned, as this was solely the fault of Buckle)... To my understanding, they have since made effort to recover the order that they shipped to the wrong address themselves (as they should have done initially versus trying to tell me it was my problem to deal with) and shipped a replacement order to the correct address (as they also should have done initially). Sadly, one of the items I originally ordered was no longer in stock, so I'll only ever receive 2 of the 3 items that I wanted (they DID refund the 3rd item that they were unable to replace -- I just would have preferred to receive it)... Unfortunately, it seems that it took filing a BBB complaint to get them to take any action on an issue that was their fault, which leaves me uncertain if I will purchase more products from them in the future. I've loved their products for over a decade, but this experience has not been a good one. Business Response /* (4000, 13, 2022/11/08) */ Buckle has sent a replacement for the package for the product that was still available and refunded the product that was unavailable to replace. Guest received the package on date: 10/15 and 10/18

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. Their terms state that if you make a purchase over $*** using their credit card, you get free shipping ($****). It charged me so I contacted them to let them or needed refunded (I spent $******) since it charged at checkout. They told me they will not refund it because I didn't sign in. Their terms state nothing about having to sign in, just that you have to use your Buckle credit card! They are clearly not honoring their own terms. If they keep doing this false advertising to people, they will end up in a class action lawsuit over their shipping charges!

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/09/29) */ Guest placed Buckle order as a guest using guest checkout with Buckle credit card. In order to get free shipping, customer must be enrolled within loyalty program and also using Buckle credit card spending over $** while logged into their Buckle.com account which recognizes the enrollment in loyalty. Customer Services explained why guest was charged shipping and handling and as a one time courtesy, a refund was processed for that shipping and handling back onto the original form of payment on 9/28 and an email was sent to the guest informing of the return.

*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. ↩