ComplaintsforThe Buckle, Inc.

• 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.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had change my address before I made an online purchase and then did the purchase. Onky to find out they sent it my previous address. I contacted them right away to have them change it. I received an email saying they couldn't. It was shipped using *****. ***** in the past has failed more than got it right. I then tried to have it sent through ***** to the correct address was informed I couldn't due to shipper restrictions. I then asked for it to be held and again I received the same response. I then contacted the apartment complex and asked the manager for them to get when it was delivered. They said they would. It supposedly was delivered the Friday of the Labor Day weekend. I tired contacting the apartment complex no reply. I had to wait until Tuesday to go over there due to office closed. I was a work and had to work a long day due to the holiday. So on Tuesday I got ahold of the apartment complex who informed me there was no package. I then went home and called the buckle and explained the situation. Several times I was put on hold only in the end to be told that they wouldn't refund me any money ************************** His name was either Dalton or Dillion. He also kept informing me to call the police, even after I explained everything. Now I a, stuck with a bill for an item I don't have and no way to find out ***** in the past has not been successful in recover.

  Business response

  10/14/2022

  Business Response /* (1000, 5, 2022/09/20) */ Guest selected the wrong address during checkout as the package was delivered and reported not received. As a one time courtesy, we filed a claim with the carrier and processed a full refund back to the guest's account. Guest agreed to our terms of returning the merchandise if it is later received at a different date. Consumer Response /* (2000, 7, 2022/09/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am getting a refund

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I accidently sent ordered clothes to an old address. When i tried to get help with changing the address on the order, i was hung up on twice. Then i just decided to close my card account which should have stopped the purchase when i closed my account. So now they are sending clothes to my old address where i can not recover them from. So im out *** dollars with no close because their customer service ************ could not help me.

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/09/13) */ Order was placed by Brian using an old address. When he contacted our Guest Services department on 9.9.22, we did process a return to shipper on the package and let him know we will reship to his current address as a courtesy. Once we receive the package to our home office we will contact Brian to let him know we are reshipping to his current address.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Placed an online order for 3 pieces of womens clothing that I did not receive even though Buckle customer service stated it was delivered over week ago. I immediately contacted customer service stating that I did not receive merch after I received a delivery email confirmation. All I am asking for is a refund assuring Buckle that this is not a ploy to receive free merchandise. I have been getting the run around for a week regarding the amount I spent on merchandise not received was ******

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/03/11) */ This order was shipped in two separate packages with tracking indicating delivery on two separate days. We have reached out to the guest and awaiting response as we are needing confirmation of the address the guest was intending the package to be delivered to. As of this time, the guest has refused to provide the shipping address that they had wanted the order delivered to. Consumer Response /* (3000, 7, 2022/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The packages shipped ****** which required no signatures. I have been ordering from the buckle online for over a year, SEVERAL times. All of my information is in their system. It not at fault of my on that either the packages were sent somewhere else, and (or) did not require a signature. I have gotten over 20 emails (to which now) I'm considering harassing. I have been ordering online since the beginning of the covid pandemic, and had this happen once. I contacted the merchandiser, and they sent me another package. When I got the missing one, I sent the extra one back that they sent me. These people do. Or wish to do either. Business Response /* (4000, 9, 2022/03/24) */ In order to assist this guest, we will need confirmation of the address the order was thought to e shipped to, we will also need the guest to provide an alternative shipping address for replacements to be sent to as this order was delivered in two separate shipments meaning if the guest did not receive either of these shipments that will be the 2nd and 3rd packages from Buckle in this guest's purchase history that have been delivered to the same address and not been received by this guest. Once we receive confirmation of the original shipping address entered by the guest and an alternative shipping address for the replacements to be shipped to, we can reship the merchandise. Consumer Response /* (4200, 11, 2022/04/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ordered from these people over the last year several times. Address on file. STILL NO MERCHANDISE, STILL NO REFUND FROM THEM. NOT RESOLVED

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased **$ jeans only to have them fray out in the crotch within 2 mos of normal wear. They will not contact me back after emailing them several times.

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/17) */ We received an email regarding this purchase on 2.8.22 and responded to this on 2.9.22 asking for photos of the item as well as transaction information. On 2.10.22 we received a response with the purchase information but no photos of the item in question. On 2.11.22 we requested the listing of photos needed once more. On 2.15.22 we received two photos and on 2.15.22 we requested the list of the rest of the photos needed of the merchandise to determine return eligibility. We have not heard back from our 2nd photo request. Once we hear back we can determine best course of action.

• Initial Complaint

  01/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 2 pairs of ********** jeans on 3/22. I wore them maybe one a week for a few months before the weather turned warm. The pulled them out for the fall weather and the darker pair is defective. It has tearing in several areas up where pockets and pantry areas are. Tried to exchange but was told no because it was over 60 days. The lighter pair I have are still great. Clearly something is defective about the darker pair. The gentleman acknowledged that but couldn't do anything but have his seamstress try and patch them. The patching curled and came mostly undone after just one wash so they are useless again. $****** on two pairs of jeans is not cheap and I expect it should last through more than one season of wear. I have **-**$ jeans from **** that lave lasted years. Buckle should have a better warranty policy for obviously defective products. Not to mention the manufacturer getting the opportunity to see that there is an issue. I am including photos to show the attempted fix as well as other areas you can see are pulling apart. My lighter pair are the same size and style with zero issues.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2022/01/04) */ Thank you for contacting Buckle. I can see that a purchase was made by Ms. ***** in March and that a free alteration was logged 7 months later in October. If the Buckle felt that the product was a manufacturing defect a return/exchange would have been completed opposed to offering a free alteration. The customer is welcome to take the jean into a Buckle for a second opinion, however we are unable to confirm via a BBB complaint the condition of the jean and if there is a defect. Consumer Response /* (3000, 7, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact that the sales associate explained to me that sometimes they may use too much of what ever process makes the tearing at the bottom of the jeans implies to me that he knows very well that there was a defect. The other fact that I have the exact same pair but in a different shade bought on the same day is another indicator that something is wrong with this specific pair of jeans. I specifically inquired at the store about the warranty aspect for defective items and the associate said there is nothing that goes beyond the 60 days. This tells me that they have no clue a warranty aspect exist or is available. I already acknowledged that it was a while before I made it back in with those jeans mostly in part because they were in my drawer during the warmer months here which I was not wearing jeans. I included pictures of the defects which should also clue you in that there is an issue. These are not normal wear areas on jeans. However I will simply avoid purchasing items in your store going forward. I prefer to spend my money where they stand by the products that they sale.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went in to exchange a pair of jeans and was told that I could not. The lady was extremely **** and **************. I willmwver ever shop there again.

  Business response

  01/03/2022

  Business Response /* (1000, 5, 2021/12/21) */ I have reviewed the situation with the store manager of the location that Ms. ***** attempted to do her exchange. There was a misunderstanding by the teammate who was assisting Ms. ***** with the exchange. The denim Ms. ***** presented had another merchants receipt with it, so the teammate assumed it wasn't a Buckle denim. Ms. ***** came back to the store and worked directly with the store manager and he processed the exchange and she was given a gift card for the inconvenience of the matter. We hope to see Ms. ***** back in our Buckle stores very soon!

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just have to say Buckle customer service has gone completely down hill. First my return was denied for absolutely no reason, the items were NEW with the tags there that were removed but the items were never worn. So they get supposedly sent back to me, which NO ONE LET ME KNOW, I had to ASK when I saw the refund for the other items but not these two, and now I don't even get my items back because the package got marked delivered but isn't, and there's nothing they can do? Thats ****. I am closing my buckle card and NEVER shopping there again. And I've been a Buckle Black member for YEARS. Since **** I have spent several hundred to thousand dollars a year at the Buckle and the last year its all been **** service.

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/06) */ We will process the refunds for both items. The refund should reflect on your card statement within 3-5 business days.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Seeking refund for order # ********* from store at *************************** in ********. I was denied a refund for an online purchase due to me trying on my 2 items and removing the tags. I also cleaned the items in light of the current pandemic. I was treated terribly and with disgust by the sales associate Amy. She told me that no retailers take clothing back without the tags on them. I have never been denied a return for clothing under the same circumstances from any retailer. Knowing I am now out of $******, with no jeans that will work for me, I got upset. Told he I wanted her name and the number to customer service. Especially since I have purchased items online and returned them to this store with no issue in the past. I was threatened to have security called in me so I left to call CS. Then a man approached me telling me he was going to help me. He seemed only interested in getting my information and where I worked. He then tried to coax me back into the store. When I told him I didn't want to interact with Amy again, he yelled at me that he would have me arrested if I ever came back. I was threatened to be arrested for stating that I wanted to avoid any further issue. I would like for this man to be educated on what a threat truly is and an apology for threatening me(*********-a statement of an intention to inflict pain, injury, damage, or other hostile action on someone in retribution for something done or not done.) I would also like my refund for the items ordered in exchange for the items.

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/02) */ We have reviewed the situation at the corporate office and our Guest Services department has sent a prepaid label to Ms. ***** to the email on her account as of 11/30/21. She can send the order into the corporate office for review and to process her return as desired. Thank you.

• Initial Complaint

  11/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In October 2021 it was my very first time shopping at this store. My friends told me to go there as the cloths are great material, style, and price. The cloths there seem to last long basically. Well I end up buying two outfits with flannel tops and I spend over $***. I sign up for the store credit card. Anyways I go to wear the first outfit and the flannel top has a huge hole by the collar. I take it to the store they do an exchange and I have to go back for a new one the next week. A coup days later I go to use the second outfit and guess what the flannel was tearing at the seams. I email customer service frustrated that once again an item is destroyed, how I spent $***+, done this once already, and how it's ridiculous I bought ripped clothing. I ask for a reimbursement on my account. Nope either I return it or exchange it. I said no to either that I'll ask someone to sew it. I would just like a reimbursement on my account for the hassle. They didn't want to resolve the problem so I'm debating on returning everything and canceling my credit card. It's ridiculous and they stopped responding after I mentioned all of this. I will never recommend for people to go to buckle. They can go to ********, ********, ******, **************, or literally anywhere else. I will not be shopping there ever again. I will be canceling the credit card for sure.

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/11/10) */ Buckle did communicate with Ms. **** and offered to send a prepaid label to have the flannel top mailed back to Buckle at our expense. Ms. **** stated that she wanted reimbursement for the item, but did not feel that she should have to return the flannel. Issuing a refund without receiving the item is outside of Buckle policy. Thus, if Ms. **** would like to return the item, Buckle is willing to send the prepaid label. Consumer Response /* (2000, 7, 2021/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is correct. I asked for some type of reimbursement. Not a refund for the product as that is not fair to the company, giving away free cloths when a customer gets a ripped garment. When I asked for a reimbursement I was referring to points added to my account or a coupon for **-**% coupon on my next purchase. Something to apologize for the second ripped garment I bought which actually became three when I went to wear one of the shirts I bought that had a hole in the front. People are able to try on all the cloths in the store which I think should be monitored because this is part of the reason why some of the clothing is damaged before it is bought.

*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. ↩