Complaints

• Initial Complaint

  08/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered motorcycle riding boots from them and they came damage. The zipper immediately fell off. They don't answer the phone, rarely respond to emails and when they did said to ship back but I would have to pay shipping! I am not paying to send something back that is damaged. Then when I call the woman was extremely rude and hung up on me! I called bakc and she said fine, send a pic of the broken zipper, I told her she didn't need to be rude with me, and that the boots are already packaged back up ready to ship back! This company is awful! She hung up on me and then wouldn't answer the phone when I called back!!

  Business response

  09/16/2022

  On Monday Aug 8 ****** sent us an email asking how to return her boots because they didn't fit. She sent a second email the same day stating the zipper broke and asking if they were even genuine Milwaukee boots. We saw the first message and sent her a RA# on the 10th. We did not see the second message until after we saw the third message which said I need a label boots are defective and don't fit. We asked her for her order number and item number and could she send us a photo of the damage. This way we could look up her order and see exactly what boot was ordered and after we saw a picture of the damage we would send a label. We needed to be sure there was actual damage to the boot. 

  After several requests to have her send a photo of the damage she called us. ***************** called stating in a rude tone that she wanted us to send her a return label she got boots that didn't fit and were damaged. We let her know that for us to send her a return label all she needed to do was send a picture of the damage. This is our policy for any item that *** be damaged. Once we could determine what the damage was we would send her a label. She got very indignant on the phone so our employee hung up. ***************** called back demanding a label stating the boots were packed up and she was not going to open the package to take a picture. Unfortunately the only way we can see if there is actual damage is if our customers send a photo. We had/have all intentions of correcting the matter once we saw a photo of the damage to the boot. 

   All the customer had to do was send us a photo of the damage and all of this would not have conspired.

  Thank you,

  *************************

  Owner

   

  Thank You

  Leather Bound

   

  Please note our new address as of April 17, 2022

   

  2941 Route 73 South

  Unit C

  *********** ** 08052

   

  Phone: ************

  Web: www.leatherboundonline.com

  Customer response

  09/16/2022

  
  Complaint: 17708372
  
  I am rejecting this response because:
  
  That story is incorrect. They sent an RA but I had to pay for shipping. No I didnt send a photo as the boots were already packaged and unable to open safely. The company was very rude and distinctly said regardless they wont replace or refund them. I dont deserve to be hung up and that is why I got rude with them. They are a very fraudulent company and should be penalized for this. 
  
  Regards,
  
  ***************************

*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. ↩