Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a pair of boots that were a size too small in February 2025 and received an email on 2/14/25 that the return was received. In the body of the email, Sorel states "Thanks for sending back your return. We are working to quickly process it and issue your refund. This can take up to 7 business days." I contacted customer service via the chat feature two weeks ago to check on the status of my refund and was told that "the warehouse still needs to review the product before issuing the refund" and that it would take a few more business days. Still not having received my refund, I called today on 3/12/25 and was told "we don't know why there are delays happening with the warehouse but I have asked them to issue your refund and it will take another 3 to 5 business days." Sorel is withholding my refund nearly a month past the point of my return, and unable to give me any information about why. Buyer beware - if you have to return an item, you will likely need to stay on top of their customer service team for at least a month before you see your money back. To top it all off, they deduct the return shipping from your total.

  Business Response

  Date: 03/12/2025

  Thank you for working with us toward a resolution! Please feel free to reach out if there is anything else we can assist with.

  -M

  Customer Answer

  Date: 03/12/2025

   
  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. An associate from Sorel successfully processed my refund.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 pairs of Sorel boots on 2/18/24. The eyelets for the laces on one pair of the boots completely broke, making them unwearable. The eyelets on the other pair were due to break at anytime. Since the boots were still under warranty, I filed a claim on 2/15/25 and shipped them back, at my expense, and made sure to include the purchase receipt showing the purchase date of 2/18/24,along with the ppw for the warranty claim dated 2/15/25. I just received the boots back, and Sorel is claiming that the boots are out of warranty.

  Business Response

  Date: 03/11/2025

  Thanks for taking the time to speak with us and work towards a resolution. We will continue to update you via email. Please feel free to reach out with any questions! - J

  Customer Answer

  Date: 03/16/2025

   
  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,
  
  ***** ***

• Initial Complaint

  Date:02/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue Summary:I purchased an item from Sorel that was supposed to be delivered in December 2024. However, I never received the order despite being charged for it. Since then, I have made over 10 attempts to contact Sorel via phone and email to resolve this issue.Sorel initially claimed that their investigation process takes seven business days, but after three months of delays, I have yet to receive any resolution. I have been repeatedly hung up on, ignored, and misled about the status of my case. Meanwhile, I am still being charged for an item that was never delivered.Why This Violates Consumer Rights:This is a clear violation of consumer protection laws, including:The Fair Credit Billing Act (FCBA): Protects consumers from being charged for goods they never received.The ************************ Act (FTC Act): Prohibits deceptive business practices, including false promises and failure to deliver.

  Business Response

  Date: 02/20/2025

  Thanks for taking the time to speak with us today. We are sorry that we were unable to reach an agreed upon resolution. If you would like to reorder, please call customer care. - S

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I searched for months for this boot. I am very particular if i did not get these boots I wouldn't have bought a pair. I watched it on ******, I searched for it on ******. Finally, I found it on Buckle on sale. I asked my mother for the money because I do not have the finances I purchased the shoes as soon as I received the money from my mother and was VERY happy. Around this same time ******* had lost my mobile device in the mail when I sent it out for repairs. I didn't need another issue. I wore the shoes literally a handful of times, only wore them when it snowed which before the boots were sent out was only three to four times. lacing my shoe up happily to go enjoy the holidays w/ my boyfriend who came to visit from ******* and the buckle flew across the room. I did not wear the boots that day and I went to the store to see if they could order a new pair for me. Unfortunately, the shoe was out of stock at ****** so i was given the customer service number to call and see if there was another way to order the boots. I already started my warranty claim with Sorel. I still had about six weeks to return my shoes to buckle for a full refund. I called Sorel Warranty due to not having the money to ship the boots and understanding the warranty process. The Sorel warranty agent said once they received my boots they would look to see if they were able to be repaired, if they were they would be fixed & shipped back to me if not I would be able to decide how I wanted to get them back. I explained to the agent in the call how the shoe was out of stock at ****** and no longer sold at Sorel. I told her that the product was available on Sorel at ******. I was informed that I'd be able to use the money to purchase the boot from wherever. I was also told that I would receive the retail value AND my $20 shipping cost back. When I found that wasn't true I requested the boot back so I could figure out how to fix them myself. I do not wish to purchase anything else from this company

  Customer Answer

  Date: 02/13/2025

   I have had multiple emails from Sorel yet no response to the claim. I would like to update the complaint with some screenshots. They seem to have no intention on settling the claim just asking for more of my time. I want my money back, not a gift card. I have purchased new boots from *****.

  
  

  
  

  Ebony Heart Waters

  Customer Answer

  Date: 02/13/2025

  I have had multiple emails from Sorel yet no response to the claim. I would like to update the complaint with some screenshots. They seem to have no intention on settling the claim just asking for more of my time. I want my money back, not a gift card. I have purchased new boots from *****.

  
  

  
  

  Ebony Heart Waters

  Business Response

  Date: 02/14/2025

  After multiple attempts to connect with the customer, we were unsuccessful in speaking. If you do still need assistance, please contact customer care. -S

  Customer Answer

  Date: 02/14/2025

   
  

  Complaint: 22906592

  
  

  I am rejecting this response because: Sorel did not respond here they reached out through emails which I provided 4 days ago to BBB. They are messaging about price match and customer satisfaction NOT a refund. The only solution they have to offer is my money. That was my first and last Sorel OR Columbia purchase and I will NOT be purchasing again. I was told I had 24 hours to respond today and when I respond the reply email says the case was closed already. They have my number have not attempted to call and they have not spoken about a refund or solution in ANY of the emails. Just an attempt to buy more time and say I didn't respond when I informed them that i am two weeks behind on school as a full time student and I was moving alone and have to be moved by tomorrow. They are attempting to make it seem like I haven't communicated when the only response here on BBB was a lie.

  
  

  Sincerely,

  
  

  Ebony Heart Waters 

  Business Response

  Date: 02/24/2025

  After multiple attempts to contact this customer to discuss their inquiry, they have expressed they do not want to speak with us. If you need further assistance, contact customer care. - S

  Customer Answer

  Date: 02/24/2025

   
   

  Complaint: 22906592

  
  

  I am rejecting this response because:

  
  

  Sorel continues to lie and waste my time. i will be sure to put this ALL over with my entire story. 

  
  

  You CLEARLY do not have any intentions on correcting any of this. 

  
  

  I am way too smartand a Heyoka empath. What is rhere to talk about!? ***** wanted to talk to me when I was trying to stop the destruction of a pair of shoes that were bought for me as a gift for the snow in upstate **, that is no longer made. I was told there was nothing they would do by a female supervisor in the warranty department that I got on more than one occasion with this warranty claim.

  
  

  You are saying if I call YET again when I called MANY TIMES BEFORE that I will NOT waste my time and get my money back correct??

  
  

  You need to be honest and say exactly what I said to you and not make it look like I have not entertained this for over a month. 

  
  

  Please be real. 

  
  

  If you see on the BBB complaint I am also a veteran as well as my mother who's retired and on a fixed income who's money you stole. 

   

  
  

  
  

  Sincerely,

  
  

  Ebony Heart Waters 

  Customer Answer

  Date: 02/28/2025

  I do. There is no resolution coming from any of this and you are updating my complaints almost a week after I inform you. Sorrel is just wasting time. My birthday was ********************* there is no longer any room to compromise. I want my money back. They know they messed up but not just sending the shoe and making it so that O had nothing. Knowing that I didnt want anything else from either of their companies. I have told them over and over I have no time for this I already spent hours on hours on the phone with their warranty department when I was told they would not see if my boot was destroyed leaving it to be destroyed and no other options for me OR them. I want $180 plus shipping. Their calls are recorded they know I only sent the boot in because I was reassured that I wouldnt be left with no options. Meaning Id be able to purchase it from the only other place it was available which was ******. Probably sold out now. 

  
  

  They are looking for me to break communication when I informed them Im a single, only child, full time student and moving from one city to the next ALONE. They keep insisting on more time and I will not give it. They have EVERYTHING they need to issue me a refund. The credit will NEVER be spent. They are aware. Im a first and last time customer. Worst experience.

  
  

  Ebony Heart Waters 

  Business Response

  Date: 03/06/2025

  We have spoken with the customer and advised that they were issued a merchandise credit in January. - S

• Initial Complaint

  Date:01/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two pairs of boots from Sorel for over $300+. ****** is the carrier for my order. On 1/17, OnTracs tracking number said that the package was delivered on 1/17 at 1.40PM. However, the package was never delivered. I contacted Sorel customer service via phone number on the same day at 3.18PM to inform them about the issue. The agent put me on hold saying that she would get me a supervisor to deal with this issue. I was put on hold for a long time and the supervisor never picked up the call. The line eventually got cut.I then sent them 2 emails. First email shows a fake signature by the driver saying that the package was delivered. Second email includes an evidence from doorbell camera that in fact, the driver never showed up to the apartment. I have all the evidence to prove that the package was never delivered.I provided all these evidences to Sorel customer service and never got a response. I want them to reship the 2 pairs of boots that I ordered and for the package to be delivered by 1/27. I never got a response from them. Please help. I am out over $300++ and Sorel does not care about their customers.

  Business Response

  Date: 01/21/2025

  Thanks for speaking with us and working towards a resolution. We will continue to keep you updated via email on your resolution. - SH

• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pair of **** of Arctic snow boots at 50% off on December 25th, 2024 for a total of $136.09. I waited and I never received my package. I contacted customer service and opened a ticket telling them I never received my package. They told me that the package had been successfully delivered and to contact the delivery company. I followed up a second time with Sorel **************** to let them know that I STILL had not received my order and they said again that it had been successfully delivered and I needed to follow up with OnTrac/LaserShip. I STILL have not received my package. I was home all day on the day it was supposedly delivered. No knock on the door. No tag left on my door. Nothing. Where is my order? I followed up with the delivery company and no response.

  Business Response

  Date: 01/20/2025

  Thanks for taking the time to speak with us. We're sorry that we could not reach the resolution that you were hoping for. If you need further assistance, please contact customer care. - SH

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22822259
  
  I am rejecting this response because: I paid for a pair of snow boots and shipping and it is Sorel's responsibility that they work with shipping companies that are reputable and ensure that the package gets to me safely.
  
  Sincerely,
  
  Ariyada ******

  Business Response

  Date: 02/04/2025

  After multiple attempts to connect with the customer, they have indicated they do not want to speak with us. If you need further assistance, please reach out to customer care. - SH

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22822259
  
  I am rejecting this response because I have exchanged a number of emails with ****** from Sorel customer service. We have previously discussed what Sorel needs to do to rectify the situation. ****** now INSISTS on having ANOTHER phone call and wasting my time. I have clearly stated via email what actions Sorel needs to take. Stop trying to make a phone call happen. We can communicate through email which I will be happy to attach to all my BBB complaints.
  
  Sincerely,
  
  Ariyada ******

  Business Response

  Date: 02/17/2025

  We have advised the customer that we would need to speak with them on the phone to discuss options for resolution, after multiple attempts, they have declared they do not wish to do so. If you need further assistance, please call customer care. - S

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22822259
  
  I am rejecting this response because Sorel IMPLIES that the only resolution is to talk on the phone. I have ALREADY spoken with them on the phone. Specifically ******* I have already made clear what needs to happen to resolve this complaint: mail me the boots that I ordered on 12/25/2024. I don't wish to further waste TIME on the phone rehashing the same thing over and over. They already know what they need to do and refuse to do so.

  I REJECT their response, specifically *********
  
  Sincerely,
  
  Ariyada ******

  Business Response

  Date: 03/03/2025

  We have attempted to speak with the customer further about their inquiry, and have been told they do not want to speak with us. At this time, if you need further assistance, please call customer care. - S

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22822259
  
  I am rejecting this response because I have told the customer service department at ********************** exactly what they need to do to resolve this situation. I reject their response.
  
  Sincerely,
  
  Ariyada ******

• Initial Complaint

  Date:01/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/23/2024 I placed on order on the Sorel website. Initially my receipt suggested I would receive the order on 12/31/2024. The item tracking showed arrival in **************, on 12/31 and then on 1/4/2025 the status was updated to "In transit to next facility". I checked tracking again on 1/6 and the status has not changed. I contacted Sorel on 1/6 for help, they told me I had to wait until 1/7 to do anything about it. I contacted again on 1/7 and asked for a refund of my purchase. I was then told they had to do a missing package investigation which would take an additional 5 days. I then spoke with the "supervisor" who did nothing but regurgitate the corporate response. As of today 1/10/2025, I still have no response to my concern and have not received my order. I have asked for a full refund and to date have been denied. A case number, ******** has been assigned.

  Business Response

  Date: 01/17/2025

  Thanks for allowing us the opportunity to assist you with a resolution! - SH

  Customer Answer

  Date: 01/17/2025

   
  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,
  
  **** *******

• Initial Complaint

  Date:12/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased boots from them on Dec 3. A delivery exception was noted on Dec 8. Waited until Dec 12 to reach out to customer service of both seller and shipping partner. Shipping Partner agreed based on tracking details to give it 1-2business days to see if anything changed otherwise they were most likely lost. Sorel got back to me two days after that to finally help and I explained what was going on and they said theyd open an Investigation even after I shared what the shipping partner had shared with me and screenshots. But fine. Waited patiently again. Dec 23 the tracking was updated and said the boots were lost by the shipping partner and to reach out to the seller (Sorel) to resolve. Reached back out and they told me I could buy ANOTHER pair of boots while they continue their investigation instead of resending. They are a huge scam at this point. I just want the boots for my child.

  Business Response

  Date: 12/28/2024

  After multiple attempts to connect with the customer, they expressed they do not want to speak with us to work towards a resolution. Please reach out to our customer care team if you need any further assistance. -SH

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When tried on the SOREL boots at the store, they felt nice but the first time I wore them on a trip a week later, I noticed the uncomfortable feeling and pain on my left ankle. Theres not a seamless connection at the left boot ankle area. Making it very painful and uncomfortable to wear. I thought it could have been my socks or pants in the way but that wasn't the case. I wore it another time, with the same result... a huge blister on the **** of my left ankle. When i tried to file a warranty claim, they told me I had to ship both boots back at my expense and there was no guarantee of fixing or refund. When contacting the warranty department a few times via phone, noone ever picks up the phone.

  Business Response

  Date: 12/21/2024

  Thank you for taking the time to speak with us and work towards a resolution. -S

  Customer Answer

  Date: 01/17/2025

  When I originally filed a complaint, SOREL reached out to me right away, gave me instructions on how to proceed and closed my case. But I am unable to reach them again and I have not received a resolution after shipping back my boots as per their instructions.

  Business Response

  Date: 01/18/2025

  Thanks for taking the time to reach back out. We are glad that we were able to provide you with a resolution. - SH

• Initial Complaint

  Date:12/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Purchase: November 25, 2024 Amount Paid: $101.00 Product Ordered: ONA AVE Women's Zip Wedge | 242 | 8 Color: Velvet Tan, Gum 2 Size: 8 Quantity: 1 Order Number: ********* Date of Delivery: December 2, 2024 Complaint Description:On November 25, 2024, I placed an order on the Sorel website for a [product name]. I was excited to receive my order, but when the package arrived, the box was visibly damaged, and upon opening it, I found the box to be empty. There was no item inside that I had purchased.I immediately contacted Sorel customer service to report the issue, and they initiated an investigation into the missing product. However, after the investigation, they have refused to offer a refund or send a replacement for the item. Despite the clear evidence that the product was never delivered to me in the condition expected, Sorel has failed to resolve the situation to my satisfaction.Resolution Sought:I am requesting either the replacement of the item that was not delivered or a full refund of $101.00 for the purchase. The lack of resolution and customer support from ********************** is unacceptable, and I believe they should be held accountable for not providing the goods that I paid for.I would greatly appreciate your assistance in resolving this matter.

  Business Response

  Date: 12/13/2024

  Thank you so much for taking the time to share your experience with us. If you require any further assistance, please feel free to contact our customer care team. -S

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22677832
  
  I am rejecting this response because:I find your decision not to issue a refund or replacement to be unacceptable.

  I have reason to believe that the issue did not occur at my apartment. Based on the circumstances, I suspect that something may have gone wrong either during transit or during the packaging process. It is disappointing that Sorel is unwilling to investigate this further or to offer a resolution for a product I never received.

  As a customer, I trusted ********************** to ensure the successful delivery of my purchase. This situation has left me feeling dissatisfied and undervalued as a loyal consumer. I strongly urge you to reconsider your position and make this right.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/20/2024

  We are sorry that we are unable to reach an agreed upon resolution. If you need any further assistance, please feel free to contact customer care. -S