ComplaintsforDr Martens Air Wair U S A

Retail Shoes

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Initial Complaint
09/13/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I ordered shoes, laces, and insoles from this company online on September 3rd, 2024. They then proceeded to only ship the accessories and no shoes with no explanation. Upon receiving the package, it in fact only included the accessories loosely packaged with no packing slip or anything else. On September 9th I attempted to contact customer support and the remainder of my order and did not receive a response. I followed up via email both on September 11th and 12th with no response. I attempted to call the only listed phone number on the website which was in the ** and incurring international calling charges both trying to fight with the automated messaging and it not finding my order at all. Upon further searching outside of their own website I was finally able to find their US phone number which should have been listed on the website but was not. I informed them I was not able to return the items as well as all of the above information. Their solution was to cancel the rest of my order claiming they did not have the item in stock anymore due to a website error even though I had ordered two weeks prior. They did not inform me of any problems at all until then completely taking away any chance for me to fix the issue. I am now out of two for the next month and have items I can no longer use or return because this company failed to deliver on the purchase promise. They also provided an insulting 20% discount on an order despite the sale having ended. I demand a full refund of my entire order without returning anything or this company will provide me a substantial discount on a new order (minimum of $75) in the form of a gift card or other discount. This company falsely advertised products they did not have at a reduced price that would inevitably attract purchases. Had I not complained several times they would have just taken my money and ran. I demand resolution now.
Business response
09/13/2024
Hi, Aliya. This is ***** with Dr. *********************** I responded to you via email, but I'll leave a response here as well.
I'm happy to provide you with a courtesy $50 gift card off a future online purchased, but I cannot provide you with both this gift card and the 20% discount code. I can do one or the other. If you'd prefer that gift card, please let me know and I'd be happy to disable the discount code and make that store credit for you.
Customer response
09/23/2024
This is my official statement that no resolution has been provided.
Initial Complaint
06/17/2024
Complaint Type:
Product Issues
Status:
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.
Dear *********:I ordered Dr. ********************** shoes back in May 10, 2023 and it was sent in the wrong address. I notified Dr. ********************** that I havent received the order. The customer service ******** states she will send a new one but I had to pick it up in **********************************. I told her to send it to my address, and she will not work with me. ******** told me she will send me a tracking number and I still havent received the tracking until I contacted them today 06/14/2024. I waited for the bus for 30 minutes and did not arrive. I walked 35 minutes to the said location, I had to look for it for 5 minutes it was inside CVS and when I went home I got caught in a bad storm which made me more unsatisfied with how this service is going. Im drenched in rain and sand from the storm. I would like a full refund due to lack of accountability by the company and a really bad service by the people who work in Dr. **********************. They can simply send this item in my address. Please help me with this matter.
Business response
06/27/2024
Hi, Ivy. Your refund was processed on June 19th, per your last email with us. As you purchased with AfterPay, the refund was sent back to AfterPay, who will cancel any future payments against this order and refund what you've already paid. If that's not occurred yet, please contact AfterPay directly.
Initial Complaint
06/12/2024
Complaint Type:
Delivery Issues
Status:
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.
This is my first time shopping with Dr. ********************** and probably my last as Im really disappointed in my recent experience.My order #******** said it was delivered on the 30th, I never received it. I spent days asking; my neighbors, management, etc. No one was able to find the package.I filed a claim with Dr. ********************** - I get no updates until today (6/12) that Im not being issued a refund. No explanation. This is my last attempt to try the resolve this, as its super unacceptable. I dont have my order that I purchased nor my funds.
Business response
06/12/2024
Hello, ****. Thank you for reaching out to us.
Due to the selection of My Choice with **** we are unfortunately unable to open a lost package investigation with **** When selecting My Choice, the recipient (you) releases *** from any liability for this package, meaning if it goes missing, *** will not look for it.
You can find the terms and conditions of *** MyChoice here: *************************************************************

As *** is unable to verify that this package is lost and unrecoverable, we are unable to process a refund. However, as a courtesy, we would be happy to either send you a replacement package or create a store credit (usable either online or in-store) of the amount you paid. Please let me know which option you'd prefer.
Customer response
06/17/2024

Complaint: 21840115

Hi!
I would appreciate a replacement but I will most likely have to end up returning it for a refund since I was able to re-purchase in store.

Sincerely,

***********************
Business response
06/27/2024
Hi, Maya.
If you've already purchased a new pair in store, I might be able to assist you with a refund. To me, that serves as "proof" that you didn't get the original pair. For that refund, could you please provide me with a copy of the receipt for your in-store purchase?
Initial Complaint
05/02/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
My ********************* fell apart at the seams. I contacted dr martens because they have a warranty and Ive received no response. This is absolutely a manufacturing issue and Im shocked at how they fell apart. Ive been wearing dr martens my entire life and never had this problem.
Business response
05/03/2024
Hi, *******. Thank you for following up on your email and I'm very sorry that you've not receive a response yet. I'll make sure your claim gets responded to by EOD today.
Initial Complaint
02/15/2024
Complaint Type:
Delivery Issues
Status:
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.
I purchase 5 shoes/boots (order number 80087810)on December 27 2023 for a late Christmas present for my friends as a secret present the amount of order was $936.38. Once they got here I gifted them the shoes and none of the shoes fit any of my friends sadly and I had to return them back to ***************, the order got delivered back to them on the 11th of January. So I called them 2 weeks after they got the package back because thats enough time for them to processes the refund but they didnt. So on the tracking the items got back to them on the 11th and 6 days laters they decided to throw away the package because thats what *** tracking says ( tracking number 1Z6R94189010879930) they told me they would refund me a week after they just wanted to contact *** and then email me with a refund update. So its been a month already and still no refund as of today Feb 15 2024, I havent received any update about anything. Just want my money back and buy them in a store since it a headache online with returns.
Business response
02/26/2024
Thanks for reaching out to us.

We have not processed a refund for your order due to the returned items not being received. We've identified at least three orders (including ********) that were all purchased using the same IP address that all had similar return issues. For all three orders, zero items were received. For at least one order, a box was received but it contained no items purchased from Dr. *********************** The odds of this happening three times from the same user / IP address is astronomically low which leads us to believe that this is some sort of fraud. A refund will not be processed until we have received the items.
Initial Complaint
02/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hello,I recently purchased a pair of shoes directly through the **************** website. I purchased my normal size, I have tons of shoes in the same size. Once the shoes arrived they were significantly smaller than usual. I was disappointed but I just needed to exchange so it wasnt a big deal. I messaged right away about my return/exchange once I realized I was unable to return/exchange in store. However, there is a $7 charge for shipping that is taken from your refund. There is a store in my city where I can return or exchange so I dont see why I would have to pay $7 to ship something back that didnt fit. It seems like their product was made differently than most of their shoes since it was the size I always buy. Its not my fault their shoes arent made consistent. I messaged the company MULTIPLE times in order to get the $7 waived since the shoes are already $100. But every time I received a message back they disregarded the request or question all together. I just received a generic oh the shoes didnt fit just sent them back. This is unfair and quite frankly robbery.
Business response
02/13/2024
Hi, *******. As a one-time courtesy, I've refunding the $7 return shipping fee.
Initial Complaint
01/26/2024
Complaint Type:
Product Issues
Status:
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.
I ordered three pairs of shoes from the **. Martens website, I returned three pairs of shoes and only received a refund for two pairs. I have attached the invoice, and tracking number for the returned three pairs of shoes, and the two pairs that were refunded.
Business response
01/26/2024
Hi, ****.
The refund for 30689717-050 was processed for you earlier today, and an email confirmation was sent confirming this refund. If you've not received this confirmation email, please let me know. You should see the funds back in your account within the next couple of business days.
Initial Complaint
01/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am reaching out regarding my order #********. I returned this order and I noticed my order was delivered to your warehouse on Tuesday Janurary 16th. It states on there website refunds are processed within **** business days which has already passed. I still have not received any form of communicated from **************** about when my refund will be processed, Ive sent several emails to them no one has gotten back to any of my tickets. I want my money back for the items that I ordered this is ridiculous!
Business response
01/26/2024
Thanks for contacting us, ****** and I'm sorry for the delay in responding to the email you sent on Monday! Refunds take **** business days to process after receipt during periods of heavy returns. Today would be the 8th business day, as your package was marked as delivered on 1/16. I have processed your refund and you should receive an email confirming that refund shortly. The refund will go directly to AfterPay, who will then cancel any future payments, and refund what you paid, up to the amount that was refunded. Please let us know if you have any further questions or concerns!
Initial Complaint
01/19/2024
Complaint Type:
Delivery Issues
Status:
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.
I placed an order with Doc Martens online and it was received according to *** yesterday. My order number is ********. If you look at the photo of the delivery, tehre is nothing that even indicates the package was delivered to my address. I have not received my boots at all.I called customer service today and infomred them as such. I requested for a refund since its CLEAR this order was not in fact delivered to me and instead was given the run around of having to wait nearly 3 weeks for a resolution. This is beyond unacceptable.Please refund this order.
Business response
01/22/2024
Thank you for reaching out to us, ****** and I'm sorry that your package did not arrive to you. We have opened a lost package investigation with **** who will be searching for the missing package and will redeliver it found. If *** is unable to locate your package within 10 business days (two weeks), we will process a refund for the missing items. We are unable to offer a refund before *** has an opportunity to search for and redeliver the package. I apologize for the inconvenience, ******.
Customer response
01/29/2024
This is still not resolved. It's been over a week and a half and I have still not received a refund or my items. I want a refund at this time
Business response
02/13/2024
Hi, ******. A refund was processed for you on January 31st. I've resent your refund confirmation email, if you didn't receive that.
Initial Complaint
01/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered shoes and returned them, they arrived back at the store a month ago. I still haven't received a refund. They do not respond to emails, and it is impossible to reach them on the phone.
Business response
01/02/2024
Hi, ******. I'm happy to look into this for you. Can you please provide me with the corresponding order number? If you have the return tracking number, I'll take that too. Thanks!
Customer response
01/03/2024

Complaint: 21084575

I am rejecting this response because:
I haven't received a refund. The order no. is 7932707
The tracking no. for the return is 1Z6R94189037135719
Sincerely,

***********************
Business response
01/22/2024
Thank you for providing that, ****** and I apologize that you were not refunded in a timely manner. I have processed a full refund of $161.33 back to your PayPal account. You should receive a confirmation email shortly, and the funds should be in your account within a couple of business days. Please let me know if there's anything else I can help with, ******.
Customer response
01/23/2024

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,

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

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