Complaints

This profile includes complaints for Dr Martens Air Wair U S A's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Dr Martens Air Wair U S A has 5 locations, listed below.

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  Dr Martens Air Wair U S A

  10 NW 10th Ave Portland, OR 97209

• 

  Dr Martens Air Wair U S A

  1509 2nd Ave Seattle, WA 98101-1507

• 

  Dr Martens Air Wair U S A

  3627 N Anchor St Portland, OR 97217-7660

• 

  Dr Martens Air Wair U S A

  PO Box 29017 Portland, OR 97296-9017

• 

  Dr Martens Air Wair U S A

  2 NW 10th Ave Portland, OR 97209-3106

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:03/27/2025

  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 placed an order directly from dr martens website and upon receiving my shoes I got two different size shoes. I immediately reached out to customer service (March 19th) and stated my issue, and then upon receiving their auto response stating it would take up to a week or longer for someone to contact me, I re-ordered the shoes in hopes the sizing would be correct this time. I immediately followed up with dr martens under my case email and let them know I ordered a replacement but was waiting to send the first pair back until I heard from them. I received one email from their customer service which provided a return label, and also asked if I wanted a replacement pair over nighted. I then promptly emailed back stating again that I already ordered another pair and would not need a replacement from them. I did not hear back from them after that until today (March 27th!) when a new pair randomly arrived and they confirmed I received it. I contacted their direct number to complain that I did not request this and I had already sent back the mismatched pair and was waiting on my refund. The customer service agent told me I would not receive a refund until I sent back the other pair that I AGAIN DID NOT REQUEST. Absolutely absurd for such a large company and truly such lack of communication that has led me to be DOUBLE charged. I requested an immediate refund and they would not provide one.

  Business Response

  Date: 03/28/2025

  Thank you for reaching out, *****. I'm very sorry about the mismatched pair, as well as for my team not providing the support you needed. I'm happy to help resolve this for you. I've sent you a return label so you can send back the duplicate pair that was delivered on 3/27. Please send these back to us within one week, if possible. If you'd like me to have *** schedule a pick-up from your house for your convenience, please let me know. As a courtesy, I've processed your refund today so you should receive an email confirming that shortly. 

  If there's anything else I can help with, please let me know *****. 

  Customer Answer

  Date: 03/28/2025

   
  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.
  
  I would also like to include that I have sent the pair of shoes back and have provided a screenshot of the *** tracking so far.

  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/18/2025

  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.

  The company has spammed my cell phone, ************, over 200 times in the last few months. I have unsubscribed (never subscribed to begin with), and blocked each number, but they have dozens of different numbers they are spamming me with, even in the wee hours of night. I have sent two cease and desist letters which thusfar have been ignored.

  Business Response

  Date: 02/19/2025

  Thanks for reaching out to us, ****. I'm happy to have your phone number removed from our ************** There're a few things you've mentioned in your complaints that I'd love more information on. You mentioned that we've been using "dozens of different numbers" to contact you. There's only 1 number that we use which is 46372. Do you have examples of the other numbers that have contacted you? You also mentioned that you've been contacted late at night. Per our records, the latest text that was sent to you was 5pm PST which complies with Florida's state quiet hours. Can you provide any screenshots of an example where you've been texted from us later than that? Thank you very much. 

  Customer Answer

  Date: 02/19/2025

   
  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.

  I blocked all the numbers that were being called from - so unfortunately I cannot provide the list of numbers. Thank you for your service.

  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/10/2025

  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.

  1/27/2025 - immediately upon receiving the completely wrong order (wrong shoe, wrong size) I contacted Dr Martens via the online form per their site's instructions to explain that I'd received the wrong item. (Their instructions say that if you've received the wrong item, to contact them before returning it.) 2/3/2025 - contacted Dr Martens again via the online form restating the problem and asking them again for help. 2/4/3025 - contacted chatbot (file attached of our conversation) I would either like the correct item that I ordered sent immediately (with 2-day shipping), and a paid label to return the incorrect item, or I'd like a refund and a paid return label to send back the wrong ********** is 2/10/2025 and I STILL have not had a single response. I want the correct pair of shoes shipped out (with expedited shipping) and a return label to send back the incorrect pair I have. This is a completely unacceptable experience for any purchase, especially for a nearly $300 pair of shoes.

  Business Response

  Date: 02/11/2025

  Thank you for reaching out to us and I'm sorry for how long it's taken to respond to your case. I've just sent you an email with details about your exchange as well as a prepaid *** shipping label. 

• Initial Complaint

  Date:02/07/2025

  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.

  Order: ******** I ordered on Nov 28th, 2024 for 2 boots. 1 boot was fine but the other had a defect. So, I went to a local store to return it. They agreed that it was a defect, but they didnt accept online returns. I placed an online return form. However, I filed a complaint on the return fee and all the fees related to shipping. They said they will reimburse me if I get an exchange. I said no twice to the exchange and settled for a return. I returned the boot, but today I got an email saying that they processed it as an exchange and are sending it back.

  Business Response

  Date: 02/10/2025

  Hello and thank you for reaching out. I apologize that you were forced into an exchange when you made it clear you were seeking a refund. We can absolutely honor your request for a refund. Unfortunately, the replacement pair has already been delivered so we'll need to get that pair back to process a refund for you. Attached is a prepaid shipping label. When you have sent the pair back, please let us know by responding to your email thread (ticket 965530). Once I see that the pair is on the way back to us, I will have a refund processed back to your card. 

• Initial Complaint

  Date:01/28/2025

  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.

  On 01/20/2025 I ordered a pair of Aniston hi leather biker boots size 8 black for 198.35$. they were supposed to arrive Friday 01/23 but the package did not arrive until 01/27 and they sent me a mens size 10 of something not even resembling what I paid for and they were in fact 100$ cheaper than what I ordered. I called and emailed the company sent photos everything they ask. Now they want to keep my money and/or shoes until they send me a return label by regular mail then I have to ship them back and wait for them to get them and accept them with totals about a month or longer. This was not my mistake and I want what I paid for and I want them to ship it immediately as this was not my error. Ive attached photos of purchase and of what they sent me. They also have my card details so there shouldnt be an issue sending what I ordered. If for whatever reason they did not receive them they could charge my card.

  Business Response

  Date: 01/29/2025

  Hi, *******. Thanks for reaching out to us. Regarding this comment "Now they want to keep my money and/or shoes until they send me a return label by regular mail then I have to ship them back and wait for them to get them and accept them with totals about a month or longer.": this is incorrect. We've already shipped your replacement order via *** tracking number 1Z0T81T00137852151. You should receive your replacement by the end of the week. 

• Initial Complaint

  Date:01/03/2025

  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.

  2 day shipping $30 was not honored - ** order was placed 12/20 and did not receive until 12/27 Missed Christmas gift, the website indicated orders placed by 12/22 would arrive Christmas Eve ** order was placed 12/20 and finally arrived 12/27 I would like shipping refund

  Business Response

  Date: 01/03/2025

  Thanks for reaching out to us, and I'm very sorry that you didn't receive your package in time for Christmas. I've processed a refund for your shipping charge and sent you an email confirmation of that. 

  Customer Answer

  Date: 01/03/2025

  I received no email (checked junk mail as well) or see any pending credits.

  Business Response

  Date: 01/15/2025

  Hi, *******. Your refund of 32.20 was processed back to your ApplePay account on January 3rd. Attached is a copy of your receipt. 

• Initial Complaint

  Date:12/30/2024

  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.

  I visited the Dr. ********************** store in ***********, ** on 10/30/24. They didn't have my size in the styles I wanted so they offered to place the order and have them shipped to me. After receiving the shoes (two pairs), I decided that I did not want to keep them. I brought them to the store to return on 11/12/24. The associates said they could not refund the order in store, despite the order being placed from the store. I emailed Dr. ******** customer support the same day regarding my concern (a return policy that was not communicated with me). They responded on 11/29/24 (over two weeks later) and sent me a return shipping label. I sent both pairs of shoes back in the same box. On 12/13/24 I received I refund for one pair of shoes (minus a $7 fee). The second pair of shoes has not been refunded. I emailed about this issue on 12/24/24 and called their customer support today 12/30/24. Customer support said I should receive confirmation today but I have not heard anything. I do not have faith in a timely response or resolution. I also never agreed to a return policy with a $7 fee since the order was purchased in store and I simply provided payment. Again, a return policy was not communicated with me and I did not have an opportunity to agree to any terms. I have tried resolving this with Dr. ********************** but they have not been responsive. See order and all comms attached.

  Business Response

  Date: 01/03/2025

  Hello and thank you for reaching out to **. This is *****, one of the customer service supervisors. As of 12/30, you were refunded for the 2nd pair. An email confirmation would have been sent to you at the time; I'll resend that to you if you've not yet received it. 

• Initial Complaint

  Date:12/27/2024

  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.

  I bought my daughter boots in June for college and they immediately started to rip. I called the company and they told me to send them back and they would send me a new replacement. I sent them pictures of the torn leather and told them what shoes they needed to replace. The replacement they sent me was for the wrong pair of shoes. They sent me replacements for a different pair of winter boots that are fine and not defective. They have told me they have no record of me ordering a second pair of shoes (I've attached both receipts) and that they only show I have bought one pair of shoes from them. Now I can't get her old shoes back or a replacement for the ones they now have in their warehouse. I just want her old defective shoes back or the replacement for the shoes they received in the mail. I've attached the receipt for the shoes that they said I never purchased and that they have no record of on file.

  Business Response

  Date: 01/07/2025

  Hi, *****. This is ***** with Dr. *********************** As of Thursday, January 2nd this has been resolved. If there's anything else you need, please don't hesitant to reach out to us. 

• Initial Complaint

  Date:12/25/2024

  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.

  Ordered 2 pairs of Dr. ********************** shoes from their online website on November 26, 2024, totaling $295.05. On November 29th I received notification that my package was delivered along with a photo of package in front of my door. However, when I got home from work there was no package. I checked with neighbors they did not have the package. I gave it a few days thinking it would turn up. On December 5th I submitted a claim on Dr. ********************** website. I received a generic response saying someone will contact me in 5-7 business days. Nobody from the company has contacted me. I made a second attempt to resolve on 12/15/2024 received no response, and made a third attempt on 12/23/2024 and received no response. The shoes were a Christmas present for my daughter so initially I wanted them to reissue my order. However Christmas is tomorrow so I had to spend additional money to buy my daughter gifts for Christmas. At this point I want a refund because the package was ordered basically a month ago yet I still have not received my order or a refund. This company is not responsive and I am out of $295.05.

  Business Response

  Date: 12/26/2024

  Thank you for reaching out to us, and I'm very sorry that you didn't receive your package from us. We'll reach out to *** and ask that they open a lost package investigation for you. You may get a call from them in the next coming days. 

  In the meantime, I'll have a refund processed back to your ApplePay account, and you should see the funds back within 2-4 business days.

• Initial Complaint

  Date:12/21/2024

  Type:Product 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 recieved a pair of Dr Martens **** Quad sandals as a gift and the base of one of the shoes came apart after less than three months of wear. I contacted the company for assistance, and they told me that they could not assist without proof of purchase, even though I had recieved the sandals as a gift several months before they broke. This is my third pair of Docs and I've been wearing the other two pairs for more than 5 years and I'm frustrated they're unwilling to rectify this blatant quality issue.

  Business Response

  Date: 12/23/2024

  Thank you for reaching out to us. While we do require a receipt for warranty claims to verify when the purchase was made, we'll review your case again and see if an exception can be made. Expect a response to your email ticket within 24 hours. 

  Customer Answer

  Date: 01/08/2025

  My official statement is that the issue has not yet been resolved with Dr Martens, as I still have a pair of shoes that fell apart after 3 months of infrequent wear.

  Business Response

  Date: 01/17/2025

  Hi, *******. On January 10th, you were provided with a shipping label and instructions to return your pair for a store credit via email. If you did not receive those instructions or otherwise need assistance with them, please let me know. 

  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. I will be mailing the sandals in question back to Dr Martens shortly.
  
  Sincerely,
  
  ******* ****