ComplaintsforKEEN
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Complaint Details
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Initial Complaint
05/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Got a pair of sandals as a gift wore the sandals .. had sandals less than a year the bottom fell apart. I contacted warranty and indicated it was a gift and the bottom fell out. They had to fill out the warranty claim sent some pictures. Then they came back and asked for a receipt and I told him it was a gift. Then I contacted them and they were really rude and said they cannot do anything and I said its your product that broke apart, fix it. Ill get me a new pair of sandals. They denied me. When I call Better Business Bureau, they said it was a threat.Business response
05/21/2024
Hello,
I am sorry that you were upset that KEEN was unable to approve your warranty claim. Typically, we require a proof of purchase based on the terms of our warranty. The agent offered you warranty, despite the fact your shoes were a gift and offered a work around because you did not have the receipt. The photo you provided, showed that the shoes you were gifted were made almost 17 years ago, this sadly is well beyond the exception period KEEN sometimes offers.
On the form you did put the product came from Dicks Sporting Goods, we are more than happy to look at a receipt from them and reconsider the claim if you can provide the receipt.
All the best,Customer response
05/21/2024
Complaint: 21738202
I am rejecting this response because:
Sincerely,
***************to keen footwear, not only your products that you sell are very low quality. Your customer service and your representative are very rude. They have indicated they were not able to read the tag because it was worn off now youre making up stuff saying its 17 years old this is acceptable. Claim is a 17 year old product when your representative was not able to make out the production. Very low quality company and very poor customer service and representative that handle. These claims are very rude to their customers not acceptable. only resolution Im looking for replace or fix my sandals. Im not looking for money.
Initial Complaint
03/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a $70 pair of shoes for my daughter and they immediately started falling apart with just light wear. I was able to return them for an in-store promo credit (I don't understand why the customers funds have to stay tied up at keen), that had an expiration date of one year. I tried on multiple different occasions to find shoes to buy, but the promo code doesn't work on sale items and it was hard to find a regular priced item I liked. So, a year went by and the credit (my money) expired! They refused to extend the date, stating it is out of their "system limitations." I requested a full refund if they couldn't extend the expiration date and that's not possible either, apparently. I am so upset with this crooked way they do business and their over-priced, poor quality shoes. This was the first time buying from keen and it will certainly be my last. I'll warn my friends and family about them, too.Initial Complaint
12/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am writing to highlight an issue regarding the warranty coverage provided by Keen Footwear for a product I purchased through an authorized retailer, Scheels. Despite referencing the warranty page, which lacks specification on the 30-day return policys eligibility criteria, I encountered difficulty in having the warranty honored for my purchase.As a consumer and business owner myself, I value transparency and adherence to stated policies. I do not seek responsibility for external factors but merely wish for Keen Footwear to honor the outlined warranty, ensuring fair treatment of customers.I reached out to Keen Footwear for clarification and resolution but have yet to receive a satisfactory response. This lack of acknowledgment or resolution has led to dissatisfaction.I kindly request your intervention to facilitate a resolution or clarification from Keen Footwear regarding the warranty coverage for products purchased through authorized retailers. Your assistance in this matter would be greatly appreciated.Initial Complaint
12/13/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Keen refused the warranty on their shoes. The shoes were bought from Keen directly. The warranty starts upon purchase but states that it doesnt start until the label is made. The warranty starts before the product is even shipped.Initial Complaint
09/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This complaint is in regards to warranty claim *******. I submitted a claim and it was determined a receipt was required based on email response. When I called in about the matter before the email response ******* mentioned that a receipt may be required depending on the details. All other info was provided as required. The business requires you to create an online account with then by the way which I found unusual. That was the only method as described by ******* that day when I called. I happened to locate my credit card receipt (proof of purchase) and appears the purchase was in June 2023 timeframe. The shoe failed and sole is falling off. The company claims its a 2017 discontinued style. The shoe costs $175 plus. Why is it failing already? The claim was denied.Customer response
10/13/2023
No response from business.Initial Complaint
07/20/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased shoes which are defective on the inside of the shoe where stitching is and material gets wet it flips over and the material along with the thread then rub a raw spot on your foot. My husband and I have the exact same problem in 2 different sets of shoes. I want to return them for a refund, not a credit as I don't want another pair of shoddy made shoes.Initial Complaint
06/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I would like to express my experience with Keen regarding a recent purchase of shoes for my children. While the majority of the transaction went smoothly, there was one pair of shoes that turned out to be defective. I reached out to Keen to initiate a warranty claim, and I must commend them on their efficient and friendly handling of the process. As a gesture of goodwill, they provided me with a promo code worth $65 to be used for my next purchase at Keen. (claim #WKCA1456013OR)Since receiving the promo code, I have been actively searching for suitable shoe models and sizes for my children on the Keen website. Unfortunately, I have been unable to find any that meet my requirements. It has taken nearly two years, but I have finally discovered the perfect items to purchase from Keen. Excitedly, I attempted to redeem the coupon, only to discover that it had expired. I have made numerous attempts to contact Keen in order to resolve this issue and request either a new code or a solution to the problem. However, each time I reach out, I am informed that they are unable to assist me as the code has expired, thereby implying that the warranty claim was not fully utilized.At this point, I kindly request your assistance in escalating this matter to the **************************** My primary objective is to find a resolution and have my coupon code renewed so that I can apply it towards purchasing new pairs of shoes for my children. I genuinely hope that you will review my case and consider extending another coupon code to ensure customer satisfaction. I sincerely appreciate your attention to this matter. Thank you in advance for your assistance.Best regards,Initial Complaint
06/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
i purchased shoes dec 2022. the soles started falling off april 2023. theyre under warranty. keen approved my warranty "claim," and now, in stead of replacing the shoes i bought or issuing a refund, theyre demanding that i sign up on the internet to receive "credit."i have asked for a supervisor or someone with the power to fix this, and i have never received a return phone call.Initial Complaint
04/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased 2 pairs of Keens (one shoe, one boot) on 11-28-2022. Keen has a one year warranty. In march 2023 I noticed cloth material around tongue and shoe opening fraying, since then stitching has popped and rubber sole has become disconnected. Keen rep ***** suggested calling a "cobbler" to fix shoes at my expense. Keen rep ****** ignored my issue with submitting an online claim. Keen rep ****** repeatedly stated I had to sign and agree to their warranty in order to submit a claim, while agreeing I had provided them all the information they needed via email to process my claim. Keen **************** Manager ******** (and rep ******* repeated blackmailed me with I had to sign and agree to their warranty thereby waving my consumer rights and giving them sole discretion on remedy or else they will not file my claim. Manager ******** also stated I could return the shoes at my expenses and they would get back to after 3-4 months on their decision. Unless I sign, they will not process claim, knowingly in clear violation of the Consumer Protection Act, knowingly selling defective merchandise, knowingly false advertising, no country of origin on website, and blackmail. No one can explain why I have to sign their unconscionable warranty or offered a clear resolution. I obviously do not want the same defective shoes or dealing with this unscrupulous company.Initial Complaint
02/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Third pair of shoes that have failed with sole releasing from the boot. I thought perhaps changing the style would provide different results. These are not heavily worn boots.
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Customer Complaints Summary
23 total complaints in the last 3 years.
6 complaints closed in the last 12 months.