ComplaintsforKEEN

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased shoes on 9/6/2022. I received them much later than that. Within less than a month of use, the soul on the bottom of one of the shoes is ripped away. The quality is not up to the warranty standard. I filed a warranty claim which required a lot of work on my end. Now *** wants me to return the shoes for either a refund or replacement. The problem is that I have no other shoes to wear. I dont believe given the evidence that *** already provided that I should need to return these. Ive ducted them so that they are semi functional until I can get a new pair. I think it is inappropriate to require that I return them as I will not have any shoes left to wear. That is not good business practice and I am very much disappointed in the quality of both the shoes and the quality of customer service. When did this company stop caring about its customers?

  Business response

  11/07/2022

  Im reaching out to see if we can remove complaint #********. This is for Keen shoes, which is a separate company and not affiliated with us.

   

  Let me know if theres anything else I need to do.

  Thank you,

   

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

  Associate Manager, Policy & Abuse

  Ingenio, LLC

• Initial Complaint

  09/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last month I purchased a brand new pair of Keens from a retailer on **** that sells only new close out and discontinue fashion items. I have an existing pair of Keen sandals that I've been wearing for the past 5 years, which are still an excellent condition, but I decided to treat myself to a new pair in a fun color. I ordered the new ***** colored Keen sandals in the same size as my existing sandals, only to find out that they were very tight. Luckily, the **** seller had multiple pairs of the same sandal in different sizes and I was able to size up a half size. When I received the new sandals I still thought they were terribly uncomfortable, rubbing on the side of my toe, but I figured there's probably a breaking in period and maybe once they got wet a few times they would start to stretch out. Well I got them wet for the first time yesterday and when they dried the rubber toe protection on each sandal had completely separated from the shoe. I immediately contacted Keen through ******** providing them photos of what had happened and they encouraged me to file a warranty claim through their website since they warrant their craftsmanship for one year from the date of purchase. I submitted an initial email to Keen regarding my issue and they emailed me back informing me that they only warrant their craftsmanship if the shoes have been purchased directly from their website. I have never heard of anything so ridiculous. If I am able to provide proof of purchase of a brand new product there is no reason why they should not warrant the quality of that product.

  Business response

  10/05/2022

  Hello,
  
  Thank you for reaching out. Sorry to hear the shoes you bought from E-bay did not work out for you. 
  
  Based on the the terms of our warranty it clearly states that: Products acquired from unauthorized dealers and aftermarket sources such as online auction sites, liquidators, consignment shops, private sellers, sales samples, promotional products, and final sale/warehouse sales are not covered. The reason for this is because we can not speak to the authenticity of the product you have received, as well if the product was acquired by the seller in a legal manor. 
  
  Again we will are sorry that you do not agree with the policy and we will share you feedback with senior leadership 
  
  All the best, 

  Customer response

  10/05/2022

   
  Complaint: 18124729
  
  I am rejecting this response because:

   

  I don't know anyone who would go online and read the warranty policy of a product before purchasing it.  This is simply your way of not having to stand behind your product.  I have purchased shoes from many other reputable shoe companies such as ****** who 100% stand behind their product if their is a defect regardless of where it was purchased. And the fact that you're not even willing to fix the shoes after a complaint was filed just goes to show what a terrible company you must be. You should be ashamed that you sell such overpriced pieces of trash.  
  
  
  ***************************

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 3, 2022 I placed an online order for shoes a Keen shoes discount store: Keen boots outlet <*********************>Keen boots outlet A few minutes after I placed my order I received an email from the company verifying the purchase (see attachment)Keen boots outlet <*********************>However, after placing the order and making the payment. I have never received any additional contact from the company. I have checked my order status every day since and it has not changed from payment received. I have emailed the company several times but they do not respond and the email link on the website, their is no number in the phone link, and the chat link does not work, so other than email; which they have not responded to, so there is no other way to contact them.Also, after searching online for the company address ************************************************************************************** I found complaints about the business at that address from BBB stating that other customers had been scammed and never received their merchandise, apparently they claim to sell other items online through other business names, furniture, etc.I assumed that by using pay pal to make a purchase I was safe as it was my understanding that pay pal vets their business customers and does not allow fraud to occur via pay pal payments.

  Business response

  10/05/2022

  Greetings,
  
  Thank you for reaching out to KEEN, **** The website reported is not a KEEN official site or an authorized retailer. If youve made a purchase through this site, we suggest you contact your bank and dispute the charges.
  
  We have turned this site over to our legal team and they are working to remove it as quickly as possible.
  
  If you ever question whether a website is an official dealer of KEEN products, proceed with caution. You can always visit our website for a list of authorized KEEN online retailershttps://www.keenfootwear.com/stores/online-retailers/or reach out to us directly with questions.
  Please let us know if you have any questions or need any additional information.
  
  Best,

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought shoes from your website. The sole split after about 4-5 months. keenfootwear.com ORDER #: KUS7645335. I was told at the toll free # when I called that I needed to wait one to two weeks after I submitted photos to be able to order a warranty replacement for these defective shoes, and the rep refused to look at and approve the warranty submission while I was on the phone, and refused to transfer me to the warranty department to do the same. This is an unacceptable delay. I would like you to ship out a replacement with expedited shipping by Monday September 12 for the inconvenience of having to file this BBB complaint to get reasonable warranty service.

  Business response

  10/05/2022

  Hello,
  
  Thank you for reaching out! We are sorry to hear that you had an issue with your shoes.
  It is true our warranty is -10 business days from the date filed as stated on our website and the warranty claim. Which is better than all of our competitors offer. 
  It also appears that the was approved as a 1 time courtesy as they were not a manufacture defect but normal wear and tear from a well used shoe and your claim was handled 7 days after your claim was filed, which is in line with our policy. 
  
  Looks like you have been taken care.
  
  All the best
  
  KEEN

  Customer response

  10/05/2022

   
  Complaint: 18022231
  
  I am rejecting this response because this was an unacceptable delay in response to my warranty claim. Furthermore, KEEN did me no favors by honoring the terms of the warranty; a sole that fell apart after a few months of normal use by a child is not, in fact, "normal wear and tear."
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered shoes , did not fit . Returned over a month ago and no response , no proof of return . Nothing

  Business response

  09/19/2021

  Hello,
  
  Thank you for reaching out! I am sorry that you feel as though it has been a month since you sent your item back to us and you have not seen a refund, or have not responded to you. 
  
  Based on all of our information it appeared you generated a return label for your return on 8/11/21

  *It was then shipped on 8/23/21 

  * Delayed by one day 8/25/21- due to *** issue
  *Arrived at our warehouse 8/26/21

  So it arrived at KEEN in 3 days.
  

  KEEN's return policy as stated on the website is **** Business days (Monday-Friday) from the date received at our warehouse. 
  

  As for not responding back to you I am a bit confused as I see the following commination with you that are answered: 
  *Chatted in with us on 8/11 we advised of the return process

  *You reached out to us on social media we responded at that time. 

  *You called on 8/27- we advised you about the return process 

  *You called 3 times on 9/8 we advised that you should see your return in 3-4 days.
  *One 9/3 you reached out to our ************ channel we again advised the return would be processed in 3-4 days.
  

  If you have further communications that we did not address please let us know. 
  

  Customer response

  09/19/2021

   
  Complaint: 15846555
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  and yet I still have not received my refund . Almost one month later . Whats your excuse for that ? 

  Business response

  10/03/2021

  Hello,
  
  It appears that you were able to get your credit taken care of. 
  
  All the best,
  KEEN 

  Customer response

  10/05/2021

   
  Complaint: 15846555
  
  I am rejecting this response because:
  You are a terrible company , you purposely delayed my refund like it was a big joke .
  Sincerely,
  
  *************************

*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. ↩