ComplaintsforTecovas Fine Bootmakers

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife sent the following to the business via email. Order # is ******* I am contacting you today regarding our order of the Ranchman hat in the color Silverbelly, size ordered was 7 1/4. My husband has a couple of cowboy hats all from different brands. All in the same size to fit his head securely. He hadnt had a fitment issue with a cowboy hat before. This is not the first time that we have noticed sizing issues from your brand, specifically *********************** Out of respect, quality control should be taken seriously on this item, and especially for the price that you are asking for it. Im reaching out so that this issue is brought to your attention. I find it rather alarming that we purchased a hat in the size that should fit my husband, but that upon further investigation it comes down to the fact that the hat is measuring smaller than what it should, even being labeled as 7 1/4. This measurement is not as advertised in our purchase.We went back and forth via email. Then they said this: Thats no problem at all! As long as The Ranchman Hat is in unworn condition, wed be more than happy to make an exception here and extend our return/exchange policy outside of 30 days. That being said, would you mind sending a few pictures of your Ranchman Hat at your earliest convenience? Please include pictures of the front, sides, and bottom of The Ranchman Hat. After sending in the photos of the hat in perfect condition they offered an exchange or store credit. I told them why I didnt want an exchange or store credit. I dont want to purchase another hat from them because of the quality control with their sizing. I want a refund back to my original form of payment. We will not be purchasing accessories or clothing from Tecovas, I kindly asked for them to speak to a supervisor about giving us a refund on my card, but they seem to just beat around the **** when I have asked twice.

  

  Business response

  04/11/2024

  Hello ****, thank you for reaching out to us regarding your purchase and sharing your feedback.
  
  We sincerely apologize for any inconvenience you may have experienced. We understand your concerns and always strive to ensure our customers are satisfied with their purchases. We genuinely value your input and take it seriously, so rest assured, we will be sharing your feedback with our Product Team.
  
  As per our return policy listed on our website, we kindly request that all items be returned within 30 days of purchase and in unworn condition. This policy helps us maintain the quality of our products and ensures fairness to all our customers.
  
  While your order was from June 2022, as mentioned, we would be happy to issue a store credit or provide a replacement for another available product at the same price due to the age of the order and the product being worn. We also offer hat shaping at our retail locations which could definitely improve the fit. We highly recommend you visit one of our locations near you, and our team would be happy to help!  
  
  Once again, we apologize for any inconvenience caused and appreciate your understanding. Please don't hesitate to reach out if you have any further questions or concerns.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I drove to *********** from ******************************************** the state to see what size would be the best fit. Fellas there were more than accommodating and very friendly. Found the size and ordered the specific model boot I wanted in-store 1/25. The issues comes thereafter; the outlet store is clear of any fault or accusation. I send an email to the company on 1/6 to inquire a shipping eta, as it has been longer than listed. I was informed a few hours later via email it was being processed and that I should have it my way soon. At 17:00 EOD of that very same day, I received an email claiming that a refund was processed. I was furious, as I was given no clarity as of why this was done without notice, especially seeing I reached out earlier the same day. The following day, I call the number listed on their website. ******** answered and was very calming and helpful. She said she saw no reason why it was refunded and [reached] out to a manager to came back and tell me the boot was out of stock everywhere, offering a 15% coupon for the miscommunication. Still very upset with the lack of communication and waste of my time, I said fine and kindly ended the call. Sitting on the lack of transparency for a moment, I called back to speak with the manager to explain the lack of said transparency. Her rude and stuck-up attitude sent me more fuming. She then said they are out of stock everywhere; I then challenged with how come I can order it from your website right now (which she said was not possible). She then pulls it up herself, sees that it in fact is, and told me Ill let my marketing know to correct it, its out of stock. She even stretches to the length of blaming their 3PL warehouse. I, seeing she is now lying, then ordered directly off the website with the same code they sent me. Today, 2/2/24, at my doorstep, arrived the same model and size I was told was out of stock everywhere. This deceitful customer service is disgraceful and unacceptable.

  

  Business response

  02/12/2024

  ********** - thank you so much for taking the time to leave feedback!
  
  Firstly, we'd like to apologize for your experience. After reviewing phone calls and e-mail interactions, wed love the opportunity to add a little further context! Upon placing the order on 1/25/24, it appears this item accidentally oversold! Unfortunately, we do not have a back order option, so a full refund went back to the original payment method on 1/31/24. We refunded the order as soon as we were aware of the problem (6 days after the original purchase)!
  
  After speaking with an agent and a supervisor, we provided a discount code for a future purchase for the inconvenience! A new order was placed on 1/31/24 and the boots were successfully fulfilled and delivered on 2/2/24! 
  
  Additionally, we want to acknowledge that while we strive for accurate inventory management, there are occasional instances where inventory discrepancies may occur due to the rapid pace at which our products are sold. We are continuously refining our systems to minimize such occurrences and ensure a smoother shopping experience for all our valued customers.
  
  Please note, our Leadership Team has closely reviewed all mentioned issues and are always taking proactive measures to improve the customer experience!
  
  Regarding your refund request, if youd like to return your order, you may review our return policy and initiate the return at www.tecovas.com. If you have any further questions and need any assistance at all, were here to help by calling 1-833-TECOVAS or e-mailing our team at ********************************* Thanks again for your feedback!

  Customer response

  02/12/2024

  Complaint: 21238483
  
  I am rejecting this response because:

  This is a limp echo chamber response and not accepted. I care not about the refund; the attitude and outright lie gets me. Lies are never good business practice, period. Stand behind poor management as you please, I will never do business with or support this company. **** be a firm effort of mine to  encourage associates and clients to follow suit. Being wary from the start I shouldve trusted my instinct and steered clear.
  Bless ************************* soul.
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a $292 gift card from Tecovas and I never use it. On Oct 13, I was about to make a purchase and found out my gift card is a $0 balance. I contacted customer service and told them what happened. They immediately did some research and found out someone (theft) used this gift card with their other customers' gift cards as well in one of their local stores. **************** claims no other person besides me can use this gift card online for purchasing but is able to use it in their retail store. Someone hacked into their business. This is a scam and my gift card was stolen. **************** promise I will get my gift card value back and solve this problem soon. But later on 10/16/2023, they refuse to do anything with my gift card and ask me to take this loss. I am not going to take this loss myself. This is a solely business management problem. I want my $292 gift card back!

  

  Business response

  11/02/2023

  Jiatan,

  We truly apologize for any confusion or inconvenience regarding this incident. Please know, we prioritize the privacy and security of our customer's information, and will do all that we can to ensure our customers have a secure and excellent experience whether online or at one of our retail locations. That being said, we appreciate your patience as we investigated this incident and are glad we were able to get this resolved for you. If you have any additional questions or feedback, please don't hesitate to reach out to us at ******************************** or by phone at *************.

   

  Thank you! 

  Customer response

  11/02/2023

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned my order #******* 2-3 weeks ago and still have not been refunded for it.Ive chatted and contacted tecovas about 10 times and am given the same runaround every single time please wait for the warehouse to process your return- its taking a lot longer than usual.I have received 0 help and everytime i ask for a supervisor, I get told that none are available.I was asked for a ***** dropoff receipt, and have provided it, and yet am still receiving 0 help.This is ridiculous that I return my order and am being refused the refund that Im ***********. If Im not refunded for this order that I returned, Ill be contacting the attorney general of ********, filing a complaint with the consumer finance protection bureau, and disputing the charge with my bank. I have waited long enough for my refund.

  

  Business response

  09/26/2023

  Hey ******, we apologize for any delay or confusion here. 
  
  Due to the irregular characteristics of the package shipped to us, we cannot process the refund for this order. If you have any questions about the shipment, please refer to the shipping courier and reference your tracking number as we have not received your return package. Unfortunately, there are no other actions we can do right now regarding this refund until the return is received and reviewed. 
  
  Thanks again for your patience here, and please let us know if you have any questions!

  Customer response

  09/26/2023

  Complaint: 20639242
  
  I am rejecting this response because:

   

  I returned the package as is with the provided shipping label. Its now been a month since *** returned the order, and no response has been given about the status of my refund.

   

  If my return isnt processed as I was told itd be, Ill be filing a complaint with the attorney general of ********/*****, filing a report with the consumer finance protection bureau for deceptive practices, and disputing these charges with my bank as the merchant is lying in their return policy and terms of guidelines.
  
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent my fiancs boots off for restoration $150 late October, i received an email on 11/8/22 stating the boots were revived. I never heard anything back so I reached out on 12/5/22 and was told they had been started and would be shopping back to me soon. I then reached out again on 12/28 because I received an email saying they had just been started when I was told they had been started weeks prior. I was then told on 12/29 that i would be receiving the boots soon and they werent sure what the hold up was. It is now 1/7/22 and still no updates or boots. Only offered 20 percent off of my next purchase, this has been a terrible experience and i feel as if i have been scammed out of my money at this point.

  

  Business response

  01/13/2023

  Hey *****,
  
  Thank you for reaching out! I am so sorry to hear about your recent experience with our Restoration Program. This is not the typical experience when working with us, and we appreciate you taking the time to share your experience.
  
  In full transparency, our Restoration team has been working with high volume, staffing updates, and the recent holiday season, which can cause a slight delay in orders shipping out. I do see you spoke with one of our agents this week and received an update that your boots will be en route to you next week. As we mentioned, we're happy to make your order on the house, so you should have received a confirmation email regarding your refund.
  
  Once again, I truly apologize for any inconvenience, and please know that we take your experience and feedback seriously.

  Customer response

  01/13/2023

  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. If i do not receive the boots by next week I will be reaching out again as you guys do still have our property. 
  
  Regards,
  
  *********************

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a hat $295 In 07/23 as a Christmas gift.Forgot I ordered it, so I called the company to see if I did order it they Told me it was delivered on Sunday 07/23 I was in shock to find out how horrible They can be with the customers They didnt want to do anything..Im out all that money. No hat and rude Team members. I feel like an old fool Shopping with them..

  

  Business response

  01/17/2023

  Hey *****,
  
  I truly apologize for your recent experience with us! We always strive to do what's right for the customer and provide top-notch service, so I apologize if we dropped the ball here in any way! We're always happy to review lost package situations case by case to find the best solution for the customer. That being said, we've issued a refund for your lost order, and you should receive a confirmation email from us shortly.
  
  Please know that we truly appreciate you sharing this feedback with us! We are a fast-growing company that will continue to put our customers first. If we can assist you with anything else, please do not hesitate to contact us! We're at your service!

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered pair of boots with Tecovas. $275 October 7 2022.. Order number XC-******-1-1..They are too small..Tecovas refuses to send me a return shipping label via **** or thru Fed Ex stating system limitations prevents them from doing so..Customer service says the only thing they can do is send a ** code via e-mail and I must print a label from that..I'm a senior citizen and disabled and do not have a printer..They tell me I can take the ** code to a ********* or a Fed Ex store..I tried at a ********* but was told they don't print labels but are only a drop off location..I also went to a Fed Ex warehouse and was told they dont print labels either and are only a drop off location..I live in a rural location and there are no Fed Ex stores anywhere near me..Customer service tells me there is nothing more they can do..They have my payment and I have boots I cannot wear..I would like to exchange for proper size or a refund..

  

  Business response

  11/14/2022

  Howdy *****! Thank you for reaching out, and I am so sorry to hear about your recent experience with our team. I am happy to report that we have a ***** pick-up scheduled for tomorrow morning, so you don't have to hassle with taking them yourself! 
  
  
  
  Our team has gone ahead and processed your new pair, so you should receive an email from us shortly to confirm. Once this order ships, we will share its tracking. 
  
  
  In the meantime, please let us know if there is anything else we can do for you! Thanks for being a part of the Tecovas family! 

  Customer response

  11/15/2022

  Complaint: 18399546
  
  I am rejecting this response because:
  The merchant has not supplied me with a shipping label for Fed Ex to pick up the package which is the original problem to begin with..You can send all the Fed Ex trucks here you like but without the shipping label they will not take the package to return to you...I'm still in the same position as before...Issue is not resolved...
  Regards,
  
  ***********************

  

  Business response

  11/15/2022

  ****************, 
  
  
  Thank you for reaching out, and I am so sorry to hear about the trouble you have had with your recent order. Our team would be happy to help, please give us a call at ************** or email us at ********************************. 
  
  
  We are at your service!

  Customer response

  11/15/2022

  Complaint: 18399546
  
  I am rejecting this response because:
  
  Regards, Why do you want me to call you now..I have already called you on this issue numerous times..At least 15 times...All to no avail..Your response to me was there is nothing further you can do for me because you have system limitations that prevents you from sending me a return shipping label via USPS..If you want to resolve this issue send me a shipping label and I will be more then happy to return the boots...
  
  ***********************

  

  Business response

  11/17/2022

  Hey *****, 
  
  
  It was a pleasure speaking with you earlier today! As we mentioned, we have a ***** label on its way to you now. As soon as you get that label, we will schedule a ***** pick **. In the meantime, if there is anything else we can help you with, please don't hesitate to send our team an email at howdy@tecovas. 
  
  
  We hope you have a great evening, we will talk soon! 

  Customer response

  11/17/2022

  Complaint: 18399546
  
  I am rejecting this response because:
  
  Regards,
  Yes Tecovas did tel me they are sending a return shipping label..However until I receive it and the boots are picked up by Fed Ex the matter is not resolved..Which was the reason for the complaint to begin with..Tecovas told me the week of November 6th they would send me a label when in fact they never did and I never received one ...Tecovas did call me today and inquired if I received a label. So Tecovas seems to be more engaged now in the matter..I look forward to receiving the label and a positive outcome going forward and becoming a repeat customer..
  ***********************

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered boots and a hat. It was supposed to deliver 9/12. When I contacted the company because the item wasn't delivered they told me they never shipped it. I requested to cancel the item because I no longer needed it ( I needed it for 9/13) and the company refused to cancel it. I asked for a tracking number and they said they didn't have one because it was never shipped. I just want a refund for the items I never received. The customer service hung up on me over chat on the website. I talked to two customer service reps that were no help either.

  

  Business response

  09/15/2022

  Thank you for reaching out! I am so sorry to hear about your recent experience with our team. This is not the typical experience when working with us, and we appreciate you taking the time to share your experience.
  
  
  In full transparency, our warehouse team was working through an unexpected delay which resulted in packages leaving the warehouse later than we expected. I am happy to see that your items are on their way to you and are expected to arrive by the end of the day tomorrow, Thursday, September 15th. 
  
  
  If you no longer want these items, please let us know, and we will move forward with a refund. If you chose to keep these items, we would be happy to offer you a 15% refund for the inconvenience! You can reach us at ********************************. 
  
  
  Please let me know how you would like to proceed, 

  Tecovas Customer Support

  Customer response

  09/16/2022

  Complaint: 18020235
  
  I am rejecting this response because:

   

  Still did not received the order by the 12 or the 15th.  I ordered this for a vacation and you did not ship in time.  I do not live at this address and this makes it very difficult to return.  This company has not upheld any promises.  When I talked to their customer service they said they can talk to ***** and reroute it.  You should reroute my order back to your company. 
  
  Regards,
  
  ***********************

  

  Business response

  09/20/2022

  Hey ****, 
  
  
  While we are disappointed we did not live up to expectations, we appreciate you taking the time to reach out and share your recent interaction with us. Our team emailed you to confirm your refund which you should see back in your accounting within 3-5 business days. If there is anything else we can help you with, please don't hesitate to reach out! 
  
  
  We hope you have a great evening! 

• Initial Complaint

  04/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This retailer is continuously listing online merchandise for items they do not stock. This is false advertising. Ive had a series of issues with retailer online listing but no stock is available. Please assist. This time specifically the ***** product type in lizard. Listed online but no inventory available.

  

  Business response

  05/12/2022

  We truly appreciate your feedback and apologize for any confusion regarding our inventory! Please know that our company believes in transparency, and due to current supply chain issues, our back-in-stock timelines can vary at this time. While an item may be out of stock online, rest assured, our team is always happy to contact one of our retail locations to locate any product you are requesting. We are always at your service and will do whatever we can to ensure you have a top-notch experience with our company.

  Customer response

  05/12/2022

  Complaint: 17122325
  
  I am rejecting this response because:

  Supply chain disruptions are one thing but making these limited editions are inflating prices and supply even more. If you go online now there are many individual sellers delisting this inventory at much higher prices  seems like bad/fraud practice, youre controlling /manipulating the market. Again, this is not the first time this has happened with your inventory. Please advise further 

  
  Regards,
  
  L ******

  

  Business response

  05/17/2022

  Wed be glad to provide the best detail we can here and - again - are truly apologetic that youve been unhappy with the experience youve had attempting to purchase from us. While supply chain volatility, and the resulting inventory constraints experienced, are rampant across many industries right now, there are certainly differences in how businesses are impacted - based on not only the product, but the model the business is operating off of. 
  
  That said, we can only speak to our own business in terms of pricing and approach, and can assure you that every decision we make is made with the highest customer experience in mind - for both new and returning consumers. As a high-growth, direct-to-consumer business, were doing the best to stand behind this promise, with the knowledge that there are more unforecasted factors across global production than ever - impacting limited releases and larger production alike. Unfortunately, we know that our available stock is not at the level wed like to be at right now, and can assure you were working tirelessly to meet demand across all of our sizes, styles, and new releases as best as we can this year. We can assure you that we dont release limited editions in sacrifice of providing our customers with other products theyve been waiting to purchase. Ultimately, Its a complex blend of art and science in forecasting where the most demand lies, and balancing impacts to restocks that differ based on the availability of a certain hide (these are live animals, after all!), the country of origin a skin may be sourced from, and a bevy of other factors that go into the end to end production process.
  
  We apologize that youve continuously been unable to purchase the *****, and that the experience has felt based in negative intentions on our end. We hope this provides a little more context to Tecovas approach and perspective to the inventory constraints at hand, and will continue to work to provide you with the highest quality products, service, and optionality that we can as we navigate industry impacts - including letting you know the moment we have ******************* in question back in stock.
  
  Thank you in advance for your understanding,
  Tecovas

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********************* is the website the person *** contact me about my boots I purchased.I purchased a pair of black tecovas boots for ***** on March 2 2022. I received a ***** pair of boots March 18 2022.I contracted ********************* I was told to give the boots as gift to friend and they will give me a 5 dollars refund I want my whole refund back

  

  Business response

  03/28/2022

  Hi *****,
  
  
  We do apologize for any confusion here and we'd love to help however we can. Unfortunately, we're unable to locate any order from you that matches your name, email, or address. Additionally, the price points, contact information, and refund policies you mentioned do not align with our procedures or product offering (our men's and women's boots start at $225.00). We do not currently, nor have we in the past, offered boots for $73.99. We are also not affiliated with *********************. 
  
  
  We're truly sorry that we aren't able to provide more guidance at this time, but it sounds like you purchased a pair of boots on a website that was not www.tecovas.com, so it may be worth reaching out to the company you purchased the shoes from for more information on your order.
  
  
  Best,
  Tecovas 

  Customer response

  03/29/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  Regards,
  
  
  ***********************
  

*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. ↩