ComplaintsforTwisted X Boots

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/20/2023 - purchased Twisted X work boot from The Boot Depot for $181.21. 11/21/2023 - Called & inquired about replacing a boot that contained a defect of the sole coming apart where glued to shoe. Employee stated the bring boot to store to be inspected about possible replacement. 11/22/2023 - Store manager ** agreed in defect & replaced boot with same style. 11/30/2023 - picked up replacement boot. 1/15/2024 - called store about boot coming apart worse in the same areas after **** wears. Employee stated to bring boot to store for inspection. ** stated that twisted X would not replace boot upon inspection & keep wearing them until defect is severe enough. Customer left store & contacted ******************** due to concern of continued wear making them irreplaceable. Twisted X stated store owner would replace but suggested new style as this one was not working 1/17/2024- customer returned to store. Al has replacement boots on counter & stated Inspect these, upon inspection they seemed new like previous pairs. Customer asked I thought new style was suggested, I would be happy to pay difference if more expensive. ** stated No this is all youre getting, I dont even have to do this. Twisted X doesnt own this store I do. Al proceeded to take new pair of boots box and boxed up defective pair, began pacing & stated this is the last transaction Im doing with *********** no longer welcome to complete transactions at any of my locations Al proceeded to back of store with old ***************************** leaving customer with only a new pair of the same style boot without box. Lack of box could cause inability to return or exchange with manufacturer. Customer contacted ******************************** is being escalated.1/22: contacted customer support via phone with ********************. Unwilling to resolve any issue via phone or give update, representative said they only handle issue via email. After request for update via email company replied they are not willing to refund or exchange product because they were not the original seller.

  Business response

  01/24/2024

  As part of the Twisted X philosophy of business, the company does not sell directly to consumers and only works through our retailer partners. The other side of that partnership, we respect our retailers rights to work directly with their customers as they deem appropriate ************** our retailers decisions in how they address customer returns in determining whether a defect exists. 

  In this case we will follow up with the retailer to determine if there is anything we need to do to assist them in this specific claim.

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