ComplaintsforLucchese Boot Company
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/28/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I was sent large amount of product at one time with ou consulting with me when only had a $7000.00 credit limit and was sent approxemtly $40,000.00 with out my concent and now I am being harnessed by a collection comp I would like to discuss matter with management a the company to request a return authorization to return product the credit personal has not been reasonable and understanding with my request .since has placed me with a collection agent that has been harassing me to pay the full amount or be suit .please tell me if I can do something to the matter . Thank youBusiness response
04/15/2024
The issue with ****************** has been resolved between himself and Lucchese CFO *************************. **************** has agreed to a payment schedule that was communicated with **********************. It should also be known that this issue is a commercial/trade account and not an end-user/consumer.Initial Complaint
03/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a pair of boots which only lasted only 4 months before they were complete trash. I have owned several boots similar to these and all of them lasted 3-4 times longer than these Luchesse boots. Theyre clearly made from cheap materials and then they charge you a premium price. I contacted their support 3 times in 3 weeks and get zero reply. I asked if they would either fix the boots or give me my money back and they refuse to even reply to me. These are very expensive cowboy boots and I feel like I was robbed.Customer response
03/22/2024
I have not heard anything from ******** and have no further information for you.
Thanks
***************************
Initial Complaint
12/08/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a pair of boots , and wore them 6 hrs , stitching came loose and heel came loose ,( have photos) I sent them back per their request , and I haven't received a new pair nor a refund ..Business response
12/08/2023
Hello, correspondence between ********************** and Lucchese's customer service began on 10/29/2023. ********************** had concerns over the condition of his boots. We advised him to return the boots so Lucchese's quality control team could inspect them. It was ultimately determined that the ********************** wanted a refund. A full refund was processed on 11/22/2023 and multiple emails were sent to ********************** confirming this refund. Screenshots of correspondence and proof of refund are attached. ****** care of our customers is a top priority at Lucchese. We take this sort of complaint seriously and want to ensure we do everything we can to resolve any customer situations. Please let us know if any additional information is needed.
Customer response
12/08/2023
Thank you for your response , however at this time , lucchese has issued a full refund to myself , and this matter is taken care of
Thank you and merry Christmas
*****************************
Initial Complaint
05/26/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Products were ordered, paid for, and not deliveredCustomer response
06/17/2023
From: ********************* <**************************>
Sent: Saturday, June 17, 2023 6:46 PM
To: resolutions1 bbbelpaso.org <*********************************************>
Subject: Re: You have a New Message from BBB Serving ******* *****, Complaint #********The company I am complaining about is a fraud and hacking a reputable company that is ****** off about it. ************. This should result in an *** investigation, as *******************.
Initial Complaint
09/26/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received what I considered a sub-standard pair of boots that I returned, unworn and in the same condition and packaging in which they were received. I received a confirmation that the return was received on 9/12/22. As of 9/19 I have yet to receive a refund for the $515 for the boots I purchased. I have followed up by email and by phone. Their phone goes unanswered for the return department. Email has not produced any results. They credited the $8 return fee that I asked to have refunded but not the $515 for the boots. It is unethical to keep customers' money for this length of time without processing a refund.Customer response
10/04/2022
From: ********************************* <********************>
Sent: Tuesday, October 4, 2022 1:51 PM
To: resolutions1 bbbelpaso.org <*********************************************>
Subject: Re: Complaint ******** - ResolvedAs a follow up to the complaint I submitted, the company did issue me a full refund on 9/20. They refunded my shipping charges on 9/14. The merchandise was returned in perfect condition, on 9/12.
Initial Complaint
09/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an online order and received the cowboy boots. The boots did not fit. I went to CVS and handed over to *** drop off. The employee scanned the package and I went on my way. I received the boots a week later at my door from *** and the addresses were flipped. I was the receiver instead of the boot company. I reached out to the boot company and was told due to out of the return policy there was nothing they could do. I was within the time frame when sent out with *** at CVS. I have now a pair of boots that costed after tax over $500 that I can not wear and unable to returnInitial Complaint
04/12/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hi. I bought a pair of boots for my husband. He tried them on once and realized they were too big. Sent them back to the company within the return window. A few weeks later, they sent back a pair of boots that had clearly been worn and damaged, saying they couldnt refund due to the state of the boots - these were NOT the boots we returned! I tried resolving with the company to no avail. I feel that they did something unethical here but have no recourse.Business response
04/12/2022
******,
I am following up on the resolution to this case. **** had ordered these boots through our website, and attempted to return them. After inspection of the boots they did not pass our inspection and appeared to be worn which was why Lucchese denied the return in accordance with our policy. We strive to make sure all of our clients are happy with their purchase. Our customer service team has reached out to the customer and is issuing a refund for the boots and assisting with this return. Thank you for bringing this to our attention, we are pleased we were able to make an exception for this customer and hope to continue our business with them.
**********************;
District Manager
Lucchese- West
************************************Initial Complaint
01/19/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 12/9/2021, I went to the Lucchese booth at Cowboy Christmas in ********* and purchase my daughter a Christmas gift, a pair of ******************* Size 8.5 B for which I paid $644.10. I received an email confirming my order for *************** Order *******. I thought I made it clear to the young man I purchased them from that I needed them by Christmas. The boots never arrived, and they have not arrived as of today, 1/18/22. To troubleshoot and understand where my order is, I emailed an inquiry to Lucchese twice on 12/20 and 12/22 at ********************************** and never received a reply to my email. I have called both their corporate headquarters in ******* 3 times, and their **********, ***** store trying to get some information on what the holdup is for my order. The ********** store said they'd investigate the problem and get back to me. No one returned my call. I have called the ******* customer service 3 times and my daughter has called them once and they did not return her call. Finally, on Friday 1/14/22 I was able to reach a girl name ****** who was helpful and did call me back to leave a message she needed more information. I just tried to return her call, and when I was transferred to her, she did not take my call. I am at my **** end. I really would like to receive the boots, but at this time--40 days later with no real communication, a refund may be in order. I can't believe a company like Lucchese would not have better customer service.Initial Complaint
01/11/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Placed an order on November 26th and have yet to get the item. Have contacted luccheses customer service right around eleven times. From calling to emailing to using the chat feature on their website and I have only heard back once saying the item would be shipped soon (which a tracking number was provided December 12th) but nothing ever shipped. Want this order cancelled as I no longer want this item since the customer service was non existent and no longer have the boots that also took forever to ship as they were returned to them. Being charged for something I dont even have and customer service ********************. Need help in getting the order cancelled.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
9 total complaints in the last 3 years.
3 complaints closed in the last 12 months.