ComplaintsforCavender's Boot City
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Complaint Details
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Initial Complaint
03/18/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered an article of clothing and have not received it. I've emailed several times and no answer. I call and wait forever and then line goes dead. My order number was. ********Business response
03/28/2022
The refund for the order not received was processed on 3/21. Confirmation receipt has been sent to the email address on file for the customer.Initial Complaint
03/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I received 2 pairs of jeans as Christmas gifts. They were from 2 different people. The jeans didnt fit, instead of exchanging them I decided to return them. I chose not to exchange for a few reasons. The selection is limited, the prices are high, and most importantly they have rude and unhelpful employees. I was greeted by a rude employee, they made it obvious I interrupted a cell phone game. I explained that the items were gifts from 2 different people. I didnt want the refund to the original payment method as I obviously wouldnt have access to those. Explained their store didnt have anything I was interested so I wanted a cash refund. Rude employee finished her side convo then refuses to engage in possibility of cash refund, as was I getting irritated I said fine, I need them refunded on 2 different gift cards. A $92 gift card is easier to sell than a $184. Her arm was outstretched and shoving a card to my face as I finished my request. She just said I already have it on one, bye and gestured to the exit. Ive tried to contact customer service and they havent replied in 3 days. Card got rejected when I tried selling it online. I havent had any interest in social media ad selling 184 gift card. I want to be able to go to a store and get a cash refund.Business response
03/28/2022
The store has been in contact with the customer to resolve the issue.Initial Complaint
02/17/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a hat from cavender's. The hat came wrong size and was damaged. I sent the hat back to them over a month ago. Sent them 3 email and try to call them and no response. I told them I want my money back or the right hat. They have not contacted me and I told them I they did not contact me I wood turn this over to the better Business bureauBusiness response
02/21/2022
The replacement has been sent out via FedEx priority overnight and will be delivered tomorrow.
Customer response
02/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 16780949, and find that this resolution is satisfactory to me.
Sincerely,
David GreenInitial Complaint
02/16/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I returned a pair of boots to Cavender's for a refund. Date of return was 11/26/21. There was nothing wrong with the boots. They simply did not fit right. The price of the boot* which I purchased on 10/29/21 was $105.49. The refund would be $105.49 minus return shipping charges. email from Cavender'* - Breanne ******* <******************.com> To: *********************** Tue, Jan 25 at 12:01 PM Good morning, Thank you for your email. I will be more than happy to help you. By chance do you remember if you used the FEDEX return label in the package or a UPS label. I just need to verify where the return went so we can get this taking care of. Breanne ********** Customer service 820 W Main St. Whitehouse, TX 75791 888.361.2555 | ext. 0475 | Fax 903.954.4013 Mon. - Sat. 8am - 8pm | Sun. 12pm - 5pm CST second email from me - Barb * <***********************> To: ******************.com Fri, Feb 4 at 9:30 PM Hi again. I'm not sure if you got my last email since I haven't heard back from you. Yes, I did use a UPS label to send the boots back and I would really appreciate a refund. Thank you, Barb ******** - I never heard from them again.Business response
02/21/2022
The refund was issued on 12/7 back to the original form of payment. A copy of the refund receipt has been sent to the consumer today.
Customer response
03/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 16764144, and find that this resolution is satisfactory to me.
Sincerely,
**** ********Initial Complaint
02/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased a order for Christmas and spent over 600.00 After being charged for each item as they shipped it instead of in one total like I paid. It took a few weeks to get the items. I returned some of the items that didnt fit and they received them Jan11th. I still have not received my refund of $227.24. On Jan 10th they charged my account $88.25 for products they have and still haven't refunded my money. I have been in contact with customer service with over 12 emails back and forth and a call to them to fix this. Today is Feb. 14th and I do not have a resolution. They have ignored my last two emails. I just want my full refund of 227.24 as discussed in my emails with them. Also I want the 88.25 refunded that they should have never taken out of my account.Business response
02/21/2022
The refund for $227.24 was issued on 2/10 and a refund receipt has been sent to the customer for their records. We will issue the remaining balance of $88.25 today.
Initial Complaint
02/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 11/24/2021 I purchased 3 items with Cavenders. They shipped 2 items and haven’t the third. Their customer service number doesn’t work and they request for emails to be sent. I’ve sent numerous emails with no response.Business response
02/21/2022
A replacement order was created for the missing item. This item was shipped via FedEx and delivered on February 20th.Customer response
02/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 16764036, and find that this resolution is satisfactory to me.
Sincerely,
Lindee Salleythank you for helping me receive my product
Initial Complaint
02/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a wallet on 12/21/21 as a Christmas present, order # ********. It was lost in delivery and I called Cavenders customer service on 1/14/22. After being on hold for 2 hours, the customer service rep advised I would get a refund back. To this date, I still have not received my money back. At this time, I only request a refund.Business response
03/16/2022
The refund was issued to the customer on 2/21, a refund receipt has been provided to the email address on file.Initial Complaint
01/27/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a pair of boots online with Cavenders on 12/4/21. Order Number: 01517961 When I finally received the order I opened the box to find the wrong boots AND the paperwork with the boots was for someone in another state. I immediately became concerned because my name/address was on the outside of the package but if I returned them then I wouldn't be getting a refund (as none of my paperwork was included). I tried to call their customer service and couldn't get through and after many rings it finally says that they cannot take calls right now. I tried this a few times. Finally, I decided to contact a Cavenders store located a little over an hour from me and talked to a manager. The manager told me that since it was online then I can't "return" them in the store for a refund but she could send them back for me and give me something in writing showing that I did return them. We decided to make the trip to the store to return them there and get something in writing. We returned the boots to the store on 12/23/21. I was assured that as soon as they received the boots back at their warehouse that I would receive a refund. Today is 1/25/2022 (more than a month later) and after numerous calls I still DO NOT have a refund. Each time they tell me that it will just be a few more days and they aren't sure what happened. I spent $200 on boots that I never received and I still don't have my money back after returning boots that they messed up the order. I will never return to another Cavendars and I warn others to beware.Business response
02/21/2022
This dispute for the refund via PayPal has been closed in the the favor of the customer and the refund has been issued.Initial Complaint
01/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On September 26, 2021 I order a pair of Thorogood Work boots from Cavender's of Texas. The boots did not fit and I returned them within the first two weeks of October 2021 for a refund to my original form of payment. The amount was $234.00. Cavender's acknowledged receipt of the return to their warehouse by phone. I did not and have not received a refund. I called their customer service beginning in November 2021 and again in December 2021 when no refund was noted on my credit card statement. In December, Cavender's notified me by email that my refund had been processed. As of December 24, 2021 no refund posted to my account. I do not have my order number given the passage of time.Business response
02/10/2022
The transaction was disputed via the card holder, said dispute was accepted and not challenged. The card holders Financial Institution would have closed the dispute in the customer's favor and refunded the requested amount.
Initial Complaint
01/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On December 25, I ordered a shirt from Cavender's to be a belated Christmas present for my dad. I wanted a specific shirt that I could not find in my local store so I ordered it online. A few days later, the package arrived, however the wrong item was sent. I have attempted to get in touch with Cavender's for three weeks now so I can return the wrong item and either receive a refund or have the correct item shipped to me with no response. At first, when I called their customer service number there would be hours long holds with an option to receive a return call. I selected the option to have my call returned and never received a call back. After that instance, when I would attempt to call again there was a recording that said all requests should be sent via email. I have sent three emails and have not received any reply. This is the most horrible customer service experience I have ever had.Business response
02/04/2022
Cavender's has reached out to this customer, again today, but she was not available so a voice mail was left.
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Customer Complaints Summary
60 total complaints in the last 3 years.
0 complaints closed in the last 12 months.