Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pair of Speedcross 3 sneakers on 4/22/2025 and after only two wears, one of the quicklaces (a unique lacing system of this brand) broke. I went to the store where they gave me a replacement kit. Unfortunately, the kit is not compatible with this particular shoe model. I then reached out to the customer service at their website. They informed me that they do not have the right kit, and offered me the same kit as the one they gave me at the store. When I asked ti communicate with a higher authority, they told me that they de-escalated the issue. I then tri3d to call the store but their number is constantly busy or out of service. Not only they sold me a poor quality merchandise, they also do not have the right parts to repair it. I demand a full refund.

  Business Response

  Date: 05/05/2025

  Hello, 

  On Friday, I read through the existing case with customer service.  I asked them to issue you a warranty voucher so you could replace your shoes on Salomon.com.  Since the shoes were purchased at the So Ho store, we could not refund your money.  

  The replacement laces the store provided, should work with all our shoes, except those with traditional laces.  I also did contact the store manager regarding not able to contact them by phone.  The team had the same complaint from someone else just trying to check stock.  I tried and got the same busy signal.  I know that store is very busy, and the manager did say the phone number is accurate and yes, they do let it ring if they are unable to answer it.  

  All that said, please use the voucher Customer Service provided and the laces should fix the shoes you already have.  

  Thank you and sorry for your troubles, 

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

   

  Customer Answer

  Date: 05/07/2025

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company won't honor 2 year warranty. They state that the shoes have worn out due to normal wear and tear. They have never done this in the past and have always honored their warranty.

  Business Response

  Date: 01/22/2025

  Well I did take a good bit of time to review this complaint.  And we have honored our warranty in the past, but this was getting a bit out of hand.  Our customer bought a pair of hikers in June of 2021.  We did honor warranty #1 in May of 2022.  We also allowed a warranty#2 of a warranty in March 2023 and also allowed the customer to return this pair fin exchange for another pair.  In December of 2023, another warranty#3 of a warranty of a warranty was attempted, but this was rightfully denied.  

  A new pair were purchased in January 2024 and 6 months later, we did honor a warranty of this pair of hikers and another pair were sent in July 2024.  And now again, 6 months later in January 2025 another warranty of warranty was attempted and denied.  

  I did look at the photos provided in every case and they are just worn, mostly tears at the creases and worn out soles. The customer has posted a negative review in Reddit and does state the boots are used for 2 to 4 miles every day.  As several other Reddit readers responded to the complaint stating getting 400 to 600 miles in 6 months is the definition of wear and tear.  

  So in 4 years, two pairs of Salomon boots were purchased for a total of $340.00.  We will not be taking any more action on this issue.  

  Thank You

   

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22818903
  
  I am rejecting this response because:

  You have a 2 year warranty. This is the only reason I purchased these shoes. The response from the redditors was fake and from your company staff!! Dont have a 2 year warranty of your not going to honor it! $180 shoes should last at least a year with 2-4 mile non vigorous walks. I've had better results from $60 shoes. I love how you glazed over the fact that soem reditors have pointed out how the quality of your shoes have gone down hill since covid? This is a thing you can find plastered all over Google search results. I think people should be aware that your shoes will not last beyond 6months with normal wear and tear. The fact that you con people into thinking they are getting an ultra durable shoe for at least 2 years is a scam.
  
  Sincerely,
  
  Nathan Crawford

  Business Response

  Date: 01/29/2025

  Unfortunately, we will not be taking any further action on this case.  

• Initial Complaint

  Date:01/05/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of Salomon boots from this company on Dec. 24 with an expected delivery date of 1/2/25. I received word from Salomon on Jan. 2 that the package couldn't be delivered because *** needed security access. I contacted *** and they admitted their driver tried to deliver the package to the wrong address (I live on a regular street with no security access required). The box was delivered the following day, with one end ripped open and the boots gone. The box was empty. I contacted Salomon and they have refused to even file a claim with *** over this. I had to order the boots, at more than twice the cost, from another company, but it's one I trust. I've filed a claim with ****** to get my money back but I anticipate this is going to be a pain to deal with.

  Business Response

  Date: 01/07/2025

  I have read through the main case from our **************** file, and I do agree that this was not handled properly.  I did speak with the Supervisor that worked with agent and he does admit he did not read through the entire case and came to the incorrect conclusion.  

  However, the team did file a claim with *** and the customer was refunded yesterday and there is no need to file a chargeback with PayPal.  

  I also did see there were 3 cases opened with the team and this also led to our customer sending in several of the same photos of the empty box.  With a few cases opened, "the right hand did not know what the left hand" was doing.  They did combine all cases into one case and the issue was resolved.  

  If you should care to order from ************************** again, please use this 50% off code, ZVMDH3DAC1EJ, and enter it at checkout under "Have a Promo Code?"

  Again, please accept my apologies for the way your inquiry was handled.

  Thank You, 

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

   

   

   

  Customer Answer

  Date: 01/07/2025

   
  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.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 pairs of Salomon shoes in 2022.The warranty is two years. The company erroneously claims that the pair for which the sole has detached was purchased under the warranty. It was not. I simply want the company to fix or replace the shoe. Order # SLNUSEN1440436 Purchase point: Salomon.com Date: 12/7/22 Status: Fullyshipped Order Total: $96.30 track my order Return View Order Order # SLNUSEN0996940 Purchase point: Salomon.com Date: 7/26/22 Status: Fullyshipped Order Total: $139.10 track my order View Order

  Business Response

  Date: 06/06/2024

  I did review the **************** cases regarding the warranty of a pair of Salomon shoes. 

  In July 2022, Case ******** was opened for warranty of a pair of X Ultra 3 GTX shoes that were purchased a year prior in August of 2021.  Our customer was provided a warranty voucher for the full value of a replacement pair.
  The voucher was used on order SLNUSEN1440436, placed on December 8, 2022.  The order was for one pair of L40988900 XA PRO GTX, at no cost as the voucher was applied to this shoe,and for a pair of Speedcross 5 GTX, that the customer did pay for. 

  In May 2024, Case ******** was opened to warranty the shoes from the above order, SLNUSEN1440436.  We warranty our shoes for 2 years from the purchase date of the original shoes.  The warranty on the shoes purchased in August of 2021 expired in August 2023.  All in all, almost 3 years of use from original purchase. 

  There also mention of another order, SLNUSEN0996940.  This order was placed in July 2022 for a pair of X Raise 2 GTX and was a full charge order and does not have any relevancy to the issue at hand.  

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Filed using Salomon’s process 1/4/24. Details: · What product were you using? Salomon Scarlet Snowboard Boots · What is the nature of the injury? Snowboarding fall/crash- ended up in the ER with a shoulder/neck injury and concussion (hamlet was worn). · How did the accident occur? It was the first time wearing new boots I had just purchased. I was snowboarding down a run and when I went to carve the insert slipped halfway out of the boot causing me to flip forward (head over heels) and crash. · If the injury took place while skiing, please include the make and model of the skis, boots, and bindings that you were using at the time of the accident. Salomon Snowboarding boots (see attached pic), bindings Lotus, and board 5150 amethyst. · Where & When did this happen (Location and Date)? Wolf Creek Colorado on 12/27/23 · Do you still have the product? Yes · What kind of resolution are you looking for? Reimbursement and for Salomon to create a way to securely attach the liner to the boot so other people don’t get injured- it’s a flawed design. I have skied and snowboarded 40 years, since I was a kid and I have owned mutual boats and brands (Burton, Vans, Ride, DC, etc.) and nothing like this has ever happened. End of complaint. I have made 6 follow up attempts and continue to get the run around. I sent everything they asked for including receipt of purchase. Their last communication was 2/5/24 when they asked for pictures and receipt. They have ignored me since and haven’t provided any resolution.

  Business Response

  Date: 04/17/2024

  Hello *******,

   

  Thank you for allowing us to reply to BBB Complaint #********.

   

  There have been 2 cases opened, one with Customer Service #******** (now closed) and one case directly with our Warranty Department #********.

   

  Our warranty department has been in touch with ****** ******* and concluded the following:  "[We] reviewed the photographs provided by claimant, and based on the information available to us at the time, determined that the boots appear to be in working order and are therefore not eligible for a warranty replacement."

   

  I do not have any authority to override their decision and Miss ******** should communicate via email with warranty for any further questions or actions.

   

  Thank You,

  Christine

  Customer Answer

  Date: 04/17/2024

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

• Initial Complaint

  Date:01/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to wax my snow ski and saw the the Salomon Z10 heel piece on both steps of skis are broken. Went to 5 different ski shops and was informed that this broken heel has been a problem with this binding since it came onto the market. Reached out to Salomon with this problem and basically said I’m out of warranty and theire is nothing they will do. This binding should have been recalled. All ski shop technicians agree with me but Salomon’s acts like they have never heard of this problem. I reached out to them asking them to provide a new safe heel piece but will not. It reminds me of the Ford Punto days. Better to pay off a few lawsuits than to replace this dangerous binding. Someone could or has been seriously hurt but Salomon doesn’t seem to care. I was told by Salomon that they would inform their department of this problem but never heard back from them. This is a heel piece that screws go through plastic and the plastic is not strong enough to not crack or break. I know of four other people that have broken there heel plate.

• Initial Complaint

  Date:10/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last week I started the warranty claim and also checked to see if my exact (style&color) shoe replacement was in stock and it was. This week we received the approval of the warranty and now the shoe I was replacing is out of stock with no refill date in the future (according to customer service). I think that this might be a scam to get customers to use their warranty voucher on a less expensive product.

  Business Response

  Date: 10/25/2023

  Hello ****, 

  This is definitely not a scam.  We have been doing warranty replacements in this manner for at least 5 or more years. You may use the voucher for one item in the product category (in your case, footwear) up the value of your voucher.  I did find your case #********, and see you are looking for X-Ultra Pioneer Mid Climasalomon Waterproof.  I checked our website and I see color variations of this Style currently in stock and available in size 13.  SKU L4167100 in shades of grey and pop of red and L41671100 in gray and black are both available.  L47208000 in olive, gray and pop of gold is not and will not be available.  Salomon is known for changing colors every 6 months.  Some SKUs may sell out in that time period and others may be brought back back for several seasons.  So, if you are looking for a specific color it truly may not ever be in stock again.  

  Additionally, you are NOT obligated to order the same shoe .  You may use this voucher for one item in the footwear category.  And, the vouchers are valid for a year, so you may wait for something else.  We are also very lenient on the year and we are able to extend the expiration, if needed.  

  I hope this clarifies our stock situation.

  Christine

   

  Customer Answer

  Date: 10/25/2023

   
  Complaint: ********
  
  I am rejecting this response because: the exact color i am replacing is black magnet and was in stock last week in size 13 and has been available for the past year as i have been checking on ordering a 2nd pair either way. I had read that sometimes companies keep extras on hand for warranties and not for sale to general public. Are u authorized to research and see if this color and size will be available sometime in near future please? Thank you
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/30/2023

  I can see all future orders for our dealers those reserved for our website.  And no, we do not keep any extras for warranty purposes.  Attached is a screen shot from SAP showing availability of SKU L4167100 X Ultra Pioneer Mid Climashield Waterproof in color Black Magnet.  Total stock on hand is 166 but we have sales for 275, we are actually oversold on this SKU. This screen shot shows all orders for both our website and all our dealers with some orders being future. Furthermore, our website has no future stock reserved for the Black Magnet color.  All future stock and reserved stock is for our dealers only.  The website will only have stock if a dealer cancels their order.   At the moment I am writing, I show we have (1) avail for current sale and that agrees with the website.  Also a screen shot attached shows the website having 1 left in stock in this SKU.  I also stated at the time of my last response, we did have this SKU available as well.  We did not have L47208000 in the Olive color.  

   

  Customer Answer

  Date: 10/30/2023

   
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/11/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Salomon. They asked to verify my address. I sent the correct address which was the same address that I placed my order with. Salomon shipped to the wrong address then opened an investigation with UPS. Now I'm told the I can't get a refund or have my order shipped again until the investigation is completed. Salomon literally emailed me showing that they shipped to the wrong address yet I have to wait for an investigation? Absolutely ridiculous. This same problem happen to me with Salomon in 2020.

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned the Salomon XT-6 shoes already, yet they continue to deny refund because they said they never received the shoes. This has been going on for months now.

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a Salomon pair of shoes that did not last as they should have and filed a claim. The warranty claim is ******** and was approved thus providing an $80 voucher. The voucher forces you to buy items on Salomon's website which honestly has prices inflated vs other sites. I only used the voucher for $40, and was unable to redeem the balance subsequently. Customer service is stating that it is a one time use and that it was disclosed (via fine print). This is an uncommon and terrible customer experience. Voucher # *************** (80$ value) used for $40 with order # **************.