Complaints

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered boots, defective with large scratch in suede on one shoe, notified seller, asked for replacement return label. Seller gave me some story about how they were inspected and how I got a deal. He told me I could return them at my expense because he didn’t have a replacement and would not pay for returning. Seller selling shoes with defects as new. I am returning shoes with their 30-day policy at my cost. He will owe me the refund plus the return shipping. His statement is that he offers free shipping. I understand if it was just I didn’t like the boots, but they are defective. I would like my full refund and full return shipping costs.

  Business response

  12/04/2023

  I am writing concerning complaint # ******** that I spoke to you about this morning.  I have attached the email correspondences that I have had with the consumer as well as pictures of the boot. This boot was purchased at a 30% discount with free shipping.  I have also indicated to the consumer that sueded and oiled finishes do have scratches and imperfections but are still deemed first quality.  We typically do not accept returns on clearance merchandise but we were willing to this time so the customer would be satisfied.  We have always made customer service our top priority.  This customer also demanded as seen in the email that I send another pair of replacement boots back to her in which I have responded back that we are sold out of this product.  I have still yet to receive the boots back to be able to process a refund.  I was also notified by ******* that the consumer opened a chargeback on these boots on 11/23/23 (please see attached email).  On 11/30/23, I submitted my response to the chargeback through *******.  As of today, 12/1/23, I have yet to receive the boots back.  Please notify me if you need any additional information to resolve this issue.  ****** ****

  Customer response

  12/10/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. You stated I demanded another pair. I simply requested a pair without defects. I cannot understand a merchant who gets nasty when they send you defective merchandise and the buyer simply request to return the item and get a new pair sent to them. Yes, I put this in dispute with **** because you would not work with me. I wrote you a very polite email and had no idea you would be so nasty about me asking for a prepaid label to return a defective item. I have returned them within your 30 day policy at my expense. The proof you received this is attached, which it looks like you had the return when you responded to the BBB. I am asking for a full refund plus to be reimbursed the $16.90 *** it cost me to mail these defective boots back to you. I will  Contact **** and let them know my action I have taken. I also gave included a copy of my original email requesting replacement that you claimed was demanding, so the BBB can see how you have distorted this. This was sent from my ****** on 11-17-23“I received my boots today, order#**** and both boots has some defects in them. The leather has scratches, one has a raised scratch and the buckle want show correctly one. I can tell these are new so it is probably a manufacturer defect. I like them and they are comfortable. I would like to request for another paper to be sent to me. If you will email me a label, I will ship the defective ones back to you. Thank you so much. ***** **** ###-###-####Sent from my ******”   Regards, ***** ****

  Business response

  12/18/2023

  ***, According to this email the chargeback is still waiting a decision from the consumer’s bank.  If I receive notice that the chargeback is denied, I will then refund her money for the $125.99 in full.   Thanks, ******  ****** **** 

*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. ↩