ComplaintsforWashington Shoe Company

• Initial Complaint

  01/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pair of Rainboots on 12/23/22 and received them on 12/28/22. A packing slip was not with them. They came in a box that was in a mailing bag.The boots did not fit me so on the 12/31/22 I contacted them and received an email with shipping label to down load so I can mail them back. Instructions said to make sure the packing slip was in the box or I would not receive an refund. I have been trying for going on 6 days to contact the company. I have called, email, and text as the instructions says to do.And I have not received an answers from them.I just want to send them back and get my money back Can you help?

  Business response

  01/09/2023

  Hi Team,
  
  Thank you for mediating between our customer and the **********************. 
  
  Our customer, *********************************, first called us on January 2nd when our office was still closed for the Holidays. We left an automated voicemail about this so our customers can leave us a message and will get back as soon as possible. Due to the high volume of inquiries by the time we resumed our operation on January 3rd, we were not able to answer all of them within ************************************************************************************************************* our response time but will surely get back to them.
  
  We were able to callback ********************** on January 4th but weren't able to talk to her. (attached photo with time stamp in PST) We always send a follow up email the same day, if we didn't speak with the customer directly. (attached photo with time stamp ins PST)
  
  However, we were only able to find her text message at a later time than her email and voicemail, as our system arranges all inquiries in order (date) we received them. She sent new SMS on top of the existing one so her ticket kept on going to the back of the queue. Nevertheless, we responded to her text message informing her that we tried to call her and sent her an email with her packing slip on January 4th. We also sent her another copy of her packing slip and advised her to check her spam folder. We assumed she already found it as she no longer responded.
  
  We acknowledge the opportunity to improve our Return and Exchange process. We are currently looking into it to provide our customers the best shopping experience.
  
  
  And we greatly appreciate your effort in resolving this issue.
  
  
  All the best,
  Customer Engagement Team| **********************
  5530 ****************************************** | **************
  WESTERN CHIEF | CHOOKA | STAHEEKUM

  Customer response

  01/11/2023

  The company contacted me and the problem has been solved

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early December I purchased childrens boots online. They took over two weeks to arrive but I accepted that at holiday time.Immediately I contacted the company, or tried, because the boots were too small for my daughter, and I wanted to exchange them for a large size. I want to say that the quality of the boats was excellent, which is why I decided to try Washington shoe company. I try to begin the exchange online, but after filling out the information, the message said I would have to wait for the company to review my request and then they would email me a shipping label. After a week I did not see a shipping label, so I began emailing, and calling their customer service every single day. The customer service line never led to a live person to speak with, it said they were busy with other customers, and to leave my full name, order number, phone number and email, and someone would read get back to me. No one ever did. Today, January 2, 2023, I just called again and again no one answered, the message says they are closed for the holiday, and to leave the same information name order number, phone number and email and someone will get back to me. it has been five weeks since I have been waiting to receive these boots for my child. In this day of rapid in response and customer service, with most companies, I find this delay to be unacceptable. I cannot understand why I would have to wait to receive a shipping label in in my email . However, I did finally receive it after emailing several times they did send it to me. I packed up the boots and returned them in the manner that they said to, immediately that day. Now it has been another two weeks and still nothing. Its unfortunate because the quality of their shoes from what I can see online looks to be excellent. But their customer service is very, very poor. I will not be ordering anything else from this company. I just want to receive the boots for my daughter that I have paid for. ****************************

  Business response

  01/04/2023

  Hi Team!
  
  Thank you for working with us in trying to resolve this issue.
  
  We would be glad to clear this misunderstanding as soon as possible.
  
  We are currently receiving a high volume of inquiries due to the recent holidays, but we always get back to our customers as soon as we can. We also inform them through our automated email response and voicemail that we are closed on weekends and national holidays. We always start answering inquiries on the next business day.
  
  ********************** emails and calls when the office was closed were responded to the next business day. However, we weren't able to reach her by phone when we tried to call her back. Fortunately, she responded to our follow up emails.
  
  Exchange and return requests are automated and approval is sent the same day the request has been submitted. Our customer, *************************, submitted her exchange request on December 15th. It was approved the same day and we sent two confirmation emails in real time. One of the emails contains her free return label. (We have attached a photo with a time stamp.) We informed her about this on December 19th and advised her to check her email inbox or spam folder. We believe that she found the emails after this as she responded that she will return the boots the same day.
  
  We followed up on December 22nd to see if she was having any issues in returning the boots, but didn't get a response. All exchanges and returns are automatically processed as soon as **** confirms the receipt of the package. So we followed up with **** to update their record as soon as ****************** drops off her package. Only then, her exchange order was automatically created. 
  
  As soon as her exchange order was created, we moved it to "picking status" to be packed and prepared for shipping. But due to Christmas break, her order was only picked up by ***** on December 27th. On the same day, we sent her a shipping confirmation that includes her tracking information. (We have attached a photo with a time stamp.)

   

  ***********************************************************************************************************************;
  
  
  We have also sent an account invite so she can create an account with us. This way she can check all orders whenever she logs in to her account. But regardless of having an account or not, all notifications for an order are automatically sent to the registered email address.
  
  
  All this information was also sent to her so she can check and clarify any misunderstanding. We also attached photos with time stamps to explain better from where it started up to its current status.
  
  
  
  This issue is something we need and be glad to address as it will surely help us improve our Exchange and Return process.
  
  
  All the best,
  Customer Engagement Team| **********************
  5530 ****************************************** | **************
  WESTERN CHIEF | CHOOKA | STAHEEKUM

  
  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i bought and returned the shoes i bought and they will not refund my account of ***** i have tried to contact this business and heard nothing

  Business response

  03/14/2022

  Good Day BBB!

  We apologize for the late response. We only received one email, which was on 03/10/2022, regarding this complaint.

   

  Nevertheless, we're here to coordinate and work with you to resolved this matter.

   

  The customer has already been refunded on February 23rd, 2022. We have also responded to her email and sent her a refund confirmation. Our policy is to refund the cost of the item returned, not including the shipping fee. If the customer received a defective product, we offer a replacement or a full refund. However, as a courtesy, we have also refunded her shipping fee on March 10, 2022. A total of $37.92 has been refunded back to her.

   

  Please see attached screenshots of from her order summary. Let us know if more information is needed.

   

  Thank you,

  Customer Engagement Team| **********************
  WESTERN CHIEF | CHOOKA | STAHEEKUM

*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. ↩