Retail Shoes
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Complaint Details
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Initial Complaint
02/25/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a pair of boots for ****** they did not fit right so I returned them. They sent them back. They said I wore them because there were scuff marks on them. I tried them on took them off. There were no marks on them at all. I think they scuffed them themselves so they don't have to give you your money back. I was on their ******** feed and they do this to just about everyone who returns an item. ************ . When they sent the boots back it was in a box from ******. Not cool.MIDWESTBOOTS.COMBusiness response
02/26/2025
Thank you for the inquiry. We received this order back from the customer and it was inspected by our returns department team. They determined that the boots were clearly used and both had significant scuff marks on them. We ask that all merchandise be returned to us in brand-new condition so that we can resell them to another customer. Our returns policy is listed on our website as well as e-mailed to the customer at the time of purchase. If you have any questions you may call our customer service team at toll-free ************.Customer response
02/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear.As I have stated the shoes were never worn and when returned there were no marks on them. I have been on many platforms were this company has done the same to many customers and you can clearly see from the pictures. Others have posted there was nothing wrong. I am sorry but ****** plus ***** to return an item is a big hit. We are working class and you are taking money for something that there was nothing wrong. Also how do I know your company didn't do this when they received the shoes or that didn't happen in shipping. You saw the way the box was returned to me. Again, he tried the shoes on and put them right back in the box. I have never ever had a company tell me I could not return something. Are you that hard up. I have also contacted the FTC
Regards,
***** ********Business response
02/27/2025
We do require that merchandise be returned to us in new condition so that it can be restocked and resold. Unfortunately the boots came back to us with scuff marks on them and cannot be resold.Initial Complaint
09/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Recieved the Boots tried them on, noticed they were to tight, size 9 M, I called got a return, mailed them back. I week later the boots arrived and we're denied due to being wore. I never used the boots, just tried them on in my home. Called the return Manager and he said they will not exchange them for 9.5 cause theve been worn. I fill they came that way but he refused to help.Business response
09/12/2024
For Order #*********, we did receive this order into our warehouse for exchange. Upon inspection our returns team noted that the boots had been worn and had visible outsole wear, The back heel areas had been worn down from a pebbled surface to a smooth surface. The boots were mailed to this customer in brand-new condition. We did not mail out worn boots to this customer.Customer response
09/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
Regards,
*** ******Customer response
09/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
I really feel they should honor the exchange, I purchase two pairs a year, cause of my foot condition. I can't see what there seeing by a naked eye, they must be using something else to see any wear on these shies. So do you do the same before you ship them? Cause this pair I recieved has been worn? That's my complaint, as a consumer, how do you know that you didn't ship them that way? Thanks fir your time.
Regards,
*** ******Initial Complaint
05/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 27 May 2024 I paid Steel-toe-shoes.com $177.76 for a pair of work boots. They are defective as I ordered a pair of 9.5 EEEE boots. They were labeled 9.5 EEEE. So, I wore them to work but they are maybe size EE or EEE width. They are narrow and hurt my feet. I want Steel-Toe to exchange these boots for a pair that fit properly. Steel-Toe said since I wore the outside they cannot sell them again. But they are defective/mislabeled so they cannot sell them anyway. Steel-Toe claimed there is nothing wrong with the boots, so they will do nothing. They said they measured the outside. But they did not measure the inside of the boot. If you read the one-star reviews for Steel-Toe a lot have stories like mine. Like, they had a problem with defective shoes and Steel-Toe did not fix their problems. I could make the boots available if you needed to verify that the boots are not EEEE. $177.76 is a lot of money. All I'm asking for is an even exchange for properly fitting boots. Purchase # ********* Order #****** PO# *********Initial Complaint
01/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Today is January 18th ****. I recently purchased a pair of thorogood boots from this seller. The order number is *********. I've bought boots from this seller in years past. Never had an issue until this. On January 10th. I had a pair of boots delivered by them. I tried them on and very quickly discovered they don't fit. I requested to have them exchanged. They agreed, And less than 24 hours later I had them in the original packaging, New in the ************** via *** to their facility for an exchange. They claimed that the boots were "not clean enough to complete the exhange " and that I couldn't return them. However this is not possible because the boots did not fit me and I was not using them in the less than 24hrs they were in my possession. They sent the same incorrect size back to me and I have returned it via the same tracking number, that tracking number is 1Z18897E0352137401. I also have the other tracking numbers that I can provide if that is necessary for this process. I also have supporting documentation and emails from this seller if that is necessary. My hope is that we can amicably solve this dilemma so that is not escelated further. All I am asking for is for them to adhere to their own return policy and send me the correct size. Or to give me a full refund to my original payment method.Business response
01/19/2024
We received this customer's boots back and an exchange was requested. Our four person inspections team reviewed the merchandise and noted that the bottoms were extremely dirty and not in condition to be resold to another customer. After completion of the review, the merchandise was mailed back to the customer with instructions to clean the item to new condition. Once the item is cleaned to brand-new condition we can accept them back and process for a refund or an exchange.
The customer was not told we could not accept the item back ever. They were simply informed that the item must be in new condition. Our returns policy on our website clearly states that items must be in brand-new condition in order to be accepted for a refund or an exchange. IN addition, this information was e-mailed to the customer on the date of purchase and a return form was included with their order that states this exact same information. If this customer cleans the merchandise to new condition , we can process a refund or exchange. If the item is not cleaned and comes back in used condition, it will be rejected.
Customer response
01/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
Regards,
*************************Customer response
01/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My position remains the same. The boots we returned **************. I want a size exhange or refund
Regards,
*************************Business response
01/23/2024
This particular order was inspected by our four person inspection team and deemed to be in dirty condition and not resellable to another customer . Per our returns policy on our website, on the e-mailed receipt, and on the return form that came with the shipment, shoes/boots must be returned in new condition in order to have them exchanged or a refund issued.
We shipped the merchandise back to the customer with clear instructions on what needed to be cleaned so that we accept them back. However, this customer refused the delivery and did not clean the merchandise. The dirty boots are currently sitting in our returns department as the customer will not accept them back, At this point we can return them back him or donate the item to a local charity. We do not clean the merchandise for the customer.
Again, our returns policy on our website, on the e-mailed receipt, and on the return form that came with the shipment all state the boots must be in new condition. They are not.
Initial Complaint
08/16/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a pair of boots that were too small when I received them. I packed them back up and shipped them back paying insurance and postage. I called customer service and they said they are sending them back to me without a refund because they have scuff marks on the heals and souls. The boots were never worn. This is just a scam to get out of refunding me the $204.00 I paid for the bootsBusiness response
08/17/2023
Our returns policy states that all merchandise returned back to us must be in brand-new, resellable condition. We have to be able to restock the item and sell them as brand new to another customer.
This customer's item was rejected for two separate reasons:
1 . There was visible outsole wear on the bottom of the boots.
2. There was scuffing on the upper leather portions of the boots.
We cannot clean or repair these types of issues. Our four person inspections team reviewed the item before rejecting and returning the item back to the customer.
If you have any additional questions, please feel free to e-mail ************************* or call customer service at toll-frree ************.
Customer response
08/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
The boots were repacked after trying them on. They were never worn and were sent back in new condition
Regards,
***********************Business response
08/18/2023
Unfortunately the merchandise was returned to our company in worn condition and we could not resell the item to another customer. If we cannot sell the item as brand new we are unable to issue a refund or exchange. We only sell brand-new items to our customers.Initial Complaint
01/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
On 4/13/22, I purchased a pair of logger boots for $178.19 from *******************. By December one of the bottoms of the boot was pulling away from the top of the boot. My husband called them and talked to customer service. They said nobody was in and to call back. When he called back they said to send them back for an inspection. It cost me around $17 to send them back. When they returned them there was a letter that stated, excessive wear and tear. Customer walks on the outside of boots causing them to fail. I called them back to find out if we could resolve the issue seeing how the boots werent even a year old and was told the manager of returns had a family emergency and wasnt in and to call back. When I finally got the manager of returns on the phone he said the boots were inspected and not found to be defective. He stated its because of the way my husband walked on the outside of his boots. I explained he has never had that happen to any of the other boots he has worn in all the years hes been a logger. The manager said they werent found to be defective. I asked if there was a way to resolve this and he said no. I also called and talked to the manufacturer of the boots. Hoss boots company. I asked if anyone was able to wear their boots or do you have to walk a certain way to wear them. The lady I was speaking to said yes anyone could wear them. I explained that ******************* said the boots failed due to the way my husband walked. The lady I talked to said to email pictures of the boots to *********************** I did and never had a response. I emailed them again with pictures and more information and still never received a reply.Business response
01/25/2023
Upon inspection, our returns department team noted that the boots had excessive wear and tear. In addition, this customer walks on the extreme outside of their boots causing the *********** put under extreme stress and fail prematurely . It was our opinion that the boots were manufactured incorrectly and the method of customer use caused them to fail.Customer response
01/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I feel its false advertisement when youre saying only certain people can wear your boots. My husband is a logger, loggers around here dont walk on flat ground. The mountains are steep.
Regards,
*********************************Initial Complaint
01/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a purse which arrived on 12/29/22. The purse color was lime green and I wanted it in black. I immediately sent and email explaining that I would like to exchange the purse, a few days went by and I received no response. I have since sent 3 additional emails, 2 text messages and tried to initiate a live chat all to which I have received no communication back. I want to exchange the purse or return it for a full refund.Business response
01/12/2023
Our company does not sell purses.Initial Complaint
12/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order on on 7/23/22 in the amount of $123.04. Order # is *********. On 10/18/22 I emailed customer service for a status. They replied the same day saying they would contact the shipping department. I've sent 2 emails since with no response. At this point, I would like a full refund. I have not received the product and the company is no longer communicating with me.Business response
12/23/2022
This order was delivered to the customer with *** tracking number : 1Z18897E0354829311Initial Complaint
04/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Attached is the email confirmation for the order I placed with Steeltoeshoes.com. I returned the circled item but they sent me an exchange instead. I didnt/dont want the item. Its the wrong size. But they will not answer any of my repeated emails requesting a return label. I just want to return the item and get my money back.Business response
04/15/2022
The customer requested and used our free exchange label. Our website clearly states one *** label per order can be issued for an exchange only.Customer response
04/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Im not disputing the free exchange, Im trying to RETURN the replacement item you sent as I told you REPEATEDLY that they are wrong, iNEVER wanted an exchange in the first. I want to return the item and get my money back. type your response here.]
Regards,
***************************Business response
04/15/2022
This customer filled out a free *** exchange form . The form clearly states the free *** label is for an exchange, not a refund. It was exchanged for the item she requested.
It also clearly states that the customer is responsible for return shipping costs for a refund.
Customer response
04/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I HAVE NO PROBLEM WITH PAYING FOR THE RETURN as long as I can return them and get my money back!!!! The item that was exchanged is still in the UNOPENED box with the plastic shipping wrap still intact!! .]
Regards,
***************************Initial Complaint
04/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
date of transaction 03/25/2022 amount $122.87 order # ********* The business advertised that I would receive a tracking number within 2-3 days and my order within 3-6 business days. Have yet to receive either and it has been over 8 days and 6 business days. Made several calls to business and can not get a person on the phone who is authorized to give me a refund. I needed these for work Monday. This is complete false advertising and a rip-off! I want a refund but I can not select it from the list of resolutions.Business response
04/14/2022
This customer requested and received a refund on April 5th.
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Contact Information
Customer Complaints Summary
10 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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