BBB Accredited Business since
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This business offers clothing and workshoes.
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A BBB Accredited Business since
BBB has determined that Lockport Outdoor Store meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Lockport Outdoor Store include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. James Kushner, President / Owner / Treasurer
CLOTHING - RETAIL SHOES - RETAIL
Alternate Business NamesLockport Surplus Center, Inc.
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- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
BBB Complaint Process
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Additional Phone Numbers
- (800) 734-1191(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB Customer Review Star Ratings are not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Star Rating in addition to all other available information about the business.
Read Complaint Details
Complaint: Hi there.On 09/15/2012 a pair of work boots was purchased from Lockport Outdoor Store in Lockport NY. On 10/03/2012 the sole started to separate from the shoe due to a poor quality glue been used. On 10/04/2012 I went to the store to return this boots and was told by one of the cashiers it is not a defect and they will not take this shoes back. They said it is normal wearing. I don't see this as normal wear since it is even not safe for me to use this shoes. The original receipt says 30 days for returns if a product is defective. On my question if the business is registered with BBB cashier lied to me by saying No it is not registered with BBB. Thank You.
Desired Settlement: Refund.
Business Response: To whom it may concern:
We do not take returns for any worn goods, but we do honor any complaints regarding defective products.
The boots in question were in very good condition. There was a very small amount of peeling on the rubber of the toe. This is expected when considering the wear and tear that the average work boot goes through.
The customer was told by the manager that if the problem gets any worse it might be a sign of a defect. In this case we would treat the problem as we would any other defect, i.e. return the merchandise to the manufacturer and give the customer a store credit.
Please let us know if any other information is needed.
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.
Now this boots is unusable any more. I can not return it to the store because the warranty is expired.Their receipt says 30 days. They waited for my 30 days to expire and now they answering. This is not the way to do business. They will lose customers. 3of my friends will newer go there any more.
Business Response: If the customer has a defective pair of boots, we will return them to the manufacturer up to one year after the original purchase date. If the manufacturer gives us full credit (in the case that the footwear is defective), then the customer will receive a store credit for the full purchase amount.
This store credit never expires, but we suggest the customer use it for something other than the product he originally purchased if it did not stand up to the conditions he's used to.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: purchased new work boots on 1/3/2012,after a few days new boots start to stink. went to store on 2-24-2012 to talk to mgr. girl behind counter was rude when i asked for mgr. told to come back latter mgr not here now. came back talked to mgr. he said no warrenty on boots for stink. i have been a customer of this store for many years even when they where in the old store,have spent a lot of money there which i see now they could care less about. they do not stand behind what they sell and will never get another dime of my money.i only wanted credit towards another brand boot.went to another store on 2-25-2012 and spent my money there.
Business Response: To whom it may concern:
This customer's complaint did not fall within the store's guidelines for returning footwear. The customer trying to return the boots explained to our manager that the footwear started to give off an offensive smell. The manager, who has 16 years of experience with the company, did not recognize the smell as anything that would be used in manufacturing a piece of footwear. It was apparent that whatever made the boots funk so nasty was a foreign chemical spilled onto the boots after they were purchased. We offer credit to any customer who has a defective product under warranty. Unfortunately, this was not the case.
Please follow up with us if any additional information is needed.
**** ******* - Vice President, Systems Integration
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.
BBB spoke to ***** on the phone today. He is not happy with the response from the business. He was a long time customer who purchased products as they are a family of ATV'ers. He expected that the business would take care of him. He stated that if you Google " China Boots Stink" you will see millions of complaints like his. This is because China is allowed to use chemicals that are not allowed in the US. There was no chemical spill on the boots, how would they know this? He was also surprised that the employee that waited on him laughed when he explained the reason for the return. You don't laugh at your customers. All he wanted was to return the boots so he could buy a different brand. He will no longer shop at this store and and will tell others about this situation as well.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.