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:07/07/2023

  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.

  On March 4, 2023 I bought a pair of boots at Rockin Cowboy (RC) for the amount of $301.28. That night I walked around my home in & realised I wouldn't wear them & contacted RC if I could exchange them for a pair of boots from a brand they stock, but that it was at this brand's online store. They said I could & to come in to try a similar pair on so they could determine which size to order. I was told to order the size closest to the style I wanted & I did. RC's email response: "You should come by the store sooner than later as stock is limited and get fitted so we can get you the right size.If you have any questions please call or e mail back."On March 7, 2023 I returned to the store to return the original boot I bought & to get fitted for the new boots to get ordered in. There was a difference to pay ($178.13), paid by credit card with a total of $479.41. I went to collect the new boots when they arrived & I told the owner that they were too big, that my heel was coming right out of the boot & that the right boot was bigger than the left. He said it was too bad, there was nothing he could do because it wasn't a boot they stocked to begin with. I left the store because he wasn't going to resolve this with me. In the meantime I was busy with travel plans & wasn't able to seek help immediately, but when I returned back home I contacted the boot brand (****** *****) to ask for their help. Customer service (c.s) agent Viri told me to reach out to the retailer again & to ask for the order number & to carbon copy the email (***********************) to ******'s c.s (*****************************) & hopefully something would happen. On June 6, 2023 I sent an email to RC and to ******'s c.s asking for a resolve with either a refund or a correct size exchange; both boot sizes matching. I received a phone message from the owner saying there were 2 ways to resolve this, to call him back. I called back & he himself said he wasn't available & hung up on me.

  Business Response

  Date: 07/07/2023

  Hello and thank you for the opportunity to further respond to this customers concerns. 

  We have gone above and beyond to address their needs and will continue to do so. 
  

  This is the interaction as weve experienced it.

  My name is Dan. The owner of the store is Dave. I am the one who sold ***************** the original pair of boots and up until she choose to escalate, have dealt with this matter.
  

  After the initial purchase *****************  contacted us to see about an exchange as she was no longer satisfied. In accordance with our posted store policy, we informed the customer that she could return the boots for a store credit. 
  

  ***************** found a pair of boots (style no. *****) on one of our suppliers websites and asked us if it would be possible to special order them. We said yes, with the caveat that the boots were a boot we do not typically order, so we would have to be certain the size was right as we would not accept a further return. We are a small independent business and carefully curate every item in the inventory. The boot ***************** selected was rather ornate, decorated with hearts and wings and was not a piece we have ordered in the past. 

  The customer agreed to this and I, Dan, suggested she come in to try a pair of boots from the same manufacturer with the same toe style.
  

  Cowboy boot sizing requires more factors than buying sneakers. For example, if I go to a sneaker store and get my foot measured, the scale they use will say I am a 12, However, I have cowboy boots between 10.5 and 13 in my personal collection. There are many different toes, heels and other factors that contribute to this diversity. The most effective method to secure a proper sizing is to try a boot from the same manufacturer with the same toe (in this case, square toe by ******). I informed the customer that we were low in similar boots so the sooner she could come in for a sizing, the better. 
  

  ***************** came in for a sizing and made the decision that she needed an 8.

  An 8 was ordered from ******. The supplier informed us it would be a wait. We notify ********************************************* is indeed correct that she paid the price difference between the boots in advance. 
  

  Weeks later, the boot arrives. Ahead of schedule. I inform the customer. Customer comes in to pick up the boots. ***************** tries the boots on, says that one boot is larger than the other. Boots appear to be the same size and are both marked as 8s. Customer insists one boot is larger, I inform her that if that is the case it would be a manufacturer issue, and she would need to speak to them. 
  

  weeks pass, we receive an email from the manufacturer notifying us of the complaint. Dave, store owner, discusses potential resolutions with the manufacturer.

  Dave attempts to contact *****************, leaves a message on her voicemail. This call was made on Monday.
  

  June 6th was a Tuesday, Dave day off. ***************** calls the store, I (Dan) answer. She asks for the owner (Dave) I inform her its his day off. She hangs up on me.
  

  that was the last weve heard of this until now.  She wouldnt be the first to confuse Dave and I's voice on the phone, so chalk it up to a misunderstanding. 
  

  in this cooperative spirit, this is the resolution we can offer *****************:

  she can bring the boots to us, we will send them back to ****** (shipping at her cost), and they will send her another pair once they are available. There is another caveat here, the ***** has been discontinued. Last we spoke to ****** on this matter (early June) they had one pair of 8s left at their warehouse in ******. 
  

  Thanks again for the opportunity to respond. Any further contacts feel free to contact me directly ********************************************** or via phone *************

  Customer Answer

  Date: 11/07/2023

  
  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.  

  I will bring the boots back for a re-order of the correct size and they can ship these big and unequal sized boots back to the company.  If they are not available as Dan mentions that they were discontinued, I would hope for a satisfactory resolve like a refund.  Never in my life have I felt a need to contact BBB about anything and an innocent shoe purchase out of all things brings me here.  This complaint is what it took for them to acknowledge and communicate about the problem as a return phone call to me was never made.

  The business's response to my complaint is not entirely honest, "...June 6th was a Tuesday, Dave's day off. ***************** calls the store, I (Dan) answer. She asks for the owner (Dave) I inform her its his day off. She hangs up on me."  The truth is, as I initially said in my complaint, that when I was told he wasn't there, I asked for him to tell ********** called, he responded by saying okay, bye bye (very cheeky-like) and then I heard a click which would indicate he hung up on me.  No further communication was made on their behalf.  

  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 17/07/2023

  I will bring the boots back for a re-order of the correct size and they can ship these big and unequal sized boots back to the company.  If they are not available as *** mentions that they were discontinued, I would hope for a satisfactory resolve like a refund.  Never in my life have I felt a need to contact BBB about anything and an innocent shoe purchase out of all things brings me here.  This complaint is what it took for them to acknowledge and communicate about the problem as a return phone call to me was never made.
  
  The business's response to my complaint is not entirely honest, "...June 6th was a Tuesday, ***** day off. ***************** calls the store, I (***) answer. She asks for the owner (****) I inform her its his day off. She hangs up on me."  The truth is, as I initially said in my complaint, that when I was told he wasn't there, I asked for him to tell ********** called, he responded by saying okay, bye bye (very cheeky-like) and then I heard a click which would indicate he hung up on me.  No further communication was made on their behalf.  

  Business Response

  Date: 17/07/2023

  Our store policy is store credit in exchange only. No refunds. This is expressed at time of purchase and is printed very clearly on the receipt.

  The fact ***************** made the informed decision to make a special order of boots we do not stock was her decision. The boots she recieved were the ones she ordered. The size matches on the boots. Many people have one foot a little bigger than they other but I refuse to approach this matter in hypotheticals. 

  This customers story has changed several times now. First they claimed Dave had denied he was the person she was talking to and hung up on her. Now she says I said bye bye in a cheeky manner. 
  

  ***************** has made it clear that they will only accept the outcome they are demanding. We have attempted to be courteous and understanding, ***************** continues to be unreasonable and accusatory.

  She was informed before ordering these boots that they are a special order and not returnable. We went to the extra step to have her come in for a proper fitting and ordered the size requested subsequent to her wishes. 
  

  Shipping costs are the customers responsibility. Period. I understand people dont like to hear the word no. However, the customer made an informed choice and we fulfilled our obligations. 
  

  at what point does ***************** need to claim responsibility for her own actions? 

   

  Customer Answer

  Date: 21/07/2023

  I went to Rockin Cowboy on Monday and I left with a credit memo because there wasnt a boot to replace the defective ones.  I spoke and dealt with David as he was there and I told him I wouldnt have filed a complaint had there been communication.  He said he had been too/so busy for the last couple of weeks that he didnt think about getting back to me.   My experience with him was professional; he was understanding and satisfied with making things work contrary had I had to interact with his business partner Dan.
  Based on this experience I will close the complaint as resolved and I thank the BBB for their assistance.
  
  Thank you,