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:13/11/2024

  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 November 8, 2023, I purchased a pair of size 6 waterproof Keewatin boots (women's size 6) directly from Manitobah. The boots were shipped on November 14, 2023. I have worn the boots perhaps a dozen or so times since they arrived. The interior of the boots have completely deteriorated and are disintegrating into what can best be described as pieces of dust and debris. When I took the boots out for the season, I immediately contacted the company on the morning of November 13, 2024 by email providing photos, the original purchase receipt and a description of the problem. I followed up with a telephone call that morning. I received an email that same day informing me that there is nothing Manitobah can do as I am contacting them outside the 1 year warranty period.
  
  The position taken by Manitobah Customer Service fails to recognize the fact that the boots provided were not of good or merchantable quality. Manitobah also failed to recognize that they were advised of the problem with their product on November 13, 2024 which is ONE DAY PRIOR to when the product was actually delivered to the customer. The fact that the company could not recognize a defective product because they were informed 1 year and 5 days (rather than 1 year) outside the date of purchase is also, in my view, extremely poor customer service. I did not request a refund -- simply a replacement of the boots, which I was advised are still carried by the company.
  
  I called and emailed the company in response to customer service's email, and await a response.
  
  The manner in which the boots are falling apart is clearly not from regular wear and tear.

  Business Response

  Date: 27/11/2024

  Hello,

  I can see that on November 15, 2024 you were provided a Warranty Replacement Code and a Discount Code for Free Shipping by one of our warranty specialists. You placed order ******* at $0 to replace your defective Waterproof Keewatin. From what I can see, this issue has been adequately resolved with your preferred outcome. 

  Thank you,

  Manitobah

  Customer Answer

  Date: 27/11/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  Tamara ****

• Initial Complaint

  Date:16/02/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I purchased a pair of boots from Manitobah that are supposed to be waterproof and great in snow. Unexpectedly for me the opening is abnormally wide and there would be no way to stop water or snow from falling inside of the boot causing my feet to be wet and cold. This defeats the purpose of the boots.
  I originally requested a refund but was denied after being told the 30 day window was closed which was not true. Boots ordered 2/1/24 and received 2/8/24, the next day I requested a refund.
  They refused the refund so I suggested a higher boot that is priced $** more than the one I purchased. They refused that exchange, I would give them the $**.
  Buying something that is unsuitable for the purpose it was supposed to be designed for is wrong.

  Business Response

  Date: 16/02/2024

  Hello Gwendolyn,

  I can see that you have been in contact with our customer service team and they have offered to give you an exception to the refund policy. The last correspondence with Carleigh approved your refund and provided you with next steps.

  Once the package is received we will happily process your refund.

  Thank you,

  Samantha 

• Initial Complaint

  Date:15/02/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Thoroughly disappointed with the reply and the lack of attempt to properly resolve the issue. * ******* * *** ****** ********* *** **** **** ************ **** ******* ** ***** There is absolutely no sign of wear and tear on the shoe and the sole clearly looks brand new and barely worn.
  
  Again, if your company stands by the fact that a $*** shoe would end up looking like this after a year - essentially 4months of winter in which you would wear a shoe for half of that, 2 months because it's not always snowy in Ottawa and nobody wears this for the rest of 8 months * *** ******* ** *** **** **** ** ********. **** **** ****** ***** *** * ******* **** ******* ***** **** *** ****** ** ***** ******** ****** 
  After buying 4 pairs, spending over $**** + 3 tipis, *** **** **** ** ******** ** *** *******

  Business Response

  Date: 16/02/2024

  Hello,

  I can see that your situation was thoroughly reviewed by multiple warranty specialists who have determined the pair is not defective. Since our products are made with natural material, it is normal and expected for the item to change shape slightly if they are not stored correctly.

  I have personally reviewed your photos also and agree with the assessment that your pair is not defective. You were provided with some tips on how to correctly store mukluks to ensure no further slouching occurs. Please note that replacing this item would not fix the issue, over time the same thing would occur if the items are not being stored correctly.

  Thank you,

  Samantha *******

• Initial Complaint

  Date:02/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Ordered on Nov. 21.
  Nov 26 I was informed that it will take time since product is shipped from locations all over the world. Todate, I have not received the item.

  Business Response

  Date: 29/01/2024

  Please be advised that *************************** is not an official website for our company. We are aware of fake websites with our site design and products listed at a very reduced price, this is not a genuine website, it is a scam.

  We are working to remove them as quickly as we can. Our official websites are **************** & ***************** and all our order numbers start with a "C" (if placed in Canada), or "US-" (if placed internationally). If the complainant placed an order on any other website, they should contact their financial institution right away to report fraudulent activity.

   

  We are tracking all contacts we receive about it so we can work on getting it removed as soon as possible, thank you so much for reporting this to us!

   

  Warm wishes,

   

  Samantha ******* * *******

  Director of Customer Service

  ** ***** ********
  
  *********************

• Initial Complaint

  Date:11/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Manitobah
  Blue Moose Clothing Company Ltd.
  December 4, 2023
  .
  Payment
  - $****** ****** *** ******* ************* ** **** **** ********** ******* ** ******** ** ****
  Ship to
  Tony ***** ** ****** ****** ******** ** ****** ****** Transaction ID
  ***************** Seller info
  Blue Moose Clothing Company Ltd.
  Invoice ID
  ***************** Purchase details
  Reflections Half Boot - Charcoal / Ladies 8
  ****** *** ****** ***** *******

  Business Response

  Date: 28/12/2023

  Hello Tony,

  I can see you reached out to our call center on December 9, and we responded on the same day letting you know the email address on your order was different than the one you contacted us from. You replied asking for a tracking link to be sent, and we did re-send the tracking confirmation as requested.

  I can see that the order was successfully delivered on December 12. Here is the tracking link: *******************************************************************************

  If there is some other problem with the order, please let us know.

  Thank you,

  Customer Service

• Initial Complaint

  Date:30/01/2023

  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.

  In Oct.2022, I ordered a pair of Snowy Owl *****] waterproof Mukluks, in size 10, from Manitobah Mukluks. The fit was so tight, I couldn't even wear socks. So, I asked for their free return shipping label. I didn't receive one. I waited and waited. I wrote to ask, worried that the return deadline might pass. I was informed that *** was having 'return label issues" and that it would be a while, but "not to worry" because the return deadline had been extended thru Dec. In Dec. I wrote again, requesting a return label, and was told there was still a return label issue but that the deadline had been extended until Jan. 31. I said I really wanted to return them because I wanted my money back. I was told to "be patient". I responded it wasn't a matter of patience, the company had gotten the $ for the boots, and now it was the holidays and I could use that money. They said they understood but that it would still be a while. In early Jan. I wrote to ask again about the "free return" shipping label & was told it had been sent to me *4* times already [what?!?], but they would try to send it a-gain. Since I had never received one, that was a surprise. **** ** *** * ****** they said they would send it to me. * ********* **** * ******** ****** * *** ***** * ******* ** *** ******** ******* ****** ** ** ***** *** ** *** **** ********* ***** * ** * ****** ****** * *** ****** ********. I was sent the label. I returned the boots in early Jan. by ***. But no acknowledgement by the Manitoba of the return and NO REFUND. *** ******* * ***** ** dollars may not be a lot of money to them, but it is to me* ** *** ** ***** ******** ** *** ************* ******* ** *** * ** ******** ** *********

• Initial Complaint

  Date:17/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  I placed an online order on December 20, 2022 for three items totaling $****** including shipping. The shipping was said to happen a few days later but was delayed quite a while due to inclement weather. I was tracking it the whole time to ensure I received it as I was excited about the items. I received an email stating that it was delivered but never actually received the package. I checked with neighbors and my property management. I reached out to Manitobah at EVERY customer service number provided over a dozen times at various times (just in case it was a timing issue) but every time it would pick up and say there were no agents available. I left voicemails each time and did not hear back. I also sent numerous emails to every email address listed for customer service. I finally got an automated response to one of the emails from someone named Graham and I promptly responded to him hoping that I would get some help...but no. I have been trying to get a refund for the 3 items I paid for but never received and have not been able to reach anyone for the past two weeks. It's extremely frustrating and very disappointing.

  Business Response

  Date: 17/01/2023

  Hello Chyna,

  I am so sorry to hear about this experience! Please be advised our customer support email address is ************************* - Graham from Order Desk works with our wholesale customers, so your emails likely got filtered out of this inbox.

  The good news is we do have insurance with our couriers and a process in place for parcels that are lost in transit. The tracking link for order ********* says delivered at ******** on January 4, here is the link: ************************************************************************************************

  I can see from your other correspondence that you would prefer a refund for these missing items. I have submitted a refund request and will start an investigation with the courier. The reference number for your refund is: *********

  Please feel free to contact me directly with any future concerns, my name is Samantha and I am the Director of Customer Service with Manitobah. You can reach me at ********************* for any follow-up needed with this request.

  Warm wishes,

  Samantha *******

  ********************* 

• Initial Complaint

  Date:06/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  I ordered two pairs of boots from this company 11/18/22. They were no where near a size 10 way too small. (I’m usually a size 8.5 too). I asked to initiate a return for receiving their “return paperwork” which took WEEKS because no one responds. Then when I FINALLY got my “returns” paperwork, I sent these expensive boots back to their company and they literally never responded to me. I paid $*** for these boots and when I returned them I got no response no acknowledgement. I tried sending screen shots of the proof of delivery to their warehouse and still absolutely no response. They don’t answer the phone. I wanted to support their business, but now I’ve lost $*** with no merchandise. I was considering repurchasing a larger size but now no way would I buy anything from them. Terrible customer service and sporadic responses ** ****** ***** ****** ** *** * *********

  Business Response

  Date: 06/01/2023

  Hello Samara,

  I apologize for the significant delays in receiving your refund. I can see from the tracking number provided ****************** that your parcel was delivered at our warehouse this week on January 4. The returns team still has not completed inspection of the parcel, but considering the length of time you have already waited I have pushed through the refund on my end ahead of inspection. 

  You will receive an automatic confirmation email explaining the details of your refund, and the funds should appear back on your method of payment within 1-2 business days. Please let me know if there is anything else I can help with.

  Thank you, 

  Samantha ******* *********
  Director of Customer Service
  *********************