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Business Profile

Shoes

FREEBIRD Stores

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for FREEBIRD Stores's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 35 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/27/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      purchased boots 2nd June 2025. Return/exchange was stated as available with instructions about how to do so if required, at point of sale and also on sale and shipping information and included in the box on arrival. As this was an International purchase and i had no way to try on first this an important factor in going ahead with the purchase. Boots arrived and were too big. I made contact with FB to initiate return and wanted a smaller pair (I knew id have to pay postage). ** responded to say, company just been sold so cant process any return or exchanges after June 5. I sent evidence id purchased before then evidence that return option was stated at point of sale. I was told to approach my credit card company/bank as they are not going to accept the return. Why would by bank help me? ** purchased something that I now have in my possession? I contacted FB again several times and got the same response, Basically 'too bad' I had purchased FB boots online previously with no problems (didn't need to do a return though)

    • Initial Complaint

      Date:06/23/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Charged on 6-23-25 for q blade replacement on a newly bought ****** under the deception of a subscription thst I didn't sign up for. As I read reviews, this is a deceptive business practice they do quite often.

    • Initial Complaint

      Date:06/17/2025

      Type:Product Issues
      Status:
      Unanswered
      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 two pair of boots online from company Freebird Stores, one on June 1st, the other June 2nd. For both purchases I purchased a $3.48 "insurance" that can be seen in the uploaded receipts that allows for "free unlimited returns". The knee high boots arrived and neither fit over my calf. I went to my local store for the return only to find that the store has been shut down. ( It was open 3 weeks ago)I called the customer service number and it was disconnected. I finally reached someone at one of their stores which is still open in ********** SC and spoke with a ******* who apologized and said she would contact their "fulfillment" department to see if they will accept the return. I do not think they will because once I found that the physical local store was closed I tried to return the boots through the purchase email and was sent back a new receipt that now says "final sale" I have uploaded pictures for your review of the original email which do not say "final sale". This company is engaging in deceptive practices and has likely tricked multiple customers with their extra insurance purchase which they knew they would not honor.I purchased these boots on installment. First installment has come out of my bank today 6/17/25 and will continue to come out through my bank every 2 weeks. The other purchase will likely start withdrawals tomorrow. I will gladly provide this company their merchandise back once I receive halted payment on the installments thus far and all further installments.

    • Initial Complaint

      Date:06/05/2025

      Type:Product Issues
      Status:
      Unanswered
      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 May 24, I made a purchase of the ****** sandal on Freebirds website. When checking out, there was an option for unlimited free returns for $3.48 which I added on to my purchase. At this time, I looked on their website to find any information about their return policy and was not able to find anything.I received my package on June 3, and my packing slip had a QR code that was invalid. I requested a return on June 4th through email, and was not responded to until June 5.I am now being told by free birds, customer service that they no longer accept returns as of June 5. That means, I had less than 36 hours to submit a return after receiving my product.Nowhere on their website did they mention their return policy would be changing as of June 5 , to no longer accepting any returns. I find it very coincidental and perfect timing that Freebird would change its return policy after launching a huge sale, which brought a lot of revenue and traffic to their website. Legally speaking, a business is to honor the original return policy, from when the item is purchased. A return POLICY - is a legal binding agreement.This is sneaky, and a disgusting, predatory business *********** also like to mention that both of their phone lines are disconnected and I had to contact the Colorado location to speak to someone over the phone who told me she wasnt even aware of this no return policy being implemented. ****** ********

    • Initial Complaint

      Date:01/04/2025

      Type:Product Issues
      Status:
      Resolved
      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 and used Affirm to pay for the boots. The boots arrived and were teeny so I immediately returned them for an exchange. I chose a different type of boot as the originals clearly ran very small and they had limited sizes.Freebird received the boots back on 11/22/24. After several weeks, I have called and left messages - no call back as promised. I have emailed several times and got no response. I called in the middle of December and they said they had a waitlist for shipping and I should get the boots soon. Still nothing, still no response. I filed a dispute through ****** and received no response and they are still charging me monthly payments of $71.81. I have paid $215.44 so far. I have bought at least 4 pairs of boots from Freebird in the past and always been satisfied. This experience is just ignorant.

      Business Response

      Date: 01/05/2025

      To whom it may concern, 

      I apologize for the delay and appreciate your patience. Your order has been canceled due to an open dispute with Affirm. You can find more information in Section 6 of our Terms & Conditions, available through the following link:


      Terms & Conditions

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

      Your dispute is still being processed on our end. For details on Affirm's resolution timeframes, I recommend reaching out to them directly.

      Best,

      The Flock

      Customer Answer

      Date: 01/05/2025

       
      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,

      **** ******

    • Initial Complaint

      Date:12/28/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This company sent me some old worn shoes.

      Business Response

      Date: 12/30/2024

      To whom it may concern, 

      We thank you for sharing your honest feedback with us, and we are so sorry to hear that you were left with this first impression of FREEBIRD. It is certainly never our intention to upset you, and we sincerely apologize for any frustration this order may have caused for you. I would love to help further assist if you could send photos of the bottom soles of the shoes, I would love to help get either a replacement or exchange in our system for you. 

      To start this process, please visit our Returns portal at **************************************.

      We are committed to resolving this issue and ensuring youre happy with your Freebird shoes. Please dont hesitate to reach out with any additional questions or concerns.

      Warm wishes, 

      The Flock

    • Initial Complaint

      Date:12/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought a pair of Freebirds on 10/23/24. Order#*******. The boots were damaged when received with a broken zipper. I returned them for an exchange and they received my return weeks ago in the time allocated for the return. However, I keep getting ******* around about my exchange about a back log because they are trying to get out new orders. This is unacceptable as I received damaged goods on their end and the have been paid. Just like the new sales, I would like my merchandise as well. At this point I would like a refund.

      Business Response

      Date: 12/12/2024

      To whom it may concern, 

      I sincerely apologize for the delay in shipping your replacement. Due to a high volume of returns and exchanges, our current processing time is approximately 1421 business days. However, Im happy to contact our Returns and Exchanges team to help expedite your replacement.


      I understand your preference for a full refund while still receiving the product, but unfortunately, that is not an option I can offer at this time. As a gesture of goodwill, Id be glad to provide either an additional 10% off your current order or a discount on a future purchase.


      Thank you for your patience and understanding. Please let me know how youd like to proceed.

      Customer Answer

      Date: 12/12/2024

       
      Complaint: 22676685

      I am rejecting this response because: 

      I think you misunderstood the request. Since  Freebirds is taking so long to process my exchange, I would rather have a refund. Unless my exchange  can be processed today and shipped today, my request is for a full refund in lieu of the exchange. The original order date was in October and because my exchange request is no fault of my own and your product was faulty, this request is justifiable. 

      Sincerely,

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

      Business Response

      Date: 12/19/2024

      We were able to help push through and expedite the Exchange. 

       

      Happy Holidays!

      The Flock

    • Initial Complaint

      Date:09/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought these boots because i have 8 pair of Freebirds and I have not experienced this before. I bought the woodland model on 7/31/24. I wore the boots once for a dinner and the both boots the leather on the toe box got scratched, the boot also had a discoloration on the top as shown on the pictures. I reached out to customer service and they advised me that it just needed to be clean which is innacurate, because the leather was scratched, they also advised me that they do not do repairs, I wasnt expecting that the boots will deteriorate the first time I used them. At this time I'm seeking for a refund and I hope they can better the quality of the boots moving forward. If a refund cant be done, at least I'd expect an exchange of the boots.

      Business Response

      Date: 09/19/2024

      To whom it may concern,

      Thank you for sharing your feedback. We appreciate your understanding of the handcrafted nature of our boots, made from 100% full grain leather. Each pair undergoes a thorough Quality Control process before shipping to ensure quality.

      If you ever find yourself unhappy with your purchase, we encourage you to reach out to our customer service team right away. Were here to assist with returns or exchanges, provided the item is unworn.

      Regarding the scuff on your boots, we did review the images and, unfortunately, the worn condition does not qualify for a return or exchange under our policy. We provided recommendations for cleaning and suggested seeking assistance from a local cobbler for repairs.

      As a gesture of goodwill, wed be happy to offer you a 15% discount if you decide to visit a local cobbler.

      Thank you for your understanding, and we hope to assist you further!

      All the best, 

      The Flock

      Customer Answer

      Date: 09/19/2024

       
      Complaint: 22306790

      I am rejecting this response because the boots were used once and for the price I'd expect for them to be more durable and not get scratched on the first try. I took the boots to a local cobbler unfortunately, they advised me that the color of the boot is difficult to match. This is very unfortunate since you just lost a loyal customer. 

      Sincerely,

      Mawari *******

    • Initial Complaint

      Date:08/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 new boots and they are used and damaged with stains. This is false advertising and I want my money back! I tried to return them and it said final sale. This is a scam and false advertising

      Business Response

      Date: 08/30/2024

      To whom it may concern, 

      Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused and want to assure you that it is never our intention to send a customer a product that appears used or worn. As our boots are handcrafted, slight variations may occur, which is part of their unique character.


      We have already reached out to you via email, requesting photos of the bottom soles of the boots. This will allow us to share the images with our quality control team to prevent similar issues in the future.
      Additionally, we have provided return instructions along with a prepaid return label to facilitate the process. Should you encounter any further issues, we encourage you to contact our customer service department at ********************************** and we will be more than happy to assist you.


      Thank you for your understanding and for giving us the opportunity to resolve this matter.

      All the best, 

      The Flock

    • Initial Complaint

      Date:02/08/2024

      Type:Product Issues
      Status:
      Answered
      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 a pair of high-end boots from Freebird stores out of ******. The cost of the boots were $398.17. That was after a $100 off coupon. The boots arrived, and they were clearly secondhand boots. They had scuffs with visible dirt on the bottoms and a slice in the heel. The upper soft, white leather had grayish blue stains all over it. I had taken pictures of everything in my first return and sent it to them. They sent me a label to return the boots and exchange for a new pair. When they supposedly new boots arrived, I had my husband videotape the entire unpack packing of it, because I did not trust Freebird after sending me used boots. We open the boots, all on video, and much to my surprise they had sent me the very same boots. Not the same style, but the exact boots that they sent me the first time that had been worn. The pictures and video do not lie. They didnt even bother to clean them up.

      Business Response

      Date: 02/08/2024

      Hi ****, 

      We thank you for sharing your honest feedback with us, and we are so sorry to hear that you were left with this first impression of FREEBIRD. It is certainly never our intention to upset you, and we sincerely apologize for any frustration this order may have caused for you. I see that our **************** team has been in touch and has left very detailed notes in your account to ensure that a manager inspects a new pair for you. 

      As our boots are handcrafted they may have some slight variation. Some will be intentional by the hand distressing process they go through and others from the full-grain leather used which emphasizes the creases, ridges, and natural characteristics to the hide. We want you to love your FREEBIRD boots and we hope to get you a great pair. Please feel free to reach out with any additional questions or concerns at ********************************* and we would be more than happy to help. 

      All the best, 

      The Flock

    FREEBIRD Stores is NOT a BBB Accredited Business.

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