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The Frye Company

This business is NOT BBB Accredited.

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Complaints

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

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The Frye Company has 2 locations, listed below.

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    Customer Complaints Summary

    • 59 total complaints in the last 3 years.
    • 11 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/02/2025

      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.
      Cognac color boots ordered online via final sale - no returns or exchanges. However l believe they used a bait and switch tactic as what l received was a pair of dark brown boots. When l contacted **** customer support and said l thought an exception to their final sale policy would be appropriate as l received a totally different color boots, the cs *** tried to explain away the color disc***ancy blaming it on lighting, the camera used, viewing a photo vs seeing the boot in person and then blaming the tanning process stating that leather can change color over time and denied my request for the cognac color boot or a refund as l felt they sent a different product than what l ordered. The cs *** suggested l try to sell them on their website. If they believe that their boots can magically change color from cognac to brown, then they should have utilized a photo of a brown boot on their website. Im asking that the correct cognac color boots be sent in exchange for the brown boots. If that cannot be done, then l would ask for a return label and refund to my cc used. Photos of both boots attached.

    • Initial Complaint

      Date:02/19/2025

      Type:Delivery 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 am trying to get a date that my bra's will be delivered. The tracking number is non existent, says the business....order was placed 2/15/25, and that is as far as I can get...tracking number does not work.......order should have been shipped, correct?I want more from this company!!!!!!!****** *****

    • Initial Complaint

      Date:01/02/2025

      Type:Service or Repair 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 ordered a $400 pair of boots and they were expected to be delivered on November 19th and still havent received them. I have been back and forth with their customer service and as of yesterday, they are still saying they are waiting for tracking info. Ive been given the complete run around. Ive asked to speak with a manager multiple times and never gotten anything back. I havent been refunded nor have I received boots and for a company who sells such expensive things its insane to me that this hasnt been resolved. The entitlement of someone keeping $400 of mine without a product received is beyond me.

    • Initial Complaint

      Date:01/02/2025

      Type:Service or Repair 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 bought two pairs of boots from this company. I was guaranteed by the company when I purchased the boots that it included up to 7 resoles INCLUDED with the purchase of these boots. I finally reached a point of needing them to be resoled. The retail stores have closed, but they still exist in n online platform, so I contacted them. They refused to honor the promise they made at the sale. Said I would need to hire a cobbler to do it myself. The resoling promise was the main reason I bought from this company. So over $700 and they refused to keep up their end of the bargain. They are charlatans, promising a future promise that they then refuse to honor.

    • Initial Complaint

      Date:11/26/2024

      Type:Delivery 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.
      Ordered boots. Checked promotion box. $15 off first order, sign up for texts. Promotion text didn't come until AFTER I submitted the order. Code never sent. Did it again. Code sent for NEXT order. Immediately emailed company. Company giving me runaround. Never credited my ****** acct $15. I did do express shipping. Got boots. Getting marketing texts. No $15 back to ****** acct. This is marketing FRAUD!

      Customer Answer

      Date: 12/21/2024

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding The Frye Company has been resolved. ****** immediately refunded me $15. 

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:11/25/2024

      Type:Service or Repair 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.
      For days Ive been reaching out to this company in regards to my exchange order I placed with them. ***********. It got cancelled being out of stock at the time of fulfillment. The company refuses to respond via email.. phone call. Social media attempts. They refunded the difference for the order. Now they still owe me $403 on my original order or so for the fact that now this is a return *********** When I call they hang up on me. They refuse to refund me my money. Or acknowledge that I need help! Which I find very unprofessional. Ive spoken to a cherry which I feel is a fake name. Ive spoken to a ****. Ive spoken to a *****. & a ******. None seem to be able to actually help me or stop communicating. I would like to communicate to this company id prefer my full refund on a gift card vs original payment as my original payment form debit card is now a closed out bank account so it will make my refund difficult. & a long process.

    • Initial Complaint

      Date:11/04/2024

      Type:Service or Repair 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 10/26/24 I placed order *********** for size 7 Montana leather wide calf campus boots, totaling $519.60. The boots arrived today and the left boot has a tear in the leather and the upper sole of the left boot is ripped and visibly scuffed, The boot is severely damaged. The sole of the right boot is worn. **** charges me to return the defective product, and is sold out of boots to replace, **** will not answer when I try to call them. **** committed a deceptive trade practice by advertising new boots and selling ripped leather and defective boots and charging me to return.

    • Initial Complaint

      Date:10/16/2024

      Type:Service or Repair 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 bought a **** cross body purse on July 27, 2024 from Dillards! One of the straps broke on October *******! I called Dillards and they said since it was over 30 days it was Fryes issue! So I called **** and they said since I didnt purchase directly from them it was Dillards fault! Please help! I feel like a ping pong ball!!2

    • Initial Complaint

      Date:05/10/2024

      Type:Service or Repair 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.
      **** product purchased from an authorized retailer (Dillards) on 5/13/23.Included with the product was a tag with info on Fryes warranty.The handle seam starting coming off and I contacted **** via email regarding the issue on 5/1/24 and they directed me to Dillards, who directed me back to ****.I contacted **** support by phone on 5/9/24 and was told they would not be able to help me without an order number. An email received from **** support on 5/9/24 provided that they only accept returns/exchanges within 30 days of purchase. Meaning that **** does not uphold its own warranty that is tagged on their products, falsely advertising a warranty at purchase.

      Customer Answer

      Date: 06/04/2024

      Better Business Bureau:

      At this time, I have not been contacted by The Frye Company regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:04/04/2024

      Type:Service or Repair 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 pairs of boots on 5/30/23 totaling $492.72. I subsequently returned both pairs of boots totaling $492.72. **** took weeks to address the return. They claimed I only returned 1 of 2 pairs of boots. **** has yet to issue me ANY refund and has ghosted all my emails. When I finally made contact with a new agent she also ghosted me. Their customer support phone line is nonfunctional and hangs up on me regularly. They have stolen my money and not issued me any refunds even for the one pair of boots they claim I did return. Absolutely unethical.

    The Frye Company is NOT a BBB Accredited Business.

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