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Business Profile

Retail Shoes

KEEN

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

Customer Complaints Summary

  • 18 total complaints in the last 3 years.
  • 5 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:12/13/2023

    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.
    Keen refused the warranty on their shoes. The shoes were bought from Keen directly. The warranty starts upon purchase but states that it doesnt start until the label is made. The warranty starts before the product is even shipped.

  • Initial Complaint

    Date:09/16/2023

    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.
    This complaint is in regards to warranty claim *******. I submitted a claim and it was determined a receipt was required based on email response. When I called in about the matter before the email response ******* mentioned that a receipt may be required depending on the details. All other info was provided as required. The business requires you to create an online account with then by the way which I found unusual. That was the only method as described by ******* that day when I called. I happened to locate my credit card receipt (proof of purchase) and appears the purchase was in June 2023 timeframe. The shoe failed and sole is falling off. The company claims its a 2017 discontinued style. The shoe costs $175 plus. Why is it failing already? The claim was denied.

    Customer Answer

    Date: 10/13/2023

    No response from business.

  • Initial Complaint

    Date:07/20/2023

    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 shoes which are defective on the inside of the shoe where stitching is and material gets wet it flips over and the material along with the thread then rub a raw spot on your foot. My husband and I have the exact same problem in 2 different sets of shoes. I want to return them for a refund, not a credit as I don't want another pair of shoddy made shoes.

  • Initial Complaint

    Date:06/13/2023

    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 would like to express my experience with Keen regarding a recent purchase of shoes for my children. While the majority of the transaction went smoothly, there was one pair of shoes that turned out to be defective. I reached out to Keen to initiate a warranty claim, and I must commend them on their efficient and friendly handling of the process. As a gesture of goodwill, they provided me with a promo code worth $65 to be used for my next purchase at Keen. (claim #WKCA1456013OR)Since receiving the promo code, I have been actively searching for suitable shoe models and sizes for my children on the Keen website. Unfortunately, I have been unable to find any that meet my requirements. It has taken nearly two years, but I have finally discovered the perfect items to purchase from Keen. Excitedly, I attempted to redeem the coupon, only to discover that it had expired. I have made numerous attempts to contact Keen in order to resolve this issue and request either a new code or a solution to the problem. However, each time I reach out, I am informed that they are unable to assist me as the code has expired, thereby implying that the warranty claim was not fully utilized.At this point, I kindly request your assistance in escalating this matter to the **************************** My primary objective is to find a resolution and have my coupon code renewed so that I can apply it towards purchasing new pairs of shoes for my children. I genuinely hope that you will review my case and consider extending another coupon code to ensure customer satisfaction. I sincerely appreciate your attention to this matter. Thank you in advance for your assistance.Best regards,

  • Initial Complaint

    Date:06/02/2023

    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 shoes dec 2022. the soles started falling off april 2023. theyre under warranty. keen approved my warranty "claim," and now, in stead of replacing the shoes i bought or issuing a refund, theyre demanding that i sign up on the internet to receive "credit."i have asked for a supervisor or someone with the power to fix this, and i have never received a return phone call.

  • Initial Complaint

    Date:04/18/2023

    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.
    Purchased 2 pairs of Keens (one shoe, one boot) on 11-28-2022. Keen has a one year warranty. In march 2023 I noticed cloth material around tongue and shoe opening fraying, since then stitching has popped and rubber sole has become disconnected. Keen rep ***** suggested calling a "cobbler" to fix shoes at my expense. Keen rep ****** ignored my issue with submitting an online claim. Keen rep ****** repeatedly stated I had to sign and agree to their warranty in order to submit a claim, while agreeing I had provided them all the information they needed via email to process my claim. Keen **************** Manager ******** (and rep ******* repeated blackmailed me with I had to sign and agree to their warranty thereby waving my consumer rights and giving them sole discretion on remedy or else they will not file my claim. Manager ******** also stated I could return the shoes at my expenses and they would get back to after 3-4 months on their decision. Unless I sign, they will not process claim, knowingly in clear violation of the Consumer Protection Act, knowingly selling defective merchandise, knowingly false advertising, no country of origin on website, and blackmail. No one can explain why I have to sign their unconscionable warranty or offered a clear resolution. I obviously do not want the same defective shoes or dealing with this unscrupulous company.

  • Initial Complaint

    Date:02/21/2023

    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.
    Third pair of shoes that have failed with sole releasing from the boot. I thought perhaps changing the style would provide different results. These are not heavily worn boots.

  • Initial Complaint

    Date:11/07/2022

    Type:Customer Service 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 shoes on 9/6/2022. I received them much later than that. Within less than a month of use, the soul on the bottom of one of the shoes is ripped away. The quality is not up to the warranty standard. I filed a warranty claim which required a lot of work on my end. Now *** wants me to return the shoes for either a refund or replacement. The problem is that I have no other shoes to wear. I dont believe given the evidence that *** already provided that I should need to return these. Ive ducted them so that they are semi functional until I can get a new pair. I think it is inappropriate to require that I return them as I will not have any shoes left to wear. That is not good business practice and I am very much disappointed in the quality of both the shoes and the quality of customer service. When did this company stop caring about its customers?

    Business Response

    Date: 11/07/2022

    Im reaching out to see if we can remove complaint #********. This is for Keen shoes, which is a separate company and not affiliated with us.

     

    Let me know if theres anything else I need to do.

    Thank you,

     

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

    Associate Manager, Policy & Abuse

    Ingenio, LLC

KEEN is NOT a BBB Accredited Business.

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