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Business Profile

Western Clothing

Justin Brands Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Western Clothing.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 2 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:06/17/2025

    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.
    Review for Chippewa Boots (a division of Justin Brands, Inc.)Order #: CHP0033570 Purchase Date: 06/11/2025 Product: Classic 2.0 8 Steel Toe Logger We are extremely disappointed with our experience purchasing directly from the Chippewa Boots website. We ordered the Classic 2.0 8 Steel Toe Logger boots, expecting a functional pair of work boots suitable for outdoor useespecially given their leather construction and steel toe design.On 06/15/2025, just a few days after receiving them, the boots were worn briefly to walk our dog through the yard after a rain. To our surprise, the boots immediately soaked through, leaving socks completely wet from walking through damp grass. Nowhere on the product page or in the product description does it state that these boots are not waterproof. Given the rugged style, materials, and branding as work boots, we assumed they would offer at least minimal water resistancesomething that is generally expected from leather work boots in this category.We contacted customer service and explained the situation, only to be told that because the boots had been worn, they could not be returned. This policy leaves no room for good faith customer resolution, especially when the product fails to meet basic expectations for a work boot.We are now out almost $200 for a pair of boots that are effectively useless to us. The lack of transparency on the product page, combined with the inflexible return policy, makes this a deeply frustrating experience. We would not recommend purchasing directly from Chippewa Boots, and we hope the company takes steps to better inform customers and support them when products fall short.

    Business Response

    Date: 07/23/2025

    The boots mentioned were not sold as waterproof boots. Please consider this complaint with the BBB closed.

     

    Thank you.

    Chippewa Boots

     

     

  • Initial Complaint

    Date:03/05/2025

    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 bought a pair of justin boots end of December, they fell apart within 30 days I contact the company and they don't want to warranty them and now refuse to even respond. They claim to be a quality boot company but their boot heels are made from paper and their glue is water soluble, so the first time they got wet they fell apart.

    Business Response

    Date: 03/21/2025

    We communicated with Mr. ****** in January to authorize a return of the boots, but he did not want to pay the freight to send them in for the exchange.

    There has been no further communication since that time.

    We have contacted Mr. ****** and are sending him a shipping label to send his boots in for the warranty exchange.

    We will be replacing his boots.

    Thank you,

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

    Customer Service Manager

    Customer Answer

    Date: 03/21/2025

    Complaint: 22886269

    I am rejecting this response because: I do not want to own a pair of their boots, the quality is so bad I will have to keep sending them in over and over as the materials are sub par

    Regards,

    Justin ******

    Business Response

    Date: 03/31/2025

    *** ****** was upset with the way that the retailer had treated him, when he went in for an exchange of a defective boot. 

    When I reached out to *** ****** on March 24th, *** ****** wanted his money back, did not want any replacement.

    On March 26, *** **** ******** (salesman for Justin) reached out to *** *****. 

    After the conversation, *** ****** was set up with a return ******** (which he will use to return the defective boots once he has returned from him trip), in addition an order for a new replacement pair of boots was entered 8762488.  These boots will be shipping out today, March 31, 2025

    *** *********, sent a complimentary pair of boots to *** ****** in addition to the replacement that we are doing.

    Thank you

  • Initial Complaint

    Date:01/02/2024

    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 sent a pair of Chippewa logger style boots back to the company. These boots were not even broke in yet and in like new condition. The vibram sole of one of the boots literally fell off while i was walking in them. After taking them off i saw that the other sole was soon to do the same. I boxed them up on November 27th. 2023 and sent them back to the company along with a letter asking that they be replaced. It is now December 29th 2023 and i haven't received anything nor have i gotten any response from the company. I have attached the correspondence to them and the a copy of the shipping receipt with tracking that shows my boots were delivered.

  • Initial Complaint

    Date:08/14/2023

    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 placed an order with Justice on 7/11/2023 during an exclusive back to school sale. I recieved an email the same day stating my order had been recieved and the shipping was not going to be typical 3-6 days or something but would be delayed to 3 weeks. We are now on week 4 or so an entire month. Not shipped, not processed, and no excuse regarding. I mean are these people working over time and on the weekends to catch up? I feel like shopping a back to school sale for kids clothes and recieving this delay and no customer service is against what the ad suggests. SEND YOUR GIRL BACK TO SCHOOL IN STYLE.

  • Initial Complaint

    Date:05/03/2023

    Type:Customer Service 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 ordered a pair of 9D size Ropers style boots on January 3, 2023 through local retailer **********************. They stated after checking on my order that it would be some time before receiving my boots because they were changing warehouses and invited me to call Justin Boots as well. I did just that and of all the years buying Justin products, double digit hats, boots, belts, etc since the 90s. I never had a problem or had a negative experience until I spoke with the disgruntled employee I got over the phone when I called. That woman was downright rude. I understand the changeover, but I also need those boots as my others are pretty worn ( leather sole ropers). I do a lot ranch work and have since changed to more modern boots that withstand the beating, but I like the ropers for things such as riding ( modern boots just dont work the same). In more than 30 years of untarnished positive experiences and loyalty to this company this is extremely disappointing. Justin is one of the last places I would have dreamed of to do this. After several interactions, emails and phone calls to Justin they stated they would no longer speak to me and only the third party retailer. They have been trying to help me by calling Justin as I call them. They stated to the third party that the backorder (even though they assured me they have the stock item in question) until April. It is now May and no further explanation except telling ** they are backordered until April, this makes no sense. Again I ordered on January 3, 2023 and it is now May 3, 2023. Also, note I have already paid for the item(s).

  • Initial Complaint

    Date:01/13/2023

    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 purchased these boots in mid January 2022 at *** in ***********, **, and have only worn them 20 or 30 times noticed the right heel coming loose from the boot. As you can see from the attached pictures, they have very light wear. At direction of Justin Boots and per their warranty of 1 year I shipped the boots to Justin per their directions December /22. Boots were received on 12/9/22 per my tracking number by ******. I have corresponded several times to get updates and the last time they responded was 12/26/22 and they had not inspected boots yet. I have emailed 3 times since then (about once a week) with no response. I paid $270.00 for a pair of boots they are holding hostage!!!

  • Initial Complaint

    Date:01/06/2023

    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 have been trying to reach Justin Brands, *** customer service for a month regarding a warranty issue on my boots but no one has responded.

  • Initial Complaint

    Date:09/13/2022

    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 purchased a pair of boots from there retailer 2/2022. It is now august and the top of boots completely ripped away from the shoe. I am going on 2 weeks of trying to contact them via email and phone as stated per the website for a replacement or return. I went back to the business I bought them from and they stated this I what I needed to do. Even added photos with email. Phone just rings then someone just hangs up once you get through. Per the website the have a workmanship warranty on the boots 1 year from purchase date. I didnt even make it a year. I want something done. These are not cheap boots and I did at once highly recommend this brand but after the poor customer service I may have to change my mind.

Justin Brands Inc is NOT a BBB Accredited Business.

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