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:10/23/2024

  Type:Service or Repair 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 took a pair of boots in to have the heel repaired. The owner replaced both heels without notifying me. He also cleaned my very expensive custom boots with a cleaner that stripped the dye or color out. He admitted hed made a mistake but refuses to replace the boots or pay me for the damaged boots. He has been extremely rude and disrespectful to me in conversation, for some odd reason called the local sheriff ***** and told me to come see him face to face obviously in a confrontational manner. I have been polite in all my dealings especially after hed admitted hed made a mistake, then he got wildly upset and refused to fix the issue. I am now having to seek legal recourse against the establishment.

  

  Business Response

  Date: 10/24/2024

  When the customer picked the ********************** up the first time he said they were good before walking out the door but called back in a couple of days and was very rude and accusatory.  The repair required the replacement of the heel caps.  As a courtesy, we saddle soap and condition most boots that are brought in for repair and this is all that was done to these boots.  We called him back and told him that we would work to make them look like he wanted in order to appease the situation if he would bring them in but he had already put polish and wax on one of the boots so we did what we could to perfect the one he worked on and made the other boot match.  When he came in to pick them up he said he had already contacted his lawyer and would settle for nothing less than a new pair of boots.  He told us that he purchased the boots 3-4 years ago on a sale.  We feel we have done everything possible to remedy the situation short of replacing the 3-4 year old boots with a new pair.  

  Customer Answer

  Date: 10/24/2024

  I am rejecting this response because:   What the business stated is 100% false. I told the woman that rang me up for the ***air that the boots were not right. But I had already paid they were busy and I was kinda shood out of the way. I brought the boots back with crme polish and wax because he said he could fix them, and he was going to call his other ***** thats in ***** ***** and his ******** **** area *** to see how to fix the problem he created. I told him to hold off on applying anything to the boots till he talked to them. He ignored me and did whatever he wanted and applied it anyway and told me to come get my boots. He has lied and accused me of actions that were not done and acted in a manner unwarranted toward me. I gave him many options to resolve the issue not just one. 

  

  Business Response

  Date: 11/06/2024

  Mr ***** originally brought in a pair of boots for heel ***air which required ***lacing the heel caps. We also cleaned them with saddle soap and conditioned with **** 4.  Neither of these products will strip or change the color.  We do this with all boot ***air with no issues.   Our charge for the complete ***air was $35.  Mr ***** called to complain about the color a day or two later so we asked him to bring them in a 2nd time so that we could see if we could restore the color to what he said they should be he told us that he had never liked the boots.
  We contacted The **** ******** boot company concerning these boots.  They were able to identify the work order for the boot from the number stamped inside the boots.    They were a special make up boot that was exclusively built for Finchers Western Store in ********** and shipped in 2019 at a wholesale cost of $255.  We were told by the sales *** that they would have retailed around $500.  Since they were not a stock boot for the ****************, **** has no pictures of the boot but the description is on the work order. Mr. ***** told us on his 2nd trip to our store that he had before and after pictures.  I requested that he send us the before picture so that we would have something to go by and I texted him so he would have the number to send it to however he never sent it to us.  In his color description he told us three different colors of ***** in three different conversations (chestnut, walnut & dark pecan).  When he brought them in the 2nd time, he had already applied a color product to one of the boots.  We do not dye boots and have no expertise in this area so the only thing we could do, especially without a picture to go by, was to perfect the boot he had worked on and then make the other boot match.
  After receiving the work order from **** and studying it we discovered that the vamp (foot) of the boot was the same color as the top originally which is described as tan.  The only ***** ordered was the stitching on the top.
  He came in to pick up the boots last Friday, November 1st.  Mr ***** has threatened us ***eatedly with legal action, so in order to protect ourselves, we called a witness plus called for a deputy to witness the condition of the boots when they were handed over.  Mr. ****** created a big scene while waiting for the witnesses to arrive. Another customer who was in the store at the time who contacted us the next day to compliment how well we handled the situation.

  Customer Answer

  Date: 11/06/2024

  I am rejecting this response because: ln this response this man admitted he preformed services to my boots that were not requested and by doing so he ruined my property. At my attys advice I went back to pick up my boots a second time and my fieancee went in as to not make a bad situation worse, this man refused to return my property to her and also refused me access as well. He called the former mayor of ********* or someone and had him come to the shop and told me he was calling his friend that was law enforcement locally. I had to step outside the shop and place a call to the local police to come help me get my property back. I have the whole thing on video and pictures. People like this should not be able to own and operate a business. He is a bully and **** accept that he made a mistake nor fix it. I have been met with anger and what I perceived as attempted violence and strong arm tactics by this business and this man. I am left with a pair of rather expensive messed up boots.