Boot Barn

Thank you for contacting Boot Barn in regard to a defect inspectionWhen a customer feels there may be an issue with products received, we recommend that they contact our customer service dept prior to sending any items backThis will allow clear communication on the options available and the process and policy required by Boot BarnI have no record of receiving a call from the phone number listed from Order Reference # [redacted] - [redacted] .I have attached our general return policy for reviewGeneral Return: Product must not show any evidence of wear and must be returned with all its original tagsTo ensure that your boots don't show any signs of wear, be sure to walk only in carpeted areas until you are sure they fit properlyAvoid any kind of hard flooring as it may scuff the soles of the boots.Items must be returned within days of date received.Print and complete our Return form Returns lacking a Return form will not be accepted by our return department and will be returned to the customer.Original shipping and handling charges are non-refundableThe shipping carrier you choose to return your package is your choiceYet, we recommend you send back your package through a carrier such as UPS or FedEx that allows you to track your returning package.Make sure the product is in its original packaging, (e.gboot box), and place it in its original shipping box or original bootbarn.com shipping bagBoot boxes may not be returned with tape or any other shipping labels on them, doing so will result in a restocking fee.From the time your item has been received in our warehouse, please allow business days for your return to be processedAs soon as your return is received and processed you will receive an email confirmation.If purchased from a store or event we can only refund for original form of payment with original sales receipt Cash will be refunded with a check We apologize for any inconvenienceReturns received without a receipt will be returned to the customer.If you purchased online and want to return it in a store, you may do so for an exchange or store-credit only.Thank you , [redacted] ***

We understand that he store ordering system may have provided a clearance price while customer was in storeThis was a glitch in our in store ordering system and we would be happy to place an order matching the price customer was originally quotedThe only requirement is that the customer contact Boot Barn CorpOffice at (888)440-to do this.For security reasons our retail store locations are not able to place credit card orders via telephone, we are sorry for this inconvenience

I have contacted the customer to obtain more information regarding the stores that he visited so that I can contact the appropriate district managers He was not available so I had to leave a voice mail with my number for a return call Once that information is received, I will contact the correct District Manager to work with the customer directly

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [I can not accept this till I receive the actual pre-paid mailing label and are they going to be sending me a replacement pair? My husband loves the boots, they're just defective.] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Although boots were not purchased at boot barn, the boots were returned to boot barn and signed by [redacted] at the dock who received themBoots were purchased through boot barn.comThese boots have been received to boot barn with a signature on recordI request a refund for my purchase and return fee from the receipts I have submitted to Revdex.com and Boot Barn

Dear Mr [redacted] ,Boot Barn Store Management and CorpManagement has received your request to be contacted and have provided you with recommendations regarding your productWe have also addressed your concern via Social Media platformsYou have been contacted by our Store Management, District and Regional Managers regarding the item purchased in our retail store were offered a resolution.Sincerely,Boot Barn

Dear [redacted] ,At this time we would like to offer a you a replacement of the item you had shipped back to Boot Barn in errorWe would like to ask you if you would like the same size in the [redacted] (Item #***, Size 7, M) returned or would you need a different size replaced?Please let us know at your convenience what you choose, we are happy to help facilitate the item being sent to you with upgraded delivery at no charge.Sincerely, [redacted] ***Boot Barn Customer Service

Dear ***,Thank you very much for notifying us of the item being returnedI have partnered with our accounting department to help facilitate a timely responseI was able to locate your emails regarding this item being returned and did see that a package was received in our Irvine location Unfortunately I was not able to locate the actual item listed below on your B Rewarded account in our systemSince you have indicated that you provided a proof of purchase in your return package, I will need to receive confirmation from our accounting department prior to providing you with detail of the refund being issued.Please accept our sincere apology for this delay refund, we are working on a resolution and will be in touch with you soon.Sincerely, [redacted] ***

Re:consumer complaint # [redacted] I am submitting proof of my claimI am attaching PDF files to this emailOne shows proff of sale & delivery to me from the [redacted] seller; proof of return & receipt by Boot Barn of merchandise returned by me & a copy of the return form enclosed with the bootsThe return form does not state only the " origional pirchaser can return the merchandiseI purchased these boots from seller for $(seller info [redacted] ) from [redacted] on 12/10/These boots were shipped & recieved by me, they were brand new in box with return instructions and paperwork from a company called Boot Barn in the box.I gave these as a gift, they didn't fit & returned them to Boot Barn for exchange for 1/size smaller (1/2)After several weeks & no word from Boot Barn I called them & inquired as to the status of the exchange.Unbeknownst to me, they told me the seller filed a charge back for fraudulent use of his card & claimed he didn't make the purchaseBootBarn has refused to return to me my boots or honor an exchangeSo I am out my $from the purchaser & no merchandise back from Boot Barn & as a result of these charges I have no recourse but to try & recoup my $ back from the sellerHow can I do that when the seller delivered the item to me ! Please review the attached files supporting my claim for a refund for $ & you may have proof against seller for comitting said fraudAttached is proof of purchase by me from the seller thru [redacted] & proof of receipt by me and a receipt of return by Boot BarnSo far they have failed to exchange or return of my merchandise that I purchased legally & sent back to them for exchangeThanks for your help in resolving this matter & if you need any more information please askHope to hear from you soonRespectfully, [redacted] ***

Hello, Roman Thank you for contacting Boot Barn in regard to your order and how Boot Barn captures funds Since a portion of your your order has been canceled the credit card on file was not chargedHowever, you may have seen activity on your credit card account at the time the order was placedThat activity is only a "pending authorization" or also referred to as a "soft hold" and are not actual charges to your credit card account This is standard procedure that credit card companies take in order to put those funds aside for the online BootBarn.com purchase Depending on the credit card issuer, they generally disappear in about 2-business days from the day the order was attemptedHopefully, this will help to clarify Please advise: “Pending Authorizations” / “Soft Holds” on funds that are set aside for purchases on BootBarn.com are only charged at the time the order is shipped and a tracking number is inputted to the order A Customer Service Supervisor did inform [redacted] via telephone that we only captured funds in the amount of $for Order # [redacted] August 7, 2015: Credit Card Authorization -$44.45August 11, 2015: Credit Card Settlement -$33.29We are very sorry for any miscommunication and we have issued a refund for the cost of shipping as a courtesy.Sincerely, [redacted] ***e-Commerce / Customer Service Manager / [redacted] Style Definitions */

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

To Whom it May Concern,This response indicated that documents are included for review, nothing is attached for viewing or downloaded in this communicationPlease provide at your earliest opportunityIn addition, the "Credit Card Holder" has placed a charge back against this transactionBoot Barn will not be able to issue a refund or exchange product prior to obtaining an alternate form of paymentThank You,*** ***
***Customer Service Supervisor *** *** *** *** ** ***

Thank you for taking the time to review our general return policyYou will find at the bottom of our "Return Form" bullets that will clarify the return on new products.If you feel your products are defective we suggest you contact Boot Barn Customer Service to discuss what options are available. Please remember we can only accept returns on new, unused merchandiseMerchandise that is scuffed, worn, dirty, washed will be returned to you.Please package your return merchandise in the original shipping box.A refund will be issued to the original credit card.You are responsible for shipping returns back to our warehouse.This statement is also present on our website listed on the return form available for downloadBoot Barn does not offer refunds for products shipped back without prior authorization

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution may be satisfactory to me. I will wait for the business to perform this action and, if it does, I will advise you of the outcome
Regards,
*** ***

Dear ***,I do apologize for the delay in response to your request for a return on an item purchased on our websiteWe have issued a prepaid UPS return shipping label via email for this inconvenienceWe do want to thank you for your patience and hope to have this issue resolved for you in a
timely manner.If you have any questions regarding this process or need any additional information, please contact our Customer Service Manager directly.Sincerely,Boot Barn

Customer order *** was placed with us on August 01, 2016. At that time an authorization was obtained in the amount of $123.04. When the customers purchase was shipped, an actual charge was posted in the amount of purchase which was $123.04 Hence, there is only one charge to
the customer account. The authorization will release typically within 7-business depending on the customers financial institution. This is the only order we find in our system. We do not find an order in the amount of 121.96. Without further information, I cannot verify that this is a Boot Barn transaction. Best Regards,*** ***Customer Experience Manager***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Boot Barn responded and said: When a customer feels there may be an issue with products received, we recommend that they contact our customer service dept prior to sending any items backThis will allow clear communication on the options available and the process and policy required by Boot BarnI have no record of receiving a call from the phone number listed from Order Reference # *** - ***.I am assuming based on the response, they are saying I was suppose to call first to get approval for sending back a defective item? The Boot Barn states they have no record of receiving a call from my phone number. There is no mention of or any recommendation that says the customer should call in regards to a return anywhere on their website or in their return policy. There is no mention of steps a customer should take specifically about returning a defective itemYou can read the return policy the Boot Barn attached to their response. Below is the text that appears when you click on "returns" on the website. Below the paragraph is where the return policy is found on the websiteReturnsWe understand that sometimes returns are necessaryIf you are not 100% satisfied with your order, you can return it to us for a refund within days of deliveryWe want to make sure we process your return in a timely mannerPlease follow the instructions below.In the return instructions it says to fill out the return form. I have attached the return form. The customer is asked the reason for the return and defective is one of the options to choose from. Again, it does not give instructions here to the customer to call first for a return of a defective item
Regards,
*** ***

Hello! Thank you for contacting
us regarding the activity on
your credit card account
The activity on your account is a "pending
authorization" also referred to as
a "soft hold", and is not an actual charge to your credit card
account. This is a standard procedure credit card companies take in order
to put those funds aside for the online BootBarn.com purchase. Each time “Submit” is selected, and the order does not go through: your credit
card company will issue a "pending authorization" stating that the
funds are availableHowever, we are not actually generating an order or
billing your credit card.We have reversed any failed attempts and no funds are captured unless a successful order is in place
Depending on the credit card issuer, “Pending
Authorizations” / “Soft Holds” generally drop off of your account within 2-
business days.
If you have any additional questions or concerns,
please feel free to contact our office by phone, or simply replying to this
email.Sincerely,Boot Barn Customer Service

Please find detail in regard to refund and communication regarding compensation provided belowBoot Barn has refunded the credit card used for original purchase and we issued a courtesy (additional compensation) reward credit in the amount of $that can be used in store and online
Refund Detail:
Communication provided to customer - The refund was processed
successfully onto card # *** on 04/30/15. The only reason the customer
would not see the credit yet would be if the card is not Visa or Mastercard
supportedWe asked if she would please check directly with the bank/CC company as the credit has already been issued
*** ***
e-Commerce
Customer Service Supervisor
Laguna Canyon Road
Irvine, CA
p: *** *** ***
f: *** ***
***
www.bootbarn.com

Dear Customer, We apologize for the inconvenienceIt was our shipping errorWe have refunded you for the shipping cost and also an additional 10% for the inconvenienceWe appreciate our customers and apologize for the inconvenience that this has causedYou will be receiving a total of
$as a credit.Sincerely,***Boot Barn CS