Boot Barn

Am I very sorry, as it states in the FAQ's and Rules regarding this program when you signed up and accepted the terms of this agreement.Reward credits have no cash value and are non-transferable or exchangeableIf you elected to continue your purchase in store and accepted the cost of the product without verifying a valid reward, we are not able to retro actively issue a refundWe thank you very much for your valuable time and considerationIf you have any questions regarding the B Rewarded programs please do contact our customer service department at 888-440-2668.Sincerely,Boot Barn

To whom it may concern. My sincerest apologies, I completely missed this with all of the Holiday rush that was experienced. I have contacted the customer and refunded her shipping as well as providing a refund for one of the items she ordered. Below is the email that was sent to
her. Dear Ms***,Please accept my sincerest apologies for the delay in getting this credit to you. I also apologize for the delay in getting your items sent . It is so unfortunate that you had to experience this issue with Christmas gifts for your daughter.I have refunded the entire in shipping charges that you paid in an effort to extend our fullest apologies. I know this in know way makes up for the delay. I have also applied a credit of $for the Shyanne Navy blouse, item *** that was ordered.Once again, my sincerest apologies, and am in hopes that you will give us another chance in the future. Sincerely***
*** ***Customer Experience Managerbootbarn.com

Thank you very much for requesting additional information regarding this customers product and it's return to Boot BarnWe did issue a return shipping label that was used by Ms***The UPS tracking number indicates that her item was just Delivered On: Tuesday, 01/19/
at 9:
A.M
We are issuing a refund and we are willing to offer additional compensation for this inconvenienceWe respectfully request that Ms*** contact our customer service office directly at *** to speak about the options we are offering for her replacement order.We offer our sincere apology for the inconvenience and will do our best to ensure better service going forwardThank you for the opportunity to serve you.Sincerely,*** ***
e-CommerceCustomer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

I am very sorry we are not able to locate a product purchased or returned as customer states in this complaintI would need a tracking number associated to the returned item in order to obtain proof of signatureI would request that a proof of purchase or copy of a receipt be provided to continue
our investigation.Thank you very much for your valuable time.Sincerely,*** ***Boot Barn Customer Service

In response to the customer statement, please find below a list of dates and information regarding complaint resolution.Order # *** 12/5: re-send order confirmation at customer request12/11: request order status update from Manufacture, pending reply.12/18: Follow Up - Status Update
Request contact : ###-###-#### *** - ordered on 12/01/12/26: Customer called to inform of wrong size received.12/30: Call Tag Issued via emailTag #*** - never used by customer 1/5: Customer called in for updateCall transferred to Supervisor.1/5: Informed customer order has replaced and order will arrive by 1/Customer stated that the item would be needed for an event on 1/Tracking of package shows item was delivered as follows:Farmingdale,
NY,
United States 1/8/-
7:P.M
DeliveredCustomer states that she was refused service, we provided resolution and replacement as customer requested by the date requested

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

I apologize for my delay in responding to this. It was an oversight on my part.After reviewing documentation on this complaint, a size boot was ordered and this is what was shipped. We did however; advise the customer, that we we would refund the boots when they arrived. We were
happy to place another order, however we could not issue a credit without receiving the boots. Credit was processed when the boots were received. We apologize for any inconvenience that this may have caused, however, we did in fact ship what was requested and a refund was issued to the customer when the boots were received. Since tis time a new order has been placed. Sincerely,Jody Moppin,Customer Experience Manager

Revdex.com:
I have in fact received the return postage label, a refund to my credit card, and returned the defective merchandiseI have no interest in doing business with them againIt would be nice to know if they have updated their customer service practicesIt shouldn't take months, a complaint to the Revdex.com, and an email to their media relations department to get the action that they promised, over and over
*** ***

I have contacted the customer to obtain the number of the gift card so that I can try and assist with the purchase. I had to leave a message as there was no answer. I will continue to follow up as needed

Unfortunately, normal transaction time from one financial institution to is 3-5 business days.  Boot Barn processes refunds upon return and the transactions flow through the system.  Time delays are based on the transaction times between financial institutions.Thank you,[redacted]

Hello [redacted],Boot Barn has issued a UPS pre-paid shipping via email as requested. The UPS Call Tag #[redacted] does show that you have not used it yet. This tag will expire within 30 days of it's issuance on 1/26/2016. Please review this link [redacted] to the UPS webpage to see this notice of call history.If you need any assistance regarding this label or need it to be issued via USPS please contact us directly at [redacted].Sincerely,[redacted]Boot Barn Customer Service

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.
The reward points should of been applied to my last purchase. How do I get a credit on my last purchase?  I do not want to be forced to make another purchase to receive my rewards due to me.
Regards,
[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

To Whom It May Concern,
An order was placed on our website Bootbarn.com on
12/10/2014 and was shipped direct to address entered at time of order. Our
system has verified this information.
We do not accept orders via [redacted]. [redacted] is not the card
holder or the person we billed in regard to this transaction.
The card holder has contacted Boot Barn to inform us that a
fraudulent order was placed and shipped to address other than the bill to
location.
Boot Barn has received a charge back from the card holder
financial institution. Because [redacted] is not the card holder I am not able to release any additional information in regard to this account. He has stated that he purchased this item through a 3rd party and our fraud dept has alerted the account. If [redacted] is the recipient of a fraudulent order, he will need to take action with the company that processed his credit card information. Boot Barn does not retain such information.
Thank you,
[redacted]
Boot Barn Inc.
[redacted]
[redacted]

Hello,We are currently looking into this return. It has been brought to my attention that item was not purchased from Boot Barn. The forms submitted by [redacted] show that his item was purchased directly from [redacted]. Thank you for your patience and understanding while we are performing a more in depth search regarding this request. Sincerely,[redacted]E-Commerce Customer Service Manager Boot Barn15776 Laguna Canyon RoadIrvine CA 92618(949)453-4400

Thank you for contacting Boot Barn in regard to a defect inspection. 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 back. This will allow clear communication on the options available and the...

process and policy required by Boot Barn. I 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 review. General Return:
Product must not show any
evidence of wear and must be returned with all its original tags. To
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 properly. Avoid any
kind of hard flooring as it may scuff the soles of the boots.Items must be returned within 60 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-refundable. The shipping carrier you choose to return
your package is your choice. Yet, 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.g. boot box),
and place it in its original shipping box or original bootbarn.com
shipping bag. Boot 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 3 business days for your return
to be processed. As 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
inconvenience. Returns 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]

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.Boot Barn has never asked me to submit to them any proof that I made the purchase or I was in receipt of the boots in question. They have sided with the seller, which I presume as a business they have to. If the seller has committed a fraud my proof of purchase & receipt of the merchandise would bolster & prove that he resold them to defraud me out of my money that I paid to him. Had I never returned the boots I would be in possession of the boots  & Boot Barn would have to take that fraud issue up with him, the buyer. Boot Barn has proof that the purchaser or his accomplice received the boots so how could he ever returned them if I had them !!! I am enclosing all proof by me & you could forward them to Boot Barn & maybe they will look at the documents & believe my side of the story !!!! I will not be satisfied until they return the original boots to me or in size 9 1/2 as requested for exchange. The boots were legally purchased by me (thru [redacted]) and the return paperwork included with the boots says they will exchange if not satisfied. I had no idea when I recieved the boots that he could have been a reseller of [redacted] goods & was surprised when I saw the Boot Barn paperwork in the box. The item didn't fit & I returned for exchange & fell into this act of fraud. The return paperwork does not specify exchanges to THE ORIGIONAL SELLER; the item was new, in the box & had not been worn! Had I not returned this item I would not even be in the picture, they would be chasing 2 criminals for fraud with no boots to return back to them. Show me proof who they were delivered to & see if the buyer & seller were not one in the same. I feel I have submitted enough proof for my claim & if Boot Barn will not honor the exchange I will seek counsel & sue for the return of my rightful property.Thank you for your effort in trying to resolve this matter. I have contacted [redacted] & reported the seller for fraud but they have yet to respond.
Regards,
[redacted]

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.

Dear Mr. [redacted],Boot Barn Store Management and Corp. Management has received your request to be contacted and have provided you with recommendations regarding your product. We have also addressed your concern via Social Media platforms. You 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