ComplaintsforW.C. Russell Moccasin Co.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered a pair of standard size boots that do not fit. They have never been worn outside the house. I was told I could not return after multiple emails because they were "made-to-order." Recently, I received an email from Russell advertising these boots for sale as in-stock. Absolutely outrageous to spend $875 on something that does not fit and unable to return. This is horrible policy and unfair to the consumer.Business response
05/01/2024
In ********************** complaint, he said that he ordered a pair of "standard" boots that do not fit. That is incorrect. As you can see by my first attachment, ****************** ordered a "Made to order" boot which was specifically made for him and as you can see in the attachment, it says "As these boots are Made-To-Order, they are not returnable or exchangeable". The reference to the "seconds" regarding the boots, we did not advertise them as "seconds", but we had a few pair left that we made as samples and that is what we sold.
On the second attachment, you will see the e-mail that ****************** sent and also, the response from *********************, our owner. We did accept the boots back that he ordered and sent him a pair from in stock. The first pair that he ordered were clearly marked "not returnable or exchangeable" on the website.
Thank you.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.