Eastman Footwear Group Inc.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I do not shop at [redacted], I do not want an [redacted] Gift Card.I want a pair of boots that actually are waterproof or I want my money back.  Period.If they need the boots back they can send me a mailing label and I will happy to return but onlyif I get new boots or my money back
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I purchased a pair of what I thought to be totes brand Paulette boots. Wore 4 times! And not in the snow! And they completely deflated and cracked at the heel. I called totes, they were quick in response in that Eastman boots had used there name on this particular pair, and gladly gave me their contact info. I have been calling since October. No one will return my call. All I want is a refund at this point! The store policy is only 30 days, which passed. Sad that this company wants to take your money, and not stand behind their product. By other reviews, looks as if several others have had issues too! Buyer beware!

Review: On December **, 2014, I returned a pair of boots to EF after talking with them on the telephone telling me their procedure. By January **, I finally heard from [redacted] at Eastman Footwear saying "the boots was deemed defective by our quality control team."

I continued to do status checks on the situation once a week, with them saying they were looking for a replacement pair, which was my preference at first. By February *, I emailed them again requesting a refund since a replacement pair had not been mailed to me. By February * EF told me that a check for $25 would be processed, to allow 1-2 weeks. We sent them another e-mail Feb. *, stating their choices: refund of shoe price and my shipping charges or return my boots to me to pursue the matter in another forum. After other e-mails, I received on Feb. ** an email from EF stating they had put in request to process check that it takes 1-3 weeks to process. On March *, another response to me stated to allow 3-4 days to receive the refund. By March ** I still had not received the check and sent another e-mail to EF, to which they responded on March **, " we're sending another check since this check has not been cleared. It may have been lost in the mail." So on this date, March **, nothing has been resolved with EF.Desired Settlement: I would like re-imbursement for my boots and my shipping (I sent her receipts for both) in the amount of $ 25.00.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I not to long ago bought a pair of Steele toe boots from big five in tacoma wa. I bought the boots for a warehouse job. I put so much wear n tear on them, I the side were coming up. The boots are not steal toe but something else. I called the company and they assured me that the boots were Steele toe.The company asked me to send the boot, I sent one boot and kept one. I feel like it's a safety issue. I since then bought real Steele toe boots.Desired Settlement: I would like compensation

Business

Response:

We have the unit here. It is undoubtedly steel toe. There is nothing we can do. I do not even understand what the ambiguity is. We apologize that you feel this way, however cannot do anything for a claim that is patently false.

Review: I bought a pair of boots from [redacted] . The insoles of the boots wore out in less than a month of wear. I notified [redacted] and was told that warranty issues are handled by Eastman Footwear Group and given their contact info. On February **, 2014, I contacted Eastman Footwear Group by email to let them know of the problem. I sent them my receipt, as well as pictures of the boots. I was contacted by Eastman on February **and told that they woud start a file on my complaint. There were several more emails exchanged between me & Eastman (I have the emails if you want them). I was told that my boots were deemed to be defective on March **, 2014 and to allow 2-4 weeks for processing. It has now been over 4 weeks since March [redacted] and I still have not received a refund.Desired Settlement: I would like them to improve their refund policy. When a product is deemed to be defective, you should not need 4 weeks to process a refund. I feel that 2 weeks is long enough if you intend to retain an unsatisfied customer.

Business

Response:

check #[redacted] has been issued and mailed on 4/**,

This case is closed.

Review: I purchased a pair of Totes waterproof boots, they were not waterproof at all. I contacted Totes and they said [redacted] has the licenses for this product. Unfortunately I had the same problem last year and after some work they refunded my money to me. Now they want me to send them back the boots, at my own expense and claim they will either give me a new pair of boots,(which they won't, the same thing happened last year) or give me a $40.00 [redacted] gift card. Now, I paid over $60.00 for the boots so I either want a pair of waterproof boots that actually are waterproof or I want my money back. Easy, right.

After several emails today I received an email tell me "[redacted]". I bought a product in good faith, it did not live up to what it was supposed to do and now they will not give me back my moneyDesired Settlement: I want my $67.97 refunded to me, in a check, made out to me

Business

Response:

In order for any reimbursement to even be considered we would need the unit back, and only then can we process a c laim. Additionally, if you claim you paid $60 and you can provide a receipt as such, then we will be agreeable to giving an [redacted] credit for $60. This is more than fair.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I do not shop at [redacted], I do not want an [redacted] Gift Card.I want a pair of boots that actually are waterproof or I want my money back. Period.If they need the boots back they can send me a mailing label and I will happy to return but onlyif I get new boots or my money back

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

If we receive a receipt showing the price and item we will issue a refund. Please coordinate with our customer service team and they will issue call tag, if receipt is not received there is nothing we can do, so I suggest you make a copy for yourself, or scan one in to our customer service department as well.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I will return the item along with the sale slip today, 1/**/2016Please do not close this until you hear from me that I have indeed received the refund.One more time, these people change their minds every other day and I still do not trust them

Review: On October [redacted] 2013, I purchased a pair of Eddie Bauer blizzard boots that retailed for $119.99. After wearing them twice I noticed they had failed at the seam. Thankfully, Eddie Bauer offers a 'lifetime guarantee'. I called Eddie Bauer and they referred me to the manufacturer, Eastman Footwear. I called Eastman footwear for return authorization and they were received at Eastman Footwear on December [redacted] 2013 (per USPS tracking number [redacted]). I was told by [redacted] with Eastman Footwear group, that I would be receiving replacement boots on January [redacted], 2014.

On January [redacted] 2014 [redacted] contacted me via e-mail and stated that she was unable to locate a replacement boot and I would be receiving a refund check. On February [redacted], 2014 I received a refund check of $25.00.

It took almost two months to receive a check, that does not even cover the cost I incurred returning the boots, to eastman footwear corp.Desired Settlement: I would like to receive replacement boots. If replacement boots cannot be obtained, a reasonable refund that actually covers the replacement cost of the boot should be issued.

Business

Response:

customer will be refunded the balance of money as mentioned in his email. We apologize for any inconvenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The business does not specify when I will receive the refund or the amount of the refund.

Sincerely,

Business

Response:

checks get processed every week and a half, and always get sent regular mail. You should have the check within 7-10 days

Review: I contacted this company with regards to a pair of defective footwear I had purchased worn less than 3 months. The company instructed me to return the defective product for a replacement. I did. After a month of waiting, I contacted the company on the sate of the replacement. The company informed me that they are unable to replace the product and has issued me a refund check sent on 1/**/2014. To date, 2/*/2014), I have not yet received my refund for the defective product. Please note that this issue/correspondence with this company has been going on since December **, 2013. Why is this taking so long? The product was a pair of defective snow boots. I have since had to purchase another pair while having to wait for this company to act.Desired Settlement: I would like the company to refund the cost of the product, plus postage, plus be compensated for the inconvenience, and delay in handling this situation. Throughout the entire process I have been civil, patient, prompt and courteous in my correspondence and dealings with this company.

Business

Response:

Customer was issued a full refund plus a $10 additional freight fee, for a total refund of $50. This falls within our standard turnaround time as each customer is told that it may take 4-6 weeks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[There was no mention in the email about having to wait 4 - 6 weeks.

Besides, the item was returned December [redacted] 2013. Today is February **, 2014.

It's now been over 8 weeks and yet no refund! See copy of last email from company below.

Review: On **Dec13, I purchased a pair of boots from [redacted] - my little Christmas treat to myself. I admit I did wear the them and found my gait was odd; because of that, I was suffering back issues so I contacted [redacted] who advised me that the Khombu line was from the Eastman Group and I should contact them.

I contacted them **Feb14 to which they replied and instructed me to send the item back with my address and the receipt of purchase for inspection, along with a promise of a replacement pair.

There was no acknowledgement of the receipt of the item sent **Mar14 so, I emailed them again asking for an update.

They contacted me on **Mar14 advising the boots were deemed defective **Mar14 and a credit would be issued to me in 2 - 3 weeks either by cheque or Zappos GC...since I didn't purchase from Zappos, therefore, I forwarded the receipt which contained my contact information.

On **May14, there was still no contact so, I emailed the customer service department once again and on or around **May14, I received a cheque in the amount of 25.00 from them with a letter indicating how sorry they are for my inconvenience, the cheque was enclosed and they couldn't get a replacement. They also proceeded to advise how stock is scarce etc.

I don't know what they are thinking as I paid over 112.00 for those boots, not including shipping and duty as well as another 22.00 to ship the boots back for inspection - and this is in Canadian funds! All together, I'm out over 160.00 and I have no shoes either.

I emailed them back to advise that I did comply with all their requests and 25.00 would only cover the cost to ship the boots back to them and I am expecting at least what I paid for the boots or another pair. They replied to advise that the manufacturer has gone out of business and there is nothing more they can do for me. This seems to be a standard line for them along with an apology.

This organization doesn't seem to want to stand by their word and I can't even really expect [redacted] to do anything for me as they have a 60 day return policy so, by sending the boots back to Eastman and dealing with them, it's now at the 3-4 month mark.Desired Settlement: There needs to be better customer service. I have never been treated so poorly and I am a person that deals with US stores all the time. A company needs to stand by their word. One CSR tells me on more than one occasion and another tells me that 25.00 is all that I'm going to get? They need to take into consideration the amount paid for their items and adjust their refunds accordingly even if they are not going to reimburse the full amount.

Business

Response:

Our policy has always been that if we cannot replace the unit in question, we offer a flat rate fee of $25. We are not a retailer and do not refund the price paid at the retail level for shoes. It is unfortunate we cannot replace the style, as that seems to be the preferable choice here.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[If the policy was a flat rate of $25, then that expectation should have been set when I first made contact. I was told that I would receive a replacement pair - they didn't say that it would be the exact style, just a replacement or, I would get reimbursed; not that I would only get $25 to compensate.

Receiving that cheque in the mail, is the first time I'm hearing of this so-called policy. They don't seem to be the slightest bothered that I have no shoes and no money back to buy a new pair. That is an appalling policy. If they couldn't replace the shoes, that should have been up to me as to what steps to take next. Even if the company isn't a retailer, there are policies in place for them to deal with the retailer who would have reimbursed me do they not - isn't that what RMA's are for? If you wish, I can send the email conversations that I was having with customer service. Please note, the cheque has not been cashed because I know that cashing it would be an acceptance of that policy.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We apologize you find this unacceptable, but this is our policy. We have a firm policy in place.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[This is not proper customer service. Understand that policies are in place but, there are also exceptions to those policies. If they are not prepared to reimburse me as mentioned in their communication to me. They can replace the item with something else in my size. I have to replace the item. That is going to cost me again.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On January **, 2015 I sent an email to this company that, 2 years ago, because I live in the Chicagoland area where winter can be rough, I purchased a pair of their Khombu boots that claimed to withstand temperatures up to 20 degrees below zero. One year the winter was pretty mild, and the other there was a lot of snow, and I rarely wore them in the snow. This year, is the first year the temps were really low AND there was little snow. So, I wore them to work regularly, and after walking for about 30 minutes in them when the temperature was in the single digits (with wind chills below zero), my feet froze! I received a response from [redacted], apologizing for the inconvenience and asking me what month and year did I purchase them. When I responded, she sent another email saying that "Unfortunately, this product is not within our warranty period..." My original email stated, clearly, that I purchased them 2 years ago.

I responded that it is, indeed, unfortunate that Khombu/Eastman Footwear will not stand behind their product, and while I understand not covering things like wear and tear, these boots do not live up to the claim the company makes about withstanding temperatures to 20 below zero. I believe that if the company values the business they would want to address, and rectify, issues pertaining to their advertising claims, but that's not the case with this company. I've since done a bit more research on the company and found that others have made similar claims, both through the Revdex.com and various reviews (like [redacted]) about the construction of these boots and have had the same response from the company - "Sorry, out of warranty." As a consumer, this is very disappointing. I expect that products I purchase will live up to the claims they make, and this product did not.Desired Settlement: I think this business should either send a replacement pair of boots with boots that do live up to the claims made, or provide a refund of the current market price for these boots where I could purchase a comparable pair.

Business

Response:

We apologize for the trouble you are experiencing with our product. We have a 1 year warranty in place which covers all types of defects. After one year, we cannot honor any warranties as in the very vast majority of instances, the only issues that come up in the product are due to general wear and tear. The 1 year warranty is in line with many winter footwear brands. We do apologize for the inconvenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I understand that the vast majority of issues you receive relate to wear and tear, however, the main complaint with this boot is not wear and tear but, rather, the claim you make that it withstands temperatures to below 20 degrees, which it did not. If this business, indeed, valued and appreciated the business of their customers, they would make more of an effort to rectify matters rather than brush them off.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We apologize for the inconvenience. Our policy includes all merchandise. Normal wear and tear is always expected, and most likely contributes to any problems you would be experiencing. We can not do anything further for you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

If you make a claim that your product withstands temperatures up to 20 degrees below zero, and it does not live up to that claim, no matter how long you had the product, is NOT considered "wear and tear." And, considering the "customer is wrong" attitude you have displayed from the first time I contacted you about this issue, I will definitely not purchase a product of yours again, and would not recommend your products to anyone, either. I cannot imagine your company [redacted] being aware that company representatives are willing to lose customers rather than attempt to right a wrong. This is definitely a bad business practice.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I had a gorgeous paid of KAMIK winter boots worn for less than a month, and one of the zippers broke. I called the company and inquired about repair. They advised me to mail the boots to their NY address for REPAIR. Over a month went by, and I received a letter in the mail and a $25 zappos gift card. I called the company NUMEROUS times and finally spoke with "[redacted]" [redacted] who told me she was the [redacted]. She told me that my boots has been sent to quality control and that since I did not have a receipt, that $25 was the most I would receive in compensation. None of this was explained to me nor was it put in writing. I would have had them repaired locally if I knew there was any chance I would not receive my boots back. They told me there is no way to get my boots back. I left numerous messages for the president [redacted] and he has not made any attempt to return my calls. I also requested to see a copy of this policy in writing, which was never sent to me. This company essentially STOLE my over $200 pair of boots and sent me a $25 gift card. No one I have left messages for has returned my calls.Desired Settlement: I would either like a $200 CHECK OR my unrepaired boots returned to me. I am happy to return their $25 gift card back to them, I do not need nor did I ask for it as compensation.

Business

Response:

Firstly, we do not have any pairs of boots that sell for even remotely close to $200.

In this event, the customer did not provide us with a receipt, our policy dictates that we can only issue a credit in the amount of $25, which is more than f air compensation in this case.

When units are returned to us as defective, there is no option to send them back to the customer- they are destroyed by the QC department who inspects the unit and looks for quality issues.

If customer is not satisfied wit hthe credit, we can issue the $25 in cash refund instead.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

What I asked for, and will ask again, is for you to SHOW me written proof that you provided me with your policy that my boots would be destroyed and not returned to me FOR A BROKEN ZIPPER PULL when I mailed them to you for REPAIR.

here are Kamik boots that cost $199!

mine were much nicer except they zipped

I would like $200 check mailed to me immediately to resolve this matter so I can replace my boots. The fact of the matter is, I sent them in for repair and you then took them, did not repair them and sent me a useless $25 gift card. Had you returned my boots to me unrepaired, this matter would have been settled.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This is additional information regarding the previous respond.

Im sorry

I do not have the email records of that discussion. it was likely carried out on phone, and if that’s the case, our reps are trained to tell everyone we do not do repairs on premises and qc will replace the unit or issue a credit depending on if customer has receipt or not.

all I have is attached email stating she had a “khombu” unit.

khombu is a brand we make.

if customer contacts khombu saying she has a khombu unit, that would not be our fault

below is a sample script we send to customers who email us:

Dear

We apologize for any inconvenience you’ve experienced with our product. Our goal is to ensure all footwear meets customer satisfaction and we regret those instances when a particular product fails to meet that standard.

Please send the defective pair, along with your Itemized receipt for a proof of purchase to:

Please include your full name, shipping address (not a PO boxes),your email address, and a brief decription of the problem.

Once we receive the defective pair, our quality control department will inspect them, and we will do our best to provide you with a replacement pair or Reimbursement in the event a Replacement can not be offered. Also please be advised that we do not perform repairs on defective footwear.

Thank you and once again our sincere apologies for your inconvenience.

Regards,

Thanks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I spoke with [redacted] again today. She stated the company does not ever do repairs. I let her know that I felt I have been misinformed from the start. I let her know that I am going to contact another Revdex.com and request to speak with [redacted] directly.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,