Jack's Boot Shop

Review: I purchased a pair of Boots at Jacks boot shop. After 3 days of wearing them the heel started to separate. I drove back to Jacks to get them replaced or refunded and the manager stated the defect was caused by my error. I told him I had not caught the boot on anything, but he would not listen. I was told my only option was for him to send them back to the manufacturer for determination of the boots. I told him that would not work due to needing a pair of boots. I left the store and called the manufacturer. They told me I had to use the dealer, or get a letter from the dealer allowing the manufacturer to deal directly with me. I called Jacks boot shop and asked about the letter. The manager was very rude on the phone and said things I will not repeat. He also stated he will not give me a letter or help with boot replacement. He also stated to never come back to his store and I was not allowed back in his store again. I am now stuck with a defective pair of boots, and out of $126.00Desired Settlement: I paid almost $130.00 for my boots. I would like a full refund of the money I spent.

Review: I took a pair of boot to be repaired at Jack's boot shop the boots are less than a year old and the eye came out of where the shoe lace goes I ask the clerk if they can fix this since the boots are under warranty she said they will send them away and call me when they are finished I waited a month, when I receive a phone call saying that they have a 60.oo credit at the store for me, I ask what she was talking about and where are my boots she replied we don't fix boots, we give your a credit on what we fill they are worth, I ask her why was I not told this when I brought my boots to her, I would had never left my boots if I was informed, she had no answer and said that I can come in the store for my credit, I ask her for the company's customer service phone number, she became upset and refused to give me the number, I had to find the number on the internet, in which they said I need to handle the problem with the store, that they don't fix boots and the store should of explained this to me, so I called the own and he was irate and would not let me talk he was telling me about the store policy I told him that he needs to talk to his employees because if they don't repair boot I should of been told this when I ask. He continued to go on and on yelling at me, he said that he will mail me a check for 60.00 and do not return to his store, I explained to him I was upset with the way I was being treated, he then told me I got one chance to tell him my address or I will not get anything I gave him my address and explained to him that I am not happy with the way I am being treated he hung up on meDesired Settlement: I would like him to replace my boots or a full refund of 140.00

Business

Response:

15 November 2014

Jack’s Boot Shop has been servicing the community since 1963 and has come to be known for the quality footwear and apparel we stock and sell at a fair price, along with the excellent and personal service we extend to our customer base. With that in mind there will always be someone which we cannot please and [redacted] is one such person.

Allow me to take her complaint one step at a time. [redacted] has stated she brought her boots into our store to be repaired and we do not do shoe repair nor have we ever done shoe repair at this Brookville location. We have been at this location (which is our third) since 2009 and at our prior location since 2003 which also never had a shoe repair facility. With this in mind I do not know where the confusion about a boot being repaired comes into play but I can assure you it is not on our part.

Upon receiving the defective boot from [redacted] the sales person asked her when the boots were purchased which is the standard here as they are only fully covered for six months and partially covered for the next six months ending in no coverage after one year; she stated that she did not know the date of purchase. The sales person also ask her for the person’s name the boot was purchased under so we could possible look up the date of purchase that way and no such name was found in our records. [redacted] stated the boots were purchased at our store and demanded we warranty them. It was at that time the sales person said we would have to send them back to the manufacture for inspection and they would apply any warranty which remained.

Upon receiving credit from the manufacture it was determined that the boots had sustained better than half of their wearable life so a fifty percent credit was issued. The boots were $119.95 when we received the credit and still are sold at this price today. After contacting [redacted] with her open store credit of $60 (fifty percent) she became irate and starting making demands and accusations towards my store manager which ultimately resulted in me having to personally get involved.

The conversation I personally had with [redacted] yielded some enlightening results which ended in my asking for her address and sending her a refund check instead of a store credit. It turns out that the boots were a present for her son in which she had no receipt for. [redacted] also did not know the date they were purchased, nor could she present any sort of proof that the boots were even purchased here. Basically her son wore a pair of boots paid for by someone other than him or [redacted] over an unknown period of time and [redacted] got a $60 check from me. I think everyone should be happy as [redacted] now has $60 she never spent and her son wore a pair of boots over fifty percent past their wearable life with nothing invested.

I trust this will satisfy your inquiry into this complaint as I have contributed all of my free time I intend to on this matter.