Magnum Boots USA

I am rejecting this response because:That is false, I already included the original receipt from march 11, Here it is with one of your employee's handwriting that says "ce23125" on my receipt that was sent back to meAttached is the picture of both documents that came in the package to you and then back to me

First I would like to clarify our year warranty which seems to be misunderstood We offer a year warranty against any manufacture defect as long as there is not excessive wear on the boots If you visit our website it states under our Returns policy "any return is the customer's responsibility" I spoke to the customer service manager who handled this return She recalls the boots and looking them over The soles were completely worn smooth and the boots showed excessive wear which is why they were returned back to the customer We also show this customer returning a pair of boots of the same style in April of and now returning again the same boot this month if the customer can show us the original receipt from his purchase on March we will replace them for him thank you

Thank you for giving us the opportunity to respond and help resolve this for youwe do offer a year warranty against manufacture defects on any of our products in reviewing the picture of your boots there is excessive wear on these as the soles are worn completely through to a smooth sole This would not be covered as a manufacture defect however due to your circumstance and of the person you spoke to not going into detail with you about this earlier I will this one time replace these for youplease give me a call at [redacted] or via e-mail at [redacted] and we can through the details on returning theseyou will be responsible to return them to me here in ModestoOnce I receive them I will replace them for youI look forward to hearing from you so we can resolve this

After looking into this, It appears this has been resolvedA call tag was issued to the customer to pick up the boots and a refund will be issued once received

I am sorry you have not heard anything back regarding your return It may be due to the holiday as our office was closed during this time When you spoke to [redacted] , She should have given you a return authorization number to return the boots back to usIf I can get this number I will be happy to look into this for youI await your response [redacted] ***

I have purchased your Magnum Stealth Force 8.0 boots twice now.
They are the most comfortable work boots I own.
My first pair I purchased a few years ago for working on a loading dock, were so comfortable I would tell co workers after a 10 hour day that my feet weren't tired or aching.
The drawback to the boots was that after 3 months the material around the toe was fraying and started to peel.
When it was time to purchase another pair of work boots I was a little hesitant to buy these again, but I knew how comfortable they are so I purchased another pair on 11/5/18.
Again after a few months the material started to show signs of wear as if they were 3 year old boots. I was still ok with that until 2 weeks ago when the side would only go down about half way which makes it extremely difficult to put the boot on and remove the boot.
A week later the zipper on the other boot came completely undone.
I sent this email to the Chairman Frank Van Wezel as noted on inside of boot box.
Also sent email via contact submission form on their website.
No one responds through their Facebook Messenger.
It has been 3 weeks since I have tried those contact methods and received no reply at all.

Pictures are attached of the boots.
The 2 pictures dated 2017 and 2017_2 are from the first pair I described to you.
The other pictures are from my most recent purchase.

When it is time to purchase another pair of work boots, I think I will be purchasing another brand, which I had to do since the second boot zipper broke.

I have recently purchased a pair of Magnum boots that after a month of just normal time has ripped apart for the eyes are very concerned with that I have had a lot of experience with Magnum boots in they've been great boots comfortable reliable until this is there a way that I can get them fixed or how do I deal with this?

I am rejecting this response because: Please see the attached log, response, receipts, and pictures to further prove my issues with the boots

Thank you for forwarding this complaint and giving us the opportunity to respond. I apologize you could not get through on the line when you calledSince you are in MA you must have called during our after hours (which the message indicated) since we are in California, there is a hour
time difference. Our office hours are Monday -Friday 7:am - 5:pm Pacific time. Our office is also closed on weekends. I'm glad you finally were able to retrieve your *** ** call tag and am sorry it did not reach you right awayWe process any call tag request in the *** ** system and it then gets forwarded to you from *** **. Because of this *** had no way of knowing it did not reach you. She has been out on a medical leave this week which may be why she has not gotten back to you. Once we receive your boots a refund will be issued to you for the price you paid. Did *** give you a return number? If so I may be able to locate and track this package so I can ensure your refund will be issued to you right away. I am hopeful I have taken care of your concerns and have explained the reason for the after hours message. During our office hours you are able to reach a "Live person" throughout our business dayAgain please let me know the day the boots were returned and/if a Return number was issued. It is Friday so I will not be able to respond again until Monday pacific time

Thank you for forwarding this complaint and giving us the opportunity to respond. I apologize you could not get through on the line when you calledSince you are in MA you must have called during our after hours (which the message indicated) since we are in California, there is a hour time difference. Our office hours are Monday -Friday 7:am - 5:pm Pacific time. Our office is also closed on weekends. I'm glad you finally were able to retrieve your Fed Ex call tag and am sorry it did not reach you right awayWe process any call tag request in the Fed Ex system and it then gets forwarded to you from Fed EX. Because of this *** had no way of knowing it did not reach you. She has been out on a medical leave this week which may be why she has not gotten back to you. Once we receive your boots a refund will be issued to you for the price you paid. Did *** give you a return number? If so I may be able to locate and track this package so I can ensure your refund will be issued to you right away. I am hopeful I have taken care of your concerns and have explained the reason for the after hours message. During our office hours you are able to reach a "Live person" throughout our business dayAgain please let me know the day the boots were returned and/if a Return number was issued. It is Friday so I will not be able to respond again until Monday pacific time

Thank you for providing the receiptApparently customer service had not seen this receiptI appreciate you providing this and will be sending you out a new pair of boots that will be shipping today
my apologies for the confusion

I'm sorry to hear the customer is rejecting our offer. the receipt he provided was for the first pair he purchased which we already replaced in April under RA #CEdated April The customer stated his wife purchased him another pair in March of this year which he received for Fathers Day. If he provides us this receipt copy we will replace the bootsI feel this is a fair offer as we are not able to continue replacing boots without any proof of purchase

This is perhaps the worst customer service I have ever received from any company in my life.

Who has ever heard of a company such as Magnum boots who create a product for first responders that require these same first responders to file an email response that fails to work and has NO HELP DESK OR IMMEDIATE CONTACT which is needed in a product failure situation such as mine!

I am rejecting this response because: I have already provided my original receipt when I sent the boots in under warranty. If they would like to honor their warranty as stated in this message, they should send the replacement boots.thanks

Mr. [redacted]Thank you for your response and documents.  This is what we can do for you regarding your Altitude Boots.  You state you contacted...

[redacted] who offered to take a look at the boots for a possible replacement.  If you can go back and return your boots and speak to Doug Morgan, I will ensure he replaces your boots for you while you are there in the store and you walk out with your new pair of boots.  The other option is to return them to me here in M[redacted], I will issue you a call tag so you do not pay the shipping cost.  however, I can not send you a new pair until I get these back, meaning you will be out of boots for a while.  I am thinking the best and quickest solution for you is to go back to [redacted].  Please advise when you will go in so I can contact [redacted] and make him aware of our agreement.

I am rejecting this response because:That is false, I already included the original receipt from march 11, 2016. Here it is with one of your employee's handwriting that says "ce23125" on my receipt that was sent back to me. Attached is the picture of both documents that came in the package to you and then back to me.

I am sorry to hear the customers boots did not fit and were not comfortable.   I looked into this with the customer service rep and supervisor who were involved in the conversations with our customer.  Although it does state the customer is responsible for the freight to return the...

boots to us, at this time I would like to offer to send a call tag to the customer where we will pick up the freight.  Once we receive the boots back a full refund will be issued. There is a phone number listed where I left a message yesterday and I will try again today to give out the information regarding the call tag. I hope this will help to solve this and our customer will understand I am willing to work with her.

I do not see any reason for this customer to become rude and begin calling me names when I have been doing my best and going out of my way to resolve this for him. My last resolution was for you NOT to return the shoes I was to send you a brand new pair to be shipped out right away. This is our number 1 selling boot that we have not had any problems with  Your situation may be an isolated incident.  The transaction was at the store the shoes were not purchased through us.  I would be more than happy to offer a new pair be sent out which I'm certain would be satisfactory. if I was to offer a refund the amount refunded would be $78.99 per the receipt.  refunds are not our normal procedure since the transaction was not through us.

Thank you for giving us the opportunity to respond and help resolve this for you. we do offer a 1 year warranty against manufacture defects on any of our products.  in reviewing the picture of your boots there is excessive wear on these as the soles are worn completely through to a...

smooth sole.  This would not be covered as a manufacture defect.   however due to your circumstance and of the person you spoke to not going into detail with you about this earlier I will this one time replace these for you. please give me a call at [redacted] or via e-mail at [redacted] and we can through the details on returning these. you will be responsible to return them to me here in Modesto. Once I receive them I will replace them for you. I look forward to hearing from you so we can resolve this.

I am rejecting this response because: I'm not going to pay for shipping my boots that did not last 6 month of normal use (we are talking about $12 in shipping) I will rather save my money and take my business elsewhere, and I will make sure that I will share my experience with those boots on social media.Thanks[redacted]