Billy's Western Wear — Local services in Kerrville

3rd UPDATE a year later & the store is honestly trying to respond again to this complaint. NO, I didn't email or call because I was there at the store live and in person when this event happened. I talked to an associate and asked for a manager that day, so they were well aware of my issue and this complaint. Of course a year later, I do not remember the names of all the parties, and it is a bit too late for the store to be responding to my complaint yet again. AGAIN, I will never be back to this store and will never give them my business. I will be sure to shop in Bandera at the Cowboy Store or at Boot Barn down the road from their store.

2nd UPDATE Store Owner responds 10 months later. Of course I substantiated this claim by talking to both the store associate the date of this google review and a manager who confirmed their denial by walking over to me at the checkout area and agreeing with the associate. To come back and send a response 10 months later is plain ridiculous. So happy to have Boot Barn come to town and Cowboy Store in Bandera. Poor customer service.

UPDATE!!! Their response below is stating I had a more expensive item to exchange and that is COMPLETELY false, the price was exactly 38.99 i.e. same as the other one I bought...why would your associate and manager lie. Your response shows even more why I will never go back there...horrible service.

I have spent 1000s at this store. I purchased boys Cinch jeans in 14 slim that were too small for my son and went in for an exchange, and unfortunately believe the receipt fell out of my bag. They said i could exchange, fair enough and i never asked for a refund. The jeans were never worn, tags and stickers still on and still in store bag. I found same brand jeans (Cinch) in a 16R and at the same exact price and they refused to let me exchange. They said it needed to be the same exact brand and look. I was even buying another 40 dollar shirt. They lost my business forever and that is just plain poor customer service...never once attempted to help me find the right size in the item of same type or asked a manager to approve the even exchange. I will never be back! Very...

I hit the jackpot when Melanie answered my call to the Kerrville store! I had been all over the internet in search of an American West Annie's Secret wallet. Every purchase I made was followed days later, by an email from the vendor informing me that they were "out of stock". Now that I had become "trigger shy" about clicking the mouse on an ADD TO CART or BUY NOW button, I decided to call and check on inventory. Store after store, no luck until I called Billy's. I listened as I heard Melanie head to the purse department, ask another associate for a ladder, and search through inventory. She said she was going to keep searching and call me back soon. I am in Washington State. I truly wondered if I would get a call back, but after getting bucked-off so many times while trying to buy this wallet, it was worth staying on the horse a little longer. I got a call back! Melanie had located the exact wallet that I had been attempting to purchase for the last two weeks! While giving her my address and payment info, she mentioned that she is walking around in one cowboy boot due to a broken ankle. My heart sank. That young lady had walked through the store, and climbed a ladder with a broken ankle! She also called other Billy's Western Wear stores to find this wallet for me. Bless her heart...BEST CUSTOMER SERVICE EVER!!!! Thank you Billy's Western Wear, and very greatful thank you to Melanie. Next time, I am CALLING YOU FIRST! SueZee...

Billy's Western Wear?? More like a trip back to the wild wild west with Billy as your tour guide!! HAHA

All jokes aside this store has anything you need from socks to Texas bowties. I went in for my very first cowboy hat and left with a brush, a feather, a Bowtie and my hat for exactly 190.48 thats that I got a cheaper hat and only the 10$ feather! I will definitely be back next year for the top shelf hat and custom fitting for sure. The experience of this store its self is an event! As soon as we walked in I was greeted by 3 people in the front and Justin walked up to me and asked if I needed any help. I told him the special occasion and he walked me over to the hats and gave me some information about each one as well as helped me pick one that looked just right, he was very patient and took the time to try out several hats with me. He even went as far as to say the black is for the bad guys! I went with the black of course ;) . James was also very helpful with checkout and made it painless when my card wasnt working. I would definitely recommend this place for anything...