Boot Barn — Local services in Orlando

While the staff at this location was very friendly and helpful, they are not well trained on boot/shoe fitment. But the big problem is that Boot Barn's return/exchange policy leaves much to be desired. After trying on 3 pairs in my size/width range I bought a pair of Thorogood 6" Moc Toe with the "Comp Toe" safety option as I work in construction (this is my 3rd pair of Thorogood boots) I paid for them and left. I should have known something was up when I asked for the box they came in and the staff member said "Oh, they don't come with them anymore". So, 1 hour on site and my feet were killing me, I adjusted the boot strings three times trying to get them feel comfortable and no luck. The "Comp Toe" dug into the sides and top of my foot/toes and rubbed them raw leaving several blisters from the sharp edges. After reading the return policy when I got home from work today, I realized I was out $292.86 and screwed. It appears that their return policy is more strict than Thorogood's for defective boots, their sales receipt states: "Refund/Exchanges on unworn/unwashed merchandise, tags attached, within 30 days of purchase with original store receipt." and Thorogood's website says to return to the "Authorized Seller" from where you bought them with a the original receipt for exchange, Guess who's an authorized dealer? Yep "boot barn" Please understand that I own a Brannock device and always double check my size/width before I even head out to buy new shoes/boots, and try on a few pairs to find the best fit. These boots felt alright at the store, but not after 1 hour of work. I've owned several pairs of steel and comp toe boots and understand the break-in process. I'll never buy from Boot Barn again. If you're in the Orlando area, do yourself a favor and go to...

Lisa and Trey were the associates who helped me during my visit. They are absolutely amazing! As I had been to two other Boot Barns in the weeks leading up to this visit, I was not impressed with the other stores and had begrudgingly forced myself to try this Orlando store as a last effort to find my work boots in the correct size, style, and color. I called ahead and Lisa helped locate the boots I was looking for and save them at the front counter until I could make the 2-hour drive to pickup the boots. Once I arrived, I found out the model number I provided her were to boots which were not safety boots. Back to the drawing board, Lisa and Trey both helped me figure out the boots I needed for work and in a fit, style, and color I wanted. Both of these associates were helpful, had pleasant attitudes, and have left a great impression on me. Although I live in Tampa, I will be shopping at this Orlando Boot Barn forever! Thanks to both Lisa and Trey (there were other very helpful and cheery store associates, but I did not catch there names...sorry!) as I am now a Boot Barn...

My shopping experience at Boot Barn was excellent. I ordered hats online that did not fit. Instead of shipping them back I went to the store to return them. I love the store and I love looking at all their new stuff. When I tried to return the merchandise their system was rejecting the return and it was not allowing me to return the hats. After calling BootBarn online and sharing my experience with them, they said they would email me shipping labels to return the merchandise. I never received them. But more importantly, La'Kresha was very helpful and she turned a negative shopping experience into a positive one. She went the extra mile and made every attempt to be sure she could help. In the end, she was able to process my return and the store would manage shipping the hats back for me. I ended up leaving with an awesome Cody Flannel shirt that I look forward to wearing when we have cool weather. Thank you La'Kresha for your help, exceptional customer service and for turning this experience into a positive one. Your cheerful spirit will make...