The cowboy — Local services in Pasadena

I wish I could give 0. I am very disappointed in the customer service I just experienced. I have bought boots from this place many times now and have always been satisfied! Yesterday, I bought a pair of boots after trying them on in store and they felt comfortable. Once I got home I walked around for a bit to wear them in (like I always do) and they started to rub my heel very bad. So today I decided okay I can just go exchange them because they offer 10 day exchange. I go in and hand the lady my boots and explained that I bought them yesterday, tried them on in store, went home and walked in them to wear them in then noticed it was rubbing the back of my heel very badly. Then she looks at the boots and inspects the bottom of the boots saying that there is dirt (which it was the tiniest bit, not like I went outside and jumped in muddy puddles). I said okay, I can clean it, it’s no big deal. Then, she says that there are creases in the boot (of course there are creases, I walked in them). She did not give me any help at all. They claim that they do 10 day exchanges, but how do you have a pair of boots for 10 days and not walk in them at all? Don’t get me wrong, if they were covered in dirt and looked like I walked around for hours outside and worked in them, I would totally understand. But these boots...

Don’t recommend. Poor customer service. Better off ordering online directly from the brand. They state one return/exchange policy in person that conflicts with what they have signs for, claim it’s because of the holidays and then proceed to not honor what they stated.

Went into the store to pick a hat as a gift, had some concerns about which one to buy and the owner stated that I could either exchange for a different hat within two weeks or come back in and order from the catalog within two weeks to get something that we like. Returned within 10 days to exchange, they have nothing we like so we ask to see the catalog THEY mentioned that I wouldn’t have known was an option unless they mentioned it. Was given the catalog to view by one worker and another one came up to us a few minutes later who told us two different things in the same breathe. (1) that it would take 6-9 months to order anything so they don’t recommend it no matter the brand (2) that we couldn’t order anything anyway to exchange.

Well practiced in telling the customer lies to get a sale. Very rude on the phone when I called back to get clarification on why I was told conflicting policies by the owner and the staff.

Charge 3% card fee...

I had such a great experience here today getting my very first pair of cowboy boots! It was a big decision for me, and the woman who helped me (I’m so sorry I forgot your name!) was absolutely awesome. She was so patient, kind, and helpful throughout the whole process. She gave great recommendations, even when I was a little adamant at times, and never rushed me.

In the end, I couldn’t be happier with my purchase—the boots look amazing, and I left feeling confident in my choice. Thank you again for making this such an enjoyable experience. Five stars...