Boot Barn — Local services in White Settlement

Good evening,

I’m writing regarding an issue I had with a purchase from Boot Barn. I was invited to an event at Boot Barn in White Settlement, TX. Although I live in Dallas, my sisters live in Fort Worth so I thought it would be a great outing. There was a jacket I wanted but they didn’t have the size in the store. They told me I could order it online with them so I told them I would like to do that. What I thought would be a simple, quick, efficient process has turned out to be draining and frustrating. The lady that was helping me ran into difficulties, she was not knowledgeable and had to ask several coworkers how to get the order processed. After about 25-30 mins, there was still issues. She pressed submit and my card was charged. However, the handheld device read an error. The lady asked another coworker and also showed her where the charge came out of my bank. She took my name and number and said she would call a number later to get the actually order number then call me back. Well, that was Saturday. Here we are today, I called the Galleria location to see if my jacket had arrived….nothing. In fact, they couldn’t find the order. I called White Settlement, again no one was able to assist me and also could not find the order number. This took time and effort for something that I should not have been doing. I had to call customer service in which they gave me a refund but yet, I don’t have the jacket I wanted/ordered. I consider my time as important as anybody else’s so it’s very unprofessional for me to have to call around after being told I would get a call. Seems like everyone was so busy trying to rack up sales that they forgot to take care of the one that had left the store. I’m not satisfied at all. My sister went to the location near her house to see if they had it after hearing how upset and disappointed I was. She also had to pick up an online order so it happened to work out. She explained to the cashier what happened with the jacket. She then asked if she could try ordering it again and using the $25 off $75 couple she got from ordering boots. The cashier told her the coupon was not valid for online purchases. That’s pretty ridiculous considering if you had the merchandise in store I would be able to use it. Again, who’s fault is that? She then told the cashier not to worry about it bc after Saturday’s experience and this experience, she would be contacting corporate and leaving a review. The cashier Kat then called over someone name Rhonda who was able to use a WHIP code to get the jacket ordered and the $25 taken off. My jacket should be here in a few days then my sister will get it to me in Dallas. Who would have thought we would have such an experience with Boot Barn?! No jacket. No proof of purchase. No one with any empathy. No one with any clues to help. No solution besides a refund. What ever happened to great customer service?! My sister has after this first time experience with boot barn, it will also be her last. Time, convenience, gas and patience was all wasted in an effort to buy a jacket I liked. So much for this experience. She got the jacket ordered but I’m not even sure I will enjoy having it at this point. We’ve wasted so much of our time trying to rectify this that it has just left a sour taste in my month. I’m definitely an...

Okay, so over the course of a few days I visited 2 different Boot Barns. This location in Fort Worth and a location in Round Rock. The experience was the same. Describe it as just lacking. This place is like a Walmart. All it needs is self checkout. Employees, but no real help.

Round Rock: shopped for boots for 45 minutes and nobody approached me. Start to walk to the cashier and someone runs up to me and says to make sure to tell the cashier they helped me. Nah, I didn’t fall for it. You aren’t getting the credit for my sales. Looked at hats, again no help. Cashier asked me who helped me today. Nobody. Explained the situation and told her to do what was right for who got the commission. So she put her name as the salesperson. Smh. $300 spent here.

Fort Worth- Spent almost 2 hours in here. I had to approach someone for assistance though there were only 2 people shopping in the store. Lady was nice but was really only good for opening the changing room door as the other person shopping was asking about boots and the lady had no idea and didn’t know where the “boot guy” was to help the man. Again I tried to look at hats to purchase and after 20 minutes of waiting and nobody acknowledging me I got the ladder myself and started to get hats down for me myself. I ALMOST bought a hat despite feeling cheated out of my shopping experience but I didn’t after all. Got home and looked at my receipt. Something was wrong. Price didn’t look right and it also stated a brand I didn’t buy. Jeans I bought were tagged wrong. I had to make the 40 minute drive back to correct the issue. So 80 minutes of time and gas money. $200 spent here.

Let’s not get started about their APP and loyalty program they signed me up for. It showed my points then zeroed the points out. I deleted the app and didn’t bother asking about my points.

I don’t hate the store and concept but geeze it sucks. I found a local family owned western store that was cheaper and better customer service. I ended up buying a hat with the small store and spent another $1000 there. Money that would have been Boot Barn’s but they didn’t want the business I guess.

Oh, why don’t you give boot boxes when you buy...

We came in to tonight to exchange 2 pair of work boots. The same style my hushand has always wore. Both pairs of boots rub my husband ankles and he was barely able to walk in either pair. We came in the young lady who greeted asked what kind of socks he had been wearing, she asked short or long. He said long one like I always wear. She looked over the boots, then total us to go pick out boots. We went over to the boots and made a selection of 2 differnet pair of boots. Mind you these 2 pair of boot were more expenesive. We go back to the counter and the same young lady told us after speaking to the manager, they will not be able to exchange one pair of the boot, because then had been worn outside. He has only had the 2 pair of boots for 1 week and the pair she didn't want to exchange he wore for the first time today. When we purchased these 2 pair of boots we spent over $1000.00 and had planned to spend more money tonight. We have been a loyal customer to boot barn for years, but this manager cost Boot Barn a customer. If Boot Barn is so cheap they can't exchange boots for a loyal customer, the can keep all the boots. We left all the boots at the counter and my husband walked out with only his socks on. If i could rate 0 stars that is what you would get. We will take our...