September 2023 by Sabrina N.
To start off with the back story, my boyfriend and I like to go to the Stockyards. I got him a pair of Pirarucu boots as a gift when he graduated. when we were there (the Stockyards) they got stepped on a bit and the skin was ripped-obviously that's no fault of BootBarn.His brother is getting married in about a week, so this week we have been getting everything together to fly out. While doing all of this, we pulled his boots out of the closet and realized we forgot about the damages. His mom and I immediately started trying to see what we could do to fix them, if that was even possible.So I called the store and spoke with an associate in hopes that they would know what to do. They are not leather so I don't think polish would do anything. He was so nice and pleasant to speak with, he said he needed to ask a manager what to do after I explained everything to him, but he wasn't sure. So Ashley, I guess a Keyholder??? Answered the phone. I know for sure she's a manager. I had been on hold for a minute or so, so I didn't know if she just picked up the phone to see if I had been helped, or if she was the manger that the associate had gotten to help me. She was very sweet sounding at first and asked me, "how can I help you" so I said, "oh I had an associate who is grabbing a manger to help me" this time with an annoyed sounding attitude she goes, "yes, how can I help you!?" So I blew it off and explained the situation to her. I made it very clear that I was not expecting an exchange or new boots. I just wanted to know if she knew of anything I could do or somewhere I could take them to get them fixed. She replied with, "you can come in and I can clean them for you" It was clear that she wasn't understanding what I was asking, so I explained to her that they were already clean, so I didn't need them cleaned, they were just damaged and I wanted to know if she knew how I can fix them, If they were even fixable. So she replied with, "like I just told you, the only thing I can do is clean them." So I expressed that I didn't like the way she was speaking to me when all I was trying to do was ask if she knew how I could fix the boots. Well she hung up on me. So I called back and asked to speak with a different manger. Lessette, I guess is how you spell her name? Answered the phone. She was very sweet and respectful, except she lied to me when I requested to speak with the store manager and told me she wasn't there. So I started telling her what happened and she said, "I can let you speak to the store manager if you want" so I said "I thought you told me she wasn't there?" And she said, "well, she's just really busy right now" when has it ever been okay to not help a customer because you're "busy?" I understand that they have more to do than just help customers, but in my previous retail experience, the customer is your main priority and if they need help, you drop what you're doing and help them. So Lissette went to go get her, but sure enough she had just left. I called this location to ask for help, because the customer service in Mansfield and Burleson aren't all that great either. The employees are always on their phones, aren't attentive to customers, and nobody seems to be around when you need them. Really starting to not be too fond of Bootbarn.
