Clothing
BoathouseThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Clothing.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
20/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Complaint is regarding order number ******* placed on Nov 18th, online. order was confirmed shipped and posted on Nov 22nd and billed to my credit card for the amount of $110.46. I waited over a week for my shipment and after then, I called on Dec 2, 5, 9, 16 and Dec 19th. I also sent emails on Nov 26th and 29th for a status of my order. Each time I’ve called I was told my order is waiting to be picked up by *** and allow 48 hrs for delivery. To date the order has not been shipped or delivered. I’ve asked for a refund as my card was invoiced and the goods have not been delivered. They refused to refund my card nor have the done anything to resolve the issue or investigate the delay. Their CSR’s show absolutely no empathy, remorse or care. I’ve asked to have my case escalated to a manager and still waiting to hear back. This is by far the worst customer service I’ve ever experienced. I have lost all confidence with this company and I’m asking that they will do the right thing by refunding me for a product I have not received.Customer response
15/01/2025
I am sending this email to let you know that the complaint I filed for Boathouse has been resolved. They reached out to me last week and we came to an agreement. Thanks for your help.
Best,
****Initial Complaint
11/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On November 19, 2024. I placed an online order with Boathouse, that same day I received an email indicating that *** label was created and was waiting for pick up . Since that day, my order status has never changed. It still says waiting for pick up. Customer service claims that *** has my package and I just need to wait longer for it to be delivered however, it's been three weeks and *** claims they do not have my package. Boathouse claims the *** picked up my package and I just need to wait longer/ it's been three weeks already. I called/emailed at least seven times trying to speak with a manager, no manager is ever available and the staff say that she will email me back however that has never once occurred all I'm looking for is a refund for an order that I am not receiving, which is either lost because of them or *** and nobody is willing to help. summary Original price $241.37 Sale price $229.37 Thank you for your purchase! Order #******* Thank you, Jolene! Your order is confirmed We’ve accepted your order, and we’re getting it ready. Come back to this page for updates on your shipment status. Track order with Shop NEW *** tracking number: ****************** Order details Contact information jdipadova@hotmail.com Shipping address ****** ** ****** **** ********* **** *** ********* ** *** *** ****** ************* Shipping method FREE - *** Standard (2-5 Business Days) Canada ?+*********** Continue shopping Need help? Contact us SAFE SECURE SHOPPING Refund policy Privacy policy Terms of service Order summary Shopping cart Product image Description Quantity Price ***** ****** ***** ****** ********* *** **** PULLOVER HOODIE - Boathouse 1 ***** ****** ********* *** **** ******** ****** Grey / XL ********* (-$12.00) 1 $60.00 $48.00 ******** ******** SLEEVE PULL OVER HOODIE - Boathouse 1 ******** SLEEVE PULL OVER HOODIE Green / L 1 $84.99 ******** ******** SLEEVE PULL OVER HOODIE - Boathouse 1 ******** SLEEVE PULL OVER HOODIE Yellow / MInitial Complaint
02/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered two pairs of shoes from Boathouse and the order shows as delivered however it was not here when I got home. I have reached out to Boathouse multiple times without a resolution in regards to this issue. They refuse to help or refund me. I am out money and no product to show for it. Order *******Initial Complaint
14/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought a pair of boots from Boathouse on 2/5/2024 (Order# *******). By 3/5/2024, they had huge cracks in the sole, and were no longer wearable or waterproof. I contacted Boathouse, who refused to refund me the $77.95 I paid for them. They acknowledged via email that this was a known defect. When I questioned why they would not refund me when it was a known defect, they turned around and said that it wasn't. They told me to talk to the manufacturer (*********, who also denied a refund). I believe they should refund me, as they have acknowledged the defect, and they can claim against *********.Initial Complaint
22/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
ORDER #******* I purchased two pairs of shoes from this retailer on October 21st 2023. I asked for an exchange for these items and it was approved on October 30th. Shortly after I sent the shoes back with the provided shipping label attached. Since then it has been radio silence. I have not received any new items for the exchange and no refund has been given to me. I have sent multiple emails to this company to try and figure out what is going on but I have heard nothing back.Initial Complaint
16/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a pair of ********** boots via Boathouse Footwear and did payment plan via ********* I ordered size 13 on January 13, 2024. I screenshotted by purchase, but they never sent me an invoice for purchase to my email. I tried reaching out via email and kept getting responses they were “experiencing high volumes of email” because I wanted to know when I’d receive my order. No response. The order arrive today. I was excited to try them on until I saw how sneaky they were and gave me a size 12 ********** in a Size 13 box. I am beyond mad at the fact as I have always trusted Boathouse, but not now. I then emailed and kept receiving the same message, then a response with no apology that told me I could return them to my local store. How can I do so when I keep asking for an invoice as they’ll need it for a return and you won’t provide it? I will never deal with Boathouse again and I am sharing my experience with the news as I am totally shocked this company would do such a thing. This was not a mistake, but more so a way to save themselves from saying the item wasn’t actually in stock. I have never had this issue with any company I have ordered from before. I am not happy and am requesting a full refund and exchange of boots. Disgusting service on your behalf.Customer response
18/01/2024
The issue was resolved today January 18, 2024 at 11:28AM via a phone call to Boathouse.
Thank you!
Kind regards,
***** *********Initial Complaint
02/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
November 20th I placed an order on boathouse.com ORDER #****** which consisted of 5 different items. 1 item was shipped a few days later and I recieved that 1 item from my order. Contacted Boathouse Dec. 3rd by email to get an update on the 4 remaining items and when they would be shipped and noted I would like to cancel the remaining order if an update wasn't provided by Dec. 9th or I would like a refund, I recieved no response. Put a complaint in with ******. Sent another email morning Dec.12th requesting cancellation again. Automated response recieved and couldn't reach by phone. Shipping notification for remaining 4 items came through after my email. All items notification came through as delivered Dec.18th. Recieved 2 packages and received 2 of the same items ****** sweaters and I only ordered 1. It looked like it came from two different stores but same item. I didn't receive lounge pants, pajama pants, or grey waffle top ********. Reopened claim with ******. It's now Dec.29th over a month later and I'm still waiting for a response for a refund of $66.70 for the items I have yet to recieve. ****** is now requesting I put a complaint in with provincial police. I just want a resolution to this extremely poor costumer service and my money back.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
10 total complaints in the last 3 years.
8 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.