Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/26/2024 I made an order from Buckle, purchase ********** which included 7 items for a total of $282.46. On 1/2/2025 I submitted a return on 5 of the items, return* *********. I sent all 5 items back in 1 bag. On 1/20/25 I seen the email where it said return confirmation, only 3 items were on the list with a total refund. of $71.29. I logged in and the return in my online account was showing all 5 items and return completed. I emailed and asked why I was not refunded for my other 2 tops that totaled $71.98 before tax as all 5 items were shipped back together. They responded saying they had reached out to the returns department and had confirmed only 3 items were in the bag therefore they could not refund me for the other 2 items. I of course emailed back and told them that was impossible as all 5 items were in the same bag and I would love to see the video when my bag was opened and only 3 were in there as I know that would be impossible for them supply. I knew at this point they did not care to steal my money and it was their word against mine. However after looking up reviews on their company I realize this same issue has happened to other people. So either the company itself seems to be scamming people or the workers are trying to get free clothing. Either way I don't care at this point but I want my money back. I know all 5 items were in that bag and I refuse to let them get away with this. There are so many complaints about this company I think something needs to be done. Its time for a full blown investigation to come about with this company as their are entirely too many complaints and customer service is lower than a 0.

  Business response

  01/24/2025

  Buckle was able to confirm that the items BKE Brushed Knit Top **** *********** and BKE Raw Edge Henley **** *********** were not physically within the return package for *** *********. Buckle’s inventory has been accounted for as well as supporting documentation. Due to the guest reporting that the items were shipped within that shipment, Buckle will be filing a claim with the carrier to verify if the items were lost during transit. As a courtesy, a full refund was processed for the reported items onto the guest’s original form of payment.

  Customer response

  01/26/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   However I still do not understand how the items would have been lost during shipping unless the package was damaged as they were all in the same bag.  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  12/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 3 pairs of jeans on 11/13/24. Jeans were delivered in 2 separate packages within a week. Two pair of the jeans I received were in packaging with tags and were shipped together. The third pair of jeans was shipped separately and were unpackaged, the wrong style, and had no tags. I was unable to wear all 3 pair of jeans. So I created a return on all 3 pairs of jeans and sent them back on 11/25/24. Today, I received an email that I was only being refunded on 2 pairs of jeans. The third pair of jeans was unable to be refunded due to being worn, without tags, and the wrong style. The CSR stated that I had another pair of jeans with the same SKU that I had previously purchased. I tried to explain that these are the jeans I had received in the packaging and the CSR states if I try to send back the jeans again that they will refuse. The CSR was not helpful and did not try to resolve the problem. I am only asking for a refund for these jeans as they are not what I ordered, they don’t fit, and they used according to the CSR.

  Business response

  12/13/2024

  RMA ********* was received with three items in the package. Two pairs of jeans were refunded as they matched the RMA for the BKE Jake Straight Stretch jeans with SKUs ********** and **********. The third pair of jeans listed on the RMA was an Outpost Makers Original Straight Stretch Jean with SKU **********. The guest noted, “These jeans are slim straights and didn’t come with any hang tags, etc.". The item that was received Outpost Makers Slim Straight Stretch Jean, SKU 1********** Buckle investigated the situation and item sent within the RMA to determine if this was the result of the incorrect item received, and it was found that the fulfillment location did not have that item physically on hand during the time of fulfillment. It was located that the guest had purchased this item on 12/12/2022 with their Buckle Card. Since the item was outside of Buckle’s return policy, it was shipped back to the guest.

  Business response

  01/02/2025

  Buckle has no new information to provide - we provided known information in our first response.  Our records show that the correct denim was shipped to the guest.  The order fulfillment process will not ship product without tags attached.    

  Customer response

  01/02/2025

   
  Complaint: ********
  
  I am rejecting this response because: I believe this is unfair judgment considering I did not receive what I ordered. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  11/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  10/19 ordered boys buckle black 109 jeans item number ************* in size 16 along with two other pairs of jeans for a total of $186.85. I went to pick them up and was told the missing jeans would be in the store in a couple days. Jeans were then canceled and money was not refunded to me. I was told they didn’t charge me the money but on their purchase history I was charged and on my credit card statement I was also charged. I want a refund for the 66.40 that they owe me.

  Business response

  11/26/2024

  Buckle charged the guest’s selected payment method $120.45 for order ********* once it was fulfilled. The original total was $186.85, but the Boys - Buckle Black 109 Boot Stretch Jean size 16 was cancelled from the order. We have confirmed with our payment processor that the amount charged was indeed $120.45, which settled on 10-18. We recommend the guest contact their financial institution (Klarna) to review their payments that they are making for that specific purchase. 

  Customer response

  11/29/2024

   
  Complaint: ********  
  I am rejecting this response because: this is my receipt showing a charge of 188.85 from the buckle and a statement from the bank showing the amount paid as well
  
  Sincerely,
  
  ******** **********

  Business response

  12/13/2024

  Buckle acknowledges that the original pending authorization was $186.85, however, Buckle collected from the bank $120.45.  We are unable to refund for the cancelled item because the bank did not pay Buckle for that item.  Due to the bank settling for the amount of $120.45, we suggest disputing the charge with your financial institution.  We’re confident that the financial institution will discover their error and correct it accordingly.

• Initial Complaint

  10/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into the buckle store located in the ********* **** to pay my bill. I asked the sales clerk to look up my account because I had no card. She looked up my account gave me my balance and I paid it off that was July 16th. Well on July 17th ********* **** decided to add an interest charge and then, 30 days later, began reporting to the credit agencies as I was in the middle of being qualified for a home loan that would not happen until the summer of 2025. I called the bank which echoed what I knew they did and on a recorded line. The bank had the nerve to offer to take 15 dollars off the balance of 125. dollars, I declined as I owed them nothing. I got off the phone immediately and called the Minnesota Attorney General's office and have initiated a lawsuit and have started disputing this on my credit bureau and with the State Department of Commerce This has caused me to be stuck in a very bad place personally and has affected me mentally and emotionally. This is not the first time this has happened they have done this to me on at least 3 different occasions with the Buckle and ********** ******* ***** as they are the bank for them as well FYI I have a zero balance on my ********** ******* card as of the end of September HUMM did they do it again with that account as well. I have all of my documents and receipts because I paid in cash and was at the store a half hour after they opened at 11 am. I can't help but ask myself if they have done this to me with both accounts and on several times how many others are there? this has cost me more than you or them will ever know in my personal life and livelihood. Emotional paid and hardship, they have to be stopped. They cost me my house with reporting for three months on a zero balance that they added to. I have written a letter of notification to them as the Attorney General's Office instructed me to do and it will be in the mail tomorrow.

  Business response

  10/21/2024

  Buckle does not own the account *** ***** is referencing and should not be listed as a participant.  The contact in this concern should be ******** **** as the complaint is due to how ******** **** charges interest and fees.  Buckle has no control over their business practices.  

  Thank you.

• Initial Complaint

  09/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pair of jeans had the buttons and rivets fall off. Went into store and they said there was nothing I could do. I have the receipt and it’s clear the button was defective. Another pair ripped but not from wear and tear. Lastly, one of my Khakis don’t have a belt loop…like they forgot to sow one on! I found out in store when I showed the employee! I understand BKE jeans are not your highest end but I was assured a warranty when I paid 360+ bucks on these for work.

  Business response

  10/11/2024

  *** ******* purchase was made 861 days ago which is exceeds Buckle's return policy as listed on the back of the receipt.  Thank you for bringing the product into the store for review, but a return is not available at this time.   

  Business response

  10/15/2024

  There is no specified warranty period on Buckle products - return information is printed on the back of all Buckle receipts.    

  Customer response

  10/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: your expressed warranty from defects made by your employee are binding as they acting as your agent during the transaction. Since you have no formal warranty as a company policy, that employees stated warranty should stand. Please accept the defective product for exchange. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spend a ton of money at buckle. I just got a pair of jeans not even a month ago that are ripping at the seam on the outside. Very disappointing for a $70 pair of jeans but what's even more disappointing is this companys terrible customer service. Sure, they'll replace them after I print a label, take it to ups, wait for them to receive them then send me a new pair. After i already had to talk to them on the phone today, email back and forth at least 6 times, and send them a bunch of photos of the issue. So I am expected to go completely out of my way for poor quality jeans and when I asked for some sort of discount for a future purchase due to this, they declined and said there is nothing else they will do. I expect at least a 50% discount towards a future purchase, or 50% back for this pair, as much as I pay for items at buckle. Especially if we factor in my time that I will be wasting to send these jeans back and wait for them to send me a new pair. Terrible customer service and won't get my business anymore if they don't fix this. I am disgusted with this company.

  Business response

  09/17/2024

  Guest, ***** **** had reported stitching coming undone on her Buckle purchase from 8/20/2024. We requested pictures of the product to show visibility of the damage. Resolution offered was a full refund for the product including the shipping paid on the order or a replacement with expedited shipping, once the product is received to our home office. Guest requested a 50% off discount which was denied. A compensation gift card will be sent to the guest due to the inconvenience.

  Customer response

  09/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  07/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a belt from this company on 4/15/24. While wearing belt on 6/29/24 it snapped in half. I was 300 miles away from home in a restroom and threw the broken belt away. They refuse to acknowledge the faulty product refund or exchange. I have purchased many clothes and belts from this company with 0 complaints. I expect for them to replace the faulty product since it's only 2.5 months old and not expect me to send back or take pictures of the product that a threw away in a restroom trashcan 300 miles from home. I would like someone to reach out to resolve

  Business response

  07/05/2024

  Unfortunately, Buckle is required to physically return product into the inventory for recording purposes and to assess that the product was a vendor defect.  We are unable to accept a return without the product being present.    

  Customer response

  07/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Why would I keep a belt that snapped in half while I was in a restroom 300 miles away from home?  You're being illogical.  I was not going to carry a broken belt with me all day. Let's not be unreasonable. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Since 1/15/24, I’ve tried to place an order for a gift via Buckle’s website. Each time the following error message appears: “We were unable to complete your order due to a system decline. You will not be charged for this order. We apologize for any inconvenience this may have caused.”. On 1/16/24, I reached out to customer service to report the issue and get assistance but the representative (I believe their name was *****), told me nothing was wrong with checkout on the website without investigating and suggested I call someone else. I decided to reach out to Buckle via Instagram on the same day (1/16/24) but no one responded. Then I sent a message through the website chat and again this morning (1/18/24). Note that after the first error message and reaching out to customer service the first time, I tried to complete the purchase on my phone, iPad and laptop using ********* ****** and my credit card and each time the same error message appeared.

  Business response

  01/19/2024

  The online orders attempts placed by the guest are being cancelled due to our third-party risk accessor that is in place for the security of our guests. We apologize for any inconvenience this may cause. We are unable to override this decision or push through the orders that have been cancelled. We can offer to place a manual order over the phone, but we cannot guarantee that it will not be cancelled as well. We recommend visiting one of our Buckle stores to make the purchase if they are unable to place an online order. 

  Customer response

  01/19/2024

   
  Complaint: ********
  
  I am rejecting this response because: It’s unacceptable. According to an email I received yesterday from Buckle, this processor is an AI and they can’t even tell you why it’s rejecting my purchase. Buckle’s proposed “solution” will not solve anything because calling them to place an order doesn’t guarantee that it will be accepted. If going into a store was an option for me, I would but cannot due to health reasons… I  shouldn’t have explain my reasons for wanting to make an online purchase on their website. I just wanted to purchase a birthday gift for a family member. I’m considering contacting a lawyer but this experience with Buckle has been ridiculous and I want a full explanation as to why an AI processor would not accept my order. 
  
  
  *** ******

• Initial Complaint

  01/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered my wife a pair of jeans for Christmas online. The size was not what she needed so we took them to the store to get an exchange. They had to order them and was going to charge me more money because of tax differences. I refused to pay it since I was doing an exchange and they got ***** involved. ***** argued with me about paying the tax and I said I'd just return them and order them at home. He argued and said I'd pay more for shipping until I told him I didn't pay shipping I had them shipped to the store. He then argued with about returning them and ordering them from home instead of from there. I told him I was done and returning them period. This isn't the first time we've had issues with him which is why I don't shop in the store anymore. The last time my wife was returning 2 pairs of jeans and he refused to return them saying they were outside the return window until I showed him on a calendar how it was still in the 30 days. He got pissed and threw a fit and finally returned them. I don't expect this treatment at Target buying $25 pants much less at a place that charges $119 dollars for jeans.

  Business response

  01/03/2024

  Thank you for contacting Buckle regarding your return exchange transaction.  We understand your frustration and would like to explain that our register system is set up to calculate taxes according to the federal and local sales tax laws.  As a result, when Buckle ships product directly to your home, the sales tax is calculated according to your zip code and all necessary taxes for that specific address.  However, the Buckle mall location is subject to a different tax rate.   Our register system is required to calculate taxes accordingly, which is why the register system indicated that sales tax was due - different tax rates applied based on location.  We do not have a lot of guests who shop online and exchange in the store with differing tax rates, so our teammates do attempt to follow the tax laws set up by state and local governments and will collect the calculated sales tax and refund the calculated sales tax paid by the guest on the original purchase.  Although Buckle will always follow the tax guidelines, we will work with our store manager to take care of our guests as needed.

  Customer response

  01/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This wasn't the complaint. I talked to a representative who really didn't resolve the situation, they just want to coach the persons rude behavior meanwhile I still have no way to get product unless I want to spend even more money or to continue to be treated rudely by the same person who has done it multiple times and just gets coached about it.
  
  Sincerely,
  
  **** ********

  Business response

  01/08/2024

  I spoke with **** and followed up with the district manager regarding the concerns that John expressed - both verbally and in writing.  Any actions taken directly with our employees is confidential and will not be shared in accordance with employment law. 

  Thank you for providing your feedback so that we can work to improve our store and it's employees.  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried making a buckle purchase yesterday and noticed there was a shipping charge so added items to reach the total purchase for free shipping. I then attempted to pay with my buckle card, however it wouldn't go through. Since it still had the sticker on it i called to activate. The customer service rep said he activated it and we hung up. I tried again but it still would not take the card. I switched to my **** card and it went through but after the fact noticed i was charged shipping. I backed out of the order and called buckle back, they again said they activated the card. I tried to purchase again but it would not let me. I called back and they told me that that card was inactivated by comenity because i didn't use it in a year. SO in other words they punished me right at Christmas time. I then applied for a new card, and of course it did not give me a number to make that purchase. Today I called buckle and they waived the shipping so i tried to make a payment with my **** and it rejected the card, that card and all cards i tried after that. The Buckle rep stated it was because of the third party system they use to process payments. So now i have an order out there, Christmas for my daughter, and only one pair left in her size, and i cannot make the purchase. This has been a nightmare. I cannot get Buckle customer service to escalate this to the top to help me out, so I am asking the BBB to step in and ask them to have upper management figure this out and call me back. My number was provided on this complaint.

  Business response

  01/05/2024

  Buckle cards are handled by our business partner ******** ***** All applications, activations and transaction approvals go through that separate business partner.  Buckle teammates are required to provide contact information for the bank to complete an activation or discuss details regarding the account.  We apologize if the bank provided inaccurate information which restricted your ability to place an order with that form of payment.  One of the benefits of using the card is waived shipping expense, so it's expected that if you change your form of payment, the shipping fees will be recalculated.

  It appears that after attempting to place the order, you visited a local store location.  We're hopeful that the store was able to assist you in shopping for your holiday gifts.  

*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. ↩