Complaints

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just bought a new pair of jeans two months ago and they ripped. This is not my first pair that have ripped on me from Buckle. I am very disappointed in the product.

  Business response

  11/29/2023

  It appears that this concern was posted on 11/27 and Ms. ****** visited our store on 11/28 where she was able to complete a return/exchange for the same item.  Thank you for visiting our store to resolve your concern.  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/10/22 I brought two pair of rock rival jeans and on 10/23 I seen that bob pair has a rips on the stitching back pocket and which I can’t wear them any more

  Business response

  12/22/2023

  All Buckle returns are reviewed by our store leadership.  Please take the product to your nearest Buckle location for review.  We are unable to guarantee a return without physically reviewing the product and receipt in the store, but our store managers are trained to determine if a return fits our return policy or if an item is defective.  Thank you for visiting your local Buckle.  

• Initial Complaint

  05/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The actual business addressing showing in my email threads is: Buckle Guest Services **** ******* **** **** ******** ** *****  I had two order numbers and two return numbers as possibilities: The shorts that are missing from my return is from order number: ********* I had printed two returns and mailed them back to Buckle including a total of six items. Buckle only credited me back with five of the six items stating a pair of shorts are missing, which they should not be. I included all six items back, split between two packages. The two return item numbers are ********* and *********. The order ********* is the number the shorts were included on. They are item number ************ with a price tag of $***** plus taxes. I received my return confirmation from the Buckle and only by viewing my account did I notice they had canceled out the return of these shorts. I had no other way of knowing until I viewed my online account and noticed they showed as "still returnable" when I had already returned them. I've been emailing, and continue to receive responses from them advising me to "check my house, ask usps". They were mailed back, they are not at my house, and my local post mailed all packages back as instructed. They even acknowledge in my email thread that the packages were not tampered with. I'm seeking reimbursement for these shorts that were clearly misplaced upon return from the Buckle and their customer service is not assisting me.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 4/5/23 I spent over $*** on a new wardrobe, next day my house caught on fire inside due to an electrical short. So I wasn’t able to be home around 4/8/23 when my first package came I tried to hold the package with ***** but was unable to make shipping changes due to shipper restrictions This package was quite pricey so I am beyond shocked that they would not require a signature for these items. It totally went over my head my package was coming that day and I wasn’t able to get there in time causing my package to be stolen not once but twice. I have filed a report with the police department and they’re investigating the situation but there is probably not much they can do since I don’t know who stole my package or at least have a description I was not here, well I filed a complaint with ***** about the delivery man just dropping the package by the gate causing my package to get stolen when my porch was 5 more steps and he could’ve delivered it properly instead of lazy. I’ve first reached out to ***** before I ever reached out to buckle and they apologized and advised I had to reach out to the shipper so they can file a claim which I’ve done so and it has been no help they just asked for a police report which they have received . My order number is *********. I am extremely disappointed in their customer service I usually always shop in store but they did not have my sizes i needed in store this time unfortunately but they have forever lost me as a customer.

  Business response

  04/24/2023

  Ms. ***** was refunded on 4/19 in full.  This is a one time courtesy as future missing packages will not be processed as a refund.  

• Initial Complaint

  12/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My package was stolen from my porch. I informed the. Know my who told me they will resend my merchandise once I filed a report with the police . So I filed the report and now they talking about they can't do anything about it! When the police state they can.

  Business response

  01/19/2023

  Business Response /* (1000, 5, 2022/12/19) */ The Buckle explained to the customer that this is the third package reported missing to that address. The Buckle took responsibility for the first two packages, but will be unable to continue to accept liability for packages shipped to that address. The customer has been encouraged to work with the police to determine who is stealing her packages as Buckle cannot continue to take liability for additional missing packages. Consumer Response /* (3000, 7, 2022/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Police has been involved and is investigating police state that the company can refund and should refund . Company refuses to refund or replace my items. Theft is happening everywhere and can't be stopped I have done what was ask and should receive my $ back. I understand I will not make any future purchases to my address. But I have requested a few times that signatures be requested when dropping off items at my house. I should've have to be out my money when I never received my item.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I started purchasing items from Buckle back in **** -- at the time, I was an in-store shopper. Over the years I have relocated to a handful of different states due to my spouse's job, and eventually began shopping online due to a lack of in-person stores in areas we lived in. This month, I ordered 3 pairs of jeans -- upon checkout, I realized that I needed to update my shipping address due to our most recent move. I did so; my new shipping address was even reflected on my account level. However, I discovered yesterday that Buckle had shipped my entire order to my old address, which is 1900+ miles away. When I reached out to the company, I was given zero assistance, and bluntly told that I should file a police report for the items. What kind of customer service is this? I updated my address, but for some reason you shipped it to the wrong place still, so now I need to file a police report??? Desired resolution: I either want help recovering my order that the company shipped to the wrong place, I want a replacement order shipped to my correct address, or I want a full refund for my order so that I can shop elsewhere after being a loyal customer for ** years.

  Business response

  12/02/2022

  Business Response /* (1000, 5, 2022/10/10) */ Customer purchased online order ********* on 10/06/2022 to an old address on account and reached out to get the address changed on their order on 10/09/2022. The shipments were already fulfilled as we are unable to change address on account for security reasons. As a one time courtesy, we emailed guest an affidavit to agree to either a replacement or refund. The carrier is attempting to retrieve those packages from the old address. Consumer Response /* (3000, 7, 2022/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ironically, the business claims in their response that I reached out after placing the order regarding a need to update the address. NOT correct. I updated my address PRIOR to placing the order. To make this more interesting, after I filed the BBB complaint, the company reached out to apologize that the merchandize shipped "via third-party carrier" to the wrong address. (I still fail to see any significance in the third-party carrier being mentioned, as this was solely the fault of Buckle)... To my understanding, they have since made effort to recover the order that they shipped to the wrong address themselves (as they should have done initially versus trying to tell me it was my problem to deal with) and shipped a replacement order to the correct address (as they also should have done initially). Sadly, one of the items I originally ordered was no longer in stock, so I'll only ever receive 2 of the 3 items that I wanted (they DID refund the 3rd item that they were unable to replace -- I just would have preferred to receive it)... Unfortunately, it seems that it took filing a BBB complaint to get them to take any action on an issue that was their fault, which leaves me uncertain if I will purchase more products from them in the future. I've loved their products for over a decade, but this experience has not been a good one. Business Response /* (4000, 13, 2022/11/08) */ Buckle has sent a replacement for the package for the product that was still available and refunded the product that was unavailable to replace. Guest received the package on date: 10/15 and 10/18

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. Their terms state that if you make a purchase over $*** using their credit card, you get free shipping ($****). It charged me so I contacted them to let them or needed refunded (I spent $******) since it charged at checkout. They told me they will not refund it because I didn't sign in. Their terms state nothing about having to sign in, just that you have to use your Buckle credit card! They are clearly not honoring their own terms. If they keep doing this false advertising to people, they will end up in a class action lawsuit over their shipping charges!

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/09/29) */ Guest placed Buckle order as a guest using guest checkout with Buckle credit card. In order to get free shipping, customer must be enrolled within loyalty program and also using Buckle credit card spending over $** while logged into their Buckle.com account which recognizes the enrollment in loyalty. Customer Services explained why guest was charged shipping and handling and as a one time courtesy, a refund was processed for that shipping and handling back onto the original form of payment on 9/28 and an email was sent to the guest informing of the return.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had change my address before I made an online purchase and then did the purchase. Onky to find out they sent it my previous address. I contacted them right away to have them change it. I received an email saying they couldn't. It was shipped using *****. ***** in the past has failed more than got it right. I then tried to have it sent through ***** to the correct address was informed I couldn't due to shipper restrictions. I then asked for it to be held and again I received the same response. I then contacted the apartment complex and asked the manager for them to get when it was delivered. They said they would. It supposedly was delivered the Friday of the Labor Day weekend. I tired contacting the apartment complex no reply. I had to wait until Tuesday to go over there due to office closed. I was a work and had to work a long day due to the holiday. So on Tuesday I got ahold of the apartment complex who informed me there was no package. I then went home and called the buckle and explained the situation. Several times I was put on hold only in the end to be told that they wouldn't refund me any money ************************** His name was either Dalton or Dillion. He also kept informing me to call the police, even after I explained everything. Now I a, stuck with a bill for an item I don't have and no way to find out ***** in the past has not been successful in recover.

  Business response

  10/14/2022

  Business Response /* (1000, 5, 2022/09/20) */ Guest selected the wrong address during checkout as the package was delivered and reported not received. As a one time courtesy, we filed a claim with the carrier and processed a full refund back to the guest's account. Guest agreed to our terms of returning the merchandise if it is later received at a different date. Consumer Response /* (2000, 7, 2022/09/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am getting a refund

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I accidently sent ordered clothes to an old address. When i tried to get help with changing the address on the order, i was hung up on twice. Then i just decided to close my card account which should have stopped the purchase when i closed my account. So now they are sending clothes to my old address where i can not recover them from. So im out *** dollars with no close because their customer service ************ could not help me.

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/09/13) */ Order was placed by Brian using an old address. When he contacted our Guest Services department on 9.9.22, we did process a return to shipper on the package and let him know we will reship to his current address as a courtesy. Once we receive the package to our home office we will contact Brian to let him know we are reshipping to his current address.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Placed an online order for 3 pieces of womens clothing that I did not receive even though Buckle customer service stated it was delivered over week ago. I immediately contacted customer service stating that I did not receive merch after I received a delivery email confirmation. All I am asking for is a refund assuring Buckle that this is not a ploy to receive free merchandise. I have been getting the run around for a week regarding the amount I spent on merchandise not received was ******

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/03/11) */ This order was shipped in two separate packages with tracking indicating delivery on two separate days. We have reached out to the guest and awaiting response as we are needing confirmation of the address the guest was intending the package to be delivered to. As of this time, the guest has refused to provide the shipping address that they had wanted the order delivered to. Consumer Response /* (3000, 7, 2022/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The packages shipped ****** which required no signatures. I have been ordering from the buckle online for over a year, SEVERAL times. All of my information is in their system. It not at fault of my on that either the packages were sent somewhere else, and (or) did not require a signature. I have gotten over 20 emails (to which now) I'm considering harassing. I have been ordering online since the beginning of the covid pandemic, and had this happen once. I contacted the merchandiser, and they sent me another package. When I got the missing one, I sent the extra one back that they sent me. These people do. Or wish to do either. Business Response /* (4000, 9, 2022/03/24) */ In order to assist this guest, we will need confirmation of the address the order was thought to e shipped to, we will also need the guest to provide an alternative shipping address for replacements to be sent to as this order was delivered in two separate shipments meaning if the guest did not receive either of these shipments that will be the 2nd and 3rd packages from Buckle in this guest's purchase history that have been delivered to the same address and not been received by this guest. Once we receive confirmation of the original shipping address entered by the guest and an alternative shipping address for the replacements to be shipped to, we can reship the merchandise. Consumer Response /* (4200, 11, 2022/04/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ordered from these people over the last year several times. Address on file. STILL NO MERCHANDISE, STILL NO REFUND FROM THEM. NOT RESOLVED

*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. ↩