Complaints

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased two items on 01/30/2023; a hat and hat pins totaling $84.36. On that day a reserve was placed on my card for the full amount.On 02/02/2023 the hat pins shipped to me, so I was charged $13.71 for that portion of the purchase.I called on 02/08/2023 to inquire about the hat since it had yet to ship and I had no estimate on when that *** happen. I was told that they take 4 - 8 business days from the date of purchase to ship. 02/08 was already the 7th business day. This hat was intended as a gift, but I decided to wait a bit longer to see if it would ship.On 02/14/2023 (business day 11) I called for an update on the hat and was told that they had no idea when it was going to ship so I decided to cancel that portion of my order. I was already charged and had received the hat pins. The order was cancelled 02/14/2023 and I was told the reserve would be taken off my card in a day or two.The $84.36 reserve is still on my card 10 business days later. Cavenders has $98.07 of my money for $13.71 worth of product.I filed a claim with my bank and was told by the banker that the $84.36 reserve was nothing like she had ever seen to a merchant before and that the charge appeared identical only to paying the balance on credit cards (which I can confirm, the reserve looks identical to the payments I make on my credit card).Not only have I been out nearly $85 for 21 business days now, but since I was charged for the hat pins when they shipped and that price was included in the reserve, I have essentially been double charged for the hat pins.I am awaiting the results of the claim from my bank and have everything well documented. This is unacceptable and I hope it is a one time oversight because if not, I can't help but wonder how many other people's money they have unfairly and unethically.

  Business response

  03/02/2023

  We sincerely apologize for the hat cancelling from the order and any issues that you have experienced with this transaction. When the order was placed, a pending authorization for $82.21 was placed on the card and should have fallen off after 3-5 business days. Our records indicate the initial pending auth was voided and a charge of $13.71 was submitted. We will have a team member reach out to you via phone to help get this corrected for you. 

  Customer response

  03/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is a satisfactory start at the time being.

  I am even more skeptical now knowing that the reserve placed on my card by the merchant is not the amount verified by them in their system.

  I absolutely would love a call to get to the bottom of this in order to have both sides of the story, as my bank is already investigating on their side. I would like to know how each account differs and maybe be able to fix a problem it seems many other consumers are running into purchasing online with this merchant.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  date of transaction: 1/2/23 Order # ******** order amount $ ***** I ordered a short sleeve ************ sent me a long sleeve shirt. They refuse to send me the correct shirt or give me my money back.

  Business response

  03/02/2023

  We sincerely apologize for the incorrect item being received and will have a team member reach out to resolve. 

• Initial Complaint

  01/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  My husband placed an order for a hat he had been anticipating for sometime not just once but twice. The first time he order it said a confirmation email would be sent and over a week later he received email saying item wasnt in stock. Then he proceeded to place another order for same hat but different size and said two were in stock and to wait for confirmation, then about 5 days later another email saying item not in stock. He called customer service both times and no one had a clear answer for why and both were rude and brushed it off as nothing. Then I called on behalf of my husband and asked to speak to a manger and she explains no hat available anywhere and it can take 8 days to 2 weeks for them confirm that. She then stated there was nothing she could do and we dont have the hat. Very rude, unapologetic and short with me. Terrible customer service!!! My husband waited over a month to find out the hat he wants isnt available and thats after returning anther hat while anticipating this one and also turning down purchase at other store whine it being sold out now. Very frustrating and just terrible business!!!

• Initial Complaint

  01/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 2 pair of overalls from Cavenders on 12/19/2022, online order02379843 in the amount of $98.30. This includes the ** sales tax of ****% for my county and state. I returned these overalls for a larger size, same price, which should have been an even swap deal. Cavenders credited me $88.58 on 01/03/2023 then charged me $54.61 on 01/04/2023 and $54.61 again on 01/04/2023. I spoke with ************************* C.S. rep on Thursday 01/05/2023 and she said they would correct the problem. I have received the replacement order for the correct size, order #SO008417572, but there should have been an adjustment of $20.75 which ***** and I agreed on. So far no action on my refund. I have requested by email a response and then a follow up email asking for a phone call. Still no response. Is this a business that is known for this?

  Customer response

  01/17/2023

  My complaint #******** respond code 50994770-4F834 has been taken care of by Cavenders on 01/16/2023. *****, their CS manager, refunded the $20.75 and was very polite and kind in taking care of the matter. I will still use them for purchases and would like to give them a good rating for taking care of issue. Thanks BBB of East ***** for your help.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi,I have never left a negative review before but my experience with this company has been so awful, everyone should be warned not to purchase anything from this company!I placed an online order with Cavenders on 11/29/22 for a ******** bag. The bag I received was missing pieces (specifically a butterfly charm - which a ******** charm alone is pretty pricey). I called customer service & talked to a ********** told me to send the bag back & **** damaged on the return slip. It was a Fri. night that I spoke with ******* sent it out as soon as Fed Ex opened on Sat. morning. I have the receipts & tracking number for that. I told the lady I was worried about getting the bag in time because it was a Christmas ********** said not to worry she was having one sent out immediately & was making a note in my file. Fast forward a ******** hadnt heard anything or received information like return status, tracking information for the new bag, etc. I then called back & was placed on hold for 20+ minutes before being disconnected. I had to call back & wait another 20+ minutes. The lady ended up talking with my husband because I had to help at my daughters school program. The lady told him that they would overnight the bag to our home and it would be here Sat., no later than Mon. In the meantime, Ive been getting conflicting emails saying the bag is not available Ill be getting a refund and another one saying disregard previous email bag is on the way. I called the store the bag was coming from in ************, ** & spoke to ****** & honestly she acted like she had better things to do. She told me she sent the bag out but the tracking says otherwise. This company has had $234.24 of my dollars tied up for nearly a month plus $8.99 return shipping fee. PLUS another $234.24 for the new *********** my money back. Immediately. Not in ***** days. Christmas is in 4 and Id like to be able to use that money towards a new gift. I also believe they were screening my calls.

  Customer response

  01/17/2023

  I never heard back from Cavenders, however, they did eventually refund my money.
  
  I honestly am not extremely satisfied with how this issue was resolved by Cavenders * they were never transparent, and held my money much longer than they should have all while making promises they never intended on keeping. The most upsetting thing was their complete lack of care or empathy for the fact that they were holding up hundreds of dollars over the Christmas holiday * and leaving me with nothing to show for it * while acting like they were somehow doing me a favor!
  
  An apology from Cavenders would have truly gone a long way in helping to resolve this matter. However, whats done is done and I guess I learned an important lesson * never to do business with this company again! 
  
  On your end, thank you so much for looking into this matter for me, I am thankful that I had *************** to that was willing to help and even if they never responded directly to you, I feel like getting a letter from the BBB encouraged them to refund my money in a more timely manner.
  
  Thank you again!
  
  Blessings,
  ***************************

  
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 11-26-2022 I placed an order with the company, they had a buy one, get one free on clearance items. The order was for two pair of clearance jeans.On 11-30-2022 I I received an email stating only one pair was available. I called customer service to cancel the order since it wasn't for both pair. The customer service representative stated the order had shipped so it couldn't be canceled. I asked her about the return policy, she stated if I used the return label that was provided with the order to send the package back I'd get a full refund. If I returned the item to the store I'd get a refund minus shipping. When the package arrived I placed the return label on the package and mailed it back.On 12-16-2022 I got an email from Paypal that I was issued a partial refund. I was not refunded the shipping cost.The order number ******** for $55.55, the refund was in the amount of $42.60.I'd like a refund of my shipping cost as the customer service representative stated.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  this issue that I am about to complain about has happened twice, otherwise I would say it was just a one off and not an actual problem. I placed two orders on December 12 (both Christmas gifts) men's vest and pair of pants, the company took my money and sent an email saying "processing" and when ready to ship will send a follow up email. Okay I wait 2 days then check order status on line still processing, (I have a bad feeling because again this happened to me the December before) I call and sure enough the vest is sold out and the pants are low but no guaranteed that I will get them. So instead of letting it drag out, I cancel both orders to speed up the refund process.Instead of immediately notifying me of the sold out status or delay in the shipping of the pants because of low stock on the pants (according to the service rep), they drag it out. If I didn't call I would have received my "sorry for the inconvenience email" too close to Christmas. Leaving me once again hanging and scrambling. The customer service agent was friendly, quick and helpful. But this stores online ordering system is awful and needs to change and is the only store I have had this repeated issue with. I am writing this complaint to help out future customers and warn them that during the holidays this company is NOT Reliable since this has happened two years in a row, I feel that is a factual truth.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Cavenders website had the price of boots for $0.00. I purchased 4 pair on 12/2/22. The total price was $11.44 which covered the shipping. (Order#********) Cavenders then sent an email saying An unexpected computer error caused the problem. Please accept our apologies for this issue and for any inconvenience it may cause. This is a clear and obvious case of deceptive advertising. All Cavenders supervisor ***** could offer me is her apologies and a refund of my $11.44 for shipping.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchase a pair of Ariat boots I thought to be new. They were in the box on the shelf. Associate helped me the process went smoothly. They checked at the register to verify both boots were there and correct in the sizes. 5 days later I'm at work preparing to wear my newly purchased boots. I take them out of the box and they have mud in the soles already and I haven't even touched them yet. I call Cavenders in ****** and they informed me that they put boots back on the shelf if customers return them. I've never had a bad experience with this business. Wondering if this a normal practice.

  Business response

  11/23/2022

  Consumer contacted our ****** location on 11/20 and was advised to bring the product back to the location for an exchange. 

  Store is waiting to resolve with the consumer. 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed order #******** on 10/6/22. I returned order on 10/10/22 using the *** return shipping label provided by the company to me, tracking #1ZRW19079097277014. This item was delivered to the company on 10/12/22 at 2:29 p.m. and I still have not received a full refund. A full refund for the amount of $123.07 needs to be issued immediately.

  Business response

  10/19/2022

  We apologize for the delay in processing the return. The customer opened a PayPal dispute which was closed in their favor. 

   

*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. ↩