Sheplers has a rating of 1.5 stars from 349 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Sheplers most frequently mention customer service, credit card, and next day problems. Sheplers ranks 138th among Boots sites.
Very happy with a nice pair of Dan Post Raleigh boots! However, email with tracking link never worked. Emailed customer service twice, never received an answer. Phoned customer service, she informed me boots would arrive today (day of call), which they did.
After waiting only a week, I was super excited to finally have my turquoise leather jacket. It is extremely gorgeous, however, although the tag said "XXL" it definitely fits more like a small or medium. My grandmother is now enjoying the jacket but I honestly shed a tear or two because I thought I had finally found a beautiful leather jacket that would fit someone taller and broader. Very first purchase and also the very last.
Well, it almost is comical at times. I returned a pair of boots received for Christmas to do an exchange, they looked nothing like advertised, wanted to exchange, then took forever for them to get back there, plus their return tracking number is only good on their site, and nothing showed up under it for a week. Now the boots have been back there about another week. Their return processing must take a long time, nothing's happened. Decided to just place another order rather than wait for the exchange. Customer service cannot send messages to returns though apparently, to let them know to forget exchanging, just issue credit, so we wait, see what happens because I use a Visa debit I only put money in as needed when buying online, ID protection thing bank officer recommended after an ID issue couple years ago. Emptied it so can't charge difference on exchange if ever processed. Will issue credit supposedly if can't charge difference per customer service. Hopefully will get done by next Christmas. In the meantime, placed the order for another pair of Ariats using another Visa. Placed order online. Order did not go through, but Visa charged. Talk about a nightmare getting them to credit the charge, they had no idea why the order didn't go through, but charge did. People in customer service have been nice, it's just a system they need to improve on. I did notice one thing, their "sale price" is basically everyone elses regular price. All those discounts, so many hours left on sale, it's an ongoing thing they just repeat. Their great discounted, sale price of $169 was the regular price on other sites. Next time will just order from Cavenders, lot less hassle. As for the second pair, they did ship, had to call to get a tracking number though. That old recording of "Shep" while on hold... Hey Shep, you need to Fix your system of online ordering there. Lot of kinks in it.
Poor service and poor return department. Worst experience I have ever had with a business. I recommend never purchasing from sheplers!
I ordered Christmas Presents back on the 10th of December on the 16th I got an email saying that one of the items was on back order and that my order hadn't shipped yet so I emailed them asking why my order hadn't shipped yet and they sent me an email saying that one of my items had shipped they shipped my order in several shipments and here it is the 24th and only two of my items out of 6 made it before Christmas the tracking on everything else say's the 28th I emailed again and they responded saying that everything was shipped on time and on schedule I should have known they did this last year and I din't receive my shipment until January but gave it a chance again because they had better prices... they also send emails with coupon codes for additional 20% off an "exclusive coupon" but there is no place to add promos anymore I hope they go out of business
First let me state I have not had the displeasure of dealing with Shepler's first hand. I have had friends and family who were both rather disappointed with the wait for shipping and the difficulty in returning an item for a refund/exchange. The problem is that these companies get too large and start dealing in too many items, and they feel untouchable. Furthermore, I have seen them try to put the smaller dealers out of business, by taking losses on items until they drive the smaller guys to give up. Now, seeing these experiences I tried my luck with sellers on Ebay. Trust me there are a lot and they are selling a lot of the same things, but I looked deeper into people who seemed to specialize in one or two things. For instance, I will only buy my western shirts and leather goods from this one kid on Ebay (I'm not hyping him up, I am just giving an example here. You will have to go on there and look deeper into what people are selling and the feedback they are getting). He gets things shipped quick (He has some items in stock, others get dropped shipped, but they are usually on their way in 24 hours. He blew my expectations away because he was hungry for my business (And still is). There is another girl on there, that sells western boots, and concealed carry purses (My wife had been looking for a good one). She like the other guy would ship before the estimated time, and it was always what she said it would be. When she didn't know for sure, she wouldn't lie, but tell me that she did not have the answer currently but would ask the company directly. You can't really expect that kind of service from a Shepler's or Boot Barn. I suggest everyone find their own guy or gal and use Ebay (Everything on there is guaranteed, but I never had any problems) or a small sellers site that you trust. Make that person your go to, just like it used to be and you will be happier with your service and overall purchases. Just my two cents, but if I am wrong then I will eat my hat. Anyway, I hope you all got your stuff sorted out and that you have a great weekend.
Jake
Do not order from this company if you live in Hawaii and need or want your order in any kind of reasonable time frame. I placed an order in early June, for items I needed for early July... It is now 40 days past my order placement and I still don't have all the items I ordered (and paid shipping for) so much for 5-8 days delivery for noncontiguous USA... and BTW there is also no such thing as next delivery to Hawaii either... because I was in a pinch I foolishly ordered 3 of the items I wanted most urgently and was told it would be sent out NEXT DAY The company sent out the label that said NEXT DAY and somebody slapped a 2 day delivery label over it... I didn't get the delivery until 6 days later after my event. All customer service had to offer me was Im sorry but we are not the delivery company... well they subcontract the delivery company AND they don't post any of this clearly on the website... VERY DISAPPOINTED and still waiting for all of my order to arrive so that I can return it!
I see I am not the only one with a bad experience with returns. Return process was horrible, I will never shop with them again just for this reason.
Tip for consumers:
International shipping is a gong show, they do not offer an easy process for returns and then offer a flat fee but then the parcel comes back to you.
Products used:
None
I can see why this company has a 1.4 out o 5 rating. I made an order on the website, I live in Canada so it is an international order. The order went through and just hours later I received an email saying they had cancelled it. I emailed back asking why, I was given 3 vague reasons. The last of which was that my credit card info did not mach the billing info. I went and removed the info, retyped the exact credit card number from my card in to their site. It went through and later I received an email saying that it was cancelled. I phoned in and spoke to someone that may or may not had a pulse, he was less than helpful and told me I needed to call my credit card company to get their fax number so they can send in a paper to have the charges released on my credit card... I spoke to the 'Team Lead' who never once apologized or showed concern that perhaps the issue is with Global E, the site they use for international orders, she was rude and ignorant. I did call my credit card company, they said they don't understand what the issue could of been, the card is fine. Shepler, the original ignorant customer service ( I use that term generously) called me to 'follow up' he didn't even identify himself, in a monotone voice just said the same ignorant comments. I can honestly see why Americans think Canadians are so nice, if this is the type of individuals you all need to deal with. As a business owner myself and manager of many staff, I can say the level of negligence and rudeness in which that was handled was amazing. I have sent emails to all of our western themed businesses about this and they agree and are changing companies they purchase from. Get it together Shepler's, if you want to be $#*!s you shouldn't be dealing in the front lines. The level of frustration here was unnecessary.
Tip for consumers:
I hope you don't need to talk to them, they are rude and not helpful.
I ordered boots for Christmas that ended up being half a size too small. The beginning of the return process went fine. I received my label and shipped the boots off. Minus the fact it took forever for the boots to arrive back, it went smoothly. Then, I received an email saying that the size I needed was on backorder and would be shipped on Jan 27th. I emailed back on Jan 18th asking if the 27th was still the shipping date. I was out of town and wanted to make sure I had someone run by my house and grab them off of the porch. A customer service rep replied and said they 27th was correct. After a few weeks, still being out of town, I emailed to see if the boots had shipped. They responded back and said they were showing the boots delivered on the 19th. Literally the day after I asked if they'd ship on the 27th. Hold on, because it gets better. I paid $284.98 for these boots on Dec 9th. They refunded $274.98 to my account on Jan 21st... two days after the new pair delivered. Then, on Feb 10th, they took $273.43 back out of my account. DO NOT TRUST THIS COMPANY. They have no rhyme or reason to what they're doing with my banking information.
Literally charged my card 5 times for 1 purchase, have to shut off my card as it continued to try charging my card but ny card declined.
Tip for consumers:
Beware
Products used:
Jeans
I have read the reviews of the company after the fact of ordering. I will try to get my money refunded. I will never order from them again.
Unfulfilled promises regarding shipping. Twice I phoned and twice I got a false shipping date. I ended up cancelling.
Their size conversion USA-Europe is wrong. The boots are too small and they never answer. It's impossible contact to them.
I could not be MORE disappointed in Sheplers! I placed this order as a present for some young friends of mine who admired my beaded belt. I looked for many days and finally placed the order on the 12ththe 12th of DECEMBER! Both showed in stock and to be shipped by the 18th. I found even that strange but the delivery was to be by the 23rd. You liedand now cant even get one of the belts to the kids till the 29th.
I will NEVER, EVER shop at your store either online or in personAND will do everything I CAN TO MAKE SURE THAT I CRITIQUE YOUR CUSTOMER SERVICE TO ALL.
This is the worst service Ive ever endured! Never... use them!
Respectfully submitted
I ordered a pair of boots online. I got a confirmation when they received the order, I paid through PayPal, I heard nothing for a month. I called customer service after having my emails ignored, when I gave the order number, she put me on hold, I was disconnected and couldn't get through again. An hour later, I received an email telling me that because they couldn't verify my information, my order had been cancelled. Quite a coincidence that on the day I inquired about not receiving my order, they suddenly realized my information wasn't verifiable. So I called again, this time the woman I spoke to was very rude. She spoke over me, did not let me finish a sentence and told me the reason my order was cancelled was that they'd called my financial institution and they wouldn't verify my info. I managed to finally tell her I paid through PayPal, not a bank. She paused, and said that it's the bank they deal with. So I asked her to explain that to me, since she wouldn't have any bank information for me, it was PayPal. She began to speak loudly and changed her story, telling me that my "zip code" wasn't verified. I told her I'm in Canada, so it's a postal code, which includes letters and numbers, I have the confirmation email from them with my postal code written correctly, so that couldn't possibly be the problem. So, we went back to the story about my financial institution being the culprit. So I asked her if they'd spent the last month contacting a Canadian bank about me, but then today, when I called them, just decided to cancel my order? At this point she became belligerent, I asked for a supervisor, she put me on hold, and that's where I remained for 45 minutes. I carried on with my day, my phone at hand…, no one ever came on the line. After writing this, I will call them again, just to push back.
They took the order…, they just didn't bother to process it.
When I called, they realized that hadn't bothered with it, so simply cancelled it. It's a hell of a way to do business.
I'd suggest strongly, that you purchase elsewhere. It's a shady, dishonest company to say the least.
P. Sawyer
Toronto, Ontario Canada.
Tip for consumers:
Don’t.
I ordered a mens work coat. What I first opened the package, I saw the coat was the wrong color. Then I noticed it had a hood, the coat I ordered did not have a hood. When I looked at the tag, I saw it was the wrong size. Then I saw it was a womens coat. Sheplers missed on every count. I called customer service and told them they sent me the wrong coat. I was told the couldnt ship me the correct one because they were going through inventory. I had to ship the coat they sent back (they did email me a mailing label) before they could process the original order. Sounded to me they didnt trust me -but they did process me credit card and get their money. Today I got an email from them that they had received my return. So I called and asked now that they had received their coat back when would they ship mine? The customer service rep couldnt tell me. Said they were processing a backlog. When would the backlog be caught up? She didnt know. Who has the information? No one. She asked if if I noted the problem on the packing slip. I told her there was no check box noting they sent me the wrong order so I wrote out the problem on the slip. However, based on everything else that has happened with Sheplers customer service Im a little worried they are going to send me another womens coat, even though she said the problem was documented in her computer. I guess she finally got tired of my guestions because suddenly there is a lot of noise on the line. So now they have my money, and they have their coat back, and they cant tell me when they will ship the proper item. I should have known this was going to be painful. The packing slip that was in the box with the coat had the Return mailing sticker removed from the slip. Apparently they removed the return slip before they shipped me the wrong coat. Must be a way they are using to slow down returns. A bad omen...
I logged in to Sheplers.ca and ordered two pair of Wrangler Jeans for a total price of $63.98. When I entered credit card and all the shipping info and hit the check out I was amazed they charged me $32.95 shipping for a total $96.93. I search the web site looking for how I would cancel the order. I found their customer service number and called. The C/S agent was very polite but told me he could not find my order and Ishould call back in 30 mins as it was probably just going thru the system. I agreed to call back. In the meantime I called my credit card company who advised the order had already gone through in U.S. Dollars so with the currency exchange the total was now $124.00 I immediately called the C/S agent to cancel the order again and also sent and email through their web site same story can't find the order call back in 30 mins. As you might guess each call takes a long time to be answered and by the time I got through it was two hours or so since the order. They couldn't find it again and advised me to call back the next day which I did. This time I was told they had the order and it was going through shipping. He told me it was to late to cancel so what I should do is wait for the package to arrive at the Canda/US border where I would get a call from customs for the duty charge and I should simply tell them to return it to sender and I would get a refund to my credit card. Problem now is I would have to pay shipping to return it. Called credit card company again and they said nothing they could do about so it looks like I am sh-t out of luck. I have yet receive an order confirmation told them they had sent it to the wrong email address After correcting the proper email address still I wait for documentation. When one calls customer service a folksi comes on to tell you agents are busier than a cows tongue at at salt lick so prepare your self for a long wait.
You have to wait for the sales, but we have been very pleased with their jackets, shirts and belts.
No reply to any sent emails, total rip-of!
Beat Advice I can give is
SHOP ELSEWHERE & save yourselves a load of grief.
Sheplers just informed me my order is canceled,I ordered it on Dec 4.
Thanks great service...NOT!
Tip for consumers:
BOOT BARN WAY BETTER
Products used:
None
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