Wonderful customer service! Looking for SAS shoes for my mother and we found them here. These shoes…read moreare well made and my mother is very happy with her purchase. We'll be back to shop again.

I'd been surfing the net and stumbled across some discontinued Irish Setter work boots on the ELM…read morewebsite. There were only two left, deeply discounted, and one of them was in my size! I placed the order. The initial phases of the purchase were outstanding. The credit card transaction went smoothly, and shipping was fast. At that point, I could have easily justified a five star rating for the retailer. However, when I received the shipment, I noticed that the synthetic "leather-like" material around the padded collar on one of the boots was disintegrating and peeling. The label on the boot indicates that it was manufactured nearly 4 years ago (Oct 2017). According to most footwear manufacturers, shoes and boots made with synthetic materials such as polyurethane generally have a shelf life of around three to five years. After that period, the materials can disintegrate due to a process known as hydrolysis. The actual time period depends on storage conditions. I wrote an e-mail to ELM shoes and attached a photo of the disintegrating boot. I indicated in my e-mail that I might visit a local cobbler to see if the boot could be fixed with a minor repair. To me, this would be preferable to having a really nice pair of boots end up in a landfill. After sending the e-mail, I visited a local Red Wing Company shoe store to ask for their opinion. The Red Wing store confirmed that the deterioration was likely due to their age. Red Wing suggested that I could wear the boots for up to 6 months, and then have them repaired under warranty if the condition worsened during that time frame. This would involve submitting a warranty claim through ELM shoes. At the same time, I received an e-mail from ELM offering me a refund for the boots. I replied to ELM that, based on my discussion with Red Wing, I was thinking about keeping the boots. I asked ELM if they would process a warranty claim for the boots if it became necessary. Up to that point, I'd been impressed with ELM's handling of the issue, and had "chalked up" the disintegrating boot to an honest mistake. However, that second e-mail to ELM was greeted with the "cold shoulder" treatment. I never received a reply. Perhaps my visit to the manufacturer's store offended their sensibilities in some way. After being ignored by ELM, I again contacted Red Wing. They agreed, in the absence of any assistance from the original retailer, to process a warranty claim directly if it becomes necessary.

What a nice little shop! If boots are your thing, you definitely should give Lisa Whidden's place a…read morelook. She specializes in Western style boots -- mostly Lucchese brand. Very high end, but well worth the investment. She also offers an assortment of stylish clothing, hand-made custom jewelry, and accessories. I purchased a great pair of Lucchese boots -- with side zippers, mind you. No more fighting with the boot straps just to get them on, or tugging on the heel and toe to get them off. Simply unzip and slide your foot into these extremely comfortable boots. And that works well for me, considering my seriously damaged left foot and ankle. MSRP was $695, but Lisa made me a great deal. I saved a hundred bucks on these fine boots. Take care you don't miss her shop. It's small and it's tucked away amid a bevy of other boutique shops on East Patrick street. And finding parking can be a challenge. But if you've got an adventuresome nature and a willing spirit, I think you're going to like this great little shop.

Great place to buy quality clothes. Great service and fittings. Always our first stop for new…read moreclothes.

The girl was very knowledgeable and extremely patient as she brought many pairs of shoes out to me…read more She couldn't have been nicer.

I absolutely love this place. The staff is amazing. I usually deal with Kevin or Lisa but the rest…read moreof the staff is very knowledgeable. It doesn't matter if you are a runner, walker or just on your feet all day, charm city will be able to assist.

I went with their recommendations and it worked for me Good products and reasonable local owned…read more I'll buy as long as they're in business. Knowledgeable.

Came to this store at the recommendation of a podiatrist on a whim, stopped in to see what they had…read morefor newly diagnosed plantars fasciitis. There was myself and another patron in the store. Store worker man walks right by me, no greeting, no I'll be right with you. I waited for other customer to leave and the worker comes over to me. I had sandals on, no gym socks. I explained the plantars situation. He asked if I had gym socks that I would need to try on shoes, at which time I looked at the box of nylon slip ons on the floor. I asked him, if they didnt have a gym sock throw away like Nike. Worker Says to me, they are Nike; to which I retorted, well you're charging just as much as Nike. End of interaction. No thank you. Rude sales person. Snarky and inattentive. Sad, because I'd prefer to support local businesses rather than mail order. I cant help to wonder why a box of nylon socks were sitting in the store, but I was told I needed a full gym sock. Keep in mind, the worker never asked me if I was looking for a shoe or a sneaker. You have to wonder what this was about. Hmmmm.

Very helpful staff. They held a pair we reserved on phone and special ordered another item. These…read moreshoes are expensive, but my wife stands for 12 hour shifts as a pharmacist and these are the most comfortable shoes around.

Tell us about your BootBarn.com experience…read more Very very dissapointed in your new Hagerstown Maryland location. The staff are awful. If your store manager is named Holly Young Wade (found with a quick Facebook search), she was equally as rude and should be ashamed in how she and her staff treated us this evening, February 22,2023 especially since her store is so new. We are a military family from Texas, we've visited a lot of Boot Barns, Cavenders, etc and this was by far the rudest staff. It's a shame because it's such a nice store and could do really well, but customer service goes a long with us. We were going to purchase boots for my one year old and were never offered help. I entered the store with my three year old daughter, two staff members and your manager stood by the desk and looked at us and did not say a word to greet us. All stared and then looked away. We were the only customers at the front so there was nothing else they would be occupied with. A few minutes later my husband entered with our one year old, again not one staff member acknowledged him they just stared. We looked at the hats and then made our way to the boots. Two staff members were talking for several minutes near the boots and neither of them ever asked us if we needed help, needed sizes etc. They did not acknowledge us at all. I noticed a male associate greeted and offered help to two women shopping in the clothing during this. Then the store manager passed by us again, just looking at us and not saying a word. We made it all the way back up to the front while browsing the store with not one greeting. We were exiting the store when a large family (all white, if that matters) entered the store and was greeted by every single staff member standing at the cash register. In fact, they were greeted several times and told "let us know if we can help you" as we exited, I looked back waiting for a "thank you for visiting" as nearly every store tells you- absolutely nothing. I will be telling all of our friends about our experience as I know many of them were excited about having a Boot Barn location in our area now. I will take my business elsewhere and buy my son new boots at a store where we are acknowledged. I cannot believe this store's customer service was so terrible today and that the store manager was there and acted just as rudely. Notifying Boot Barn corporate in hopes that this gets back to the store manager and staff. Thank you, Grace Hernandez

Huge selection of work boots and casual comfort shoes. Staff helped when we could not locate…read moresomething. I greatly appreciated not being hovered over while trying on numerous boots but when I asked for help they were extremely responsive. Very pleased with the clean and organized. The layout made it easy to navigate. Alyssa the associate who helped us was on point. Great overall experience.

If you buy a pair of shoes/boots make sure they fit PERFECTLY, because once you leave the store,…read morethey won't exchange or refund your money unless the problem you're having with the shoe is a mfg. issue. I spent $145 on Oboz shoes. The shoes felt fine in the store but after wearing them for a week I was having too much rubbing/friction below my ankle bone. I brought them back to the store hoping to exchange them for another model but all they did was stretch the shoe, which made no difference , and sent me on my way. I contacted Oboz but since I purchased the shoes at a retail store they or unable to help. They suggested going back to Trail House.

I bought a pair of Keen hiking shoes from the Trail House and within a year both shoes tore at the…read moreinsoles. The Trail House refused to replace or provide a partial refund for the shoes. I do not believe that a $200 pair of shoes used lightly to moderately should begin falling apart within one year, but apparently The Trail House believes this is perfectly fine.