On September 5, 2026, I went to Boot barn 4423 U.S. 14 Crystal Lake, IL, 60014 Phone number: (779)-994-6500. I went to this store and was interested in a wool cowboy hat and I tried it on but it didn't fit me. The seller offered me a stretch for the hat and told me to return to the store after two days. On September 7th, they told me it was ready to pick up but I wasn't available and wanted to come the next day. When they gave me the hat, the first thing i noticed was that there was dust all over the crown and also saw that it had been damaged or hit. This wasn't there when I came to the store on September 5th. I asked for a return of my money because of the damage but they told me that they had no other hats of the same model. They told me that it was store policy that I had to either take that one, because it was custom made for the size, or not get one at all. I had never been informed of this store policy as there were no signs or communication of any kind. I didn't accept the hat for the damage I saw and asked to speak with the manager. I asked for the customer service number to file a complaint and the manager, whose name is Mia, gave it but I left the store without a hat. An employee walked up to me as I was going to the parking lot telling me that I had forgotten my paid hat, which was damaged and i didnt want it. I left the store that day without my refund or my hat. I received no help after this. I called customer service and they had told me that the regional manager would reach out to me the next day. I waited ten days without a phone call from either the store or customer service. I opened up my credit card bank to file a complaint and here's my case ID: D260917026561. The account number ends in 9655. As of October 13th, I have yet to receive any news from the store or customer service and have still not received my refund.
I am also going to file a complaint with the Better Business Bureau and the Office of the Illinois Attorney General. read more