Was excited when a boot barn opened in the area. Have been purchasing boots from boot barn online and from the Hanover VA store for some time. Ordered a pair of boots and some other items at the new Fredericksburg location for Christmas. When they arrived, we noticed some of the stitching was frayed on the toe area, and was concerned it would get worse over time. Made arrangements to order another pair shipped to store. Was notified they were in stock and ready for pickup within a couple of hours. Went to the store to pick them up.
Was greeted by Miranda who assisted us. Miranda was extremely professional and helpful. She gave us the 'new' boots to check, and we noticed that these also had some stitching fraying in a different area, and that the soles were scuffed up extensively; and had some scuffs on the leather. In other words, worse than the pair we were returning. Miranda explained that customers try boots on and walk around the store with them, which may be why they look worn. She summoned her manager, Karen, for assistance. Karen came over, and never spoke with us, appearing very disinterested. Miranda explained our concerns, and Karen turned and walked away without comment. We stood at the counter with Miranda and after five minutes, asked if Karen was going to return. We had assumed she was getting another pair of boots. We asked Miranda if Karen was returning or offering a resolution, she stated "I guess not"! Miranda seemed embarrassed by the lack of support offered by Karen. Miranda was nothing but professional, and we feel bad she has such a poor manager. We will definitely not return to this store. read more