I purchased a pair of boots for my fiance' for Christmas. They were too small and we had to return them. Sheplers' received the return on Jan 15. I called a few days later and asked when the exchange would be shipped out. I was told "within the next 2 days".

Two weeks went by and still no boots. I called again. They processed the return incorrectly, corrected it (ostensibly) and told me they would ship them out that day. The following day, I received a notification that my card had to be reauthorized before the exchange could be shipped... bear in mind that I had already paid for the boots and the purchase prices had not been refunded to me.

I called and asked why they needed to reauthorize my card when they have the money for the boots and never refunded it to me. I was told by the accounting associate that "behind the scene they have partially processed a refund and to cancel that transaction and fully retrieve the payment, they had to reauthorize my card". I found that to be odd and had never heard of such a thing but it was either that or they were not going to ship the exchange. I reluctantly agreed to allow a reauthorization and I was assured by the accounting associate that the fee would not be debited from my account... and it was (of course!).

I called Sheplers as soon as I saw the charge and spoke to a supervisor. The supervisor told me he would release the authorization hold on the pending transaction. The money should be available to me either immediately or the following day. Of course, it wasn't. Two days later, the pending transaction settled and Sheplers completed another debit of my account for boots I already paid for.

Without getting into the details, 4 days later, I still don't have my money. I have spent endless hours talking to Sheplers via email and on the phone to no avail. I keep receiving promises of a refund which takes "2-5 days" (although they can charge my account instantly but can't issue a refund for 2-5 days) and it appears they are going to take all of the 5 days and I expect even more. They blame the financial institution for the delay... my financial institution is great... I assume the incompetence lies with Sheplers.

Anyway, they are rude and incompetent. I implore you not to buy anything from Sheplers. It will cost you time, aggravation, frustration and money. This organization is incompetent and customer service is deplorable!

How can they stay in businiess with such poor service?

, For the record Item number is O36U41, MAP (Munimum Advertisex Price) is $395.95, you marked the item up by 20% then discount the product by the same amount which brings you right back to the MAP price. #iamaninformedconsumer, #dirtytricks, #badbusiness

Having purchased through Shepler's many times I have always been satisfied with the customer service, range of products and the prices. Products have been of good quality and has had semi-fast international shipping (I live in Australia). However, my opinion on this company has been tarnished at their expense and mine.

Upon each of my previous orders, payment was taken and deducted from my creditcard upon check out and confirmation email has been sent confirming the order had been processed and the orders will be posted shortly. However, I have now waited 3 weeks (again) for my order to arrive only to discover in my emails that the order had been cancelled only stating it was a credit card authorisation issue.

Firstly, it is the correct card details. Secondly, I do have sufficient funds to also include the currency conversion. And thirdly I have used this creditcard before on this website. I have also been refunded the exact cost of my order (including postage costs and currency conversion from USD to AUD) back into my creditcard.

This is the second or third time this has happened.

Each time I have approached them regarding this inconvenience they have been informal and immediately jump to saying this is my issue. The order was paid for on check out in the correct AUD. They have no reason to cancel 3 weeks AFTER PAYMENT. As well as that, should a cancellation of order occur due to creditcard issues or anything similar, they should not take nearly a month to follow up. I have in this time been waiting on my order.

I intend to contact them again on this issue and hope for a better response from them.

And before anyone asks, my creditcard has no iddues at all. I use this on a weekly basis both in stores and online with no hassles and have even replaced my card once as Sheplers told me it was card at fault.

Having serious doubts whether I should continue to order from this company.
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Second complaint.

Many items do not ship internationally or specifically to Australia.

Often I purchase items through this site as there is more range and better prices through this company than I am able to get in Australia. Yes, even including the currency conversion, it is still often cheaper to order through this website than purchase the same or a similar item elsewhere.

I understand due to Australian customs and border security many items are considered prohibited (skins and leathers alike). However, there are some boots also available in Australia for as much as $50-$100 AUD more through other stores and websites. But usually if we see a cheaper price elsewhere, that is where we order from, yes? Well, as a matter of fact, some items completely legal in Australia, Shepler's still will not ship here leaving me to have to spend as much as an extra $100 plus postage to buy through other sites or in stores around the country. They have no reason to not be able to ship these items. Example: I was looking to buy a pair of Ariat Fatbaby boots (particular design hard to find in Australia). After looking at other sites and shops I found that although located in the USA, Shepler's still had a better price (including currency conversion - would save me $80 purchasing through here, not taking postage into account). However, after processing the payment and being approved and receiving confirmation, 2 weeks later I was advised it was cancelled due to not shipping to Australia. Which again is ridiculous because many of their competitors in Australia, The United States and around the world still post here.
Sadly I had to bite the bullet and purchase elsewhere costing me $120 AUD MORE!

I am a university student and on small, casual income. I much like many people can not afford to throw money around without a care. I am saddened I had to pay so much extra especially since there are no legal restrictions in purchasing this item internationally (other websites post it and some stockists in Australia. Have purchased many leather goods internationally without hassle.

Shepler's has a lot of talking to do regarding these limitations, cancellation of orders after the approval and confirmation of transactions and the poor customer service they offer from time to time.

Always loved this company but now am thoroughly disappointed, annoyed, frustrated and angry.

Sincerely,

Loyal customer who is tired of their b*llsh*t