Frye

After excitedly purchasing my first pair of Frye boots last November, I have never been more disappointed. By February, both boots had a hole in the sole. When I made the purchase in the Soho store, the sales woman assured me this pair would "last me a lifetime" and I was making "an incredible investment." The soles are made of leather, which she lied to me about in the store. The one year warranty does NOT include boots with leather soles. The Soho store manager has directed me to the customer service department, who cannot even be reached by phone at this current time. I have never been more disappointed in a company, which is supposed to reputable. My camel boots from Marshall's lasted 3 years; my boots from Frye lasted 3 months.

Date: January 28,2024 at 3:31:20 PM EST
To:*******@thefryecomany.com
Subject: Order FRYE-******* confirmed
I called to see if I could get a 9.5 after checking my other boots but the shipments was already mailed. I've marked on the shipment statement the issue I have with these boots. Also on the right top part of the boot it has some bruised leather, wider than the right one and has something white on it. I've taken pictures of the boots. The bottom heel even has scratches on it. I'M REQUESTING A MANAGER TO CALL ME BACK ASAP. I've called your number and no one answers it says to email. I do not care to email I need to speak with a live person.
AND I'VE SENT 4 EMAILS AND 5 PICTURES AND NO ONE HAS CALLED, NOR HANDLED THIS ISSUE

My husband purchased the Melissa bag for me for Christmas last year. Before Halloween this year, the grommet on one of the straps broke. That's right, the metal grommet broke in half while I was out. A $400 bag embarrassed me terribly.
I emailed customer service per their 1-year defect warranty as listed on their website. I received a reply that they do not do repairs. I then replied that all I needed was the replacement grommet so that my expensive bag would match and that I would pay to have it repaired. They don't even carry replacement parts for the low-quality things they sell. Now if I want to have the bag repaired, it won't match. Ridiculous for what we paid for it.
I was so disappointed with what was supposed to be a quality brand with a reputation for cost, but for value. This was my first purchase from Frye, and despite the intent to develop a relationship of brand-loyalty, it will be my last.

I bought my first pair of Frye boots around 2011. It's 2021 and that same pair of boots is still my #1 favorite I wear regularly. I joke that I'll be buried in them. I got the black version of the same boots (Victoria slouch) as a gift and have those in perfect shape after 8 years. Great craftsmanship, quality boots.

I bought boots and what a terrible experience.

1) My boots I bought the tread was falling off so I asked for a replacement. They said do a return and repurchase, which was fine. However, they charged me a return fee.

2) I bought a second pair of boots and when I get them one boot is clearly used and the other is kind of used. I am pissed and call and they say no problem full refund. However, guess what when I go to their website and look at my credit card I was charged a return fee yet again.

Overall, just getting customer service on the phone was hard. Getting a response to an email was harder and the boots are POOR quality.

Just junk boots.

If your in uk do not order these boots from states. The sizing is horrendous. Either to big or small. My usual size felt like three sizes to big ordered size smaller couldn't get them on. Have had to return. As they don't exchange so I've outstanding both refunds 6 weeks on. Keep calling and messaging no response they say haven't received yet I have email showing they have. Order off amazon genuine and can return and shipping is quicker. Over rated boots in my opinion and would never use company direct again. Just hope I can fight for my refund back.

I placed an order on july 26 using a promo code that i got from a friend. The order was confirmed and it was supposed to ship in around 2 days. 5 days later it still didn't ship so i emailed them, waited almost a week and got no response, so i called them. The customer service representative said that the promo code i used was "only for existing customers" and therefore my order will not be shipped. They did not email me anything about this nor did they refund me. When asking the representative about my refund she said i will be refunded within 48 hours. It is now august 9th, five days after speaking to them and i still did not get my refund or any emails about it. Never ever buy from this company they have terrible customer service and will hold your money hostage for as long as they want.

I would give them a zero if I could. I received boots for Christmas. They don't fit, but I cannot return them or even exchange them because my husband purchased them more than 30 days ago. They have a strict return policy that my husband didn't realize (he didn't open the package beforehand). If they really believed in their boots they would exchange them or take them back. Obviously, they don't even believe in their boots so why should you as a consumer. Go to LL Bean. Better quality and customer service - and less expensive. WILL NEVER PURCHASE FROM FRYE AGAIN!

I bought a $300 pair of boots. First time I tried putting them on the inside lining ripped. Contacted the frye company and they offer no warranty. So I just lost $300. Stay away from this company!

The best customer service experience I have ever had. I bought a pair of boots last year and wore through the soles, and Frye has a policy to resole shoes for life. I got them back in a very quick manner, but two months later they fell apart again. They are my favorite boots, so I was heartbroken that this might be the end. I contacted customer service and they sent me a replacement pair the next day. Words cannot express how grateful I am for Ana and their whole customer service team. I am so pleased and so thankful! Wonderful experience all around.

I placed an order for 4 pairs of shoes that were on sale, I earlier received txt message for 25% discount. I was able to combine them. My order didn't process on their end for what ever reason. Later when I still wanted to place an order for other 3 pairs, since they no longer had size for one of them, I called customer service, they told me to sign up for emails. Really? How did I get discount in a first place! No apology, nothing! Oh well they can keep their unsold items.

Imagine an online retailer that is EXCLUSIVELY online not allowing their customer to exchange a pair of boots for a half size bigger. I offered to pay restocking fee and shipping and they just would not budge. The item is final sale but again I'm not asking for a refund just a half size bigger. I don't get it. They still get rid of their inventory and customer pays to get the right pair. Talk about HORRIBLE service. And their customer service line just kept repeating the same thing. Would never recommend buying from a company that wont go a little extra for the customer.

Good luck if you need to return anything to try to get a refund. I was bounced around so many times trying to get an answer on the status of my return when the postal service had confirmed that my boots had been received by Frye on 10/07. Finally on 11/04, Frye told me that their shipping department had never received my boots and that now I would have to file a undeliverable item claim with the post office even though the post office was able to verify in their system that Frye had received it. I spoke with a Cynthia who was supposedly the manager of this ridiculous group of people who call themselves "customer service representatives" who are more than likely a bunch of people who used to work at burger king. Cynthia was rude, interrupted me every time I tried to get in a word, hung up on me, and then refused to take any more of my calls. Cynthia and her team are absolute garbage and should go back to flipping burger paddies.

Called to ask about exchange for smaller size and was told I had to call back next day during business hours for price adjustment. Called back because the size I needed was low in stcck, got a different customer service rep and was told no problem however the price reduction would come off after they shipped. Had to call back because the price reduction didn't match original as indicated. Called to return second pair, still too big, the guy seemed like he didn't care. Just the general attitude from all interactions were poor.

I purchased a pair of Frye Boots recently. When I received them, I discovered they were too small. I promptly sent back. I have been patiently waiting for my refund. I keep getting the run around and have not received my refund yet. The boots were received by Frye when I sent back, however, I have not seen my money. These boots cost a lot of money so I am not talking about a small refund. My advice is to make sure that you order the right size and style because it will take FOREVER to get your refund... if they even send it!

I was sent the wrong boots 3 times in a row see images (left is ordered, right is received). Frye Company refused to make this order right and the conversation ended with "those boots are the graphite pair based on the sku."

Please, avoid this company at all costs.

Images: Order, shoes I received and the pair they match to on the Frye website, and a picture of the shoes I ordered for comparison.

I went as far as to report Frye Company to the FTC for misleading business practices because I couldn't believe this experience and blatant lies about the product. It seems they are offloading less popular inventory in place of more popular inventory.