Alberto B.

Purchased a pair of new Keen boots online on Dec-28 for $200.
Received them on Jan-4, so shipping was not bad. But, its all downhill from here on.
The boots were previously used, yes, that's right see the photos.
Called customer service they told me to take them back to the nearest store which I did on Jan-5.
They refunded me and then the store placed an order for another pair via their online system that I paid for in store. They said the new boots would be shipping to me direct.
Two days later on Jan-7 I receive the boots and they are the exact same ones I received the first time! What the heck!
I call customer service again, I was on hold endlessly as the agent tried to figure out how to deal with this (not his fault, he tried his best). I was on the phone for over 2 hours in the end I asked to speaker to a supervisor and was forwarded to someone in their retail division and basically was told to take them back to the store.
What a run around, just unbelievable. Their business systems are very poorly organized, it appears staff are not adequately trained to deal with customer returns and with checking merchandise before it is shipped out. And how is it even possible they ship out the same pair of boots? Lack of communication, between managers and employees? I have no idea.
I purchase many items on line, by far this has been the very, very worst ever customer service experience I have ever had to deal with, just terrible.
I will never purchase anything online from them ever again.
In fact I am now reluctant even to visit any of their stores.
I gave one star because that's the lowest but perhaps also because I managed to squeeze a 10% off online only voucher from them which, I may never use but someone else may enjoy if they so choose.