Avoid Danner - Terrible Experience

[375hunter]

I made a post about 2 months ago about my excitement of Danner bringing back the Elk Hunter Boots. Unfortunately I have had a terrible experience with them over the last few weeks I wanted to share - Below Is a good portion of the email I sent to them:

To Whom it may concern:

I am writing to get resolve over a terrible experience I am having with your returns and customer service. I purchased a new pair of Danner Elk Hunters. After waiting almost 6 weeks on delays I finally got them. I tried them on and walked approx. 1/4 mile on sidewalk around the subdivision our house is in. They rubbed my heel, didn't feel good, and a little big so I sent them back.

I received a call today that because I had "worn them" outside I would be getting no refund and furthermore couldn't even exchange them for a different size!!!! Was told that I could only wear them around the house to test them out. So your telling me that I am going to buy $250 boots made for hiking mountainous terrain without even being able to try them out!? That is the most ridiculous thing you could come up with. If I had torn them up on rocks and on a mountain that's one thing - but they were worn on a sidewalk! Further more I was given the phone number for a supervisor to speak with and was told they couldn't transfer me to a supervisor and I had to call the number. When I did, it was the wrong number! I called back the general customer service number and was told Yea I can transfer you to which it went to a choppy voicemail.


I went forward and wrote a lot more that I won't share here. But to say I am upset and frustrated is an understatement. I know that no matter the resolution I will never be purchasing Danner product for the rest of my life.

 

[Hilltop]

375- I'm sorry to hear about your experience. I just recently bought a pair of Danner Pronghorns and love them. They are probably the most comfortable boots I have ever worn. I am guessing larger boot manufacturers have been burned a lot by people buying boots for a hunt and then returning the boots after the hunt. I always buy boots at a store so I can try them on. Cabelas has a small rocky hill where you can climb up and down in boots to see how they will feel. Makes a difference to me.

 

[Don K]

From their website...........

Tips for the Perfect Fit

Measure both feet. If one foot is slightly larger than the other, select a size that fits the larger of the two.
Consider the type of socks you’ll be wearing with your boot. For thicker socks, you may want to select a half size larger than you normally wear.
When you do receive your boots, we recommend first wearing them indoors for a few hours to ensure they’re the right fit.

Free Return Shipping
Rest assured that if the boot you receive doesn’t fit correctly, we pay for return shipping back to us. You can order with confidence knowing return shipping is always on us.


Dont see anything about not wearing them outside

 

[Don K]

And I am sitting on a 60 percent off coupon for any one product Danner makes. Was thinking of grabbing a pair of boots...........

 

[Hilltop]

And I am sitting on a 60 percent off coupon for any one product Danner makes. Was thinking of grabbing a pair of boots...........

If you don't want it, I'll gladly give you a few bucks for it. My son needs a pair of new boots.

 

[tdcour]

I really like the dinner boots. I had my pronghorns for three years and they were really comfortable but too wide for my narrow foot. Hopefully they help to rectify the problem and don't lose your business. My dad has had three or four pairs and likes all of them. Won't buy anything else actually.

 

[WapitiBob]

Sounds reasonable to me. The boots are worthless to them after they're worn outside.

 

[BigSurArcher]

I don't think it's a matter of what the boots are made for vs. the amount you used them. It's simply the fact that they can't put the boots back into their inventory if the soles show any wear. A sidewalk will quickly knock down the crisp edges of the soles and just like that, they can't re-sell them as new. Their website explains the condition in which they will accept a return for a refund. I'd be surprised if there wasn't paperwork that came with the boots that gave the same info.

As far as getting them to make an exception, the very best thing you could do is have a polite conversation with someone over there. I can't stress the "polite" part enough. While you are customer and they "should" be the ones being polite to you, it's simply human instinct to go on the defense when confrontation arises. Technically, the boots don't meet the return criteria set forth by the company. The employee's decision to deny the refund is backed by the company policy, which makes it very easy for them to go about it with a "no means no, next in line please" attitude when someone makes a confrontational complaint.

With all of that said, it's not too late for them to make an exception in my opinion; but it will require some work on your part. Whether you're an employee, a customer, a business owner, or the president, admitting you overreacted or were wrong is hard. BUT, it creates an emotional connection and eases tension with whomever you are admitting to. Once the tension has eased and the connection has been made by your doing, it's human nature (once again) for the other party to do what they can to return the favor. In this case that would be making an exception outside of policy.

They might not be too thrilled if they read your complaint out on the public forums though, since they are essentially getting bad press for following through with an industry norm policy. You may just need to save these tips for next time!

 

[NVBird'n'Big]

Well said Todd! 375 please listen to this, BSA knows what he is talking about, that's for sure.

 

[mattdeere]

I did the same thing with a pair of Danners I bought from Cabela's and they exchanged them with no questions asked. My advice: next time buy them from Cabelas's.

 

[Never in Doubt]

I too bought a pair of boots from Danner and was upset when they began to come apart much much sooner than boots even hundreds of dollars cheaper should. They disagreed and I won't be buying any more of their products. Danner is a highly praised company, but based on their unwillingness to work with me on something I felt was low quality I am not interested in giving them any more of my money.

 

[Don K]

Hilltop,

I most likely will use it but if I don't I will let you know and you can have it. I don't see a expiration date on the coupon so I plan on waiting a bit here before I decide.

 

[Bughalli]

Yeah, I feel your pain. I have a box in the garage full of boots. Most are fine for basic trail hiking, but they tear up my feet on the steeps. One of those pairs of boots cost $400!! It's frustrating to not have boots fit, but tough to tell the manufacture it's their fault and should take them back after being used. It's pretty common for them to say you should only wear them in the house. More often then not the used boots can't be re-sold. They can't take a total loss because your feet don't fit them.

I would consider buying from retailers that have a 100% satisfaction guarantee with no questions asked (Cabelas, REI, LLBean). Plus most of these guys have a "used rack" or "bargain cave" etc where they can resell them to recoup the cost. So it's not a total loss and they are more willing to work with you.

 

[Gr8bawana]

Unless you live in the middle of nowhere and have to order from catalog it's hard to beat going to an actual store and try them on.

 

[OregonJim]

I think BSA hit the nail on the head.

The Danner policy is pretty much the industry standard with all shoes.
I have had both boots and running shoes that didn't feel good after a few miles but I acknowledge that that is on me and I just use them for shorter outings.

Cabelas is the exception rather than the rule on return policy.
I wouldn't purchase shoes or boots without trying them out in the store.
If I were to take that chance, and purchase on-line, I would go with Cabelas because of their return policy.
In fact I have picked up a couple of Bargain Cave pairs over the years because of their return policy.

Quick story on customer SVC,
I recently purchased about $2500 in bumper and winch from a company here in OR.
There was a serious glitch and I was pretty upset.
First attempt at resolution didn't cut it.
Second call, I got the owner. I explained how reputable his company was and how I went with them because they were "the best".
I walked away with a huge upgrade (much more than I asked for) and nothing but great things to say about the company.

Stay calm and professional and you will get much further.

And IMO Danners are pretty darn good boots although my latest pair of Pronghorns was set aside after about 10 miles last week, in favor of my well worn Cabelas Elk Hunters. Although they hurt my feet I am not done with them.... they probably just need more break in.

 

[bigrack]

I have had nothing but trouble with Danner also. What is the difference if you walk around the block or 15 miles in the mountains if they hurt your feet they hurt your feet! I had a pair that one of the boots completely fell apart some kind of failure with the leather. I took them to the Danner store they told me they would have an engineer look at them and they would get back to me in 14 days. I asked the lady standing next to me if she could tell that the leather had failed she laughed and said it was was obvious.
Spend a little more and get a much better boot and service. A friend bought some Shnees and broke a hook they replaced the boot overnight and when they received the faulty boot sent his money back also. He bought another pair!!!

I think BSA hit the nail on the head.

The Danner policy is pretty much the industry standard with all shoes.
I have had both boots and running shoes that didn't feel good after a few miles but I acknowledge that that is on me and I just use them for shorter outings.

Cabelas is the exception rather than the rule on return policy.
I wouldn't purchase shoes or boots without trying them out in the store.
If I were to take that chance, and purchase on-line, I would go with Cabelas because of their return policy.
In fact I have picked up a couple of Bargain Cave pairs over the years because of their return policy.

Quick story on customer SVC,
I recently purchased about $2500 in bumper and winch from a company here in OR.
There was a serious glitch and I was pretty upset.
First attempt at resolution didn't cut it.
Second call, I got the owner. I explained how reputable his company was and how I went with them because they were "the best".
I walked away with a huge upgrade (much more than I asked for) and nothing but great things to say about the company.

Stay calm and professional and you will get much further.

And IMO Danners are pretty darn good boots although my latest pair of Pronghorns was set aside after about 10 miles last week, in favor of my well worn Cabelas Elk Hunters. Although they hurt my feet I am not done with them.... they probably just need more break in.

 

[In God We Trust]

If you buy boots for 250 plus you expect them to not tear up your feet after walking around the block at your house. I would be hot as well if I was given the run around by Danner. I have a pair of Danner pronghorns that I use for late season elk hunting and they are great boots. If I do buy another pair and they turn out to do the same thing to my feet and I get the same treatment from Danner I will just buy Hanwag or Meindl from here on out. I use a pair of Meindl Denalis for early season hunts that cost 300 and they are the best boots I have ever worn. My point is Danner provided the guy crappy customer service after he purchased a pair of boots at a premium price.

 

[OregonJim]

I hear what you are saying IGWT,
I think I would have a different opinion if this was a defective boot but it was a case of wearing shoes outside after purchasing shoes on line (or over the phone) and getting the wrong size.

Let me "try" to put it in perspective......
You spend 50K on a big pickup and after 150 miles you don't like the fuel economy you are not taking it back, or if you buy that set of tires and don't like the road noise after just three times around the block....... Even Les Schwab is probably not taking them back.
I don't think anyone would expect to be able to return either although there are always exceptions to be made.

Now if you communicate by phone or even better in person, and you keep moving up the food chain, while being professional...... you might just get them to make an exception.

Thats all I'm trying to say.

 

[WapitiBob]

I buy my boots at rei so I don't get hassled when I return them when they leak. Returned my two year old boots just before archery season this year. Full refund minus my 10% dividend.

 

[Team Kabob]

REI's return policy has changed. But, my last set of Lowa boots were ordered from there.