Sorel

Kaitlyn S 

on BBB

a year ago

Sorel did not deliver a pair of shoes to me, but their tracking system said they did. After a 14 day investigation they said ****** confirmed it was delivered and I need to contact OnTrac for assistance. After contacting OnTrac they confirmed the package was missing and to contact the seller for assistance. After contacting Sorel again, I was told they could not help me because an investigation was already concluded. So Id need to purchase a new pair of boots for them to refund me. To say this is poor business practice and e... read more

RD J 

on BBB

a year ago

It has been over 2 weeks since I placed my order with Sorel. I did not receive a confirmation email about my order and I called to inquire about the status as I have not yet received my order. Unfortunately , Sorel only lists a virtual chat operated by zendesk and a phone number to reach out to a team member. When you call the phone number , it sounds as if you are being passed to a 3rd party operator and they will advise you that there are 15 customers ahead of you and the wait time is 25 minutes. Well, I called back severa... read more

Linda G. 

on BBB

a year ago

While Sorel's return policy LOOKS generous, in reality it is not clear. When they say a return can be made within 60 days, what they really mean is that the shoes have to be IN THEIR WAREHOUSE within 60 days; not mailed out within 60 days; most businesses will accept a return POSTMARKED on the 60th day , not Sorel. Complaints made to customer service are met with a re-reading of the wording of their policy which the customer has to study carefully (or be a lawyer) to really understand. BUYER BEWARE! 

Kellie M 

on BBB

2 years ago

I ordered my order and pay with Apple Pay. My Apple Pay shipping address was still linked to my old address. Rug HR when this happened, I called Sorel and they said there was nothing they can do about it since I already place the order. Mind you this is within minutes. So basically they said, I cant cancel and I cant change the shipping address. They gave me two options, wait for it to ship and deal with the delivery company which deli every company has nothing to do with it or call them back and have it ship back to the hub... read more

Abbie J 

on BBB

3 years ago

I ordered from Sorel on Friday the 11th and the package was set to arrive by Tuesday the 15th because of poor communication the package was undelivered twice and now is expected to arrive Saturday the 19th. Sorel made a poor decision in partnering with the shipping company Lasership and it should be addressed. 

Dawn I 

on BBB

3 years ago

I could have written any of these complaints. My husband ordered a pair of shoes from them in October. They were shipped via what can only be described as the worst shipping company ever, LaserShip. They insist they delivered the shoes to our front door, but we called BS on them, b/c we have front door cameras that show the shoes were not delivered. We went back to Sorel and they have not lifted a finger to help us. Try calling their support line--it's an answering machine that is full! Second rate shoe company, second rate ... read more

Vaughn C 

on BBB

3 years ago

My experience with Sorel was very disappointed. I purchased a pair of winter boots and recieved a used boots (dirt and rock on the bottom). I contacted Sorel customer service and my only option was a refund and the inconvenience of dropping the package to the *** store. This was unacceptable the way they treat their customers. 

Pouyan 

on BBB

3 years ago

I ordered a pair of shoes from Sorel on 11/18/2021, and it was supposed to be delivered after 4 days with LaserShip. After more than 10 days, the package still hasn't arrived and it hasn't been updated in more than 5 days. When I contacted Sorel's customer service, I spent more than an hour on the phone with them and the issue still isn't resolved. They kept telling me to call LaserShip and resolve the issue with them. Why is it my responsibility to contact the company that they contrated with to deliver my package on time? ... read more

Yeira B 

on BBB

3 years ago

I placed an order with the company and they were quick to send the package. When I went to get my package on 11/8/21 in the mailroom after receiving the image from Lasership stating that it was delivered, there was no package to be found. So I have been calling and making reports with the company for over 10 days not and nothing has been resolved. I just get an, " I am sorry, " response and nothing else. They said that it takes ***** business days for the investigation to be complete and for them to give me a refund. After r... read more