“I've ordered many sandals and shoes from OTBT over the years. I've been a great customer. I recently ordered a pair of boots, that I was super excited about, in the same size as I always order from their company, and oddly they are much too big for me. I was hoping for an exchange for a smaller size, but because there was a discount applied/sale, they are unwilling to exchange. And they aren't letting me return either. I'm am truly unimpressed. I would think they would at least try to help in some way. Very poor customer service. I will not be ordering from this company again.”
“Extremely poor customer service. I have 3 pairs of OTBT shoes , all size 9 . I bought a pair on sale off the website and when they arrived they were at least 1.5 sizes too big.
Customer service said there was nothing they could do. I just wanted to exchange them for the correct size which they had in stock. As much as I would like to support an American made shoe, I will not due to their customer dis-service department and I will be sure to alert our local store who sells OTBT.”
“I purchased the Homage in charcoal clogs, and the Pangea sneakers. The clogs are made in a way that won’t stay on my feet so I have to return them. The sneakers were way too wide and were sliding off my feet. I have never had shoes that fit so poorly. When I went to return them I found out I had to pay for the return even if I wanted a different size. The cost to return the shoes was $47.00. Be sure before you order their shoes that you are prepared to pay to send them back even if there is something wrong with them. I won’t be dealing with this company again.”
“The sandles I purchased started having wear issues after minimal wear (a few hours and they are practically falling apart). Their customer service said this was normal. For shoes that are over $100 you should be able to wear them more than a few times without having them look months old.”
“I have 4 pairs of OTBT shoes, 3 of which are the same style. I purchased my first pair at an O My Sole store and the other 3 directly from the website. Of the three wedge sandal style pairs, one of them had a piece of the trim peel after the 5th wearing. The woman in charge of customer care had me send a pic of the problem shoe and responded quickly by email. She told me they "do still have this style available in your size and color," and she said I just needed to confirm my address and they would send a new pair "ASAP."
After that email, her story changed. They only have a "30 day warranty on our shoes for manufacturers defects." She went on to offer me a 30% off coupon towards my next purchase, saying she had spoken to her manager and had gotten me this offer.
I expressed my confusion at the mixed messages. After all, these shoes were about $60 a pair and should have lasted longer than 5 wearings. It seems that this woman was on the right track when she first told me they would replace them, but management above her apparently disagreed.
After this, she told me, "I'm so sorry for the confusion. When I went to order it, there wasn't inventory available." She encouraged me to use the coupon on my next order.
Unfortunately for them, I have this entire exchange in writing. I would never buy shoes from a company that doesn't back their products and is blatantly dishonest when speaking to customers. This was one of 4 pairs I had purchased; they clearly should have backed it. However, customer care speaks volumes, and OTBT is not going to get my business again.”
“Bought OTBT shoes to wear as my every day shoe. It's comfortable and stylish but after 2 months my shoes are getting holes on the sides, I've never had a pair of shoes fail so quickly!”
“I do not recommend the shoes or the company. I bought snowbird shoes at the end of June were them to work and they have been unwearable since October. The shoes ended up having a broken footbed. After contacting the company and sending them pictures as they requested. They told me that it is their best seller and they would not be replacing them. I even offered to send them back so they could see what I was talking about. They determined they only guarantee their product for 30 days. Think before you buy. It’s expensive and it may not last you more than 30 days.”
“Why do you say that “Nomadic” style, comes in navy?? I ordered from Canada so paid much more for “navy” sandals after exchange and +++ fees, only to open the box and fin that the sandals are actually a light blue. I would not have ordered light blue shoes. Stop saying that they are navy!”
“I love my OTBT's. I recently ordered a pair that had a strap tear after only a couple of times being worn. I contacted customer service, very quick response and they sent me a new pair. Very impressed!”
“I am a small business shoe retailer who bought Fall River boots from your company, and have bought legally and legitimately with OTBT invoice. Your company then issued a cease and desist recently because I am trying to sell the 2 pairs I have left on Amazon marketplace! I also have them discounted in my store for the past 3 years. No one wants them. Looks like I'm stuck with them now. You hurt small business...SHAME ON YOU!”
“They could not complete my order... Took my money and kept ten dollars!
Claimed my address didn't exist.....I live in a major North American City. Vancouver, British Columbia. My address exists on google maps but not in OTBT world. No other company has problems with my address. I spent two days arguing with them about their inability to use google maps. They totally ignored all my emails to get my ten dollars back that they skimmed in the exchange of currency. Let's just keep ten dollars and not provide a product at all. All PROFIT WITH NO COSTS. Great business model. Must be another way to put America First in Trump's America, skimming money on exchange rates.”
