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HollyLolly 02-13-2013 03:06 PM

Sheplers Customer Service *Long, long, super long rant!*
Hi guys,

Just a quandary really, well, I live in the UK, and I find it difficult to locate shops that stock cowboy boots, hats and the like. So, a couple of times, I've looked at Sheplers, as they ship internationally, and have a massive range.

Well, I've had a spot of bother with them.

The first time I ordered, they sent me a confirmation email saying my order had gone through. I waited weeks before I finally contacted them. They said there had been a problem with the order and they hadn't sent it (hadn't charged me either, but still...) If I hadn't have contacted them, they wouldn't even have tried to tell me. This was about 2 years ago now.

The next time, I was looking for a particular hat, and I asked if they could send a link if they had anything like that. They sent me a link for a search of all brown cowboy hats... If I wanted to search for any old brown hat, I'd have gone on the site, and searched for a brown hat myself... If they didn't have anything similar to what I was looking for, why didn't they just say that?

Then, recently, I decided I still really want some cowboy boots (I'm wearing at the moment English boots to ride Western, which look dumb haha!) So... with it being nearly my birthday, my Mum said she'd buy me a pair (Yay, Mum!) So, I find the perfect pair (well, they look perfect, it'd be nice to try them on first, but beggars can't be choosers!) And I order them. This is in the middle of January. They weren't cheap, but they look and sound great!

Well, the UPS guy came several weeks ago, but said that I needed to pay another 30. I thought it was a scam, because I'd already paid full price (and like I said, not cheap) So, my Mum (who answered the door) turned him away, thinking it was a scam. So, that night I try to ring Sheplers on their international number (and I checked, it was the middle of a working day for them, not night time haha) no answer. So I emailed them, querying the additional fee. They said that that was up to UPS and sent a link that was on their site already, I just hadn't seen it due to the fine print (and my excitement over the boots!) which stated that international deliveries could incur additional fees and it was up to the Currier to decide the fee (even though I'd already paid postage and packaging!)

Anyway, so I said to them in a round about way "fair enough, I will have them and pay the extra 30, please can you ask the currier to bring them back and I will pay" And they responded to say that that was fine, they'd contact UPS and get them to bring them again.

I waited quite a while (at least a fortnight), and nothing. So I contacted them a couple days ago to ask where they are. They said they'd contact UPS. I have still not heard anything from them.

Gah. I just want my boots. Preferably by my birthday too! (end of this month. I'm not a big celebrater of my birthday usually, but I'm super psyched for these boots, which I have yet to receive :-P)

Nightside 02-13-2013 03:38 PM

Goodness I never thought about t being difficult to find cowboy boots! Every store that sells apparel in my town also sells cowboy boots, and of course a few specialty stores with nothing but cowboy wear. Sorry to hear it is such a hassel! Hopefully your boots arrive soon!
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HollyLolly 02-13-2013 03:49 PM

Thanks Nightside! It's so difficult to source ANYTHING western over here! It's super expensive too over here, but I just love it in comparison to English. It'd be so lovely if I could just walk into any clothes shop and at least find a few pairs of boots hehe But no (unless you count tacky fashion boots made in some third world country that aren't even made to walk far in, let alone ride in and muck out stalls!)

Nightside 02-13-2013 04:17 PM

Mine are simple and were bought to show in, but since I don't show anymore, they are my all around boots these days. They have held up for two years, aside from a little cracking, they oil up nice enough to go out in with a nice pair of jeans. Yeah, that's me getting dressed up, for the most part. They are simple, but soft and comfortable.

I know what you mean about the fashion boots. We had a restaurant called Cowboys and the uniform was jeans and boots. You could tell which waitresses had the cheap, colorful boots with cardboard leather and which ones just dusted the poo off their reliable boots to go to work.
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bsms 02-13-2013 04:19 PM

I've had good luck with Sheplers, but I'm in Arizona so I don't have to deal with international shipping. Once it goes out international, there is a limited amount Sheplers can do (besides accept returns, etc). Things like customs can add fees that Sheplers can't keep up to speed on, or duties. There may be problems in making sure of UPS charges far enough in advance to advertise shipping charges on a website, but I don't know that for certain. I do know I've sometimes had unexpected duties imposed while I was living outside the USA, or on stuff coming into the USA.

HollyLolly 02-13-2013 04:42 PM

To be honest, I think they're probably usually pretty good, I've just had some rotten luck with them. Bsms, you're probably right about duty/customs, and it's my own fault on that part, just didn't see the fine print (think I need glasses haha) I'm just fed up of waiting for them now!

It's a shame I can't just pop into my local shop or tack shop and pick a pair up (the most they sell are English long boots, joddy boots - yuck, I hate them - and muck boots. All of which are all well an good... If you ride English OR you just want some sturdy boots just for mucking out.)

I just want my boots hehe I'm not even planning on buying loads of pairs, just this pair, this one time (hoping they'll last some time with good maintenance!)

Cacowgirl 02-13-2013 06:11 PM

Have you contacted UPS? Since you declined the order at your door, the only recourse might be a tracking number?

HollyLolly 02-14-2013 04:13 PM

I've heard from them today, they said that UPS have taken it out of the declined area and are going to re-deliver. Yay, boots! Hehe.

tinyliny 02-14-2013 04:37 PM


next time contact me or another member in US or Canada and maybe we can swing a deal to puchase and mail privately. That's crazy what you went through. I do think, that it could be as much the UPS 's fault as Sheplers, tho.

may I ask what kind of boot you bought, and the price? and the shipping cost?

HollyLolly 02-17-2013 03:47 PM

That's a really kind offer tinyliny, thank you :) They're these ones:

Durango distressed cowgirl boots - Sheplers

They cost $110, and $40 shipping. Plus they'll be another 30 when they're delivered apparently tomorrow (eek!)

I know they're not amazing boots, but I think they look quite nice, and they cost a fair bit too (well I think so anyway hehe!)

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