Boot Barn review: Exchanging damaged boots

Just a heads up on the difference in managers and stores.

I first purchased my Ariat Rebar Lift boots ([protected]) in Lexington KY, at 2200 War Admiral Way, Suite 110. Lexington, KY 40509
March 26, 2025.
I received them, via UPS at my residence March 30, 2025.

I traveled to Odessa Texas March 31, 2025 for work. After wearing these boots for one week, I noticed the sole was damaged and coming apart from the shoe, on the right boot at the toe. I called the Lexington KY store. The sales lady informed me that these boots should not do this and that Boot Barn will make it right. She was very nice and apologetic. I then stated that I’m in Odessa TX and will not be home until April 19.
She said that I could take them to the Boot Barn store in Odessa. I said, great! I took the boots to the Odessa TX store at
5125 East 42nd Street
Odessa, TX 79762.

I met with the Odessa store manager. She looked at the boots and stated that these boots should not do this. And that she will take all necessary actions to make it right. I stated that I really like the boots and wish to get the same pair because they are so comfortable.
She said that her store does not have my size, but a store approximately one hour and a half away has my size. She could get them delivered to her store in 3-6 days.
I said that would be great! She called me April 16 and said the boots were in her store. I came in and exchanged my damaged boots for the new boots. The manager said that “if the new boots become damaged, you bring them back and we will exchange them”. I said that I hope they don’t because I really like them. She said they are guaranteed for 30 days, and that Boot Barn will exchange them, no questions asked. She was very nice!
I worked the rest of the week in Texas. At the end of the week I noticed that the sole of the right boot, on the toe end is damaged, (second pair) starting to come apart.
Since I’m traveling back to Lexington in three days, I decided to wait until I get home and will take them back to the Lexington KY store.

I took them back Monday April 21, 2025. I showed the manager of the Lexington Boot Barn store the boots and the damaged place on the right boot of the sole. I explained to her the history of the last three weeks with the Boot Barn in Odessa TX and the telephone call I had with the sales lady here in Lexington, and the damaged boots, first pair, that I wish to exchange these for another pair. She informed me that I cannot just keep bringing the damaged Ariat Rebar Lift boots back for exchange. I told her that I was confused…. I said that I bought the original pair of boots here at this store and that I was told of the guarantee for this product.
This manager at the Lexington KY Boot Barn store was the most obnoxious, egotistical, rude, and so very much unprofessional employee, not to mention manager that I have ever witnessed or that Boot Barn has ever hired! This is way out of line for this reputable Boot Barn franchise/store. She stated that she needs the boots now so she can send them in so she can order a new pair in my size.
I stated that I cannot work without safety toe work boots. As I work for the U S Department of Labor, Mine Safety and Health Administration as a safety and health inspector.
I stated that the manager in Odessa TX allowed me to wear the original boots until she received the new boots.
I stated that I may come in this Saturday to exchange the boots but I can’t do my job without safety toe work boots.
She still was adamant about how she can maybe exchange these boots, but that is it! One time only.
I continued to say that I am so confused as to what the difference is for the Boot Barn stores, and mostly of how did she become a manager for this well established franchised store?
With my job, I travel almost every week. It just so happened that this particular week I will be in Florence KY.
I looked up Boot Barn for northern Kentucky.
There is a Boot Barn in Florence KY. I called the store at 7856 Connector Drive. Florence, KY 41042.

I talked to a sales lady Brittany and I explained to her the situation of my work boots, Ariat Rebar Lift, size 9 and 1/2, D and that the sole is damaged on the right boot at the toe. I informed her of the date and where they came from. She informed me that her store in Florence KY has the exact boot if I wanted to bring the damaged boots by and exchange them.
She (Brittany) was so nice! When talking to Brittany, she reminded me of how people should be and could be treated, with understanding, compassion, and empathy.

Just talking to Brittany on the phone, I could tell she is a very humble, courteous, personable, and extremely professional lady.
I believe she cares about the customer and or buyer.
I took the boots in the Florence KY store Tuesday April 22, 2025. The store manager greeted me at the front door. She was very inviting, showing genuine hospitality. She said, you must be Kip Bell”. I said “well yes, I am”. She stated that “Brittany has your boots right here and that you can try them on to make sure everything is okay”. The boots were in fact, perfect. This was the smoothest transaction that I have ever encountered. Speaking on behalf on the Florence KY manager, her ability to take every task with utmost sincerity is easily noticed.
The efforts she puts into delivering high-quality work for this Boot Barn store are commendable.
May she continue the same for all of your customers/clients and buyers every single day for the rest of her management career.

I know that nothing will be done or said, but I think someone with Boot Barn corporate headquarters needs to hear or read this.
Feel free to look at all of my transactions on the Boot Barn membership program, via my cell number. [protected].
As far as I’m concerned, I will not go in or buy boots at the Lexington KY store again.
I just don’t believe in surrounding myself or others with rude, obnoxious people. I’m a firm believer in treating others the way I would want to be treated. Southern hospitality goes a long way.
Life is short, make the best of what time we have.
Sincerely,
Kip D. Bell