I bought a pair of frye's about 9 years ago- for the first two years they were my every day knock around boots - they are the best boots I've ever owned and after getting them resoled about 4 years ago they still hold up great. I have another pair that I wear less frequently (but still quite a lot) that I got about a year after the first pair and they're still in great condition
BUT - just last month my boyfriend got a pair of Bowry Bals that he saved up for because I talked the company up so much, and they were the absolute perfect style. After wearing them three times the glue attaching the leather to the sole of the show started to degrade and the leather started to separate. He went in to try another pair on, and in the same size the fit was completely different and one of the eyelets had a sharp piece of metal sticking out that cut him.
I could not be more disappointed in how their quality has gone down from when I got mine. Looking at the other shoes, there were defects in so many styles and trying on certain pairs the sizing was all over the place. The leather seems thinner and less durable. A one time fluke is one thing, but for such expensive shoes, seeing this happen again and again is not acceptable. From what I've heard they've started outsourcing their production to Mexico and China, and in the past 6 years their company has changed quite a bit.
I hope they start having a higher quality standard, but until then, I can't trust/rely on them anymore. We returned the boots for a refund and will be looking elsewhere - on the plus side, their customer service was absolutely wonderful, their managers in store were fantastic and very generous and kind. If the product was better quality, I would stick to frye just for their customer service and great designs. But for $400, there are other options.
Review by Helicopter1 month ago
Terrible ongoing experience trying to return a pair of boots I ordered, don't do it to yourselves, don't order from here. The boots don't fit so I emailed the international Frye address listed on the order confirm email...no response....emailed them again...no response. Tried to start an online refund using the Frye website - it doesn't recognise my email address, postcode or order number. Emailed customer services...no response....emailed them again...no response. Two angry tweets...no response. TERRIBLE NONEXISTANT customer service. Will now have to call their US customer service telephone line which is helpfully only open Mon-Fri.
Review by Parkes Customer3 months ago
I placed an order for $400 pair of boots. This was not a sale item; I paid full price. When I went onto the site, it said that I would receive free 2-day shipping, but when I received the order confirmation, it said that it was being shipped UPS. I immediately called Frye (this was within minutes of placing the order) and was told that there was nothing they could do to honor this offer. I then directed them to cancel the order, and they said they couldn't do that. I then sent an email to their customer service department who also refused to honor the 2-day shipping offer. WORST CUSTOMER SERVICE EVER. I will never buy products from them again.
Review by TimCoombs5 months ago
When my boots arrived with light cosmetic damage (a small silver mark on the leather and a loose stitch on the sling), I was afraid of how an attempt at an exchange would go, due to the poor reviews on this site and a few others. Fortunately, my experience could not have gone better!
I had ordered the boots express in preparation for a vacation that's around the bend, and had no idea if an exchange would be possible within my limited time frame. When I reached out to customer service (via email) to explain the problem, they wrote back within 24 hours, immediately apologized and promised to send me a new pair within a few days.
Sure enough, a new pair in perfect condition arrived as promised - an impressive feat considering it was Labor Day weekend and the mail delivery can be iffy at best.
I could not ask for better customer care; my boots are beautiful and true to size (Veronica Combat, size 8, for the curious -- though just to note, I tend to fit well in narrow shoes, which these are); and they wear comfortably so far. I'm happy I took a chance on Frye!
Review by Heezy6 months ago
After excitedly purchasing my first pair of Frye boots last November, I have never been more disappointed. By February, both boots had a hole in the sole. When I made the purchase in the Soho store, the sales woman assured me this pair would "last me a lifetime" and I was making "an incredible investment." The soles are made of leather, which she lied to me about in the store. The one year warranty does NOT include boots with leather soles. The Soho store manager has directed me to the customer service department, who cannot even be reached by phone at this current time. I have never been more disappointed in a company, which is supposed to reputable. My camel boots from Marshall's lasted 3 years; my boots from Frye lasted 3 months.
Review by NotVeryHappy1 year ago
Made to look good but not made to last. Realistically, you can not expect them to be an every day wear or they will fall apart. They started taking shortcuts in the production of the boots and they are not made like they used to be, not made to last. Be warned, in this case you are not getting what you paid for, not even close.
Review by Donde1 year ago
If your in uk do not order these boots from states. The sizing is horrendous. Either to big or small. My usual size felt like three sizes to big ordered size smaller couldn't get them on. Have had to return. As they don't exchange so I've outstanding both refunds 6 weeks on. Keep calling and messaging no response they say haven't received yet I have email showing they have. Order off amazon genuine and can return and shipping is quicker. Over rated boots in my opinion and would never use company direct again. Just hope I can fight for my refund back.
Review by Shantrease Zschernitz2 years ago
I bought a pair of Frye boots which fell apart quite quickly. I returned them and they sent me a note saying they did not accept returns of worn boots. Well if they hadn't fallen apart I would not have wanted to return them! For an expensive boot it was pathetic customer service.
Review by Rachpal Lansang2 years ago
Called to ask about exchange for smaller size and was told I had to call back next day during business hours for price adjustment. Called back because the size I needed was low in stcck, got a different customer service rep and was told no problem however the price reduction would come off after they shipped. Had to call back because the price reduction didn't match original as indicated. Called to return second pair, still too big, the guy seemed like he didn't care. Just the general attitude from all interactions were poor.
Review by CleanShaveMan Strandgren5 years ago
The best customer service experience I have ever had. I bought a pair of boots last year and wore through the soles, and Frye has a policy to resole shoes for life. I got them back in a very quick manner, but two months later they fell apart again. They are my favorite boots, so I was heartbroken that this might be the end. I contacted customer service and they sent me a replacement pair the next day. words cannot express how grateful I am for Ana and their whole customer service team. I am so pleased and so thankful! Wonderful experience all around.
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