R. M. Williams
Reviews and Complaints

Subject: Urgent Refund Issue with RM Williams - Request for Resolution

Dear Complaints Board,

I am writing to you after numerous unsuccessful attempts to resolve a refund issue with the RM Williams team. We have encountered significant delays in receiving a refund for a pair of boots that we returned on the 2nd of May 2023.

Although we did receive a refund for a shirt we returned on the same day (2nd of May 2023), the refund for the more expensive item, a pair of boots priced at NZ$799.00, is still outstanding as of today's date. This delay in refunding our payment has caused us considerable concern.

We followed the proper procedure by sending the boots back to RM Williams using the NZ RM Williams Label they provided. Despite adhering to all the required steps, we are distressed by the fact that we have not yet received our refund.

We kindly request urgent attention to this matter. We have demonstrated considerable patience, and we expect prompt resolution and an update on the status of our refund. Furthermore, we would like to know when we can expect the amount to be credited back to our card.

We greatly appreciate your swift response in assisting us addressing this issue. A prompt resolution will greatly contribute to restoring our faith in the RM Williams brand, which we have always held in high regard.

Should you require any additional information or need us to take any further steps, please do not hesitate to contact us.

Our desired outcome from this communication is a prompt refund amounting to NZ$799.00 for the pair of boots. Additionally, we request a confirmation email that details the completion of the refund process, along with assurances that such issues will not recur in future transactions with RM Williams.

Yours sincerely,

Return label: RMA: TK118452848NZ / REF: AU0001758070 BARCODE: TK118452865NZ

Comfort Craftsman boot

B543K_B2FGCP10_

Colour: Tanbark

Fitting: Men: G - Regular

Shoe Size: RMW 10.5 | US M11.5

Qty: 1

Status: Shipped

Track Order: 2164940016580001NAP000AN

NZ$799.00

Nga Mihi

Thanks & Kindest regards,

Dr. Sharon Awatere

74 Avondale Road, Taradale, Napier 4112, NZ.

I emailed 3-4 days ago without a response. I am very disappointed as my friend has been dealing on and off with RM Williams for over 12 months on the phone to try and get a replacement gift card that we gave to him as a gift. The value is $600. I purchased the gift card through Velocity E-store Purchase ID [protected]. I lost the receipt of purchase. Although, I have proof of purchase through my velocity and to your staff has advised that the voucher was still valid (due to covid) and they could see it hasn't been used. This is the second email that I have sent now, I didn't get a response to your first. I would like to be contacted to talk this through as I have clear proof of purchase. Veleocty E-store could not provide me with a replacement recpiept and told me to go direct with you. We have been going around in circles for a while now. Can someone please contact me on [protected]. Or email me. Can this please be escalated to management as I am that frustrated that I will take this matter further to consumer affairs if an appropriate response is not received. A prompt response will be appreciated. Thank in advance.

Daniel Deleo

[protected]@angloitalian.com.au

[protected]

I bought six pairs of boots online from RM Williams during an online sale. I was charged for six pairs. I eventually kept two pairs and send the rest back to RM Williams through their Auckland store. They posted the boots for me. RM Williams refunded me for three pairs but refuses to acknowledge that they still must refund me for the 6th pair. I supplied full visa statements as proof. I have been waiting months for my refund. Customer service has been a disaster and the person on the line was extremely difficult to deal with. I have been waiting for the manager to get back to me and they don't return my emails. I have been a very loyal RM Williams customer for two decades. I am so angry I may never buy any products from this company again.

I recently placed an online order for RM Williams Comfort Craftsman. The boots arrived but did not fit (never worn). I mailed them back and received an email confirmation they were received and accepted but I never received a refund. I've been trying to reach someone at RM Williams by email and phone but have not been able to reach anyone.

This is not what I expected from such a reputable company.

I appreciate lockdown has caused problems for all retail sectors but RM Williams provide zero support or customer service. The store in Soho has a recorded message saying they will not be answering the phone as the store is closed, fair enough but no email or suggestion of how to make contact.
Tried Bond Street, same problem !
I have posted a pair of boots for a refund and clearly there will not be anyone available to take delivery, it is impossible to contact anyone - what terrible lack of support for customers surely an email address or contact details should be given. Especially so soon after Christmas when many people I suspect will be looking for exchange and refund.
Nicola Hood

Around 11/07 or 12/07 of this month, I took my pair of RM Williams boots to replace the puller on the zipper on one boot.
I was given a written quote for $25.00 to replace the zip. I accepted the quote and gave the boots to the shop assistance. I was given a receipt that clearly shown a $25.00 for the zip replacement. I told the shop assistance that I will be back the next Thursday to pick my boots and also to order another pair.
When I went in on 18/07/19, the male assistance that attended the previous week on unavailable. A lady attended to me and she checked her logbook for my repair order. She then said the boot is not ready but the price will be between $220 to $250. I ignored what she said because she was not the person who originally quoted me.
I got a missed call from the shop the next day and a male on the phone told me that the repair cost is $250. I asked how can it be when I was quoted $25.00 and now you demanding $250.00. A ten fold increase. I told him that I'm not going to pay $250.00 to change a zip when I paid $500 when I bought new.
I again received a call today(30/07/19) saying that my pair of boots are back in the shop and or me to retrieve them.
My questions now are
1) can a shop not honoring a quote that was agreed upon.
2) what is my consumer's right?

Hi, i'm a long term rm follower - own 7 prs of boots and multiple clothing items. I have run into many issues with my boots. Needless to say, i'm quite pedantic with my boots and 5 of my pairs have gone back to rm for repairs (some on multiple occasions). One of my rm jackets have gone in twice. While the store staff (canberra) have been super, your customer service staff at hq have been useless. I don't do this usually, but dealing with kylie martin - product returns/repairs has been unresponsive to say the least. I have sent her multiple emails and got nothing back. I also advised her that I would be taking my concerns to a public forum. Perhaps someone who can do something about my issues can speak with kylie, review the issues (there is a complete email string) and then get back with me.

Thanks in advance...
Aj

Bought a pair of these from the New Oxford Street store in London.

My feet had been measured in the store and I was advised I needed a 9.5, G fitting.

Two hours later I noticed that the left boot was pinching my feet and becoming uncomfortable. When I returned home my foot was visibly sore and red.

I called the store immediately the following morning (Friday) to ask if they had a wider fitting available in stock and that I may need to change the boots as they did not fit correctly and I had been sold an incorrect size.

The store manager informed me he did have another pair and helpfully put them aside . I returned to the store on Friday to report this.

My feet were measured again at your store and your sales assistant informed me that my feet were definitely wide and required a W fitting.

I had returned the boots in their original packaging, in excellent condition with the receipt from the previous day.

RM Williams said they would not replace them with a correct fitting pair because they had been worn outside, despite them advising on the incorrect size in the first place.

They emailed Australia and got this response from the general manager there. Absolute disgrace for a premium product.

My husband went into this shop today, he wasn't getting any customer service when he walked in and was looking around, normally the staff come up to you and ask can I help you with anything! He also got spoken to really rude like basically his money doesn't matter. I really don't like it how people on that side of the counter can speak to us how ever they like but once I'm on the other side I will get in trouble. He was also put down because of his build. I don't appreciate their attitude we wont be returning.

I sent the following to RM Williams as I believed I was eligible for their promotion and they have refused point blank to honour (I also have a receipt):
John,
Thanks for coming back to me on this matter. I have looked at your website and cannot see where it states that they must be purchased from a participating stockist. I deal with Goulburn Produce and they are able to supply me with my RM boots (and have done in the past) – why would this not be eligible?
As a long term RM wearer, boots and other merchandise (as well as supporting your brand through corporate promotions with Waratah Fencing in my role as National Manager), I would be very disappointed to miss out here.

His response -
Bruce,
Our website did have the terms and conditions of the promotion and a list of participating stockists but these have been removed as the promotion finished for the Retail division on the 27th July.
All of the local advertising on TV included a list of participating stockists with comments of see in store for details. Radio also had the comments of see in store for details.
Goulburn produce would be well aware that they are not participating.
Unfortunately as they are not part of the promotion we cannot honour your request. This would be totally unfair to the stockist who is supporting the promotion in your area.

The communication trail clearly shows my enquiry and then disappointment on John’s decision on this matter. It is more the principle of the matter rather than the actual coat that concerns me. As a customer of RM Williams I truly believe I am entitled to the free coats given.
They call themselves an Australian company - this attitude is unaustralian! My email is [protected]@onesteel.com

I have only had my RM Williams boots for ten months and worn them for 4 to 6 months 3 to 4 days a week, already one boot has a hole through the sole as big as a ten cent coin. The other boot is fantastic and the leather is solid with no sign of wear and tear. What gives? Boots are $395.00 what happened to quality? Warranty? Never topey sole which i haven't as it is against RM Williams policy but they told me that 10 months is normal for a sole to last and that i would have to pay $100.00 to re- sole ? Expensive boots for low quality and no warranty. I have cheaper leather shoes, with leather soles that have lasted years before even showing any sign of a hole, which i have worn on a daily bases . I think for a boot of quality and a name like RM Williams there should be some backup on quality control or at least stand by their product and offer a full resole at no cost if within 12 months. Rob, At least 12 Months.

i ordered and paid for a pair of boots from the rm williams store at melbourne airport duty free.
i paid by american express us$327/68- on wednesday march 5/2008.
invoice no-ol-022-glof, receipt no-[protected]
abn no-[protected];site no.-[protected]

i have no news of my shoes-i have tried without success-to contact the store on phone.
thank you

nagesh sharma

1.On Feb2 08 at the Collins st store of RmWilliams we put in a pair of boots with perfect custom handmade tapered elegant heels to be re-soled(the heels were perfect and unworn). The heels were ADMIRED by the staff in the shop as they were put in. The staff was interested in how we got RM's to do this special heel on them... ($100 for resoling). Weeks later the resoled boots came back, with the heels replaced with standard harsh craftsman heels.

I traveled into the store again, asked for the heels to be tapered as were the original. Weeks later, boots came back with a minimal taper at the center back, not the proper tapered & minimally higher heel as I described and as were on them originally. THIS HAS NOT BEEN RESOLVED. The boots are spoiled. Fine for farm work but not for the city. The shop blames the factory. I believe the shop did not do the paperwork properly nor bother to listen or note what we clearly asked for. The shop has NOT helped in any way or taken responsibility.

2.On 2 feb, at the same time, ordered and paid in full($100 EXTRA to do it it person!) for boots to be made and the heels to be copied from this pair of rmwilliams boots which we were putting in to be resoled.

IT is now 4 MONTHS SINCE I PAID THE $100 PREMIUM TO COLLINS ST and my boy has not got his new boots which RMWilliams told us would be made with 3 or 4 weeks. This is appalling. The shop has been arrogant and lazy in not specifying what was needed for the 2 pairs of boots.

We are return customers to Collins st. RMWilliams and long term customers of RMWilliams. We have been treated very badly. The shop keeps promising the boots will arrive. I have spent a lot of time complaining and driving in there and so on, also major complaint to the company in Adelaide and was told that I would be phoned by the factory which did not happen.

I dread how the new boots will be heeled. I do not want to go thru the whole episode again. Be warned. Get something better in writing from the shop if you order, give minimal deposit. The ordered boots were the most expensive an d I paid for it all in advance.

We have been ripped off!