Sorel.com

Buyer beware. Purchase policies on website are not honored.
My husband tried on a pair of his buddy’s Sorel’s and loved them; so we went online to buy a pair of his own. I do a TON of online shopping and always read the return and exchange policies, FAQ, etc. Their RETURN FAQ was clear, they do not take returns after 60 days on used items. Got it, no problem. Their Exchange policy reads as follows:
Forums/​SOREL FAQs/​Returns
Can I exchange my
order?
If you would like to exchange your purchase for another item, please return the original item at your convenience, and call a SOREL Representative at 1−888−697−6735. Our team will place your new order with free ground shipping, and your credit card will then be charged for the new product. Once your return is received and processed, your credit card will be credited for the original product price plus any applicable taxes; please note that original shipping, handling or other additional charges are not refunded.
My husband is 43 and is a standard size 12. When the boots arrived, he tried them on and they fit great. He wore them out in the hunting field in thick heavy mud and they started slipping off of his heel. He took them off after just a couple of hours, tightening the strings, etc.
Called Sorel as the exchange FAQ’s direct us to and was told they could not be exchanged. Was told they do not have an exchange policy… only a «return and re-​purchase» policy. And was directed to the return FAQ on their site:
The young lady on the phone was extremely rude, argumentative and condescending and at one point said «regardless of what’s on the website we do not accept exchanges on used items.» After about 10 minutes on the phone with her, a floor supervisor took the call and was just as bad as if I was asking for something ridiculous and trying to return muddy items for a full refund which I would never do.
I was told a manager would call me and honestly, given the attitudes of the ladies I spoke with, I’m not expecting much, it’s clear to me that customer service is not a high priority. Even if they do exchange the boots at this point, this experience was enough for me to never ever do business with Sorel again.