I took my 83 year old father to this store on Saturday, 2/11/17. He had specifically requested to be taken to Jackson's to purchase a belt because "they have the best ones" and dad had purchased all his belts for the past couple of decades from Jackson's. Dad has to utilize a walker due to age and debilitating illness. He found a belt and, while checking out, proceeded to ask the female cashier more information concerning the sign about custom-made holsters. She seemed beyond disinterested, did not make eye contact or smile. She simply told Dad "it's downstairs." Clearly she saw he was using a walker. She did not follow up or offer an alternate way to access the area downstairs. She continued to repeat yes it's downstairs. And there was a male associate behind the cashier, leaned against the counter. These two associates were two of the most lackadaisical, UNHELPFUL people I've encountered in a privately owned business. This store has been around for decades. My dad has sunk alot of money into their merchandise, mainly sterling silver belt buckles and leather belts. Finally, the female got a clue and told my dad we could "drive around to them back" if he couldn't get down the stairs. Seriously. He has a walker. It doesn't take a rocket scientist to figure out if he needs a assistance walking, it is most likely not possible to go down a flight of stairs. But it took her a few minutes after I told dad I didn't see an elevator, etc to mention another access. She did, however, tell him the prices right away. I found this rude and degrading to my elderly dad. These two sales associates looked to be in their late 40's or early 50's so I can't blame their rudeness and lack of customer service skills to age. But I can guarantee we will NEVER go back. I found my dad a holster from Amazon for about $165, about the same price range the disinterested female quoted. So dad's money when to big business rather than patronizing a locally owned business because of flat out staff rudeness. Had dad been 40 or 50 would they have been nicer? Who knows? But it was a HIGHLY disappointing experience, considering the locals like my dad who was born and raised in Asheville was treated this way when the economic doors are opened wide for every outsider who wants to move here. read more

Terrible customer service. Purchased two pair of boots for grandchildren in Florida decided to return boots. Grandchildren had never seen, boxes never open since leaving store. When elderly lady clerk ask if refund or exchange and we stated refund. Elderly lady clerk took me back to the boot shelve area, opened box and looked at heels like that was a comman practice, clerk said it looks like they have dirt on them. We in turn said these are for children who live out of state and they haven't been out of box. Lady turns around and tells clerk to wash the boots off. Then proceeds back to the counter and charged to restock, without being told when bought or when she was doing refund that there was a restock fee. For what??? Questions?? We were handed a receipt to sign for return. In response ask to look at other receipt and elderly lady stated there is a restocking fee. Why were we treated like we were returning used merchandise ? Then charged money that we were not told we would be charged? Did we buy second hand boots? What happen to being kind to the people that bring money to your store? NEVER would I go back to this store or recommend anyone to go there. Communication is important, let the customer know what to expect. Why would you pay someone to put something back on a shelf to sell again? Terrible experience. read more

I don't think the people at this store care if you shop there or not. I wish there was more competition for this type of business. I have shopped there on and off for fifteen plus years, but only because they had something I couldn't easily get elsewhere. They are just not very sophisticated about customer service. They will smile and say hi, but that's about it. read more

I have no idea why someone would give this store a bad review. My husband and I visited today and were very impressed with the service, selection, and prices. My husband recently joined the Single Action Shooting Society (SASS) and needed a complete outfit. We met "Bulldog Jackson" (the owner, I presume) downstairs in the leather shop who showed us all the historical western clothing (nice selection!) and ordered a beautiful custom Buscedero Belt, with two holsters. They had a great selection of boots and beautiful leather saddles and tack. We can't wait for our next visit to Asheville. We'll definitely be back! read more

I ordered from Jackson's online and I will probably not order from them again. To begin with I thought the shipping costs were a little high especially when most companies ship for free when you purchase over $80. The second thing is that the shipping took forever! Then the third thing is when I called the customer service number to check the status of my order, everyone I spoke to was SO RUDE!! I would not recommend to a friend! Buy your boots elsewhere. read more

Terrible!!!! I wouldnt recommend this store to anyone! They are overpriced and rude! They charge a 5% restocking fee for returns! On top of it all they were no help! They even talked bad about other suppliers!!!!!! NEVER GO HERE!!!!!!!!!! read more

Only an idiot would think Jacksons was customer friendly. Was there today, unfriendly greeting, meaning none. A guy was playing with his laptop as always and a woman unpacking boxes. I spoke to both and they just " glared" a me. Went to the leather shop and was treated good by Johny. I took my purchases upstairs and was looking for a Stetson, asked for help told they were busy. I was in the hat area and the employee there just left, asked for help, got an " I'm busy " as she went back to putting up stock. Every time I've shopped here over the last few years it's the same. I am done and would not recommend Jacksons to anyone I liked. NO SERVICE, NO SEVILITY JUST PICK WHAT YOU WANT AND GIVE ME YOUR MONEY! read more

This is the first review I have ever written and it's due to the horrible customer service we have received from this store. The first week of December we ordered and paid for a pair of "in stock" boots from this store's online website for our granddaughter's Christmas present. The day after I placed the order I sent an e-mail which included all the order information requesting a way to track the status of the order, I received no response. A few days later I sent another "second request" e-mail asking for the same information. I received this reply on 12/8, "Your boots are coming in from the factory located in California, they should be here by mid-next week. Once they have arrived we will relabel them with your label and out the door they go to you.", which I was later told was the way things usually worked. So it appears they didn't even bother to check the status with the factory at that time. On 12/15, when I had not yet received e-mail notification that the boots had arrived in their store, I started to get concerned, so I sent another e-mail letting them know that time was short and I was afraid that the boots would not make it to us in time for Christmas, and asked if they recommended I come to the store to pick them up, which would have been no problem, another no reply!! On 12/18 I called and explained the situation to an individual who ask me to hold while she checked on my order. I held for over 10 minutes and finally had to hang up and leave for an appointment. I called back after my appointment and was told that the order for our granddaughter's boots had been cancelled because, although they were in stock at the time of my order, they were no longer in stock - go figure, how can that be right! I asked that after all my e-mails, why was I not informed earlier so we could possibly look elsewhere for the boots. I was told that they had no idea that the order had been cancelled until I called to inquire, and they in turn called the factory - great communication these people have! So, evidently the boots were not actually in stock - they had to be ordered by the store's personnel from some factory in CA and by the time that was done the boots were no longer in stock at the factory. If personnel in the Asheville store had bothered to contact the factory after any one of my previous 3 e-mails this situation could have been avoided. What's more, when I asked for the managers name I was given a fictitious name. The only satisfaction offered was by a different individual and we were told that we might get our refund faster if we came in to the store and at the same time might find something else for our granddaughter Christmas present. Well, that just didn't cut it - the boots ordered were the boots she wanted and now it's too late!!! read more

Couldn't be happier! I went to just look and honestly compare prices. I found 3 different boots, 2 different women stopped ask how I was doing, and one with out asking mentioned how the boot was to fit. This entire time I thought if the heel slips then it was to big, nope I learned just the opposite. I loved a pair but not in my size, and a woman looked up stock from the dealer, and it was in stock! While she wrote up my order (which is NOT extra to order a boot) I wondered into the tack area, and holy tack gods, there is everything. The girl that was moving saddles (don't know how) she's tiny but moving these saddles like they weighted nothing. I asked so many questions which she probably was laughing at me in her head, but never the less stayed and answered in terminology I actually understood. She recommended different barn to enjoy trail riding and/or lesson and actually gave me names and numbers. She showed me helmets that she recommends, she said that no matter what your doing, get a helmet. She explained why some were in the $30 range and others in $200+ range. She walked with me up front showed me jeans, which I didn't know the inseam in most jeans are double to tripled stitch and can rub you, she showed the brand of jeans that were singled stitched. I stopped and asked a younger gentleman a question about the men's Carhartt sweat shirt, he told me his sizing so I could compare to my husband. I commented on his tiny laptop he had on the counter, and found out he runs the website, and he was updating stock. The older lady behind the counter was very sweet, when I asked (after hearing the girl in the tack refer to her as mom) about this being a family business. The girl in the tack and the gentleman on the lap top are the 4th generation and it opened in 1938. I couldn't believe I stumbled across a true mom and pop store. They are one of a kind, and family actually works there. You will never find that any where. I complimented the people who helped, and the pride in the older woman's eye couldn't be missed, I knew I was talking about a few of her children but she showed true motherly love for the other employees. I was truly an honor to go there. It's a pain in the @$$ to get there (to no fault of theres) but they can give you directions to any where. I was headed to the Biltmore, and they gave me a detailed map, wrote the directions, and I got there without any trouble. A+ for Jacksons and all who have the pleasure to go there. read more