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Business Profile

Online Retailer

YRU

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 60 total complaints in the last 3 years.
  • 34 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/03/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    i have emailed them many times without responses, and when I got my shoes (which said were standard sizing) they were WAY too big on me

    Business Response

    Date: 04/03/2025

    Hello ********,

    We apologize for the lack of communication. We will reach out to you today and take care of the exchange for you. Thanks for shopping with us!

    The YRU Team

    Customer Answer

    Date: 04/03/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ******** ******

     

  • Initial Complaint

    Date:02/11/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered the rawr xd high top converse on Dec 28th 2024 ,it is now feb 11th 2025 ,and the last email I received about a week ago said my order would be shipped within the next week ,which should been last week and I still dont have any type of tracking number or any type of update on what I ordered . I would like what I bought and would like to know what's going on with my order . please help thank you.

  • Initial Complaint

    Date:02/05/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a pair of platform boots from YRU using the shop app on Feb. 2, and went through the whole process with the information I needed. When I paid and got the order receipt both the size of the boots and the shipping address has changed. This part isn't my issue, though. I have made several attempts to contact customer service in the time since, including 7 calls and an email, to try and resolve the above issue. I have not heard a single word back from their customer service.

  • Initial Complaint

    Date:01/23/2025

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed my order January 4 On the 14th I received an email saying that it had shipped out and was on its way By the 20th, I began to regularly, check the tracking number and noticed that *** still claim that they are not in possession of the package Even today on the 23rd, it still says *** has not received the package.I attempted to reach out to customer service a couple times through the same email thread and have gotten zero response I understand larger packages can take a longer time to ship and it can be a bit slower. Im just disappointed. The tracking number is notworking, and the customer service does not seem to be willing to work with me on finding where my package is.Additionally, I have also attempted to reach out to ***, but they have stated they do not have the package and there isnt anything that they can do to help **** would like to attempt to find a solution between myself and the business before making a claim with ***

    Business Response

    Date: 01/23/2025

    Hello *******,

    We apologize for the confusion. You will see movement on the tracking number once it is shipped. On the Mystery Box page, it states 14 business days excluding holidays for shipping. Mystery boxes take a bit longer due to size and what *** can take in a day with all of our other shipments. We will get yours out very soon. Thanks for your patience.

    The YRU Team

    Customer Answer

    Date: 01/23/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ******* ********

     

  • Initial Complaint

    Date:01/14/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order #141915 Confirmed December 8 Expected December 21 UPS 1Z7WA8850394383568 Tracking shows never received. Numerous emails are unanswered. I want my order.

  • Initial Complaint

    Date:12/31/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was given the okay by customer service to return a pair of shoes for store credit. They recieved these shoes over a month ago and I haven't recieved any further information. I have repeatedly contacted the business and they have replied off-and-on, usually blatantly ignoring my messages. When they do reply, they have no detailed information about my specific case. The holidays are busy, but they've had these shoes for well over a month, I doubt they're sitting in a pile somewhere. They've definitely been processed already and I want my store credit at the very least. I've bought from this company for years, and at this point I don't want anything more to do with them. Quite frankly, at this point, I'd like them to cover the shipping cost for sending the shoes back, but since I can't even get what I was told I would, I doubt that'll happen.

    Business Response

    Date: 12/31/2024

    Hello,

     

    We truly apologize for that. Apparently since it was a gift, there was confusion on the order number from our end, however, that is no excuse. We will issue the store credit as well as something extra for shipping and our delay. Our apologies.

    The YRU Team

  • Initial Complaint

    Date:12/16/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased the Detention Hello Kitty-White/Red/Blue shoes size 8 online and never received a confirmation email about my order but the money was taken out of my bank account. I sent in a ticket to check on the status of the order as I found it odd that I did not receive an email from them. I have not heard back from anyone after waiting about a week. I tried calling today to 909-590-0700 & 909-552-8668 only to keep getting disconnected. When I did get through finally I was on hold with hold music for a while to then receive a message that no one was available to take my call and to leave a message. I purchased this item in time for it to be delivered prior to Christmas and am now worried it will not arrive. I am beyond overwhelmed that I did not receive a order number. Please help

  • Initial Complaint

    Date:12/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On November 29, 2024, my daughter and I placed an order for a pair of boots for her (******** ******) with my credit card. For some reason, this business first charged a certain amount, then refunded it, then charged a few dollars more. That is not the issue. The issue is that the boots have never arrived, have NEVER even been shipped, even though the website states that it can take 3-7 business days (which has come and passed). It is impossible to reach anyone by the phone number that is provided on the website - what you get is either a busy signal or some random music, and subsequently to be told by a robot that no one is available to take the call and leave a number and email. Of course you should not expect to receive a reply, because there is no reply. At this point, I want to cancel the order and I want to recover the monies spent because I am not willing to ever purchase from this company again.

    Business Response

    Date: 12/11/2024

    Hello ******,

     

    We went ahead and cancelled your order. Please understand that during the holidays, especially Black Friday, the shipping companies will be delayed. We know we have 3-7 days and yesterday was the 7th day, but we are trying very diligently to get as many orders out daily as possible and are not ignoring our customers. As a small business, we pride ourselves in working hard to be on time, but holidays do set us back a day or two, and we understand that most individuals out there are very much used to big business immediacy that ****** has created. We hope you have a great holiday season.

    The YRU Team

  • Initial Complaint

    Date:12/11/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered the ***** WEB - BLACKOUT boots on December 2, 2024. It is now December 11, 2024 and I've received no shipping updates and my package hasn't even been processed yet. It's been 9 days since I've placed my order. I'm just wondering what the heck is going on? I emailed YRU a couple days ago, but I haven't received a response yet.

    Business Response

    Date: 12/11/2024

    Hello Lily,

    Thanks for the message. If you look at our shipping policy, it takes anywhere from 5-7 business days, which makes today the 6th day, so we are on time with your order. We did post and email our customers that the holidays do create delays, as many companies have posted this as well, as the shipping carriers can only take so many packages a day, but we have made arrangements to have double pickups in order to stay on time. We will work diligently to get out your package. As a small business, we pride ourselves on fulfilling our shipping on time, as we understand many individuals are used to the immediacy set forth by ******, but we thank you for your business and patience with us.

    The YRU Team

  • Initial Complaint

    Date:12/10/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered three pairs of shoes from this place and have yet to receive them. Customer service will not respond to me after several attempts to email them and no one answers the phone when I attempt to call. I have even attempted to reach out to them on their social media sites. They created a label for my order, but it has not been shipped out. I even tried contacting them through Google reviews, and I noticed that everyone on the reviews reports the same issue. This is the second time this has happened with me myself when I attempt to order from them. At least the last time their customer service actually responded to me, but this time I can’t even get a response.

YRU is NOT a BBB Accredited Business.

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