Complaints

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.

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 been getting the run-around from customer service for days now. I have retained hours worth of ************ conversations with the ShoeDazzle staff via the ******** messenger platform and have been blatantly lied to. Despite having been a customer for years, I was suddenly not able to access my account and was not able to get password reset emails sent to me. I contacted the company in December 2024 and was told there was no record of my account by at least 4 different employees. I received an order from ShoeDazzle in October of ******************************************* December 2024 when I was unable to log in and skip the month, however still continued to claim (from several employees) that I had no account with them. If I have no account, please explain my recent order and the recent credit card charge. I spent hours of my day in the chat with various agents who continued to give me false information. I was also told the charge on my credit card from December 11th 2024 was a failed charge. It is not a failed charge because it still appears as a charge - a withdrawal - from my credit card which has never been reversed even now as of January 3rd 2025. When I finally got some help from the customer service and asked go have my account cancelled due to frustration, I was assured they were canceling my ShoeDazzle membership. Lo and behold, they cancelled by ******* membership, which I believe is their sister company but this is not the account I wanted to cancel. I asked at least 10 times for help getting a manager, to speak to a supervisor, or how to get in touch with a higher up and was continuously ignored in my requests. At this time I still have a fraudulent charge from them on my credit card that I now have to dispute with my bank because they refuse to acknowledge it actually charged my credit card. I am beyond frustrated with this incompetent company. I am wearing ShoeDazzle shoes right now that I ordered 2 months ago but they keep lying to me.

  Business Response

  Date: 01/21/2025

  Hello ******,

  Thank you for contacting us through the BBB. Were sorry to hear about your experience and appreciate you bringing this to our attention.
  
  Our records indicate that your ShoeDazzle account is registered under the email ***************************** rather than **************************** which caused some confusion among our agents. We will address this issue with the team and provide appropriate coaching to prevent similar occurrences in the future.
  
  Both credits on this account were refunded as of January 7, 2025. Please let us know if youd like to proceed with canceling this account or if you would like your ******* account reactivated. Were happy to assist with any other concerns as well.

  Best,

  *******

  Customer Answer

  Date: 01/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **********

  Customer Answer

  Date: 02/18/2025

  The company indicated that my accounts were cancelled and my charges reversed. 

  My rebuttal is they lied. I have a new charge on my credit card this month from Shoedazzle for another ~$75 CAD. I am beyond done with this crooked company that continues to charge me after saying I have no account with them, or that its been cancelled. 

  Business Response

  Date: 02/25/2025

  Hello ******,

  Thank you for your response. It appears there was an oversight regarding the account cancellation, and only the refund was processed at that time. We sincerely apologize for the inconvenience.
  
  The credit has now been refunded, and your account has been canceled. You will receive an email confirmation shortly.
  
  We appreciate your understanding.

  Best,

  *******

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 22765223
  
  I am rejecting this response because:

  I am still owed money due to the fraudulent charges made by the company. I understand the company is not responsible for the days exchange rates but due to the frequent charges and then reimburses (3 in total) my account is still down by $11.84. This should not fall on my shoulders as I had made every effort and in fact gone above and beyond on several occasions to sever all ties with the company and was still charged. I feel I am owed this money back and will not be satisfied until that happens.

  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 03/27/2025

  Hello ******,

  Thank you for your response. As the credits have already been refunded and due to exchange rate factors, we are unable to process any additional refunds at this time.
  
  We sincerely apologize for any inconvenience this may cause.

  Best,

  *******

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  January 3, 2025 ShoeDazzle.com did not, & still does not provide a visible & an easy-to-find way to cancel a membership in a member's online profile account.I have been wrongfully charged $49.95 on November 6, 2024, & I was also wrongfully charged $49.95 on December 12, 2024; simply because I was unable to find a means to cancel / deactivate my ShoeDazzle.com Membership by finding an option to click to end / terminate my ShoeDazzle.com Membership.I did not have to call a phone number in order to begin shopping with ShoeDazzle.com, & I should not be compelled to use a different means in order to stop my Association / Membership with ShoeDazzle.com.Please rectify these problem by returning the (2) charges of $49.95, which totals $99.90, as a refund / credit back to my bank card.Thank you, in advance, for you help with resolving this matter.

  Business Response

  Date: 01/21/2025

  Hello ********* ,

  Thank you for reaching out to us through the BBB. To clarify, you can easily cancel your account by navigating to the 'My VIP' section. Scroll to the bottom of the page and select 'Manage My Membership,' where you can cancel your membership online.
  
  Weve also processed a refund for the two credits on your account and confirmed that your membership has been canceled. If theres anything else we can assist you with, please dont hesitate to let us know.

  Best,

  *******

  Customer Answer

  Date: 02/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing to file a complaint against Shoe Dazzle regarding the expiration of my membership credits. I have been a loyal customer of Shoe Dazzle for the past eight years. Recently, I discovered that ten of my membership credits, each valued at $50, have expired without opportunity to use them.Despite my long-standing loyalty and consistent purchases, I am deeply disappointed by this situation. Shoe Dazzle has offered me only $10 per expired credit, claiming they are unable to reinstate the credits or provide a full refund for my payment. I am aware that they have made these exceptions for other customers but refuse to for myself. This is unacceptable, as I have not received any goods or services for the total amount of $500.Additionally, Shoe Dazzle makes it difficult to use these credits in a timely manner because they frequently discount items, and the credits cannot be applied to most of these discounted products. This practice further limits my ability to utilize the credits I have paid for.I believe it is unfair and unreasonable for Shoe Dazzle to expire credits that I have paid for without providing adequate notice or a chance to redeem them. Furthermore, their offer of $10 per credit is insufficient and does not reflect the true value of the credits.I have attempted to resolve this issue directly with Shoe Dazzle's customer service, but unfortunately, my efforts have not been successful. Therefore, I am seeking the BBB's assistance in resolving this matter. I request that Shoe Dazzle reinstates my expired credits or provides a refund for the total amount of $500.Thank you for your attention to this matter. I look forward to a prompt resolution.Reference Number: ******* Account email: *****************

  Business Response

  Date: 01/15/2025

  Hello *****,

  Thank you for contacting through the BBB. All promotional member credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 10/11/2023 on the account , the reinstatement or refund of those credits is no longer possible due to the age of the initial transactions. An email reminder will be sent out a month before the credit expires. For your reference, you can learn more about our terms: ***********************************************

  Best,

  *******

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had 9 credits and it shows they all expired on Nov 1 2024. I tried to reach out to them and told me that they usually expire on September. I asked why 7 credits were all expired same day. They were just tried to give me 3 credits back. I said that's not fair and why does it show that 2 credits were expired also the same day on September.

  Business Response

  Date: 01/14/2025

  Hello ******,

  Thank you for reaching out to us through the BBB. To clarify, the credits that expired were all older than one year at the time the new terms were accepted on 10/02/2023. Per these terms, the credits expired 12 months after your acceptance.
  
  Unfortunately, due to the age of the original transactions, reinstating those credits is no longer possible.
  
  If you have any further questions, please let us know.

  Best,

  *******

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello. It is 12/4/2024 and I had 8 credits to expire on 12/1/2024. I reached out this morning (via Messenger) to try and get an extension for my eight credits that just expired. I even explained to them that I could use the credits today. I just did not want to lose $400+ money. All they offered was a $50 credit. I even asked if they could get enough points to cover. They would not budge. I think it is crazy, they basically stole/took money! I know I missed the expiration date, but I wasn't notified they were about to expire or anything! Again, they just expired a few days ago and they could offer enough points or let me use the expired ones today. But again, they only offered ONE $50 credit. I am SO hurt and can't afford to throw $400 down the drain. I was going to use those credits to purchase Christmas gifts. Do NOT purchase a membership with Shoe Dazzle!

  Business Response

  Date: 12/18/2024

  Hello ******,

  Thank you for reaching out to us through the BBB.
  
  All promotional member credits expire 12 months after the date of issuance. According to the updated terms and conditions, which were accepted on your account on 11/08/2023, refunds for those credits are no longer possible due to the age of the initial transactions.
  
  As a courtesy, weve reinstated 8 credits to your account, which will be valid for the next 12 months.
  
  If theres anything else we can assist you with, please dont hesitate to let us know.

  Best,

  *******

• Initial Complaint

  Date:12/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  While they do offer easy cancellation of of memberships, the process to cancel was anything but easy. I opened another tab on my browser, checking back every 10 seconds to check for communication, and was put back into the end of the queue because I did not have the chat window active. There was no notification of my change in place in the queue, until after my statement that I was taking pictures of the chat. This practice is predatory and unethical, and this is why I'm reporting the company's actions here. The other reason I'm reporting the interaction is that the email opt-in choices do not define what types of emails they will be sending with each of the 3 options. Just "Always, never, or sometimes". The absence of definition of each of those options means I do not get an email from this company when a new VIP credit is purchased, because I don't know which option contains marketing emails, showroom changes, account change information, VIP credit auto-payments, or price change emails.

  Business Response

  Date: 12/11/2024

  Hello *******, 

  Thank you for reaching out to us through the BBB. We appreciate your feedback and will ensure it is directed to the appropriate team.
  
  Our agents currently allow a 2-minute window before redirecting chats to the queue to help maintain consistent wait times. We apologize for any inconvenience this may have caused and value your input as we strive to improve.
  
  If theres anything else we can assist you with, please dont hesitate to let us know.

  Best,

  Natasha 

• Initial Complaint

  Date:12/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 11, 2024 Shoe Dazzle stole funds from my account. They proceed a purchase for $49.99 on my credit card for a monthly subscription. This card was not approved for use as a default payment or backup method for my account. They charged this card without any warning or my permission.

  Business Response

  Date: 12/10/2024

  Hello *******,

  Thank you for reaching out to us through the BBB. According to our records, you contacted us on November 11, and the card was successfully removed at that time.
  
  If theres anything else we can assist you with, please dont hesitate to let us know.

  Best,

  *******

• Initial Complaint

  Date:12/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The company has been debiting my bank account ***** for 2 years !! And when I discovered this I attempted to check the amount of credits I had accumulated they actually were expired !! So They debited my accout for 2 years and expired my credits because of the last year date on them

  Business Response

  Date: 12/10/2024

  Hello ******,

  Thank you for reaching out to us through the BBB. Were sorry to hear about your dissatisfaction with our membership.
  
  We have processed a refund for the 11 active credits on your account, totaling $549.45. Please allow 5 to 7 business days for the refund to reflect in your account. Your membership has also been canceled, and you will no longer be billed.
  
  As outlined in our terms of service, which you agreed to on October 1, 2023, credits expire 12 months after they are billed. Unfortunately, we are unable to issue refunds for any expired credits.
  
  If you have any additional questions or need further assistance, please dont hesitate to reach out.

  Best,

  *******

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22528959
  
  I am rejecting this response because:

  Your company unethically deducted the ENTIRE 24 DEDUCTIONS MADE OUT OF MY ACCOUNT I NEVER AUTHORIZED THEM ALL 24 !!! 
  HOW DARE YOU REFUND ME ONLY ACTIVE ONES THEY ARE ONLY 12 !!! OVER ******* DOLLARS TAKEN FROM MY BANK ACCOUNT REPEATEDLY OF COURSE I DIDNT KNOW !!! IF I HAD KNOWN NONE !!!! WOULD HAVE BEEN DEDUCTED !!! Your company has hundreds of complaints for the very same issue if I do not recieve my complete refund I will file a lawsuit to make sure your company doesnt continue to rob people of money so silently !!! 

  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/03/2025

  Hello ******,

  All promotional member credits will expire 12 months after the date of issuance. The reinstatement or refund of those credits is no longer possible due to the age of the initial transactions. 

  Best,

  *******

• Initial Complaint

  Date:11/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Shoe Dazzle has a vip program where if you do not skip the month your card is charged and you get a credit. I just had two of my credits that I paid $50 for so $100 total expire. I was never notified that credits expired. These are not just reward points expiring these are credits I paid money for and received nothing. I asked for the credits back and they refused. I asked for the emails informing me and it was completely ignored (mind you I never received any such email) I also asked for my remaining 2 credits to be refunded and my membership cancelled to which they never responded. In total I would like my $200 back for the 4 credits and my membership cancelled.

  Business Response

  Date: 12/04/2024

  Hello *****,

  Thank you for reaching out to us through the BBB. Were sorry to hear about your experience and appreciate you bringing it to our attention.
  
  According to our records, a refund was processed on 11/24/2024, and your membership was canceled on the same day. If theres anything further we can assist you with, please dont hesitate to let us know.

  Best,

  Natasha 

• Initial Complaint

  Date:11/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This business pulls money from your bank every month for "VIP" credits. You pay $49.95 for these credits. It tells you that you can "save them" for a later date and don't need to spend them that month. Come to find out they expire after a certain time. Except I never received an email or notification saying these credits were going to "expire". Half the time their shoes in my size are out of stock or they don't have anything that suites my style. I contacted them and the *** told me that they can't give me back my "expired" credits. That should offer me $10 store credit for each one. That is not even half of what you pay per credit. Who knows how many expired credits I had through the last few years. In October I had 5 and November 1. This company is a scam and should be closed down for stealing people's money.

  Business Response

  Date: 11/12/2024

  Hello ******,

  Thank you for contacting through the BBB. All promotional member credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 09/24/2023 on the account , the reinstatement of those credits is no longer possible due to the age of the initial transactions. For your reference, you can learn more about our terms: ***********************************************.

  Best,

  *******