ComplaintsforWolf and Shepherd

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a pair of wolf and Shepherd shoes for a gift. The person ended up not liking the style so I I went online to return them and had an issue with the return process so I sent an email to have them returned. Someone did get back to me and provided me with the return label from there. I sent them to *** and return them. I emailed for an update. They confirm they had the shoes and then I had to wait 10 days for a refund Ridiculous. I have asked for updates through email and was told it would now be expedited as no one Inspected the shoes yet. These shoes were never even taken out of the box. I have emailed four more times asking for another update in all of my emails have been ignored. I let them know I would be reaching out to Better Business Bureau. I paid three dollars for these shoes Wolf and Shepherd has pretty much stolen my money because they have not refunded me and still kept the shoes. Horrible customer service no way to get in touch with anyone

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My wife purchased a pair of shoes from Wolf and Shepherd as a Christmas gift for me. She purchased them online on November 9, 2023 for $179.00 ($191.98 after tax). When I received them on Christmas, I tried them on and immediately realized they did not fit, so I put them back in the box and on 12/26, I tried to start the return process. I was unable to return them online because I was outside the 30-day return window, but my wife recalled a 60-day return window from when she ordered. When I contacted customer service, they said the order did not qualify for the 60-day holiday return window, so they are refusing to refund the purchase. So they evidently were advertising a return policy that they do not intend to honor. They also sent an emailing declaring the order was a final sale item, which is inaccurate, as the order/receipt reflect the full price of the shoes. Judging by all the other complaints, this is a common set of unethical business practices, and I will continue to pursue a rightful refund.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This was my first time ordering from the company. I mistakenly forgot to choose my size and ended up ordering the default size, which was 2 sizes too small. About an hour and a half later, I realized I had not been asked for my size while placing the order. I went to the confirmation email and realized what happened. I immediately emailed **************** to change the size. In the morning, I got an email saying it was too late to cancel or change the order. I immediately called the number on the website and confirmation email. As other complainants have noted, no one answers the phone and I could only leave voice messages to call which were never returned. Via email, I was told that if I wanted a different size, I had to wait for the shoes to be delivered and then return them. The customer service rep was unwilling to help at all. All I wanted to do was to correct the shoe size for my order. If there really wasnt anything he could do to correct my order, which seems unlikely, he could have offered to tell me how to return it; he could have offered to waive the re-stocking fee that I was charged even though I tried to correct my order less than an hour and a half after I placed it. Despite emails to company management, NO ONE ever responded. I finally got my refund through Amazon Pay minus the $10 re-stocking fee. This company should not have a default shoe size on the order page and they should not charge a re-stocking fee in a situation like this. And they should either answer their phone or return voice messages. In addition, the confirmation page says you can cancel or change the order within an hour but you cant if its not during normal business hoursthey should tell you that.

  Business response

  10/16/2023

  Hi there,

  Thank you for sharing your feedback and your recent experience with our team. It is never our intention for our customers to have a negative experience. At this time, we receive a very high call volume and return calls in the order they are received- provided a voicemail has been left. However, because our team had already reached out via email, no callback was necessary as we responded to your last means of communication.

  With that said, we are more than happy to issue you a $10.00 refund for the restocking fee as a gesture of appreciation for your patience due to the confusion. You will receive an email from our team confirming this transaction.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Buyer beware! I purchased a pair of shoes from Wolf and Shepherd in February 2023. In spite of buying the size I have worn my entire adult life, the shoes were far too narrow and very uncomfortable. I promptly exchanged them for a half size larger and was charged a $10 restocking fee. The replacement pair was similarly narrow and generally uncomfortable. I wore them for a few minutes in my home to assess the fit, then promptly returned them with the shoe bags and all packaging in the original box. I got an email from Wolf and Shepherd today (3/1/23) informing me that the shoes were worn (emphatically, they were not) and that I would not receive a refund but a credit. Wolf and Shepherd is not acting in good faith. I returned an unworn pair of poorly fitting shoes and I expect a full refund. I noted similar complaints on the BBB website when I was looking for reviews of these very expensive shoes and took a chance. I buy a lot of dress shoes and these just didn't fit. Even if you promptly return them unworn you will be denied a refund. Completely unacceptable and dishonest.

  Business response

  03/14/2023

  Customer purchased shoes on 2/7/23 and proceeded with an exchange on 2/13/23. As stated on our site, all returns for refund are subject to a $10 restocking fee; exchanges are free. This exchange was no different.

  Upon receipt of customer's returned exchanged shoes, our team determined they were in heavily worn condition (as shown in attached photos) and unable to be put back into live inventory. Shoes were promptly sent to donation. Due to this, we were unable to process a refund as we do state on our site, returns in worn condition can only be issued store credit.

  However, as a gesture of goodwill, our management team went ahead and made a one-time exception and provided this customer with a full refund on 3/2/23, no restocking fee included. Case has been resolved.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased two pair of shoes from Wolf and Shepherd. The swiftKnit and Derby and a crossover. Within an hour of placing the order on a very early Saturday morning there was no way to cancel the order. They were not open on Saturday for phone calls either. So I emailed them first off to the name ********************************* which was the email address on the Paypal invoice created after paying with PayPal. When sending to that email it bounces back to you that it's an incorrect email. I then locate a ******************************* email and send two emails on early Saturday morning and received no response by Monday morning. I then sent two more emails and received no return email. I called today and they say they have no record of any emails from me. How convenient. I sincerely believe they are just happy forcing people to keep shoes that they don't want or making $10 a pair restocking fees. Of which are not published online. If they would have just picked up the phone or returned any of my numerous emails that occurred before the product shipped. This company is a ripoff!

  Business response

  01/20/2023

  Customer emailed us through 3 separate emails threads, all dated 1/13/23, one week after customer placed their order. Customer's order was fulfilled on 1/9/23 and delivered on 1/12/23, a day before the customer reached out asking for an exchange. Our restocking fee is a new policy and is stated multiple times throughout our site. Also, deeply discounted shoes are marked FINAL SALE and a description of what this entails (no returns or exchanges) is posted throughout our site. On this occasion, we made an exception for this customer and approved their request to return their order for store credit/exchange.

  Customer response

  01/26/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I provided you with evidence that I sent emails the morning of the order. The shoes I purchased were not discounted shoes either. When calling them the week later after no response by them they told me I would receive a full refund minus $10 per a pair of shoes. Which was two pairs of shoes. Neither were discounted shoes. Now they are lying and saying they can only give me store credit. How does a person that can only wear size 15 wide shoes and that is the largest size they make and they don't fit order shoes with a credit? I've attached the evidence of the emails twice now and they are clearly lying!!!!!!!
  See Attachment/File: 2nd attempt to correct email published on their site

  Business response

  01/30/2023

  Unfortunately, we are closed on weekends and no phones are answered during this time. Due to this, we were unable to cancel this order. We apologize for the misunderstanding as we do see your shoes were purchased full price and are still within their return for refund window. As a gesture of apology for the confusion, please know we are happily waiving the restocking fee for your purchase. A full refund will be applied once your shoes have been returned.

  Customer response

  02/03/2023

   
  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.  They made a full refund and I appreciate them greatly.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  11/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of purchase : 11/21/2022 Amount paid : 138.03 Product : SwiftKnit derby shoes. Refund requested. Shoes did not fit properly as I explained to the company.Company refused refund based on invoice showing final sale and did not define final sale. they told me final sale meant no refunds but was not explained on invoice and I read it as my purchase was finalized. Order# XXXXXXXX

  Business response

  12/15/2022

  Business Response /* (1000, 5, 2022/12/08) */ Customer purchased order #******** on November 21, 2022 during a promotional window. He purchased a SwiftKnit Derby, color Coast/Coast size 11 at the price-point of $129 when our SwiftKnits are typically priced at $179. This information was available on the product page at the time he purchased. Under the shoe's product name (SWIFTKNIT DERBY) we included the sale price of $129 right next to an image of the original price of $179 with a line 'marked through' it, indicating the sale. To the right of the 'marked through' original price, we put the words "FINAL SALE" with a hyperlinked "?" symbol, explaining what Final Sale means and stating the policy of this product: "This item is NOT eligible for exchange or refund. Final Sale items may NOT be exchanged or returned for Store Credit. No refunds or exchanges will be issued". The Coast/Coast colorway is no longer on sale, but our White/White colorway currently is. Please see example link below of how customer's product page would have looked at the time of purchase (11/21). **************************************************************************** Our return portal will not allow Final Sale items to be returned or exchanged. Customer reached out on 11/26 upset by his misunderstanding and one of our associate explained that he purchased these at a discounted, Final Sale price. Outside the normal SOP, Our associate graciously offered him a one time exception to self-return these for Store Credit. This offer still stands, if the customer is interested. Unfortunately, Final Sale products are ineligible for refund or return label. Please see FAQ and Returns & Exchanges pages below: https://wolfandshepherd.com/pages/faq https://wolfandshepherd.com/pages/returns-and-exchanges Consumer Response /* (2000, 7, 2022/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) mistake had been made on my part for not noticing there is no tongue on these shoes. However, the company doesn't show this in it's description on the page nor do they make an effort to explain these are shoes without a tongue. ( in the picture it looks like there's a tongue ) If the diameter above the ankles is a little too large these shoes cannot work for everyone. just to try these on it took an act of congress but the shoe themselves fit perfectly except for the opening. These are beautifully crafted shoes but the company needs to address the issues such as mine.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two pairs of shoes from this company, online via their website. The shoes must run very small, because I have been the same size for decades, yet, their shoes were much too small for me. I simply wish to RETURN them for a bigger size OR receive a refund. I called during business hours on 9/8/22 but nobody answered. I left a message but have not received a return call. Their website says they are open 9-6pm PST. Does this company truly exist? A reverse check of their address shows an ****** warehouse also. Please help! I spent $500 on two pair!!!

  Business response

  11/08/2022

  Business Response /* (1000, 14, 2022/10/24) */ ***Document Attached*** This customer reached out on Sept. 8th, 95 days after his order was placed (June 5th). We have a 30 day return policy and 90 day exchange policy. Our associate responded on Sept 12th to ask for pictures of his shoes, of which he never responded. We cannot process an exchange outside of 90 days unless we verify the shoes he has have original packaging and have never been worn, but this would still be by our discretion. Please see our website return SLA below: ************************************** Consumer Response /* (3000, 16, 2022/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not true! I communicated with someone named "*****" at the company. She personally asked me to send a photo, which I did (in fact, several photos of both shoes). That was on 9/18/22! I am 66 years old and have been a 10.5 size shoe all of my life, so when I ordered these shoes I would have never expected them to not fit. They were extremely small, and I cannot wear them. It would not be a big deal, but I spent nearly $500 for both these pairs! I would love a refund but will take an exchange at least. Please! I am happy to send photos again. That was via text, so I ask for the name of a supervisor and an email address. Thank you. Business Response /* (4000, 18, 2022/10/27) */ Customer did speak with our representative *****- he emailed our help desk from our online store on 09/08 and she emailed him back on 09/12 (we are closed on weekends). No further online correspondences were received from the customer's name, email, nor their order number in question. Customer also called us on Oct. 4th around 11:30AM EST and left a voicemail. We called them back 30 minutes later on the same day, Oct. 4th at 12:07PM EST, but our employee was sent to voicemail. No further communication was received. Please see compiled PDF of all correspondences with said customer. No refund is applicable, based off of our very clear online policies but if customer wishes to drop the complaint/accept response and reach out to us, we would be more than happy to aid in a Store Credit return or exchange. We suggest emailing us at ************************ for further assistance on this matter.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order shoes from Wolf and Shepherd order number ******** in June 2022. I have yet to receive my order that I paid $279.00. I've written emails to the company and left voice messages asking for help with my order to no avail. Currently, I am out of the money I sent the company and have not product. I just want an answer as to when will I receive a refund or the shoes that I prurchased.

  Business response

  08/30/2022

  Business Response /* (1000, 5, 2022/08/18) */ This order has been refunded

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a pair of shoes for my husband. They were very nice shoes, but as soon as he opened the box he did not like them. They were not what he was looking for. I went onto the website and printed out the return label and sent them back for a refund. Today I received an email stating they could not refund my money because they returned worn and unable to restock. These shoes were never tried on, let alone worn. Only 1 shoe had been removed from the box and none of the stuffing had been taken out of the shoe. I sent an email to their help line and the response was "that was the way they they were returned" and sent a picture. I would appreciate my my $179 returned on my credit card. I seriously have never submitted anything to the BBB but I am extremely upset that this company is not refunding my purchase price when the shoes were sent to me in that condition.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am seeking refunds for two orders for a total of $358. I have attempted to contact the business via phone but it goes to a voicemail box that is full. I have emailed and chatted and told that I would recieve my refunds within 10 business days of reciept. Both returns were received and it has been over 10 business days but I have yet to recieve my refunds. #******** July 19, 2022 $179.00 #******** July 02, 2022 $179.00

  Business response

  09/02/2022

  Business Response /* (1000, 5, 2022/08/10) */ BOTH ORDERS HAVE BEEN REFUNDED

*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. ↩