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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a pair of shoes from Shoe Palace on Aug. 7th (original purchase price + tax + shipping = ******). When they arrived they were too big. I called customer service and they explained that I would need to pay return shipping and that if they had the correct size they would exchange them with no additional costs. On Aug. 28th, I received an email from Shoe Palace notifying me that I would receive a refund for my purchase. I contacted customer service to see why I hadn't received the exchange as I had requested with my return (my size was still available on their website). I was told that they didn't have my size at their returns warehouse and that they couldn't send me a replacement pair from another one of their warehouses. I received a partial refund of $131.70 from Shoe Palace, but am out $10.92 from Shoe Palace in addition to the $18.28 I spent mailing the shoes back. My complaint is that I was assured over the phone by *********************************** (customer service **** that they would exchange them if they had the correct size. They have the correct size, but will not exchange them, and now I have spent almost $30 in shipping with nothing to show for it.Business response
09/04/2024
Sorry for your frustration. But we can't do the return because we don't have your size. Sorry again.Initial Complaint
08/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a pair of ****** 1s on 7/29 and received a package on 8/1. However, what I received was on order for someone named ******. They sent me a pair of new balances. I sent 3 emails to the customer service department on 8/1, 8/2, and 8/5. I sent 2 messages on the contact sheet on the shoe palace website. I called was on hold for 20 minutes no one picked up. I called again and finally got to talk to someone. On 8/5 i got send an email to follow up with photos of my order. I sent over that information on 8/6 at 10:51 and on the initial email on 8/5 they said i would get a response in 48 hours. I have not received a response or any updated information, I just want the correct shoes.Business response
08/12/2024
Our records show that the customer never provided any information to our customer service department. They were asked and never responded.Initial Complaint
08/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I returned these shoes to the merchant on July 23rd. It is now weeks later without any contact about the process of my refund. The shoes are never worn and sent back within the same week of receiving them. I tried to call customer service no response, I emailed customer service no response, I used the support form they have on their site no response.Business response
08/06/2024
Can you provide an order number?Customer response
08/06/2024
Order Number: #SP1181271Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a pair of shoes on June 27, 2024 and my checking account was charged $135. The website states that they have 5 business days to ship out, and it has been longer than that without a single update or any shipping information provided. Several attempts at contacting the company have gone unanswered. I am seeking a full refund since I am on a schedule and leaving the country next week.Business response
07/11/2024
Customer has been contacted and issue is being resolved. Thank you.Initial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
If I could give Shoe Palace zero stars I would. I spent over $200 for a pair of shoes and they sent me the pair in a mailer bag. The shoe box was completely damaged and crushed. On top of that the shoes were tried on, with creased indications on the heel. Whoever works at the Shoe Palace locations in ********, ** should all be fired. I will always not recommend Shoe Palace to any and everyone.Business response
06/25/2024
I believe our customer service team is handling this with the customer. Thank you.Initial Complaint
06/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered: Puma Suede Size ********************** Green: ***** Number #******, Price: $75.00, Suede Classic XXI Mens Lifestyle Shoes (Green) - 10 Quantitiy : 1 I received a Puma Suede Size ***************************** Black/White (BLK/WHT), ref invoice number: ****** / SP******2.I have sent two emails, no response, and have tried contacting via phone, 1st call on hold for 49", NO ANSWER. 2nd call on hold for 46" NO ANSWER, Unable to leave message.Business response
06/20/2024
Not sure what the issue is here. Is the shoe damaged?Initial Complaint
06/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a pair of shoes that I never received, Tracking shoes the shoes were delivered but left on the side stoop (not the front door) which is on a side street out of viewof the main street. I sent several messages to Shoepalace through their "contact us" link but in two weeks have not received any response. Today I called, spoke to ***** who informed me that since ***** delivered and they have tracking they would contact ***** and make a report. I have already made a report with ***** and was informed that I should **** out to the company for reimbursement or another pair since they would have insured it. Pretty much ***** has not made it right and led me tobelieve I am out of luck. The website doe not allow you to purchase your own insurance and foolishly I assumed it was then covered by the shoe palace.Business response
06/18/2024
Our Customer Rep shared our policy with the customer. We are sorry, but our policy has been followed in this case.Initial Complaint
06/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I order a pair of sneaker from shoe palace and fed ex stated the package was delivered to my front door in a apartment complex which I didn't get my complex have a mail so ppl package won't get stolen so I checked with my leasing office no package can't be and shoe palace refuse to replace the item or issue a refundBusiness response
06/14/2024
We filed a complaint with ***** on behalf of customer. It is now on ***** to correct issue.Initial Complaint
06/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
05/06/24 $466.88 The order was cancelled The business blocked my information because of a order I did by mistake and considered fraud.#SP1118487Business response
06/14/2024
This customer is in our records as having a fraudulent account. He won't be able to purchase from us.Customer response
06/15/2024
Complaint: 21685586
I am rejecting this response because:There's no resolution, still blocked by a mistake
Sincerely,
Wing FanBusiness response
06/27/2024
If the buyer has a history of fraud, we will not process the order.Initial Complaint
06/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased a pair of sneakers on 3/30/24 order #SP1084939. Shipped them back to exchange the size, return was received by Shoe Palace on 04/16/24 **** tracking number 9534606681564103534353.No exchange is mailed and no communication. Nobody pickes up the phone at their provided customer service number ************. Called over 10 times with holds 30+ minutes, still no one picks up the phone. Emailed twice with no response. Horrible business practice and non existent customer service. I need my money back or replacement shoes in my size.Business response
06/14/2024
Our records show a refund has been issued for this. Thank you.
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Customer Complaints Summary
76 total complaints in the last 3 years.
43 complaints closed in the last 12 months.