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          Business Profile

          Retail Shoes

          Shoe Palace Corporation
          BBB accredited business seal
          BBB Accredited BusinessNRRated by BBB

          Complaints

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            01/30/2025

            Complaint Type:
            Delivery Issues
            Status:
            Resolved
            I had ordered a pair of shoes on January 19 2024, the size i ordered was a M9.5 when i received my package on January 24 2025 i noticed that inside the box were two different size shoe...the right shoe is a 9.5 and the left shoe is a size 10..i tried multiple time to get in contact with shoe palace for about a week sending multiple emails with pictures of the shoe and size and also calling every day and i have not yet got a reply back from them thru email...and when calling i just wait for hours waiting on the phone and nothing happen...all i want is for shoe palace to send me the correct size.. or even a size 9.

            Business response

            01/30/2025

            Do you have an order number? 

            Customer response

            01/31/2025

             
            Better Business Bureau:

            I have reviewed the response made by the business in reference to complaint ID ********, and i am providing the order number below.

            Order #SP1476951

            Sincerely,

            ***** *****

          • Initial Complaint

            01/24/2025

            Complaint Type:
            Product Issues
            Status:
            Answered
            I purchased a pair of sneakers that arrived defective as one of three sneakers is discolored. I have attempted to reach out to Shoe Palace multiple times via email and phone with no answer and/or response.

            Business response

            01/27/2025

            Do you have an order number? 

          • Initial Complaint

            01/23/2025

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Answered
            The product purchased from website arrived and it was not as described. The item differed from the item on the website in two ways. I reached out via contact portal on website two times and did not receive any response. I reached out via email and have not had any kind of response. Their return policy does not allow you to initiate a direct teturj on their website. They do not provide a shipping label and request for returns that you provide your own shipping label and pay for the shipping. I reached out to them and requested that they provide me with a shipping label and pay for the cost of shipping, as its $20 and I believe they are at fault for providing an item that is not described on their website.

            Business response

            01/23/2025

            Can you provide an order number? 

          • Initial Complaint

            01/22/2025

            Complaint Type:
            Delivery Issues
            Status:
            Resolved
            Purchased clothing on January 16th. Item was shipped as two different packages. The first delivery arrived 1/22. Proof of delivery photo by ***** is not my home, blurry, and zoomed in. Told by ***** to call Shoe Palace so they can try to track down where the package is. I cannot file a claim without going through Shoe Palace. Their customer support number does not work. No matter what time I call, even during working hours, the number says they are closed. I needed this order for an event, I am worried I won't be able to contact anyone for assistance as for several hours since yesterday and today I cannot contact anyone and I must file a claim within a short amount of time for ***** to figure out where this was delivered. Looking to either have that tracking claim for not delivered opened, talk to someone about the issue, or refund.

            Business response

            01/22/2025

            Looking into this now. Please hold for response. 

            Customer response

            01/22/2025

             
            Better Business Bureau:

            Thank you for the help. It looks like whatever call you made made ***** find the package and deliver it. I appreciate your assistance.

            Sincerely,

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

          • Initial Complaint

            01/08/2025

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Resolved
            I had ordered a pair of ****** 11s online from Shoe Palace on December 19th, 2024, my order was supposed to be delivered on December 27th, 2024 but got delayed to December 31st, 2024. When my order got to my address the package was lightly than it shouldve been, so I opened it and my shoes werent in there, I ended up receiving just an empty box. Ive tried calling and emailing the merchant and I havent heard anything. Also when I call Im just sitting waiting to get connected with someone for hours upon hours and never get through to anyone.

            Business response

            01/15/2025

            A customer service *** will reach out shortly. 

            Customer response

            01/16/2025

             
            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

            01/07/2025

            Complaint Type:
            Delivery Issues
            Status:
            Resolved
            I ordered shoes on Dec 14th, 2024 recieved tracking & tracking stopped. I been in contact with ***** who told me to contact shoe Palace. I been calling & emailing no response. I be on hold for hours & the phone hangs up . I have called several stores whom told me they been receiving calls all everyday all day about this same issue from this same location.

            Business response

            01/08/2025

             A claim has been filed on your behalf. Please look out for communication from us. 

            Customer response

            01/08/2025

             
            Complaint: 22776147

            I am rejecting this response because  I been calling & emailing for weeks with no response what make me think they will reach out or correspond after this complaint is closed out? . It's almost a month they received my money but I have yet to receive my shoes or a refund . No customers can call ********************** so how are we supposed to correspond??? No one will answer the phones or emails 

            Sincerely,

            **** *******

            Business response

            01/22/2025

            So, nobody has reached out to you? What is the rejection for? 

            Customer response

            02/06/2025

             
            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

            01/02/2025

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            I placed an order online on December 12, 2024 for Christmas. For a pair of mens 10.5 **** shox, for a total of $184.88. Order was confirmed and tracking number was provided. Upon checking the status of the order, package was never received at fed ex. *** ex is unable to help me and when I call customer service they never pick up. As well as emailing twice.

            Business response

            01/03/2025

            Your order will be refunded. 

          • Initial Complaint

            01/02/2025

            Complaint Type:
            Delivery Issues
            Status:
            Answered
            Never received my order, and cant reach shoe palace customer service, *** sent multiple emails three weeks ago with no reply whatsoever, this company needs to be banned!

            Business response

            01/03/2025

            We are filing a claim for this order. 

          • Initial Complaint

            12/31/2024

            Complaint Type:
            Product Issues
            Status:
            Answered
            On 12/21/24 I place an order for 2 pairs of shoes (order #SP1434050). On 12/24 i received 1 pair and on 12/25 my daughter opened the box to find out they were not the shoes we ordered. I called customer service on 12/26 and spoke with ***** ****** who requested that I email him the shoes we received and he would investigate. When I did not hear back from him and he did not respond to my follow up email, I called customer service again on 12/30 and spoke with ****** *******, she also asked me to send her pictures of the incorrect shoes I received and stated that she would email me a return label. To date I have not received a return label nor have I received the correct pair of shoes I ordered. All I want to be able to resolve this is to be able to return the incorrect pair of shoes that were sent and have the correct pair sent to me.

            Business response

            01/03/2025

            A return label is being sent your way. Should have it shortly. 

          • Initial Complaint

            12/31/2024

            Complaint Type:
            Order Issues
            Status:
            Resolved
            So I ordered a pair of sneakers off the shoe palace website a few weeks ago it was a blue pair of Nikes size 12 mens that cost $120 when the shoe finally came in the mail I opened the box and received a 13c children shoe that cost $70 the invoice in the box also said size 12 mens **** and the price I emailed them and callled customer service a dozen times no answer at all so I can get my refund or they can send the shoe I actually ordered so I even went on *******/x to reach out still no answer but I seen a bunch of people on that site complaining about similar situations and not getting a response from customer service

            Business response

            01/03/2025

            someone will be reaching out to you today. 

            Customer response

            01/07/2025

             
            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,

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

          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. ↩

          BBB Rating & Accreditation

          BBB accredited businessNR

          Accredited Since: 2/19/2020

          Years in Business: 31

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          745 Jarvis Dr

          Morgan Hill, CA 95037-2810

          Get Directions
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          (408) 776-5200

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          Customer Complaints Summary

          92 total complaints in the last 3 years.

          45 complaints closed in the last 12 months.

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