Complaints
This profile includes complaints for Shoe Palace Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 101 total complaints in the last 3 years.
- 48 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/09/2025
Type:Product IssuesStatus: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 ordered sneakers from shoe Palace and never received the order SP1369958 this is the order number. I ordered the sneakers Nov. 27, 2025 . I filed w complaint and was told that ****** refuses to be liable therefore they will not refund the money and they will not refund me. I spent $108 and never received the package I am a single mother of 3 with no help I work hard and I don't have money to throw away I would like s refund or my sneakers.Business Response
Date: 03/10/2025
I am very sorry for the inconvenience. But it looks like this is an issue the shipping company has made a decision on. very sorry.Initial Complaint
Date:03/08/2025
Type:Delivery IssuesStatus: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 recently ordered some sneakers from shoe Palace well not recently movember 27th 2024 I never received the package I proceeded to contact the business and make them aware that I never received the package they said they were going to put a complaint in with *****. Now shoe Palace and ***** have a business arrangement where ***** delivers their products however the buyer is not required to sign now because the buyer is not required to sign when my package never arrived they attempted to file clean with ***** ***** stated this since there was no signature required they're not liable and sneaker Palace told me that since ***** does not want to reimburse them I do not get a refund I do not agree with this because I have nothing to do with ***** and shoe palaces business arrangement I ordered from shoe Palace I did not receive my sneakers and I believe everything else has nothing to do with meBusiness Response
Date: 03/10/2025
The issue would be with the shipping company. This isn't something we can help with. Sorry for the inconvenience.Initial Complaint
Date:02/25/2025
Type:Service or Repair IssuesStatus: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.
I'd like to speak with someone about very unprofessional customer service by 2 of your management personnel today beginning with ******** in-store at 1:06 P.M. PST when I stopped by & went straight to the counter, specifically to buy Shoe Palace brand spray shoe cleaner in the white bottle & which I promptly asked for. Keep in mind that there were only two bottles on the counter at that time, with one being the white bottle of SP spray shoe cleaner (which I pointed to and picked up) and the black Shoe Palace brand of Protectant. ********, instead of promptly ringing me up, then confusingly asked me if I wanted leather cleaner, conditioner, and protectant. "What?" I said to her. "ma'am I just said that I want *this* white bottle cleaner right here", pointing to the product & lifting it up again. She said again, "so you want to the leather conditioner, protectant, and cleaner as well?" I couldn't believe the level of brick-headedness, in 1 ear & out the other, rudeness, and unprofessional conduct coming from this lady. After again repeating that I wanted the spray cleaner on the counter, she finally understood and went to ring me up only to continue her unprofessional sales-pitch redirction con-job charade by saying "this bottle is $10, or you can do 2 for $10, what do you want to do?". This is such a low intelligence bald-faced lie that her brain presumes that I as a customer am so naive, uneducated, and inexperienced that I've never purchased a bottle from SP before for their actual cost of $5 (which I have for many years). She rung me up for $5 when I told her that I'd just purchased another one just last week for the same price. I called Manager ***** to complaint at approximately 6:30 P.M. ***. only to find him excusing & justifying her bad behavior & speaking in the same circuitous & unprofessional manner with hamster wheel & mental gymnastics logic that ******** did as well. I have a recording of the call. Transaction I.D. ******, Assoc: ******, Store: *****Business Response
Date: 02/26/2025
Sorry for your experience. We will review this complaint with our team.Customer Answer
Date: 02/26/2025
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:02/13/2025
Type:Delivery IssuesStatus: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 mistakenly returned, via *****, a pair of shoes that were purchased from another e-commerce company. So, Shoe Palace received a ***** package from me for shoes that we got elsewhere. Just simple address mistake on my part.However, after repeated attempts at calling and emailing, I have not gotten any resolution. I have the tracking info from ***** that shows someone at their business signed for the package. The original cost of the shoes was around $145. I would like the shoes (pair of new balance) back or compensation for the cost of the shoes.Business Response
Date: 02/17/2025
This is being reviewed. Can you let us or BBB know when you are contacted and this is resolved?Customer Answer
Date: 02/24/2025
Complaint: 22922029
I am rejecting this response because: someone reached out to me but then did not call me back as agreed. I followed up with the specific shoe type in an email to their customer service email account today *********.
Sincerely,
****** *********Business Response
Date: 02/28/2025
This matter is being worked through with customer.Initial Complaint
Date:02/10/2025
Type:Service or Repair IssuesStatus: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 purchased shoes on November 27th from shoe palace. they were delivered to my lobby on December 7th in which ANYONE can have access to. I contacted the company and explained to them the situation that the package was recklessly left in the lobby, my doorbell was not rung, and no one came upstairs to drop off my package. My emails were gone unanswered no matter how many times I followed up. I finally got ahold of someone and they asked me to send a photo of my door which shows discrepancies between the photo the delivery driver took in the lobby. After sending the photo I did not hear back from them for days, even after following up. I went to my bank to file a claim and only then did the company answer my emails. They state to have filed a claim with the shipping company but have not answered my emails about updates. my bank has closed my claim because they stated that I have received my package, IN WHICH I DID NOT. I lost money on a product that I have not received and they refuse to reimburse me or answer any emails about it.Business Response
Date: 02/21/2025
We understand the frustration. But that seems to be an issue with the company that delivered your package. Sorry again for the inconvenience.Customer Answer
Date: 02/21/2025
Complaint: 22922651
I am rejecting this response because the company has done nothing to refund me my money, nor have they contacted the shipping company filing a claim. I have heard no response when following up on this issue
Sincerely,
***** *******Business Response
Date: 02/27/2025
Seems like it was communicated to you that the issue is with the shipping company.Initial Complaint
Date:01/31/2025
Type:Service or Repair IssuesStatus: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 placed an order for a pair of **** Air Vapormax Plus size 12 shoes on January 16, 2025. The shoes arrived on January 23, 2025. Their website states they will provide a prepaid shipping label for returns involving defective products. My shoes are defective. The defect cannot be seen but I can feel it. There is something protruding from the inner right side of the sole on the right shoe that makes it uncomfortable to wear. The left shoe feels fine. I have other pairs of this same shoe, same size and model but different color ways and neither of them have this defect. This is how I know the shoe they shipped me is defective. They are willing to accept a return for a full refund but they wont send me a prepaid return label as stated their website that they would do for defective products. I am well within the 10-business days window from date of receiving the shoes and meet all the requirements for a return for a full refund and a prepaid shipping label. Initially I asked for an exchange but they claim they do not offer exchanges even though their website states they do.Business Response
Date: 01/31/2025
We will look into this. Thank you for your patience.Customer Answer
Date: 01/31/2025
Complaint: 22884643
I am rejecting this response because: looking into it solves nothing. They have yet to provided a prepaid shipping label in addition to a full refund.
Sincerely,
***** ******Business Response
Date: 02/05/2025
Looks like **************** is following protocol and our guidelines. Sorry for the confusion and inconvenience.Initial Complaint
Date:01/30/2025
Type:Delivery IssuesStatus: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 sent multiple emails about my order and they have not responded. The website says the shipping should be free for the item I ordered however I was charged for shipping when I emailed them about it. They ignore my email and I emailed them more than once.Business Response
Date: 01/30/2025
We will look into this. Thank you and sorry for the issues.Customer Answer
Date: 01/31/2025
Complaint: 22879402
I am rejecting this response because:
I still have not received a response to my email. Nor was the issue rectified. I sent the email on 1/24 its now the 31st
Sincerely,
India ********Business Response
Date: 02/05/2025
Your info has been forwarded for more info.Customer Answer
Date: 02/13/2025
Complaint: 22879402
I am rejecting this response because:
Not bothering. Youll dont care and I dont care to spend my $ with this company ever again so theres that
Sincerely,
India ********Business Response
Date: 02/27/2025
**************** has made it clear the item would not qualify for free shipping. Sorry for the confusion.Initial Complaint
Date:01/30/2025
Type:Delivery IssuesStatus: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.
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
Date: 01/30/2025
Do you have an order number?Customer Answer
Date: 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
Date:01/24/2025
Type:Product IssuesStatus: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 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
Date: 01/27/2025
Do you have an order number?Initial Complaint
Date:01/23/2025
Type:Sales and Advertising IssuesStatus: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 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
Date: 01/23/2025
Can you provide an order number?
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