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Complaint Details
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Initial 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.Initial Complaint
05/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order for a pair of sneakers on April 3rd of 2024. I still have yet to get an update on the location or status of the product. The product is still not received. I have sent several emails and made several calls. I want my money back. Very unprofessional placeBusiness response
05/31/2024
A refund was issued for this order on 5/6 for $68.95. Thank you.Initial Complaint
05/10/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I had placed an order that was meant to be a birthday gift for a my father in law and the package was shown as delivered with a picture that wasnt of my house I had explained everything to shoe palace customer service I was even helping during the investigation by sending pictures and links of my personal address which did not match the one it was delivered too both the delivery company and shoe palace have refused to take responsibility for this its been over two weeks of back and forth with nothing to come from this Im done with this I dont want a reshipment since his birthday already passed I just want a refund Im only making this complaint since I was left with no other choice customer service have been rude and unhelpful Order number SP1063782 Tracking number ************Business response
05/31/2024
Was the address on the order the correct address? For Shoe Palace, did we make any mistakes? Or was this the mistake of the shipping party? Thank you.Customer response
06/03/2024
Complaint: 21603684
I am rejecting this response because:The ********* file is correct the actual house it was delivered to was incorrect the "verification picture" was showing completely different house this "investigation" has been going on now for weeks I'm tired of this neither parties are willing to take responsibility and now the 55$ lost is on me I just want my refund so I can move on from this already
Sincerely,
*********************Business response
06/14/2024
I can understand the frustration. Unfortunately, we aren't responsible for deliveries. This is not something we can fix, has to the shipping company.Customer response
06/24/2024
Complaint: 21603684
I am rejecting this response because:I have given all information necessary I have gone out of my way to get everything asked of me I have spent months and hours of my time I demand a refund this is ridiculous.
Sincerely,
*********************Initial Complaint
05/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 4/4/24 I placed order #SP1087536 it was two pair of shoes and a 3 pack of socks that came to the total of $283.96 plus $14.95 shipping which brought the total to $298.91. They sent a email with a Fed ex tracking number ************ as pictured and a message through the Shoe Palace app saying items sent as pictured.On 4/11/24 I received a package with Fed ex tracking number ************ which were socks but no shoes as pictured. I emailed customer service with my issues with picture proof of non shipment of shoes but never got a reply and still haven't received a reply to my emails.On 4/16/24 I decided to call customer service since my email wernt being answered and spoke with a gentleman and I explained the issue. He agreed that the full order wasn't sent and that he would send the proper personnel a email if I still wanted the order. I agreed to keep the order and he said I should receive a email 24hrs to 48hrs. I waited 72 hrs on 4/19/24 with no email still so I decided to called back. This time I spoke with a woman that informed me that the gentleman I spoke with wasn't in the office but she seen that we spoke and he was working on the issue.She then told me that she would send him a email to check the status of the email he sent about the order and that I should expect another email from the gentleman at this point I lost all hope when she asked me if I would still want the order at this point I said no I wanted to cancel the remaining order that I would keep the socks I just wanted refund for the remaining balance of $274.91 she then said she would send corporate a email. I had a feeling somthing was off with this company so i decided to research the companys reviews and i was horrified at what i saw. So many people are going though this and some even worse. So knowing the issues they have and reading what others had to do to get a refund I decided I wasn't gonna be a victim and decided to contact the BBB and on (Mon) 4/22/24 I'm contacting my bankBusiness response
05/31/2024
A full refund for this issue was just issued. Sorry for the inconvenience.
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Customer Complaints Summary
71 total complaints in the last 3 years.
39 complaints closed in the last 12 months.