ComplaintsforGravity Defyer

• Initial Complaint

  07/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pair of shoes on Dec 21, 2023, order number *******. Shoes were originally priced at $165 but I had a $40 off offer that I applied. Since that date I have been getting automated emails saying on back order. Emails come about once every two weeks. I have called three times asking for status and each time told item is still on back order and would I like to cancel. The representative actually was stressing the cancellation option, but I said I would wait. Its been nine months and no satisfaction. They have not charged me yet, but is still how to do business?

  Business response

  07/03/2024

  
  Dear BBB Representative,
  
  We are writing in response to the complaint filed by ************************;regarding order number *******, placed on December 21, 2023.
  
  First and foremost, we sincerely apologize for the inconvenience and frustration this delay has caused. The shoes ordered by the customer were a pre-order item and have unfortunately been on backorder due to unforeseen supply chain issues. We acknowledge that receiving automated backorder notifications every two weeks without a clear resolution is unsatisfactory and does not meet our service standards. We are currently working to contact customers and offer alternative in-stock selections.  
  
  The customer has contacted us for status updates and was offered the option to cancel the order, which we understand *** have seemed stressed by our representatives due to not being able to promise a date of arrival for the wide shoe sizes. On May 7, 2024, the customer had a conversation with our representative, during which she expressed concerns about our items. Despite these concerns, she requested that the order be left open at that time. We have not charged the customer for this order, in adherence to our policy of not charging for items until they are shipped. 
  
  Given the current situation, we have no confirmed date for when the shoes will arrive. As such, we regretfully need to close this order. We understand this is not ideal, and we deeply apologize for the inconvenience this has caused.
  
  We value *************************** patience and understanding throughout this process. If the customer is willing, we would be happy to assist in selecting an alternative item we have in stock. 
  
  Thank you for bringing this matter to our attention.
  
  Best regards,
  
  ***********************
  
  VP, Customer Relationships

  Customer response

  07/05/2024

   
  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

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Returned shoes for exchange. They were never shipped. Over one year delay in contacting you due to the passing of my husband in Sept 2022.If you need further documentation or wish to speak to me, feel free to call.************

  Business response

  08/17/2023

  
  Dear BBB,
  
  I am writing in response to the complaint we received from *************************** regarding a refund for a replacement order ******* she states she did not receive from a year ago on 6/10/2022. 

  Firstly, I want to thank the Better Business Bureau for providing a platform that ensures businesses uphold their commitment to excellence and customer satisfaction. I also appreciate ***** for reaching out with her concerns, and I regret any inconvenience she may have experienced.
  
  Upon reviewing our records, the replacement order ******* was dispatched promptly and was handed over to our shipping partner ***** and then reported as missing or delayed by the carrier. According to our tracking records, the order does not show any confirmed delivery status and we have no access for records dating back one year ago. 
  
  We pride ourselves on transparency and service. While it is rare for such delivery issues to occur, we acknowledge that anomalies can happen. Given that the tracking does not confirm the delivery and considering the duration of this issue, we are in agreement with *****'s request.
  
  Therefore, we will process a full refund in the amount of $130.34 for the item TB9035FGP : TB9035FGP-085-M on original sales order *******. The refund will be credited back to the original payment method within 5-7 business days.
  
  In conclusion, I apologize for the inconvenience ***** has faced. We value all our customers and strive to provide the best service possible. Should ***** or the BBB have any further queries or require additional information, please do not hesitate to contact our customer service department at **************. 
  
  
  
  Warm Regards,
  

  ***********************
  Vice ********** ******** Relationships
  GDEFY
  E: ****************
  P: ************
  ********************************************************************
  
  
  

  Customer response

  08/17/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned a pair of shoes on 2/18/23 ... I was promised an immediate refund for using Happy Returns. I have never received a refund. I emailed and called. Gravity Defyer keeps telling me that the refund is being processed and escalated, but I still do not have my refund of $154.75. I believe the company is trying to steal my money. I would like the refund immediately.

  Business response

  04/04/2023

  Hi *****,

  We would like to apologize for the inconvenience this has caused. Your refund was successfully processed on 4/3/2023. Please allow 7 to 10 business days to see your refund back on your original payment method. Thank you.

  Kind Regards,

  GDEFY

  Customer response

  04/05/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered these shoes after seeing the ad in Kiplingers ************************** Shoes advertise if they didn't work money back. I went on the website, and they didn't talk about returning my money back. Lots of complaints I see and the internet shoes customers returned shoes but not refund. I couldn't even get the internet to accept the return. I have enclosed pictures of the brace I wear and the shoe I couldn't get my foot in after putting the brace in the shoe. I am disabled veteran

  Business response

  11/07/2023

  To Whom It May ****************** appreciate the opportunity to address the concern brought forth by the customer regarding the purchase and subsequent return process of our product.
  
  Firstly, we extend our sincerest respect and gratitude to the customer for their service as a disabled veteran. It is always our intent to serve our customers with the utmost care and support, and we regret to hear that we did not meet those expectations in this instance.
  
  Regarding Sales Order Number ******* for Item Number TB9024MBB-120-W, we confirm that after the customers return of the shoes, a full refund in the amount of $125.00 was issued to the original method of payment on February 21, 2023, at 1:53 pm. We trust that this transaction has been reflected in the customer's account accordingly.
  
  We recognize the importance of a smooth and user-friendly return process, and it concerns us greatly that the customer faced hurdles in accessing the return system via our website. We are actively working to ensure that our return policy and procedures are transparent and easily navigable for all our customers, especially those who may rely on the functionality of our products for health-related reasons.
  
  We are also reviewing our customer support protocols to expedite assistance and ensure that all steps from return initiation to refund confirmation are communicated effectively and promptly.
  
  We apologize for any difficulty or inconvenience the customer experienced during the return process and for any lapse in the service they received. Should there be any additional issues or concerns regarding the refund, or if the customer has yet to see the reflected amount, we encourage direct contact with our customer support team. Please reach out to us at ************, and we will ensure that your case is handled with the priority and sensitivity it deserves.
  
  Again, we apologize for any inconvenience and thank the customer for their patience and for bringing this issue to our attention. We are committed to making this right and upholding the high standards our customers expect from Gravity Defyer.
  
  Sincerely,
  
  ***********************
  VP, Customer Relationships
  ******************

  Customer response

  11/07/2023

   
  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.

  I thought this matter was cleared up. Yes, I did return the shoes, and did receive a refund. Communication extremely difficult with your company, but I'm satisfied with the response.
  

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, ** ordered sandals from gdefy on 6 February and received on 10 February just for my birthday, when I open box they are too small and I cant try on, then I emailed customer service to get return label, I didnt get replay, and try to scan qr code, there said we didnt suport returns in this region, so Im hopeless, I spent a lot of money 125 and what I can do?

  Business response

  11/07/2023

  To Whom It May ****************** have received the complaint lodged by the customer regarding the difficulties experienced with the return of sandals purchased on February 6, which were received on February 10, intended as a birthday gift.
  
  First and foremost, we extend our sincerest apologies to the customer for any inconvenience and frustration this situation may have caused. At Gravity Defyer, we pride ourselves on our customer service and the quality of our products, and it is disappointing to hear when a customers experience does not meet our standards or their expectations.
  
  We understand that receiving a product that does not fit can be disheartening, especially when it is intended for a special occasion such as a birthday. Furthermore, it is concerning to hear that the customer encountered difficulties in obtaining a return label and received a message indicating that returns are not supported in their region. This is certainly not the level of service we aim to provide, and we are looking into how our return processes can be improved for international orders.
  
  Upon review of the customers order (*******) for the item TB7218FU-080-M, we can confirm that a refund in the amount of $100.00 was processed to the original method of payment on April 19, 2023, at 7:00 am. We hope that this refund has been received by the customer and goes some way toward resolving the matter.
  
  We would like to assure the customer that we are dedicated to resolving this situation to their satisfaction. If there are any further issues regarding the refund, such as discrepancies in the amount due to currency conversion or additional costs that were not covered, we kindly request the customer to contact us directly. Our customer service team is on hand to ensure that any remaining concerns are addressed promptly and effectively.
  
  Please reach out to our customer support at ************ at your earliest convenience, and we will prioritize your case to ensure a satisfactory resolution.
  
  Again, we apologize for any distress or inconvenience this matter may have caused. We value our customers and are committed to making things right when issues arise.
  
  Sincerely,
  
  ***********************
  VP, Customer Relationships
  ******************
  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10-23-22, at the Encino retail store of GD (Gravity Defyer) -I purchased one pair of black **** shoes for $147.83. I also ordered and paid for one pair of ******************* shoes for $142.35. The brown shoes were out of stock and needed to be manufactured. GD has a 60 day return policy.I decided I did not want the shoes. I never wore the black pair. All future dates are approximate dates except the **** shipment date.On December 5 I contacted GD at their 800 number, and was told I had to deal direct with the Encino store. I contacted the Encino store.Status of black shoes (received and returned):The Encino store had a mailing label sent to me. I sent the shoes back via **** per the attached receipt. The **** tracking for the shoes has been incorrect since December 10. The **** website says that the shoes are still at the ********* post office. I went to the post office on December 19, and was told the shoes were sent in a cage with many other packages to a central return processing facility. I got a different story at the **** on January 9, when I was told the **** provides no tracking for customers using this type of **** return service.If I had known this, I would have paid to send the shoes back to GD immediately. GD has never told me the status of the returned shoes.Status of refund on brown shoes never received:I was told my credit card would be credited for the $!42,35. Then I was told I would receive a refund check by the end of December. On January 9, I was told the refund was already completed, and that I should call ***** at the 800 number. ***** does not take phone calls, and I left a message, I have made at least four phone calls to different people at Encino, and at least two phone calls to different people about the refund. I also sent a email to the online customer service unit. All I received was an email asking for a review of their customer service ***** I have yet to receive a truthful response or my refund.

  Business response

  02/02/2023

  Hi *****,
  
  We would like to apologize for the inconvenience, and we thank you for your patience and understanding. We are looking further into this and will send an email from our customer care email once the refund has been processed.

  Customer response

  02/03/2023

   
  Complaint: 19325579
  

  Today I received a $147.83 check for the shoes I returned through ****.  This refund was processed before my complaint was received by GD.  Part of my frustration in writing the complaint was the nonexistent tracking by **** for the return process used by GD.
  

  The remaining issue is the refund for the ******************* pair of shoes I never received. 
  

  I will fully accept the response once i receive the second check for $142.35 from GD.
  
  Sincerely,
  
  *************************

  Business response

  11/07/2023

  To Whom It May ****************** appreciate the opportunity to address the concerns raised by the customer regarding their experience with the return and refund process for the black and ******************* shoes purchased at our Encino retail store on October 23, 2022.
  
  We understand the frustration that can arise from return and refund delays, especially when the tracking and communication regarding the status of a return do not meet the customers expectations. Gravity Defyer is committed to making the return process as smooth as possible, and it appears that in this instance, we have fallen short.
  
  With respect to the black **** shoes, we apologize for any inconvenience caused by the issues with **** tracking. We take full responsibility for ensuring that customers are informed of the specific terms and conditions associated with return labels provided by our company. We regret any misunderstanding regarding the tracking capabilities of the return service used in this case.
  
  Regarding the ******************* shoes, we understand the customers decision to cancel the order given that the shoes were out of stock and had to be manufactured. We apologize for the conflicting information provided about the refund process and the delay in communicating the status of the refund.
  
  Upon reviewing our records, we can confirm that refund checks in the amounts of $147.83 for the black **** shoes and $142.35 for the ******************* shoes were issued to the customer. Our accounting department has verified that these checks have indeed cleared our bank.
  
  We kindly ask the customer to verify whether they have received these refunds. If the customer has not received the checks or if there is any discrepancy with the amounts, we request that they contact us directly. Our customer service team will prioritize the resolution of this matter and ensure that the customer receives the refunds due to them.
  
  We sincerely apologize for any stress or inconvenience caused by this situation. Our goal is to rectify this matter to the customers satisfaction as quickly as possible. Please reach out to our dedicated customer service representative, *****, or her team at our toll-free number ************, and we will ensure that your call is received and addressed promptly.
  
  Gravity Defyer is committed to continuously improving our customer service, and we value the feedback provided by our customers to help us achieve this goal.
  
  Sincerely,
  
  ***********************
  VP, Customer Relations
  ******************
  

• Initial Complaint

  12/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Return label request 10/24/22 $160 cost of shoes The customer service department has told me 8 different times they would send a return label so I can return shoes to get my money back. They said they would send a label in the mail, which never happened. They said they would email it to the 3 different email addresses I provided, which also didn't happen. The company will not do anything to ensure I can return the shoes that hurt my feet for a refund. This has been going on since October and they will not send the shipping label. I have the email trail with all communication from customer service and shipping department with my requests for a return label to get my money back. Order number: ******* Case number with customer service:*******

  Business response

  01/25/2023

  Business Response /* (1000, 5, 2023/01/05) */ Hi **** Viewing your account we see the return label was emailed on 10/24/22, 11/14/22 and was mailed out to your physical address on file. One of our supervisors has emailed a return label again on 1/05/22. Please confirm if you have received the label by responding to our customer service email. We apologize for the inconvenience. Thank you.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife was attempting to use a ********************** for a purchase. We were never told it had an expiration date.

  Business response

  01/23/2023

  Business Response /* (1000, 5, 2023/01/05) */ Hi *****, Viewing your account, it shows a credit memo was created and later was fully refunded back to the original payment method in the amount of $155.00 on 6/3/2020. IF you have any further questions or concerns, please feel free to give us a call at*************. Thank you. Consumer Response /* (3000, 7, 2023/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) We agree that a Credit Memo was issued for $155 in June 2020. However, what the business told you was a HALF-TRUTH (a HALF-LIE). We have a pair of athletic shoes in a "Cart" and the online ordering would not accept the Credit Memo. Apparently the company has a new policy that store credits expire in 2 years, so we were unable to purchase the shoes. Look under FAQs Payment Information. We question how many other customers have store credits which will not be honored without a fight! Very disappointed with their reply! Business Response /* (4000, 9, 2023/01/17) */ Hi *****, We would love to get this taken care of for you. One of our supervisors will be reaching out to assist you within 48 business hours. Consumer Response /* (2000, 11, 2023/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Customer Service Supervisor *********** called and handled the new order in a satisfactory and professional manner. He indicated that GDEFY's IT Dept would look into how store credits are handled on online orders in the future. GDEFY ******** thank you for the resolution.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is under my husband's name, *******. He had ******** 2 years ago, and thought these shoes would help him with his equilibrium. I have a pair of these shoes, but my husband thought I needed a second pair. The second pair, a different style, was not comfortable. I called to get a refund. I have gotten so much run around, First I was told to take it to ***** drop off, no label needed. ***** needed a label, and never heard of Happy Returns. Next time, I got a case number, and was told a label was to be sent. I didn't receive it, requested that it be mailed to me. Each time I call to tell them to say I haven't received a label, they tell me the case has been closed but they will send another label. I wait the 7-10 business days, but still nothing. Each time I ask to speak to a supervisor. None are ever available, and they promise one will call within the day or two. I have not heard from anyone. The case number is ****** The first guy I spoke with, I didn't catch his name. The others I spoke with are ********************************************* promised ******, a supervisor, would call me today. I am still waiting. All I am asking is my $145.00 refunded to me and to send the shoes back to them. I appreciate what you can do for me. ***********

  Business response

  01/05/2023

  Hi *****,
  
  We have looked into your case and show a return label being sent, as well as a supervisor calling and leaving a message on 12/30/22. Can you please provide the best time to contact you so one of our supervisors can reach out? Thank you.

  Customer response

  01/11/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  they can call my cell ************ anytime

  Business response

  01/12/2023

  Business Response /* (1000, 5, 2023/01/05) */ Hi *****, We have looked into your case and show a return label being sent, as well as a supervisor calling and leaving a message on 12/30/22. Can you please provide the best time to contact you so one of our supervisors can reach out? Thank you. Consumer Response /* (2000, 7, 2023/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) they can call my cell************* anytime

  Customer response

  01/18/2023

  I have received no label in the mail and no supervisor has called! I see that the case has been closed. All I want is my $145 refunded to me and to return the shoes. Please do not close this account until it has been solved. What do you suggest? Should I contact the company or continue to work with you? I will never buy another pair of shoes from them. I am convinced that I have not spoken to anyone there that tells the truth. Please contact me at my cell phone ************ ********************* PS You want me to take a survey, just a little difficult when nothing is solved! Thank you

  Business response

  01/24/2023

  Good afternoon *****,
  
  Viewing your account it shows you were able to speak to one of our supervisors, and another return label was mailed to your address as of 1/24/2023. If you have any further questions or concerns, please feel free to reach out at ************. We apologize for the inconvenience and thank you for your patience and understanding.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased 10 pairs of shoe for $1,066.61 on September 30 2022 and opened reward program on November 6 2022 . We are expecting for ****** points for reward.we contacted them so many times with helpless via emails and phone calls . Too many promises from the customer services to escalate my problems to higher management but no helps.

  Business response

  12/15/2022

  Hi *****,
  
  We apologize for the inconvenience and are working diligently to ensure your reward points are added to your account. At this time, we have sent your information to our IT department to investigate and resolve. We will reach out as soon as the issue has been successfully resolved. Thank you.

  Customer response

  12/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I called your customer service department 6 weeks ago and they told me exactly as your response. Please let me know approximately when it can be resolved. Thank you very much!

  Business response

  12/22/2022

  At this time they are working on the issue, and we will contact you once it has been resolved. One of our managers will be reaching out shortly. Thank you for your patience and understanding.

  Customer response

  01/04/2023

  we are still waiting for a response from the Gravity Defyer as they were promising to have one of their managers reaching out shortly with our patience and understanding. please do not close this case yet since it has not been resolved. Thank you

  Business response

  02/02/2023

  Hello *****,
  
  We apologize for the length of time it has taken to resolve this issue. Your request has been completed, and your reward points are now available for use on your account. We thank you for your patience and understanding.

*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. ↩