ComplaintsforGravity Defyer

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought 4 pairs of shoes from Gravity Defyer last year (October 2021), because I had some foot pain, and the company claimed that these shoes help with the foot pain. I consistently wore the shoes all the time and even bought a pair for my dad (which also hurt his feet after couple months), because I believed what they claimed about NO FOOT PAIN. After few months of wearing the shoes, my foot got worse and worse, and I got to a point I wasn't able to walk anymore without having excruciating pain. I went to a podiatrist, and he said I have to wear a boot for few weeks and took me off work and made me use crutches to take the pressure off my foot. I reached out to the company and they opened a case for all the shoes I bought from them. Here are the case numbers: (****** - ****** - ****** - ******). I explained my situation and asked them to refund my money because their false claims made my feet even worse, because I believed them and bought so many pairs. Then I found out that many other people have suffered because of company's baseless claims and I even found a lawsuit going on about this matter on ************************ website as follow: "************************ Sues Gravity Defyer and its Owner for Violating FTC Order and Making Baseless Pain-Relief Claims to Market Footwear". I have been contacting the company since October for several times and inquiring about a refund, but after such a long time of waiting, all they offered was a replacement of the shoes and that I had to send them $9.99 for each pair in order for them to ship me new ones. Apparently, the management didn't get my message. Their shoes were so bad for my feet that that my doctor wanted to put my foot in a cast, but finally agreed to a boot for about 9 weeks. I DO NOT WANT to get the same shoes again. I will never wear these shoes nor I will ever recommend them to anybody. I had such a horrible horrible experience with these shoes and their false advertisement.

  Business response

  12/12/2022

  Hi ******, we are sorry to hear that you have had an unsatisfactory experience with Gdefy and our products. We are looking into this right now and will be in contact as soon as possible. Thank you.

  Customer response

  12/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They never contacted me, and it has been 10 days since their first response.

  Business response

  11/07/2023

  
  Case Numbers: ******, ******, ******, 475934
  
  To Whom It May ********************* you for forwarding the customer's concerns expressed in their statement regarding their experience with Gravity Defyer shoes. We take all feedback very seriously and apologize for any distress or inconvenience our products *** have caused the customer.
  
  Upon a thorough review of the situation and the case numbers provided, we acknowledge that the customer was indeed offered a one-time exchange for the shoes as they contacted us outside of our standard 60-day return policy. We understand the customer's hesitation to accept an exchange given their experience, and we regret any miscommunication that *** have occurred during the resolution process.
  
  Gravity Defyer strives to provide products that meet high standards of quality and comfort, and we are disheartened to learn of any instance where our products do not provide the expected level of satisfaction or the health benefits as claimed. While we stand by the general benefits of our footwear, we respect the customer's individual experience and the professional advice they have received from their podiatrist.
  
  We would like to confirm that, in an effort to resolve this matter to the customer's satisfaction, we have issued a full refund for all four pairs of shoes associated with the cases mentioned. Checks numbered ****, ****, ****, and **** were issued as a one-time goodwill refund outside of the warranty period and were mailed to the customer on October 30, 2023.
  
  We believe this action demonstrates our commitment to customer satisfaction and our willingness to make exceptions to our policies when circumstances justify such measures. We sincerely hope that this refund will help alleviate some of the distress the customer has experienced.
  
  If the customer has not yet received the checks or if there are any additional concerns that need to be addressed, we encourage them to contact our customer service team directly so that any outstanding issues *** be promptly resolved.
  
  We thank the customer for bringing this matter to our attention and hope that our response reaffirms our dedication to customer care and service.
  
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  See attached

  Business response

  12/02/2022

  Hi ********,
  
  We have confirmed that a return label was sent via mail for the second time on 11/14/2022. You should receive it within 14 business days. If you still do not receive the label, please let us know. We apologize for the inconvenience this has caused.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  on 10/23/20222 did place an order with gravity defyer for walking shoe. They inform me my order will be shipped within 3 days. I have to call them 4 times in different days to follow up on the date my order will be shipped. Every time they premised me it will ship the same day. At last, I received my shoe on November 06,2022. Unfortunately, they sent me the wrong size. I did order size 12 XW they shipped size 12 W Wich did not fit me I called them same day; they told me to send it back and will send me another model size 12 XW. I did send the shoe back. On November 7 I received an email from the company that they will refund my money. I called them asking for the exchange I been promised, they told me a supervisor will contact me. called again after 2 days reporting that no one called me back. I asked to talk with a supervisor been informed that no one is available now. Every time I called asking for a supervisor, I get the answer that nobody is available now. I need my exchange shoe I been promised (see the company email attached). Thank you for your help

  Business response

  12/02/2022

  Business Response /* (1000, 5, 2022/11/15) */ Hi *****, We were able to look further into this issue to find out what happened here. It appears the shoe you ordered was not available in an XW width, so a refund was processed. We would love to get this taken care of for you as quickly as possible. We have reached out to a supervisor who will be calling you right now. We apologize for the inconvenience this has caused, and look forward to speaking with you. Thank you.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of shoes from them! And they got lost during delivery. And they said after about 12 days they were going to replace the shipment! And still not received them. Called back many times and they said they were going to ship! Nothings happened. Ordered on September 8 2022. And they took the money out of my account ! I just want my shoes I ordered! Tracking number for first time ! **************. Any help would be greatly appreciated.

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/10/19) */ Hi ****, We have looked into your account and see the replacement was shipped on 9/22 and was received on 9/28 via tracking ***********************. It appears another replacement is also pending shipment and is scheduled to ship out today. We will have a supervisor reach out via phone to confirm the address to ensure the package is received. Thank you.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased shoes 3+ months ago with a credit card. I eventually received the shoes. They were way too big. I returned them for a smaller size. I eventually received those. They were also way to big. I returned them for a refund. While waiting, I was advised by the credit company who issued the card I used to purchase the shoes that my CC was hacked and was being cancelled. I advised *******'s customer service agent of this. They told me, and their accounting office, the refund would then be made by 'cashiers check'. No check was ever received. I've repeatedly called and got the same run around that they would 'expedite' the refund. Then, I received an email saying the refund was made 2+ weeks ago to the credit card # that THEY KNEW was hacked, per their own customer service agent. I've read the many other complaints on your website and I find I have more than enough company who have been treated similarly. Also, the FDA is pursuing action against this company for fraudulent and misleading advertising. This is clearly a company that has thumbed it's nose to the government and it's customers. They should be shut down altogether. I will be happy to speak with any of yours, or the government's, investigators to assist in pursuing that or any appropriate end for **. ********* and his deceptive practices.

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/10/19) */ Hi ****, When a refund is processed, it automatically is applied back to the original payment method. We apologize that you have had this experience with ***** and will ensure this matter is taken care of. Can you please provide the order number so we may look further into this for you? Thank you.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/2/2022 I placed an order with the company, and waited almost three weeks for delivery. I called and was told the item was backordered. I asked why the online purchase didn't reflect that, or why no one called to advise me of that. The agent said, "I don't know." But he offered to replace the order for the same shoe in a different color at the same discounted price, with expedited shipping at no additional charge. Again, I waited patiently, no shoes on 10/10/22! I called, and was told the company cancelled my order because they were having issues accepting PayPal as payment! I asked why I wasn't notified of this!!! Again, "I don't know!!" I asked to speak with a supervisor, left my phone number, and have received no followup call. I'm wondering if the item was backordered because I was receiving $50 off a pair of $150 shoes??? Terrible customer service! I asked the rep on 10/10 can you please replace this order for me and I'll give you a different form of payment rather than Paypal and he said no, I can't do that. Very, very frustrated with not only the customer service's ignorance of what's going on, but mostly by the failure of the company to twice fail to contact me to let me know I need to replace/modify my order.

  Business response

  11/03/2022

  Business Response /* (1000, 8, 2022/10/14) */ Hi *******, We deeply apologize for the experience you had with our customer service. I ensure you we are looking into this. One of our supervisors will be sending you an email with a discount on your next order, and will reach out via phone to speak to you about this situation. We take our customer care as our number one priority and this is not the experience we want any of our customers have. If you have any other questions or concerns, please feel free to respond to our customer care email so we may assist you. Thank you.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had purchased a pair of sneakers back in April 2022 they were tight so I made arrangements and send the original sneakers back I requested a half a size larger. I have the tracking number I have a signature that was signed for the sneakers and to this day I have never got my sneakers back nor my refund and I contact them by phone and it just seems to be a very difficult process to get my money back or another pair of sneakers. I think they just wanted to steal my money

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/10/07) */ Hi ******, We would love to get this taken care of for you as quickly as possible. Can you please provide your order number so we can look further into this? Thank you.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have bought shoes for me and my wife. My wife did not like the shoe, so we returned in a week. No problem, I got my refund in 30 days. as far as my shoes, (1) pair I used on and off for(2) -(3) weeks in the house to try and get adjusted since I have very bad feet, flat and ankle problem due to birth defect. I started wearing slowly 2 hrs, 4 hrs, 6hrs gradually since I only work part times (3 days per week ,but I stay con concrete floor for all day. after wearing for more than (2) months, my left foot was hurting vary badly. I went to see my Podiatric Doctor and he told me that my top bone is ***** and getting swollen, which his hurting. He inspected my new shoes, found that its pressure from shoe creating the problem. I went to see him few times, because it got worst and got blister, little bump on top. Any way I contacted Gravity Defyer and complaint, The denied, it was out of warranty. I escalated the complaint, I was to send on my own expense -$ 27shoes, the photos of shoes and The same stereo type answers from all the employees who answered. so far, I never got the refund on my shoes since June 22,22 I can forward all my copies of email. But , I can not upload it now. I ca n send you from my email

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/09/27) */ Hi ******, We apologize or the experience you have had with *****. We would love to get this taken care of for you as quickly as possible. Can you please provide the order number, or the email address and phone number associated with the account? Thank you.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased shoes from this company and they did not fit. I have been calling and emailing gravity defyer several times over the past few weeks and can not get any satisfaction. I am told they are sending an email, that never arrives. I would like my money back one way or another. Thank you **************

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/09/19) */ Hi ******, We apologize for this experience you have had with GDefy. We would love to assist you in getting this taken care of as soon as possible. Can you please provide the order number, or the phone number and email address associated with the account? Thank you. Consumer Response /* (3000, 7, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) My order number is ****** and my info should be on file Business Response /* (4000, 9, 2022/09/26) */ Hi *******, Unfortunately, that order number does not match any orders in our records. Order numbers should be 7 digits long. If you have an email address or phone number associated with the order, we can look it up that way. Thank you. Consumer Response /* (2000, 11, 2022/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I'm extremely irate in the handling of my purchase/return. I returned shoes that were too big and they were received by Gravity Defyer on 7/23/22, **** tracking #***************************. I originally requested an exchange via paperwork I filled out and placed in the return box. On 7/29/22 I received an email by Gravity Defyer's customer support saying they did not have the exchange I wanted. So on 7/29/22 I responded that I wanted a refund instead. Since 7/29/22 to 8/26/22 I called twice a week and sent emails with a case number ******. It never gets updated with each time I call and I do not get a response via email, so whats the point of having a case number? Highly frustrating! Each phone call I was told it was still in store credit status and they will submit a request to accounting to change the status to refund and refunds are processed in 3 business days. I'm so sick of the same robotic excuses. September 2, 2022 I called and I had enough and demanded resolution. The customer representative put me on hold to talk to accounting and then apologetically promised a refund that day, on September 2, 2022. Today is 9/8/22 and I still have not received a refund, or even an update on my account! So I called back again today, 9/8/22 and got the same answers of "I will talk to a supervisor and let accounting know and have a supervisor call you back within 48 hours". This is ridiculous and extremely bad business which is so incredibly disappointing as the product is supposed to be a respectable product that helps with pain. This sort of customer service and customer satisfaction is unacceptable. I never had to report a business to *** before.

  Business response

  10/06/2022

  Business Response /* (1000, 5, 2022/09/12) */ Hello *****, First off we would like to apologize for the experience you had, as we take our customer care as our number one priority. We have successfully processed your refund back to your original payment method. Please allow 7 to 10 business days to receive your refund. If you have any other questions or concerns, please let us know. Thank you. Consumer Response /* (3000, 7, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been promised a refund for many weeks. Having to wait another 7-10 business days is absurd. I will leave this case open until I actually physically receive the refund. 10 business days from 9/12/22 is 9/26/22. Business Response /* (4000, 9, 2022/09/19) */ We completely understand. Thank you for your patience and understanding, and again, we apologize for the experience you had with GDEFY. Have a wonderful day. Consumer Response /* (4200, 11, 2022/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Today is Friday 9/23/22. Monday is 9/26/22, 10 business days from the promised refund that was said to be processed on 9/12/22. I will update *** if I do or do not receive it on Monday 9/26/22. If I do not receive it I want immediate action to be taken. Business Response /* (4000, 14, 2022/09/26) */ Hi *****, Your refund has been reissued to your original payment method as of 9/26/22. If you still do not receive your refund, we suggest contacting your card provider for further details. We understand how frustrating this can be, and apologize for the inconvenience this has caused. We ensure we are working diligently to ensure your refund is received. Thank you. Consumer Response /* (4200, 16, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) My original payment is ******! I contacted them and they have no records of a refund and no transactions are in cue for processing regarding any refunds. I now have an open dispute through ****** regarding this issue. I feel that your responses are robotic and I need a resolution. Please provide me your transaction confirmation or something! Proof that the refund has been truly processed and where the funds are right now! Consumer Response /* (3000, 17, 2022/09/26) */ Today is 9/26/22, 10 business days from when the refund was supposed to be processed on 9/12/22. My original payment is through ****** so there is no reason for such negligence. I demand resolution. Overnight a check to me in the amount of $160.00 for my full refund. Send me the carrier name and tracking number as well. As you can understand I have absolutely no confidence or trust in your company. Consumer Response /* (2000, 21, 2022/10/03) */ ****** awarded me claim and refunded me the $160, received today 10/3/22. Thank you ******.

*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. ↩