Complaints

The 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:02/01/2023

  Type:Product Issues
  Status:

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/30/2022

  Type:Product Issues
  Status:

  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.

  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

  Date: 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

  Date:12/28/2022

  Type:Product Issues
  Status:

  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.

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

  Business Response

  Date: 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

  Date:12/23/2022

  Type:Product Issues
  Status:

  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.

  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

  Date: 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 Answer

  Date: 01/11/2023

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

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/13/2022

  Type:Product Issues
  Status:

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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.

• Initial Complaint

  Date:12/07/2022

  Type:Product Issues
  Status:

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/22/2022

  Type:Product Issues
  Status:

  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.

  See attached

  Business Response

  Date: 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

  Date:11/10/2022

  Type:Delivery Issues
  Status:

  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.

  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

  Date: 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

  Date:10/17/2022

  Type:Product Issues
  Status:

  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 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

  Date: 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

  Date:10/14/2022

  Type:Product Issues
  Status:

  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 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

  Date: 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.