ComplaintsforMarc Fisher Footwear

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased the ****** Pointy Toe Over-the-Knee Boot on 10/3/23. The 2nd time I wore them, the heel completely broke off the boot. I emailed the company at the email address posted on their contact us page on 11/28/23 and attached pictures to confirm purchase date and what happened. I emailed them 5 times within a span of 3 months and never received a response.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an online order for a pair of shoes on Feb 2. When the package arrived ***** had sent me the wrong shoes and wrong size. I contacted them online and began exchanging emails regarding the problem. They asked for photos to be sent of the wrong item, which I did last week. I asked for a shipping label to be sent to me so I could return the shoes and either the correct ones be sent or a full refund. No reply. I emailed again yesterday to ask how this was going to be resolved, no reply. I called today and spoke with someone in customer service. She told me this issue had to be resolved by “upper management” and that she would “escalate the issue to them.” I again told her I needed a shipping label and either the correct shoes mailed to me or a full refund. I feel I am getting nowhere with dealing with the company and I am looking for help in getting this resolved.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Monday February 5th I received my order from Marc Fisher. I ordered a pair of booties that were on sale with an additional 25% off. The box the shoes were in was damaged and there were two left boots, different styles. One boot was the style I ordered, the other was a different but very similar style however they were both for the left foot. I called MF immediately and was told someone would be getting back to me via email. The next day I received an email asking for pictures. I sent the pics same day and the next day I received an email apologizing and stating that I could return the boots with the included label and they gave me a code for 15% off my next purchase. This was unacceptable to me. I responded by letting them know I’d actually prefer to have the boots I ordered. The next day I was given a number to call to request the boots. I called and spoke to Patrick. He informed me the boots were out of stock. So I inquired of the similar boot that was sent along with the one I ordered. It is in stock in my size. He stated since the similar boot was not on sale ($179) they would not honor the price I originally paid and exchange it for the two left boots, although the boot I initially purchased was originally $199. I asked Patrick if I could speak to someone else he told me no, stated he was a supervisor and became aggravated and rude with me. I then told him he could send me to a coworker but I no longer wanted to speak him. He refused. Upon hanging up and calling back I spoke to someone else who told me they would not honor the price although MF is who made the mistake and inconvenienced me. I believe they should honor the price I paid and send me the similar boot. I also believe offering someone a 15% off coupon when they originally had 25% off is poor customer service. I am submitting this because the sub par level of service I recieved needs to be dealt with and MF should not treat customers as if it’s their fault a mistake was made.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  placed an order for a pair of evening shoes from **** **** online. received email notification that the shoes had been delivered but no package left at my house. I opened a claim with *** whom after several days came back to me and told me they could not locate the package and to contact the shipper/manufacturer. I reached out to **** **** via telephone and have been communicating via email since. they will not refund my order for the missing item bc they cannot open a claim with UPS. I had a claim/investigation opened with *** and they closed it upon declaring the package could not be located. im seeking my refund for the shoes I did not get and I dont want a gift card and I dont want to have to go in a circle of contacting *** than **** ****, than *** than **** ****. this isnt my error and im paying for it in more ways than one. Order # **********

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The store is refusing to give me a refund for shoes that were ordered and returned in pristine condition: Order Number MF ******. They stretched out the return process (i.e. asking for pictures, days later; sending me to *** when they knew I was supposed to be at the post office with the shoes and finally promising to have a supervisor contact me when that never occurred.) Then they sent me a store credit. That is seemingly why they slow rolled the process. An employee there named Nicole shared that they do this with lots of customers and she said what she tells customers to do is to dispute it with their bank and the bank will refund the money. To date, I still haven't received my cash refund for the shoes and everytime that I attempt to reach a supervisor, I'm being stone walled (i.e. "someone will contact you in 24-48 hours"..."call back after 1 pm"..."I apologize for who gave you that information but that can't happen. How can I assist?") Martin, who explained that he was a supervisor, said that it was now (at this point) past the time that the policy would refund me. So while they can resell my shoes for more money, I'm out of my money. When I asked for a corporate number, I was told to ****** it.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 2/5/23, I placed a shoe order requesting a size 8.5 (Order #*********); however, when I received my order on 2/8/23, it was a size 5. I immediately contacted customer service, who indicated I was the 4th caller that day who had ordered their correct size but received size 5 shoes. The purchase was a final sale so no exchanges/refunds could be given, which I clearly understood but an error was made by the company, not me. All I wanted was to have my correct size shipped in exchange for the incorrect sized shoes. The customer service rep created a ticket (*********), clearly stating this had been an issue multiple times that day with customers and requesting Marc Fisher customer service contact me directly because I wanted the shoe in my correct size. By 2/9/23, I still had not heard from anyone regarding my issue; therefore, I reached back out to Marc Fisher customer service and created yet another ticket (*********) requesting some type of response because I did not want to miss out on getting the correct sized shoes. On 2/10/23, after still not receiving any response, I contacted customer service via telephone and was told I would have to wait on resolution of the already submitted tickets. At that time, I was also advised there were only 2 pairs of the shoes in my correct size left in stock, so I purchased another pair. Later that day, I received an email from Marc Fisher customer service indicating the original ticket (*********) had been merged with the most recent submitted ticket (*********) but there was no other information listed regarding my concern. As of 2/13/23, I still have not heard back from customer service regarding my issue and I still have a pair of shoes I can't wear. Despite being told a resolution would occur within 24 hrs. of the ticket submission, the company has not made any efforts to correct their error, initiate the return of the incorrect order, or refund me my money for the size 5 shoes seeing I had to repurchase my correct size.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Marc Fisher sold a defective product causing injury and refuses to honor an exchange.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order with Marc Fisher Footwear in November of 2021. Since Marc Fisher does not deliver to ******, I had my order delivered to a shipping depot in **** ****** ********--about an hour and a half from where I live. After placing the order, ****** announced new border restrictions as a result of the ongoing Covid-19 crisis and arrival of the new Omicron variant. I was able to pick this up on the last day before the new restrictions came in place. After picking up my order--which contained four pairs of boots--I realized half of it was incorrect. I only received three of the four pairs of boots and then was sent the wrong size of another. I sent photos showing that I received the wrong size. They told me I could ship them back for a refund or exchange. I told them I was from ****** and because of the border closures, I could not ship them back. They offered me no resolution and told me to hold on to them until I could make it back to the US--despite them sending the wrong pair and this being an error on their part. March 2022 came and there was still no ability for me to send these back without paying for a $250 PCR test to return them. I asked them if I could pay for ****** Post to ship them back at my own expense. They agreed. However, now are saying they never received them. So now I am out a pair of boots and the money I paid for them.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Company misrepresents shipping time frames and takes money for express shipping but does not adhere to their own policy timeframes. I placed an order Monday 10/24 for express 2-3 day shipping for $21.95 for an item I needed by Saturday 10/29. The company lists 2-3 days for processing and 2-3 days for shipping. Which would make Wednesday or latest Thursday (if Monday did not count) for the item to “process” and assuming ship. There was an option for 1-2 day shipping for $30.99 but I didn’t want to spend that amount for shipping and didn’t need item for 6 days so I figured I would be safe with 6 days being the max number of days for processing and shipping. The company shipping rates are grossly inflated from actual real time shipping rates but I figured this may help guarantee arrival. Today is Friday 10/27 and the order has still not processed. I know the item won’t be received in time with one day left to process and ship so I called to cancel order and was told no. I expressed since the expedited shipping commitment was not upheld that I should be able to cancel and I was told again no. I was told the processing time is 2-3 days and the shipping time is 2-3 days giving Marc Fisher 6 days to actually “ship” the item not 6 days for me to actually receive the item. I explained that is very misleading and that all companies order processing means preparing the shipment and shipping timeframes indicate time it will take in shipping. I was told processing is processing order and shipping is preparing to ship the order not the shipping time and that she doesn’t care how other companies do it but that is their policy. I asked to speak to a manager and she said one was not available.

*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. ↩