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:04/28/2025

  Type:Customer Service 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.

  Bought a pair of Springer Leather size 8s from them more than a month ago. Incredibly, the tongue of the left shoe broke off in 3 weeks (this has never happened before in my life!)Reached out to support and support has been helpful at first, referring me to their "escalations team". It took 2 weeks and 2 more phone calls for them to send me an email requesting pictures of the defective shoe, and after I instantly sent the pictures, it took them another week to reply.They finished their "investigations" and sent me a return label. They will replace the shoes but demand that I send them back first before they send their replacement. Shoes for crews is a work shoe website. What else am I supposed to wear to work while waiting for the replacement?I requested they either send the shoe first, or call me on my cell to see if we can work something out amicably. It has been 4 days and no response ******'s been 3 weeks since making that initial phone call, and my left shoe is broken, uncomfortable and leaks water. Their "escalations" team have not been very helpful, they are slow to respond and ignores my requests and concerns in the email.

  Business Response

  Date: 04/28/2025

  Hi ******,

  Thank you for reaching out to us. We sincerely apologize for the delays you experienced and truly appreciate your patience. Please be assured that we are actively looking into this matter to ensure we provide timely responses and better service moving forward.
  We understand the urgency of receiving your work shoes. However, to properly issue a replacement, we must first receive the original shoes back. We apologize for any inconvenience this process may cause.
  To help avoid work disruptions in the future, we recommend having 23 pairs of work shoes available. This allows for proper care, rotation, and helps manage normal wear and tear. Additionally, we encourage you to consider our CrewGuards shoe covers, which can be worn over any shoes or boots to provide protection when your regular work shoes are unavailable.
  Thank you again for your understanding and for giving us the opportunity to assist you. Please let us know if you have any further questions or need assistance with the return process.

  Have a safe and slip-free day! 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23259185
  
  Thank you for your prompt reply to this matter. 

  My first priority currently is to get you to ship the replacements. In the case of a major product defect, it should not be the consumer who bears the cost of a manufacturing/quality control mistake.

  I am willing to pay for the replacement pair upfront and have it refunded after the defective pair is returned. 

  I have requested to be sent a different style than the one I am sending back, please refer to your support history with the escalations team.

  Thank you again for responding promptly, and I hope this could be resolved very soon.

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

  Business Response

  Date: 04/29/2025

  Hi ******,

  If youd like to purchase a new pair and return the original for a refund, were happy to accommodate thatprovided it falls within our 30-day return and exchange policy. Ill make a note on your invoice. 

  Have a safe and slip-free day! 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23259185
  
  Hi there,

   

  Given your response, you have not read my initial BBB complaint. Please advise your escalations team to email me a no processing fee refund return label.

  Shoes For Crews, after a defective product, horrible "escalations" team response time, unwilling to phone call, and 3 weeks later... You are not willing to make arrangements for the replacement, even with myself willing to pay up front. Given the fast response time from your BBB team, I expected you to work with me on this issue. Unfortunately, the opposite was true.

  Due to your lackluster response, and attempt to blame the customer for the ** issues and bad service from your company, I will not be shopping with Shoes For Crews going forward, and will advise my co-workers not to as well.

  I am incredibly disappointed with this outcome, and had hoped to purchase more from you in the future. 

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

• Initial Complaint

  Date:04/15/2025

  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.

  Called *** prior to 2/19/25 to verify style and size of my last work boot ordered. Placed order when I received it they were way too big. Contacted *** and decided to go with another style and narrower size. Have received 3 pairs with poor craftsmanship. Have sent back 2 of the 3 . Since 3/31/25 have called and sent emails with detailed pictures of all 3 pairs. ********************* refuses to call me to make this right. On 4/10/25 and 4/15/25 I asked for a return label to be sent to me so o can send these boots back and they refused. Tonight 4/15/25 was told escalation department would call me in 5 minutes its been 20 and nothing. I believe they are dragging this out as to pass the 30 day return policy. Any help would be greatly appreciated. Thanks . *** ******* III

  Business Response

  Date: 04/21/2025

  Hi ***,

  Thank you for contacting Shoes For Crews. 

  We are sorry to hear about the issue you encounter with your most recent order. I see our escalation team took your request and was sent over to our corporate department. 

  Have a safe and slip-free day! 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23209955
  
  I am rejecting this response because: since last week Ive yet to hear back from them. Emailed again this week and all they say is they are still looking into it. Ive asked for a return print out so I can send the boots back and still havent heard back. Their one month return policy expires in a day or two. Thanks for your help. *** ******* III
  
  Sincerely,
  
  *** ******* Iii

  Business Response

  Date: 04/28/2025

  Hi ***,

  I see our team rejected the replacement order for this item, however, I will make a one time exception for a replacement order. This order is no longer eligible for a refund so we will issue a replacement order, you will receive a separate email containing the return label. Please follow the steps to complete the replacement order. 

  Have a safe and slip-free day! 

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ****** . While this is exactly what I told you they were doing. Sitting on it till the 30 return policy expired. I hope this next pair is to my satisfaction. It will be my fourth pair. 
  
  Sincerely,
  
  *** ******* Iii

  Customer Answer

  Date: 04/30/2025

  This was not the idea out come. I told you from the beginning that they were waiting for the 30 days return policy to pass and sure enough. After the 30 day they responded. This is why these businesses are the way they are. 

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair 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 a pair of Shoes from Shoes for Crews. I returned them (see tracking # ************) through ***** and they received them on 01/27/2025. I was told I would receive a check in the mail for my refund because I paid for the shoes out of my paycheck through a program my job has. Apparently, this is the only way to refund me because of the way I paid. I have yet to receive my refund. I was given a confirmation # ******** for the credit on 01/31/2025. I have called numerous times and they refuse to let me speak with a supervisor and one never calls me back. I was given a reference ticket # ****** and received an email stating "The refund request will be researched and handled within 5 business days." and then it supposedly would take another 5-7 business days for me to get the check. Well it has already been 10 business days and that ticket is still sitting open and I am not being given any information besides "They are working on it"

  Business Response

  Date: 04/08/2025

  Hi Jewel,

  Thank you for contacting Shoes For Crews.
  We sincerely apologize for the delay in processing your refund and any inconvenience this may have caused. Upon reviewing your account, we found that the original refund was issued on 02/11 and mailed to the address on file at the time: ************************************* This was done in accordance with account policies set by Outback.
  Since the original check was not cashed, we have canceled it and reissued a new one. The updated refund will now be sent to your current address:
  ************************************************
  Thank you for your patience and understanding. If you have any further questions or need additional assistance, please dont hesitate to reach out.

  Please note this can take up to 5 weeks to receive the check in the mail. 

  Have a safe and slip-free day! 

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23162730
  
  I am rejecting this response because: I have been waiting for a refund since the end of January. It is absolutely ridiculous that is is taking this long. Why would a refund ever be sent to that address? That is not the address of my job nor my house. I need my money back. Please refund me. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/21/2025

  Hi Jewel,

  You refund was issued on 04/15/25 under check number *****. Please allow 3 weeks to receive via mail. 

  Have a safe and slip-free day! 

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair 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 was sent used shoes and the company refused to send me spoke with ***** and ********* a supervisor refused to assist me with a speedy replacement. The supervisor refused to rectify this matter immediately the agent initially tried to have me receive a callback when I refused and insisted on holding a supervisor took the call. The supervisor from ******** also refused to expedite this matter and provide customer service *****. I placed a order for new shoes NOT used shoes from this company and I will cannot understand why I did not have my order submitted in a timely manner supervisor was asked multiple times for her manager or escalation and she referred me to receive a callback within 24/48 hours back although I informed her multiple times I have been on this call for an hour. She showed no empathy for my situation.

  Business Response

  Date: 08/09/2024

  Hi *****,

  Thank you for contacting Shoes For Crews. 

  We are sorry to hear about what happened with your order. We'll be happy to take a look at what we can do. Can you provide us with the order number? 

  Have a safe and slip-free day! 

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22114162
  
  I am rejecting this response because:
  
  the total experience with this company ***** and I want a refund immediately! The shoes have been returned to fed ex as of 8/8/2024. The company has been delayed in their response and shown zero care or concern whatsoever it is disgusting.

  order number 60138586)

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

  Business Response

  Date: 08/16/2024

  Hi 

  *****, without your order information we are unable to assist you. Can you provide us with your order number?

  Have a safe and slip-free day! 

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22114162
  
  I am rejecting this response because:

  read the last response the order number is CLEARLY stated in my response at this point get me a member of management or someone from the corporate office!

  additonally I attached a screenshot of the initial order to my complaint like who is handling this complaint this is absurd  
  Additionally I returned the used shoes and still havent received a refund 

  tracking-278271817064

  order-60138586)
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/20/2024

  Hi *****,

  We want to resolve this matter with you but unfortunately we are unable to assist you with out the order information. Please provide us with your order number so we can assist you. 

  Have a safe and slip-free day! 

• Initial Complaint

  Date:08/07/2024

  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 on july 22nd and they have free fsat lane exchange.... you can order in exvhange and they will ship the shoes to you immediately... my problem is the website lied and said the exchange size is unavailable forcing me to pay the 6.95 return fee.... rh problem is the shoes are available in the exchange size i want if you go on their website...i even contacted customer service and he lied and said the ********************** were unavailable.... and as you can see i was able to order them but now im out of more money because i had to pay for shipping again (7.98)...which is now over $14... idk why they offer free exchange then lie and say item is not in stock in my size.... i want all my shipping money back... 6.95 for return on order ******** and 7.98 for new (exchange order) ********

  Business Response

  Date: 08/09/2024

  Hi ****,

  Thank you for contacting Shoes For Crews. 

  We apologize for the inconvenience, we will make sure the refund for the restocking fee and shipping fee is refunded. 

  Have a safe and slip-free day! 

  Customer Answer

  Date: 08/10/2024

   
  Complaint: 22108111
  
  I am rejecting this response because:

  i want my refund and i want an explanation as to why do they allow you to order shoes that they claim is not available for exchange..??...i do not understand that..??....and, it's a big inconvenience for customers 
  
  Sincerely,
  
  ****/*****************************

  Business Response

  Date: 08/12/2024

  Hi ****,

  You requested a  full refund on the return and we are honoring your request. Our system presented a glitched that caused some of the sizes not to reflect. However, you seem to reject the resolution. How else can we assist you? 

  Have a safe and slip free day! 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22108111
  first of all i didn't ask for a full refund, i asked for my return fee and shipping fee to be refunded since shoes for crews suppose to have fast lane exchange..... and i returned the shoes and you guys received them on friday so i need the refund for them. and as you can see in previous response i reordered the shoes

  and i am a customer and i rejected the response because just because you offered a refund dont mean you dont have to explain yourself.... 

  you know that's not right what shoes for crews doing..... pretending shoes aren't available when they are..... 

  with that being said refund my return fee...my shipping fee and return of the shoes.... you have received the shoes back 

  thank you, if you do honest business you wouldn't have this problem
  
  Sincerely,
  
  ****/*****************************

• Initial Complaint

  Date:07/09/2024

  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 have asked for a replacement on a pair of new balance that had a defect in them. And I have asked for the *** contact information, only to be told were going to escalate my case to management. I have contacted shoes for crews on 5 different occasions, only to be told no. The $120 new balance non slip shoes have a defect in the eyelet, all I asked for was a replacement of the damaged shoe. Im unable to wear them, and have been unable to wear them for the past 8 months. Warranty [ ref:!00Df4023cmN.!500TQ0CPdUf:ref

  Business Response

  Date: 07/11/2024

  Hi *****,

  Thank you for contacting Shoes For Crews. 

  One of our managers will be contacting you regarding the issues you have with your order. 

  Have a safe and slip-free day! 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21964421
  
  I am rejecting this response because:
  A representative from Shoes for crews did call me, with no validation. I want the defective shoes replaced! The $120 new balance non slip are defective, replace them! 
  Sincerely,
  
  *********************

  Business Response

  Date: 07/12/2024

  Hi *****,

  After reviewing your case and the pictures presented, we have determined the shoes are not defective. One of our managers got in contact with you to explain our findings and final decision on your case.

  Have a safe and slip-free day! 

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21964421
  
  I am rejecting this response because: 

  shoe for crews is to stand by there quality and workmanship of there products they sell to consumers. I have not reached any agreement on just a we cant do anything for you with shoes for crews. I want a replacement of my $120 new balance non slip shoes that show completely in photos of broken eyelet within a month of purchase. Its taking shoes for crews 8 months to even come to this, back and forth on phone calls.
  Not today. 
  Im asking for a replacement!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair 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 order a pair of work shoes. I payed for next day delivery. Here it is 2 days later and my order is not even pulling up on the order status I call customer service several time to check on the status and i get the run around **************** response to me was we can see the order up placed and nothing else until a tracking number is put in. Why is it that the customer service representative is telling me they cant fined any answer. Bullshit!!

  Business Response

  Date: 07/01/2024

  Hi *****,

  Thank you for contacting Shoes For Crews. 

  We apologize for the inconvenience with the delivery of your order. After reviewing the order, I see the package is scheduled to be delivered on 07/01/24. Due to the delay, we will issue a refund for the expedited shipping that was not met.  
  

  Have a safe and slip-free day! 

  Customer Answer

  Date: 07/15/2024

   
  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

  Date:05/25/2024

  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.

  Paid $14.98 for expedited 2 day business shipping. Shoes arrived LATE. Was advised that the company wouldnt refund all of the shipping fees or the product return fee for the unopened and unused pair of shoes. I left messages by phone and email that originally went unreturned. When I finally reached someone, y that I spoke with were very difficult to deal with. I am returning these shoes because they arrived late. I paid for expedited shipping and the shoes arrived LATE. However, he notated that the reason is that the shoes are uncomfortable. I never opened the shoes out of the box and I am expecting a FULL refund. I have had a poor shopping experience with you company. No one ever even returned the message that I left on Saturday. Todays call was the THIRD time that I had call about this matter.I WANT ALL OF MY **** MONEY BACK.

  Business Response

  Date: 05/29/2024

  Hi *******,

  Thank you for contacting Shoes For Crews. 

  We apologize for the delay in delivering your package within the requested two business days. After reviewing your order, we issued a refund of $7.00, which is the difference between ground shipping and 2-day shipping. Since the standard shipping fee is $7.98 and your order was eventually delivered, we refunded the additional cost for the expedited shipping.

  Have a safe and slip free day! 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21759597
  
  I am rejecting this response because:
  

  I want a FULL refund. I have shipped the unused, unopened, unworn shoes back via ****** The tracking number is 274902874156. I have no use for your product. I should not be charged ANY fees at all. 

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

  Business Response

  Date: 05/31/2024

  HI *******,

  If you have any questions please fell free to let us know. 

  Have a safe and slip-free day! 

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21759597
  
  I am rejecting this response because the fees are not refunded in full. I want the ENTIRE amount paid refunded.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/04/2024

  Hi *******,

   

  Once the return is processed by our warehouse, we will complete teh refund of your order. If you have any questions about our return policy you can read more out it using the link below. 

  ******************************************************************

  Have a safe and slip-free day! 

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21759597
  
  I am rejecting this response because the shoes have been returned per ***** tracking number ************. Shoes for Crews needs to immediately return me the FULL amount that I paid!

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

  Business Response

  Date: 06/05/2024

  Hi *******,

  Your order has been refunded under credit memo ********. If you have any questions, please let us know. 

  Have a safe and slip-free day! 

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21759597
  
  I am rejecting this response because I was NOT refunded the full amount paid.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/11/2024

  Hi *******, 

  A refund was issued for your order, however, our return policy indicates the shipping fee is none refundable. We will issue a refund for the restocking fee, and a partial refund of the shipping, due to the late arrival of the order. If you have any questions, you can visit our return policy using the link below. 

  www.Shoesforcrews.com/returns

  Have a safe and slip-free day! 
  

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21759597
  
  I am rejecting this response because:

  you did not indicate an exact amount that I would be receiving. Your response is a glittering generality at best. Please be specific. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/14/2024

  Hi *******,

  If you have any other questions, please contact our customer service department and we'll be happy to assist you. 

   

  Have a safe and slip-free day! 

  Customer Answer

  Date: 06/17/2024

   
  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

  Date:05/13/2024

  Type:Service or Repair 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.

  Though I've never purchased or used for services and on many occasions clicked the unsubscribe button from the constant emails from them. The emails consist of thank you for your order here's your tracking number and it shows a package being tracked legitimately by *** never going to me or anywhere else I have hit the unsubscribe button many times from yesterday to years past and the funny thing is in the email it doesn't even show the order button activated it just shows the ship button normally it goes order shipped delivered it just skips straight to shipped. It feels like a phishing attack or something stupid I'm getting tired of the emails they do not listen to the do not contact.Two photos provided one showing email second showing me testing the alleged *** number in the official *** app address is listed are places that never visited Been or really know exactly where it is I'm sick of it I want them to stop contacting me I've hit the unsubscribe many times. And I don't want to call them or email them back to unintentionally confirm my email

  Business Response

  Date: 05/15/2024

  HI ****,

   

  Thank you for taking time our of your day to contact us. After reviewing your information, we found an recent order that was placed on 05/10/24 with your email address. This is the reason why you received the tracking information. We will contact you via email so we can investigate this matter further. 

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21702127
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************

  Ps I have never made any purchases from this business in past or present. Someone has stolen my email account or is using it for this purpose. I want my email to be blocked from purchases form the website. I repeat never made a purchase.

   

  Business Response

  Date: 05/17/2024

  Hi ****, 

  We are contacting the business account that was using your email address to understand if there's a error with the email attached to the order. 

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21702127
  
  I am rejecting this response because:
  

  Do not sell my email or personal data shoes for crews has acquired from this and don't email my email address anymore. I have hit the unsubscribe button once before and I hit again. I am not sure how you're going to contact the business when they been using my email this whole time. I appreciate BBB help on this matter.

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

• Initial Complaint

  Date:02/29/2024

  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 one pair of shoes for $130.05. I look at my account the next day and they charged me not only my $130.05 but they also charged me $128.82I called to get it resolved and they told me I needed to wait five days to get the money they had taken from me. This is not the first time theyve done this and they have no explanation on why, just that I have to wait five days to get my money back. I stayed on hold for 20 minutes waiting for a supervisor to come online and they hung up on me. I called back and finally was able to talk to the supervisor but again the same thing no explanation on why they charged my account twice. This is not fair to the consumer. What if somebody doesnt have that extra $128 in the account for them to take to make us wait five days for money that you took out of my account without my permission. I feel like theyve done this to me three times so Im sure theyre doing it to a lot of people. It is bad business and should be looked at.

  Business Response

  Date: 03/04/2024

  HI ******,

  Thank you for taking time out of your day to reach out to us. We understand this is a pressing matter to you and we will assist you as best as we can. Generally, the merchant places a pending charge on the bank statement when an order is processed, Once the order is fulfilled the charge will become processed. Normally, the pending charge falls off after a few days, depending on the bank. We will follow bac with our billing department to identify if this was a fact a mistake on our end. 

  Have a safe and slip-free day!