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:09/30/2023

  Type:Delivery 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 placed an order, just this morning for a pair of boots that were $149.99 with free shipping. First off they charged me $161.55. Then I never received an order number or confirmation email so I couldn't cancel the order via their website. It has been hours since I placed the order and there still has been no email that I placed an order. However, they charge my ***** Fargo card ASAP. I want a refund! I received something from "customer service" after I sent them an email message. I think this website is a complete scam and needs to be shut down. That's why I'm not waiting for another response from the company especially after reading the complaints.

  Customer Answer

  Date: 10/03/2023

  The company refunded my money. Thank you BBB. My review of them still stands

  Customer Answer

  Date: 10/31/2023

  The company refunded my money. Thank you BBB. My review of them still stands

• Initial Complaint

  Date:09/23/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 this company. Something didn't seem right with the process, but I continued. They say the transaction was automatically canceled and they never received my money. But in the next sentence, they said 'the bank' refunded me. They did not.i sent them a screenshot showing my payment from chase Bank. BBB shows many similar complaints. Something is very wrong. Please help. Sincerely, ***********************

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a pair of shoes, insoles and a washing bag. Shoes were too tight, so I exchange them for a larger size, but those also didnt fit. I sent both pairs back plus the insoles and bag via *** and both packages have been received. But theyre only giving me a partial credit for my full return. I am requesting full refund.

• Initial Complaint

  Date:08/30/2023

  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.

  This company Vivaia misrepresents themselves. I suffer with feet issues. I was told that these shoes are for my foot condition ,which is hammertoes,and bunions. I received my shoes today 8/10/23. . I cannot wear them. I have a special important event on September 8,9,10..I need shoes. Now I have to desperately search for others. I need my money back as soon as possible. I am on a fixed income.

  Customer Answer

  Date: 10/02/2023

  Good Morning. The company has reached out to me. They processed a full refund once I returned the shoes.

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 company is unethical and does not keep it's word. I have had over 25 emails with this company and I still have not received a refund for products that were returned on June 7th. I was told in one chat they do not have a phone number then I find a phone number online. I have called and been told I was going to be escalated but no follow up. I was told a manager would call me back, but no response. I out in a fraud claim with my bank and was told they would no be able to refund because I put in a claim. I was told the bank froze my bank account and this is why they could not refund. I was told they already refunded. They have true logistiics and customer service issues. The last Ticket# ****** was placed on 8/2 with *************Date of transaction: May 13, 2023 Amount paid business: ****** + **** Parital refund received: ****** Day products shipped back and received on June 7, 2023 Order number: in the attachments

• Initial Complaint

  Date:06/30/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 cant locate my order number. I did not get a packing slip.I want to return one pair of shoes and the company is not assisting me. They have not responded to calls,messaging or emails

• Initial Complaint

  Date:06/27/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 had a problem with an order I received. There is no phone number on the website so I sent an email to customer support and did not receive a reply. I have a problem with their product and would like to return, but there appears no avenue to do so.

• Initial Complaint

  Date:06/12/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 June 1st, 2023, I placed an order of 3 pairs of shoes from Vivaia, order #GBC2306011245108124. The total amount paid after discounts was $88.80, $12.99 of which was for shipping costs. The order was delivered June 8th, 2023. The shoes were poor quality and did not fit, but when I attempted to initiate a return online, the only option presented to me was to exchange the shoes, contradicting the store's stated policy. From attempting to resolve this issue by using their "chat" feature, I received the following information: "To initiate a return: 1. Visit our online return portal 2. Enter your order number and email address 3. Select the items you wish to return 4. Choose your desired return/refund method 5. Download and print the return label 6. Attach the label to your return package 7. Drop off the package at your local courier store". This makes it seem like you can return items, but the only "option" for return/refund method was to exchange the shoes, which I do not want. Per the store's return policy: "Online purchases (Final sale items and gifts excluded) made through VIVAIA are valid for exchange or return within 30 days from the date you've received all your items. Items must be unworn, unwashed and unaltered, come with all original tags and their original packaging. The original shipping cost and the insurance (if any) are non-refundable." None of the items I purchased were final sales items. I have reached out via email with no response. I have called and been hung up on. Had I not had a coupon, the total for these shoes would have been $291, which is an insane amount of money to steal from customers. I am requesting a refund for $75.81, which is the total amount I paid minus shipping costs. I am more than happy to return the shoes, but store policy indicates that returns without their "approval" are subject to no refunds. Please assist.

• Initial Complaint

  Date:05/24/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 3/28/2023 I placed my first order for three pairs of shoes with Vavaia however due to fit issues I returned them in accordance with Vivaias company policy and on 4/27/2023 I arranged for an exchange for three other pairs of shoes. Unfortunately the second shipment did not fit properly either and were returned as well in a timely manner. The total amount charged to my credit card for the two shipments was $214.47. It is now 5/24/2023 and today I received notification that I am receiving a refund for $90.61! In essence Vivaia has kept $124 of my money without any explanation whatsoever. This constitutes consumer fraud and I would like help with knowing how to proceed with the options available to consumers to not be ripped off like this.One note of exception: I kept a netted bag for washing shoes from my first order. I did not use it on any of the shoes that were shipped to me and expected that the approximate cost of $10 would be deducted from the refund due to me. I also requested that Vivaia send me an itemized invoice but never received anything.Thank you for your assistance. If Vivaia continues to do business this way without being held to account I am concerned that many more consumers will suffer the same fate. In my opinion Vivaia is conducting a criminal enterprise by stealing funds from their customers, and from the comments made by other people reporting Vivaia on the BBB website this is widespread. This must be stopped!

• Initial Complaint

  Date:05/11/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 Vivaia shoes on March 14, 2023 for an upcoming trip in May, 2023. As my trip was coming up, I decided to wear the shoes to break them in before my trip. This was on May 4, 2023. I wore the shoes for 6 hours, in pain the entire time. By the time I took them off I had blisters on my heel, and the front of the shoe was pointing upward like a clown's shoes. I messaged Vivaia on their website and received an email back within a day "We apologize for the inconvenience you've experienced. Returns are allowed for eligible items in their original, unworn condition within 30 days of delivery. We check we can not provide an exchange or return due to worn condittion For this kind of particular issue, we would like to do a partial refund 30 USD Or we can send you a free cushion and you can put it in your shoes. Hope it can work it out. May we know if you want to try it? Your understanding and support will be greatly appreciated. " Vivaia Support Team I responded with this "I cannot wear the shoes because they hurt my feet increditbly. It addition, a pair of shoes should not have the elongated front bend upwards after wearing them for six hours. I hope you can speak with a supervisor about this. Perhaps you can exchange them for an open shoe which should not be painful. I intend to file a complaint with the BETTER BUSINESS BUREAU if you cannot work with me on this matter. It should not have cost me $100 or even $70, to wear a pair of shoes for six hours, that now look like clown shoes. I will make sure that everyone of my social media accounts are aware of this lack of customer support."The problem with these shoes is that they are obviously not well made (clown shoes), and the advertised heel cushion does not exist. Now the company refuses to respond to any of my inquires! Stay away from this company.