Complaints

This profile includes complaints for Shoe Sensation, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Shoe Sensation, Inc. has 29 locations, listed below.

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  Shoe Sensation, Inc.

  253 America Pl Jeffersonville, IN 47130-4285

• 

  Shoe Sensation

  1144 Florence Mall Florence, KY 41042

• 

  Shoe Sensation

  428 Silver Bridge Plaza Gallipolis, OH 45631

• 

  Shoe Sensation

  13936 Wilson Creek Rd Aurora, IN 47001

• 

  Shoe Sensation

  1472 N High St Ste 400 Highlands Plaza Hillsboro, OH 45133

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:03/25/2025

  Type:Billing 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.

  On March 9, 2025, I visited the Shoe Sensation store in Somerset , PA. I found a pair of shoes that I liked, but they did not have my size in stock. The store employee (assistant manager) helped me order two pair of this same shoe for $29.99 each (sale). I was told the shoes would be mailed to my home and was charged $9.90 for shipping. The total bill came to $69.88. Upon returning home, I discovered on the internet that any purchases from the Shoe Sensation totaling over $59.95 included free shipping. My purchase totaled $59.98 before the shipping charge. Upon calling Shoe Sensation's Customer Service at the regional office, I was told that the shipping charge ($9.90) would be refunded to me upon visiting the store where I bought the shoes. I immediately called the store in question and requested to speak with the manager (*****). ***** told me the same thing that the money would be refunded upon visiting the store with the receipt. On March 23, 2025, I visited the store where I purchased the shoes attempting to have my $9.90 refunded. Upon talking to the same assistant manager that sold me the shoes initially, I was told that the money could not be refunded right then because the manager was not there. The next day, March 24, 2025, I called the regional office where I was told to once again go to the store to get my refund. I explained that I was not making another trip to this store and requested that the money be refunded through the mail. I was told they could not do that. I then requested that I speak with a manager for assistance. The assistant manager took my name and phone number. I assumed someone would contact me. As of 9:00 p.m. this same day, no one from Shoe Sensation has contacted me. I am requesting that the $9.90 be either mailed to me in a check, or have the $9.90 credited back to the charge card that was used for the initial purchase.

  Business Response

  Date: 03/25/2025

  Dear *** *****,

  I sincerely apologize for the frustration and inconvenience that you have experienced. The Market Management team at the store in Somerset, PA, and I have worked to ensure that the disputed amount of $9.90 is credited back to your original method of payment. Please note that this may take a few days to reflect on your account, depending on your financial institution. I'm also going to email a special coupon for $25 off your next purchase, online or in-store.
  
  Thank you, *** *****, for your feedback regarding our shipping fee policies when placing orders in our stores. Rest assured, I will bring this matter to the attention of the appropriate department promptly.
  
  I genuinely apologize for the experience you’ve had. This is not the level of service we strive to provide to our customers. Thank you for your patience as we work to make things right.

  I called today and left a voicemail regarding the resolution of this issue. Please contact me directly if you have any questions or I can be of assistance.

  Sincerely,

  **** ******

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

  Customer Answer

  Date: 03/26/2025

  
  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,
  
  ****** *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/24/2025

  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.

  Paid for warranty, then within 8 months denied my claim. False advertising warranty.

  Business Response

  Date: 03/24/2025

  Hello,

  Hello, We sincerely apologize for any confusion regarding our shoe warranty. *** ******* successfully redeemed his warranty on March 21, 2025, and selected a different pair of shoes as his replacement.

  The store manager at ***** *** reported that *** ******* seemed pleased with the outcome of his warranty redemption on March 21, 2025.

  I attempted to contact *** ******* by phone on March 24, 2025, to ensure he was satisfied with the resolution, but the call was disconnected.

  The warranty redemption ticket is attached. We are glad that we could resolve his issue.

  Sincerely,

  **** ******

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

  
  

  Customer Answer

  Date: 03/25/2025

  
  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,
  
  **** *******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community 

• Initial Complaint

  Date:03/10/2025

  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.

  They sold me Insurance but wont honor it. My shoes clearly fell under the plan. Associate wouldn't even look at them! Shoty customer service

  Business Response

  Date: 03/11/2025

  Hello *****,

  Following your discussion with our CEO yesterday, we understand that this issue has been resolved to your satisfaction. Thank you for allowing us to address this matter; we appreciate your loyalty as a customer!
  
  We sincerely apologize for any inconvenience and frustration this issue may have caused.
  
  If you need further assistance, please feel free to contact me directly at *************************.
  
  Sincerely, 
  **** ******

  Senior Manager of Customer Experience

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

   

  Customer Answer

  Date: 03/11/2025

  
  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,
  
  ***** ***********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/28/2025

  Type:Customer Service 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.

  They had a data breach, in August of 2024, discovered it in December of 24, and I got a letter dated for FEBRUARY 21, 2025, informing me almost 3 months AFTER discovering this said breach.

• Initial Complaint

  Date:12/05/2024

  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.

  On 7/17/24 i purchased a pair of twisted-x MDM0PP3 shoes. The manufacturer list them as having a 1 year warranty against defects and that the retailer (shoe sensation) is responsible for carrying out that warranty. In November 24' I took the shoes back to the store for warranty because the stitching on the soles is defective and they are falling apart, Shoe Sensation refuse to file the warranty claim and or warranty the shoes because they said they don't do that even though the manufacturer States that the retailer is responsible for the warranty.

  Business Response

  Date: 12/06/2024

  Hello ******

  I sincerely apologize for the confusion regarding Twisted X's manufacturer's warranty. This situation has provided us with an excellent training opportunity to prevent similar issues in the future.

  I have spoken with the store's Market Manager to ensure you can return the shoes for a replacement without any problems. Please feel free to return the shoes to the store at your convenience.

  Additionally, we will be issuing you a $50 gift card as a gesture of goodwill for the inconvenience you experienced. Once again, I apologize for the hassle this has caused. If you require further assistance, please do not hesitate to contact me directly or reach out to our Corporate Customer Support Team at *************

  Sincerely,

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

  Jeffersonville, IN 47130

  ******* ************ 

  Customer Answer

  Date: 12/06/2024

  
  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.
  The store manager was great both times I was in the store and It's truly sad she had to be put in a position of not being informed about the twisted x warranty policy & process. 
  Sincerely,
  
  ***** ******* 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/23/2022

  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.

  D.O.P 7/30/22 74.99 payed Amazon website Seller Shoe sensation Ordered **** sneakers ******* blue that was on there website ,received something other than I purchased ****** and shoe sensation have not issued a refund or r response after making numerous attempts. Fraudulent image was shown on website and they shipped something different. They still have the same item posted which is wrong! From beginning to end of this transaction has been exhausting and unprofessional most of all Fraudulent!

  Business Response

  Date: 08/23/2022

  Hello,
  We have communicated with the customer regarding this purchase and have offered either a prepaid return label for them to send the item back for a full refund or a partial refund if they wanted to keep the item. Please see the first attachment.

  
  The picture of the item on ****** is incorrect, but we don't own the listing so are unable to change the image on ******. Our product is no longer attached to this listing.

  
  The customer has repeatedly demanded a refund without returning the product and began sending extremely inappropriate and graphic attachments through ******'s messaging center. 

  
  We are happy to send a prepaid return label to the customer so the unworn product can be returned for a refund, as we have previously offered. We are able to send either a FedEx or USPS label, whichever would be the most convenient for the customer.

  We look forward to resolving this issue swiftly.
  
  Sincerely,
  Shoe Sensation

  Customer Answer

  Date: 08/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ****** *******