ComplaintsforThe Storehouse Flats

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered shoes on 9/27/22 from Storehouse Flats thestorehouseflats.com. Around late Oct, I mistakenly opened a chat with another Storehouse retailer & asked about order #*****. They said I ordered a free bag which was delaying the order, but they would ship them asap with a different bag. I didn't realize until recently this was a different retailer, ***** * ******. I don’t know how they saw my order or why they said they'd ship if I hadn't placed the order there. I remained unaware I was talking to the wrong store, so when another month passed without delivery, I emailed them. This time they said I was contacting the wrong store. I found another email address & still didn't connect that my original chat was with the wrong entity. I reached the correct store *************************** 12/3 & requested a refund due to the long delay & lack of communication. ****** ******* replied 12/3 saying she was sorry I was "feeling the delay!" & referenced the bag as cause in a way that implied I should have been aware of this, but assured me they had just arrived & could ship soon. She also offered to refund the order saying "just let us know how we can help." I replied same day confirming the refund request and shared my irritation at the situation & their poor customer service & received no reply. Around 12/12, I got the shoes & the original “free” bag in spite of my request to cancel & get a refund. I tried on one of the shoes which fit, so I considered the matter closed. However, about a week later, I went to wear them finding that they were two different sizes. The right shoe is a size 8 & the left is a 7. Unable to consider the issue over, I sent another email to ****** 12/17 reminding her that she had offered to issue a refund & that I had not requested the shoes to be sent. No reply. On 1/5/23, I made a 4th request prior to filing this. I have still received no reply nor refund & I have a pair of unusable shoes. I would like a refund & another size 8 LEFT shoe.

  Business response

  02/01/2023

  So sorry for the delay. We’ve sent a refund for your purchase. Unfortunately, because they are a limited edition, we don’t have a replacement. If you would like another pair, you can purchase through the site. Sorry again for this slipping through the cracks.

  
  

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