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:03/18/2025

  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 placed an order on February 28 for a size 7 girls shoe. I received a box on March 4 but inside the box was a size 2 shoe in a size 7 box. They promptly sent another box out, but it was the exact same thing with the incorrect size shoe in the box. I reached out again and now they will not answer me by email or chat, no refund given and no resolution to the shoes.

  Business Response

  Date: 03/19/2025

  Customer ***** ****** reported receiving the wrong size shoes in a wrongly marked box for order H526284-79. After contacting support, a replacement was sent (order H527378-79), but it also contained the wrong size. ***** expressed frustration, especially since the shoes were intended as a birthday gift. She requested that no further boxes be sent without verification of the correct size. After multiple follow-ups, Kursha from customer support took over the case, apologized for the errors, and offered a full refund of $70.61 while assuring that the correct size would be sent out promptly. ***** was informed she would not need to return the incorrect items. The focus is now on ensuring the correct size is sent to ***** without further issues.

• Initial Complaint

  Date:12/18/2024

  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.

  We placed an order for our sons Christmas gift on 12/5. *** says it would be delivered on 12/10. We have no received our package. I called the **** location it says its stuck on and the lady said the pallet arrived, the item did not. **** suggested we reach out to Heelys for a refund. Heelys response via email, because we cannot speak to anyone after requesting a call. Heelys has not been helpful. Next week is Christmas and no package.

  Business Response

  Date: 12/18/2024

  The customer didnt receive the package, and it is marked as delivered by the carrier.
  
  This case was then escalated to management, and I sent out a replacement, free of charge. I reached out to the customer with the contact information provided and was unsuccessful. The customer, ******, was writing on behalf of ****** ***** in one chat. Which is who I was initially speaking with in another chat regarding this matter ****** resolved an a refund that was never requested.  A replacement order has already been sent out to the customer. Customer was advised that during weekends and holidays, timeframes for shipping, processing and customer service response are delayed due to higher volume.
  Please see the attachments for the corresponding messages between Heelys customer service and the customer for your reference.
  

  Customer Answer

  Date: 12/22/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/25/2024

  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 ordered a pair of their shoes around 5pm and realized I ordered the wrong size. I immediately used their text service to ask for help. The service said it would take a few hours to respond so I waited. They responded via TEXT at 11 pm to tell me I only had 2 hours to fix it myself and I could mail them back on my dime to fix it. So I send another text asking if I could cancel since I did contact them immediately and just buy the right size since the order was unfulfilled this time the EMAILED saying no. After some back and forth the escalated it to a higher up who told me I didn't even message them until 11 so that was the reason they wouldn't help me. And I DID. They sent the shoes anyway the wrong size even though they had contact with me multiple time and just refused to help me. I DID contact them immediately and if someone had just gotten in contact with me before the 2 hours I would have fixed it myself but they are trying to pretend that didn't happen either. They treat their customers terribly. All I wanted was a Y8/W9 it was 1 size up. That was it.

  Business Response

  Date: 05/20/2024

  The order was placed at 4/23/2024 at 4:06 pm the customer mentioned when she reached out at 4/23/2024 at 11:24 pm she was not home when she placed the order for the wrong size and didnt realize she could change it.

  Unforunately due the time  being outside of the modification window of 2 hours we werent able to change the order once it is picked and processing.  This policy is indicated during checkout and also in our confirmation email. We have no other messages from this customer,the interaction thread starts at 11:24 pm. Our team and I expressed our empathy,We understand the importance of getting the correct size shoe and we tried to offer alternative solutions to help resolve this issue. the customer didnt wish to do anything of the sort to get the correct size shoe neither did the customer wish to speak with anyone further.

   

  Please see attached Documents

  Customer Answer

  Date: 05/20/2024

  Complaint: 21627626
  
  I am rejecting this response because:
  
  There were TWO chat threads. You keeps referring to this one. That happened later in the evening. My initial contact was immediately after my purchase. My second contact was later after you told me you couldn't help me conveniently after the 2 hour window. You solution was to spend more money to send the shoes back and get a second pair this wasn't a solution. Or reject the delivery which also wasnt an option because they don't ask they just leave it so you cant reject a delivery. I contacted within the required time and you are pretending I didn't. I have no proof because I never thought I needed to defend myself because this is ***** behavior for a company to refuse to help a customer and call them a liar. I 100% contacted you immediately via chat on my phone but I have no way to prove it. You only recognize the one that is later and refuse to recognize my initial contact. I found out you couldn't help me from the first message I sent. I sent a NEW message to try again in the message it mentioned that it tried once before. You conveniently leave all this out. 

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

  Customer Answer

  Date: 06/03/2024

  I find it very upsetting that you don't have the back of customers that don't have a leg to stand on when a business blatantly lies. Of course they look like the made a "good effort" they showed you the second communication where I had to spend all my money to fix the problem because they refused to fix it originally. Take a moment to go read through their 1 star reviews and you will see I am not the only person they are doing this to. I don't even want any new shoes. I don't want any thing from this company. All I want is for them to stop doing this to people. I did in fact contact them properly and they 100% absolutely refuse to help and you are backing them not me and I have zero proof because I used a chat and I have no documentation of that conversation because they have all the control of that and of course they don't send it to me. They showed the second conversation we had and conveniently lost the first conversation I had with them. If I had known I needed to protect myself I would have but who would have thought this going in? I simply contacted them via a chat and made a statement and waited like I thought I should and in the end they get to continue treating customers terribly. Again, I implore you to go look at their reviews and you will see that this was not a good faith anything because they are forcing me to spend my own money when all they needed to do was change the size. They were in contact with me twice before they even fulfilled the order just to tell me they refused to help me. Why not just change the size? In their documentation it said that if the order was not fulfilled they could help me. I asked for help mentioning that. They told me no. Every single time I asked for any help they found another reason why they wouldn't help. They had plenty of time to do anything to help me in any way and they 100% refused to do it and STILL sent the wrong shoes out knowing they were wrong, knowing I had to pay shipping to send them back wrong. They wouldn't even let me cancel the order. They refused to let me do that before it was fulfilled. I just have never in all my time experienced a situation where an order has been unfulfilled marked unfulfilled in my account and a company says I will not do what you ask. You had 2 hours to fix it and I am pretending you didn't contact me even though you did and now I refuse to help you and no you can't cancel and I will make sure you lose money to punish you in some way. An you are marking that "good faith." 

• Initial Complaint

  Date:03/12/2024

  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.

  I went online to order a pair of shoes for my grandson. I have never used them before . I found the shoes and ordered them . I didnt notice until after some how they put my old address in which is 2 hrs away as the shipping address and used my correct address as my billing address. On the site it says you can edit the order for 2 hrs. It even tells you how .Yet it would not let me edit it . I sent 4 emails to them . I didnt get a response until the next day saying it was too late. I asked for a number to call they refused . They said there was nothing they could do . I told them no one lives at that address to return or refuse the package they refused to help me or call anyone . Now Im just out $55 how does a business have no phone number at all no supervisor. In order to get the shoes or money they would have to be returned theres no way I can get them . They can see the times on my email n the time the order was placed was within the 2 hrs.

  Business Response

  Date: 04/09/2024

  The customer initially contacted ********************** Customer Support to request a change in the shipping address for their order, as it was incorrect and different from the billing address. The customer expressed frustration that they were unable to edit the address themselves and requested a phone number to call for assistance. The customer further expressed dissatisfaction with the customer service received and mentioned filing a claim with their bank. The conversation ended with the customer acknowledging receipt of an email and expressing gratitude. We have reached out to the customer and will be sending a replacement. 
  
  

• Initial Complaint

  Date:12/31/2023

  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.

  We ordered a set of ******* for my grandson last xmas and they were too small. I reached out during the return period, which I'm pretty sure was 45 days from purchase date. (point is I did so within their stated period) They did not reply in timely manner via email correspondence and when they finally did they told me it was now past the return period. I wasn't asking for refund, we wanted to exchange for the correct size and they said it was outside the timeframe for that even knowing based on my original email that I had contacted them within the appropriate time.

• Initial Complaint

  Date:12/17/2023

  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 placed an order for boys surprise size 2 and it arrived 12/12/23 I received pink shoes. I am not sure where the mix up happened but that was unacceptable considering I ordered specifically for a boy. I understand that pink may have been a color associated with men in the past but my son would not want to wear anything in the color pink. I sent an email to customer service the same day and received a response the next day. They apologized and said the colors are randomly chosen and pink can be included and that this is all mentioned on their website(I was unable to find this information anywhere) and that they are unable to do anything about the situation. If I wanted pink shoes, I would have ordered for a girl. I asked them if they would be happy if they placed an order for a boy and received pink shoes but the same response is that they can do nothing. I sent another email on 12/13 stating that Ill just leave negative reviews wherever I can to let everyone know that they dont care about their customers and the company thinks sending pink shoes for a boy is ok. I get a new response this time that my inquiry requires a bit more assistance so they passed my ticket to their escalation team.I have yet to hear back from their escalation team and Im starting to think they only said that thinking I would back down from my complaint but alas, here I am trying to get my situation resolved anyway I can. I want a replacement for my son ASAP.

• Initial Complaint

  Date:12/01/2023

  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 received a faulty product from this company. They deleted my 1 star review and refused to replaced unusable product.

• Initial Complaint

  Date:10/13/2023

  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 ordered 2 pair of *******. One for me and one for my grandson's birthday on 9/26 and paid for 2 day priority shipping since his birthday is 10/2. On 9/29, I got an email that the order was on its way showing a picture of 2 pair of shoes. 10/2 @ 3:30am, order shows out for delivery with 2 pair of shoes. 10/2 @ 9:38am, email says refund processed. Then another email comes saying the pair I ordered for my grandson (Premium 1 Lo size 2Y Black-T) is out of stock and they gave a code for 10% discount on next order. The order# H357551-79. I emailed ******* with the information and asked for either a refund of the expedited shipping cost or to apply it on another order. They said they couldn't because the order was shipped. I don't think they realize I didn't need fast shipping for me. It isn't my birthday. They also said I should register on the website to stay up to date on their product. I am registered and it still shows the shoe in stock. My grandson still wants the shoes but I'm afraid to order them and go through this process again.

  Business Response

  Date: 10/19/2023

  To whom this may concern,
  
  Please see the below timeline in which the customer and our customer service team interacted.
  
  An inquiry was made by the customer on October 12th in response to the fact that a style on her order was not available. Since they appear on the website as being in stock, the customer has requested that we inform her if they are in stock. Our customer service team contacted the customer on October 13th and informed her that due to high demand, they are unfortunately out of stock, and we are currently updating the website to reflect this information. The order had indeed shipped out as the other pair on her order was still in stock,however, we went ahead and issued the customer a refund for the inconvenience. The customer did not respond to our initial response and no further communication was conducted. An order for another pair of shoes was replaced by the customer on October 16th.

  Customer Answer

  Date: 10/20/2023

  I read the response and appreciate the refund for the expedited shipping which is what I requested from the company. However, I want it known that when they sent me a message regarding the refund, the only response was they wouldn't do it. I didn't have an option to respond again which is the reason why I contacted BBB. 

  Customer Answer

  Date: 10/20/2023

  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. I didn't know I would be able to respond again to this complaint; therefore, I want it known that when the business says they sent me a response regarding the shoes, all they said was they wouldn't refund the express delivery fee. There wasn't an option for me to reply again. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/29/2023

  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.

  We purchased a pair of shoes for my son on 9/15. I have emailed them twice and messaged once on their site. All 3 were given automatic responses that gave a bs excuse for their delay in shipping. I went online to ask for a refund and to cancel order and it will only let you do that within 2 hours of placing order. I want my money back or the product I ordered.

  Business Response

  Date: 10/05/2023

  To whom it may concern,
  
  Please see below the timeline of the customers' interaction. We recently experienced a heavy delay in which processing orders were delayed and shipped out later than usual.
  
  1. September 21st, Customer reached out for a status update on her order. September 22nd, our customer service team reached out advising the customer that there was a delay in shipping the orders out as we are currently experiencing heavy volume.
  2. September 27th, the customer reached out, advising that it has been quite a few days since she placed her order. Our customer service team replied advising that all delayed orders are being shipped out.
  3. September 29th, the customer reached out again advising us to cancel her order and that our company is a scam. Our customer service team sent her another email advising her that we are unable to cancel the order and referred her to the website for more information on shipping delays.
  
  The customer’s order was shipped out on the 10/03 and customer has been notified of shipment and tracking details.

• Initial Complaint

  Date:02/03/2023

  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.

  We ordered a pair of shoes as a Christmas gift in November 2022. They broke a week after Christmas so we sent an email and asked for help. They offered to replace **** paid but didn't have the exact one so let us pick another. We chose one, got it ordered, and then Heelys cancelled the order. Contacted them again, was told to choose another pair as first replacement pair was sold out (yet still showed available on website, as did original pair). We chose another pair and haven't heard a thing since. No confirmation, no order number, no replies to over a dozen forms of communication since. We either would like our replacement or a refund. Their phone number doesn't work and while I've waited hours on chat, I haven't recieved a response in over two weeks, almost three now. Please help!