Complaints

This profile includes complaints for 6pm.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  6pm.com

  400 Stewart Ave Las Vegas, NV 89101-2913

  
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  6pm.com Shoe Outlet

  9101 Minor Ln Louisville, KY 40219

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:01/08/2025

  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 am writing to express my dissatisfaction with the recent experience I had with 6pm. I placed an order for a jacket that I was very excited about for my child. Order Number: 111-4808567-6027418 Date Ordered: Tuesday, December 24, 2024 Shipping Speed: Fast Expected Delivery Date: Sunday, December 29 However, the order was never delivered I wanted to check on the item. Upon attempting to log into my account, I discovered that it was blocked with a note to contact 6pm. I emailed customer service but received no response. When I called the support team, I was informed that my account was blocked without explanation, because I was a "new customer." I was further told that my order had been canceled, with no email communication, the team member told me that the item was no longer available, and my account was subsequently unblocked.This experience has left me frustrated and disappointed. As a government employee, I take reliability and customer service seriously, and I believe others should be aware of such practices.

  Business Response

  Date: 01/10/2025

  Hello, 
  
  Thank you for contacting 6pm.com via BBB with regards to the locked account status.
  
  We apologize for any disappointment and inconvenience experienced. We conducted a thorough investigation to review and address your queries.
  
  When an order is placed, there is an automated system that reviews the order and can make the decision to cancel the order and lock the account until the account can be manually reviewed. After further investigation into your account, we were able to confirm account status reinstatement. Unfortunately, the majority of our inventory consists of closeouts, discontinued styles, and hard-to-find styles. Quantities are limited and the option of restocking is not readily available. We've emailed you with these details.
  
  I sincerely apologize for the frustrations experienced with our security systems and thank you for your feedback to assist us in further improving our protocols and communication.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************. 

• Initial Complaint

  Date:10/24/2024

  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.

  On Sept 26, **************************************************************** the unit at my hospital. She was in a fire with her and her children and unfortunately lost everything. Me and a couple of nurse put together money to purchase clothes for herself and kids ..These Clothes were to bless a fellow nurse who right now is battling something much more than $390.00!!! Her faith is crushed and she feels helpless. After purchasing this order and not receiving I reached out and was told to get my refund I need a police report!!!! Excuse me????? That was the straw I'm furious !!!! **************** agents are so rude in the the chat and over the phone. I will never shop at 6pm.com again just based off of this one experience. I have also alerted our medical ****************** to refrain from shopping from 6pm.com for our hospital due to their negligence and disregard! This nurse Puts her live on the line for us everyday !!! How dare you ???? sometimes working ***************************************************************** my mouth !!!! as we often shop for our unit during holidays from 6pm.com I will make sure it never happens again . I will continue to complain to every one I come into contact with about my experience! No one should ever go through this! No one should feel turned away! All l asked for is a simple refund. that's all.

  Business Response

  Date: 10/31/2024

  Hello Khyana,
  
  Thank you for contacting 6pm.com with regards to your missing packages.
  
  We apologize for any inconvenience this has caused you and have conducted a thorough investigation to address this issue.
  
  We have previously sent communication via email requesting additional information in order to provide additional assistance. Please reply with the needed information for us to continue with a solution.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available M-F, 6AM-6PM PST and can be reached at **************.
  
  Thank you

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22467283
  
  I am rejecting this response because:
  Theyre asking me to file a police report!!!!!!!! How dare you 

  
  Sincerely,
  
  Khyana Flora

• Initial Complaint

  Date:07/10/2024

  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 purchased 2 shoes from 6pm.com on 25 June. They told me that my package would arrive around 28 June. I got the confirmation letter, Money was paid from my card (81 $), but I never got the tracking number or any information. I cant log into my account, because it says that they have detected unusual activity (I JUST WANT MY SHOES). I have contacted them through email twice on different customer service emails that I could find. Still no update. At least give me my money back. I wanted that shoes for a trip but that is not happening either. This is my first purchase from them and I dont think I will ever consider spending my money there.

  Business Response

  Date: 07/24/2024

  Hello,
  I'm so sorry that your order was not processed and canceled by our system. Since the order was canceled before processing, I can confirm that we did not authorize or charge your credit card. I have escalated this to our ****************************** An associate from this department will follow-up with you via email. Please understand that our system efforts are to protect and keep your account safe.
  I hope that you can give us another chance. Thank you for your feedback. Please contact us at: *********************************************
  With Regards,
  6pm.com

• Initial Complaint

  Date:07/08/2024

  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.

  On June 24, 2024, I ordered a Women's ***** ****** dress online from 6pm.com (order # ***-1201534-6491450). I received a package from 6pm.com on Jun 30, 2024 with tracking # TBA314033896548 (Amazon Logistics Tracking). Inside the box, there was only 1 Armani men's shirt that I did not order and nothing else. 6pm sent me the wrong item, and I still have not received the dress I actually ordered online. I have called 6pm.com customer service 3 times now, but I get placed on hold immediately for 45 minutes with music playing, which at that point the line gets abruptly disconnected. I have also sent 2 emails to both ********** and *********************** for help with this issue, but I have received no response from 6 pm customer service whatsoever.Where is the dress that I ordered and paid for? Why did you send me the wrong item?I am requesting your immediate assistance on this issue with my order # ***-1201534-6491450.(Summary) I received the wrong item in the box 6pm sent me - I ordered a ***** ****** dress, but there is a men's Armani shirt inside the package.I am awaiting your response on this urgent issue and how to resolve this.

  Business Response

  Date: 07/08/2024

  Hello! 

  I'm so sorry that we sent an incorrect item and that you've experienced issues attempting to contact our customer service department. We were closed for the 4th of July holiday and had one of our contact centers down due to the Hurricane last week.

  I do have so good news! I can confirm that we replied to your email on 7/6/24. Our customer service representative was able to issue a refund refund of $182.11 on 7/6/24. Please allow up to 10 business days (Up to 30 days for international credit cards) to see the refund posted to your account. They also provided a prepaid *** label to return the incorrect item. Please have the item returned within 14 days to avoid being charged. 

  I hope that we were able to resolve this issue. Please let us know if you need further assistance. Thank you!

  With Regards,

  6pm.com

  Customer Answer

  Date: 07/09/2024

   
  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:07/01/2024

  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 bought merchandise from 6pm for over 20 years and as of late when you return some thing, you always have to call live chat or get on the phone in order to get your refund now I had returned two pairs of slippers May ************************************************************************************************************************************************************************************** that the refund is in progress I just want to be refunded for the two pairs of slippers. Thank you.

  Business Response

  Date: 07/08/2024

  Hello! 

  I'm so sorry for the delay in your refund. Our systems indicate that the return process was started, but we never received the items. Would you be able to provide your return tracking information? 

  I've also checked the order number associated with the images of the items you've returned from order 112-7204783-3345821. On 6/21/24 you contacts our *************************** via live chat. They were able to process a ticket with our ******************* to issue the refund. A refund of $77.27 was issued to the credit card associated with the order on 7/6/24. You should see that refund credited to your account within 10 business days (up to 30 days for international credit cards). 

  Again, I sincerely apologize for the delay in your refund and we hope to keep your business in the future. Please let me know if there's anything else we can do for you. 

  With Regards,

  6pm.com

• Initial Complaint

  Date:05/30/2024

  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 purchased $1,335.31 worth of goods from 6PM.com (order number: #***-4168840-1224256). My delivery address is in a commercial area, and a signature is required to prove delivery.6PM.com's own logistics company gave a false logistics record. In fact, the delivery was false because the commercial address was closed on weekends and a signature was required for delivery. There was no (front door or porch). In addition, the logistics tracking was falsely recorded by them as a package delivered near the front door or porch.In fact, I have not received any goods so far and I sent them two emails asking them to give a signature certificate or reschedule the delivery of the goods. But they have not responded to my emails and closed my purchase account (I have had this account for many years and spent tens of thousands of dollars). Their business practices of deducting money and false delivery have made many people worried and scared.Of course, it would be best if BBB could coordinate the *** investigation (order number: #***-4168840-1224256) to prevent more consumers from being defrauded by them.

  Business Response

  Date: 05/31/2024

  Hello! 

  Thank you for brining this to our attention. The order in question has been successfully delivered to the shipping address provided. I understand that this address used for business purposes. However, the address is registered as a Freight Forwarding shipper and per our Terms of Use on our 6pm.com site: "We do not ship to international locations other than U.S. Territories and Military APO/FPO addresses. If you ship items to a Freight Forwarding business, 6pm is only responsible for delivery to that business. 6pm is not responsible for any claims for damage or missing items after successful delivery to the Freight Forwarding business." *******************************************************************;

  I have requested an account audit to determine next actions. We have made the business decision to issue a full refund or $1,335.31. Please allow your financial institution to reflect this refund on your account within 2-10 business days (up to 30 days for internationally used credit cards). This would be a one time courtesy and any future claims successfully delivered to a freight forwarder would not be honored. 

  A member of our ***************************** will send email communication to you regarding the health of your account. I hope I was able to resolve this matter with a fair solution. Please let me know if there's anything else I can assist you with. 

  With Regards, 

  6pm.com

• Initial Complaint

  Date:04/09/2024

  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.

  I order two pairs of shoes. I didnt get the shoes I ordered. I got two complete different pairs of shoes and 6pm is giving me a difficult time with the return. After several emails and being on hold for over 40 minutes. I am being forced to pay for the shipping on something I never ordered.

  Customer Answer

  Date: 04/10/2024

  6pm did issue a refund. Please close the complaint. I have learned my ****** and will no longer do business with them. 

• Initial Complaint

  Date:12/11/2023

  Type:Billing 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.

  Ordered in good faith with my **** 2 pairs of mens shoes. The Rocco ********** for $21.98 color red size 8.5 wide and ****** slide2, color black size 8.5 wide for $61.20 I received both but unfortunately they didnt fit my dads feet. I packed both pairs in the original boxes they were shipped in. I dropped off one large package at my *** store. I have the receipt and when tracked it was received back to 6PM.com on Wednesday, December 6, 2023 at 7pm. I am still waiting for my full refund . I send emails they return with no site to respond to customers and I called 3 times after ***** minutes of music playing the phone hangs up.

  Business Response

  Date: 12/11/2023

  Hi ****! 

  I'm so sorry for the delay in your refund. I can see that you were able to get ahold of a 6pm.com customer service representative on 12/11/23. They issued a full refund for the return. Please allow **** business days for this to reflect with your financial institution. I hope that this resolves this matter. Please let me know if there's anything else I can assist with. Thank you!

• Initial Complaint

  Date:09/26/2023

  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.

  Order # ***-2849327-9405066 places 9/18. Created an online account profile at time of purchase. Order confirmation email stated the item should be expected by 9/24, although there was absolutely no tracking information provided then or later. On the evening of 9/24, I attempted to log into the online account profile to get a status on the order, as it had not been received. The password I set did not work, so I went through the system's "forgot your password" process to change the password. Once successfully changed, I used the new password to log in...only to get a message that I've been locked out of the site. I attempted a live chat on their site at that point. Would not work. Tried again on 9/25. Still locked out. So, I emailed customer service to unlock my account so I could get the order status. Their reply came a day later on 9/26 stating it would take anywhere from 24 hours to "up to 1 business week from today" to unlock the account. I then requested they provide a tracking number for my order, as that is why I was trying to log in. Instead of a tracking number, I get a new separate email from the order confirmation ***** that my order was cancelled "in error by our system" and I have to log in to place the order again. I replied that I can't log in because my account is locked. Also stated it's pretty suspect the order is cancelled immediately after I asked for a tracking number. Miraculously, my account is then unlocked. I can now see my order...marked as "You've cancelled this order and will not be charged." **************** has offered ZERO explanation why I was locked out or as to why my order was cancelled. Am I really supposed to believe placing another order will work out any differently? I will not be using this site again and will tell anyone who will listen to do the same.

  Business Response

  Date: 09/26/2023

  Hello Flip,

  I'm so sorry to hear about your experience with your first 6pm.com order(#***-2849327-9405066). This order was held and canceled by our Order verification system. Please see the email response from our Order Verification representative on 9/26 for further details. I can confirm that that there was no authorization or charge on this order. I can also confirm that your new order #***-7355082-8229801 has passed our verification process. The shipping charge was removed from this order and we upgraded the order to one business day shipping free. The estimated delivery date is Friday, 9/29. I hope that we were able to resolve this matter. Please reach out to our customer service department if you need further assistance. Thank you!

  With Regards, 

  6pm.com

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20658757
  
  I am rejecting this response because its just as generic as their other responses. I placed an order on 9/18 and it wasn't until 9/26 that I found out it had been cancelled by a mysterious "system error". Further, I only found out it was cancelled after being locked out of the account the very first time I tried to log in (9/24) to check the status.  When I requested help getting it unlocked, I was told it could take up to a week...just because I changed the password? So, I asked for a tracking # for the order in the meantime. Within minutes I got a reply email saying the order had been cancelled. No previous correspondence regarding this & no way for me to have discovered it on my own. None of this makes any sense and the responses from the business has been purposely vague and don't explain anything. This response mentions "further details" from a 9/26 email - see attached, there are no further details. They just blame it all on a mysterious "system error" with no explanation why, or why I wasn't notified, or why I was locked out of the account. Sure, they credited my account $3.95 to cover shipping costs for a new order...although I'm nearly certain the original order had free shipping...again, no way for me to verify that because of their "system error" I could never see the order status.

  I know this is not a big deal in any way - its a $30 jacket we're talking about here. I'm also not looking for any kind of compensation. I just don't accept this response because its a brush-off and the company will continue to inconvenience customers through poor business practices and unreliable systems. Own the mistakes and stop blaming the "system error" without doing something about it.

  No response needed.
  
  Sincerely,
  
  Flip Bennet

  Business Response

  Date: 09/27/2023

  Hello BBB,

  The customer's initial order was held by our system's of Security Review, and canceled. This is to protect customer from potential fraudulent orders. We can not discuss details of our security business practices with our customers. Based on our Terms of Use agreement: "6pm reserves the right to refuse service, terminate accounts, terminate your rights to use 6pm Services, remove or edit content, or cancel orders in its sole discretion." *******************************************************;

  I've attempted to rectify this situation to the best of my abilities. Please let me know if you have any additional questions. Thank you!

  With Regards, 

  ************** 6pm.com

  Business Response

  Date: 09/27/2023

  Hello BBB,
  
  The customer's initial order was held by our system's of Security Review, and canceled. This is to protect customer from potential fraudulent orders. We can not discuss details of our security business practices with our customers. Based on our Terms of Use agreement: "6pm reserves the right to refuse service, terminate accounts, terminate your rights to use 6pm Services, remove or edit content, or cancel orders in its sole discretion." *******************************************************;
  
  I've attempted to rectify this situation to the best of my abilities. Please let me know if you have any additional questions. Thank you!
  
  With Regards, 
  
  ************** 6pm.com

• Initial Complaint

  Date:09/20/2023

  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.

  I ordered sandals order #***-7792784-5477049. They were obviously either not first quality or were damaged. 6pm gave me a full refund and told me to discard or donate the shoes. That was fine.I just received sandals on order #***-6130311-1032258. The soles were dirty and sticky substance on them. I contacted 6pm to ask for a refund (same situation as above). What they offered instead was a $10 refund out of $74 total paid.6pm says that their items are first quality and not previously used. Since the recently received sandals soles were dirty, they had obviously been worn. I understand that buying from a discount site can be risky, but I still expect to receive unused items as that is what 6pm claims.I would like the BBB to ask 6pm to refund me the remaining $64.21 I paid for these sandals. These were not problems caused by me -- They were caused by 6pm, and I expect them to fix problems they cause.

  Business Response

  Date: 09/26/2023

  Hi *****,

  I'm so sorry that you received damaged items from 6pm.com. More importantly, I'm sorry that we weren't able to resolve this issue when you contacted our customer service department. Typically, we do ask customers to return the item before processing a refund. In your case since this was a mistake on our part, our customer service representative should have issues a refund and provide a prepaid *** return label to return the item. I was able to have a 6pm supervisor issue a full refund for order 113-6130311-1032258. You will receive an email with the details of this refund and notification that you can dispose or donate the item. Please not that this is not a common practice, and was offered on the first order as a courtesy. If there are any issues in the future, we may ask you to return the item in order to receive a full refund. I hope tat this solution will resolve this matter. Please accept my sincerest apology and I hope you have a great rest of your day. 

  With Regards,

  6pm.com

  Customer Answer

  Date: 09/27/2023

   
  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 wish that they had resolved the problem earlier, without all the additional hassle.  Reflects badly on 6pm as a company.
  
  Sincerely,
  
  *************************