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:01/30/2023

  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.

  i placed an order for 2 items (Order Number: 114-7757648-9789014) on January 13, 2023, with an anticipated arrival date of January 21, 2023. there was no update on the tracking provided; it just says "Submitted" each time you check. when you try to use the company's chat feature, no one logs on to help. i reached out via email to ask for an update on January 24 and 25 with no response. i then call and the person i spoke to said it looked like the shipment was being consolidated and they were trying to ship it at the same time, and i should see an update soon. a few days go by, no update. i reached out again today on Jan 27 and finally receive an email saying due to a "glitch" in their system, i have to cancel the order and re-purchase the order from them again in order for them to fulfill it for me. i ask the person if that means i risk the products being sold out if i try again. they assured me no, they should be able to fulfil the order and they will do so. i did so as instructed but, surprise, the products are no longer available--as I expected. this company just takes orders as quickly as possible with the hopes they will fulfill it from other vendors, but you're out of luck if they suddenly realize they don't have the product. this is a dishonest, irresponsible business which does not deserve your time or money. i have basically waited 15 days for them to finally tell me sorry--we don't have the items we said we had when you ordered, and all that stuff we told you over the phone was not true. do not give this company your business.

  Business Response

  Date: 02/08/2023

  Hello *****, 

  I'm so sorry for the negative experience you encountered with your recent 6pm.com purchase. I've had a chance to review your account and I would like to provide you with some details. 

  You successfully placed an order for two items on Friday, January 13. The order was held by our systems for order verification. As scene in recent news, our parent company Zappos.com experienced a reduction in workforce that had a tinkle down effect. During this week, while attempting release your order for fulfilment, our systems were not generating the desired outcome. With limited communication, the ***************************** advised our ******** Service Agent to cancel the original order and process a replacement order. However, the items had became unavailable and we were unable to process that replacement order. I'm terribly sorry for this situation. 

  I can confirm that this is a rare situation, and in no way am I trying to make excuses here. Although the items are currently unavailable for purchase, I've issues a $20 off coupon to your 6pm.com account for the loss of service. The coupon will automatically be applied to your order upon check out and its valid for 90 days.  I hope you will give us a second change to make things right. You can contact our customer service team here: ********************************************************* you for your feedback. 

  With Regards,

  6pm.com 

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18897007
  
  I am rejecting this response because: the solution presented does nothing to hold themselves accountable for unfair and dishonest business practices, and makes no effort to correct their systems (or lack thereof) in place. instead, the solution seems to ignore all the issues that led to this moment of frustration, and to try and appease with discounts for purchases that still help this business establish a growing monopoly. do better. (i do not have any ill-will with the customer service folks or the offer/response either--these people have to deal with the unfortunate fallout of how this corporation models itself, and are just doing their job with the limited avenues they can use to take care of the situation.) the corporation as a whole needs to make some corrections for the better.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/24/2023

  Hi *****,

  I'm sorry that we're unable to resolve your matter. We've been working on our systems and processes to make improvements, in hopes that this wont happen again. We would like for you to give us a second chance. Is there anything we can do to resolve this situation?

  With Regards,

  6pm.com

• Initial Complaint

  Date:01/23/2023

  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.

  This is an entirely corrupt company. I placed an order on Amazon.com. Order: 113-4295072-7957023. The descriptions of the three items are COMPLETELY INCORRECT. AND I HAVE PROOF OF THIS, BECAUSE THIS SHADY, CROOKED COMPANY ADMITTED TO IT VIA THE MESSAGING SYSTEM ON AMAZON. However, this dishonest company has REFUSED to take responsibility for its own mistakes and instead is forcing me to go through the horrendously difficult Amazon returns process, because they FALSELY ALLEG that, because Amazon shipped the 3 items, they supposedly "can't" do anything to help. THIS IS A LIE & PATHETICALLY FALSE EXCUSE!This company CAN in fact process a full refund on Amazon. After all, THIS company is responsible for the incorrect descriptions on Amazon. This company makes incorrect descriptions, gladly takes our money when we order the items based upon the descriptions (Wow! 6 PM CAN TAKE the money, even though Amazon ships the items, but it "cannot" refund the money). If my money, in full, is not refunded ASAP, I'm calling my bank & filing a FRAUD charge & getting my refund, that way then. And if I have to do it that way, then I WILL FLOOD THE INTERNET WITH POSTS ABOUT THE UNETHICAL PRACTICES, THEFT, FRAUD COMMITTED BY 6 ******** EMPLOYEES AGAINST CUSTOMERS, on sites including but not limited to: rip off report dot com, who scammed you dot com, ****** consumer dot com and, lets not forget: Tiktok.I will have 25 other **************** do the same.I will have 6 PM cancelled for the ****** thefts, unethical business practices it commits. I will also report 6 PM to the Federal Trade Commission.Of course, being that 6 PM is a corrupt business, it doesn't care. That's fine. There have been many that have not cared--That is, until they were exposed and then ENDED for good.

  Business Response

  Date: 01/27/2023

  Hello *****, 

  I'm so sorry that you received incorrect items and that you're having a difficult time receiving a resolution. Unfortunately, it appears the order number provided is for an order placed on Amazon's website, and I am unable to access it. These specific orders are sold by us here at 6pm.com, but managed and fulfilled by Amazon. This means that Amazon manages every aspect of these orders including shipping, returns, and refunds. However, not to worry! We have a special team dedicated to assist with these orders. I found transcripts of contact with two of our associates through the amazon communication tool on January 21, 2023.

  Our representatives were able to offer the following solutions. First and for most, on January 21, we were able to issue a full refund of $135.51 back to the credit/debit card that was used on the order. Please allow **** business days for your card provider to post the credit to your account, or up to 30 business days for international credit card transactions. Since we do not want to inconvenience you further by reaching out to Amazon, we ask that you keep or donate the items that we refunded. In addition to this, we were able to send communication to amazon to have the inventory checked for accuracy and that they update the product descriptions and images with correct content. 

  I hope that you find these actions satisfactory. I sincerely apologize for this experience. Please take care and I hope you have a great rest of your day. 

  With Regards,

  6pm.com

  Customer Answer

  Date: 01/30/2023

   
  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.
  
  
  

• Initial Complaint

  Date:01/10/2023

  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.

  Order # #***-6717945-4099469, placed December 31, 2022.Order delivered on January 9, 2023. Box in POOR condition, NO tape on end of box nor across middle of box. Contacted 6pm chat, spoke with ****************************** refused to accept pictures of the package. Also, ******* was asked to refund the $3.95 shipping fee and refused. Need to add that *******'s customer service was poor as welll in chat.

  Business Response

  Date: 01/11/2023

  Hello ***********, 

  I'm so sorry for the way in which you received your order. In addition to this, I apologize for the poor customer service you received and the time you've spent trying to rectify this matter. I noticed that we issued a refund of $3.95 back to the original method of payment on January 9th. I've also reached out to our customer service team to issue a refund of $41.24 for the item you received. This was processed on 1/11/23.  You do not have to return the item as a token of our apology. Please allow **** business days to have this reflected with your financial institution. 

  I also understand your concern with wanting to provide feedback to our fulfilment center and provide images of the way you received the item. Unfortunately, our systems prevent us from opening any external attachments for security. However, we do take your word for this and I hope the aforementioned solution is satisfactory.  

  Lastly, you also wanted feedback provided for our customer service representatives that you interacted with on 1/9/23. Our **************** leadership team will be reviewing all chat transcripts from 1/9/23 and provide necessary actions.

  Again I apologize for this not providing the best customer service experience. I hope this will resolve the matter. Have a wonderful day. Thank you!

  - ************

  6pm.com

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18712835
  
  I am rejecting this response because: the company needs to find a better way to accept pictures of the box from the customer.  Im sure that you probably want people to fax pictures to you which is so 1990's. This is the reason why Im rejecting this, because you refuse to take customers word nor did you offer to find any way to improve this process or suggest it to your senior management. ALL of the reps on your chat **** and sitck up for earch other/ 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:11/08/2022

  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.

  Ordered a pair of shoes, which were represented as new, but which arrived damaged. There are two prominent scratches on the left shoe. Called 6pm.com's customer service and was told that I would have to pay return shipping, even thought the shoes were sent to me in damaged condition.The shoes were $96.00 + $3.95 shipping + $7.50 sales tax = $107.45 total charged to my credit card. The amount refunded to my credit card was $103.20 (it is unknown to me why they refused to refund the full amount since the shoes were damaged). Plus, I had to pay $22 to ship them back via **** In total, I am out $26.25 plus my time to return shoes that 6pm.com sent to me in damaged condition.

  Business Response

  Date: 11/08/2022

  Hello *******, 

  I'm so sorry that you received a defective item and didn't receive a proper resolution from our **************** representative. I was able to locate your order and I would like to provide you with the following details.

  You were able to Live Chat with our customer service representative on Friday November 4th. We issued a refund of $103.20. This excluded the shipping fee of $3.95, which should have been included in the refund totaling $107.45. When you processed the return prior to contacting our **************** department, it generated a non-prepaid label. However, when you contacted us via live chat that day, It looks like we did provide you with 2 different prepaid *** return labels. I'm sorry that this was missed and you had to pay for return shipping.  

  A member of our customer service department will be contacting you to provide the following refunds: 

  Shipping fee =  $3.95 + $.30 tax = $4.25
  *** Return = $22

  Our sincerest apologies for the condition of the item you received and the miscommunication during the return process. I hope you'll give us another chance.Thank you for your feedback: https://www.6pm.com/contact-us

  With Regards,

  6pm.com

  Customer Answer

  Date: 11/10/2022

   
  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 **** will add that a detail of their response is, however, incorrect. Their customer service representative issued the return label, which I then viewed while online with them, noting that it said postage was required. I asked why I would have to pay return shipping for damaged goods, and the representative said it is 6pm.com policy.

  I appreciate your help in getting a resolution that is acceptable to me. I believe I would have been unable to do so without your assistance.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/03/2022

  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 September 30, 2022, i ordered a free people sweater from 6pm. Those familiar with the brand know that it is very recognizable in quality, materials, tags etc. When I received the item, it was not at all what i ordered - it was frankly, a piece of cheap garbage that looked like it was from some discount chain. I had obviously been a victim of a bait and switch which is a truly horrible feeling. When i contacted customer service they were completely unapologetic and supposedly scheduled a *** pickup for "today or the day after" between 8 am and 8 pm - essentially requiring me to be held hostage at my home for *** to pick up this fraudulent item. This company is completely untrustworthy and has horrible customer service. I will NEVER use ******************** or any of its affiliates ever again and will make sure to tell everyone i know how shady their business practices are.

  Business Response

  Date: 10/04/2022

  Hello *****, 

  I'm sorry for the condition in which you received your item. We are more than willing to make this right and provide a fair resolution. We will issue a refund right away. Expect to see the funds on the payment method that you used for this purchase. You should see the refund post within **** business days, depending on your financial institution.

  I terribly sorry about how you feel about our *** pick up courtesy. We see that the request was made on 10/3, so *** will attempt the first delivery on 10/4. Which is the date after you filed this complaint. We will send you a prepaid *** label that you can print out and put on a return shipping box. You can drop the return off at any authorized *** store in your area at your earliest convenience. Please keep in mind that we we do not receive this return item within 14 business days, you will be charged for the item. 

  Once again, I'm so sorry for the experience you had with 6pm.com. I hope that you will give us a second chance. 

  With Regards,

  6pm.com