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Business Profile

Retail Shoes

Feature

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

Customer Complaints Summary

  • 83 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/18/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Placed on 09/10/2023 11:16 PM HST Amount $200 I was searching for a pair of shoes as a gift for my mother. When searching on the ****** search engine feature was said to carry a shoe that they do not carry. Upon seeing this I immediately asked to cancel my order of a gift card this happened within 10 minutes of placing the order 24 hours later I received an email saying my request was denied. Furthermore they are trying to say all returns are for store credit only. I would like the $200 credited back to the card that made the payment

  • Initial Complaint

    Date:09/06/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    April 09, 2023 order# ****** was placed through Feature.com when they had a 50% off sale happening. I have spent over 15K with Feature over the course of 4+ years in store and online.My package said delivered but it was not delivered to my address, or if it was, it must have been stolen because I never received it. Feature started a lost package claim with *** and on April 21st, *** told Feature that they have proof of delivery and that I did receive the item.For 3 months I continued to Email, chat, try and call Feature seeking a resolution not knowing or ever being told that *** had already ended the claim. A rep named **** just kept telling me that they were waiting on news from *** - Even though *** had already sent them news on April 21st, 2023. Finally 09/06/23, after chatting / contacting Feature for the 20th + time, a Chat rep named ****** told me that *** had proof of delivery and there is nothing they can do - they knew this information since April 21st! He said I had to dispute directly with ***.Regardless of what *** says they have for proof, I did not receive this item. It is of a value that should have been signed for, especially in a neighborhood that is not gated with lots of foot traffic. Feature should have resolved this and told me where the investigation stood months ago instead of not responding to emails for months on end, and not checking their emails / communication from ***. I need refunded for this item.

  • Initial Complaint

    Date:08/01/2023

    Type:Product Issues
    Status:
    Unanswered
    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 April 12, 2023, I made a purchase of 57 pieces of clothes from FEATURE.COM, with a total order amount of $1,511.01. Here is a summary of the items I purchased. Unfortunately, upon receiving the package, I found that it was severely damaged during transit, resulting in the loss of some of my purchased items. The tracking number for the shipment is 1ZX339480391401328. I also attached a few pictures of the damaged package.The following items were lost in transit:3 Fear of God Essentials *************** String Beige / 8 3 Fear of God Essentials *************** String Beige / 10 2 Fear of God Essentials **************** Dark Oatmeal Brown / 8 1 Fear of God Essentials **************** String Beige / 8 1 Fear of God Essentials **************** Dark Heather Oatmeal Grey / 10 I promptly contacted FEATURE.COM and they filed a damaged package claim on my behalf. However, it has now been nearly three months since I filed the claim, and despite my consistent efforts to follow up with them, they keep informing me that they are waiting for the carrier to complete their investigation before refunding my money for the lost items.I find it disheartening that a reputable company like FEATURE.COM would handle their customers in such a disappointing manner. Every week, I have been in touch with their customer service to inquire about any updates on the claim, but their only response is that the carrier is still conducting the investigation. I have attached the email communications I've had with their customer service for reference.I sincerely hope that this matter can be resolved soon, as I have already faced a significant inconvenience due to the loss of these items during transit. I trust that FEATURE.COM will uphold their commitment to customer satisfaction and promptly resolve this issue.

    Customer Answer

    Date: 08/22/2023

    The *** had completed the investigation and notified the sender with details of the damage on 8/7/2023. I had emailed the sender for updates but they are not responding. 

  • Initial Complaint

    Date:06/14/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Two things Firstly, I have two orders ****** and ****** that have been returned. Their refund was made using a gift card, but one of the gift cards shows that it cannot be used "DISABLED. I am not sure which order this gift card corresponds to because it was not mentioned in the email, but I have been trying to resolve it with them and no one has replied Secondly, the order ****** I purchased was cancelled by them. The order was paid with some gift cards, and the gift cards were not refunded to me. The balance of the used gift cards has not been restored I have been opened tickect via their website to them since Saturday, but now it's Wednesday and they still haven't replied. Was it intentional?

  • Initial Complaint

    Date:05/30/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My card was used to enter a raffle (and you can only enter one raffle so I was told by the company) I got an alert from my bank of a possibly fraudulent charge, two charges. By the time I responded to the banks alert the purchase was already processed. I ended up with two UGLY SNEAKERS that I would NEVER EVER EVER purchase on my own at $220 a piece!!!!!! The company refused to acknowledge that it was a fraudulent charge and would not send return labels or accept the return.

  • Initial Complaint

    Date:05/16/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
    (((Short shipment Order Number: 851431))))Company-Feature-Clothing boutique Address-************************************************************************************** Purchase method-Online site *** Tracking-1ZX339481392740236 -Next Day Air Saver On May 11 2023, i placed an order online at Feature.com after finding this company on ****** when i typed in the name of the shoe i was looking for and this one ************ companies who had the shoes in my size. I ordered two items, a company branded hat in all white and some white and black **** gym shoes for an event i planned on attending on 05/13/2023. Cost of the hat $40.00 and the cost of the shoes was $125.00 plus a $40.00 next day air shipping fee and taxes of $13.12 total price $223.12. I tracked the *** driver in the *** app using live tracking once the driver was close enough to my address and stopped the driver right in front of the *** store on ******************************************************************** to attempt to get my two items that were ordered and the driver stated that there was only one item in the delivery truck that was in my name, my response was are you serious and he stated yea. He began to searched his *** truck again and he stated there was no box for shoes and to reach out to the company i placed the order with. The company i placed the order with did not have a customer service number, just numbers to stores which were not located in the same city I lived in, when i call the store on ************************************************************************************** phone number-***************** the employee told me any order placed online has to be handled by customer service via email at *********************************** i emailed them within minutes of getting my ((short shipment)) and i asked them if the orders were coming in multiple shipments and here is there response below.Hi ****************,Thanks for reaching out. We are sorry to see that, you should have received both items in the same package. We have gone ahead and notified our manager of this matter. Once we have been advised on how to proceed, we will contact you back via email. We appreciate your patience and understanding. I got this response on May 12 the same day i got the the partial order delivered, I also sent another email on 05/15/2023 asking for an update on the investigation. I emailed them the picture of the bag they sent me which shows on the package 1 out of 1 which suggest that the the shoes never left the warehouse or store they get there inventory from. The weight of the package of 1LB and under is not heavy enough for a hat and shoes, there is a bunch of discrepancies with my case, here i am trying to give a small business a chance and it came back to bite me either with lack of customer service or unable to resolve issues in a timely manner.

  • Initial Complaint

    Date:05/11/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 April 10th. Their policy states **** business days for shipping. I reached out and they stated that they have some delays in shipping. I asked for a refund and they said no because mu order had already been processed. On May 4th ***** emailed stating that the order would ship momentarily and if I was to request a chargeback from my bank I should speak only to them moving forward. Today makes a month since I placed the order and still no shipping has taken place. The customer service is poor as well as the business itself.

  • Initial Complaint

    Date:04/25/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 4/08/2023 I placed an order in the total of $764.32 from Feature website which advertised ***** hours processing to ship time. After waiting over 2 weeks I reached out to them only for them to tell me that they dont know when theyll ship, and that whenever they do ship Ill be notified via email. There is nobody to talk to other than the rude and extremely unprofessional rep by the name ******. I explained to her that after waiting over 2 weeks with no shipping, I am leaving the country for vacation and cant wait any longer, after asking for cancellation and refund, she said they cant offer that even though this wasnt even packed and shipped. She blatantly ignored me and my concerns and stopped responding to my emails. This company takes your money and holds it without following up on their promise to fulfill the order or come up with a resolution.

  • Initial Complaint

    Date:04/25/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 **** Blazer Mid Vintage 77 shoes on 03/23/2023 through the FEATURE APP. On 03/30/2023 tracking information provided by Feature says the package was be delivered by *** Surepost that day. Well the Surepost tracking information they provided was not valid and my package was no longer being tracked. At 11:30am that same day 03/30/2023 package says delivered which is was not because I was home all day. I reach out to the store to ask about my missing package and ** told I have to wait another 30 days to even file a claim. So on 04/24/2023 I reach back out to the store asking for a refund or a replacement. I was then told that they couldnt replace the item because it was sold out and they didnt issue refund but instead store credit. Why would I want to shop with you all again after all of this? Then the store credit they issued wasnt even the correct amount so when I called them back to ask why they shorted me again, all I got was my bad. WHAT?? I dont want a useless store credit from a horrible company, I want my refund and I want it in full. The worst.

  • Initial Complaint

    Date:04/24/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 placed an order and never received it after paying and only platitudes when I contact them. They never shipped the item. I paid and never received. This is a scam and they need to be held accountable!

Feature is NOT a BBB Accredited Business.

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