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:08/15/2024

  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.

  Returned defective shoes and have been put off for weeks by hey dude to replace shoes. Now are not shipping returned shoes and have not received replacement or refund.

  Customer Answer

  Date: 08/15/2024

  my phone number is incorrect it's ************

  Business Response

  Date: 08/16/2024

  Dear *****-

  Thank you for your feedback. Rest assured, it has been forwarded to the appropriate department for review. According to our records, your return was received on August 12th, and a new order was created for you immediately. Your exchange order will be shipped shortly, and you will receive the shipping details via email.
  As stated in our FAQ, we have 7-14 business days to ship the exchange order once the return is received. If you need any further assistance, please don't hesitate to contact our **************** team.

  Thank you,

  Heydude

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22146506
  
  I am rejecting this response because: They received the shoes on 8/6/24 not 8/12/24, I had demanded them to do something on 8/12 or I would place a complaint, they then just left it in a processing status. I need the shoes to be shipped immediately. They have had my money for 20 days and I have nothing. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/19/2024

  Dear ***** -

  Thank you for the information provided. As we already stated, once a return is delivered, as per our FAQ, we have 7-14 business days to process the exchange order. Your exchange order will be shipped shortly.

  Thank you,

  Heydude

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22146506
  
  I am rejecting this response because: They received my return on August 6th per fed ex, they still have not shipped my replacement shoes. I even asked them if they weren't going to ship them that they refund me and they refused that as well as refused to ship them.  Please make them ship my items, they have had my money since late July and I have no product.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/20/2024

  Today is the 14th day per their policy and they still do not intend to ship

  Business Response

  Date: 08/21/2024

  Hello *****, 

  We apologize for the delay and the inconvenience this has caused. Were doing our best to get your replacement shoes shipped out as soon as possible. In the meantime, weve issued a full refund for your original order. Thank you for your patience.

  Thank you, 

  HeyDude

  Customer Answer

  Date: 08/28/2024

   
  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:08/14/2024

  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.

  I ordered shoes at the end of June. I received my initial order when expected, however the pair of shoes I had bought myself ended up being too big. I initiated a return and returned my package via ***** as requested on July 9th. I hadn't heard anything or received any emails regarding this return so I reached out July 27th. I was then told my order had been received July 22nd which it arrived way sooner than that. They then told me it would be another 10 to 14 days to process from the July 22nd. I waited again and still heard nothing so I reached out **** August 12th and was told I haven't given them enough time. I said yes I have I waited the time requested in the previous email and now I just want my money back. I got a blank email and then a copy paste regurgitation of the prior email. This is unacceptable customer service. All I want is my money back, I sent the return back as requested and they are failing to hold up their end of the transaction.

  Business Response

  Date: 08/14/2024

  Dear Brea-

  Thank you for your feedback. Rest assured, it has been forwarded to the appropriate department for review. It appears that your exchange order has not yet been shipped, and we sincerely regret the delay. We have processed a refund for the item you returned. You will see a refund of $35.00 in your account within 2-4 business days. You should have also received an email notification with the details of the refund.

  Thank you,

  Heydude

  Customer Answer

  Date: 08/15/2024

   
  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:08/13/2024

  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.

  Case ******** from Hey Dude this was the response from my email to Hey Dude inquiring about an order I placed on July 31. Order never shipped/received. Requested refund. No response from anyone.

  Business Response

  Date: 08/13/2024

  Dear ******-

  Thank you for reaching out. Rest assured, your feedback has been escalated to the appropriate department for review. We apologize for the inconvenience caused. It appears that your order was lost in transit by the carrier. We have processed a full refund of $93.25, and the amount should appear in your bank account within 2-4 business days. You should also have received an email notification regarding the refund. If you need any further assistance, please do not hesitate to contact us again.

  Thank you,

  Heydude

  Customer Answer

  Date: 08/13/2024

   
  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:08/12/2024

  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.

  Ordered shoes from heydude.com on July 26, 2024. Eighteen days later (August 11th), the shoes have not shipped, even though on July 27th they sent an email saying that they had been shipped. They took the money out of my checking account immediately. I chatted with them a week or so ago and was told that they were still within the shipping time?? I want the shoes or a refund without further delay. Thank you.

  Business Response

  Date: 08/13/2024

  Dear **** -

  Thank you for reaching out. Rest assured, your feedback has been escalated to the appropriate department for review. Unfortunately, it appears that your original order ******** was lost in transit by the carrier. However, our customer service team has created a replacement order for you at no charge. The new order number is ********. Once the package is shipped, you will receive an email notification with the shipping details. If you need any further assistance, please do not hesitate to contact our customer service team.

  Thank you,

  Heydude

  Customer Answer

  Date: 08/20/2024

  Thank you so much for your help.  The shoes have just arrived, so I am satisfied with Hey Dude's response.

  Customer Answer

  Date: 08/20/2024

   
  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:08/12/2024

  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.

  I ordered a pair of shoes and *** delivered them to the wrong post office. After confirming with ***** the shoes are lost. Ive been trying to get a refund or replacement and they wont help me and refuse to help me. Ive been talking to them all day and Ive been disregarded. I just want what I paid for.

  Business Response

  Date: 08/13/2024

  Dear Micala-

  Thank you for reaching out. Rest assured, your feedback has been escalated to the appropriate department for review. According to the carriers records, the package was delivered to your front door, not a post office. You can track it with **** using the tracking number: **************************. We are also attaching a screenshot as proof of delivery.
  Please note that, as stated in our Terms & Conditions which you agreed to when placing the order, Heydude is not responsible for packages that are lost or stolen after delivery.

  Thank you,

  Heydude

  Customer Answer

  Date: 08/13/2024

   
  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:08/07/2024

  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 placed an order with Hey Dude for a pair of shoes. I received them and opportunity they did not fit.I never wore them other then trying them on. I returned the shoes and received an email saying they have received the shoes on July 26th 2024 and will process an exchange. It is now Aug 7th and nothing has been shipped. I have called twice looking for an update and told to continue to wait for the 10 day period. I called a 3rd time today Aug 7th, and asked for the order to be canceled and to refund my money. They kept repeating the same exact scripted response from my 2 previous calls and now refuse to refund me. I was polite and professional but once I mentioned I would need to contact the BBB she read me the scripted end of call response then hung up without giving me a change to even say thank you for trying to help. They are uncaring, scripted, and only offer incredibly pour customer service. I really do like there ********************** as I already own a pair but this is simply unacceptable.

  Business Response

  Date: 08/08/2024

  Dear **** -

  Thank you for your feedback. Rest assured, it has already been escalated to the appropriate department for review. However, as outlined in our FAQ, which you agreed to when placing the initial order and processing your return, exchanges may take up to 14 business days to be processed once the return is received in our warehouse. We can assure you that your exchange order will be shipped shortly, within our official time frames. Once the package is shipped, you will receive an email notification with the tracking details.
  If you need further assistance, please do not hesitate to contact our **************** team.

  Thank you,

  HEYDUDE

  Customer Answer

  Date: 08/09/2024

   
  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:07/22/2024

  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.

  Hello, I bought a pair of hey dudes in store about a month ago while I was on vacation. I do not have the recipt but you can tell they are practically new. I chatted and they intentionally ended the chat on me. The foot pice is coming apart. I am not happy with the customer service provided or the quality of the shoes. I will never purchase another pair of hey dudes unless this matter is rectified. I have bought many pairs in my past and never had this issue.

  Business Response

  Date: 07/23/2024

  Dear ******-

  Thank you for reaching out. Rest assured, your feedback has been forwarded to the appropriate department for review. 
  According to our Warranty Policy, which you can find here: ********************************************************, we can only cover warranty claims for products purchased online from our official website, www.heydude.com. All warranty claims for products purchased from a store should be raised with the store itself.
  However, we will make a one-time exception in your case. A representative from our **************** team will contact you within 24 hours to gather your details and assist with your warranty request.

  Thank you,

  Crocs

  Customer Answer

  Date: 07/24/2024

   
  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:07/15/2024

  Type:Sales and Advertising 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 site claimed to offer a 15% discount and sent me an email with a code. At checkout it showed the discount had been applied but after placing my order it had disappeared. **************** told me "touch luck *******" and refused to adjust the price.

  Business Response

  Date: 07/16/2024

  Dear *****-

  Thank you for your feedback. Rest assured, it has already been escalated to the appropriate department for review. According to our policy, we do not make price adjustments once an order is placed. However, as a one-time exception, we have processed a price match refund of $12.50 for the coupon code. You should have already received an email with the details. If you need further assistance, please do not hesitate to contact our **************** team immediately.

  Thank you,

  Crocs

  Customer Answer

  Date: 07/16/2024

   
  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.

  Date order June 3, 2024 Shipping plan $3.99 **** Nut shoe size 11 sale price $63.99 ***** sport mesh grey size 11 sale $32.***** sport mesh black size 11 sale $36. Order number ******** All shoes did not fit, I completed a return on line to return **** but for size 12 and return ***** mesh black size 11 for return of funds. I accidentally clicked on return of *************** size 11. So I immediately called customer service rep who had very much broken English to help me with my return. I wanted to not return the ******************* mesh but exchange for size 12. He said I was good to go mailed me return slip. I sent all three shoes back in same box I received them in. It took a very long time to get shoes. I still dont have them, but noticed on emails when I went back to check on my return order that I wasnt receiving ******************* mesh. They told me they didnt receive ******************* size 11. Heydude said they didnt receive them!!!! Even though I attempted to communicate my frustrations they would not believe me and now I am out ***** mesh grey shoes because I returned them and out the money I paid for them. This is very bad business. I will never do business with Heydude again.

  Business Response

  Date: 07/04/2024

  Hello *******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We are very sorry to hear about the issues youve faced with your recent return.
  According to our system, a refund for the ***** Sport Mesh - Grey was processed on July 2, 2024.
  

  Thank you,

  HeyDude

• Initial Complaint

  Date:06/27/2024

  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 just purchased a pair of HeyDudes from their website. Within 5 minutes I had realized that I had ordered the wrong size. I called customer service immediately to see if there was anything we could do. They can't even cancel the order within 5 minutes? I'm sorry, I work in customer service and deal with orders and we can cancel orders even hours after they were placed. The only solution I got was to just reorder the size that I needed. It takes less than 5 minutes for them to process an order but it will take over over a month for me to get my money back? I didn't even have the option to return them to a store location for faster service. This company needs to rethink their policy. Never will buy shoes online again!

  Business Response

  Date: 06/28/2024

  Hello *******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. As mentioned in our policy, after an order is placed, it will be processed as quickly and carefully as possible and unfortunately cannot be modified or cancelled anymore. If you chose the wrong model or size, you can return it as soon as you receive it. 

  Thank you, 

  HeyDude