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:08/09/2023

  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.

  On 3/2/2023 I purchased a pair of shoes from aerosoles online in the amount of $111.09. Order #******* was received on 3/8/2023. On 7/17/2023, 4 months later I put the shoes on to wear and realized the entire sole on the right shoe was broken in half. I contacted aerosoles customer service via email as that was the only to communicate with them. I received an email on 7/18/2023 requesting pictures that I sent on 7/19/2023 showing the damage. No one reached out or replied after this. I reached back out following up on my previous emails and have received no response. I only wanted them to replace the damaged shoes as there was barely any wear as evidenced in the pictures, yet they refuse to respond. Thank you, *********************** ******

  Business Response

  Date: 08/22/2023

  ************************* did indeed reach out to us on  Tuesday, July 18th, 2023 and our **************** team responded to ask for photos on 7/19/23. Unfortunately there was a glitch in our ticketing system in which her emailed response on 7/19/23 with the photos and on 7/23/23 checking in with us did not get imported correctly into our ticketing system. We did not know she had responded until we saw this BBB complaint, at which time we found the emails and reported the glitch. We are so sorry for our lack of response due to the technical difficulties. We reached out to the customer immediately via email (8/11/23) and sent a replacement pair of shoes (order #*******) that arrived 8/16/23, and have sent a follow up email to the customer on 8/22/23 to ensure she is satisfied. Were still waiting for a response but weve worked hard to make this right for her.

• Initial Complaint

  Date:07/28/2023

  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.

  I ordered a pair of sandals. I paid $25 extra to have them delivered early for an event. The shoes are miss sized and Im trying to do an exchange and nobody will call me. Theres no contact phone number only a bounce back email. I attempted to return it wont allow me to probably because they were on sale. Now Im out over $75 and extremely frustrating. No customer service whatsoever. Im sick and tired of being ripped off and nothing to show for it by companies like this who dont honor their product. I just want the correct size of shoe. I purchased the size I normally wear from this company and they are miss sized. I am a federal employee and a senior citizen Im sick and tired of getting ripped off. These people are crooks. Please advise. Order #*******. Thank you

  Business Response

  Date: 08/02/2023

  Customer ********************* placed order #******* on ************************** on Tuesday, July 18th, 2023 at 11:15pm EST and paid for 2nd Day Air shipping with two business day shipping transit time.  The cutoff for same-day shipping for express orders is 10am EST so her order shipped the next business day, Wednesday, July 19th and was delivered on Friday, July 21st within the stated shipping transit window as per our Shipping Policy posted on site.  
  
  ************** first contacted Aerosoles **************** via email on Sunday, July 23rd outside of business hours requesting instructions on how to exchange and was sent an automatic message with further information on how to do so.   She sent a follow-up email on July Tuesday, July 25th requesting a status update but since she had previously been sent return/exchange instructions, a response was not sent.  She followed up again on Thursday, July 27th when an agent replied to her message with the same instructions on how start a return/exchange.    She replied that she needed to speak to a human on Thursday, July 27th at 3:19pm EST , however we do not offer phone support and let her know we would be happy to assist via email on Friday, July 28th at 8:39am EST to which she did not respond. 
  
  Concurrently, she sent a new message on Thursday, July 27th at 1:42pm via ******** Messenger informing us that she had sent three email messages requesting information on how to exchange her order, which had already been sent in previous communications.  An agent replied to her at 2:07pm EST, 25 minutes later, to let her know once again that we do not have phone support but that wed be happy to help her via email and again provided return/exchange instructions. 
  
  Also on Thursday, July 27th at 3:46pm EST, ************** informed ** she had just reported us to the Better Business Bureau.  An agent continued to assist her in placing her return, explaining that because her shoes were purchased on sale, they were eligible for a site credit only so an exchange was not possible but she could receive a credit and repurchase the shoes in her desired size. 
  
  The agent proceeded to assist her with creating said return and also offered to waive her new shipping charge on a replacement order as a courtesy.  She was re-sent her gift card with the funds from her return as requested on Monday, 7/31 and has been refunded in full for the returned product, less her shipping charges which as per our policy, are non-refundable.  
  
  There was no unlawful behavior on the part of Aerosoles at any point in this transaction or the subsequent email exchanges.  Aerosoles takes allegations of improper business ethics and behavior very seriously and in this case, would request that this complaint be amended to remove such allegations as "being ripped off" or alleging that the Aerosoles company are "crooks" as they are false and defamatory.  
  
  
  

• Initial Complaint

  Date:04/28/2023

  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.

  April 2nd I placed an order on the Aerosoles website. I do not own other shoes by this brand so I checked reviews & ordered my typical size. I caught a sale which helped me be able get all of the pairs.I received the shoes & was able to try them on. Sizing varied widely - for one pair, gold (Cosmos ****** ******** I used happy returns to do an EXCHANGE. When I did this the shoes were in stock. Then on April 17th I received an email that I was being refunded for something- but the email wasnt clear. A second email showed I was only getting the blush shoes (the gold I wanted for a wedding I am in). Since I had ordered two pairs in gold I wanted to try I ended up being disappointing but OK - as after I received the blush pair I did find that the size I would have needed was the out of stock one.Then I wore the black (Camera)pair for the first *********** just felt big(my foot popped out of the ********* had to tighten them A LOT). They ran large & based on the blush pair, I wanted to exchange the 2 unworn pairs in the camera style. AGAIN - upon return on April 23rd the shoes I wanted were IN STOCK & AGAIN I was refunded for the second pair. I have attempted over several days to try to get someone to talk & reach a resolution, but there is no way to reach them& by email all they say is "I see you want to return the cognac pair"(Which I *just* received & havent gotten to try on yet!). NO, that is not what I have said. I am looking to get back the pair in the 7 because I can make them work if I cant get the 6.5-but they dont listen, then do not escalate for further assistance when requested. Then they started ignoring my emails & started over with the same misunderstanding of what I am looking for I want the pairs I ordered, in sizes I need, at the price purchased, especially since they were available when I conducted the exchange - not have to wait for July at potentially another price. You should be taking care of the customer who has ALREADY locked an order in

  Business Response

  Date: 04/28/2023

  We are very sorry for the inconvenience caused to *****************  Our company-wide inventory management system encountered an unexpected issue that erroneously showed product available for purchase that was still in production and wasn't due to be in our warehouse until July 2023, which impacted many orders. Unfortunately, ******************** order and exchange were one such affected order and although it appeared that her exchange requests would be able to be fulfilled with product that appeared to be in stock and avaialble, the inventory was fact not on hand and will not be until June/July.  

  Due to the large volume of returns we receive, we are unable to reship returned product as we are unable to track specific return orders once they arrive back in our warehouse so we were unable to fulfill her request to re-ship the size 7 Camera Eggshell Leather that she had already returned for an exchange that had to be cancelled.  

  If **************** is still interested in the Camera Eggshell Leather in either size 7, we can assist her in placing a new order for the same price she initially paid that we will be sure to expedite as soon as we have product on hand to ship.  

  We deeply apologize for this unfortunate experience as a first-time buyer of Aerosoles and hope to make any future purchases seamless and pleasurable.  

  Customer Answer

  Date: 05/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]
  

  Although I accept being able to get the same shoes at the later date, I would like to get that pair as well as the original gold pair as well.  Furthermore, I would like details on how this will happen.  Will I be notified when the stock is in?  Will I be provided a discount code plus not have to pay to ship them again?

  Who can I be in touch with if there is an issue?  One of my complaints here is that customer service drove me around in circles and purposefully neglected providing me with a response - in addition to really only answering parts of my question.  I do not want to repeat that as it is what lead me to here. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/16/2023

  Hello **************** - we certainly understand your frustration with your first experience but can assure you it will not happen again.

  We will send you a direct draft order with the styles you wish to re-purchase once we confirm the exact colors and sizes you would like.  This will place your order in the front of our queue for fulfillment as soon as we have inventory on hand to ship.

  Please look out for an email from ************************************** requesting more information so we can issue your draft order.  

  Customer Answer

  Date: 05/19/2023

  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 and the matter has been resolved.

  
  The company is in progress towards resolution through email  

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

  
  

• Initial Complaint

  Date:04/26/2023

  Type:Sales and Advertising 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 with aerosoles on Feb 27 order #******* . When the shoes arrived they fit too small so I would needed to get another size. So I returned the order on March 11 ***** by one of the methods they provide in the website which is you just need to create s QR code and drop off at a location like ****** No need to box up or print out a label . The system also advises you that when you do the return that way your return process will start the moment you drop the shoes off . Still I waited to see about the return when it had been 14 days and I still had not heard anything I reached out to customer service multiple times and finally received a response on March 23 stating that they had never received my shoes and when I showed them the process I used and that what were the next steps I didnt hear back again from customer service. On March 30th I again reached out to them regarding this issue and have yet to hear back from customer service or anything about my refund.

  Business Response

  Date: 04/28/2023

  In response to ************************ complaint regarding her order 1070852 placed on February 27, 2023, we do see that she initiated a return through our Returns system Happy Returns on March 5th, 2023 but as of today (4/28/2023) we do show this return as STARTED and not complete as evidenced by the file Happy Returns attached and also her order status which still shows she has an in-progress return.  

  Upon generating a ** code and bringing product to an authorized return location, she should have received an email confirming her return acceptance and refund immediately.  If there is an issue with the ** code or the return itself, Aerosoles **************** is notified that a manual return override is required for our review and processing.  We not see this as an issue affecting ************************ return. 

  If ******************** is able to provide us with the name and address of the location where she made her return as well as the date and approximate time it was made, we will research further with our return processor but based on the information we currently see for her return, it does appear that it was not completed and that the order was not returned to Aerosoles which is why she has not been refunded. 

• Initial Complaint

  Date:12/27/2022

  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 shoes on Nov 5, 2022. On Nov 7th, I received an email stating the shoes were on the way. They never arrived and I have reached out to the company repeatedly through their customer service email (they dont have a phone number) and they have never replied. When I check the tracking information, it says they are preparing the label. I have reached out to the my credit card and they asked me to give them more time but it has been almost 2 months. I would just like a refund. I know things happen and understand that, but the lack of communication or response is frustrating. I feel like this is my only recourse.

  Business Response

  Date: 05/01/2023

  ****************** was refunded in full for her missing order on 12/26/2022 which is the same day this complaint was filed.  
  Our customer service email has an auto-responder for inquiries received during non-business hours with answers to commonly-asked questions and a note that requests if the auto-reply does not answer their question for them to reply to the email and let us know.  Her first emails were answered by the auto-responder so we did not realize that she needed further assistance hence the delay between her first outreach and the full refund provided once we were aware that she was still missing her order.  

• Initial Complaint

  Date:10/31/2022

  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.

  GIFT CARD WITH NO EXPIRY DATE NOT BEING ACCEPTED BY COMPANY A few years ago I purchased a pair of shoes from an Aerosoles store in **************, I returned them a few days later because they did not fit properly. They were never worn. The store would not provide a refund but instead provided me with a gift card for the value of the shoes which I returned. The gift card was valued at $104.00 and they assured me there was no expiry date on it. Some time later the store closed so I was unable to use the gift card in store. I tried to use the gift card online, which they had advised me I could also do, and it did not work. I contacted the company by email and they told me that it was no longer valid although there is no expiry date on it and I was explicity told by the store it could be used at any time and that it would never expire. I emailed several times to try to resolve this with Aerosoles customer service and they said the gift card is no longer valid. Gift cards with no expiry date can not legally be declined and I expect the company to respond accordingly. I have the physical gift card with me. I will accept store credit for the full amount I paid for the gift card - $104.00 - or a full refund. Thank you for your attention to this matter.

  Business Response

  Date: 11/14/2022

  All Aerosoles gift cards issued prior to February 13, 2018 were invalidated due to a bankruptcy filing and a change of ownership. The issuing entity, Aerosoles ***************** was a debtor under *********************** and its subsidiaries bankruptcy and has since been liquidated and dissolved.  

  We have language noting this on our website under FAQ's: ********************************************************************************************************************** 

  "Effective January 29, 2018, subject to applicable law, all gift cards issued prior to February 13th, 2018 that were not redeemed prior to that date were forfeited due to a change of ownership.
  There will be no refunds for the unused balance on any Gift Card, Merchandise Credit or Store Credit issued prior to 01/29/2018."

  Attached please find the correspondence with the customer showing that we offered her a discount code in accordance with our policy on how to handle requests for expired gift cards as we are unable to validate any old balances due to changes in systems. 

  Aerosoles is not under any obligation to offer any compensation to customers for expired gift cards.  

• Initial Complaint

  Date:08/22/2022

  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.

  I ordered a pair of shoes sized 6.5. The packing slip and box from Aerosoles says 6.5. The **************** are size 7.5. I want a refund or credit.

  Business Response

  Date: 05/01/2023

  **************** was provided with a prepaid return to send back the incorrectly-sized shoes on 8/23/22.  
  The Aerosoles customer service email has an auto-responder for inquiries received during non-business hours with answers to commonly-asked questions and a note that requests if the auto-reply does not answer their question for them to reply to the email and let us know.  Her initial emails were answered by the auto-responder so we did not realize that she needed further assistance hence the delay between her first outreach and the resolution of her issue via creating her return/exchange to receive the correct shoes.