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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
A single pair of shoes were purchased from this company by my husband in November 2023 for me as a Christmas gift. The shoes were not the correct ones that we had discussed, so I started a return on Christmas day so that I could purchase the ones that I wanted. A gift card refund was issued after the return was made and I ordered the correct pair of shoes. I waited over a week without shipping notice and when I emailed the company I was told they were out of stock. They did not know when they would be returning, so I opted for a different pair. These shoes were cheaper so there was a balance left on the giftcard. When I received the shoes, which took forever, they did not fit as they were too small. I attempted to return the shoes and had issues with returning via Happy Returns which is what the company uses. I have been in contact with the company repeatedly, and each time the responses take days upon days to get back and they have no working telephone number. As of 1/29/24 I requested that my entire original purchase amount be refunded and they insist that they will only refund to a store gift card. I do not want to make any purchases from this company. They are terrible to deal with, the shoes are incredibly expensive and not very well made, and they no longer have the shoes I wanted in stock. Every item is now priced hundreds higher than the shoes I wanted. I think this company is a sham and I am requesting my entire $176 be reimbursed to my credit card.Business response
04/04/2024
Customer was refunded to the card used to make the original purchase $166.00 minus $14.99 processing fee. Please see screenshots in attachments.Customer response
04/09/2024
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 and the matter has been resolved.
Sincerely,
***********************
Initial Complaint
09/26/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a pair red size 5.5. shoes listed as final sale. On Aug. 28, the package was delivered to my home. I tried the left shoe on and it fit, but did not check the right one as we were preparing to go on vacation.I returned on Sept. 18 and tried both shoes on and discovered that while the left shoe is size 5.5, the right shoe is larger (maybe size 6?). I tried to call them but they don't answer the phone at the number listed on their website, there is no live chat and the only way to reach them is through email.I reached out to them via email, explained the situation and asked how we could rectify the situation. I included a photo showing the difference in the two shoes.I received an email asking me for more pictures of the shoes. I sent three more pictures showing the shoes against a tape measure to demonstrate the difference in size.They responded on 9/22 that the shoes were final sale and not eligible for refund or exchange. That was the last response I got from them. I know the shoes are final sale but this company can't just send me anything. All I want is a pair of shoes that are the right size or a refund of my money.Business response
05/08/2024
This customer complaint was resolved and refunded for $61 on 10/16/23.Initial Complaint
08/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I timely returned my purchase in unworn condition (same condition as it was received) and received an email from the company confirming their receipt of the returned shoes on July 17, 2023. Its been over 30 days and I still have not been refunded.Business response
09/27/2023
Hello,
Customer has been refunded.
Best,
Antonia Saint NY
Customer SupportCustomer response
09/28/2023
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.
Sincerely,
*****************
Initial Complaint
04/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Original order 2/7 total $398.70 Exchanged messages 2/21 - 4/10 Return processed 3/29 of both pairs of shoes - email confirmed Partial refund for one pair of $165.80 processed 4/4 I have contacted this company over ********************************************* I returned two pairs of shoes which were processed and they are not refunded despite multiple emails stating that would issue my refund once processed. The replies I recieved now are basically automated and have nothing to do with my situation. This appears to be a scam company. I just want my refund for the returned items and to be done with it.Business response
04/24/2023
Hi there - This customer was taken care of and refunded. We wish this customer all the very best and hope that everything will go smoother next time. Please close the claim and thank you!Initial Complaint
03/29/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a pair of shoes from this company on March3, 2023 and have still not received them as of march 28th. I reached out to their customer service who told me that my order confirmed leaving their warehouse. I reached out again multiple times since this was not a satisfactory resolution and did not receive any communication back. Most recently they contacted me via Instagram when I left a bad comment on a post and asked if I had reached out to their shipping partners DHL to try and locate my packageBusiness response
03/29/2023
This customer has already been refunded and was informed that since the shoes may still get to them as it has only been 14 business days, to contact us so that the shoes can be returned. Thanks!Customer response
03/31/2023
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.
Sincerely,
*********************************
Initial Complaint
01/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a pair of heels in size 8. I tried them on and walked around in my home, which the shoes were too big. Since I wore the shoes in my home that doesn't have carpet, they charge a massive fee to return them. So I'm on the hook for $103.20, although their shoes didn't work out for me. Having thought about it some more, I shouldn't have to pay $100 for something i don't have. The order number is *********. I want a refund back.Business response
01/20/2023
Hi there - We are so sorry to hear of this issue in the customer incurring a damage fee on worn shoes. Please see the attached documentation that shows the damage fee regarding our a return policy where shoes need to be tried on carpeting to protect the heel tips and bottoms of the shoes (Full return policy here - **************************************************************). As this complaint from the customer here states, the customer did not wear these on a carpeted surface, but please know that any cloth, or any type of fabric to protect the soles of the shoes can work as well. This is done in order to participate in the return policy without incurring a damage fee. The damage fee is only passed along if the shoes come back to us visibly worn or damaged in some way, which these were, and a photos is attached of the worn heel tips from our warehouse.
We created and shared a $40 discount code for the future to help mitigate the damage fee and have sent this to the customer.
Again, so sorry that this did not work out as anticipated, and we wish everyone all the very best!
****
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Contact Information
200 Park Ave Ste 1700
New York, NY 10166-0005
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Get a QuoteCustomer Complaints Summary
9 total complaints in the last 3 years.
5 complaints closed in the last 12 months.