ComplaintsforDolce Vita Footwear Inc

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order DV#******* I placed an order July 1, 2024 and instantly changed my mind. Tried calling within the 20 minutes as indicated on the website to cancel the order but the business was closed. I also eventually decided to send an email. I decided to call as soon as the business opened to cancel the order. Upon getting someone on the phone, I was told that it was already processing and nothing could be done. I then received an email in response to my email advising that someone had already resolved the issue. I responded advising that it wasnt resolved and explained how I reached out as outlined on the website. Received a response advising that the order was going to be canceled. It never was and I had received shipping information for the shoes I did not want. I now have received the shoes and Im being forced to pay $4.95 for a shipping label to return them.. I should have never received these shoes and shouldnt be paying $4.95 to return them.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Paid EXTRA for 2 day shipping to ensure my package arrived on time for a wedding. 9 days later still no package. Have called customer service twice and the manager was just as useless as the first customer service rep, repeating that once the package is returned to their warehouse THEN they will issue my refund. Ive reiterated that a lost/undelivered package is not the customers responsibility, in fact I paid EXTRA to ensure this didnt happen. They said they are working with ***** for a resolution but still wont give me my refund. Avoid ordering from this company at all costs. Poor customer service (which is a third party from a different country)

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am an 82-year-old woman who was looking for a good pair of walking shoes that would allow for more stability and comfort (especially after recently having fallen and needing shoulder surgery). My son convinced me to splurge on more expensive shoes, hoping this would make a difference. I purchased a pair of Dolce Vita gym shoes for over $130. I wore them a total of 3-4 times when my son noticed a tear in the shoes. My husband recently passed away, and I seldom go out for walks. It is possible that the tear was present when I received the shoes. When I reached out to the company to help me to send the shoes back and get a refund the response was, "Thank you for contacting us. I sincerely apologize for your experience and I completely understand your frustration. Unfortunately, too much time has passed since your order was delivered and we are no longer able to provide a resolution for this particular order." This is unacceptable. At least replace the shoes, but nothing was provided. We have learned our ****** to not by an inferior product, especially an inferior product at prestige prices.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an online order with Dolce Vita on June 4, 2024 and only receieved an email confirmation that my order was received. A week passed and I received no email confirmation my order was delayed or out of stock. I reached out to support and they said they had "nationwide shipping issues" and that they couldn't cancel my order unless I returned the order. On June 11, I checked the order status on their website (again, no email confirmation the order was shipped) and it says my package was delivered, but it's not in my mailroom. I checked both enterances to my condo, no package. During this time I receive no email confirmation my order shipped or was delayed. There was also no notification on their website that there were shipping delays. I'm now paying for an order I haven't received due to the lack of communication from Dolca Vita. I would like a full refund of my order. The "delivery confirmation" photo from ***** doesn't even show my package! It's an incomplete, cut off photo that shows no confirmation it's my package in the mailroom. If the BBB can't help, I'm calling my bank to report the charges as fraud. I don't care about the shoes at this point I just want my money back.

• Initial Complaint

  01/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order January 1st ****. One week went by and i had not heard anything about tracking. I reached out to customer service on 1/8 and they told me my order would ship "in the near future". I replied asking for more specifics since that is not a valid answer. They then replied and said they were out of stock and asked if i would like a refund. I sent a reply stating i obviously want a refund and i didn't appreciate them not contacting me sooner as i work in a high level ecommerce position and know there are systems in place to alert customers immediately when this happens. They then responded and said they found my order in another fulfillment center and would be shipping in the next day or two. I was happy about that. Fast forward to 1/27, i still have not received tracking or any email. I contacted them again this morning and their response was "your product is out of stock, would you like a refund"... again, they never contacted me so if i had not contacted them then they would have stolen $100 (i still don't have the refund so they could easily still steal the money). It has been a month since i placed the order so there has been plenty of time for them to contact me and refund my money. This is horrendous customer service. I will never do business with them and i encourage everyone to stay away from them. They are very shady.

  Business response

  02/08/2024

  Hello,

  A full refund was issued to the original method of payment and the team reached out to our customer to confirm this.

  Thank you,

  Dolce Vita team

• Initial Complaint

  12/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Nov. 24, 2023 I ordered a pair of shoes on-line from Dolce Vita and received confirmation that my order (#*****) was received and DV would follow up shortly with shipping information. One week later . . . nothing. No tracking information, shipping confirmation or anything. I emailed Customer "Satisfaction" and was told there were shipping delays but my order would be coming soon. Almost another week passes and still nothing. Yesterday, Dec. 6, I called to ask what the problem was and was then told there was low inventory -- not shipping issues. I asked to speak to a supervisor several times before eventually someone came on the line to say that, surprisingly, my order was just now being shipped out and I would get confirmation momentarily. Nothing came. Today, I emailed again, and was told that the item was out of stock, so apparently it hadn't been shipped which was not what I was told by the "supervisor". I replied, asking for a full refund and stating that I was not happy being lied to several times by Customer "Satisfaction". Their latest reply is that they "are no longer able to cancel as it was just shipped out today, December 8 2023 (today is actually Dec. 7) via *********** tracking number ****************," but that I should wait a few days before checking the tracking information.This is the most ridiculous way of attending to customers that I have encountered. A waste of time and energy and, I fear, my money. This business is NOT being transparent with it's customers and is, in fact, blatantly lying. The email thread I have is a series of lies as was the phone call. I strongly suspect that the "supervisor" I spoke to was not even a supervisor.

  Business response

  12/08/2023

  Hello,

  The merchandise was delivered today, 8/12. **************** reached out to our buyer to resolve this.

   

  Thank you,

  Dolce Vita team

  Customer response

  12/08/2023

   
  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.  I will send the email thread with the customer satisfaction team so they can see for themselves the type of "service" they provided over this matter.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order in September 17th, 2023. I received the goods and ask to return the shoes that didnt fit. I got the return label and ship back the goods within the 30 days of the policy. The goods were received on October 17th 2023 at the company facility with a proof of delivery signed. The return policy is saying reiumbursement will be done within 1 or 2 weeks of the reception of the goods. Its been now 7 weeeks and I did 6 email attempt to customer service and 1 call with the return label copy, pod and tracking number. Every time I got the answer they are waiting for feedback from their warehouse. After 7 weeks I still dont have my money back as per policy and only feedback Im getting is to wait. Im waiting for a reimbursement of 1235,91$. I was a regular customer of the company but really think its the last time Im dealing with it. Waybill from Canada post is ****************. Order *****

  Business response

  12/11/2023

  Hello,

  We have reached out to our buyer and we are waiting on a reply in order to process the refund.

  Thank you,

  Dolce Vita team

  Customer response

  12/11/2023

  I filled the document they asked me to fill and I'm waiting for the reimbursement

  Customer response

  12/14/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I 10/5/23 I placed an online order via Dolce Vita's website. Order number: DV#*******. I paid $30 for next day shipping. I called the customer line Friday 10/6/23 late in the day to find out when my order would ship. I was informed it would ship later that day and I would get it by Monday 10/9/23. On Monday I still did not receive and email notification that my order would ship, so I called again. I was told that the Warehouse still had not responded to the message to ship my shoes. I had to call three times to speak to a manager, who told me he had no way to call the warehouse, and that there are shipping delays. The warehouse is in Bloomington which is 15 minutes from my house! I told them if I cold not get the shoes by 10/10/23, I would need to cancel the order. as I was leaving on vacation and my shoes would get stolen sitting on my porch for 10 days. He said he would try and get someone higher up at the warehouse to respond to his email. In the meantime, I went on to Amazon and found the same shoe at a lower price that could be delivered on time. I called to cancel my order and they said customer service cannot cancel an order, they have to send it to a warehouse. This makes no sense, and how can I expect the warehouse to get this message when they never got the message to ship my order. They told me that all orders are experiencing a delay as the warehouse is delayed. Why are they offering Next Day shipping then? My item was in stock, that was confirmed, yet they for some reason could not ship it to me after 3 business days. This is a terrible company! They should not offer faster shipping at a premium cost of they cannot honor it

  Business response

  10/11/2023

  Hello,

  The order was cancelled and the full refund was issued today, 10/11, to the original method of payment.

  Thank you,
  Dolce Vita team

  Customer response

  10/11/2023

   
  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.
  
  Sincerely,
  
  **********************************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My order number is ******* on DolceVita.com. I purchased 7 pairs of shoes for my wife and familys special event. I even paid $30 for next day air in order to have it delivered the next business day so they can arrive just in time for the event but instead I received them days late. I then proceeded to initiate a return but was told to contact customer support. After doing so and speaking with a representative, on July 3rd, I was told I would be emailed a return label within a few business days. It is now July 10th and I havent received a return label. We are very disappointed in how difficult it is to deal with this company and would like to be refunded back as soon as possible. I was also promised that I would be refunded back the $30 I paid for next day shipping and I havent received that either.I have attached photos of my conversation with the representative as proof as how this company does not fulfill its promises

  Business response

  07/18/2023

  Hello,

  Customer service emailed the customer and provided a prepaid return label to send the merchandise back for a refund. We are waiting to receive back the return.

  Thank you,

  Dolce Vita team

• Initial Complaint

  05/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought shoes on April 15th with two day shipping in hopes that itll be here in time for a wedding I am in, a week rolls by and still nothing, no email saying theyve been shipped so I email customer service and they dont give me a clear answer and say theyre in the warehouse. So I call customer service and they tell me that they are being shipped with next day delivery and I should receive them soon. Well thats clearly not true because its been almost a month now and still no shoes. I am so disappointed by my experience with Dolce Vits and feel as though I have been strung along with no clear answers. Before buying products I typically like to look into seeing if the company is legit and not a scam and it seemed like this company was fine, however, they took my money and I still havent received my product. I will never be buying with them again and will be spreading the word.

  Business response

  05/11/2023

  Hello,

  We have cancelled the order and issued the full refund to the original method of payment.

  Thank you,

  Dolce Vita customer service team

  Customer response

  05/14/2023

   
  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.
  
  ***************************************************

*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. ↩