Complaints

• Initial Complaint

  02/12/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purschased shoes on line from Easy Spirit. They didnt fit so I requested a return. At first I was going to do a Happy Return where I could just drop it off at aUPS store but they never sent me a link. For the past week I have emailed asking for a return label and they never sent that either Im totally frustrated and just want to be able to return the shoes and get a refund.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered shoes online from this business on June 23, 2024. When I received an email from them confirming the order, it had a "6W" on the order form. I sent them back an email asking what this meant. They said this was the size, I ordered an 8N. I searched the web site for a phone number to call and correct this and found none. So I sent them an email about the wrong size. This was about 20 minutes after I had placed the order. They answered that it was too late and I should have called!! By August, the shoes had not arrived. I sent them messages asking where they were, and they said they were having shipping problems and to be patient. I stopped payment with my credit card, but that company said finally that I had to pay for the shoes I never got. The shoe company then told me to go to the carrier, never telling me who the carrier was or its phone number. So I went to the carrier, my local *** franchise, and they printed out the attached information. They told me the label was created, but the shoes were never sent. I want my money back.

  Business response

  09/06/2024

  9/6 we have responded to our customer regarding her order on ticket ******.  We are currently waiting for her response.

  Customer response

  09/09/2024

  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:

   

  I do not understand what the business is trying to say to me. Therefore, I responded thusly: Thanks for your response. I don't know what a "chargeback" is. Are you saying that if I drop my dispute with the credit card company that you'll issue my refund? Thanks for your prompt response.

   

   

   

   

   

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

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

  Business response

  09/12/2024

  Hi there,

  I'd like to apologize for any confusion regarding this matter. There could have been a much better explanation, and resolution.

  To begin, this order was packed to ship to the address provided to us when the order was placed. I see that Shop Pay was used, which automatically assigns the address associated with that account. The customer had some concerns about how the address was displayed, which should have had a better explanation.

  While I can see that the order did indeed ship, based on the lack of milestones, we would have to consider this package as lost once it entered the *** network. By the time our customer support team realized this, and attempted to issue a refund, there was already a chargeback associated with this order. Meaning, the customer contacted their bank to get a refund.

  I see that the bank has since accepted the chargeback as of September 10, 2024. The bank will now be responsible for when the funds will appear back on the original form of payment.

  Our apologies that this process was not as seamless as expected, and should you choose to shop with us again, we are happy to offer you a $25 gift card. If you would like to accept, please let us know and it will be issued. 

  Customer response

  09/14/2024

  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

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with Easy Spirit. I waited but the shoes were never delivered. I called them and was told they could not give a refund and they would put a claim in with **** 30 minutes later Easy Spirit emails me that the case was closed. Ive called them MULTIPLE times and have been told I need to deal with it with **** *** tells me any refund would have to come from Where I ordered it. Easy Spirit! I ordered and paid for almost 200$ of product and have no product. That seems to sit alright with Easy Spirit. HORRIBLE customer service!!

  Business response

  07/30/2024

  7/30 Our customer was refunded in full for order ES-3029976 and an email notification was sent to her 7/29. Ticket # is ****** * ***

  Customer response

  08/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is relatively satisfactory to me and the matter has been resolved as much as I think Easy Spirit is willing to do. 
  It took 6 months of aggravation with many many phone calls to both companies. Easy Spirit blamed it on **** *** placing the blame on Easy Spirit. I had to dispute it with my credit card twice where Easy Spirit told them both times that the charge was legitimate. Leaving my credit card company to add my dispute to my credit report and me having to pay all the interest involved with the purchase. If they had accepted Responsibility with my credit card I would have been able to avoid paying all the interest involved. Easy Spirit was not interested in helping in the least until I filed with BBB. Thankfully, BBB is here to help us customers from getting ripped off completely.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered shoes from easy spirit in March. They shipped them by **** Apparently, when I got home from work, my package was stolen. I informed easy spirit and they said that *** stated that the package was delivered and there was nothing that they could do. *** provided a picture of the delivery and it was not a picture of my house, it was a blurry black square, so there was no actual proof of delivery. No refund, no credit, no type of customer service. I have ordered from them for over ***************************************************************************************** with this matter. I am just out of $118.99 and easy spirit did not express any concern for my complaint.

  Business response

  07/02/2024

  7/2 Our customer was issued a gift card for the amount of her purchase. An email was sent ticket # is #******.

  Customer response

  07/03/2024

  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

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed order ********** Received an email from Happy Returns stating my return was approved on June 4th.It is now nearly one week and the merchant has not refunded my original payment method. I am due a full refund of: $132.52

  Business response

  06/11/2024

  Hi there,

  Our returns facility received the return on June 4th, and attempted to issue a refund, but received an error message. Our customer service team also tried to issue the refund today, and also received an error message.

  This customer placed the order using Shop Pay, and upon further investigation had filed a dispute before the return arrived. When there is an open dispute, we will not be able to successfully issue a refund. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered some shoes from Easy Spirit and never received the package. They say the package was delivered to a neighbor and I asked the neighbor only to decline that they received the package. *** says the package was delivered and closed my complaint. I need to contact them to have them reopen the claim. I am not contacting Easy Spirit and then *** after I submitted complaints with both companies.

  Business response

  05/07/2024

  5/7/24 We have contacted our customer with pictures of the delivery from *** showing package delivered, we have contacted her by email ticket # ****** which provided proof of delivery along with a picture of the delivery for order number *********** 

  Customer response

  05/07/2024

  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:

  That is not my house and I have gone to the neighbor and she denies receiving any shoes with my name on the box.  I either want another pair of shoes sent to:  ************************************************************* or a refund.

   

   

   

   

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

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

  Business response

  05/22/2024

  5/22 Customers inquiry does not identify which order she did not receive.  Our customers most recent order of ********** order date of May 9th, 2024, was refunded in the form of a gift card, which she agreed to on ticket # ******.  Gift card was sent via email on May 7th, 2024.
   

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Feb. 15 I placed an on-line order for a pair of walking shoes using a voucher from a Today Show box that was advertised on the show. I ordered a second pair of shoes that I didn't need to get free shipping (I was unaware that my "free" shoes would incur shipping charges - that was never disclosed anywhere in the process, including on the voucher that came in the box). I received the extra shoes, but the walking shoes still indicated that the item was being prepared for shipment as of Mar. 20. I emailed customer service to find out how long it would be until my shoes shipped. I was told they "were removed from the order due to going out of stock" and that I should call customer service with my Today Show code. I thought I had thrown away the voucher card when I placed the order, but I have since found it. I have tried on different days/occasions to call in. I have waited on hold for several minutes and gotten disconnected at least four times. One time someone answered but he was breaking up. He fixed the connection and I was speaking with him when he disappeared and never came back. The connection was still active. I followed up the email chain again yesterday and got a response to call customer service (again). I was able to connect with a representative today (April 12th). She basically told me that I made a mistake in Feb when placing the order and that the Today Show shoes could not be ordered with other shoes to get free shipping. She could place a re-order for the shoes, but I'd have to give a credit card to pay $9.95 for shipping!!! Again, this was never disclosed ANYWHERE and I was able in Feb to place the voucher in my cart with the other pair of shoes to get "free" shipping. I am so disgusted that I want to cancel the "free" shoes and get reimbursed fair monetary compensation for those shoes. I'm done with Easy Spirit. The rep couldn't have cared less when I said I would be filing a BBB report. There was no offer to make this right.

  Business response

  04/30/2024

  4/30 customer has 2 orders with us ********** and **********.  Both orders showed no shipping charges associated with them.  We did apply the discount on order ********** for our customer to receive the $79.00 discount.   We have notified this customer with this information by email, ticket number *******.

  Customer response

  05/05/2024

  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:

  I received an e-mail from Easy Spirit on 4/30 asking me to confirm that I was not charged shipping charges on my original order that contained the missing shoes and a new order that they placed for the missing shoes on 4/12 after I unsuccessfully talked to a customer service rep on the phone (referenced in my original complaint).  I replied to the e-mail that I had not been charged shipping on the original order only because I ordered extra shoes that I didn't need to get free shipping.  I was not charged shipping on the new order, either.  However, that order has not been fulfilled - I still do not have the missing shoes!  According to the recent e-mails, that order has now been cancelled due to inventory.  I've attached a copy of the recent e-mails, as well as the new order that was placed by customer service and the status of my orders from my account page on their website. When I look at my account on-line, it just says the April order is unfulfilled (not cancelled).  At this point, I DO NOT WANT THE MISSING SHOES any longer.  My original order was placed in mid-February.  No shoes.  They placed the new order on 4/12.  It's been over 3 weeks and the shoes haven't even shipped and now the order is apparently cancelled.  I am right back to square one where I started - NO SHOES for the voucher that I paid for in February through the Today Show.  I would like a refund in the amount of $79 to close out this complaint. I DO NOT want a store credit, as I am done with Easy Spirit.  I am really disgusted by the inconvenience they have caused me.  Thank you.

   

   

   

   

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

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

  Customer response

  05/24/2024

  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:

  Please see the attached recent e-mail exchange with Easy Spirit customer service.  I cannot get the shoes that I purchased the Today Show box to get (advertised on the show).  I do not want to purchase anything else from Easy Spirit.   I won't accept a voucher to buy something else from their website, as I will no longer spend $1 with this company after the way this experience has unfolded.  At minimum this was false advertising and mishandling of my order.   I will gladly accept a check in the mail to compensate me for the value of the missing shoes if they cannot credit my credit card (my credit card number is on file with them because I ordered another pair of shoes in February in order to get free shipping on the shoes I never received).

  Thank you.

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

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

  Business response

  05/29/2024

  5/29 We have placed the order for the item we were out of stock on when she used her voucher.  An email was sent letting the customer know.   Ticket number for the email is #******.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Easy Spirit has been delaying in rectifying that I was sent the wrong color shoe. It was their own error. Since I reported the error, I have been treated like a chess ****. Made to jump through a series of ridiculous hoops like wanting photos of the shoes before I could send them back. Also being told FALSE information by a "customer service" team, when I think that they are being honest in wanting to fix their mistake. All I get are run-arounds and apologies, but I am still being made to jump through hoops. Why am I being inconvenienced when the problem was caused by Easy Spirit? You will see in the screenshots where I am being told that I could CALL and get assistance with placing my order. Only to then be told on the phone that they can't help me because I have a credit on file. The MOST ridiculous thing--- and it contradicts what I was told IN WRITING, which you will see that in the attached document. So, I was told IN WRITING that after I place my new order (which is really an exchange since they sent me the WRONG COLOR shoes), that Easy Spirit will credit me the price adjustment. Read the words: AFTER YOU PLACE YOUR ORDER, WE WILL ADJUST THE ****** So, when I reached out to say hey, I placed the new order, then "customer service" has the gall to tell me IN WRITING, AFTER THE SHOES HAVE BEEN DELIVERED, we will adjust the price. What the heck is going on here??? Everytime I follow their instructions, I get screwed. I want my shoes and the price adjustment, and I want to be DONE WITH THESE SHYSTERS! THIS IS THE ABSOLUTE WORST SERVICE I HAVE EVER RECEIVED.

  Business response

  04/16/2024

  4/16 On April 8th we notified the customer on ticket # #****** the following information. 

  Thank you for contacting Easy Spirit regarding order number ********** and **********. 
   
  We have refunded in full order ********** on 3/18/24 as shown below.
   
  $64.81 went back to your gift card.
  $10.55 went back to your **** Card 
   
  In addition, we do show the new order ********** you placed on March 18th and have made the price adjustment of $8.11 back to your **** Card 
   
  Please allow 3 - 5 business days for the credit to appear, this will depend on your financial institution. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order placed on 2/11/2024. Rec'd email with tracking info that the package had shipped. Status has not changed for that tracking number- still says "Label Printed" and it is now 2/28/2024. **************** is useless - they can't check stock or communicate with any other part of the company they work for. Asked for cancellation - they refuse to cancel until 3/4/2024 and require me to call back yet again instead of someone just making a note to cancel it. TERRIBLE. I have been ordering online for 2 decades and Easy Spirit is the absolute worst I've dealt with. They don't know how to be an online company - they are out of their depth.

  Business response

  09/12/2024

  Hi ******,

  Hope this message finds you well. I'd like to first apologize that your feedback was not responded to sooner. We value our customers, and it's disappointing to hear that you did not feel this way when reaching out to our customer support team. Again, I'm terribly sorry about that.

  I do see you were eventually refunded for your order. I'm reaching out to extend to you, should you choose to shop with us again, a $25 online store gift card! You can reach out to us at ************** to let one of our agents know if you accept. We're available Monday-Friday, 9am- 10pm EST, and Saturdays, 10am-6pm EST.

  Thank you!

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They sent an email stating 50% off. I clicked on that link. I picked out a pair of booties. When I clicked on the boots to select size and color, that page also indicated 50% off at checkout.I did NOT receive the discount and they are refusing to refund it.Shady business tactics!!

  Business response

  12/27/2023

  12/27/2023 .   We are unable to issue a refund at this time, due to an open dispute that was filed with the financial institution of Pay Pal Express.  Once the disputed case is finalized by Pay Pal Express,  we are happy to assist our customer further. 

*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. ↩