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Business Profile

Retail Shoes

Easy Spirit

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Easy Spirit's headquarters and its corporate-owned locations. To view all corporate locations, see

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Easy Spirit has 14 locations, listed below.

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    Customer Complaints Summary

    • 58 total complaints in the last 3 years.
    • 14 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/16/2023

      Type:Product Issues
      Status:
      Answered
      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 (riptide) and returned as the sizing was no good. I ordered two more pairs of shoes immediately after this and was hoping the credit from the riptide shoes return would cover the cost of the two replacement pairs I ordered but it did not work out that way. I got charged for the last two pairs of shoes and got a credit issued for the riptide shoes. I DO NOT want credit as I do not need more shoes. I wanted the credit issued back to my original form of payment. This company said they cannot do this, but I have an email saying as a one time complimentary that they will refund the money back but that never happened. Well now they are telling me I have no credit and if I do I will have to take a gift card!!! PLEASE HEAR THIS - I WILL NEVER DO BUSINESS WITH EASY SPIRIT AGAIN!! HOW DARE THEY DICTATE WHEN, WHERE AND HOW MY MONEY WILL BE DISTRIBUTED. I WILL ALSO BE TELLING PEOPLE TO BE AWARE OF THIS NASTY PRACTICE. THEY SHOULD TELL PEOPLE THIS UPFRONT...I CERTAINLY HOPE I GET MY MONEY BACK, THEY OWE ME AROUND $75-$80. Would appreciate if you could help me with this matter.

      Customer Answer

      Date: 06/10/2023

      At this time, I have been contacted directly by Easy Spirit regarding complaint ID ********, however my complaint has NOT been resolved because:

      [They still just want to offer me credit instead of a refund.  I am not happy with this, but i have accepted it and will never do business with them again.  Your Answer Here]

       

       

       

       

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

      Sincerely,

      *******************************

    • Initial Complaint

      Date:04/27/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Order # ********** $204.45 Order #********** $96.76 Everything that could possible happen with these orders has. I have pictures of the ********** with nothing in it because there was several holes in the boxes. Looked terrible and nothing was in it.Order ********** it was canceled, lady told me I canceled in times. I have no package and no money. What are guys trying to pull. I am trying to be nice, but am getting no where.Attached I have included pictures of the box.

      Customer Answer

      Date: 05/22/2023

      At this time, I have been contacted directly by Easy Spirit regarding complaint ID ********, however my complaint has NOT been resolved because:

      They still owe me money for the items not being received because they used a box that had a gushing hole in it.

       

       

       

       

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

      Sincerely,

      *************************

      Business Response

      Date: 05/23/2023

      Hi *****,

      We're so sorry you had issues with your multiple orders. Our records show order ********** was refunded in full on April 29th, in the amount of $96.76.

      On order ES-******* since you opened a dispute with your bank, unfortunately we cannot issue a refund until your bank responds. Everything is frozen until your bank responds.

      Sincerely,

      The Easy Spirit Team

       

       

       

    • Initial Complaint

      Date:04/19/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 did a shoe size exchange in late January or early February of 2023. Easy Spirit charged me again, so now I've paid double for one pair of shoes. Original order date was 12/18/2022 Order Number ********** Second charge for the shoes was on my discover card on February 8, 2023 for $64.44.

    • Initial Complaint

      Date:03/13/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Online order number ********** Epic Cold Weather Booties, black suede Purchased 3 pair booties in needed size and width These were ordered from Easy Spirit online. I have purchased many Easy Spirit shoes over the years. The fit has always been great. I had purchased Easy Spirit boots almost exactly the same as the ones in question from anther seller. They fit great. I loved them. Hence I wanted to get a pair for my Mom and sister as well as another pair for myself. The boots ordered directly from Easy Spirit fit too tight, though we ordered our usual size and width. When I went to return the items, the 'return item' box was greyed out, indicating that it was too late to return them. I'm wondering if this was an error. The return policy states that items can be returned 21 days from the date received. I received the boots on Jan 5, 2023 per the *** tracking number: ******************. I attempted to return the items on Jan 26, 2023.I called customer service to attempt to remedy the situation. The recording stated that there was a problem with returns and that they would honor all returns. It stated that due to increased call volume, that one could tap a prompt number and leave a voicemail specifically for returns. I did this 4 times on 4 different dates. I clearly left my name, order number, short description, email (repeated slowly to ensure accuracy) and added my phone number. I have been watching my email diligently and have not seen a response, nor received one by phone. I have since called the customer service number twice, waiting 21 minutes each time without anyone answering. I would simply like to return my items for a refund or would find a store credit very acceptable as well. I love Easy Spirit brand shoes, boots and sandals. Thank you

      Business Response

      Date: 03/28/2023

      Hi ****,

      The reason return wasn't showing as an option for you is because the items you bought were technically final sale. As a one time courtesy our team will accept your return for store credit. Be on the lookout for a return label being sent to your email on file. Ticket # ****** should you need it.

      Thank you,

      The Easy Spirit Team 

      Customer Answer

      Date: 03/29/2023

      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 assistance of the Better Business Bureau was appreciated as I was not receiving a reply from Easy Spirit nor was I able to speak with or contact anyone directly to obtain the needed information regarding returning my product. I am very pleased with the reply received from Easy Spirit. I love their shoes and am grateful to receive a store credit. Thank you Easy Spirit. 


      Sincerely,

      *********************



       


    • Initial Complaint

      Date:03/06/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Order number **********. Received my order 12/10/22. Was very happy with them.Wore them 4 x on short dog walks.Noticed yesterday a 1 inch split along upper side seam revealing cotton underneath.This is not due to me damaging the item. The material simply came away from stitching as in a weakness in manufacturing.Item is out of stock in my size and width across your site. I feel it's ridiculous that the shoes didn't even last for 4) 20 min dog walks. Have pics. Based on cost and wear time, I paid about 50 cents a minute before they failed.Also easy spirit contact number says it's closed even though in the next moment the recording states open hours that I am calling within. Contact us section on website gives area and contact info section but no send message or submit box only a box to make your own form. Outrageous that in this day and age easy spirit still expects people to snail mail for assistance

      Customer Answer

      Date: 03/30/2023

      At this time, I have been contacted directly by Easy Spirit regarding complaint ID ********, however my complaint has NOT been resolved because:

      [Your Answer Here]

       Hi ******. Thank you for trying to address this situation.  I've added a piece of duct tape to cover the exposed cotton along the torn seam. I am planning to wear them for dog walks thru the winter season and then toss them once I find a suitable replacement. I've already wasted so much time on this situation and I feel it is ridiculous that easy spirit expects me, after all this, to package, go into town to return the torn boots and wait another couple of weeks to in turn, have the piece of **** boots still end up costing me $16.90. Outrageous. 

       

       

       Hi again ******, looked across the easy spirit website for a suitable replacement in my size and there are none. No 12 ********* traction style water resistant boots  anywhere. Like I said in the previous response, I've added a piece of duct tape to block the cotton tear, and I have no choice but to continue to wear the damaged boots for dog walks through the winter season. Normal walking shoes lack the traction for wet or icy conditions. Since there are no 12 ww on the website, it's not like I can substitute anything for what I have.  So, if my choice is going through the ****** of going into town, returning the damaged shoes that I have sent pictures of, so that you guys can in turn throw them away, and give me a refund resulting in me not being able to take my dogs on their daily walk for the remainder of the winter OR wearing torn up shoes, but my dogs are happy and I'm not gonna slip and fall. There really is no choice. Ideally for me you would issue a refund without return or store credit I can use at the beginning of next fall. Attached pic of dogs.

       

       

       

       

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

      Sincerely,

      *****************

      Customer Answer

      Date: 05/05/2023

      Better Business Bureau:
      I returned defective boots.  Easy spirit finally issued 2 refunds that combined added up to my initial purchase amount for the defective shoes. There had been some issue between normal return amount that consumer pays restocking fee and eats shipping cost vs defective item return with entire purchase price including shipping and tax refunded. 
      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

      Date:02/21/2023

      Type:Product Issues
      Status:
      Answered
      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 five pairs of shoes on 1/6 (#**********) and received them on 1/16/23. One of the pairs, "Sol Casual Booties", has a chunk of suede missing. I have attempted to exchange them by email and phone with no response. I sent an email on 1/28/23 to the address provided by the company to initiate returns. I left a phone message on 2/2/23 to the number provided by the company and included all requested information for an exchange. I have had no response.There is a recorded message that states that returns are backed up and taking longer to process than normal, reassuring customers that their returns will be processed. It doesn't make sense that the company isn't slow to accept my money and send shipments as well. The email link provided in my order confirmation for returns is an inactive link. I had to go to the website to email them. It was also difficult to call and leave a message. The first several times I called I got a disconnected or wrong number sound, but eventually I was able to connect and leave a voice message.I want an exchange for the same pair of shoes or a refund. I paid $27.99 plus tax for the *** Booties. I will initiate a chargeback through my credit card company if the company does not resolve this.

      Business Response

      Date: 02/28/2023

      Hi *******

      We're sorry you had an issue with your order. Our **************** team went ahead and emailed you the return label, ticket #****** should you need it. Unfortunately we are completely sold out of this item so we've issued you a full refund which you should see reflected to your account in 3-5 business days, depending on your financial institution. 

      We value you as a customer and look forward to providing you excellent service in the future.

      Sincerely,

      The Easy Spirit Team

    • Initial Complaint

      Date:02/09/2023

      Type:Product Issues
      Status:
      Resolved
      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 Jan 2, 2023 i order online #** ******* shoes style #********-Z10 Esabide blk.They do not fit and I went online to return & website said not returnable. This was on Feb 4.I had not had the shoes 30 days.website state that returns after 30 days are not returnable and then when you go to the return tab, it states 21 days.i have reached out to the company via email and phone calls & no one has responded. i have been a long time customer, but they are not working with the customer.i need help.

      Customer Answer

      Date: 02/16/2023

      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

      Date:02/09/2023

      Type:Delivery Issues
      Status:
      Answered
      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 3 pair of shoes from Easy Spirit on Sunday.I added $22 for expedited delivery because I needed the shoes before I leave for vacation on Saturday.Since Sunday I have not heard anything from Easy Spirit so I called their customer service line.I spoke to many different representatives and they are all reading me the same excuse and that is that it takes another 2 to 3 days for them to process the order.When you add on the expedited shipping it says nothing about a 2- 3 day processing time.So my order would never get to me in time.I asked for a manager.No manager.I asked for the phone number for their corporate offices.They dont have a number for that either.They told me they will write me a ticket and it will be given to customer support.Who knows when that will be.However the real clincher is I went online and I saw a contact number for the Easy Spirit corporate offices.After you write your complaint they switch you over to something called Just Answer and for $5 they will research your problem.I never heard of such a thing.Clearly they do not care about the customer and they are only interested in taking money from you.Oh and I asked for them to cancel my order because the shoes will not be here in time and she tells me you can only cancel an order within an hour of when you placed the order.I never heard of such policies.People should know about this and from the look of things they do have a long list of complaints.I would be most appreciative if you could work this out for me.Thank you,**************************P.S. I will have someone upload documents because I dont know how to do that!

      Business Response

      Date: 02/09/2023

      Hi,

       

      Our records show that this order was delivered in correct time. Order date was 2/5/23 at 7:19 pm, which would be processed the next day 2/6. Order was delivered Wed 2/8 at 5:09 PM.

       

      As a reminder for future orders, our shipping policy states orders placed after 12PM EST will be processed the following day, and to allow 2-3 days processing time, not including weekends. 

       

      This policy is clearly stated on our website - 

      ***************************************************************************

       

      Sincerely,

      The Easy Spirit Team

    • Initial Complaint

      Date:02/07/2023

      Type:Product Issues
      Status:
      Answered
      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 two pairs of boots on 1/21/23 (Order # is **********). One pair was too small and the other I didn't like. I tried calling a number of times but kept getting a recording. I even completed a request for a return shipping label but to no avail. I am completely dissatisfied with their customer service and wish to resolve for a refund. I would appreciate your assistance in this matter.

      Business Response

      Date: 02/08/2023

      Hi ****,

      We're sorry you had an issue with your order. Our team went ahead and emailed you the return label. Your ticket # is ****** should you need it.

      We appreciate your patience as we work through some technical issues on our website.

      Sincerely,

      The Easy Spirit Team 

    • Initial Complaint

      Date:01/31/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 online order with Easy Spirit on 1/21/23. Received an email confirmation indicating I would be notified when the order shipped. Did not get an email notification the order shipped, however the item arrived via *** ** *** *** ** **** **** on 1/26/23. The shoe didnt fit correctly so I went to their website to generate a return. The order #********** shows that it hasnt shipped yet so I'm unable to generate the return. Called their customer line several times and after 30 minutes of being on hold I hung up. The order was paid for through my Paypal account which was charged $52.00 the day the order was placed on 1/21/23. I want to send the shoes back and get my money back. Photos of email confirmation attached. Note this order is Free Returns eligible.

      Business Response

      Date: 02/01/2023

      Hi *********,

      We appreciate your patience while we work to fix this issue. Our team sent you a return label on 2/1, ticket # ******.

      We value you as a customer and look forward to providing you excellent service in the future.

      Sincerely,

      The Easy Spirit Team 

      Customer Answer

      Date: 02/01/2023

      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,

      *********************************



       

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