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:03/31/2025

  Type:Customer Service 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.

  I made a purchase and the tems were lost, they ask me to wait 8 business days wich is crazy cause im not from the ***. I need the refund asap

  Business Response

  Date: 04/01/2025

  One time courtesy refunding customer. We will have to push our lost shipment claim time frame in the future per our policy with fedex.

  Depending on the credit card company, it may take 2-10 business days for your refund to post.

   Thank you for your patience.

  Customer Answer

  Date: 04/01/2025

  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:08/09/2024

  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.

  On February 17, 2024, I purchased a pair of silver ****** sneakers. In early June the soles came undone from the shoes after regular but not abnormal use. I love Sam Edelman shoes and know that this is not reflective of the brands quality. I would like to request store credit so that I can purchase a replacement. I am leaving the country in six business days to go to graduate school in ****, which is not enough time to send the shoes back as defective to receive a replacement; this is is why I would like to request store credit of $118.00. Thank you.

  Business Response

  Date: 08/09/2024

  We see that the customer did previously call in about the situation and that is
  when we advised them of our defective return policy which entails our warehouse
  having to inspect the defective item. As a one time courtesy, we can provide
  merchandise credit to the customer, but we would still need proof of purchase.
  If the customer can provide the order information or receipt for the shoes, we
  can then email an e gift card. We will reach out to the customer to ask for
  proof of purchase.

• Initial Complaint

  Date:08/01/2024

  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 purchased a pair of flats and they were reported as delivered however, I did not receive them. I reached out to Sam Edelman last week and I was told if it does not arrive by July 29 to reach out. I reached out several times since then and even placed a pick up order for the shoes, but I have not had a response from them regarding my first order. I even called their customer service number and it took over 20 minutes to speak to someone only to be told a claim will be filed. I actually have no interest in ever supporting this company again and will never shop here. I want my money back.

  Business Response

  Date: 08/01/2024

  Customer was Refunded back to the original form of payment
  
  

• Initial Complaint

  Date:05/28/2024

  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 have attempted to place an order on 3 separate occasions using my PayPal account. After placing my order each time, I get a cancellation notice a few minutes later. The reason provided is that my billing details could not be confirmed yet each time, money has been deducted from my account. I didnt realize until I logged into my banking account. How can I be sent a message saying my billing details could not be verified , yet the money has been deducted from my account?I use my PayPal for added security. I plan on placing a complaint with them also but I really think something is wrong with the purchase feature on the website.

  Business Response

  Date: 05/29/2024

  This customer placed two orders.  Order#************ and order#************ that were both declined by our authorization system.  The charges the customer is seeing are only pending authorizations that will be reversed by the customer's financial institution. 

   

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair 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.

  I bought a pair of Sam Edelman Women's ******* Slip On Loafer Flats from ************** for ***** US dollars and received the item on June 16th 2023. When the shoes arrived, I tried them on and they were alright, including the size. Then I left the country at the end of July, and one month later the shoes became really large and loose. Even shoes reducers cannot help them stay on my feet when I walk. So I haven't been wearing them for a long time. Since I was out of the US for half a year, I missed the return date of ************** and had to try to contact Sam Edelman to solve the problem. But they referred to my problem as simply a fitting problem. If there was any fitting problem in the first place, I would try to return or replace them. There is no way for my feet to shrink within three months. The only possibility is that the shoes have major quality issues that caused them to become really loose in a short time period with normal use. Since it's impossible for me to wear these shoes now, I would love a refund.

  Business Response

  Date: 02/02/2024

  Customer bought item from ************** due to it being a 3rd party store and not our web site we can only offer a egift card for $127.50. We cannot offer a cash refund due to it not being in our system.
  
  

  Customer Answer

  Date: 02/03/2024

  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

  Date:01/22/2024

  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.

  I purchaser loafers from Sam Edelman online in October.I wore these shoes once and they broke during my first wear.I reached out to support because that is ridiculous and they said I could send the broken shoes back and get a refund.I shipped the shoes back and can see they were delivered to the warehouse on 12/19/2023.Having still not received a refund for the shoes, I reached out to support again. They tell me they can't track the shipment - which is a lie because they sent me the return label that has a tracking number that I used to see proof of delivery.I sent all that information (pictures of broken shoes, tracking information, proof of delivery ) to Sam Edelman support and I never heard back.Now they have my money and the shoes, so they have essentially stolen ~$162 from me ($150 shoes + tax), and have stopped all communication.I'm really hoping you can help me receive some reimbursement. I've attached screenshots of every step I've outlined, can also share my correspondence with Sam Edelman if that helps my case.Thanks for all that you do!

  Business Response

  Date: 01/23/2024

  Received BBB Complaint ID:  ********
  
  Customers Statement of the Problem:
  I purchaser loafers from Sam Edelman online in October. I wore these shoes once and they broke during my first wear. I reached out to support because that is ridiculous and they said I could send the broken shoes back and get a refund. I shipped the shoes back and can see they were delivered to the warehouse on 12/19/2023. Having still not received a refund for the shoes, I reached out to support again. They tell me they can't track the shipment - which is a lie because they sent me the return label that has a tracking number that I used to see proof of delivery. I sent all that information (pictures of broken shoes, tracking information, proof of delivery ) to Sam Edelman support and I never heard back. Now they have my money and the shoes, so they have essentially stolen ~$162 from me ($150 shoes + tax), and have stopped all communication. I'm really hoping you can help me receive some reimbursement. I've attached screenshots of every step I've outlined, can also share my correspondence with Sam Edelman if that helps my case. Thanks for all that you do!
  
  Settlement:
  REFUND
  
  Investigation/Notes:
  
  email on 1/12/24
  
  We're sorry for any inconvenience or confusion that occurred. ********** Loafers were sent back via our Defective Return Policy. 
  
  Unfortunately, we do not have the ability to track the status of defective returns, as they are issued on the customer's behalf. Typically, after an item is received by our warehouse it can take 4-6 weeks for the return evaluation to be processed. 
  
  And email will be dispatched once they are able to determine the result. We'll have to wait for the warehouse evaluation to conclude. 
  
  customer stated shoes we're delivered to the warehouse on 12/19/2023. we are still in the time frame for defective returns 4-6 weeks 
  
  Response to BBB:
  processing refund
  Amount to refund: 
  $150.00
  Sales Order Payment Method 
  Mastercard - ***
  
  

  Customer Answer

  Date: 01/24/2024

  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:

  [Your Answer Here]

  We are in the 6th week since delivery, so they have until Tuesday the 30th to refund my shoes and still 'technically' be in their egregiously long SLA. Please don't close this complaint until that date. I also still push back on the idea that they can't track returns, they sent me a return label with tracking information. If I can use that to monitor where the shoes are, why can't they?

   

   

   

   

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

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

  Customer Answer

  Date: 01/31/2024

  Yes, I was refunded for this purchase. Thank you for all that you do, don't think I would have seen this money without you all!

  Customer Answer

  Date: 01/31/2024

  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

  Date:10/26/2023

  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.

  Subject: Complaint against Sam Edelman - Case # Merchant ID: ************- Incident #************* Dear Better Business Bureau,I am writing to formally complain about my recent experience with Sam Edelman (Merchant ID: *************. On July 9th, I purchased a pair of Palma Kitten Heel Mules for $98.95. Unfortunately, after wearing them only three times, the left heel detached, rendering the shoes unwearable. I initiated a return for this defective product on August 28, 2023, incurring a $21.07 shipping fee.Following the return, I contacted Sam Edelman's customer service on September 8th, 2023, seeking a refund for both the product and the shipping fee, as previously assured. Regrettably, I have not received the promised refund, and despite my efforts to seek clarification and resolution, my concerns have been met with silence.On October 17, 2023, I reached out to Sam Edelman once again for an update, but I have not received a response. The extended delay in resolving this matter is deeply frustrating and leaves me out of pocket.I believe that Sam Edelman should uphold their commitment to customer satisfaction. I kindly request your assistance in expediting a resolution to this matter, ensuring that Sam Edelman fulfills their promise to refund both the defective product and the shipping fee.This experience has left me deeply disappointed, not only due to the product quality but also because of the poor customer service and the prolonged delay in resolving the issue. I hope that my complaint can draw attention to these concerns and lead to a satisfactory resolution.Thank you for your attention to this matter, and I look forward to your intervention in achieving a resolution with Sam Edelman.

  Business Response

  Date: 10/26/2023

  This customer was mailed a refund check in the amount of $118.95.  As of 10/26/2023 an email was sent to the customer advising them this is still within the timeframe to receive a check, which is
  3-6 weeks.  We do have to ask you to wait until 11/8/2023 to receive the check in the mail and if it's not received, please reach out to us so that we may investigate further.

   

  Customer Answer

  Date: 10/31/2023

  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

  Date:08/14/2023

  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.

  Beware: Sam Edelman's "Bay Slide Sandal" ************************ Order #: ************ My recent experience with Sam Edelman's "Bay Slide Sandal" has been nothing short of a disaster. I purchased these sandals in May 2023 for my dream vacation to *****, ******, hoping for comfort and style. However, within 2 days of wearing them, my feet were in agony, covered in blisters. I had to switch to other footwear, including resort sandals, just to get through.This ordeal was especially frustrating since I was proposed to during this vacation, but the pain from the "Bay Slide Sandal" overshadowed that special moment. Upon my return, I reached out to customer support & left a negative review on their site. They advised me to return the sandals, which I did, hoping for a reasonable solution.On their product page for the same sandals, numerous photos show torn and ripped shoes posted by other frustrated customers. The company's initial response to my complaint was inadequate, offering store credit at half the value I paid. I pushed for a full refund, but they claimed damage to the shoe, despite the poor quality being evident, akin to a ******* product.This issue goes beyond a single purchase. Sam Edelman's customer service practices are harming their reputation. They fail to understand the significance of customer lifetime value and the impact of negative experiences. Adding to the frustration, they've sent unsolicited spam catalogs to my address, a breach of privacy that I'm committed to addressing.I've filed a credit card dispute, as dealing directly with SE has been disappointing. This was meant to be a stress-free engagement trip, but their "Bay Slide Sandal" left me in pain and with lasting disappointment. I urge others to think twice before considering a purchase from Sam Edelman. A combination of poor product quality and subpar customer service can quickly turn a positive experience into a nightmare, and no customer deserves to go through what I have.

  Business Response

  Date: 08/14/2023

  The customer did reach out to us via email about the issue with her sandals. We received them near the end of July and once the sandals were inspected they were not deemed as defective. Normally we do not process refunds on worn shoes if they are not deemed defective, and the shoes causing blisters are not considered a defect. However, we will refund the customer back to their original form of payment as a one time courtesy. 

  Customer Answer

  Date: 08/23/2023

  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:07/10/2023

  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.

  i made a purchase, for a pair of heels, they never arrived, i contacted them and they told me there was nothing they could do, then they showed up, clearly went through it via whatever shipper they used, i contacted them because what i needed them for had since passed, i reached out to them 5 times, ZERO replies to me, zero return label, NOTHING. I wanted these to arrive on time, they didn't, now i want a return label and someone to reply, this company is a joke.

  Business Response

  Date: 07/10/2023

  The customer initially reached out to us on 6/15/2023 about not receiving their order at all, also past the shipping timeframe. We escalated to our Lost Shipment Team, who found a previous lost shipment claim from this customer with one of our other brands, Famous Footwear. We denied the new lost shipment claim on 6/17/2023 based on the previous claim and informed the customer via email. Customer then responded on 6/19/2023 about the denied claim and we advised the following day that it was due to the previous lost shipment claim with Famous Footwear. Since then we have not received any further contact from this customer with the contact information provided. We have sent the customer a prepaid return label to the provided email for a courtesy outside timeframe return to our warehouse in unworn condition for a refund when it is received.

  Customer Answer

  Date: 07/12/2023

  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:

  i sent back the shoes, still no refund.

   

   

   

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

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

  Business Response

  Date: 07/29/2023

  Customer has been refunded to the original form of payment by the ***

  Customer Answer

  Date: 08/10/2023

  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:03/21/2023

  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 bought a pair of shoes from Sam Edelman onnOct 9, 2022 (online). They were described as being made of leather, which is why I bought them. They were fine until about 2 weeks ago when I noticed they were starting to split at the seam. I took them to be repaired and was told that they are made of synthetic material, NOT real leather. I brought these concerns to the Sam Edelman customer service representative online (****), who told me to return the defective product. If they decide it is defective, they will refund the money. The concern about false advertising was not addressed. I have asked for a refund and for them to address the false advertising twice, with no response.

  Business Response

  Date: 03/21/2023

  Refunding back to the original form of payment