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:01/13/2023

  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.

  My order was sent to an address I moved from a year ago. I have had orders before this from this company sent to my new address.

  Business Response

  Date: 01/27/2023

  Customer placed an order with ****************** and used PayPal as the payment method. Per the PayPal user agreement, the customer confirmed the shipping address within the PayPal platform when completing the payment. This is the same address where the order was delivered. The customer can verify this information by viewing the transaction history in their PayPal account.
  
  PayPal requires both buyer and seller to accept the user agreement before PayPal can be the payment method. Per the PayPal user agreement, the seller ******************** is required to ship to the confirmed shipping address the customer provided PayPal during the payment process. Shipping to any other location would put Shoebacca in violation of the PayPal user agreement.
  
  ****************** has provided a copy of the PayPal transaction details with the confirmed shipping address along with the tracking information which verifies the order was delivered to the address provided during the payment process. A copy of the PayPal user agreement is also attached and verifies the statements above.
  See Attachment/File: Aroca - PayPal Transaction

• Initial Complaint

  Date:12/12/2022

  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 purchased an Item from Amazon unfortunately when I printed the return label it was for the wrong company Shoebacca. I have a tracking number #****************************** which I verified and was told package was received in their warehouse August 21st. I contacted them Sept 2nd explained the situation they opened a case #******* and was told package was returned to sender. I never received the item back. Spoke to five different employees, they all say the same thing need to verify with warehouse and would get back to me. I am still waiting, I have also sent a few emails. Nothing is resolved. I need my Item back or a refund for them losing it. I am tired of getting the run around.

  Business Response

  Date: 12/14/2022

  This complaint is not regarding a Shoebacca order. This individual mistakenly mailed a product to Shoebacca. Shoebacca is unable to issue refunds for products not sold by Shoebacca. Any item received in our warehouse which is not a Shoebacca product is immediately mailed to the return address as indicated on the shipment label at the time we received the erroneous shipment. Shoebacca is not liable for items shipped to Shoebacca in error. We are not in possession of this individual's product nor any funds associated with said product.

  Customer Answer

  Date: 12/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand that it was my mistake to begin with. However the company signed for the product and stated it was returned, I have never received the item and they can't track it. How is that acceptable. You state that the company in not liable for items mailed in error, what about just being honest and returning a product that does not belong to you. It just seems to me that someone took my Item and you will not accept responsibility. I wish you could be trusted as a merchant, I am sure that this is not the first time, this has happened. The company I mailed their Item to with the wrong label sent it back to me and I was able to return it to them. Why is it so hard for them to do the same. To say I am thoroughly disappointed by their response is an understatement. I may be a just a small consumer, but trust in a company is what is expected. Maybe my next step will have to be a letter to the owners of the company. They may not care about such small details but I am sure they care about the integrity of their company.

• Initial Complaint

  Date:12/06/2022

  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 placed an order through Ebay for shoes from Shoebacca. I cancelled this order just a few hours later and checked to see if it had been shipped. It had not and sat for days without any response from the seller. I refused the package upon arrival with USPS. Per USPS this package was returned to the seller. I can't get the seller to respond nor Ebay to step in. Tracking is provided on the Ebay website as well.

  Business Response

  Date: 02/17/2023

  Consumer Response /* (2000, 5, 2022/12/07) */ Thank you but after sharing I'd contacted you, they've finally refunded me. Thank you so much for caring to help all who need help.

• Initial Complaint

  Date:08/27/2022

  Type:Service or Repair 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 Ordered a Pair of Snow boots from Shoebacca on 8-19 -2022 and I Called them to Cancel this Order on 8-20-2022 I Spoke to a Rep She replied that I will be getting my Refund back Within 3 to 5 business days. I have not received any emails back from shoebacca about my Refund now it 8- 27-22. I Would like to get back my Refund.

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/08/31) */ 8/19/22 - Order Placed 8/20/22 - Order Cancelled at Customer Request 8/22/22 - Refund Submitted via Payment Processor for refund to original form of payment. Error 2015 Transaction Not Allowed. "The customer's bank is declining the transaction for unspecified reasons, possibly due to an issue with the card itself. They will need to contact their bank" 8/25/22 - 2nd Refund Attempt Submitted via Payment Processor for refund to original form of payment. Error 2015 Transaction Not Allowed. "The customer's bank is declining the transaction for unspecified reasons, possibly due to an issue with the card itself. They will need to contact their bank" 8/29/22 - Final Refund Attempt Submitted via Payment Processor for refund to original form of payment. Error 2015 Transaction Not Allowed. "The customer's bank is declining the transaction for unspecified reasons, possibly due to an issue with the card itself. They will need to contact their bank" 8/30/22 - Electronic Refund Failure prompted refund to be directed to a paper check. Paper Check was issued. 8/31/22 - Refund check was mailed to the customer. Tracking for the refund check has been provided.

• Initial Complaint

  Date:08/18/2022

  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.

  date of transaction July 22, 2022 amount of sale $58.01 Company name: Shoebacca order Number XXXXXXXXXX Womens Black Woven Sandals size 9.5 Didnt not fit Sent back on July 27, 2022 From Pack Ship and Mailboxes in Jackson, WI Carrier: UPS Shoebacca received the returned on August 1, 2022 I have made several calls to them about my refund. Always tell me that it takes 5-7 business days As of August 18, 2022 I HAVE NOT RECEIVED MY REFUND OF $58.01. I just want my refund that is it. I am getting the run around by the customer service.

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 7, 2022/09/09) */ Customer has received the refund. Proof of refund is attached.

• Initial Complaint

  Date:08/11/2022

  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 purchased boots from this company through walmart last fall. I contacted them in April 2022 and asked about their return policy. They said I was eligible as long as they were not worn and in the original box. They were and shoebacca sent me a return label. I sent the boots back and received an email in early May stating they had received them. They said they had sent my refund to my walmart account. I waited 30 days and several calls to walmart. Walmart told me they never got the refund. So in mid June I called shoebacca. They said they would mail me a check and that it would take up to 30 days. No check came. I called again and was told another check would be issued and it could be 2 weeks. No check came again. I called shoebacca and got a supervisor named *****. She said she would escalate my situation to upper management and call me back. No call back. I called again on August 9th and git a different supervisor who told me he couldn't help me and a manager would call me. No call again and now they won't respond to my emails either. They owe me over $80.00. They took my boots back and never refunded me. They can't do that. I need the money.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 7, 2022/08/31) */ This individual purchased product from Walmart which is a 3rd party. The individual did not purchase product directly from Shoebacca nor was payment made directly to Shoebacca. The individual paid Walmart for product so no financial information was provided to Shoebacca. Walmart Terms and Conditions are the prevailing authority for purchases made on Walmart.com and in WALMART Stores. The purchase was made with Walmart, so this is a Walmart customer and not a Shoebacca.com customer. Since payment was not made directly to Shoebacca, Shoebacca is limited by Walmart Terms and Conditions. A copy of those terms and conditions has been provided. A copy of Walmart's return policy has also been provided. 10/4/2021 - Purchase was made on Walmart.com 5/3/2022 - Individual requested Shoebacca return policy. Policy was provided. 5/3/2022 - Individual indicated they were unable to locate return information on the website. Shoebacca requested the individual's order number in order to further assist. Individual provided a Walmart.com order number. A return label was emailed to the individual. 5/10/22 - Individual contacted Shoebacca asking for confirmation of return receipt and Walmart refund. 5/10/22 - Shoebacca contacted Walmart requesting Walmart refund the customer. 5/13/22 - Individual contacted Shoebacca stating they still had not been refunded. Shoebacca advised individual the refund request had been submitted to Walmart and to allow 5-7 business days. Individual was also advised Walmart does not share payment information and further inquiries should be directed to Walmart. 5/22/22 - Individual advised Shoebacca the refund had not been received. Shoebacca again advised the individual the refund had been submitted to Walmart on 5/10/22. 5/23/22 - Individual advised a refund had not been received and requested additional assistance. Shoebacca advised individual an investigation would be conducted. 6/2/22 - Individual contacted Shoebacca regarding the refund in question. Individual stated Walmart refused to assist her. Individual was advised the investigation from 5/23 revealed "Walmart says that order cannot be found. Usually this means the order is too old to be marked as refunded". While Shoebacca was not the payment owner of the transaction, Shoebacca offered to issue a paper check for the amount the customer was requesting from Walmart as a courtesy. Contacting a Walmart customer directly (direct mailing a check) for purposes other than order fulfillment could violate the Walmart Seller Terms & Conditions. The issuance of a check first had to be reviewed by senior management and legal to avoid negatively impacting the relationship between Shoebacca and Walmart. This caused a delay in the check issuance. 8/10/22 - Approval was received by all necessary parties (Walmart Terms and Conditions remained intact) to contact the customer directly (via mail) for a reason outside of order fulfillment. 8/11/22 - A paper check was issued and mailed to the individual. 8/16/22 - The check cleared the issuing bank confirming the individual received the check. While Shoebacca empathizes with the individual regarding their refund issues, all avenues of assistance were explored within the Walmart Seller Terms and Conditions. Consumer Response /* (3000, 9, 2022/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Shoebacca states they only sent one check in August. That is not true. I was told in July a check was coming. It never did. After 2 attempts over 4 mths I finally got a check.

• Initial Complaint

  Date:06/12/2022

  Type:Billing 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 ordered ASICS women's size 7.5 Hypergel Kenzen running shoes but received a pair of size 8 Cole Haan sandals instead. Customer service at Shoebacca will only allow a partial refund when I send the sandals back because they take out the shipping fee even though they admitted they messed up. They will not send the shoes I paid for instead of the refund either. I want a full refund when I send the wrong merchandise back. I shouldn't pay for their mistake.

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/06/14) */ Customer placed order on the evening of 6/1/2022. Order was shipped the next business day on 6/2/2022. On 6/11/2022 at 6:18pm customer informed company via email the incorrect item was received. 6/12/2022 company responded to customer's email inquiry apologizing for the error, provided return instructions for the incorrect item, and advised a full refund would be issued upon return of the incorrect item. A pre-paid return label was provided along with instructions on how to receive the correct item. On 6/12/2022 @ 3:13:52pm customer informed company via email she did not want a refund, requested a new shipment, and advised the incorrect item would be returned. 6 minutes later the company responded to customer with accommodation for new shipment, offered assistance for the return and again confirmed a full refund would be issued. At no time was the customer advised only a partial refund would be issued as indicated in the complaint. A transcript of the interaction is attached. The customer's complaint indicates the customer is requesting a billing adjustment. As of this time, the customer is still in possession of the item delivered from the order placed on 6/1/2022 so no refund has been issued. Tracking of the return label provided to the customer confirms the carrier has not taken possession of the package. As of the time of this response, the customer has not followed the instructions for a new shipment so no other shipments have shipped. A copy of the pre-paid return label which was provided to the customer is attached. Once the customer returns the item which was shipped on 6/2/2022, the company will issue a full refund to the customer. Consumer Response /* (3000, 7, 2022/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) See attached from Shoebacca's website where the total expected return value is $29.45 but I paid $35.95. If they aren't subtracting for shipping then what is this for? I want confirmation that I will be refunded $35.95 before I send anything back.