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Business Profile

Online Retailer

Heels N Spurs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:01/03/2023

    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 pants and a shirt, online, for my daughter and had the package shipped to her. The pants were a poor fit but she liked the shirt. I then ordered a sweater to be shipped to my daughter. This, too, was a poor fit. In line with Heels and Spurs return policy, my daughter shipped the pants and sweater back to Heels and Spurs within 10 days of their delivery. Yet no refund has been made to my card. I have emailed Heels and Spurs and they have not responded. I have called the number listed on their website and left two voice mails with no return call and no refund on my debit card. I would like a refund if the two items we have returned to their store. Currently, Heels and Spurs has the items and my money.

    Business Response

    Date: 01/05/2023

    We are so sorry for this happening. We are a small business and strive to ship orders daily. We are known to ship quickly to customers. We have our return policy on our website for customers to review. It is easily found and states clearly the policy. We give the customer ************************************* our hands so that other customers who would like the product can purchase. The packaging department did not accept the package returned due to it being past the 10 day return policy. The package was returned to the sender and we do not have the products in our hands. The customer went all over social media making very disrespectful comments and it was quite embarrassing. After the comments continuing, we did make the decision to block her so our loyal customers didnt have to see such ugly comments. We are unable to refund anything, since the package was returned to sender and we do not have her products, she does. We will accept the products back, at the customers expense, in order to resolve this matter. Since all products have been on 45% discount end of the year sale, the customer will receive the sale price as the refund. 

    Customer Answer

    Date: 01/06/2023

    Complaint: 18661376

    I am rejecting this response because:
    We did receive the returned package. The label clearly states the return date which is within the companys return policy.  In addition to that, my order was completed through Instagram which does not state the return policy which is only stated in the companys website.  In conjunction, my comments on Instagram was only to notify any potential customers of this return policy, which as I stated earlier is not available on Instagram.  I would like to return the two items as they do not fit and receive a refund.
    Regards,

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

Heels N Spurs is NOT a BBB Accredited Business.

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