ComplaintsforSAS Factory Shoe Store

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On Cyber Monday, November 29, 2022 I purchased two pairs of shoes from SAS Shoes in San Antonio, *****, order # ********. One of the pairs of shoes, "Sporty Lace Up Sneaker", was on sale for 50% off so I bought a pair in white with pink accents. When the shoes arrived I found that the sneaker wasn't a sneaker, it's a walking shoe, and it wasn't white, it was off white. The shoes cost $87 (a lot of money for the wrong shoes) so I decided to return them. I filled in the returns form on the company website to start a return. When I submitted the form it said I'd get a return shipping label in a few days. Within a few days, I hadn't received the return shipping label so I submitted the return form a second time (assuming there was some glitch). That's when I got an email from SAS informing me that I couldn't return the sneakers because they were part of their Cyber Monday sale and not returnable. I checked my email confirmation and shipping notice (PDFs attached) and nowhere does it say the sneakers are final sale. The customer service rep that responded to me said 'final sale' was posted on the website that day but I don't remember that at all. Then the customer service rep responded that they can swap out the shoes for another size but they will not refund my money. I don't need another size, the shoes fit fine. They just aren't what I thought I was buying based on the website photos and description. I think this business has been very deceptive in their practices. There was no mention of final sale in any of the receipts from my purchase, and the shoes I got don't match the color or description on the website. The business has refused to accept a return and refund my money. That's why I am filing a claim with the BBB.

  Business response

  02/02/2023

  Dear BBB, 

  Thank you for bringing this complaint to our attention. We have been in contact with the customer directly and have arranged for her to return the shoes to exchange them for a different style. We consider this matter resolved at this time. 

  Best, 

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

  SAS **************** Manager

  Customer response

  02/03/2023

  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.

  PLEASE NOTE:  The business received the shoes back on 20 Jan **************************************** so I can buy another pair of shoes. It's been 10 business days since I confirmed their warehouse received the shoes back through the ***** tracking number. When I asked about the delay earlier, they said the warehouse has to receipt in the shoes but they would contact me when that's done. That was two weeks ago and no contact since then.

  I am hopeful that SAS will honor the resolution we agreed to but I want to be clear they have not yet done so. 

  
  Regards,
  
  *********************************************

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  BBB,I have been a long-term client of SAS shoes HQ in San Antonio. Then, I bought a pair where the heel just fell apart.It was obviously not a retailer problem but a manufacturing defect. The SAS retailer said call SAS *********** in San Antonio.I called and they said send a photo. I did and they said yes it looked like a manufacturing problem. However, they wanted me, the client with the problem they caused, to find a shipper, ship them the shoes w/o giving me a receipt (all at my expense) and ***** them the sole right to determine what compensation if any to give **** said I do not have a shipper and wanted a receipt before I shipped a $250 pair of shoes. I also asked them if they took the position they had no responsibility for the heel falling apart, who else would be the suspect? They said it would be me and they would not pay for the shipper, the freight nor return the shoes.I'm writing the BBB because SAS appears to be practicing behavior designed to avoid making good on valid customer complaints.Is the next step for ******************** to contact them?Thank You!************************* ************ *************************

*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. ↩