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:07/05/2024

  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.

  25 April, '24 I purchased two pair of shoes for my wife. At home my wife put the shoes on to walk around the house. When she tried them on in the store she was wearing hose, at home she wore socks. The shoes were too tight.We returned the shoes within specified time. Understanding that she would take a replacement. She tried on a number of different shoes. None were her right size. The cashier lady said they would not refund the money as per their policy. In an attempt to accommodate the store I tried on two different style of shoes. They did not have my size, and do not stock half-sizes. I asked when they would be getting shoes that would fit my wife; the cashier couldn't tell me if or when they would get her size in.I understand the policy of replace not refund, however since they cannot replace now, or say when they might have my wife's size in, I expect to get a refund. The cashier was adamant that the policy denies any refund. I do not want to buy junk from a store, and if they cannot supply suitable shoes which fit my wife, I want my money back. A replacement policy can only be valid if there is replacement product the same as which has been sold.

  Business Response

  Date: 13/05/2024

  Dear ******,
  
  We would like to address all points of your complaint:
  
  1. We are a local independent business with no refund policy. We have had this policy in place since January 2019. The policy is clearly stated on our sign at the cash register, on our purchase receipts and individually explained to our customers at the time of their purchase.
  2. We dont carry junk shoes, on the contrary, we offer our customers high quality trendy ********************** from *****, ********, *****, ******, etc. European manufacturers make their shoes in full sizes (36, 37, 38, etc.) and medium width only. With the fashionable footwear we carry, we cant accommodate hard to fit customers or customers with foot issues.
  3. We bring our stock for each season in very early. We received the most of our Spring/Summer 2024 shoes in February and March. We have been selling them since then, so we might not have all sizes in all styles and colors available any more. We will get new stock for Fall/Winter 2024 in August and September.
  4. Our sales associates are helping our customers choosing their new **********************, but at the end the customer is the only person who can decide if they like the shoe and if its comfortable for them. Our customers have all the time they need to try the shoes they like, walk around the store and even try them barefoot if thats their choice. We dont force our customers to make their purchases.
  
  If you think you and your wife cant find anything that would fit you in our store, we will make an exception and refund you your money. Please visit our store to process the refund.
  
  Best regards,
  
  *************************
  Owner
  Check Mate Shoes (1986)Ltd.
  CHECK MATE SHOES &SHOE MUSE
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  T: ************