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Business Profile

Online Retailer

YRU

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 62 total complaints in the last 3 years.
  • 33 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:06/17/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 three pairs of shoes on March 20th, 2025, and have now been waiting nearly three months for them to arrive. I understand that they were part of a presale, but its frustrating to see that the same shoes are now listed as low in stock and currently on saleyet I still havent received my original order. As mentioned in a previous complaint, customer support has not been very responsive, which adds to the frustration. I feel like Ive wasted both time and money at this point, especially since Ive had great experiences with your company in the past, where my orders arrived within 12 weeks.

    Business Response

    Date: 06/18/2025

    We apologize for the delay in our preorder. Tariffs have pushed many of our deliveries back. As for the communication, there is no excuse and we apologize for that. Its our policy to ship all items together with presale but we will send the available ones now and will also offer a partial refund for the delay. 

    Again, our apologies. We try to do better every time.

    The YRU Team

    Customer Answer

    Date: 06/18/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ****** ****

     

  • Initial Complaint

    Date:05/18/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 been waiting for my order for two months! (April 8) I have emailed and called multiple times and nobody has gotten back to me! I needed these shoes for a event and I was told at least 2 weeks tops.

    Business Response

    Date: 05/18/2025

    Hello,

    We apologize for the misunderstanding. We see you have a presale as one of the shoes purchased. We ship the entirety of the order when the preorders arrive. If you prefer us to send the two shoes before the presale arrives, please let us know. 

    The YRU Team

    Customer Answer

    Date: 05/18/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

  • Initial Complaint

    Date:05/07/2025

    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.
    11/6/24 - Order snow boots from YRU Shoes for granddaughter for Christmas 12/14/24 - I put in a claim with AARP ******* credit card for not receiving order 12/21/24 - Order was received 12/21/24 I returned snow boots to YRU Shoes since it was close to Christmas and I bought from another store. They have not refunded me the $113.40. I have called them multiple times and emailed and I've only been able to reach them twice by phone.1/25 - The first time I I was able to reach someone by phone was early January 2025 and I spoke to *** at YRU Shoes who said they received my return and it could take up to 70 days to refund me. She said the holdup was due to **** ******** credit card had a hold on it. ************* confirmed there is no such thing. I have called them twice about this.1/25 - I called AARP Barclays credit card and told them I received the order 1/26/25 - AARP ******** credit card put the charge back on my account.2/14/25 - I called YRU Shoes again and *** said she would have the accounting department look into why I have not received my refund and would get back to me. I have called several times since and they do not answer the phone.

    Business Response

    Date: 05/15/2025

    Hi ******,

    We are so sorry this has taken this long with no answers. This is entirely on us and not your fault. We took care of the refund just now. Our apologies.

    The YRU Team

  • Initial Complaint

    Date:04/03/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 emailed them many times without responses, and when I got my shoes (which said were standard sizing) they were WAY too big on me

    Business Response

    Date: 04/03/2025

    Hello ********,

    We apologize for the lack of communication. We will reach out to you today and take care of the exchange for you. Thanks for shopping with us!

    The YRU Team

    Customer Answer

    Date: 04/03/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

  • Initial Complaint

    Date:02/11/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 the rawr xd high top converse on Dec 28th 2024 ,it is now feb 11th 2025 ,and the last email I received about a week ago said my order would be shipped within the next week ,which should been last week and I still dont have any type of tracking number or any type of update on what I ordered . I would like what I bought and would like to know what's going on with my order . please help thank you.

  • Initial Complaint

    Date:02/05/2025

    Type:Product Issues
    Status:
    Unanswered
    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 platform boots from YRU using the shop app on Feb. 2, and went through the whole process with the information I needed. When I paid and got the order receipt both the size of the boots and the shipping address has changed. This part isn't my issue, though. I have made several attempts to contact customer service in the time since, including 7 calls and an email, to try and resolve the above issue. I have not heard a single word back from their customer service.

  • Initial Complaint

    Date:01/23/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 my order January 4 On the 14th I received an email saying that it had shipped out and was on its way By the 20th, I began to regularly, check the tracking number and noticed that *** still claim that they are not in possession of the package Even today on the 23rd, it still says *** has not received the package.I attempted to reach out to customer service a couple times through the same email thread and have gotten zero response I understand larger packages can take a longer time to ship and it can be a bit slower. Im just disappointed. The tracking number is notworking, and the customer service does not seem to be willing to work with me on finding where my package is.Additionally, I have also attempted to reach out to ***, but they have stated they do not have the package and there isnt anything that they can do to help **** would like to attempt to find a solution between myself and the business before making a claim with ***

    Business Response

    Date: 01/23/2025

    Hello *******,

    We apologize for the confusion. You will see movement on the tracking number once it is shipped. On the Mystery Box page, it states 14 business days excluding holidays for shipping. Mystery boxes take a bit longer due to size and what *** can take in a day with all of our other shipments. We will get yours out very soon. Thanks for your patience.

    The YRU Team

    Customer Answer

    Date: 01/23/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

  • Initial Complaint

    Date:01/14/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Order #141915
    Confirmed December 8
    Expected December 21
    UPS 1Z7WA8850394383568
    Tracking shows never received.
    Numerous emails are unanswered.
    I want my order.

  • Initial Complaint

    Date:12/31/2024

    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 was given the okay by customer service to return a pair of shoes for store credit. They recieved these shoes over a month ago and I haven't recieved any further information. I have repeatedly contacted the business and they have replied off-and-on, usually blatantly ignoring my messages. When they do reply, they have no detailed information about my specific case. The holidays are busy, but they've had these shoes for well over a month, I doubt they're sitting in a pile somewhere. They've definitely been processed already and I want my store credit at the very least. I've bought from this company for years, and at this point I don't want anything more to do with them. Quite frankly, at this point, I'd like them to cover the shipping cost for sending the shoes back, but since I can't even get what I was told I would, I doubt that'll happen.

    Business Response

    Date: 12/31/2024

    Hello,

     

    We truly apologize for that. Apparently since it was a gift, there was confusion on the order number from our end, however, that is no excuse. We will issue the store credit as well as something extra for shipping and our delay. Our apologies.

    The YRU Team

  • Initial Complaint

    Date:12/16/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 the Detention Hello Kitty-White/Red/Blue shoes size 8 online and never received a confirmation email about my order but the money was taken out of my bank account. I sent in a ticket to check on the status of the order as I found it odd that I did not receive an email from them. I have not heard back from anyone after waiting about a week. I tried calling today to 909-590-0700 & 909-552-8668 only to keep getting disconnected. When I did get through finally I was on hold with hold music for a while to then receive a message that no one was available to take my call and to leave a message. I purchased this item in time for it to be delivered prior to Christmas and am now worried it will not arrive. I am beyond overwhelmed that I did not receive a order number. Please help

YRU is NOT a BBB Accredited Business.

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