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:12/11/2024

  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.

  On November 29, 2024, my daughter and I placed an order for a pair of boots for her (******** ******) with my credit card. For some reason, this business first charged a certain amount, then refunded it, then charged a few dollars more. That is not the issue. The issue is that the boots have never arrived, have NEVER even been shipped, even though the website states that it can take 3-7 business days (which has come and passed). It is impossible to reach anyone by the phone number that is provided on the website - what you get is either a busy signal or some random music, and subsequently to be told by a robot that no one is available to take the call and leave a number and email. Of course you should not expect to receive a reply, because there is no reply. At this point, I want to cancel the order and I want to recover the monies spent because I am not willing to ever purchase from this company again.

  Business Response

  Date: 12/11/2024

  Hello ******,

   

  We went ahead and cancelled your order. Please understand that during the holidays, especially Black Friday, the shipping companies will be delayed. We know we have 3-7 days and yesterday was the 7th day, but we are trying very diligently to get as many orders out daily as possible and are not ignoring our customers. As a small business, we pride ourselves in working hard to be on time, but holidays do set us back a day or two, and we understand that most individuals out there are very much used to big business immediacy that ****** has created. We hope you have a great holiday season.

  The YRU Team

• Initial Complaint

  Date:12/11/2024

  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.

  I ordered the ***** WEB - BLACKOUT boots on December 2, 2024. It is now December 11, 2024 and I've received no shipping updates and my package hasn't even been processed yet. It's been 9 days since I've placed my order. I'm just wondering what the heck is going on? I emailed YRU a couple days ago, but I haven't received a response yet.

  Business Response

  Date: 12/11/2024

  Hello Lily,

  Thanks for the message. If you look at our shipping policy, it takes anywhere from 5-7 business days, which makes today the 6th day, so we are on time with your order. We did post and email our customers that the holidays do create delays, as many companies have posted this as well, as the shipping carriers can only take so many packages a day, but we have made arrangements to have double pickups in order to stay on time. We will work diligently to get out your package. As a small business, we pride ourselves on fulfilling our shipping on time, as we understand many individuals are used to the immediacy set forth by ******, but we thank you for your business and patience with us.

  The YRU Team

• Initial Complaint

  Date:12/10/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 three pairs of shoes from this place and have yet to receive them. Customer service will not respond to me after several attempts to email them and no one answers the phone when I attempt to call. I have even attempted to reach out to them on their social media sites. They created a label for my order, but it has not been shipped out. I even tried contacting them through Google reviews, and I noticed that everyone on the reviews reports the same issue. This is the second time this has happened with me myself when I attempt to order from them. At least the last time their customer service actually responded to me, but this time I can’t even get a response.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 shoes November 12. I received my order on the 27th and upon opening it, I did not receive the right item that I ordered. I contacted the company as soon as possible but it was because it was after 5 o’clock, Nobody answered so I sent them an email letting them know I received the wrong item and I just wanted the right one sent to me and send the other one back. It is now been over two weeks since I’ve reached out to them originally along with follow up emails and calling their customer service multiple times and they have not gotten back to me at all about anything. I just want a refund for the shoes that I bought and I want to get rid of these ones that I received.

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair 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 my order on November 29th 2024 it is now December 6 2024 and I have not received anything about my item being shipped or anything and it does not take this long to ship an item. And I am very displeased and would like my item shipped ASAP.

• Initial Complaint

  Date:11/08/2024

  Type:Delivery 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 my shoe order on September 4th( 1 pair of shoes, and a YRU x Monster High mystery box that was specified as three pairs of shoes from the First and Second collections ONLY from the Monster High collaboration). While at first I waited 8 business days before hearing any news on shipping, the YRU customer service department resolved the issue by sending me a shipping tracking number shortly after my request was made on September 16th. On September 25th when I received my order, I opened the shipment and found the correct one pair of shoes I had ordered, alongside the 3 pairs of shoes from the mystery box. When I had ordered the Monster High Mystery Box there were clear statements on the website that I would only get shoes in the mystery box from the first and second collections only. All 3 Mystery Box pairs were from the 3rd collection of Monster High Shoes. I immediately sent a new customer service request to their listed email explaining that while they had sent me a Monster High Mystery Box, I had specifically spent my $150 on a box that contains the collections one and two shoes that i was seeking, and instead was sent a completely wrong order of only collection 3 shoes. I immediately got an automated email saying they were reviewing my request. I made another customer service request on September 28th. While the Monster High mystery box clearly says that there are no refunds, I requested someone to please help with my order since while there are no returns, I simply was sent the wrong shoes to begin with. Today is November 8th, and I have not heard anything yet from YRU concerning my order. I sincerely hope that this is just a misunderstanding from YRU. I am looking to either return the mystery box I received in exchange for the correct order, or just receive a refund for the mystery box.

  Business Response

  Date: 11/16/2024

  Hello *******,

  We truly apologize for that. We are working on bettering our customer service. We will absolutely make sure you receive the correct shoes that were specified in the collections. Look for a new order today.

  Again, we apologize for that.

  The YRU Team

  Customer Answer

  Date: 11/17/2024

  
  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:10/13/2024

  Type:Delivery 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 on 9/25 and despite receiving a shipping confirmation email on 10/2, the package did not leave their warehouse until 10/10, and this was only because I sent a message asking for an update since the *** tracking number provided indicated that *** was not in possession of the package. Then, it appears that *** lost the package so I opened a claim with them. I tried messaging YRU customer service to let them know that my package is lost, but am getting no replies. I want to get what I ordered without having to send repeated messages asking if the package has actually left their warehouse OR get my money back.

  Business Response

  Date: 10/14/2024

  Hello *******,

   

  We apologize for the lack of communication. We are working on bettering our customer service. We see that *** did receive the package and then two days later there was an investigation opened? We are following this, and please email us with their conclusion. We will resend the shoes or provide a refund. Let us know which you prefer. 

  The YRU Team

• Initial Complaint

  Date:08/26/2024

  Type:Order 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 ordered both the Boogie Boots in Black and the Krypt Nee Chee - Black in white, both in a size 5, on August 10th, 2024. My shoes were scheduled to ship out on August 15th and arrive on the 21st. It is now almost a week after the expected delivery date, and I still do not have my boots with zero updates. When I noticed initially in the beginning that multiple days had gone by after the label was created without any update that it was dropped off, I tried on numerous occasions to send emails, calls, and social media to get an idea of where my package was/an update and yet not a single response was received. None of my shoes are preorders, either. Also, the shipping provider in charge of delivering my package claims that it has never been received despite the label being printed. After reading numerous reviews to see if anyone else had a similar problem, I began to see many people reporting the same thing, some extending to months beyond. I'm starting to think this site is a scam and am requesting that either my order get fulfilled or I receive a refund.

  Business Response

  Date: 10/04/2024

  Hi Stephanie,

  We understand there can be delays and we wish we could email every single customer, but there are so many going out each day that it’s almost impossible, so our apologies on the delay. We also apologize for the non communication. Somebody should have responded to you.

  We see that your shoes were delivered via UPS on the 30th, three days after you sent this. The extreme heat and wildfires surrounding our warehouse set a 5 day delay on pickups, so again, we apologize for the delay on the delivery. 
  
  We hope you enjoy your two shoes you ordered. 
  

  The YRU Team

• Initial Complaint

  Date:08/22/2024

  Type:Delivery 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.

  Ordered a pair of shoes from YRU, they are past the listed shipping time, and are not responding through their customer service email

  Business Response

  Date: 08/22/2024

  Hello ****,

  Thanks for your message. These are presale shoes that had an August delivery. They just arrived and we are sending them out, on time.

  Thanks,

  The YRU Team

• Initial Complaint

  Date:08/06/2024

  Type:Delivery 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.

  In my order, I had a mystery box containing 3 pairs of shoes and an individual pair separate from the mystery box. When my package arrived, two weeks late, it only contained the three shoes from the mystery box without the individual pair even though it said they were shipping in the same box. I have reached out numerous times to customer service over my concerns and have been ignored each time. I would really appreciate the shoes to be sent to my house soon.

  Business Response

  Date: 08/07/2024

  Hi *******,

   

  We are so sorry the Ghoul was not in the box. Our only guess is that the way Ghoulia can move in and out of the hallways, the shoe could have done the same with the box, or it was a human error. Regardless, we will send that out right away today. We apologize for the delay. 
  

  The YRU Team

  Customer Answer

  Date: 08/07/2024

   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.