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:08/03/2024

  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.

  On July 28th, I purchased shoes from YRU on Instagram shops with a BOGO sale one their shoes. I was told my shoes would arrive on July 5th. Fast forward to July 14th, and I still had not received any tracking updates (all the information I had was that the shipping label had been created) I noticed that one of the pairs of shoes I had ordered was sold out in my size. I was worried, and filed a complaint with Instagram that my order has not arrived. Without any communication, my order updated the next day and arrived on July 19th. However, I only received one pair of shoes. On my receipt, the ones that were now sold out in my size were circled and marked "refunded" This was the pair of shoes that I had actually paid for on my order and they have refunded me nothing. In the past two weeks, I have tried contacting the company numerous times by email, followup emails, and phone calls (no one ever answered the phone so I left a couple voicemails). I have also tried messaging directly on ****************** and commenting on a post about the shoes.I have tried to request a refund/return with Instagram but was denied without a reason or response from YRU. (Instagram said that the company would email me a response and I have never received one.) All of the Instagram support I have tried recommends contacting the company, which I have tried many times before. I wanted to file a claim with Instagram, but since I previously made a claim with my missing order I cannot make another. The payment was made with a debit card and I cannot file a charge back. I am extremely disappointed in this company that I have loved before, and I am at my wits end trying to contact them. Update since beginning a few days ago- I got a reply on Instagram asking my order number on 08/01. I responded and have not heard back. I filled another return complaint and it has been 3 days- Instagram said that YRU would respond in within 2. I was contacted on ******** 08/02, haven't heard back.

  Business Response

  Date: 08/04/2024

  *********,

  Words cannot express how sorry we are about all of this. Our customer service should have gotten back to you sooner. We truly apologize for that and we will work harder on making sure our team does better. 

  We wish we could do more with this order, but unfortunately, the ****************** ordering system does not allow the Shopify system to do customized refunds. We don't know why this is the way it is, and we are going to actively try to contact them to change this system, as it is not fair to customers when things like this happen. 

  The only return they allowed us to make was for shipping, so we did that right away for you. We also sent you a gift card for $175 so that possibly you can get some items that could replace these that were to arrive. It's the least we can do. 

  We hope this helps even just a little. 

  The YRU Team

  Customer Answer

  Date: 08/08/2024

   I am rejecting this response because:
  Thank you so much for the efforts and response! This is such a relief to be able to once again love this brand and the shoes that they make.I

  am only rejecting this response because I have not received the mentioned gift card that was "sent" to me yet. I have waited as long as I can to respond without closing the complaint. It was not specified where the card would be coming to, so I have been checking emails and the physical.

  Because of the nature of the complaint, I am a bit weary of the communication I may not receive if I close the complaint and then inquire the company separately.

  Once I know where to expect the card/ receive it I will happily accept the efforts of YRU.

  Business Response

  Date: 08/13/2024

  Hi *********,

   

  We understand. We looked again and we sent it to your email that same day we replied. We just sent it again now, so maybe look in spam? Sometimes it does that to no fault of yours or ours. Hopefully you find it.

  The YRU Team

  Customer Answer

  Date: 08/18/2024

   Better Business Bureau:
  

  Thank you so much! I have received everything.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:07/28/2024

  Type:Sales and Advertising 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 had ordered a mystery box of shoes on June 26, 2024. It was scheduled to ship out July 3, and arrive the 10th. It never arrived, and *** says they never even received it to ship it out. Ive tried emailing YRU three times now to see if there was any update. *** also tried calling, and nothing. No answers or anything.

  Business Response

  Date: 08/04/2024

  Hello ***,

   

  We truly apologize for that. We have refunded you the full amount. 

  The YRU Team

• Initial Complaint

  Date:07/27/2024

  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.

  After lodging a complaint for my 6/26 order that still hasnt shipped a month later. YRU took mild action and is back to ignoring me. I really need these shoes by the 3rd of August at the absolute latest and it feels like it wont happen even though I ORDERED WAY IN ADVANCE. The offer they gave was nice and definitely something Id love to do- but their immediate cut of communication makes me feel that it was just fake to get me off their backs

  Business Response

  Date: 08/01/2024

  Hello *****,

  We apologize for the communication. We went ahead and refunded you. We are working on fixing the immediacy of our communication and we apologize about the error of the size we had.

  The YRU Team

  Customer Answer

  Date: 08/01/2024

   I am rejecting this response because:
  
  I waited two months for my shoes to be shipped and I was refunded without any communication. I still wanted my shoes and would have rejected the refund. 

  Business Response

  Date: 08/07/2024

  We understand that you wanted the shoes, but with the miscommunication, we are not able to fulfill the sizes needed for the mystery box. This is why we refunded you. They should have contacted you about this.

  The YRU Team

• Initial Complaint

  Date:07/25/2024

  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 purchased a pair of Moxie shoes in red, size 11 which are now sold out, for my partner on June 22nd, 2024. The business said they were shipped on July 2nd, only for the tracking to not updated past the shipping label being created. I have sent multiple emails and filed a complaint with Shopify in attempts to get answers on where the package is. They have not responded to any of them. It has been so long since the shipping label was created that the tracking number no longer works. My partner even reached out to DHL to get answers on whether or not the package was in their possession, they do not have it and told them to contact the merchant. The complete lack of communication is absolutely unacceptable and unprofessional. It has been over a month since the order was placed with absolutely no updates or responses from this company. Either ship the shoes out or give me a refund.

  Business Response

  Date: 07/26/2024

  Hello ****,

   

  We truly apologize for the lack of communication and the delay on this delivery. We hope this did not get lost, but we have refunded you completely regardless. If this package does somehow get found, and you receive them, go ahead and keep those as our apology due to this package being lost. 

  Sincerely

  The YRU Team

  Customer Answer

  Date: 07/26/2024

   Better Business Bureau:
  

  I have received the refund to my credit card and consider the matter resolved. 

  I urge the company to try to do a better job of monitoring the support email address, replying to requests as they come in and communicating with their customers so this issue can be avoided in the future. I still do not know what caused the package to not be shipped out in the first place. If it is a logistics issue that caused the package to get lost, I hope the company will take steps to improve their processes so this does not happen.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:07/16/2024

  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.

  Two days past the business day time period and it still says label created and there waiting for the package, please help me understand this.I am continuously reaching out and nobody is answering me.am I ever going to get my shoes and get them in good condition?

  Business Response

  Date: 07/17/2024

  Saige,

  We truly apologize for this delay and for not answering you. Our shipping timeframe is 5-7 business days, excluding holidays, and we are on day 7, so your shoes should have gone out two days ago. We will make sure this leaves today. Again, we truly apologize for that.

  The YRU Team

• Initial Complaint

  Date:07/12/2024

  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 two orders in March for pre-order items that were to be shipped in June. I reached out a couple of times in June after no update was given and I never received a response or my shoes. So today which is July 12th I sent a email stating I was fed up and that I want a refund. Instead of issuing a refund as I requested or even responding, I receive a janky email that one of my orders has shipped, how ironic.

  Business Response

  Date: 07/12/2024

  Hello,

  Thanks for the message. It is quite ironic that the day you sent the email is the same day the shoes arrived. We do not try to fool people with our orders or shipment. Once our presales arrive, we send them out the same day, as we know our customers waited for some time. We also put on our website the following when you purchase a presale item " 'insert the shoe you purchased' is a PRESALE item. It is expected to ship in 'insert timeframe for product'. Please note that this estimated time frame is subject to change without notice." While we understand that Amazon has conditioned many for such immediacy, please note that we put much time and love into our products as the small business we are, and that we work towards getting you quality products as quick as the ports let us. We understand how you might see our communication as janky, but please note that we work hard to try to communicate as quicly as possible. 

  Enjoy your Blizz's! They are everything. 

   

  The YRU Team

  Customer Answer

  Date: 07/18/2024

   I am rejecting this email because:

  Despite our communication via email and phone call with *****, they shipped my order anyway instead of sending me a refund as requested. 

  
  

  Business Response

  Date: 08/13/2024

  Hi *******,

  We see the shoes were delivered as we sent out your shoes the same day you messaged us. If youd like a full refund we will gladly provide that so long as you let us know to send a return label for the shoes since they were already delivered to you, as your bank will recognize with the proof of delivery by the delivery partner. We understand you wanted a refund but we sent the shoes that same day, but we can honor a refund when we receive the shoes, and the chargeback will recognize this as well.

   

  The YRU Team

  Customer Answer

  Date: 08/14/2024

   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.

• Initial Complaint

  Date:07/12/2024

  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.

  Nobody is replying to me related to my package and its still not out for delivery!

  Business Response

  Date: 07/12/2024

  Hello,

   

  Looks like you made a purchase on July 3rd. Our shipping timeframe is 5-7 business days, excluding holidays. The next day was a holiday, so it looks like your shoes will be shipping out between yesterday and Monday. It looks like your label has been made, so your shoes are on time. 

  Enjoy,

   

  The YRU Team

• Initial Complaint

  Date:06/26/2024

  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 recently purchased three items from this company during their big sale. When my items were delivered I only received one item in a box marked 1 of 1 and was only provided with one tracking number so no other packages. My packing slip inside clearly shows the three items I purchased which Ive tried to reach out to their customer support which I have received no response.

  Business Response

  Date: 07/02/2024

  Hi *********,

   

  We truly apologize for this error. Upon looking at your shipment, the measurements and weight reflect there were supposed to be three shoes that were shipped. We apologize that only one was sent. We will email you and make sure you get your other two shoes and figure out how this happened. 

  Sincerely, 

  The YRU Team

  Customer Answer

  Date: 07/09/2024

   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. 

• Initial Complaint

  Date:06/18/2024

  Type:Customer Service 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 have repeatedly tried reaching out to this company many times and this isn't my first time having an issue I'm just trying to get the correct pair of shoes I ordered I've reached out via ******** email and now here below are attached images of such things yet still no response

  Business Response

  Date: 07/26/2024

  Hello,

  
  

  We apologize for that inconvenience. We understand that the item has been shipped and that customer service has responded. Please accept our apologies as we are trying to reconfigure our system.

  
  

  The YRU Team

  Customer Answer

  Date: 07/26/2024

   I am rejecting this response because this doesn't excuse the late response nor shipping delays that occurred over a month ago
  
  

  Business Response

  Date: 07/26/2024

  Hello,

   

  We agree with you that there is no excuse for the late response and delays. We definitely own up to that and we apologize for it. We are working towards improving our systems daily, and as a small business, we appreciate your feedback. 

  The YRU Team

  Customer Answer

  Date: 07/29/2024

   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.

• Initial Complaint

  Date:06/08/2024

  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.

  I placed my order April 24th, it was expected may 3rd. It's June 7th and they have yet to give the package to **** they've only created a label. For around 10 days now I've been trying to get a refund for my purchase but they refuse to reply to my emails. I'd just like a refund as I never received the products I paid for

  Business Response

  Date: 06/08/2024

  Hello *******,

   

  We apologize for that. We have refunded you right away. We must have skipped your order and that is unacceptable. We hope to do better in the future. 

  The YRU Team

  Customer Answer

  Date: 06/10/2024

   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. Company was very easy to work with.