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:05/28/2024

  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.

  item was never shipped, no response from seller.

  Business Response

  Date: 05/29/2024

  Hello ********,

   

  We apologize for the delay. We now have your order here at the warehouse and it will be shipping out today. Look for the tracking number to show some movement beginning this afternoon, West Coast time. We will personally hand it to the shipper. The delay was in the Glo shoe, but the purse and the shoe are packed and ready to go. Thanks for your patience. 

  The YRU Team

  Customer Answer

  Date: 06/05/2024

   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. It did take much longer than expected and i would expect shipping to be refunded and/or to have been able to contact customer service at some point but that seems non existent at Yru. it took 25 days for my shoes to get to me, not 5-7.

• Initial Complaint

  Date:05/21/2024

  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 had ordered a pair of platform boots. Then realized the size is too big. Sent them back to exchange for a different size. I've sent multiple emails over and over and over again. Sent messages on social media. Call phone numbers. NO CONTACT AT ALL WHAT SO EVER. I'm not sure if I'm getting the size I need or not. It's absurd that there is no contact at all about this matter. It's far beyond ridiculous. It's not hard to give an answer to someone at all. Better YET HIRE MORE PEOPLE!!!!!!!! I just want my platform boots

  Business Response

  Date: 05/21/2024

  Hi ********,

   

  We apologize for this. We have sent out the exchange shoes today. We want to apologize for the miscommunication. Just to let you know, when you email us more than once, it pushes the other emails below and other emails go above it. We try to respond to everyone, so we are sorry we missed your multiple emails in the 24 hour period. We would love to hire more people, helping the economy, but as a small business, we are strung to so many resources available to continue providing the quality shoes we make. We hope you enjoy your new size, and we hope to better our system in the future. 

  The YRU Team

  Customer Answer

  Date: 05/23/2024

   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:05/16/2024

  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 ordered 7 pairs of shoes on 04/23/24 for $266.45, order #****** and anothee order on may 4,2024 for the amount of ****** for 4 pairs of shoes; none of which are a pre-order. YRU states that handling time is 5-7 business days, however it has been over 13 business days since the order was placed. I expected the 11 pairs that were not pre-order to ship by now. I've attempted to contact the company through via email, messenger, and social media platform ********* comments) but have not received a response.

  Business Response

  Date: 05/21/2024

  Hello *********,

  We so apologize for the delay. We have been behind on shipping, and that is on us. We see your first order was delivered on Saturday. We just shipped out your second order today, and you should have received the tracking number. We strive to do better in our communication and our shipping timeframe, as we are backed up, but don't give up on us and we will catch up. You have incredible taste in shoes!

  The YRU Team

  Customer Answer

  Date: 05/29/2024

   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:04/29/2024

  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.

  Placed order for shoes on the 12th of April and downloaded the shop app to track. No updates given via the app only states order placed. Contacted YRU via email and voicemail looking for update after a week and a half. No follow up given so called in their business hours 2 times to be told no agents were available. Just want my shoes :(. Pretty bad experience

  Business Response

  Date: 04/30/2024

  Hello,

  We apologize for the delay. The Ghouls that you ordered were a presale item with the notice that reads "THE ***** IS A PRESALE ITEM *** WILL SHIP IN MID TO LATE APRIL." ***** COVID, the Port system continues to play catch up. These are expected in three days and we will ship them the same day they arrive. We cannot wait till you receive them, as they are an incredible shoe!

  *****rely, 

  The YRU Team

  Customer Answer

  Date: 05/01/2024

   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.

  I am slightly disappointed the lack of possible communication and hope to receive my shoes soon as it has yet to ship as it was stated to in april

  I am hesitant to order in the future 

• Initial Complaint

  Date:04/03/2024

  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 ordered two pairs of shoes/boots from this company YRU. BOTH pairs I recieved were the incorrect pairs. I have sent over 10+ emails to them with no response. And I've tried reaching out to their social media pages - still no response. And then I called their customer service numbers DURING BUSINESS HOURS and it always says there is no customer service reps available at this time. But it has said that every time I've called. I'm starting to think they don't even have a customer service! I really want a refund or the shoes/boots I actually ordered. I even sent proof and told them I'd be more than happy to send BACK the pairs I recieved that were wrong. But I have not gotten ANY response from this company and it's been over a week at this point and I'm out of a lot of money due to this. I highly suggest the BBB looks onto YRU and their customer service practices. Thanks!

  Business Response

  Date: 04/09/2024

  Hello ******,

   

  We apologize for our lack of response. Our customer service team has responded to you and is taking care of this now, but again, we apologize for the delay. They are currently overwhelmed but catching up. We want to remind our customers that once you place an email ticket with customer service, that they will get back to you, but if you open another one, it pushes the original back, so sometimes multiple tickets push your original one back even further. We hope to fulfill your order correctly on the shoes you purchased. 

  The YRU Team

• Initial Complaint

  Date:03/01/2024

  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 Feb 9th and it is now March 1st and I have yet to receive my order. My order was not a pre order and has gone in and out of stock over the last month. I got a notice that my order was ready to ship on Feb 15th but *** has yet to receive the package. I've reached out to the contact us email on Feb 27 and have not received an email back. It really frustrating due to the fact that the shoes are so expensive and I haven't received them or even an email to tell me what is going on. I would just like my money back or my shoes.

  Business Response

  Date: 03/07/2024

  Hello *******,

  We truly apologize for that delay. There is no excuse for our lack of reply. We had a delay in our delivery of this style to us. We have shipped this out, and we see this was delivered at 7:06 on March 6th. 

  Sincerely, 

  The YRU Team

• Initial Complaint

  Date:02/19/2024

  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 pre-ordered three pairs of shoes from YRU's first Monster High collection - the Fright, the Howler, and the Vamp - on July 13, 2023. Order #******. Only the Fright has arrived. I first emailed customer service on August 10, 2023 and on the 16th was told that the other two pairs would be shipped "when the Vamps arrive." On August 24, I was told "The Vamps just arrived yesterday afternoon so we will be getting those out today and tomorrow." I still had not received either pair so on January 24, 2024 I reached back out to customer service via email stating that and at this point would just like my money for those two pairs refunded. Two days later they responded "We are so sorry about this mistake, We will be sending out the rest of your order!" However, I have yet to receive any tracking number or update of any kind. I don't want the shoes anymore, I just want my money back for those two pairs. To date, I have not received them nor any kind of shipping information. A refund is the only acceptable resolution to this ridiculous issue.

  Business Response

  Date: 04/03/2024

  Hello,

   

  We apologize for this. This is our mistake as we thought we shipped them all. We will refund you immediately. 

  The YRU Team

• Initial Complaint

  Date:02/17/2024

  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 ordered two pairs of shoes on. 2/6/2024 the Dune Green ******** boot size 12 and Hustler Slides size 13 and received notice that they would be delivered 2/16/2024. They were not delivered as the carrier never received them. I have reached out to them via email and have left voicemails to try and discuss this with someone to no avail and am beyond flustered. I Would just like the products i ordered asap since i was expecting them yesterday and was very much disappointed.

  Business Response

  Date: 02/23/2024

  Hello *******,

  We apologize for that delay. We have been having difficulties with *** picking up our entire shipments. We prepare your order in anticipation that *** will be picking all of our items up, and yet they have been in some delay. We see your order is to deliver today by 7pm. We also apologize for the lack of response form our customer service team. We will strive to get better in all these categories. 

  The YRU Team

• Initial Complaint

  Date:02/13/2024

  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 ordered 3 pairs of shoes on January 25th for $381.69, order #******. One pair was a pre-order, the other two were not. YRU states that handling time is 5-7 business days, however it has been 13 business days since the order was placed. I expected the two pairs that were not pre-order to ship by now. I've attempted to contact the company but have not received a response.

  Business Response

  Date: 02/13/2024

  Hello ******,

  We truly apologize for that delay. Usually when there are more than two shoes in the order, and the preorder shoe is close to being shipped, we wait to send them all. However, you are correct and we will send out the two that were not presale. Look for a tracking number in your email tomorrow when we open up. 

  The YRU Team

  Customer Answer

  Date: 02/17/2024

   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:02/07/2024

  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.

  Attempting to reach out to customer service and have only received automated responses. I typed an address wrong and I now desire to cancel my order in full for a refund.

  Business Response

  Date: 02/08/2024

  Hello ***,

   

  We looked into this and saw that you emailed **************** on Wednesday at 12:28 and then again on the same day at 5:18. On our website, we state this for our customers:

  **************** agents are available
  MONDAY - FRIDAY, 8am-3pm weekly
  
   (please allow ***** hours for an agent to respond to your open ticket). 

  It has not yet been 24 hours, so rest assured your ticket will be responded to. 

  Thanks so much,

  The YRU Team