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:02/07/2024

  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.

  On 01/12024 I placed an order for two pairs of pants from YRU in two different designs, both size large. One pattern was more expensive than the other. On 01/23/2024 I received the package and realized they had given me two pairs of the cheaper pants in different colors, not the more expensive pattern I ordered. On the same day, 01/23/2024 I reached out to customer service with ample explanation and evidence of the missing part of my order. I did not receive a response. I sent another email to their customer service asking for a response on 01/26/2024. I did not receive a response. I sent another email to their customer service asking them to please confirm they could resolve this on 01/30/2024, a week after sending my initial request. I did not receive a response. I sent another request to their customer service today, 02/07/2024. I plan to reach out in another week and if this also does not receive a response I am considering reaching out to my credit card company as I haven't heard anything at all about my missing items. I would like the missing items delivered as soon as possible.

  Business Response

  Date: 02/08/2024

  Hello *********,

   

  We truly apologize for our lack of response to you within the timeframe. We also apologize for the error on sending you the black pair instead of the Dragon pair. We have rectified this and sent out the correct pair. We emailed you the tracking number for the new pair that is leaving today. We have been behind on our customer service responses, but we are catching up as quickly as possible; again, that is no excuse for us not getting back to you in a timely manner or sending out the incorrect pair. We appreciate you reaching out and bringing this to our attention. We hope to see you on our site again and we strive to better our service in all areas. 

   

  Sincerely,

  The YRU Team

  Customer Answer

  Date: 02/12/2024

   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:02/01/2024

  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.

  Hi I bought the monster high mystery box (3 pairs of shoes for $200) on jan 19, ****.. I have yet to get an update, and can't get ahold of anyone to make sure my order is being shipped to me. The order # is ******

  Business Response

  Date: 02/01/2024

  Hello,

   

  We apologize nobody has responded to you. We are currently shipping out the Mystery Boxes. The Monster High Mystery Boxes have taken longer than usual, due to the amazing styles. You will be getting a tracking number in your email soon. 

   

  The YRU Team

  Customer Answer

  Date: 02/05/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and today I got an email saying my order is being sipped out...I am satisfied hearing back from someone :) I was more worried that my order got lost or something lol. Very excited to get my order :) 

• Initial Complaint

  Date:02/01/2024

  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 recently ordered three pairs of shoes from YRU, specifically on December 24th. It is now February 1st, and I have yet to hear any updates from the store regarding the status of my order. After 2 weeks I sent an email to the customer support line, and have received no response. At this point I am concerned because I've never had issues like this buying from them. I put in an additional support email two days ago and am awaiting a response.

  Business Response

  Date: 02/01/2024

  Hello *******,

   

  We truly apologize for the lack of response on this order. There is no excuse for us not responding to you sooner. Apparently there was an inventory error and the slipper and the Krypt Web was not available. We sent out the Chill Bat shoe just now, and we refunded you for the entire order, including shipping. We truly apologize for this error and we hope to see you again soon. 

  The YRU Team

  Customer Answer

  Date: 02/01/2024

   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.

• Initial Complaint

  Date:01/23/2024

  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 *rdered the jack * lantern detenti*n b**ts in a 5 *n accident. I sent an exchange request. It was appr*ved *n Jan 7 2023 and supp*sedly yru shipped my exchange f*r a size 9 *n the 12th. Its n*w the 23rd and the package is sh*wing that it still hasnt been received by ***** f*r shipment.

  Business Response

  Date: 01/23/2024

  Hello,

   

  We truly apologize for this delay. There was a shipping glitch on the shipping program and therefore, the order was not available. We reshipped the shoes with a new carrier. You should have received an email with the tracking number. If you have not, please contact us. While we put our trust in third party shipping programs, sometimes these errors occur that are out of our control, but we do take responsibility for this, completely. So we do apologize for that. 

  Your shoes are on their way. 

  Sincerely,

   

  The YRU Team

  Customer Answer

  Date: 01/23/2024

   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:01/12/2024

  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 an order for a pair of shoes for my childs Christmas present on 12/14/24 and was supposed to be delivered by 12/22/24. To date I have not received the product. I have called at least 10 times and left messages, with no response from the company. I have also messaged them using the information on their website and messaged their chat and have yet to receive a response. Currently the tracking is still saying label created but not shipped. I would like a refund. ORDER #******

  Business Response

  Date: 01/15/2024

  Hello *****,

   

  We truly apologize for this. There was an inventory error and the shoes were not available. This sometimes happens when the holiday system gets busy. However, there is not excuse for us not answering you or emailing you. We have refunded you for the order. 

  Again, we truly apologize, as the holiday season can get busy. We hope to do better. 

  Sincerely,

   

  The YRU Team

• Initial Complaint

  Date:12/12/2023

  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 a pre-sale item back in August. I received an email saying that they had been shipped on November 11. It has been a full month since then, and tracking says that a shipping label has been created but *** hasn't received the package yet. So they haven't even shipped it. I've sent a few emails now and zero response. These shoes are super expensive and I'm ****** that they apparently aren't even going to send them to me.

  Business Response

  Date: 12/13/2023

  Hello ***,

   

  We truly apologize for this error. We do not know why your order was not shipped, even though the label was created. We see you did receive your Vamps. We made a new order for you and you should have received the new order in your email. We will make sure this goes out tomorrow, first thing. If they other one shows up ******* finds it), go ahead and keep it for a backup pair, or gift it to a friend, or donate it, as the world can always use more love now a days. We appreciate your business and we hope to see you again. 

   

  The YRU Team

  Customer Answer

  Date: 12/18/2023

   I am rejecting this response because:
  
  I got the replacement order and they're the wrong shoes. I ordered the black draculaura dune lows which are black with pink accents and I got a pair that the platform is purple with bats and a weird strap situation around the ankle. i don't understand why its so difficult to get the boots i actually ordered.

  Business Response

  Date: 12/20/2023

  Hello,

   

  We are replacing them and we believe you have been talking to our customer service team about the situation. If this is not accurate, please let us know. 

   

  The YRU Team

• Initial Complaint

  Date:12/08/2023

  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.

  Hi I ordered 2 pairs of shoes on Mon, Nov 27th, 2023 @ 1:51 pm PST and received an Order #****** confirmation email. It's now Dec 8th 2023 @ 6:36 sm PST and your shipping policy states 5-7 business days. It's now been 8 business days and there have been no holidays in between. I spent $83.88 including the Route Purchase protection and neither pair were pre-sale. Both were available and in stock, considering you are based in *****, ** and only shipping to *******, ** (not internationally) by the latest my shoes should arrive Sat, Dec 9th 2023 even if it took 7 days to process shipping. I submitted a help request online 5 days ago, request # ***** and haven't gotten a response yet, you offer a response within ***** hours. It has now been 100hrs +.So am I going to get my shoes? Or do I need to submit another unhappy customer complaint to your growing pile here on the BBB?

  Business Response

  Date: 12/13/2023

  Hello

   

  We truly apologize for the delay in your delivery. Due to the Holiday season and our incredible Black Friday sale, we had numerous orders and had to request larger pickups from **** You are correct that your shoes should have arrived earlier, and we apologize for the delay. The Holiday season definitely backs things up but we are preparing so that if we run a sale like this again, we are better prepared to deliver on time. 

  We hope you enjoy your shoes.

   

  The YRU Team

  Customer Answer

  Date: 12/14/2023

   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. They shipped out the next day and I am awaiting delivery.

• Initial Complaint

  Date:12/06/2023

  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 shoes and have not received a tracking number. I have tried to contact the business by email, ******** and phone only to be ignored by them completely. Worst customer service ever.

  Business Response

  Date: 01/03/2024

  Hello ****,

   

  We apologize for the lack of communication on our part. Due to an overwhelming Black Friday and Holiday season, we are a bit behind on our customer service emails, but we are caught up.

  We looked at your order that you placed on November 22 for the ***** in Black. We shipped them out on November 28th, and we see there was a delivery stamp by *** with a picture of the delivery on your porch, and the delivery date was  December 5 at 11:48 AM. 

  If this information is incorrect, please contact us through email and we can settle this for you. We see we did respond to your email on the 13th, so we are caught up. 

   

  Thanks,

   

  The YRU Team

   

  Customer Answer

  Date: 01/03/2024

   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. Although *** delivered it to the wrong address. My neighbor received it and brought it to me. I would suggest you provide actual *** tracking numbers in the future.

• Initial Complaint

  Date:12/05/2023

  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.

  Order number #****** *** tried emailing, calling and leaving voicemails, as well as contacting most if not all of the social media accounts. *** asked for 7 days with help with an order and heard nothing. All their socials are filled with the same issues. I just need COMMUNICATION.

  Business Response

  Date: 12/06/2023

  Hello,

   

  We apologize for not getting back to you. We are backed up on our messages due to a high demand from Black Friday through Cyber Monday. 

  Our shipping timeframe is 5-7 business days, and your order was to go out on December 5. Due to an unusual high amount of orders from our incredible sale from Black Friday, we are one day behind on our shipping. It looks like your order has been shipped out today. We thank you for understanding that through the holidays, small businesses like ours can get backed up, but we should have notified you through your messaging; unfortunately, we are that behind in responding to such number of messages, so we do take full responsibility and apologize for that lack of communication. 

  Your shoes are on their way! Enjoy them!

  Happy Holidays!

  The YRU Team

• Initial Complaint

  Date:11/20/2023

  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 preordered 2 pairs of shoes and when they arrived I had changed my mind and decided to return them, after sending them out and confirming their arrival, I had contacted after a week still not having received my refund. When emailing customer support I was told the order had been refunded to the account I had used to purchase the items despite this not being true, when trying to follow up I received no response even after several days.

  Business Response

  Date: 11/26/2023

  Hello *****,

  Thank you for contacting us here, so we may publicly reply. 

  You originally made an order purchase on July 14 at 9:09 am. Unfortunately, at 9:09 and 9:10, Shop Pay was not able to authorize the amount. Shop Pay was then able to authorize the Mastercard at 9:15. This was order ******, and the funds were cleared. The two shoes were delivered to you on October 21 at 3:22 PM with a proof of delivery by ***. 

  You then made an "new" order on the same day, July 14 at 9:18 am. Unfortunately, at 9:29, Shop Pay was unable to authorize the Mastercard, and a pending payment failure was emailed to you. This was not resolved, and therefore, no payment was ever made for the purchase. However, since there was a payment "pending," the order remains, as they give the customer a chance to pay. No payment was ever made, but the order number remained and was ******. Our warehouse team did not catch the pending payment, and sent you the same order.  This order was delivered on October 21 at the same time. The proof of delivery also shows the picture and both orders are there, as there are two separate tracking labels, showing two orders were sent to you. So you received two pairs of the same shoes but only purchased one order, and *** and YRU have both tracking numbers, showing the two deliveries. 

  You then sent back order ******, which was the order that was not paid for, and asked for a refund. We cannot provide a refund for items that were not purchased. If you would like to send back the second pair that you paid for under order ******, we will gladly refund the Mastercard that was used. 

  We do appreciate you sending back the pair that was doubled, but we cannot provide a refund for a pair you did not purchase. 

  We hope this clears things up for you. 

   

  The YRU Team