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:09/15/2023

  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.

  As I said before, the customer service is awful. I've tried and tried to get a resolution but it's like they duck me at every turn. They never answer their phones and almost never respond to emails. I have been trying to size down just one size for several weeks now. I was told they sent a shipping label but I never received one. I keep trying to get into contact with someone and after I closed my last report they stopped communicating again. This company has the customer service of scammers

  Business Response

  Date: 09/18/2023

  Hello,

   

  We apologize you have not been able to get ahold of us through phone. Our phone system is down. We see that we responded to you on Sept 8, five days after you emailed us. We sent your return label to the same email you made the order with on Sept. 8. We hope you find that return label in your SPAM folder, or Junk folder. If you need another return label sent to a different email, we will take care of that for you; just message us. 

   

  Thanks,

   

  The YRU Team

• Initial Complaint

  Date:08/29/2023

  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 my shows May 5th, 2023. They said they were supposed to arrive on July 10th... it's August 28th. I've frequently tried to contact them through phone, email, and even socials but no one gives me any help. I've even stated my issue with contacting. The shoes were supposed to be a gift for my friend for her birthday on August 11th. It's passed. I just want my money back now since I've gotten her something else. I absolutely love yru and even have some of their shoes but this is ridiculous. The communication lacks.

  Business Response

  Date: 09/05/2023

  Hello,

   

  We truly apologize for this. There is no excuse for you not receiving these. We entrust our carriers to deliver these shoes and sometimes they do get lost, but that is no excuse for not getting back to you through email. Our phone system is down, and we try to answer our emails, but have been overwhelmed lately. We will absolutely refund you for these shoes and message you with a formal apology. 

   

  The YRU Team

  Customer Answer

  Date: 09/10/2023

   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 offered me free shoes for the inconvenience.

• Initial Complaint

  Date:08/25/2023

  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 made a purchase about a month ago and I reached out via email and phone all week this week because it had not yet been shipped and I needed to change the size, however instead of responding they shipped my order without a word. I have never been able to get into contact with anyone despite the many times I've tried so I've reported them. I'd like my money returned if they can't even be bothered to respond to paying customers. It's obnoxious

  Business Response

  Date: 08/28/2023

  Hello,

   

  We are sorry you had this experience. We see that you emailed us on Friday the 25 and someone responded on the 26th. Your shoes were sent out on the 24th, so we missed the chance to adjust the size by one day. Please use the same email that you have correspondence with customer service if you would like your refund, and we will gladly do that for you. Again, we apologize for the missed communication. 

  The YRU Team

  Customer Answer

  Date: 09/01/2023

   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. Someone did finally reach out to me, but only after this. I was offered a shipping label to return and size down and that is what I'll be doing. 

• Initial Complaint

  Date:07/18/2023

  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.

  On July 3rd I purchased 4 pairs of shoes from this company, I received a confirmation email the same day saying my order had been placed and my money accepted, 2 of the shoes are pre-sale items and the other 2 are shown as in stock. I have yet to receive an eta on shipping, nor has this company responded to any of my multiple attempts to reach them to find out when I'd get my ****** dollar purchase. They claim 3-7 businesse days for for order processing, mine still shows unfulfilled. And 1-5 business days for shipping. I've not heard back from them at all. Their site says 24 to 48 hours for a customer service response so 2 business days... my first email to their customer service team was on July 11, then again on the 14th then again on the 17th. No response. Pathetic customer service. Shoes are over priced. Doubt I'd even want to remain a customer even if they resolve this matter. Everyone's time is just as valuable as the money they spend and this company seems to not respect that.

  Business Response

  Date: 07/18/2023

  Hello,

  We apologize for not responding to your emails. Our customer service is backed up, and we are trying to get to them as quickly as possible. We will reach out to you regarding this message. We understand you stated delivery time/shipping time, and we wanted to let you know that we are waiting for the shoes to arrive before we send all four pairs. The presale shoes are set to be here soon, and we apologize for the delay. We want to remind you that our policy states that time is subject to change whenever you purchase presale shoes. This is not because our production is behind, but the port system continues not to be 100% post COVID, so we put this disclaimer on our presales for that reason:

  "Chill Jackolantern is a presale item. It is expected to ship in mid July. Please note that this estimated time frame is subject to change with out notice."

  Thank you for your response, and as a family owned, business, we strive to be better for our customers, so we appreciate and value your words. 

  The YRU Team

  Customer Answer

  Date: 07/20/2023

   I am rejecting this response because:
  This email states they'll ship separately while yours says I'll receive them all together. Still no date of arrive provided. On top of that the email states the warehouse will send me an update within the day. That was on the 18th. Today is the 20th. Dose your company use a unique calander I'm not aware of? If it wasn't for the level of cuteness in the shose I would have canceled the order by now. 
  
  

  Business Response

  Date: 08/14/2023

  We apologize for the confusion on the calendar from our first message. We do share the same calendar, and we hope to get better at our presale timeframes. 

  Customer Answer

  Date: 08/20/2023

   I am rejecting this response because: I still haven't received any information on when the pre-orders will arrive. It's almost been a month. Having to contact the BBB to have a company fulfill their obligations to their customers is pathetic. When the shoes arrive I won't be having anything more to do with YRU shoes. Youth Rise Up. Nope more like y r u not responding to your customers... totally dissatisfied with this company by this point. 
  
  
  

  Business Response

  Date: 09/20/2023

  Hello,

   

  We sent out everything except the Bndg in Pink, as there was an inventory error and we did not have your size. We refunded you immediately. 

   

  The YRU Team

• Initial Complaint

  Date:07/15/2023

  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.

  The order was purchased on June 21st, 2023, and the company marked it as delivered on the 29th. The shoes were never shown to have arrived at my apartment building, even after checking all cameras and surrounding areas, and YRU has been completely silent in response to me reaching out via email, phone, and Instagram. The order is #****** for *************************.

  Business Response

  Date: 07/16/2023

  ****************,

  We apologize that you never received your Suspension Heart shoes. Allow us to respond to your message.

  We looked at our emails and the only email we received from you was about the Detention Heart that was cancelled by META. So unfortunately, we do not see an email about this order; sorry about that. We also want to address your comment that we deliver your shoe. We entrust our carriers, ***************** and DHL, to deliver our ************. If they somehow get lost, we can help you with filing claims with one of the carriers, or if you  purchased ROUTE, that insures protection of the delivery. We see that *** shows a proof of delivery and a time stamp on your shoe delivery. If you click on the tracking number, it shows the proof of delivery for June 29 at 12:46 PM at Front Door. We do apologize if you did not receive this. We also notice you have not yet opened a claim with *** on this delivery. We suggest you open the claim with ***, and they can open an investigation to see if they delivered it to the wrong address.

  We have set aside your size for when this process reaches fruition, so rest assured you will receive your shoes regardless. We will reach out through our customer service email to help you along the way. 

   

  Sincerely, 

  The YRU Team

• Initial Complaint

  Date:05/30/2023

  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 an order on Saturday May 27. I found the same pair of shoes significantly cheaper elsewhere, and tried to cancel the order on Monday May 29. YRU sold them for $135.98, and I found them for $80 from a different seller. I've tried contacting YRU to cancel the order to no avail. They are not answering their phones or responding to emails. Upon closer inspection of their return policy, they do not cancel orders and refunds are very time sensitive.

  Business Response

  Date: 06/02/2023

  Hello *********,

  We thank you for placing your order with us on Saturday May 27. Well done on finding the same pair for a better price. We truly value our retailers who carry our products. We see that you tried to cancel on Monday May 29, and this was the same day you emailed us. Our response timeframe is within 48 hours, and our hours are Monday through Friday, excluding holidays. It looks like you emailed us on a Holiday, so we apologize for not responding on the same day, as we observe Memorial Day and we give our employees the day off to honor the holiday. This is addressing your statement of why we did not answer your phone call or respond to your email. We also see that customer service did respond to you within the 48 hours, and honored your request, even though it is our policy not to cancel orders. We hope we have addressed your concerns, and we look forward to having you as a customer once again. 

   

  Sincerely,

   

  The YRU Team

  Customer Answer

  Date: 06/05/2023

  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.

• Initial Complaint

  Date:12/27/2022

  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 pre ordered a pair of boot on November 18th 2022. I paid 145 dollars in total for these boots. The boots weren't shipped until a month later which I understood would take some time. The boots where suppose to be delivered on December 22nd 2022. I looked on my ring camera nothing was delivered the entire day. The next day I checked the package was there in the rain. The boots are ruined by the rain. I was completely heartbroken to see the box and the boots was ruined by the weather. I reached out to YRU shoes to get a new pair that same day. I have yet to get a response. I am heartbroken and I just want a new pair of non wet boots.

  Business Response

  Date: 01/10/2023

  Hello *******,

   

  We truly are sorry that you were not able to receive these amazing shoes the way we shipped them. We take great care in how we package and wrap our packages, and then we trust that UPS, FedEx, USPS, DHL, or any other professional and reputable delivery service, delivers them in a safe manner. You are more than welcome to send us pictures of the shoes and show us the damage that was incurred from you not being informed that the shoes were outside in the rain, but rest assured, our wrapping is to protect from water damage; unless of course they were left for days in the rain or submerged for a long period of time. 

   

  Thank you, 

   

  The YRU Team

  Customer Answer

  Date: 01/13/2023

   I am rejecting this response because: my shoes said they where suppose to be delivered on the 22nd. I checked outside they weren't  their the whole day. I have a ring camera that shows someone tossing them on the stairs in the rain. The box was soaked completely through. The shoes where soaked. The issue here is they are black leather so you cannot see the water on them via picture. I have attached the  photo of the box. I have also made a claim with UPS. I AM REQUESTING A FULL REFUND BECAUSE COSTUMER SERVICE WAS VERY DISSMISSIVE AND TOLD ME I JAVE TO WORK IT OUT WITH UPS.

  
  

  Thank you
  

   
  

  
  
  
  

• Initial Complaint

  Date:12/08/2022

  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 paid $75.00 in total, confirmed by my bank, to buy a pair of platform boots on the afternoon of Nov 26th, making use of a 50% off Black Friday deal. I gave YRU my money and my info to contact me and I received no order confirmation or any emails regarding the status of my product at all. I've checked spam folders and followed their FAQ, I've emailed customer support twice on different days and called them twice with no answer on different days as well. I left my information to get back to me and I've had NO response and still no confirmation of my order. I have no idea if the order is processed or if it's shipped or going to be shipped, or anything. Horrible customer service, would like either a status update now or a refund.

  Business Response

  Date: 12/14/2022

  Hello, 

  
  

  We take full responsibility for when we make errors in customer's orders, and we want you to know that with this particular order, the system was accurate in its attempt to reach out to you.

  
  

  We understand that people have more than one email that is used for orders, or work, or other various reasons; in this instance, you provide a different email than the one that you contacted us with and that is why you couldn't originally see that your transaction was complete, and the order number and other information was sent, immediately.  All of the orders placed through YRU are sent out immediately, confirming the order number, and the products purchase. However, in your case, you provided a different email than the one you contacted us with. As mentioned before, this happens quite often, and we respond to you with the information you provided so you can check the other email. 

  
  

  We did receive your inquiry to customer service on December 6th, and under our policy, we state that a representative will get back to you within 48 hours. We responded to your inquiry on the 8th, within the 48 hours stated in our policy. We informed you that the email you provided was not the same email you messaged us with. We also made sure your order was shipped within the stated timeframe.

  
  

  We understand that online shopping can be worrisome when you pay money and do not see a confirmation. We are glad we were there to help you find the solution to the alternative email, showing your order was successfully placed, and your shoes were successfully sent to you. 

  
  

  Thank you, 

  
  

  The YRU Team

  Customer Answer

  Date: 12/15/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 185**802, and find that this resolution is satisfactory to me if the YRU team can send a confirmation email to the correct address at [email protected]. This email is the only one I would have provided to the team for a confirmation email on my order. If there was a typo on my end, then the confirmation email has not been sent to an email that belongs to me.

  
  

  
  

  Thank you,

  **** G.