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:04/18/2025

  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.

  This is my third pair of defy shoes. I have loved them and the quality, however the pair I have now, purchased about 3 months ago is losing the Tred on the bottom of the shoes. I only have worn these shoes for walking and never have had this problem with my other 2 pairs that I bought.

  Business Response

  Date: 04/18/2025

  Dear *****,
  
  Thank you so much for being a loyal Gdefy customer, and for sharing your experience with us. Were truly sorry to hear that your current pair hasnt held up as well as your previous ones.
  
  It looks like your most recent purchase was the Energiya style, which has a slightly different sole structure than the Mighty Walks you've previously worn and loved. Based on your feedback and how youve been using the shoes, it sounds like the Mighty Walk may be a better fit for your needs.
  
  Wed be happy to send you a replacement pair of the Mighty Walks at no charge as your warranty replacement. Please let us know your preferred size and color, and well take care of the rest.
  
  We really appreciate your continued support and want to make sure you stay comfortable every step of the way.
  
  Warm regards,

  
  *****

  ***** ******

  VP, Customer Relationships

  
  

• Initial Complaint

  Date:04/01/2025

  Type:Product 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.

  Around the middle part of February 2025, I ordered two pairs of sandals. One fit perfect, the second was not comfortable, I requested a label to return it, and I was instructed to taken back to a *** location. However, the clerk told me that I need it a certain code for them to be able to return it. I showed her the paperwork that came with the shoes, (it was for Federal EXP.), so *** told me that I should take it to ***. Exp. location (At *********). Gravity Defyer tells me that they ****'t refund my money, but I can get a different shoe. I gave them the information for the second pair and ***** told me that I would receive an email letting me know that the order was shipped. That was almost two weeks ago. No email, no shoes, no money.I hope that you can get an answer out of these people. I would like to either get the replacement shoes or my money.Thank you.(the address that the shoes were return to per their label, is located in *********, not **********).

  Business Response

  Date: 04/01/2025

  Dear BBB and *******,
  
  Thank you for the opportunity to address this matter. We sincerely apologize for the delay and confusion surrounding your return and exchange.
  
  Weve reviewed the order and confirmed that the item was returned via ***** (Tracking #************). A pause in our Outlet program during that time unfortunately delayed the shipment of your exchange. A case was created by our team member ***** and the refund request was sent by our supervisor to our accounting department.
  
  To make this right, we expedited your refund today, and you should see the credit to your original payment method within 12 business days, depending on your bank.
  
  Please know that we are actively making significant improvements to our Outlet program to prevent experiences like this in the future.
  
  As a gesture of our appreciation for your patience and as a sincere apology for the inconvenience, we invite you to contact us directly at ************** to receive a 50% discount on your next order.

  
  We value your business and would love the opportunity to serve you better going forward.
  
  Warm regards,

  
  *****

   

  ***** ******

  VP, Customer Relationships

• Initial Complaint

  Date:12/27/2024

  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 an order for shoes on 12/13. I had placed an order prior that shipped fairly quickly. I thought I would receive the shoes by Christmas. After a week of it not shipping, I emailed them asking to cancel the order as it would not arrive on time. They did not reply for another 6 days, the day after Christmas, and said they would not cancel it and I could return them after I received them. At this point it has been 2 weeks and they still have not shipped them. I responded that I should not have to wait indefinitely for them to ship them, wait another 10 days to receive them after shipment, then another 3 weeks to get a refund from returning them. Especially since they haven't even shipped them for 2 weeks now. I have another order I returned over a week ago that has not been refunded either. Their return policy says it takes 15 business days, 3 weeks, to get a refund. Their customer service is really bad and it's hard to get ahold of anyone just to get a response they won't cancel and order they're sitting on and you cant get a response back after responding. I want order ******* canceled and order ******* refunded that I returned over a week ago.

  Business Response

  Date: 12/30/2024

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address the concerns raised by our customer. We sincerely apologize for any frustration or inconvenience experienced during this process, particularly during the busy holiday season.
  We would like to provide an update on the customers orders:
  
  Order ******* has been successfully canceled. We were able to intercept the shipment and pull the order from the truck before it left the warehouse. This order is now closed.
  
  A refund of $72.50 has been processed for Order *******. This order was returned, and while our standard return policy allows up to 15 business days for processing during peak times, we acknowledge the delay and have expedited the refund.
  
  We recognize the disappointment regarding service delays and lack of timely communication. The holiday season brought an unusually high volume of orders and inquiries, which unfortunately contributed to longer-than-expected response times. We are actively working to improve our processes to ensure faster responses and more efficient service moving forward.
  
  We appreciate the customers patience and understanding during this time. Our goal is to provide the best experience possible, and we regret that we fell short in this instance. If the customer has any further concerns or requires additional assistance, we are more than happy to help.
  
  Thank you again for bringing this matter to our attention.
  
  Sincerely,
  
  
  ***** ******
  
  
  VP, Customer Relationships
  
  

  Customer Answer

  Date: 01/02/2025

   
  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.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:12/13/2024

  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 called them to see if they carry replacement shoelaces for a pair of their shoes i bought in a Shoe store in *********,** and they said they will never do so and expected me to buy another pair of shoes which is ridiculous because ************* Under Armour all carry replacement laces you can buy separately either online or in person.

  Business Response

  Date: 12/13/2024

  
  Dear Better Business Bureau,

  
  Thank you for bringing this concern to our attention. We value all feedback and appreciate the opportunity to clarify our policies and processes.

  
  Our shoes are shipped sealed directly from our manufacturer, and we do not stock or sell replacement laces separately.  Additionally, as stated in our warranty policy, which is publicly available on our website ****************************************************, the warranty for our shoes applies only to shoes purchased directly from ***** or from our authorized dealers. Unfortunately, we cannot extend warranty support or additional product resources for items purchased outside of these channels. Since this pair of shoes was purchased from an unknown shoe store at an unknown date in *********, **, we recommend that the customer contact the store directly for assistance with replacement laces.

  That said, we understand the customers frustration and appreciate their suggestion to offer replacement laces. We will gladly pass this idea along to our product team for consideration as we continuously evaluate ways to better serve our customers. In an effort to support this caller further, we are currently offering a 50% discount on most of our shoes, which provides an excellent opportunity for them to replace their pair at a significantly reduced price which we shared.

  We apologize for any inconvenience this may have caused and hope this resolution demonstrates our commitment to customer service and transparency. We remain available to assist the customer with any further inquiries or concerns.

  Sincerely, 

  ***** ******

  VP, Customer Relationships

  Gdefy

  Customer Answer

  Date: 12/18/2024

   
  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 will take your *********************************************************************

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:10/11/2024

  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 have bought several pairs of shoes from this company and was very pleased. I have always bought the same size and same pair this was my 3rd pair but, when I received them they were obviously defective too short and not the wide size I ordered. I immediately called customer service and was told to return the shoes and that I would have to pay the higher price as I got these on a great sale but, they were still $100.00 dollars. I tried calling several times and got the supervisor ***** who assured me she would make it right after the return and to call her a couple of days after the return which I did, I left 2 messages on her voicemail and left two other messages with her co-workers I would have liked to just exchange the shoes but, I cant get any help and its passed the 3-5 days for my refund and I havent received any refund or phone calls and I am just disgusted and disappointed. I would just like my refund.

  Business Response

  Date: 10/11/2024

  
  Dear BBB Representative,
  
  Thank you for bringing this matter to our attention regarding the complaint from Ms. Jeanie Riggs. We sincerely apologize for any frustration or inconvenience caused by the issues with her recent order.
  
  Upon reviewing the situation, we identified that Ms. Riggs experienced delays in communication due to our staff shortages at the time. We regret that this led to confusion and dissatisfaction with her exchange request.
  
  To resolve the matter, we have taken the following actions:

  
  1. We replaced Ms. Riggs' original order with a new order, #2530144, and ensured that our warehouse manager, Tony, personally inspects the items before shipment to avoid any further issues.
  2. We offered Ms. Riggs a 30% discount on her next purchase of $99.95 or more as a gesture of goodwill for the inconvenience.
  3. We reached out to Ms. Riggs directly to express our sincere apologies and to assure her that her concerns were addressed.
  
  We believe these actions have resolved the matter to her satisfaction, and we remain committed to providing the highest level of service to all our customers.
  
  Thank you for your assistance in helping us reach a resolution.
  
  Warm regards,  
  
  Kelly Hoback

  VP, Customer Relationships

  Customer Answer

  Date: 10/11/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22406788, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jeanie Riggs

• Initial Complaint

  Date:07/03/2024

  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.

  I ordered a pair of shoes on Dec 21, 2023, order number *******. Shoes were originally priced at $165 but I had a $40 off offer that I applied. Since that date I have been getting automated emails saying on back order. Emails come about once every two weeks. I have called three times asking for status and each time told item is still on back order and would I like to cancel. The representative actually was stressing the cancellation option, but I said I would wait. Its been nine months and no satisfaction. They have not charged me yet, but is still how to do business?

  Business Response

  Date: 07/03/2024

  
  Dear BBB Representative,
  
  We are writing in response to the complaint filed by ************************;regarding order number *******, placed on December 21, 2023.
  
  First and foremost, we sincerely apologize for the inconvenience and frustration this delay has caused. The shoes ordered by the customer were a pre-order item and have unfortunately been on backorder due to unforeseen supply chain issues. We acknowledge that receiving automated backorder notifications every two weeks without a clear resolution is unsatisfactory and does not meet our service standards. We are currently working to contact customers and offer alternative in-stock selections.  
  
  The customer has contacted us for status updates and was offered the option to cancel the order, which we understand *** have seemed stressed by our representatives due to not being able to promise a date of arrival for the wide shoe sizes. On May 7, 2024, the customer had a conversation with our representative, during which she expressed concerns about our items. Despite these concerns, she requested that the order be left open at that time. We have not charged the customer for this order, in adherence to our policy of not charging for items until they are shipped. 
  
  Given the current situation, we have no confirmed date for when the shoes will arrive. As such, we regretfully need to close this order. We understand this is not ideal, and we deeply apologize for the inconvenience this has caused.
  
  We value *************************** patience and understanding throughout this process. If the customer is willing, we would be happy to assist in selecting an alternative item we have in stock. 
  
  Thank you for bringing this matter to our attention.
  
  Best regards,
  
  ***********************
  
  VP, Customer Relationships

  Customer Answer

  Date: 07/05/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/16/2023

  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.

  Returned shoes for exchange. They were never shipped. Over one year delay in contacting you due to the passing of my husband in Sept 2022.If you need further documentation or wish to speak to me, feel free to call.************

  Business Response

  Date: 08/17/2023

  
  Dear BBB,
  
  I am writing in response to the complaint we received from *************************** regarding a refund for a replacement order ******* she states she did not receive from a year ago on 6/10/2022. 

  Firstly, I want to thank the Better Business Bureau for providing a platform that ensures businesses uphold their commitment to excellence and customer satisfaction. I also appreciate ***** for reaching out with her concerns, and I regret any inconvenience she may have experienced.
  
  Upon reviewing our records, the replacement order ******* was dispatched promptly and was handed over to our shipping partner ***** and then reported as missing or delayed by the carrier. According to our tracking records, the order does not show any confirmed delivery status and we have no access for records dating back one year ago. 
  
  We pride ourselves on transparency and service. While it is rare for such delivery issues to occur, we acknowledge that anomalies can happen. Given that the tracking does not confirm the delivery and considering the duration of this issue, we are in agreement with *****'s request.
  
  Therefore, we will process a full refund in the amount of $130.34 for the item TB9035FGP : TB9035FGP-085-M on original sales order *******. The refund will be credited back to the original payment method within 5-7 business days.
  
  In conclusion, I apologize for the inconvenience ***** has faced. We value all our customers and strive to provide the best service possible. Should ***** or the BBB have any further queries or require additional information, please do not hesitate to contact our customer service department at **************. 
  
  
  
  Warm Regards,
  

  ***********************
  Vice ********** ******** Relationships
  GDEFY
  E: ****************
  P: ************
  ********************************************************************
  
  
  

  Customer Answer

  Date: 08/17/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/07/2023

  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 returned a pair of shoes on 2/18/23 ... I was promised an immediate refund for using Happy Returns. I have never received a refund. I emailed and called. Gravity Defyer keeps telling me that the refund is being processed and escalated, but I still do not have my refund of $154.75. I believe the company is trying to steal my money. I would like the refund immediately.

  Business Response

  Date: 04/04/2023

  Hi *****,

  We would like to apologize for the inconvenience this has caused. Your refund was successfully processed on 4/3/2023. Please allow 7 to 10 business days to see your refund back on your original payment method. Thank you.

  Kind Regards,

  GDEFY

  Customer Answer

  Date: 04/05/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/19/2023

  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 ordered these shoes after seeing the ad in Kiplingers ************************** Shoes advertise if they didn't work money back. I went on the website, and they didn't talk about returning my money back. Lots of complaints I see and the internet shoes customers returned shoes but not refund. I couldn't even get the internet to accept the return. I have enclosed pictures of the brace I wear and the shoe I couldn't get my foot in after putting the brace in the shoe. I am disabled veteran

  Business Response

  Date: 11/07/2023

  To Whom It May ****************** appreciate the opportunity to address the concern brought forth by the customer regarding the purchase and subsequent return process of our product.
  
  Firstly, we extend our sincerest respect and gratitude to the customer for their service as a disabled veteran. It is always our intent to serve our customers with the utmost care and support, and we regret to hear that we did not meet those expectations in this instance.
  
  Regarding Sales Order Number ******* for Item Number TB9024MBB-120-W, we confirm that after the customers return of the shoes, a full refund in the amount of $125.00 was issued to the original method of payment on February 21, 2023, at 1:53 pm. We trust that this transaction has been reflected in the customer's account accordingly.
  
  We recognize the importance of a smooth and user-friendly return process, and it concerns us greatly that the customer faced hurdles in accessing the return system via our website. We are actively working to ensure that our return policy and procedures are transparent and easily navigable for all our customers, especially those who may rely on the functionality of our products for health-related reasons.
  
  We are also reviewing our customer support protocols to expedite assistance and ensure that all steps from return initiation to refund confirmation are communicated effectively and promptly.
  
  We apologize for any difficulty or inconvenience the customer experienced during the return process and for any lapse in the service they received. Should there be any additional issues or concerns regarding the refund, or if the customer has yet to see the reflected amount, we encourage direct contact with our customer support team. Please reach out to us at ************, and we will ensure that your case is handled with the priority and sensitivity it deserves.
  
  Again, we apologize for any inconvenience and thank the customer for their patience and for bringing this issue to our attention. We are committed to making this right and upholding the high standards our customers expect from Gravity Defyer.
  
  Sincerely,
  
  ***********************
  VP, Customer Relationships
  ******************

  Customer Answer

  Date: 11/07/2023

   
  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.

  I thought this matter was cleared up. Yes, I did return the shoes, and did receive a refund. Communication extremely difficult with your company, but I'm satisfied with the response.
  

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/15/2023

  Type:Product 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.

  Hi, ** ordered sandals from gdefy on 6 February and received on 10 February just for my birthday, when I open box they are too small and I cant try on, then I emailed customer service to get return label, I didnt get replay, and try to scan qr code, there said we didnt suport returns in this region, so Im hopeless, I spent a lot of money 125 and what I can do?

  Business Response

  Date: 11/07/2023

  To Whom It May ****************** have received the complaint lodged by the customer regarding the difficulties experienced with the return of sandals purchased on February 6, which were received on February 10, intended as a birthday gift.
  
  First and foremost, we extend our sincerest apologies to the customer for any inconvenience and frustration this situation may have caused. At Gravity Defyer, we pride ourselves on our customer service and the quality of our products, and it is disappointing to hear when a customers experience does not meet our standards or their expectations.
  
  We understand that receiving a product that does not fit can be disheartening, especially when it is intended for a special occasion such as a birthday. Furthermore, it is concerning to hear that the customer encountered difficulties in obtaining a return label and received a message indicating that returns are not supported in their region. This is certainly not the level of service we aim to provide, and we are looking into how our return processes can be improved for international orders.
  
  Upon review of the customers order (*******) for the item TB7218FU-080-M, we can confirm that a refund in the amount of $100.00 was processed to the original method of payment on April 19, 2023, at 7:00 am. We hope that this refund has been received by the customer and goes some way toward resolving the matter.
  
  We would like to assure the customer that we are dedicated to resolving this situation to their satisfaction. If there are any further issues regarding the refund, such as discrepancies in the amount due to currency conversion or additional costs that were not covered, we kindly request the customer to contact us directly. Our customer service team is on hand to ensure that any remaining concerns are addressed promptly and effectively.
  
  Please reach out to our customer support at ************ at your earliest convenience, and we will prioritize your case to ensure a satisfactory resolution.
  
  Again, we apologize for any distress or inconvenience this matter may have caused. We value our customers and are committed to making things right when issues arise.
  
  Sincerely,
  
  ***********************
  VP, Customer Relationships
  ******************