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:08/16/2023

  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.

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

  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: ************
  ********************************************************************
  
  
  

• 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.

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

  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

• 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.

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

  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
  ******************

• 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
  ******************
  

• Initial Complaint

  Date:02/01/2023

  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.

   
  Complaint: 19325579
  

  Today I received a $147.83 check for the shoes I returned through ****.  This refund was processed before my complaint was received by GD.  Part of my frustration in writing the complaint was the nonexistent tracking by **** for the return process used by GD.
  

  The remaining issue is the refund for the ******************* pair of shoes I never received. 
  

  I will fully accept the response once i receive the second check for $142.35 from GD.
  
  Sincerely,
  
  *************************

  processing facility. I got a different story at the **** on January 9, when I was told the **** provides no tracking for customers using this type of **** return service.If I had known this, I would have paid to send the shoes back to GD immediately. GD has never told me the status of the returned shoes.Status of refund on brown shoes never received:I was told my credit card would be credited for the $!42,35. Then I was told I would receive a refund check by the end of December. On January 9, I was told the refund was already completed, and that I should call ***** at the 800 number. ***** does not take phone calls, and I left a message, I have made at least four phone calls to different people at Encino, and at least two phone calls to different people about the refund. I also sent a email to the online customer service unit. All I received was an email asking for a review of their customer service ***** I have yet to receive a truthful response or my refund.

  Business Response

  Date: 02/02/2023

  Hi *****,
  
  We would like to apologize for the inconvenience, and we thank you for your patience and understanding. We are looking further into this and will send an email from our customer care email once the refund has been processed.

  Business Response

  Date: 11/07/2023

  To Whom It May ****************** appreciate the opportunity to address the concerns raised by the customer regarding their experience with the return and refund process for the black and ******************* shoes purchased at our Encino retail store on October 23, 2022.
  
  We understand the frustration that can arise from return and refund delays, especially when the tracking and communication regarding the status of a return do not meet the customers expectations. Gravity Defyer is committed to making the return process as smooth as possible, and it appears that in this instance, we have fallen short.
  
  With respect to the black **** shoes, we apologize for any inconvenience caused by the issues with **** tracking. We take full responsibility for ensuring that customers are informed of the specific terms and conditions associated with return labels provided by our company. We regret any misunderstanding regarding the tracking capabilities of the return service used in this case.
  
  Regarding the ******************* shoes, we understand the customers decision to cancel the order given that the shoes were out of stock and had to be manufactured. We apologize for the conflicting information provided about the refund process and the delay in communicating the status of the refund.
  
  Upon reviewing our records, we can confirm that refund checks in the amounts of $147.83 for the black **** shoes and $142.35 for the ******************* shoes were issued to the customer. Our accounting department has verified that these checks have indeed cleared our bank.
  
  We kindly ask the customer to verify whether they have received these refunds. If the customer has not received the checks or if there is any discrepancy with the amounts, we request that they contact us directly. Our customer service team will prioritize the resolution of this matter and ensure that the customer receives the refunds due to them.
  
  We sincerely apologize for any stress or inconvenience caused by this situation. Our goal is to rectify this matter to the customers satisfaction as quickly as possible. Please reach out to our dedicated customer service representative, *****, or her team at our toll-free number ************, and we will ensure that your call is received and addressed promptly.
  
  Gravity Defyer is committed to continuously improving our customer service, and we value the feedback provided by our customers to help us achieve this goal.
  
  Sincerely,
  
  ***********************
  VP, Customer Relations
  ******************