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Business Profile

Retail Shoes

Gravity Defyer
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 54 total complaints in the last 3 years.
  • 16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/20/2022

    Type:Product Issues
    Status:
    Answered
    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 a pair of shoes on 621 got lost and to wait 6 weeks for a ***** resolution shipped a new pair too small I ordered them wrong he paid 150 dollars something back they received them on August 3rd they say they refund within 7 days today is the 20th still no refund and filed a complaint with ****** etc

    Business Response

    Date: 09/12/2022

    Business Response /* (1000, 5, 2022/08/25) */
    Hi *******,

    We were able to locate your account and look further into the issue you are experiencing. A refund has been issued in full in the amount of $150.00 and takes 7 to 10 business days to reflect back in your account. Our records show you contacted Gravity Defyer on 8/16/22 requesting a refund. If you have not received your refund by the 10th business day on 8/30/22, please reach out. We apologize for the inconvenience. Thank you and have a great day.

  • Initial Complaint

    Date:08/17/2022

    Type:Product Issues
    Status:
    Answered
    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 purchased a pair of shoes 7/6/22 for a total of $123.48. They shipped the wrong item, so I returned it for a refund via *****. The package was received by them 7/14/22. (***** tracking: ************).

    Since then I have called 3 times to check on the status of my refund. They keep assuring me it's coming through, but there's no indication that's truly happening, especially now after month of no movement from them.

    I'm attaching a pdf of the most recent email I received from them (8/4/22). I have since called one more time (Monday, 8/15/22), but I've heard nothing further from them. Any assistance you may be able to provide would be most helpful. Thank you so much, -*********

    Business Response

    Date: 10/13/2022

    Business Response /* (1000, 5, 2022/08/19) */
    Hi ***,

    Thank you for reaching out. We would love to get this resolved for you as quickly as possible. In order to do so, may we please have the order number, phone number, or email address associated with the account? We look forward to hearing from you. Thank you.

  • Initial Complaint

    Date:08/12/2022

    Type:Product Issues
    Status:
    Answered
    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 return after reading all the reviews, still waiting for my refund, they already got the package.

    Business Response

    Date: 09/15/2022

    Business Response /* (1000, 5, 2022/08/19) */
    Hi ******,

    We would be more than happy to look into this for you. In order to resolve this issue, can you please provide the order number, phone number, or email address associated with the order? We look forward to hearing from you. Thank you.

  • Initial Complaint

    Date:08/10/2022

    Type:Product Issues
    Status:
    Answered
    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 bought a pair of shoes on a Mastercard gift card. The shoes were too big, but I discarded the gift card. I called the company and they said they could give me a refund via check. I immediately sent the shoes back. I put a note on the return form to send the refund in the form of a check. I called the day they got the shoes to remind them to give me the refund via check. Of course, they put the refund on the DISCARDED gift card. I called AGAIN, the customer service rep said they could get the funds from the gift card and send me a check(this would take about 3 weeks). I waited the 3 weeks, (still not check), I called back and the customer service rep said they would escalate the refund. I have spent countless hours and have called at least 15 times to get this refund VIA CHECK. I have asked to speak to a a manager and the answer is always "NONE ARE AVAILABLE". There is no way to call the corporate office. The customer service reps tell you the refund is on the way. The website for this company says, "Pain Free Returns"...Nothing about this is Pain Free. I just want my money back. They received the shoes back in mid June, so it has been 2 months of phone calls. That would be 2 MONTHS of lies from customer service representatives and hours of my wasted time. Please send my check for $123.25.

    Business Response

    Date: 08/19/2022

    Dear *****,

    We deeply apologize for the inconvenience this has caused for you. We would be more than happy to assist you in getting this matter taken care of. Upon researching your account, we see the refund was credited back to the original payment method. We have forwarded this request to our accounting department, and ensure it will be taken care of as quickly as possible. One of our contact center supervisors will follow-up as soon as the check has been issued. We thank you for your patience and understanding while we work diligently to resolve this problem.

    Customer Answer

    Date: 08/26/2022

    (The consumer indicated he/she DID NOT accept the response from the business.)
    I had a manager call me and tell me they WOULD NOT be sending out a check. But in the above the response, it says they WILLL BE sending out a check. This is the complete nonsenses and back and forth I have been dealing with for months with this company. They continually say they are sending out a check and then a check never shows up. The manager that called me was not very nice and told me there was NOTHING THAT COULD BE DONE. I would just have to lose my money even though I sent the unused shoes back immediately and was told I could have the refund via check

    Business Response

    Date: 09/05/2022

    Hi *****,

    We deeply apologize that you have had an unpleasant experience with Gdefy. We are looking further into this issue, and will follow up as soon as possible. We take our customer care as our number one priority, and will look into the supervisor you spoke with to ensure our customer service standards are being met. Thank you.

    Customer Answer

    Date: 09/07/2022

    (The consumer indicated he/she DID NOT accept the response from the business.)
    I just want to know WHY AFTER MANY TIMES OF BEING TOLD....MY REFUND CHECK(YES, A CHECK)is being sent...I still do not have a check for the shoes I sent back. I don't understand why I am being put through this process. I will state it again. Please, send me MY REFUND CHECK!!

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