Online Retailer
Kane Footwear LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/19/2025
Type:Product IssuesStatus: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 December 31st, 2024 I made a purchase of ****** * ***** *** ******* recovery shoes. I had selected. Order ******. I had selected size 10 for men and received size 8 for men. I immediately tried to contact the company for an exchange and exchanges are not available in the site, only a return for credit or refund, but for refunds to my credit card there would be a charge of $10.00. Shipping and handling was all lost. This is a mail order store and that practice is very unfair. there is no phone number to call, so I sent an email. On January 7th, 2025 Tanner replied to my email stating it was not the company's fault and they would not be responsible. I've responded that I wanted to escalate and about a month later, Tanner responded again saying that he/she will be my escalation representative and restated that there is nothing to do and the refund of $70.00 at this point (I was already out $25.60 between S&H and their $10.00 penalty) would take 21 BUSINESS days. Today 02/19/2025 I have not yet seen a refund and they don't answer emails. This is an abusive practice and terrible model for an online store.Business Response
Date: 03/20/2025
Customer was refunded back on 2/19/25. We did not receive their return back to our returns center until January 29th, and then it would be stated on our website that it can take up to 21 business days for all return for refunds to be processed as all pairs must first be reviewed and approved by our returns team. Otherwise, they could have selected the return for store credit option to avoid the $10 fee and would receive the gift card within 48 hours of dropping their Kanes off at *** to use to order another pair. Customer stated they did not want to order another pair, so they would then have the $10 fee applied which is stated on our website.
This would all be stated in our FAQs and Returns & Exchanges pages on our website.
Customer Answer
Date: 03/20/2025
Complaint: ********
I am rejecting this response because: The Kane company did not own to their mistake. In addition, this is a mail order company in most places, Columbus OH being one of them. No other mail service company makes you jump through hoops to make a simple exchange. Lastly, the last thing I wanted was to keep doing business with this company and they force you to do so, by charging you additional funds if you decide to request a refund instead of credit to their store. In this world of ****** and ******* having great customer service and mail service, Kane’s model is shady at best.
Sincerely,
****** ********Business Response
Date: 03/24/2025
Hi ******,
We do truly apologize that you feel that way. Many other companies, including ones that are much larger and more established than Kane, have implemented mail-in return fees such as **** ******* *******, and *** among other stores as the cost to return shoes has become so expensive. We have only been around now for about 4 years, so we are simply not at a point like ****** or ******* who have been around 30+ years, but we hope to get there eventually as we continue to grow and build our team.
Our return for store credit process would be pretty easy as you would just receive a store credit gift card within 48 hours of dropping your return off at UPS, and we would also provide you with a pre-paid return label, so you would only have to print that out and then bring into *** to complete your exchange for store credit! Otherwise, there would just be a $10 restocking fee for return for refunds (which is essentially paying for your return shipping).
I do apologize as I am not exactly sure what mistake you are referring to on our end, as it would appear that you selected for the ***** *** ******* in M8 when you ordered #******!
Customer Answer
Date: 03/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I don’t have time to continue with this claim. I do not agree with the response and lack of ownership. However, I would like to close this chain
Sincerely,
****** ********Initial Complaint
Date:01/03/2025
Type:Delivery IssuesStatus:UnansweredMore 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 with Kane Footwear on 12/15/2024. I received the shoes I purchased but not the socks that were purchased. My total purchase amount was $112.60 - $90 for the shoes, $11.20 for the socks ( there was a sale otherwise they’d be $14), and $3.55 for package protection. I’ve emailed support twice and chatted their customer care specialists twice in order to receive the socks but still have not received a response. I emailed them 12/27/24 and 12/30/24. I also chatted them 1/1/25 and 1/2/25. They will not respond no matter how many times I followed up.Initial Complaint
Date:12/18/2024
Type:Product IssuesStatus:UnansweredMore 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 purchased a pair of shoes for my son‘s birthday in November. They were sitting in a box till his birthday on 12/11. He opened them up. They were too small and I’ve been trying to reach Kane to exchange for a larger size since then. the one response I got led me to a website that would not allow me to print and return a shipping label and the company refuses to respond and there is no customer service phone number.Initial Complaint
Date:12/05/2024
Type:Delivery IssuesStatus:UnansweredMore 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 purchased an online order on 11/17/24 (order #******). The order consisted of one pair of Kane shoes. The website clearly states orders will be processed in 1-2 business ed’s days and shipping should take 5-7 ground for regular shipping. I have not received my order, I have not received a follow up email, the tracking says “order partially delivered” and I have sent 3 emails to their contact email and one message on instagram with zero response. They have no phone contact information provided and the phone number listed on ****** is not accepting phone calls.Initial Complaint
Date:06/26/2024
Type:Product IssuesStatus: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 3 pairs of shoes due to incorrect size. Each return had a separate order number. All returns were confirmed received by the company via email. One refund was credited on 6/10/24. Yet to receive credit for the remaining orders. I have reached out several times via website with no response. Tracking numbers listed below.Business Response
Date: 06/26/2024
** ****
So sorry for any inconvenience this may have caused. Looking on our end, and I attached a screenshot as well, we unfortunately never received any emails from the email *********************.
As is stated on our website, "Once received and upon inspection and approval according to policy, a refund will be processed within 21 days." Looking on my end, it appears that both of your returns were delivered on June 3rd and 4th, and our team had just not yet been able to approve the refund, which is why your refund had not yet been processed.
I just went ahead and issued that refund manually on my end to help settle this issue!
Let me know if there are any outstanding questions or concerns!
Best,
Tanner
Customer Answer
Date: 06/26/2024
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:09/05/2023
Type:Delivery IssuesStatus: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 placed an order with them recently but they never shipped the product. A shipping label was created and tracking number said delivery will become available when *** receives the package. I called *** and they never received the package. I've emailed the company several times with no response. They charged my card and charged for shipping but never sent product. I've ordered from them before with no problem. I get things happen but, the lack of response and customer service is very frustrating. I really enjoyed this company and their product before this happened. I've sent many customers their way but not after this. Very disappointed.Business Response
Date: 10/03/2023
Original order was processed and fulfilled by our warehouse and then handed over to *** for shipping. Package was then likely lost in transit as *** was unable to provide an update. We sent out a replacement package as soon as we found out from the customer and have attached photo's showing the customer has received their ***** and the issue had been resolved.Initial Complaint
Date:07/24/2023
Type:Delivery IssuesStatus: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.
Placed an order, had issues and no one has responded to my multiple complaints. I have written and called their customer support line and no one responds.Customer Answer
Date: 07/25/2023
***** ****** ***** ************************
***** ******* **** *** **** **** **
*** ********** ***********************
******** **** *** **** * *** ******* **** *** ******* *********** ********* ********* *********I am concerned about retaliation from this company and don't want anything to do with this complaint anymore. Can you please suspend action?
Thanks,
******
Kane Footwear LLC is NOT a BBB Accredited Business.
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