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Business Profile

Shoes

Adelante Shoe Co.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Shoes.

Complaints

Customer Complaints Summary

  • 35 total complaints in the last 3 years.
  • 14 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:04/26/2025

    Type:Delivery Issues
    Status:
    Unpursuable
    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 3rd pair of shoes, received but wanted to exchange for a smaller size. Never had a response except for auto replies and a promise to get back to me shortly

  • Initial Complaint

    Date:04/16/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 January 28, 2025 I ordered three pairs of footwear: 2pairs of boots and one pair of sandals. I paid $392.75 on January 28, 2025 through Venmo to Adelante. I was told the order would be processed within 8 weeks. My first pair shoes, the sandals, arrived on March 12th. The size was not the size I had ordered. I ordered a 10 - the sandal sent was a 9 1/2. I sent an email to the company with pictures of the wrong size sent, but never received a response. On March 20th, I received a pair of the boots. The boots I received were size 8 - I ordered a size 9 1/2. The shaft circumference was over 3 inches larger than what I had specifically ordered as well. It was NOT the boot I ordered. I emailed the company and provided pictures of the wrong boot that was sent. I have reached out to Adelante over 5 times through email, website help request submissions, and chatting online (which, the chat was never answered after I waited and waited). I've received no emails, texts, or calls. It has been 11 weeks now since my order date, and I have still not received my other pair of boots I paid for either.

    Customer Answer

    Date: 04/27/2025

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:04/08/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 shoes from Adalante Shoes online. I accidentally put in my wrong address in the order. I immediately saw this mistake as it was being processed on my online purchase, so I reached out to their support email address within 15 minutes of the mistake. It takes 4-6 weeks to make the shoes, so I figured there was plenty of time to fix the mistake. I also sent a follow up email since I initially got no response. THey then reached back, and supposedly they only saw my email after they sent the shoes to the wrong address. Do I have a case to ask for a refund, or a copy of the shoes? I felt I gave them plenty of time to correct the address...

    Customer Answer

    Date: 04/23/2025

    I have not heard from the business in response to my complaint. I just want to say thanks again for reaching out.. it would have been nice to recieve a response from the business

  • Initial Complaint

    Date:04/05/2025

    Type:Product Issues
    Status:
    Unanswered
    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 Adelante Shoe Company $228.64 for two pairs of shoes on February 2, 2025. I was informed that the shoes were in stock and would be delivered in 3 weeks. After contacting the company online that the shoes had not arrived, I received one pair that were the wrong size (size 8 not 7.5) on March 13, 2025. I emailed the company about returning the incorrect pair and that I had not received the two pairs that I had paid for. After 6 attempts and no response, I requested a refund on 24 March, 2025. I am still waiting for a reply (other than the automatic messages saying they will get back to me within a couple of days, which they never do) .

  • Initial Complaint

    Date:03/28/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 from this company in August 2024, partly because I have very wide feet and their products are supposedly made to order. One of the main reasons I chose them was their guarantee to work with customers to ensure the correct fit.After waiting three months, I finally received my shoesbut they were way too big. I scheduled a virtual fitting with their specialist, who advised me to size down by one full size and go slightly wider. I followed his recommendation and placed another order. Three months later, the new pair arrived, and yet again, they were significantly too largeeven though they were a full size smaller than any shoes Ive ever worn.I reached out to them for help. Then I reached out again. And again. And again. I have yet to receive any response.I even disputed the charge with ****, but the company responded to the dispute simply by proving they had shipped the product. That is not the issue. The issue is that they refuse to communicate or fix their mistake.This company is extremely shady and operates like a scam. I would love to get my money back in exchange for returning the shoes, but I have no confidence they will ever make things right.

  • Initial Complaint

    Date:03/23/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 shoes on Dec 2, 2024. They have not been delivered as of March 23rd. I reached out to seller in Feb who sent tracking number. After seeing no tracking updates since Jan and still not having package delivered, I requested a refund. Seller keeps saying shoes are wn route. I have not received them almost 4 months after ordering, and don't need them anymore. I have requested a refund three times. Vendor keeps saying they are in transit. Please help get my money back.

  • Initial Complaint

    Date:03/17/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 order on 6/2/2024 for two pairs of shoes, total was $472 - Received shoes 7/6/2024, but they didn't fit - Company claims to exchange shoes that don't fit - Submitted help form on 7/9/2024 to initiate exchange - On 7/10/2024 received a return label PDF that listed incorrect color and size for exchange shoes - Since the return label PDF listed incorrect color and size for the exchange shoes, I emailed customer service asking when an updated return label would be ready. **************** didn't respond for a month despite me emailing 4 times and calling twice.- On 9/3/2024 customer service confirmed that they won't update the return label PDF and I should use it even though it lists incorrect information. - I shipped shoes to exchange on 9/12/2024 - On 10/8/2024 I was as told by Adelante that exchange shoes would ship in two weeks (10/22/2024)- Pre Shipment information was finally sent to the United States Postal System by 12/5/2024, exchange shoes still not delivered - Received incorrect shoes on 12/26/2024 (exchange ordered green boots in size 7E and brown sandals in size 7E, received brown boots in size 8A and brown sandals in size 7D) - I emailed Adelante about incorrect shoes on 12/26/2024, have heard no response - I called to follow up on incorrect shoes on 1/7/2025, number is no longer in service - I emailed to follow up about incorrect shoes on 1/7/2025, no response - On 2/3/2025 my husband (dumpsterfiregraphics) commented on Adelante's page on Instagram to try to get a response, but company has not responded. Many other people have commented on social media that there are problems with their order but Adelante refuses to respond.

    Customer Answer

    Date: 03/28/2025

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:03/17/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 pair of shoes I received on 2/26 are not as pictured nor do they match the previous pair of the same style I ordered a few years ago. I immediately requested a return and got an automated reply saying they'd get back to me in a few days. I have subsequently reached out several times and we are going on 3 weeks, I think they are trying to wait out the 1 month return window. I would either like a replacement with a corrected pair of shoes or at this point a full refund even though they only do store credit. I've done some digging online and this seems to be a common problem of late. I've worked with this company in the past and they used to have amazing customer service. There is definitely something hinky going on.

    Customer Answer

    Date: 03/28/2025

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:02/05/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 spent over 4 hundred dollars for two pairs of shoes, one of which was returned for another size. That pair also had fit issues even after talking to representatives. Tried to return within return window but was unable to contact anyone from the company to authorize return and get refund. Second pair of shoes ordered was never received but was charged for them. Trying to contact via email is impossible and previous phone number no longer works. Will be happy to return non-fitting shoes upon receiving full refund.

  • Initial Complaint

    Date:01/02/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 women's loafers on October 28, 2024. I received the shoes that were too big, contacted the company and requested an exchange. I was directed to mail back the shoes and upon receipt of the shoes the company would mail out a smaller size. The shoes were received at the warehouse on November 27th at 2:11PM. I expected to receive the replacement shoes or some contact from the company - I have not. I've attempted to contact them through the website on 7 occasions and I receive the generic "we have received your information, we will be in contact within the next few business days" email and have not received any contact, nor have I received my shoes. At this point, I just want a refund for the original order. Order Number #***** I have tracking from the postal annex where I mailed the shoes back.

    Customer Answer

    Date: 01/13/2025

    I have not heard from the business in response to my complaint.  I've attempted contact via email, website and phone approximately 7-10 different occasions.

     

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

Adelante Shoe Co. is NOT a BBB Accredited Business.

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