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:12/18/2024

  Type:Product Issues
  Status:

  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 am still attempting to use the store credit I was forced to take after Adelante refused to honor the note I saw at purchase that the items I was purchasing would be eligible for a full refund. After attempting to use the store credit I received instead of a refund, I got an email that the first item I purchased from the website was unavailable. The representative suggested an alternate item, which I accepted. The second item also turned out not to be in stock. I eventually gave up and asked for store credit instead.The item I purchased with that store credit did not fit me correctly. I returned it, with a tracking number. It arrived a day past the return window. I notified them of this issue and asked if it would be a problem. I heard nothing. I hoped they would work with me on this (considering that I had provided them flexibility on my end when the first item I purchased turned out not to be available, and then offered flexibility on my end when the second item offered in replacement ALSO turned out not to be available.) I have heard nothing from Adelante since September. Tracking confirmed the receipt of the shoes I'd returned. I followed up on September 22nd. It is now December 18 and I have heard nothing back. I would appreciate either a 1) return of the shoes that Adelante has not yet exchanged OR 2) an exchange of the received shoes for store credit. As things currently stand, Adelante has stolen my shoes as they have not exchanged them for store credit or returned them, despite numerous attempts at contact on my ******* experience with Adelante has been a miserable ongoing saga since September 2023. I purchased these shoes originally as I appreciate the mission of the organization. I am so disappointed in this company.

  Customer Answer

  Date: 01/02/2025

  I have not heard from the business in response to my complaint. I have already emailed them a few times previously prior to attempting to contact them on BBB. Looks like I'm probably never getting my $100+ shoes back.

• Initial Complaint

  Date:12/01/2024

  Type:Delivery Issues
  Status:

  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.

  On 6/9/24, I purchased a pair of shoes for $155.00 from Adelante Shoe Co.'s website. The shoes are made to order, so I expected the order to take a month or so to complete. On 7/8/24, I got an email saying the shoes had shipped. The **** tracking number was ******************************. After two weeks, the **** tracking still said that a label was created, but wasn't yet in the system. I reached out to Adelante customer service after a couple of weeks asking to check on the status of my order. On 7/31, ****** from Adelante replied and said she would ask for the shoes to be made again. I received a new order number: *****. On 8/31, I got an email saying that this order had shipped. The **** tracking number was ******************************. After a couple of weeks (and still today), the status with **** is "**** awaiting item." I reached back out to Adelante customer service and asked them to look into it. By 10/27, I had not heard a real answer and wrote back again. On 11/1/24, **** from Adelante told me that he was able to "track down" the order and would re-ship it from the **. He told me that I should receive them within a week and that he would send me the tracking info. I still have not received the shoes. I have written to customer service several times since then and cannot get a response.

• Initial Complaint

  Date:10/09/2024

  Type:Product Issues
  Status:

  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.

  Subject: Complaint Regarding Adelante Custom Shoes Dear Better Business Bureau,I am writing to file a formal complaint against Adelante Custom Shoes. Despite multiple attempts to reach the company for a resolution, I have been unsuccessful in receiving any response or *************** of Transaction: August 14, 2024 Delivery of Product: October 3, 2024 Cost: $260 I purchased a custom pair of shoes from Adelante Custom Shoes, but the product I received is extremely heavy, ill-fitting, and painful to wear. I have reached out to the company several times by filling out customer service forms on their website. Additionally, I attempted to contact them via their listed telephone numbers, which are not functioning. I have left my telephone number for a return call, but I have not received any response. In response to Adelante Custom Shoes' customer service online request form. I submitted a picture of the soles to aid in their ************* is highly disappointing and frustrating that a company I trusted for custom products has been completely unresponsive to my attempts at communication. I am seeking assistance from the Better Business Bureau in resolving this matter, as I have not been able to reach the company on my own.I kindly request that the Better Business Bureau intervene and help me obtain a response from Adelante Custom Shoes, as well as a resolution to my issue. Please do not hesitate to contact me via phone or email if additional information is needed.Thank you for your time and assistance.

  Customer Answer

  Date: 10/20/2024

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

• Initial Complaint

  Date:08/16/2024

  Type:Product Issues
  Status:

  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.

  On March 31, 2024 I purchased shoes from Adelante. When they arrived, they did not fit and after some back-and-forth, I was issued a store credit of $313.50. I then went on to purchase a pair of shoes and bag in May using that store credit plus an additional $14.50. On July 14, 2024 I received an email that my order was ready to be shipped. **** still says they are waiting on parcel to arrive as of today, August 16, 2024. Since July 14 I have attempted to get in touch with the company with zero response. 7 emails, 10 phone calls and multiple outreaches using their online chat service. No one responds. Its like they all disappeared. I am looking for my order to arrive or a full refund.

• Initial Complaint

  Date:04/01/2024

  Type:Delivery Issues
  Status:

  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.

  On January 25th, 2024 I ordered shoes from Adelante Shoe Co. and paid the company $143.72 On February 17th, 2024 I reached out asking for an update on my order On February 21st, 2024 they replied apologizing for the delay and stating it will be ready to ship by March 5th, 2024 On March 5th, 2024 they let me know they are still working on the order and that it would ship by March 12th, 2024 On March 13th, 2024 I followed up On March 19th, 2024 I followed up again On March 25th, 2024 I followed up again On April 1st, 2024 I followed up again I have no heard from the business since March 5th, 2024

• Initial Complaint

  Date:03/30/2024

  Type:Service or Repair Issues
  Status:

  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 for three pairs of shoes on 12/17/2023 and was advised the items would ship within three weeks. As of 3/30/2024 the items still have not been delivered. I contacted Adelante Shoe ** on 1/15/2024, 2/5/2024, 2/8/2024, 2/23/2024, and 3/14/2024 requesting status updates only to receive responses that there were supply delays but the order was almost complete and ready to ship or I received no response from Adelante at all. I requested a refund on 3/18/2024 for the order since it was over 3-months since the purchase date but received no response. I requested a refund again on 3/20/2024 and 3/23/2024. Adelante Shoe ** finally responded on 3/28/2024 with more excuses and advised the order shipped on 3/22/2024, but I have yet to receive the order. They did not address my request for a refund. Im not optimistic about the order being delivered or how possible issues will be resolved if it is delivered. The lack of accountability along with the poor customer service ******************** ** has portrayed during this ordeal is astounding. I would caution consumers from purchasing products from this company.

• Initial Complaint

  Date:03/29/2024

  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 from Adelante Shoe Company (Order number *****) on February 23, 2024 and paid $140.00 total for the shoes, with free shipping. I received a message saying they shipped my order on March 2, 2024, but the tracking number they sent just said "pre-shipment, **** awaiting item." I contacted the company on March 13, 2024 asking where my item was and why it still had not been received by ****. I received no response. I contacted again on March 19th. On March 21st, I received a response that said: "I wanted to reach out to you to let you know that unfortunately, we do not have the Meridas you purchased from us during the inventory sale. We are very sorry about this error on our end, but we are hoping to find a solution for you so you can still take advantage of the sale prices. We may have them in Caramel. Would you be interested in this option? Or is there another size or style that would also work for you? Let me know if any questions come to mind, and again, our sincere apologies for the inconvenience we have caused you." I responded on the same day (March 21, 2024), asking for a refund because they do not have the product I purchased, and asking when I can expect that. I received no response, and reached out again on March 26th 2024 asking for the refund and when I can expect that. No response. I have not received the refund. $140 is a lot of money to me. I need that money back so I am reporting this.

  Customer Answer

  Date: 04/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:03/05/2024

  Type:Delivery 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.

  Date of transaction: November 22, 2023 I purchased the boots on November 22, 2023 online. I received a confirmation for the order on November 22, 2023. I emailed on December 23rd to inquire about shipment. I received an email on December 26th with news stating that they had had issues with unexpected material shortage. Then I received an email stating that the boots had been shipped on December 29th. I received the boots on January 3rd. Even though I had a virtual fitting before I ordered the boots they did not fit my ankle. On January 3rd I emailed them stating that I wanted to return them for a refund. I didn't hear back after a week so I called and left a message. On January 15th I got an email asking for what size I needed for an exchange. I emailed back on January 15th stating a different size would not fit. I asked if the lower part of the boot could be stretched. On January 25th I received an email stating the boots could not be stretched. Finally on February 9th I received an email with a return address. I shipped them back and it cost me $39 to return. On February 19th I received a delivery confirmation from the post office. On February 29th I still hadn't received any information so I sent an email stating that I wanted a refund immediately. I got an auto reply immediately after and have not received any correspondence since then.

  Business Response

  Date: 03/15/2024

  Hello ******, 

  We are sorry for the delay in the return process. I do see that you had requested for store credit and this was issued on March 11th. 

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  It has taken many months with many emails and phone calls. I dont want a credit because there are no other shoes I like and Im afraid to order and have to wait months to get them. I would like a refund please. Thank you.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:01/22/2024

  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 purchased from Adelante Shoe Co. on 17 Jan **** (Order Number ***** for $236) The website clearly states that orders can be canceled within 24 hours for a full refund. For several reasons, I decided to cancel the order just a few hours later. any links on the website for returns or help go to a page with no way to contact the company. all phone calls and emails go unanswered. There is a chat feature that I've attempted to use on four different occasions. (17 Jan, 18 Jan, and twice on 19 Jan) with no answer. I'm continually receiving a message that someone will get back to me within 24 hours which hasn't happened. I feel like 5 days is a reasonable amount of time to correspond with a customer, particularly after multiple attempts to reach out to them. I requested a cancelation and a full refund 4 times starting just hours following the original purchase time.

  Business Response

  Date: 02/19/2024

  Hello ***********,

  We apologize for the time it has taken us to reply to your correspondence and inquiries. As of right now, we are receiving an excessive amount of emails; we will respond to them within around a week. Your refund has been processed; we canceled your order on January 26.

  Customer Answer

  Date: 02/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:01/11/2024

  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.

  On or around December 7, I ordered a pair of shoes for my son as a Christmas gift. Was promised shipment within a few weeks. Shoes were over $350. I e-mailed their support account with no response. E-mailed again, and was told that "an unexpected material shortage" created production issues and that they are "waiting for new materials and will let you know when your order is ready". I asked for a refund and stated they should not have sold shoes they knew they did not have the materials to make. They have still not responded to any of my follow up e-mails, nor refunded my money, and my son is out his Christmas gift. This seems to be a shady scam company, as they should not be selling shoes they know they cannot make as they do not have the materials they need to make them.

  Customer Answer

  Date: 01/22/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************