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:08/17/2023

  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.

  I originally Ordered shoes on May 19th, 2023 The shoes have not arrived as of today August 17th, 2023 Here is an email from August 8th from Adelante Shoe Company.We hope you are well! We wanted to reach out to you to let you know that your order was on it's way to be delivered, but *** informed us they made an error and it was being shipped to the wrong address. However, they caught this in time and requested for the package to be sent back to *****, where they will create a new shipping label and resend it to the **rrect address.I received an email today (August 17th, 2023) from Adelante Shoe ** that mentioned they show delivery of the shoe on August 9th.When I type in the tracking number they provided 1Z850A77YW39802673, this is the message from ***:Your shipment 1Z850A77YW39802673 Delivered On Wednesday, August 09 at 12:09 P.M. at Packaged delivered to original sender Adelante Shoe *** has had the shoes since August 9th.I keep getting the run-around from this **mpany with no end in sight. Keep in mind the shoe originally was to de delivered within 4 weeks from may 19th.Please help.

• Initial Complaint

  Date:07/18/2023

  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.

  My order is a month late, and customer service isnt doing anything to help. Order #*****.

  Customer Answer

  Date: 07/29/2023

  [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:02/27/2023

  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.

  My husband picked out this company for custom made boots for my birthday to replace my 15 year old boots. After strong deliberation, I picked the Reinas. I ordered them on 01/30/2023. All seemed well, and I followed all of the instructions. After 4 weeks, they arrived and were too wide in the feet and mildly too big around the calf. They have you take a picture of your feet on standard printer paper and then measure your calf. So, two of the measurements were their calculations, not mine.I talked to customer service, and new boots were ordered. They arrived, and they continued to be too wide around the ankles with my heel slipping constantly. After much back and forth it was determined that there was no fix. They do not offer refunds for this shoe, and they are $395. They will only offer store credit. Please know, by custom made shoes they only mean 3 measurements, and there is no fix if you have athletic calves but slender ankles. I was ultimately blamed since I should have known the policy, but who would have thought that custom made shoes wouldnt fit? I understand their mission for Guatemalans, but this just feels like they took my money and ran. Their inventory isnt huge, and I repeatedly told them I just wanted my money back. I posted a review on their website, and they have hidden it. It is crucial for potential customers to understand that custom made boots may not fit with their model. I also believe they are disingenuous as they havent registered with ****** and have de-activated their reviews on *********

  Customer Answer

  Date: 03/10/2023

  I went back and forth with this company and they continued to only offer a store credit despite me telling them that they do not have any inventory that I would want to buy. Furthermore, I have no faith that any other custom shoes that are only custom to 3 measurements would ever actually fit me. I even offered to donate money to a 501c3 instead if they would just give me my money back. I did inform them that if they did not refund my money that I would be forced to file a complaint as other consumers should be aware. Furthermore, they have scrubbed the internet of any negative reviews, do not have a registered ****** business or ability to leave reviews on ********* They are intentionally deceptive in my opinion, and they try to layer on guilt all in the name of ***********. If they really cared, they would actually have a nonprofit also associated with them.

  Business Response

  Date: 03/13/2023

  Thank you for your message! Regarding your request to return for a refund, you can see on our public Returns Policy page that we exclusively offer returns for store credit (110% of the purchase price) or exchanges.

  Customer Answer

  Date: 03/17/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  

  As I previously stated, I did try to resolve this issue with Adelante before filing a formal complaint. The store credit is also what the company offered me, despite me telling them that there is nothing in their inventory that I want. They do not have a large enough inventory for this solution to be satisfactory. As I also previously stated, they are not transparent about their custom made shoes possibly not fitting, and they tightly manage any negative reviews so that customers cannot possibly imagine that custom made shoes would not fit. I am all for a sustainable business model for developing countries, but they are being disingenuous without having a 501c3 for charity donations. It is not reasonable for the average consumer to feel so much guilt and essentially give Adelante money with no product in return as the average consumer could not possibly imagine that custom made shoes could not be made to fit. Furthermore, this leaves me with less confidence that I could even find a shoe that would fit, thus also making me not want to use the store credit they gave me. They have their shoes back. I just want my money back so I can find some shoes I like, that actually fit and wont five me blisters.
  

  
  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,

  Lucia

   

   

• Initial Complaint

  Date:12/20/2022

  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.

  I purchased a pair of custom boots from Adelante Shoe Co. on November 3rd. They were shipped from Adelante on November 3rd and I received them on December 1. Upon receiving/trying on the boots I found they did not fit and I went to the website to process a return on Dec 6th. When i received no response about the return, I also emailed their support email ************************************* to notify them that I needed to return the shoes on Dec 8th. Their return policy states that shoes must be returned within 30 days and can only be returned for store credit. While they responded to the email they have still not provided return instructions nor a return mailing label. I contacted them directly again on Dec 12, Dec 14 & again today Dec 20. They have not replied to my two most recent emails one of which stated that I would report them to the BBB if I did not receive the returns label/instructions. It seems clear that they are dragging their feet so that this order will be outside the 30 day window and they wont need to accept the return. People doing business with this company should be warned. While they have a return policy they are making it impossible to actually return the shoes.

  Business Response

  Date: 12/22/2022

  Thank you for your message! We are sorry if communication has not been as quick as we normally have it the rest of the year but during December and January we do have a high volume of emails and we advise customers to expect a reply within ***** hours. 

  You comunicated with us about wanting a return on the 6th of December, twelve days after you received your order so, as we said on the 8th in an email reply to you, we were more than happy to assist you with a return. You communicated with us within the 30 day return window so that is enough for us to process that for you. We then needed to figure out the type of return you needed and regardless of the time that took, your return had already been approved. 

   

  We were in communication back and forth with you on the 12th and 14th. Your last email to us was on the 16th to request a return label which we have already sent your way.