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:01/11/2024

  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 bought online a pair of shoes from this company. The shoes were very uncomfortable. I wore them for 1-2 hours and had to take them off they hurt my feet so bad. I contacted the company via email and asked what I needed to do for a refund. They told me I could not get a refund because the shoes were worn. I feel like this is bad customer service. If I had told them I just didnt like the shoes they would have given me a refund. But because I worn them and then realized how uncomfortable they were. They refused to give a refund. Order number was# ******

  Business Response

  Date: 01/25/2024

  Thank you for this opportunity to respond to this complaint.  Our return policy is clearly outlined on our website.  We have a 14-day return policy to contact us with any concerns issues with an order. 

  ********************* reach out to our customer service team. She openly admitted in her email ( that was also added to the letter) she wore the shoes and now wanted to return because to her it was not comfortable. Our team responded outlining the policy for returns.  Which we also stated the shoes were eligible providing it met the criteria of being in original condition, unworn and within our 14-day return policy.   

  Per her email she clearly admitted she worn the shoes. She also proceeded to state, "she should have sent them back and not said a word".  We replied to her with that comment that all returns go through a stringent examination with our quality control team if found they have been worn and show wear and tear we would automatically return the shoes. Since she openly admitted this we apologize with our regrets we would be unable to accept the return.  The shoes were not in their original condition and unable to be resold. 

  This is why we denied the return request simple because it did not fall with the criteria of our return policy

  We make every effort to make any situation presented to have a positive outcome. We understand this may not always be the case.

  Sadly with ************ took these steps because she was given the response that did not fit her complaint.

  Thank you,

  Vintage Havana Team

  Customer Answer

  Date: 01/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I am not satisfied with their response because my request for a refund was in their criteria for a return. The shoes were worn for 1-2 hours and did not have any wear what so ever on them. As I stated in my email. ( they were so uncomfortable I had to take them off). Also they completely lied in their response. And said I stated, I should have just returned them and not told that I wore the shoes. I NEVER said that at all. And have the emails to prove it! This company just does not back their products and is not supportive to the consumer that pays good money for a product. And now cannot use it and I have wasted my $ on their terrible products. 
  

  Regards,
  
  *********************

• Initial Complaint

  Date:01/07/2023

  Type:Service or Repair 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 this company and received the wrong pair. I contact by their email upon receiving them. They did respond in a timely matter but after several emails back the response time got longer each time. They have told me there is a slight variation in the shoes that is online that I purchased. This is not the case its 2 completely different shoes. I responded back again that they are not the same and that I want the correct shoe and its been over 24 hrs and they have yet to respond to rectify the situation.