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Business Profile

Retail Shoes

Easy Spirit

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Easy Spirit's headquarters and its corporate-owned locations. To view all corporate locations, see

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Easy Spirit has 14 locations, listed below.

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    Customer Complaints Summary

    • 57 total complaints in the last 3 years.
    • 10 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:02/12/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 purschased shoes on line from Easy Spirit. They didnt fit so I requested a return. At first I was going to do a Happy Return where I could just drop it off at aUPS store but they never sent me a link. For the past week I have emailed asking for a return label and they never sent that either Im totally frustrated and just want to be able to return the shoes and get a refund.

    • Initial Complaint

      Date:02/05/2025

      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.
      Placed an order December 13th for a pair of shoes that were to be a Christmas gift. Christmas came and went. I reached out Jan 1st asking where the item was. I was given a "Oh we are sorry, we will ship them right away. We are reaching out to our warehouse to expedite!" A week later, still no shipping notification. I emailed yet again but I also went to the website, saw the shoes were still in stock etc. I got another reply at that time that the item was a PRE order and wouldn't ship till Feb 3rd. There was nothing anywhere on the website stating this. At this point I was pretty angry, I went back to the site and now suddenly there was a note next to the shoes saying it was a preorder. I asked the recipient if they still wanted the shoes and they did. so we waited....... yet again. Feb 3rd came and went with no shipping notification. I emailed yet again and got a canned reply that they would arrive within 14 days. I replied to that email asking why I hadn't received shipping notification yet. I got another email with the same exact canned reply. I emailed again asking why I had received shipping notification. This time I did NOT receive a reply, I simply received a refund. To say I am angry is an understatement. I waited 2 months for goods I paid for. I did NOT ask for a refund, I wanted the shoes. The shady switcharoo on the site, no shipment, canned replies for 2 months of waiting for the awful customer service from this place is beyond words.

    • Initial Complaint

      Date:01/30/2025

      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 have pictures...and a shoe purchase was a pair of defective shoes..The entire sol fell off..completely off..Tried several customer service numbers..QUOTE must by on their site..and if not..you are out of luck..Customer service does not exist.. Should be replaced..all customer service **** are like a recordings..and will not even listen to me..Store purchased out of buiness..yet the shoes have their name and info..No interest on their part..ZERO I am angrry and out the money..like $70..How can they sell this defective stuff..and get away with it..see pic the entire sole fell off..

      Customer Answer

      Date: 02/23/2025

      Better Business Bureau:

      At this time, I have not been contacted by Easy Spirit regarding complaint ID ********.

      Sincerely,

      *** ****

    • Initial Complaint

      Date:09/06/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 online from this business on June 23, 2024. When I received an email from them confirming the order, it had a "6W" on the order form. I sent them back an email asking what this meant. They said this was the size, I ordered an 8N. I searched the web site for a phone number to call and correct this and found none. So I sent them an email about the wrong size. This was about 20 minutes after I had placed the order. They answered that it was too late and I should have called!! By August, the shoes had not arrived. I sent them messages asking where they were, and they said they were having shipping problems and to be patient. I stopped payment with my credit card, but that company said finally that I had to pay for the shoes I never got. The shoe company then told me to go to the carrier, never telling me who the carrier was or its phone number. So I went to the carrier, my local *** franchise, and they printed out the attached information. They told me the label was created, but the shoes were never sent. I want my money back.

      Business Response

      Date: 09/06/2024

      9/6 we have responded to our customer regarding her order on ticket ******.  We are currently waiting for her response.

      Customer Answer

      Date: 09/09/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

       

      I do not understand what the business is trying to say to me. Therefore, I responded thusly: Thanks for your response. I don't know what a "chargeback" is. Are you saying that if I drop my dispute with the credit card company that you'll issue my refund? Thanks for your prompt response.

       

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 09/12/2024

      Hi there,

      I'd like to apologize for any confusion regarding this matter. There could have been a much better explanation, and resolution.

      To begin, this order was packed to ship to the address provided to us when the order was placed. I see that Shop Pay was used, which automatically assigns the address associated with that account. The customer had some concerns about how the address was displayed, which should have had a better explanation.

      While I can see that the order did indeed ship, based on the lack of milestones, we would have to consider this package as lost once it entered the *** network. By the time our customer support team realized this, and attempted to issue a refund, there was already a chargeback associated with this order. Meaning, the customer contacted their bank to get a refund.

      I see that the bank has since accepted the chargeback as of September 10, 2024. The bank will now be responsible for when the funds will appear back on the original form of payment.

      Our apologies that this process was not as seamless as expected, and should you choose to shop with us again, we are happy to offer you a $25 gift card. If you would like to accept, please let us know and it will be issued. 

      Customer Answer

      Date: 09/14/2024

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:07/29/2024

      Type:Product Issues
      Status:
      Resolved
      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 Easy Spirit. I waited but the shoes were never delivered. I called them and was told they could not give a refund and they would put a claim in with **** 30 minutes later Easy Spirit emails me that the case was closed. Ive called them MULTIPLE times and have been told I need to deal with it with **** *** tells me any refund would have to come from Where I ordered it. Easy Spirit! I ordered and paid for almost 200$ of product and have no product. That seems to sit alright with Easy Spirit. HORRIBLE customer service!!

      Business Response

      Date: 07/30/2024

      7/30 Our customer was refunded in full for order ES-3029976 and an email notification was sent to her 7/29. Ticket # is ****** * ***

      Customer Answer

      Date: 08/04/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is relatively satisfactory to me and the matter has been resolved as much as I think Easy Spirit is willing to do. 
      It took 6 months of aggravation with many many phone calls to both companies. Easy Spirit blamed it on **** *** placing the blame on Easy Spirit. I had to dispute it with my credit card twice where Easy Spirit told them both times that the charge was legitimate. Leaving my credit card company to add my dispute to my credit report and me having to pay all the interest involved with the purchase. If they had accepted Responsibility with my credit card I would have been able to avoid paying all the interest involved. Easy Spirit was not interested in helping in the least until I filed with BBB. Thankfully, BBB is here to help us customers from getting ripped off completely.

      Sincerely,

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



       

    • Initial Complaint

      Date:07/01/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 easy spirit in March. They shipped them by **** Apparently, when I got home from work, my package was stolen. I informed easy spirit and they said that *** stated that the package was delivered and there was nothing that they could do. *** provided a picture of the delivery and it was not a picture of my house, it was a blurry black square, so there was no actual proof of delivery. No refund, no credit, no type of customer service. I have ordered from them for over ***************************************************************************************** with this matter. I am just out of $118.99 and easy spirit did not express any concern for my complaint.

      Business Response

      Date: 07/02/2024

      7/2 Our customer was issued a gift card for the amount of her purchase. An email was sent ticket # is #******.

      Customer Answer

      Date: 07/03/2024

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:06/11/2024

      Type:Product Issues
      Status:
      Answered
      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 ********** Received an email from Happy Returns stating my return was approved on June 4th.It is now nearly one week and the merchant has not refunded my original payment method. I am due a full refund of: $132.52

      Business Response

      Date: 06/11/2024

      Hi there,

      Our returns facility received the return on June 4th, and attempted to issue a refund, but received an error message. Our customer service team also tried to issue the refund today, and also received an error message.

      This customer placed the order using Shop Pay, and upon further investigation had filed a dispute before the return arrived. When there is an open dispute, we will not be able to successfully issue a refund. 

    • Initial Complaint

      Date:05/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 some shoes from Easy Spirit and never received the package. They say the package was delivered to a neighbor and I asked the neighbor only to decline that they received the package. *** says the package was delivered and closed my complaint. I need to contact them to have them reopen the claim. I am not contacting Easy Spirit and then *** after I submitted complaints with both companies.

      Business Response

      Date: 05/07/2024

      5/7/24 We have contacted our customer with pictures of the delivery from *** showing package delivered, we have contacted her by email ticket # ****** which provided proof of delivery along with a picture of the delivery for order number *********** 

      Customer Answer

      Date: 05/07/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      That is not my house and I have gone to the neighbor and she denies receiving any shoes with my name on the box.  I either want another pair of shoes sent to:  ************************************************************* or a refund.

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 05/22/2024

      5/22 Customers inquiry does not identify which order she did not receive.  Our customers most recent order of ********** order date of May 9th, 2024, was refunded in the form of a gift card, which she agreed to on ticket # ******.  Gift card was sent via email on May 7th, 2024.
       

    • Initial Complaint

      Date:04/15/2024

      Type:Delivery Issues
      Status:
      Answered
      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 Feb. 15 I placed an on-line order for a pair of walking shoes using a voucher from a Today Show box that was advertised on the show. I ordered a second pair of shoes that I didn't need to get free shipping (I was unaware that my "free" shoes would incur shipping charges - that was never disclosed anywhere in the process, including on the voucher that came in the box). I received the extra shoes, but the walking shoes still indicated that the item was being prepared for shipment as of Mar. 20. I emailed customer service to find out how long it would be until my shoes shipped. I was told they "were removed from the order due to going out of stock" and that I should call customer service with my Today Show code. I thought I had thrown away the voucher card when I placed the order, but I have since found it. I have tried on different days/occasions to call in. I have waited on hold for several minutes and gotten disconnected at least four times. One time someone answered but he was breaking up. He fixed the connection and I was speaking with him when he disappeared and never came back. The connection was still active. I followed up the email chain again yesterday and got a response to call customer service (again). I was able to connect with a representative today (April 12th). She basically told me that I made a mistake in Feb when placing the order and that the Today Show shoes could not be ordered with other shoes to get free shipping. She could place a re-order for the shoes, but I'd have to give a credit card to pay $9.95 for shipping!!! Again, this was never disclosed ANYWHERE and I was able in Feb to place the voucher in my cart with the other pair of shoes to get "free" shipping. I am so disgusted that I want to cancel the "free" shoes and get reimbursed fair monetary compensation for those shoes. I'm done with Easy Spirit. The rep couldn't have cared less when I said I would be filing a BBB report. There was no offer to make this right.

      Business Response

      Date: 04/30/2024

      4/30 customer has 2 orders with us ********** and **********.  Both orders showed no shipping charges associated with them.  We did apply the discount on order ********** for our customer to receive the $79.00 discount.   We have notified this customer with this information by email, ticket number *******.

      Customer Answer

      Date: 05/05/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I received an e-mail from Easy Spirit on 4/30 asking me to confirm that I was not charged shipping charges on my original order that contained the missing shoes and a new order that they placed for the missing shoes on 4/12 after I unsuccessfully talked to a customer service rep on the phone (referenced in my original complaint).  I replied to the e-mail that I had not been charged shipping on the original order only because I ordered extra shoes that I didn't need to get free shipping.  I was not charged shipping on the new order, either.  However, that order has not been fulfilled - I still do not have the missing shoes!  According to the recent e-mails, that order has now been cancelled due to inventory.  I've attached a copy of the recent e-mails, as well as the new order that was placed by customer service and the status of my orders from my account page on their website. When I look at my account on-line, it just says the April order is unfulfilled (not cancelled).  At this point, I DO NOT WANT THE MISSING SHOES any longer.  My original order was placed in mid-February.  No shoes.  They placed the new order on 4/12.  It's been over 3 weeks and the shoes haven't even shipped and now the order is apparently cancelled.  I am right back to square one where I started - NO SHOES for the voucher that I paid for in February through the Today Show.  I would like a refund in the amount of $79 to close out this complaint. I DO NOT want a store credit, as I am done with Easy Spirit.  I am really disgusted by the inconvenience they have caused me.  Thank you.

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Customer Answer

      Date: 05/24/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Please see the attached recent e-mail exchange with Easy Spirit customer service.  I cannot get the shoes that I purchased the Today Show box to get (advertised on the show).  I do not want to purchase anything else from Easy Spirit.   I won't accept a voucher to buy something else from their website, as I will no longer spend $1 with this company after the way this experience has unfolded.  At minimum this was false advertising and mishandling of my order.   I will gladly accept a check in the mail to compensate me for the value of the missing shoes if they cannot credit my credit card (my credit card number is on file with them because I ordered another pair of shoes in February in order to get free shipping on the shoes I never received).

      Thank you.

       In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 05/29/2024

      5/29 We have placed the order for the item we were out of stock on when she used her voucher.  An email was sent letting the customer know.   Ticket number for the email is #******.

    • Initial Complaint

      Date:03/20/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Easy Spirit has been delaying in rectifying that I was sent the wrong color shoe. It was their own error. Since I reported the error, I have been treated like a chess ****. Made to jump through a series of ridiculous hoops like wanting photos of the shoes before I could send them back. Also being told FALSE information by a "customer service" team, when I think that they are being honest in wanting to fix their mistake. All I get are run-arounds and apologies, but I am still being made to jump through hoops. Why am I being inconvenienced when the problem was caused by Easy Spirit? You will see in the screenshots where I am being told that I could CALL and get assistance with placing my order. Only to then be told on the phone that they can't help me because I have a credit on file. The MOST ridiculous thing--- and it contradicts what I was told IN WRITING, which you will see that in the attached document. So, I was told IN WRITING that after I place my new order (which is really an exchange since they sent me the WRONG COLOR shoes), that Easy Spirit will credit me the price adjustment. Read the words: AFTER YOU PLACE YOUR ORDER, WE WILL ADJUST THE ****** So, when I reached out to say hey, I placed the new order, then "customer service" has the gall to tell me IN WRITING, AFTER THE SHOES HAVE BEEN DELIVERED, we will adjust the price. What the heck is going on here??? Everytime I follow their instructions, I get screwed. I want my shoes and the price adjustment, and I want to be DONE WITH THESE SHYSTERS! THIS IS THE ABSOLUTE WORST SERVICE I HAVE EVER RECEIVED.

      Business Response

      Date: 04/16/2024

      4/16 On April 8th we notified the customer on ticket # #****** the following information. 

      Thank you for contacting Easy Spirit regarding order number ********** and **********. 
       
      We have refunded in full order ********** on 3/18/24 as shown below.
       
      $64.81 went back to your gift card.
      $10.55 went back to your **** Card 
       
      In addition, we do show the new order ********** you placed on March 18th and have made the price adjustment of $8.11 back to your **** Card 
       
      Please allow 3 - 5 business days for the credit to appear, this will depend on your financial institution. 

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