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Business Profile

Wholesale Shoes

Sam Edelman

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Shoes.

Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 5 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:03/21/2023

    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.
    I bought a pair of shoes from Sam Edelman onnOct 9, 2022 (online). They were described as being made of leather, which is why I bought them. They were fine until about 2 weeks ago when I noticed they were starting to split at the seam. I took them to be repaired and was told that they are made of synthetic material, NOT real leather. I brought these concerns to the Sam Edelman customer service representative online (****), who told me to return the defective product. If they decide it is defective, they will refund the money. The concern about false advertising was not addressed. I have asked for a refund and for them to address the false advertising twice, with no response.

    Business Response

    Date: 03/21/2023

    Refunding back to the original form of payment

  • Initial Complaint

    Date:02/09/2023

    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.
    I had reached out to Sam Edelman shoes on October 22, 2022 online in regards to 2 pair of $75 shoes that was purchased at Saks. I wasn't getting wear out of them due to the slit being in the metal bar that the strap was to go through which causes an unsettling feeling when worn because the strap makes its way through the slit in the metal bar (buckle) loosening up around the ankle leaving no support, making it unsafe to walk in the shoes. Both pair of shoes are the same just a different colors. I wanted Sam Edelman to see if they could repair the shoes, this is why I spent $50 via **** to ship them to **********.After continuous follow-up, I was told that I would receive a $40 check to have my shoes repaired. I had to follow-up again to see when I should expect my shoes because I had not received them, I was then told I wouldn't get my shoes back and that the $40 was for $20 per pair of shoes. I told them I did not consent to this and I wanted my shoes back. I advised I paid $50 to get my shoes to them, each pair cost $75 and I want them back.. I told them that I could see if a local shop could do something for my shoes before letting them get rid of them for $20. So now, Sam Edelman has not replied to me since the beginning of January, I have not received a check for my shoes which I rally want them back and I'm out of $50. I did notice in one of their replies to me they stated that my shoes arrived without a receipt and they were worn. However, both pair of shoes were in a brand new looking Sam Edelman boxes to which they were the originals and they were hardly worn, I took pictures just before shipping the shoes and I have them to upload. If they can't produce my shoes in the condition that I sent them I want $75 per pair and my $50 shipping totaling $200, they had no right to get rid of my shoes without my consent. These shoes don't come cheap this was a Saks purchase. I have uploaded our conversations and pictures of my shoes. Thanks in Advance!

    Business Response

    Date: 02/09/2023

    Our warehouse is currently working on refunding this customer in the form of a refund check for the shoes that were returned.

     

     

  • Initial Complaint

    Date:12/21/2022

    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.
    I paid for an order in the amount of $136.40. Order ************. I paid with PayPal. I have been charged Sam Edelman will not refund me. I want. Refund immediately. They must cancel with PayPal. They will not

    Business Response

    Date: 12/22/2022

    The customer's order was declined in our system and customer reported that they still had a pending authorization on their PayPal account. We partnered with another department to look into the issue and we were able to void the PayPal authorization. The should reflect on the customer's PayPal account as well. 

  • Initial Complaint

    Date:12/19/2022

    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.
    I bought a pair of shoes on ************************** on 11/15/2022, the fee is $57.20, and the Order Number: ************. The company provided a free return shipping label. I returned it by ****** The tracking number is ************. But the package was damaged by ****** ***** refused to compensate me because they said the contract of the shipping label stating Sam Edelman agreed not to file claims resulting from transportation services provided by ******Sam Edelman also refused to refund me. I ask Sam Edelman to refund my $57.20.

    Business Response

    Date: 12/20/2022

    Hello All,

     

    We have fully refunded $57.20 to our customer *********** for his order#************ as of today Tuesday, December 20, 2022.

     

    Thank you

  • Initial Complaint

    Date:11/17/2022

    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 was informed and am now very aware of the stores return policy considering it being final sales. But with this being and online purchase and noticing that they have the item needed in-stock with my correct size, I requested that I be able to make just an exchange from the size purchased, to a smaller size. Not knowing that this **** runs so large and there is no location for me to try them on, I went with the advice from online reviews to guess my correct size. The shoes were just delivered to me days ago. I have not worn them, there is absolutely no damage to them and I am not asking for my money back. I simply wanted to exchange for my correct size. The policy is extremely rigid for online purchases and I find it to be deciving for the consumer. All that I was hoping for is the same shoe and right size and some consideration or flexibility since it is an online purchase and no way to go inside of a brick and mortar in my area.

    Business Response

    Date: 11/17/2022

    This customer was advised that final sale items are not eligible for return or exchange if the issue is due to fit or not liking the product. 

    We also explained to the customer the reason for final sale items are that:

    We are cleaning out inventory and final sale items cannot be returned due to this reason.

    Since the item is final sale the warehouse will reject the return.

     

     

  • Initial Complaint

    Date:10/24/2022

    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 recently bought a pair of tennis shoes (Sam Edelman)from Dillards in ************ **. I wore them once, the black velvet on the tongue dyed my foot black and the metal eyelets that shoestring feeds through came off on 4 places. I called Sam Edelman, the employee sent me a return label for Sam Edelman return, I shipped them and called 4 times, different story each time. The last time I called I was told they were in the warehouse for damage and I should not have shipped them there, the employee told me the wrong info. Then I was told to send email, proof of purchase and tracking number to a certain email and they would refund my money. I typed all of this info with all proof of purchase then got email back blocked for that address. All I want is a refund it has become a full time job trying to get that.

    Business Response

    Date: 10/25/2022

    Tell us why here...We have reviewed our records of customer contact and we will refund customer for purchased item, once we have the receipt information to properly refund for correct item/amount.

    Customer Answer

    Date: 11/14/2022

    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:08/18/2022

    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 am filing a complaint to have my residential home address removed from the Sam Edelman mailing list. I continue to still receive catalogs after I requested my mailing address be removed. I called the Sam Edelman call center (located in *********, **) and spoke with a representative who said she could not find my name and address in the system. This representative then became belligerent and angry over the phone because I asked if she was sure she couldn't find my information and hung up on me. I called back and asked to speak to a supervisor at this same call center. The supervisor was short and quickly took my name and address, said he couldn't find me in the system and abruptly ended the call. I am still receiving catalogs that I wish not to receive.

    Business Response

    Date: 08/18/2022

    After further review, The last call we have on file with the customer is on Feb. ******* and it does not state/mention any request to be remove  from our mailing list. We have now submitted the request to have them remove from our  mailing list.


    Customer Answer

    Date: 08/19/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. I did call and ask to be removed from the mailing list. The customer service representative was very angry and hung the phone up on me in your *********, ** call center. However, I will continue to monitor my mail to ensure I am permanently removed, this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

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



     

Sam Edelman is NOT a BBB Accredited Business.

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