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:06/12/2025

  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 ordered 2 pairs of shoes ************************************************************************************************************ transit. No idea where it is or anything helpful just in transit. The more I read reviews, their website and their policies, I'm really think the company is just a scam. The website says have a 30 day guarantee so you can try the shoes but the return policy says they only accept shoes back if they are never worn and still have the tags on, rather contradictory. I just want a refund so I can go buy shoes from an actual store instead of waiting on some that may never show.

• Initial Complaint

  Date:04/17/2025

  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.

  I ordered shoes from the website and have not received them. It was the 50% off sale. I have not received any emails or tracking information and my credit card has already been charged $174.09 CDN would like a full refund

  Business Response

  Date: 05/21/2025

  To whom it may concern,

  We are very sorry for any delays in our response but please know that we have interacted with this customer and have sent relevant information despite his claim of no communication. I have attached as well the customer interaction with our agent as well as proof of the Shipping Confirmation Email that we have sent over to the customers email address on file to assure that he is able to keep track of the shipments progress. If customer would need further assistance despite the order being marked as delivered, they are more than welcome to send us an email at **********************************************************

   

  Best Regards,

  Gatsbyshoes Team

• Initial Complaint

  Date:03/20/2025

  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 2 pairs of shoes on March 8th 2025. I also purchased their "*********** Return or Exchange Policy for $2.98" extra. (See Invoice). The shoes arrived and are of terrible quality and are cheap fake leather. Of course I start a return and am notified of a 10% restocking fee even though I paid extra for the *********** Return. I emailed customer service about the obvious mistake but was informed that the fee will apply regardless. There are so many BBB complaints about this SCAM of a company as well as negative reviews, how are you allowing them to still operate. They are stealing from hard working Americans every day.

  Business Response

  Date: 03/21/2025

  A 10% restocking fee will be applied to every return to cover the costs associated with processing returns and restocking inventory while the Free & Easy Return Service is for the customer to generate a shipping label for only $2.98 as this normally cost $8-$10 if they ship on their own.

  We want to emphasize that our policies are prominently displayed on our website at *****************************************************, and we encourage all customers to review them thoroughly before making a purchase. This ensures clarity and transparency regarding procedures in the event of any issues the order. Additionally, the details about the said fee is disclosed during checkout.

  We strive to provide a seamless shopping experience, and understanding our policies beforehand can help mitigate any misunderstandings.

• Initial Complaint

  Date:02/19/2025

  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 order two pairs of shoes from Gatsby Shoes two months ago. They have a number to call, but its simply setup to receive a call and then direct the ******* to contact them via email. Each time I have emailed (i.e. 4 times) they have only extended their apologies and assured me that the items were on the way.

  Business Response

  Date: 02/21/2025

  Due to the customer's poor experience we have issued the customer a full refund. The order is still in transit, however there is limited tracking data available, and as such we want to provide a positive experience for the customer. 
  
  If the customer receives their order, they are free to keep this as a gesture of good will from us, and keep their refund.
  
  We hope this resolves the issues for the customer.
  
  All the best,
  ******************** Shoes

  Customer Answer

  Date: 02/21/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:12/09/2024

  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.

  J ai pass une commande depuis le 22 novembre. ********** aucun retour a part une confirmation avec un numero d achat. J ecris a la compagnie et il me rponde qu il cherche ma comamnde, mais ne la trouve pas. # semaines plus tard ******* toujours pas de retour de cette compagnie et ******* pas recu les souliers. Est ce que cette compagnie est frauduleuse ?

  BBB used French to English translator:

  I placed an order since November 22. I have not received any feedback other than a confirmation with a purchase number. I wrote to the company and they replied that they were looking for my order, but could not find it. # weeks later I still have not heard back from this company and I have not received the shoes. Is this company fraudulent?

  Business Response

  Date: 02/25/2025

  To whom it may concern,
  
  We have thoroughly reviewed this matter and can confirm that the customers order was fulfilled and shipped out on November 25, 2024, with tracking number SYZZ026772595. However, per our records, the order was fully refunded on December 20, 2024.
  
  At no point was the customer charged for undelivered goods, and we have acted in good faith by processing the refund despite the order being fulfilled. Any misunderstanding regarding the status of the order may have been due to delays in communication or tracking updates.
  
  If the customer still has any concerns, we are more than happy to assist further.

   

  Best Regards,

  Gatsbyshoes

  Customer Answer

  Date: 03/04/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:10/28/2024

  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.

  I have been waiting for a refund from the company for shoes which have been returned to their warehouse since August 28, 2024. Everytime I try to get assistance from their support I get what appears to be an auto generated response email saying that returns take 1-2 weeks process after the shoes are received at their warehouse. I have sent numerous emails with only a few being answered with the same reply.

  Business Response

  Date: 10/29/2024

  In regard to the customer's complain, upon verifying with the fulfilment team, they already issued a refund for this return. We advise customer to check with his bank for the refund issued.

  Customer Answer

  Date: 11/01/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:08/29/2024

  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.

  On about 16 July 2024 I purchased a pair of shoes from the company. I received the shoes on 25 July 2024. The shoes size is very small compared to every other shoe I have ever bought. The company advertises a 30 day money back guarantee. I tried to return the shoes on 31 July 2024 by going through the company's website return process however, it did not work. I have tried to initiate the return process through the link advised below however, when I get to the 'Why are you returning this item?' page, I go through the links (and I have tried all the different options) however, after I click 'save exchange selection' after selecting the replacement size nothing happens; and if I close the screen my only option is to restart the process and it becomes an endless cycle. If I try to simply return the product and get a refund, I get an endless 'loading' screen. I emailed the company's support team with screenshots showing the issue with the website. Their response was 'we can't help you, try again on the website and send us a video of the issues'. When I tried again, which I did not get a chance to do until 27 August, the website still did not work and now we are outside 30 days from the date I received the shoes the company is refusing to take the shoes back.

  Business Response

  Date: 08/29/2024

  The customer complain is not valid as our team did our best to assist him with his issue. We asked him to send us a video of the issue that he is experiencing while trying to make the return, so we can forward to our fulfillment team Last July 31, 2024, but the customer did not respond after that, He only responded July 26, 2024 which is almost a month after our last response to his message. Customer is well aware that we only allow 30 days to return the order. We never failed to give him the necessary information on how to return the order. 

  Customer Answer

  Date: 09/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22212585
  
  I am rejecting this response because: They state: "we did our best to assist him with his issue." No they did not. When their website failed and they were notified, they could have provided another means for returning the shoes, such as by email. Instead they said 'try again and video it'.  

  They also state: "We asked him to send us a video of the issue that he is experiencing while trying to make the return". Again, they did nothing to 'try to make the return'. I tried and within the 30 day guarantee period. That my final attempt to return the shoes was outside the 30 days is irrelevant where I had already tried in time, they declined to provide a reasonable means to return the shoes, instead they unreasonably required me to take additional steps (that is, videoing how their website fails despite having already been provided with screenshots - which has nothing to do with them trying to assist me with the return, rather, just delayed my ability to return the shoes).   

  My complaint remains the same: they have not honoured the 30 days guarantee they advertised. I have attached the complete email chain between Gatsby and I.
  
  Regards,
  
  *************************

  Business Response

  Date: 09/04/2024

  The customer complain is not valid as the reason why we asked him to send a video is for us to check what the issue he is experiencing so we can check it ourselves, but he never responded to our email nor let us know what the issue is, we need to see the issue so we can provide him the next instruction, but customer never emailed us and waited after almost a month to email us again, the customer had a lot of time to email us the issue but he never reached out to us again. 

  Customer Answer

  Date: 09/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22212585
  
  I am rejecting this response because: I provided an explanation of the issue and screenshots of their website showing the issue with the initial email requesting the return of the shoes. Gatsby's position that I did not again explain the issue is irrelevant. I had already told them the issue. How many times do they require an explanation before they honour their guarantee? 
  
  Regards,
  
  *************************

  Business Response

  Date: 09/05/2024

  The customer complain is not valid because we clearly asked customer to refresh the browser and to inform us if he is still having the same issue and forward us a video so we can forward the issue to our fulfillment team, but customer never responded back, instead he waited up to 30 days before responding, if he did have an issue, he would have responded to us the next day, but there is no response, please see attached email communication from between us and the customer, our last email was sent July ******* but customer responded August 26, 2024

  Customer Answer

  Date: 09/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22212585
  
  I am rejecting this response because: I am rejecting this response because: their position is nonsense and they should stop exaggerating their timeline. The shoes arrived on 25 July. I emailed Gatsby on 30 July advising of an issue with the shoes and asked how to return them (5 days after receiving the shoes). Later on the 30th they advised to lodge the return their their website. I tried several times on the 31 July to process the return on their website (6 days after receiving he shoes). The website failed each time. I then emailed Gatsby informing them of the issue and I requested again how to return the shoes (still 31 July, being 6 days after the shoes were received). They said try again and video it. I did not have the time at the time to video and re-explain the issues they were having with their website - I often work away. I had told them twice within 6 days of receiving the shoes that I wanted to return them. They essentially rejected my claim by asking me to use a method which they knew or ought reasonably to have known did not work. My next and final attempt to return the shoes was on 27 August - being 33 days after I received the shoes, and only 27 days after I had last asked them to return the shoes. I'm not interested in another response from Gatsby unless it is 'sorry for the inconvenience, we will accept the shoes for return and refund the money to you.'
  
  Regards,
  
  *************************

  Business Response

  Date: 09/06/2024

  The customer complain is not valid, because, if he truly didn't have time to video the issue, he should have informed us right away or responded to our email which I believe won't take him time to inform us,  but again, customer never responsed to our email and only responded almost 30 days after we asked him to send us a video showing the issue. 

• Initial Complaint

  Date:07/11/2024

  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.

  I ordered shoes and a shirt from Gatsby and when it came in my 3XL shirt was more like a medium it’s a joke! And my shoes weren’t at all like the picture of the shoes that I ordered. Then to send back their CRAP I had to pay shipping and they charge me a 10% restocking fee!! Plus it’s been 2 weeks since I sent their crap back and not a single word from them much less the $108.00 that they owe me!!! I call the phone number and it tells me to go back to their site which just tries to sell me more of their crappy shoes!! This place is definitely a scam 100%

  Business Response

  Date: 07/11/2024

  In regard to Customer's Concern, we just check his return and this is still not delivered in our warehouse,  here is the tracking link for his return *************************068&trkqual=12027~*********068~FDEG this is still in transit. We will process the refund once the return has been received and inspected. Customer can also email us for a follow up via [email protected]

• Initial Complaint

  Date:06/25/2024

  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.

  Terrible product quality and customer support.
  
  I bought two pairs of their leather wide fit shoes (black and brown). I’ve worn the black pair about 15 times in the space of three months and the heel/sole have fallen apart. I like the fit and look for the shoe and expected them to acknowledge the defect and send a replacement pair. Alas they quoted me a 30 day returns policy and refused to replace or refund them.
  
  I can only think this is a scam, whereby they sell poor quality shoes in the knowledge they will fail. The response from *** Cortez mirrors the company response below. They seem to think getting passed the 30 day returns policy vindicates them from any duty of care to the consumer. These shoes were £60 ($75) each and obviously should last more than a few months, being worn 1-2 times per week. They are selling poor products and banking the cash of all those who don’t discover their defects within 30 days. It’s a scam….. please address it.
  
  I can forward the email chain with ***, if useful.

  Business Response

  Date: 06/26/2024

  In regard to customer's concern, we would like to kindly remind customer that our company's refund policy allows customers a 30-day window to request a replacement or refund, with a a 30-day extension. This policy is accessible on our website and was agreed upon by the customer when placing the order. As it has been over 90 days since customer's purchase, customer is no longer eligible for a refund or replacement under the stated policy, additionally this refund request is only applicable if the shoes has not been used nor worn however, customer has worn the shoes for the past 3 months.The policy can viewed via ****************

• Initial Complaint

  Date:06/21/2024

  Type:Sales and Advertising 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.

  Non stop unwanted text messages to my cell phone.

  Business Response

  Date: 06/22/2024

  In regard to customer's concern, I have informed our technical team to remove his number and email from our Marketing offers. We apologize for the inconvenience,.