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Business Profile

Shoes

Gatsbyshoes LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Shoes.

Complaints

Customer Complaints Summary

  • 204 total complaints in the last 3 years.
  • 8 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:12/01/2022

    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 ordered a pair of shoes through their website. I received the shoes 2 approximately 2 week later. They were too large, and also, in my estimation, poorly made. I have tried to return them. The advertise that it's easy to return their product. Not true. Among the things they require is an order number, which they did not provide. It did not come in an email, text, or with the package. I reached out to them via their online customer service email portal, stating that I wanted to return the shoes and needed the order number. Their reply specified that I needed to provide the information about the shoes, size and model, my name, address and the order number. After several emails back and forth I was told that they could not find my order. I gave them my name again, as it would have been provided in the order. The finally provided me with the tracking number so that I could "track my package." I replied that I had the shoes and wanted to return them. The response went back to what I needed to do to return the shoes. I then tried to call the number provided as the 24/7 customer service number on the website. I reached a recording that stated if I needed further assistance to use the customer service email address. BTW, I did note that the package originated in China.

    Business Response

    Date: 12/02/2022

    The customer complain is invalid as a confirmation email was sent to customer with the order number when the order was placed. The return instruction also stated that if customer cannot provide the order number, customer can just write the name on the return, this was stated in the return instruction. Unfortunately customer failed to read the instruction well. All necessary information for return was already provided to the customer. We require necessary information as most of our customers do not write the correct name or the order number used in the order hence the reason most returns for exchanges or refunds are delayed. We advise customer to read the entire instruction for returns. 

    Customer Answer

    Date: 12/12/2022

    I did NOT receive a confirmation email when the order was placed. Their return policy clearly states that the order number must be provided to them prior to returning the shoes. I made numerous attempts to obtain the order number from them without success. I was actually rold more than once that they had no record of my order.I can provide the series of emails separately. I need to do that from my laptop. This company remains difficult to deal with.





    Business Response

    Date: 12/14/2022

    We have checked our communication with Customer and we sent her an order confirmation with the order on her email ******@gmail.com last November 1. it is also stated in our email for return if customer does not have the order number, the name used in the order can be written in the return package.

    Customer Answer

    Date: 12/16/2022

    I accept the business's response to resolve this complaint. I now understand that they sent the receipt of the order to an email address I do not actively use. I'm unsure how they got that email address to sent the order information to. I always use ******@yahoo.com for my online order. The address they sent it to, ******@gmail.com, is linked to my Google and other online accounts. It's possible that it was automatically sent to them. It's also possible that I mistakenly mistyped the address.

    Regardless of how they got this address, I was operating on the belief that they did not send me a receipt for my order. In my efforts to obtain the information I needed to confirm that I could successfully return the item, I continually received the same information, none of which addressed my concerns about whether they would receive my return. At one point I was even told that they could not find my order. I am attaching email correspondence with the Gatsby Customer Service department.

    I am thankful that I now have an order number. It was unclear to me that I could return the shoes without the order number. Additionally, since I did not have a receipt and they communicated that they could not find my order, I was hesitant to return the shoes, not knowing whether I would receive a refund.

    I am now confident that I can return the shoes and am putting them in the mail today. Since I'm right at the 30 day return requirement, I'd like assurances that they will accept my return and refund the money.


  • Initial Complaint

    Date:12/01/2022

    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 two pairs of shoes on 11/5/2022. They arrived right before we left for holiday vacation so I set them aside until we returned on 11/30/2022. I went to try on the shoes for the first time and when I tied one of the pairs, the leather ripped. I sent an email to [email protected] to request a refund for both pairs due to this faulty product. They replied back on 12/01/2022 that they do not refund due to damage caused by usage. I understand their policy but it does not apply to my situation as this was a try on for fit, not usage. I replied back stating this on 12/01/2022 as well and am awaiting reply.

    Business Response

    Date: 12/01/2022

    In regards to Customer Concern, unfortunately we do not refund/replace products that are damaged due to usage. Please refer to our return/replacement policy via  https://gatsbyshoes.co/pages/refund-policy

    Customer Answer

    Date: 12/02/2022

    I am rejecting this response because: the business is giving me the same answer but not addressing my issue as it does not fall under their reasoning. 
  • Initial Complaint

    Date:11/29/2022

    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 ordered shoes, received them, they don't fit, tried to initiate a return and there is no response to email, online form, and phone number provided has an automatic message to use website. No way to return product.

    Business Response

    Date: 12/01/2022

    The customer complain is invalid as we have responded to all her emails with the return instruction. We advise to check the spam folder as it may have been sent there our responses.

    Customer Answer

    Date: 12/09/2022

    [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



    Complaint: ********



    I am rejecting this response because: Since their emails went to Spam and their response was "check your Spam", I didn't see their responses. Now that I do, their reply says they won't process returns more than 30 days after the order was placed. If I send the shoes back now, will I get a refund? I ordered them 10/31/2022.



    Regards,



    *** *******

    Business Response

    Date: 12/11/2022

    For returns, please do check our policy h***************************************** If your order is past the 30 days alloted time we cannot do anymore exchanges.The 30 days start on the day the order was delivered.

  • Initial Complaint

    Date:11/28/2022

    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'm trying to change the shoes for another size. So far no response to return effort. Got no response to messages sent.

    Business Response

    Date: 11/29/2022

    The customer complain is invalid as we have responded to all her emails giving the return instruction. We advise to check her spam folder as it may have been sent there.

  • Initial Complaint

    Date:11/23/2022

    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 ordered a pair of shoes and have not received anything. I have tried to call them but nobody answers your call.

    Business Response

    Date: 11/24/2022

    We have responded to customers concern and provided her the tracking information for her order.

    Customer Answer

    Date: 12/05/2022

    BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:


    ***** ************** ****** ********Gatsbyshoes LLCDec 5, 2022 11:56 AM

  • Initial Complaint

    Date:11/21/2022

    Type:Delivery 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 have ordered this pair of shoes last November 5th and my credit card has already been charged but up to now I haven’t received any updates since the date of purchased. I have emailed them multiple times but they have not responded to any of them.
    Order #gatsbyshoes****** confirmed
    Oxford Derby™ Orthopedic Leather Shoes - Black / 6 / Normal

    Quantity: 1
    Total: $64.99
    Discount (code: 20Off): $-12.99
    Subtotal: $52.00
    Shipping: $4.95
    Total: $56.95

    Business Response

    Date: 11/22/2022

    The customer complain is invalid as this order has been shipped. We are already in contact with the customer for this order.

    Customer Answer

    Date: 11/22/2022

    I haven’t received any form of responses from the company. They haven’t provided any shipment details or tracking number for my purchase.

    Business Response

    Date: 11/29/2022

    Customer complain is invalid as customer has been updated from time to time about her order being shipped and all her emails are being responded to.

    Customer Answer

    Date: 11/30/2022

    This is the one and only response I got from the business since November 5th and as it shows it was only shipped November 26th from China so I don’t have any clue as to who they’re sending updates to but definitely it’s not sent to me, but if they can show proof then show it like I said before for their credibility’s sake. And just an fyi the shoes hasn’t arrived yet as we speak.

  • Initial Complaint

    Date:11/19/2022

    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.
    Yes, on or about October 28th, 2022, I had purchased 3 pairs of shoes from the subject vendor apparently based out of OH, but the package was delayed and had seemed to come from International shipping?!?! This vendor also advertises or indicates no hassle easy returns, however has customers pay for return shipping. These items are inferior products and not the quality as described and were promptly returned with returning tracking which has been confirmed. We are seeking reimbursement for the items pending return at this time $155.98, plus the return postage of $26.85, reference return tracking number: ********************** USPS service, thank youl

    Business Response

    Date: 11/22/2022

    Thank you for reaching out to us. For returns,please allow 1-2 weeks for the processing and inspection of your shoes in our warehouse. Our fulfillment team will email you once your return is ready for refund/replacement.

    Customer Answer

    Date: 11/22/2022

    I am rejecting this response because: the shoes or product have already been returned, and this business's response is simply rhetorical in nature and isn't constructive to the partial credit already indicated by the business.  Wherefore demand for full reimbursement plus return postage is hereby requested.  And my bank has now been additionally notified and alerted to this transaction.  Thanks

    Business Response

    Date: 11/22/2022

    We will respond to the bank dispute as there is nothing we can do anymore if there is an open dispute. We will provide all necessary documents to the bank for the dispute.

    Customer Answer

    Date: 11/23/2022


    I am rejecting this response because: 

    The subject business has the same opportunity to resolve this matter here as well as responding to the bank inquiry to which they've been duly informed that unless full refund and return postage are reimbursed to help satisfy this complaint. 

    The quality is misrepresented to include the indication of ease of any returns.  Wherefore, full reimbursement of initial order to include return postage is hereby demanded, as this matter will only continue to escalate further to both Consumer Affairs and Attorney General's office.

  • Initial Complaint

    Date:11/19/2022

    Type:Product Issues
    Status:
    UnresolvedMore 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.
    They sent the wrong size and want ME to pay for shipping back. Many others complaining about the same issues.
    I shouldn't have to pay for their mistake. The shoes themselves are flimsy and of poor material.

    Business Response

    Date: 11/22/2022

    Customer complain is invalid as the right size was sent to him. If he is not happy with the sizing, he can return the shoes for a refund. Here is the return policy https://gatsbyshoes.co/pages/refund-policy

     

    Customer Answer

    Date: 11/22/2022

    I am rejecting this response because: the wrong size was sent and they should pay for shipping as it's their mistake. Attached is a picture of the size of the shoe displaying 43 which is 9 US and not 8.5 which I ordered. 

    Business Response

    Date: 11/22/2022

    We have provided proof to the customer that we have sent the right size, customer is insisting that we did not even with the proof shown. Please return the shoes within our 30 days return policy, otherwise, we won't accept the returns anymore.

    Customer Answer

    Date: 11/23/2022

    [If
    I am rejecting this response because: I submitted proof of the actual shoes received showing very clearly that the size is incorrect. Any ethical organization would fix their mistakes at their own costs and not the costs of the consumer when the consumer is correct.
  • Initial Complaint

    Date:11/19/2022

    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.
    Bought my shoes and within a week, only two wears, the trim already peeled off. I emailed them and they rudely told me I was on my own.

    Business Response

    Date: 11/22/2022

    In regards to customer concern, we do not replace refund items that are damaged due to usage. Here is our refund policy https://gatsbyshoes.co/pages/refund-policy

    Customer Answer

    Date: 11/22/2022

    I accept the business's response to resolve this complaint.

  • Initial Complaint

    Date:11/14/2022

    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.
    On 9/18/22 I ordered two pair of shoes from Gatsby Shoes for $108.94. They were shipped to me on 9/20/22 and I received them on or about 10/8/22. I tried both pair on and they were extremely small for the stated sizes, 15. As a result I contacted Gatsby Shoes about a return. They instructed me on the process of which I followed to the letter. I sent them back on 10/10 and they were received back at there warehouse in UT on 10/14 and signed for. Since Gatsby has received the product back I have contacted customer support on 6 occasions looking for my refund. *** ****** from customer keeps telling me that it takes 1-2 weeks for the warehouse to inspect them, then they will issue the refund. We are going on week 6 now and still no refund..not to mention Gatsby should be paying for the return of $43.27 since their sizing is extremely flawed..tho they don't think so. I would need a size 19 or 20 shoe based on their logic. I did try to call them directly but their 24/7 customer support number tells you to send an e-mail. This is bad business on their part and they need to rectify this problem. I did ask for this refund situation to be elevated from *** ****** but that was never done.

    Business Response

    Date: 11/15/2022

    Thank you for reaching out to us. In regards to your returns, can you provide us the name, order number,name and pairs of shoes returned and the tracking number as there are some returns that we cannot identify due to wrong names in the order and no order number.

    For other questions or concerns, please don't hesitate to contact us!

    Sincerely, 
    *** ******
    Customer Service Representative
    gatsbyshoes.co

    Customer Answer

    Date: 11/16/2022

    This appears to be a standard formatted response. They should have all my info as it has been sent to them. 

    Business Response

    Date: 11/16/2022

    We need this information to check the returns.

    Customer Answer

    Date: 11/17/2022

    I accept the business's response to resolve this complaint.

    Order# GATSBYSHOE88598
    Return tracking ******************
    Date: 10/14/22 Received at your warehouse
    REFUND for both pairs of shoes
    Regards,

    Customer **** *******



    Customer Answer

    Date: 11/18/2022

    The complaint I made regarding Gatsby shoes is not resolved The complaint # is18403893 I would like to stay open. The only thing I did did yesterday was supply them with the info they requested to look into the matter. 
    I want them to continue to try to resolve this please.

    **** *******

    Business Response

    Date: 11/22/2022

    We need the return information in order for us to trace the return. 

    Business Response

    Date: 11/29/2022

    We have checked customer's return and customer was refunded for both shoes.

    Customer Answer

    Date: 11/29/2022

    [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



    Complaint: 18403893



    I am rejecting this response because: Not completely



    Regards,



    **** *******

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