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:06/19/2024

  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 purchased 2 pairs of shoes for my husband size 14 normal per the order ******************* The shoes are very small like a size 11 so I emailed a request to refund with no response. I have tried the ***************** which directs you to the phone number ###-###-####. The phone number directs you to the [email protected]. I have also requested help when they send me an email to give customer review. I unfortunately did not read BBB reviews and would have never purchased. If I try to go to the webside or use my email of the purchase for the refund policy it pops back tht the site cant be found. I purchased on May 24,2024.

  Business Response

  Date: 06/20/2024

  In regard to customer's concern, we never received an email from her requesting for return, for returns, she can file this directly via **************** and this information is also posted in our website. We also sent a return instruction to customer's email via *********************

• Initial Complaint

  Date:05/06/2024

  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.

  While I liked the shoes, they fell apart (the sole separated from the rest of the shoe) after 2 1/2 months of wearing. Their website gives a phone number to call for "24-hour support" however you get a recording which states to e-mail for assistance. No one ever answers and there is no way to leave a message. The website also states that they have a "100% satisfaction guarantee". I emailed and provided a picture of the damaged shoe. The response I got stated that the guarantee is for only 30 days and they offered me a 30% discount to buy another pair of shoes. How absurd!!! Why would I spend any more money on poor quality shoes from a company that doesn't stand behind their products.

  Business Response

  Date: 05/13/2024

  Dear **** ********,

  Thank you for bringing this matter to our attention. We at GatsbyShoes are committed to customer satisfaction and regret that the customer had a disappointing experience. However, we would like to provide clarity and context regarding the situation outlined in the complaint.

  1. Product Quality and Warranty: The customer’s dissatisfaction stems from the shoes’ durability. GatsbyShoes ensures that all products meet a high standard of quality before they are sold. However, the shoes in question were worn for over two and a half months before the reported defect occurred. Our warranty, clearly stated on our website under the terms of service (Terms of Service), covers manufacturing defects within a 30-day period. Beyond this period, we cannot guarantee the item against wear and tear under various usage conditions that are not within our control.

  2. Customer Support and Communication: The customer expressed frustration over our support system. Our "24-hour support" is designed to direct customers to our primary communication channel, which is via email. This is stated in our auto-response message when calling our provided phone number. We strive to respond to all customer inquiries promptly via email, as this allows us to keep better records and handle issues more efficiently.

  3. Response to the Complaint: Upon receiving the customer’s email, we acknowledged the issue by offering a 30% discount on future purchases, as per our discretion under our limited warranty guidelines. This gesture was intended as a goodwill compromise since the warranty period had expired.

  4. Chargeback Issue: It is important to note that the customer initiated a chargeback through their bank. Company policy precludes us from processing a refund while a chargeback is active, as it needs to be resolved to prevent dual compensations. We are more than willing to reconsider the refund once the chargeback claim is withdrawn and upon further investigation into the product’s use and the defect reported.

  We regret any misunderstanding regarding our policies and terms. GatsbyShoes values its customers and continually seeks to enhance our products and customer service experience. We are prepared to work with the customer to find a more agreeable resolution once the chargeback issue is resolved.

  Thank you for the opportunity to clarify this matter. We are committed to upholding the standards expected by both our customers and the Better Business Bureau.

  Warm regards,
  ******

  Customer Answer

  Date: 05/13/2024

  I am 62 years old and I have worn many dozen (probably 100's) pairs of shoes in my lifetime.  I have never had shoes literally fall apart after a few months of wear to an office.  Pictures attached.  I would be more than happy to close the dispute with AMEX if you respond with confirmation that you will refund my money or at the very least, replace the shoes at no cost.  
  
  
  

  Customer Answer

  Date: 05/14/2024

  In the business' previous response, they said they would not issue a refund because I filed a dispute with my credit card company.  I replied that I would be willing to close the dispute if they would confirm that they will issue a refund once the dispute is closed.  Short of that, I have no option other than to continue with the dispute.
  

  Business Response

  Date: 05/15/2024

  We have not promised customer any refund if he closes the disputes, we clearly informed customer that no refund nor replacement will be issue do damaged shoes due to usage per our return refund policy.

• Initial Complaint

  Date:05/05/2024

  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 ordered a pair of shoes from Gatsby Shoes (order # ******) on 2/01/24, received them 2/20/24. I ordered a wide size that was still to narrow to fit. I initiated the return on 2/21/24, mailed them on 2/22/24, and confirmed via tracking number they were received 2/26/24. I contacted Gatsby via email on 3/8/24, 3/22/24, and 4/17,24 to inquire about about my refund of $69.94 that was supposed to be charged back with in 1-2 weeks after received. They responded to all with the same apology and saying they would look into it. As of now, nearly 10 weeks later still no refund and out an additional $15 that I had to pay to ship them back.

  Business Response

  Date: 05/14/2024

  We have refunded the customer for the return. Please note that for us to be able to process returns asap, customer needs to include the name or order number so it would be easy for us to identify the owner of the return. Refunds take time if we cannot find the owner of the return. In this case, the return has been located and a refund has been issued.

  Customer Answer

  Date: 05/21/2024

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

• Initial Complaint

  Date:04/24/2024

  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 two pairs of shoes for $109 on December 3, 2023, for my father for Christmas. Their website advertises "Fast Tracked Shipping Using expedited shipping, your package will arrive lightning fast!" The shoes shipped December 11, 2023, and arrived the first week of January 2024, after my father had left to go back home after the holidays were over. The next time I saw my father was April 2024 and when I gave the shoes to him and he tried them on, they were too big. Of course, by now it was well past the their advertised 30-day return window, but I thought that perhaps in good faith and in showing good customer service, seeing that they failed in providing the advertised service of 'lightning fast delivery,' they might make an exception. Of course, that was not to be. So now, we are out the money and my father has a useless gift. How may more customers is this company going to take advantage of?

  Business Response

  Date: 04/25/2024

  In regard to customers concern, the order was delivered January, hence the customer has 30 days from the day the order was delivered to request a return, however, customer only requested to return the order 3 months the order was delivered, our policy clearly shows that we only accept returns, 30 days after the order was delivered. Please see our return policy via (link redacted)

  Customer Answer

  Date: 04/25/2024

  Did an actual human even read my complaint? Because it appears that either it was responded to by a robot or otherwise, they are paying someone to copy and paste the same "see our 30-day return policy" response to every complaint that is brought against this company. Also, the "robot's" grammar is horrendous as it appears the only punctuation it knows is a comma. 

  Anyway, no, I do not accept this absurd response because as I specifically said in my complaint, I already KNEW about the 30-day return window.

  What I'm really complaining about here is their false advertising about "lightning fast delivery." Because had it arrived in a timely manner, (BEFORE Christmas and NOT in January) we wouldn't be having this discussion. The fact of the matter is is that this problem is entirely of their making.

  This company needs to be shut down before they continue to rip off other unsuspecting customers who are giving them their money for a nonservice. 
  
  

  Business Response

  Date: 04/26/2024

  In regard to customer complain, our delivery information was also stated in our shipping information page, we did mention about delays during christmas orders, unfortunately, we are still unable to accept customer return request as this is already past our 30 days return period,

• Initial Complaint

  Date:04/22/2024

  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.

  Do NOT BUY these shoes unless you can afford to lose your money. I ordered a pair of men's 13.5 normal width. Took nearly a month to show up. When they did, I could not squeeze my foot into them. Then I noticed they were AA width (extremely narrow). Contacted customer support who demanded I send a photo of the tongue of the shoe to prove I got the wrong size. I sent the photo right away, and was told, "sorry, we sent you the right size" and did not offer to make it right. I was then told to return them if they were still in the 30 day window, which they weren't since it took nearly 30 days to get them to reply. I returned them at my own expense anyway.
  Very disappointed. BUYER BEWARE! Still have not gotten a refund several months later.

  Business Response

  Date: 04/22/2024

  We have checked customer concern and we sent him return instruction on how to return the shoes but he never informed us that he returned the shoes nor provide proof that he returned his order, we never received any receipt nor a tracking number. The customer needs to provide us his tracking number for return so we can check his return status. The customer can email the return information via [email protected]

  Customer Answer

  Date: 04/24/2024

  I did return the item per the company instructions, and AT MY OWN EXPENSE.  All of the required information was printed and enclosed inside the package including the tracking number, order number and all other requested information as required.  There was no further request or instruction to "provide a tracking number".

  Any reputable company could easily cross-reference the customer number, order number, and tracking information to my order and refund request.  This is a WHOLLY UNACCEPTABLE reply from the company and is an obvious attempt to avoid paying the refund and making the matter right.

  I could not be more disgusted and will use every opportunity I have to warn others not to do business with this scam company.

  Business Response

  Date: 04/24/2024

  The customer complain is not valid, we sent the return instruction to customer which also stated to email us the tracking number once he returned the order.Unfortunatey no returns were received under his name and customer never emailed us about him returning his order nor providing us a tracking number for return. We are asking customer to provide us the tracking number for his returnso we can check with the warehouse.

  Customer Answer

  Date: 04/24/2024

  I DID email the attached return document to [email protected] (see attached) just as instructed.  I also tracked the item (see attached also) and confirmed it was received by the company, signed for by "*****".

  There is no reason this information should not be sufficient as it complies with EVERY REQUIREMENT of the seller.

  Once again, all excuses made by this seller are a disgusting attempt to avoid responsibility for their failure to provide what was purchased, communicate clearly, stand behind their warranty and be an ethical seller.

  I will not rest until they do the right thing, and I repeat that I will not miss any opportunity to warn others to NOT do any business with this company.

  
  

• Initial Complaint

  Date:04/03/2024

  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 purchased 12 wide shoes from Gatsby. When they arrived, they were labeled as 12 AB. AB shoes in the US are considered to be narrow. I contacted Gatsby to get the correct size sent out. We were told what they sent were wide shoes. Clearly, by the labeling on the shoe, these are not wide shoes. We were told we had 2 options: incur the return shipping charge ourselves to get a refund or keep the shoes at a discount.
  
  These shoes are the wrong size. This is clearly an error on their end. Why should we incur the cost to correct the error? This is clearly FRAUD on their part.

  Business Response

  Date: 04/04/2024

  The customer's complain is not valid as all our wide shoes are labelled AB for wide sizes, We understand that every shoe size and style is different, and we strive to accommodate various foot shapes and sizes as best we can.It's important to note that while our wide sizes, which are already offered in a 4E width, may fit most individuals comfortably, we acknowledge that they may not be the perfect fit for everyone. Each person's foot shape and size can vary, and despite our best efforts, there may be instances where the fit isn't quite right, hence the reason we offer exchange for refunds and replacement, customer can view our return policy via (link redacted). For returns, the customer is respobsible for the returns fee.

• Initial Complaint

  Date:03/31/2024

  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 ordered some shoes from this company (Gatsbyshoes.co). They were advertised as being orthopedic. When they arrived, I discovered they had no arch support so obviously weren’t as advertised.
  I contacted the company to get information about returns. I was sent a long form letter that was unclear about the process.
  I contacted them several times, over the next few weeks, to get clearer details about how to return. They just kept sending the same form letter, with no specific instructions.
  The last time I emailed them, I asked about the order number, which was not apparent anywhere in the packaging. I finally got as far as requesting to return them, only to be told the return ‘window’ had closed! I have been dealing with this for almost a month & feel they were deceptive in their advertising.

  Business Response

  Date: 04/08/2024

  In regard to customer concern, upon checking, she already returned the shoes and she was informed that she will be refunded once her return has been inspected in the warehouse. To make a follow up on her return, she can email [email protected]

  Customer Answer

  Date: 04/16/2024

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

• Initial Complaint

  Date:03/22/2024

  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 placed an order for an Oxford laiesse no stripe on 3.18.24. I did not receive any tracking info, just a confirmation number. I have emailed for info, but no response.

  Business Response

  Date: 03/23/2024

  In regard's to customer order, this is already in transit and can be tracked via (link redacted), the order should be delivered in the next few days, for order updates, please email ourCustomer Service Team via [email protected]

   

• Initial Complaint

  Date:03/15/2024

  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 ordered shoes on January 9th 2024 off Facebook from Gatsby shoes. I ordered black shoes and they charged my card $80.28 and sent me Brown shoes. The brown shoes did not fit and I was not happy with the quality nor the color so I followed the instructions on their website and returned them to:
  Gatsby Shoes
  C/O VERVE
  193 Mountain Way Drive
  Orem, UT 84058
  The shoes were received on February 5th 2024. I contacted Gatsby to ask where my refund was and they gave me the runaround. They say they cannot find my shoes nor my order. I have proof from UPS that they were returned to that location.
  After six emails back and forth I am still getting the runaround and they will not refund my money. I am very dissatisfied.

  Business Response

  Date: 03/18/2024

  The customer complain is invalid as we have refunded to his concern and told him that we were able to trace his order, unfortunately for the refund request, his request is not possible as we can only refund to the same card used in the offer. We advise customer to contact his bank and verify if we can still issue a refund on the old card, he can also make a follow up with our customer service team via [email protected]

  Business Response

  Date: 04/09/2024

  In regard to customer's concern, he was already refunded, we advise customer to contact his bank to check as the refund has been issued from our end and he was also sent an email with regard to the refund issued.

  Customer Answer

  Date: 04/11/2024

  Better Business Bureau:
  
  
  
  I begrudgingly accept the business's response to resolve this complaint, but I am not a satisfied customer. 

  Their return process is cumbersome and puts the burden on the customer. This is not the proper way to do business in 2024.

  Even after following all their return procedures they still gave me the runaround for many weeks before I received a partial refund.

  I received a refund because I continued to pursue what was right. Most customers will not do that and therefore most customers will be dissatisfied if they have to return a product.

  Unsatisfied in Florida,
  
  
  
  **** *****

• Initial Complaint

  Date:03/10/2024

  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.

  Bought two pairs of shoes from this place on February 10. I was subsequently tipped off that it is a scam of a company, so as soon as I received the shoes and saw the deplorable quality of them, I requested a return authorization. That was on February 22. Heard nothing from the company. Sent a second request on March 3. Still have not heard back from the company. We are rapidly approaching the 30 day return window, and I have been TRYING, but with no cooperation from the company, I am going to get screwed. Also, the product comes with NO packing slip. The shoes are trash. Not as described, and this is a complete rip off.

  Business Response

  Date: 03/11/2024

  In regard to customer concern. Please follow instruction below to return the shoes.
  
  Initiate the Return Process:
  To begin the return process, kindly fill out our return form using the following link: (link redacted)
  This form is essential for generating a unique Return Number, facilitating a smooth and efficient resolution.
  
  Return Timeframe:
  Please be aware that our return policy allows for returns or replacements within 30 days starting from the day your order was delivered. Our system will automatically reject return requests for orders beyond these 30 days.
  
  Return Fees:
  Customers are responsible for the return shipping fees. Additionally, we kindly request that you indicate your assigned Return Number and Return Tracking number on the return package. This step is crucial for us to easily identify and process your return.
  
  Exchange/Replacement Conditions:
  Our return form allows exchanges or replacements for the same shoe style.
  If you wish to exchange for a different shoe style, please inform us, and we'll provide you with the necessary return instructions.
  
  Return Request Review:
  After you submit your return request, our fulfillment team will review it within 1-3 days.
  Once approved, you will receive a notification with the return instructions and address.
  

  For a follow up on returns, please email [email protected]

  
  

  Customer Answer

  Date: 03/12/2024

  I already submitted a request for return b/c the shoes stink and their response was to tell me to air them out. They still smell bad, like rubber. I still want a refund

  Business Response

  Date: 03/25/2024

  The customer complain is invalid as he was already refunded for this order. We advise customer to check his bank for the record.

  Customer Answer

  Date: 03/26/2024

  I accept the business's response to resolve this complaint. they are a scam!!