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:09/21/2022

  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.

  purchase date 9/2
  amount 69.94
  purchased dress shoed
  they shipped the item it never arrived they are not willing to replace or refund the item that was not received
  
  4PX tracking number: ******************
  
  response from seller
  
  GatsbyShoes via freshdesk.com
  Tue, Sep 20, 10:56 PM (10 hours ago)
  to me
  
  Hi **** **********,
  Thank you for your response, unfortunately we do not refund/replace delivered items.

  Business Response

  Date: 09/28/2022

  The customer complain is invalid, as the order was delivered to customer's address to which he provided when the order was placed 

  Below is the Address

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

   We sent customer tracking information so customer can follow up with this order, his order was successfully delivered last September 17,2022 with tracking number ********************** delivered by USPS. 

  Customer Answer

  Date: 09/29/2022

  the items were not recieved at the address

  they want me to contact the carrier and the carrier told me the shipper would need to submit the claim.  they refuse to put in a claim, ship replacements or refund the purchase
  
  

  Customer Answer

  Date: 10/03/2022

  the carrier will not speak to me as i am not the shipper, this is what i emailed them and told them and well i explained this in my last email 
  

  Business Response

  Date: 10/04/2022

  The courier already sent a proof that this order is delivered but customer is insisting not received, hence customer needs to file a complain with the courier.

• Initial Complaint

  Date:09/16/2022

  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.

  I rarely would consider buying shoes off of the Internet because I like to try them on first. However when I saw the ad for Gatsby shoes on Facebook it clearly said FREE RETURNS. So I took a chance and ordered two pairs thinking I had nothing to lose because if they arrive and I don’t like them for any reason I can return them for free as the ad said free returns .They lied. Each time I have emailed them, they only reply with the same answer. “The customer is responsible for the return shipping” . I attempted writing to them again asking them why their ad says free returns if they’re not doing free returns. Once again they only send me the same reply stating the customer is responsible for return shipping. They won’t even answer my question when I ask them why then do you advertise as free returns. They ignore my question in each email. That is false advertising in my book. Also they have a phone number but the phone number only leaves you an automated message that refers you to their email address. They never pick up the phone and there’s no way to talk with them. I think it’s a crime that people like me take a chance and order $100 worth of shoes because their ad says free returns and now that I want to return the shoes they won’t let me do it for free they want me to cough up the money for the shipping. Please help me. They claim I have 30 days to return the shoes but I do not want to attempt to do that until they honor their advertisement and send me a shipping label of some kind or at least answer my email and let me know that they will credit me the shipping fee. I’m worried that this company might be a complete scam. Hopefully you will see the photo that I attached which clearly states on it “free returns “which is the ad that they had on Facebook when I bought the shoes

  Business Response

  Date: 09/16/2022

  In regards to customer complain, we already informed customer a lot of times that he is responsible for the return shipping fee, we can only refund once customer send the shoes back. We only offer 30 days to return the shoes, if customer is past our 30 days offer, we won't accept his return, the shoes are still with him. Please check our return policy via https://gatsbyshoes.co/pages/refund-policy, we cannot issue a refund not unless he sends back the shoes to us.

  Customer Answer

  Date: 09/27/2022

  I am not denying that the company did reply  to my emails… i am saying that the company never answered my question when they replied which was “why does your ad say free returns”. I have attached A picture of their ad that clearly says FREE RETURNS . I emailed them numerous times with the photo of their ad specifically asking why the ad says FREE RETURNS. I asked them that question in three seperate emails and each time they ignored addressing my question…all they constantly reply is “it is the customers responsibility to pay for shipping. “ I would like to know why they advertised FREE RETURNS….BUT then they do not honor that statement nor will they address that statement when I ask about it. It is false advertising 

   

  Business Response

  Date: 09/28/2022

  We already informed customer that customer is responsible for the return shipping fee, if he does not want to return the product, we cannot issue a refund, and if it's past 30 days, we will not honor the return anymore. 

  Customer Answer

  Date: 09/29/2022

  I already wrote to you this email explaining why I’m rejecting the company’s response but for some reason you sent me the email again asking me again why I am rejecting. So I will repeat it. I just attached two pictures to show you the ad that the company had out which clearly says on it  FREE RETURNS. I also included a picture of one of the three emails that I sent to them specifically asking why their advertisement says free returns. You can see the reply where they do not even acknowledge my question all they say is that it is the customers responsibility to pay for the shipping. They never answer my question no matter how many times I ask them why their advertisement says “free returns”. The only reason I ordered the shoes is because I thought I had nothing to lose if I get them delivered and they don’t fit me properly it will be free to return them. But now that I wanted to return them they won’t honor what their ad says which was free returns. And they won’t even answer my question when I ask them what exactly do they mean by free returns. I hope I have been clear as to why I am rejecting the company’s response. They should not be allowed to post advertisements all over Facebook that state free returns, and then when I want to return them for free they tell me oh it’s not free I have to pay. That is the legal false advertising. If they could at least explain to me why they have those words on their ad. But they won’t answer the question when I email them
  
  
  
  Regards,
  
  
  
  Robert Margitich

• Initial Complaint

  Date:09/14/2022

  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 3 pairs of shoes, paid a total of $140 I have not received the merchandise. I emailed them they stated they sent them but we’re not able to deliver at address provided, I confirmed the address which it was what they had. I haven’t heard back from them since. I’ve sent several more emails but still no response. I just want my money refunded.

  Business Response

  Date: 09/15/2022

  Customer had an address issue hence the order was not successfully delivered, customer only emailed her response today that she wanted a refund, she did not send several emails as she claimed in her statement, she was refunded today the same day she refused to accept redelivery of her order and requested refund instead. 

  Business Response

  Date: 09/15/2022

  Customer had an address issue hence the order was not successfully delivered, customer only emailed her response today that she wanted a refund, she did not send several emails as she claimed in her statement, she was refunded today the same day she refused to accept redelivery of her order and requested refund instead. 

• Initial Complaint

  Date:09/13/2022

  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 was charged on my amex card ending in x**** on 6/4/22 in the amount of 103.99 for two pairs of shoes. Order # gatsbyshoes59114 - size 13 Brown, Oxford Derby othropedic leather shoes. the shoes lasted three months before the bottom of the shoe separated from the sole. the shoes are unwearable. i tried to contact customer service and called a number that directed me to theor website and an email address. i have not receved a response to my complaint. i would like a new pair or a refund

  Business Response

  Date: 09/14/2022

  The customer is not entitled to any refund nor replacement as we do not replace damaged shoes due to usage, please refer to our return/replacement policy via https://gatsbyshoes.co/pages/refund-policy
  

• Initial Complaint

  Date:09/01/2022

  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 2 pairs of Oxford Derby shoes size 10, the Order # ***** On March 31, 2022. After receiving the shoes I tried them on and found they they were to large and I would need a 9.5 I mad contact with the company through the website and was told to send the shoes back for an exchange includes with the return I placed a letter with return information and original sales receipt in the boxes requesting the exchange.
  I sent the pac FedEx Shipment ************: confirming that they receiver the return. I email Gatsby and ask on June 7 2022 when I could expect to receive my exchange? and did not receive a response. Again I emailed :On Jun 7, 2022, at 11:17 AM, **** ******** <*************@gmail.com> wrote:
  
  ?Good morning I had sent out two pair of shoes to be returned for a larger size on April 22 and have not received the replacement shoes yet,
  Could you please tell me the status of this order or should you cancel it and refund my money.
  Thanks again ****
  On Thu, Jun 9, 2022 at 2:09 PM **** ******** <*************@gmail.com> wrote:
  Unfortunately if there’s a problem with returning the correct size to me please just give me a refund I’m certainly not happy about the timeframe that it’s taking in regards to the return I made sure when packing the shoes that I also placed my return address in all of my information in each box I do not know what the holdup is could you please reach out to me.
  
  I have had little response to the order and would still like to have the correct shoes but if they cannot provide I would like a full refund, and a refund on the cost I occurred for the return shipping.
  Thanks, **** *************@gmail.com
  717 250-6218
  **** ********
  Thu, Jul 21, 2:16 PM
  Can you please give me an update? On Thu, Jun 16, 2022 at 8:55 PM

  Business Response

  Date: 09/01/2022

  The customer was already refunded for this return months ago to the original card he used when the order was placed. We also stated this in the email we sent to customer. 

  Customer Answer

  Date: 09/07/2022

  Good morning Eva, I recently reviewed all of my credit card statements and did not find a credit to my card. Could you please forward me the transaction number.

  Business Response

  Date: 09/08/2022

  We have sent you a confirmation for the replacement shoes, please check your email if not your spam folder.

• Initial Complaint

  Date:09/01/2022

  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 ordered two pairs of shoes from Gatsby to be sent to my home. They were mailed to me by a company called DHL. My tracking of the package notified me that the shoes were delivered. They were not. I contacted Gatsby who told me to check with neighbors and DHL. DHL told me I had to deal with it through Gatsby. Regardless, I am being sent back and forth with no one accepting responsibility and I did not get the shoes. I am not seeking a penalty or for the company to get into trouble. I want the shoes I ordered.

  Business Response

  Date: 09/01/2022

  In regards to customer's concern, yes, the order was delivered here is the tracking information https://webtrack.dhlglobalmail.com/?trackingnumber=******************************

  It was delivered to customers Address below.

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

  We advise customer to contact Dhl as the order was delivered to the address he has provided us with.

• Initial Complaint

  Date:08/30/2022

  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 ordered two pairs of shoes on August 22 on line and I have not received items.

  Business Response

  Date: 09/01/2022

  Thank you for your message. In regards to customer's order it is in transit, he can email us via [email protected] to ask for the tracking information

• Initial Complaint

  Date:08/25/2022

  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 a pair of shoes size 9 1/2 black. I received a pair of shoes size 6 black. I email them for an exchange and they said I need a order number which I dont have. They would not return my money with out the ordered number. I have the tracking number which is ********************** and and address from were it was shipped 1401 **** ***** ****** florence NJ 08518

  Business Response

  Date: 08/25/2022

  We checked customer name but we cannot find any order under his name nor the tracking number he has provided us with, he needs to give us the name used in the order to locate his return.

• Initial Complaint

  Date:08/25/2022

  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.

  Purchase date 5/3/21
  
  Buyers beware!!!
  Back in the beginning of May, I had purchased 3 different colors. I wear these shoes maybe 2 x per week. I noticed that one of my shoes was open by the toe box. I sent ann email to their support. I did get a response to my email inquiry. Sorry, no refunds or exchanges.
  These shoes are poorly constructed and need additional support to be more comfortable.

  Business Response

  Date: 08/25/2022

  The shoes customer purchased were delivered May 12 he emailed us about the issue after almost 4 months, which means that shoes have been used up, hence the damage. Please see our return policy.  via https://gatsbyshoes.co/pages/refund-policy. We do not refund/replace shoes that are damaged due to usage.

• Initial Complaint

  Date:08/23/2022

  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.

  Ordered 1 pair of shoes. Shoes received in good condition but were several sizes too small. Contacted Gatsby Shoes via email and was given instructions on how to return. I followed the instructions and returned the never worn shoes on 11/1/2021. Shoes were in original packaging, with all tags. I also including printed documents with the shoes showing order number, reason for return, name and contact info. I have contacted Gatsby Shoes via email several times and get the same response that it normally takes a few weeks to process a return.

  Business Response

  Date: 08/23/2022

  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.
  
  

  Customer Answer

  Date: 08/24/2022

  This does not resolve the complaint. Business is just requesting the same information I have already provided multiple times. I followed their return policy, without exception. They have failed to live up to their return policy. Gatsby Shoes owes me a credit. 
  
  

  Business Response

  Date: 08/26/2022

  Please send us the right tracking as the tracking information customer provided is not working and not recognized by UPS. Here is the tracking number customer gave, 1Z45X2000391808442

  Customer Answer

  Date: 08/29/2022

  Business noted that I supplied an incorrect UPS tracking number. The UPS tracking I supplied is accurate. The reason it will not track now is because of the time that has elapsed since it shipped. UPS only makes tracking numbers available for 120 days after shipment. 

  I previously supplied the correct tracking number to Gatsby Shoes on 11/11/2021, 12/4/2021, 2/8/2022, and 5/17/2022. Supporting documents attached to the original complaint. Each time I received a response stating they would look into it and get back with me. That action has never happened in the 10 months since I made the return. 
  
  

  Business Response

  Date: 10/21/2022

  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: 10/24/2022

  [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.

  I appreciate this business issuing a refund. I do want to point out that I did follow all instructions on the return, including name, order number, etc. 

  I also want to express my appreciation to the BBB for facilitating this resolution. 

  
  Regards,
  
  
  
  ******** ****