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:03/08/2024

  Type:Customer Service 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 purchase two pairs of shoes online from seeing an ad for Gatsby Shoes. Feb 22nd. ( 15 days ago) I received no tracking or order number. I wrote to the customer service department to cancel my order and they said it cannot be canceled. I then called the customer service phone number they provide and the message says to write an email. Totally a scam. They won't cancel because they will charge me money to return the shoes and I will have to pay a 10% penalty on the RETAIL PRICE??? No way. I need to report this company as a complete scam. Look at other reviews. Horrendous. These shoes come direct from China.

  Business Response

  Date: 03/08/2024

  In regard to customer's concern, unfortunately orders that are shipped cannot be cancelled, but customer can return the order once received for a refund. Here is the tracking link for customer's order  it should be delivered in the next few days. (link redacted) For returns, customer can email [email protected] to assist him with returns.

   

   

  Customer Answer

  Date: 03/18/2024

  There as no tracking to me and it took 3 weeks to come. After 10 days of not hearing anything, I reached out to cancel and they would not let me> Then I was told the return was my cost to handle PLUS they want to charge me 10% on top of that. Further, the shoes do not fit, even close. I mean my foot touches the end. I will NOT pay additional and want them to handle the return at NO COST. 
  

  Customer Answer

  Date: 03/18/2024

  I never Any follow up or tracking information until I complained two weeks It never came to me. I looked in my spam. I looked everywhere. They are just trying The situation and if you go online, there’s a lot of really terrible reviews about this company. I should’ve read it prior to purchasing. The only way I will drop this is for them to refund all my money ASAP and pay to return my shoes at no expense to myself.
  
  
  

  Business Response

  Date: 03/19/2024

  The customer complain is invalid as shipping information was sent to him Last February 25, 2024. I have attached a screenshot of the email we sent. As for the returning the order, customer is responsible for the returns fee. Please check our return policy via (link redacted). 

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair 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.

  On 3/7/2024 I placed and order for a pair of shoes. Knowing the cancelation policy I attempted to send an email well within the 1 hr time frame by hitting the "contact support" button and filling out the required fields. This included the order number that was immediately sent to my email after the order was complete. 2 hrs later I had not received any feedback from the seller but did continue to recieve many "sale" emails from them. I later send an email to their email address directly stating that I had tried to cancel my order and had not heard from them as to whether the order had been cancelled or not. Sounds like im not the only person that has had this issue.

  Business Response

  Date: 03/08/2024

  In regard to customer concern, the order has been cancelled and a refund has already been requested. Customer need to email *******@gatsbyshoes.co to make a follow up on the refund request.

  Customer Answer

  Date: 03/08/2024

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

• Initial Complaint

  Date:03/03/2024

  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 purchased shoes from this company at the beginning of February sometime between February 8-13. The tracking number for my order is gatsbyshoes******. When I received the shoes on February 27, they were not the quality that I was expecting. The shoes also didn’t fit. I tried to call the company, but their “24/7” phone number is just an automated message that says to send them an email at [email protected]. Their address on their website is actually for a third party e-commerce order fulfillment warehouse. So, I sent the company an email. The first thing they said was that there will be a 10% restocking fee plus all charges to ship the shoes back. When I tried to dispute this, they responded by sending me emails stating it is clearly stated in their refund policy on their website. I pointed out that it is listed under the cancellations section of their refund policy and that I would like to speak to a manager. Again, their response was that the fees apply to everyone for everything; and they never addressed my request to speak to a manager. I have been emailing with them about once per day since February 27. They will not let me speak to a manager or acknowledge that they are misrepresenting charges in their refund policy. At this point, I will be lucky to get 50% of my money back. While I am upset, I am simply requesting that they change the verbiage of their policies to accurately reflect how they treat their customers or for them to not be allowed to operate any longer due to their deception, lying, and stealing.

  Business Response

  Date: 03/11/2024

  The customer complain is not valid, as it was clearly stated in our return policy that customers are responsible for the returns fee and 10% restocking fee is deducted to every returns. Here is our complete return policy via (link redacted). 

   

   

  Customer Answer

  Date: 03/12/2024

  the policy they continually cite does not state that you have to pay for a refund or restocking fee. Everything they have listed for such fees are explicitly listed under the cancellation subsection, and I am not cancelling my order but returning it for a refund.
  
  
  

  Business Response

  Date: 03/19/2024

  In regard to customer's concern, for the acceptance of the 30% refund offer, he needs to email [email protected] so they can assist him for this offer.

  Customer Answer

  Date: 03/20/2024

  I accept the business's response to resolve this complaint. I have already reached out to them due to the lack of resolution found here.
  

• Initial Complaint

  Date:03/01/2024

  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 received shoes that don’t fit and have a bad odor. I have emailed them 4 times to return them, and they are no longer responding.

  Customer Answer

  Date: 03/04/2024

  The vendor finally sent me return instructions, and I mailed the products back today.

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

  Business Response

  Date: 03/05/2024

  Thank you for letting us know. Please email [email protected] for your return information so they can keep track of your return.

  Customer Answer

  Date: 03/06/2024

  The business sent me return instructions, and the return has been initiated. I accept the business's response to resolve this complaint.
  
  
  

• Initial Complaint

  Date:03/01/2024

  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.

  Order#: #Gatsbyshoes *****
  Return tracking Number :**** **** **** **** **** **:
  For exchange .
  
  In exchange, Please see the following;
  ITEM 1
  Name of Item: Oxford Lissie Orthopedic Dress shoe
  Quantity:1
  Shoe Size: 9
  Shoe Color: Black
  
  ITEM 1
  Name of Item: Oxford Lissie Orthopedic Dress shoe
  Quantity:1
  Shoe Size: 9
  Shoe Color: Brown
  
  Total amount $103.99

  Customer Answer

  Date: 03/11/2024

  The shoes received were too big. I returned the shoes for an eschange of a smaller  size.The transaction was done as instructed. Tracking  Return Number :**** **** **** **** **** **:

   I followed all the instructions. According to tracking information the rleturned shoes were received. 12/28/3023 @1120 AM.  All I want now is a refund instead of an exchange. It very difficult to get a reply. Due to the inconvenience I want my shipping fees as well

  Business Response

  Date: 03/11/2024

  For returns concern, customer need to email our Customer Service Team via [email protected], they will ask him with his return concern.

  Business Response

  Date: 03/14/2024

  We understand customer concern. unfortunately only our Customer Service Team can assist him with his concern. Pleas email them to make a follow up,

• Initial Complaint

  Date:02/29/2024

  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.

  Ordered shoes, insert, and belt Dec 2023.
  Products shipped but were marked damages and returned in transit. I never saw them. Tracking clearly shows it was returned in transit early January. Contacted customer service. Lost count or how many emails I have received from them that sats please wait 3-5 business days for response. Over 6 weeks of them saying they are investigating and cannot refund until their investigation is complete. Their shipping issues have nothing to do with me. The tracking tells the story. Was never delivered to me yet they keep the over $100 indefinitely and refuse to refund

  Business Response

  Date: 02/29/2024

  In regard to customer's concern, we have verified and customer opened a chargeback, we already responded to her bank regarding this issue. She can contact her bank for a follow up.

   

   

  Customer Answer

  Date: 03/01/2024

  You have not refunded my credit card.
  
  

  Business Response

  Date: 03/02/2024

  In regard to customer's concern, unfortunately when there's a chargeback open, we cannot issue a refund, we already responded to the bank regarding the chargeback issue. We advise customer to follow up with her bank as right now we can only respond to the bank and wait for the bank's decision on the dispute.

• Initial Complaint

  Date:02/28/2024

  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.

  This company has a worry free return policy they advertise and then buckle and dime you when you attempt to make a return because the shoes are of cheap quality and not as advertised. Tried resolving this with customer service and the customer service is horrible. Buyer beware would never shop with this company again.

  Business Response

  Date: 03/01/2024

  In regard to customer's concern, we understand that we cannot satisfy all our customers with our products hence we offer the option to return. Upon verifying the customer already returned the order, once the warehouse inspects his return, a refund will be issued to his account. For update on customer's return, please email our Customer Service team via *******@gatsbyshoes.co

• Initial Complaint

  Date:02/27/2024

  Type:Billing 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 a pair of Gatsby shoes about six months ago for my son. Later, in November 2023, Gatsby unilaterally and without my consent charged three identical pairs of shoes and two shirts to my credit card and delivered those products to my home. The charges totaled 287.96. I contested the charge with my bank. In response, Gatsby submitted a three page merchant details document verifying the fact that they charged and shipped the products to me. The did not present evidence of any sales purchase initiated by mail or confirmation of any purchase by me. Essentially, Gatsby fraudulently charged products to the card I used for a previous purchase and delivered the products as if I purchased them.

  Business Response

  Date: 03/05/2024

  In regard to customer's concern, we understand his dissapointment, however, upon verifying the order was placed under his name and address and even an email confirmation was sent to him regarding his order. We do not keep credit cards on file for our customer's security hence we are also not aware of this purchase or who purchased this as we only shipped orders placed on our system. If customer cancelled this order right after this order was placed, we could have helped him cancelled this order but we never received any email from customer regarding this cancellation. I advise customer to return the order to our return address so we can issue a refund once return has been received. For returns request, please email [email protected]

  Customer Answer

  Date: 03/06/2024

  I did not place this order nor was there a confirming email from Gatsby.  Gatsby needs to confirm that it will pay for a return and refund all monies paid. I will not pay to return items that were fraudulently charged to my account. There is no way I would order three pairs of the exact same shoe. If Gatsby confirms it will pay for return of the products and refund all monies to me, I will close the complaint.
  

  Business Response

  Date: 03/08/2024

  We understand customer concern however after the order was placed, an email was sent to ************************* however there is no email from customer stating that this is a fraud order hence the order was shipped and delivered. For returns the customer is responsible for the returns fee. Please see our return policy via (link redacted). 

• Initial Complaint

  Date:02/26/2024

  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.

  The business described the shoes at “genuine leather” “authentic leather” “top quality leather”
  “High comfort” and none of the above is true.
  The shoes have a horrible polymer smell that raises health concerns.
  The “leather” is not “leather” at all. It smells bad and looks horrible, it’s all held by glue that you can see in the sides.
  I requested a return a couple days later after I ordered because the shoes are actually from Temu. They said it was late and that I needed to wait to get the product.
  I got them today 2/26/24 and they are charging me 15-20 dollars for the return.
  This company is a fraud and definitely will be perusing charges on False advertisement.
  They have 2 cheap sole inserts !

  Business Response

  Date: 02/27/2024

  In regard to customer concern , please send all this information to our Customer ******* Team and email them via *******@gatsbyshoes.co so they can assist you better with your issue.

  Customer Answer

  Date: 02/28/2024

  I notified them about the request to refund before the item arrived and they declined it. Now they want to charge 20$ to process but I have to wait to see if my return gets Approved for me to send the item back. 
  

  Business Response

  Date: 02/29/2024

  We understand customer's concern about wanting to cancel the order however, the order was already in transit and cancellations are no longer possible as stated in our return policy which can be viewed via (link redacted). We also checked customer's return and it was approved, for returns, the customer can return the order to the address below:

  Gatsby Shoes
  C/O VERVE
  193 Mountain Way Drive
  Orem, UT 84058
  
  Remember to include the RMA (Return Merchandise Authorization) number and your order number in the return package ( On the top of the box next to the label.). Once you've shipped the order, please email us the tracking number at [*******@gatsbyshoes.co] to facilitate the smooth processing of your return. This will help our warehouse team easily trace and label your returns, preventing delays or issues.
  
  Please note that customers are responsible for the return fees, as outlined in our refund policy, which can be viewed at (link redacted). 

• Initial Complaint

  Date:02/26/2024

  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 bought two pair of shoes from Gatsby. The first pair was the wrong size so I tried to cancel the order. I didn't hear back from my email request so I ordered a second pair. Now I have returned both pairs. One I asked for an exchange, the other a refund. They were both returned within 30 days at the first of the year. I sent the tracking like they requested. I have emailed multiple times and received a pre populated message. The phone for customer service does not work. They owe me for two pair of shoes and are not responding to my requests for customer service to call me.

  Business Response

  Date: 02/27/2024

  In regard to customer concern, please email all return information via ********************** so our Customer Service Team can better assist you with the returns.

  Customer Answer

  Date: 02/28/2024

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

  Business Response

  Date: 03/18/2024

  In regard to customer's return, no return was received in person from  by our warehouse team **** ********. Our warehouse logs returs in person, but there was no name of **** ********.found in our records.

  Customer Answer

  Date: 03/19/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21350035
  
  
  
  I am rejecting this response because:  I did not return in person.  I mailed the shoes in and attached a picture of the tracking label.  
  
  
  
  Regards,
  
  
  
  **** ********

  Business Response

  Date: 03/20/2024

  The customer statement is not valid as she mentioned in her last email that we do not need a tracking number as she sent a physical pair of shoes, she had two orders and her order was already refunded, the other pair she mentioned was never received by the warehouse. I have attached the email from customer saying we do not need a tracking number, but we do for us to check her return if she did not return the order in person.