Shoes
Gatsbyshoes LLCThis business is NOT BBB Accredited.
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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 ComplaintThe 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:02/20/2024
Type:Product IssuesStatus: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 online on 02/01/2024, finally received on 02/17/2024. They were way larger than my ordered size of a men's 8.5. In fact, I sent the company a picture of the shoes with a total length > 11 inches, which would imply a shoe size greater than 11. *** ******, which is obviously a fictitious name, responded via email that this is the size I ordered despite their incorrect translation of U.S. men's shoe sizes to their manufacturing process. Looking further at their website and shipping origin, this is clearly a Chinese company operating with a shell U.S. address. This company is a scam and needs to be immediately shut down by Ohio state or federal authorities, before they con other U.S. citizens. I really wish I had read the BBB complaints, which are numerous.Business Response
Date: 02/22/2024
The customer complain is not valid as the right size was sent to customer, Please see attached file regarding customer's order. He ordered a size 8.5 and the mark on the shoe's tounge is also a size 8.5. If the shoes do not, we ask customer to return the shoes to us for a refund,For returns, please email *******@gatsbyshoes.co
Customer Answer
Date: 02/24/2024
I will accept the vendor's response once a full refund for US $69.94 is received on my credit card. I will be shipping the shoes back at my expense, which is extremely unusual for a valid shoe business to not cover.
It is clear that the shoes I received were mislabeled with the wrong size. The attached photo, conveniently ignored by the vendor, shows the total shoe length of >11 inches, which indicates a true men's shoe size of 11.5 or more. (link redacted)
Regards,
****** *******Business Response
Date: 02/27/2024
In regard to customer's concern, we can only issue a refund once the shoes has been returned to us
Please see below our return address
Gatsby Shoes
C/O VERVE
193 Mountain Way Drive Orem,
UT 84058
When you return your order for a refund/exchange please include in your package, the return tracking number, order number, or Name used in the order for our warehouse to easily trace and label your returns as some returns are marked as unknown due to mismatched and missing information.
Please also send us the same information via *******@gatsbyshoes.co for our Customer Service RecordsInitial Complaint
Date:02/16/2024
Type:Delivery IssuesStatus: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.
Tried sending an email to *******@gatebyshoes.com and did get an auto message that the email could be reached. Delivery is very slow. I tried to send an email to *******@gatebyshoes.com but received an automated message stating that the email could not be delivered. The delivery of the product has been very slow and I was not made aware that the product was coming from outside of the US, specifically from China. I attempted to review the order on the website but was informed that no such order existed." I made an attempt to send an email to *******@gatebyshoes.com, but unfortunately, I received an automated message stating that the email could not be delivered. I am very dissatisfied with the slow delivery of the product, as I was not informed about the product being shipped from outside the US, specifically from China. I am extremely disappointed that even after attempting to review the order on the website, I was informed that no such order existed. This is unacceptable and I demand immediate action to resolve this issue. I was not made aware the product was coming outside of the US. Being sent from China. Attempted to review the order on the site and was told no such order existed.Business Response
Date: 02/20/2024
In regard to customer's order, this is already in transit and can be tracked via (link redacted).
Our Shipping times are between 7-15 business days, however, shipping times can also in some cases be delayed due to factors outside of our control, such as:
Weather Conditions
Time of Year (e.g. Holiday Seasons)
Large and/or Bulky Items
Error on the Shipping Providers side
Our shipping times can be viewed via (link redacted).Initial Complaint
Date:02/10/2024
Type:Product IssuesStatus: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.
Second time of ordering from this company , first time there was no issues. Aside from you wait for months after you order, my husband liked the shoes. So I purchased him TWO PAIR , this time got brown & black & also bought inserts. He wears black a lot so he was slow about wearing brown. After about 4 times of wearing them the leather on back of heels began coming apart. I contacted them explained the situation & also that I could show the sign of no wear. They said nothing they could do past the 30 days , I even explained no offer of being replaced. The product was DEFECTIVE. Awful service after a repeat customer especially.Business Response
Date: 02/13/2024
In regard to customer's concern, Regrettably, our policy stipulates a 30-day window for returns and replacements, and we cannot make exceptions beyond this period. The best we can offer is a 30% discount on the next order. We believe this could be a meaningful way to demonstrate our appreciation for your loyalty and to help offset any inconvenience caused.Customer Answer
Date: 02/14/2024
This product was defective & clearly brand new. I bought TWO pairs at once making this THREE PAIRS I’ve purchased. AND INSERTS. I explained that I understood the 30 day policy but also explained that clearly you can’t wear two pair at same time. And Also if going off delivery date then when I contacted wasn’t that far off 30 , but don’t know when that 30 day policy begins after delivery or when ordered but it took MONTHS to even get shoes. They are clearly defective & was absolute rip off for such high priced shoes. But I’m seeing so many reviews now that I should’ve looked at prior to SECOND order. I’m surely & absolutely NOT gonna order another pair for 30% off when I paid 100% for trashBusiness Response
Date: 02/15/2024
In regard to customer concern, We truly understand your disappointment in not being able to receive a replacement or refund.
Regrettably, our policy stipulates a 30-day window for returns and replacements, and we cannot make exceptions beyond this period. The best we can offer is a 30% discount on your next order. We believe this could be a meaningful way to demonstrate our appreciation for your loyalty and to help offset any inconvenience caused.Please check our return policy via (link redacted).Initial Complaint
Date:02/09/2024
Type:Product IssuesStatus: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.
Purchased mens shoes Dec 13, 2023 received poor quality missng insoles. Contacted for RMA returned according to instructions on Jan 3, 2024 still have not received refund. Have contacted company 3-4 times was assured I would get refund within 2 weeks of first contact. Here is address I was instructed to send Gatsby Shoes
C/O VERVE
193 Mountain Way Drive
Orem, UT 84058Business Response
Date: 02/12/2024
In regard to customer concern, unfortunately since she is past our 30 days return period we cannot anymore offer refund/ replacement. Here is our complete return policy (link redacted).Initial Complaint
Date:02/08/2024
Type:Customer Service IssuesStatus: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 1/29/24. The money hit my credit card the next day. No email confirmation, cannot get a hold of a person and they do not respond to emails. Their site says they have a "Live 24/7 *******" which is a blatant lie. I've emailed them many times with no response. I would not recommend this company as they are scammers!! I now have to dispute with my credit card to get my money back since it is impossible to get a hold of them!! I paid $103.99 (according to my credit card company ... because I have NO EMAIL CONFIRMATION OF MY PURCHASE!!) They refuse to contact me via email or phone yet they have NO PROBLEM sending me solicitations and advertisements to purchase their shoes.Business Response
Date: 02/09/2024
In regard to customer concern, we already sent a confirmation to her email ******@yahoo.com for the order she placed.Customer Answer
Date: 02/12/2024
While order # finally provided, no tracking as requested, unable to contact ANYONE EVER, and NO SHOES!! Request refund!!Business Response
Date: 02/13/2024
In regard to customer's concern, her order is still in transit and can be tracked via (link redacted)
Please check our shipping policy via (link redacted). For other inquiries and concerns, customer can email our Customer ******* Team via *******@gatsbyshoes.co
Initial Complaint
Date:02/08/2024
Type:Product IssuesStatus: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.
Shoes were ordered and I waited several days for the tracking number the seller states I should have received. When I emailed customer service (they don't answer their phone as the message says to email them) I am told to monitor the tracking number. (The one that was bever sent). Emails requesting the tracking number go unanswered so I sent an email requesting cancelation of the order. I promptly received an email stating they won't cancel the order because of the "stage" the order is in. They state I should wait for delivery, then contact customer support to return the shoes. Returning the shoes subjects me to a charge from them for return. This is clearly a predatory tactic. This company has NUMEROUS complaints online regarding a delay in shipment then not accepting the return because "it's past 30 days". This delay tactic is clearly an attempt at prevents customers from returning orders they don't wish to receive.Business Response
Date: 02/09/2024
In regard to customer concern, the order is already in transit hence it cannot be cancelled, the order can be tracked via (link redacted). As for the return period, it is 30 days from the day the order was delivered to the customer.
Customer Answer
Date: 02/13/2024
The seller's add states the shoes are Leather. They are obviously NOT leather and are made of a cheap vinyl that stinks of chemicals. Seller's add is deceitful and false.Customer Answer
Date: 02/14/2024
To return the item, I am forced to pay for shipping when they sent me something other than what was advertised and purchased. I shouldn't be forced to pay for shipping when they sent me something OTHER than what was purchased.Business Response
Date: 02/15/2024
In regard to customer concern, we have sent him the right item, we can only issue a refund once he return the shoes back to us. Please check our return policy via (link redacted).Initial Complaint
Date:02/06/2024
Type:Product IssuesStatus: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.
saw an advertisement on Facebook for some shoes from Gatsby Shoes. I then purchased a pair in Australian dollars. They were shipped from the US on 12 December and arrived a couple of weeks later. I started wearing them after the Christmas break and since then I have worn them three times. On the third wear the upper started coming apart from the sole. I have contacted them and they claim that they have a 30 days of receipt warranty and because the purchase is now outside that window, they will not replace or refund.Business Response
Date: 02/08/2024
In regard to customer concern, upon checking, he is already past our 30 days return period(for refunds/replacement). Please check our complete return policy via (link redacted), this was posted in our website for customers information.Customer Answer
Date: 02/08/2024
I am rejecting this response because: There are two reasons:
1. It is against Australian Consumer law for Gatsby Shoes to ignore Australian "consumer guarantees", when selling products and services into Australia. These rights are under the Australian Consumer Law. Gatsby Shoes is a participant as a retailer in Australia. This is evidenced by them advertising on Facebook in Australia, selling in Australia dollars and shipping directly to Australia. Under the "consumer guarantees", consumers are entitled to a repair, replacement, refund or cancellation if there’s a problem with a product or service. These consumer rights apply automatically and continue for a reasonable time depending on the product or service. Consumer guarantees are different to extra promises a business might offer, which are called warranties. Thirty days, and just three wears in my case, is not a reasonable time for a pair of shoes to last. More information on this can be found at (link redacted)
2. It is just morally wrong that a company will only offer a 30 day warranty on a pair of shoes.
Business Response
Date: 02/09/2024
In regard to customer concern, we clearly stated on our website regarding our policy, we never failed to disclose our return policy on our website. This return policy is available for customers to check before they can place an order.Customer Answer
Date: 02/12/2024
they are selling into Australia (as evidenced by Facebook ads, AUD for payment and direct shipping to Australia) and with their terms and conditions, they are violating Australian law per the link previously supplied. It does not matter where someone is domiciled when they trade. The laws of the country where they are trading are the laws they must uphold.
For example, if I sold a toxic toy from Australia to a consumer in the US. Assume the toy is legal in Australia but illegal in the US. I would not be allowed to sell it into the US regardless of whether it was legal in Australia or not. This is the same thing. Gatsby need to abide by consumer laws in Australia, regardless of their domicile, when they sell into Australia.
Initial Complaint
Date:02/05/2024
Type:Product IssuesStatus: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 on Dec 11 to have in time for Christmas per their add. Received them on 12/28 and they didn't fit as advertised in Facebook post. Returned them and they were received in their warehouse 1/5/2024 per attached POD they say refunds issued within 7-10 days of receipt and we are 30 past receipt date. I've been emailing regularly and it's always a dumb excuse.Business Response
Date: 02/06/2024
In regard to customer's concern, please email our Customer Support Team via [email protected] and provide the return tracking number so our Customer Support Team can trace the returns.Customer Answer
Date: 02/07/2024
I provided proof of delivery to them back on 1/19/2024 verifying that shoes were received at their facility on 1/5/2024. They are now saying that I sent shoes to the wrong address but I used the information from their website with return instructions.
Business Response
Date: 02/08/2024
The customer complain is not valid because he returned the order to a different company which is not related to us. Our warehouse is in Utah, but he shipped the order to Pennsylvania, the company name was GATSBY, however, we are gatsbyshoes.coCustomer Answer
Date: 02/09/2024
I accept the business's response to resolve this complaint.Initial Complaint
Date:02/05/2024
Type:Product IssuesStatus: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.
11/27/23: $60 ordered placed with Gatsby Shoes (USPS tracking #: **************************)
12/5/23 I emailed re: concerns on status of shipping for the item
12/6/23 received response that shipment would occur within 7-15 business days of order with a max of 30 days. “***” provided no information on the status of shipment and stated they do not have any control with the package and to just continue to check status. I followed-up requesting that my order be cancelled, but “***” responded that I could not cancel but could return the item within 30 days of delivery.
12/25/23 I had not received the item, nor did it show it had shipped. We left for a family vacation; however, continued to monitor tracking from USPS.
12/27/23 USPS online delivery notice on the tracking but received nothing from Gatsby.
12/30/23 returned from vacation. Checked mail to find no shoes were delivered and no notice from USPS on a pending pick-up.
On 1/1/24, I emailed “***” again and was instructed to obtain a Vendor Letter from USPS for non-delivery.
On 1/2/24, contacted USPS to obtain the “Vendor Letter”. After 3 weeks, was able to obtain letter indicating that the package not delivered and could not be found by the courier.
1/24/24, sent email to “***” including the vendor letter and requested a refund be processed
1/25/24, email stating my issue was sent for review and to allow 3-5 business days for response.
2/5/24, no response per the 3-5 business days noted. I emailed again and was notified that the courier showed the item as delivered (back to 1/2/24 discussion). I followed up again indicating my intention to file a complaint with the BBB and was finally escalated to a supervisor. I have zero expectation that I will receive a refund at this point. My only hope is that a BBB complaint will keep this company’s BBB score at an F. They should honestly not be in business.Business Response
Date: 02/05/2024
In regard to Customer's Concern,Our Customer Service Team has already opened an investigation with the courier regarding the matter. We understand the importance of the order, and we want to assure customer that we are doing everything in our power to resolve the issue swiftly. To provide our customer with the most up-to-date information and assistance, we kindly ask customer to reach out to our dedicated Customer Service Team at *******@gatsbyshoes.co. They will be able to provide her with a detailed follow-up on the progress of the investigation and answer any questions she may have.
Our customer's satisfaction is our top priority, and we appreciate her understanding and patience as we work to resolve this matter.Initial Complaint
Date:02/05/2024
Type:Delivery IssuesStatus: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 two pairs for shoes from Gatsby Shoes. There was a typo in my email which was entirely my fault. I have been working with customer service and they are unable to locate my order but have charged my credit card. At the time of order I provided a shipping address. Looking at the other complaints this seems to be a pattern of behavior with this company. I have provided customer support all the information I have including how the information is showing on my credit card statement and yet they are still unable to locate my order.Business Response
Date: 02/05/2024
Thank you for reaching out to us regarding the issue you are currently facing. We sincerely apologize for any inconvenience this may have caused, and we are committed to resolving it promptly.
To ensure that your concern receives the attention it deserves, we will be forwarding your case to our dedicated Customer Service Team. They are equipped to provide you with the most effective assistance and will be able to address your specific issue in detail.
We also advise you to make a follow up via [email protected] as only our Customer Service Team has access to order information.
Thank you for your patience and cooperation. We look forward to assisting you through our dedicated Customer Service channel.Customer Answer
Date: 02/14/2024
Better Business Bureau:
I accept the business's response to resolve this complaint. I was contacted via email by the business and received my shipment the next day.
Gatsbyshoes LLC is NOT a BBB Accredited Business.
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