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:02/03/2024

  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.

  Purchased pair of shoes for my husband for Christmas. I bought them early so my purchase date was end of November to have time to receive, wrap and have under the tree. The return policy of 30 days should not apply to this situation'. My husband didn’t even have the box open yet due to being a gift. He didn’t start wearing these until week of January 8th and by the first of February they were already coming apart. Mind you he didn’t wear them everyday during that timeframe, only wore them at most 5 or 6 times. These shoes obviously were made poorly. Instead of trying to understand my situation with being a gift and there was no way to return with in the 30 days, all I get is an automated generic response to my email. I find this unacceptable and such a terrible way to run a business. What a scam this company is. All I ask is that make it right and replace the shoe.

  Business Response

  Date: 02/06/2024

  In regard to customer concern, we only allow 30 days for returns/replacement, upon checking, customer is already past our 30 days return/refund period.

  Customer Answer

  Date: 02/07/2024

  I feel this is a terrible way to run a business not giving your customers ample time especially when it was a gift and the person receiving the shoes didn’t get them until after your “30 day policy” was up?  How is that ok and not to mention your product is awful and made poorly.
  
  

  Business Response

  Date: 02/09/2024

  In regard to customer concern, we have posted in our website regarding our 30 days return policy. This is available for our customers to check before they decide to make a purchase. We never failed to disclose this information.

• Initial Complaint

  Date:01/31/2024

  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.

  On January 14, 2024 I received a pair of shoes from Gatsby shoes as a gift from my wife. The total cost of the purchase was $108.94 including shipping. The shoes were both sized 16 wide. Neither pair of shoes fit. One pair was tight and the other pair was too small to even try on. I immediately initiated a return as per the Gatsby policy, well within the 30 day period. I expected a full refund as per the Gatsby refund policy I received a refund of $31.20 with no explanation for the difference.

  Business Response

  Date: 01/31/2024

  In regards to customer concern, we cannot find any order under his name or email, please provide us the order number so we can forward to our Customer Service Team. The customer can also email our Customer Service Team via [email protected] for this issue

  Customer Answer

  Date: 02/01/2024

  The refund notification I attached had the pertinent information which Gatsby shoes stated that they didn't have. I've attached this document to my response once again today.  The email address which the order was placed under was ******@aol.com.  The order number was #gatsbyshoes******
  

  Business Response

  Date: 02/02/2024

  For returns information, the customer needs to email our customer service team for a follow up as they are the ones who handle returns, please email them via [email protected] 

  Customer Answer

  Date: 02/05/2024

  The response from the company almost appears to be AI generated, since they don't really respond at all.  All of the requests from the company have been answered, but it seems like the company never really reads the responses and handles this.  Since we have sent all of the information which was requested by the Gatsby Shoe company, we will await their refund or will continue to leave this complaint open.
  

• Initial Complaint

  Date:01/30/2024

  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.

  My husband ordered 2 pairs of shoes from Gatsby shoes and they took weeks to arrive. Once they arrived, the shoes did not fit as they were too small. We then paid shipping to return them for a refund and we paid extra for tracking information. We got a proof of delivery for early Dec 2023. It has now been 2 months and we have still not received our refund of $114. I have reached out multiple times to their "Customer Service" email and have been told that they have not received return information from their warehouse. How does a business operate by not having updated information for 2 months on returns. This company has essentially robbed us of $114 and I am not holding out much hope that I actually get a refund. It is ridiculous to not be able to refund someone their money once the product has been returned and we also paid the shipping to return the shoes.

  Business Response

  Date: 01/31/2024

  For returns concern, customer need to email [email protected] to check the return status,

  Customer Answer

  Date: 01/31/2024

  I have already been in contact with the Customer Support email (see attachments) since early December. I have yet to be refunded after proof of delivery of my return and multiple correspondences. 
  

  Business Response

  Date: 02/02/2024

  In regard to customer's concern, our Customer Service Team already responded and addressed her concern.

  Customer Answer

  Date: 02/06/2024

  I accept the business's response to resolve this complaint. They finally refunded me my money.
  

• Initial Complaint

  Date:01/30/2024

  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 shoe construction is flawed. When the shoes arrived, they fit and were comfortable, so I assumed everything was fine. I purchased 2 pairs and wore them a total of seven or eight times combined. Then I noticed the metal eyelet was separating from the shoe. Also, the leather was tearing on the eyelets with no reinforcement.
  
  I reached out to the company and got a standard response regarding the 30-day return policy. I have made additional attempts to contact the company with no response. I requested information on which state they are registered in and would contact the BBB. They have not responded since my last email on 1/19/2024.
  
  I have email threads and photos to upload.
  
  You will note in the photos that the shoes have never been polished, are not dirty, and look new, except for the shoddy workmanship.

  Business Response

  Date: 01/31/2024

  The customer complain is invalid as we have responded to customer's email last January 18, 2024. Customer's shoes was delivered October 25, 2023, the shoes has been delivered almost 3 months, we only allow replacements and refunds within 30 days (30 days start on the day the order was delivered to Customer). Here is our complete return/refund policy, (link redacted) customer is already outside our 30 days period.

   

   

  Customer Answer

  Date: 02/08/2024

  I fully understand Gatsby's 30 day policy, and they must have a policy to limit open-end liability otherwise they would go out of business.  I get it.  And if Gatsby's over-arching business principal is entirely wrapped up in policy, that is certainly a way to do business.  In all my years of buying shoes, I have never had a pair breakdown after minimal wear and tear (combined, the two pair of shoes have been worn less than 10 times).  I bought them, they fit, and they were comfortable. I thought I was good to go.  Now I know that if I ever buy shoes again online, I should stress-test them for the entire period to reveal the presence of good or poor quality.

  I have severe duck-footing resulting in uneven wear on the outside rear of the heal. There are no signs of heel wear on these.  Also, the stitching is unblemished, there are no scuff marks, and they have never required polishing. Another thing I learned is to always check multiple sources before trusting an online vendor.  I could have saved myself some money and anguish.  Always pick a company that prides themselves on quality workmanship.
  
  

  Business Response

  Date: 02/09/2024

  We understand customer concern, however we only offer 30 days for returns.exchange. 

• Initial Complaint

  Date:01/28/2024

  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.

  I purchased shoes from the Company (gatsbyshoes.co) website in November 2023. I received my shoes on 12/4/2023. The size was too large so I submitted am email request to exchange for a smaller size on 12/5/23. I received a reply from customer service with exchange instructions. I returned the package in accordance with the instructions on 12/15/23 (well within the 30 day return period). I included a FedEx tracking number with the return as instructed and emailed that information to the company.
  
  On 1/15/24, I contacted the company as I had not yet received my exchange. I was told by email that the "warehouse" had not sent over the list of returns yet but that they process returns in 1-2 weeks. I resent to the company my tracking number and confirmed that it had been delivered to their facility on 12/18/23 (there was a picture of the delivery). I was told they were sorry but they needed to wait for the list from the warehouse. Multiple emails later, it is now 1/28/24 and I just received ANOTHER standardized email saying they have not yet received the return list from their warehouse. Their customer service phone number on the website, which purports to be "24/7" does not answer. It seems almost impossible to identify any other contact info, including state where they are located. It has been almost 2 months since the requested exchange and they won't even acknowledge it has been returned despite tracking evidence.

  Business Response

  Date: 01/30/2024

  In regard to customer's concern, for all return's request and information, please email [email protected]

  Customer Answer

  Date: 01/30/2024

  My initial complaint is illustrated perfectly by the response given by the company. My complaint was based on the company’s failure to resolve my concern despite multiple emails to the exact email account they provided, several of which are attached to this complaint as examples. They have not addressed my core concern despite numerous emails this account, and instead responded with canned answers and a request that I continue to wait.

  Now comes this response, which appears to be written without even reading my complaint, telling me to email the exact customer service account that has been unresponsive to my concerns for almost 7 weeks. This is rich.

  There is zero effort to resolve my concerns with this response. I doubt a human has even read them.

  
  

  Business Response

  Date: 01/31/2024

  In regards to customer's concern, he needs to email our Customer Service Team to follow up on his returns. He needs to email [email protected] to check on his return's status.

  Customer Answer

  Date: 01/31/2024

  I HAVE emailed customer support mutiple times about this and keep getting the same answer. This is the basis of the complaint! I've attached two examples of these emails. Each time, they have told me they have to see if they received it. Each time I have responded to customer service email account that they HAVE received it and I HAVE provided them the FedEx tracking number to confirm that it HAS been received. These responses to this complaint are the same experience I have had with customer service. They don't actually deal with your concern, they just say they are working on it even though the only thing they need to do is actually issue my exchange.
  
  Please respond appropriately to my actual complaint, e.g., that you have now had my items to exchange since 12/18/24, mutiple emails have been sent to customer service inquiring about status, customer service continues to say they are looking into whether the item has been received, I continue to send them the confirmation of receipt information, and we go round and round in circles.
  

• Initial Complaint

  Date:01/19/2024

  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.

  Terrible customer service. I sent a response within 12 hours of receiving shoes and insoles that I did not want them; too big.
  
  It took four emails back-and-forth before they finally sent me the information to return them. Upon initial order there site states “100 percent satisfaction with your purchase, will go above and beyond to make it right”. I’m being told it will be $20 to return these shoes plus the fee for shipping them myself and a credit card fee as well. Their instructions for returning are very difficult, which makes it seem like they are doing it on purpose in order to say that they will not give you a refund. I see that they are asking for paid reviews. If I had thought that I could not get my full refund I would not have even ordered these. I am very disappointed with this entire encounter. I am sending them back tomorrow, within two weeks of ordering and will see if I even get my money back.
  Order number gatsbyshoes******

  Business Response

  Date: 01/22/2024

  The customer complain is invalid as he misunderstood the offer, he only needs to pay the returns shipping fee to send the order back to our Orem Utah warehouse. The $20 fee is an estimate returns fee only hence customer can still check other courers to use when returning the order.

  Customer Answer

  Date: 02/10/2024

  I would like to add this message from the Gatsby shoe company. I returned the new shoes and insoles within the 30 day return time frame. and included their required shipping information 

  8 Feb 24 via USPS  tracking number:

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

  
  

  I request this file be kept open until I see if I receive my return. 

  
  

  Sincerely yours,
  

  
  

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

  
  

  Customer Answer

  Date: 02/20/2024

  The company has not issued a refund. 
   
  
  ********* *******

  Business Response

  Date: 02/22/2024

  We advise customer to contact our Customer Service Team to follow up with returns as our Customer Service Team handles all returns. 

• Initial Complaint

  Date:01/17/2024

  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.

  they delayed my order past 30 days . Order nov 11th and did not receive the order until jan 16th . I contacted them several times and tried to cancel the Oder but they refused. Now they say they can’t refund because it’s past the 30 days from date of order Due to their negligence

  Business Response

  Date: 01/18/2024

  The customer complain is not valid as there was no email from us stating she is past 30 days. What we have given her is a return instruction that says she has 30 days to return the order to which 30 days start on the day the order was delivered to her address. We believe that customer did not read the return instruction properly.

• Initial Complaint

  Date:01/17/2024

  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 a pair of shoes on 11/26/23 for a total paid in full of $74.94. I still have not received the shoes. I’ve tried to resolve with customer service multiple times with no resolution. They have provided 2 different tracking numbers one which showed delivery to canada the other still shows in transit in Jamaica, NY. Will not provide a refund. They made me file with usps a lost claim & still will not resolve. You call customer service & it only gives you automated message & hangs up. Only contact is via email & they keep telling me it’s customers responsibility to resolve. Total scam if a company. I sent proof from usps that item lost & response was we cannot read clearly. As a company it’s their tracking number so they can easily see I have NEVER rec’d package and could refund money but are choosing to not.

  Business Response

  Date: 01/18/2024

  We have checked customer and this was already delivered. Here is the tracking details (link redacted).

• Initial Complaint

  Date:01/15/2024

  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 have purchased shoes from Gatsby for my 85 year old husband. This is the fourth pair over the last two years, all identical style, two brown two black. My recent purchase in December 2023. This new pair has inconsistent sizing. I requested a return shipping label and for the shoes to be replaced. Gatsby has 100% customer satisfaction on the website. I have been denied, multiple times- quite rudely. I supplied photos proving the defect in the shoes, it is visible obvious. I have requested my request be escalated. They refuse to stand behind quality and customer satisfaction. Order number: gatsbyshoes******

  Business Response

  Date: 01/17/2024

  We have checked customer's shoes and the size was sent correctly, for returns, customer is responsible for the returns fee.

• Initial Complaint

  Date:01/11/2024

  Type:Delivery 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 ordered a pair of shoes at the end of September. I subsequently received notice to expect the shoes in December. It is now January and no shoes. I have submitted three emails requesting a status update. No resonse but I did receive a request asking whether “****” had answered my questions. I was not contacted by anyone from the company. The tracking shows the package has been at a USPS site for the last two months. Smells like a bogus operation.

  Business Response

  Date: 01/12/2024

  We have checked customer's information and we already responded to his email about this order issue. 

  Customer Answer

  Date: 01/16/2024

  I didn’t receive the referenced email.  I did receive two emails asking if **** had satisfied my complaint.  I would love to receive an email from Gatsby.  Request they resend either through this media or to my listed email.  Thanks to Gatsby for the attempted resolution, looking forward to final resolution.
  
  
  

  Business Response

  Date: 01/19/2024

  For customer's concern, he can email [email protected] to make a follow up.

  Customer Answer

  Date: 01/22/2024

  it has no continuing involvement by BBB.  I will send my fourth email to Gatsby support in hopes of receiving an actionable email.