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:01/11/2024
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.
I ordered size 9 shoes at the end of November - for a X-Mas gift. The shoes are way too big - I can wear size 9 in most shoes. I don't want a refund, I want an exchange for the same shoe in size 8. TERRIBLE that for a holiday gift - they are only honoring "30 days for EXCHANGES". This is deception. I understand any store saying NO refunds after a set time period. But this is a size issue - because their shoe is way too big.Business Response
Date: 01/11/2024
Thank you for reaching out to us. Regarding customer's concern, we do allow returns for refund and exchange as long as they are within our 30 days return period and the shoes are not damaged nor show any signs of usage. Please check our return policy via (link redacted). As for customer's order, since he past the 30 days return period, we won't be able to accept his return request.
Initial Complaint
Date:01/11/2024
Type:Billing 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 purchased the following items on Friday 11/24/2023:
Gatsby Gel Insoles Quantity: 1: $9.99
Oxford Lisse Orthopedic Dress Shoe - Black / 16 / Wide Quantity: 1: $64.99
Oxford Lisse Orthopedic Dress Shoe - Brown / 16 / Wide Quantity: 1: $64.99
Discount (code: ): $-25.99
Subtotal: $113.98
Shipping: $0.00
Total: $113.98
The items arrived a month later, but the shoes did not fit. To return the items the shipping fees are almost the price of the items themselves and are not refundable.Business Response
Date: 01/11/2024
The customer complain is invalid as we have stated in our website for the return policy that customer is responsible for the returns fee. . Please check our return policy via (link redacted) policy. We can only refund once the shoes have been returned to us.Customer Answer
Date: 01/22/2024
it does not state whether or not the shipping fees will be refunded once the items have been returned. If I pay for the items to be shipped back will I be refunded for just the items, or the items and the shipping fee that I have paid?Business Response
Date: 01/22/2024
In regard to customers inquiry, as stated in our return policy which customer can check via (link redacted), the customer is responsible for the returns feeInitial Complaint
Date:01/11/2024
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.
I placed this order on November 27, 2023. 45 days later the order has not arrived, nor has it been picked up by the carrier. I have been told numerous times the order can't be refunded once it has shipped, and yet the email sent yesterday indicates it hasn't been shipped.
I have been given the run around for 45 days, and the best customer service can do is offer a 30% discount on the next order. No one in their right mind would be scammed twice. I want a full refund from this company.Business Response
Date: 01/11/2024
Regarding customer's complain, we did not find any order under her name or email address. Please provide us the order number if not the name used in the order so we can check her informationCustomer Answer
Date: 01/12/2024
Additional information attacked. On change in shipping statues.Business Response
Date: 01/18/2024
In regard to customer's concern, she can return the order once received, for return request, customer needs to email [email protected]Customer Answer
Date: 01/18/2024
I would now have to pay for the return and not receive all my money back. I hope Gatsby will do the right thing.. Either fully refund my money or pay for the return plus refund my my money. There has been no consideration for my inconvenience and the fact I had to buy another pair of shoes for the occasion. BBB - I hope you will further investigate this company if they don't resolve my issue.
Initial Complaint
Date:01/11/2024
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.
GatsbyShoes delivered my order to a nonexistent address. I contacted customer service and they have refused to deliver my order or refund my money.Business Response
Date: 01/19/2024
The customer complain is invalid as he provided a wrong address for his purchase, we only delivered the order to the address he provided us with, I have attached the customers order information with the shipping address below
******* ***
**** ******* *****
******* ** *****
****** ******Unfortunately, the address error was from the customers end.
Initial Complaint
Date:01/10/2024
Type:Delivery IssuesStatus: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.
Placed order 11/30/23. As of 1/8/24, package not received. Company refuses to refund. I have been given multiple excuses such as holiday related shipping delays and "unforseen circumstances" in their end. According to tracking, package is, and has been, in Jamaica NY. Unable to reach by phone. I just want my money back and they refuse to acknowledge that there is a problem. They tell me to return to product for refund. Literally not even possible when I've not gotten it! All other customers should ban together and take legal action.Customer Answer
Date: 01/12/2024
I have emailed and requested a refund multiple times and have been denied because items are "in transit". Please see screen shots of tracking.Business Response
Date: 01/19/2024
For customer's concern, please email [email protected] to make a follow upCustomer Answer
Date: 01/22/2024
I still haven't received package and have already emailed supportInitial Complaint
Date:01/10/2024
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.
A pair of Gatsby shoes was purchased for me as a gift from my wife, Q4 of 2023. I unboxed the brand new shoes and attempted to put one of them on my foot, the shoe ripped apart in multiple places. I then tried on the other shoe and the exact same thing happened. Almost as if there was nothing connecting the different parts of the shoe. In fact, when you look at the bottom of the shoe after it failed you can see almost no connectivity points between the base and the shoe itself. We attempted to return the shoes but the consistent delays in customer service response resulted in our return going outside of the 30 day window. This is a pure and complete scam, the shoes are not wearable and there is a repeated, documented history of these issues across all e-commerce platforms where these shoes are sold. The product being advertised should not be able to be sold as a "shoe" as it does not meet the literal requirements once received by the consumer.Business Response
Date: 01/19/2024
In regard to customer's concern, unfortunately there is no order found under this name ***** *********** please provide us the name used in the order and please email [email protected] for this concern.Customer Answer
Date: 01/29/2024
I wish to keep this complaint open. The order placed with the company was done by “****** ***********”. The product received was not a “shoe” per my original complaint and the pictures I have provided showing the materials not existing in the form of a shoe (maybe a snow-shoe?).Customer Answer
Date: 01/30/2024
The company is using a difficult refund/return process to force customers into being unable to return what is effectively junk. The full e-mail chain would show the multiple e-mails requesting information with no response until the 30 day period was already over. The company is using poor communication to further already questionable business practices. The company can't refute the quality claim as there are thousands of similar claims well documented on social media and formal review platforms. I have already provided proof that the product we received was not up to any level of standard for an article of clothing. Because the company failed to communicate in a timely manner (intentional or unintentional), the return policy was even more restrictive than what is written. We request a full refund.
Business Response
Date: 01/31/2024
In regard to customer concern, we already attached the proof that we have provided a return instruction to customer last December 19, 2023 to which customer also responded, contrary to customer's statement that we did not respond to their emails .The customer failed to return the order even after we have provided the return instruction. Customer is already past our 30 days return period. We only allow 30 days for returns.Initial Complaint
Date:01/10/2024
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.
Merchandise not receivedBusiness Response
Date: 01/11/2024
In regard to customer's concern, please email [email protected] to check her order information and request for reshipment if not refund for long delivery.Initial Complaint
Date:01/07/2024
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.
This appears to be a scam! I ordered 2 pairs and after 2 weeks no status or order update. No contact # to call and after several emails they responded very vaguely not providing any order updates. Now after more than 45 days any say delivered but they have not been delivered. Now not responding to my many requests for a refund.Business Response
Date: 01/09/2024
We have checked customer's order and this was succesfully delivered last December 26, 2023. Here is the tracking **************************. We advise customer to make a follow up with USPS and file a lost claim and forward it to us via [email protected] so we can open an investigation on the order.Initial Complaint
Date:01/05/2024
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.
My order was first placed on 12/6 after reaching for shipping updates I was referred to fast track express which shows it’s been in Jamaica, NY for days upon days. When i ask for refund they offer an exchange. I haven’t received my first pair why would I want another one? I don’t!! This company is a scam. Takes forever to get a response from customer service. The 24/7 customer service number tells you to contact customer service email. It’s a joke. I just want my money back.Business Response
Date: 01/17/2024
In regard to customer's concern, unfortunately we cannot find any new order placed by the customer, please provide us the order number so we can check customer's order status.Customer Answer
Date: 01/25/2024
I don’t have another order number, this concern is regarding my first order. I’m unsure what gatsby is talking about. I FINALLY received my order, but now I need a return and no one will get in contact with me. I’m not shocked. Customer service is horrible. I want to return these horrible, quality shoes and get my money back. They stunk and totally are not as pictured. Parts of the shoe were painted. False advertisement at its finest.Business Response
Date: 01/28/2024
In regard to customer's concern, he can email [email protected] for return request.Initial Complaint
Date:01/03/2024
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 two pair of size 10 shoes on 11/28/23. The wrong sizes were received on 12/30/23. They refuse to take them back unless I pay a fee. I sent the size shown on the shoes - it’s clearly not in line with their records from my order, so they stopped responding.Customer Answer
Date: 01/04/2024
*** - Your own website, image attached, indicates that a size 10 is a 44. You are wasting my time and hoping I just run out of steam. I have made a complaint with the Better Business Bureau and the MA Attorney General. It looks like there are tons of people complaining that you have done this to them as well. Right now all I want is my money back, but I will pursue this, because I am furious with the amount of my time you’ve wasted with your blatantly dishonest practices.In Massachusetts, unfair and deceptive trade practices are governed by M.G.L. 93a. Please consider this my statutory 30 day demand.I am requesting that you issue a refund in full immediately. If you would like the shoes back then I am more than happy to send them if you send a postage paid shipping label.******* ********Business Response
Date: 01/04/2024
The customer complain is not valid as customer ordered a US size which is equivalent to size 45, If the shoes do not if customer, please email our customer support via (link redacted) to request a return information.Customer Answer
Date: 01/09/2024
Their chart at Gatsby Shoes has three columns. One is for US, the next UK and the third is EU.
it shows:
US 10
UK 9
EU 44
i ordered a US 10. They sent me EU 45 and EU 46. According to their chart I should have received two pair of 44.
They keep repeating that she chart indicates 45, but it clearly doesn’t. Unfortunately this site won’t let me load the image, but it’s readily available in their website. And i have provided the highlighted screen shot to them many times.
Business Response
Date: 01/09/2024
We already explained to customer that she ordered a US size 10 which is a 45. She never ordered a Euro size hence she cannot compare the sizing to a Euro since what we shipped to her is a US size. We already provided customer a return instruction to return the shoes to us.
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