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:01/03/2024

  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.

  I ordered from gatsby shoes. It took them over a month to even have me received the shoe. They told me it was in China. But they're tracking said it was in New York. The whole time once I receive them. They are awful. They are cheap.
  And definitely not worth the $70. You paid more like $7 is all they should charge now. I'm trying to return them and they're giving me a hard time. They're rude and no one should ever purchase from them. I just want my money back.

  Business Response

  Date: 01/04/2024

  In regard to customer's concern, we have checked the email exchange between customer and our Customer Service Team and the emails were not being rude, customer was already given return instruction. We are waiting for an update from the customer regarding her return information. We can issue a full refund once the return has been received in the warehouse.

  Customer Answer

  Date: 01/05/2024

  The world needs to know what a horrible company. This is yeah, I can send it back but in order to send it back they're giving me a list a whole page long of what I have to do I have to pay to send it back, which is pretty much half? The $70 for this cheap crap, they lied about where it was their tracking system, said the whole time it was in New York and then when I asked him they said. Oh, it's not there yet, but we understand we're having problems with our tracking system. The world needs to know no one needs to order from these people.  Their system is horrible. They lied about getting it to me by Christmas. They lied about where it was and I swear to God. It took them maybe 5 cents to make what they sent me. It was horrible so no I rejected. And I'm gonna have to send this back. Only get half my money back for a piece of crap they sent me
  
  
  

  Business Response

  Date: 01/05/2024

  The customer complain is not valid as we have stated on our website regarding the delivery days. Here is the information on our website (link redacted). We also gave customer instruction on how to properly track the order. The customer also misunderstood the return information as the amount stated for a return fee was an estimate and that the customer can check other couriers for returns as customer needs to send the order back from her end. We also stated that customer can return the order for a full refund as long as it is within our 30 days return period.

  Customer Answer

  Date: 01/08/2024

  When this company keeps falling back on rules, they seem to make up every time someone has a point. I'm not the first one that's complained to the Better Business Bureau. I'm not the first one who's had an issue on Google with them. So you can close this but I'm going to rack them up on every website. I can get ahold of they have been awful. You have an awful rating on Google. Your product is awful and your business is awful and I have the proof you can say whatever you want.
  
  
  

• Initial Complaint

  Date:01/01/2024

  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.

  12/02/23 I orders 2 pairs for shoes for a Christmas gift from (link redacted) 12/03/23 $129.98 was posted as a purchase from my bank account for said purchase.
  12/13/23 I received an email stating the shoes had been shipped, but the post office in Jamaica, NY was awaiting the item, only a label had been created.
  12/16-12/26 tracking showed that the post office was still awaiting the package.
  12/30/23 I finally received the shoes, they did not look at all or feel as described in their advertising. I immediately requested a return and refund.
  This was the respite I received:
  On Sun, Dec 31, 2023, at 10:06 PM, Gatsby Support wrote:
  Hi *********,
  
  Thank you for reaching out to us and we are sorry to know that you have decided to return the product.
  
  Unfortunately, we do not offer free returns, the customer is responsible for the returns fee. You can view our return policy on our site (link redacted). Estimate costs for returns within USA customers are $15-$20 and for customers who ordered outside the USA is $40-$50 (Please take note that you can always check for shipping costs from other couriers)
  
  To ensure maximum customer satisfaction, we offer quick solutions with a very short turnaround time. We can refund 30% of the total amount of your order and you may keep the item (processing time 12-24 hours).
  If the item does not fit or is not to your liking, you can resell if not donate it.
  If you still want to return the order for a full refund or exchange, please let me know so I can send you the return Instructions.
  
  I hope to have informed you sufficiently in this way…
  
  Sincerely, *** ******The website states a refund will be issued if within the 30 day period.
  
  I cannot reach anyone to speak with through their phone number and have attempted many emails, and am getting misleading information and I am worried I will not receive my money back.

  Business Response

  Date: 01/04/2024

  The customer misunderstood the offer as she also has the option to return the shoes and we already provided customer the return instruction.

• Initial Complaint

  Date:01/01/2024

  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.

  November 29, 2023
  I purchased 3 items totaling $201.27 from Gatsby Shoes online. I have tried the tracking and it has been giving me the same location in New York for weeks now. I have tried multiple times calling their customer service line which is the only phone number listed, and it gives an automated recording stating to go to their website. I have emailed them multiple times requesting help with my order but no response.
  I would like some assistance with this issue if possible. I do not want to see anyone else taken advantage of by this company.

  Business Response

  Date: 01/04/2024

  In regard to Customer's concern, her order is still in transit and can be tracked via (link redacted).  Our deliveries during peak season take longer than our regular days to which we also stated in our shipping Policy. We advise customer to check her tracking status from time to time for her order's location.

  Customer Answer

  Date: 01/05/2024

  I have tracked my package multiple times through December and now in January and it still says it is in the same location in New York as it has been for the past month.  I asked Gatsby Shoes for a refund on my order and they would not respond to that.  They only told me that my package was shipped internationally and it takes longer to arrive.  I would like a refund on my order.  I would just like to end this.
  

  Business Response

  Date: 01/05/2024

  The customer complain is not valid as we have clearly stated on our Shipping Times regarding the length of delivery during peak season. The customer's order is still in transit hence it cannot be cancelled, customer however, can return the order for a refund once received. For returns request, customer can email *******@gatsbyshoes.co

• Initial Complaint

  Date:12/28/2023

  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 a pair of shoes as a Christmas gift. The first time the shoes were worn, they fell apart. I sent a photo and asked for a refund and was denied because they only offer refunds/returns within 30 days.

  Business Response

  Date: 12/29/2023

  We have checked customers order and she is already past our 30 days return/replacement period. 

  Customer Answer

  Date: 01/02/2024

  I am rejecting this response because: 
  

  Business Response

  Date: 01/03/2024

  We do not offer extension on our 30 days return policy during peak seasons hence the reason we cannot offer refunds nor replacement. Our return policy also stated that we only offer 30 days for returns/exchange. Here is our refund policy (link redacted)

   

• Initial Complaint

  Date:12/27/2023

  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 the black dress sneakers for my son on 11/28. The ad said ships from South Carolina. It took almost a month to get the shoes, the tracking said Shanghai was where they were coming from. Finally received the shoes and they were awful. The one shoe has a red and blue stripe on the outside of the sole which is as shown on the website. However, the other shoe has red on the outside and the blue on the inside of the shoe. Obvious defect. When I contacted company for how to return, I was told I would have to pay to send them back. Instead they offered 30% discount if I would just keep them. How is that ok?

  Business Response

  Date: 12/29/2023

  The customer complain is invalid as we have sent her a return label for the return and she also said in her last email that she will send the shoes back, until now customer did not return the order using the return label we sent her via email.

  Customer Answer

  Date: 01/02/2024

  I would like to reject until I see if they actually credit the full amount. The return was mailed out on Saturday so they should have them later this week or next. They have just been so goofy to deal with I am not convinced they will follow through if this is closed.

  Business Response

  Date: 01/03/2024

  For follow up regarding your order concern, please email [email protected]

  Customer Answer

  Date: 12/22/2024

  I heard back from the company today after I sent them the video. They have sent me a return label for the shoes and have offered to refund once they receive. Fingers crossed because it took over a month to get the shoes in the first place

• Initial Complaint

  Date:12/26/2023

  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.

  Unbelievably terrible customer service. I purchased a size 16, it was too small. I paid shipping to exchange for a 17. It has now been 3 months with no update, even after multiple emails. No number and extremely generic responses when I email asking for an update.
  
  I am just in awe of how bad the customer service is.

  Business Response

  Date: 12/29/2023

  In regard to customer concern, the tracking number he provided is invalid, we still have not received his return as well. This is the tracking number customer provided us with ******************. We advise customer to check this information as this tracking number is not recognized in the UPS site.

  Business Response

  Date: 01/04/2024

  For customers concern, he can use the code ******** for a 30% off on his next order. 

  Customer Answer

  Date: 01/04/2024

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

• Initial Complaint

  Date:12/26/2023

  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 3 pairs of shoes from Gatspy Shoes Co. In November 18, 2023. I've contacted the co regarding delivery several times. To date, over a month later, I have only received one pair, way past the 30 days. Now I am stuck with cheap plastic shoes because they won't refund past the 30 day purchase. They claim the other 2 pairs are on the way, but now I am out $198.97 dollars because it's past the 30 days of purchase. When I asked for a return label, they told me I have to pay for that, but not guaranteed a refund if its past the 30 days, which I had no control over. No phone number to call just email to contact them! To review, I've in constant contact with this company, I gave it a week to process my order back in November before I started inquiring about delivery, they then said 7 to 10 days to process, still then nothing. It is now over a month December 26, 2023 with still not the full order delivered. So now I am stuck with the 1 pair and unable to get a full refund since it's past the 30 days of my purchase.

  Business Response

  Date: 12/29/2023

  In regard to customer's concern, the first shoes were delivered Dec. 18, 2023 hence she can return the shoes until January 18, 2023. The other shoes are still on the way, she can return them once received. For returns instruction, customer can email *******@gatsbyshoes.co

• Initial Complaint

  Date:12/21/2023

  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 2 pairs of shoes on 11/28/23 and still have not received my purchase. I have contacted Gatsby support by email several times about shipping updates. The tracking number they provided shows that USPS is awaiting the package in Jamaica NY. Gatsby support told me I needed to change the tracking from USPS to LTEXP. Well that shows them in Shanghai same scenario. It seems having read the first 2 pages of complaints, that I am not alone with this exact same problem with the exact same responses from Gatsby. At this point I would just like a complete refund, however I am past the 1 hour mark according to the refund policy and I’m unsure if I will ever get anything to be able to return for a complete refund. I will never recommend Gatsby shoes and I will be telling people buyer beware.

  Business Response

  Date: 12/23/2023

  In regard to customer's order it is already in transit and will be delivered next week, he can track the order via (link redacted)

  Customer Answer

  Date: 12/27/2023

  The issue was the lack of communication by Gatsby shoes and the fact it took 30 days to receive my items. They claimed it was holiday related, but I disagree. Having read the same complaints by other people having made purchases outside of the holiday rush. I did finally receive my items. However, I have contacted Gatsby shoes for a refund and they have communicated what I need to do to get my refund. I just would like for them to do better with their shipping practices and do a much better job communicating with their customers. This is the only reason I did not accept their response.
  

• Initial Complaint

  Date:12/21/2023

  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 October 11, 2023, I ordered Oxford Lisse Orthopedic Dress Shoe - Brown / 13 / Normal for a cost of $70.31 including FL sales tax ($64.99 cost for shoes) from Gatsby Shoes (link redacted). Shipping took a long time, seemed like shoes were stuck in customs in Jamaica, NY for extended duration. I received the order on October 27, 2023. Upon inspection of the shoes, I determined the quality was not as advertised, and I contacted the seller to request a full refund under their 30-day return policy. I followed their instructions exactly and paid $33.54 to ship the shoes back to the address specified. I received confirmation that delivery was made to their address on November 3, 2023. The seller told me it would take 1-2 weeks for them to process and inspect the return before issuing a refund. I have contacted them numerous times and they still have not processed/inspected the returns, saying they are backlogged and it will take another 2-3 weeks to process. In the meantime, they have the merchandise in addition to the money paid to them, and I am out the return shipping cost. I will upload all correspondence for your reference. I just contacted my credit card company to file a dispute for the full purchase price today, but can not do anything about the return shipping cost.

  Business Response

  Date: 12/29/2023

  In regard to customer concern, It has come to our attention that a chargeback has been initiated for the transaction in question. Chargebacks involve a formal dispute process, and once initiated, it limits our ability to process a refund through our standard channels. For us to be able to refund customer , the chargeback needs to be closed. Once the chargeback is closed, we will be more than happy to assist you in processing the refund promptly for the return.

  Customer Answer

  Date: 01/02/2024

  The business has continued to stall and delay refunding my money.  On December 22, 2022, they emailed me to ask:

  Hi, May we know to which address did you return the shoes?
  

  For other questions or concerns, please don't hesitate to contact us!
  
  Sincerely,
  *** ******
  Customer Service Representative

  -------------

  I replied:  "Quit stalling!  You know exactly which address I used because you told me where to send it and stated explicitly in your email to be below that you have only ONE address in the United States.  I followed your instructions exactly."  Then, I copied/pasted the address they instructed me to use.  They replied:

  -------------

  Dear Daniel.
  
  I hope this message finds you well. We appreciate your patience and understanding as we work to process returns for refunds and exchanges. However, I regret to inform you that as of today, we have not yet received the expected list of returns from our warehouse.
  
  We understand the importance of resolving this matter promptly, and we want to assure you that we are actively following up with the warehouse to expedite the processing of your return. Our team is committed to ensuring that your refund is processed as soon as possible.
  
  We sincerely apologize for any inconvenience this delay may have caused. Your satisfaction is our priority, and we are working diligently to address this issue.
  
  As soon as the warehouse sends us the list, we will process the refund/exchange (depending on your request).
  
  Thank you for your understanding and continued patience.
  
  For other questions or concerns, please don't hesitate to contact us!
  
  Sincerely,
  ***
  Customer Service Representative

  Business Response

  Date: 01/04/2024

  The customer's information has been forwarded to the warehouse he can email (link redacted)

   

   

  Customer Answer

  Date: 01/04/2024

  I have emailed them numerous times already and they keep making excuses. Sadly, this seems to be the only way to get a prompt reply from them. My complaint stands.

• Initial Complaint

  Date:12/20/2023

  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 2 pairs of shoes and insoles. I received one pair of shoes and can not track the remaining shoes and insoles. I have sent numerous emails and the phone number goes to nowhere except message to email. 1 paid 121.00 for shoes purchased at a discount

  Business Response

  Date: 12/23/2023

  In regard to the customer concern, upon checking, his order was succesfully delivered last December 19, 2023. The order can be tracked via (lnk redacted)

  If  some shoes are missing, customer needs to email [email protected] and provide pictures of the shoes received and the label it came with for further investigation

  Customer Answer

  Date: 12/27/2023

  ******* **** I was told by the company to produce the package the item arrived in which I don’t have. They did the shipping and should be able to track package and the weight.  The weight of package would justify my claim of partial shipment