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Snipes USAThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Snipes USA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 389 total complaints in the last 3 years.
- 69 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:01/04/2024
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 an order online for 6 pairs of sneakers. I only received 5 pairs. I tried to call the business and cannot get through on the phone. I have emailed them and submitted numerous email requests and have not gotten a response. I want my money back!Business Response
Date: 01/05/2024
We have responded to this customer directly via their customer service request.Initial Complaint
Date:01/03/2024
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.
Purchased billed date 12/31/23 Amount $197.95 Order #: *********** I was told by an agent to rest assured that my item was shipping and, that my order was processing only to receive a cancelation email hours later. Funds should be in my account, I've reached out to their company with no response.Business Response
Date: 01/05/2024
We have responded to this customer directly via their customer service request.Initial Complaint
Date:01/02/2024
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.
STORE WONT ACCEPT RETURN EVEN THO WEBSITE SAYS I CAN RETURN IN A STORE. (********** MALL CHESAPEAKE VIRGINIA)COSTING ME TO PAY FOR SHIPPING SNEAKERS BACK.Business Response
Date: 02/15/2024
Hello. This customer received a refund on January 11, 2024.Initial Complaint
Date:12/31/2023
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.
Order #: *********** Date 12/18/23 I ordered 2 pairs of Size 7 ****** sneakers for my twin daughters Christmas gift. I paid in full on my debit card and it was charged immediately. I received a huge defected *** box that only contained ONE pair of sneakers. I contacted customer service and left 4 messages about my issue. Snipes customer service has yet to call/email or contact me in any way. This has been almost 2 weeks and I feel as though I was robbed and taken advantage of. I also went into the physical store on 25th Street in ************* Mall in Easton,PA. They also couldn't help me and referred me back to customer service. This ruined Christmas because they didn't get the sneakers that they asked for. Currently, I still don't have the other pair of sneakers I paid for and I feel like the company should compensate me for time, energy and MONEY spent.Business Response
Date: 01/05/2024
We have responded to this customer directly via their customer service request.Customer Answer
Date: 01/08/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: I ordered and paid for TWO pairs of sneakers. Snipes has only offered to return ONE pair of sneakers. The receipt clearly says TWO pairs and the store also confirmed. I don't understand why it's so much of a process to return MY money. SNIPES gave me NO product but still charged me for the sneakers. This is FRAUD
Regards,
*******************************Initial Complaint
Date:12/31/2023
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 placed a large order of 6 pairs of shoes for my sons. 4 shoes came boxed separately. 1 box said it had 2 pairs of shoes but only one arrived in the box. I purchased these for Christmas. Once I started opening up boxes because i do alot of Christmas shopping online i noticed the error. I tried calling but the number goes straight to a voicemail telling you to email them. I placed several emails and opened several cases. I have yet to hear from them at all! My order number is #***********. The missing pair is: ********** *** *** ** black Unisex /11C Quantity: 1 SKU: *********** $40.00 I have 2 cases open: ******** and ******* through the site but I emailed them at least 2 or 3 times through the customer service email and provided my phone number. I have not heard anything! I'm highly disappointed. I have ordered from ***** **** many times and have never had an issue. I believe I have ordered from Snipes since the change as well. This is the first issue I've had however it is a huge one that will make me not order again if this isn't resolved! At this point I would just like my money back.Business Response
Date: 01/05/2024
We have responded to this customer directly via their customer service request.Customer Answer
Date: 01/15/2024
The company responded and said they would give me a "one time courtesy" and give me my money back. I should expect it within 3-5 business days. Which I don't quite understand because they are the ones that didn't send the shoes. But anyways that's what I wanted so I was happy. However, that was on 1/4. I still have not recieved my money. I sent a message 1/12 making them aware I haven't received my refund and the response back was please refer to the previous email from 1/4. The customers service is not great at all and they keep sending emails after they respond that the case is resolved. It's not resolved. I just want my money back!
Customer Answer
Date: 01/15/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: I have not received my refund as promised on 1/4. Their response stated it would take 3-5 business days. Alerted the company on 1/12 no refund received and given a response to refer to 1/4 email.
Regards,
***************************Customer Answer
Date: 01/29/2024
The company has been in contact with me several times now. They have corrected the issue. I have received my refund. I would consider the case closed. Thank you BBB for your assistance.
Initial Complaint
Date:12/31/2023
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 purchased from snipes 12/24/2023 and my order is still pending and i tried to contact them by calling even email still no one replied back to me.Business Response
Date: 01/05/2024
We have responded to this customer directly via their customer service request.Initial Complaint
Date:12/31/2023
Type:Service or Repair 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 marked as delivered but I did not receive it I was unable to speak to a live person about thisBusiness Response
Date: 01/05/2024
We have responded to this customer directly via their customer service request.Initial Complaint
Date:12/28/2023
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.
Here is the item received with error!!!!! Order #: *********** SKU: ********** Order date 12/20/2023 I only received one shoe in the package and this was a gift for Christmas. I currently have a size 13c right foot shoe only. The left foot shoe is missing. This is unacceptable and Clearly Quality Assurance in this warehouse does not do their job. I would love to have the other shoe sent without the hassle of sending the other shoe back and taking days for a refund. What an inconvenience, some form of compensation would be greatly appreciated for this error. I have also been reaching out to the company via their "contact us" page as well as personal emails to customer service since the moment I received and opened the box on 12/22/2023.Business Response
Date: 12/30/2023
We have responded to this customer directly via their customer service request.
Customer Answer
Date: 01/17/2024
Thank you so much, for such a timely response to my complaint. I would like to update you on my case with Snipes. I’m pleased to inform you that the issue with my shoes has been resolved, with satisfaction.Initial Complaint
Date:12/27/2023
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 a pair of ****** 11's on December 11th in a size 11.5 and when my package arrived on December 14th the box felt smaller than it should be. I went into a physical snipes location and decided to open the package in front of two store employees. When we opened the box it contained a size 6 in youth. CRAZY!! The store employees told me how messed up the situation is but couldn’t help me because they can’t return a kids size unless I want the kids value in $$ to returned to my card instead of the price I paid for an adult size which was $243 with shipping. They told me I need to contact customer service, so I did and now 13 days later I still have not heard from Snipes even though I created two cases with their customer service. This company is absolutely terrible with customer service and after not responding after 13 days of sending a customer the wrong size, I’m totally convinced they are a SUPER SHADY COMPANY that at this point is scamming. I opened a fraud claim with my bank and I’m definitely going to win because snipes does not respond to customers and for a company so big, I cannot believe how many open cases they have BBB with a strong F rating, I wish we could all sue together… I was out $243 for my Christmas shopping and also the pair I thought I had until I because this SHADY company sent me a size 6y!!!!Business Response
Date: 12/27/2023
We have responded to this customer directly via their customer service request.
Initial Complaint
Date:12/19/2023
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 created an account and placed an order online on 12/17/2023. Nowhere did I list a separate shipping address. Once I submitted the order, the confirmation email that I received listed an invalid name and more importantly, shipping address. I immediately attempted to contact the company via phone, email and the website. Yesterday and today, I tried reaching them again. I called more than 20 times and continued to send emails and messages via their website. I then sent emails to cancel my order. The only responses I've received are: - Order is preparing for shipment - Order is too far along in the process to update the shipping - Here's a 20% discount on your NEXT order - We are closing this case and consider this resolved - You can track your order The invalid address is an error on the company's part. They have made no attempt to resolve their error. They continue to ignore my pleas to update the name and address OR cancel my order and issue a refund. They stated that I can either refuse delivery or return the item within 30 days. I've informed them that this is impossible as the address is not valid. I contacted *** to change the delivery information. They stated that for that order, the shipper must do so. *** provided me with a number for them to call. I sent another email to Snipes to provide them the number to contact *** to change the delivery address and asked them to call *** to update the information. Snipes has stopped responding to me. I need your help in getting this resolved. My order number is ***********Business Response
Date: 01/05/2024
We have responded to this customer directly via their customer service request.
Snipes USA is NOT a BBB Accredited Business.
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