Business Profile

Online Shopping

Snipes USA

This 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

388 total complaints in the last 3 years.
69 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/30/2023
Type:Sales and Advertising 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 want my refund I was misled that I would receive free shipping if I spent over $100 and I spent over $1000 and was still charged almost $100 for shipping alone!! They sent me emails saying free shipping over $100. I had another friend also make a purchase from them and they ended up getting free shipping on the same exact product. I want my full refund for the shipping charges as that is ridiciouls! I spent over $1000 and you guys cant even ship them items to me for free? Even after sending me an email saying shipping was free over $100. I have the email in my records and I have been trying to contact customer service since January 3rd 2023.... Almost a month later and still no response. Customer service is flat out terrible and it blows my mind as they are a larger sneaker store.....
Business Response
Date: 01/31/2023
Due to increased cost of shipping we will charge a handling fee based on the size of your order.

Handling fees are determined by the quantity of items in your order, or the number of items of the same style.
Initial Complaint
Date:01/30/2023
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 placed Order No. *********** on Jan 12, and received an email confirming that the order has been shipped. However, information is not available for the *** tracking number (******************) provided by SNIPES USA. I reached several times through the website as well as at email about solving this issue or issuing a refund, and they simply ignore me. Whenever I called their phone number, Im prompted to leave my phone number for a call back, but I'm yet to receive a single call.
Business Response
Date: 01/31/2023
We have responded to this customer directly via their customer service requests.
Initial Complaint
Date:01/30/2023
Type:Service or Repair 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.
January 23 2023 I write snipes customer service. I received an email stating that they RECEIVED my customer service inquiry still no response. I called both customer service numbers online ************************ both appear to be fraudulent customer service numbers. They consistently ship items in separate shipments and no not ship all items! And mark the items all as delivered when that is not the case. In this order *********** It says delivered for the 5c toddler *********. They were indeed NOT DELIVERED! Because they ship the items separately and not all together I was patiently waiting for the shoe then tracked it and I was surprised it said delivered. I have received everything else from this order. I shop there frequently and this is not the first time I have not received something. In this order *********** I DID NOT RECEIVE the boys *********** controller tee. It was listed as cancelled but no refund was issued. In this order *********** I DID NOT RECEIVE the allure oversized cropped hoodie. It says canceled but again no refund was issued. At this point enough is enough and I would like an immediate refund for all items that was not received.
Business Response
Date: 02/27/2023
We have responded to the customer directly via their customer service request.
Initial Complaint
Date:01/29/2023
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 placed an online order with Snipes USA on December 13th, 2022. I payed using Affirm. The shoes were never sent, the status just shows pending. I have tried calling plenty of times, it always say the reps are busy and no one answers. I have reached out via email and I always get the same automated response back that they will reach out in 24-48 hours but no one ever does.
Business Response
Date: 01/30/2023
We have responded to this customer directly via their customer service requests.
Customer Answer
Date: 01/30/2023
[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:

There are no signs of the order being cancelled and no indication if the money will be refunded to Affirm.
Regards,

**** *******
Customer Answer
Date: 02/14/2023
They said they cancelled my order and they have not and the charge is still pending.
Business Response
Date: 02/27/2023
This order was cancelled and the payment authorization was reversed. If you still have a pending charge with ****** please contact them. There is no pending charge for this order.
Customer Answer
Date: 02/27/2023
[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:
The order is still showing pending and not cancelled. ****** has to receive cancellation from you guys to cancel the loan.

Regards,

**** *******
Initial Complaint
Date:01/28/2023
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 sneakers on 1/25 and on 1/28 I got an email stating they were delivered when I got home and looked on my porch there was absolutely no package. I’ve tried reaching out to snipes USA directly via email and no response. I just want my refund back that’s all.
Business Response
Date: 01/30/2023
We have responded to this customer directly via their customer service request.
Initial Complaint
Date:01/27/2023
Type:Delivery 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.
I placed an in store order in December 17, 2022 to be delivered to the store. I received an email that an attempt was made to deliver on the 6th however, they were not able to leave the package. The store reported they never received it. I have gone to the store on 3 separate occasions for assistances, have called customer service several times with no response and sent over a dozen of emails with no follow up from customer service. I am requesting a full refund on this order. Customer service is poor and nobody is available to assist with orders.
Business Response
Date: 01/29/2023
We have responded directly to the customer via their customer service requests.
Customer Answer
Date: 02/02/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*******************
Initial Complaint
Date:01/26/2023
Type:Delivery 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.
I order a pair of **** *** *** **** ** (Color: Black | White | Habanero Red | Electro Purple), size 7.5 on 1/3/23. They did not fit, so I ordered a pair of the same sneaker size 8 on 1/8/23. I was informed by "*****" at Snipes that I could only return the first pair by mail. It is now 1/26/23, and my second order has still not shipped. The tracking information has said "SHIPPER CREATED A LABEL, *** HAS NOT RECEIVED THE PACKAGE YET." since 1/9/23. I have contacted Snipes, by both email and phone, multiple times. They have the same "Julia" reply back each time that the order has shipped and I should expect delivery soon. I do not feel comfortable returning the first pair due to the lack of customer service. It feels like a scam. I would greatly appreciate my shoes and someone to look into their business practices.
Business Response
Date: 02/13/2023
We have responded to this customer via their customer service requests and previously refunded them.
Customer Answer
Date: 02/13/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
Date:01/25/2023
Type:Delivery 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.
I order 2 pairs of sneakers on January 12 1:00 PM, order number (SNP06564586).On January 13th got confirmation that my sneakers should arrive on Friday my day off with *** confirmation (*****************). One sneakers was out of stock which is ok but now it will arrive Thursday. I waited for *** and they never showed up and on website kept saying it was delivered. Every since that Friday, I've been left high and dry with any resolutions. I asked apartment manager to look at the camera but nothing. Also contacted *** 3 time that Friday I was off and still nothing. I sent 6 email only 1 person responded and never heard back. I also called and left a call back number but nothing. I even sent message threw ** business page and no response. Please help....
Business Response
Date: 01/29/2023
We have responded directly to this customer via their customer service request.
Customer Answer
Date: 02/03/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at the moment. I appreciate the refund but I don't like last email sounded like they insinuating me of my product I still need stating this is a one time refund. I would love to do more business with Snipes (me talking to both BBB and Snipes). I have an idea to stop and make money. Something is happening in transition from Snipe to Customer location.
Contact me personally as you was so we can discuss or meet for my proposal idea and thank you again for my refund. I'm bout to get a PO box and reorder.
BBB thank you for being in the middle.
Universal Love,

*************************************
Initial Complaint
Date:01/24/2023
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.
Date of transaction 1/23/23 snipes still has my order pending hasn’t told me anything I just want a refund they don’t answer customer service like what business doesn’t have that it’s so crazy to see how they took over “***** ****” I would’ve preferred them instead.
Business Response
Date: 01/29/2023
We have responded to this customer directly via their customer service request.
Customer Answer
Date: 01/30/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************
Initial Complaint
Date:01/23/2023
Type:Delivery 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.
I ordered shoes on my birthday Dec 2nd. They were supposed to be delivered in Dec 12th, but a porch pirate intercepted it. I reached out to snipes right away to let them know what happened. It was extremely difficult getting in contact with a human. I called customer service, left a call back number, and then I proceeded to email Snipes about the issue. I was emailed back but then the representative vanished and stopped replying. Weeks later I finally got a call back from customer service. The lady in the phone confirmed I’ll be getting a refund and told I should receive it within 3-5 business days. It has been a couple weeks now. And I still haven’t received anything. This is extremely frustrating and unprofessional. Their customer service is abysmal.
Business Response
Date: 01/29/2023
We have responded directly to this customer via their customer service request.
Customer Answer
Date: 01/31/2023
--- Forwarded message ---------
From: ****************** <********************>
Date: Tue, Jan 31, 2023 at 10:28 AM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: *****************************

Yes it was handled. Thank you for your time

On Tuesday, January 31, 2023, ***************************** wrote:
Good morning,

Thank you for your email.

Was your issue resolved? Please advise.

Regards,
*************************

From: ******* ***** <********************
Date: Mon, Jan 30, 2023 at 9:56 AM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>

You can disregard this claim

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Snipes USA is NOT a BBB Accredited Business.