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.
68 complaints closed in the last 12 months.

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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:01/23/2025
Type:Service or Repair 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 ************ Air Max 90 LTR SKU: *********** Size: 5Y Qty: 1 in white. The shoes came in a shipping bag, not a box which made the shipping rough for the shoe box and it is damaged in several places. The shoes look like knockoffs, or they are old defective shoes. Not fresh new white Nikes. There is black marks in one of the shoes, a pink smudge on the back of one shoe, both insides are aged and turning yellow, the place where the heel goes in on one shoe does not look clean, a dirty shoe string and BOTH shoes top of the toes are lumpy and misshaped, not flat and new as they should be! The return policy says pay for shipping and they do not accept torn boxes and they must be returned in a shipping box, even though they shipped them to me in a shipping BAG!. The box came torn and I should not have to pay for shipping for unacceptable shoes that are not new. I contacted them, and sent pics of everything I described above as soon as I opened the bag and shoe box and they stopped responding, there is no number to speak with anyone. I want a return label and a refund asap. You cant do this to people. It is not right!
Business Response
Date: 01/24/2025
Hello,

I'm sorry you received damaged shoes. I see that you have an open case with one of our agents. We will send a prepaid label for you to return the item.
Customer Answer
Date: 01/24/2025
[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:01/20/2025
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.
I am eligible and followed the instructions to have my order returned and expect a full refund. The package was delivered to their return warehouse a few weeks ago. Yet, I still have not received their refund of the shoes' original price of $130. Contacted the customer server via email, and they lied it has been processed and will take 3-5 days to refund back to my credit card. It has been more than a week, and I still have not seen the refund. I sent another several follow up emails but did not hear back at all.Snipes order number is SNP14952202 **** tracking number is **********************
Business Response
Date: 01/21/2025
Hello.
This order was refunded on January 3, 2025 at 2:51PM. Please see the attached receipt.

Customer Answer
Date: 01/21/2025
[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:01/18/2025
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.
I purchased a pair of sneakers from this company. I received the sneakers in a completely damaged box. I received one size 7 sneaker andone size 6 1/2 sneaker. They could not resolve the issue without me returning the Shoes and refunding my money. I returned the shoes andwas supposed to receive my money within 5 to 7 business days and I have yet to receive my money. I have tried going back-and-forth with the company through email, through social media and they have yet to resolve my issue. They are claiming that I was never charged for the item, but when I go back through my bank statement, I was absolutely charged for the item. They are refusing to give me my money back.
Business Response
Date: 01/21/2025
Hello.
After reviewing the order, we noted that there were several attempts to issue a refund, but we encountered an error code indicating that the order may not have been charged. If the customer can provide an updated copy of their bank statement, we can explore an alternative method for issuing the refund as the original form of payment is giving us issues.
Customer Answer
Date: 01/21/2025
Initial Complaint
Date:01/13/2025
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.
Hello , I placed an order online with snipes USA on 01/07/2024. When this item arrived i decided I no longer needed it. I have not worn this item nor taken it out of the box. Today on 01/13/2024 I brought the item to the store to return it and was told that id be getting a refund back to my original payment method which was my debit card, so I swiped my card and everything went through. Later on I received an email from the company saying I would be getting a refund for store credit which wasnt what I wanted.
Business Response
Date: 01/14/2025
This inquiry was escalated to the store's district manager.
Upon further investigation, this customer was issued a refund back to the original payment method.
Customer Answer
Date: 01/14/2025
[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:01/06/2025
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.
I received a damaged item from Snipes on 1/2/25 & reached out to their customer service via email on this same day. They advised that either i return the item in store (which is 3 hours away from my current location) or return by mail which would result in me paying for the shipping cost. On 1/3, i reached back out to see if there was a way a free shipping label could be created for the inconvenience caused but to no avail, i have yet to receive a response back. At this time i would like to return the item to receive my refund as needed.
Business Response
Date: 01/07/2025
Hello.
This customer was issued a prepaid label for this order so they can receive a refund.
Initial Complaint
Date:01/03/2025
Type:Order 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.
Company sent the wrong item and refused to refund me. The item sent is the wrong brand and size shoe. First they asked for pictures of the package and incorrect item. This was sent. Then they claim they cant see the pictures and request them in a pdf. Pictures sent again and in a pdf. I verified I can open the pictures on 3 different computers and a phone. I wait days with no response. I inquire and they state they cant refund missing packages. I never said I didnt get it the package, the item sent is wrong. they are just changing the story to get out of a refund. I have all the original packaging and even sent a picture of the packing slip. I am disputing the charge with my credit card company as the company is playing games from the start. Horrible experience and recommend no one do any mail order business with them as searching online you can see there are many of these complaints.
Customer Answer
Date: 01/09/2025
Company has provided a refund
Initial Complaint
Date:12/30/2024
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.
I placed an online order 12/24 estimated pickup time is 12/24 or 12/25 i never got a pick up email. I been emailing customer service telling them to cancel the order and they telling me that the following Saturday it would be teady. Everytime i log into the check order system it changes the day. I email customer service now they are telling me I picked my order up when i didnt!! I just want my money back
Business Response
Date: 12/30/2024
Hello,
Due to the foul language and use of profanity against our agents, we are no longer assisting this customer with this case. We received confirmation that this order was picked up and for the customer to file a chargeback with their banking/credit institution.
Customer Answer
Date: 12/31/2024
[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: 22745525

I am rejecting this response because:

Regards,

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

Customer Answer
Date: 12/31/2024
Im not accepting this because i never picked my order up the date keeps changing and they are being smart they never told me to call my bank at all. I told them i was calling my bank and reach out to you guys. I just want my money and to cancel my order! I will shop somewhere else to get exactly what I need. Nobody going to take my money and play around with goods when i said cancel the order the same day i placed it. First it said Saturday it will be there then Monday and now Tuesday. Someone from their company better help me or im going to get an attorney
Initial Complaint
Date:12/26/2024
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.
Bought a $187 North Face puffer from this company on Dec. 13 - last shipping update through *** was on the 14th, stating that we have not received your package yet, estimated delivery date will be provided when we receive it. It has been OVER a week and I have repeatedly contacted Snipes customer service, where they keep emailing me back about how *** processed the package already but there is a slight shipping delay. Extremely upset. I have never had this bad of a shipping experience, especially with a purchase this expensive.
Business Response
Date: 12/31/2024
This customer was issued a refund for their order on Dec. 24, 2024, at 9:58AM
Customer Answer
Date: 01/07/2025
[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 BARELY satisfactory to me.

Regards,

Rahin Islam
Initial Complaint
Date:12/24/2024
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.
I made a purchase for Christmas that wa split into several packges. One of the packages was not delivered. Upon looking up the *** status, it stated the order was damaged and discarded and *** had informed the company. There is not live person to speak with. I have sent several emails to get the item resent or a refund. No one has contact me and I only get autmated emails telling me the damaged and discarded status that *** has stated. It seems there is not a live person to read the *** message because the reply emails states the package was damaged and discarded but does not tell me the money will be refunded.
Business Response
Date: 12/31/2024
This customer was issued a refund for the damaged item on Dec 26. 2024, at 10:36AM
Initial Complaint
Date:12/21/2024
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.
On 12/19/24 I spoke with a representative from Snipes that stated I could do in store pickup for the sneakers I wanted to purchase. I then ordered the sneakers on 12/20/24 at about 7am. I chose the option to pickup in store at the *****, ** location on the same day. After I paid I was saw a notice on the screen which said pickup in store on 12/27/24. I immediately attempted to contact Snipes USA and was given a option to email them. I received a email from them stating they would get back to me. After not receiving a reply I checked my status of shipment and now it says I can pickup in store 12/30. I paid ****** for these sneakers to have them for Christmas as a gift for a loved one. I feel I was deceived into paying for a item which I could have purchased else where. If the item was not available for pickup same day as stated it should have been disclosed before I paid for the item. I simply want my item or a full or partial refund for the lack of business professionalism. I used the Snipes USA website to make the purchase *************************************** However, when entering their information the location which I was to pickup my item did not appear. This store is a national sneaker store and this behavior is unacceptable. Also, I looked on my bank statement and it list as Bensalem, ** as the location where the money was deducted from-if that helps.
Business Response
Date: 12/26/2024
We have two options displayed at our checkout.
Ship to Store is a secure way to receive your package(s). The item has to be shipped to the location of your choice which requires you to still pay the shipping fee if you do not meet the free shipping requirements. Processing time is 3-6 business days plus standard shipping.

Buy Online Pick Up In-store is same-day or next-day pickup. The item is already at the location of your choice and does not have to be shipped there. Therefore shipping fees are not included in the total price.
Customer Answer
Date: 12/28/2024
[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,

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

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Snipes USA is NOT a BBB Accredited Business.