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Business Profile

Retail Shoes

Got the Look, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Got the Look, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Got the Look, Inc has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Got the Look, Inc

      1000 Easton Rd Ste 108 Wyncote, PA 19095-2927

    • Got the Look, Inc

      101 E City Ave Bala Cynwyd, PA 19004-2448

    • Got the Look, Inc

      1944 S Columbus Blvd Philadelphia, PA 19148-2802

    • Got the Look, Inc

      425 South St Philadelphia, PA 19147-1532

    • Got the Look, Inc

      1575 N 52nd St Ste 702 Phila, PA 19131-4741

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/28/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      August 11, 2022 is when I placed the order in the amount of $112.97. It was supposed to be delivered on August 15, 2022. I contacted got the look on August 16 and 18. Got the look said on August 18 that ***** would retrieve the order. August 18, 2022 got the look said ***** had retrieved my package. I contacted ***** myself on August 18 to see when I could pick it up from a location. ***** said they didn't and couldn't retrieve my package. I haven't been able to get my package or a refund.

      Business Response

      Date: 11/28/2022

      This customer reached out out us on the 16th of august saying she did not receive her package. We filed a claim on her behalf and had them start a missing package trace. We later discovered that she had provided us the wrong address to mail it to when she provided the correct address. We contacted ***** and they told us they would recover it as it was delivered to a neighbor across the street. But the customer claims they still never got it. The *** ** representatives we spoke with said it was recovered and would be delivered to the customer. Yet the customer still claimed to not get the package. We told the customer that in this case there was nothing further we could do as it was a mistake they made not our company or ****** We also found that she had ordered to the "incorrect address 2 times prior to this package and one of her orders had been flagged for fraud 1 time prior to this order. We determined that the customer had purposely presented us with fraudulent information about the package on this order. We explained she would not receive a refund or exchange several times. 
      As for the calls with ***** a representative had told us they recovered the package every time we called them back. This customer claim she never received it and when she called they said something different. We can only go with the 5 phone calls we made to them and what the 5 different representatives had told us.

      In cases such as these if there is misinformation provided we try our best to help the customer recover their package. However as we state on our website, any package delivered to the wrong address through the fault of the customer, is not our responsibly once it is delivered. 

      Thank you

      Customer Answer

      Date: 12/08/2022

      [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 a voicemail from ***** saying they never retrieved my package. Nor have I ever been flagged for fraud by *****. I'm paying for items I haven't received nor has it been said that the items could be reshipped to me. All around poor customer service and clearly slandering! I'm not just not fine with paying my hard earned money to a company that does that and tells lies about a customer.

      Regards,

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

      Business Response

      Date: 12/30/2022

      This Customer claimed we shipped to the wrong address. However her 2 previous orders all went to ****************** with no issues. This time she said her real address was *** ***** ***** **. 

      All Conversations with ***** rep on our end said she would receive her package. 
      We informed her that we could only try to help recover her package as she provided us with the wrong address and it had already been delivered. 

      ******** also contacted us about her and rejected her refund claim because our evidence supported that we did everything correctly and the customer provided us with incorrect/misleading information. 

      Here are our supporting documents. 

      We have more documents but we can only give 4. 

    Got the Look, Inc is NOT a BBB Accredited Business.

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