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Business Profile

Retail Shoes

colakicks

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

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

Find a Location

colakicks has 4 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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    • colakicks

      4840 Tanger Outlet Blvd Unit 711 North Charleston, SC 29418-6960

    • colakicks

      902 Harden St Columbia, SC 29205-1004

    • colakicks

      100 Columbiana Cir Ste 1428 Columbia, SC 29212-2257

    • colakicks

      507 1/2 King St Charleston, SC 29403-6231

    Customer Complaints Summary

    • 2 total complaints 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 type

    • Initial Complaint

      Date:06/12/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 package was delivered to the wrong address which is obviously at no fault to the business. However I hardly received any assistance and got a bare minimum response when I reached out. I was subsequently ignored by customer service following the initial contact. I am just seeking some sort of correspondence at this point even if it is to say that I cannot be given a refund or store credit.

      Business Response

      Date: 06/12/2024

      Hi Natascha, 

      We’ve responded to your email and have also attached the message below.  Thanks

      'Thanks for the update about your package.  Since we are the purchaser of the label, we would be glad to file a lost package claim with USPS.  There are few details about doing this on our end that we'd like to share with you.

      First, USPS unfortunately does not allow us to file a claim for a Priority Mail package until it is at least 15 days after the package has been shipped out of our address, which hasn't been until today in this case.  Secondly, most claims are only taken by USPS if the tracking shows that the package is pending in 'Arriving Late' status or has not updated tracking in that same 15 days or more.  We'd be happy to file a claim for this package marked as 'Delivered' by USPS and have just submitted a claim as you can see in the screenshots attached.

      In this situation, we see the package shows as delivered.  Since we are not the carrier, we unfortunately have no other information to go off of but that.  If a package was stolen or delivered to the wrong address, that is the carrier's responsibility. We were just able to file a claim on our end as of today, since we shipped the package on May 28th--when the post office opened back up after the Memorial Day closure.  We've seen claims take up to a month or so to reach a resolution.  If USPS decides they want to refund us for the $100.00 insurance that we pay for on each shipping label, then we will refund that amount to you. Unfortunately, there is no guarantee that they will grant this claim due to the tracking showing delivered.  In past situations, they are likely to grant the refund when the status shows as the 'Arriving Late' status or the status has not updated in that 15 day timeframe. 

      We'd be glad to keep you updated about this claim as we receive communication about it from USPS and have also added your email to it.  In the meantime, we will be responding to the complaint made to the Better Business Bureau at our expense.  As we are a small business, this situation is not taken lightly, and we'd like to get this resolved for you as soon as possible.  

      We will keep you updated about the claim and apologize if the resolution from USPS ends up not being in favor of a refund.  We also apologize that you have lost money and are doing all that we can to get you at least a portion of that back.'

      Thanks,
      ColaKicks

      Customer Answer

      Date: 06/14/2024

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




      Sincerely,

      Natascha G****

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