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Business Profile

Shoes

Gatsby Shoes

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Shoes.

Complaints

Customer Complaints Summary

  • 54 total complaints in the last 3 years.
  • 6 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:05/14/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Gatsby Shoes has been incredibly slow to ship orders. Additionally, they have a misleading return policy where they claim "easy returns" but only refund 72% of the payment. This is deceptive and unfair to customers.

  • Initial Complaint

    Date:07/15/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 3 pairs of shoes from Gatsby Shoes. I paid extra, for the option of "FREE Returns", when placing my order, due to the fact that I had never ordered from this company before. I wear a size 14 shoe & struggle finding comfortable shoes, sometimes, so I am hesitant to order online.

    I received the shoes & they were terrible quality, were at least 2 sizes too small, extremely narrow & just not anything like I had hoped for. So, I figured oh well, I'll just return them. I contacted Gatsby Shoes & was sent a return label, with notification of a PARTIAL refund. When I questioned this and explained that I had paid for "FREE Returns", they told me this: "Hello Tim, Thank you for the clarification. Regarding your concern, we deducted a 10% restocking fee on your return. This fee helps cover the costs associated with processing returns and restocking inventory."

    So, the fee I paid for "FREE Returns" is just completely false advertising & straight up fraudulent.

    They have now provided confirmation that they received the shoes back on return & issued the "partial" refund (deducting the 10% FEE for my FREE return).

  • Initial Complaint

    Date:05/10/2024

    Type:Product 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.
    May 6, 2024 order #****** They have a policy that orders can only be changed in the 1st hour after ordered. I saw the confirmation after the 1st hour which had the wrong size. I emailed that I always double check my online orders before sending and I DEFINITELY had the right size. Their policy is that I can exchanger or return but have to pay for delivery and they deduct a restocking charge. I said they should honor my exchange and proposed they do so without the restocking charge as it was not my mistake. They are not acknowledging their mistake presumably thinking it was my mistake. If they agree to exchange with no extra fee I'll go for it, if not I'll return it and would hope they would in kind not deduct restocking fee

    Business Response

    Date: 05/21/2024

    The customer complain is invalid as he did not request the return for an exchange but for a refund. For returns order for refund, we charge a restocking fee of 10% , however, if customer opted for the exchange only, we do not charge a restocking fee, and since customer paid for the Redo fee for return label, he can get a free label by filling out this form via *****************************************. We advise customer to fill out the return request and do exchange if he does not want a refund.


  • Initial Complaint

    Date:04/16/2024

    Type:Product 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.
    I ordered a pair of shoes on-line on 3-23-2024 from Gatsby. Shoes arrived 4-04-2024. Tried shoes on and wore around house on carpet only. Shoes did not feel right. Way too long and narrow (I had ordered "wide") Kept shoes for a while and tried a few more times. Decided to return within the 30 day period. That's when I found out I must pay for shipping. My error that I did not see that to start with. However, in processing the return I find they have "revalued" my shoe and are not refunding the amount I paid. In addition they are deducting a "fee" AND charging me shipping. There was no mention of a "fee" in the refund policy nor that they would refund me $40 for shoes I paid $50 for. And, as of today I cannot process the return at all.

    Business Response

    Date: 04/16/2024

    In regard to customer's concern, the restocking fee was stated in our website under Refunds Policy via ********************************************************** restocking fee helps cover the costs associated with processing returns and restocking inventory.Our return policy, including information about restocking fees, is clearly outlined on our website.We want to be upfront about this to avoid any surprises during the return process.We encourage all our customers to review the policy before making a purchase. We also encourage the customer to return the order while it is still under our 30 days return period as we do not accept returns past ********************************************************************************* the warehouse. Customer can follow up with the return request by emailing our **************** team with email address *********************************.


  • Initial Complaint

    Date:04/05/2024

    Type:Service or Repair 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.
    Date: Sat, Mar 2, 2024, 6:31 PM
    Subject: Order #***************** confirmed
    Amount: $63.45

    My wife ordered me a pair of these shoes on the above date. They took an eternity for them to be delivered. They don't fit and are of poor quality. I wanted to return them. Despite efforts by both my wife and I, this company have given us the runaround. First of all, their messaging is wholly inconsistent. They tout a 24/7 phone number to call - it has an automated message and then hangs up on you. Their customer service reps give policies that directly conflict with their website. Nothing is consistent. When I go to their online return portal, even though I have in writing (from a customer service rep named "Cluen") that they WILL accept my return, the website won't allow my return to process. When I ask for an alternative solution, I get NO response.
    They claim a 30-day guarantee, but their staff can't even convey consistent messaging at what the 30-day window is! I am submitting this complaint in an attempt to get action from the company. I would like them to CALL me. Not email. I want a FULL refund as well.

    Business Response

    Date: 04/05/2024

    In regard to customer concern, he was already contacted by our Management regarding this issue today. The customer can also make a follow up via ********************** 

    Customer Answer

    Date: 04/09/2024

     

    Better Business Bureau:

    Pending the final deposit of the refund, I am satisfied with the response of this company. Specifically, their employee, Daniel, was exemplary to work with. He's a reasonable human being!

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




    Sincerely,



    ***** *****

  • Initial Complaint

    Date:03/16/2024

    Type:Product 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.
    The shoes are a terrible quality. I purchased an orthopedic shoe and it hurt just being in my foot without stepping on the floor. Insoles dont fit the shoe. But the worst part is the customer service. You cannot believe a word they say: their phone number says they will respond to email- so much for 24/hr/7day customer service; can cancel within an hour. I did and still they shipped the shoes; thousands of happy customers?? Show me, they dont link to reviews. They respond to what they want to respond to in email. Im trying to return the shoes and have no idea where to send them and they are slow to respond if at all to that question. This company should be shut down due to poor business practices and a poor quality product. I also checked their business address and Im not sure they operate out of that location.

    Business Response

    Date: 03/17/2024

    The customer complain is invalid as we already provided customer the return instruction on how he can return the shoes and we are also responding to his emails for his return concerns.

    Customer Answer

    Date: 03/19/2024

     
    Complaint: 21443897

    I am rejecting this response because: the return hasnt been completed and I have zero trust that it will resolve without this case being open.  I did receive uncharacteristically nice email from them following BBBs contact. 

    Sincerely,

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

    Business Response

    Date: 03/20/2024

    For returns request, the customer needs to contact our **************** Team via **********************************************************. Our customer service team can assist him with returns.

  • Initial Complaint

    Date:03/11/2024

    Type:Product 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.
    On 3/3/24 I ordered a pair of 12 Wide Black Oxford Orthopaedic shoes from this company. Their online Ad claims a "30-Day Guarantee. If you want to exchange or return your shoes, we offer a full 30-day guarantee so that you can try all of our styles worry-free!"I received the shoes on 3/9 in a thin plastic wrap. The shoes state "12AB" which is a Men's Narrow, Not Wide as ordered. I was unable to even get the show on. In addition the insoles a paper thin, and tongue in felt.I immediately called the company for a refund, but customer service is just an automated number directing you to email them, which I did. This was their response:"Unfortunately, we do not offer free returns, the customer is responsible for the returns fee. You can view our return policy on our site (*****************************************************). Estimate costs for returns within *** customers are $15-$20 and for customers who ordered outside ******* is $40-$50 (Please take note that you can always check for shipping costs from other couriers)To ensure maximum customer satisfaction, we offer quick solutions with a very short turnaround time. We can refund 30% of the total amount of your order and you may keep the item."Neither of these options are acceptable to me. They claim to offer a "Full 30-day Worry-Free Guarantee". They sent me the wrong size shoes, which are also cheaply constructed. I am unable to wear them. I demand a full refund of $69.94. If they want me to return the shoes, I want them to send me a paid shipping label, and prompt full refund upon receipt. I just read their ****** reviews and found multiple similar complaints. I will add my negative review to that list.Thank you for your assistance in this matter!*********************, MD, MPH

    Business Response

    Date: 03/11/2024

    The customer complain is not valid as he received a wide size, our wide size indicator is the ** **** on the tongue of the shoes, and for returns, our customer is responsible for the returns fee as stated in our return policy. Here is our complete return policy *****************************************************. In order for us to issue a refund, the customer needs to return the **********************. The customer can email ********************************************************** for return request.

    Customer Answer

    Date: 03/11/2024

     
    Complaint: 21414309

    I am rejecting this response because:

     

    1. If you ****** "AB" shoe size for men's shoes it is "narrow" to "medium" Just read all the ****** reviews for other Gatsby customers who ordered "Wide" width and were just as disappointed and frustrated as I was because shoes are too narrow.  

    2. Their Ad claims "Full 30-day Guarantee" and "Try all our styles Worry-Free".  ******** a return/restocking fee and making the customer pay for return shipping IS NOT a "Full Guarantee" nor "Worry-Free Shopping".  It is FALSE ADVERTISING!

    3. Their shoes are very cheap quality with paper thin insoles and a felt tongue.

    I will not accept anything less than a "FULL" Refund for $69.94 


    Sincerely,

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

  • Initial Complaint

    Date:03/02/2024

    Type:Sales and Advertising 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.
    I ordered shoes after taking a new job. Needed them quick and their site said they would arrive within 7 days. My initial order placed 11/28/2023. I checked the status of my order 12/7/2023. I received an email from Gatsby stating the shoes were backordered 12/7/2023. I read 12/7/2023 email and requested for cancellation on 12/9/23 as I needed them and decided I needed to get shoes elsewhere. I got no response from that request from Gatsby. I sent a second request to cancel was 12/14/2023. I was advised again they were backordered 12/15/2023. I made a third request to cancel my order 12/15/2023. Twenty minutes after my 3rd request for cancellation, Gatsby sent a tracking number for the order stating they could not cancel the order since it had shipped already, and my only option was to initiate a return once they arrive. The tracking information that they provided did not show any tracking information at the time until 12/23/2023. The shoes were delivered on 12/26/2023, and were cheap plastic trash, that I no longer needed since I had to go buy elsewhere for work. When I asked for return, I was faced with discount offers rather that an offer to accept the return and refund me. They have since changed their website to say 7-15 days, but even this went WELL over that timeframe.

    Business Response

    Date: 03/02/2024

    Regarding customer concern,he requested cancellation 5 days after his order was shipped and unfortunately once orders are shipped, they cannot be cancelled.Also, when we sent him the return offer, he only responded one month which makes his order outside our 30 days return period and we only allow returns within 30 days after the order is delivered. Please check our return policy via ******************************************

  • Initial Complaint

    Date:01/23/2024

    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.
    I ordered two pair of shoes on 12/07/23. They showed waiting for USPS to pick up in Jamaica, New York. When I started asking for refund they said they had shipped and I would have to t
    Return for refund. Today is 01/23/2024 and no delivery. Last week tracking showed delivered on 17th. This week tracking shows delivered on 22nd. These people are scammers that refuse to refund my money. I will be contacting my Apple charge for a refund.

    Business Response

    Date: 01/23/2024

    In regards to customer order it is already for delivery, it can be tracked via ********************************************************. The order should be delivered this week.

  • Initial Complaint

    Date:01/10/2024

    Type:Product 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.
    On 11/11/2023, I purchased a pair of shoes from GatsbyShoes. When the shoes arrived they did not fit and they had a foul odor. We jumped through several hoops to get information on how to return the shoes. We returned the shoes as the company directed. Not hearing anything from the company, we sent another email inquiring as to the status of the return. In response, the company sent an email that listed the requirements for a successful return. We have since followed their instructions to the tee and provided the required information requested with no response. I am providing this information to the BBB in hopes that others will not have the same issues. According to the tracking number the shoes reached the destination Gatsby provided to us on 12/14/2023. Thank you!

    Business Response

    Date: 01/11/2024

    We have refunded the customer for the return. Please note that for us to be able to process returns asap, customer needs to include the name or order number so it would be easy for us to identify the owner of the return. Refunds take time if we cannot find the owner of the return. In this case, the return has been located and a refund has been issued.

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