Complaints

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:12/04/2023

  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.

  Ordered shoes from company on November 16, 2023 and haven’t heard another thing from business. Tried to contact them on 2 different occasions and have heard nothing.

  Business Response

  Date: 12/05/2023

  In regard to customer concern, his order has been shipped and can be tracked via ********************************************************

  For other questions or concerns, he can email us via **********************

  Customer Answer

  Date: 12/05/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:11/29/2023

  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.

  The company shipped very slowly, then the product was of absolutely and desperately bad quality. They're also stonewalling the return, not offering a label, and declaring they do not a free return label though they tout a 30-day refund policy and it is not mentioned that they don't offer a free return or don't.
  
  I think the company is actually a scam, a grift, a fly-by-night operation.

  Business Response

  Date: 11/30/2023

  We understand the customer's concern, however, we did disclose our return policy on our website. This is available for our customers to check before they decide to order our product. Here is our return policy ******************************************. We issue a full refund once customer return the product back to us. For returns, customer can email **********************

  Customer Answer

  Date: 11/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I have read and engaged their return policy but they are not sending a return shipping label despite having accepted the return. They also have said they do not do free returns despite that now being a standard in online businesses; they do not stipulate that in their refund policy. It’s my opinion that it’s a scam intended to discourage returns of this very VERY inferior product. 
  

  I am happy to continue this resolution with my card issuer, however.

  
  
  
  Sincerely,
  
  
  
  ****** *****

  Customer Answer

  Date: 12/01/2023

  They lied- they did not act per their “established policies”… what about that? Can you ask them not to be liars?
  
  

  Sent from my iPhone

  Business Response

  Date: 12/02/2023

  The customer complain is not valid as our return policy clearly stated that we do not offer free returns for exchange or refund. Here is again our return policy ******************************************

  Customer Answer

  Date: 12/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Read the included policy from their site, there is NO mention they don’t do free returns. Period.

  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:11/28/2023

  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.

  The date of the transaction was November 16th 2023. I ordered a pair of shoes from them. I have tried to reach out to them numerous times to no avail. I am sick of not getting ANY replies.

  Business Response

  Date: 11/29/2023

  We have checked customer's email but we never received any email from her, for order concerns, customer can email ********************** 

  Customer Answer

  Date: 11/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They are really misleading in saying I would get the item in a certain time 15 days but that is CLEARLY not the case. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 12/01/2023

  We understand customer concern, unfortunately since it is peak season ,there are delays which is beyond our control,, customer can return the order for a refund once he received the order.

  Customer Answer

  Date: 12/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because The company should make customers aware of any delays but their FB page does not show that or did not show that at the time of ordering.  They set an expectation of a certain shipping time and they have an address here in the USA but apparently they are out of China. When the item "showed" it was in Los Angeles for 10 plus days when they set an expectation it would be to the customer in that time, is not right.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 12/05/2023

  We have stated in our shipping policy regarding our shipping times. Customer can return the order once received for a refund. 

• Initial Complaint

  Date:11/26/2023

  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 came across an ad for their shoes on Facebook, and decided I wanted to order some shoes from them and saw they have a 30 day satisfaction guarantee, however I wasn’t sure how their shoes are sized as there is no sizing chart or anything to that nature. All I could do was go based on my current shoe size. I ordered two pairs of shoes, one brown in size 10 and one black in size 10.5 as I wanted to see which size would be a better fit. It turns out the size 10 is the better fit. With this I decided to keep the brown shoes but wanted to exchange the black shoes for the right size. I reached out to Gatsby to ask them for instructions on exchanging the shoes for the right size and was informed they would not pay for shipping the shoes I want to return and I would have to pay the shipping costs both for the returned pair of shoes and new pair (correct size).
  
  If you are selling something that has to be tried on via an online platform and you boast a 30 day satisfaction guarantee I would expect you to ensure the exchange process doesn’t cost your customers more than they already paid.
  
  Their policy also states that the 30 days starts from the day the shoes were delivered which was less than a week ago. So well within the 30 days.
  
  All I'm seeking is a shipping label paid by Gatsby, so I can return the size 10.5 shoes and the new size 10 that I’m requesting. Not seeking any reimbursement or anything to that nature.
  
  If they are going to continue with this ridiculous policy of making customers pay for exchanges then they need to make this more front and center on their website and don’t hide behind the fine print.

  Business Response

  Date: 11/26/2023

  In regard to customer concerns, we already informed him about our policy which is publicly disclosed on our website that is we do not cover shipping cost for returns and exchange, here is the complete return policy ******************************************

  Customer Answer

  Date: 11/26/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  While you have a policy that states you will not pay for exchanges or returns, and while it is accessible on your website.  You mislead your customers by making it very clear you have a 30 day customer satisfaction guarantee.  Every other company I’ve ever done business with that offers that kind of guarantee offers free exchanges.  You cannot make a claim that you have a satisfaction guarantee and make customers pay for an exchange.  It is immoral, disrespectful and misleading under all circumstances.  If you are going to stick with this response then I demand that the satisfaction guarantee be either removed from the website or it is clearly stated on the front page and not in the fine print that you will not offer free exchanges.  I would have never made the purchase had I known this ridiculous policy.

  All I’m asking is you make this one exchange for me and they will never have to deal with me again, but you’ve definitely lost all future business.

  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:11/09/2023

  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.

  Received the shoes I ordered yesterday. After 5 minutes of just trying them on. The bottom of one of them came apart. Emailed them and lady responded by saying they would refund the one pair and I would not have to return the shoes. Told her I wanted to refund both because I can’t see paying for both shoes and one fall apart and possibly the other. Was not happy with the quality at all and their website said return was possible up to 30 days if not satisfied. She said they would only refund the one pair and no need to return and I would have to pay shipping. I disagreed with having to pay shipping and told her to refund the one pair and when should I expect my refund. She came back asking for more pictures and they would do research. Research for what? I don’t understand…. The shoe was literally falling apart! Have not heard back from anything after sending the pictures and asking when to expect my refund.
  The quality of the shoes are absolutely not as they describe online. They are like plastic and the one I got literally separated at the heel.
  Where is my refund????

  Business Response

  Date: 11/10/2023

  The customer complain is not valid as the black shoes is not damaged, if customer wants to return the shoes, he can return it to us. Please see our policy via Please check our return policy via ******************************************. The customer is responsible for returning the back to our warehouse.

  Customer Answer

  Date: 11/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the complaint is not only regarding the black shoes. The complaint is about the brown shoes pictured. The representative had stopped replying to my messages in regards to when I should be expecting a refund. 

  However the quality of the shoes is not as described via the web page. Although the black shoes did not fall apart like the brown ones “yet” the ad is very misleading as far as the quality of the shoes themselves and their return policy about satisfaction. 
  
  
  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 11/14/2023

  The customer was refunded for the brown shoes. As for the black shoes, since it is not damage, customer can return it, we already provided return instruction, We can refund once the shoes have been returned to us.

• Initial Complaint

  Date:09/21/2023

  Type:Order 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 and paid for shoes on Sept 6th. I have emailed them 5 times. No response. I called the number where they say is 24/7 support and its a recording to send emails. This is ridiculous.

  Business Response

  Date: 09/22/2023

  The customer complain is not valid as we have responded to her emails and provided the tracking information for her order, we advise customer to check her spam folder, we will also include here the tracking information for her order, *************************************************************; the order is already on her way to her and tracking information will be updated in the next few days

• Initial Complaint

  Date:07/28/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 4/7, I ordered two pair of shoes from them for $111.99. I received them later that month and on 4/21. Shortly after I received the shoes, I contacted them to let them know the size was wrong. I returned them to the provided address and put the provided RA number on them as requested. Via email, they said they never got them. However, they were not returned to me via UPS. They are refusing to send me replacement shoes or refund what I paid. Since I shipped them 3 months ago, I no longer have the tracking number that they say is required to find them, even though the box has my name and the RA on them. This is a clear SCAM.

  Business Response

  Date: 07/29/2023

  The customer complain is invalid as there is no return received under his name, we repeatedly as customer for the tracking number but he cannot provide us the tracking number, we clearly stated on our return instruction to provide us the tracking number so we can trace the return. We advise customer to contact the courier he used to obtain the tracking number for his return.

  Customer Answer

  Date: 07/31/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I provided the tracking number today.  

  Tracking Number
  ******************
  Weight
  4.20
  LBS
  Service
  UPS
  Ground
  Shipped / Billed On
  04/25/2023
  Delivered On
  05/01/2023
  1:20 P.M.
  Delivered To
  OREM,
  UT, US

  Sincerely,
  
  ***** *******
  
  

  Business Response

  Date: 08/01/2023

  The customer already opened a chargeback for this order, this issue is already with his bank. We will respond to the bank directly,

  Customer Answer

  Date: 08/02/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because they denied the claim with the bank/credit card and i have provided all of the info including the tracking number and proof of delivery for the exchange .

  Sincerely,
  
  *****
  
  

  Business Response

  Date: 08/03/2023

  For orders with disputes, we will deal this with customer's bank

  Customer Answer

  Date: 08/03/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because now that they have the tracking number, I asked them if they are going to send me the requested exchange, if they are going to credit my AmEx card, or if i need to file a claim with AmEx.

  I am okay with any of these three options.
  

  
  Sincerely,
  
  *****
  
  

• Initial Complaint

  Date:07/11/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 shoes on 6/9/23 for 76.98 (6.95 of this was shipping) I received the order on June 22, 2023. They did not fit my husband. I emailed them immediately to return them. They gave me their process, I had to ship certified mail at a cost of $17.10. They said it would take 2 weeks to get back with me about my refund. On June 23, 2023 my Debit card, which I used to purchase the shoes, was stolen in fraudulent activity (unrelated to this transaction). I had to close that card and obtain a new one. I have contacted Gatsby on 5 occasions to tell them I need the credit to go on my new card and to please call me. They told me they cannot credit my new card, They told me they do not communicate on the telephone. They will not call me and they will not refund my money, after they have received the shoes back. The bank told me a credit to the old card number will not go back to my account, as the card is closed. Gatsby's last email to me, after telling them this was "Thank you for your response, unfortunately we cannot refund on another card, as the refund can only be made on the same card used in the order, you need to contact your bank again to follow up on this issue".
  
  I feel this is an unfair business practice and would like assistance to resolve this. They have the shoes and my money. The Transaction Number is gatesbyshoes******.

  Business Response

  Date: 07/11/2023

  The customer complain is invalid as we are willing to refund the returned shoes, however, we can only issue the refund to the same card used in the order. We advise customer to contact her bank to verify this issue as we cannot refund another way since our system only allows us to refund to the same card used in the order

  Customer Answer

  Date: 07/12/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because my bank cannot accept a credit a card that is closed due to fraudulent activity.  I already check and told the Gatsby Company this.  If they cannot issue a credit to my new card, they need to issue a check to me.  I had no control over a theft stealing my information (card).  This is not a normal circumstance and they need to return my money.  I will be happy to give them my new credit card information or they can issue me a check.  I am sure they pay vendors with a check, so this should be within their realm.
  
  
  
  Sincerely,
  
  ***** *****
  

  Business Response

  Date: 07/21/2023

  We do not issue check for returns, all returns are refunded on the same card used when the order was placed, the customer needs to contact her bank as this is beyond our control.

  Customer Answer

  Date: 07/26/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The credit card I used for the original purchase was STOLEN.  I can't make this any clearer.  A credit CANNOT be issued on a closed credit card.  I have contacted my bank.  They CANNOT receive a credit on a card that is closed.  As a business, Gatsby Shoes knows this.  As the Better Business Bureau, you all know this.  Any reasonable person knows this.  I want to provide them my replacement card number to receive my credit.  They have accepted my return and refuse to refund my money.  I believe this to be illegal.  I want  someone to intervene and make them refund my money.  Please . . . . 
  
  
  
  Sincerely,
  
  ***** *****
  
  

• Initial Complaint

  Date:06/23/2023

  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.

  The shoes and inserts have toxic chemicals smell. All I want is products that doesnt smell. I have tried numerous times to reach them by phone but the message refers to email them.

  Business Response

  Date: 06/24/2023

  The customer complain is invalid as she was already given a return instruction to return the shoes. We can only refund/replace once she returns the shoes, the customer as stated in our return policy, is responsible for the returns fee. Please refer to our return policy via *****************************************************

  Customer Answer

  Date: 06/24/2023

   
  Complaint: 20230244
  
  I am rejecting this response because: the customer shouldnt have to pay for the return if the its the company error of a defective product. The company suggested an air purifier for the shoes and inserts, that didnt remove the smell from the shoes. So, to be satisfied with their product I have to spend another $40.00 to return their toxic shoes. If it was something on my part I get it I should pay for the return but its there products. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/05/2023

  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.

  Returned product and they will not refund because they say they did not receive it. (Gave me credit on 1 out of 2 items returned even though both were sent in the same box.)

  Business Response

  Date: 04/07/2023

  The customer complain is invalid as we only received 1 shoes for return. We advise customer to contact the courier to verify as only one pair of shoes was delivered to us

  Business Response

  Date: 04/08/2023

  The customer stated her returned the insoles but no insoles were received. Hence we only refunded what we received.

  Customer Answer

  Date: 04/10/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***** ********