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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:03/11/2023

    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.
    In late December I ordered a pair of shoes from the **** location. Short story they did not fit so I returned them. It had been more than a month, so I reached out. First they said they didn't have them.I had to provide ALL the documentation. Miraculously they found them and refused to process the return.I filed a dispute with my CC and ot was declined and closed. I have been in communication with them now for an additional month.They still refuse, claiming the dispute is still opened so they cannot do anything.I provided them documented proof from Americsn Expresd that the dispute was closed, yet they refused to refund and the emails I getting have become harassing at best.I have asked *** to stop and have management contact me, yet I continue to get harassing emails from her. Oh and yes I purchased them at a **** address, but the Address was in ****. I simply want my return processed and the replacements sent per there on return policy. I did everything required including paying for the return which they do not disclose until you need to return something.

    Business Response

    Date: 03/12/2023

    The customer opened a chargeback, there is nothing we can do once a chargeback is open but to wait for the bank's decision on the issue. 

    Customer Answer

    Date: 03/12/2023

     
    Complaint: 19584732

    I am rejecting this response because:I provided documented proof as stated in the original complaint that the dispute was closed.

    Sincerely,

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

    Business Response

    Date: 03/13/2023

    The customer complain is invalid as the chargeback is not closed by his bank, it is still open. We already advised customer to contact his bank to verify why the chargeback is closed, unfortunately there is nothing we can do since this chargeback is from his bank, only his bank can decide on this.

    Customer Answer

    Date: 03/14/2023

     
    Complaint: 19584732

    I am rejecting this response because: I have done as requested.and respondrd multiple times with documented proof from **************** that the dispute was closed. The business simply refuse to verify that I'm still looking for my replacement to be shipped.I even had American Expresd Try to contact them, but the listed phone number for the business states that no phone support is available. You can't speak to anyone and *** the ** rep responding to email refuses to escalate the situation.

    Sincerely,

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

    Business Response

    Date: 03/23/2023

    The customers bank has not closed the dispute and we have proof for this, there is nothing we can do at this point since customer opened chargeback we will wait for the banks decision on this matter.

    Customer Answer

    Date: 03/23/2023

     
    Complaint: 19584732

    I am rejecting this response because: I have provided the documentation from my financial institution multiple times

    Sincerely,

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

  • Initial Complaint

    Date:03/03/2023

    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 product is substandard and I wish to return it. Following the instructions on their website to contact their support email results in a response that there is a “temporary problem delivering the message.”

    Business Response

    Date: 03/04/2023

    For returns, customers can email [email protected] or message us on our Facebook page.

  • Initial Complaint

    Date:01/12/2023

    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.
    Ordered shoes on December 26,2022. They were advertised as leather high quality shoes but when they arrived they are vinyl shoes of very poor quality. I paid $69.94 . I have sent some emails and tried calling their support number with no success.. I believe this is a total scam.

    Business Response

    Date: 01/13/2023

    In regards to customer's complain, if customer is not satisfied with the quality of the shoes, please return it to us for a refund. Please email ********************************* to request for return.

  • Initial Complaint

    Date:12/17/2022

    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.
    Order # ****** returned on 11/15/22 and no refund has been issues. Every time I sent an email I get the same response which is our fulfilment team will email you once return is ready for refund Its been 1 month and still no refund. There is no live person to talk to.

    Business Response

    Date: 12/18/2022

    Thank you for reaching out to us. In regards to your returns, can you provide us the name, order number,name and pairs of shoes returned and the tracking number as there are some returns that we cannot identify due to wrong names in the order and no order number.

    Customer Answer

    Date: 12/20/2022

     
    Complaint: 18603185

    I am rejecting this response because:

    order # ****** 2 pair of shoes returned  on 11/15/22 tracking # **** **** **** **** **** 02

    Sincerely,

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

    Business Response

    Date: 12/21/2022

    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.

    Customer Answer

    Date: 12/21/2022

     
    Complaint: 18603185

    I am rejecting this response because:

    they are not refunding the full amount that I paid 

     

    why?

    Sincerely,

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

    Business Response

    Date: 12/22/2022

    Thank you for reaching out to us. We charge 10% admin and restocking fee for cancellations/returns/refund.Here is our refund policy https://gatsbyshoes.co/pages/refund-policy

  • Initial Complaint

    Date:12/09/2022

    Type:Product 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.
    I ordered a pair of shoes from Gatsby shoes back in August of 2022. They were not as advertised so I contacted the company as to where to return them. I returned them in September to Gatsby Shoes c/o Verve .193 Mountain Way , Otem Utah. They were men's shoes size 91/. They were Oxfor Derby Orthopedic Leather shoes in Black. I have never received a refund of 69.94. Plus it cost me over ten dollars to return them. When I called the customer service number I get no one, just told to go on internet, which I did but still no help and no refund. The customer service is terrible. I have contacted them again today. Please help me get my refund.

    Business Response

    Date: 12/11/2022

    Thank you for reaching out to us. In regards to your returns, can you provide us the name, order number,name and pairs of shoes returned and the tracking number as there are some returns that we cannot identify due to wrong names in the order and no order number.

    Business Response

    Date: 12/13/2022


    Thank you for reaching out to us. In regards to your returns, can you provide us the name, order number,name and pairs of shoes returned and the tracking number as there are some returns that we cannot identify due to wrong names in the order and no order number.

    Customer Answer

    Date: 12/13/2022



    Better Business Bureau:


    This is my response to Gatsby shoes.  Thank you for any assistance you can give me 

     

    For the third time now the order was under the name of ******* ********, it was for one pair of Oxford Derby Orthopedic Leather Shoes in size 9.5.  The cost was 64.94  The order number was *****************.  The shoes were ordered on August 19th and received on  September 13th.  They were returned on Sept 13th to the following address  Gatsby Shoes C/O VERVE

     *** ******** *** ***** Orem, UT 84058    The tracking number is ******************.  I would like a refund for the shoes as I did not think they were as advertised.  69.94.  Plus over ten dollars to return them.  I would be satisfied with just the shoe refund of $69.94.  

    ******* and ******** ********

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

    Jackson MO   63755   phone number *** *** **** or *** *** ****

    Please just credit my account at Amazon with the dollar amount listed above and let me know when to expect it.  My e mail is ***************

  • Initial Complaint

    Date:11/28/2022

    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 company will not answer their listed phone number. When you call it tells you to email them. But when you email them they will not reply to you. I am trying to return an item within their 30 day. But no one will answer my call or my email I'm about to lose money from this purchase because nobody from that company will help me at all I have emails that I have been sending for weeks with no reply

    Business Response

    Date: 11/29/2022

    The customer complain is invalid, we responded to her return request and we gave her the information and she also responded back, we have records to show that she is being attended to.

  • Initial Complaint

    Date:11/21/2022

    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.
    I purchased a pair of shoes from this company, which I had purchased before, and was happy with what I received. When I tried on the shoes they were too big so I decided to return them and asked for a refund of the $85 that I paid for the shoes. I filled out all of the paperwork, paid for the shipping to return, and was told that it would take between ***** business days to receive the refund. 2 months later I still had not received a refund I re-contacted the company I was asked to provide all of the information again of the original refund. I did that and now 3 months later I still do not have my refund. I contacted them this morning about it and they asked me to provide the original return information for the 3rd time. This process is ridiculous and apparently, they have no intention of refunding my money. When I call the number from the website there is no one there just an automated message saying to email them my question. The same person contacted me from the beginning of the process. I am not 100% sure anyone actually works for this company.

    Business Response

    Date: 11/22/2022

    Thank you for reaching out to us. In regards to your returns, can you provide us the name, order number,name and pairs of shoes returned and the tracking number as there are some returns that we cannot identify due to wrong names in the order and no order number.

    Customer Answer

    Date: 11/29/2022

     
    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,

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

Gatsby Shoes is NOT a BBB Accredited Business.

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