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:10/20/2024

  Type:Service or Repair 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 purchased two pair of shoes a little over 6 months ago. A pair of woman and man. The woman shoe has a hole at the very top of the shoe Ive tried repeatedly to reach out to take of this but with no success and Im just tired. Those shoes were almost 180 dollars. I am not asking for money Im only asking to make me whole by sending a pair of shoes that will not wear at the very talk when all I do is walk in them.

  Business Response

  Date: 10/21/2024

  Meka,
  Thank you for reaching out to us about the holes wearing in the tops of your shoes. I'm so sorry to hear this is happening. I understand that is very frustrating. I appreciate you giving our shoes a shot and reaching out to us for help resolving this.
  
  I see you submitted the name
  **** *****
  and the email address *****************************
  The mailing address you provided is ***************
  *********************
  
  I am unable to find any existing account in our database for you using any of this information, and I wasn't able to find any phone calls, emails or messages from you to us. I'm so sorry that you've had trouble being able to get a hold of us. 
  
  We want your experience to be a good one, and we want you to be happy with your shoes and your experience. I'm more than happy to help you resolve this problem. However, I'm going to need help finding your account and order so we can move forward. 
  
  Since none of the above information has brought up any account for you, please reply and let me know your order number, or the name and email address that this may be under. Once I'm able to find that account, I'll be happy to help process a warranty for you. 
  
  YOu can also email me directly at ********************************** and I will work with you personally to resolve this. I will also be sending an email to you at the provided email so please check your inbox and lets find a solution. 
  
  Thank you again for giving our shoes  a shot. I will look forward to hearing from you soon. Have a wonderful day!
  Brae

• Initial Complaint

  Date:08/06/2024

  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 purchased a pair of Kuru Glide sandals in September 2023. These are solid, leather sandals, but they are made with a faulty small piece of elastic that holds the heel strap in place and doesn't last. The elastic has failed on one shoe and is failing on the other shoe. Upon reading reviews of this sandal online and more closely filtering through the bad reviews, I am not the only person who had this happen. The company has designed and is producing a shoe with good materials, except for this elastic that wears out and renders the sandals useless and unwearable. I am disappointed the company won't stand behind their product. This is not normal wear and tear, this is a faulty workmanship because of the material used in production. These sandals are in good shape yet and should have many more miles and years of wear, but alas they are garbage now. Very wasteful and not environmentally friendly. These are premium price footwear and marketed as such. The company has a terrible warranty and an unhelpful demeanor when trying to resolve the issue with customer service. "Too bad so sad" basically. Do better, ****, and take ownership when you sell a product that has a flaw. I have emailed photos to the company.

  Business Response

  Date: 08/07/2024

  I am so sorry that the elastic did not last on your sandal. I understand that is frustrating. I appreciate you giving our shoes a shot and reaching out to us with your experience.
  We do have a warranty that covers defects for 6 months. However, as you ordered in September of last year and it is August now, it has been almost a year and the warranty expired back in March.

  
  While we are not able to replace your sandals for you nearly a year after their purchase, I do see that our GURU you talked to gave you ***** worth of KURU Cash (store credit) to use toward your next pair of shoes.

  
  I have also forwarded your feedback and experience to our product team. I do hope we are able to meet your needs in the near future with an improved elastic.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22099218
  
  I am rejecting this response because:

  $25 towards new shoes that are already proven to be faulty is not how I had hoped to resolve this. I would never spend another dime on your products, so that is a joke. 

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

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair 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.

  I Ordered footwear from the kuru website. When I checked my account, I found that my Charges were in US dollars. The website did not state that the funds were in US dollars I called to cancel the order which was successful and was advised I would be refunded within a few days to my bank account. I did receive the refund, however it was incorrect I was charged $252.50 and I was refunded $238.87.The company owes me $13.63.I have reached out to their customer service team relentlessly to no avail. All I want is my $13.63 and to make sure that this business Changes their website so that the customers know that they will be paying in US funds.

  Business Response

  Date: 07/18/2024

  *******, 

  Thank you so much for reaching out with this feedback and experience. I'm so sorry that your refund was short *****. I understand that is so frustrating. I appreciate your interest in our shoes and reaching out to us for help getting the rest of your refund. 
  
  While on our end, and what our GURUs (whom you spoke with) can see is that we've issued the full refund, which should have reflected correctly for you. I'm sorry that they weren't better able to answer your questions. 
  
  So, when I received this feedback, I reached out to our tech team and they began an investigation. The best thing we can figure out is that our platform we work on (Shopify) may be, unbeknownst to us, be applying an exchange rate for those outside of the ***, but we have not officially found a diagnosis yet. 
  
  While we aren't able to refund the missing ***** to your **** card, we will be mailing you a check for *****, which should arrive within a week or so. We will continue to investigate this problem until it is resolved. 
  
  I also forwarded your feedback about the US Dollars reflected on our website and request for CA dollars to also be accessible for price. I hope we are able to meet this need in the near future. 
  
  I hope this helps! Thank you again for giving our shoes a shot.  Have a wonderful day!
  Brae

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21997640
  
  I am rejecting this response because: I have been told that I would receive a refund and I have not received one yet.  I would like to wait until I do receive the check in the mail which is within one week as per kuru shoes
  
  Sincerely,
  
  ********************

  Business Response

  Date: 07/19/2024

  ******, 

  Thank you for your reply. You can certainly wait until you receive the check. You said already that you DID receive all of your refund except for 13.65,  not that you haven't received any refund. We have issued all that we have taken from you, and I explained already what happened and why that happened. 
  
  Please remember we are in the ***. I mentioned in my previous message that you should have your check in "about" a week, not "within" a week. I do not know exactly how long it may arrive in. It could be faster, it could be a little longer. What I know is that our financial department has already cut the check. 
  
  I will be following up with you in about a week with the email address *********************************** Please keep an eye on your inbox so that we can monitor this check's progress and I can make sure you've received it. 
  
  I will look forward to helping resolve this. 
  Brae

  Customer Answer

  Date: 07/19/2024

   
  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:05/15/2024

  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.

  False advertising from business. They claim to help with plantar fasciitis pain but they made my pain so much worse. They advise you to wear the shoes for a few weeks to break them in (which I did) but now will not accept a refund due to the shoes being worn. It is bad business to ask their consumer to follow their instructions on breaking the shoes in but not allow the consumer to return the shoes due to them being worn. That makes 0 sense. I will be seeking legal action as well due to the fact I will now need surgery on my foot because of how bad the pain got from me wearing these shoes.

  Business Response

  Date: 05/16/2024

  I am so sorry to hear that your shoes did not work well for you and that you are still experiencing pain. I understand that is frustrating and uncomfortable. I appreciate you giving our shoes a shot and reaching out to us with your feedback. 
  
  I do see that you had reached out to us via email and phone about this problem yesterday (5/15). I'm sorry we weren't able to resolve this the way you hoped. 
  
  Your shoes were ordered back in March and are now outside of 45 days. It is true that we suggest wearing the shoes for 2-3 weeks to allow the shoes to mold to your feet and for your feet to adjust to the shape and support. While our policy does specifically say they need to be in new condition to return them, we are happy to approve returns and exchanges on shoes in like new condition (meaning they may show minor signs of wear, but aren't damaged, scuffed, stained or otherwise ruined) as long as the return is processed within our return period timeframe, which is 45 days from the purchase date. This is over 6 weeks worth of trial. With that said, your shoes were purchased on March 22nd and the shoes are now well outside of 45 days. You can see our return policy here: *******************************************************************************
  
  When we know that a problem is happening within our return time period, we are usually able to come to a happy resolution. However, outside 45 days, we cannot offer exceptions. I'm very sorry for any inconvenience this has caused for you and we do truly hope that you are able to give KURU shoes another shot. If the shoes do not work out or aren't feeling comfortable within that 45 days, we are happy to help process a return or exchange. 
  
  Thank you again and have a wonderful day! 
  

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21714560
  
  I am rejecting this response because:

  
  While I understand the 45 day return policy, it is absurd the 45 days starts from date of order placed instead of date the order was received. I was within the 45 day policy the day I tried to return the shoes. Theoretically your company could take 40 days to ship the shoes giving the consumer only a few days to try them, but they would not be able to return due to long shipping times. Your policy is a joke and needs to be updated and I demand someone makes an exception at this time due to me reaching out for a return within the 45 day window of RECEIVING the order. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/08/2024

  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.

  Contacted the company 3 times, via Email with no response. I cant do a return on line, it wont let me. I've had these shoes a little over a month and the are horrible! I've never had this happen with new shoes that my back and feet hurt like I was wearing months old shoes. Shoes should certainly last longer than 4 weeks! I was willing to do an exchange for another brand but at this point I would just like a refund please and I will gladly send these back

  Business Response

  Date: 05/09/2024

  I'm sorry that the shoes didn't work well for you, and I'm sorry that you had trouble returning them. However, with the exception of the emails I've had back and forth with you about your husband's KINETIC shoes, which i personally helped you return and just refunded today, I do not have any other emails, and the emails I just mentioned do not have any reference from you about the **** via you are referring to in this review. I'm sorry if you feel like those emails have gone unanswered, but we do not have them in our inbox to respond to. 
  
  I am happy to offer an exception on your shoes and process a return for a refund for you. We are typically able to resolve these problems for you very quickly if you just let us know via viable avenues that there is an issue. You can email us at ********************************, and you can text or call us at ****************, and you can chat with us on our website. 
  
  Our shoes do need to be in like new condition to return. This is very clearly defined on our policy which you can see here. For future reference, please keep this in mind as you try new orders and keep them in good condition until you are sure you want to keep them. 
  
  I have processed your return for you. Please check your email inbox for that information. 
  Your refund will be automatically issued once that QR code is scanned. It can take a few business days to show on your bank or cc account. 

• Initial Complaint

  Date:04/08/2024

  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.

  Placed an order with Kuru #******* on 3/11/24. Was very excited and hopeful for my new plantar shoes and have only had more and more pain while wearing the shoes. Im limping by the end of the day. I gave these shoes a chance. I dont want a refund or anything I was just hopeful Kuru would allow me to exchange them based off their 45 day policy but getting ahold of the company is IMPOSSIBLE! For weeks Ive sent emails, Ive reached out to their text number, Ive tried the live chat (that doesnt work) I have even filled out all the customer satisfaction emails hoping someone would reach out to me. I get endless promotional emails from them but no one from customer service will acknowledge you. If you order from here you better hope you get everything right the first time or youre stuck spending good money and no help.

  Business Response

  Date: 04/09/2024

  I am so sorry to hear that your shoes did not work well for you and that you are wanting an exchange. I apologize for our delayed response to the emails you have sent us. We are currently in the middle of our busiest season, and we are a little short staffed. We appreciate you reaching out here on the BBB so that we can resolve this problem. 
  
  I would be more than happy to process an exchange for you. I have answered the email you sent us directly. Please check your inbox so we can resolve this for you right away. 
  
  Thank you again for giving our shoes a shot and have a wonderful day!
  
  

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair 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.

  In November 2023, I purchased a pair of shoes from Kuru, order #******* and little did I know the headache this transition was going to cause me. The shoes arrived later then when they were supposed to. When I opened the box and pulled the shoes out I found a used ****** band aid inside of one of the shoes. I tried to contact **** and they never got back to me for almost 2 weeks and they did not care at all. I attempted to use their return website and it gave me a QR code that never worked. I have now spent the past month and a half trying to return these shoes and contact the company but to no luck. Everytime I call they are closed for training or never answer. I have sent numerous emails with no response. I have used their text/chat feature and get a response every 2-3 days. Took over a week to get another QR code sent to me just for that one to not work either saying the code doesnt work and that *** cant accept the item. I should have read the reviews and complaints from this company over similar issues.

  Business Response

  Date: 01/29/2024

  We apologize for your experience and are saddened to hear about the time it has taken to get your situation resolved.  We will have a Senior KURU GURU reach out to you to resolve and make things right.  In the meantime we thank you for your patience and apologize for the time it has take to get back to you.  

• Initial Complaint

  Date:12/11/2023

  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.

  I ordered a pair of shoes. Order #*******. I received them late. Received on 12/10/23. They did not fit and I called to return the shoes and were told no I couldn't because they were on sale. I knew I was buying them on sale but on their website there was nothing that said Non Returnable in large print next to the item. How ridiculous. I would like to return them (brand New) and get a refund.

  Business Response

  Date: 12/18/2023

  Thank you for your patience and we apologize for your experience.  We do everything we can to try and share on our website that our final sale/Clearance items are non returnable or refundable.  We also understand that sometimes it is no ones fault when the item does not work out.  We want to try and do everything we can to assist you, so long as it is within our policy.  I will have a Senior KURU GURU reach out and discuss further options with you.  Thank you again for your patience. 

• Initial Complaint

  Date:12/07/2023

  Type:Product 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.

  On November 23, I ordered two pair of shoes totaling $252.00 and their website states three to five business days for delivery but when checking on my order status the site had order fulfilled no other information on shipping.
  So I contacted them by email but left out a number on my order so I apologized and re contacted with the correct order number of ******* but never received a response so I called a day or so later and was told I would receive and tracking number within the next two days, no such tracking numbers ever received. So I emailed again with questions on this order with no response.
  On December 4 I received an email stating that on pair of the shoes was out of stock and to except a refund on my account for the original amount charged and I did receive a partial refund of $122.00 but with no mention of the other pair of shoes on this order. To this date the website still shows order fulfilled. This situation could have been easily avoided if customer service only answered my questions concerning my order or their website was not blatantly confusing about my order
  status

  Business Response

  Date: 12/18/2023

  ********, 

  I apologize for your experience and we will do our best to resolve your concerns immediately.  I have a senior KURU GURU that will be reviewing your account and will reach out to you as soon as possible.  

  Director of CX

  Customer Answer

  Date: 12/19/2023

  
  
  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:12/06/2023

  Type:Product 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.

  On November 20th, 2023, my spouse and I placed an order for house shoes through KURU Footwear's official website. Our decision was influenced by the footwear's orthopedic features and the prominently advertised 45-day refund policy.
  
  Despite being aware of the size difference, we followed the site's recommendation to order a shoe size half an inch larger than usual and opted for size 11 1/2. Upon receiving the package, we discovered the shoes were considerably smaller, akin to a size 9 1/2 by U.S. sizing standards.
  
  Notably, these shoes adhere to a sizing standard different from what consumers in the U.S. typically encounter, which contributed to the discrepancy in fit.
  
  Efforts to facilitate an exchange via the website were unsuccessful. Subsequently, I contacted the company via phone and spoke with Anna, who, to our disappointment, stated that the purchased shoes did not qualify for an exchange or refund. This contradicted the explicit representation on their website guaranteeing a 45-day refund or exchange.
  
  Our experience with this process was disheartening. We feel disillusioned by the receipt of substandard merchandise from China at a premium cost, compounded by the company's refusal to honor their advertised refund and exchange policy. It's concerning that a Utah-based company would mislead numerous consumers in a similar manner. This observation is echoed in various critical reviews on platforms like Yelp and Trustpilot, indicating a recurring pattern of the company's failure to uphold promised product assurances.
  
  Regrettably, I've resorted to taking necessary action. I've initiated a chargeback process through my bank, seeking recourse for the purchase. Furthermore, I've lodged a formal complaint with the Federal Trade Commission, citing the company's deceptive and fraudulent trade practices. This step is taken with the hope of addressing not only my own situation but also contributing to the awareness of such practices affecting other consumers.
  
  #*******

  Business Response

  Date: 12/18/2023

  ****, 

   

  We will review your account and do everything we can to resolve to the best of our ability.  A senior KURU GURU will reach out once they have fully reviewed your account.  Thank you,

  Customer Answer

  Date: 12/18/2023

   
  
  Better Business Bureau:
  

  This is not a "resolution", it's a promise to resolve. So therefore, while a welcome response, it's not exactly satisfactory until they state exactly how they intend to provide recourse.

  Attached is the order confirmation needed.

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