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:02/12/2025

  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.

  Placed order for shoes December 2, 2024. Received them the 24th of December. Color of shoes did not match. ************* to company. Sent a return label for just the left shoe. Returned and received the wrong color again. ************* to company again. Sent a shoe that did not match. The color was the same color received initially, the same color as the first replacement. I contacted the company again on the 6 of February. I wanted return labels. I would send back the right shoe 7.5 ew and two (2) additional pairs of the 7w shoes. I asked that they please send me a matching set. If they could not send a matching set please refund my money. They have not responde. Presume because I would like a refund if unable c to match in color. Can you please contact the company. I do not believe I am in the wrong.

  Business Response

  Date: 02/19/2025

  Hi ****, 

  I sincerely apologize for the inconvenience you've experienced with your recent order. I completely understand your frustration regarding the issues with the color of the shoes, as well as the repeated mistakes with the replacements. This is certainly not the level of service we aim to provide. 

  I apologize for the delay in responding to your request. I went ahead and issued a full refund for your original order

  Once again, I apologize for the inconvenience you've experienced. We truly value your business and are committed to ensuring a satisfactory resolution. If you have any further questions or need additional assistance, please dont hesitate to reach out. 

  Customer Answer

  Date: 02/19/2025

   
  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:01/16/2025

  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.

  Good day, I am filing this complain with Billys Footwear because this business do not take seriously my return item. I have several communication with them, since December 2024, but the return label I am expecting is not available. I has been difficult for me to return this item.

  Business Response

  Date: 01/17/2025

  Hello, 

   

  I do sincerely apologize for any inconvenience this may have caused. After reviewing your correspondence, I can see that the return label for your order was sent to you via email on multiple occasions 12/19, 12/26, 1/13 as well as being printed here in the office and being sent via mail on 12/20. Please understand that we have in fact tried to get a return label to you in any possible way. I can gladly try again in both ways in hopes that it will arrive. I again sent you an email with the return label attached and will send out another physical copy today. 

  We appreciate your understanding and hope to have this resolved as quickly as possible. 

  Customer Answer

  Date: 01/18/2025

   
  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:11/23/2024

  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.

  I returned my shoe order C-GC-343985-1 on Monday Nov. 4 after initiating a return in their Return Portal. I indicated that I wanted a refund. I received Confirmation number: #************* that indicates that I requested a refund of the $125.29 on Nov. 4. I emailed the business on Nov 19 since it had been 11 business days and I had not received a refund. The email I received on 11/20 indicated they returned the credit to the gift card. I emailed them back same day indicating that was incorrect and I included a screen shot of the Confirmation. I emailed again on 11/21 and 11/22. I have received no communication from the company.

  Business Response

  Date: 12/04/2024

  Thank you for reaching out to us and bringing this matter to our attention. We appreciate the opportunity to clarify the situation regarding your orders #****** and #****** and the refund information. After reviewing your complaint, we would like to confirm the following events:
  
  Order #****** original order: This order was placed on 9/14 and there was a claim created for to return this order on 10/8. When you returned the items, we issued a gift card on 10/15 for the balance as you had opted for a gift card instead of a refund to your original form of payment.
  
  Order #****** new order paid with gift card: On the same day, 10/15, you used the gift card to place an additional order. When there was a new return claim made on 10/30 and the items arrived on 11/4, the funds were refunded to the same gift card, in line with our policy of refunding to the original payment method used on the order.
  
  Refund Request, we received your request to have the refund issued back to the original form of payment rather than the gift card.We have since processed this request on 11/26, and the funds were refunded to your original payment method as per your updated preference.
  
  We understand that this situation may have caused confusion,and we sincerely apologize for any inconvenience. Please know that we strive to provide the best possible customer service and are happy to accommodate your request to the best of our ability.

  Customer Answer

  Date: 12/04/2024

   
  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. I received a refund.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/16/2024

  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.

  This is the second time I've had a major issue with this company. The first time I ordered from them, it took 3 weeks to receive my order. Each time I reached out to them, it was like they finally initiated what they were supposed to do. When I reached out to them about it being so long since I placed my order, they told me they were very backlogged and at the same time I got a shipment email. Very coincidental. It took an additional 4 days for them to actually drop it at the shipping facility for it to be on its way to me. When I received the shoes, I had to send a few of them back through no fault of Billy's. Several days after the tracking number said that it made its way back to billy, I reached out to inquire about the refund. Again, they told me that they are just very backlogged, and at the same time they sent that email, I get an email stating that a refund has been initiated. Because the shoes worked for my autistic son, when it was time to size up, we got the next size up in the same shoe. Again, it took a long time to receive. And again, when I reached out to ask ETA, they apologized that they are backlogged and at the same time I received a shipping notification email. This is not coincidence, they do not efficiently run their business and they take advantage of customers just saying oh we're back long we're back log we're back logged while they're sitting on money. When I finally received my order, it is clear that it was a rushed order. It was shipped without completion. One of the shoes has a high quality, short billy shoelace just like the ones we've had before. The other shoe had very low quality super long super wide laces. This was the last straw for me and I reached out to them. I reachedout to them 5 days ago and have followed up three times and have yet to hearfrom them. I would like to move forward with an official complaint. People with disabilities do not deserve this kind of treatment. And that is this company's market. Taking advantage.

  Business Response

  Date: 09/19/2024

  Hi *******,
  
  Thank you for taking the time to share your experience. I want to sincerely apologize for the ***eated issues you have encountered with your orders. Its clear that our service has fallen short of your expectations, and I understand your frustration, especially given the importance of timely and reliable products for your son.
  
  We deeply regret the delays in processing your orders and getting your return reimbursed quickly. This is not the experience we strive to provide for any of our customers. I assure you that we take your concerns seriously and are committed to addressing the backlogs and communication misses that affected your orders.
  
  In reviewing your order and correspondence history, here is what I found:
  
  Order ****** was placed Thursday, 2/8/24 for 3 pairs of shoes. The order shipped Wednesday 2/14/24, which was on the 5th business day.  The order was delivered via *** 2/20/24. A return was initiated 2/20/24 for two pairs of shoes. Per the tracking number, the return was dropped off at *** 2/29/24. The return arrived at the BILLY Footwear warehouse 3/6/24. We authorized your refund on order ****** 3/11/24. We do not have visibility on when you actually received the funds though. But depending on your bank, it may have taken and additional 2-10 extra days until the refund actually arrived in your account. 
  
  Order ****** was placed Thursday, 8/22/24 during the August clearance sale for 1 pair of shoes that were tagged as Final Sale. The order shipped Wednesday, 8/28/24, which was on the 5th business day.  The order was delivered 9/4/24 via FedEx. 
  
  I see you reached out to our customer service team on 9/4 regarding the laces, followed up on 9/5, and then followed up again on 9/8 after the weekend. A customer service *** ***lied on 9/10 and then ***lied again on Friday, 9/13, offering up a ***lacement pair of shoes. You ***lied back on Saturday, 9/14. Our customer service team created a new complimentary order (******) Monday, 9/16/24 and shipped the order that same day via FedEx.  Per the tracking number, it looks like order ****** will be delivering tomorrow, 9/19/24.  
  
  In reviewing your orders and your correspondence there are glaring areas where we missed the ***** And for that, I am so sorry. As a brand that strives to add value, it breaks my heart knowing we let you down. You put your trust in us and we did not meet expectations. I do hope the ***lacement pair of shoes helps make amends. Also, I reimbursed your ****** order so hopefully that helps too.
  
  Please know that we have already taken steps to improve our operations and communication process to help prevent future situations like the ones you regrettably experienced. In addition, we are actively hiring to help keep up with the growing demand. It regrettably doesnt change the past, but it is an improvement as we continue to move forward. 
  
  Once again, I sincerely apologize for the inconvenience caused and the impact it had on your family. We truly value your business, *******, despite how it may have appeared. If youd be willing to give us another chance, it would mean a lot to me.
  
  Warmest regards,  
  
  Billy Price
  Co-Founder of BILLY Footwear 

• Initial Complaint

  Date:04/14/2024

  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 ordered this footwear on March 12/24 and returned them and they have receiced the item back enclosed. I have written to them numerous times and NOT even a reply.I emailed them and even filled out the company email form.I just want my refund

  Business Response

  Date: 04/19/2024

  The customer placed an order on 3/12/24 on ************************** for one pair of shoes under order ******. We fulfilled the order 3/14/24. The product delivered to the customers address 3/19/24. The customer initiated a return via our return portal (Return Zap) 3/19/24. The return shipped 3/25/24. The return delivered to our billyfootwear.com warehouse 3/27/24. The customer reached out via email 4/8/24 inquiring about refund status. The customer reached out again 4/9/24 inquiring about refund status. The customer initiated a chargeback on 4/9/24. $53.82 ($38.82 for the order + $15.00 for the chargeback fine) was deducted on 4/9/24 from billyfootwear.com. We accepted the chargeback on 4/10/24. The customer reached out again 4/11/24 inquiring about refund status. We replied to the customers 4/11/24 email on 4/12/24 and upon seeing the 4/11/24 email, discovered the other customer correspondence. 
  
  
  By accepting the customers chargeback, the customer received their refund in full. 
  
  
  We are very sorry for our delay in getting to the customers email inquiries. We have unfortunately been short-staffed and behind on customer service tickets. In addition, our processing time on returns has taken longer than desired. We are actively resolving these issues and welcome the customer back if they will have us. 
  
  
  We are a brand that strives to add value and make a difference. Regrettably, our performance was subpar in this instance. I hope the customer can give us another chance in the future. 
  
  
  Warmest regards,
  
  
  Billy Price
  Co-Founder

• Initial Complaint

  Date:02/15/2023

  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 never received 2 pair of Billy footwear tennis I purchased from Billy. I have sent email , no response. Tried several numbers including one I submitted for Better Business Bureau. None are legitimate. I just want to be refunded for my merchandise never received. Thank you

  Business Response

  Date: 03/06/2023

  Customer reached out to ******************************* claiming both of her ****** and ****** orders did not deliver. Per the tracking numbers of both shipments (see attached courier documentation), both shipments delivered 2/9/23.

  Customer insisted on a full refund.

  ********************** complied with the customer's request and on 2/15/23 authorized a refund for both orders.