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Business Profile

Ecommerce

The Heel Shoe Fitters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ecommerce.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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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:02/24/2025

    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 purchased a sweater from this company online on 2/6/25. When the item was delivered and I tried it on, I discovered that the sweater had an inoperable zipper. I filed an return request, per the vendor's return policy, and requested to return the item as it was defective and unwearable. The company declined my return request on 2/10/25, per an email notification. The vendor said I would need to contact the manufacturer of the item directly to file a warranty claim and that they would not take the item back. I have never ever heard of such a policy and never would have purchased from this vendor if I knew that the order was non-returnable. I want to return the sweater to the vendor who sold it to me. They should stand by what they sell, rather than try to pass the responsibility along to their customers.

    Business Response

    Date: 03/03/2025

    I am not satisfied with the service we provided in this transaction.  I have talked to our ecommerce team to change the way these situations are approached in the future.  We should have given you the option to send the jacket back to us or to the manufacturer for a replacement.  We didn't have another one in stock to replace it.  

    We are willing to provide a refund on your item. However we will need to get the product back and you would need to cancel the chargeback you requsted with your credit card company.

    I apologize for the trouble.

    **** ******* - Store Owner

    Customer Answer

    Date: 03/03/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. 

    Regards,

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

The Heel Shoe Fitters is NOT a BBB Accredited Business.

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