Complaints

• Initial Complaint

  19/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Good day, I would like to ask some help to get refund from Sketchers ****** **** location, St. Johns ,Newfoundland. On October 24, 2023 I bought a pair of shoes and upon checkout I asked the salesperson about their return policy. The cashier told it was 14 days. I said best kind and bought the shoes. A week later I have returned the shoes but no refund was provided to me. Only a gift card. I expressed my dissapointment and asked for the manager. She was not helpful at all, and she informed me that the pair of shoes were on sale when I purchased them, therefor she was not able to refund the purchase price. I told her that I asked the sales person specifically about the return policy upon checkout on October 24, and the gentleman never said a word about the shoes being on sale and the impact of it on possible return. Even tho I have explained this to the manager, telling her basically I would have never bought them shoes if i have known that I will not be able to return them easily. She did not help me out at all. I would appriciate it very much if you would help to get back that 126.49 dollars. Details: Money spent, 126.49 October 24, 2023 11 23am Staff at register, Ryan B Receipt number, 34-3679 order, 172946 hst. 713621118RT001 Thank you ****** ********

  Business response

  10/01/2024

  Hi ****** ********,

   

  I apologize for the inconvenience and the unsatisfactory customer service you have received. I have reached out to our store to make this right. Our customer service department is taking care of this and has sent a communication to you. 

  I have received approval for the refund of your gift card. You may go back to the store to get the full amount on the card refunded, at your convenience. There should be no problem.
  
  We apologize for the inconvenience the recent incidents have caused you and hope that we can come to a peaceful resolution of the issues at hand.

  Customer response

  11/01/2024

  
  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

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pair of shoes online from Skechers Canada on Nov 21st. I received notification that they had shipped and was provided a tracking number. I followed the tracking from California to as far as Illinois when I was notified by *** that there was a service interruption and my shoes would be returned to sender. I received another notification on Dec 4th from *** that my shoes were delivered…back to the sender. I have ripped my hair trying to find out why the shoes were returned. As many can attest to, Skechers Canada does not answer the phone or follow up with emails. I have tried contacting Skechers US and Skechers stores here in Ontario and no one can help me. ***** ******* **** ******* **** *********** ********* ** ** ***** ** ** **** * **** ** ***** ****** *** *** ***** *** *** ******** **** *** **** ******* ***** ** * ********* *** * **** ***** ***** **** ******** ****** ****** On a side note I also contacted *** but they again direct me back to Skechers Canada.

  Business response

  13/12/2023

  Hi *****,

  I apologize for all the inconvenience this has caused you. We have been experiencing a high volume or customer calls and email and are working to get to everyone's emails and calls. We have received your emails and taken a look into the reply to by one of our customer service representatives on Dec 1st. As we kindly informed you that we have opened an investigation as we are experiencing a technical issue with our shipping provider. The tracking link you had was correct due to this issue we had to have all packages brought back to our warehouse and reshipped out to our customers. We have a new tracking link to provide you. *** tracking #****************** which shows us the package was delivered this morning on your porch. We thank you for your patience and apologize for the inconvenience once again. We would like to me this right and offer you 20% off on your order. We will reach out and reply to the last email you sent us further information.

  Thank you.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 2 pair of shoes from Skechers, online. order *********  They arrived in October 2022 and I returned one pair as they did not fit. As I did not receive a refund I contacted Skechers by email on November 4, 2022 and received an email reply stating that the pair of shoes had arrived returned to them on October 26th and I had to wait for the refund. The email said if I did not receive my refund by November 16 I was to contact them again. I have not received any refund as of today, December 1 ,2022. Since November 16th I have sent multiple emails and left voicemail messages. No one has responded to any of my inquiries. No acknowledgement and no response of any kind. I would like my refund as owed to me as I complied with their return policy and was advised my refund would be forthcoming. Having no one acknowledge or respond to my multiple emails and voicemails since November 17th, *** **** **** ************  Any help you can provide with this is appreciated. Please let me know if you require further information. Thank you,

  Business response

  05/12/2022

  Hello ,
  Thank you for contacting Skechers CANADA.
  Your credit has been processed for order# *********
  This is to confirm that $35.83 has been refunded to your **** card ending in *****.
  Please note: Initial shipping costs are non-refundable, we will issue a refund for the cost of the items plus tax only. Though the refund has been issued, the credit may not appear immediately on your statement depending upon the policies of your financial institution. Generally, the credit will appear in 3-5 business days; however, it may take up to two to three billing cycles for the credit to appear. Contact your credit/debit card company for specific posting dates.
  We hope this information is of help to you, and thank you for shopping SKECHERS

  Customer response

  06/12/2022

  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,
  
  

• Initial Complaint

  25/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned a pair of shoes I bought the day after receiving them in the mail. According to the tracking they received the returned shoes 2 days ago. I haven’t been reimbursed the refund back to my credit card. I emailed them 3 times asking when I should expect the refund and they’ve failed to reply. I would like my refund, and at the very least I’d like to know when to expect to see a refund on my ****** **** statement. I’m aware that sometimes it can take a week to be refunded however, I’m reading reviews online from several other customers that were never reimbursed for returned items and my unanswered emails make me think this is the only way I’ll get a refund at all. Information for the item I haven’t received a refund for. Tracking for retuned item: ******************************************************************************************* ***** ******* ******** ***** ** ****** *** ****** ***** ***** *** *** Total $108.59

  Business response

  28/11/2022

  Hello ,
  Thank you for contacting Skechers CANADA.
  Your credit has been processed for order* *********
  This is to confirm that $103.64 has been refunded to your **** card ending in *****.
  Please note: Initial shipping costs are non-refundable, we will issue a refund for the cost of the items plus tax only. Though the refund has been issued, the credit may not appear immediately on your statement depending upon the policies of your financial institution. Generally, the credit will appear in 3-5 business days; however, it may take up to two to three billing cycles for the credit to appear. Contact your credit/debit card company for specific posting dates.
  We hope this information is of help to you, and thank you for shopping SKECHERS.
  
  

   

  Customer response

  30/11/2022

   
  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,
  ***** *****

*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. ↩