Complaints

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rainbow sandals can cause a rash, very similar to poison ivy. This has to stop. It's been going on for years, and I imagine it's effected hundreds, if not more. This is not ok

  

  Business response

  07/31/2024

  
  Since the customers (GW) complaint was filed with ******************** they have contacted Rainbow Sandals directly to discuss their concerns. ** spoke with a manager in our customer service department as well as our owner and was informed of our efforts to address the rash issue he experienced with our sandals. GW has since been refunded for the full cost of his purchase . We offered to provide replacement sandals and compensation for any losses or cost GW incurred due to the rash. ** expressed gratitude for the offer but respectfully declined at this time, the offer is still available if he changes his mind at any point.
  
  In our last conversation GW thanked Rainbow Sandals for our response and is satisfied that we are taking the issue seriously and actively working to find a solution. He asked for us to keep him informed on any progress we make and hopes to wear our products again in the future. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent rainbow sandals back that should have qualified for a repair or credit and never heard back from the company and had to call in 3 times to get connected. Spoke to a ***** that was extremely insulting and rude and didnt offer any solutions to keep my business. Extremely disappointed I hope the energy knows how customers are treated. Ill be doing everything I can to reach out to the owner so my voice is heard. Treat people with kindness and offer better solutions to your customers of a very long time.

  

  Business response

  04/06/2023

  The customer returned their ********************** to be evaluated under our warranty program. Unfortunately, due to the worn-out soles on the footbed of the sandal repair or replacement is impossible. The Rainbow Guarantee is for the lifetime of the sole.  The sandals will be eligible for warranty until you have worn through anywhere on the top or bottom layer of the sole. The customer's ********************** were worn through on both the left and right sandals leather footbeds, not only does this void our warranty but it would make fixing the strap impossible if we attempted to separate the footbed layers of the sandal to reset the strap in the footbed the top sole material would fall apart due to the large worn holes in the material. 
  
  As a company, we do our best to provide our warranty information as clearly as possible. Our warranty information is provided at the time of purchase with each pair of sandals in the form of an information tag, it is available under the warranty section of our official website and can be provided by our customer service team over email or phone. Our website provides examples with images of warrantied and non-warrantied damage as well as instructions for submitting sandals for warranty review. 
  
  When we received the sandals and confirmed they were not covered under our warranty we sent a notification letter by mail to the address provided by the customer explaining why the ********************** were not covered and provided contact information to reach our warranty department. According to our CSR team, the customer contacted our call center and was connected with our **************** Manager *****, she was not satisfied with our warranty policy and ended the call.
  
  We can return the sandals at no charge but will offer a repair or replacement. 
  
  The below link will direct you to our warranty FAQ page and I have also included an image of the customer's ********************** for reference. 
  
  ****************************************************************************************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of Rainbow Sandals for over 20 years. I bought a pair of sandals from Rainbow in December of 2021. By may of 2022, the sandals were delaminating and falling apart. I made a warranty claim, which the company honored. I asked for a replacement, but they insisted on repairing the sandals. Six months later, the sandals were delaminating again, further evidence of the same defect. When I asked their customer service team to remedy the situation, they treated this as a new problem and not as a continuing issue stemming from initial manufacturing defects. They twisted themselves into pretzels trying to avoid responsibility that was clearly theirs. Very disappointing from a company used to pride itself on quality.

  

  Business response

  02/16/2023

  ** ******* contacted us via email requesting his sandals to be evaluated for warranty replacement. After viewing the photos we informed him that his sandals are no longer covered under our warranty. Our warranty is valid up until the point when a customer wears through either the top leather layer or the bottom rubber sole. *** ******* wore through the bottom rubber sole at the heels of both sandals as evidenced by the attached photo of his sandals. We informed him of this and provided a link to our warranty where this is also explained and examples provided. 

  Here is the link that was provided that shows our warranty: *****************************************************************

  At this point since the warranty is voided he would not be eligible for any type of repair or replacement.

   

  Customer response

  02/16/2023

  This would be a valid argument if I were making a claim based on a new issue. That is not the case. The sandals separated long before there was wear on the heels of the sandals—just 4 months into ownership. Rainbow is in possession of the photos of the sandals at that time and could review them if they weren’t so busy trying  to avoid responsibility. Rainbow botched the fix job and this issue continued and got worse. Since it’s the same issue that Rainbow failed to fix while the sandals were under warranty, an exception should be made and these sandals should be replaced.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a pair of Rainbow Sandals from the Rainbow website on 9/10/22. I received a email of the order summary, but nothing was received that had a shipping date or estimated delivery date. Anyways 5 days after I placed the order on 9/15, I tried to contact the business to inquire about my sandals and could not get in touch with a person and left a general voice mail to be contacted back. When I go to their website and type in my email and order number it says the order was delivered Tuesday 9/12 by ***** I talked with my mail person and they didnt deliver it. I checked my camera and it wasnt left at my door or mailbox. However I have been charged for a pair of sandals that I have not received and cannot get through to a representative at the company. I either want the sandals I ordered or my money back. This is bad business.

  

  Business response

  08/23/2024

  ****************** was contacted by our customer service department on 9-20-22 after receiving his voicemail form our general mailbox to discuss his lost package. After confirm shipment details with ****************** we opened a lost package claim with **** and on 9/20/24 issued a replacement pair to ****************** which was shipped by ***** to avoid a further delivery issue with ****, the package was received without issue. ****************** also placed an additional order on 9/20/22 for a separate item which was also delivered without issue. We apologize for any inconvenience the initial lost package caused ****************** and Rainbow Sandals acknowledges that ****************** should have received a reply to his initial phone calls earlier than 9/20/22 and we have put measure in place since to improve our reply time.
  
  To our knowledge this issue has been resolved and Mr. ******** desired settlement was reached.

  Customer response

  08/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -I purchased a pair of rainbow sandals in April '21 -The leather on them has separated from the cushion, indicating a manufacturers defect based on their 'lifetime guarantee'-Rainbow Sandals says that this is not covered due to the sandals leather being cracked, even though that is not the defect in the product I'm looking to get coverage on.-Rainbow Sandals has a misleading 'lifetime guarantee

  

  Business response

  08/23/2024

  
  Rainbow Sandals Reply:
  
   
  
  We received an email from ****************** on 7/19/22 which included photos of his sandals and a description of the problem he had with his sandals. ****************** requested that we evaluate his sandals due to delamination of the leather top sole, upon inspection we noticed that his sandals leather top sole had significant water and sun damage that caused the leather to crack and break down. While delamination is covered under our warranty, we specifically state that cracked materials will void the warranty. We directed ****************** to review our warranty information on our website **************************************************************************************** which lists wear and tear issues that will void our warranty despite the presence of a covered manufacturing defect.
  
  We use genuine bovine leather for our sandals, which like any leather product it is susceptible to damage from repeated exposure to moisture and drying out in direct sunlight or heat. Cracked leather materials is not a result of a manufacturing defect but wear and tear, if the damage becomes severe enough it makes repair impossible, additionally the damage affects the integrity of the sandal and does not warrant a replacement.  Due to the cracked leather materials ****************** claim was denied.

  Customer response

  08/23/2024

  This is a misleading overarching statement on the Rainbow website in regards to the warranty then:
  "The Rainbow Guarantee is for the lifetime of the sole.  The sandals will be eligible for warranty until you have worn through anywhere on the top or bottom layer of the sole.
  
  RAINBOW SANDALS will repair your sandals if they are damaged or defective due to manufacturing defects only. If your sandals are covered under our warranty and we are unable to repair them, we will issue a new pair."

  It should read, The sandals will be eligible for warranty until you have worn through anywhere on the top or bottom layer of the sole, or if there is any sign of them being bowed, shrunk, faded, wrinkled, cracked, or basically used for their purposes.

   

  

  Business response

  08/26/2024

  The above quote by ****************** is only a portion of our Rainbow Guarantee page from our website. If you continue to read through the warranty information, after the provided examples of covered manufacturers defects,  you will find or Non-Guarantee Policy, where we provide examples of non-guaranteed damage that will void the warranty.
  
  Non Guarantee Policy: RAINBOW SANDALS will NOT Repair or Replace your sandals if they have any of the below issues occurring.The situations described below are wear and tear issues. If any of the below are present on your sandals the warranty is immediately voided, regardless of a manufacturing defect is also present. Please note: any self-repair attempts will void the warranty. Please do not attempt to repair the sandals yourself.
  
  In the examples of non-guaranteed damage, we list the exact issue ****************** had with his sandals, cracked leather.  Additionally, his recommendation above is also included in our warranty information as follows:
  
  Bottom or Top Sole Wearing Through to Soft Colored Insert:Wearing the sandals from the top or bottom sole into the soft colored insert between the top and bottom soles.
  
  Cracked Leather and/or Materials Water Damage: Any damage as a result of the sandal coming in contact with moisture, i.e. bowed,shrunk, faded, wrinkled materials, cracked leather.

  To see the full warranty page please use the following link: **************************************************************************************** .

   

*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. ↩