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          Business Profile

          Retail Shoes

          Shoe Sensation, Inc.

          Headquarters

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Retail Shoes.

          Complaints

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            12/05/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Resolved
            On 7/17/24 i purchased a pair of twisted-x MDM0PP3 shoes. The manufacturer list them as having a 1 year warranty against defects and that the retailer (shoe sensation) is responsible for carrying out that warranty. In November 24' I took the shoes back to the store for warranty because the stitching on the soles is defective and they are falling apart, Shoe Sensation refuse to file the warranty claim and or warranty the shoes because they said they don't do that even though the manufacturer States that the retailer is responsible for the warranty.

            Business response

            12/06/2024

            Hello ******

            I sincerely apologize for the confusion regarding Twisted X's manufacturer's warranty. This situation has provided us with an excellent training opportunity to prevent similar issues in the future.

            I have spoken with the store's Market Manager to ensure you can return the shoes for a replacement without any problems. Please feel free to return the shoes to the store at your convenience.

            Additionally, we will be issuing you a $50 gift card as a gesture of goodwill for the inconvenience you experienced. Once again, I apologize for the hassle this has caused. If you require further assistance, please do not hesitate to contact me directly or reach out to our Corporate Customer Support Team at *************

            Sincerely,

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

            Jeffersonville, IN 47130

            ******* ************ 

            Customer response

            12/06/2024


            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.
            The store manager was great both times I was in the store and It's truly sad she had to be put in a position of not being informed about the twisted x warranty policy & process. 
            Sincerely,

            ***** ******* 
            ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

          • Initial Complaint

            08/23/2022

            Complaint Type:
            Delivery Issues
            Status:
            Answered
            D.O.P 7/30/22 74.99 payed Amazon website Seller Shoe sensation Ordered **** sneakers ******* blue that was on there website ,received something other than I purchased ****** and shoe sensation have not issued a refund or r response after making numerous attempts. Fraudulent image was shown on website and they shipped something different. They still have the same item posted which is wrong! From beginning to end of this transaction has been exhausting and unprofessional most of all Fraudulent!

            Business response

            08/23/2022

            Hello,
            We have communicated with the customer regarding this purchase and have offered either a prepaid return label for them to send the item back for a full refund or a partial refund if they wanted to keep the item. Please see the first attachment.


            The picture of the item on ****** is incorrect, but we don't own the listing so are unable to change the image on ******. Our product is no longer attached to this listing.


            The customer has repeatedly demanded a refund without returning the product and began sending extremely inappropriate and graphic attachments through ******'s messaging center. 


            We are happy to send a prepaid return label to the customer so the unworn product can be returned for a refund, as we have previously offered. We are able to send either a FedEx or USPS label, whichever would be the most convenient for the customer.

            We look forward to resolving this issue swiftly.

            Sincerely,
            Shoe Sensation

            Customer response

            08/26/2022

            Better Business Bureau:

            I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

            Regards,

            ****** ******* 

          • Initial Complaint

            03/31/2022

            Complaint Type:
            Service or Repair Issues
            Status:
            Resolved
            I placed an order with Shoe Sensation Inc. 1-12-22, #*********, for $119.44. I received a 20% discount off my order. I was unhappy about my order because they offered me an additional $10.00 for saved items in my cart, **********, but I was not able to use that discount because they wouldn't apply it. ***** ********** contacted me on 1-13-22 that I could only use one discount. However, I noticed that the $10.00 plus 0.60 sales tax would've been taken off my phone had I ordered it from there. I thought I'd receive the 20% discount plus the additional $10.60 off my order. I've been disappointed since then that I haven't yet received the additional $10.60 discount. I would like to receive a $10.60 credit for my order.

            Business response

            04/01/2022

            Hello *****,

             Our apologies for any confusion surrounding our promotional codes and discounts on our website. While we do only accept 1 promotional code/discount per order, it's understandable that when you received the second code it wasn't clearly communicated that only 1 code could be used at a time and I am sorry about that. In this instance, we will be happy to make a one time exception and issue the additional $10.60 refund to your original method of payment. Please allow a few days for it to process and reflect in your account.

            I hope this resolution is satisfactory and that you will come back to shop again soon! We appreciate your business.

            If you have any further issues or if I can assist in any way, please don't hesitate to reach out to me directly at *************************.

             Sincerely,

            **** ******

             

            Customer response

            04/01/2022

            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,

            ***** ******



             

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          BBB Rating & Accreditation

          A+

          This business is not BBB Accredited

          Search for Accredited
          Businesses in this category

          Years in Business: 41

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          253 America Pl

          Jeffersonville, IN 47130-4285

          Visit Website
          (812) 288-7659

          Customer Complaints Summary

          4 total complaints in the last 3 years.

          1 complaints closed in the last 12 months.

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