Complaints

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased from Adelante Shoe Co. on 17 Jan **** (Order Number ***** for $236) The website clearly states that orders can be canceled within 24 hours for a full refund. For several reasons, I decided to cancel the order just a few hours later. any links on the website for returns or help go to a page with no way to contact the company. all phone calls and emails go unanswered. There is a chat feature that I've attempted to use on four different occasions. (17 Jan, 18 Jan, and twice on 19 Jan) with no answer. I'm continually receiving a message that someone will get back to me within 24 hours which hasn't happened. I feel like 5 days is a reasonable amount of time to correspond with a customer, particularly after multiple attempts to reach out to them. I requested a cancelation and a full refund 4 times starting just hours following the original purchase time.

  Business response

  02/19/2024

  Hello ***********,

  We apologize for the time it has taken us to reply to your correspondence and inquiries. As of right now, we are receiving an excessive amount of emails; we will respond to them within around a week. Your refund has been processed; we canceled your order on January 26.

  Customer response

  02/20/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or around December 7, I ordered a pair of shoes for my son as a Christmas gift. Was promised shipment within a few weeks. Shoes were over $350. I e-mailed their support account with no response. E-mailed again, and was told that "an unexpected material shortage" created production issues and that they are "waiting for new materials and will let you know when your order is ready". I asked for a refund and stated they should not have sold shoes they knew they did not have the materials to make. They have still not responded to any of my follow up e-mails, nor refunded my money, and my son is out his Christmas gift. This seems to be a shady scam company, as they should not be selling shoes they know they cannot make as they do not have the materials they need to make them.

  Customer response

  01/22/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased, on Sept. 12th, a pair of custom-sized shoes after a virtual consultation which included guided measuring of my feet, order #*****. The shoes were not delivered until Nov. 6th, and did not fit. Additionally there was no indication on the order of the custom size except for the $10 surcharge, and no indication on the shoes either. I see in reviews online that custom-sizing is indicated on the sole, but mine just say 9D. My first attempt at getting a replacement was ignored. I submitted a form requesting help on Nov 8th and never received a reply. I submitted another form on Nov 25th, and got a couple responses, but no resolution. I replied within a day to each message, but didn't receive a response after Nov 30th until Dec. 15th, which was more then 90 days since being charged for the shoes.

  Customer response

  12/30/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #***** placed 10/08/23 The website promises shoes shipped in a few weeks. Also promises updates along the way. After 4 1/2 weeks with no delivery of boots, and no updates, I decided to contact the company. Called and emailed with no response, no ability to speak with a person, just goes to voicemail. Over 24 hours with no response to email. Paid $396.00 on date of order. This is unacceptable - a business should not be able to charge for a product without providing customer service.

  Business response

  11/30/2023

  Hello *******, 

  We are very sorry about the delay in your order and in communication. As you can see from the auto-reply we shared with you the day you contacted us, we are going through a backlog of emails, and it would take longer to reply. 

  Unfortunately, some of our orders are delayed due to an unexpected material shortage. We are working to resolve the issue, but we also do not want to compromise on quality.

  I see your order has been shipped out, and it is expected to be delivered today. 

  We are very sorry for any inconvenience we may have caused you.

  Customer response

  11/30/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a pair of custom boots from this business. The business claims to ship in less than 4 weeks. I purchased on 9/4/23 and I have still yet to receive a shipping notification. They have pushed my purchase shipment out four times, and never provided a link to tracking information. They do not offer a refund policy, but do not ship within their guaranteed window. They have not responded to my latest inquiry on 11/1, but they did respond to the claim I filed through PayPal to tell me to contact customer support, which has not worked in the past.

  Business response

  11/28/2023

  Hello ********, 

  Thank you for your message! We are very sorry about the delay in your order. Unfortunately, some of our orders are delayed due to an unexpected material shortage. We are working to resolve the issue, but we also do not want to compromise on quality.

  I see your order has been delivered. I apologize on behalf of the entire Adelante team for any inconvenience. Please let me know if you have any concerns about this.
  

• Initial Complaint

  11/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I placed an order for a pair of boots on October 7th, 2023, order number ***** for the cost of $308.00. Immediately there was a thank you auto reply email from the company describing an elaborate narrative about how these artisanal handcrafted boots would be made internationally and be ready in three weeks. On good faith, I waited patiently with no word from the company, no shipping update, no communication whatsoever about the order. About 4 weeks later in 11/2/2023, I inquired through there customer service about the status of the order. Again, nothing. Except to say that I would receive a call or email between 9-5pm. Well that was a week ago and still nothing. This company has essentially stolen three hundred dollars from me and I at the very least want my money back. I have read excuses about changing their internal structures and systems and something about shipping logistics. As a consumer, they have ruined their reputation for a product that has a great story line. I am very disappointed and frustrated. Please return my money immediately or send the boots this week. 6 week wait time without a whisper is horrible to try to build a customer base and encourage repeat business. Thats 101, shame on you.

  Customer response

  11/18/2023

  I have heard from the business in response to my complaint. However, my issue is still unresolved.  They promised to deliver the item yesterday and apologized.  At this point, I just want a refund of my $308.00. Enough excuses.  

  Business response

  11/29/2023

  Hello ***********, 

  We are sorry about the delay in your order and the delay in our initial response to your query. You contacted us on the 2nd, and we replied immediately with our auto-reply email that stated that we would take longer than normal to respond to your email due to a backlog of emails we have at the moment. 

  We then replied five days later to inform you that some of our orders were delayed due to an unexpected material shortage.

  I see your order has now been delivered. Let me know if you have any questions, and again, our sincere apologies for any inconvenience we may have caused you.

  Customer response

  12/02/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************************

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase three pairs of shoes on Sept 20 and have received none of them. I was told a month we are way over that. I have contacted them so many different ways, phone call, email and voicemail and no results. I have had no contact back and was told Oct 24 then Oct ****************************************************************** communication.Like others I am starting to think this is a scam. They do not contact you and do not send you your products be aware before purchasing.

  Business response

  11/28/2023

  Hello ***,

  Thank you for your message! We are very sorry about the delay in your order. Unfortunately, some of our orders are delayed due to an unexpected material shortage. We are working to resolve the issue, but we also do not want to compromise on quality.

  I see both of your orders have been shipped and delivered. I apologize on behalf of the entire Adelante team for any inconvenience. Please let me know if you have any concerns about this.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased custom made shoes on August 20. Said delivery in 4 weeks. At 5 weeks, no contact. Filled out two email inquiries with no response. Called three times - no answer. Left a message as well.Only interpretation is that the shoes manufacturing is an elaborate scam.

  Business response

  10/02/2023

  Hi ****,
  
  ***** here, Adelante founder & CEO. We recently restructured our production process in ********* (which has caused a bit of a backlog in customer service) and are working to get back up to speed, so I've jumped in to communicate directly with customers.
  
  First of all, I want to apologize for the delay to your order and the inconvenience that it has caused. I've checked in with our production team, and can confirm that your order will ship out from ********* the week of October 9th.
  
  Please let me know if there is anything else I can do to compensate for the delay and inconvenience. Thank you again for your patience.
  
  *****

  Customer response

  10/06/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved, provided the goods are delivered within the month of October.   Should that not occur, a follow-up complaint will be issued.
  
  Regards,
  
  ***********************************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased on July 27,****. Order number *****. Received an email quick about meeting our craftsperson who would be making the boots. I had not received an update in a while so I emailed on August 17, **** asking for an update. I received an email from ***** the *** of Adelante who said I've checked in with our production team and can confirm that your shoes are currently cut and sewn, and will be lasted and shipped next week! I reached back out on August 28th and August 30th asking for an update as I had not received any tracking information.I sent an email using the contact form on the website asking for an update on August 31st. Received an update on September 4th from ************************* who said Thank you for your message! We are very sorry about the delay in your order. Let me reach out to our production team right away and I will get back to you as soon as I have more information. Never heard anything. Emailed on September 6, 8, 9 and 12 asking for updates. Still nothing. My wife reached out to Adelante through ******** and she was told that the order was being fulfilled and would ship out between Wednesday-Friday. September 20-22nd.I have also followed up with two additional emails on September 22nd and September 25th asking for an update.

  Business response

  10/02/2023

  We would like to apologize for the delay in shipping your order. We had some problems with the logistics company we hired to handle our shipments, which has caused all shipments to be halted since September 11th, when we had our last batch of shipments. The problems have been resolved, and your order was shipped on Friday, 26th.
  

  Customer response

  10/13/2023

  Better Business Bureau:
  

  We have received what was ordered from Adelante and are happy with the product.   It still does not change the fact that was almost a month and a half late and the customer service that was received was substandard.  If Adelante was upfront with their customers about the shipping issues I would have understood.  A little communication goes a long way.

  Regards,
  
  *******************************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 pairs of shoes from Adelante as part of their Encore sale, a total purchase of $396. I purchased them in two separate orders on the same day. As I was checking out, I paused to think if I really wanted to make these purchases, and for both orders I saw a notice that said something like, This order is final sale and is eligible for a full refund. Reassured that I could get a refund if the order didnt work out, I clicked purchase both times. I absolutely would not have made these purchases if the condition of sale had been return for a like item or store credit only. The items arrived on September 8. Neither fit. I went to look about getting a refund, and nowhere on their site did it mention the final sale option that I saw at checkout with both purchases. Concerned that there might be a problem, I sent an email to Adelante explaining the situation. I didnt hear back for 13 days, which was concerning given that the window for returns is only 30-days, which wouldnt leave much time if the customer service discussion required more than one exchange. I am concerned they may be trying to "run out the clock" on the return/refund window.Today I heard from them. They said, We are sorry but we are only able to offer you a return for an exchange or store credit. Can you show me a screenshot of what you are referring to?I did not take a screenshot when I saw the guarantee that both items would be eligible for a full refundbecause I thought I could trust Adelante to stand by their word and I didnt know I would need documentation to make sure they would deal with me honestly and fairly. I am extremely frustrated and concerned. I would not have purchased these shoes if I had known Adelante would try to go back on their promise of a full refund. Adelante: I want a full refund. Deal with me honestly. Stand by the guarantees on your website. Give me my money back, a full refund, as you promised.

  Business response

  09/26/2023

  Hi ********,

  
  ***** here, Adelante's Founder / CEO. 

  
  First off, I want to apologize for our delayed customer service response time. We've recently restructured several core elements of our business and are currently playing catch ** in customer service.

  
  As to your complaint, I'd like to find a way to work with you but am struggling to make sense of your experience because we are pretty explicit in our return and exchange policy that we do not offer returns for a refund. In fact, I've just added a product to cart in the Encore store and moved all the way through to checkout just to reassure myself that we do not offer returns for refund at any point. We do offer our customers a third party app add-on called **** which, if added to cart, enables the customer to return for refund. Perhaps that is what you are referencing? Did you by chance add "**** ***************** to your order?

  Thanks,

  *****

  Customer response

  09/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  ****************,

  When I went to check out, I got a notification that "this item is final sale and is eligible for a full refund."  I saw this for both purchases. It was on the left-hand lower-mid corner of the screen. I know that I saw it, because I paused before making the purchase to be sure that I wanted to proceed, saw the notification that it was eligible for a full refund (which I made note was not a return-only option) and with that information decided to proceed. I too tried to replicate what I saw by going through the initial stages of an encore purchase, but it did not show up. Could it be that your website was experiencing an user interface bug on the weekend of that particular encore sale, which caused it to show that message? I do not believe that I was seeing an offer of purchasing return insurance. The notification, the fine print at checkout, said that the item was final sale and eligible for a full refund, for both purchases. In case this is helpful to troubleshoot, I am/was using ****** Chrome on a Macbook Pro, OS 13.5.2. 

  Thank you,

  ********

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business response

  10/06/2023

  We checked this product page, but there is no notification like the customer claims on this product. The only relevant information that we see is the Refund Policy link at the bottom of the checkout page.It should be noted that this does not mention final sale product returns or refunds. We have yet to see anything anywhere that says "this item is final sale and is eligible for a full refund" throughout the checkout process.

  Customer response

  10/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I know what I saw. I have an strong visual memory. Both times when I checked out, the checkout information was on the right side of the screen, and on the lower left side of the screen, with a blue background in white or yellow font, it read something along the lines of "this item is final sale and eligible for a full refund." I took deliberate note of this and only purchased these shoes with the understanding that they were eligible for a refund. I would recommend anyone who sees such a guarantee from Adelante to be sure to take screenshots, because they will not honor it otherwise.

  That said, I am not willing to play a game of chicken with my $396. Adelante will be happy to know that I have initiated returns for both items, which I will use for holiday gift certificates, so at least the money will be used for something helpful. However, I have been extremely disappointed by this experience and will never purchase from Adelante again as I no longer trust them. 

  By the way, I only received a return email and label for one of my two orders. I am waiting for the return email and label for the second order.

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

*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. ↩