Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  J ai pass une commande depuis le 22 novembre. ********** aucun retour a part une confirmation avec un numero d achat. J ecris a la compagnie et il me rponde qu il cherche ma comamnde, mais ne la trouve pas. # semaines plus tard ******* toujours pas de retour de cette compagnie et ******* pas recu les souliers. Est ce que cette compagnie est frauduleuse ?

  BBB used French to English translator:

  I placed an order since November 22. I have not received any feedback other than a confirmation with a purchase number. I wrote to the company and they replied that they were looking for my order, but could not find it. # weeks later I still have not heard back from this company and I have not received the shoes. Is this company fraudulent?

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been waiting for a refund from the company for shoes which have been returned to their warehouse since August 28, 2024. Everytime I try to get assistance from their support I get what appears to be an auto generated response email saying that returns take 1-2 weeks process after the shoes are received at their warehouse. I have sent numerous emails with only a few being answered with the same reply.

  Business response

  10/29/2024

  In regard to the customer's complain, upon verifying with the fulfilment team, they already issued a refund for this return. We advise customer to check with his bank for the refund issued.

  Customer response

  11/01/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *******

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On about 16 July 2024 I purchased a pair of shoes from the company. I received the shoes on 25 July 2024. The shoes size is very small compared to every other shoe I have ever bought. The company advertises a 30 day money back guarantee. I tried to return the shoes on 31 July 2024 by going through the company's website return process however, it did not work. I have tried to initiate the return process through the link advised below however, when I get to the 'Why are you returning this item?' page, I go through the links (and I have tried all the different options) however, after I click 'save exchange selection' after selecting the replacement size nothing happens; and if I close the screen my only option is to restart the process and it becomes an endless cycle. If I try to simply return the product and get a refund, I get an endless 'loading' screen. I emailed the company's support team with screenshots showing the issue with the website. Their response was 'we can't help you, try again on the website and send us a video of the issues'. When I tried again, which I did not get a chance to do until 27 August, the website still did not work and now we are outside 30 days from the date I received the shoes the company is refusing to take the shoes back.

  Business response

  08/29/2024

  The customer complain is not valid as our team did our best to assist him with his issue. We asked him to send us a video of the issue that he is experiencing while trying to make the return, so we can forward to our fulfillment team Last July 31, 2024, but the customer did not respond after that, He only responded July 26, 2024 which is almost a month after our last response to his message. Customer is well aware that we only allow 30 days to return the order. We never failed to give him the necessary information on how to return the order. 

  Customer response

  09/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22212585
  
  I am rejecting this response because: They state: "we did our best to assist him with his issue." No they did not. When their website failed and they were notified, they could have provided another means for returning the shoes, such as by email. Instead they said 'try again and video it'.  

  They also state: "We asked him to send us a video of the issue that he is experiencing while trying to make the return". Again, they did nothing to 'try to make the return'. I tried and within the 30 day guarantee period. That my final attempt to return the shoes was outside the 30 days is irrelevant where I had already tried in time, they declined to provide a reasonable means to return the shoes, instead they unreasonably required me to take additional steps (that is, videoing how their website fails despite having already been provided with screenshots - which has nothing to do with them trying to assist me with the return, rather, just delayed my ability to return the shoes).   

  My complaint remains the same: they have not honoured the 30 days guarantee they advertised. I have attached the complete email chain between Gatsby and I.
  
  Regards,
  
  *************************

  Business response

  09/04/2024

  The customer complain is not valid as the reason why we asked him to send a video is for us to check what the issue he is experiencing so we can check it ourselves, but he never responded to our email nor let us know what the issue is, we need to see the issue so we can provide him the next instruction, but customer never emailed us and waited after almost a month to email us again, the customer had a lot of time to email us the issue but he never reached out to us again. 

  Customer response

  09/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22212585
  
  I am rejecting this response because: I provided an explanation of the issue and screenshots of their website showing the issue with the initial email requesting the return of the shoes. Gatsby's position that I did not again explain the issue is irrelevant. I had already told them the issue. How many times do they require an explanation before they honour their guarantee? 
  
  Regards,
  
  *************************

  Business response

  09/05/2024

  The customer complain is not valid because we clearly asked customer to refresh the browser and to inform us if he is still having the same issue and forward us a video so we can forward the issue to our fulfillment team, but customer never responded back, instead he waited up to 30 days before responding, if he did have an issue, he would have responded to us the next day, but there is no response, please see attached email communication from between us and the customer, our last email was sent July ******* but customer responded August 26, 2024

  Customer response

  09/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22212585
  
  I am rejecting this response because: I am rejecting this response because: their position is nonsense and they should stop exaggerating their timeline. The shoes arrived on 25 July. I emailed Gatsby on 30 July advising of an issue with the shoes and asked how to return them (5 days after receiving the shoes). Later on the 30th they advised to lodge the return their their website. I tried several times on the 31 July to process the return on their website (6 days after receiving he shoes). The website failed each time. I then emailed Gatsby informing them of the issue and I requested again how to return the shoes (still 31 July, being 6 days after the shoes were received). They said try again and video it. I did not have the time at the time to video and re-explain the issues they were having with their website - I often work away. I had told them twice within 6 days of receiving the shoes that I wanted to return them. They essentially rejected my claim by asking me to use a method which they knew or ought reasonably to have known did not work. My next and final attempt to return the shoes was on 27 August - being 33 days after I received the shoes, and only 27 days after I had last asked them to return the shoes. I'm not interested in another response from Gatsby unless it is 'sorry for the inconvenience, we will accept the shoes for return and refund the money to you.'
  
  Regards,
  
  *************************

  Business response

  09/06/2024

  The customer complain is not valid, because, if he truly didn't have time to video the issue, he should have informed us right away or responded to our email which I believe won't take him time to inform us,  but again, customer never responsed to our email and only responded almost 30 days after we asked him to send us a video showing the issue. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered shoes and a shirt from Gatsby and when it came in my 3XL shirt was more like a medium it’s a joke! And my shoes weren’t at all like the picture of the shoes that I ordered. Then to send back their CRAP I had to pay shipping and they charge me a 10% restocking fee!! Plus it’s been 2 weeks since I sent their crap back and not a single word from them much less the $108.00 that they owe me!!! I call the phone number and it tells me to go back to their site which just tries to sell me more of their crappy shoes!! This place is definitely a scam 100%

  Business response

  07/11/2024

  In regard to Customer's Concern, we just check his return and this is still not delivered in our warehouse,  here is the tracking link for his return *************************068&trkqual=12027~*********068~FDEG this is still in transit. We will process the refund once the return has been received and inspected. Customer can also email us for a follow up via support@gatsbyshoes.co

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Terrible product quality and customer support. I bought two pairs of their leather wide fit shoes (black and brown). I’ve worn the black pair about 15 times in the space of three months and the heel/sole have fallen apart. I like the fit and look for the shoe and expected them to acknowledge the defect and send a replacement pair. Alas they quoted me a 30 day returns policy and refused to replace or refund them. I can only think this is a scam, whereby they sell poor quality shoes in the knowledge they will fail. The response from *** Cortez mirrors the company response below. They seem to think getting passed the 30 day returns policy vindicates them from any duty of care to the consumer. These shoes were £60 ($75) each and obviously should last more than a few months, being worn 1-2 times per week. They are selling poor products and banking the cash of all those who don’t discover their defects within 30 days. It’s a scam….. please address it. I can forward the email chain with ***, if useful.

  Business response

  06/26/2024

  In regard to customer's concern, we would like to kindly remind customer that our company's refund policy allows customers a 30-day window to request a replacement or refund, with a a 30-day extension. This policy is accessible on our website and was agreed upon by the customer when placing the order. As it has been over 90 days since customer's purchase, customer is no longer eligible for a refund or replacement under the stated policy, additionally this refund request is only applicable if the shoes has not been used nor worn however, customer has worn the shoes for the past 3 months.The policy can viewed via ****************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Non stop unwanted text messages to my cell phone.

  Business response

  06/22/2024

  In regard to customer's concern, I have informed our technical team to remove his number and email from our Marketing offers. We apologize for the inconvenience,.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 pairs of shoes for my husband size 14 normal per the order ******************* The shoes are very small like a size 11 so I emailed a request to refund with no response. I have tried the ***************** which directs you to the phone number ###-###-####. The phone number directs you to the support@gatsbyshoes.co. I have also requested help when they send me an email to give customer review. I unfortunately did not read BBB reviews and would have never purchased. If I try to go to the webside or use my email of the purchase for the refund policy it pops back tht the site cant be found. I purchased on May 24,2024.

  Business response

  06/20/2024

  In regard to customer's concern, we never received an email from her requesting for return, for returns, she can file this directly via **************** and this information is also posted in our website. We also sent a return instruction to customer's email via *********************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While I liked the shoes, they fell apart (the sole separated from the rest of the shoe) after 2 1/2 months of wearing. Their website gives a phone number to call for "24-hour support" however you get a recording which states to e-mail for assistance. No one ever answers and there is no way to leave a message. The website also states that they have a "100% satisfaction guarantee". I emailed and provided a picture of the damaged shoe. The response I got stated that the guarantee is for only 30 days and they offered me a 30% discount to buy another pair of shoes. How absurd!!! Why would I spend any more money on poor quality shoes from a company that doesn't stand behind their products.

  Business response

  05/13/2024

  Dear **** ********,

  Thank you for bringing this matter to our attention. We at GatsbyShoes are committed to customer satisfaction and regret that the customer had a disappointing experience. However, we would like to provide clarity and context regarding the situation outlined in the complaint.

  1. Product Quality and Warranty: The customer’s dissatisfaction stems from the shoes’ durability. GatsbyShoes ensures that all products meet a high standard of quality before they are sold. However, the shoes in question were worn for over two and a half months before the reported defect occurred. Our warranty, clearly stated on our website under the terms of service (Terms of Service), covers manufacturing defects within a 30-day period. Beyond this period, we cannot guarantee the item against wear and tear under various usage conditions that are not within our control.

  2. Customer Support and Communication: The customer expressed frustration over our support system. Our "24-hour support" is designed to direct customers to our primary communication channel, which is via email. This is stated in our auto-response message when calling our provided phone number. We strive to respond to all customer inquiries promptly via email, as this allows us to keep better records and handle issues more efficiently.

  3. Response to the Complaint: Upon receiving the customer’s email, we acknowledged the issue by offering a 30% discount on future purchases, as per our discretion under our limited warranty guidelines. This gesture was intended as a goodwill compromise since the warranty period had expired.

  4. Chargeback Issue: It is important to note that the customer initiated a chargeback through their bank. Company policy precludes us from processing a refund while a chargeback is active, as it needs to be resolved to prevent dual compensations. We are more than willing to reconsider the refund once the chargeback claim is withdrawn and upon further investigation into the product’s use and the defect reported.

  We regret any misunderstanding regarding our policies and terms. GatsbyShoes values its customers and continually seeks to enhance our products and customer service experience. We are prepared to work with the customer to find a more agreeable resolution once the chargeback issue is resolved.

  Thank you for the opportunity to clarify this matter. We are committed to upholding the standards expected by both our customers and the Better Business Bureau.

  Warm regards,
  ******

  Customer response

  05/13/2024

  I am 62 years old and I have worn many dozen (probably 100's) pairs of shoes in my lifetime.  I have never had shoes literally fall apart after a few months of wear to an office.  Pictures attached.  I would be more than happy to close the dispute with AMEX if you respond with confirmation that you will refund my money or at the very least, replace the shoes at no cost.  
  
  

  Customer response

  05/14/2024

  In the business' previous response, they said they would not issue a refund because I filed a dispute with my credit card company.  I replied that I would be willing to close the dispute if they would confirm that they will issue a refund once the dispute is closed.  Short of that, I have no option other than to continue with the dispute.
  

  Business response

  05/15/2024

  We have not promised customer any refund if he closes the disputes, we clearly informed customer that no refund nor replacement will be issue do damaged shoes due to usage per our return refund policy.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of shoes from Gatsby Shoes (order # ******) on 2/01/24, received them 2/20/24. I ordered a wide size that was still to narrow to fit. I initiated the return on 2/21/24, mailed them on 2/22/24, and confirmed via tracking number they were received 2/26/24. I contacted Gatsby via email on 3/8/24, 3/22/24, and 4/17,24 to inquire about about my refund of $69.94 that was supposed to be charged back with in 1-2 weeks after received. They responded to all with the same apology and saying they would look into it. As of now, nearly 10 weeks later still no refund and out an additional $15 that I had to pay to ship them back.

  Business response

  05/14/2024

  We have refunded the customer for the return. Please note that for us to be able to process returns asap, customer needs to include the name or order number so it would be easy for us to identify the owner of the return. Refunds take time if we cannot find the owner of the return. In this case, the return has been located and a refund has been issued.

  Customer response

  05/21/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought two pairs of shoes for $109 on December 3, 2023, for my father for Christmas. Their website advertises "Fast Tracked Shipping Using expedited shipping, your package will arrive lightning fast!" The shoes shipped December 11, 2023, and arrived the first week of January 2024, after my father had left to go back home after the holidays were over. The next time I saw my father was April 2024 and when I gave the shoes to him and he tried them on, they were too big. Of course, by now it was well past the their advertised 30-day return window, but I thought that perhaps in good faith and in showing good customer service, seeing that they failed in providing the advertised service of 'lightning fast delivery,' they might make an exception. Of course, that was not to be. So now, we are out the money and my father has a useless gift. How may more customers is this company going to take advantage of?

  Business response

  04/25/2024

  In regard to customers concern, the order was delivered January, hence the customer has 30 days from the day the order was delivered to request a return, however, customer only requested to return the order 3 months the order was delivered, our policy clearly shows that we only accept returns, 30 days after the order was delivered. Please see our return policy via (link redacted)

  Customer response

  04/25/2024

  Did an actual human even read my complaint? Because it appears that either it was responded to by a robot or otherwise, they are paying someone to copy and paste the same "see our 30-day return policy" response to every complaint that is brought against this company. Also, the "robot's" grammar is horrendous as it appears the only punctuation it knows is a comma. 

  Anyway, no, I do not accept this absurd response because as I specifically said in my complaint, I already KNEW about the 30-day return window.

  What I'm really complaining about here is their false advertising about "lightning fast delivery." Because had it arrived in a timely manner, (BEFORE Christmas and NOT in January) we wouldn't be having this discussion. The fact of the matter is is that this problem is entirely of their making.

  This company needs to be shut down before they continue to rip off other unsuspecting customers who are giving them their money for a nonservice. 
  

  Business response

  04/26/2024

  In regard to customer complain, our delivery information was also stated in our shipping information page, we did mention about delays during christmas orders, unfortunately, we are still unable to accept customer return request as this is already past our 30 days return period,

*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. ↩