Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of shoes from The Light Walk Shoe company which were returned on June 7th. The USPS tracking info showed that the shoes were delivered (left with individual) on June 10 @ 11:03am. The refund due was $151.95. On July 2, (3 weeks later) I emailed and called TLW. They responded that the refund was issued on July 3 and would take 2-3days. Still no refund issued by today -July 10th I emailed them again and was told the refund would now take 10 days. I feel that this company is dishonest and a refund not issued since June 10th is unacceptable.

  Business response

  07/31/2024

  Hi.

  Thank you for contacting us,not sure what is the issue with the customer, she received a full refund, copy of refund attached.

  Thank you.

  Customer response

  08/01/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******
  
  
  

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of shoes from TLW on April 9th. On April 17th I sent an email to TLW Shoes on stating, "I ordered a pair of Apex Sierra Gray Women's size 7.5 shoes from TLW Shoes on April 9th (order #****) for $147.25. Your website states that orders are usually processed and on their way in 2-3 days, "Orders typically take 2-3 business days to be processed for shipment". After the initial order confirmation email, I didn't receive any notifications until April 16th when I received a USPS tracking number: ******************************. It is now April 23rd and that tracking number still says: "Pre-Shipment USPS Awaiting Item. April 17th, 2024." Ivan Duda, Co-Founder, responded within minutes saying, "Hi. You will get them in 2 days." EIGHT days later on April 29th, I received the shoes that were MENS size 7.5. I looked again at my order confirmation and the invoice in the box both which said Womens size 7.5. I called the company and a woman assured me that they would email me the next day with a return mailing label and that I would receive the correct shoes in 2 days. Thursday, May 2nd (2 days later) I still hadn't gotten any email with return label. I tried to call the company and no one answered. I then wrote them an email saying I want the return label and a refund due to not being willing to trust this company any longer. There has been NO response.

  Business response

  05/13/2024

  Response taken over the phone by BBB Staff

  The email was sent to her 5-6 and she said she mailed the shoes 5-9.  Once we receive the shows a refund will be reflected 1-2 business days.

  Customer response

  05/13/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  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. ↩