This business is not BBB accredited.

The Swanx LLC

Additional Locations

18710 Meridian E Ste 115 Pmb 83, Puyallup, WA 98375 http://www.theswanx.com ! There is an alert on The Swanx LLC !


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating because it is out of business.


Customer Complaints Summary Read complaint details

393 complaints closed with BBB in last 3 years | 42 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 10
Billing/Collection Issues 2
Delivery Issues 350
Guarantee/Warranty Issues 1
Problems with Product/Service 30
Total Closed Complaints 393

Additional Complaint Information

On July 24, 2013, BBB recognized a pattern of complaints from consumers regarding delivery and refund issues. Consumers allege after placing an order with The Swanx LLC, their products are not delivered within the promised timeframe of 8-10 weeks. Consumers further allege when contacting the company for assistance, they are told that although the order has not yet been processed, refunds are not available.

Customer Reviews Summary Read customer reviews

0 Customer Reviews on The Swanx LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: March 10, 2009 Business started: 11/01/2008 Business started locally: 11/01/2008 Business incorporated 11/24/2008 in WA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
http://www.secstate.wa.gov/corps
Phone Number: (360) 725-0377
corps@sos.wa.gov

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Curtis Johnson, Member
Contact Information
Principal: Mr. Curtis Johnson, Member
Customer Contact: Mrs. Shawna Johnson, Member
Business Category

Shoes - Custom Made Shoes - Retail Internet Shopping Online Retailer

Refund and Exchange Policy
Please refer to http://www.theswanx.com/returns.asp for The Swanx return policy.
Additional Information

BBB generally reports 100% of all reportable complaints except for those businesses who maintain a large volume of complaints. BBB currently publishes 30% for The Swanx LLC.


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    18710 Meridian E Ste 115 Pmb 83

    Puyallup, WA 98375

  • THIS LOCATION IS NOT BBB ACCREDITED

    204 Corrine Ave NW Pmb 236

    Orting, WA 98360

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/5/2015 Delivery Issues | Complaint Details Unavailable
2/2/2015 Delivery Issues
1/27/2015 Delivery Issues
1/27/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of hand-painted shoes on 8/18/2013 and paid with my credit card a total of $116.85. I tried to contact them several times and never recieved the shoes.

Desired Settlement: I would like a refund of my money.

10/21/2014 Delivery Issues
10/15/2014 Delivery Issues
10/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In may 2013 I placed a ordered with the swanxs after the time frame of delivery of 6-8 weeks I began emailing them. They sent generic emails saying they were behind finishing up the months prior order. I have even tried calling and just get a recorded message. I've sent several emails. And now I see there site is closed and I'm not the only one.

Desired Settlement: I would like the 136.00 they took

10/7/2014 Delivery Issues
10/3/2014 Advertising/Sales Issues
9/29/2014 Delivery Issues
9/17/2014 Delivery Issues
8/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Swanx company took money out of my account and never sent my shoes. I have contacted them numerous times and they promised they would get me my painted shoes and then said that they would exchange for some Sanita's. I never received them and I called them again and also sent another email. No response. Below is the last email I received from them. I placed this original order in April of 2013. I also have tried to contact them since this time and now the phone is disconnected. This final email was sent on October 24, 2013 Hi ***, We exchanged the order as you requested. They will be ordered today and will ship out to you first of next week. As soon as we receive the tracking number from sanita we will send it right to you. They will be shipping directly from them to you. Again, our apologies. Thank you for contacting The Swanx! Let us know if you have any other questions or need further assistance. Kind Regards, "Have Fun On Your Feet" ************ Follow us on Facebook: https://www.facebook.com/theswanx#!/theswanx Follow our blog: http://theswanxhandpaintedclogs.wordpress.com/ Follow us on Twitter: https://twitter.com/#!/SwanxFootwear Original Message From: ********@aol.com Sent: Wednesday, October 23, 2013 7:41pm To: *****@theswanx.com Subject: Re: order ***** Although I am very disappointed that I am not going to getting my original order, I would like to except your alternate offer of another pair of Sanitas'. I would like the XXXXXX-X-XX SMART STEP-PROFESSIONAL ACASIA-Black- 38 How soon can you ship these out to me? Thank you for your quick response. *** Original Message From: sales <*****@theswanx.com> To: aknotary <********@aol.com> Sent: Tue, Oct 22, 2013 2:24 pm Subject: order ***** Hi ***, Your order is due to be shipping by 11/5/13. We do sincerely apologize in the extended delay. With the amount of orders the artists heavy workloads have just put them behind.. Because of this, we are trying to eliminate some of the hand-painted back orders the artists have by offering you some alternative options so you do not have to wait any longer. We have the entire Sanita line of footwear on our website, over 100 different pairs to choose from (click here to view). We are offering you the option of choosing any one pair of the Sanita shoes or clogs in place of your hand-painted order. It will ship right away and you will receive it in less than a week. The second option is to choose a pair of shoes that are already painted and ready to ship from our Ready To Ship selection. New designs are being added to this page all the time. All pairs on this page will also ship right away and you will receive them in less than a week. For all customers that wish to change their order to a Sanita shoe or a Ready To Ship shoe we will be including a free, a brand new, high-definition printed, crew neck t-shirt (click here to view the shirt selection). The shirts and the artwork are super soft to the touch and are certain to be one of your new favorites! All of the shirts are designed by our graphic artists and new designs are added weekly. In addition we will be giving out a $10 certificate to use on a future purchase of any products on our website, good for 12 months. Please let us know if you would like to continue to wait for the original order or if you would like to choose one of the options we have offered above. Again, our sincerest apologies. Thank you! Kind Regards, mobilelogo.png "Have Fun On Your Feet" ************ Follow us on Facebook: https://www.facebook.com/theswanx#!/theswanx Follow our blog: http://theswanxhandpaintedclogs.wordpress.com/ Follow us on Twitter: https://twitter.com/#!/SwanxFootwear

Desired Settlement: I was willing just to take the alternate shoes. So either the alternate shoes or the $135.00 they took out of my account.

8/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered handpainted clogs on 8/3/2013. After receiving a delivery confirmation saying that it would be 10-12 weeks I patiently waited and watched the order status online. In December, 2013, I emailed them inquiring about the status of the order. On January 3, 2014 I received the following. Hi We are very sorry it has taken some time to respond to you. We do realize you may be unhappy with your experience with our company thus far and rightfully so. However, we are fully committed to fulfilling your order(s). We are not able to issue refunds at this time because, like many other small, family owned businesses in today's economy, we too are going through some very difficult times right now. We are doing everything we can to get all orders and order change requests taken care of on an individual basis as soon as we possibly can. If you would like to choose a product in place of the product on your order at no extra charge please visit the Ready To Ship page of our website. Any of those products can be swapped and shipped to you right away. Otherwise, we are going to complete your original order(s), we just do not have an exact date of completion at this time. We ask for your continued patience while we sort things out and get each and every customer taken care of. We want you to know that are here and we are not ignoring you. Please know that we have every intention of making this right and we will keep all customers informed with any new information we have regarding individual orders and requests. Thank you, The Swanx, LLC I decided to wait for them to fulfill the order. Today, when I remembered that I hadn't yet received my shoes, I checked online at https://www.theswanx.com/ and got a page that said Store Closed.

Desired Settlement: refund.

8/11/2014 Delivery Issues
8/6/2014 Delivery Issues
8/6/2014 Delivery Issues
8/6/2014 Delivery Issues
8/6/2014 Delivery Issues
8/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: ordered a pair of their painted clogs in Sept 2013 for my daughter. Have not heard from them and only get a automatic reply everytime I email them..

Desired Settlement: Want my money back

8/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for a pair of hand painted clogs in July of 2013. I sent Theswanx.com an email on October 17, 2013 that I was charged 7 weeks ago and have not received the product. They told me it takes 8 to 10 weeks for hand painted items. As of this date, after several phone calls, I have not received the product or a refund. I was told I could get a store credit. I would like my charge card reimbursed

Desired Settlement: I want my money back, no store credit

8/4/2014 Delivery Issues
8/4/2014 Delivery Issues
7/28/2014 Delivery Issues
7/28/2014 Delivery Issues
7/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Gave ample "process" time. Received minimal communication from the company. They took my payment and provided no service.

Desired Settlement: I want my money back plus 11 months of interest accrued by my credit card for the purchase.

7/23/2014 Delivery Issues
7/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of hand painted clogs in October of 2013. As I've ordered other pairs from the company in the past, I was aware that it would take a couple of months to receive. Knowing that the holidays were close, I even expected that I wouldn't receive until after the first of the year. I never did receive them. I almost forgot about it completely, then when I realized it I looked up my order to see that it was marked in the last stages of production. I tried to call but was unable to get through and then emailed the company. I never received any response. Tried to email again and again no response. I was basically swindled out of $115.00. I did find some links on the web regarding people having similar issues and according the those articles/reports, a representative from the company stated that they were getting to all of the orders and that everyone would be receiving theirs.

Desired Settlement: I would either like the pair of clogs that I ordered or a full refund to my Discover card.

7/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In 9/2013 I payed $200.00 for two pairs of shoes from the retailer. I have not received the merchandise. I have not been credited my account or received any communication from the company. I have emailed the company and have no response

Desired Settlement: I want either the shoes or my money back

7/8/2014 Delivery Issues
7/7/2014 Delivery Issues
7/7/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Order number XXXXX. Placed 9/27/13. Total 218.15, paid from checkcard Have not received product (shoes). No response to email. Phone number provided is not this company any longer.

Desired Settlement: Refund. Or shoes delivered within next 4weeks.

7/3/2014 Delivery Issues
7/3/2014 Problems with Product/Service
7/3/2014 Delivery Issues
7/2/2014 Delivery Issues
6/24/2014 Advertising/Sales Issues
6/17/2014 Delivery Issues
6/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of shoes for $139.90 USD on September 30. I contacted them a month or two later enquiring about the shoes and they said that it takes at least 8-10 weeks to receive product. I contacted them again shortly later and received a generic email indicating that their company was in financial distress and they did not know when they could ship the product. Now it is too late to get a refund through my credit card company and I haven't received the product (now it has been 8 months).

Desired Settlement: Honestly, I just want the shoes that I ordered. But at the very least, I want the money back!

6/10/2014 Delivery Issues
5/30/2014 Delivery Issues
5/27/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In June of 2013 I ordered a pair of hand pained shoes. To date, I have not received the shoes. I have not heard from the company in over 4 months. The last email I received said " they were working on processing my order". 11 months, no shoes, no refund, no satisfaction.

Desired Settlement: I want a complete refund of the money I have paid this company.

5/27/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Placed an order with company and never received goods. I made several attempts to contact them and no response

Desired Settlement: Refund of purchase price of $112.66

5/23/2014 Delivery Issues
5/20/2014 Delivery Issues
5/20/2014 Delivery Issues
5/20/2014 Delivery Issues
5/20/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered two pairs of shoes in August of 2013, it was paid with MasterCard. The shoes were ordered but I never received them. Several promises from the Swanx to resolve the issue but nothing as of yet. The total is 225.40. they kept my money, but I never received the shoes. There is no longer customer service number and there are no responses to emails.

Desired Settlement: I would like my money back or the shoes. Preferably my money. But I would be happy with either.

5/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered shoes in October. Payment was given and delivery was promised in 10 weeks. I inquired in December and was told I could nbot get refund or get delivery. And estimated date of delivery could be not given. I emailed again in Feb with same response. I want my money back.

Desired Settlement: Full refund of money.

5/19/2014 Delivery Issues
5/19/2014 Delivery Issues
5/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of custom painted shoes in 2011 and they took 6 months to ship (after repeated e-mails wondering where they were after the 6-8 week supposed shipping) and my wife absolutely loved them! So I ordered a 2nd pair in May 2013; as of February 22nd (9+ months) they still had not arrived. After repeated e-mails that time, I got: thank you for waiting, thank you for your patience, your order should be shipped out by November 11th 2013 (uh huh), free t-shirt with the shoes (no ideas as we haven't gotten the shoes), artists can't keep up with the heavy demand, but here is the best one yet: "We are not able to issue refunds at this time because, like many other small, family owned businesses in today's economy, we too are going through some very difficult times right now. We are doing everything we can to get all orders and order change requests taken care of on an individual basis as soon as we possibly can. If you would like to choose a product in place of the product on your order at no extra charge please visit the Ready To Ship page of our website." > On their Ready To Ship page, there is ONE shoe with ONE size listed! I gave them a list of what they show on their website as alternatives and they write back saying they will keep the original order as is. They are very nice shoes and I really hope we get the shoes or we will be out $130. As of May 2014, still no shoes and their website has been showing that it is down for maintenance.

Desired Settlement: I would like my $130 back.

5/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of shoes in August 2013, order # XXXXX. This is the third pair I have ordered, the first two pair took 4 months to get, not the 6-8 weeks noted on their website. I asked for a refund in January, as I had no communication as to them being late, and I was told I could not get a refund, they were behind, and would be shipping them out soon, or I could choose from the ready made selection. I told them I did not want either, this was unaccpetable, and after 6 months (now 10) I should be entitled to a refund. I have not heard from them since.

Desired Settlement: A full refund of $113.61.

5/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered Shoes on June 16, 2013 at 3:34pm. As of today my shoes have not been delieverd. I emailed asking for the status on the shoes, they emailed back stating that they can send another pair and that they are unable to provide a refund. I decided to wait for the original shoes that I ordered. I recently sent an email for a status and have not recieved a response back. It has almost been a years since I ordered my shoes and have not recieved a prodcut.

Desired Settlement: I would either like a refund or the oringal shoes that I ordered.

5/14/2014 Delivery Issues
5/14/2014 Delivery Issues
5/13/2014 Delivery Issues
5/13/2014 Delivery Issues
5/13/2014 Delivery Issues
5/13/2014 Delivery Issues
5/13/2014 Delivery Issues
5/13/2014 Delivery Issues
5/13/2014 Delivery Issues
5/13/2014 Delivery Issues
5/13/2014 Delivery Issues
5/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of hanpainted shoes on July 18, 2013 and was promised they would be ready in 8-12 weeks. When that time time came and went I sent an email enquiring on when I would receive my shoes that I was charged 117.34 dollars for. They told me that the artist was behind and they should begin them shortly. Several more months went by so I emailed them again, this time they said the artist was just starting on July orders. I still have not received my shoes and it has been 9 months. They have not responeded to the last several emails I have sent plus thier website gives an error message now and the phone number now goes to a ******** maid service.

Desired Settlement: I would like a full reeimbursement of my $117.34. My order is******. I want my refund in full.

5/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Placed order 8/18/13 and started email exchanges for status on 11/24/13. The last response was on 2/3/14 and I have sent follow ups 2/14/14, 2/23/14 & 4/11/14 without receiving response. My confirmation order number is XXXXX placed 8/18/13 @ 8:54am. This order was a birthday gift for my sister who recently lost her husband and I felt the Dragonfly Dream clogs were a perfect gift for her so this has been a disappointment in many ways to be out the $117.34 and not have a gift for a grieving widow.

Desired Settlement: My preference would be for my order to be fulfilled. My second choice would be to have a complete refund and perhaps round it up some since the order was 8/18/13 and it is now 5/12/13 so they have had the use of the money for nine months. I will be anxiously awaiting your response for what I can expect and when.

5/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 3 pairs of Swanx shoes on August 7th, 2013 and have not yet received them. The total cost of $315.73 was charged to my credit card the day I ordered them. I have contacted the Swanx by email several times and each time receive a reply saying they are running behind on orders but will get the shoes to me as soon as they can. They also said I could exchange my order for a "Ready to Ship" pair. Well now, 9 months later, their number is disconnected and I cannot even get on their website to exchange my order for a "Ready to Ship" pair. It seems they took everyone's money and ran. This is not acceptable!

Desired Settlement: I have been extremely patient with this company. I intend on getting my $315.73 refunded.

5/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered shoes in June 2013, charged my credit card in June, have not received the product. Have attempted to contact them many times. At first they responded and aplogized, now no response.

Desired Settlement: Either the product or my money back. I would even settle for a replacement product at this time.

5/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: it took over 6 months for my shoes to be delivered. I asked for refund but it wasn't honored. When i finally received my shoes, one shoe is the wrong size. I have returned the said shoe but have yet got back the right one.

Desired Settlement: full refund or ship the right shoe to me

5/12/2014 Delivery Issues
5/12/2014 Delivery Issues
5/12/2014 Delivery Issues
5/8/2014 Delivery Issues
5/8/2014 Delivery Issues
5/8/2014 Problems with Product/Service
5/7/2014 Delivery Issues
5/7/2014 Delivery Issues
5/7/2014 Delivery Issues
5/7/2014 Delivery Issues
5/6/2014 Delivery Issues
5/6/2014 Delivery Issues
5/6/2014 Delivery Issues
5/6/2014 Delivery Issues
5/6/2014 Delivery Issues
5/6/2014 Delivery Issues
5/5/2014 Problems with Product/Service
5/5/2014 Delivery Issues
5/5/2014 Delivery Issues
5/5/2014 Advertising/Sales Issues
5/2/2014 Delivery Issues
5/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered shoes on June 14, 2013 and have not received the merchandise. I have e-mailed the company on 4 separate occasions and received a response on 3 of my e-mails stating that they were behind in their orders and would ship the shoes as soon as they could. In one of my e-mails I asked for a refund and was told that at this time a refund is not possible.

Desired Settlement: I want a refund credited to my credit card account.

5/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered and paid $214.42 for 2 pair of custom painted shoes on 10/16/13 and was advised that delivery would be 8-10 weeks. As of today I have not received the shoes. I have email correspondence between myself and Swanx over the last several months asking for delivery of the shoes or a refund and they refuse. They even stated that times are tough and they can't provide a refund and there is no estimated time in which they can promise delivery.

Desired Settlement: I would like a refund of the purchase price, tax and shipping costs that I paid.

5/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered shoes in June 2013 and as of today, April 6th, 2014, I have never received them. The email correspondence I sent them (on 3 separate occasions)requested a refund due to their lack of sending the shoes. They stated they could not send a refund because they were going through "difficult times" but that I could order another pair of shoes or to continue to wait for the ordered shoes.

Desired Settlement: Refund of my purchase price ($112.17)

5/1/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On June 3, 2013, I ordered 2 pair of Eywa closed back size 38 and size 39 handpainted clogs order numbers ***********. Each pair with shipping cost $115.60 each for a total of $231.20. On July 30, 2013, I emailed wondering where my shoes were. Finally on September 13, 2013, I received the first pair of shoes, order#****, size 39 Eywa closed back clogs. On September 27, 2013, I sent another email regarding my other pair of clogs that have already been paid for, asking when I would receive the second pair that were ordered on the same day, June 3, 2013. The following is the reply I recieived word for word: Hi *****, We do apologize for the delay on your order and do appreciate your patience and understanding. Please know we are doing everything humanly possible to get your order processed and shipped as quickly as possible. The artist working on your shoes has been notified to please expedite your order above all others she is working on taking into consideration the amount of time you have been waiting. The lengthy wait was due to a recent back order status with our shoe supplier on certain sizes. We estimate your order to ship on or before 10-16-13. We will email you tracking information as soon as it becomes available. If you'd rather not wait any longer we can change your order to a Ready To Ship or a Just Sanita product, both of which categories of shoes ship right away. Just let us know otherwise we will process your order as noted above. We do appreciate your patience and understanding. Thank you, ******* With this email, I expected my shoes to be shipped on October 16, 2013. It did not happen so on October 25, 2013, I again sent another email requesting a refund. The following is the response I got: Hi *****, We are writing to apologize for the long delay on your hand-painted shoe order(s) from our company. The artists have very heavy workloads and are not able to keep up with the demand. Because of this, we are trying to eliminate some of the hand-painted back orders the artists have by offering you some alternative options so you do not have to wait any longer. We have the entire Sanita line of footwear on our website, over 100 different pairs to choose from (click here to view). We are offering you the option of choosing any one pair of the Sanita shoes or clogs in place of your hand-painted order. It will ship right away and you will receive it in less than a week. The second option is to choose a pair of shoes that are already painted and ready to ship from our Ready To Ship selection. New designs are being added to this page all the time. All pairs on this page will also ship right away and you will receive them in less than a week. For all customers that wish to change their order to a Sanita shoe or a Ready To Ship shoe we will be including a free, a brand new, high-definition printed, crew neck t-shirt (click here to view the shirt selection). The shirts and the artwork are super soft to the touch and are certain to be one of your new favorites! All of the shirts are designed by our graphic artists and new designs are added weekly. In addition we will be giving out a $10 certificate to use on a future purchase of any products on our website, good for 12 months. Your order is not refundable as you agreed to at the time it was placed. Please let us know if you would like to continue to wait for the original order or if you would like to choose one of the options we have offered above. Again, our sincerest apologies. Thank you! Kind Regards, On October 28, 2013, I sent an email and chose a Sanita clog to replace the handpainted one...a size 38 Professional Beasley-Copper Sanita..and I also took advantage of asking for a free t-shirt. On October 28, 2013 the following is their response: Hi *****, We have changed the order as requested and it will be shipping about the end of this week, latest first part of next week. As soon as I receive the shipping email from sanita, I will forward it to you. The tshirt will be coming from us as a separate shipment and we will send the tracking number for that as well. Again, our apologies. Thank you for contacting The Swanx! Let us know if you have any other questions or need further assistance. Kind Regards, On November 8, 2013, received the t-shirt...still no shoes!!! The following is their response: Hello *****, We are very sorry it has taken some time to respond to you. We do realize you are unhappy with your experience with our company thus far and rightfully so. However, we are fully committed to fulfilling your order(s). Like many other small, family owned businesses in today's economy, we too are going through some rough times right now. We are doing everything we can to get all orders and order change requests taken care of on an individual basis as soon as we possibly can. We are going to complete your order(s), we just do not have an exact date of completion at this time. We ask for your continued patience while we sort things out and get each and every customer taken care of. We want you to know that are here and we are not ignoring you. Please know that we have every intention of making this right and we will keep all customers informed with any new information we have regarding individual orders and requests. Thank you, The Swanx, LLC Since that email in November 2013, I have sent 4 emails with no response from Swanx. Just this month I did tell them I was going to contact the BBB with still no response.

Desired Settlement: I would either like the size 38 Professional Beasley-Copper Sanita as soon as possible or a full refund of $115.60.

5/1/2014 Delivery Issues
5/1/2014 Delivery Issues
4/25/2014 Delivery Issues
4/25/2014 Delivery Issues
4/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On July 9, 2013 I ordered three pairs of shoes. I was told by them on multiple occasions that they were just back logged and would be sent. They are now not responding to any emails and I have already paid for the shoes.

Desired Settlement: I would prefer the shoes, if not I want my money back plus interest for the 9 months I have been without the product. I also feel like they should be forced to shut down their website

4/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a pair of hand painted shoes in September with the promise of the finished product in 10-12 weeks. I have contacted the company to be told that I could pick a premade pair or wIt for the ones I ordered but could not be given a refund.

Desired Settlement: I want my shoes or money back.

4/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered shoes August 2012, my credit card was billed for merchandise, still have not received the shoes, contacted company by email & was told that they could not nor would not refund my money. It is now March 2012 (7 months later) still have not received refund and/or shoes.

Desired Settlement: I want a refund in full.

4/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered shoes from them on 7/24/2013, their disclaimer stated 8-10 weeks. I have contacted them multiple times via email inquiring about my shoes. At first they stated they were fully committed to sending me my shoes, but were a bit backed up on orders. I waited longer, I emailed more. They again apologized, and offered for I to choose from their "Ready to ship" shoes, but NONE were in my size. No help to me there. I continued to wait. It has now been 8 months and I have emailed them at least 10 times now. The last 2 times has gotten me no response.

Desired Settlement: Refund please.

4/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered and paid for two pair of shoes in July 2013. Contacted the company in October 2013, and still no shoes.

Desired Settlement: I would really like to have the shoes. Plus an extra for my trouble. However, since that is unlikely. I want my money back!!

4/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered clogs from The Swanx on 6/13/2013, order # 9578. My credit card has been charged. It is now March of 2014, 10 months later, and I have not received the clogs. My account on the website is listed as "processing". I have emailed the company twice and not received a response. I have been unable to locate a phone number for the company. The estimated time listed on the website to receive an order is 4 weeks. The 10 months I have waited is beyond a reasonable time frame. The company's lack of response to my 2 inquiries is unacceptable.

Desired Settlement: I would like the clogs I ordered or a full refund.

4/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on July 5, 2013. My credit card was charged the same day for 112.70. I still have not received my shoe order. They will not respond to my numerous e-mails. There is no phone number anywhere that I can find for them except the one that showed up on my ****************** card statement with the charge. My Credit card company called the number, (then I also called the number, ************) and it is for *****, (**********************).

Desired Settlement: I just want the hand painted shoes I ordered on 7/5/13, as their website states they will not give a refund. They have fraudulently charged my credit card if I do not receive the shoes.

4/21/2014 Delivery Issues
4/21/2014 Delivery Issues
4/21/2014 Delivery Issues
4/21/2014 Delivery Issues
4/21/2014 Delivery Issues
4/21/2014 Delivery Issues
4/21/2014 Delivery Issues
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4/21/2014 Delivery Issues
4/21/2014 Delivery Issues
4/14/2014 Problems with Product/Service
4/14/2014 Delivery Issues
4/14/2014 Delivery Issues
4/14/2014 Delivery Issues
4/14/2014 Delivery Issues
4/14/2014 Delivery Issues
4/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: It's been 9 months and still have not received my show that I ordered . They post 8 weeks time frame and now will not refund or give me a ship date on the product I ordered

Desired Settlement: I would like the shoes I ordered or a refund

4/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of hand painted shoes from The Swanx on 10/15/2013. My credit card was charged immediately yet I have not received my shoes. According to the website, orders can take up to 12 weeks to process. When I emailed the company regarding the status of my order, I was told they are a small family business and they process orders on a first come basis. They will not refund my money despite never receiving the product. I checked the website, my order status is still listed as "processing". I attempted to contact the company again but they will not return my emails.

Desired Settlement: I would like a refund of $113.61 since I did not receive the product.

4/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On July 24 2014 I ordered a pair of shoes, on July 25 2014 my credit card was charged, I was told 4 - 6 weeks for delivery, I am still waiting for my order. Multiple attempts were made to contact seller, there was only one reply stating that the "artist" was currently working on my order that they would ship soon or to order something from the ready to ship sight but there is nothing there compatible. I still have not received my order. I continued to try to contact the seller by email, phone and thru their social media site to no avail. At this point I would really like my money refunded. Eight months is a really long time to have to wait for an order that was already charged to my credit card.

Desired Settlement: I would like a full refund.

4/11/2014 Delivery Issues
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4/7/2014 Delivery Issues
4/7/2014 Advertising/Sales Issues
4/7/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered shoes June 2013 company stated 8-10 week delivery and I have not received them yet. I have tried to contact them and they won't respond.

Desired Settlement: refund or product i paid for

4/7/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with this company on 8/14/2013, expecting that my order would be delivered in a timely matter. The company took the money from my account the day my order was placed. I have contacted the company numerous times regarding my order, I requested a refund, or my order. I ordered these shoes for work in health care, the companies only resolution is no refund, or to find something on the "ready to ship" portion of their website. Since I ordered these for work in surgery, I explained to them that hand painted converse tennis shoes were not something I could wear in the operating room and I was not interested in shoes that I could not wear to work, and had no use for. They still refuse to send my original order due to not having an artist to complete the order at this time, or to just refund the money they so easily took from my account 7 months ago. I have attached a copy of the invoice:Print Invoice Order#: ***** Order Placed: 08/14/2013 at 07:46PM PST Order Status: Processing Order Comments: Leave on front porch if not home. Ship To: **************** ************************************************************* Shipping Speed: FedEx Home Delivery Items Ordered: Price: Status: 1 of : Heart-Beat - Closed Back - 38 (US 7.5 - 8) $99.95 Processing Payment Information Bill To: ***************************************************** United States XXXXXXXXXX Payment: Credit Card: ************************************** Exp: ******** Order Summary:Product Subtotal: $99.95 Tax: $0.00 Shipping/Handling: $13.66 Grand Total: $113.61 NOTE: This order has already shipped or has reached the final stages of processing. Therefore this order is no longer editable. Product_Or_Service: Heart Beat-Closed Back 38(7.5-8) Order_Number: *****

Desired Settlement: DesiredSettlementID: Refund At this point I would just like a refund for the purchase I attempted to make, due to the fact I have yet to receive my order 7 months later. This message has been displayed on my order confirmation for at least 6 months: "NOTE: This order has already shipped or has reached the final stages of processing. Therefore this order is no longer editable". Yet I have not received a shipping confirmation, the company stated on several occasions the order has not shipped.

4/4/2014 Delivery Issues
4/4/2014 Delivery Issues
4/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of shoes 5/27/13. At that time the website said the shoes would be shipped in 10-13 weeks. In August I contact the company via email because I had not received the shoes. I was told by the company they had many more orders than expected in May, but that my order should be shipped the first week in September. September 20 I emailed the company again when I still had not received my shoes. The company replied: Hi ******, We do apologize for the delay on your order. I did contact the artist and let her know you are inquiring and to please expedite your order above all others she is working on. We estimate your order to ship on or before 10-1-13. We will email you tracking information as soon as it becomes available. If you'd rather not wait any longer we can change your order to a Ready To Ship or a Just Sanita product, both of which categories of shoes ship right away. Just let us know otherwise we will process your order as noted above. We do appreciate your patience. Thank you, ******* I still did not receive them in October and again contacted the company, this time via chat. The representative again said they were behind with the orders. She could not give an exact time when my shoes would be shipped, but said I should have them by the first week in November. The representative offered a free T-shirt as compensation for my patience. It is now 26 weeks since I placed my order, double the time frame I agreed to at the time of my purchase, and I still do not have my shoes.

Desired Settlement: I feel I held up my end of the purchase agreement and have been very patient. The company has failed to uphold the purchase agreement by not delivering the product. At this point I have doubts I will ever see the shoes. I really would like to receive the shoes I ordered. As I have told every representative I have spoken with, these were a gift from my mother who passed away at the end of the summer. However, it has been 6 months since I placed my order with no product received. Every contact with the company has given me a different timeline for receiving the product, none of which are in line with the original purchase agreement. If I cannot receive the product NOW then I would like a refund due to the companies violation of the purchase agreement.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. We are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Consumer Response /* (3000, 12, 2014/03/17) */ I still have not received the product I ordered last May. I have continued to contact the company, but they are no longer responding.

4/1/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I paid 200 dollars for two pairs of shoes via the internet from Swanx. I have yet to receive them. I cannot call them as their phone number has been disconnected. You cannot email them either. This is fraud. I want my money back!!

Desired Settlement: My 200 dollars back would be great. No services were rendered. I work in healthcare and if I bill a patient those services better be rendered or I am going to jail for insurance fraud. The same stipulations should apply for businesses.

3/31/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for shoes on August 13, 2013. The confirmation stated it would be 8 weeks for delivery. The company immediately charged my credit card. I contacted the company in November and they replied that the artists were behind. They offered me a different pair of shoes, but I told them I would wait for the pair I ordered. I have not heard any more from this company since then, so I attempted to contact them via email and phone number provided in a previous email. They have not responded to my email, and the phone number is connected to a topless escort service. I would like a refund or my shoes immediately.

Desired Settlement: I would like my shoes immediately or an immediate refund.

3/31/2014 Delivery Issues
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3/28/2014 Delivery Issues
3/24/2014 Delivery Issues
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3/24/2014 Delivery Issues
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3/24/2014 Delivery Issues
3/24/2014 Problems with Product/Service
3/24/2014 Delivery Issues
3/24/2014 Delivery Issues
3/24/2014 Delivery Issues
3/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of shoes for my wife on 8-28-13. The amount of $123.61 was debited to my account on 8-29-13. The website stated to allow 6-8 weeks delivery, it has been 6 months. I have tried to contact The Swanx to inquire about my purchase, but I have received no reply. In my request the option was given for the shoes or my money refunded. I have yet to get a reply. I have been more than patient. I feel as if I have been defrauded. Thank you.

Desired Settlement: I would like my money refunded. I no longer wish to do business with this company.

3/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Placed and order (order #XXXXX) on 8/16/13. Web site states it may take 8 weeks. Contacted them 11/17/13 and 12/18/13. They state they are still planning on fulfilling my order but don't know when and that the can't issue a refund because they are "a small, family owned business."

Desired Settlement: I prefer a refund for the full amount of $113.61

3/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered two pair of shoes online on July 30th 2013 and was charged $199.90 for the shoes and $18.37 for the shipping for a total of $218.27. Since then I have emailed The Swanx numerous times to request the status and have to date, not received a refund or the shoes. Here is the last email I received from them on 12/10/13: On Tuesday, December 10, 2013 11:25 PM, "*****@theswanx.com" <*****@theswanx.com> wrote: Hi We are very sorry it has taken some time to respond to you. We do realize you may be unhappy with your experience with our company thus far and rightfully so. However, we are fully committed to fulfilling your order(s). We are not able to issue refunds at this time because, like many other small, family owned businesses in today's economy, we too are going through some rough times right now. We are doing everything we can to get all orders and order change requests taken care of on an individual basis as soon as we possibly can. If you would like to choose a product in place of the product on your order at no extra charge please visit the Ready To Ship page of our website. Any of those products can be swapped and shipped to you right away. Otherwise, we are going to complete your original order(s), we just do not have an exact date of completion at this time. We ask for your continued patience while we sort things out and get each and every customer taken care of. We want you to know that are here and we are not ignoring you. Please know that we have every intention of making this right and we will keep all customers informed with any new information we have regarding individual orders and requests. Thank you, The Swanx, LLC The website currently has a small stock of shoes, none of which are in my size and none of which I would like.

Desired Settlement: I would like a full refund of: $218.27.

3/17/2014 Delivery Issues
3/17/2014 Delivery Issues
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3/17/2014 Delivery Issues
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3/11/2014 Delivery Issues
3/11/2014 Delivery Issues
3/11/2014 Delivery Issues
3/11/2014 Delivery Issues
3/11/2014 Problems with Product/Service
3/11/2014 Problems with Product/Service
3/11/2014 Delivery Issues
3/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of shoes on November 1st 2013. The estimated shipping time frame was 8-10 weeks. After about 11 weeks, I began emailing regarding estimated ship date. After 3 emails I received a vague email stating they could not give me an estimated ship date. They also stated they could not provide a refund due to being a "small company experiencing hard times." I sent another email requesting more specific information. The response was that they had already given me any information that they could. The money was taken out of my account November 4th 2013, yet I have no shoes - nor an update about the shoes.

Desired Settlement: Shoes or a full refund for the product that I have not received and shipping that has never occurred.

3/5/2014 Delivery Issues
3/4/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of custom painted clogs in August 2013. I was told this order would take 8-12 to complete. My credit card was charged at that time. I still have not received my order. I have emailed The Swanx a few times and received generic responses. I tried calling, however (ironically), their phone number has been disconnected. They are unwilling to offer a refund. They continue to tell me to be patient and my order is pending. There is no way of knowing when my order will be complete.

Desired Settlement: I would like my order within a timely manner or a refund (in full).

3/4/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered Swanx Shoes Tropical Infusion for the amount of $113.61 including shipping and handling on August 16, 2013. I have yet to receive the shoes. I have receive several responses to email saying that they are working on my order, or that I can select another pair of shoes from the 'Ready to Ship' page, which I did change my order to Prof. Cabrio, Black, Size 43 and never received that pair either. I was told I would receive a T-Shirt for my troubles also, which has not happened either. This is truly absurd!!!

Desired Settlement: I would like a full refund of $113.61. It seems after 6 months, I am not going to get the shoes. They also stated they cannot give refunds, however, you cannot keep a cusotmer's money and not deliver the goods!!!!

2/25/2014 Delivery Issues
2/25/2014 Problems with Product/Service
2/25/2014 Delivery Issues
2/24/2014 Delivery Issues
2/24/2014 Delivery Issues
2/24/2014 Delivery Issues
2/24/2014 Delivery Issues
2/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered custom painted shoes from The Swanx almost 3 months ago. I was told I would be sent a picture of what they would look like and I never did. I have sent over 5 emails inquiring about my purchase (which was almost 200 dollars), and all of my emails have gone unanswered.

Desired Settlement: I want all of my money back.

2/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: THE ABSOLUTE WORST!!!!!!!! Original order in April 2013, after nearly 10 weeks - no shoes!Changed order (because they refused to issue refund) in June 2013.After numerous failed attempts to contact & unanswered emails, in November 2013, requested my order be changed to "Ready To Ship" selection in hopes of getting my shoes more quickly. Guess what.....Now, almost February 2014 & STILL NO SHOES!!!! Product_Or_Service: painted clogs Order_Number: ****

Desired Settlement: DesiredSettlementID: Refund REFUND OF $213.90, which is no more/no less than they have stolen from me. I just want my money back!

2/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered shoes from The Swanx in May of 2013. I have not received them yet. I was offered the option of choosing a ready-to-ship pair of shoes to be received tight away, or my original pair, which would be shipped by 11/23/13. I chose to receive the original pair or have my money refunded, since I had already waited six months. I never received them or the money, so I asked to receive a ready-to-ship pair. That was on November 16th. I have sent 3 follow up emails since then. None have been replied to.

Desired Settlement: I would like to receive either the shoes that I originally ordered, the replacement pair that I ordered, or a 100% refund of the $112.66 that I was charged.

2/21/2014 Delivery Issues
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2/18/2014 Delivery Issues
2/18/2014 Delivery Issues
2/18/2014 Delivery Issues
2/18/2014 Delivery Issues
2/18/2014 Delivery Issues
2/18/2014 Delivery Issues
2/18/2014 Delivery Issues
2/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of custom painted shoes from The Swanx on August 11, 2013 and was told that it would take 8-10 weeks for the shoes to come. It is now 5.5 months later and over a dozen emails to the company. They will not refund my money, they are slow at responding, they will not tell me when my shoes will come. The only thing that they say is that I can choose shoes from their Ready to Ship section or wait for mine. I have requested the company to give me a plan of action, time line or just send me one of their unpainted sets of shoes and none of this has taken place. It takes a week for them to get back to me and every time the answers are vague. They are tying up $100 of my money and I would like this dealt with.

Desired Settlement: I would like them to refund my money or send me a pair of shoes immediately. I don't want anything from their Ready to Ship. I tried to get some from there once but they are so slow at replying that the shoes sold before I could get them. I requested a substitute set of shoes and they still won't do those. They have also told me that there is no way of refunding my money which is ********!

Business Response: Initial Business Response /* (1000, 5, 2014/02/03) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Final Consumer Response /* (3000, 7, 2014/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) While what the Swanx is saying is correct, their response has been slow to every e-mail with most having to be sent twice as a means of reminder. Also, the company has made no effort to attend to me on their own volition. I have had to contact the company every time. At one time, I had found a shoe in the Ready to Ship section but due to the delayed response of the company, the shoes were sold before I could get them. I am all for supporting the small companies and those that are family owned when they are ran properly and responsibly. I have also offered to simply have the company send me one of their unpainted pairs as to quicken the process and be out of each other's hair but the Swanx has not even acknowledged or shot down the possibility of this idea. Yes, the company has offered to send me a pair of shoes from their Ready to Ship section. However, this section only has five pairs of shoes in it (I chose my design from hundreds), four of these pairs of shoes are not the style of shoe that I am wanting and the fifth pair is not the color. How is this offering an acceptable substitution? As of last week, there were a number of acceptable pairs of shoes in the company's "Just Sanita" page that I would have gladly taken in substitution and not only did the company skirt this hypothesis but the page is not unavailable to even look at. Until the company takes the appropriate measures to give me a timeline and plan, I feel that I am being scammed of the money that they have already taken from me. To make this situation correct, I want a gameplan which is what I have been asking for the last couple e-mails and whether even providing my chosen shoes is still an option. CLEAR COMMUNICATION is key here! Give me answers, not the **** you have already said before! At least I am throwing ideas out because I just want my money and to be done with this!

2/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: ordered expensive shoes 7 months ago and still have not received..they no longer answer my emails

Desired Settlement: full refund

Business Response: Initial Business Response /* (1000, 5, 2014/02/03) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Final Consumer Response /* (3000, 7, 2014/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been constantly asking where on the list I appear..it has been 7 months..The artists they use work for them. I see no reason why they cannot find out how many orders need filled before mine. I keep getiing the same response that they have no new information..It is up to them to get it! I also googled complaints including your site to see that many other customers never got their shoes. I just really do not believe I ever will. No product even custom made should take 7 months! The shoes I ordered were special for my career. I am not interested in any of their ready to ship and I do not understand why they should not be able to give me a refund!

2/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered and paid in full for shoes on 7/28/13. I still do not have shoes from this company. I have 15 emails I have sent them requesting a refund or a pair of shoes that fit. I just get the run around with excuses that they are backed up, busy, on vacation, etc. They have a no refund policy and stick to that for sure. I want a pair of shoes that fit. They sent me a replacement pair after 12 weeks that were 3 sizes too small. I returned them according to their policy. Now 14 weeks later I still have no shoes that fit and the ones that I ordered are just a dream at this point.

Desired Settlement: I would like a complete refund of $113.12 that I paid on 7/28/13 to them.

2/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered from Swanx LLC in july 2013 on a sale item of 99.00 plus tax. In nov.2013 called said order would be here before 12-24-13. So still no shoes. Called today and said number temporarily disconected. And there is no other numbers to try and call. I would just like to get a full refund on shoes. The order status has taking to long.

Desired Settlement: A full refund of order.

2/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 3 pair of shoes from SWANX on 8/5/2013 via online. My credit card was immediately charged( I noticed that when the statement arrived). I was aware that it would be 8 weeks before delivery. After 12 weeks I contacted them by email and was reassured that they were working on it. I have had numerous email contacts always stating that they were working on the order. I really feel that they are doing nothing to get my order to me. In fact , at this point I don't even want the shoes anymore. I just want my money back.

Desired Settlement: I would like my money returned including taxes and shipping. The bill is $315.73.

2/14/2014 Delivery Issues
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2/13/2014 Delivery Issues
2/11/2014 Delivery Issues
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2/10/2014 Delivery Issues
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2/10/2014 Delivery Issues
2/10/2014 Delivery Issues
2/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered hand painted shoes for my wife on June 16 2013 with a promise of 8-10 weeks every month when emailed same email received,see below. Hi We are very sorry it has taken some time to respond to you. We do realize you may be unhappy with your experience with our company thus far and rightfully so. However, we are fully committed to fulfilling your order(s). We are not able to issue refunds at this time because, like many other small, family owned businesses in today's economy, we too are going through some rough times right now. We are doing everything we can to get all orders and order change requests taken care of on an individual basis as soon as we possibly can. We are going to complete your order(s), we just do not have an exact date of completion at this time. We ask for your continued patience while we sort things out and get each and every customer taken care of. We want you to know that are here and we are not ignoring you. Please know that we have every intention of making this right and we will keep all customers informed with any new information we have regarding individual orders and requests. Thank you, The Swanx, LLC

Desired Settlement: either the shoes or a refund which they received upon purchase for 140$

2/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered my shoes on August 18th and have yet to receive them. I've emailed them twice with a reply of "we're busy" etc This is unacceptable as I was quoted 8-10 weeks. It's now been 5 months.

Desired Settlement: Full refund or immediate delivery of these shoes

2/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on 7-26-2013 for a custom pair of shoes which stated 8-10 weeks for delivery. I have not received my product. I have contacted the company on 3 different occasions and was told they were working on it and they have been backed up with orders. I also requested a refund and the company stated due to their small size they do not give refunds. It has been almost 6 months since this order was placed.

Desired Settlement: Either a full refund or my product immediately. I think I have been patient and waited long enough.

2/7/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/18/13 I placed an online order with this company for TWO pairs of nursing shoes. At the time of ordering, delivery wait time recommendations were at 8 weeks. A family member had purchased my first pair of shoes from this company several years ago & warned me about the ridiculous delay in product delivery. However, I believe in second chances and love my shoes so much, I decided to order some new ones. After patiently waiting without a word for 12 weeks (well past the waiting delivery period) I emailed the company inquiring about my purchase: "I am inquiring about the order listed below. I placed my order on 8/18/13 and have been patiently waiting for my new shoes. I am aware that these creations take time due to the quality of the product this not being my first pair. That being said 12 weeks is above and beyond the "8 weeks" recommended production time. I would like to receive them before your Christmas rush begins....can I at least get an update as to where in the process we are at? I received this response from Swanx: "We are very sorry it has taken some time to respond to you. We do realize you may be unhappy with your experience with our company thus far and rightfully so. However, we are fully committed to fulfilling your order(s). We are not able to issue refunds at this time because, like many other small, family owned businesses in today's economy, we too are going through some rough times right now. We are doing everything we can to get all orders and order change requests taken care of on an individual basis as soon as we possibly can. We are going to complete your order(s), we just do not have an exact date of completion at this time. We ask for your continued patience while we sort things out and get each and every customer taken care of. We want you to know that are here and we are not ignoring you. Please know that we have every intention of making this right and we will keep all customers informed with any new information we have regarding individual orders and requests." LOOK FAMILIAR?!? To which I responded that I found their email to be patronizing and without resolution. It is unacceptable to expect a consumer to be satisfied with no date of delivery and a refusal of refund. Viewing other complaints on here, I see this generic piece of trash has been sent attempting to placate other consumers & it makes me furious. It has now been nearly FIVE MONTHS and still no resolution. Im hoping that this complaint will open up a way for resolution &/or refund!!!!

Desired Settlement: I want my products or my money back!!!!!

2/7/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered hand painted clogs July, 28, 2013. Attempted multiple times to reach company. I never received the shoes but the money was taken from my account

Desired Settlement: I would like a refund on the amt paid.

2/7/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Purchase was made 6/19/2013. Website indicates that delivery of custom item is between 8-10 weeks. Contacted the company many times. They have stated that they are behind and need time. It has been almost 7 months since I purchased item. Some responses to email were harsh others stated that they will give me and update. Contacted today stating that there is no update to give. The company continues to sell but does not state that they are back logged with orders

Desired Settlement: Require a full refund or product I paid for promptly

2/7/2014 Delivery Issues
2/7/2014 Delivery Issues
2/7/2014 Delivery Issues
2/7/2014 Delivery Issues
2/7/2014 Delivery Issues
2/3/2014 Delivery Issues
2/3/2014 Problems with Product/Service
1/30/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of clogs in june of 2013 and never recieved them! I've had contact with the shop neumorous times and they keep saying they are behind but cant give me a date of when I will get the product and tefuse to give me a refund.

Desired Settlement: A full refund or my product as promised

Business Response: Initial Business Response /* (1000, 5, 2014/01/08) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Final Consumer Response /* (3000, 7, 2014/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has been EIGHT months!!! I looked at the website and they are still taking custom orders this is unacceptable I need the shoes I ordered or a refund- I do not want any other products from them I'm being scamed!!

1/29/2014 Problems with Product/Service
1/27/2014 Delivery Issues
1/27/2014 Delivery Issues
1/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ORDERED/PURCHASE SHOES WITH THE SWANX.COM ON JULY 19.2013...STILL HAVE NOT RECEIVED ITEM. MY CREDIT CARD WAS CHARGE AND COMPANY WILL NOT CANCEL/NOR CREDIT. EVERYTIME I INQUIRE ON ORDER, I RECEIVE THE SAME EMAIL, STATING THEY ARE A SMALL COMPANY AND WITH TODAYS ECONOMY THEY ARE EXPERIENCING PROBLEMS AND THEY ARE NOT IGNORING ME,ETC.... Product_Or_Service: SKELETON FEET CLOSED BACK SHOES Order_Number: XXXXX

Desired Settlement: DesiredSettlementID: Refund CREDIT CREDIT CARD AND CANCEL ORDER

Business Response: Initial Business Response /* (1000, 5, 2014/01/08) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Final Consumer Response /* (3000, 7, 2014/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1)Company continues to take new orders! (website advertised seasonal products-(Christmas),how did they complete-FILL those orders?) 2)Company only responds after I email,with the same formed email... 3)Company cannot give me a date when item will be completed/shipped. My order was placed in JULY 2013 4)Don't want another item, the item I choose was related to my job, not another item to fit my occupation! 5)At the time of placing ordering, I should have been informed of delay!!! 6) I DON'T want to deal with this company(read reviews) I WANT A REFUND!!!

1/27/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchase shoes on July 23,2013 I wrote a check for $117.34. They told me to allow 6-8 weeks before the shoes where done and sent to me. Here it is December 27,2013 I still haven't received the shoes. I called them and the phone number is no longer in service. I emailed them and told them I want to cancel my order and want a refund for the full amount. They told me that I wasn't going to get refunded my money that they make good on their promises. I don't care about their promises because it has been well over 6-8 weeks. I have a feeling I just lost my $117.34! Product_Or_Service: clogs - shoes Order_Number: XXXXX Account_Number: customer ID #XXXXXX

Desired Settlement: DesiredSettlementID: Refund I paid them by check and would like to receive a check for the full amount of $117.34

Business Response: Initial Business Response /* (1000, 5, 2014/01/08) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Final Consumer Response /* (3000, 7, 2014/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received an email stating that they would not refund my money that they would still do my shoes and sent to me. After that I haven't heard anymore from them. I wrote them stating I want a full refund because they didn't fulfill their agreement which is I would have the shoes 6-8 weeks after my check was cleared. I was emailed Nov. 10,2013

1/24/2014 Delivery Issues
1/24/2014 Problems with Product/Service
1/23/2014 Delivery Issues
1/21/2014 Delivery Issues
1/21/2014 Delivery Issues
1/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: To Whom it May Concern, I ordered a pair of shoes from The Swanx LLC on June 02, 2013 and have NOT received my order. I have recently sent an email to the company indicating my concerns and have yet to receive a response. I have attempted to call The Swanx company, numerous times and receive a message stating "this number is temporarily disconected." My order status continues to indicate "processing." My last contact with The Swanx LLC is the charge to my credit card on June 3, 2013. I have been more than patient and waited above and beyond the 8-10 (plus) week time frame for The Swanx LLC to complete my order. It is unreasonable that Swanx has not provided me any further updates regarding my order. Thank you for your time.

Desired Settlement: I am requesting: 1. A refund or 2. shipment of my order

Business Response: Initial Business Response /* (1000, 5, 2014/01/03) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Final Consumer Response /* (2000, 7, 2014/01/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I disagree, your company has not been in constant contact with this customer. After 6 months, you only made contact after the involvement of the BBB. I understand I have the option of selecting an item already in stock however, I will wait for my original order. As you stated, you are fully committed to fulfilling my order. I appreciate the update and will continue to wait. Thank you!

1/16/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I made an online purchase of two pairs of custom-painted shoes (~$214) from a business in your local area - The Swanx, LLC - on June 5, 2013. At the time of my purchase, I was told to expect shipment in 8-10 weeks, which seemed reasonable for a custom order. After 8 weeks passed, I emailed the company to inquire as to the status of my order, and was told "Hi ******, Most handpainted orders do take about 8-10 weeks to process before shipping, as noted on the check out page and your order confirmation email. We do have your orders and the artist is working as quickly as possible without compromising the integrity of the artwork and design to get your order completed. Order times can vary, depending on how many shoes any artist may have in any given week. All orders are painted by date received to ensure customers will receive their purchase in as timely a manner as possible. With the amount of May orders they have, they are just behind and working on finishing those as fast as possible to get onto the June orders. Once the artist is done painting your shoes we will prepare your order for shipment and email you a shipment notice and tracking number so you will know when to expect your package. We do appreciate your business. Thank you for contacting The Swanx! Let us know if you have any other questions or need further assistance." After being reassured by this email, I waited another 10.5 weeks, expecting my shoes to arrive at any time, before sending the company a second email. This time, I received the following response, "Hi ******, We are writing to apologize for the long delay on your hand-painted shoe order(s) from our company. The artists have very heavy workloads and are not able to keep up with the demand. Because of this, we are trying to eliminate some of the hand-painted back orders the artists have by offering you some alternative options so you do not have to wait any longer. We have the entire Sanita line of footwear on our website, over 100 different pairs to choose from (click here to view). We are offering you the option of choosing any one pair of the Sanita shoes or clogs in place of your hand-painted order. It will ship right away and you will receive it in less than a week. The second option is to choose a pair of shoes that are already painted and ready to ship from our Ready To Ship selection. New designs are being added to this page all the time. All pairs on this page will also ship right away and you will receive them in less than a week. For all customers that wish to change their order to a Sanita shoe or a Ready To Ship shoe we will be including a free, a brand new, high-definition printed t-shirt (click here to view the shirt selection). The shirts and the artwork are super soft to the touch and are certain to be one of your new favorites! All of the shirts are designed by our graphic artists and new designs are added weekly. In addition we will be giving out a $10 certificate to use on a future purchase of any products on our website, good for 12 months. Please let us know if you would like to continue to wait for the original order or if you would like to choose one of the options we have offered above. Again, our sincerest apologies. Thank you!" At this point, I responded, "Hello again. I'm not interested in any substitutions. I already own 15+ pairs of 'regular' Sanitas, and quite frankly, had I wanted more solid colors or 'regular' patterns, your company would not have been my first choice for that purchase. I chose to shop with your company specifically to purchase the two pairs of custom-painted Sanitas as a treat for myself (an Earth scientist) on my birthday (June 5), and that's what I want. From this customer's perspective, it seems that The Swanx should have considered their artists' workloads before accepting so many orders and overloading them. Doing so and causing potential repeat customers (such as myself) to go through this extended wait period (and forcing me to contact you to find out the situation rather than vice versa) is not good business. I assume, as you have now had more than four months to get to the June orders that your artists must finally be catching up, so I guess another couple of weeks or so won't make much difference at this point, and I will continue to wait for my original order to arrive. In the meantime, if you can email me with an updated shipping estimation, then I would appreciate it. Thank you." It took nearly a week for The Swanx to respond to my email; on October 28, I received the following email: "Hi ******, We will process your original order ASAP. I do not have a shipping date at this time but will have a better answer by the end of the week. Kind Regards, ******." Again, I was reassured and asked to wait on my order. On December 6, I emailed the company again requesting a status update on my order as six months had passed since the order was placed. I received the following response on December 7: "Hi We are very sorry it has taken some time to respond to you. We do realize you may be unhappy with your experience with our company thus far and rightfully so. However, we are fully committed to fulfilling your order(s). We are not able to issue refunds at this time because, like many other small, family owned businesses in today's economy, we too are going through some rough times right now. We are doing everything we can to get all orders and order change requests taken care of on an individual basis as soon as we possibly can. We are going to complete your order(s), we just do not have an exact date of completion at this time. We ask for your continued patience while we sort things out and get each and every customer taken care of. We want you to know that are here and we are not ignoring you. Please know that we have every intention of making this right and we will keep all customers informed with any new information we have regarding individual orders and requests. Thank you, The Swanx, LLC" Today, I tried calling the toll-free number listed in their emails (XXX-XXX-XXXX) and got a "This number has been temporarily disabled" response. I went to their website to see if it had changed and/or to find a secondary phone number, and there wasn't one. The only contact information provided was "To contact us simply write: The Swanx, LLC, XXXXX ******** ** #XXX-XX, Puyallup, WA 98375 Or send an email to: *****@TheSwanx.com" After doing further research online, I found a Facebook page of tens, if not hundreds, of similar stories. I believe that this company needs to be investigated for consumer fraud. I kept copies of all email communication between me and The Swanx, and I would be happy to forward those to someone. I am in the process of filing a complaint with the the local district attorney, the Washington state Attorney General, and my credit card company. Thank you for your attention to this matter.

Desired Settlement: A full refund of all money paid, including shipping charges, as shoes were never shipped: $213.48

Business Response: Initial Business Response /* (1000, 5, 2013/12/20) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC

1/16/2014 Delivery Issues
1/14/2014 Delivery Issues
1/13/2014 Delivery Issues
1/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with The Swanx for a pair of hand painted Sanita clogs on May 27, 2013. They were on sale for $109.95. The website states delivery in 8-10 weeks. I sent numerous e-mails and have been told several different ship dates. I was told they would not refund but I could substitue another product if I chose. They have nothing comparable at the price of $109.95. The last e-mail from them was in November, which simply stated they are working to resolve the issue, they cannot issue refund, will keep me informed, blah blah blah. Very frustrating.

Desired Settlement: I want a refund of $109.95 or the merchandise I ordered 7 months ago. I want it sooner rather than later.

Business Response: Initial Business Response /* (1000, 5, 2013/12/17) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Final Consumer Response /* (3000, 7, 2013/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't really accept the response from the company , but then again, I don't really have a choice since they refuse to refund my money. There is nothing on the "Ready to Ship" page that I wish to substitute, especially since I purchased the shoes on order at a sale price. I refuse to pay more for a substitute product I don't really want. I would disagree with their statement that they have been in "constant contact". ALL of the communication has been initiated by me. Swanx has missed 3 estimated ship dates. It took the six days to respond to an e-mail sent 11/20/13. I sent another e-mail on 12/11/13 and have yet to receive a response. Final Business Response /* (4000, 9, 2013/12/20) */ As previously stated: All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item (At no additional charge) and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed.

1/10/2014 Delivery Issues
1/10/2014 Delivery Issues
1/10/2014 Delivery Issues
1/10/2014 Delivery Issues
1/10/2014 Delivery Issues
1/9/2014 Delivery Issues
1/9/2014 Delivery Issues
1/9/2014 Delivery Issues
1/9/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Please see the emails below in regards to my contact with this company. I ordered a pair of custom shoes in August 2013. I originally asked them to cancel my order since I was no longer working with the hospital. They said that they couldn't cancel the order. I emailed them again on December 14, 2013 because I still had not received my product. According to their shipping policy the only time frame I read was that product should ship within two weeks. I am attaching our emails with their responses. Hi ******, We are very sorry it has taken some time to respond to you. We do realize you may be unhappy with your experience with our company thus far and rightfully so. However, we are fully committed to fulfilling your order(s). We are not able to issue refunds at this time because, like many other small, family owned businesses in today's economy, we too are going through some rough times right now. We are doing everything we can to get all orders and order change requests taken care of on an individual basis as soon as we possibly can. If you would like to choose a product in place of the product on your order at no extra charge please visit the Ready To Ship page of our website. Any of those products can be swapped and shipped to you right away. Otherwise, we are going to complete your original order(s), we just do not have an exact date of completion at this time. We ask for your continued patience while we sort things out and get each and every customer taken care of. We want you to know that are here and we are not ignoring you. Please know that we have every intention of making this right and we will keep all customers informed with any new information we have regarding individual orders and requests. Thank you, The Swanx, LLC -----Original Message----- From: "******" <**************@gmail.com> Sent: Saturday, December 14, XXXX X:XXpm To: "*****@theswanx.com" <*****@theswanx.com> Subject: Re: Shoe order It's been almost 5 months since I placed my order. You will refund my money in full, or I will report you to the BBB. I gave you $118 and have gotten nothing in return. This is not my idea of good business. Feel free to give me a call if there is a problem with processing my refund. (XXX)XXX-XXXX ****** ***** Sent from my iPad On Dec 14, 2013, at 6:48 PM, *****@theswanx.com wrote: Hi We are very sorry it has taken some time to respond to you. We do realize you may be unhappy with your experience with our company thus far and rightfully so. However, we are fully committed to fulfilling your order(s). We are not able to issue refunds at this time because, like many other small, family owned businesses in today's economy, we too are going through some rough times right now. We are doing everything we can to get all orders and order change requests taken care of on an individual basis as soon as we possibly can. If you would like to choose a product in place of the product on your order at no extra charge please visit the Ready To Ship page of our website. Any of those products can be swapped and shipped to you right away. Otherwise, we are going to complete your original order(s), we just do not have an exact date of completion at this time. We ask for your continued patience while we sort things out and get each and every customer taken care of. We want you to know that are here and we are not ignoring you. Please know that we have every intention of making this right and we will keep all customers informed with any new information we have regarding individual orders and requests. Thank you, The Swanx, LLC -----Original Message----- From: "******" <**************@gmail.com> Sent: Saturday, December 14, XXXX X:XXpm To: "*****@theswanx.com" <*****@theswanx.com> Subject: Re: Shoe order Please see emails below. I ordered these shoes back in Aug. My account has already been charged and I have not received the shoes. I would like a full refund. I am completely dissatisfied with this whole process. The shoes we ordered in Aug, I tried to cancel the order and was told back in Sept that I couldn't , and now it is Dec and I have no shoes and my account has been charged $118.00 that was taken out in August. Very unhappy customer ****** Sent from my iPad On Sep 24, 2013, at 9:37 PM, *****@theswanx.com wrote: Hi ******, Unfortunately orders cannot be cancelled after 5 days since the size and style are ordered just for you. We would certainly offer to exchange them for another design, or a store credit or a gift certificate for you. Both the credit and GC are good for one year. Just let us know. Thank you for contacting The Swanx! Let us know if you have any other questions or need further assistance. Kind Regards, "Have Fun On Your Feet" ************ Follow us on Facebook: https://www.facebook.com/theswanx#!/theswanx Follow our blog: http://theswanxhandpaintedclogs.wordpress.com/ Follow us on Twitter: https://twitter.com/#!/SwanxFootwear -----Original Message----- From: **************@gmail.com Sent: Tuesday, September 24, XXXX XX:XXam To: *****@theswanx.com Subject: Shoe order I ordered the Special Delivery back on 8/3/2013. I was wondering if I could cancel the order. I had a change in jobs and am no longer working in a position the requires me to wear nursing shoes. My order number is XXXXX. I can also be reached at (XXX)XXX-XXXX. Sorry for any inconvience. ****** *****

Desired Settlement: I would like my $118.00 refunded. They retrieved my money within days of me placing my order. I feel that 5 months is more than enough time for my product to arrive. I want the order cancelled and my money refunded.

Business Response: Initial Business Response /* (1000, 5, 2013/12/18) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Final Consumer Response /* (4200, 11, 2014/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This process has been entirely frustrating. We are now in month number 6 and I still do not have an acceptable resolution. I was never given notice that my original order would take so long. It was no problem for them to take my money within days of my purchase. When I responded to them back in September about the possibility of canceling my order there was no mention of it taking this long to receive the requested product. I will not be recommending this company to anyone that I know. I feel that if I had never went this route with the BBB complaint, that I wouldn't never have gotten my product. I am also frustrated with the complaint process as well. I feel like I keep getting cookie cutter statements back in response to my non acceptance of the "resolution" If my money is not refunded I will be visiting a lawyer. Final Business Response /* (4000, 9, 2014/01/04) */ A response is a response. All responses are sent by real human beings. All of the information in our responses is real information with real meaning. The customer is fully aware of all options available. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC

1/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: placed an order on June 18 2013 and have not received my product. I have been following up but last response stated there was no anticipated date for the delivery of my product.

Desired Settlement: I would like to receive the product I ordered and paid for which is a pair of shoes.

Business Response: Initial Business Response /* (1000, 5, 2013/12/18) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Final Consumer Response /* (4200, 11, 2014/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still do not have my order Final Business Response /* (4000, 9, 2014/01/03) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC

1/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a pair of handmade shoes in June 2012, website states 8-10 weeks for delivery. Still have not received these shoes, have had several email correspondences, and still have not received these shoes. It has been 7 months.

Desired Settlement: I would like to have my shoes that I ordered over 7 months ago.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Final Consumer Response /* (4200, 12, 2013/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not except this explanation. I went and looked back at the "ready to ship" shoes and they are sneakers or shoes not in my size therefore not work shoes or what I am looking for. They say they are not taking new orders however I was able to place a pair of shoes in my cart and go to the check out???? That to me indicates the swanx is indeed taking new orders. With that being said, the only solution I see fit after waiting SEVEN + months for a pair of shoes is my refund or my shoes BEFORE January 1st! Final Business Response /* (4000, 14, 2013/12/17) */ As previously stated: All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not in a position to issue refunds at this time.

1/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of hand painted shoes on July 20th 2013 and have not received them. I have contacted the company on many occasions and they have still not sent me anything. I was offered to select a different pair of shoes and I have done so, but now they are not responding to my emails at all. The live chat has been taken off the website and there is no phone number available either.

Desired Settlement: I would have liked a refund, but they say they "can't give refunds" If that is not possible, I would accept one pair of the plain professional shoes in red or white size 40 as I have stated in my last few emails to the company. Any help you give me will be greatly appreciated.

Business Response: Initial Business Response /* (1000, 5, 2013/12/06) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Final Consumer Response /* (4200, 11, 2013/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did respond to their first response to you the BBB regarding this claim saying No I do not accept their first reply as I no longer want to wait for my original order. This is my second response to this claim that they are honoring my request. According to their website a plain shoe can ship in 24 hours. I have not received any shipping notice. I do not want to accept their response as I have seen numerous complainants who have accepted their response to you the BBB and were still waiting for their order. I will not accept any resolution other than a shipping notice that a pair of shoes size 40 color red or white is on its way to me. Thank you BBB for all of your help. Final Business Response /* (4000, 14, 2013/12/12) */ The customer has been informed that her order has been changed to reflect the new request. Upon shipment of the product customer will receive an email update.

1/8/2014 Problems with Product/Service
1/8/2014 Delivery Issues
1/8/2014 Delivery Issues
1/8/2014 Delivery Issues
1/8/2014 Delivery Issues
1/8/2014 Delivery Issues
1/3/2014 Delivery Issues
1/3/2014 Delivery Issues
1/3/2014 Delivery Issues
1/3/2014 Delivery Issues
12/23/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Placed an order on June 21,2013 at 2:15 p.m. for a pair of Tooth Fairy Clogs order # **** Customer # **** for $116.45 on my Visa Debt card. As of today November 11, 2013 I have not received them and the company has stopped responding to me. I even tried calling them to find box filled.I have all email correspondences. Last week I went on computer to swanx site to find I am not the only person not receiving their shoes. They had no problem taking the money that day out of my account.

Desired Settlement: I would either like my shoes or the $116.45 placed back into my account without any stipulations.

Business Response: Initial Business Response /* (1000, 5, 2013/11/12) */ Hi We are very sorry it has taken some time to respond to you. We do realize you may be unhappy with your experience with our company thus far and rightfully so. However, we are fully committed to fulfilling your order(s). Like many other small, family owned businesses in today's economy, we too are going through some rough times right now. We are doing everything we can to get all orders and order change requests taken care of on an individual basis as soon as we possibly can. We are going to complete your order(s), we just do not have an exact date of completion at this time. We ask for your continued patience while we sort things out and get each and every customer taken care of. We want you to know that are here and we are not ignoring you. Please know that we have every intention of making this right and we will keep all customers informed with any new information we have regarding individual orders and requests. Thank you, The Swanx, LLC Final Consumer Response /* (4200, 15, 2013/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The shoes that were ordered during the sale was not a specific special painting. They had them advertised on their site. I would appeciate it if you can make them ship this order soon or I will have to get someone else involved. There is no possible way that they can not have them done by now. Final Business Response /* (4000, 13, 2013/12/06) */ All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can.

12/20/2013 Delivery Issues
12/18/2013 Delivery Issues
12/18/2013 Delivery Issues
12/18/2013 Problems with Product/Service
12/18/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased clogs back in September, it is now December and I have not heard anything about when the shoes may be shipped. It said 8-10 weeks, I've tried to contact them to see about where my shoes are and when they'll arrive. She said 2 weeks or less and that was on the 1st of December. If I could please get some sort of response about the shoes, it would be appreciated. I do not intend to wait past the beginning of the year for shoes I purchased 4 months ago. I understand needing time for artists, but these shoes are black.

Desired Settlement: I would like to have my shoes by December 23rd or a full refund of my money.

Business Response: Initial Business Response /* (1000, 6, 2013/12/18) */ *** ******* was notified the morning of the day this complaint was filed. Not too sure why she would file this complaint when her order did ship, she was notified multiple times via email with a tracking number. See email sent to her: RE: Order From: *****@theswanx.comAdd to Contacts Sent: Tue, Dec 17, 2013 at 10:11 am To: ****** ******* Mobile Logo.jpg (2.6 KB) Hi ******, It looks like ****** did ship your order. The tracking number is: XXXXXXXXXXXXXXX Thank you for contacting The Swanx! Let us know if you have any other questions or need further assistance. Kind Regards, -----Original Message----- From: "****** *******" <******@gladesmedia.com> Sent: Tuesday, December 17, XXXX X:XXam To: *****@theswanx.com Subject: Order Hello, Just checking on to see when my order will be shipped out. It's been over a month and I have not heard anything about my shoes. I need them as soon as possible. They do not need to be painted on, I just want the shoes. Please get back to me as soon as possible. Thank you. ****** ******* Final Consumer Response /* (2000, 8, 2013/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was not notified multiple times via email, I had only emailed them once to change the order from floral pattern to black, she said that was doable and she would notify me with the tracking information that was on November 22nd, I emailed her a second time when I asked her when it would be sent out, she replied with 2 weeks or less and that email wasn't received by me until December 1st. I sent the email asking when my shoes would be here yesterday, December 17th and she replied in a timely matter but that was the ONLY time the reply was in the same day or week for that matter. I am happy that my shoes finally did ship but it did take them a lot longer than I was expecting, plus the customer service is lacking, otherwise I wouldn't have complained about it. For the record, I filed the complaint before you emailed me back.

12/17/2013 Delivery Issues
12/17/2013 Delivery Issues
12/16/2013 Delivery Issues
12/13/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Orders **** & **** was ordered and paid for on 6/4/13 and still have no shoes from either order they were SUSPOSED to be ready to ship shoes in the beginning but then had to be painted? Was told recently that a refund was not an option at this point but they had all intentions of filling the order?? I feel that they've had my money for over 6 months , I've sent several e mails and left messages as well with NO call back ever and have even disconnected there 800 #,however have received some e mails with good intentions but NO results

Desired Settlement: Both orders delivered as ordered or a refund for both orders in full

Business Response: Initial Business Response /* (1000, 5, 2013/12/06) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Final Consumer Response /* (4200, 11, 2013/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) NO!!!! AS I SAID BEFORE I ORDERED READY TO SHIP SHOES IN THE BEGINNING AND PAID FOR BOTH PAIR AND NOW OVER 6 MONTHS LATER I HAVE NO SHOES FROM EITHER ORDER. HAVE LEFT MESSAGES AND E MAILS REQUESTING A PHONE CALL IN REPLACE OF E MAILS SEVERAL TIMES AND GET NOTHING THEN YOU DISCONNECT YOUR PHONE NUMBER??I LOOKED OVER YOUR SITE DIDN'T SEE ANYTHING I WAS INTERESTED IN,HOWEVER WAS ABLE TO PUT A PAIR IN MY CART AND YOU ARE SAYING YOUR NOT TAKING ANY ORDERS??,DID NOT PROCEED TO CHECK OUT THOUGH...EVEN IF I WAS INTERESTED IN CHOOSING SOMETHING DIFFERENT..I SEE NOTHING THE SAME PRICE AS BOTH MY ORDERS WERE ON SALE READY TO SHIP!!, SO I WILL NOT EXCEPT NOTHING OTHER THAN WHAT I ORDERED(9196+9198)OR A REFUND IN FULL FOR BOTH ORDERS!! THANK YOU, ***** ******* Final Business Response /* (4000, 9, 2013/12/10) */ All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed.

12/12/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Placed an order with the swanx on 6/28. On checkout the estimated time was 8 weeks. I understand that it may be a little over that with the influx of orders around that time. I have since tried ricin tact again to inquire about the order but they have stopped responding and the phone number has been removed from the site.

Desired Settlement: I would like a full refund or my product.

Business Response: Initial Business Response /* (1000, 5, 2013/12/01) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. We are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Final Consumer Response /* (4200, 11, 2013/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this resolution because the only 2 in the ready to ship section that are my size are ugly and are more expensive. I feel that just a little more specific communication would be great. More of a time frame. They take your payment at checkout however 6 months after their estimated 8 week delivery time they disconnect all phones and respond to emails with the generic response that everyone gets. And they continue to take new orders daily. I would like a refund. Final Business Response /* (4000, 9, 2013/12/10) */ All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed.

12/11/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair if hand painted clogs on July 24 2013 and have never received them. I have emailed several times and I get a form letter in reply from the company. They do not answer their phone and have now has the phone line disabled. I have waited longer than the 12 week window with mo response from the company.

Desired Settlement: I would like the shoes I ordered no substitutions or my return of payment in full.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ To Whom It May Concern: We have been in constant communication with all customers regarding their individual order statuses. We have responded to the customer's inquiries with appropriate updates. We are backed up with a lot of orders and have to complete them in the order received. We are fully committed to fulfilling this order as soon as we possibly can. We are filling all orders that we've received. We are not taking any new orders. We are not advertising any new products. We are not in a position to issue refunds, however, we are solely concentrating on filling all orders placed. We are actively completing and shipping orders as we can on a daily basis. We will keep the customer informed with any new information we have regarding this order. Thank you, The Swanx, LLC Final Consumer Response /* (4200, 15, 2013/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I told the company before if I wanted a stock shoe I would not have ordered a hand painted shoe. This company is not legit and I'm sick of hearing their excuses they sure didn't have any trouble taking my money. I will not let this go I'm sick of poor service and they will either give my money back or ship the shoes I paid for in July 2013. Final Business Response /* (4000, 13, 2013/12/06) */ All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can.

12/11/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered shoes may 29, 2013. It is now nov 11and still no shoes. With much email traffic reassuring me they will be here whenever they can. Website says 8 weeks. I was patient for more than that. I asked for a refund and they refused

Desired Settlement: A refund

Business Response: Initial Business Response /* (1000, 5, 2013/11/12) */ Hi We are very sorry it has taken some time to respond to you. We do realize you may be unhappy with your experience with our company thus far and rightfully so. However, we are fully committed to fulfilling your order(s). Like many other small, family owned businesses in today's economy, we too are going through some rough times right now. We are doing everything we can to get all orders and order change requests taken care of on an individual basis as soon as we possibly can. We are going to complete your order(s), we just do not have an exact date of completion at this time. We ask for your continued patience while we sort things out and get each and every customer taken care of. We want you to know that are here and we are not ignoring you. Please know that we have every intention of making this right and we will keep all customers informed with any new information we have regarding individual orders and requests. Thank you, The Swanx, LLC Final Consumer Response /* (4200, 15, 2013/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is nothing of interest in the ready to ship section that is remotely close to what i ordered. This is not an acceptable substitute. Most arent even the same type of shoe. They are converse. And there are few choices that would be acceptable for nursing. I still want to cancel Nowhere on he website does it say you stopped taking new orders. Final Business Response /* (4000, 13, 2013/12/06) */ All customers have been notified that they have the option of choosing an in stock product in place of their order from our website on the Ready To Ship page. If the customer chooses, we can change their order to an in stock item and ship it right away to complete their order. Otherwise, we are fully committed to fulfilling this order as soon as we possibly can.

12/11/2013 Delivery Issues
12/11/2013 Delivery Issues
12/11/2013 Delivery Issues
12/10/2013 Delivery Issues
12/10/2013 Delivery Issues
12/10/2013 Delivery Issues
12/10/2013 Delivery Issues
12/10/2013 Delivery Issues
12/10/2013 Delivery Issues
12/5/2013 Delivery Issues
12/5/2013 Delivery Issues
12/5/2013 Delivery Issues
12/5/2013 Delivery Issues
12/5/2013 Delivery Issues
12/4/2013 Advertising/Sales Issues
12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Placed order for 2 pairs of shoes on May 25, 2013 and order was to take 8-10 weeks for delivery. Contacted Swanx several times over a 5 month period before finally getting shoes Oct 30, 2013. Shoes do not fit and I have tried every day (except weekend) to call Swanx but only get recording that they are out of office, closed, or told to leave message but voice mail says mailbox full and will not accept message. I continue to call but never get a person; only recording. Also no response to emails sent.

Desired Settlement: I would like to be able to speak to someone at Swanx to see about returning shoes.

Business Response: Initial Business Response /* (1000, 5, 2013/11/17) */ Hi We are very sorry it has taken some time to respond to you. We do realize you may be unhappy with your experience with our company thus far and rightfully so. However, we are fully committed to fulfilling your order(s). Like many other small, family owned businesses in today's economy, we too are going through some rough times right now. We are doing everything we can to get all orders and order change requests taken care of on an individual basis as soon as we possibly can. We are going to complete your order(s), we just do not have an exact date of completion at this time. We ask for your continued patience while we sort things out and get each and every customer taken care of. We want you to know that are here and we are not ignoring you. Please know that we have every intention of making this right and we will keep all customers informed with any new information we have regarding individual orders and requests. Thank you, The Swanx, LLC

11/26/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried multiple times to contact this company on their website via email, phone number provided on website, live chat (which is ALWAYS not working), and have not received any response. I placed an order in September 2013, for two pairs of clogs at which time I read all shipping info which stated it could take up to 8 weeks to receive the products. I have constantly been checking the order status on their website which always says processing but they were very fast to take the $200+ out of my bank account. They are very horrible at ensuring their paying customers receive any sort of update on the status of their order but are sending emails to buy more od their products. After reading how horrible this company is makes me wish I never came across their website as well as have done "business" with them. which I can't truthfully say that because it feels like I have been robbed of more than $200. It is not right to debit the funds for the products before they have even been shipped out.

Desired Settlement: I no longer wish to receive the shoes and if do not get a response from them that they will provide a refund of the unshipped and unreceived products, I will file disputes with my bank. This is the way a company should NOT run a business.

Business Response: Initial Business Response /* (1000, 5, 2013/11/12) */ Hi We are very sorry it has taken some time to respond to you. We do realize you may be unhappy with your experience with our company thus far and rightfully so. However, we are fully committed to fulfilling your order(s). Like many other small, family owned businesses in today's economy, we too are going through some rough times right now. We are doing everything we can to get all orders and order change requests taken care of on an individual basis as soon as we possibly can. We are going to complete your order(s), we just do not have an exact date of completion at this time. We ask for your continued patience while we sort things out and get each and every customer taken care of. We want you to know that are here and we are not ignoring you. Please know that we have every intention of making this right and we will keep all customers informed with any new information we have regarding individual orders and requests. Thank you, The Swanx, LLC

11/26/2013 Delivery Issues
11/18/2013 Delivery Issues
11/15/2013 Delivery Issues
11/13/2013 Delivery Issues
10/30/2013 Problems with Product/Service
10/10/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on 8-23, order # XXXXX. I am still waiting for this order -- the wait is ridiculous for something that is supposedly in stock! Every time I check the status of my order it says that it's being processed. I have contacted them online 3 times and received no response! I was thinking of placing another order, but now I don't know!

Desired Settlement: I want my shoes!!

Business Response: Initial Business Response /* (1000, 5, 2013/09/26) */ *******! Are you serious?!? You were CLEARLY informed at check out that your order will take upwards of 10 weeks or more!!! Get a grip! I told the artist to rush your order since you are so angry and impatient. WHERE did you read that this product is "supposedly in stock"????? You are obviously confused and mistaken. You should try reading before you click the purchase button then you would be much more informed. We HAVE REPLIED to ALL of your inquiries *******. If you are going to be filing complaints this early on, at least be truthful and knowledgeable, both of which you are not in this situation. Again, your order is being rushed. We no longer wish to do business with you after this transaction is complete so please don't place any more orders.

10/9/2013 Delivery Issues
10/9/2013 Delivery Issues
10/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered these back in May of 2003. I am still waiting for the product 16 weeks later. They continue to send out emails showing new designs but can't keep up with their orders obviously. They will not refund and only issue store credit. I will not accept anything less than the finished product with a significant discount refunded to me or a full refund including shipping. Below is the customer receipt and emails to and from: CustomerID# XXXXX Thank you for your order. Your order number is ***** placed 05/20/2013 at 07:31PM. Bill To: **** ******* ***** *** ** WAUNAKEE, WI 53597 United States XXX-XXX-XXXX *********@tds.net Ship To: **** ******* *** * *** ** WAUNAKEE, WI 53597 United States XXX-XXX-XXXX Payment Info: Check by Mail Shipping Method: FedEx Home Delivery Order Details: Code Item Qty Price Grand Total pab011012-0010 Peek-A-Boo - Closed Back - 43 (US 12.5 - 13) 1 $124.95 $124.95 DSC-122 Friends & Family Code 1 -$10.00 -$10.00 Subtotal: $114.95 Tax: $0.00 Shipping Cost: $12.27 Grand Total: $127.22 By checking this box I certify that I have read: Y By checking this box I certify that I have read, understand, and agree to all terms of The Swanx Return Policy: Yes Note: Due to the large volume of orders placed please allow approximately 8 weeks to manufacture your hand-painted clogs before they ship. Some orders will ship sooner. The timeframe is only an estimate, not a guarantee of when your order will be ready to ship. All sales are final but can be returned for an exchange, store credit, or a gift certificate. We do try to expedite orders as quickly as possible without compromising the integrity of the clogs or the artwork. Once you receive your shipping notice email, you can check for updates with Fed Ex or USPS on the status of your package. If your tracking information has not updated, it will update when your package is picked up by the shipping carrier. Thank you! The entire Swanx team appreciates your business! Thank you for shopping at THE SWANX! Visit us again at http://www.TheSwanx.com/ Hi ****, Most orders do take about 8-10 weeks to process before shipping, as noted on the check out page and your order confirmation email. Your order is 6 1/2 weeks in. We do have your order and the artist is working as quickly as possible without compromising the integrity of the artwork and design to get your order completed. Order times can vary, depending on how many shoes any artist may have in any given week. All orders are painted by date received to ensure customers will receive their purchase in as timely a manner as possible. Once the artist is done painting your shoes we will prepare your order for shipment and email you a shipment notice and tracking number so you will know when to expect your package. We do appreciate your business. Thank you for contacting The Swanx! Let us know if you have any other questions or need further assistance. Hi ****, You did place the order on 5/20 but you sent us a check and it was received on 5/29 and the order processed on 6/3/13. We cannot start the 8-10 week processing time until the custom order is paid in full as stated on our site. While we do apologize in the delay, the artists are working on May orders now. They have just had an abundance of orders from april-may and they are painting them in order and getting them out as quickly as they can. We receive orders every Mon/Tue from the artist to ship for that week. The time frame is an estimate as we have no way of knowing how many orders that artist has in front of yours at the time your order is placed. Your order confirmation stated 8-10 weeks as an estimate. Since they are all individually hand painted and not manufactured, we get them out as quickly as we can in the order received. With the amount of orders from april-may, the artists are just behind. We again do apologize in the delay of your order. Thank you for contacting The Swanx! Let us know if you have any other questions or need further assistance. Kind Regards, "Have Fun On Your Feet" ************ Follow us on Facebook: https://www.facebook.com/theswanx#!/theswanx Follow our blog: http://theswanxhandpaintedclogs.wordpress.com/ Follow us on Twitter: https://twitter.com/#!/SwanxFootwear -----Original Message----- From: "**** *******" <*********@tds.net> Sent: Wednesday, July 31, 2013 7:09pm To: *****@theswanx.com Subject: where is my order? Here is the information from my receipt: Customer ID# XXXXX Thank you for your order. Your order number is ***** placed 05/20/2013 at 07:31PM. Monday July 29th was exactly 10 weeks and I have heard nothing. What's up? I paid $ 114.00 for the shoes. Soon after I ordered, I could have paid $15.00 less. I wasn't too happy then and I am even more unhappy now that it is taking SO LONG! I appreciate the fact that the artist needs time, but you are over the time line. * **** ** *******, RN *** ** *** *** Waunakee, WI 53597 XXX-XXX-XXXX XXX-XXX-XXXX *********@tds.net Hi ****, We do apologize in the delay of your order. The artists are working on finishing May orders now and will start June shortly. They have just had an abundance of orders from may and they are painting them in order and getting them out as quickly as they can. We receive orders every Mon/Tue from the artist to ship for that week. The time frame is an estimate as we have no way of knowing how many orders that artist has in front of yours at the time your order is placed. Your order confirmation stated 8-10 weeks as an estimate. Since they are all individually hand painted and not manufactured, we get them out as quickly as we can in the order received. With the amount of orders from may the artists are just behind. We do appreciate your patience. Thank you for contacting The Swanx! Let us know if you have any other questions or need further assistance. Kind Regards, "Have Fun On Your Feet" ************ Follow us on Facebook: https://www.facebook.com/theswanx#!/theswanx Follow our blog: http://theswanxhandpaintedclogs.wordpress.com/ Follow us on Twitter: https://twitter.com/#!/SwanxFootwear -----Original Message----- From: "**** *******" <*********@tds.net> Sent: Wednesday, August 21, XXXX X:XXpm To: *****@theswanx.com Subject: order 11 weeks. R my shoes ready? **** ** *******, RN *** ** *** *** Waunakee, WI 53597 XXX-XXX-XXXX XXX-XXX-XXXX *********@tds.net Hi ****, Unfortunately when you placed your order you agreed to a no refund policy. If you do not wish to wait for the original order we can offer you to exchange them for something from the ready to ship or the just sanita collection. Both ship in 2-3 business days. Or we can offer you a store credit or a gift certificate, both good for one year. So let us know which option you would like or again, to continue with the original order. Thank you for contacting The Swanx! Let us know if you have any other questions or need further assistance. Kind Regards, "Have Fun On Your Feet" ************ Follow us on Facebook: https://www.facebook.com/theswanx#!/theswanx Follow our blog: http://theswanxhandpaintedclogs.wordpress.com/ Follow us on Twitter: https://twitter.com/#!/SwanxFootwear -----Original Message----- From: "*************.net" <*********@tds.net> Sent: Thursday, August 22, XXXX X:XXpm To: *****@theswanx.com Subject: Re: order I want to cancel my order and get a refund. I can't wait any longer for neww duty shoes. There really is no excuse. Running a business like this is not in the customers favor. I will no longer recommend your business and will take you off my like on face book. **** Hi ****, Last time you contacted us, the artist were working on finishing May orders and starting june. Your artist is still working on finishing with the amount of May orders and finishing them up as fast as she can to get to her june ones. They can only paint about 20 - 25prs a week and when they have several hundred orders from may that is the delay in your order. We do get completed orders from them every monday to ship as stated before and as soon as yours are done we will get them shipped out as soon as possible with the delivery tracking number sent to you. The estimated time frame is 8-10 weeks and we are sorry yours has been longer. The lengthy wait was due to a recent back order status with our shoe supplier on certain sizes as well. She should be completing may orders very shortly and we will get yours out as soon as possible. If you do not wish to wait on the original order we can offer to exchange them to a ready to ship pair or something from our just sanita collection, both ship out in 2-3 business days. We can also offer you a store credit or a gift certificate instead as well, both are good for one year. We will continue with the original orders unless we hear you would like one of the above options instead. Again, we do apologize in the delay. Thank you for contacting The Swanx! Let us know if you have any other questions or need further assistance. Kind Regards, "Have Fun On Your Feet" ************ Follow us on Facebook: https://www.facebook.com/theswanx#!/theswanx Follow our blog: http://theswanxhandpaintedclogs.wordpress.com/ Follow us on Twitter: https://twitter.com/#!/SwanxFootwear -----Original Message----- From: "**** *******" <*********@tds.net> Sent: Wednesday, September 11, XXXX X:XXpm To: "The Swanx" <*****@TheSwanx.com> Subject: Re: New Designs Debut Still waiting for my shoes. At least 13 weeks! From: The Swanx Sent: Tuesday, September 10, 2013 8:00 AM To: **** Subject: New Designs Debut ****, We do apologize and your order is due to be in on tuesday from the artist to ship. We will send you the shipping email as soon as the label is pulled for shipping. Thank you for contacting The Swanx! Let us know if you have any other questions or need further assistance. Kind Regards, "Have Fun On Your Feet" ************ Follow us on Facebook: https://www.facebook.com/theswanx#!/theswanx Follow our blog: http://theswanxhandpaintedclogs.wordpress.com/ Follow us on Twitter: https://twitter.com/#!/SwanxFootwear -----Original Message----- From: "**** *******" <*********@tds.net> Sent: Wednesday, September 25, 2013 3:44pm To: *****@theswanx.com Subject: order. It has now been 16 weeks and still no clogs. This is certainly not the way to run a business! I will be reporting you to the better business bureau. I don't care how often you remind me that these are hand painted. It should not take this long! When I see that new designs are out I wonder WHO will be painting these!!!!!! You have stated that you will not refund me and I WILL NOT have you replace this order with any of your other products, I expect an expedited process of my order without a slap shot job or MY MONEY BACK! **** ** ******* **** ** *******, RN *** ** *** *** Waunakee, WI 53597 XXX-XXX-XXXX XXX-XXX-XXXX *********@tds.net

Desired Settlement: I will not accept anything less than the finished product with a significant discount refunded to me or a full refund including shippin

Business Response: Initial Business Response /* (1000, 5, 2013/09/26) */ ****, as you have already been informed your order is scheduled to ship on Tuesday the 1st: RE: order. From: *****@theswanx.comAdd to Contacts Sent: Wed, Sep 25, 2013 at 3:58 pm To: **** ******* ************** (3.8 KB) ****, We do apologize and your order is due to be in on tuesday from the artist to ship. We will send you the shipping email as soon as the label is pulled for shipping. Thank you for contacting The Swanx! Let us know if you have any other questions or need further assistance. Kind Regards, The Swanx "Have Fun On Your Feet" ************ Follow us on Facebook: https://www.facebook.com/theswanx#!/theswanx Follow our blog: http://theswanxhandpaintedclogs.wordpress.com/ Follow us on Twitter: https://twitter.com/#!/SwanxFootwear -----Original Message----- From: "**** *******" <*********@tds.net> Sent: Wednesday, September 25, XXXX X:XXpm To: *****@theswanx.com Subject: order. It has now been 16 weeks and still no clogs. This is certainly not the way to run a business! I will be reporting you to the better business bureau. I don't care how often you remind me that these are hand painted. It should not take this long! When I see that new designs are out I wonder WHO will be painting these!!!!!! You have stated that you will not refund me and I WILL NOT have you replace this order with any of your other products, I expect an expedited process of my order without a slap shot job or MY MONEY BACK! **** ** ******* **** ** *******, RN *** ** *** *** Waunakee, WI 53597 XXX-XXX-XXXX XXX-XXX-XXXX *********@tds.net Final Consumer Response /* (4200, 13, 2013/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe that I should at least have my shipping reimbursed in that it took extraordinarily long to get the product and they only expedited the order when I brought you into the picture. I can't refuse the delivery because I lose totally. They will only give me a credit or ship a different product. I don't care to ever do business with this company again. I have never had this much difficulty from a business transaction before.The amount of time it takes to get this product is well beyond normal. Final Business Response /* (4000, 9, 2013/10/01) */ As promised, your order did ship today. Your Fed Ex tracking number was emailed to you. Hope you enjoy!

10/3/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered shoes from Swanx on 6/20/2013 with an expectation of an 8-10 week delivery. It has been well over that time frame. When I did get a hold of someone from the company they confirmed they had no information for me and that they could not give me a deadline of when the shoes would be delivered. I tried to call recently and I'm only getting voice mail at the main company.

Desired Settlement: I would either like my shoes delivered within the next week or a full refund.

Business Response: Initial Business Response /* (1000, 5, 2013/09/19) */ ******, Again, we do apologize for the delay and we have asked the artist to expedite your order above all other orders she is working on. Your order is scheduled to ship on 10-1-13. You will receive a shipment notification via email once the package ships. Thank you!

10/3/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for shoes on May 12,2013. The website said 6-8 weeks delivery and I still haven't received my shoes. When trying to contact The Swanx, they do not answer the phone, the live chat is never available and they do not respond to emails. I do not want the shoes anymore. I simply want my money back as they did not send the product I ordered.

Desired Settlement: $126.71 refund as I did not receive the product that I ordered.

Business Response: Initial Business Response /* (1000, 5, 2013/09/19) */ *****, You sent us an email on Tuesday, which was promptly replied to. You claimed you were calling us and trying to contact us via live chat. At that time we were in front of both the phone and live chat and didn't have any attempts of contact from you. In your email you are making threats of filing a dispute with your credit card. Not only are you delaying the whole process but we can't issue a refund if we wanted to with your dispute threats in place. You are not entitled to a double refund, sorry. Further, you agreed to a no refund/final sale policy at check out. You were well informed that orders can take upwards of 10 weeks to process and even that is not a guarantee. Our products are hand made and we have a lot of orders to fill, all of which are filled in the order received. With that in mind, if you can confirm that you are not filing a dispute with your credit card company, we have your order here and ready to ship. *****, our hands are tied with your threats. We can neither refund you nor send your order. Please confirm you are not filing a dispute and we can ship your product and be done. Thank you.

10/1/2013 Delivery Issues
9/24/2013 Delivery Issues
9/23/2013 Guarantee/Warranty Issues
9/2/2013 Delivery Issues
8/26/2013 Delivery Issues
8/19/2013 Delivery Issues
8/19/2013 Delivery Issues
8/19/2013 Delivery Issues
8/7/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 02/20/2013 THE SWANX LLC was paid $110.88 for a pair of hand painted shoes I purchased. I opted to do the two payment plan and paid the second installment on 03/27/2013 to THE SWANX LLC for $84.98. On 5/14/13 I was wondering about my order and emailed them, this was my response: Your order was paid in full on 3/26. We did explain when the easy pay was processed that when the order is paid it is about 8-10 weeks from that date. Your order is at about 7 weeks now. As soon as it is completed and back from the artist we will send you the shipping email with the delivery tracking number for it. We do appreciate your patience. On 6/10 past the estimated delivery date I emailed again and received this email: We do apologize in the delay of your order. The artists are working on march orders now. They have just had an abundance of orders from feb-march and they are painting them in order and getting them out as quickly as they can. We receive orders every Mon/Tue from the artist to ship for that week. The time frame is an estimate as we have no way of knowing how many orders that artist has in front of yours at the time your order is placed. Your order confirmation stated 8-10 weeks as an estimate. Since they are all individually hand painted and not manufactured, we get them out as quickly as we can in the order received. With the amount of orders for feb-march, the artists are just behind. As soon as we receive yours back from the artist we will send you the shipping email with the delivery tracking number. Thank you for your patience. I wanted a refund since the swanx was not meeting their agreement, they sent me this email: We do apologize in the delay of your order. The artists are working on march orders now. They have just had an abundance of orders from feb-march and they are painting them in order and getting them out as quickly as they can. We receive orders every Mon/Tue from the artist to ship for that week. The time frame is an estimate as we have no way of knowing how many orders that artist has in front of yours at the time your order is placed. Your order confirmation stated 8-10 weeks as an estimate. Since they are all individually hand painted and not manufactured, we get them out as quickly as we can in the order received. With the amount of orders for feb-march, the artists are just behind. As soon as we receive yours back from the artist we will send you the shipping email with the delivery tracking number. Thank you for your patience. On 6/20 this email was sent: We do apologize for the delay on your order. While we do have a no cancellation policy you agreed to at check out, I did contact the artist and let her know you are inquiring and to please expedite your order above all others she is working on. I can also go in and refund your shipping costs to give you free shipping on the order if you'd like, just let me know. We estimate your order to ship on or before 7-17-13. We will email you tracking information as soon as it becomes available. If you'd rather not wait any longer we can change your order to a Ready To Ship or a Just Sanita product, both of which categories of shoes ship right away. Let me know at your earliest convenience which option you prefer and we will get you taken care of. I misunderstood the email and took it that they were expediting my order, instead they placed the entire order on hold. I emailed them on 7/17 to ask about the order referencing the last email and they stated: We sent you the email on 6/20 about getting the order shipped out if you were not going to do a chargeback with your credit card. We stated we could have the order shipped by 7/17 and refund your shipping if you were still wanting to continue with the order. We asked that you let us know what you wanted to do either continue with the order or exchange for something from our ready to ship or just sanita collection. This is the first we are hearing back from you since. The order was placed on hold pending what you wanted to do. If you are wanting the order now, we can certainly contact the artist and let her know to get your order completed. But it will not ship until 8/27 since your order was on hold and not painted. Below is a copy of the email that the owner sent to you in regards to the order. We will certainly still reemburse your shipping costs as we stated. I told them I would be contacting my credit card company who suggested I file a police report. I have tried calling them and they will not return my call, this was their response to that: I did receive you voicemail today, but I cannot help you at this time with the order. You were sent an emails directly from the owner on the order and the options that are available to you. I am the only one with the phone and I am not authorized to do anything other than what the owner has offered or informed you. You can certainly send an email back again to her at the *****@theswanx.com email for her to respond to. I do apologize I cannot help you with the order.

Desired Settlement: I would like a refund and nothing else. I feel like at this point the owner finds it funny to treat me so disrespectfully. I paid in full for the shoe on March 27. Every time I contact her about the agreed upon date all of a sudden there is a new problem or delay.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/04) */ *****, We have kept you informed throughout the processing of your order. You failed to reply to several of our emails leaving your order in a pending status after your numerous charge back dispute threats. Guess what *****, when you threaten to dispute the charges do you think a company is still going to send you merchandise???? NOOO, that's not how things work...we asked you if you would accept free shipping on the order and that we would ship by 7-17-13 and you ignored our emails! Then you contact us on 7-17-13 and expect your order to have shipped when you did not reply to our email which we informed you we needed confirmation that you were not disputing the charges. Again, you completely ignored our attempts to resolve your issues. This is the first we have heard from you since 7-23-13 when you asked us to reinstate your order per our estimated ship date of 8-27-13. We replied (emails you failed to include in your complaint here) letting you know your order has been reinstated. See our email: RE: order ***** From: *****@theswanx.comAdd to Contacts Sent: Thu, Jul 25, 2013 at 10:52 pm To: ***** ***** *****, We will reinstate your order per your request. Thank you for your kind words. Have a blessed day. "Have Fun On Your Feet" ****************** Follow us on Facebook: https://www.facebook.com/theswanx#!/theswanx Follow our blog: http://theswanxhandpaintedclogs.wordpress.com/ Follow us on Twitter: https://twitter.com/#!/SwanxFootwear -----Original Message----- From: "***** ******* <******@hotmail.com> Sent: Tuesday, July 23, 2013 4:18pm To: *****@theswanx.com Subject: RE: order ***** That's fine. This is the worst customer service I have ever seen. Please send me my shoes as soon as possible with out anymore delay or hold ups. Thank you for making this the worst shopping experience of my life. You can't even return my call? ***** we are not able to refund your order since you requested we continue with the order as of 7-23-13. Your order will ship on or before 8-27-13. We will notify you via email once the order has shipped. Consumer's Final Response /* (4200, 12, 2013/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing has been resolved Business' Final Response /* (4000, 10, 2013/08/06) */ *****, Wow! You DO respond!!! Glad we finally heard from you! As previously stated, you are either ignoring our attempts to contact you or our emails are going into your spam folders. Either way, we have been unsuccessful in the numerous times we have tried to contact you, which is what contributed to the lack of communication in the first place. Again, also as previously stated, your order will ship on or before 8-27-13. There is nothing further to discuss here. Your complaint has been resolved, we have your order in processing (JUST AS YOU REQUESTED ON 7-23-13) and it will ship when complete, on or before 8-27-13.

8/5/2013 Problems with Product/Service
7/30/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: i placed an order (online) back on 02/13/2013, and the website states that it will about 8 to 10 weeks, with no guarantees on shipping. on 07/02/2013, i gave up waiting. had i known it was going to be a several month wait, i would not have placed the order. i called the company several times, but no answer. i used the live chat feature and did get a response. i told them that i would like to cancel my order. the reply was that they just got my order in and was going to ship it soon. i again said that i wanted to cancel the order and receive a refund. but they refused. i asked to speak with a live person, and was refused. the person i spoke with stated that they were the only one who ran the phones, email and live chat. person also gave me company return policy, as well. i pointed out that the website says a much shorter window of time, the person dropped contact. i have these communications, if you would like to review them. after the attempted communication with the swanx company, i spoke with a friend who had made a purchase from the company. the friend stated that she placed an order in september 2012 and did not get her order until march 2013...and the order was not correct. she, too, had communication issues with the company, and now has shoes that she paid over $100, that she can not use. this company has no problem giving a false time frame. period. then they will take the costumers money, and refuses to return it when the customer feels that they were lied to. today, i got an email from *****, saying that the swanx had shipped my order. the order that i wanted to cancel, receive a refund and then the swanx dropped all communications with me.

Desired Settlement: things did not have to go this way. if the company would have been honest about the time frame, it would have helped. if the order was going to take longer than expected, contact the customer. if the customer contacts the company, and asks to speak with a human...do it. and by all that is good...if there is a dispute about an order...DO NOT SHIP IT!! i still require my money back, based on misleading information and poor customer service.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/11) */ ***, We are very easy to reach, as you are aware, between the hours of 8am-2pm, Monday-Friday via phone and live chat and emails and voice mails are always answered in the order received. Second, all orders are a final sale and non-refundable and this is disclosed and you did agree to this at the time of purchase. While we understand you had to wait longer than anticipated we did fulfill your order as promised. You are not entitled to a refund since your order has shipped,via ******, tracking #XXXXXXXXXXXXXXX There is nothing further to discuss regarding this matter as the order is complete. Consumer's Final Response /* (4200, 11, 2013/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) the matter is not about the money, at this point. it is about the communication issues. it is about the misleading time frame that is clearly stated on the website. i will submit my phone record, if you would like. it will show several attempts at reaching you by phone. i also have the transcript of the live chat/email. everything that i have stated is true, and i kept the records. you went a head and got rid of my account, but i still have a bank statement that shows when i paid for the order. i also have the fedex email to show date of delivery. i get that you're a small company, and you're very busy. where i'm having my problem is that your website clearly states that orders take 8 to 10 weeks. you still refuse to acknowledge that this is the issue at hand. i placed my order on feb 13, 2013. i received my order on july 12, 2013. well outside of the 8 to 10 weeks. i see fair resolution as this: 1. update your time frame to a realistic time frame. 2. The Swanx will create a back up plan, should these shoes not fit, since you are now refusing to directly communicate with me. the shoes are still in the box, packaged, until i know that i have some sort of agreement in place. when these two items are met, then i will let this drop, and we can continue on with what we need to do. i think it is only fair that i tell you the reason why i purchased your product. after my ten year old son passed away, this past November, from cancer, i jumped back into the medical field. i work with a local health care system, and a smaller school that offers medical classes. part of what i do is "test drive" products to be offered to employees and students. we all know how important it is to have proper footwear...and it is nice to have beautiful footwear that can properly function in the medical environment. honestly, i would love to "push" your products. they truly are beautiful works of art. but i can't if i am unable to have proper communications, and a misleading time frame. if we can resolve this, as stated above, i would love to let others know about your product. Business' Final Response /* (4000, 9, 2013/07/17) */ ***, Resolution has been provided, you received your order! We fulfilled your order as you ordered it, you have your merchandise, your order is closed and done. You are being dishonest with your claims about reaching our company and you know it. We are very easily accessible as stated previously. There is nothing to discuss with you at this point. You placed an order and you received it. We are done. This case is closed. We will not be replying any longer, there is no issue to resolve.

7/24/2013 Delivery Issues
7/12/2013 Delivery Issues
6/20/2013 Delivery Issues
6/13/2013 Delivery Issues
6/6/2013 Delivery Issues
5/31/2013 Advertising/Sales Issues
5/31/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have ordered 3 pairs of shoes and received none. I was billed for them when ordered. first pair ordered 2/27/13 second 3/9/13. I have contacted them 3 times with no satisfaction in their response.Order # **** and # ****. 12 weeks for first order, 11 weeks for second. web site says 8 weeks then they say 10 weeks I have waited well beyond their time Order_Number: **** and ****

Desired Settlement: DesiredSettlementID: Refund I would like the shoes or a cash refund.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/30) */ **** ***, We don't issue refunds per store policies you agreed to at check out. We did contact the artists working on your orders and we can have all 3 of your orders ready to ship on or before 6-18-13. You will receive an email with the tracking information as soon as it becomes available. Consumer's Final Response /* (2000, 7, 2013/05/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as I receive all three pairs by the date of June 18th I will be satisfied. I do not want to close the case until I actually have the 3 pairs I paid for. That will be 16 weeks waiting for the first pair, 15 for the second etc. That is a lot longer than the estimated 8 weeks it states in the policy. I do not have a lot of faith in the company so will wait and see.

5/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: the quality of the hand painting is severely lacking. The images look nothing like the picture of the product on the order page. The shoes that were shown as black are actually red shoes painted black and the paint scuffed after one wearing. I waited 4 months to receive the shoes and they look like they were painted by a five year old, not a professional artist. I contacted the company and received no response.

Desired Settlement: I would like a replacement pair of black shoes, not a pair painted black that have a quality paint job- one that looks like the item on the order page.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/04) */ ******** We did in fact reply to you and you replied as well. We offered two resolutions, see below: Order 5832 From: *****@theswanx.comAdd to Contacts Sent: Sat, May 4, 2013 at 12:28 pm To: ************@gmail.com Hi ******** I received a message that you contacted us and said your shoes were scuffing and that they are not black underneath. As far as scuffing goes, that happens with all shoes and we unfortunately cannot stop you from scuffing your feet when you walk. Painted shoes show scuffing much more prominently when it occurs as opposed to non-painted shoes. The artists use several colors of shoes when painting, depending on what our supplier has at any given time. They use black, blue, brown, bordeaux, and silver. All photos on our website are of all the variations of colors, you cannot tell because all have been prepped with black backgrounds. We can do one of two things: you can return your shoes for scuff repairs, the cost is dependent upon the damage, so we need to see pictures. Or two we can send you a touch up kit of black paint and sealant and you can touch it up yourself. Let us know what you prefer. Thank you We would like to point out that while you describe the artwork as being "painted by a five year old" you did proceed to use the shoes and wear them enough to scuff them. So when you opened the box and put them on, they must not have looked too bad to place on your feet and proceed to use them and wear them. Now that you've scuffed them you are deciding that the artwork has issues. Doesn't quite make sense. But nevertheless, we did offer you two solutions and we are willing to work with you to resolve your complaint. Your last email indicated you did not want to get the clogs fixed: -----Original Message----- From: "**** ****" <************@gmail.com> Sent: Saturday, May 4, XXXX X:XXpm To: *****@theswanx.com Subject: Re: Order 5832 the scuffs are the least of the problems. if you are going to use different colored shoes then what is pictured, perhaps you should mention that because the photo on your page of the shoes i ordered are clearly BLACK shoes, not red shoes painted black. The bigger issue is the paint job is horrid! after waiting 4 months for these shoes i really expected more. I have attached photos of both the paint job and the scuffs. No i won't be sending the shoes back to pay more for you to fix them- i have paid enough already. ******** if you change your mind and would like your complaint resolved, just let us know.

5/20/2013 Delivery Issues
5/17/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of Bella Murte clogs from The Swanx on 12/11/12 with an estimated arrival date of 6-8 weeks. It is now 4/8/12. I have tried calling, live chat, email...all they say via the website is that the order is in processing and is not available for cancel. Nobody has answered my phone call or live chat.

Desired Settlement: I am asking for a full refund in the amount of $140.79 and for them to cancel my order as it was not remotely delivered in a timely manner.

Business Response: Business' Initial Response /* (1000, 7, 2013/04/22) */ Hi *****, We do apologize for the delay on your order. Since your order is near completion we cannot cancel but I did contact the artist and let her know you are inquiring and to please expedite your order above all others she is working on. I can also go in and refund your shipping costs to give you free shipping on the order if you'd like. We estimate your order to ship on or before 5-7-13. We will email you tracking information as soon as it becomes available. We do appreciate your patience. Consumer's Final Response /* (3000, 9, 2013/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Swanx gave me a delivery estimate of 6-8 weeks from 12/11/2012. This new delivery estimate is 22 weeks from the order date. Unacceptable. All they keep responding is that they are awaiting the shoes from the artist and they are backlogged from the holidays. I do accept want free shipping and I do want the shoes. What I also request is a 50% refund on this order as a middle ground offer to resolve this matter. Business' Final Response /* (4000, 11, 2013/05/04) */ *****, Good news! Your order shipped. Fed Ex tracking #XXXXXXXXXXXXXXX. Looks like your package is due to arrive by 5-9-13. And we would be happy to refund your shipping costs. Please contact us with the credit card number and expiration date of the card you would like the shipping refund applied to. Thank you!

5/13/2013 Delivery Issues
5/13/2013 Delivery Issues
4/15/2013 Delivery Issues
4/15/2013 Delivery Issues
4/15/2013 Problems with Product/Service
4/15/2013 Delivery Issues
4/12/2013 Delivery Issues
4/8/2013 Problems with Product/Service
4/5/2013 Delivery Issues
4/5/2013 Delivery Issues
4/2/2013 Problems with Product/Service
3/19/2013 Problems with Product/Service
3/11/2013 Delivery Issues
2/27/2013 Delivery Issues
2/18/2013 Delivery Issues
2/5/2013 Delivery Issues
2/5/2013 Advertising/Sales Issues
1/31/2013 Delivery Issues
1/30/2013 Problems with Product/Service
1/28/2013 Delivery Issues
1/28/2013 Delivery Issues
1/28/2013 Delivery Issues
1/18/2013 Delivery Issues
1/16/2013 Delivery Issues
1/2/2013 Delivery Issues
1/2/2013 Delivery Issues
12/28/2012 Delivery Issues
12/17/2012 Delivery Issues
12/3/2012 Delivery Issues
12/3/2012 Delivery Issues
11/15/2012 Problems with Product/Service
11/15/2012 Delivery Issues
11/9/2012 Delivery Issues
11/9/2012 Problems with Product/Service
10/29/2012 Delivery Issues
10/23/2012 Delivery Issues
10/17/2012 Advertising/Sales Issues
10/16/2012 Delivery Issues
10/16/2012 Delivery Issues
10/15/2012 Delivery Issues
10/4/2012 Delivery Issues
10/2/2012 Delivery Issues
9/21/2012 Delivery Issues
9/20/2012 Problems with Product/Service
9/18/2012 Delivery Issues
9/12/2012 Delivery Issues
9/12/2012 Delivery Issues
9/5/2012 Delivery Issues
9/3/2012 Problems with Product/Service
8/31/2012 Delivery Issues
8/27/2012 Delivery Issues
8/27/2012 Delivery Issues
8/9/2012 Delivery Issues
8/9/2012 Delivery Issues
8/7/2012 Delivery Issues
8/2/2012 Delivery Issues
8/2/2012 Delivery Issues
7/31/2012 Delivery Issues
7/23/2012 Delivery Issues
7/20/2012 Delivery Issues
7/10/2012 Delivery Issues
7/9/2012 Problems with Product/Service
7/3/2012 Delivery Issues
7/2/2012 Delivery Issues
6/11/2012 Problems with Product/Service