Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed and order on April 7th 2025 I was told the shoes we delivered April 15th and I never received them. So I waited a few days thinking it could have been a delivery issue because I stay in a secured building and it has happened before. A few days went by I went and asked my property manager if a package had been delivered I was told no. So April 22nd I contacted Kicks Crew and *** and I havent heard anything from either party . I recieve the same automated message from Kicks Crew which is the value my time and they are working on the issue and it have been months now and no refund or replacement.

• Initial Complaint

  Date:06/03/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with cakes crew and I wasnt getting a *** so I requested to cancel. They reach back to me with two options to cancel and take 25%. I dont think thats fair for them to take 25% they are the shoes from ***** and double charge online. They dont stock the shoes. They just order from China and double charge. Ive replied several times to cancel the order and they not doing it.

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I please ask for your involvement, help and advice on a recent US purchase from the **. On behalf of my 14 year old daughter we purchased a pair of trainers (from her lifetime savings) from Kicks Crew on the 27/04/2025 for ****** (which included ***** for delivery costs). The day before I was contacted by ***** saying a duty fee of ****** was due to be paid by us. This was not made clear to us at the time of purchase and we were not even aware this was a US based company. We did not accept delivery of the shoes by ***** and asked them to return the shoes. Instead, she purchased them in the ** for the same amount - ******.After several emails with screenshot evidence Kicks Crew said they could not find the order butincreasingly scary emails that we would essentially not get any money back for them; this is the most recent email we received: "If the fees are not paid by the deadline and the shipment is returned to us, please be aware that we will need to deduct any incurred fees (restocking fee, original processing & shipping fee, refusal shipment charge, and duty tax) from the refund amount. The amount will be refunded in accordance with our Return Policy. We strongly advise settling the customs charges to ensure the delivery of your package."I am really unsure of what to do. I have made many online purchases including from abroad and have returned items which incurred a small handling fee. In the small print on their website it says that in the case of returns, they will only be accepted within 7 days of the delivery date (which runs out tomorrow) and that the buyer will be entitled to a partial refund after deducting a restocking fee (15% of the total transaction payment) and all shipping fees (*****). So this should be 35 + 41 =*****. This still seems a lot to me but now they have added an additional processing fee, refusal shipping charge and duty tax' which is NOT STATED in their T&C's. Please please help?

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a order for a pair of Sneaker I paid for ***** was supposed to deliver my package when ***** delivered my package it was thrown in the garbage I been back and forth with ***** and kickscrew to get my money back for this order since I never received it on March 6th 2025 nobody want to take responsibility for this and give me back my money

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some **** spikes for my daughter, which took almost 3 weeks to get in. The size was a little small & she is growing, so i sent them back for a larger size, knowing i would have to pay for shipping. I get an email that to get the new size, i would have to pay $55 more, which would be almost $200 for an $100 pair of shoes. I declined and asked for my money back considering I have already sent the shoes back in & didnt want to pay the additional $55. I get an email back saying i only will be getting back $70 from a $147 charge with no shoes to show for it. This whole ordeal has lasted over a month due to the excess amount of time they take to respond. I would just like my money back so i can get my daughter the shoes she needs for track. I have NEVER had an experience like this from any ************ am beyond blown away at how they are robbing people.

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible business practice. Have you ever exchanged an item online and had to pay double for the exact same item in a different size for an exchange?! Thats what they did to me and never mentioned any price difference till after they accepted and recieved the new shoes back from me. They then sent me a pay pal request for double what I paid to move forward with an exchange. Honestly never seen anything like it and would avoid this site at all costs. They are unethical and do not follow standard business practices. Now they want me to pay shipping both ways plus a 15% restock fee to get a refund. Dishonest, shady.

• Initial Complaint

  Date:03/03/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Orderd the shoes feb 4th 2025... still havent received the shoes at alll i wasnt home to sign off the package for the shoes so it went backk. ITS MARCH 1ST 2025 YETTTTTT I STILLL DONT HAVE MY REFUNDDDD AND I AM WILLING TO TAKE LEGAL ACTION

• Initial Complaint

  Date:02/26/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All of Kicks Crew's online reviews linked below, all share the same fate. Kicks Crew takes your money, holds it forever, then weeks later may finally send you either used or counterfeit shoes, but most of the time, after several weeks, Kicks Crew finally says they can't fulfill your order at the price they advertised and then, will only issue consumers a partial refund. If you try to return counterfeit or used shoes to Kicks Crew, they will deduct an outrageous fee, from your refund. In addition, customers who catch on quickly and cancel right away, Kicks Crew charges a 25% cancellation fee, for doing absolutely nothing. They are demanding I drop my disputes and only then, will they process a 75% refund. I tried to resolve this and get a refund, by calling their **************** at ************.. When I gave them my order number, they pretended to look it up, but when I asked them to tell me, what I had ordered and how much it was, the **** became very hostile and proceeded to make sarcastic random guesses, telling me that I had ordered *******, underwear and bras, from a shoe store. Then, the **** proceeded to hang up on me, 25 times. This scam involves deceptive trade practices and fraud. My nightmare started on 2/19/25, when I bought tennis shoes for $140.23. I wholeheartedly believed the shoes were in stock and would be shipped promptly from Kicks Crew but their confirmation email stated, "Your order has been confirmed, and the seller is preparing it for shipment to our facility for authentication." That was alarming because it states Kicks Crew does NOT have any shoes and instead, "attempts" to source shoes from God knows where. I started searching online reviews and every red flag went up. Run screaming from Kicks Crew.Better Business Bureau Complaints *********************************************************************************************************************************************************** ********************* Complaints *****************************************************************************

• Initial Complaint

  Date:01/16/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially reached out to inquire on the status of the order, as it had not changed. I experienced a death in the family, and expressed that to the kickscrew customer service. Upon checking, I was also unaware that Kickcrew is a reselling sight (such as stockx), and expressed those concerns and reached out to cancel the order. The status has not changed, as I am still waiting, and will not be here to recieve the item if it does ship. I have read online that kickscrew has a reputation for not sending items out to buyers, and at this point I do not want to do business with them. This morning, I followed up and they insisted I pay a 25% fee or accept store credit. Both options are unacceptable not only due to the circumstances, but other than the status not changing, in no where shape or form does their terms of a 25% fee appear anywhere during the buying process or on any page containing items that they are selling (in reality consigning).I told them I would appreciate a refund, but they keep pushing back. I want my money back.

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 12, 2024, I purchased a pair of ****** Gazelle sneakers from KICKS CREW as a Christmas gift. The shoes arrived late, missing the expected delivery date. When I opened the package, I immediately noticed several issues that indicated the shoes were not genuine:1The white rubber on the inner side of the shoe is defective and uneven.The shoelaces are low-quality and do not match the standard of authentic ****** products.The "Gazelle" logo on the shoe is inconsistent with the logo on genuine ****** Gazelle sneakers.I contacted KICKS CREW to share my concerns, but they denied the shoes were counterfeit. To confirm my suspicions, I took the shoes to a Finish Line store, where the manager reviewed them and determined they were not authentic.Despite presenting this evidence, KICKS CREW refused to issue a refund unless I paid out-of-pocket to have the shoes authenticated by a third-party service. I explained that I am not legally required to pay for authentication under consumer protection laws. I gave the company a reasonable timeframe to resolve the issue and provide a refund, but they declined, standing by their demand for third-party authentication at my expense.This has been an incredibly frustrating experience, and I feel the company is not acting in good faith. I am requesting a full refund for the counterfeit product and would like this issue addressed to prevent others from having similar problems.