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:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 November 15, 2024, I contacted Shoe Dazzle because I realized that credits I'd previously paid for were no longer available to me on my account. After speaking with a customer service agent, I was told that I was due a refund of $1048, and I would receive my check within 4-6 business weeks, or by the end of December 2024. That check never arrived. In February 2025, I placed a follow-up call to customer service at Shoe Dazzle to let them know that I did not receive my refund. The representative said to call back in a few days, as there was no record of a check having been processed. I followed up again in March 2025, and spoke with customer service. In these calls, I was told that they'd mailed a check to me, but since I hadn't received it, they would stop payment on that check and reissue another one, that will take 4-6 weeks to receive. Following up from a November 2024 call to initiate this, as of today, April 1, 2025, I have not received a refund of my money that I was told would be here by the end of December. Shoe Dazzle had no problem charging my account for years, and then they decided that my credits would expire. As a result, they should demonstrate the same diligence when returning my money.

  Business Response

  Date: 04/10/2025

  Hello ********,

  Thank you for reaching out to us through the BBB. We're sorry to hear about your experience.
  
  According to our records, the check was resubmitted on March 21, 2025, for delivery to ************************************. As it is still within the standard 4 to 6 week processing timeframe, we are unable to expedite or reissue the check at this time.
  
  If the check is not successfully delivered, we strongly recommend providing an alternative mailing address. Please note that due to the age of the original transaction, we are only able to issue a refund via checkour system does not allow electronic refunds in this case.
  
  If you have any further questions or concerns, please dont hesitate to reach out.

  Best,

  *******

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23142458
  
  I am rejecting this response because: it is unacceptable. Given that my original request for a refund of my credits was on November *******, and its 5 months later, the company has had more than enough time to refund me the funds that are due to me.  The companys response is indicative of its negligence in resolving this matter.  

  Sincerely,
  
  ******** ******

  Business Response

  Date: 04/24/2025

  Hello ********,

  Thank you for your response. Were here to help with your refund, and at this time, issuing a check is our only available option. Weve confirmed that the reissued check was mailed to the address you provided and is being delivered via USPS.
  
  If you do not receive the check, we strongly recommend providing an alternative address for re-delivery to ensure successful receipt.

  Best,

  *******

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 have been a customer of Shoedazzle since April 12, 2017 I used 2 in August 2024. They never provided ANY NOTICE that their policy had changed nor did they email that my credit would be expired. They stole $800 from me and I want it back. They refused to credit me back my credits.

  Business Response

  Date: 04/02/2025

  Hello ***-

  Thank you for contacting through the BBB. All VIP credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 10/19/2023 on the account , the reinstatement of those credits is no longer possible due to the age of the initial transactions. Reminders of credit expiration are included in the emails we send out. For your reference, you can learn more about our terms ***********************************************

  Best,

  *******

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  After receiving the boots, I notice there were obvious signs or wearing like wrinkles etc. I reached out to representative for return. Because i know some websites dont issue refund for the shipping customer paid to get the product, I specifically asked whether I will get shipping refunded to me too. The representative assured me I will get the cost of product and shipping back. So I decided to return. It wasnt because I didnt like the boots. Because the boots werent new as described. I received refund of 10.9 out of 16.3. I reached out to customer service only to be told the shipping was no refundable. I was told one thing before return and another after return. If I had known the shipping wont be refunded I would probably just endure the fact I got worn shoes and kept them. I dont know it is lack of training or what. But I dont think I was at fault at all throughout the whole process. I need my money back.

  Business Response

  Date: 03/27/2025

  Hello Qiyan,

  Thank you for reaching out to us through the BBB. We're sorry to hear about your experience.
  
  We have processed a refund for the remaining balance, which should reflect in your account within 5 to 7 business days.
  
  Please don't hesitate to reach out if you need any further assistance.

  Best,

  *******

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Ive been having a membership with ********** since 2017 and Ive been a loyal customer to them I have 11 VIP credit saved with them bought them over the years and they were never expiring each one is worth $49.95. Out of the blue I go to my account and found that 9 got expired without any notification I didnt get any emails or anything saying they will expire I contacted them multiple times and they said the policy changed and we sent you an email, I didnt agreee on this policy change nor get any notification I checked my email and I didnt get anything, I tried talking to manager they keep lagging and say someone will call you or we will solve it in the next 48 hours and they never call or solve anything its been more than a month Im trying to get my money back and at the end I called my bank they were able to get me only the most recent payment I paid and I received and email saying your membership got cancelled This is a huge scam and I need my money back they took 10 credit from me totaling in $499.5

  Business Response

  Date: 03/25/2025

  Hello ******,

  Thank you for contacting us through the BBB. All promotional member credits will expire 12 months after the date of issuance. As stated in the new terms and conditions, which were opted into on 10/02/2023, the reinstatement or refund of expired credits is no longer possible due to the age of the initial transactions. Reminders of credit expiration are included in the emails we send out. For your reference, you can learn more about our terms here: ***********************************************.

  Best,

  *******

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Have been a member since 2015 and have paid continuous. I have never been notified that my money expires. Now I have noticed that my 27 points at 38 to 49. Dollars a point have expired. I called Shoedazzle and was told my points can not be reinstated but they could offer me 10 dollars a point. I have never been notified of any changes or expiration dates as this was stated that they do by email. I asked to speak to a manager and did. He also stated he could do nothing but the 10 dollars. I Asked to speak to a higher general manager, was placed on hold several times and finally told he was in a meeting and would call me back. I confirmed my phone number with the person I was speaking to, and also express that he knew know one would get back to. But was assured this was not true because of recorded calls. Know one has gotten back to me.

  Business Response

  Date: 03/25/2025

  Hello *****,

  Thank you for contacting us through the BBB. All promotional member credits will expire 12 months after the date of issuance. As stated in the new terms and conditions, which were opted into on 10/05/2023, the reinstatement of expired credits is no longer possible due to the age of the initial transactions. Reminders of credit expiration are included in the emails we send out. For your reference, you can learn more about our terms here: ***********************************************.

  Best,

  *******

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 have been a member of shoe dazzle since 2014 and have never had an issue with my credits. Now I have 6 expired credits that I never knew happened?! Thats a loss of ***** per credit?! That is highway robbery and I have been trying to contact customer service. I start off the conversation and like 6 Agents keep disconnecting my chat! This is being done on purpose! I cant believe that this is your new business practice! After seeing all the cases here a class action suit seems like its on its way. I want my money back or all my credits!

  Business Response

  Date: 03/13/2025

  Hello *****,

  Thank you for contacting through the BBB. All VIP credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 09/27/2023 on the account , the reinstatement of those credits is no longer possible due to the age of the initial transactions. Reminders of credit expiration are included in the emails we send out. For your reference, you can learn more about our terms ***********************************************

  Best,

  *******

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 have been a VIP member since March 17, 2021 for Shoe Dazzle and even longer for Just Fab which both are sister companies. I am particularly disputing 16 payments debited from my account totaling $799.20. I logged into my account for shoe dazzle in January 2025 to review options for product until I realized that my credits were expired as of 10/01/2024. on my account I list that I would like for shoe dazzle to send me every email pertaining to sells, and new product. I receive promotional emails but did not receive explaining a new policy to expire credits after 12 months.When I called in to speak to a representative, I was asking to reinstate expired credits and was lead that it could be done. It was escalated to management, and I was told that I should call back with in 24 to 48 hours to obtain the decision. In 48 hours, they expressed they still did not have a answer. I have spoken with 4 different **** and 4 managers, and no one was able to assist. After speaking with the 2nd Rep, she expressed that she could not authorize a large amount after it is expired, but she could refund me the current credits which originated 1-18-24, 2-10-24, 4-13-24, and 5-01-24 approximately $200. I was very confused at this point because the said policy was that credits expire after a year, but yet they cancelled credits originating from 9/2023 to 12/23/2023. all went past a year with not contact.After 2 weeks they decided they would not approved refund request. I requested a refund because I have paid into a service, have not products but have paid into a VIP status program to just provide the Shoe Dazzle with my hard-earned money. I am used to paying and receiving a service or product and I received neither. I want to warn others not to go through the experience, and I want to fight for my entire refund amount.

  Business Response

  Date: 02/27/2025

  Hello ******* ,

  Thank you for contacting us through the BBB. All promotional member credits will expire 12 months after the date of issuance. As stated in the new terms and conditions, which were opted into on 09/28/2023, the reinstatement of expired credits is no longer possible due to the age of the initial transactions. Credits that were billed before opting in expired 12 months after agreeing to the new terms and conditions. Reminders of credit expiration are included in the emails we send out. For your reference, you can learn more about our terms here: ************************************.

  Best,

  *******

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 have been a customer of Shoedazzle and had accumulated 9 credits. I used 2 in August 2024. I went today (02/03/2025) to make another order with my credit and did not have any. I called and they told me that all 7 credits were expired and all they could do was credit me $10. They never provided ANY NOTICE that their policy had changed nor did they email that my credit would be expired. They stole $280 from me and I want it back. They refused to credit me back my credits.

  Business Response

  Date: 02/20/2025

  Hello Marigold,

  Thank you for contacting us through the BBB. All promotional member credits will expire 12 months after the date of issuance. As stated in the new terms and conditions, which were opted into on 10/06/2023, the reinstatement of expired credits is no longer possible due to the age of the initial transactions. Reminders of credit expiration are included in the emails we send out. For your reference, you can learn more about our terms here: ***********************************************

  Best,

  *******

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 am filing this complaint regarding ShoeDazzles policy change that resulted in the expiration of credits I previously purchased before their recent policy change. As you can see in the attached documents I provided a history of the month and year I paid money for credits, there was no expiration policy in place. However, ShoeDazzle has since changed its policy to impose expiration dates on credits, but as you can see in the screenshot of their system, the purchase dates do not align. Those credits were purchased before this policy change. My concern is that while my credits have expired, the money I paid for them has not. These were not promotional or gifted credits but were purchased with my own funds. Retroactively enforcing an expiration policy on previously purchased credits is both misleading and unfair. When I reached out to ShoeDazzles customer service, they refused to issue a refund or reinstate the credits, despite the fact that I made these purchases under different terms. They said they can't give me a credit, but when asked did the money I paid expired they offered me a $10.00 credit and then said they would give me $60.00 in credits when I have spent $219.75 cash. I had a similar situation with *******, ******* and ShoeDazzle are separate brands owned by the same parent company, TechStyle Fashion Group and they issued me a check in the amount over $350.00, but now I am getting push back from Shoedazzle. I am requesting a full refund for the expired credits that I paid for in *********

  Business Response

  Date: 02/20/2025

  Hello *****,

  Thank you for contacting us through the BBB. All promotional member credits will expire 12 months after the date of issuance. As stated in the new terms and conditions, which were opted into on 10/05/2023, the reinstatement of expired credits is no longer possible due to the age of the initial transactions. Reminders of credit expiration are included in the emails we send out. For your reference, you can learn more about our terms here: www.shoedazzle.com/policy-terms

  Best,

  *******

• Initial Complaint

  Date:02/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 enrolled into this subscription program since 2014 and was promised they credits will never expire. I have been caught off guard some months not skipping and continuously they take their money. I had a need and just came in to pick some shoes for a major even only to see all 6 of my credits expired. I tried reaching out to customer service and they are offering to give me ONLY $10 for all my life sweat all these years. What a rip off. I do not think this is fair and I believe they took advantage of loyal customers. I asked them how come they did not apply this rule to customers who do not have activities because that would have made more sense. Why take money of people who are still loyal members and who are not dead. I am highly disappointed seeing this together and all together ****** off. Why did they not send out mails to loyal customers if they really cared about them. They sent brochures to mail boxes, sent text messages and email to get our subscriptions, so how come in the case of customers loosing money they only sent notices to email knowing most people may not check emails and go to website to read their so called change in policy for use of credits and VIP points. I believe this is a long time planned strategy especially targeted against loyal customers.

  Business Response

  Date: 02/19/2025

  Hello ****,

  Thank you for contacting us through the BBB. All promotional member credits will expire 12 months after the date of issuance. As stated in the new terms and conditions, which were opted into on 10/04/2023, the reinstatement of expired credits is no longer possible due to the age of the initial transactions. Reminders of credit expiration are included in the emails we send out. For your reference, you can learn more about our terms here: ***********************************************

  Best,

  *******

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22890788
  
  I am rejecting this response because Shoe dazzle is involved in deceptive business practices that have unfairly impacted me and potentially other loyal customers. I have been a long-time subscriber to their monthly membership program, which I originally joined after receiving their catalog in the mail. Throughout the years, I remained committed to this subscription under the assurance that my accumulated store credits would never expire. This assurance was the primary reason I continued my membership, even during financial hardships.

  Recently, I attempted to use my accumulated credits to purchase shoes for my husbands birthday, only to find that my available credits were significantly reduced. Upon reaching out to the company, I was informed that they had implemented a policy change regarding credit expiration, which they claimed I had opted into via email. However, I never knowingly agreed to such a change, nor was I adequately informed through the same direct mail method they originally used to solicit my business.
  There are numerous reasons why a customer could miss an email, such as spam filtering or inbox overload, and the companys failure to send a formal mailed notice suggests an intentional effort to minimize customer awareness of the policy change. This practice unfairly disadvantages loyal customers who have financially supported their business under a previously established understanding.
  As a resolution, I request that [Shoe Store Name] either:
  Restore my lost credits in full so that I can use them as originally intended, OR
  Issue a full refund equivalent to the monetary value of my lost credits.
  Offering only $10 per credit as compensation is inadequate and still places the company at an unfair advantage while disregarding the customers who invested in their brand under misleading assurances.
  This policy change, combined with a lack of proper notification, amounts to an abuse of consumer trust and loyalty. I believe this practice is deceptive and warrants investigation. I kindly ask that the BBB assist in mediating this matter to ensure a fair resolution.
  Please let me know how I may proceed further with this complaint. I appreciate your time and attention to this serious concern.

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/12/2025

  Hello ****,

  Thank you for your response. To clarify, the updated terms were presented via a pop-up on our website, which required agreement to proceed. The expiration date of your credits can be found on your membership page.
  
  Unfortunately, we are unable to reinstate or refund the expired credits at this time.
  
  Please let us know if you have any other questions.

  Best,

  Natasha