Business Profile

Retail Shoes

Shoe Palace Corporation

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Shoe Palace Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

133 total complaints in the last 3 years.
72 complaints closed in the last 12 months.

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Submit a Complaint

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:07/13/2025
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 Ordered shoes from Shoe Palace on their website on July 2nd 2025. I placed an order for Rare Air ****** 3s totaling $186.25 My order number is SP1733144. I have not seen any shipping updates for 7days now the last update was FED EX transferring my package to **** on July 7th and since then Nothing. I was not given a **** tracking number and believe my package was stolen. I reached out to SHOE Palaces customer support on 3-4 different occasions seeking an answer to what is going on with my package and they have not responded once. Im just seeking a refund in the amount I spent because Shoe Palaces customer support has not even answered a single email of mine. I fully believe my package was stolen in the process of delivery and I am now at a lost of $186.25.
Business Response
Date: 07/16/2025
Since this order is going to ******. shipping can take longer. Usually up to 30 days is the window for delivery. Please let us know if this is not delivered in that window.
Customer Answer
Date: 07/16/2025

Complaint: 23593099

I am rejecting this response because:You have failed to provide me with a **** tracking number after they transferred my package from the original shipper Fed Ex to the ****************************. How Am I supposed to even know a package is still on its way. I wrote to you folks and no response was given. I am going to do a chargeback on my card if a **************************** Tracking Number is not provided to me for the package/Shoes that I ordered. It is your job to keep the customer informed when a package being shipped switches from one company to the other. It is your job to provide the customer with tracking number after the package/shoes transfers from one shipping company to another. Your business is ran by a bunch of a** backwards clowns who take no responsibility. Tracking numbers how hard is that. You only gave me an excuse of it takes longer to ship to ****** but not provide the **** **** tracking number. You stupid Dicks.

Sincerely,

**** *********
Initial Complaint
Date:06/28/2025
Type:Product Issues
Status:
ResolvedMore 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 messaged on June 24, 2025, regarding the status of my return, which you received on June 17, 2025, but I have yet to receive a response.I purchased two hats of the same size, but one was significantly larger than the other. Additionally, the quality and sizing of the suede hat were extremely disappointing compared to products Ive received from other companies.Your lack of communication and poor customer service is unacceptable. I expect an update on my return immediately. Based on this experience, I will not be purchasing from your company again.
Business Response
Date: 07/01/2025
Refund should be available in 10 days.
Customer Answer
Date: 07/01/2025

Complaint: 23533037

I am rejecting this response because: Tomorrow will make it 10 days, not 10 days from today. So you should be processing that refund by tomorrow.

Sincerely,

**** L
Business Response
Date: 07/07/2025
Please keep us updated. You should see it shortly when accounting for holidays and non business days.
Customer Answer
Date: 07/10/2025

Better Business Bureau:

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

Sincerely,

**** L
Initial Complaint
Date:06/28/2025
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.
I ordered some shoes from there website and it says delivered but I never got the shoe when I try to call there customer service number that any one can ****** to there number is disconnected
Business Response
Date: 07/01/2025
have you contacted the shipping company?
Initial Complaint
Date:06/18/2025
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.
Man me and girl both ordered shoes from this site one they take forever once taking the money out your account to update the status if your shoes than for two take forever to ship the shoe in which it took so long I emailed them and requested for them to contact ***** for the return of the shoes as ***** held my shoes for weeks as per the *** at ***** informed me its the type of shipping shoe palace agree on with ***** where I cant even request fir it to be returned not only did I never receive a email back once the shoes arrived I took it into a local shoe palace and was told I could only be offered store credit but on the website says 30 days
Business Response
Date: 07/15/2025
Not quite sure I understand the request. You received the shoes but are asking for a refund? This is because it took too long? Making sure I am clear on everything.
Initial Complaint
Date:06/10/2025
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.
Data of transaction: Order # : ******* Order Date : November 13 , 2024 Order Total : ***** I ordered shoes with this merchant and reported package was delivered to the wrong house. Merchant has refused refund I no longer have this card and am requesting refund to be issued via check or to ******.
Business Response
Date: 06/11/2025
Have you contacted shipping company? If they delivered your item to wrong address, they might have to assist you on this.
Customer Answer
Date: 06/11/2025

Complaint: 23452730

I am rejecting this response because:
I have already contacted the shipping company and have not received a resolution. I confirmed my address with the merchant and they confirm the package was delivered to the address I confirmed but nothing has been received. I am requesting a full refund in the form of a check or to my ******. My ****** email that this refund can be issued is ****************** or phone number *************
Sincerely,

*********************
Business Response
Date: 06/12/2025
We believe issue is with shipper. If he has spoken to customer service and this was decided, we would have to stick with that decision.
Customer Answer
Date: 06/12/2025

Complaint: 23452730

I am rejecting this response because:
The issue is with the merchant. I am requesting a full refund in the form of a check to my shipping address on file. The merchant failed to deliver my merchandise and by not providing a refund is not good business.
Sincerely,

*********************
Initial Complaint
Date:05/19/2025
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.
I purchased a male hoodie from ************************** on May 7, 2025 and received an email May 8, 2025 l with the tracking number/information the item was shipped from the supplier. According to ***** on May 11th, 2025, my package was not able to be delivered due to security and limited access to my home. Today, May 14, 2025, I called shoe palace customer service line to inquire about my package and was informed they have limited information and will send an email for better update. I asked for the number to ***** only for them to tell me my package has not been scanned since May 12th and my package was given to a 3rd party vendor to be delivered. I called the local post office spoke with a manager who said I was able to pick up the package. I came to the location only to find out my package isnt at their station. The ***resentative looked it up and called the customer service line for that *** to state my package is at the ***** facility in ****** and its not available to the public. He also stated, to have the seller (Shoe Palace) call the customer service line because the way ********************** chose for shipping is called Ground Economy Shipping and they are the only ones who can modify the delivery. I called Shoe Palace back for a 3rd time only for them to tell me they can only send an email to them and I have to wait another ***** hours for them to respond and someone needs to physically go out to the location and scan it. I advised the *** at shoe palace I was told to give the seller a number and option number for them to call and speak to someone higher because I need my item for tomorrow, May 15th. I asked for a supervisor and was told there isnt anything they can do. I asked for a refund as well, since they have someone who will go locate my package they can send the package back to the facility from where I purchased. They declined that option as well.
Business Response
Date: 05/20/2025
This is a claim that needs to be made with the shipping company. Thank you.
Customer Answer
Date: 05/20/2025

Complaint: 23330137

I am rejecting this response because: as the supplier I was referred back to you because of the shipping method you chose. As the customer Im unable to make any changes to pick up my package. After calling your customer service line your team provided minimal information and yet almost a week later I have heard from your team the response that should have been emailed to you from the shipping company (*****). As a supplier you should ensure your customers are held to the highest standard especially when spending hard good earned money to support your business. Instead of brushing customers off land making customers feel less than, providing extensive hello and assistance. Im aware this is not the normal process for your shipping method, so therefore I feel as the customer a superiors should take in this task to ensure the customer receives their product especially when shipping was included.

Sincerely,

***** **********
Business Response
Date: 05/23/2025
We believe this complaint would be best addressed to the shipping company. Thank you.
Business Response
Date: 07/16/2025
Our records show this package was delivered.
Initial Complaint
Date:04/15/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 two pairs of shoes from Shoe Palace Corporation online store and only received one of the pairs. The pair missing was a toddler size pair and all I asked of them was to send me the toddler size pair as soon as possible. Its been two months now since I first contacted them and all theyre doing is passing the blame to Fed-Ex.
Business Response
Date: 04/17/2025
You were told by our **************** that the shipping company lost the package? If so, that would be the case then. The issue would be with the shipping company.
Customer Answer
Date: 04/17/2025

Complaint: 23210693

I am rejecting this response because:

Sincerely,

**** Carlos *******
Customer Answer
Date: 04/24/2025
I need a refund, you guys hired fed-ex not me. I paid SHOE PALACE for a product not fed-ex.
Business Response
Date: 05/23/2025
Why were you told the issue is with the shipping company? Thank you.
Customer Answer
Date: 05/25/2025

Complaint: 23210693

I am rejecting this response because I have been going back and forth with you guys since FEBRUARY. I ordered the shoes through you guys not fed ex and you guys are blaming fed ex for the shoes not arriving, I need my refund this is getting ridiculous.

Sincerely,

**** Carlos *******
Business Response
Date: 07/17/2025
***** is working on this claim. Please let us know if this is not finalized by them in a week or so.
Customer Answer
Date: 07/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.

Sincerely,

**** Carlos ***********
Initial Complaint
Date:03/09/2025
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 ordered sneakers from shoe Palace and never received the order SP1369958 this is the order number. I ordered the sneakers Nov. 27, 2025 . I filed w complaint and was told that ****** refuses to be liable therefore they will not refund the money and they will not refund me. I spent $108 and never received the package I am a single mother of 3 with no help I work hard and I don't have money to throw away I would like s refund or my sneakers.
Business Response
Date: 03/10/2025
I am very sorry for the inconvenience. But it looks like this is an issue the shipping company has made a decision on. very sorry.
Initial Complaint
Date:03/08/2025
Type:Delivery 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 recently ordered some sneakers from shoe Palace well not recently movember 27th 2024 I never received the package I proceeded to contact the business and make them aware that I never received the package they said they were going to put a complaint in with *****. Now shoe Palace and ***** have a business arrangement where ***** delivers their products however the buyer is not required to sign now because the buyer is not required to sign when my package never arrived they attempted to file clean with ***** ***** stated this since there was no signature required they're not liable and sneaker Palace told me that since ***** does not want to reimburse them I do not get a refund I do not agree with this because I have nothing to do with ***** and shoe palaces business arrangement I ordered from shoe Palace I did not receive my sneakers and I believe everything else has nothing to do with me
Business Response
Date: 03/10/2025
The issue would be with the shipping company. This isn't something we can help with. Sorry for the inconvenience.
Initial Complaint
Date:02/25/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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'd like to speak with someone about very unprofessional customer service by 2 of your management personnel today beginning with ******** in-store at 1:06 P.M. PST when I stopped by & went straight to the counter, specifically to buy Shoe Palace brand spray shoe cleaner in the white bottle & which I promptly asked for. Keep in mind that there were only two bottles on the counter at that time, with one being the white bottle of SP spray shoe cleaner (which I pointed to and picked up) and the black Shoe Palace brand of Protectant. ********, instead of promptly ringing me up, then confusingly asked me if I wanted leather cleaner, conditioner, and protectant. "What?" I said to her. "ma'am I just said that I want *this* white bottle cleaner right here", pointing to the product & lifting it up again. She said again, "so you want to the leather conditioner, protectant, and cleaner as well?" I couldn't believe the level of brick-headedness, in 1 ear & out the other, rudeness, and unprofessional conduct coming from this lady. After again repeating that I wanted the spray cleaner on the counter, she finally understood and went to ring me up only to continue her unprofessional sales-pitch redirction con-job charade by saying "this bottle is $10, or you can do 2 for $10, what do you want to do?". This is such a low intelligence bald-faced lie that her brain presumes that I as a customer am so naive, uneducated, and inexperienced that I've never purchased a bottle from SP before for their actual cost of $5 (which I have for many years). She rung me up for $5 when I told her that I'd just purchased another one just last week for the same price. I called Manager ***** to complaint at approximately 6:30 P.M. ***. only to find him excusing & justifying her bad behavior & speaking in the same circuitous & unprofessional manner with hamster wheel & mental gymnastics logic that ******** did as well. I have a recording of the call. Transaction I.D. ******, Assoc: ******, Store: *****
Business Response
Date: 02/26/2025
Sorry for your experience. We will review this complaint with our team.
Customer Answer
Date: 02/26/2025

Better Business Bureau:

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

Sincerely,

**** ****

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Shoe Palace Corporation is NOT a BBB Accredited Business.