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Business Profile

Online Retailer

Stem Footwear Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for Stem Footwear Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Stem Footwear Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 the trailhead shoes and upon wearing them they are the worst shoes ever made. They made my feet incredibly hot and pinched a nerve in my foot. ****** at ******** customer service refused to take them back since he said they have been worn. They are in pristine condition and have photos to prove it. They are holding my money hostage and refuse to give it back for their terrible product. This is illegal as they cannot force you to keep a product that is criminally uncomfortable

      Business Response

      Date: 01/27/2025

      Hi ******.

      Sorry the shoes did not fit. As indicated on our returns policy, we only accept returns of unworn shoes. The photos you included in the BBB report show some dirt in the soles. If you clean off the dirt they should be fine for return. You can set up the return here *************************************************** After they are returned you will receive the refund.

    • Initial Complaint

      Date:09/12/2024

      Type:Product Issues
      Status:
      Resolved
      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 a pair of the Lems "Men's Outlander Waterproof Boot'. They fit great, but after going for a hike through wet brush I noticed that my left boot would get water logged. I spent near $200 on this pair of boots. I went on a few more hikes the subsequent days and my left boot consistently got soaked, so I reached out to Lems and let them know that I had a defective boot. I requested an exchange for the same pair and size and explained what happened. Instead, the customer service agent told me to buy and apply a 'Durable Water Repellent', and gave me a $19 refund for that. I don't want to apply a water repellent to $200 boots that have a manufacturing defect. I shouldn't have to do that and feel that if there is already this issue when they are brand new how long will these boots last? I can basically only wear these boots as if they are tennis shoes where I purchased them with Hiking and Hunting in mind.

      Customer Answer

      Date: 09/18/2024

       
      Hello BBB,
      I appreciate your support. I just received my refund from ****. Thank you so much! You may close my case.
      ******

    • Initial Complaint

      Date:08/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought shoes that had a defect int the toe that where no on my previous pair that I owned for 2 years. ***'s sent me a replacement pair that which they said would not have the same issue. The replacement pair did have the same issue. Lens notified me that I caused the damage to the shoes. They stated that they are not under warranty and there is nothing they can do. I told them that they should give me a refund because its the same issue as the previous pair. They will not

      Business Response

      Date: 08/27/2024

      Hello,

      Lems keeps track of all of the defects that are brought to our attention by customers. The issue of the dent in the toe area is not something that we have ever seen. The customer contacted us about this issue on order 833501 purchased on 5/31/24.  In good faith, we replaced this on 6/23/24 even though it appeared to be a wear and tear/user created issue and not a manufacturing defect.  On 8/16/24 customer reached out to **** to say that the dent had happened again. Because this has happened a 2nd time it appears as if this is caused by pressure being applied to the shoe. For this reason, we are not able to cover it under warranty.

      Customer Answer

      Date: 08/27/2024

       
      Complaint: 22171608

      I am rejecting this response because: I did not apply pressure to create the defect.  As I stated previously.  I have a pair that I bought back in 2023.  The exact same pair same size only a different color and they do not have an indent in the toe area.  When I bought a new pair in a matter of a few days they formed a dent in the toe area.  Lens provided me with a replacement pair which also developed the same indent.  I really liked these shoes why would I intentionally destroy them.  **** argument makes now logical sense and they need to be held accountable.  I want a full refund and I need to return the defective product.  ***** at **** was deceptive when they stated that the next pair should be a lot better in an email to me which I have attached. The fact remains the replacement pair was not a lot better they were the same and this should revert back to fixing the original discrepancy.

      Sincerely,

      *******************

    Stem Footwear Inc. is NOT a BBB Accredited Business.

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