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:12/11/2024

  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 placed order on November 20, 2024 for 3 items and was to receive a free gift. I paid $333.80 on November 20 via ******. I received an email on November 26 that JE was working on my order, but did not receive order confirmation or shipping information. I emailed on November 26 asking for order confirmation and shipping date. I received an email on November **************************** processing status, customer service has contacted the fulfillment team for more details, and will update me as soon as ** has more information. I received an email on November 27 that JE is working on case and will soon provide an update. I received an email on November 27 that 2 of 3 items ordered were unavailable; I replied with the items I would substitute for and received another email confirming the replacement items. But not receiving an order confirmation, I sent an email on December 2 asking for an update. I received an email on December 2 that we made the changes in our system. We're confirming with our team that this can be shipped. I received an order update on December 4 showing new replacement items, but still no confirmation that order had been placed or shipping update. Still not receiving an order confirmation or any shipping information, I sent an email on December 2 asking for an update. I did not receive a response. I sent an email on December 4 asking for an update. I received an email on December 4 confirming that replacement item change was done and you can expect to receive your order soon. Still not receiving an order confirmation or any shipping information, I sent an email on December 6 asking to confirm that my order had been placed and for a shipping update. I did not receive a response. I sent another email on December 9 asking for order confirmation and shipping update. I received an email on December 10 that we are actively working on your case to resolve this as quickly as possible. No additional information was provided.

  Business Response

  Date: 01/13/2025

  Hello ****,

  Our sincere apologies for this experience. Unfortunately, our warehousing and fulfillment partner was overwhelmed by the surge in orders during the holiday season and they are still working through their backlog. This affected many of their clients, not just us. This regrettably put our customer service agents in a difficult position and they were relying on the information from the warehouse which ultimately proved to be unreliable. We are actively looking at alternative solutions so that this does not happen again. 
  
  Regarding your orders:
  
  Order #JE-141697 was shipped to you via *** Tracking 1Z6A34530329757553 and delivered to you on  11/21/2024. You initiated an return and a full refund was issued to you on 12/23/2024. 
  
  Order #JE-141697 was shipped to you in 3 partial shipments:
  
  1) via *** Tracking 1Z6A34530210844816 delivered to you on 01/03/******** received the following items in this delivery: D11-******-Chocolate Suede-Driving Moc & Vestry Belt in Black Full Grain
  2) via *** Tracking 1Z6A34530203011569 delivered to you on 01/07/******** received the following items in this delivery: D11-******-***** Suede-Loafer-Apron Front
  3) via *** Tracking 1Z6A34530305368974 delivered to you on 01/10/******** received the following items in this delivery: D11-******-Navy Suede-Driving Moc
  
  Again, we sincerely apologize for these delays, as it is not a refection of our typical customer experience. We are working with our fulfillment partner to improve this or find a new solution. 
  
  Thank you for your understanding and we apologize for the inconvenience this has caused you.
  
  - The **** ***** Team

   

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22672638
  
  Thank you ******** *. I appreciate the BBB's assistance with this unfortunate matter. 

  I am rejecting this response because:  First off, I still have not received all of the items purchsed.  More importantly, this has been an incredibly frustrating shopping expereince not only becuase of the significant delay in dleivery, but due to the complete lack of information and transparencey from customer service along the way.  It borders on fraud.  During the extended delay, I sent many, many emails to customer service asking the status of my order. Never did they tell why my order was delayed, if it even had been accepted, or when it would be delivered.  This is basic information that they could have providd from the outset.  Their below repsonse is even more frustrating becuase it proves they knew what the issue was but refused to tell me why the delay or when I would receive my order - and still haven't.  They instead provided me with stock customer service language that said nothing and provided no updates.  So frustrating, particularly during the Christmas shopping season!  

  To resolve this matter, I would like a $500 gift card or merchandise credit.  

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

  Business Response

  Date: 02/03/2025

  Hello,

  All items ordered by the customer were delivered to the customer. Tracking numbers are included here again:

  
  Order #JE-141697 was shipped via *** Tracking 1Z6A34530329757553 and delivered on  11/21/2024. Customer initiated an return and a full refund was issued on 12/23/2024. 

  
  Order #JE-141903 was shipped in 3 partial shipments:
  
  1) via *** Tracking 1Z6A34530210844816 delivered on 01/03/2025.The following items were included in this delivery: D11-******-Chocolate Suede-Driving Moc & Vestry Belt in Black Full Grain
  2) via *** Tracking 1Z6A34530203011569 delivered on 01/07/2025.The following items were included in this delivery: D11-******-***** Suede-Loafer-Apron Front
  3) via *** Tracking 1Z6A34530305368974 delivered on 01/10/2025.The following items were included in this delivery: D11-******-Navy Suede-Driving Moc
  
  While we understand the customer's frustration, customer service was responding to the customer with the information that they had available to them at the time from the 3PL.
  
  We are happy to offer a $100 Gift Card for the inconvenience, alternatively, we would also be happy to offer a full refund on the order and can initiate a returns process. 
  
  Our Best,
  
  **** ***** Team

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22672638
  
  I am rejecting this response because:  My dealings with this company have been the worst online shopping experience I can imagine.  Items I ordered on November 20, 2024 for Christmas have just now been delivered.  It is even more frustrating that **** ***** is now telling the BBB that it provided me with the information it had at the time of my many, many email follow-ups.  THAT SIMPLY IS NOT TRUE.  **************** kept telling me "we understand your frustration" and are working on your order.  But at no time did they ever give me a reason for the delay, such as "your merchandise is backordered," or tell me that my order had even been placed, or when it would be delivered.  That is mostly the source of my frustration with the company - a complete lack of transparency that, I think, borders on fraud.  Simply put, **** ***** refused to tell me anything about my order during this extreme delay.  

  While appreciate the company's offer to make this right by giving me a Gift Card, $100 is not sufficient.  The company regularly discounts its shoes more than that.  In order to resolve this and the other complaints I have made against the company in ********, I will accept a $500 Gift Card or merchandise credit.  
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:02/02/2023

  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.

  Hi, I'm reaching out to get help in solving an issue that I have with Ace Marks. I placed and paid fully a factory order for shoes in June from Ace Marks and the delivery date was November or December but to this day (February 2nd) I have not received my order. I reached out to Ace Marks customer service in November and they told me that I will receive my order in December. However, I haven't received my order at the end of December and reached out again to customer service, and they told me I will receive it in early January, which I didn't. I called again, and they told me I will get it in mid-January but to this day I haven't received my order. I need your help to solve this issue. Thank you in advance for your help!

  Business Response

  Date: 02/04/2023

  Hello,

  Unfortunately, our factory has continually delayed this shipment. 

  We are happy to issue a full refund if the customer prefers that over waiting for the shoes to arrive.

  My best,

   

  ****

• Initial Complaint

  Date:01/24/2023

  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.

  Ordered Shoes on 7/28/2022 Order #FA2022-4430 for $198.99 after numerous delays and emails requesting updates they were finally delivered on 12/27/2022. The shoes were too big and not the style I had anticipated. I contacted Ace Marks on 1/2/2023 to process an exchange using the return portal. That day they emailed me with a prepaid postage for the ***** The label states No Postage Necessary if mailed in *****************. On 1/16/2023 I placed the shoes in the ** Mail to be returned as instructed by the attached emails. On 1/24/2023 the shoes were returned to me by the post office as not having enough postage. I contacted Ace Marks by chat. They informed me that the reason the shoes were returned is that I had to pay for returns both ways because we ordered from Factory Access not from the Ace Marks website. The website states free exchanges within 45 days. Attached is the link I received from my husband on 7/26/2022 that shows where I ordered the shoes. The link shows I was ordering from the main site Acemarks.com not Ace Marks Factory Access as she stated. I feel these practices are very deceiving and unethical. Replacement shoes in his size are estimated to be shipped in April. For this reason an exchange is not acceptable and the fact that the last shipment ended up taking 5 months. I have already attempted to return the shoes. Now I would like my money back.

  Business Response

  Date: 02/04/2023

  Hello,

  We apologize for this issue. We are always happy to issue a full refund when a customer is unsatisfied.

   

  We will issue a refund to the customer.

   

  Best, 

  ****

   

• Initial Complaint

  Date:09/28/2022

  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.

  Date of transaction: 9/22/2022 Amount paid: $115 The business said it would send me my shoes within 4-5 business days.They said they would send me an email when the the shoes were sent. I never received any messages. I sent them multiple messages without any response. I have gave them a call with no response. They had no problem taking my money out of my bank but after that I have not received any kind of business. Order number: #AM-23691

  Business Response

  Date: 09/29/2022

  Our apologies for the delay in getting this shipment out and the slow customer service response. Our offices and warehouse were closed this week due to the Jewish holidays and then the hurricane. 

  This was shipped out today (09/29/2022) via *** tracking 1Z6A34530330692718
  

  Our best,

   

  Ace Marks Team