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Business Profile

Online Retailer

Kate Whitcomb

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 7 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:06/18/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Order placed April 13, 2025 Order still not received Asked for an update, no response Asked for a refund, no response Bought for my wedding events and they will not arrive in time for events

    Customer Answer

    Date: 06/29/2025

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:06/12/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    These shoes were on march 29, 2025. On April 10, 2925 (clearly within their 45 day return window) I submitted a return request. I received an email confirming Imthat I submitted a return request and they gave me reference number RMA# IT9OWJ37. It states th following: Your return request RMA# IT9OWJ37 for Order #***** has been submitted successfully. We will be sending out another email with further instructions as soon as we review your request.If you have any questions, contact us at: ********************************** Kate Whitcomb ShoesI have sent multiple emails asking for a follow up. No response. It is now June 12 and I still have not been able to return the shoes. Never been worn.

  • Initial Complaint

    Date:06/03/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Bought Shoes April 26 2025 Received shoes May 1 2025 Requested return May 2nd 2025 through website customer service due to the shoes not fitting.Received Return request confirmation email May 6th 2025 from customer service. Email states "We will be sending out another email with further instructions as soon as we review your request. "Got no response for two weeks.May 22nd request customer service to process my return so I can buy the right size shoes from them.June 3rd reach out again to request refund.June 3rd visit their socials to see many other customers are having issues with ********************** and getting returns or getting orders fulfilled. June 3rd file BBB complaint.Seeking refund OR the shoes in the correct size (7.5) but would prefer a refund.

    Customer Answer

    Date: 06/13/2025

    I have not heard from the business in response to my complaint. I last emailed them 6/3/2025

  • Initial Complaint

    Date:05/09/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 wedding shoes, neither of which arrived in time. One pair still hasnt shipped. I have tried multiple times to contact the vendor to return the shoes I received (as they arrived too late) and to cancel the ones that have not shipped yet. I have had no response on either. For the return, I went through the companys return portal and received an automated email saying my request was received and they will let me know when processed to provide a shipping label but I have received no follow up email with a shipping label after a week. I have not even opened the shoes since they came too late to use and I had to buy other shoes All I want is to return these and ideally cancel the other order so I do not incur additional shipping cost but I cannot get anyone to respond to me.

    Customer Answer

    Date: 05/20/2025

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:03/27/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Unworn shoes returned and confirmed as returned by postal service tracking more than 30 days ago. Return was initiated within 3 days of package being received. Required pictures of 2 pairs of shoes were provided, as required prior to return information being provided to me. Refund has not been provided nor has correspondence from Kate Whitcomb stated refund will be made. Email contact has been sent to the vendor twice weekly, with no satisfaction at this time v

    Customer Answer

    Date: 04/06/2025

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:02/04/2025

    Type:Product Issues
    Status:
    Unanswered
    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 pair of shoes on 1/12/2025, I received them in the mail on 1/17/2025. I tried them on the day I received them and they are too small therefore, I submitted a request for a return, RMA# MPEV1ABH. The return policy: *Within 45 days from the day they ship out from our warehouse.*For domestic orders, you can start your return and receive a return label in our Return Section. If you choose to use our domestic return label, the Pre-paid return label fee is $10 *Currently, we are unable to provide a return label for international orders. However, we would be happy to process the refund as soon as we receive the item. I have reached out to their customer support email 3 times and posted on their Instagram account where they have been active, however, I have not received a response. It has been stressful attempting to receive the refund for these very expensive wedding shoes and has been very difficult to contact someone, especially since there is no phone number. The customer support is unresponsive and it appears that they are also unresponsive to all complaints here too. I do not anticipate hearing back but to resolve this issue I am asking for a FULL REFUND. I am a customer trying to follow the polices and procedures posted on your website, this is unacceptable or possibly a way to scam the Brides to be.

  • Initial Complaint

    Date:04/09/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 still waiting on a refund for a pair of shoes that I purchased. I have reached out to their customer support team 3 times and have not received a response. I am just asking to be communicated with and am starting to feel like this is a scam. All I wanted in the beginning was to exchange my shoes for a different size and type, I was told they don't do exchanges so that's fine I returned them so I can buy a new pair. The whole process has been stressful and it's been very hard to contact someone. I just want my money back at this point. I was so excited for these shoes that are supposed to be my wedding shoes, but it shouldn't be this hard to accommodate my request. I am trying to give you my money and get a product from you that I likely would've been able to share with others and promote the company. It is very unfortunate and upsetting that you have a support team that is not handled better.

  • Initial Complaint

    Date:12/16/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    8/24/22: ORDER #***** 8/20/22: ORDER #***** Both orders returned 9/9/2022. Both shoes were never worn. On Dec. 1, 2022 after almost 3 months of generic responses the following email was sent: Hi ****,Hope you are well.Our apologies - we are experiencing short staffing like many companies which are causing delays.??Unfortunately, at this stage, with chargebacks opened for your returns, we are unable to process a refund for the orders directly on our end. It will have to go through the regular banking process for disputes as the funds have already been put on hold by your banking institution. ??If you go ahead and cancel the disputes with your bank, we would be able to process your refunds on our end immediately.Please let us know, thank you very much! ??On Dec. 13 2022 ********* alerted that the request had been denied as the 'shoes looked worn.' The shoes were never tried on. No proof of damage has been offered and the shoes were not sent back to the buyer.

  • Initial Complaint

    Date:10/25/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    In September I purchased 3 pairs of shoes totaling $565 for my daughter for her wedding. The style of the shoe was not exactly as expected and never tried on. I immediately requested a return via the company website following the exact instructions they provided. The return number is RMA#PA1TJT7Y. I used their return label and returned them on September 11, 2022. After about 2 weeks I inquired via their email address on the status of the returned merchandise only to be told that it takes time. I followed up again after another week and was told the same thing and they provided me reasons why my return may be delayed, pandemic, not yet received at warehouse, returned outside of return window or merchandise was damaged. None of those reasons applied as the shoes were returned unworn, not even tried on in exactly the same fashion which I received them, using their own shipping return label. I then tracked the package and come to find out it was received at their warehouse on September 14th. I emailed them again, no response. I then filed a claim with my credit card, which is still pending. I emailed them again, and again no response. There is no way to contact this business by phone. This is nearly $600 worth of merchandise they are not refunding me for and something must be done so this business cannot continue to do this to unsuspecting brides when they are planning the most important day of their lives.

    Customer Answer

    Date: 11/06/2022

    I have not heard from the business in response to my complaint. I have reached out to them again via email and they remain completely unresponsive. There is no telephone number available to try and contact them by phone so email is my only option .

    My bank has provide me with a temporary credit while they are investigating with the merchant however I am fearful they will encounter the same issue as with you and me and not response.

    Something must be done to prevent this business from doing this to others. 

  • Initial Complaint

    Date:08/28/2022

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 shoes on May 30, 2022 for $185. The shoes did not fit and I requested a return. I sent back the shoes and saw they were delivered back to the company. I waited about a week before emailing the company about finding out where my refund was. I was met with due to covid it is taking them longer than expected for refunds and to wait 10 days. After 10 days I filed a chargeback with my bank in which this company then lied to my bank and said that I sent back dirty shoes. I found out much to late that this company scams other and I took pictures of my shoes before sending them back. The shoes were sent back in the same condition. After emailing the company, they said they would refund my money immediately if I canceled the claim. That was another lie as they still have not refunded me and its now almost the end of August. I need my money back plus interest.

Kate Whitcomb is NOT a BBB Accredited Business.

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