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Business Profile

Shoes

Earth Shoes

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Shoes.

Complaints

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

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Earth Shoes has 2 locations, listed below.

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    • Earth Shoes

      720 University Ave Norwood, MA 02062-2662

    • Earth Shoes

      41 Seyon Street Suite 400 Waltham, MA 02453-8346

    Customer Complaints Summary

    • 31 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/30/2025

      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 2 pairs of shoes on their website. They arrived and both are too large, I am unable to return them since on their website it shows that one didn't ship (error) so I cannot choose it to return. On their website I submitted an issue ticket and received a ticket number and no one has contacted me about this. They have no phone number for customer service. I also tried emailing them via the email on their site and it came back as a non working email. This is horrible customer service and I need to return these shoes! I will never order from this company ever again. I even contacted them via FB and so far have not gotten any help or replies.

    • Initial Complaint

      Date:05/17/2025

      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.
      May 1st 2025 I received the order of three pairs of shoes and one pair is too large.I've emailed them so many times but get no response. When I try to start the return this is order number but they say that it can't be found.

    • Initial Complaint

      Date:02/04/2025

      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.
      My order was a week to receive, when I opened up the box there were 2 Nine West boxes of black boots instead of my Earth Clogs and Earth loafers. The packing slip with my order was correct. I called customer service THURSDAY AFTERNOON when I received this shipment to complain about this and discussed they should send my CORRECT order overnight. They said they couldnt do that but it was decided they could send expedited shipping. A price was never discussed with me because I said they needed to make it right and nothing more was discussed. My shoes arrived MONDAY. The loafers were as hard as wood and the clogs were very oversized. I placed a return. They credited my order MINUS $32.95 expedited shipping for THEIR ORIGINAL MISTAKE!!!! Is that good customer service, I should say not. I WOULD NEVER USE THIS COMPANY AGAIN!!! Credit Card charge disputed entered as well!!!

      Customer Answer

      Date: 02/14/2025

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

    • Initial Complaint

      Date:11/26/2024

      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.
      My order: one pair of gray wool shoes were to arrive today. Instead I received 17 pairs of cheap plastic shoes all inside one big heavy large box dropped off by the *** delivery. I called the store and requested a pick up. They said I would need to take it to the mail. I said I can not do that. They can have *** pick up the box. The box is too big and heavy The *** man rolled the box in on a dolly. and furthermore I do not have time. This is their responsibility. They also stated they do not know where my order is. I requested a refund to my card as I wish to return my order they lost and I did not receive . I should not be held responsible for their mistake and the quality of the 17 plastic shoes received are such poor quality that I do not trust this business. I asked them to refund my credit card. They have not refunded my card.

      Customer Answer

      Date: 12/06/2024

      I have not heard from the business in response to my complaint. In fact they told me to return the 17 pairs of shoes at my expense. And to this date today I have not received my order of one pair of shoes. I called my credit card company and they refunded my card. 

    • Initial Complaint

      Date:11/11/2024

      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 am trying to ship shoes back and get a refund. I ordered the shoes September 4 and I they were to big. I had to leave town to go see new grandson so it is over the 30 days. I called in the they said I would get gift card because over 30 days. I said fine. They said I would be emailed a label. Waited and waited no label. Called back and ****** said no return was started. WOW I ask to talk to the supervisor and got ***** out of *******. He said I would need to take pics and send in. WOW new story. He tried to email me but I never received. Then he hung up, I know you have a email issue because on the order they say of you have questions to reply to to this email ****************************************** This is email is invalid. I need my money back.

      Customer Answer

      Date: 11/24/2024

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

    • Initial Complaint

      Date:09/23/2024

      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 started receiving emails from this company I have never heard of a few months ago including orders for shoes I never made. I had never heard of Earth Shoes. This is my name and my email address but not my shipping or billing. I live in ** and do not live in ****. I contacted them and spoke to two people. One I couldnt even hear because kids were crying and talking to her in the background. The second said she would resolve it and I would not receive any more emails. They emailed me this as well. However, this week I received another email of an order. Both times there were returns. This seems like a scam or something. And they never took my email address out of their system or changed the email address for the other customer. I want to make sure my information is secure and told them I would contact BBB because they would not resolve this. Thank you.

      Customer Answer

      Date: 10/07/2024

      I have not heard from the business in response to my complaint.  They originally told me they took my email out of their system. They have not, nor have they responded. That is why I contacted BBB. The person ordering and returning shoes is not me.  They have not contacted me since, nor resolved the issues as I still receive emails with this persons personal information, including last four of credit card, shipping and billing addresses, return labels, order numbers and information, etc. 

    • Initial Complaint

      Date:06/19/2024

      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 from Earth shoes and they are too tight. I want to return them and get a refund. A size larger will make my feet look huge! I can't seem to find an address or directions as to how to make a return. No response from an email that I sent to ******************************************

    • Initial Complaint

      Date:05/14/2024

      Type:Delivery 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 2 pairs of sandals on May 5, 2024 for a total price of $96.60. The Earth shoes website clearly states that "ALL ORDERS OVER $50 in Contiguous *************: 5-7 ************ Ground Shipping-FREE". When I did not receive an email that the order had been shipped on the seventh day, I logged in to check the status of the order. The website shows it was still being processed. So I contacted the company through email and asked that the order be canceled because they were unable to meet the expectations of their shipping policy as stated on their website. I received a response two days later. The company states that the order cannot be canceled and that if the order status has not changed by 5/24/24 then they can refund me. I emailed the company back with a picture of their shipping policy and a picture of my order that still has not finished processing 9 days later. I requested the order be canceled again. All I want at this point is for the company to cancel my order. I did read the reviews on the ******** page yesterday, 5/13/24. There are NUMEROUS complaints about the exactly same issue I am having. Some of the comments state that the shoes didn't come for months after the order. I want the company to cancel my order. It has not been shipped so that should be possible.

      Customer Answer

      Date: 05/25/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

    • Initial Complaint

      Date:04/17/2024

      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 ordered a pair of boots February 29th, received them March 11th and by March 20th the heels were falling apart. I contacted the company for a refund or exchange they refused on the basis I'd worn them. This is unacceptable customer service and a TERRIBLE product. I want my money back or a new pair of boots. I don't think this is unreasonable. What kind of company doesn't stand behind their products if they're FALLING APART after being worn for less than TWO WEEKS?!

      Customer Answer

      Date: 04/27/2024

      I have not heard from the business in response to my complaint. It took me over a month to get help from them before I filled this complaint. THEY TOOK so much time getting back to me then claimed I was outside the 30 day return window. It's a horrible company who sells junk at high $$$$ and don't stand behind their products. 

    • Initial Complaint

      Date:02/06/2024

      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 received my order today from Earth Shoes.com and they sent me the wrong size, women's size 5 when I wear a size 10. I tired to return and get a label, as per the online instructions, but it kept wanting me to order something else and wouldn't allow me to get past that without ordering. It directs you to go through Happy Returns. This is not "Happy" and I'm not sure why it's such a challenge to return directly to the company. Normally I order everything through Amazon and it's always an easy return process. I won't be ordering directly from Earth Shoes again. I would like a full refund but no one could help me. Order number RT-******

      Customer Answer

      Date: 02/17/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

    Earth Shoes is NOT a BBB Accredited Business.

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