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Business Profile

Retail Shoes

Fila USA Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

Customer Complaints Summary

  • 172 total complaints in the last 3 years.
  • 8 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:05/20/2025

    Type:Delivery 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.
    On March25 ************************* ************************** for $309.00 dollarsI never received my order. Since then i been trying to get my money back with no luck. They been treating me with no courtesy, no respect for my loss and my money. I just a working class woman and i work very hard for my money. Thank you for your help

    Business Response

    Date: 05/21/2025

    Hi Maileny,

    We apologize for the trouble. We are looking into this with our team ASAP.

    Thank you,

    Fila Customer Service

  • Initial Complaint

    Date:03/19/2025

    Type:Delivery 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 ordered items from ************************** and items were supposed to be delivered to my apartment unit door number 4D. Instead the items were left out in the street in front ofthe apartment building as evidenced by a photo that the delivery person took. A pass by stole the package and I received nothing I have since been trying to recoup my losses and Ive gotten nowhere with Fila although they have claimed that they are sending me a gift in the full amount which I have never received in my email as they had promised.

    Business Response

    Date: 03/26/2025

    Hi,

    My sincere apologies for the delayed response. I did not receive the initial notification. I will review with my team ASAP.

    Thank you,

    Fila Customer Service

  • Initial Complaint

    Date:01/07/2025

    Type:Product 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.
    To Whom It May Concern at the Better Business Bureau,I am filing this complaint against FILA due to their failure to process refunds for products I returned and their lack of response to multiple inquiries. Below are the details of the issue:I returned four pairs of shoes to FILA using ****** with tracking numbers confirming delivery as follows:Tracking Number: *************** (Delivered on 12/11/2024)Tracking Number: *************** (Delivered on 12/11/2024)Tracking Number: *************** (Delivered on 12/16/2024)Tracking Number: *************** (Delivered on 12/16/2024)Despite all four pairs being received by FILA within their stated return timeframe, I have only been refunded for one pair of shoes. I have contacted FILA customer service multiple times to resolve this issue, but I have not received any response.This lack of communication and failure to process the refunds as per their stated return policy is unacceptable. It gives the impression of dishonesty and disregard for customer rights. As a loyal customer, I am disappointed and frustrated by FILA's lack of professionalism and accountability.I am seeking the BBB's assistance in resolving this matter by ensuring FILA refunds me for the remaining three pairs of shoes and improves their customer service practices. I am attaching all relevant documentation, including ***** tracking confirmations, proof of delivery, and my communications with FILA, to support my claim.Thank you for your help in addressing this issue promptly.Sincerely,Cui Fu.

    Business Response

    Date: 01/07/2025

    Hello,

    I am following up with our team and will provide an update as soon as possible.

    Thank you!

    Fila Customer Service 

  • Initial Complaint

    Date:01/03/2025

    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.
    On 12/07/24 I placed an order for Fila womans sneakers 7 1/2 , Ordsr #******** for $42.00. I paid using my ********** ending in 9105. The order was delivered on 12/11/24 by ***** in plastic bag. After opening the plastic bag, then shoe box containing the sneakers, I noticed one new Fila sneaker I ordered size 7 1/2 and another, a white, low top converse sneaker, looked worn or faded. I sent an email on 12/11/24 then again on 12/12/24 to the company, through there website about this, asking for a return label and a refund. By later on , around 8:30 am after not receiving any response, I sent a 3rd email though another method. Finally on 12/13/24 @ 2:46 pm EST I received an email from ************************** apologizing for the order, asking for any pics I can send to them for an early refund an an attached return label. Item was mail back on 12/14/24 and company received the return on Tuesday, 12/17/24 @ 1:42 pm. Since I have already sent a response email back with requested pics of items I received, sent 3 emails and the item was delivered back to **************************, I still have not received my refund to my credit card of $42.00. I sent another email on 12/21/24 @ 1:13 am I sent another email to ************************** @ email address ********************************** and made another complaint, letting them know I have returned there order, received proof of delivery back in ********* tracking and asking again, to refund my credit card as of today, 12/21/24 I still have not received a credit of $42.00 back to my credit card. If this refund is not expedited immediately, I will file a complaint with the ******************************.

    Business Response

    Date: 01/03/2025

    Hello,

    I'm revieiwng this issue with my team and will provide an update ASAP.

    Thank you,

    Fila Customer Service

    Customer Answer

    Date: 01/03/2025

     
    Complaint: 22717331

    I am rejecting this response because:

    The provided information, sales receipt, pictures of item delivery as per company request and proof of delivery back and return to the merchant was provided as of 12/14/24.  This delay of refund to my credit card that has still not been received to date is inexcusable, unethical and just bad business practices.   This refund should have been completed in a timely manner.  The idea of the company acknowledging my complaint, sending me a return label an asking for pictures of this item which I immediately provided with a message of letting them know when the return is received, so they can expedite refund but did refund is unacceptable.  Ive been filling complaints with my credit card. the department of consumer affairs and even had my attorney file a formal notice of representation and demand for resolution could have been avoided if this company did the ethical thing and refund my credit card as promised.  Having to file a formal complaint with the BBB and getting my attorney involved was totally unnecessary and just poor business practices.   This response by the company that they will check with there team is so appalling and unprofessional, especially after several attempts in emails and complaints, only after I have a attorney dictate a letter of resignation, do I receive a response like this is just outrageous.  Poor customer support, bad business practices.    I will move forward, allowing my attorney file the appropriate documents and complaint in small claims court.    I ask the BBB to mark this business as poor consumer rating 

    Sincerely,

    **** ********- **********

    Customer Answer

    Date: 01/03/2025

    I have already received this message and responded accordingly.  

    thank you!

     

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

    Customer Answer

    Date: 01/03/2025

    Ive received this same email three times. The 1st one I did already responded as not acceptable for reasons stated in that response to the BBB.   I believe this email is being sent three separate times by mistake.  Please check 1st send BBB notification and my response back to the business initially responded.  I responded, not acceptable, poor business practices, poor consumer service and unnecessary delays in responding.  Having to hire an attorney and file a motion of representation and resolution on my behalf for $42 is just outrageous but I will not be intimidated or ignored , being denied a refund after returning the companys  product and company ignored my emails for refund is unacceptable, unethical and extremely poor business practices.  Again, I ask the BBB to rate this company as poor consumer services and resolution to complaint also poor response and resolution by the company 

    Business Response

    Date: 01/06/2025

    Hi ****,

    Our team has issue a refund of $42 for your order (refund transaction ID ***********************. You should see the funds posted to your account within 2-5 business days. The team also provided a 20% discount code for any future order that is placed (GR20-ZAAOM555LK).

    Thank you and apologies for inconvenience!

    Fila Customer Service

    Customer Answer

    Date: 01/06/2025

     
    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,

    **** ********- **********

  • Initial Complaint

    Date:12/20/2024

    Type:Delivery 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 a jogging suit, ORDER NUMBER: ******** on ************************** on November 30, 2024. They emailed when they shipped by ***** on December 2nd, Tracking #************. Ive been waiting for the package that ***** has since December 2 and its out for delivery daily and by end of each day they reschedule. By checking the tracking you can see how long this is going on. FILA refuses to cancel my order and refund it because ***** has possession of the package. *** contacted both companies to no *****. I am a senior and live on a limited budget and cant waste money.Thank you for any assistance you can provide.

    Business Response

    Date: 12/27/2024

    Hello,

    I apologize that you still haven't recieved your package. I am reviewing this with my team and will get back to you as soon as possible.

    Thank you,

    Fila Customer Service

    Customer Answer

    Date: 01/07/2025

    Would just like to thank you for your help in getting my refund!

  • Initial Complaint

    Date:12/02/2024

    Type:Sales and Advertising 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.
    Fila is scamming customers they have work shoes on their site 70% off if anybody tries to purchase this site they cancel your order and they tie up your money for 7 to 10 to 15 days I purchased the shoes on Wednesday November 20th 2024 time 8:48 p.m. within 30 to 40 minutes feel like canceled the order I called the company the next day the manager said that if the whole would drop off my bank account within 24 hours nothing happened call back again now the manager saying 7 to 10 days for the whole to drop I called my bank my bank says that they can't do anything while Fila still has a hold on the funds I feel like they're scamming people for their money and holding people's money refusing to return their money I returned to the website the next day to try to purchase the same shoes in the order was about to go through again call the company they said that they're trying to update their website but still no refund of my money spoke to the manager again she still saying to allow more time for a pending transaction that they could cancel and try to get my funds back to my account was unsuccessful I'm following this complaint because it seems like the associates and management is taking pride to give their names but won't help customers and getting a different product or reimbursing the customer faster or just simply unfreezing a customer's money this is unfair to me as a customer I'm unable to buy work shoes I'm able to I'm able to get a manager's name but no response on why it's taking so long to unfreeze much funds call it again manages offered me a 20% coupon to buy more items that's going to tie up more time with my money this is got to stop taking customers money refusing to give it back for 7 to 15 days pending unacceptable

    Customer Answer

    Date: 12/03/2024

    After I sent them any emails showing that I filed a complaint they released my funds back to my account they canceled the pending hold that was on my account for the longest time

  • Initial Complaint

    Date:10/28/2024

    Type:Product 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 2 pairs of Fila track pants on 10/19/24 online, and received them today, 10/25/24. They are way too large, I cant wear them. I wanted to return them and get the correct size but because they are final sale items I cant. This is very upsetting to me. They are brand new, still in original wrapping, with tags on, never worn. Im sure they would be able to sell them to someone else who they will fit. I paid a lot of money for pants I cant wear. $37.50 $40.00 $77.50 $ 7.36 tax $84.86 Im writing this to warn other customers that if they purchase final sale items, please make sure they fit, because you wont be allowed to return them. I feel this policy is bad business, I checked on their sizing chart before I ordered the pants, but apparently the sizes are not correct for everyone. They sure arent for me. So beware of buying final sale items. I know I never will again. I sent a letter to their customer service today, but I dont expect any change in their response.

    Customer Answer

    Date: 10/28/2024

    I have received email from Fila saying that I can return the pants for a gift card,for the amount of the pants, to spend on their website. I am happy with this outcome. Thank you. No further complaint from me if they follow through. I will be returning the pants tomorrow October *******. Thank you for your help. 

    Business Response

    Date: 10/31/2024

    Hi Mrs. ************** are reviewing your issue internally. A team member will be in touch with you shortly!

    Thank you!

    Fila Customer Service 

    Customer Answer

    Date: 10/31/2024

    Hello *******,

    I am waiting to see if they give me a gift card. I mailed back the items, 2pairs of track pants, on 10/29/2024. They said it would take 7-21 days after they receive the pants, making sure theyve never been worn, etc, to issue me the gift card. I will let you know if they keep their promise. 
    thank you, 

    ****** ****

  • Initial Complaint

    Date:10/17/2024

    Type:Sales and Advertising 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.
    The product did not stand by the guarantee. The claim was it was comfortable as well as safe( these were slip proof work shoes). This was far from the truth. I just want to be made whole. The product was $30.00.

    Customer Answer

    Date: 10/17/2024

    The company did not stand by there product. It's that simple. In the advertisement...it claimed safety as well as comfort (this was a work shoe). However,  this was far from the truth.  These shoes caused my great pain. They made my feet hurt so bad that I cried! I have a pretty strong threshold for pain too. These were 30 dollar shoes. I haven't got that kind of money.  I didn't really have it to give but..I splurged because I had there word that they were comfortable. When I contacted the company..they refused to make it right. 

    Business Response

    Date: 10/22/2024

    Hi Mrs. ***************** apologize for the experience that you've had. We are happy to send a replacement if there is a style on our website that you are interested in. 

    Thank you,

    Fila Customer Service

  • Initial Complaint

    Date:06/27/2024

    Type:Customer Service 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.
    Order Number: ******** Order Placed: May 26, 2024 DELIVERY ADDRESS ****** ******* ****************************************** DISRUPTOR II PREMIUM Product #: 5VF80170-100-5.5 I ordered shoe size 5.5 and they sent me the wrong size. I e-mailed them twice so I can return them and both times they have asked to sent them a photo of the error. I did but they never respond back or they do not send me label to return the shoes. I would like to return the shoes and get a refund of my money.

    Business Response

    Date: 07/03/2024

    Hello!

    We are looking into this with our team and will get back to you as soon as possible.

    Thank you!

    Fila Customer Service

    Business Response

    Date: 07/10/2024

    Hi!

    I have a team member that will be reaching out to Ms. ******* today.

    Thank you!

    Lauren 

    Customer Answer

    Date: 07/11/2024

     
    Complaint: 21908682

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:04/23/2024

    Type:Product 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've purchased in the past without an issue,but my last transaction was claimed delivered but I never *********** wife's birthday gift never arrived.

    Customer Answer

    Date: 04/24/2024

    I live in an 2 family home.I remember when it was said delivery but no package was there.I was supposed to sign for ***** was a cold rainy day.Package never arrived.

    Business Response

    Date: 04/26/2024

    Hello Mr. ************* member of our team will be reaching out to you to discuss shortly!

    Thank you!

     

Fila USA Inc is NOT a BBB Accredited Business.

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