Complaints

This profile includes complaints for Oliver Cabell's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Oliver Cabell

  3340 Annapolis Ln N Ste B Plymouth, MN 55447

• 

  Oliver Cabell

  285 Lafayette St New York, NY 10012

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:07/16/2025

  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 ordered a pair of shoes in June of 2025. They stated that they were delivered on July 1st. I did not receive any shoes and let the company know that via email. They said they would look into it. ****** with the company gets back to me a day later stating asking if I checked with neighbor, etc. Advised I did and nothing still had been received. After going back and forth they stated that since I did not have shipping protection that nothing could be done, no refund, no looking into it from there end, no store credit I told them that this is terrible customer service and any company would offer to make there customer happy in some way. Now I am out $400 and shoes that I was expecting to receive in the mail.

  Business Response

  Date: 07/18/2025

  The item appears to have been delivered but not received. Situations like this are out of our control, which is why we offer shipping protection upon checkout, to ensure that if something does happen to the package, we'd be able to provide a replacement/refund to the customer. Since the customer did not include this with their purchase, sadly, the package is not covered thus we cannot provide any replacements. 

  Customer Answer

  Date: 07/18/2025

   I am rejecting this response because:
  
  I emailed and requested a refund since I did not receive the product. This is terrible customer service on their end.

   

  Business Response

  Date: 07/25/2025

  As stated before, the customer did not purchase any shipping protection for their order, thus making them ineligible for any reshipment or refunds. Unfortunately, these situations do happen to a few packages, in which we have no control over, as to why we encourage customers to purchase the protection via checkout. Granting a refund/reshipment would be unfair to all the customers who have purchased the service. 

• Initial Complaint

  Date:07/07/2025

  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.

  I purchased a pair of shoes and insoles from Oliver Cabell for $278.32, using a $20 discount code (Order #******). The shoes didnt fit and didnt match the online appearance, so I reached out to support to exchange them. I was told I could exchange the shoes for a different pair and that if the new pair was cheaper, the price difference would be refunded to my ******* no point was I informed that my original discount would be voided during the exchange. Had I known, I would not have returned them. Support originally denied that I used any discount, then admitted I had, and then stated that no discount codes can be honored on exchanges. I was also told that if I placed a new order myself using store credit, I would have to pay shipping againsomething I was told I wouldnt have to do.This is misleading. The entire exchange process was framed as keeping the same order and refunding the differencenot forcing me into a repurchase at full price while losing my *********** requesting that Oliver Cabell either:Apply the original $20 discount to the exchange or Refund the full price difference to my card as originally promised.This was a clear case of misrepresentation, and I acted in good faith based on their guidance.

  Business Response

  Date: 07/16/2025

  This has been escalated to our internal team and we'd like to let the ** can now apply the discount from their original order to a new one. An agent will reach out to them soon to help them out with the issue.

• Initial Complaint

  Date:04/10/2025

  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 a pair of Low Tigger sneakers on 2/22/25 and received a confirmation email for Order #****** and never received the sneakers that I paid for. Have a new order out #****** and the same thing is happening where I receive a confirmation of the order but then zero order status or delivery update. I have ordered from Oliver Cabell in the past and have had no problem it was only starting this year but would like to know what's going on.

  Business Response

  Date: 04/18/2025

  The Low 1 | Tigger is a presale style set to be shipped in May. The customer may request for updates or the cancelation of the order via live chat available on our website or customer support email.

• Initial Complaint

  Date:02/27/2025

  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.

  Placed an order thru online store of Oliver Cabell on December 5, 2024. When I placed the order, the sneakers were in stock. I made the payment and then after that, I received a confirmation that my order had been placed, but when I did not receive my order, I asked for an update and they stated that the sneakers were out of stock. On December 19, 2024, I placed an order for another pair of sneakers because the original ones I wanted were no longer available. It is now February 27 and I have yet to receive the sneakers. When I reach out to them and ask for updates, they do reply and state that theyre still working on the order. At this point, Im not sure what to do.

  Business Response

  Date: 03/07/2025

  We have received the ** for this style from our factory as of recently. The customer's order has already been sorted and shipped as of 03/06/25, and is currently out for delivery. They may track the order here: ******************************************************************************************************;

  Customer Answer

  Date: 03/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Yes, I did receive my order on March 7, 2025, which I appreciate.  But, why should they be off the hook just because they finally made the delivery.

  To reiterate, I made my original order on December 5th to which I received an email stating that my order was confirmed. My credit card was charged and I was awaiting information on a delivery date as this was a xmas present. 

  It was not until I reached out to them to check on the status of my order, did they make me aware that my order was on back order.  If there was no stock on this item, why was I not notified immediately upon placing my order.  Why was my credit card charged on a back stock item?   Regardless, I selected another pair of sneakers hoping, I would get them sooner.  That was not to be the case. I ordered a new pair of sneakers on December 19th and I constantly had to check in with them.  I want other customers to be aware that their order might take longer than they think and also communications with company are strictly via email as there is no number to call.  I have learned my ****** as far as ordering from these so called instagram stores. Never again.  I just want others to be aware of my negative experience.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/17/2025

  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.

  I filed a complaint already and this still has not been resolved. We purchased shoes, they were sent to us, we returned them the next day which is now weeks ago and still have no refund. The ** of customer success has stopped responding to emails. This has been the biggest headache trying to get our money back from shoes that we shipped back within one day of receipt. No one responds. No one helps. They just disappear. We just want a refund for the shoes we returned.

  Business Response

  Date: 01/22/2025

  The item the customer returned ******** was a replacement for their original order (******), which has an open chargeback. ******* takes away our ability to refund any order that has an open case/associated dispute, as to why nothing has been processed from our end. As mentioned in the previous response, in order for us to process it from our end, the chargeback has to be canceled. If not, the ** may continue communicating with their bank in regards to obtaining them.

• Initial Complaint

  Date:12/22/2024

  Type:Sales and Advertising 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 ordered shoes and retuned them. On 12/11/24, I get a email that my refund has been processed for $248.95. Instead - 20 cents was credited. I reach out via email. *** says: Thanks for checking in! We've received your returned order and we've gone ahead and issued the gift card. No. I reply that I want a refund. *** then offers an exchange. I say no. I want a refund! She then replies and says that part has been applied as store credit and part refunded (TWENTY CENTS). I reply / I want a full refund. Then *** emails that I have a store credit for $207.11. They keep refusing to refund my card. Instead - keep issuing a gift card. Then a week later - 20 cents was refunded to my card.

  Business Response

  Date: 12/27/2024

  The refund has already been processed as of 12/24/24. The reason they initially got sent a gift card was because that was the option they chose upon creating the return request themselves. The refund was eventually processed when they followed up they actually wanted a refund.

• Initial Complaint

  Date:09/19/2024

  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.

  I placed an order on 8/30/24 for a pair of shoes. The original shipping estimate for the shoes was 8 days. I received no emails saying the item would be delayed. I reached out to Oliver Cabell support via email, and received a response claiming the item was a pre-sell item, therefore wouldnt ship until the style dropped? The exact shoe is available thru other retailers for purchase, so it obviously is an item that has already been mass produced. I still have not received my item, nor received any further updates from Oliver Cabell. I wish I would have known about others similar experiences, and checked the BBB reviews and complaints before placing an order with this company. Buyers beware!

  Business Response

  Date: 09/27/2024

  Items go on presale on the online store regardless of whether it has been released before or not as we our factory is not based the ***, although our logistics company is. The ship date provided is the estimate of when they will arrive and start getting shipped to customers. The customer did not respond to the latest email when they were told of the ship date, nor have they specifically requested to cancel the order. There is now an outstanding chargeback, which means we can no longer refund the item from our end unless it gets canceled. In order to obtain the refund, it would be best for the customer to reach out to their bank.

• Initial Complaint

  Date:08/06/2024

  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.

  I purchased sneakers through olivercabell.com on May 8 2024. They charged my credit card $203. Several weeks later, I inquired about delivery and was told to expect the shoes in June. Countless emails back and forth, a false claim of a "partial refund" (never received) and I still have no sneakers on August 7, 2024. It was described as a shipping delay then an issue with materials. Either way - 12 weeks after the fact, I have no shoes and they have been terrible communicating around this issue. There is no phone number assoeciated with their account and they simply reply 'Sorry - we're working on it" or another subpar response.

  Business Response

  Date: 08/09/2024

  This order was originally supposed to be shipped in mid-to-late June but, unfortunately, circumstances beyond our control, such as cargo issues and production delays happened as to why the order still has not shipped yet. We have received the ** containing this style recently, and the customer's order is expected to ship by next week.

• Initial Complaint

  Date:06/30/2024

  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.

  - On 3/19/24 I ordered a pair of low 1 belmont shoes online from Oliver cabbells website for $257.04 - on 3/20 I received an email saying thank you for your pre-order (they didnt make it 100% clear that this was a pre-order vs an order) and when I asked when it would ship they said early April and that I would be on a priority list - 4/1 I emailed these ship yet and 4/2 received a response of sometime in the month of April- 4/9 I emailed again for an update and 4/10 received a response saying May and was told they had a supply shortage with raw materials (never was mentioned prior) and my order wasnt one of the shipped orders; $30 credited back; I asked specifically for info on shortage time, if they have another supplier and received no further info - 5/1 asked if it shipped; nothing - 5/2 emailed again; nothing - 5/15 emailed again; nothing - 5/22 emailed again; nothing - 5/24 broad Oliver Cabell blasted to prospective customers saying theyre being crafted and shipped soon; I tell them I may need to report them to BBB the way things are going; ***************************** responds saying the Red Sea crisis (which was in 2023) was the reason for the delay so the cargo shipment needs to be re-routed so itll be a June shipment to me; [shoe] is made and is already in transit, 101%. However, I just checked for newer updates and it seems that it may actually not arrive until late June to early July; they price matched to current discounted price - 6/18 broad email saying customs clearance delay; ***** side email says theyve been released by customs and will be shipped within 2 weeks - 6/27 I ask if they shipped - 6/28 timeline changed to mid to late July per *****; I ask for clear evidence of what is going on and get no answer - this company is lying and stealing customers money without fulfilling orders. They should be investigated to see how many other people theyre scamming and lying to. Horrible ESG and people in general

  Business Response

  Date: 07/05/2024

  We sincerely apologize for the multiple delays for this specific style. The delays have proven to be a challenge but we assure all our customers that the orders are legitimate and real, and that the customer is on our priority list to ensure they're the first to receive the item once our PO arrives. The customer may cancel if they wish, and we will refund them in full, or if they'd like they can also switch to a different style that is in stock and ready to ship. 

• Initial Complaint

  Date:05/21/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 purchased a pair of shoes in February that was listed as a pre-order that would be delivered by April (now in retrospect suspiciously outside the 60-day window for easy disputes on my credit card). All through February, March, and April the merchant sent me updates assuring me delivery in April. Once the 60-day window had passed they merchant stopped sending updates and did not respond to my inquiries including a request for a refund.

  Business Response

  Date: 05/29/2024

  There was an unfortunate delay in receiving the **** that contains this style, but the order has now been delivered to the customer as of 25th of May 2024. The response to the cx's chargeback has also been submitted. The customer must now continue working with their bank regarding the refund.

  Customer Answer

  Date: 05/29/2024

   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, and me alone.  I did in fact finally receive the shoes, which did not get shipped until *after* I filed the complaint.  Other customers might not be so lucky to realize this is an option, and frankly, shouldn't have to.    I think it's worth noting that there was a 10-day window where the business did not respond to my inquiries directly to them, and it was *only* because I elevated my case to the BBB, that the company decided to suddenly fill the order.  For that reason, I feel that the company at most gets upgraded to a two-star rating instead of my original one star.

  Thanks,

  ********************.