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:07/02/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 am filing this complaint regarding an unresolved issue with ************************** concerning a raffle order for the ************ Bondi 3 shoes on April 3rd, 2025. I was charged for three pairs of the same shoe after submitting my raffle entries within 3 hours of my submission. This was concerning because the raffle was not set to close until April 4th, 2025, at 9 a.m., and all winners were to be notified after the raffle closure. I contacted ************************** regarding my concerns within 24 hours, and I was told that the shoes had been shipped and they would accept two out of the three pairs of shoes. I was advised by Feature to reach out to them upon delivery so they could send those two return shipping labels. Upon delivery, I followed those instructions and requested the two labels. However, I was then told that only one pair could be returned, which directly contradicted the original communication I received. I was only provided one return label, and my subsequent attempts to resolve the discrepancy were ignored or dismissed by the customer service team. Additionally, I have documented evidence that my account was charged before the official closure of the raffle, which raises concerns about the transparency of the raffle process and whether it was properly randomized or potentially manipulated by representatives of the store. These actions suggest potentially deceptive or misleading business practices.I have made multiple good-faith efforts and provided ample time to resolve this issue directly with **************************, but have not received a meaningful response. As a result, I am submitting this formal complaint in hopes of reaching a fair resolution.I am requesting the following:************************** honors the original agreement by allowing the return of two pairs of the ************ Bondi 3 shoes.They provide a second return shipping label.They issue a full refund upon receipt of the second returned item.Thank you for any support.

• Initial Complaint

  Date:04/11/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 an article of clothing off line from this company and they had the wrong shipping address. Maybe 2 minutes after ordering, I reached out to update the address by email and a *** told me she had updated my address correctly. I went back to the order to see the update a day later and realized that the ***resentative updated my address incorrectly, the numerical portion of the address was wrong. I reached back out and they told me that IF the item returns they would resend it back out, however that was not any assurance or accountability for them making this error. I informed them that I never received the item and I was gonna reach out to my bank and the *** pretty much told me they couldnt help me anymore. This is by far the worst customer service in history. Now that my bank is trying to dispute the transaction, the company will not respond so I can get MY money back!

• Initial Complaint

  Date:04/04/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 Jan. 10 and on the 17th the carrier couldn't deliver due to a mixup in the address that they blame on me which I don't. Never received order and carrier sent it back but feature says they won't refund me due to their insurance saying it doesn't cover wrong addresses by customers even if they have the product back. I checked their terms and didn't see anything that says that. Bottom line is they took my money and kept the product most likely to resale.

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 clothing from ************************** for $835.71 on 1/1/25. My order was delivered to me via *** on 1/3/25. After receiving my order, I contacted ************************** customer service because the jacket I ordered was delivered with a broken zipper, and Feature provided a prepaid **** return label. The return was dropped off to **** on 1/13/25 and delivered to FEATURE RETURNS on 1/15/25. Since the return was delivered to Feature, its now been 49 days and the Merchant still hasnt issued a refund as promised. Ive contacted ************************** customer service multiple times through email and received the same copy and paste response multiple times,According to our system, a chargeback was opened by the customer. You will need to contact klarna or your bank for further assistance. Feature has provided no support after returning their damaged product and has ignored my last 2 emails having received no response in 3 weeks. This order was paid for with Klarna and was never disputed, this is false information and extremely disappointing customer service by **************************. As of 3/5/25, I am still making payments for this order that was returned back to the Merchant in January. 2 months later I dont have the product I paid for or my money back. ************************** attempted to steal $835 of my money and has lied about a dispute being opened and completely ignored my attempts to resolve this through email.

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 the Comme des Garcons SA210E-A Embossed Wallet - Red on 12/25/2024 for $150.50 + tax + shipping. I received the wallet 1/6/2025. When I opened the box, I noticed the design was different than the picture, so I emailed the team about receiving a replacement or refund. After multiple emails, Feature stated that they do not carry this product and no further action will be taken. I have been shopping with Feature for years, and most of the time they're great, and I was planning on purchasing more items in the future. However, maybe the Christmas sale used inexperienced employees to pack the boxes as each product came in it's own box (usually an order of three items should come in one box), and one of the sunglasses were worn and dirty - Feature did provide a discount due to the condition of the sunglasses, and lastly I received the wrong wallet - even the product code on the box received shows SA210EC-A but I ordered SA210E-A (this code does not have the letter C and picture included in the attachments below). The shipper might have messed up and put the wrong wallet in the box. All I want is the wallet I ordered or a refund. The other attachments are the receipt, the initial email sent about the wallet, and the last email I sent with Feature stating they will take no further action or take responsibility for sending the wrong product ordered.

• Initial Complaint

  Date:01/05/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 12/10/24 as per the attached confirmation. Their shipping policy states orders should be received within 10 days and as per the original confirmation this order should have arrived to my home on 12/19/24. The order arrived after Christmas a week later on 12/26/24. Their return policy states orders can be returned within 14 days of the order, however, I only received this order 16 days after order date. When I contacted customer service to start a return they are stating this item was final sale, however, this item was NOT marked final sale when I purchased it. Additionally, neither on the product description, during final checkout or on my order confirmation was it ever stated this order was final sale. I need to return this item and be issued a refund.

• Initial Complaint

  Date:08/20/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 sneakers for my Grandson who is returning to school this Fall. This Company "Feature" sent me an email informing me that my order was being processed; but the size showing on their order was incorrect. I informed them of the error, via email and they in turn informed me that they did not have the shoe in the size ordered, and that the shoe I ordered was on sale and could not be returned. I find this to be a travesty in business practice in their part, especially with the cost of the shoe exceeding ******.So, they want to force me to pay for an item I cannot use. Please advise.

• Initial Complaint

  Date:07/30/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 am writing to file a complaint against Feature regarding my recent order #*******. Despite several attempts to resolve this issue with the company, I have been unsuccessful.On June 28th 2024, I ordered three pairs of sneakers from Feature: ****** 5 Olive, ****** 1 Ivory, and ****** 1 Denim (Summit White). When I received the package on July 10th, only the ****** 5 Olive and ****** 1 Ivory were included. The ****** 1 Denim was missing.I contacted Feature customer support on July 13, 2024, to report the missing item. Despite providing all requested information, including photos of the package and its contents, Feature insisted that all items were shipped and refused to acknowledge the missing item.Additionally, when I asked to return the remaining items due to this issue, I was told all sales were final. This policy was not disclosed at the time of purchase.Here are the key points of my interaction with Feature:Initial Report: On July 13, 2024, I reported the missing ****** 1 Denim sneakers.Repeated Denial: Despite evidence and clear communication, Feature maintained all items were shipped and refused to resolve the issue.Request to Return Items: On July 26, 2024, I requested to return the remaining items due to dissatisfaction and the unresolved issue, which was denied based on an undisclosed final sale policy. I have also initiated a dispute with my credit card company, ***************** However, I need BBBs help to resolve this matter and prevent similar issues for other consumers.I request that Feature either provide the missing ****** 1 Denim sneakers or issue a refund for the missing item. Additionally, I believe I should be allowed to return the remaining items for a full refund due to the misleading final sale policy and poor customer service.Thank you for your assistance.

  Customer Answer

  Date: 08/06/2024

  The bank has temporarily refunded the amount while we wait for a response from feature. I attached a screenshot of the email.

  Customer Answer

  Date: 08/21/2024

  Unfortunately, the company hasn't reached out back to me at all. They also haven't responded to my credit card company reversing the purchase in my favor either.

• Initial Complaint

  Date:06/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 shoes from this company that do not have a return policy unless they are damaged. The shoes were clearly damaged and defective and they said they werent.

• Initial Complaint

  Date:05/13/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 April 27, 2024 I paid $435.58 for 2 pairs of shoes and expedited shipping. The merchant were suppose to provide **** brand shoes ************* and zoom vomero 5). Also my order was supposed to be delivered the next business day, instead it arrived four business days later. My order number is F-*******. My dispute is in regards to receiving the wrong item as well as the late delivery of said order. The merchant has been reluctant to assist myself as well as take responsibility for such negligence. The merchant stated my order was correct and contained 2 pairs of shoes, such information is inaccurate. The package received only contained one pair of shoes and only being able to contain one pair of shoes. I provided images to the merchant showing the shipping label, the dimensions, and its content (**** dunks low). I would appreciate your assistance due to the merchant being unwilling to right a wrong.