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Business Profile

Retail Shoes

Schutz

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 6 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:06/09/2025

    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.
    Purchase a pair of shoes online 5/27/25 from Schutz. When they finally arrived they were too big. I followed their process to return and should have received a code to return them at a designated drop off location. I have sent multiple emails and attempted to call or chat and have been unable to get a response. I want a code to return the item and a refund.

    Customer Answer

    Date: 06/09/2025

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:02/11/2025

    Type:Service or Repair 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.
    In November during the big sale for Thanksgiving I purchased a pair of shoes online. The order number is *******. The date of purchase was 11/25/24. I have not received my order. I have reached out to the company multiple times. Left emails with the company. *** called its main retail store. And I have not received a call back. Last week I called the Miami retail store and someone said they would have a manager call me back and no one did. I would like my product or a refund. I dont appreciate purchasing something and not receiving it. I have reached out so many times to this company and no one has ever returned anything to me.

    Business Response

    Date: 02/18/2025

    Hi **********! We hope you are doing great.

    We sincerely apologize for this situation. It is not the experience we would like you to have with SCHUTZ.

    Based on your tracking number, we noticed that your order had not been sent. We contacted our warehouse and had an issue with the unit that would've been shipped out. We are very sorry for not communicating this earlier with you. 

    Please note that we refunded your order on February 18th, 2025, to your original payment method. The *** reference for your bank is not yet available, but in around 3 business days, we will have that in case you need it. 

    As an apology, please accept the code ****************** *or 20% off your next purchase with SCHUTZ. We would love to make things right this time!

    Thank you for being so patient, and once again, we are sorry.

    With kind regards, 
    SCHUTZ TEAM

  • Initial Complaint

    Date:11/25/2024

    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.
    On October 23, 2024, I placed an online order with this merchant for a pair of shoes. The shoes were cut significantly larger than the size they were advertised, and the merchants website did not advise consumers to size down as a result of the discrepancy. I contacted the merchant to request an exchange, as the shoes were purchased for a specific event. The merchant replied that they were unable to process an exchange in time enough for my event, so I requested a customer service exception to process a refund. Over a period of weeks, the merchant stated they would provide an exchange only (which was unhelpful, as the event for which the shoes were purchased had passed). Ultimately, they offered a store credit for the shoes. Based upon my customer service experience, coupled with the fact that it took me weeks of repeated outreach for anyone to offer me anything close to a solution in this matter, I declined to conduct any further business with the merchant and refused a store credit, continuing to request a refund. The merchandise has been returned to the merchant and they have acknowledged receipt, but will still not issue a refund to me. This entire matter could have been avoided if the sizing of the shoes was accurately represented on the website.

    Customer Answer

    Date: 12/20/2024

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Schutz has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

  • Initial Complaint

    Date:05/09/2024

    Type:Service or Repair 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 pair of boots from Schutz website that were not considered final sale. The following week the same item was further discounted from my initial purchase price and newly marked final sale on the site. I called the customer service number and was told that I could exchange the items through the website, however the option to exchange is actually not available on the site. I have not received a response to my emails nor is anyone available to answer phone called though hours of operation is listed as 9a-6p ET. This entire process is deceitful and frustrating.

    Business Response

    Date: 05/28/2024

    Hi *******! We hope you are doing well. 

    We reviewed your case on BBB, and we sincerely apologize for all the inconvenience. We noticed you reached out to ******** Services to understand the situation with your order and did not get a satisfactory response. However, we want to ensure that is not the experience we want you, or any customer, to have with our company's helpline, and that does not reflect the quality of the services provided to you. 

    According to our system, you were able to return your item for a refund, and the amount refunded went back to your original payment method on May 13th. 

    We appreciate your patience throughout this process, and again, we apologize for this situation.

    Best regards,

    *********************,
    CS Analyst
    SCHUTZ TEAM

  • Initial Complaint

    Date:04/05/2024

    Type:Service or Repair 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 a pair of shoes a month ago from this company and sent back for an exchange order on March 12,2024. After waiting ten days I have contacted them at least five times to see where my new pair of shoes are and have not gotten a solid reply on what is going on and where are the shoes. They keep telling me theyre going to be shipped today and Ill get an email and nothing yet. This has been the worst experience and their customer service is no help.

    Business Response

    Date: 05/28/2024

    Hi *****! We hope you are doing well. 

    We reviewed your case on BBB, and we sincerely apologize for all the inconvenience. We noticed you reached out to Customer Services to understand the situation with your exchange order and did not get a satisfactory response. However, we want to ensure that is not the experience we want you, or any customer, to have with our company's helpline, and that does not reflect the quality of the services provided to you. 

    Additionally, we want to apologize for the time it took to respond to your inquiry on BBB and our Customer Service line.

    According to our system, FedEx delivered your exchange order on April 7th, but we recognize that the shipping process of your order was delayed. 

    For that, we would like to formally contact you in the Customer Service email so we can solve the issue in the best way possible.

    We appreciate your patience throughout this process, and again, we apologize for this situation.

    Best regards,

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

  • Initial Complaint

    Date:01/03/2024

    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 placed an online order on 12/14/23 for three pairs of shoes. I never got any tracking or an email that the order had shipped. I wrote them an email on 12/23/23 asking when my order will ship. They write back that day saying that "there was an issue with the tracking process of your order, but don't worry, we just contacted our logistic team do verify what was the issue and in a couple of days we'll get back to you."I wrote them again for an update on 12/27/23, 12/28/23, 12/29/23 and 12/30/23. They did not respond to me until 12/30/23. When they did they said "Our team is actively investigating the situation to ensure we have a comprehensive understanding of the issue. However, as of now, we unfortunately do not have a conclusive answer or resolution."Never do they offer any solution or offer to ship my items. Just keep giving vague and useless responses. They gave me a CS number of ************ and that isn't even a working number.I went to their website and all 3 of the shoes I ordered are available in my size so its not an inventory issue on their side. I am a repeat customer who make a lot of orders and this is the second time something like this has happened to me. I want them to ship my items ASAP.

    Customer Answer

    Date: 01/29/2024

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Schutz has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

  • Initial Complaint

    Date:01/03/2023

    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 placed an order on 12/22/23 but have not received any tracking information and the product has not been shipped to me. I have made repeated attempts to reach staff about this matter and they have all said that they would get back to me but no one has gotten back to me with a response on the order. My credit card has been charged but they will not send me the product that I purchased.

  • Initial Complaint

    Date:12/30/2022

    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 hate that I have to do this here, but its getting to that point. I ordered 2 pairs of shoes and was excited to get them & add them on to my collection (order ******). The first pair came pretty fast, but the box arrived damaged causing damages to occur on the actual shoe. I quickly reached out to their support team & provided them with *************** of the damages. This was about 1.5 weeks ago. The second pair of shoes have not arrived & Im unable to track them. Their Support team was responsive at first up until I asked for a prepaid refund label for the damaged pair & for the status on my second pair of shoes. Now, when they reply with a delay & the blanket statement of were looking into this matter after I sent them all they need. Frustrating. At this point I dont want any of the shoes & will never do business with them again. ***** because their shoes are so cute.

Schutz is NOT a BBB Accredited Business.

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