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:02/14/2025

  Type:Customer Service 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 am writing to file a formal complaint against Aerosoles regarding a recent data breach and their inadequate response in securing customer accounts. I am a customer of **********************, and I am deeply concerned about the security of my personal information following their reported data breach.Despite the acknowledged data breach, Aerosoles has failed to provide a clear and accessible method for customers to update their passwords on their website. This is a critical security measure that should be immediately available to all affected customers to mitigate potential risks associated with compromised accounts.I have made exhaustive attempts to contact Aerosoles through various channels, including their website's contact form, email, and phone. However, I have found it nearly impossible to get in touch with a representative or receive any guidance on how to update my password and secure my account. This lack of customer support and communication is unacceptable, especially in light of a data breach that puts customers' personal information at risk.

  Business Response

  Date: 02/14/2025

  Aerosoles takes our customer's internet privacy and security very seriously. Aerosoles has not experienced a data breech, nor has Aerosoles contacted any customers stating there has been a data breech. 

  The customer has reached out to the ********************** **************** team two times in the past two years, both times were regarding a return. The customer was responded to in a timely manner each time. 
  
  As noted in the images, the customer has not reached out recently with concerns regarding needing assistance with password updates.

  Here are the instructions, making updates to the password could not be easier. 
  
  Visit ********************************************************************* and click "Forgot Password". The forgot password section is highlighted on the attached image for a visual. The customer will then receive a separate email to their email account where they can follow the instructions to complete the update. 

  As a precaution, this process was tested to ensure it is working okay and a test update was processed. 
  
  As always, if the customer has issues, they can email us at ************************************** and we will get back to the customer within 1-2 business days, but often much sooner. 
  
  We would like to encourage the customer to only open emails from ********************** <***************************************************************************************>, shop with our only authorized account ********************** and email only **************************************.

• Initial Complaint

  Date:02/08/2025

  Type:Product 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 3 pairs of shoes on order ******* on 12/31/2024. They took 2 weeks to arrive and they didn't fit, so I returned them through Happy Returns on 1/16/2025 (tracking ********* (2/3) - a reference for each box of shoes. They have been of no help and told me to contact the retailer. I have yet to receive a refund or a gift card in order to exchange. There is no way to contact them other then on-line and the answers are provided by a robo-bot. I never want to do business with them again and want a full refund for this purchase. ******** customer service.

  Business Response

  Date: 02/10/2025

  Order ******* was placed on December 31 and was marked delivered to the customer's home on January 8th. With the holiday and the customer choosing free ground shipping as their shipping preference, this timeframe is as expected. 
  
  The customer started the return on January 9th. The return option they picked was a return for a site credit. By choosing this option, they were eligible for a free return and a bonus site credit. 
  
  The customer dropped the return off to a Happy Return location at 6:40pm on January 16th. The site credit was instantly activated and emailed to the customer at this time. 
  
  The customer stated they did not receive the site credit. As shown in the site credit timeline, the site credit was re-shared with the customer three times in total. January 23, January 31 and February 6.  
  
  After the customer stated they did not receive the site credit the third time, a refund was issued in full. The full refund was processed on February 6th. 
  
  The customer received a free return and multiple attempts to assist the customer, this we consider this case closed. Thank you. 
  
  
  
  

  Customer Answer

  Date: 02/18/2025

  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:05/28/2024

  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 ordered a pair of shoes from ************* on 4/26/24. The shoes ordered were the wrong size, I noticed immediately and tried to cancel the order, but was unable to do so. I then reordered another pair for the correct size.The order number for the incorrect size - *******.I received both pair of shoes. I started the return process for Order *******, and returned the shoes at a *** location.I placed both pair on Affirm to pay. I am still paying for both pair, a refund has not been issued for the returned pair.To date I have not received a resolution from Aerosoles

  Business Response

  Date: 05/30/2024

  ************** reached out on 4/27 to request a cancelation of the order stating "Please cancel Order ******* Size 5 ordered in error". This cancelation request was placed but the the order has shipped. ****** was responded to on Monday 4/29 with this update. 

  On May 3rd, ****** placed a cancelation request again. As this order has shipped, this request was denied. This was a sale shoe, the return automatically processes under a site credit, per the return policy. With a specific request, we're able to override this and issue a refund.

  When ****** requested an update on the return, the site credit was re-emailed. ****** stated she did not receive the site credit. It was re-emailed again along with instructions for redemption.

  On May 23rd, ****** reached out via review stating " I received the wrong size (size 5) and returned the shoes for credit. It has been a couple weeks and no response from Aerosoles". ****** was asked to reach out to our team.

  ****** reached out again on 5/26 stating a response on a refund was not received.  

  On 5/28, ****** reached out stating "I have been trying for about 3 weeks now to get a refund for the shoes that I returned.. no one has satisfactorily reached out to me !!!!!!I need a resolution immediately !!!!!' ****** was responded to with a refund and deactivation of her site credit. 

  As shown in the email images, ****** was responded to within one business day (M-F) and a resolution or an answer to her question with each email. As of 5/28 ****** has been issued a full refund. We hope she finds this resolution as satisfactory. 

  
  

• Initial Complaint

  Date:05/15/2024

  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.

  I ordered a pair of shoes that were never received. Request to cancel order have not been responded to. Filed a dispute with my bank.

  Business Response

  Date: 05/15/2024

  The customer reached out via email on 5/14 at ****** which is after business hours and was responded to with a resolution at 7:53am the next day. 

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair 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 made a purchase on April 19, 2024 for 11 pairs of shoes from Aerosoles online - The total cost of the purchase was $760.36 - The order number was ******* - I contacted Aerosoles via customer support on April 26th and they told me to wait a few days and see if it arrives - Once it did not arrive, I followed up and they told me that I could either receive a refund or have the shipment resent - I asked for a refund. Once I asked for a refund they replied and said that I couldn't receive a refund and instead had to file a claim with **** - I asked for the tracking number (which they hadn't previously provided) to file a claim with **** I finally received it and went to file the claim, whereupon I got a message that this was actually send with ************* and that *** doesn't accept claims for that. - I told the company and they said that actually I couldn't do anything because I hadn't selected the "package protection" option when I checked out (which would have cost an extra $30).

  Business Response

  Date: 05/08/2024

  We appreciate **** sharing her concerns with her order. We offer ************************** on every order to ensure the delivery is covered. When the customer denies the insurance, we do ask the customer follows their due diligence to attempt to claim the package with the carriers, especially on a very large order where the insurance was denied. Aerosoles always stands behind the experience and will be reaching out to **** for a resolution. 

  Customer Answer

  Date: 05/08/2024

  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 the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/26/2024

  Type:Billing 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.

  Date of purchase 04/06/2024 Online Order Number ******* I ordered a shoe size 8. I always wear a size 8 but I can barely get my foot in this shoe. The vendor is sold out of the shoe so I cannot exchange. I have not interest in purchasing anything else from Aerosol's. I emailed their *************************** with my issues and asked if the $10.00 restocking fee could be waived due to the shoe being defective. I was told not because the shoe is a size 8. Clearly it is not! I cannot get my foot in the shoe. I just want to be able to return the shoe at no cost/penalty!

  Customer Answer

  Date: 04/29/2024

  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 the matter has been resolved.
  
  Sincerely,
  
  ******** *******
  
  
  
   
  
  

• Initial Complaint

  Date:01/30/2024

  Type:Product 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.

  To whom it may concern, I never received the ** code or return shipping label from Aerosoles. When I selected "Start a Return," the option became grayed out and simply reads, "Return Started." Like many other customers, I'm outraged that there's no option to contact customer service by phone. This used to be such a great company and it's such a shame to see the lack of customer service now. Please send me an option to return the shoes that don't fit. Unfortunately, I only have 30 days to return them and the clock is ticking.Order Number - ******* Thank you,

  Business Response

  Date: 02/13/2024

  The customer reached two times on Saturday, January 27th. An email was issued with a QR code and a response on Monday, January 29th. The refund was processed when the item was returned on February 4th.

  The Aerosoles **************** Team works Monday through Friday with a *** (service level agreement) going out to all customers on the weekends stating:

  "**This is an automated response to let you know we received your request. You can expect to hear back from us in 1-2 business days.**

  Thank you for contacting Aerosoles. Our **************** center is currently closed.

  Our business hours are Monday - Friday, 8am - 4pm EST. We will follow ** on your inquiry in the order that it was received."

  As noted in the email thread attached, the *** was sent to the customer with each email sent over the weekend.
  
  At this time, the Aerosoles **************** Team does not offer phone coverage. Later in ****, chat will be offered Monday through Friday, during business hours. 

  Customer Answer

  Date: 02/15/2024

  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 the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:12/05/2023

  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 have been trying to get a refund and I cannot reach customer service despite several attempts . There is no phone number and there is online an online form which no one responds to. I was just past the 30 days for a return, as I had covid and was in bed for 2 weeks. As soon as I recovered I started the correspondence with the company and have received NO response. I would even take store credit, but i CANNOT wear the shoes they sent. They are too tight and I have no recourse and no one has responded to any of my inquiries.

  Business Response

  Date: 12/06/2023

  Aerosoles has received two inquiries from this customer. One one November 29th and one on December 2nd. The customer was responded to on November 29th and December 4th (a Monday) with a resolution. Resolution 1 asking if they would like to return to Happy Returns or via carrier label. Resolution 2 - manually providing a return to the customer via **********. 
  
  The customer was reached out to again on December 6th after receiving this complaint, expanding their return options to return their order via ********** OR carrier.

  Additionally and with positive results, the contact form on the website was tested to ensure messages are indeed sending a response. 

• Initial Complaint

  Date:10/20/2023

  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.

  Have a credit for $135.94. Have an email that says credit has no expiration date. Tried to use it. They will not honor the credit. Said they notified customers of their change in policy. I never received that email.

  Business Response

  Date: 11/21/2023

  In 2017 the company operating under the Aerosoles name was dissolved under bankruptcy. The merchandise credit is no longer valid as the company that issued the credit (Aerosoles ****************** was dissolved during the bankruptcy filing.
  
  Starting in 2018, the debt, including all gift cards and merchandise credits were not assumed under the new ownership.
  
  All customers with a site credit balance were given warning via the last mailing address on file that gift cards issued before 2018 will not be honored with this change of business.

• Initial Complaint

  Date:09/05/2023

  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.

  Fed Ex supposedly delivered an order from Aerosoles on Friday, 9/2/23. To my home. Driver provided a picture of the delivery. It was not my house. Contacted Fed Ex and they responded online by saying they were not responsible. Told me to contact Aerosoles. I have sent Emails to Aerosoles as the phone number listed for them refers customers back to internet contact only! I am a senior with a disability and it would not be safe for me to go to this house a street away to get these packages. Order # for Aerosoles is ******* and Fed Ex tracking is ********************. I would love to reorder these shoes but not without a guarantee. of correct delivery. Aerosoles continued to send me ads for these shoes.My phone # is ************.

  Business Response

  Date: 09/08/2023

  Customer ********************************* reported to us on Sunday, 9/3/2023 that her order (#*******) had been delivered to the wrong address. Our *************************** is open Monday-Friday and was closed on Monday, 9/3 for Labor Day, so she received an auto-response notifying her that we were closed and would respond on Tuesday, 9/5/2023.
  
  On Tuesday, 9/5/2023 she emailed again, and we responded to let her know that she had Route Package Protection on her order and just needed to filed a claim and sent the link and instructions. ********* replied to that email on 9/5/2023 to let us know that the link in the Shop claim center wasn't working. Thinking she was trying to access her Route Protection Plan through an invalid method, we replied again, on Tuesday, 9/5 with the correct link. We did not hear back from her again, but we received this Better Business Bureau complaint on Wednesday, 9/6/2023. We then logged into Route ourselves to check on her claim and saw that it had not yet been filed, so we filed it ourselves on 9/6/2023 and then emailed the customer at ****** on 9/6/2023 to let her know we were sorry for the issue and had not realized she had not been able to file the claim, but seeing her BBB complaint we realized she needed further assistance and filed the claim for her. That same day, 9/6/2023 at 7:05pm Route Package Protection notified ********* that her refund had processed.
  
  We have not heard back to our 9/6/2023 email, but at this point the customer has been refunded and she has placed a new order.