Business Profile

Online Shopping

Snipes USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Shopping.

Complaints

This profile includes complaints for Snipes USA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

387 total complaints in the last 3 years.
67 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.

Initial Complaint
Date:07/01/2025
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 Puma Speedcat sneakers from Snipes USA's website less than 30 days ago (on June 2nd). The 2nd time wearing them, I noticed the stitching on the side had come completely undone a clear manufacturing defect. I immediately reached out to Snipes via email and included photos and my order information.Despite reaching out 5 times by email (with all necessary documentation), and chatting with more than 3 online customer service representatives, I have received no resolution. Initially, Snipes claimed they never received my emails which was false and then later admitted they did receive them. However, they still refused to connect me to a manager or provide a phone number to speak with someone directly.Instead, they told me to contact the manufacturer (****), which I find completely unreasonable. I purchased the shoes through Snipes, not Puma. This is like buying a product on ******, and being told to deal directly with a factory in ***** if it breaks which is not how customer service should work.On June 25, I again asked for this to be escalated to a supervisor. I was told it had been and that I would receive a follow-up within 24 hours. It is now July 1, and I have received no response whatsoever.This has been an extremely frustrating experience. At this point, Im not asking for an exchange or repair I just want a full refund of $80.99, which reflects the price I paid after using a coupon. I believe this is a reasonable and fair request, given the quality issue and lack of customer service.
Business Response
Date: 07/02/2025
Hello,
Unfortunately, our policy states we are not able to return, or exchange worn product.
We reserve the right to enforce the following refund policy for all purchases made on our website or in our retail stores. By completing a purchase, you agree to the terms outlined below:
Eligibility for Refunds:

Refunds are only available for items purchased directly from Snipes through our online store or physical retail locations.
Items must be returned in original condition, including being unworn, unwashed, and accompanied by all original tags and packaging.
Customer Answer
Date: 07/02/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23542066

I am rejecting this response because:
Snipes's response is completely unacceptable. I am not seeking a return for a used item based on preference I am reporting a defective product that broke on the second wear, which is an entirely different issue and should not fall under Snipes worn product return policy.
A retailer cannot legally refuse to take responsibility for a defective item simply because the customer discovered the defect after wearing it once or twice. The stitching on the sneaker came undone after minimal, normal use this is not wear and tear, it is a clear manufacturing flaw. I reported the issue well within the 30-day period and included photo evidence.
Additionally, I made multiple good faith efforts to resolve this with Snipes, including five emails and several live chats. Their customer service repeatedly refused to escalate the matter or provide any contact beyond chat. They even told me to contact the manufacturer, which is a clear attempt to deflect responsibility, despite the purchase being made through their platform.
I respectfully request that BBB escalate this complaint to upper-level review. This is not only about a $80.99 charge it's about a retailer ignoring consumer rights regarding defective merchandise and misapplying their return policy to avoid accountability.
Thank you for your assistance in pursuing a fair resolution.

Regards,

**** ********
Initial Complaint
Date:06/24/2025
Type:Sales and Advertising 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 for the amount of $165 dollars. A toddler pair of ****** retro 4 sneakers and then a Mens pair of Zoom Vomeros. The funds were taken out of my account on June 22, the purchase was made on June 19th. I didnt receive an email with the order number and the process to verify my email to register my account was difficult too. I am trying to figure out where is my package. I tried emailing customer service and using their website. Even found them on instagram but no response. My sons birthday sneakers are in this order so if its not going to be delivered in enough time Im definitely going to need a refund.
Business Response
Date: 06/25/2025
Hello,
An agent reached out to this customer 6/24/2025 with an update.
Order Number: SNP18786049
Tracking Number: 1ZY45F73YW93332844
Estimated delivery: Tuesday, July 01 by 7:00 P.M.
Customer Answer
Date: 06/25/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

****** *****
Initial Complaint
Date:06/24/2025
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 two pairs of sneakers for my son online. I purchased two different pairs so we could address sizing. One was an in-storepick up one was a delivery. The in-store pick up was great so I decided to return the ones that were delivered. When they came in the mail, I didnt immediately open the box, but when I finally opened the box maybe two weeks later I noticed theysent the wrong shoes. I went to a local store and they couldnt help me in a local store. They told me I needed to address the situationonline only. So I reached out online and I was told that I could ship the shoes back and be returned the funds. I wasnt told there was a deadline or timeframe to do this. Then there were some unforeseen events that happened. A family emergency which ended in a death and once things calmed down, I decided to return the shoes all of this from start to finish was within 60 days. When I contacted Snipes to return the shoes. I was told that I was outside of my 30 day return window and could not return the shoes. Even though they sent me the wrong shoes initially. I explained what happened withmy family, and I explained that this was completely their error for sending me the wrong shoes and I was told too bad. All I want is my money back at this point. I have uploaded a copy of the email that discussed the refund within 5 to 8 days, but does not tell me I have to send it within 30 .
Business Response
Date: 06/25/2025
Hello.
This customer was issued a full refund on 6/24/2025.
Initial Complaint
Date:06/06/2025
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.
My card was stolen and used at Snipes on June5, 2025 snipes allowed them to make 4 separate purchases all within 5-8 min once they seen the purchase went through . Not sure if the person worked there had anything to do with it and the cashier, never the mess they never asked for ID from this person, using the card. I am now out of almost ****** because of the negligence and lack of training Snipes has caused **** want my money back and want this cashier fired. 1.they should have asked for ID 2. After seeing they kept coming back to the register that should have raised an eyebrow 3. I believe they were in on this crime of stealing people money to make purchases. The store was in *********** in ***** pa ********************** phone number ************ this is insane
Business Response
Date: 06/11/2025
Hello,
We strongly recommend initiating a chargeback through your bank. This can help you recover your funds promptly.

Additionally, it's advisable to file a police report with your local authorities. Once the police have made contact with us, we will fully cooperate and assist them with any requests they may have to resolve this matter.
Initial Complaint
Date:05/30/2025
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 placed an order for two items online with Snipes on 12/14/2024. Both items arrived safely within a reasonable amount of time. However one of the items had a security device on them (see photo attached). I reached out to snipes and was given the option of a refund for the item or going to a store locally to have the security tag removed. I wanted to keep the item so I asked if they could be exchanged for the same item. The item is no longer available. Therefore, I have been to the stores in my area and non carry the device to remove this particular security device. I just want the device removed so that i may wear my shoes. I am unable to speak with anyone via phone the only customer service option is via email and it doesn't seem to help the situation.
Business Response
Date: 06/03/2025
Unfortunately, due to the timeframe we are no longer able to assist. This customer was given the option to have the sensor removed at a local location or a free prepaid label for a full refund on February 3, 2025, which was still within our holiday return policy. There was no follow up response to this inquiry other than "thank you for your response".
Customer Answer
Date: 06/03/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23397925

I am rejecting this response because: on February 3, 2023 i was given the option to find a store with the proper device to remove the security tag. After visiting the stores in my area (there arent many) none had the device needed to remove the security tag. Why cant the shoes be returned to the warehouse for removal and returned to me? Im not asking for money back or attempting to create issues for the company. I just want the shoes i purchased in a condition for me to wear. It is beyond my control that a quality check wasnt done when shoes were shipped with a security tag. A copy of the email exchange is attached and there is no time limit disclosed for fixing this problem.

Regards,

***** *****

Business Response
Date: 06/04/2025
Unfortunately, due to the timeframe, we are no longer able to assist. The two available options were to either take the items to a store for the sensor to be removed, or to request a prepaid label for a full refund. We do not have any sensor removers at our warehouse. The customer has already acknowledged that it was beyond 30 days during the initial inquiry, which falls outside of our return policy. Now, as it is well beyond 30 days, we can no longer issue any refunds.
Customer Answer
Date: 06/10/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23397925

I am rejecting this response because:
It was beyond ***************************************************************************************** it wasnt a problem. If you don't have sensors in the warehouse how did I receive a pair of shoes with a sensor on them? Isn't that device required to.put the sensor on? Not to mention the stores I visited to remove the sensor didnt habe the specific device for removing the type of sensor that was on the shoes that I received from your company? How did an item with a sensor even ship from your warehouse? Is it standard to put sensors on boots?

Regards,

***** *****

Business Response
Date: 06/10/2025
Hello,
We ship our products from both the warehouse and the physical store locations. Again, due to the timeframe we are no longer able to assist. If the customer would like a refund, she can file a chargeback with her banking or credit institution.
Initial Complaint
Date:05/28/2025
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.
bought shoes from ******** store on the afternoon of 5/17/2025. Tried one on in front of store clerk/manager. It fit. I bought them. Got them home, and put both on, and one was too tight. It ws not comfortable. So I chose to return them. went back to the store, less than a week later, 6/24/2025. They told me they have a "crease" so can't be returned. They were worn. The only shoe that had a "crease" was the one I tried on in front of the manager/clerk the day I bought them, and it wasn't a "crease" it was from trying it on. I get how things are these days, but that's RIDICULOUS!!!!!!!! never wore them more than 5 mins. more like 5 seconds, and now I have shoes I cannot wear!!!!!! I contacted CS, and *** emailed me. She states they have to back the store manager. This is riduculous! $100 pair of shoes.....I can't wear!!!! all bc one has a "crease" I can send pics of them!!! The manager watched me try it on and said NOTHING about being careful, don't crease it when I had it on my foot! and what if they would've been a gift????
Business Response
Date: 05/29/2025
Hello,
Our return policy states that items cannot be returned or exchanged if they have been worn. Furthermore, customer service does not have the authority to approve returns for in-store purchases; the decision to accept or deny a return of worn products is at the store manager's discretion.
Customer Answer
Date: 05/29/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23387559

I am rejecting this response because: the manager is the one who sold the shoes originally. he watched the shoe that's "creased" be tried on IN the store in front of him, and then said less than a week later it couldn't be returned. The shoes are NOT worn or used. you can see in the pic ONE shoe barely has a "bend", and that's the one that was tried on IN the store IN front of the manager!
the manager i talked to IN the store is the one that sold them. He is the one that said he remembered but he couldn't take them back. If that was the case, when the shoe was being tried on, he should have said, "don't crease it, or it's yours"!!!!
NOWHERE does it state it can't have a "crease" or bend due to being "tried on" in the store. It says worn. They shoes haven't been "worn" anywhere. They haven't even been on a set of feet five mins.

Regards,

Candis

Business Response
Date: 05/29/2025
**************** does not have the authority to approve returns for in-store purchases; the decision to accept or deny a return of worn products is at the store manager's discretion.
Customer Answer
Date: 05/29/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23387559

I am rejecting this response because: if it's up to the store manager, then why did he tell me to contact customer service about my complaint?
Also - how do we get him involved or a district manager or owner then? Let's go past customer service then and see who CAN help.

Regards,

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

Customer Answer
Date: 05/30/2025
Done some research last night and I saw the **********, ** store has had some issues to with returns being allow. They don't accept returns of shoes either that looked "worn" and the shoes I saw in the pictures on ****** reviews, look like mine. Brand new! You can tell they weren't "worn"

This is poor business. if that's the case just say NO returns!
Initial Complaint
Date:05/01/2025
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.
Send me used sneaker order SNP17701282
Business Response
Date: 05/06/2025
He was already issued a refund for his order.
Additionally, due to the use of unnecessary foul language we will no longer assist this customer with future inquiries. Please review the three emails our agent received when trying to assist him

Customer Answer
Date: 05/06/2025

Complaint: 23275948

I am rejecting this response because:
Informed them yes I was irate and I will no longer purchase anything from their stores. And if they dont want anymore angry customers stop selling used items

Regards,

Art Ant
Initial Complaint
Date:04/16/2025
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 have generally never had a problem with this company while ordering however it took one mistake to cause pure chaos from a consumer end. I placed an order on 02/28/25 for a product in which was for an important event. I accidentally put in an old address while ordering (****** preloaded old address and I did not catch that it did not match my billing) ordered was placed. Not even kidding you, not even 5 minutes later I realized I did not put my correct address on order by mistake, u tried to fix it but couldnt. Since this company doesn't have live support, I had to email which wasn't a problem and I did so IMMEDIATELY afterwards!! How did I get a shipment notification BEFORE your customer service contacted me back? I go back and fourth with the late responding *** and explained issue. He stated reach out to *** they will let you change your address. I literally spent a half of a day with no results due to you guys have to change it. They wouldn't allow me to!! Basically the customer service *** said it's nothing he can do Like are u kidding me I am just out of 74 dollars?! I tried to recoup my money from ****** but since you guys sent a tracking number of the order being shipped and completed at THE INCORRECT ADDRESS they couldn't help any further. This is a bad business practice you have limited options for customers who may make mistakes on orders and fail to deliver their goods or money back!! How is this fair to the customer?
Business Response
Date: 05/06/2025
Hello,
This customer was emailed an affidavit to fill out and return back to ** and it was not completed. Please review the attachment for reference.
Business Response
Date: 05/06/2025
Hello,
This customer was emailed an affidavit to fill out and return back to ** and it was not completed. Please review the attachment for reference.
Customer Answer
Date: 05/06/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23211787

I am rejecting this response because:

I never got that email ever. This is what I got and that's why I proceeded the way that I did. Why wouldn't I not accept my money back? This is what I received on that day from *********, NOT that email. I definitely would like my money back, it wouldn't have happened if I could have edited my address. My order was shipped so fast I couldn't do anything. I truly would appreciate it if I can get my money back please.
Regards,

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

Business Response
Date: 05/07/2025
This email was sent to the customer on March 9, 2025 at 6:39 PM to the email she sent the request to ********************** Due to the timeframe, we are no longer able to process a refund. We suggest filing a chargeback or dispute with the bank to recover any funds.
Again, please review the attached email for proof.
Customer Answer
Date: 05/07/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23211787

I am rejecting this response because: I understand completely the date in which you mentioned this email was sent HOWEVER I never received that particular email. I wouldn't be here if I did. So.. lets get this straight, I have an email thread that shows my responses as well as your customer service responses BUT that email just so happens to not be a part of it? Again, why would I NOT accept my money back?? As mentioned, the last response of the representative telling me he could not help I have showed you. I have emails of me telling him uos could not help but nothing from your end in any capacity to giving me a refund. I kept getting spammed with other emails from you about check in but never recieved that one. Also, I have attempted to recoup my money from my bank, since I used ****** I was referred to ******. Since a tracking number was given to ****** they denied my claim regardless if it was sent to the wrong address, referring me back to you. Thats why i am here! Would you like that information from ****** as well? I am not sure what you want from me truly, I have spent countless hours fighting a flaw that you guys have with placing orders online of YOUR company and I AM STILL FIGHTING for something that no customer should have to endure. Yes I made a mistake but mistakes happens that doesn't mean as a consumer I do not get a replacement product, a credit or my money back!! I did everything I could to avoid this and yet and still I have nothing. Why cant I have a store credit then? I was satisfied with a replacement I couldn't have that, then I asked for a refund and was declined from that as well. The least that you can do is a store credit. At the end of the day I own up to my mistake I should have triple checked my information HOWEVER as a company you should own up to yours!! You guys HAVE to have a recourse for situations like this because look at this, i had no option to correct my shipping, i spend tons of hours defending myself, I have to argue about what's right when all I want is SOMETHING for money I feel was stolen from me.

Regards,

******* ******
Initial Complaint
Date:03/28/2025
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 purchased sneakers, as a gift, and had them shipped to *******, **. They arrived on the expected day, but were the incorrect sneakers. I've reached out to Snipes about being credited for the shipping cost, since we had to exchange them at the ************. I notified and exchange on the same day, but have yet to receive a response back.
Business Response
Date: 03/31/2025
We issued a refund for the shipping for order SNP17098403
Initial Complaint
Date:03/25/2025
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 received the wrong size sneaker. I ordered a size 10.5 ****** 3 Retro Grey Cement but received a size 11 ****** 3 Retro Grey Cement. The shoes are too large for me to wear. I have emailed them numerous times with no response. I have called them numerous times but nobody picks up. All I want is a prepaid label to send back the incorrect size shoe and receive a refund. I have followed all of their instructions but am not receiving any communication back. I have never dealt with a company that gives zero communication to their customers.
Business Response
Date: 03/25/2025
This customer was issued a refund today Mar. ******* at ******
Customer Answer
Date: 03/27/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

***** *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Snipes USA is NOT a BBB Accredited Business.