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:07/17/2024

  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 bought a pair of shoes, noticed they were not fitted properly, but thought I could deal with it until I noticed they were different size shoes altogether. I contacted the company and they sent a replacement pair, however, these were actually more dangerous to wear as the strap on one side was much longer than the strap on the other shoes. Essentially I paid over $60 for two pairs of defective shoes. They claimed they only honor one replacement pair (but I assumed it would be an actual pair that were not defective). I was told the replacement shoes wouldn't be "considered defective" because they're a replacement shoe for the ones I bought. But I can't wear them. My foot falls off the front of the shoe. On the original pair they are two different sizes, the replacement pair are the same size but with a defective strap. Shouldn't I be able to return the defective replacement pair and get an actual pair of shoes I can wear as a replacement. This is actually my worst customer service experience and I'm devastated.

  Business Response

  Date: 07/17/2024

  Dear Better Business Bureau,

  We appreciate the opportunity to address the concerns raised by the customer
  regarding her purchase of a pair of flip-flops from our company.

  Company Response:
  We regret any inconvenience Ms. ****** has experienced. Customer
  satisfaction is our top priority, and we make our best efforts to remedy any
  issues that arise with our products.  However, we believe we have gone
  above and beyond our standard policies.  Upon receiving Ms. ******'s
  initial complaint about the fit of her flip-flops, we made an exception to our
  standard policy and provided a replacement pair, even though the original
  purchase was made nearly 12 months prior to her contacting us.  Our
  intention was to ensure Ms. ****** was satisfied with her purchase.  After
  receiving the replacement pair, Ms. ****** contacted us again, expressing
  dissatisfaction with the fit of the new flip-flops. She indicated that the
  strap on one side was longer than the other, making the flip-flops
  uncomfortable to wear.
  Given the considerable time that has passed since the initial transaction
  and the fact that we have already provided a replacement, we are unable to
  offer further remedies in this case.  While we regret that Ms. ******
  remains unsatisfied, we have fulfilled our obligations and are unable to offer
  additional replacements or refunds.

  Thank you for your attention to this matter. We hope this explanation
  clarifies our position.

  ****** * *****
  Staff Attorney, Oxford Industries, Inc.
  ********************

  Business Response

  Date: 07/29/2024

  We regret that Ms. ****** remains dissatisfied with her
  purchase. We have made every effort to resolve her concerns in good faith,
  including making an exception to our standard policy by sending a replacement
  pair almost a year after the original purchase. As stated previously, we
  believe that we have adequately addressed Ms. ******'s complaint by providing a
  replacement pair of flip-flops. Given the considerable time that has passed
  since the initial transaction and our efforts to remedy the situation, we consider
  this matter to be resolved. 

  Customer Answer

  Date: 07/29/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  I have forwarded, as requested, all information and correspondence will the business to the BBB and have received no response. 

  I also found that when leaving an online review on the business website, if you do not leave a 5 star review it gets buried. There is a box to click that is supposed to allow you to sort the comments by highest, newest, etc, but I was unsurprised to find that no matter what you click there is no option displayed except the highest. 

  I guess I will just have to consider it a waste of money, cut my loss, and in future do business elsewhere. This is just a really unethical way of doing business.

  
  
  
  Regards,
  
  
  
  ******** ******