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Business Profile

Retail Shoes

SAS Factory Shoe Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for SAS Factory Shoe Store's headquarters and its corporate-owned locations. To view all corporate locations, see

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SAS Factory Shoe Store has 12 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/03/2024

      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.
      After going to the podiatrist & receiving a diagnosis of plantar fasclitis, I decided to proceed with the recommendation of finding some new tennis shoes. For years, I have worn top brands of tennis shoes. My favorite was New Balance. However, I've also purchased **** and Easy Spirits . These brands sufficed just fine. But, the Dr. told me that the mediums I was wearing for my narrow foot had a little too much play in the width and the soles bent too easily. My husband and I headed to SAS shoes. [The only prior experience I had with SAS was buying my daughter some sandals. Her feet are also narrow & the sandals fit her quite well. She loved them and wore them for three years time, mostly in the warm Texas months] My husband and I were both fitted for their white, non-descript tennis shoes. They fit well and slowly, over time, have helped my plantar fasclitis. However, this is the MOST either one of us has paid for tennis shoes in our lives! Two pair in the amount of $356.68. They are both the same tennis shoe. Fast forward a mere SIX MONTHS. I wear my tennis shoes EVERY DAY. I walk my dogs in the nearby park. Neither of these pairs has worn well! In the past ten years, I've not worn out a pair of tennis shoes BEFORE ONE YEAR. This time, 6 months?!I sent pictures of my shoes to SAS. The sole has separated from the shoe itself. I would think, for this price, this wouldn't happen. I sent pictures of my tennis shoes on the mud floor when I come in from walking the dogs. Their answer they give?... the shoes are "well worn" and "they aren't guaranteed to last any particular time period??!! So, that wouldn't fall under a defective shoe?!! Yes, they are well worn. I told them I wear them daily! around the house, around the neighborhood and to the park. I now can't keep my feet dry. Rather than lose a customer, they'd deny replacing my **********************?!! MOST I'VE PAID....LEAST WEAR I'VE GOTTEN! It infuriates me that they make shoes & don't guarantee them a YEAR!!

    • Initial Complaint

      Date:12/20/2022

      Type:Product Issues
      Status:
      Unresolved
      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 Cyber Monday, November 29, 2022 I purchased two pairs of shoes from SAS Shoes in San Antonio, *****, order # ********. One of the pairs of shoes, "Sporty Lace Up Sneaker", was on sale for 50% off so I bought a pair in white with pink accents. When the shoes arrived I found that the sneaker wasn't a sneaker, it's a walking shoe, and it wasn't white, it was off white. The shoes cost $87 (a lot of money for the wrong shoes) so I decided to return them. I filled in the returns form on the company website to start a return. When I submitted the form it said I'd get a return shipping label in a few days. Within a few days, I hadn't received the return shipping label so I submitted the return form a second time (assuming there was some glitch). That's when I got an email from SAS informing me that I couldn't return the sneakers because they were part of their Cyber Monday sale and not returnable. I checked my email confirmation and shipping notice (PDFs attached) and nowhere does it say the sneakers are final sale. The customer service rep that responded to me said 'final sale' was posted on the website that day but I don't remember that at all. Then the customer service rep responded that they can swap out the shoes for another size but they will not refund my money. I don't need another size, the shoes fit fine. They just aren't what I thought I was buying based on the website photos and description. I think this business has been very deceptive in their practices. There was no mention of final sale in any of the receipts from my purchase, and the shoes I got don't match the color or description on the website. The business has refused to accept a return and refund my money. That's why I am filing a claim with the BBB.

      Business Response

      Date: 02/02/2023

      Dear BBB, 

      Thank you for bringing this complaint to our attention. We have been in contact with the customer directly and have arranged for her to return the shoes to exchange them for a different style. We consider this matter resolved at this time. 

      Best, 

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

      SAS **************** Manager

      Customer Answer

      Date: 02/03/2023

      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.

      PLEASE NOTE:  The business received the shoes back on 20 Jan **************************************** so I can buy another pair of shoes. It's been 10 business days since I confirmed their warehouse received the shoes back through the ***** tracking number. When I asked about the delay earlier, they said the warehouse has to receipt in the shoes but they would contact me when that's done. That was two weeks ago and no contact since then.

      I am hopeful that SAS will honor the resolution we agreed to but I want to be clear they have not yet done so. 


      Regards,

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

    • Initial Complaint

      Date:11/17/2022

      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.
      BBB,I have been a long-term client of SAS shoes HQ in San Antonio. Then, I bought a pair where the heel just fell apart.It was obviously not a retailer problem but a manufacturing defect. The SAS retailer said call SAS *********** in San Antonio.I called and they said send a photo. I did and they said yes it looked like a manufacturing problem. However, they wanted me, the client with the problem they caused, to find a shipper, ship them the shoes w/o giving me a receipt (all at my expense) and ***** them the sole right to determine what compensation if any to give **** said I do not have a shipper and wanted a receipt before I shipped a $250 pair of shoes. I also asked them if they took the position they had no responsibility for the heel falling apart, who else would be the suspect? They said it would be me and they would not pay for the shipper, the freight nor return the shoes.I'm writing the BBB because SAS appears to be practicing behavior designed to avoid making good on valid customer complaints.Is the next step for ******************** to contact them?Thank You!************************* ************ *************************

    SAS Factory Shoe Store is NOT a BBB Accredited Business.

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