ComplaintsforPeltz Shoes

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of Merrell shoes from Peltz in late January for a trip I had scheduled in early May. I tried the shoes on at home, and it seemed to fit. However, once I was hiking on a trail, the shoes started giving me enormous pain, and I had to change shoes immediately. My feet hurt for two days afterward, This is clearly an inferior product, and Peltz has refused to issue an exchange, credit, or refund. I have paid $70 for a pair of shoes that was worn once outdoors and was unable to be worn again. They are not standing behind their product, and their customer service has failed to be understanding about the issue, even when I emailed their CEO and VP Customer ************************ I am unclear as to how they claim they value the customer experience when they staunchly refuse to use professional judgement and consider any alternative options for resolution.

  Business response

  06/11/2024

  We appreciate your attention to this matter and wanted to provide some information regarding our standard return policy at Peltz Shoes. Our goal is to ensure that every customer has a fantastic experience, and we aim to be as transparent as possible about our policies. Here are the details you need to know:
  
  Our return policy allows for a full refund within 30 days of the order date, either by returning the item to any Peltz Shoes location or shipping it back to us.
  To be eligible for a refund, the merchandise must be in unworn condition and returned in the original shoe box, which should be untaped and unmarred.
  For shipping, please ensure that you place the original shoe box in another carton or poly bag to protect it during transit. This can be a new or previously used box or bag.
  In the case of denied returns, the return shipping must be prepaid within 120 days of Peltz Shoes receiving the non-refundable item.
  Regarding the specific situation you mentioned, the customer in question made a purchase on January 21, 2024, and contacted us on May 17th, which was approximately 117 days after the original purchase date.
  
  When the customer reached out to us, we requested photos to assess if there was a physical defect, such as stitching issues or rubber coming undone, that would classify it as a manufacturing defect. This would allow us to request the vendor to accept the return beyond our standard 90-day defect warranty. However, upon review, the photos provided did not demonstrate any physical defects - the shoes had been worn.
  
  To ensure that we maintain the quality of our products and offer the best service possible, we recommend that all customers try on their ********************** indoors before wearing them outside. This helps to keep the shoes in new condition and eligible for return. As stated in our policy, we do not accept returns for worn shoes. In this case, the customer did acknowledge that the ********************** were worn during a hiking trip, which goes against our standard policy.
  
  At Peltz Shoes, we have guidelines and policies in place to ensure consistency and uphold the quality of our small family business. We always strive to go above and beyond for our customers. In an effort to find a resolution, we offered personalized tailored shopping assistance to help identify the perfect fit of shoes for the customer, along with a discount code to help reduce the cost of finding their ideal pair. Unfortunately, we have been unable to reach a resolution that meets the customer's expectations while also adhering to our existing policies, which are readily available for viewing on our website.
  
  We hope this clarifies the situation further and appreciate your time and attention to this matter. If you have any additional questions or concerns, please don't hesitate to reach out. We're here to help!
  
  Thank you kindly,
  
  The Peltz Shoes Team
  
  

  Customer response

  06/12/2024

   
  Complaint: 21827295
  
  I am rejecting this response because: The business can absolutely use professional judgement on a case-by-case basis. What it all boils down to is I purchased a product for $70, used it once - this is when it was "worn"- and was unable to use it again. Thus, Peltz sold me a defective product and is unwilling to consider that the material could be at fault (not visible in pictures) due to the lack of flex in the shoe. Their product has caused me, the customer, incredible foot pain - thus, to prevent any injury, I decided not to use it again. I continue to have arch pain in my right foot from this experience. It is very unfortunate that Peltz is staunchly and stubbornly refusing to stand behind a product that they sold and instead chooses to hide behind a blanket policy without regard to the relevant details of this particular situation.
  
  Sincerely,
  
  *****************************

  Business response

  06/13/2024

  It's never our intention to let our customers down, and I apologize for the foot pain you've experienced. Your comfort and satisfaction mean the world to us, and we wanted to work together with you to make things right. We included a discount code and offered our fit services to provide you with the best fit. Please feel free to reach out to us so we can dig deeper into this situation and find a resolution that leaves you walking on cloud nine. We're here to spread that shoe joy and ensure you have a fantastic experience with us. We strive to do the best in every situation. 

  Customer response

  06/14/2024

   
  Complaint: 21827295
  
  I am rejecting this response because: The coupon code that was offered was for a paltry $10 (only 14% of my total purchase price), which you fail to mention in your many references to it. My numerous attempts to resolve this situation directly with Peltz went nowhere. My request is that they honor the BBB process and confirm resolution (credit, exchange, or refund) through BBB.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased shoes in the amount of $42.75 at the ********* ****** location on 11/15/23. I used a **** gift card that had a remaining balance of $39.95 on it and paid remainder with a credit card. On 11/21/23 I went to store to exchange for different color. A clerk went to get the exchange and the manager ***************************** started doing things on computer. He then said, oh you had 2 forms of payment. I explained and he said the amounts were returned to form of payment. I told him I only was exchanging not returning and I no longer had the gift card as it was a zero on it and the clerk at the store asked if she wanted me to throw it away. He contacted ********************* the South Area Manager to see how to handle. He said she would call me that day. I called her later in day and she said she needed to contact 3rd party and would call by 5:00. No call and still no call. I called on 11/28/23 and left message. No return call. I emailed ********************************* (Chief Operating Officer) and explained and stated I needed a resolution. Nothing again in return. I have no product and no way of using return method of payment. I simply want a store credit for the $39.95 for the product I was only exchanging. Receipt #7-7814.

  Business response

  12/04/2023

  
  Thank you so much for sharing your experience with us. We want our customers to feel comfortable sharing the good and the bad with **. Without your feedback we would not be able to solve the issue. I have reached out to **** for a resolution, and we have all come up with a resolution for you. I never want you to feel that you are not heard and valued. I care about every customer that shops with us and I will be sure to come to a resolution for you as soon as I can. My information is listed below in my signature if you need to directly contact me. I am asking that you give me some time to solve this and allow me the opportunity to get back to you. I want you to know that I see your concerns, understand how frustrating this could be, and I want to make it right. I have sent an email to further assist on 12/1/2023 at 447 pm and have not heard back. Please get back with me as soon as possible for us to assist you. 

  Customer response

  12/07/2023

   
  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.  I received prompt response concerning this from *********************************.  She was very professional and followed up throughout the process.  I was very pleased with the resolution and I appreciated all she did to come to a resolution.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered boots through Amazon. The boots were sent from Peltz Shoes. The boots arrived in the original shoe box wrapped in shrink wrap and with a dented hole in the top of the box under the shrink wrap. The boots were fine except they were too big. I obtained a return label through Amazon and affixed the label to the shoe box. I then saw that PELTZ Shoes requires that the return label NOT be affixed to the shoe box; that they require the shoe box be placed in another separate box for return. I then called PELTZ shoes, spoke to *********, who told me that I can just send the box as I have prepared it (with the label affixed to the original shoe box), and that on receipt of return, the person in their return receiving department would make a determination as to whether to accept the boots for return OR whether they will just return the boots (that do not fit) back to me. The boots themselves are in perfect condition - - they were just too big.

  Business response

  10/19/2023

  Thank you for taking the time to leave a review for us today. We appreciate all of your business. We did not give a refund right away as the product needs to arrive at the warehouse undamaged and in resalable condition. Without the box being protected by wrapping and or in a box we cannot guarantee how they will arrive to us. It is recommended that you place the box in a mailing envelope or some kind of wrapping to prevent any type of water damage to the item and not just a label on the shoe box. Once it arrives at our facility our returns department will process the return back to the original form of payment used. If you need anything else, please reach out via phone or email as we are here and happy to assist. We are in no way trying to disregard the return issue and we are not denying a return at this time. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Not get 2 pairs of Shoes delivered to my address.Dear ****, Thank you for reaching out to us! After doing a bit of research on your order, Ive listed for your convenience below the tracking information. ***** ******************** -DELIVERED Tuesday 10/10/23 at 9:27 AM Left at front door Should you have any additional questions or concerns, please let us know by contacting us directly. We look forward to helping you and greatly value your business! Sincerely, ********* Your Peltz Shoes ************* Specialist Your ********************** Team, We hope this response has sufficiently answered your questions. If not, please do not send another email. Instead, reply to this email or login to your account for a complete archive of all your support requests and responses.

  Business response

  10/12/2023

  Thank you for taking time to leave a review for us. We know that our customers live a busy life, and it takes time and effort to leave any type of review. I want to first say that we are terribly sorry that you were not satisfied with the delivery confirmations that were provided to you. I have attached here the order confirmation for you. as well as the delivery confirmation of it getting delivered to your city that was provided on the order page for Amazon. We have been in touch with you based on the message you provided that is one of our tailored responses about delivery confirmation. Oct 11, 2023, 10:17 AM per your request we informed you that we filed a claim with the carrier about your package that you said you did not receive. It is an active investigation in regard to the delivery. We keep all open communication with all of our valued customers. As always, we are here and happy to assist you in any way that we can to come to a resolution. 

  Customer response

  10/13/2023

   
  Complaint: 20720752
  
  I am rejecting this response because:

  Still not showing how or when I will get the refund for what I paid and did not get the products.
  
  Sincerely,
  
  Vara Nipitsukarn

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made several purchase orders for shoes on Peltz.com. Order numbers are all tied to this order #*******. After purchasing close to $1000 in shoes, I returned only the ones that didn't fit which were the large majority of them. After about a week of returning them in a box that came straight from them, I noticed I was only returned partial credit. I contacted Peltz and spoke to a lady named ****** on 6/2/23. She told me that I was given credit for all shoes except 1 pair of Skechers Arch Fit Infinity 1 and 1 pair of brand "******". I explained both of those were in the box that was extremely large. She told me she would send a message to have the warehouse check and that I would hear back very soon.Days went by and nothing. Therefore, I contacted Peltz again on 6/8/23 to let them know my money had still not been refunded (I am currently owed roughly $100). I spoke to ***** who apologized and assured me she would follow up with the warehouse and get back to me. A day later she got back to me to tell me they had not reached out to her.On 6/12/23 I called again. ***** came on the line and told me that according to the warehouse, the shoes were not there. The box weighed enough only for the shoes they accounted for and not for an extra two pair of shoes. I explained some shoes were not in a box, because they did not come in a box. She told me the typical weight of a shoe is 2 lbs and this box was only about 18 lbs. therefore two shoes missing.This is the most absurd thing I have ever heard. I am beyond dissatisfied with Peltz. Of course, two weeks after the fact, what warehouse employee is going to remember if two extra pair of shoes were or were not there. This is why I called as soon as I noticed the discrepancy. I find it so interesting - no one thought to contact me via email or phone to say that 2 shoes were not there from what was supposed to be, and they simply only returned the money for what was probably quickly and irresponsibly scanned.

  Business response

  06/15/2023

  Hello, 

  We want to first apologize for not meeting the standards that you had in mind of us as a business. We strive very hard to be the perfect fit for our customers from the service down to the actual fit of the shoe. It seems as we missed the **** on being the perfect fit for both of those. I want to let you know that our teams work diligently to process returns in a timely manner. When boxes arrive, they scan the return barcode and the items in the box and the rest is automated back to the system and put into inventory. We do not have the bandwidth to call every customer during the returns process to confirm what was returned. due to efficiency of getting you, our valued customer, your funds back to your account.  We are a small family-owned company and have been in business since **** and do not see many of these issues or anything closely related. I have the history of the agents who you spoke with checking in with our warehouse teams about your two missing items. I can confirm that I myself have checked the inventory and we still as of today June 15th, 2023, did not receive the two items that were in question to the refund. At this time since we did not receive 2 items and you are sure they were in the box, I will be more than happy to open a carrier investigation to check on the two missing items and see if we can be compensated by the carrier for the missing items. We hope that you know we are working on resolving this issue to better improve all of our processes and to become the perfect fit for you and all of our valued customers. 

  Customer response

  06/16/2023

   
  Complaint: 20176934
  
  I am rejecting this response because:  

  I appreciate your response.  I have 100% that these two shoes were in the box as they were placed each into the box as I called them to the gentlemen who helped provide the return label to me on the phone.  We went carefully over every single shoe and once he would tell me we were ready for the next one, I would place them into this huge box.  I clearly remember the ****** sandals as those did not come in a box and I remember thinking that was a bit odd.  The other missing shoe there were two of the same exact shoe.  Only difference is one was one size and the other was a bigger size.  The first lady I spoke to said sometimes when two of a kind are returned, this type of thing happens.

   

  Not sure where we go from here.  If you think the carrier has more information, by all means proceed in that manner.

  Thank you for your time and attention to this matter.  I sincerely struggle with this as I truly don't understand how some of the shoes arrived and not others.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a order online with Peltz Shoes. I ordered the same shoe in 2 different colors, Tan and Navy blue. They only shipped me one pair the Tan . I called and called and asking for my shoes or a refund. They gave me the run around each time I called. I have paid for 2 pairs of shoes and only received one pair. They are refusing to refund me my money or ship another pair of shoes. I asked for a picture of two pairs of shoes being shipped to me and no picture has been sent to me substantiating their claim of 2 pairs of shoes. When I opened the box and saw only one pair of shoes, I emailed Peltz asking if the shoes were being shipped separately because I know I had ordered and paid for 2 pairs of shoes. I am still trying to get my money back or the shoes. Can someone please help me resolve this issue. Thank you,*********************

  Business response

  12/21/2022

  Thank you for your valuable feedback and leaving a review. We have spoken and the second item the navy blue has been refunded and submitted back on 12/8/2022. We sincerely apologize for the inconvenience this has caused and we are so thankful for you allowing us to make this right. We strive to be the perfect fit through the whole transaction, and we hope that you will give us a chance to serve you again. 

   

   

  Thank you

• Initial Complaint

  11/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Peltz shoes had Black Friday deals this Thanksgiving weekend. We attended their store on 27 Nov 2022 at about 2:30 pm. We only saw sale prices there and no documentation as to rules or particulars or even that these sale prices were for Black Friday weekend only.I saw a pair of shoes I wanted that were discounted to $29.99 and asked if they had it in my size. The girl helping me looked in the computer and said they had them at another store (not in a warehouse or anything like that) and that she could simply order them, give me the sale pricing and not charge for shipping right to my home.It was a great deal. She whisked me off to the register to get me to pay, rang up the sale, gave me an additional $5 off this order as a black friday deal, took my shipping information and then charged my credit card. Later I received a voicemail from *****, the assistant store manager who said she canceled and refunded my order and that their website sold the shoes to someone else after I had paid for them. I lost the special $5 off deal and when we called back, ***** said that online orders take precedence over in-store orders and they sold the shoes to an online purchaser and were therefore refunding our money.The problem is two-fold:1. The shoes were not in a warehouse from online and we were told they were available from another store and they would simply just sell us the shoes and ship them to us no charge 2. The order was placed online right there in the store and therefore was an online order.They have nothing in writing nor was there any such policy expressed by the salesperson or the store manager who assisted the her with the transaction. No paperwork was given until the sale was transacted and the card already charged. We were given no informed consent opportunity to decline or agree to this policy.When we were offered to then go online and purchase something else, it appeared we were baited with the offer and switched to something else.

  Business response

  12/08/2022

  Hello and good morning,

  I first want to say thank you for spending your valuable time shopping with us at Peltz Shoes. We are a family owned and operated company with many core and cultural values in place. One of which is caring for our customer. During your interaction we missed the **** of explaining policies and procedures with how the orders work. There are many orders that come in at a time and our orders can be picked and shipped from one of our six store locations here in ******* or our ********* ******* warehouse. We have a presence on many sales channels including ************ and ******** I know we seem like a small store, but we are doing big things as a company. We do have a limited number of products; I wish we could of multiple of every size and colors to prevent this from happening to you our valued customer. We never want to see someone disappointed in our services. I believe in trying to make every customer as happy as we can. I have researched this item and I was able to find one in the company and have it on hold for you. If you are still interested in this product, I would love to assist you further. Please feel free to reach out to me at ********************************** or directly *********************. Again, we want to sincerely apologize for the misunderstanding and errors on our end. We value you and your feedback and look forward to assisting you. 

• Initial Complaint

  09/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Steeling shipping cost: paid $30 on ***** shipping, so I ordered 2 pairs of shoes to justify spending that much cost on shipping. The company claims that every second pair is shipped free, its a lie. They shipped 1 pair of shoes and canceled my other one claiming its out of stock. When I asked them to just exchange the size, or just cancel the whole order, they refused. They claimed the order has been shipped already, and they wanted me to go on the website again and make a new order to pay another $30 on shipping.Wrong inconfort: They show items in stock on the website to get people to order the items that they dont have, then cancel the order and keep the shipping cost, I have yet to receive my money, I will see if they actually refund the shoe price.When I checked the shipping link, the tracking went to **** instead of ****** and it hasnt been shipped yet. So they lied about shipping it and lied about using Fedex.They make people pay for ***** and ship through ****: they made me pay $30 for ***** shipping, sent me a ***** shipping link thats hyperlinked to **** shipping.

  Business response

  09/19/2022

  Dear *************************,
  We thank you for taking the time to reach out to us with your review of the business. All feedback is very important to us, as it will help us to improve where we may fall short. I wanted to connect with you today to let you know that while looking into your order, we discovered there was a delay with receiving the shipment of this item. Peltz shoes like many other companies use drop ship services with top vendors, as we do not have the space to hold all the inventory we desire. We were working on getting this order out as quickly as possible from the vendor directly. We were informed by the vendor that the item was too far on back order. Due to the item not being in stock fast enough for you as our valued customer the item was canceled. Great news is that they did fulfill the other item for you, and the item has shipped out and is on its way with tracking number LZ621284074US, We can not select the drop ship forms of tracking at this time. The postage to go through customs regardless of carrier is still at the same price point for charge. We try our best to be the perfect fit from the interaction to the fit of the shoes. We are hoping you enjoy your new shoes as much as we do. Please feel free to reach back to us with anything you need we are here to assist you. 

  Customer response

  09/19/2022

   
  Complaint: 18041846
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  09/20/2022

  You didnt address why you charged me shipping for ***** but shipped with USPS.

  You didnt refund shipping for the cancelled pair of shoes.

  Business response

  09/20/2022

  Thank you for reaching out to us, shipping to ****** for us is a set rate of $28.00 as found on our website Peltzshoes.com. It does not state on our website the method that it was going to be shipping as our computers generate the carrier. We do know that there is a glitch in the confirmation email that states ***** for every tracking number and we are aware of that issue and are resolving that. I have attached that screenshot in the attachment section for you here. The first pair is $28.00 and the additional pair would of been free of charge no additional costs as stated on that screenshot. We still shipped one item which would equal the $28.00 shipping fee that was applied to your order.  We apologize for the confusion and frustration that you experienced during this transaction, we strive to be the perfect fit and are working hard to make sure that happens. 

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order was made on may 14. Paid $15 for delivery. Got a tracking # from FedEx. Tracked item only to find out that it got transferred to usps... to be delivered...tracking has not changed since may 31 complain to seller multiple times.... get email/ ticket to see progress of complain.... but it doesn't show anything but to enter same email and order #. Very displeased. Just becsuse i live in have this happens. Its not fair and a rip off.

  Business response

  07/15/2022

  Business Response /* (1000, 10, 2022/06/30) */ Thank you for taking the time to leave this complaint. All issues that arise and are brought to our attention are taken very seriously. One of our cultural values is Caring for our customers. I see that our shipping method had a glitch and it went out with the wrong carrier and we did not meet your expectations. After further research, I do see the item was delivered successfully, as a company we pride ourselves on our service to our customers. At this time I am going to waive the shipping cost that you paid as the item should have arrived earlier for you. If there is anything else we can do for you please do not hesitate to ask.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered my shoes a few days ago. Paid for expedited 2 day shipping. Fed Ex said they delivered them outside my front door at 9:21am EST. I immediately went out to look and there was nothing there. I called them and they say they have to have an investigation and I won't know anything for 6 weeks which is ridiculous. I asked if they could just send me another pair and they can investigate with Fed Ex themselves and they said they couldn't. When I look at my Fed Ex slip it says only my town and state and not an address. Seeing that others have had similar complaints I believe this place is a scam. I would like my money back asap!!!

*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. ↩