ComplaintsforSnipes USA

Online Shopping

HeadquartersMulti Location Business

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
10/03/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I made a purchase to the merchant and they cancelled the order due to item being out of stock however, the merchant Snipes did not reverse the payment back to my account. It is still a pending transaction and my bank is unable to proceed with any resolution because the merchant has a pending charge on my account, they are unresponsive and when I tried reaching out via social media they blocked me from creating additional comments about the situation I am facing
Business response
10/10/2023
We take these concerns and feedback very seriously.
Unfortunately, the item ordered is out of stock, and had to be canceled. The pending authorization on the account will drop, releasing those funds back into the available account balance. This usually takes 3-5 business days. This authorization was voided on 10/2/23. At this stage, we highly recommend that you contact your bank as occasionally the delay can be on their end.
If you see the item is still in stock online, please bear with us as we work on updating the website. You are more than welcome to replace the order; however, it is possible the order may be canceled for the same reasons.

We understand how frustrating this may be and apologize for any inconvenience.
Initial Complaint
09/25/2023
Complaint Type:
Product Issues
Status:
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.
I ordered shoes from snipes.usa on June 21st 2023. I could not find a phone number for snipes so I called my credit card to dispute the charge because it showed delivered but I never received the shoes. My credit card gave me a temporary credit while they did there investigation. I found a email for Snipes USA and emailed customer support on July 6th advising my shoes says delivered but I didn't recieve either pair. Customer opened a case and deemed it to be valid and in return refunded my money back to my credit card. SNIPES USA customer service sent my refund and close the case. Well on Aug 24th they sent something to my credit card company saying that I recieved the shoes which made my credit card company not only remove the credit card but gave me a charge back from snipes. I have argued with my credit card company and snipes and both are pointing the finger at each other. I am blaming snipes because the case was closed and they sent confirmation of receipt after the fact the case was closed. Now I have fees and a over credit limit balance because of their lies and they refuse to fix the issue. I will see seeking legal help if this does not get resolved.
Business response
09/29/2023
A refund was issued to this customer on Jul 6 2023 2:38PM. We have closed this case as there is nothing further we can do to assist this customer. The customer has filed the dispute before reaching out to us about not receiving the package.
Initial Complaint
09/19/2023
Complaint Type:
Product Issues
Status:
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.
My son purchased sneakers from here they did not come I attempted to call and email snipes no resolution contacted my bank they did a temporary reversal today I wake and see they took my money again the bank says snipes emailed them and said resolved but I never spoke to anyone I did not receive the product I want my money back!
Customer response
09/19/2023
My sons name is *********************
i spoke with *** who states snipes used sharepoint meaning it was sent to *** then sent to local post office which it was not delivered but snipes sent my bank the confirmation that *** delivered to local post office. I need my money back.
Business response
09/28/2023
This order was refunded on Sep. 19 2023 1:18PM
Initial Complaint
09/14/2023
Complaint Type:
Product Issues
Status:
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.
on september 10th 2023 I purchased a pick up in store order which then quickly cancelled but still charged me. So I placed an order for delivery for the same Polo Signature Fleece Zip Up to my house, I never got an email confirmation or anything but they charged me for both of these purchases. I’ve contacted their customer service not once but twice and nothing. I’ve also emailed them directly and still nothing. I’ve called headquarters, the store I purchased from and the number my chase account gave me and still, nothing no answer.
Business response
09/15/2023
When an order is placed with us, we place an authorization hold on your card and do not settle the charge until a product has shipped. Since your order was canceled you were not charged. We cannot issue a refund for charges that have not been settled.
We also sent tracking information for the new order.
Initial Complaint
09/13/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered shoes that were $150 and I got an order confirmation saying my order was delivered. That was on the 9th. It's the 13th and they still haven't been delivered. I called them every day since then and they literally shut their phones down so they don't have to deal with customers. They haven't answered the 5 emails I sent them. This place is the most unprofessional business I have ever bought from. How is this allowed? They stole $150 from me and ignored me.
Business response
09/14/2023
We responded to this customers inquiry via email.
Initial Complaint
09/12/2023
Complaint Type:
Delivery Issues
Status:
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.
Package was said to be delivered and when I got home no package I don't know who leaves packages on front of steps anymore I live in San Francisco old modern home front door is very visible to anybody walking on the street as you can see on ****** maps thank you! I never received my package and never received a refund or reshipment!
Business response
09/14/2023
This customer did not send in request with the name and email provided. The most recent case with this information was placed on 5/13/2023. We need additional information to investigate.
Customer response
09/14/2023
[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: ********

I am rejecting this response because:
My name is ************************
********************
***********
thank you!
Regards,

************************
Business response
09/15/2023
This customer was already given a one time courtesy refund for a previous order for the same lost/stolen reason. Please see the attached screenshot. We told him to file a chargeback with his bank to receive his funds.
Customer response
09/15/2023
[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: ********

I am rejecting this response because:

Charge backs for my bank is 30 days they took too long investigation now I cant file chargeback for hats the difference but its too late for that! I dealing with them not them telling me what ti do with my bank!
Regards,

************************
Initial Complaint
09/12/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I order A HIGHly anticipated shoe from them Saturday.. 09/09/2023. Monday came and The only thing that changed was that a label was purchased to satisfy customer or me seemingly.. so Monday turned into Tuesday the package HAD NEVER BEEN SENT TO *** OR PICKED UP... SO I CONTACT CUSTOMER SERVICE AND SHE (*****) ADMITTED TO ME THAT THE **** WAS STILL IN THERE STORE.. SO I UPSET, ASKED FOR A REFUND THREW EMAIL.. and never got a response until hours later. But then when customers service responded they Attempted to tell me that I can't get a refund although ME OR THE COURIER NEVER GOT THE ITEM THERE STORE EMPLOYEES NEVER DROPPED THE ITEM OFF THEY STILL HAVE THE ITEM IN QUESTION.. I HAVE PROOF THAT ***** ADMITTED IN EMAIL THAT THEY STILL HAVE THE ITEM .. YEAHT WONT GIVE MY MONEY BACK FOR.. AND ONCE I ASKED FOR IT BACK THEY SENT A FONIE EMAIL ABOUT THE PACKAGE BEING SENT TO OUT FINALLY SO I CALL ***.. MY EMPLOYER!! COINCIDENTALLY.. AND THEY SAID THEY DO not have the item that SNIPES IS not being truthful.. it's not an issue of lose...THEY NEVER SENT IT. AND I HAVE PROOF.. JUST WANT A SIMPLE REFUND
Customer response
09/12/2023
All though I DONT AGREE WITH THE PROCESS IN WHICH THEY SEND OUT ITEMS. I will Say that the CUSTOMER SERVICE WAS exceptional.. the person that Tryed to help was absolutely on it. Im in the he customer service world being so you learn not have patients and time for companies with small issues like this.. especially at 27.7 million dollars net worth .. shouldn't be Not one issue. Customer service Was outstanding tho. Clear communication..
Customer response
09/13/2023
Great customer Service communication though. And Help. It was their sale policy that triggered all of this including my reaction and disappointment about this entire situation. I wanted the item. They sent the items to **** seemingly and coincidentally right after I filed this complaint or sent emails about my options to retrieve my money. Which is what I originally wanted. When told the item was still sitting And that I couldn't get a refund if I choose to, I reacted the way any consumer would.
Initial Complaint
09/09/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a pair of sneakers the box came In destroyed sneakers has scratches and dents like they been used they dont look brand new and package was open upon delivery. I didn’t pay all that money for a pair of sneakers that dont look brand new. Then to top it off a ****** sticker was placed on the top of the box
Business response
09/14/2023
We reached out to this customer via email requesting photos.
Initial Complaint
09/07/2023
Complaint Type:
Service or Repair Issues
Status:
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.
on 8/22 /2023 Made a online purchase From SNIPES STORE . And Still no Delivery of my order. I went into the store they sent a message no response I've sent several only response is we are closing the case. then when Asked for a refund was told I couldn't I would have to wait for my package and then do a return to get a refund. i work hard for my money and to have no tracking number nothing . just silence. I would like for what I ordered to be delivered
Business response
09/14/2023
This customer was issued a refund for their order. We attached a copy of the email thread with the store.
Initial Complaint
09/07/2023
Complaint Type:
Delivery Issues
Status:
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.
Ordered shoes from there and per the shipping information received, they shipped the wrong shoe. Tried to contact them regarding the information that I received but there is no contact number to this company. I have emailed them several times with no response. Also, contacted 2 of their locations to get contact information and was informed that all I could do was email them and no contact number. Shoe has not been received by the shipping date stated by the company.
Business response
09/07/2023
We reached out to the customer to resolve this issue
Customer response
09/07/2023
[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: ********

I am rejecting this response because: the issue is not resolved. They only contacted me because I filed a complaint. I need the shoe that I ordered no later than 09/08 because umm it was suppose to be here by 09/06 or my money refunded ASAP. I don't need the shoe after 09/09.

Regards,

*************************
Business response
09/07/2023
We reached out to the customer and confirmed that the correct item was delivered and ready for pickup at the store. We will not issue a refund unless she does not pick up the order returns them.

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. ↩

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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

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.

Cookies on BBB.org

ComplaintsforSnipes USA

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Business response

Business response

Business response

Customer response

Business response

Customer response

Customer response

Customer response

Business response

Business response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary