ComplaintsforUpstage Footware

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I originally had excellent service in obtaining custom dance shoes after a scan of my feet for myself and regular shoes for my daughter and have recommended this company to others. The personnel had changed when I ordered replacements and my daughter ordered new shoes. A fellow dancer told me that the company no longer uses the same manufacturer and no longer has actual custom shoes available. Another dancer told writer that she had hoped to but custom shoes and was told that the company no longer scans feet. ****, a new employee had assured me that since the old records of my original purchase was in their system, making another of that custom shoe model could be done. I had gone into actual competition sites when available to try on the order shoes. When the shoes arrived, they were not the same. I have had trouble with responses from **** in the past with the excuse that she was moving form Minnesota and would get back to me. I finally took two pairs of shoes to the actual store address for a return. I rang the bell and was told that the employee had stepped out to an errand. He asked if I could wait a half hour. I had another appointment in the area and agreed to return later, still during regular business hours as posted on their website. The employee there stated that **** was again in ********* and that he did not know how to do the return. He stated that **** would return tomorrow, then put us on a three way call in which **** stated that she would process these returns ASAP upon her arrival the next day. This business site is a 35 mile drive from my home. I have contacted **** three times and still have no refund. She has my email address. I have requested an email confirmation of the receipt and have not received one. ****** number is ************.

  Business response

  04/22/2024

  Good afternoon! 

  I have received the letter with *****'s complain and am to say the least extremely disappointed. There would sometimes be huge gaps inbetween her communication with follow up messages to try and get a response. She would also request exchanges months after the initial sale as we have a 30 day return policy and we were nice and granted them to her in order to keep her happy. The original custom shoes were ordered years ago. I was at the factory when they pulled up her files to make her new pair. As you may know as you get older/put on or take off weight bodies change and that is our best guess of why they are not the perfect fit this time. The shoes she is also comparing to are years older and have stretched as they are years olders and they are made of leather, so a new pair should not feel the same as a worn out older pair of shoes. As for the refund it was granted on 4/1 for $418 as told to her via text as she was messaging on Easter and I was with family celebrating the holiday. This refund receipt is attached to this. We have catered to her and her daughter at each request they have given to us since their first interaction. Her coming into the store was unannounced and during Easter week. We only have two main employees. I was not here in person when she came in, but from how I heard she offered to come back later since she had another errand. Please let us know if you need any other info from us to resolve this.

  Customer response

  04/23/2024

  [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,
  
  *********************
  

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