Iam trying to return a pair of defective shoes, broke down in less then 30 days. No help from the company. I have email over 10 times no response no help.
Response from GatsbyshoesJun 18, 2024
Hi Bruce,
We apologize for any inconvenience you may have encountered. We have reached out via Trustpilot regarding your order information to provide assistance promptly, but unfortunately, we have not received a response. Should you require further assistance or have additional concerns, please do not hesitate to contact us at [email protected]
ML
Matt L.
Bot-driven customer service
I ordered my shoes in December. It took about 4 weeks to arrive without a lot of info on updates. When they arrived, the sizing was off so I asked to exchange them. Customer service gave me a convoluted instruction on how to return, which included putting info on the order and exchange request inside the return box and also emailing it separately (did i mention I had to pay for the shipping too?).
Fast forward 30 days and I inquire about status. I get an email saying they were still waiting for my return to arrive. I track the return and see it was delivered 3 days after I sent it (with a picture). I send them the tracking info again and get an email apologizing but saying they still haven’t received it. I sent another email asking for someone to specifically confirm and I get a response that is EXACTLY the same email as the first one.
No phone number on the website. Only an address to their warehouse in Orem. I have relatives in Utah and may have to have them visit to see if anyone is there. The $$ are not the issue. It is lack of respect for your customers and disinterest in helping them.
Response from GatsbyshoesMay 5, 2024
Hi Matt,
Thank you for sharing your experience and we apologize for the inconvenience this may have caused. Your feedback is invaluable to us and we will take this as our guide into improving our process.
Regarding your concern about the fees, please know that this was outlined in our refund policy that you can find in this link https://gatsbyshoes.co/pages/refund-policy. We encourage customers to review the refund policy before making a purchase, not just in our store but whenever you make a purchase in different online shops.
Additionally, after further review, it was confirmed that the refund has been successfully processed and funds were returned back to your bank account. We trust that this information was helpful.
Once again, I apologize for the inconvenience and frustration you've experienced. please feel free to contact us at [email protected]
KL
Karina L.
Gatsby falsely advertises 100% satisfaction
Gatsby states 100% satisfaction, do not believe this! The shoe arrived and is such bad quality. I emailed, sent photos and requested they take them back. I am on my fourth email communication, it’s unfortunate that the customer service is terrible. I would not suggest you purchase from this company, in fact read the Better Business Bureau reviews. I had to file a complaint.
Response from GatsbyshoesMay 1, 2024
Hi Karina,
I would like to express my sincere apology and I understand your frustration with the quality of the shoes and the issues you encountered with your order. It's certainly not the experience we want our customers to have, and I apologize for any inconvenience this has caused you.
I completely understand your disappointment and your efforts to resolve the issue through multiple email communications. Your feedback is invaluable and we will use it to improve our products and services moving forward. If there's anything else I can assist you with or if you would like to discuss this matter further, please feel free to contact us at [email protected]
KB
Kirstine B.
falling apart after one wear
Purchased these for a Christmas present for my husband. He has worn them one day at his office - ONE - and they are already ripping and falling apart.
Response from GatsbyshoesJun 18, 2024
Hi Kristine,
Thank you for bringing this matter to our attention. I'm sorry to hear about the issue with the shoes you purchased as a Christmas present for your husband.
We understand how disappointing it must be to experience quality concerns so soon after purchase. Please accept our sincerest apologies for any inconvenience caused by this situation. Please know that we have initiated a full refund for your purchase and we'll make sure to take your feedback seriously to avoid this from occurrence in the future.
Should you require further assistance or have additional concerns, please do not hesitate to contact us at [email protected]
JM
Jeff M.
Poorest Quality Shoe Ever
I purchased a pair of their orthopedic oxfords on Nov 14th 2023. Received about a week later. When I received them, at first the shoes didn't seem like the quality in the description; I questioned if it was even genuine leather as they described BUT I liked the overall look and I am always open minded and give things a try. I purchased the extra gel insoles so when I put them on, they were actually very comfortable and felt light on my feet; almost like a running shoe. I wore these shoes 4 times before the back heel detached from the shoe. I was super disappointed; took pics and planned on reaching out for replacements. This occurred first few weeks in December. I headed out for the holidays for traveling for several weeks with the plan of contacting Gatsby after the holidays. I contacted Gatsby Customer Service first week in January via email and attached pics of my shoe. The response I received was more than disappointing, it was unacceptable. They informed that basically no replacements or refunds can take place after the first 30 days. They refuse to replace the shoes and said this, "This policy allows us to maintain the quality and service standards our customers expect." I was furious and quite frankly laughed at the same time! This policy, quite frankly, supports the exact opposite I believe a client expects. I just want a company to stand behind their product, especially when they claim for it to be the quality Gatsby claims. The best they could do was offer me a 25% discount if I bought another pair. I instantly declined because I'm not interested in owning any product a company cannot stand behind for more than 30 days! My advice if you're looking for a comfortable work shoe; KEEP LOOKING! The product and service was the absolute worse! I understand things happen and always give people to make things right but in this case they were not interested in keeping me as a client!
Response from GatsbyshoesJun 18, 2024
Hi Jeff,
We apologize for any inconvenience you may have encountered. We have reached out via Trustpilot regarding your order information to provide assistance promptly, but unfortunately, we have not received a response. Should you require further assistance or have additional concerns, please do not hesitate to contact us at [email protected]
GO
Gogynotfoundwastaken
I placed my order over 4 weeks ago
I placed my order over 4 weeks ago. Still hasn’t shipped. They can’t even give me a ship date. They always respond to my email but it’s all them apologizing for no information.
I’m contacting my credit card to report them.
Response from GatsbyshoesJun 18, 2024
Hi Gogynotfoundwastaken,
We apologize for any inconvenience you may have encountered. We have reached out via Trustpilot regarding your order information to provide assistance promptly, but unfortunately, we have not received a response. Should you require further assistance or have additional concerns, please do not hesitate to contact us at [email protected]
UC
Unhappy C.
Ordered shoes in December and they keep…
Ordered shoes in December and they keep confirming that my shoes were shipped and it shows that they have been in Chicago since the 1st of January—and through customs—I am only a short way from there and still no shoes—emailed them numerous times and they just keep telling me that I need to change my carrier to see the update of where my shoes are—and not on my cell phone—I am putting in a dispute today with my bank—very sketchy company
Response from GatsbyshoesMay 1, 2024
Hi Jodi,
Thank you for bringing this matter to our attention, and I sincerely apologize for the inconvenience and frustration you've experienced with your order placed in December. Your feedback is crucial to us, and I want to assure you that we are taking your concerns very seriously.
After thoroughly reviewing your order history and the information provided, it's clear that the order has been fulfilled and delivered to your address on Jan 23, 2024 and I apologize for the delay.
I completely understand your frustration with the responses you've received from our customer service team. It's our responsibility to provide accurate and timely information regarding your order, and it's evident that we've fallen short in this regard.
I want to assure you that we are not a "sketchy" company, and we take pride in providing high-quality products and exceptional customer service. However, it's clear that we've failed to meet your expectations in this instance, and for that, I am sincerely sorry.
In the meantime, I want to assure you that we are fully committed to ensuring your satisfaction and regaining your trust as a valued customer. If there is anything we can do to further assist, please feel free to contact us at [email protected]
CB
Christopher B.
Do not purchase anything from this…
Do not purchase anything from this company. I bought a pair of shoes in mid December and were badly delayed. In fact, they were not shipped until I followed up in January and requested a refund since they obviously were NOT shipped. Rather than refund my money, they belatedly shipped the shoes anyway. When they arrived, the shoes were of obviously poor quality and they were NOT supportive or comfortable at all, despite being marketed as orthopedic. Their return policies are also obviously intended to be supremely inconvenient in order to trip people up so they bust the 30 day return window. They have no one to take phone calls, but refer you online. Then you have to repeatedly email them or contact them from their site, which does not allow the copying and pasting of information. Once you spend 4-5 days getting them to email you directions on returning (after they offer you 30% of your purchase price just to keep them), you also are required to email them a tracking number, which increases the return shipping costs to nearly one-third the value of the item. It's the most ridiculous, shoddy company you'll ever deal with.
Response from GatsbyshoesJun 18, 2024
Hi Christopher,
Thank you for sharing your experience with us, and we sincerely apologize for the inconvenience and frustration caused by your recent interaction with our company. Your feedback is incredibly valuable to us as we strive to improve our services.
We understand your disappointment regarding the delay in shipping, the quality of the shoes received, and the difficulties encountered with our return process. This is certainly not the experience we want our customers to have.
I would like to emphasize that our policies are prominently displayed on our website, and we encourage all customers to review them thoroughly before making a purchase. This ensures clarity and transparency regarding procedures in the event of any issues with your order. We strive to provide a seamless shopping experience, and understanding our policies beforehand can help mitigate any misunderstandings.
Your feedback is greatly appreciated. I would also like to confirm that we have processed the refund back to your account. Should you require further assistance or have additional concerns, please do not hesitate to contact us at [email protected]
