SixfootoakReviews of sixfootoak.com

Response from SixfootoakDec 26, 2025

Thank you for sharing your concerns. I'm really sorry for the frustration this delay has caused - especially since the order was meant to be a Christmas gift. I completely understand how disappointing that is. I want to clarify that we did not intentionally mislead you regarding the shipping process. For international shipments, packages are first handled by a third-party logistics partner and then transferred to USPS for final delivery in the US. This is a standard shipping method and allows delivery to residential addressed nationwide. Unfortunately, during the holiday season, USPS and partner carriers experienced significant backlogs, which led to slower-than-expected transit times beyond our control. Your order is still in transit, and the tracking number provided remains valid. We continue to monitor the shipment and can reach out to the carrier on your behalf if you'd like a detailed status update. We truly regret that the delivery timing did not meet your expectations and appreciate your patience. Please let us know how you'd like to proceed, and we'll do our best to assist within our shop policies.

Response from SixfootoakDec 26, 2025

Thank you for reaching out. I'm truly sorry to hear how frustrating this experience has been, especially since the order was intended as a Christmas gift - I completely understand your disappointment. I'd like to assure you that our shop is legitimate, and we would never intentionally provide false tracking information or ignore a customer. The tracking number you received was issued by the carrier once the package left our warehouse. However, during peak holiday season, carriers can experience delays or gaps in tracking updates, which can understandably cause concern. That said, we take your situation seriously. Please allow us the opportunity to look into this properly and assist you. If you can confirm your order number, we will immediately contact the carrier to investigate the status of your shipment and discuss the next steps with you, whether that be an update, replacement, or resolution in line with our shop policies. We truly value our customers and would appreciate the chance to help resolve this for you.

Response from SixfootoakDec 16, 2025

Thank you for sharing your concerns. We're truly sorry to hear how dissatisfied and upset you feel, and we take allegations like this very seriously. We want to clarify that we do not knowingly sell counterfeit products, and we stand behind the items we ship. At the same time, we understand that when a product does not meet expectations, it can feel extremely frustrating - especially when the situation has already been stressful. Regarding the refund: the option of a partial refund (60%) was offered in line with our resolution policy for cases where a full return is not completed or when alternative solutions are proposed to resolve the issue more quickly. This was not meant to dismiss your concern, but rather to offer an immediate path toward. That said, we recognize that this outcome was not acceptable to you. If you believe the item you received is not authentic, we are still willing to review any supporting documentation or verification you may have (for example, an authentication report or clear photos of specific details). We are also prepared to fully cooperate with your payment provider should you choose to proceed through a formal dispute, so the matter can be reviewed independently and fairly. Our intention has never been to mislead or take advantage of you, and we regret that your experience led you to feel this way. We remain open to resolving this through the appropriate channel and encourage you to let us know how you would like to proceed.

Response from SixfootoakDec 16, 2025

Thank you for your message. We understand how upset and frustrated you are, and we're very sorry that the mixed wording between platform has caused you to feel mislead. That is not what we intended, and we appreciate the opportunity to clarify this clearly and directly. Please allow us to address your concerns point by point, without contradiction: 1. About PayPal vs. credit card Although you entered your credit card ending in 8044, the payment was processed through our payment processor's gateway, which routes some card transaction through PayPal's backend system without requiring you to have or use a PayPal account. This is why PayPal appears in the process even though you personally did not log in to or use PayPal. To be absolutely clear: - You did use a credit card - The card details (ending 8044) are correct - The transaction is still governed by the payment processor that currently has restrictions in place 2. About the Trustpilot message vs. email You are correct that the wording was inconsistent, and we sincerely apologize for that. The Trustpilot response was written to reassure you that your case would be escalated and reviewed, not to contradict what was already explained via email. We understand how this came across as conflicting, and that is on us. 3. About escalation and refund Thank you for confirming the last four digits (8044). This information has now been noted and attached to your case, and we are escalating it internally with the payment processor. However, due to the current gateway limitation, we are still unable to manually push the refund ourselves. This is why the refund must be finalized through the card dispute process with your bank/card provider. Once that review is completed, the refund will be issued directly back to your card. We want to be very clear about one thing: - We are not refusing your refund. - We are not trying to reroute you unnecessarily. - We are constrained by the payment system handling the transaction. 4. About the product listing Items may remain visible on the website while individual cases are under review. This does not affect or invalidate your claim, and it does not prevent your refund from being processed through the appropriate channel. We understand that this situation has gone on far too long and that your trust has been impacted. While we cannot override the payment processor's controls, we will fully cooperate with your bank/card provider to ensure the refund is resolved correctly. If you would like, we can also confirm: - the transaction reference ID - the processor handling the charge - the exact dispute path your bank should see Please know that we are taking this seriously, and we regret that the experience has escalated to this point.

Response from SixfootoakDec 16, 2025

Thank you for sharing your experience. We're genuinely sorry to hear how disappointed and upset you are - this is clearly not the experience anyone should have, and we understand why you feel frustrated. We want to be very clear: we take claims regarding product quality and authenticity extremely seriously. What you've described - mismatched box, poor condition, and concerns about the product itself - is not what we aim to deliver, and we regret that this situation has caused you to lose trust in us. At this stage, the most appropriate and secure way to resolve this fairly is through a formal review with your payment provider. An independent review ensures that all details (including product condition and delivery issue) are assessed properly and documented. We will fully cooperate with any investigation and provide all requested information to support a resolution. If you have not already done so, you may also submit any photos or documentation you have (product, box, labels, etc.) as part of that process, as it helps speed up the review. We truly regret that this experience has left you feeling this way and understand why you're upset. While we can't change what's already happened, we do want to see the matter resolved correctly and transparently.

Response from SixfootoakNov 24, 2025

Thank you for reaching out and sharing your concerns. I'm truly sorry to hear about the experience you've had - I completely understand how upsetting this situation must feel, and I want to assure you that we take your feedback very seriously. Please know that we do not want any customer to feel unheard or unsupported. To help you properly and clarify any misunderstanding, could you please provide your order number along with a brief description of the issue you encountered with the item you received? Once we have these details, we will immediately review your case and ensure you receive the assistance you need. Thank you for giving us the opportunity to look into this. We are here to help and genuinely want to resolve this matter for you.

Response from SixfootoakNov 14, 2025

I'm really sorry to hear that you and your daughter had such a disappointing experience - that's the opposite of what we want for any customer, and I can understand how frustrating it must feel when the size isn't right and you're worried about making things even worse. I do want to clear up one important point: whenever a shoe doesn't fir, we always work directly with the customer to find a reasonable, workable solution. You're never expected to just "live with" a bad fit. We take these cases seriously, and our team normally handles sizing issues quickly so that the customer gets something they can actually wear and enjoy. As for the quality concerns, I hear you - if something feels off, that immediately breaks trust. Every pair we send out comes from our partnered manufacturers, and if anything looks different from what you expected, we genuinely want to know so we can follow up with our warehouse and prevent issues for others. If you're open to it, I'd really appreciate the chance to take another look at your order details and photos so we can understand exactly what happened and address it properly. My goal is to make sure you feel heard and supported, not stuck. Whenever you're ready, just reply here - I'm here to help you sort this out.

Response from SixfootoakNov 13, 2025

Thank you for taking the time to share your feedback. I'm truly sorry that your experience with us felt disappointing - that's never what we want for any customer. Our return policy is designed to clarify which situations qualify for a return, and which require the customer to cover certain costs. But I understand that, from your point of view, the process felt confusing and unhelpful, and I'm genuinely sorry it came across that way. If there's anything still unresolved or anything we can do to make this situation clearer or smoother for you, please let us know - I'm here to help, and I'd like to make things right where possible. Thank you again for your feedback. It truly helps us improve.