Jamie
Still not refunded on defective item received.
The shipping took a little longer than expected and the shows looked to be mildly worn on the bottom of the soles and there was a rhinestone missing. The comminuication and customer service was fast and efficient until I requested a refund. I was told to keep the pair or shoes and they asked if I preferred a refund or to reprocess my original order. I requested a refund and since then have not heard back from anyone, and its been 4 days. I am starting to think they have no intention of refunding me for the defective item I received. I'm looking into reporting this company, not retuning my money is theft. Beware, you may not get your money back. Update: I did receive an email indicating they were attending to a festival, so they were unavailable for the time I was contacting them about the refund. I was assure they issued the credit back and they did not want the damaged shows returned to them. A couple of days after that, I did get the refund.
Response from UP2STEPJan 29, 2026
Hi Jamie, We are genuinely sorry that the product did not meet our quality standards and for the frustration caused by the communication gap regarding your refund. Thank you for updating your review to confirm that the refund was processed. We are glad to know this was resolved, and we appreciate your patience during the period when our team was attending an industry festival, which temporarily affected our response time. Please know that we have reinforced our service coverage to ensure availability during such events moving forward. We truly value your feedback and will use it to improve our quality control and customer service processes. If there is anything else we can assist you with, please do not hesitate to contact us. Thank you for giving us the opportunity to make things right. Best regards, Customer Service Team Up2Step