ERNST K.
Avoid this company.
Do not buy from this company! I ordered two pairs of Adidas shoes on April 20, 2026, but they were not delivered until May 3. A few days after receiving them, I immediately emailed the company because the size was wrong and I wanted to exchange them for a smaller size or receive a refund. After sending multiple emails, I was eventually told that I had missed the return deadline. I then provided proof that I had requested the return well within the allowed return period. Since then, the company has completely stopped responding. I am now left with two brand-new, unused pairs of shoes still in their original boxes. The delivery was slow, the communication was extremely poor, and the business address seems questionable. My advice: avoid this company. 16-07-2026 Thank you for your response. What I find most surprising is that your entire reply is focused on defending your own position rather than trying to find a solution. As a customer, I expect a company to work with me when an issue is reported, not spend every email explaining why nothing can be done. I have absolutely nothing to gain by lying about this. I contacted you because there was an issue with my order, and I genuinely hoped it could be resolved in a customer-friendly way. Suggesting that I am being dishonest is unfair and, quite honestly, very disappointing. Why would I intentionally ignore your emails? Regardless, that does not change the fact that I informed you from the very beginning that the size was incorrect. Instead of continuing to point out what you believe I did wrong, I expected you to consider what reasonable solution could still be offered. At this point, it feels as though your main priority is proving that you are right rather than taking responsibility for the customer experience. That is not the level of service I expected. If you are still willing to work with me toward a fair and reasonable solution, I remain open to discussing it. ------ Oke; give me one reason why I would lie?. I can’t think of a single one. But anyway, if this is how business is done, then I apologize for misunderstanding the situation.
Response from UrbanstepcoJul 13, 2026
Hello, thank you for your feedback. However, you are not being honest. First, you selected standard shipping (DDP 10-15 working days stated on our website), NOT FEDEX express shipping. You stated that you ordered on April 20th and it arrived on May 3rd. Therefore, that delivery timeframe corresponds to the selected shipping method. Second, on May 10th, you contacted us only saying "wrong size," without providing any further details or information. Our team responded to you twice. You did not reply to our emails until June 12th. This was more than a month after delivery. Clearly, an exchange was not possible. Even so, we told you, "Please show us the condition of the shoes, and our team will inspect them. More details about the size you received, the size you need, and the current condition of the shoes." You provided neither the size you needed nor any images or information showing the current condition of the product. You simply repeated what you had already said, without providing any new information or concrete evidence. You should be more honest and also consider that you haven't followed the instructions were given. Even though the deadline had passed, you didn't even respond accordingly. -- First of all, policies are meant to be respected, not bent to suit your own convenience. Secondly, read our response. We clearly stated that, despite the time limit, we told you: "Please show us the condition of the shoes, and our team will inspect them. More details about the size you received, the size you need, and the current condition of the shoes." You provided neither the size you needed nor any images or information showing the current condition of the product. Instead of responding to this, you told us again by email that the product was incorrect. You didn't provide images of the condition, the size you needed, or any additional information. And you continue to focus on blaming the business. And you're also lying about everything else. And you still expect us to want to find a solution. You ignore the policies, you don't respond clearly, and you blame the business. And after two months of this "enlightened" tantrum on Trustpilot, let's see if we react, right? Doing it in a friendly way means acknowledging the mistake and sticking to what was requested in the email. It's not about creating responses on a whim and then attacking them when they don't listen. Good concept of friendly...