ComplaintsforToetem Sandals

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The following email was sent to Toetem Sandals. I was hopeful the sandals would fit. They stated their products are durable and made for athletic and outdoor use. I returned the sandals (at my expense) because they didn't fit. I have a nerve disorder with my right foot and I walk out of shoes. Prior to delivery, I emailed twice asking questions and did not receive a response. I wore them only in my home and I returned them within 30 days. Toetem Sandals responded that I would not receive a refund because they were "obviously" worn outside the home. They attached two pictures which wouldn't open. They noted there was lint on the strap. The lint was from my carpet when the sandal fell off and the strap stuck to it. The sandals are now being returned with an invoice for Toetem's cost of shipping. I will not accept the package until I receive a refund.May 9, 2023 I am disappointed with your customer service. Your photos will not open. There is no proof of the condition of these expensive sandals ($139.42 plus tax.) Do not return them and an another invoice when there is no resolution. The package will be refused.When these sandals were purchased, your website stated that shipping was delayed by at least 10 days. My first email with questions was sent from ********************* through your customer service email before the stated shipping date passed. This email was also sent before you notified me the sandals were shipped. Before the published delayed shipping date passed, my second email with questions was sent from ********************* through your customer service email. You stated you responded to a second email not *********************. I don't know why your system attached a second email. Why didn't you respond to my first and second emails?Do not send the sandals and an invoice. This issue is not resolved and the package will be refused.*****************************, Ed.D.

  Business response

  05/11/2023

  ********* emails were responded to the same day (see screenshot). ******** used a different email address for this correspondence, which we explained to her, but she seemed confused on this topic and could not be consoled. In this correspondence, we recommended that she opt for a different model. ******** then attempted to return sandals well beyond brand new and unworn, which is the prevalent condition in our return policy. We are a handmade-to-order company in the **, not a manufactured-overseas brand. We sent her the attached photos illustrating the condition of her sandals next to new sandals, twice, in two separate file formats (HEIC then JPEG) - because she claimed she was unable to open them. ******** is unhappy that her worn sandals are not eligible for return. We offered ******** a resolution, and asked her to tell ** what she thinks would be fair if she felt that our resolution was unfair. Her response was to file with the BBB.

  Business response

  05/11/2023

  ********* emails were responded to the same day (see screenshot). ******** used a different email address for this correspondence, which we explained to her, but she seemed confused on this topic and could not be consoled. In this correspondence, we recommended that she opt for a different model. ******** then attempted to return sandals well beyond brand new and unworn, which is the prevalent condition in our return policy. We are a handmade-to-order company in the **, not a manufactured-overseas brand. We sent her the attached photos illustrating the condition of her sandals next to new sandals, twice, in two separate file formats (HEIC then JPEG) - because she claimed she was unable to open them. ******** is unhappy that her worn sandals are not eligible for return. We offered ******** a resolution, and asked her to tell ** what she thinks would be fair if she felt that our resolution was unfair. Her response was to file with the BBB.

  Business response

  05/11/2023

  See attached images

  Business response

  05/11/2023

  ********* emails were responded to the same day (see screenshot). ******** used a different email address for this correspondence, which we explained to her, but she seemed confused on this topic and could not be consoled. In this correspondence, we recommended that she opt for a different model. ******** then attempted to return sandals well beyond brand new and unworn, which is the prevalent condition in our return policy. We are a handmade-to-order company in the **, not a manufactured-overseas brand. We sent her the attached photos illustrating the condition of her sandals next to new sandals, twice, in two separate file formats (HEIC then JPEG) - because she claimed she was unable to open them. ******** is unhappy that her worn sandals are not eligible for return. We offered ******** a resolution, and asked her to tell ** what she thinks would be fair if she felt that our resolution was unfair. Her response was to file with the BBB.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩