ComplaintsforStuart Weitzman

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  1. Bought a pair of shoes online final sale.2. When shoes arrived left shoe did not fit at all (smaller)z i had bought a similar model before online with no issues. 3. Ask for a refund or replace with customer service. I have bought the brand for the last 20 years and never had an issue. Seems a product defect on the left shoe. 4. ***** from customer service was ride and unprofessional. Instead of requesting photos or answer in customer satisfaction way, she/he said it was a final sale and will ask management with no promises. 5. I replied if a shoe does not fit must have a defect. 6. She/he answered basically saying my feet was the defective one in a polite way. 7. I replied it was unacceptable.Got a reply management denied my replacement/refund. I want a replacement. Cant believe a brand like stuart weiztman does not care for a 20+ year client and allows its customer representative employees to be so rude.

  Customer response

  05/27/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Stuart Weitzman regarding complaint ID ********.
  
  Sincerely,
  
  ************************************
  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of shoes through the ******* store. They indicated they could not ship them to the store as item they no longer carry in store. Salesperson provide link for online purchase. I PAID FOR OVERNIGHT DELIVERY. Shoes failed to arrive. *** confirmed they were missing/not delivered. I immediately sent email to the store and followed up with customer service. What has followed has been over 2 weeks of runaround. Multiple futile communications. Agents promising refund and then not following. A store manager that does not apparently see it as a priority. The agent in the store keyed in something incorrectly and between the retail accounting department and the store they are unable to figure it out. I HAVE CLEARLY BEEN CHARGED! This is completely unacceptable service. Refund my money...do not expect poor service for luxury product.

  Business response

  03/27/2024

  To Whom it May ************************ clients order was refunded same day Complaint was filed. As of 3.14.24 a refund was issued by the retail location. 

  Best, 

  Client Services 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased the jet loafer a month ago. A week later I get an email saying my order has been cancelled. The shoes at this point are out of stock online. I called customer service same day for an explanation. At this point an employee 'promised' me that they would look around at store inventory and get back to me that same evening via phone or email. I heard nothing. A week or two later, the jet loafer is back in stock online. I call customer service and again ask for an explanation. These were purchased on the phone with customer service. And guess what, I received an email saying my order has again been cancelled. I call customer service again and I was offered '15% off a similar shoe'. This is ABSURD. If you want to keep your customers for your overrated brand, do better.

  Business response

  01/11/2024

  To Whom It May *********************** made attempt at contacting the client on **** via telephone and left a message and have not hear back. 

  We are prepared to offer the client another style of interest at a discount if we can locate the size needed. Confirmed original style is no longer available. 

  Thank you 

   

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello Im *******************************. My order number is ************ I spoke with ******* on November 7, 2023. She told me clearly that I will get the refund within 3-5 business days but the merchant contacted *** for damage. I never said its damaged. The box looked fine but the shoes werent in the box . I am requesting for the refund please. Thank you

  Customer response

  11/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an issue that I would like to escalate. Over the past winter, I ordered (2) pairs of your Plum Croc Embossed Lucite Wedge Over-the-Knee Boots (1) for me (1) for my mother and the *** Delivery driver stole my boots! I called *** I don't know how many times. His manager forced him to return my packages, but he refused b/c of embarrassment and dropped them off at a automotive drop off and I had to drive and pick them up a week later, and when I did my mothers boots had been worn by most likely his girl friend and customer service refused to replace them, so I had no choice I ended up w/damaged boots. I was promised a 25% Discount on "any" and all future purchases, so, I've had sandals I wanted that have been sitting in my cart for 6 months b/c...the ************** rep who knew what happened and her supervisor who never returned my call until 2-3 weeks later and was so rude, cold, and felt verbally abused and what caused me more hurt than what I went through and had to keep the damaged $2,000 boots was the way I was treated and LIED too! there was no 25% off anything. Very cold, heartless and said I can only give you 15% take or leave it! I said, NO I was promised 25%, she said I changed my mind what? I can only give you 15%, I told her "why did you Lie to me? Anyone could receive 15% when you sign up for emails, forget I was forced to keep the damaged boots, unacceptable. I want what I was promised an extra 25% off immediately. i don't like Liars. *Latest, the sandals are no longer $218 (w/my 25% off they would have cost me $163.50) NOW they put these sandals up to $316.

  Business response

  11/03/2023

  To Whom it May ********************* member of our team will be reaching out to the client directly to resolve the matter and offer to place new order with the 25% off that was promised. Will share update once we have confirmation of order placement. 

  Thank you 

   

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi team, I bought a pair of boot from Stuart Weitzman outlet in June 9 2023. They mailed the boots to my home, the same day I got the boots, I found the soles are uneven. I put the boots on different tables, the boots can not stand properly on all of the tables, the heels are higher than they are supposed to be, so when the heels are on table, the soles are 0.3cm above the table, its absolutely quality issue. I mailed them back to the store on the third day. The sales told me their manger was on vacation, asked me to wait until 26th, and I tied to talk today (26th), they refused to refund, and told me thats their design, offer to give me same amount store credit. I dont feel comfortable to buy anything from them anymore. I asked for refund, their attitude became rude. I have a Vedio which is able to show the quality issue clearly. Please feel free to contact me for more information. My request is fully refund. Thank you for your help.

  Business response

  06/30/2023

  To Whom It May ************************ client was offered an exchange for an alternate item or store credit. The item purchased was final sale in which it could not be returned or exchanged, but we offered an accommodation. As the item is final sale a refund to the original form of payment cannot be offered. The store is still willing to offer a store credit for this final sale return, store credit can be used on a future purchase in stores. 

  The client is free to visit the store at their discretion to proceed with the return for store credit. 

  Best, 

  ******

  ASM Customer Care 

  ******************** Customer Care

  Email response from store to client 6.27.23: 

  Dear *****, 

  
  I hope this email finds you well. I am sorry to hear that you are not satisfied with the pair you recently purchased from Stuart Weitzman. At Stuart Weitzman, we prioritize quality control and take customer feedback seriously. After thoroughly investigating your concern, we have determined that it does not stem from a manufacturer defect.
  Nevertheless, we value your satisfaction as our customer and would like to offer you some alternatives. We are more than happy to facilitate an exchange for another pair of shoes that better meets your expectations. Alternatively, we can provide you with store credit that can be utilized for future purchases.

  
  We apologize for any inconvenience, please dont hesitate to reach out and let us know which option you prefer.
  

  Best Regards,

  Stuart Weitzman **********************
  S: ************
  

  Customer response

  07/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have emailed them back on June 28, 2023. And mentioned to them that I dont accept any store credit due to the poor quality. I would like them to fully refund, and will never buy products from them anymore. I didnt get any reply back from them after. Please help me out. Thank you. If you need more detail regarding the issue and email, please feel free to let me know. Thank you. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** **
  
  
  
  
   
  

  Business response

  07/11/2023

  To Whom it May concern, 

  A refund was issued to the client 7.4.23 back to the original form of payment via. the retail store. 

  This case has now been resolved on our end. 

  Best, 

  ****** 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order *********** on 02/07/2023 for $524.70 Order *********** on 10/13/2022 for $377.94 I wrote four reviews in total for these two orders and they have been ignored. I contacted live support chat which made me wait 2 weeks for a response from their supervisor through which explains the reason why my reviews were not accept. The reason she gave me appeared suspicious to me that they simply do not want to publish my reviews due to their brand being sexist and not wanting men to wear their boots. I can attach screenshots of the emails that the supervisor wrote me which I think is a poor excuse to not publish my reviews. She did not reply to my email after I wrote her a complaint and demanding her to publish at least one only reviews.

  Customer response

  05/21/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Stuart Weitzman regarding complaint ID ********. I only desired for my reviews to be published on your website since I own 6 pairs of stuart weitzman boots.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order in the amount of $426.87 USD (Order number is: ************) on the website of "************************************************** for Cyber Monday sales at 6:19 PM, Nov 29 2022.Only after less than 3 hours, I realized that the mailing address is incorrect( I was not asked to input it, it just fetched the information of my Paypal account), at 8:49 pm, I called the **************** number at ************. The representative who answered my call told me that because the order was placed more than 30mins, so they can't either update the correct address for me or cancel the order. Through the phone, she told me that the only thing they can do is to proceed with shipping all the three pairs of shoes to a place where I'm not living anymore. I don't think this is what called "****************", they didn't assisted me but making things even worse. I believe I have every right to update my address. And I recorded the last 10mins of the conversation with the SW agent, I can send it through email to prove what I said is all truth. And I made complaint against it with online agent too.When I shopping with other merchants, they help me to fix the issue. I already told StuartWeitzman that the address is incorrect, it's totally the responsibility of them if they insist on shipping out the items on my order to the wrong place. As I already told them early enough.The correct mailing address for my order is: "1 ****************************************************************". My request is that they should send my order to the address above.

  Business response

  12/27/2022

  Hi, 

  Apologies for the delay in response. 

  Outside the one call, client never reached out again concerning this order and any error made. Client also had the option to contact *** to have the address changed, which doesn't appear to have happened. How does the client wish to be serviced at this time?

   

  Best, 

  SW Customer Care 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a pair of Stuart Weitzman Jimena 50 s1225 sandal from the Palo Alto store, I wear them 2 times and the front flip flop area of the sandal came apart when I was walking and causing me to trip over and fall . I took the sandal to the ********* outlet store and the ** confirm the cause was due to manufacture defect and ask me to contact customer service at ************. I called and email customer service asking for an exchange or repair . The reply I received from them was since I lost the receipt and I paid in cash, and the Palo Alto store closed permanently, they advised me to just go to a local shoe cobbler and get them fix ! I dont understand why I have to paid to fix a pair of sandal that have manufacture defect. I am asking for exchange or repair for them.

  Customer response

  08/21/2022

  At this time, I have been contacted directly by Stuart Weitzman regarding complaint ID ********, however my complaint has NOT been resolved because:

   A person name **** sent me an email saying they will not do anything about these sandals!! I am very disappointed with the customer service!

   

   

   

   

  Sincerely,

  *********************

  Customer response

  09/14/2022

  At this time, I have been contacted directly by Stuart Weitzman regarding complaint ID ********, however my complaint has NOT been resolved because:

  They will not exchange or fix the sandal. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *********************

• Initial Complaint

  04/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order for a pair of shoes and did not receive them I cannot get the company to even respond to my problem I have brought this to their attention twice My order is *********** I want a refund now this is terrible I am not being replied to

*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. ↩