rackroomshoes.com

It’s not a BOGO if you can’t wear the shoes you order

I placed an online order for five pairs of sneakers (totaling over $200) intended as Christmas gifts for my husband. Upon delivery, the items arrived in poor condition:• All five shoe boxes were damaged: two were completely destroyed (torn/crushed, appearing mishandled during shipping), and two others had handwriting on them.• One pair of sneakers still had the security tag attached, rendering them completely unwearable (alarm would trigger if worn, and removal risks damage).These defects make the products unusable and not fit for their intended purpose as a consumer purchase.On January 9, 2026 (Fri at 3:08 PM), I emailed customer service detailing the issues and attached photos of the damaged boxes and security-tagged shoes. I requested prompt resolution beyond a standard discount.They responded once (acknowledging the sensor tag and damaged boxes) and promised to “provide return forms so that we may remove the sensor tag.” However, they did not clarify the process (e.g., whether I’d get the original pair back after tag removal or a new replacement) and never sent the promised return forms/instructions.I followed up on January 12, 2026, reiterating the need for clarification on the return process (two scenarios outlined: return for tag removal and reship original, or new replacement), the return documentation, and expressing frustration over the inconvenience (extra trip required) and lack of response. I also noted additional recent purchases (nearly $100 more in the last month) and my disappointment as a repeat customer.Despite daily follow-up emails since then, I have received no further response (now over several days of silence as of January 15, 2026). This lack of follow-through has caused significant inconvenience, especially since the items were gifts and the order was expensive.

Date of experience: Jan 09, 2026