Order #57964: Shoes arrived packed in plastic bag without a box and were full of scratches and scuffs that made them unwearable. The site stated full-grain leather, but the nubuck leather quality app... See more
Company replied
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Awful lying business platform and lousy shoes. The company changed its return policy anfter I ordered and rendered all orders unreturnable, even mine which was purchased under a previous return policy... See more
Company replied
Shoes are very good, especially for wide sizes. Shipping takes forever. And worst of all, customer service makes promises initially then quits communicating. I am still owed for a legit return made ne... See more
Company replied
I bought a pair of Adalante shoes several years ago, and can attest to the quality. However I recently ordered shoes online from their website and the order just went missing.. I reached out via email... See more
Company replied
Company details
Written by the company
Adelante handcrafts extraordinary leather footwear one pair at a time in Pastores, Guatemala. Our made-to-order model unlocks a full spectrum of size and width options so you never have to compromise on fit or comfort. In early 2026, Adelante completed an ownership transition to local shoemaker and original Adelante co-founder Horacio Alvarez (and family). The man who inspired the Adelante mission acquires the brand he helped build. Beginning April 1, 2026 all Adelante orders are delivered direct from Cobbler-to-Customer within 6 weeks of purchase. Any Size, Any Width. Personalize Your Look. Crafted With Purpose in Guatemala.
Contact info
United States
- support@adelanteshoes.com
- adelanteshoes.com
1.6
Bad
42 reviews
Replied to 100% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
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They are just terrible at making shoes
They are just terrible at making shoes. They say they are empowering Guatemalans but I highly doubt this is accurate. Whoever made my shoes was either under-trained, over-worked, or not given adequate tools. For what it costs to have these piece of crap shoes made I can fly there myself and find someone who knows what they are doing.
3 May 2024
Unprompted review
Reply from Adelante Made-To-Order
Hi David: I am very sorry to hear about your poor experience with Adelante's product quality. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Top priority among my initiatives are a return to exceptional craftsmanship and on-time delivery, while still remaining rooted in our mission. We no longer sell inventory products; you can count on all Adelante products will be made-to-order from here on out.
If there is anything that I can do to regain your trust, please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Responded to a sale
Just received a pair when they were running a sale. Great, except that they look like they have been worn. The left shoe has two pretty noticeable stains.
No more business from me
15 April 2024
Unprompted review
Reply from Adelante Made-To-Order
Hi Al: I am very sorry to hear about your poor experience with Adelante's product quality. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Top priority among my initiatives are a return to exceptional craftsmanship and on-time delivery, while still remaining rooted in our mission. We no longer sell inventory products; you can count on all Adelante products will be made-to-order from here on out.
If there is anything that I can do to regain your trust, please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Avoid this company at all costs
Avoid this company at all costs.
The customer service experience is non-existent. I purchased a pair of shoes that did not work for me, I emailed straight away to set up an exchange, and it took four tries before someone responded to me letting me know I had until Monday of the next week to return them or they were outside of the exchange window. I footed the bill to have them sent back on the fly, and they arrived back to them March 4th. I have called and emailed twice a week since then to inquire as to where the shoes are and where my store credit is, and nothing. They are a terrible company and I wish that I had read others’ reviews before I had ordered there. Now I am out over $200 and I have no shoes.
4 March 2024
Unprompted review
Reply from Adelante Made-To-Order
Hi Courtney: I am very sorry to hear about your poor experience with Adelante fulfillment and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Buyer Beware
Buyer Beware! Can’t get reply and can’t get refund and shoes still not delivered.
Looks like Peter Sacco (owner) has gone quiet while his company continues to take peoples money in unjust style.
My experience is similar to the ones written here complaining about customer service and rip-offs.
25 March 2024
Unprompted review
Reply from Adelante Made-To-Order
Hi Brian: I am very sorry to hear about your poor experience with Adelante fulfillment and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Please do not hesitate to reach out to support@adelanteshoes.com if there is anything I can do to regain your trust.
All the best,
Horacio
awful
shoes took forever to arrive, they were the wrong size, customer service is basically non-existant.
2 February 2024
Unprompted review
Reply from Adelante Made-To-Order
Hi Aryeh: I am very sorry to hear about your poor experience with Adelante fulfillment and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Only one shoe received
Second pair I bought from Adelante. First pair was great. I received my second "pair" in a sealed box. There was ONLY ONE SHOE IN THE BOX. Company informed me because I didnt buy shipping insurance they would only refund me for one shoe. I told them the package was sealed so it wasn't a shipping issue. They have now gone silent on my customer service request. This was a total ripoff of almost $300. They could have had a life long customer but now I will never purchase from them again
6 December 2023
Unprompted review
Reply from Adelante Made-To-Order
Hi Jeffrey: I am very sorry to hear about your poor experience with Adelante fulfillment and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Don't Order From This Company!
First, the boots I received were the wrong calf size. I ordered standard (43cm-44.9), the calf measures 50.8cm. Big difference! I'm on my 3rd Request for resolution. They're customer service sucks!! You only have 30 days to make your return, however, you are at the mercy of customer service to get back to you with the return authorization and label. My window to return these is closing. They take your money right away but, no customer service.
29 November 2023
Unprompted review
Reply from Adelante Made-To-Order
Hi Aryeh: I am very sorry to hear about your poor experience with Adelante product quality and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
long delivery, poor shoe quality, poor support
After ordering a pair of leather shoes in May, it took 5+ months and over a dozen back and forth emails with customer service before they were shipped and delivered. After 3 days of wear, the tread on the shoes became unglued and were unwearable. Another month and a half later, and Adelante support has been unable to facilitate a refund or even a shipping label for a return.
22 October 2023
Unprompted review
Reply from Adelante Made-To-Order
Hi Jay: I am very sorry to hear about your poor experience with Adelante product quality and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Horrible Customer Service, Rip off Trade Practices!
After purchasing a pair of shoes, they did not fit but I thought no problem because I purchased a Seel Warranty for guaranteed exchange!
STOP- everything went very bad from there. It took this company 8 days to answer my Adelante Website Generated Contact Form by email. (8 days). They did not answer their phone calls and the msg said they were closed(yes during normal business days and hours); after 8 days and several phone calls and several contact submission forms, I got a reply. I had to pay again for my own return. This company is unprofessional, if your thinking about making an order....stop, don't do it. Find a reputable American Company ....just don't learn the hard way like me.
6 November 2023
Unprompted review
Reply from Adelante Made-To-Order
Hi Benjamin: I am very sorry to hear about your poor experience with Adelante fulfillment and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
After purchasing from a vendor
After purchasing from a vendor, I have sent numerous follow up emails and made many calls to try to get a hold of someone as I believe the order placed was incorrect. I have now read numerous reviews to the same extent.
I plan on calling my credit card company to cancel the order if I do not hear back from them.
28 October 2023
Unprompted review
Reply from Adelante Made-To-Order
Hi Jeff: I am so sorry to hear about your poor experience with Adelante customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Top priority among my initiatives are a return to exceptional craftsmanship and on-time delivery, while still remaining rooted in our mission.
If there is anything that I can do to regain your trust, please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
My latest email to Adelante customer…
My latest email to Adelante customer service is below. They are historically non-responsive.
I started out buying a pair of boots. They are very nice and fit well. They were not delivered within the promised time frame.
I then bought a pair of boots for my son for a gift. They were several weeks late and arrived just in time.
I purchased another pair of boots for myself. Again, I was satisfied with the boots, although delivery was again later than promised.
I bought a pair of shoes for myself and a matching belt. The shoes fit marginally without socks and so I rarely wear them (in fact, only twice since purchase). The belt is unfinished and of substandard quality. For $125, I could have purchased a polished belt that is stylish and high quality.
Now, you have sent me shoes in a box that arrived several weeks after expected and was quite wet and damaged. The shoes were damp. They were misshaped on arrival. They are ill-fitting and poor quality (the inserts are loose and unstable). They are light blue; the photo that I ordered appeared dark blue. I bought these shoes from you thinking that they were dark blue in lieu of purchasing light blue shoes from Allen Edmonds.
You now want me to return the shoes for a credit. I don't want any more shoes from you at this time, I cannot say that I will ever want another pair, and I don't want to offer your credit as a gift.
Regarding your comment "Facilitating returns for refunds costs us a great deal, and as a small social enterprise, we’ve made the decision to focus our limited resources on empowering and uplifting our craftspeople in Guatemala. It’s nearly impossible to honor our mission while also trying to match the return and exchange expectations set by behemoths such as Zappos and Amazon.":
This is simply an excuse to refuse to return money to a dissatisfied customer. How can providing me with a credit and another pair of shoes tax your resources any LESS than simply giving me a refund? It defies logic to think that you will give me a 110% credit to have another pair of shoes made. That would necessitate the use of materials, labor, and shipping and would still result in a 10% refund of purchase price.
This is your last opportunity to provide me with a return label for free shipping back to you and a promise to refund my money in full. Otherwise, I will report your company to the credit card company that you charged and ask them to reverse payment. I will also then make a point of finding every social media outlet available to report my experiences with your company on an ongoing basis.
Send me a return label.
Do I get a refund of my money or not?
1 October 2023
Unprompted review
Reply from Adelante Made-To-Order
Hi Theodore:
Same story, for which I apologize.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Horrible customer service and long delays - if you ever get shoes
Ordered shoes and paid for them in August. Numerous inquiries from me over a 2 month period via email and phone. No response. Filed with BBB. Received an email from CEO, Peter who said shoes would ship within 10 days. Four weeks later still no shoes or additional updates. Filed again with BBB.
20 October 2023
Unprompted review
Reply from Adelante Made-To-Order
Hi Jeff: I am very sorry to hear about your poor experience with Adelante fulfillment and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
I placed order In September
I placed order In September, on ShopPay it says partially delivered, but no tracking number or any other info...this was on order#49255..can't get hold of anyone on email or by telephone...no response.
6 October 2023
Unprompted review
Reply from Adelante Made-To-Order
Hi Meyrand: I am very sorry to hear about your poor experience with Adelante fulfillment and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Deleted my review on their site which demonstrates dishonesty about their product and real reviews
I give a one star for having better communication after a horrible review but just like the one guy stated they deleted my review which not only was disrespectful but demonstrates they aren’t a good company if they can’t provide true and accurate reviews on their site. Which tells me they have more negative reviews they hide then we will ever become aware of which is not what a company should be about
6 May 2023
Unprompted review
Reply from Adelante Made-To-Order
Hi Sarah: I am so sorry to hear about your poor experience with Adelante. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Top priority among my initiatives are a return to exceptional craftsmanship and on-time delivery, while still remaining rooted in our mission.
Please do not hesitate to reach out to support@adelanteshoes.com if there is anything I can do to regain your trust.
All the best,
Horacio
Great shoes for a good cause.
My husband has some custom shoes made and received a free wallet! He loves the shoes and also the wallet. The dog ended up eating the wallet so we just ordered a new one as well as a belt. We love that they are helping employe people in Guatemala. We love seeing who made the product and that the money is going to support someone. Good quality comes at a price, things are a bit expensive… but that’s just fine with us.
22 May 2023
Unprompted review
Reply from Adelante Made-To-Order
Hi Mindy: Thank you for sharing your positive experience with Adelante.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
If you have any questions about our focus moving forward, please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Custom Made shoes that don’t fit
My husband picked out this company and one other company for custom made boots for my birthday. After strong deliberation, I picked Adelante, and I picked the Reinas. All seemed well, and I followed all of the instructions. After 4 weeks, they arrived and were too wide in the feet and mildly too big around the calf. I talked to customer service, and new boots were ordered. They arrived, and they continued to be too wide around the ankles with my heel slipping constantly. After much back and forth it was determined that there was no fix. They do not offer refunds for this shoe, and it’s $395. They will only offer store credit. Please know, by custom made shoes they only mean 3 measurements, and there is no fix if you have athletic calves but slender ankles. I was ultimately blamed since I should have known the policy, but who would have thought that custom made shoes wouldn’t fit? I understand their mission for Guatemalans, but just know that you might inadvertently just be giving them money if nothing works out. Their inventory isn’t huge, but I will hope that something they make in the future will strike my fancy. (Sigh), I still don’t have a birthday present.
20 February 2023
Unprompted review
Reply from Adelante Made-To-Order
Hi Lucia: I am so sorry to hear about your poor experience with Adelante fulfillment and product quality. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Top priority among my initiatives are a return to exceptional craftsmanship and on-time delivery, while still remaining rooted in our mission.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Terrible quality; deleted review
Terrible build quality and inaccurate reviews. I purchased a pair of shoes and they fell apart. Took them to a cobbler who said they weren’t worth fixing. I left a review saying that, but it was deleted. Exchanged the defective pair for another model. Similar poor quality.
22 July 2022
Unprompted review
Reply from Adelante Made-To-Order
Hi Alexandra: I am so sorry to hear about your poor experience with Adelante product quality. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Top priority among my initiatives are a return to exceptional craftsmanship and on-time delivery, while still remaining rooted in our mission.
Please do not hesitate to reach out to support@adelanteshoes.com if there is anything I can do to regain your trust.
All the best,
Horacio
Trying to Arrange Return - Customer Service Not Answering
Hi,
I've been trying to reach this company regarding a shoe order. I've sent two emails that haven't been answered. I'm posting here in hopes that the company will reach out and arrange a return for me. Right now, I haven't had the best experience and would like to resolve this issue by the end of the week since it's been a month.
1 February 2022
Unprompted review
Reply from Adelante Made-To-Order
Hi Alexandra: I am so sorry to hear about your poor experience with Adelante customer service and fulfillment. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Top priority among my initiatives are a return to exceptional craftsmanship and on-time delivery, while still remaining rooted in our mission.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
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