I ordered a pair of boots from Up2Step for an event and placed the order weeks in advance. After not receiving any shipping updates, I reached out to customer service multiple times.
They eventually told me that production had been delayed and that the boots would not arrive in time. I requested that the order be canceled and refunded. A representative confirmed that a refund had been submitted and that I should receive it soon.
Unfortunately, the refund never came. I followed up several times over the following weeks and months and kept receiving responses saying they would “check on it,” but nothing was ever actually resolved.
In the end, I had to dispute the charge through my bank to recover my money.
This was extremely frustrating. If an order cannot be fulfilled, companies should refund customers promptly instead of delaying and ignoring repeated requests. Based on my experience, I would not recommend ordering from this company (I do believe this is a scam company)