Brooklynridge.com Suspicious Shop

I strongly recommend exercising caution before ordering from Brooklyn Ridge. I ordered three pairs of shoes, and when they arrived, they did not fit properly. Brooklyn Ridge’s website states that returns must be requested within 15 days of receipt, so I contacted the company immediately to begin the return process. What followed was an incredibly frustrating and unnecessarily difficult experience. I repeatedly emailed requesting return instructions. Responses were sporadic and delayed. I was asked to provide photos of all three pairs of shoes and their size tags, which I promptly did. I continued following up and still did not receive a clear return address or complete return instructions. Because I was concerned about missing their very strict 15-day return window, I eventually shipped all three pairs back to the physical business address I was able to locate. Before the package was delivered, I emailed Brooklyn Ridge the exact address I had shipped it to AND provided the UPS tracking number. At that point, the package was still in transit. No one contacted me to say the package was being sent to the wrong address. No one provided the correct Missouri return address while there was still an opportunity to intervene. Brooklyn Ridge later apologized to me for its delayed responses. Only after the package had already been delivered was I finally provided with a different return address. I then supplied Brooklyn Ridge with UPS tracking and proof of delivery. At one point, I was told that once the return was received, my refund would be processed, less a 10% restocking fee. I waited. Instead of receiving my refund, I was later told that I needed to contact UPS to somehow “redirect or recover” a package that had already been successfully delivered weeks earlier. That makes absolutely no sense. UPS completed the delivery. Brooklyn Ridge had the tracking information before delivery, knew exactly where the package was going, failed to provide the proper return address in a timely manner, and then shifted responsibility back to me after the fact. We have now exchanged nearly 20 emails over what should have been a basic return. On Tuesday, September 22 at 1:54 PM, I sent Brooklyn Ridge a detailed email summarizing the entire history of the return, requesting that the matter be escalated to a supervisor or manager, and asking for a substantive resolution. I did not even receive an acknowledgment that the email had been received. I also previously requested a phone call in an effort to resolve the matter directly and professionally. That call never came. Throughout this process, I have kept complete documentation, including my original return request, follow-up emails, photographs, tracking information, proof of delivery, and Brooklyn Ridge’s responses—or lack thereof. The issue here is not simply that the shoes did not fit. The issue is the lack of timely communication, unclear return instructions, repeated delays, failure to acknowledge correspondence, and the continued attempt to make the customer responsible for a problem that could have been avoided with basic customer service. A simple return should never require this level of effort. Unfortunately, based on my experience, I would NEVER recommend Brooklyn Ridge.