Robert B

I am writing to formally express my deep disappointment and frustration regarding my recent order placed and paid for on 16th September 2025.

Despite my timely payment, the order was never shipped. On 18th September, I received an email from your team, after which I promptly replied with the required information. Unfortunately, I received no response. After waiting two days, I followed up again on 20th September, yet still no reply.

In my attempt to resolve this issue, I reached out through your live chat with a representative named Stephanie, who acknowledged the problem was on your system’s side and assured me that your customer service team would respond to my email. To ensure visibility, I even contacted you through Instagram direct messages, where I was once again promised a reply "as soon as possible." However, more than 48 hours passed without any proactive communication from your side.

When I followed up yet again, I was told that I had not submitted the necessary document—despite my clear evidence that the attachment was included in my original email. After resending proof, I was shocked to then receive a reply implying I had filed a dispute with PayPal, which was not the case at that point.

This experience has been exhausting, unprofessional, and deeply discouraging. While I believe your store may generally provide good products, the handling of my case reflects poorly on the dedication and accountability of your customer service team. It is not acceptable for a paying customer to have to repeatedly chase responses, provide the same evidence multiple times, and still be met with dismissal or blame-shifting.

At this point, I feel I have no choice but to escalate the matter with PayPal in order to protect my purchase. I regret that it has come to this, but the lack of responsibility and effective communication from your side has left me with no other option.

I sincerely hope this feedback is taken seriously, as no customer should have to go through such a frustrating and disappointing process simply to receive what they rightfully paid for.

I had a very good experience with this seller.
The checkout process is a bit unusual since the order has to be done manually through WhatsApp, which at first felt like a bit of a hassle. However, the service made up for it completely.

I have been traveling in Bali for the past month and often struggled with local sellers, as many did not speak English well and couldn’t really help me with my payment issues. Urbansneakersid was different — their staff was very helpful and patient. A big thanks to Benny, who guided me through all the payment problems I faced.

In the end, everything went smoothly, and I am really satisfied with my purchase. I will definitely buy here again.
Highly recommended!

Just an update right now !
I have write review 4days ago , and it was clearly replied by so called GOAT Representee from this trustpilot website , which i guess is a Bot anyways with same comment as always

Guess what?
So i made another purchase again , hopefully they know their mistake and try to be better

As always use their so called cheapest LOGISTIC they could find ARAMEX

although i purchase over 500++ shoes from my account since 2018 , yet right now i can annouce ,

Its over , time to find better place guys

fakes and irresponsibility from management arc is begin ,

Focused more in profit over quality and brand image

Well played,

Also update from my previous case , guess what none of them respond to my email or my case which its 4 order = around 2k usd

until today i update , no response

becareful

Used this app since 2018 ,

Ever since they work with shipping company ARAMEX and other useless logistic just to cheaper their cost of shipping , whole company starting to collapse down ,

Worst shipment you can possibly find , just to get more profit from shipping arrangement , yet customer need to get problem with their lack of capability to find a decent Shipping Logistic like DHL / FedEx / UPS
there are choices of Biggest company on logistic yet they chose Aramex which is the worst ever ,

Item was shipped on May , and received in my country on June end , took almost 2 month to arrive and notified

Which no one is look forward to the order anymore with the absurd charged of VAT which is 90% the price of the shoes . which is super absurb

Shoes cost USD 460 , VAT charge from ARAMEX USD 400 , Which is a robbery and of course as customer we REJECT it!

Yet GOAT don't want to take responsibility to take the returned sneakers , while customer has not even touch or opened the package yet , not even saw the package yet