Placed initial order, forgot to add something and then went back and ordered an additional item 1 minute later. I was charged a shipping fee for each. Reached out to customer care and didn’t receive a... Se mer
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Det här tycker kunderna
Every time I make an in-store purchase it’s always a good experience, great hospitality for the last few years shopping with feature. They always carry product of interest every time I make a purchase... Se mer
Feature has decent prices and selections but the shipping is just too slow. If it was free shipping, I wouldn't mind. But, having to pay and your item doesn't move for 4 or 5 business days really disc... Se mer
My package has not had a shipping update in over a week and a half. I reached out to customer support for help and was told nothing could be done until 30 days have passed, and in addition to th... Se mer
Företagsinformation
Skrivet av företaget
FEATURE has been providing iconic, limited-edition footwear, high-end apparel, and accessories for over a decade. Starting as a small sneaker store in Chinatown near the Las Vegas strip, it has since transformed into a movement of fashion, music, and art—the three pillars of the FEATURE DNA. Home to over 120 of the most exclusive top-tier brands from Nike and Stone Island to Rhude and Comme des Garçons, FEATURE also offers an in-house private label of essential ready-to-wear apparel, graphics, headwear, and accessories. From its online storefront to its original location in Chinatown, Las Vegas and a flagship store in the Wynn Plaza Shops, FEATURE’s unparalleled experience has spread into Calabasas, CA and a brand-new location in Scottsdale, AZ.
Kontaktuppgifter
Spring Mountain Road 3735, 89102, Las Vegas, USA
- feature.com
3,5
Medel
677 omdömen
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Horrible customer service
I will never order from feature.com again they guarantee next day shipping and it’s not next day so they are false advertising on their site I ordered on 3/28 and it said guaranteed delivery by 3/29 I still have not received my order and asked for a refund and they said order had already processed but it has not been shipped so they definitely could have canceled the order! My first time ordering from this site and I won’t ever order again please be aware you will not get your order on time they have just sent me a tracking update on 4/1 I asked for at least a refund on next day shipping and they said the shipping does not include processing times well stop guaranteeing next day delivery smh
27 mars 2024
Omdöme utan inbjudan
Svar från FEATURE
As stated in the email regarding your order shipping, your order was under review by our security team which caused the delay in shipment. We have to await for the order to be cleared to ship and with this process it can take up to 3 days for it to clear. Your order was cleared under 48 hours and shipped out right away. Being that the order shipped close the weekend it also caused delay as in the weekends are typically non business days for carriers deliveries. We are sorry that your package was not shipped in the expedited shipping that you were expecting but do to circumstances and polices set in place to assure all packages are being shipped to the correct address and customer we had to wait for the clear in order to fully ship your package out to you. Your order was delivered within the shipping method time period in which you paid for.
Poor customer relations
I think the shipping options are misleading. I paid for 2 day shipping and my package came 14 days later. When I asked feature who was going to reimburse me, they told me there was nothing they could do and I needed to contact the shipping company. I did that and the USPS said they don’t guarantee 2 day shipping. Feature should reconcile this. I’d also like to note that when I did reach out to feature they told me there is nothing they could do about it. The response they provided says to reach out and I have done that twice.
13 mars 2024
Omdöme utan inbjudan
Svar från FEATURE
I understand your concerns with the delay in your order. As stated in your email we informed you that the carrier notified us in regards to possibly delays with packages during the time your package was shipped out. When the carrier experience delays those reasonings and causes is out of our control unfortunately. I do ask to reach out to our customer support via email or live chat and an agent will be be able to reconcile this at best as possible for you.
2 weeks for returns is terrible!
29 februari 2024
Svar från FEATURE
Thanks for reaching, all eligible items that are able to be returned is approved on our end and a return label is sent to the customer email associated with their order. The timing in which the item is returned and processed depends on the customer and carrier. The sooner the item is dropped off to the carrier the quicker they can send out back to our facility where our returns team will process and return accordingly. If you have any other questions regarding our returns policy you may reach out to a customer service agent via live chat or email and they will gladly provide you all the information needed to answer your return questions.
Worst Customer Service Ever - Do Not Order!!!
I placed an order for four t-shirts and paid $61 for overnight shipping on Friday, March 22, 2024. The Feature website stated, "Guaranteed Delivery by March 25, 2024." THE BEST PART IS THAT FOR AN EXTRA FEE I COULD HAVE SELECTED, "SATURDAY DELIVERY." THIS IS AMAZING, THEY SAY IT TAKES UP TO THREE DAYS TO PROCESS AN ORDER, BUT YOU COULD PAY EXTRA ON FRIDAY MORNING FOR SATURDAY DELIVERY. INTERESTING, HOW DOES THAT WORK?
Only half of my order was shipped and delivered on March 25, 2024.
I e-mailed Customer Service and asked why only half of my order shipped. I explained that delivery was guaranteed by March 25 and therefore I needed the remainder to be cancelled and asked to be refunded the overnight shipping fee, since I am out of the country and no longer need the order.
The response was, "Your order has shipped, it can not be cancelled."
On Tuesday, March 26, I received a second e-mail informing me that the second half of my order shipped. I again e-mailed customer service, asked why they provided in accurate information on Saturday and asked for my order to be cancelled and my credit card refunded.
The response, "Your order has shipped and can not be cancelled."
Thank you for the helpful response. You shipped the order three days after I asked for it be cancelled, because you do not offer refunds. Feature is a scam! They are dishonest and unhelpful. I have the e-mail chain to prove it.
CUSTOMER SERVICE RESPONDED TO TRUST PILOT BEFORE THEY RESPONDED TO MY E-MAILS. THIS SPEAKS FOR ITSELF AND IS WHY I AM ONE OF MANY NEGATIVE REVIEWS COMMENTING ON YOUR HORRENDOUS SERVICE.
24 mars 2024
Omdöme utan inbjudan
Svar från FEATURE
Thanks for reaching, Our company policy does states that we do have a 3 day fulfillment time. Order are subjective to take the whole 3 days to fulfill due to allocation time for items. In cases items are delayed it's due to the transfer time from items to come from our store front location. In this specific situation your items were need to be sent over from our store in order to ship out to you. Being that your order was placed close to the weekend it does not account for the weekend dates that are not consider business days for orders to be delivered. The split shipment is due to item fulfillment locations. We were able to fulfill the remaining item from a store that is not located in the same state as our HQ. No extra shipping fees were charge for this order due to split shipment. Being that orders are processed and shipped we are not able to cancel as it is complete. If you have any other questions regarding any policy or the process of your order you may reach out and a representative will love to provide you the desired information. All orders are handled through email or live chat at this time.
Do not shop feature. They will not support you in finding your package
More about the store and service than shoe. Item still has not arrived and customer support is not willing to check on the package. Advised I had to wait 30 days from ship date to file a claim and receive refund. Will not be shopping at Feature again. The sneaker game is too large not to properly support customers.
23 februari 2024
Omdöme utan inbjudan
Svar från FEATURE
Our insurance policy on all lost packages is to assure that more than enough time is given for the package to be found and delivered by the carrier. Instances packages do get found and delivered within the 30 days which prevent us from having to file a claim. The 30 day waiting period is requested/mandated by our insurance policy provided. If you have any other questions in regards to your order or package tracking feel free to reach back out through customer support or live chat.
Even worse customer service…
Thank-you to whoever responded to my initial review on here. Because this perfectly illustrates my point. I again emailed customer service about my incorrect sizing of Salehe Bembury Crocs. Both were labeled as size 9, but there is a clear size difference between the two shoes. They told be nothing could be done again. As an online customer, I have no way in verifying the product that I am receiving. Thats on you, the company. How can I ever trust in ordering from you again without the fear of receiving an inadequate product? I simply can not.
5 mars 2024
Omdöme utan inbjudan
Svar från FEATURE
I apologize for the inconvenience, email again and title the email "trust pilot review" and the customer service manager will assist you to better resolve this issue.
Better be 100% sure
Horrible return policy better be 100% if ordering from them.
5 mars 2024
Omdöme utan inbjudan
Svar från FEATURE
As conveyed in the email the items you purchased were listed as FINAL SALE due to the use of the coupon/promotion code on your order as well as being stated in the item product description. Our return policy does mention that any items on sale or purchased with any discount or promotion code are deemed as FINAL SALE and are not eligible to be returned. All of our company policies are listed on our on webpage and is easily to access at any time. If you have any other questions on concerns with your order or future purchases please contact customer support through our live chat or email.
Experience was awesome
29 februari 2024
Love this site!
I’ve had some good wins on the feature site and will continue to use to catch W’s for shoes. Site is easy to use and get around!
28 februari 2024
The customer service is terrible
The customer service is terrible, they're slow to respond and they have no consequences because I have no way of reaching their supervisors. When I requested to speak to a higher level management, they just stopped responding to my email.
19 februari 2024
Omdöme utan inbjudan
Svar från FEATURE
Our manager was able to communicate with you stating to you that being that the package was already shipped out we were unable to change the address. All address changes inquiries post shipment will have to be changed through contacting the carrier.
Thanks for Staying on Trend 👨🚀
My experience shopping in-store and online at FEATURE has always been great. They always have the best shirts, kicks, and accessories I like. Their track record when it comes to shipping time has always been on point too. Def give them a visit and give your wardrobe the edge you’ve been looking for. Thanks for the threads ⚛️
15 september 2023
Omdöme utan inbjudan
Won't do returns
Won't do returns. I ordered the wrong shoes and now I can use them. That sucks. Awful customer service, nonexistent.
12 januari 2024
Omdöme utan inbjudan
Svar från FEATURE
All eligible items are able to be returned. Items that are marked or deemed final sale in the item product description are not eligible. if you do need help clarifying if your item is eligible to be returned please reach out to customer support via email or chat and a agent will gladly assist you.
Feature sent me two xxl items that…
Feature sent me two xxl items that won’t even fit a 5’6 140 pound male. I beleive they sold them for this reason. They needed to get rid of them. They did not disclose that they were children sizes. They refuse to refund and allow me to return the items. I would avoid ordering online from this website and they are misleading and will not refund you if the sizing is not correct.
1 december 2023
Omdöme utan inbjudan
Svar från FEATURE
Your items on your order does state and match the sizes that you received for this order. As disclosed and provided to you that we are unable to exchange your item due to it was purchases on final sale with use of promotion code and you did receive correct size on your order. The policy for all final sale and promotional are listed on our page and is accessible to all customers.
THEIR A FRAUD STORE
THEIR A FRAUD STORE. ILLEGALLY DEBIT MY CARD FOR THE NEW RETRO JORDANS. ENTERED MY INFO MANUALLY IN LAS VEGAS. SAID I ENTERED A RAFFLE OF $231.OO N I WON. BS! HOW CAN I MANUALLY ENTER MY INFO FROM HERE. U CANT CONTACT CUSTOMER SERVICE. THEIR ISNT ONE AT ALL. THEY NEED TO BE IN SERIOUS TROUBLE.
CROCK OF BULL-I WAS SO PISSED 😡 OFF! I IMMEDIATELY CONTACTED MY CREDIT CARD COMPANY.
THEY HAVE ALOT OF BAD REVIEWS! THAT COMPANY NEED TO BE INVESTIGATED BY THE FEDS! IM REPORTING THEM TO THE BBB! I HAVE SINCE BLOCKED THEM. I CANT REMEMBER THE DATE. THE PURCHASE WAS MADE. RIP OFF FRAUD STORE N COMPANY😡🤬 HOW CAN I MANUALLY ENTER A RAFFLE IF IM IN LOS ANGELES??? THESE PPLS ARE TRYING TO COVER THEIR FRAUDULENT BUTTS. I REPORTED THEM. ITS ON!
21 januari 2024
Omdöme utan inbjudan
Svar från FEATURE
I can assure you all of our business is legitimate. All raffle information is manually submitted by the customer at all times. No information is taken, compromised in any miss used on the customer behalf. All of our employees are upstanding employees of not just our company but our local community as well and looks to provide great customer service in store and online. I can assure you that your information was not input for this raffle on our end being that this is your first ever order with us as a company. If you believe this order was unauthorized by you, we suggest contacting your bank and you should be covered by these charges.
I'm still trying to return my items
I'm still trying to return my items. I brought the Essentials Fear of God outfit for my nephew in a XSmall the day I got it saw it was too big. Sent them the message the day I got my items first they said no returns due to final sale and other nonsense but my items did not state anything that was listed in their return policy which I read before placing my order. So I tried to compromise I saw the same brand in a 14/16 which is the next size down and they still say I need to exchange for the same thing and it is. I would not recommend this online store maybe if you stay in a state that have a store but most definitely not to order from them. Like I'm still within the 14 day return policy and non of the exception apply to my items. They need a 0 star rating!
26 januari 2024
Omdöme utan inbjudan
Svar från FEATURE
In all of our items product descriptions especially fear of God, we do state that the item is final sale due to the limited nature of the item as well as we suggest all of our customers to size down due to the item sizing. All essential items does run big for an oversized fit. for a more comfortable fir we suggest customer to size down. Our return policy has been the same for many years for all final sale items and do have to follow not just this policy but all of our company policies and procedures.
Poor ethics and won't honor return
Awful customer service. Returned shoes that were clearly worn previously and they would not refund my card (only offered store credit) because there was a piece of TAPE on the box when I sent it back. Unacceptable- Do not trust this company.
5 februari 2024
Omdöme utan inbjudan
Svar från FEATURE
Thanks for reaching out, prior to returning your item you were informed to not place the return label on the item due to it would damage the item and deem it as defective and nonreturnable. Being that the instructions was not followed we were unable to refund you. Your item was shipped back to you as requested. If you have any other questions or concern regarding this policy or decision please feel free to reach back to customer support.
Awesome as always
31 januari 2024
Terrible customer service
Terrible customer service!
Wore an item once. The seam starts to split, obviously a defective item. I contact customer service and what do they say: You took the tags off so we can't accept this item back.
I won't ever shop with Feature again, but if you do, remember to keep your tags on so you can return the item when it falls apart.
16 januari 2024
Omdöme utan inbjudan
Svar från FEATURE
We do states in our company policy and terms and conditions that all returns must be unworn and tags attached to the item. We are unable to accept items back being that they have been worn and used. Please reach out to any of our customer service support channels rather it is live chat or via email to better assist you further.
the 'Feature' is a NIGHTMARE!
Ordered an item Dec 9th and it showed up over 2 weeks late on Jan 11!! and??...Damaged WITH **TWO** Big holes in it. Cost me $144 and these people dont want to do the right thing and give me a FULL refund. DONT BUY HERE!
11 januari 2024
Omdöme utan inbjudan
Svar från FEATURE
Our customer service representative issued you a return label to return the item for a refund. In order for us to refund you for the defective item it has to be returned. If you need further assistance with this order please feel free to reach out to out again to customer support via email or live chat.
Feature only shipped one out of 4 items I ordered and are ignoring all attempts to contact them
They robbed me. I ordered 4 T-Shirts they shipped one and said all 4 were delivered. I made numerous attempts to contact them all were ignored.
3 januari 2024
Omdöme utan inbjudan
Svar från FEATURE
I apologize if there was any miscommunication, your order was split into two shipments as stated in the email where we provided you the tracking information.
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