‘Robbing People’: KICKS CREW Inc., Buries Customers in Hidden Fees and Punitive Policies, BBB Complaints Reveal
14 SEPTEMBER 2025, London, England – KICKS CREW Inc., a global online marketplace for high-demand sneakers, is at the center of a growing firestorm of consumer outrage, with a plethora of complaints revealing a pattern of alleged mis-selling, deceptive pricing, and punitive policies.
An investigation by Financial Fraudster News, supported by direct customer correspondence and a damning record from the Better Business Bureau (BBB), uncovers a business model that leaves customers feeling misled, trapped, and financially penalized.
The BBB has recorded 87 complaints against the company in the last three years, with 22 in the last 12 months alone. The business is not accredited by the BBB, and a review of its complaint history shows a consistent theme of unresolved consumer grievances.
The Bait-and-Switch: Hidden Fees and "Total" Costs
The core of the issue often begins at checkout. The experience of customer Lester Gold-Cohen provides a clear example. On 29 August 2025, he purchased a pair of trainers, with an order confirmation for KS1972304 showing a clear "Total" of £237.00, including shipping. However, after payment was made and the item was supposedly dispatched, an unexpected demand for additional customs fees was made.
When Mr. Gold-Cohen protested, calling it a "breach of contract" and an "act of mis-selling," he was informed by a KICKS CREW "Customer Experience Specialist" on 14 September 2025 that customs fees "are not included in your payment and will be billed directly by the courier".
This is not an isolated incident. A complaint filed with the BBB on May 16, 2025, details an almost identical situation. A customer who purchased trainers for their 14-year-old daughter using her "lifetime savings" was unexpectedly hit with a demand for a customs duty fee. The complainant stated, "This was not made clear to us at the time of purchase and we were not even aware this was a US based company".
The Catch-22: The Price of a Refund
What escalates these issues from a simple lack of transparency to what customers describe as "robbing people" is the company's refund policy for those who refuse to pay the extra fees.
Both Mr. Gold-Cohen and the BBB complainant from May 16, 2025, received the exact same templated response from KICKS CREW. They were warned that if the shipment is returned, the company will "deduct any incurred fees (restocking fee, original processing & shipping fee, refusal shipment charge, and duty tax) from the refund amount". This leaves customers in a lose-lose situation: either pay more than the agreed-upon price to receive their item or accept a significantly reduced refund for goods they never received.
Another BBB complaint from a customer who attempted to exchange a pair of shoes for a different size was told they would have to pay an additional $55. When they declined and requested a refund for the already-returned item, they were informed they would only receive $70 back from their original $147 payment, leaving them with no shoes and less than half their money. Yet another customer who attempted an exchange was sent a PayPal request for "double what I paid," and when they opted for a refund, was told they must pay for "shipping both ways plus a 15% restock fee". They described the company’s practices as "Dishonest, shady".
A Wall of Unanswered Complaints
Compounding the issue is the company’s failure to meaningfully engage with aggrieved customers. All complaints detailed on the BBB website are marked with the status: "Unanswered". This aligns with customer experiences, with one complainant stating that after months of trying to resolve a non-delivery, they only ever received the "same automated message from Kicks Crew".
The evidence compiled from direct correspondence and consumer protection websites paints a stark picture. The plethora of complaints suggests a systemic business practice at KICKS CREW that obscures the true cost of its products, imposes punishing fees on customers who object, and stonewalls attempts at resolution.
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 Kicks Crew Store _ BBB Complaints _ Better Business Bureau.pdf | [Warning for potential Kicks Crew Customers] | 416 kB |
