My first pair of shoes for this season (have ordered many) actually fell apart but Adelante was very quick to replace them. I received a new pair in a very short amount of time. It's the first time I'... Ver mais
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Veja o que dizem as avaliações
Their service was top-notch… Chris and new management were an incredible help with my boots. I had one pair for 5 years that held up incredibly well, quality and style is unmatched. I’ll wear the... Ver mais
A empresa respondeu
Shoes are very good, especially for wide sizes. Shipping takes forever. And worst of all, customer service makes promises initially then quits communicating. I am still owed for a legit return made ne... Ver mais
A empresa respondeu
Awful lying business platform and lousy shoes. The company changed its return policy anfter I ordered and rendered all orders unreturnable, even mine which was purchased under a previous return policy... Ver mais
A empresa respondeu
Detalhes da empresa
Escrito pela empresa
In 2026, Adelante completed an ownership transition to local shoemaker and original Adelante co-founder Horacio Alvarez (and family). Adelante handcrafts extraordinary leather footwear one pair at a time in Pastores, Guatemala. Our made-to-order model unlocks a full spectrum of size and width options so you never have to compromise on fit or comfort. Beginning April 1, 2026 all Adelante orders are delivered direct from Cobbler-to-Customer within 6 weeks of purchase. Any Size, Any Width. Personalize Your Look. Crafted With Purpose in Guatemala.
Informações de contato
Estados Unidos
- support@adelanteshoes.com
- adelanteshoes.com
3,9
Muito Bom
57 avaliações
Pede aos clientes que avaliem
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Respondeu a 100% das avaliações negativas
Normalmente leva mais de 1 mês para responder
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Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Only one shoe received
Second pair I bought from Adelante. First pair was great. I received my second "pair" in a sealed box. There was ONLY ONE SHOE IN THE BOX. Company informed me because I didnt buy shipping insurance they would only refund me for one shoe. I told them the package was sealed so it wasn't a shipping issue. They have now gone silent on my customer service request. This was a total ripoff of almost $300. They could have had a life long customer but now I will never purchase from them again
6 de dezembro de 2023
Avaliação não solicitada
Resposta da Adelante Made-To-Order
Hi Jeffrey: I am very sorry to hear about your poor experience with Adelante fulfillment and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Don't Order From This Company!
First, the boots I received were the wrong calf size. I ordered standard (43cm-44.9), the calf measures 50.8cm. Big difference! I'm on my 3rd Request for resolution. They're customer service sucks!! You only have 30 days to make your return, however, you are at the mercy of customer service to get back to you with the return authorization and label. My window to return these is closing. They take your money right away but, no customer service.
29 de novembro de 2023
Avaliação não solicitada
Resposta da Adelante Made-To-Order
Hi Aryeh: I am very sorry to hear about your poor experience with Adelante product quality and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
long delivery, poor shoe quality, poor support
After ordering a pair of leather shoes in May, it took 5+ months and over a dozen back and forth emails with customer service before they were shipped and delivered. After 3 days of wear, the tread on the shoes became unglued and were unwearable. Another month and a half later, and Adelante support has been unable to facilitate a refund or even a shipping label for a return.
22 de outubro de 2023
Avaliação não solicitada
Resposta da Adelante Made-To-Order
Hi Jay: I am very sorry to hear about your poor experience with Adelante product quality and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Horrible Customer Service, Rip off Trade Practices!
After purchasing a pair of shoes, they did not fit but I thought no problem because I purchased a Seel Warranty for guaranteed exchange!
STOP- everything went very bad from there. It took this company 8 days to answer my Adelante Website Generated Contact Form by email. (8 days). They did not answer their phone calls and the msg said they were closed(yes during normal business days and hours); after 8 days and several phone calls and several contact submission forms, I got a reply. I had to pay again for my own return. This company is unprofessional, if your thinking about making an order....stop, don't do it. Find a reputable American Company ....just don't learn the hard way like me.
6 de novembro de 2023
Avaliação não solicitada
Resposta da Adelante Made-To-Order
Hi Benjamin: I am very sorry to hear about your poor experience with Adelante fulfillment and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
After purchasing from a vendor
After purchasing from a vendor, I have sent numerous follow up emails and made many calls to try to get a hold of someone as I believe the order placed was incorrect. I have now read numerous reviews to the same extent.
I plan on calling my credit card company to cancel the order if I do not hear back from them.
28 de outubro de 2023
Avaliação não solicitada
Resposta da Adelante Made-To-Order
Hi Jeff: I am so sorry to hear about your poor experience with Adelante customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Top priority among my initiatives are a return to exceptional craftsmanship and on-time delivery, while still remaining rooted in our mission.
If there is anything that I can do to regain your trust, please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
My latest email to Adelante customer…
My latest email to Adelante customer service is below. They are historically non-responsive.
I started out buying a pair of boots. They are very nice and fit well. They were not delivered within the promised time frame.
I then bought a pair of boots for my son for a gift. They were several weeks late and arrived just in time.
I purchased another pair of boots for myself. Again, I was satisfied with the boots, although delivery was again later than promised.
I bought a pair of shoes for myself and a matching belt. The shoes fit marginally without socks and so I rarely wear them (in fact, only twice since purchase). The belt is unfinished and of substandard quality. For $125, I could have purchased a polished belt that is stylish and high quality.
Now, you have sent me shoes in a box that arrived several weeks after expected and was quite wet and damaged. The shoes were damp. They were misshaped on arrival. They are ill-fitting and poor quality (the inserts are loose and unstable). They are light blue; the photo that I ordered appeared dark blue. I bought these shoes from you thinking that they were dark blue in lieu of purchasing light blue shoes from Allen Edmonds.
You now want me to return the shoes for a credit. I don't want any more shoes from you at this time, I cannot say that I will ever want another pair, and I don't want to offer your credit as a gift.
Regarding your comment "Facilitating returns for refunds costs us a great deal, and as a small social enterprise, we’ve made the decision to focus our limited resources on empowering and uplifting our craftspeople in Guatemala. It’s nearly impossible to honor our mission while also trying to match the return and exchange expectations set by behemoths such as Zappos and Amazon.":
This is simply an excuse to refuse to return money to a dissatisfied customer. How can providing me with a credit and another pair of shoes tax your resources any LESS than simply giving me a refund? It defies logic to think that you will give me a 110% credit to have another pair of shoes made. That would necessitate the use of materials, labor, and shipping and would still result in a 10% refund of purchase price.
This is your last opportunity to provide me with a return label for free shipping back to you and a promise to refund my money in full. Otherwise, I will report your company to the credit card company that you charged and ask them to reverse payment. I will also then make a point of finding every social media outlet available to report my experiences with your company on an ongoing basis.
Send me a return label.
Do I get a refund of my money or not?
1 de outubro de 2023
Avaliação não solicitada
Resposta da Adelante Made-To-Order
Hi Theodore:
Same story, for which I apologize.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Horrible customer service and long delays - if you ever get shoes
Ordered shoes and paid for them in August. Numerous inquiries from me over a 2 month period via email and phone. No response. Filed with BBB. Received an email from CEO, Peter who said shoes would ship within 10 days. Four weeks later still no shoes or additional updates. Filed again with BBB.
20 de outubro de 2023
Avaliação não solicitada
Resposta da Adelante Made-To-Order
Hi Jeff: I am very sorry to hear about your poor experience with Adelante fulfillment and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
I placed order In September
I placed order In September, on ShopPay it says partially delivered, but no tracking number or any other info...this was on order#49255..can't get hold of anyone on email or by telephone...no response.
6 de outubro de 2023
Avaliação não solicitada
Resposta da Adelante Made-To-Order
Hi Meyrand: I am very sorry to hear about your poor experience with Adelante fulfillment and customer service. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Deleted my review on their site which demonstrates dishonesty about their product and real reviews
I give a one star for having better communication after a horrible review but just like the one guy stated they deleted my review which not only was disrespectful but demonstrates they aren’t a good company if they can’t provide true and accurate reviews on their site. Which tells me they have more negative reviews they hide then we will ever become aware of which is not what a company should be about
6 de maio de 2023
Avaliação não solicitada
Resposta da Adelante Made-To-Order
Hi Sarah: I am so sorry to hear about your poor experience with Adelante. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Top priority among my initiatives are a return to exceptional craftsmanship and on-time delivery, while still remaining rooted in our mission.
Please do not hesitate to reach out to support@adelanteshoes.com if there is anything I can do to regain your trust.
All the best,
Horacio
Great shoes for a good cause.
My husband has some custom shoes made and received a free wallet! He loves the shoes and also the wallet. The dog ended up eating the wallet so we just ordered a new one as well as a belt. We love that they are helping employe people in Guatemala. We love seeing who made the product and that the money is going to support someone. Good quality comes at a price, things are a bit expensive… but that’s just fine with us.
22 de maio de 2023
Avaliação não solicitada
Resposta da Adelante Made-To-Order
Hi Mindy: Thank you for sharing your positive experience with Adelante.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
If you have any questions about our focus moving forward, please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Custom Made shoes that don’t fit
My husband picked out this company and one other company for custom made boots for my birthday. After strong deliberation, I picked Adelante, and I picked the Reinas. All seemed well, and I followed all of the instructions. After 4 weeks, they arrived and were too wide in the feet and mildly too big around the calf. I talked to customer service, and new boots were ordered. They arrived, and they continued to be too wide around the ankles with my heel slipping constantly. After much back and forth it was determined that there was no fix. They do not offer refunds for this shoe, and it’s $395. They will only offer store credit. Please know, by custom made shoes they only mean 3 measurements, and there is no fix if you have athletic calves but slender ankles. I was ultimately blamed since I should have known the policy, but who would have thought that custom made shoes wouldn’t fit? I understand their mission for Guatemalans, but just know that you might inadvertently just be giving them money if nothing works out. Their inventory isn’t huge, but I will hope that something they make in the future will strike my fancy. (Sigh), I still don’t have a birthday present.
20 de fevereiro de 2023
Avaliação não solicitada
Resposta da Adelante Made-To-Order
Hi Lucia: I am so sorry to hear about your poor experience with Adelante fulfillment and product quality. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Top priority among my initiatives are a return to exceptional craftsmanship and on-time delivery, while still remaining rooted in our mission.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Terrible quality; deleted review
Terrible build quality and inaccurate reviews. I purchased a pair of shoes and they fell apart. Took them to a cobbler who said they weren’t worth fixing. I left a review saying that, but it was deleted. Exchanged the defective pair for another model. Similar poor quality.
22 de julho de 2022
Avaliação não solicitada
Resposta da Adelante Made-To-Order
Hi Alexandra: I am so sorry to hear about your poor experience with Adelante product quality. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Top priority among my initiatives are a return to exceptional craftsmanship and on-time delivery, while still remaining rooted in our mission.
Please do not hesitate to reach out to support@adelanteshoes.com if there is anything I can do to regain your trust.
All the best,
Horacio
Trying to Arrange Return - Customer Service Not Answering
Hi,
I've been trying to reach this company regarding a shoe order. I've sent two emails that haven't been answered. I'm posting here in hopes that the company will reach out and arrange a return for me. Right now, I haven't had the best experience and would like to resolve this issue by the end of the week since it's been a month.
1 de fevereiro de 2022
Avaliação não solicitada
Resposta da Adelante Made-To-Order
Hi Alexandra: I am so sorry to hear about your poor experience with Adelante customer service and fulfillment. I can share that your order coincided with a brand ownership transition, prior to which the business was not operating well.
Since you wrote this review, my family and I have taken over as owners and managers of the Adelante Made-To-Order brand, which is a role that we assume with deep pride and responsibility.
Top priority among my initiatives are a return to exceptional craftsmanship and on-time delivery, while still remaining rooted in our mission.
Although there is only so much that we can do to rectify cases such as this that are leftover from previous ownership, please know that I will do what I can to try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
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