Order #57964: Shoes arrived packed in plastic bag without a box and were full of scratches and scuffs that made them unwearable. The site stated full-grain leather, but the nubuck leather quality app... See more
Company replied
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See what reviewers are saying
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... See more
Company replied
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... See more
Company replied
I bought a pair of Adalante shoes several years ago, and can attest to the quality. However I recently ordered shoes online from their website and the order just went missing.. I reached out via email... See more
Company replied
Company details
Written by the company
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. In early 2026, Adelante completed an ownership transition to local shoemaker and original Adelante co-founder Horacio Alvarez (and family). The man who inspired the Adelante mission acquires the brand he helped build. 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.
Contact info
United States
- support@adelanteshoes.com
- adelanteshoes.com
1.6
Bad
42 reviews
Replied to 100% of negative reviews
Typically takes over 1 month to reply
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scratched and scuffed
Order #57964: Shoes arrived packed in plastic bag without a box and were full of scratches and scuffs that made them unwearable. The site stated full-grain leather, but the nubuck leather quality appeared to be at best top-grain. Not satisfied at all with the quality and so far no response from the customer service team to may email.
December 21, 2025
Unprompted review
Reply from Adelante Made-To-Order
Hi Marwan: I am so sorry to hear about your poor experience with the quality of your Adelante shoes. 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. That's why I launched Adelante Reserve, which you can learn more about on our website.
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
Awful lying business platform and lousy…
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. No customer service rep would ever contact me and I can’t even write a review on the website. I purchased by trusting an online reviewer and a return policy. Shoes took 6 months to arrive and were stiff, poorly made and uncomfortable. AVOID!
June 1, 2025
Unprompted review
Reply from Adelante Made-To-Order
Hi Joel: I am very 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.
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
Once Wonderful
I wish Adalante would come clean with their website. They had an amazing product back in 2023. After years of seeing their shoes and boots at the Holiday Markets in NYC I decided to buy a pair. It took 3 tries for them to get it just about right. I felt like Goldilocks! There was clearly a communication issue between Guatemala, and the sizing info. being sent from NYC. The boots were beautiful. Last season, there was no presence at the Holiday Market, but a booth at the UWS's Grand Bazaar, of random sizes and styles. This should have been a clue that something was amiss. They found me what I wanted and when the package arrived it contained a pair of men's loafers - not the women's boots I was expecting. Thankfully, I did get my refund. I am seeing several reports that the company is no longer in production. However, the web site is up and running. My suggestion is to call your credit card company if your order is wrong or missing. This was a great company with a wonderful business model! Do the right thing and come clean. If you are selling left over product - say so! Take honest pics of the sizes and merchandise, and you might be able to sell your inventory.
September 30, 2025
Unprompted review
Reply from Adelante Made-To-Order
Hi Lisa: I am so sorry to hear about your poor experience with the quality of your Adelante shoes. 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 is a return to our made-to-order roots. You can count on all Adelante products being made-to-order from this point forward.
If there is anything that I can do to regain your trust in the brand, please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Good in the past, but terrible now.
I've ordered several times from this company over the years and always had a good experience until now. I ordered a pair of shoes in June and did not receive them until August. They did not fit and had been worn before because the soles were dirty. I have written to them half a dozen times to try and return them and have only gotten automated replies from "customer service" if you can call it that. They should be ashamed of treating a longtime loyal customer so poorly. Something is definitely wrong there now. Stay away!
September 3, 2025
Unprompted review
Reply from Adelante Made-To-Order
Hi Michael: I am very sorry to hear about your poor experience with Adelante's quality, lead time, 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.
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
Horrible shoes
Horrible shoes! False advertising! Badly made. Stains. Wrinkles. Total waste. Tried to return -- no answer! Have to fight the charge.
July 1, 2025
Unprompted review
Reply from Adelante Made-To-Order
Hi Ken: I am very sorry to hear about your poor experience with Adelante's 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. No more inventory; you can count on all Adelante products being made-to-order from this point forward.
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
They don't take returns
They don't actually take returns and they sent me the wrong size. There was no information that came with my shoes to tell me how to initiate a return. I tried calling and emailing but they didn't answer my calls and when they responded to my emails they intentionally wouldn't give me the address to send the shoes back to. I emailed them and it would take several days for them to return my email and when they did reply it seemed like they were ignoring my specific question asking for an address for returns. They say they accept returns but they do not. The quality of my shoes were nice but they sent the wrong size and now I'm stuck with them after spending over $200.
September 9, 2024
Unprompted review
Reply from Adelante Made-To-Order
Hi Jessica: 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.
Although we cannot accept returns leftover from previous ownership, I will do what I can to work with you and try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Beautiful shoes, no customer service
Shoes are beautiful and well made, but customer service is nonexistent. I ordered a pair of their encore shoes in a size 7B, received 7.5A, for narrow feet. I reached out several times- to their customer service email, a general manager, and even their founder/CEO, about the issue and never heard back. Incredibly disappointed, as I waited years to buy a pair of their shoes and hate that this was my experience.
March 7, 2025
Unprompted review
Reply from Adelante Made-To-Order
Hi Aleta: I am so 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 we cannot accept returns leftover from previous ownership, and are no longer selling inventory whatsoever, I will do what I can to work with you and try to regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Missing Delivery
I bought a pair of Adalante shoes several years ago, and can attest to the quality. However I recently ordered shoes online from their website and the order just went missing.. I reached out via email, and they sent an initial response to get clarification, but after that they went radio silent... So good shoes, but honestly buy them in person if you can, and I wouldnt expect much from customer service
January 24, 2025
Unprompted review
Reply from Adelante Made-To-Order
Hi Matt: 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 issues leftover from previous ownership, I will do what I can to hopefully regain your trust. Please do not hesitate to reach out to support@adelanteshoes.com
All the best,
Horacio
Garbage company. Liars/cheats
Though it advertises as such, company isn't made to order and doesn't work with you until you get the right fit. Company just takes your money ($300 for a pair of cheap shoes) and clears a 75% profit off the Guatemalans they outsource the work to. Took 5 months to get a pair of poorly made shoes with the wrong soles (i.e., not made to my order) and then another 3 months of them ignoring my requests for customer service until I came here to write this review. It's no surprise that they don't allow people to review them on their website or Google -- they'd have no customers. Just look at their terrible feedback here and on Reddit (or anywhere honest reviews can be left).
January 31, 2025
Unprompted review
Reply from Adelante Made-To-Order
Hi E. Michaels: I am so sorry to hear about your poor experience with the quality of your Adelante shoes and Adelante's 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. We no longer sell inventory products; you can count on all Adelante products will be made-to-order from here on out.
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
Horrible
Horrible, horrible experience with thus company. Avoid at all costs!! I used to love Adelante Shoes and was a repeat customer recently having ordered my second pair of boots. After almost 3 months, my boots have still not arrived. The boots cost almost $400 and I am not receiving any responses or updates from customer service. Something has happened with this company and really advise you to not buy products here.
April 6, 2025
Unprompted review
Reply from Adelante Made-To-Order
Hi Abby: 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
Paid for two pairs of shoes, not delivered
Paid for two pairs of shoes, received one pair that were the wrong size. Emailed the company 6 times and after no response, requested a refund. Still waiting for a reply after 5 weeks.
February 1, 2025
Unprompted review
Reply from Adelante Made-To-Order
Hi ABrand: 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 used to love this company
I used to love this company. But the last year has been terrible. I can't resolve orders. They don't respond to emails. Their phone number is disconnected. Don't waste your money here.
April 4, 2025
Unprompted review
Reply from Adelante Made-To-Order
Hi J Miller: 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.
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
No shoes & No communication
I ordered shoes on October 28, 2024 - second pair of shoes I ordered through this company. First pair was ordered approximately 8 months prior to second order. The second order arrived, surprisingly it did not fit. I requested an exchange through the website and was told to ship the shoes back. I have tracking to see the shoes were delivered to the return address on 28 November 2024. I still have not received a new pair of shoes or a refund of the order - SUPER frustrating!
The phone number listed isn't a working number, the customer service sends a generic response to every email/online inquiry (we will respond within so many working days...etc, etc). I have filed a complaint with the BBB and nothing. No shoes, no response, no customer service and they aren't cheap - so even more frustrating.
Provide a refund or replacement please. It’s the same request I had with BBB complaint. Refund or replacement !
November 20, 2024
Unprompted review
Reply from Adelante Made-To-Order
Hi Angela: 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
Adelante's phone number disconnected
Adelante's phone number has been disconnected and emails are completely ignored. Orders that have been fulfilled are flawed- either incorrecr size or unrepairable blemishes. Still waitng for the last of 3 boots that were ordered at the same time but do not expect those to be delivered.
March 27, 2025
Unprompted review
Reply from Adelante Made-To-Order
Hi David: I am very sorry to hear about your poor experience with Adelante's 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.
Top priority among my initiatives are a return to exceptional craftsmanship and on-time delivery, while still remaining rooted in our mission. We no longer sell inventory products; you can count on all Adelante products will be made-to-order from here on out.
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
Avoid this company
Avoid this company. Non-existent customer service. Extremely unreliable quality.
December 13, 2024
Unprompted review
Reply from Adelante Made-To-Order
Hi Kevin: 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.
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
Customer Service is MIA
I've been trying to get ahold of Customer Service for going on 3 weeks. The shoes that arrived are not as pictured and I think they are waiting out the return window.
February 26, 2025
Unprompted review
Reply from Adelante Made-To-Order
Hi Jenny: 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
Good shoes (I own several pairs) but…
Good shoes (I own several pairs) but the customer service is beyond terrible. No responses to emails, no real way to contact the company.
February 3, 2025
Unprompted review
Reply from 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
Good shoe, terrible service
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 nearly 2 months ago. I can’t get any response from them. Too bad. I own 5 pair of their shoes and would order more if they weee trustworthy. EDIT: My refund has finally processed. I will consider another future purchase.
December 10, 2024
Unprompted review
Reply from Adelante Made-To-Order
Hi Ctrog: 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.
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
IF you get your order...
If you get the shoes you order, the quality is excellent. The trouble comes when they don't ship, don't update, and don't communicate at all. The only support is via their help email which seems to be monitored irregularly.
Love their product but the experience simply couldn't be worse. I wish I could recommend because the quality is so good.
January 1, 2025
Unprompted review
Reply from Adelante Made-To-Order
Hi JH: 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
I previously had a problem with…
I previously had a problem with Adelante in regards to a pair of sneakers that fell apart after two wears and was not sewn properly at the toe area. I want to state that they have contacted me and allowed me to shop on their Encore page for a new pair of items that were available. Even thought they did not have the sneakers that I wanted replaced I was able to find what they did have available. I want to say thank you to Adelante for making this situation right and I will continue to order from you as the shoes that I have gotten in the past continue to hold up strong and much better than any other shoes I have purchased and that says a lot for their craftsmanship and the leather that is used for their shoes.
May 9, 2024
Unprompted review
Reply from Adelante Made-To-Order
Hi Annette: 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
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