Tidewater Sandals Reviews 12

Reply from Tidewater Sandals

Updated Apr 20, 2026

I’m sorry this was frustrating for you.

We responded within 20 minutes of hearing from you, offered a simple solution that would take less time than it took for you to write this 1-star review for our small business, and are happy to help further if needed. This is something that typically takes just a few seconds to resolve, and it’s disappointing to see a 1-star review for an issue we actively tried to fix.

For context, we have over 7,000 verified reviews on our website, and only two mention anything like this. Labels placed on the side of the sole are also very common across many footwear brands at all price points, as they make in-store sizing and shopping easier.

You could have simply responded to our email attempting to help you, but you did not. I've copied the text of the email below should anyone else run into this issue with our flips or any other brand's shoes. Super simple fix:
________
Hi Kay,

I’m sorry about the trouble with that sticker, though many sandal makers do put the sticker on the side, I know that’s frustrating if a sticker gets bonded well.



It should come off cleanly with a quick fix:

Gently peel from one corner
If needed, warm it slightly with a hair dryer for 10–15 seconds, but not any longer
Any leftover residue can be wiped off with a small amount of rubbing alcohol or my preferred method: a dab of cooking oil

Just avoid anything harsh, like nail polish remover, so the material stays looking perfect.

Thanks so much,

Micheal

Updated to add after she edited her response: The customer emailed us one time. She now claims that part of the sole is missing because of a sticker 1/2 inch wide and 1/3 inch tall. I welcome AGAIN her to share photos with us and we're happy to help. She has refused to respond to our email, failed to show any photos of this supposed damage.

Reply from Tidewater Sandals

Updated Mar 25, 2026

Stacey, let’s stick to the facts.
* You received your order with no issue
* You initially requested an exchange for a different size. No mention of quality, just that you needed a smaller size.
* Your first exchange would have been completely free, including the return label as clearly noted on our website and return portal.
* You then changed your mind and asked for a refund after already sending them back
* Before processing that refund, we clearly reminded you that returns (not exchanges) include a $6.50 return label fee and original shipping is non-refundable. You acknowledged this.
* You proceeded anyway, and your refund was issued exactly as outlined.
* The “free return label” you’re referencing applies to exchanges, not refunds. That distinction is clearly stated on our site and was explained to you directly.

As for the product itself, our footbeds are designed to mold to your feet over time, which is why thousands of customers wear them daily and come back for more. Our website reviews speak for themselves vs. Trust Pilot where people come to complain. And again, I will remind everyone reading this that your initial email made no mention of anything but needing a different size.

We stand by both our product and our policies. Nothing about your order, return, or refund was handled incorrectly or outside of what was clearly communicated. We were respectful to you, even with your message calling us assholes and crooks.

Happy to share these email exchanges with anyone who has a question about this exchange and refer you to our website where there are THOUSANDS of verified reviews from customers.

— Tidewater Sandals

Reply from Tidewater Sandals

Updated Aug 13, 2025

PLEASE KNOW IF YOU EMAIL US AND ARE RUDE/CUSSING AT US, YOU WILL BE ASKED TO NOT BE A JERK. DON'T CUSS AT PEOPLE, DIANA (and yes, sending your first email to another human with the words "WHAT THE HECK" instead of just sharing your disappointment and asking for a replacement is awful behavior.

Here's the full story on something that happened over 6 months ago, and the customer continues to harass us and share false information.

DianA has been a Tidewater Sandals customer for years, having placed eight orders without issue. This interaction was different from the start. Her first email about a defective pair began with “HI – I AM so disappointed…” and quickly escalated to “WTH! No quality control?” while also stating she would “have to drive down to return these now; wasting my time…”

As the owner, I responded with an apology, explained that our products are handmade and mistakes are rare, and requested a photo so we could “share the details with our factory team and ensure this issue is resolved thoroughly.” The goal was to save her the hassle of returning the sandals by having the factory review the photo instead. This was my exact response:

"Thank you for reaching out and sharing your feedback about your recent order. I want to start by saying how sorry we are that your experience with this pair of flip-flops didn’t meet your expectations. That said, I have to admit, your tone surprised me. As a long-time customer, you know we pride ourselves on producing high-quality goods, and your disappointment is not something we take lightly. While we understand your frustration, we didn’t deserve a “what the hell.” Mistakes, while rare, can happen—after all, humans make our flip-flops with care, not machines.
To understand what went wrong, I’d like to request a photo of the flip-flops on your feet. This will allow us to share the details with our factory team and ensure this issue is resolved thoroughly. Once we have the photo, we’ll guide you on the next steps, including arranging the return.

We value your loyalty and want to make this right, but we ask for understanding, patience, and general kindness as we work to address this.

Looking forward to your reply."


Rather than appreciate that, she wrote back, "So here you are. It's the right flip flop that is larger than the other. I am disappointed that you have to have a picture and not just my word, that these are faulty. Your tone surprised me! Calling me, the customer out. Yes, WTH! I received a defective item for which I have to send you an email to get a return label to get these sent back, answering your email, having to send a picture, having to repackage and take these to the post office to get sent back to you.....There are alot of pieces here that maybe you don't realize. I have never had a company ask me to send a picture "as proof" of a faulty item."

Asking for a simple photo to prevent further inconvenience is standard practice in e-commerce, and many customers appreciate it because it can mean they don’t have to go through the trouble of a return. When I reminded her that I had, in fact, explained why the photo was needed, and that kindness counts, she doubled down, saying I’d “made the situation far worse than it should have been” and demanded a full refund, including shipping. I processed her refund immediately and removed her from our customer list because we don't do unkind people.

While I regret that this ended badly, we believe kindness goes both ways. We stand by our products, our customer service, and our team and we respond in the same tone we are treated. Diane received a full refund, and unfortunately, this was the end of our business relationship.

Only she can decide what kind of day she deserves, not us. More than happy to share the entire email exchange with anyone interested. Sadly, TrustPilot only allows for 4,000 characters.

Reply from Tidewater Sandals

Jul 2, 2025

Hi Stacy,

I'm sorry to hear that you’ve remained unhappy with your experience despite our efforts to address your concerns.

For the sake of transparency, we’d like to share the full context of our conversation so that others reading your review can see exactly how we responded:

From Stacy (Initial message):
“My order just came in (100288) for the ‘A Walk Down the Aisle’ flip flop. They were a pre-order so I waited some time for arrival—which was fine—but what a disappointment. I have only taken them out of the package (tags intact)… the glue used massively yellowed and one of the starfish are lifted. I’d like to return for a full refund (including shipping) as these are damaged. I’m attaching photos—please let me know if you have any questions.”

Our Response:
Hi Stacy,
Thanks for reaching out and we’re sorry to hear you’re disappointed.
We took a close look at the photos you shared, and we can confirm that the pair you received is the exact item we have pictured on our website and ads. The glue is clear, and the webbing is a cream/tan color that reflects silver flecks in the sunlight—exactly as shown in our product imagery. We’d encourage you to take them outside to see the full effect.

That said, we understand if they weren’t what you hoped for. We’re happy to accept a return as long as the tags remain attached. Since the product is not defective and matches what we advertised, we cannot cover return shipping or refund your original shipping costs. If you’d prefer to exchange them for something else, we’re happy to cover shipping on an exchange as per our policy.
Best,
Micheal

From Stacy (Follow-up):
“Good morning,
Color aside… the starfish is already lifting, as shown in the photo. This is damaged. As with one wear it will fall off. I do not feel I should have to pay for a defective product and should not be responsible for the shipping. I am happy to dispute with PayPal however I’m hoping to just return these and be done with it.”

Our Second Response:
Hi Stacy,
We want to be transparent: The embellishments on our “Walk Down the Aisle” sandals are tested to withstand up to 50 pounds of pull pressure and will not fall off under normal wear. The image you sent shows the starfish being pulled from the strap—despite a hang tag that reads “Handle with Care.”
This is not a defect. However, as we said earlier, you’re welcome to return the sandals under our standard return policy.
If you choose to dispute the transaction, we’ll respond with documentation, photos, and product testing results.
Let us know how you’d like to proceed.
—The Tidewater Team

From Stacy (Final reply):
“No, I noticed that when it came out of the package… it caught my eye because it was not glued down like the rest. The picture was to show the issue. It’s fine. I’m going to plaster this entire issue on your FB page and file a complaint with the BBB. This is not right. Absolutely the worst customer service imaginable. So go ahead and dispute it. I’m happy to send them back but I will not pay shipping for a defective item. I guess it’s worth it to you to have the negative reviews and attention.”

We stand by the product you received, which matches our photography and quality standards. While we regret that our return policy did not meet your expectations, we were happy to accept the item back for a refund, and even offered a no-cost exchange.

We’re a small business that stands behind our products and our customers. In fact, when you had a minor issue with fraying on a different pair last year, we sent you a free replacement—no questions asked.

We're proud of our many positive reviews from happy customers and our customer care track record. While we understand not every style will be the right fit for every person, we believe our response to your concern was fair, prompt, and consistent with our policies.

We remain happy to accept your return and wish you all the best.

—The Tidewater Team

Reply from Tidewater Sandals

Updated May 14, 2025

It’s important we provide context for those reading this review.

Your first message to us—without any order number, photo, or explanation—read: “What cheap sandals! Made like garbage. The stuff was literally falling off in the bag.” Despite the aggressive tone, we replied promptly and professionally, asking for a photo so we could understand the issue and resolve it for you.

Rather than use our return portal (which is available to every customer), or send a quick photo so we could help, you responded with further hostility and chose to threaten us with negative social media posts. At no point did you provide the basic information we needed to offer a solution.

Tidewater Sandals has been in business for over 25 years, and we have nearly 5,000 verified 4- and 5-star reviews on our website. We’re committed to taking care of our customers and standing behind our products, but we can only do that when we’re treated with a baseline of respect and given the opportunity to help.

We’re always happy to assist when approached in good faith.

The Tidewater Team

-EDIT: LOGIC MUST PREVAIL. This customer spent the time sending an email, bashing us on social media, and finding multiple third-party sites, but she refused to send a photo of the issue she faced that THOUSANDS of others have not. Further, she wouldn't send them back for a refund when given the opportunity to do so. No picture and no return? That's very similar to people all over the internet who try to get free things and other small businesses fall for it.

And yes, our response to you calling another human being a loser was a classic, "I know you are, but what am I?" because we matched your ugly tone.

Reply from Tidewater Sandals

May 13, 2025

There is no record of your ever ordering from us or contacting us an issue.

Reply from Tidewater Sandals

May 13, 2025

We're sorry to hear you weren’t happy with your sandals. That said, we do want to clarify a few important points for anyone reading.

First, you were absolutely invited to leave a review after your purchase—and you did. In fact, your review is published and publicly visible, just like nearly 5,000 others from real customers who have worn and loved our sandals. Suggesting those reviews are “probably fake” simply isn’t accurate or fair.

Second, we have no record of you reaching out to our team with any concern back in November. Nor did you take advantage of our 30-day return policy, which is clearly listed on our site and available to all customers. We would’ve gladly assisted with a return or exchange if you contacted us.

Tidewater Sandals has been in business for 25 years, and we’re proud of both the comfort of our products and the service we provide. We stand by our sandals and we stand by our customers when given the chance to help.

—The Tidewater Team