Sudden Closures Spark Outrage
Popular high-end sneaker retailer Dough Store, recently rebranded as DS Sneakers, has abruptly closed its physical stores in Port Melbourne and Broadbeach, sparking outrage among customers who say they were left out of pocket for products that never arrived.
The closures come amid a wave of complaints from customers who claim to have paid hundreds of dollars for luxury sneakers that were either never delivered or arrived months late, if at all.
āIt Never Arrivedā: Victims Speak Out
Steven West, a customer from Victoria, told Sky News Australia he spent $785 on a pair of Nike sneakers on Christmas Eve in 2023 and never received the item.
āThey told me it was a customs issue and then promised to send another pair. Another four months went by and it never arrived,ā
Steven West, customer
West said attempts to recover the funds through PayPal and his bank were unsuccessful, as too much time had passed since the purchase, he told Sky News Australia.
Orders Lost, Excuses Given
New Zealand customer Natasha Archer said she paid nearly $600 in January 2024 and was met with weeks of excuses and conflicting updates.
āThey told me my package was stuck with customs, then claimed it had shipped with Australia Post but I never got a tracking number. Finally, they said Australia Post lost it,ā
Natasha Archer, customer
Her experience, echoed by dozens of online reviews, highlights a broader breakdown in order fulfilment and customer service, Herald Sun.
Business Blames Market Volatility
Store owner Jay Edwards-Kloss, also known as Jay Kloss, acknowledged the companyās troubles in a statement to the Herald Sun.
āWe are working on resolving all outstanding issues regarding delayed orders and delayed refunds.ā
He cited internal issues and market volatility as factors in the closures and said the company would continue operating online with a reduced team.
Regulatory Attention and Whatās Next
Consumer Affairs Victoria confirmed it has received reports and urged affected consumers to contact the agency directly. The Queensland Office of Fair Trading has not confirmed any investigation at this time.
The Dough Storeās collapse is the latest cautionary tale for customers investing in luxury goods online. As the brand moves to an online-only model, many customers remain sceptical and unpaid.
