Empty-handed customers enraged as luxury shoe shop the Dough Store closes physical outlets in Melbourne, the Gold Coast

Sky News AU

21-05-2025

Aussie shoppers are furious as an entrepreneur has closed down brick-and-mortar stores, with some claiming to be out hundreds of dollars after products never arrived.
Sneaker shop the Dough Store, which was recently rebranded as DS Sneakers, has shut down its physical stores in Melbourne and the Gold Coast.
A Victorian customer Steven West told News Corp a $785 pair of Nike shoes he ordered more than a year ago failed to show up despite him sending multiple follow-up emails to the company.
After the Dough Store told Mr West he could no longer get the shoes, he was offered store credit which he used to place an order for another pair of shoes and a hoodie.
But he did not receive those purchases either.
'Another four months went by and it never arrived,' Mr West said.
'I started messaging them on Instagram and Facebook. They contacted me via Instagram, and said it was out of their control.
"They kept saying, 'oh, we'll give you a refund'.'
The store has received some similar complaints in reviews found online.
A common theme is customers alleging the company failed to send the products they purchased, with some of these orders setting disgruntled shoppers back thousands of dollars.
One man, whose user name is Jacob, wrote in a review that he had ordered a pair of shoes from the Dough Store in November 2024 but they had not arrived.
Jacob said he had given up on the shoes and started asking for a refund, but would rarely receive responses.
'When I reply to emails, there is no follow up unless I threaten legal action and VCAT (Victorian Civil and Administrative Tribunal) intervention, to which they then don't reply to my follow up,' Jacob wrote on productreview.com.au.
'AVOID this company.'
One reviewer claimed to have not received their $4,000 order while another said they never got a $600 pair of Yeezys they purchased.
The Dough Store's owner Jay Edwards-Kloss said his company had been working to resolve the outstanding delays and issues and stressed the team's 'commitment to resolve the rest no matter what'.
'We have not buried our heads in the sand and we would never,' he told News Corp.
He said the business had faced challenges over the past year as cost of living pressures meant many were shying away from splashing out on big name brands that would usually attract a high price tag.
'(Especially for) the luxury streetwear market with the flow on effect of the economy and Nike (our best selling products) choices to flood the market and kill the value and desirability of majority of our stock,' Mr Edwards-Kloss said.
A Consumer Affairs Victoria spokesperson confirmed they had received complaints from Dough Store customers.
'We are aware of reports about this business and encourage any Victorian consumers with concerns to contact us for assistance,' they said.
'Consumer Affairs Victoria takes reports of businesses engaging in unlawful conduct very seriously and will investigate and take further action where necessary.'