Singapore footwear label Divine, which describes itself on Instagram as offering shoes for wide and large feet as well as customised daily and wedding footwear, is facing complaints from customers who say they have not received updates on their orders.

Threads user faizahazlee or Faizah claimed she ordered customised bridal shoes from the seller on July 3, after her fiancé came across the business on his TikTok For You Page and shared it with her.

The 31-year-old told AsiaOne that she paid $276 in full after being told by a staff member that the shoes would be ready by early October, although no exact completion date was given.

Faizah, who works in customer service, also claimed the seller had provided mock-ups of the shoes and shown her what the finished product would look like.

However, she received no updates in the first week of October.

After her initial exchanges stopped in late July, her subsequent WhatsApp messages in late October remained on a single tick — with the seller's display picture indicating she was away until Oct 20 — and she received no response to her TikTok direct messages.

She said she began to suspect something was amiss after noticing a comment warning others on the store's profile, adding: "In the end, turns out I'm not the only one."​‌

When asked if she had lodged a police report, Faizah said she had not.

Customer says there were 'no updates' on customised wedding heels

Another customer, Instagram user lisa.skamer, also known as Syera, shared that she first contacted the business on July 12 after seeing a promotion for customised wedding heels priced at $198, before paying a $10 booking deposit and visiting its studio located in Serangoon Road on July 19.

Recounting the appointment, the 29-year-old home-based business owner told AsiaOne there was "not much interaction with owner", adding: "I just took it as she's an introvert".

After selecting fabrics, she claimed she was asked to pay the remaining $188, bringing her total payment to $198, before being informed after the appointment that her preferred fabric was out of stock and asked to choose an alternative.

Syera said her last exchange with the owner was in September, and although her heels were supposed to be completed in early November, she received no updates on their progress.

According to Syera, after coming across a Threads post by another customer describing a similar experience, she posted on Instagram on Oct 29 asking if others had encountered the same situation, before creating a WhatsApp group on Oct 31 to connect with those who came forward.

"As of today, there are about 60 affected individuals," she claimed, adding that they range from customers to former employees who were allegedly yet to be paid their salaries.

AsiaOne understands that she has lodged a police report on the matter.

TikTok users voice similar complaints

Several other TikTok users also shared their experiences with the business, with some alleging that they had not received updates on their customised wedding shoe orders.

They left comments on one of Divine's TikTok posts.

One user said they had ordered customised wedding heels in August but had yet to receive any updates. 

Many also claimed to have lodged police reports.

Another expressed relief at discovering others facing similar issues, writing: "So, I'm not the only one finally! This brand hasn't given me updates for my orders since September!!!"

A third user voiced frustration over an order that was allegedly supposed to be ready in the first week of October, despite their wedding being less than two weeks away.

The user said they had made multiple attempts to contact the business but received no updates, adding that they ended up having to source for replacement shoes to match their wedding dress and their partner's outfit.

The police confirmed with AsiaOne that reports have been lodged and are looking into the matter.

AsiaOne has contacted Divine for comment.

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helmy.saat@asiaone.com