Cyber Marketing Network, Inc. (Steel Toe Shoes)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Again- the shoes were sent back in the same condition as I received them
Regards,
*** ***

The customer did not include a note that we were to return to the manufacturer
When this customer called up to complain, we informed him that the returns department would need a note asking them to forward the product to Carolina

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]After deciding that the boots "fit:" as defined by the company's enclosed fitting instructions, I was not pleased with the way the boots felt on my feet.  I felt a sore spot along the top of the boot, but decided to give them a day's wear in an indoor environment to see if they would "wear in" a bit and become more comfortable.  Sometimes footwear requires a wear in period to become comfortable.  I really wanted the boots to be useable, because they have the right combination of features my work environment requires.  I wore the boots for 1 day inside, and they were extremely painful.  I analyzed the situation and compared them to boots that are comfortable, and determined that they were not designed and constructed correctly because the tongue folds over under the laces in a way that creates pain on the top of the foot.  I called Steel-toe-Shoes and informed them I was returning the boots because they are hopelessly uncomfortable.  The boots I returned are in excellent, like new condition (I can return them to the Revdex.com for their inspection).  My belief is that Steel-Toe-Shoes return policy is simply an excuse to refuse almost all returns because some of the shoes they sell are junk.  I also paid $20.00 to return these boots, so I am also asking that the return postage be reimbursed.Any reputable on-line vendor would make good on such a serious defect in design and construction.  Obviously this vendor is not committed to customer satisfaction, but instead intends to dump defective merchandise on unwitting buyers...caveat emptor. I think my purchase price should be refunded, and now my postage costs. Thank You, [redacted]  
Regards,
[redacted]

We are not sure what this case is regarding?

Thank you for sending an e-mail . This way we can attach the 4 pictures our returns department took of the worn merchandise returned from the customer. This return was rejected as there were scuffs on the uppers, creases in the leather uppers, and scuff marks and visible wear marks on the outsoles. We did not send the merchandise to the customer this way. This customer was directly responsible for the visible wear on this merchandise. It would not be fair for us to accept his worn merchandise back and sell it to another customer. They would be able to tell that they clearly had been worn. Along with the pictures of the worn shoes, we are also attaching a copy of our return form. This form is always on our website and also came included with his package when he received it initially. If you have any questions, feel free to contact [redacted]. I am the manager here [redacted] and inspected the shoes when they were deemed to not be in resellable condition. If fact, I have to inspect all worn shoes and take the pictures as proof in case of instances like this.   Sincerely,Steeltoeshoes.com Customer Service[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this [redacted]er to a close, we would like to know your view on the [redacted]er.]
Regards,
[redacted]

Unfortunately, we received the merchandise back into our warehouse from Mr. [redacted] in worn condition. To be fair to our customers, we cannot resell this worn merchandise to another customer. Upon inspection by our returns team, this customer's merchandise had scuffs on the uppers and visible...

marks on the outsoles. The uppers were also creased from wear. They were not sent to the customer in this condition.

A credit check in the amount of $169.99 was issued to this customer on December 12th, 2014. The check number is #[redacted] It was mailed to :[redacted]2755 Forest Lodge DrTraverse City, MI 49685

This customer ordered their merchandise on July 21st, 2014. We received their worn merchandise back on January 29th, 2015. The order was over 6 months old. They were in extremely worn condition. We have a 30 day return policy for shoes/boots in brand-new condition. These boots were in very horrible...

shape and not resellable to another customer.We also have a 60 day defective policy . This order is well outside that policy. In addition, the customer didn't even send them back as defective , just a poor fit. In addition, we do not have a representative name [redacted] here.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The situation was entirely messed up on our end, and I take full responsibility for our mistake. Thank you for taking the time to talk to me today directly so we could resolve this more quickly. 
Regards,
 
[redacted]

Our company offers a free exchange program, but the customer is responsible for return shipping costs. This customer e-mailed us in regards to our shipping and returns policy which we provided to him along with our return shipping address. When the customer went to his local UPS facility to ship his...

product back, he instructed them to "refuse shipment" on the item so that he would not have to pay return shipping costs back to our company. No one at our company told him to do so. When a product is refused and the customer does not follow our return shipping instructions, the product is returned to the shipping location from where it originated. In this case, it is the manufacturer of the shoes and not our returns department. If it was returned according to the instructions e-mailed to him, on our website, and with the return form that came with his package he would have been refunded the day we got them back. However, he refused shipment and now it is up to the manufacturer to inspect the product and issue credit to our company before we can issue a credit to the customer. The manufacturer has stated this process can take 4-6 weeks. It is entirely out of our control at this point. A credit will be issued , but it will be delayed as the correct return instructions were not followed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We quote 4-8 business days for free shipping with UPS delivery. The customer chose the free shipping option when checking out. This package was delivered to the customer on the 8th business day. Instead of following our returns policy that was e-mailed to the customer and is available on our...

website, this customer refused the UPS delivery. Because the customer did not follow our instructions and refused delivery, they were sent back to the manufacturer. We informed the customer that it may take 4-6 weeks for the manufacturer to issue our company a credit. Once that happens we will be happy to issue a credit back to the customer. IF they had followed our return instructions, they would have been credited they same day they were received into our Eau Claire, WI warehouse.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 I do not understand how you can effectively try on a pair of shoes without walking around in them.The shoes were in resellable condition.  All I did was try them on and send them back when they did not fit.Per their refund policy I want a full refund including return shipping since I have already shipped these back once at my expense.
Regards,
[redacted]

Per the previous response, the enclosed pictures clearly showed that the shoes were in worn condition and not resell-able to another customer. Our return policy clearly states that they have to be in brand-new condition so the we can resell them to another customer. Unfortunately this customer did not follow the instructions. No where do we inform our customers that they can wear their merchandise to work for an entire day to try and stretch out the boots to fit correctly. The boots are not defective, they just do not fit the customers foot correctly. Just because a boot doesn't fit doesn't fit; it does not mean that the boot was manufactured incorrectly .

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I'm elevating my claim to include the credit card company who processed the transaction. They have a merchant dispute membership benefit, and are willing to work on my behalf.  I will elevate the claim further if necessary, until my purchase price is refunded.  At some point, additional damages will be sought for the costs to fight this claim and the pain and suffering I experienced from wearing these boots for 1 day.  Cyber Network Marketing, or Steel-Toe-Shoes.com or MidWestBoots.com are clearly not a reputable business that stands by their products.  They wrote the return policy the way they did because they routinely sell defective merchandise, and do not want to give consumers the option of returning their junk.  The boots I purchased are definitely defective, because no human being could possible wear them and find them comfortable.  If the Revdex.com cannot resolve this issue equitably, perhaps another title would be appropriate.Thanks,[redacted]

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
In my note I wrote specifically as follows:  " I called the maufacturer and they said that the shoe needs to come from the retailer to get fixed."  I include a picture of the note here. I also wrote that I called them and they were happy to take care of the matter.  So no one really read my note in its entirety.   
 
I also provided all contact information so they could call me while they had my shoes to ask me anything they wanted. They didn't do this but just returned it and said there was no defect found, and that it is out of the 60 day defect warranty period.

Review: I returned a pair of boots from order #[redacted] after speaking with their customer service on 1/23/15. I followed their instructions and asked for a half size smaller boot. The exchange was for the same exact boot in a smaller size. I paid for shipping to the company.

To date, I have not received the replacement pair.Desired Settlement: I would like them to either refund the money or deliver the boots as promised.

Business

Response:

A credit check in the amount of $169.99 was issued to this customer on December 12th, 2014. The check number is #[redacted] It was mailed to :[redacted]2755 Forest Lodge DrTraverse City, MI 49685

Consumer

Response:

Review: My size 9.5 work boots were in actuality about an inch longer than any of my other size 9.5 shoes or boots. This was not readily apparent, but after wearing them for one day of them slipping up and down on my ankle, I attempted a refund. The refund instructions are pretty straightforward, send the boots back in new condition with the original box, or I will be charged $10 for a box. Sent the boots back with the original box, and they were returned to me with my return information form that said simply "not resellable". I e-mailed for an explanation, and was told the bottoms were dirty, with visible wear marks. I have the boots, and the pictures, and while the bottoms are a little dirty, as would be expected, I see no signs of wear. I could easily have chosen to return them as "defective" since the size is an inch off. I desire a refund in full, and I will not pay any shipping to return these again. I am already out 13$ for that.Desired Settlement: Refund in full. I will return these boots at your expense.

Business

Response:

Boots are not defective just because they do not fit the customer. This is a fit issue.

Boots are very dirty and not resalable. We will not accept these back from the customer as we cannot resell them to another customer. Please see attached files .

Consumer

Response:

Review: I purchased a pair or Carolina work boots from STS at cost of $215 in January of 2014. The tongue on right shoe was off center and I thought it would correct itself with use. I wore them for 3 times in visits to our plants and found that the tongue defect was not corrected with use. I took to local repair shop and they indicated it is a clear defect that should be fixed by the factory. I called STS and they said it was out of warranty period (only 60 days). I called the factory in North Carolina and they said they would fix but I need to send to STS. I called STS and they said ok. I sent them to STS with note and contact info. They sent back right away and said there was no defect and that it is outside their warranty period. They refuse to refund my shipping back to them and are rude and uncooperative.Desired Settlement: Refund shipping back of $22 - they should not have told me to send the shoes back to them if they weren't going to get them fixed.

Business

Response:

The customer did not include a note that we were to return to the manufacturer.

When this customer called up to complain, we informed him that the returns department would need a note asking them to forward the product to Carolina.

Consumer

Response: