Regarding case *** for *** *** zip code 94952.The complaint states having returned an item expecting to receive a full refund for the return instead was sent another pair and again charged for the item.The complaint also mentions a lack of customer service when calling ShoeMall.I apologize
for any inconvenience caused during that time.We are refunding for the item sent and will be sending a parcel post label with instructions on how to return the parcel.While setting this up we discovered there is a dispute with the charge on PayPal and until that dispute is removed they will not do anything with this order.Please remove your dispute so this matter can be resolved. Again we apologize for any inconvenience and if there is any additional concerns feel free to contact me. *** ***
Customer Service
Complaint Case *** The complaint states that the Customer has been waiting weeks for the refund for their return itemsOur records show that we have processed the refund for you today and you should expect a refund through PayPal within the next 24-business hours We
apologize for any inconvenience this may have caused and if I can be any futher assistance to you please feel free to contact me, *** ***Customer Service Manager***Ext
The complaint states having placed an order with ShoeMall and having charges which caused her checking account to be overdrawn and a negative balance resulting in overdraft charges.Because this order was placed using PayPal as the payment option they would be the party you need to speak to.We
are merely offering that option which they in turn send our company the $59.47.All money transactions were made on their end. Hopefully after contacting PayPal your issue will be resolved. *** ***Customer Service
Regarding Complaint # ***Complaint states that the return has taken a long time and wants a full refund for the order.I would like to begin by apologize for how long the return process takesWhen using our Smart Label it unfortunately does take some time to get back to usOnce we receive the
item back in our returns department they need to process it then they send the paperwork to our Customer Service Department so we can process the paperworkI again apologize for the lengthy time this takesI do see at this time we received your sandals back and I will check your items in early and provide you a full refund as a one time courtesy.We apologize for any inconvenience this may have caused and if I can be any futher assistance to you please feel free to contact me, *** ***
Customer Service Manager***
Ext
Regarding case *** for *** *** zip code 93021.The complaint states having placed orders from Shoemall using the PayPal payment method.Having noticed after the orders were placed not seeing the 30% discounts that were offered & not being provided with prepaid return labels.After
reviewing the orders it was determined the orders were received after midnight central time at which time the promotions expired.I do see where one of our customer service reps applied the discounts the following day. It is unfortunate our options are limited when using the PayPal payment method.I can however issue a prepaid label if you let me know which item you will be returning.If you are returning the size 370M please refer to order *** or size 380M refer to order ***. If I can be of further assistance feel free to let me know, meanwhile I will wait to hear from you on which order number I will be sending the return label for. *** ***Customer Service
Regarding case *** for *** ***, zip code 48638.First I reviewed the ShoeMall web-site to verify the shipping charges.There are options for shippingStandard 7-daysPriority 3-daysExpress 1-days. That said, the order was received on
6-2-at 3:PM and shipped on 6-3-2015. The order showed delivered on 6-5-at 1:PM.Because the order was received in the afternoon it didn’t ship until the next day so having shipped on the 3rd and received on the 5th that would be days but we will refund the $as a good will gesture.The error in the size is definitely an issue and one we want to take care of.A label will be sent to have the shoes returned at no charge and we will refund the shoes.The size you requested is not available so shipping goes to the next available size.We do need the shoes in order to refund so please use the label that is being sent to you. If I can be of further assistance feel free to contact me by email or at *** ext*** *** ***Customer Service
Regarding case *** for *** *** *** *** *** ***The complaint states having ordered shoes and having sent a down payment of $20.94.The item ordered and received was the wrong size so it was sent back and a replacement was sent but it was the wrong color.At that point we had the down
payment and both pair of shoesThe customer had nothing but a $charge on their account. After reviewing the case it was determined the entire down payment should have been refunded to the customer.A refund check for $will be issued to *** *** ***That check should arrive in the next to days. Thank you for bringing this matter to our attentionI do not feel you should be responsible for the original or return postage if what you received was not what you ordered. If I can be of further assistance feel free to contact me by email or at ###-###-####.
*** ***Customer Service
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Candace ***1:PM (minutes ago)***Ms ***,My complaint with your company was that it took you over weeks to inform me that the wrong boot had been returned to you, by which time the other company has no way of tracking the other pair down It is inexcusable in this day and age for you to take so long to let me know of the problem Because of your delay, I am unable to correct this problem - that is your fault and yet, I am out the money Issue unresolved.Candace ***
Regarding case *** for Candace *** zip code ***.The complaint states having ordered boots from Shoemall and because the order was paid for using PayPal no return label was included in her order.Upon realizing the boots didn’t work for her she requested a return label and customer service
sent one to her.Upon receiving the label she returned the boots but apparently there were two different boots in the return received at Shoemall.When our returns department went to check the boots in it was discovered the boots were not the same.At that time we returned them but in the meantime the customer had sent the other pair to another company she had purchased from. At this time I am asking if MS *** heard from the other company, if so we can arrange to have the correct pair returned and at that time we could issue a refund or exchange. I can certainly understand the customers frustration in not having the product and being out the cost of the boots. Unfortunately without having the boots we have nothing to check in and nothing to refund. Please contact me at my email or by calling *** *** ext***.Hopefully MS *** has heard something from the other company and we can resolve this issue. Debbie ***Customer Service
The complaint states that the boots that the Customer received were less than good quality and the Customer would like a refund. I would like to start off saying how sorry we are that you received boots that were not of good quality. Due to the fact the boots were less than satisfactory I will...
mail you a prepaid label to send the boots back to us. Once we receive the boots back I will make sure there is a full refund for this order. We apologize for any inconvenience this may have caused and if we can be of futher assistance feel free to contact me so I can futher assist you, [redacted]Customer Service [email protected]. 7638
I have reviewed the response and I accept that they refunded my money. However, it should not take 5 calls and several excuses to give a refund when the merchandise was returned because...
they sent it to the wrong address. This was a month long ordeal. If they receive the merchandise back, then shoe mall should automatically refund the customers money. Processing should be speedy and if they do not have customer service to make it worry free then they need to re-visit their company policies and procedures. No more ordering from shoe mall for me as it is really BA Mason and I stopped ordering from them many many years ago because of service.
[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. I just wanted to say this was a terrible customer service experience. Someone should not have to chase down their money and be forced to file claims and Revdex.com reports just to receive a refund due to the company's error.
Regards,
Candace, I am still working on your case and need to ask the following information. What was the date you returned your package to the other company and the date of the response from them?Please reply as soon as possible so I can continue with this case and a resolution for works for all involved. Debbie [redacted]Customer Service
Regarding case [redacted] for [redacted] zip code 13135. The complaint states having received incorrect merchandize and also paid for faster shipping. A full refund was credited on the 24th of April. The order was placed using the payment method Pay-Pal so we had to credit back...
to Pay-Pal and they in turn will refund MS Hood. If I can be of further assistance I can be reached by email or at [redacted] ext. 4278. [redacted]Customer Service
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.
The other company lost track of the items I sent to them as 5 weeks had passed since the original return! It is not the other company's fault that it took Shoebuy 5 weeks to inform me of the mistake.
Regards,
Candace [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.
I returned the package to the other company at the same time I returned the package to you - end of November 2015. You took five weeks to contact me about the mismatched shoes (by sending them back to me). I immediately called the other company (beginning of January 2016) but since it had been five weeks since the shoes were returned, they had lost track of them.
Regards,
Candace [redacted]
Regarding case *** for *** *** zip code 94952.The complaint states having returned an item expecting to receive a full refund for the return instead was sent another pair and again charged for the item.The complaint also mentions a lack of customer service when calling ShoeMall.I apologize
for any inconvenience caused during that time.We are refunding for the item sent and will be sending a parcel post label with instructions on how to return the parcel.While setting this up we discovered there is a dispute with the charge on PayPal and until that dispute is removed they will not do anything with this order.Please remove your dispute so this matter can be resolved. Again we apologize for any inconvenience and if there is any additional concerns feel free to contact me. *** ***
Customer Service
Complaint Case *** The complaint states that the Customer has been waiting weeks for the refund for their return itemsOur records show that we have processed the refund for you today and you should expect a refund through PayPal within the next 24-business hours We
apologize for any inconvenience this may have caused and if I can be any futher assistance to you please feel free to contact me, *** ***Customer Service Manager***Ext
The complaint states having placed an order with ShoeMall and having charges which caused her checking account to be overdrawn and a negative balance resulting in overdraft charges.Because this order was placed using PayPal as the payment option they would be the party you need to speak to.We
are merely offering that option which they in turn send our company the $59.47.All money transactions were made on their end. Hopefully after contacting PayPal your issue will be resolved. *** ***Customer Service
Regarding Complaint # ***Complaint states that the return has taken a long time and wants a full refund for the order.I would like to begin by apologize for how long the return process takesWhen using our Smart Label it unfortunately does take some time to get back to usOnce we receive the
item back in our returns department they need to process it then they send the paperwork to our Customer Service Department so we can process the paperworkI again apologize for the lengthy time this takesI do see at this time we received your sandals back and I will check your items in early and provide you a full refund as a one time courtesy.We apologize for any inconvenience this may have caused and if I can be any futher assistance to you please feel free to contact me, *** ***
Customer Service Manager***
Ext
What was the outcome from the other company?Did they mention having received items that didn't belong to them?
Regarding case *** for *** *** zip code 93021.The complaint states having placed orders from Shoemall using the PayPal payment method.Having noticed after the orders were placed not seeing the 30% discounts that were offered & not being provided with prepaid return labels.After
reviewing the orders it was determined the orders were received after midnight central time at which time the promotions expired.I do see where one of our customer service reps applied the discounts the following day. It is unfortunate our options are limited when using the PayPal payment method.I can however issue a prepaid label if you let me know which item you will be returning.If you are returning the size 370M please refer to order *** or size 380M refer to order ***. If I can be of further assistance feel free to let me know, meanwhile I will wait to hear from you on which order number I will be sending the return label for. *** ***Customer Service
Regarding case *** for *** ***, zip code 48638.First I reviewed the ShoeMall web-site to verify the shipping charges.There are options for shippingStandard 7-daysPriority 3-daysExpress 1-days. That said, the order was received on
6-2-at 3:PM and shipped on 6-3-2015. The order showed delivered on 6-5-at 1:PM.Because the order was received in the afternoon it didn’t ship until the next day so having shipped on the 3rd and received on the 5th that would be days but we will refund the $as a good will gesture.The error in the size is definitely an issue and one we want to take care of.A label will be sent to have the shoes returned at no charge and we will refund the shoes.The size you requested is not available so shipping goes to the next available size.We do need the shoes in order to refund so please use the label that is being sent to you. If I can be of further assistance feel free to contact me by email or at *** ext*** *** ***Customer Service
Regarding case *** for *** *** *** *** *** ***The complaint states having ordered shoes and having sent a down payment of $20.94.The item ordered and received was the wrong size so it was sent back and a replacement was sent but it was the wrong color.At that point we had the down
payment and both pair of shoesThe customer had nothing but a $charge on their account. After reviewing the case it was determined the entire down payment should have been refunded to the customer.A refund check for $will be issued to *** *** ***That check should arrive in the next to days. Thank you for bringing this matter to our attentionI do not feel you should be responsible for the original or return postage if what you received was not what you ordered. If I can be of further assistance feel free to contact me by email or at ###-###-####.
*** ***Customer Service
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Candace ***1:PM (minutes ago)***Ms ***,My complaint with your company was that it took you over weeks to inform me that the wrong boot had been returned to you, by which time the other company has no way of tracking the other pair down It is inexcusable in this day and age for you to take so long to let me know of the problem Because of your delay, I am unable to correct this problem - that is your fault and yet, I am out the money Issue unresolved.Candace ***
Regarding case *** for Candace *** zip code ***.The complaint states having ordered boots from Shoemall and because the order was paid for using PayPal no return label was included in her order.Upon realizing the boots didn’t work for her she requested a return label and customer service
sent one to her.Upon receiving the label she returned the boots but apparently there were two different boots in the return received at Shoemall.When our returns department went to check the boots in it was discovered the boots were not the same.At that time we returned them but in the meantime the customer had sent the other pair to another company she had purchased from. At this time I am asking if MS *** heard from the other company, if so we can arrange to have the correct pair returned and at that time we could issue a refund or exchange. I can certainly understand the customers frustration in not having the product and being out the cost of the boots. Unfortunately without having the boots we have nothing to check in and nothing to refund. Please contact me at my email or by calling *** *** ext***.Hopefully MS *** has heard something from the other company and we can resolve this issue. Debbie ***Customer Service
The complaint states that the boots that the Customer received were less than good quality and the Customer would like a refund. I would like to start off saying how sorry we are that you received boots that were not of good quality. Due to the fact the boots were less than satisfactory I will...
mail you a prepaid label to send the boots back to us. Once we receive the boots back I will make sure there is a full refund for this order. We apologize for any inconvenience this may have caused and if we can be of futher assistance feel free to contact me so I can futher assist you, [redacted]Customer Service [email protected]. 7638
I have reviewed the response and I accept that they refunded my money. However, it should not take 5 calls and several excuses to give a refund when the merchandise was returned because...
they sent it to the wrong address. This was a month long ordeal. If they receive the merchandise back, then shoe mall should automatically refund the customers money. Processing should be speedy and if they do not have customer service to make it worry free then they need to re-visit their company policies and procedures. No more ordering from shoe mall for me as it is really BA Mason and I stopped ordering from them many many years ago because of service.
[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. I just wanted to say this was a terrible customer service experience. Someone should not have to chase down their money and be forced to file claims and Revdex.com reports just to receive a refund due to the company's error.
Regards,
[redacted]
[redacted]I have heard from the company and I am satisfied. Thank you.[redacted]
Candace, I am still working on your case and need to ask the following information. What was the date you returned your package to the other company and the date of the response from them?Please reply as soon as possible so I can continue with this case and a resolution for works for all involved. Debbie [redacted]Customer Service
[redacted]9:03 PM (10 hours ago)tomeProblem solved
The consumer was refunded on 11/24 in the amount of $59.97 back to the visa they paid with ending in 6765
Regarding case [redacted] for [redacted] zip code 13135. The complaint states having received incorrect merchandize and also paid for faster shipping. A full refund was credited on the 24th of April. The order was placed using the payment method Pay-Pal so we had to credit back...
to Pay-Pal and they in turn will refund MS Hood. If I can be of further assistance I can be reached by email or at [redacted] ext. 4278. [redacted]Customer Service
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.
The other company lost track of the items I sent to them as 5 weeks had passed since the original return! It is not the other company's fault that it took Shoebuy 5 weeks to inform me of the mistake.
Regards,
Candace [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.
I returned the package to the other company at the same time I returned the package to you - end of November 2015. You took five weeks to contact me about the mismatched shoes (by sending them back to me). I immediately called the other company (beginning of January 2016) but since it had been five weeks since the shoes were returned, they had lost track of them.
Regards,
Candace [redacted]