Shoemall.com

Review: They bury their "policy" about not providing FREE Return Shipping on EXCHANGES if you pay through [redacted].Desired Settlement: Refund my $7.53 return shipping

Business

Response:

[redacted]> wrote:

Name: [redacted]

Email: [redacted]

Business Name:

Address:

Zip/Postal Code:

Comment: I cannot respond to Complaint ID [redacted] on the Revdex.com website. RE Complaint ID [redacted] - [redacted] Thank you for bringing this matter to our attention. One of our Lead Customer Service Representatives will be in touch with Ms. [redacted] forthwith. [redacted]

Review: I ordered a pair of boots. Shoemall sent it to the wrong address. Now I am getting the runaround telling me it was processed. It was processed. When items are received in a company and it takes them a week after you call them to refund your money to a debit card. There is a horrible customer service problem. Thankfully US mail showed it delivered back a week before I called....now excuses as to why I can't get my refund in my bank. Order number 55173563. This should be illegal.Desired Settlement: Refund and management acknowledgement they have a problem. They just rebranded Mason shoes as Shoemall and they have had horrid service for years

Business

Response:

The consumer was refunded on 11/24 in the amount of $59.97 back to the visa they paid with ending in 6765

Consumer

Response:

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.

Review: ShoeMall.com leads you to believe that Express Service is overnight service. They charge $25.00 for this.

I paid $25.00 for overnight service (express). I received my shoes 3 days after ordering. When I wrote to ask about a refund for my $25.00 they said their express service is 1 to 3 days. My order was shipped regular ground - not express like they lead you to believe. $25.00 for regular ground service. WHAT A RIPOFF!

And then, I opened the box ....I had ordered size 14 - in the box are size 15. Geeez!

I will not return them. ....I don't want to ever deal with this company again. I will just donate them to Goodwill.

I want to file this complaint to get it on the record. They should not be allowed to mislead customers like they do.

After receiving the very unsatisfactory service that I did, I checked the internet. I wish I would have checked first. There are a whole lot of complaints about this company. Many with the same complaint as mine. They are misleading customers and stealing their money.Desired Settlement: Quit misleading people and stealing their money.

Business

Response:

Regarding case [redacted] for [redacted], zip code 48638.First I reviewed the ShoeMall web-site to verify the shipping charges.There are 3 options for shippingStandard 7-10 daysPriority 3-5 daysExpress 1-3 days. That said, the order was received on 6-2-2015 at 3:09 PM and shipped on 6-3-2015. The order showed delivered on 6-5-2015 at 1:22 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 3 days but we will refund the $25.00 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 [redacted] ext. [redacted]Customer Service

Review: According to the ShoeMall website "The Return Label is a return option that can save you a trip to the post office. Simply attach the Return Label to the outside of your package and give it to your postal carrier. The Return Label will deduct $6.95 from your refund amount in order to cover the return shipping and processing fees." With that in mind I purchased several pairs of shoes, knowing I would most likely have to return most of them due to my very unusual and hard to fit size 12 extra narrow. What they don't tell you is that this is not an option if you pay with PayPal or order through Amazon. I have called customer service twice now. The first person said they would send me a prepaid return label that I have yet to receive. When I called again to let them know that I hadn't received the label and to ask whether it had possibly been sent via snail mail I was informed that because I paid via PayPal they were unable to send me a prepaid return label and I would be responsible for the cost of the return shipping.Desired Settlement: I would like ShoeMall to email me a prepaid return label and I would like for them to explicitly state on their website under the Return Label section that the prepaid return label option is not available for orders placed via Paypal or Amazon. If there are other third party options that cause you to forfeit the prepaid return label option those should be called out as well.

I ordered shoes from this company in October for a Christmas gift. Apparently they were back-ordered although I was not notified. I emailed the company three different times and they only told me that the item had not shipped. Today I called them and told them that I was moving and was concerned about the ship date. They told me the only thing they could do was cancel the order and reorder it if I needed to change my shipping address. While trying to figure out my options, the SUPERVISOR took it upon herself to CANCEL my order without my authorization. When I told her that I did NOT authorize the cancellation of the order, she told me that I did...and was very rude. When I asked about reordering the shoes, she said I lost my spot in the back-order line and that I would not receive the shoes until January.
I called back to speak with another manager who basically told me the same thing and offered me 10% off for the hassle.

Waited two months on a pair of shoes and finally received a letter saying federal law required them to ask if I still wanted the shoes since it had been backordered for so long. I sent the letter back stating I didn't want the shoes, yet three days later they billed my card and sent the shoes. The return address label was not prepaid, no postage. I got "disconnected" from a supervisor, spoke with two different representatives, and finally got a shipping label today, after emailing the company asking them to resolve this or I would contact the Revdex.com. This is a lot of work for the $27.87 I am trying to get back from this company, they are making sure I work for it.

Returns, using the enclosed USPS Super saver label, are dreadful. As per ShoeMall's written instructions, I dropped my package off at my local post office on Saturday, feb. 6. It finally arrived in Chippewa Falls on Feb.. 29. Please note that returns to Shoe Mall, using the label, are NOT free. Although they have been in possession of the emerchandise for five days, there is no credit to my account in sight. Apparently, it takes 7-10 days to issue a credit, despite the fact that other online retailers I have used do this within 2 -3 business days. I assume this policy is in place to discourage returns. Needless to say, I will not be recommending this company to others. Will continue to use the more consumer-friendly online retailers.

Review: Item has been mailed back with there return mailing label. Several emails and Still no money refund.Desired Settlement: Refund to my credit card

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].

The tracking link shows the expected return date of 6-28-2013 but nothing has been check in as of today.

We will go ahead and issue the refund and apologize for the delay you are experiencing.

Thank you for bringing this matter to our attention and if there is anything else that needs immediate attention you can contact me by email or at ###-###-####.

Customer Service

I ordered a pair of s13 EEE slippers as a gift. We received a 13W which I paid over $10 to return for the correct size.
When the replacement arrived it was once again a 13W. When I called a lady tried to tell me that a W was a EEE. When I explained that she was mistaken she hung up on me. I spent another $10+ to return them again. I did get a refund for the purchase but no compensation for the freight I paid to return them twice due to their error.

Do not order from this company. The detail the return policy on the web site, but when it comes tiem for a customer to return an item, they do not follow their own return policy!

Review: I placed an order December 15th, and on December 21st decided to check the status because I hadn't seen the boots I ordered. The representative at ShoeMall told me a letter was sent via Snail Mail to tell me the item was out of stock on the 16th of December! I placed the order online, and they had my email!!! I'm now left 3 days before Christmas with no gift! Horrible Customer Service to send a letter via snail mail to online customers. I could have been notified in 1 day via email with still time to shop, and it's been 6 days! I had to buy the item somewhere else, and pay an extra $50! Many places sold the item cheaper, but it was too late to get it by Christmas. I had to pay more money due to their poor business practice.Desired Settlement: Send me $50 to cover the added expense of having to order the Columbia boots from Amazon. I have a receipt showing they were ordered today, and what I paid. They are the same exact item I ordered from ShoeMall 6 days ago. Amazon was the only place I could get 2 day shipping and be guaranteed they'd be here. Seeing how you knew on the 16th, and chose not to contact me by phone or email (you had both), and put me in this position.

Business

Response:

Regarding case 1[redacted]The complaint states having placed the order on the 15th of December and not being notified the item was no longer available leaving her no or little time to find another gift for her daughter. The complaint is asking for $50.00 to cover the difference in what she had to pay to purchase the item somewhere else. First let me apologize for the inconvenience experienced when trying to purchase thru Shoemall. It is our #1 priority to serve our customers.I will look into why an email was not sent considering we had the email address in the system.I am not able to send a $50.00 check but please consider a 50% offer on a future purchase from Shoemall. When you are ready to place an order with us please call our toll free number 1-800-704-5478 and ask for Debbie at ext. 4278.If I am not available please leave a detailed message and I will return your call. [redacted]Customer Service