Shoes.com

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] This is a simple lack of a response by the business and says essentially nothing Sure that info is listed But in a manner that is deceptive Regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The boots are defectiveI did wear the boots two days before they caused my right ankle to get an abrasioncausing me to limpMy job requires me to walk about miles a dayAfter two miles, I was limpingThe boots are defective, and caused an abrasion on my right ankleShoebuy said I wore the boots, thus I cannot get my money backI wore the boots and found out they are defective! Would you accept an item that was defective? If you go by Shoebuy's logic, you could not return anything, if anyone found anything that was defective after receiving itI discovered those boots hurt my ankle causing me to limpWould you want to wear boots that caused you pain and could not walk normally? I’d lose my job if I started to return late each day, because of those bootsI’ve worn [redacted] boots since and never had one problem with them, before the boots Shoebuy sent meRegards, [redacted]

We apologize to the customer for any inconvenience experiencedI am showing that the [redacted] boots purchased on our website were delivered to the customer on 1/11/The *** tracking number for the package is [redacted] We also issued a $refund to customers [redacted] account for the delay experienced on the same dayWe apologize again for any inconvenience

We would like to thank the customer for their purchase with usWe have looked into this order and reviewed the item for any manufacturing defectsThis item was not defectiveOur notes show that the customer was disappointed with the qualityThis is not considered a defect but we still accepted back the item for returnOur return policy states that exchanges are free but returns are subject to a $restocking feeWe issued the customer a full refund minus the $restocking fee in accordance with our return policyIf the customer would like to place an exchange order for any of the over 130,items on our website, we would be happy to count that as an exchange and refund the $restocking feeWe sincerely apologize that the customer was disappointed in the product they receive and in our return policy

We are sorry we are unable to supply the item this customer wants at this time We have credited back the customer for the order we were unable to process and ship to her and suggest the customer continue to watch [redacted] to see if this item becomes available in the future

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below The only reason I "exchanged" items is because I refuse to lose $per item for three items Customer service told me there was no way they could waive the fee I searched the website to find the cheapest items that I could possibly use so I wouldn't throw $down the drain I am requesting that Shoebuy.com either eliminate their policy of charging a $restocking fee or prominently put this information on their website so customers like me do not erroneously order merchandise oblivious to the potential restocking fee Because the use of a restocking fee is abfor shoe/clothing retailers, it is deceptive for Shoebuy to not inform customers of this policy It does not matter if they advertised this information in July -- shoppers using the website now are oblivious to this new, bizarre, costly policy Other customers have contacted the FTC, and others are awaiting a class action lawsuit It seems deceptive I am not the only one who feels this way.Please take a look at Shoebuy.com's [redacted] page, there are a ton of other customers like me posting that they too have been burned by this new policy Look under Vistor's Posts Regards, [redacted]

Again, we sincerely apologize that the customer felt misled by our return policyWe do list the policy clearly on our returns page which has been up since July of We have just checked on this customers account and she is being refund for the restocking fees on all three items for order [redacted] because she has made an exchange order within our return policy guidelinesAs our website states, exchanges are 100% free so the customer will receive free shipping and a full refund on these three itemsWe would like to thank the customer again for her feedback regarding our return policy

We would like to thank this customer for shopping with us Per [redacted] tracking # [redacted] the customers order was delivered on 12/6/ We understand this customers frustration when trying to get more information about their delivery This item was picked up by [redacted] on 11/or 11/but [redacted] did not do the initial scan of the package to let us know its status This order shipped from California and the next time the item was to be scanned was when it got to North Carolina on 12/5/ The item was then delivered to the customer on 12/6/ If this customer still needs any assistance we ask the to contact our customer service department

Revdex.com: I would like to reopen this case because it is not closed, I have notreceived my money back from shoebuyI had accidently hit the wrongresponse when the case closed, I did not mean to do thatI called [redacted] March 16th, they said I should give shoe buy a credit # [redacted] and theyshould be able to settle thisI alsohave my receipt from when I mailed myboots back with the number I gave themShoe buy was paid back October8th, 2015, I am still waiting on mine Regards, [redacted] ***

We issued a refund for this order on 12/21/to the customers [redacted] accountCustomer should contact [redacted] if this refund has not been received as of yet

We would like to sincerely apologize for the customers disappointment with our return policy and thank them for their feedbackWe can see that the order was placed for the wrong size and offered to process an exchangeThe link that we sent the customer on [redacted] was to the size chart so that the customer could be sure of what size they neededWe're very sorry for that confusion and for not sending a link to the actual shoe so that the customer could reorderWe would be happy to send that link now.We do understand that the customer has already ordered their item on another website and would just like to be refundedWe have already issued a full refund minus the $restocking feeWhile we do offer free exchanges, all returns are subject to a restocking fee as of August 1stThis policy is listed under the "Returns" section of our "Help" pageIf the customer does decide to place a new order or process an exchange we would be very happy to assist him with this and refund the restocking feeWe want to assure this customer that our decision to not waive the restocking fees on his order was made carefully and in accordance with our guidelinesWe understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause

I have received the boots but its a sham it took this to get anyone to respond to me Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I have received two credits to my [redacted] account, so it is not an issue with thatI closed the dispute on [redacted] after I received ShoeBuy's last message through Revdex.comI will not consider my issue resolved until the credit card I used for the purchase only has a $balanceThis is the only purchase on the card at the moment Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

We sincerely apologize for any confusion regarding these orders We have looked into this and determined that the customer made an error when purchasing the shoes both times The first order [redacted] the customer ordered a Unisex shoe in a Size As stated in the size chart on our website, this is a Men’s size and a Women’s size The customer then went online and process an exchangeThe exchange notes from the customer say that she received a Men’s size and she needed a Women’s size Because this was an exchange, the customer was not charged a restocking fee and received a full refund of $on Jan 11th(Depending on her bank, it may take an additional business days for the refund to show up in her account.) The item that the customer selected for exchange was the same Unisex shoe in a size This is equal to a Men’s size and a Women’s size This is, again, listed on the webpage for the shoeOn Jan 4th the customer went online again to process a return for this new order [redacted] because it was not a Women’s size We issued a full refund minus our $restocking fee for returns We are not able to waive the restocking because we shipped and delivered the correct sizes that were orderedIf the customer would like to place an exchange order, we would be happy to help her pick out the correct size and waive her fees because exchanges are 100% free We apologize again for any frustration the customer has experienced with her orders

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The offer of an apology was a nice opener from shoes.com but was quickly devalued by excuses and the lack of ownership for the multiple failures of their employees during this experienceThe express shipping was available for this shoes as I created another order and was able to apply that option for the shipping while I was on hold during the last callAfter reading several complaints/reviews, this is definitely not "a very isolated incident." If this company were to have offered the assurance they would be contacting every employee who had played a part in this incident to train/correct in order to prevent this from them making the same mistakes and/or also shared their intentions for a required training for all active customer care reps and supervisors then the acceptance of their response would have happenedCustomer loyalty is a huge factor in keeping businesses going today not only due to the guaranteed repeated purchases but even more so for the referralsAs of now my family and I will not be participating in supporting this company with our future purchases and will eagerly share this experience during any conversation when the topic of where to purchase shoes or accessories occurs Regard [redacted]

We would like to thank this customer for shopping with us and we appreciate their feedback about the return policy.On July 16th, our site was updated to show the new policy to make sure customers would know in advanceOur homepage says “free shipping + free exchanges” and the entire policy is listed under the Returns section of our Help pageThe new policy went into effect on August 1, 2015, and all purchases made on August 1, or after are subject to our new return policyOur policy enables our customers to choose from any items in our inventory until we find an item they’ll love – more than a million items – whether that’s a different shoe or perhaps a bag or coatIn the event they prefer not to exchange for a new item, there is a restocking fee Customers do not have to pay to ship a return item back to us When a customer is ready to return an item they can go onto our website or call our customer service department and we will email them a pre-paid [redacted] return shipping labelWe want to assure this customer that our decision to not waive the restocking fees on her orders was made carefully and in accordance with our guidelinesWe understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause Should this customer opt to exchange, we’re happy to help find new styles or items to tryy here

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] They ripped me off for two of these fees of $each, man Regards, [redacted]

I'm being told by [redacted] that shoebuy needs to contact [redacted] credit department and I am not able toWe are waiting on a response from shoebuyWhy does shoebuy need a tracking # that I have already provided for them, when [redacted] can and has verified to them that they received the bootsThat is my money and shoebuy has not refunded it to me, they have not contacted [redacted] like they have been asked to do! 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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

We would like to apologize to this customer for the delay in receiving their item Per [redacted] tracking # [redacted] this item was ready for [redacted] pick up on 12/ Unfortunately there was no update with the tracking information We have been in contact with the warehouse and [redacted] to get an update on this order which took longer then usual due to the holiday season Finally on 12/the package was located by [redacted] and delivered to the customer on 12/ We hope the customer loves the item and look forward to helping the customer again in the future