Shoes.com

We would like to thank this customer for shopping with us and we apologize for the delay in crediting them back for their return We have received an unusually high amount of returns due to the holidays and have been processing the returns as quick as possible We did credit this customer back on 1/6/and if they do not show the credit on their credit card statement yet we ask they do allow up to days for this credit to appear Again we are sorry for the delay

We apologize for the customer not receiving the exchange order We have processed a credit back for the restocking fee We ask the customer allow 2-days for the credit to appear on their statement

The seller has stated that their new [and non-advertised] return policy focuses on free exchanges because they are certain to find the right match for all customersThat is not the caseEven though I searched their entire inventory, I could not find a similar or different item to my satisfactionTherefore, having failed to live up to their commitment, this claim is false.The seller also claims that they updated their website return policy on 7/16/This may be the case, however there was no official notice sent to their previous (return) customers who were used to conducting business as usual and were not aware of the new restocking fee policy now deeply buried in the fine detailsThe presumption of a return customer expecting there would be no restocking fee is a reasonable expectation of which the seller has taken full advantageThis undermining action blindsides those returning customers who were never notified of the change.Hereby, the seller is guilty of a form of ‘bait-and-switch’ tactics that should be brought to the state attorney’s office and/or consumer protection for investigation of fraudExpecting a simple apology to suffice, exemplifies a dubious business conduct.I expect my original claim to be accepted before future actions are elevated Regards, [redacted]

We apologize for any inconvenience experiencedI have checked and cannot locate an account set up for the e-mail address providedTherefore, there is nothing to deleteI will have the customers e-mail address unsubscribed so that no more unwanted e-mails are received from our company

Our offer for the customer to place a new order within the next days is still valid If a new order is placed we will be happy to credit back the restocking fee

We sincerely apologize for any disappointment the customer has experienced with our return policyWe offer free exchanges and free shipping but any returns incur a $restocking feeI can see that a Manager spoke to this customer and made a one-time exception to waive of the restocking fees out of the items ordersThis has already been processed for the customerUnfortunately we are not able to alter our return policy and waive all of the restocking feesWe are also sorry to hear that the customer was disappointed in our customer serviceWe have pulled those calls and could not find any record of a representative saying the things that the customer has claimedAgain, we sincerely apologize that the customer was not satisfied with our return policy or our customer service

We would like to thank the customer for shopping with us and are very sorry the wrong item was shipped to this customer We try to make sure every order sent is correct however technical or human errors do happen occasionally When a customer does not receive an item our policy is to start an investigation which can take up to business days to complete During this investigation we contacting the shipping company and also the warehouse the item is shipped from and try to understand where the error occurred.We do apologize for the delay in the investigation and when the customer contacted our customer service department after the business days had passed the representatives the customer spoke to should of forwarded this order to a supervisor This unfortunately was not done and this situation will be used to train all employees so we can make sure a situation like this does not happen in the future.We have requested our billing department credit this customer back the total of $to their original payment method Please allow 2-days for this request to be processed and also be advised it can take up to business days for the credit to appear on the customers statement

Our previous response still standsIf customer does not want the shoes, she may return them to back to us for a refund to method of payment

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 belowdid anyone look at my pictures I sentit clearly does not show any dirt or worn solesthank you Regards, [redacted]

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] Please add your rejection comments below The business's response is nothing new to meThey have not addressed nothing besides offering an apologyI think they use deceptive return policy practicesThey had changed their free returns & shipping banner previously advertised in their website to free exchanges & shippingThey replace returns with exchanges and then never notified their long-standing customer accounts, such as myself, of the return policy changeIt is deceptive, periodIt is simply unreasonable to expect repeat customers who have placed their orders over the past years with Shoebuy using the same return policy to suddenly decide to check for the return policy to have changedNo reasonable and prudent person would do this and they should be held accountable to non-ethical practicesIt is beyond frustrating to know that my long-term standing with doing business with Shoebuy has gone un recognized for the to dismiss my requestIt is even worse to see they are getting away with using this deceptive recent change to their return policyAsk Shoebuy how long their free return policy has been in place and then ask how long the new return policy has existedBusinesses who decide to change for the worse need to hold themselves accountable for making those decisions and act in good faith when problems like this arise Regards, [redacted] ***

This customer did connect with one of our specialist through social media yesterday September 3rd, and we hope she has found our resolution acceptableFor your reference, the return credit of $for order # [redacted] was issued on September 2, Depending on this customer's financial institution it can take an additional - business days to post to her accountThe customer requested an exchange via email for a smaller size, after we issued the refund and attempted to place a new order for the smaller size we encountered an error processing paymentUnfortunately this resulted in a preauthorization hold on this customer's credit cardOur specialist removed this hold yesterday, September 3rdWe do apologize for any inconvenience this may have caused

We would like to thank the customer for reaching out to us regarding this orderOur system shows that the customer printed out a return label online on Nov 2ndWe always ask the reason for return and the customer selected “too narrow”There was no mention of scuff marks on the shoeWhen we received the shoes, there was much evidence of wear on the shoes; including but not limited to, scuff marksOur policy states that we cannot accept back work merchandise so the shoes were sent back to the customerIt was only then that we received a call from the customer stating that the shoes had scuff marks before she wore themWe did open an image review to go over the pictures that our warehouse took, and again concluded that the shoes showed more signs of wear then just scuff marks, and we could not accept them backWe sincerely apologize for any disappointment in our return policies

We would like to apologize to the customer for any inconvenience caused by this mistake on our website. At this time it looks like we have corrected our website to reflect that this item does not contain any ***-***. We have also started the return process for this customer and will be issuing a... full refund. If the customer would still like to receive a pair of shoes, he will need to place a new order. We will still honor any discounts he initially received.

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 do not feel this amount is anything I can not wear these shoes and the only thing I can do is donate them I bought them in good faith and hope your company sees this $is a lot to spend for a pair of shoes 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] Please add your rejection comments belowThis has dragged on fpr a month Want full refund no restocking fee and price to mail if I have to mail back on my own] 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 didn't tell them the shoes were received with out a box because I thought it was shipped that way on purpose to save shipping costsWhen I initially called to ask about my credit, I told the person on the phone that they were received with out a box; two pair of shoes in one box with no shoe boxesIt did not appear that the box had been opened or repackagedThe person said it would be reviewed but was unclear that it was only to check pictures that were taken at their facility.I also emailed the customer service email address to ask what is the process if I receive shoes with out a box and I received no response.The manager called me back while I was at work which I specifically ask to NOT be called backI wasn't able to talk and I believe I said "whatever" when he offered the off for sending the shoes with no boxTo me, they are acknowledging the shoes were sent with out boxes but telling me I have to send them back in a non-existent boxI have no way of knowing what happened at the shipping facility and I asked for pictures that the shoes were shipped to me in a box but none were provided.I would also like to mention that I purchased pair of shoesTwo I tried to exchangeOne pair that was successfully exchanged was sent to me with a boxWhy would I send back one pair with a box and one pair with out a box? I would have gladly sent the shoes back had I received a box.I have rejected the returned shipment and it is expected to be returned to their facility around January 11, I still expect a full refund for the shoes I have returned.] Regards, [redacted] ***

Please apologize to customer for any inconvenienceOur warehouse reshipped these shoes today for delivery tomorrow, 12/22/The [redacted] tracking number for the package is [redacted] We apologize again for the inconvenience

We are sorry this customer has had a frustrating experience with their missing shoes We have been trying to contact the customer however have not heard back from them *** must speak with the customer before we can complete the investigation *** will not close or issue a claim without speaking to the customer We as the customer contact us with a updated phone number that will be answered when *** calls as they do not leave messages

Please apologize to customer for any inconvenience experienced with our companyI am showing that we issued a refund yesterday for the [redacted] Penny Loafers and the [redacted] shoes that were returnedI am showing that the total refund was for $In the future, the customer should return any items using our prepaid return label which will have the return delivered our warehouse and not directly to the suppliers warehouse