Shoes.com

We sincerely apologize for the frustration that the customer has experienced with this order We have contacted the Manufacturer (*** ***) and they have informed us that they are unable to locate the package without the tracking number The customer has provided tracking number
***, claiming that they mailed the package back to *** *** on 9/30/15, but *** shows that this is not a valid tracking number In our return policy, we are always happy to provide a free shipping label for each item so that customers can return items to usThe customer has returned her item to *** *** directly so we will need the correct tracking number so that we can confirm this information with *** *** Once we receive the tracking number, we would be happy to look into this further

We have tried to credit the customer back however when we tried we were getting an error from *** due to a complaint from the customer We have requested our billing department to try and process the credit again We as the customer to allow 2-business days for the final credit to appear in their *** account

Hello,ShoeBuy would like to apologize for the long wait time this customer experienced on the phones as well as any inconvenience experienced with order# ***. However, this order was refunded on 6/11/in full for $to a *** ending in ***. An exchange had been requested by
the customer for a size on 6/8/The exchange was then processed on 6/12/resulting in that same amount being charged again to the same card on 6/12/This created new order#***. According to our records the customer is due no further refunds, additionally the billing name on the order is a *** ***, the customer has indicated to us that this could be the reason why she is not seeing the creditOur system would not have allowed the order to go through if that was not the name on the credit card used and our system can only return the funds to the original payment method usedThe credit authorization for the refund on 6/is ***We sincerely hope that our customer is able to use this information to track down the refund that was issued on 6/and will once again consider shopping with ShoeBuy

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 # ***Please add your rejection comments below.
I did not receive a full refund as evidenced by the attachment. I expect a full refund because they did not deliver the product that was ordered
Regards,
*** ***

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 # ***Please add your rejection comments belowI am not satisfied with this response I believe this is an unfair business practice to not accept a brand new pair of shoes back because the box is missing I have never had a clothing company not accept a shirt because the tag is missing and this is the equivalent I personally don't want to use Shoebuy again because of these unfair practices I hope that others will read this and choose to take their business elsewhere This would be a small accommodation to make a long time customer, as you referenced- since 2007, happy but it is clear that Shoebuy does not value maintaining valued customers.
Regards,
*** ***

Please apologize to customer for any unexpected inconvenience experiencedWe have issued a refund for the missing shoes that the customer did not receive on 12/22/in the amount of $to the customer's *** account on fileThe customer will need to reorder the shoes if they are still
neededWe apologize again for any inconvenience

We would like to thank this customer for their business and are sorry the boots did not fit correctly. We have reviewed the item this customer ordered and the customer did receive the correct item. When selecting the color for this item the full name of the color is Dark Brown Extended
Leather. The word “Extended” on the shoe box does not stand for wide calfWe have reviewed the pictures the customer supplied and they show wear on the bottom of the shoes. We are unable to accept shoe back if they are not in new condition. This policy is in place due to all of our business being done via the internet and customers are unable to look at the items before purchasing. We have attached the pictures the customer sent us showing wear on the bottoms of the shoesWe can certainly appreciate that this is frustrating for the customer as they do not wish to keep the shoesWe also understand this was not the resolution the customer was seeking. However, our decision to not accept the return was made carefully and in accordance with our policies (reference: http://www.shoebuy.com/info/returns). All companies have policies and standards by which we must adhereWe want to be sure that this customer and there fellow customers have the best possible shopping experience and that we delight all with every purchase, and our policies have been structured to help ensure this is the case

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 # ***Please add your rejection comments below.
You should check your operation. The shoes we original
received and the same ones you returned are in perfect condition. If your
receiving department gave you pictures and said the shoes we purchased were
worn and dirty they are incorrect. There is the possibility they were
instructed by management to give you pictures so as not to issue credit.
I don’t know, I can only guess based on the response. I'm trying to alert you to a possible flaw in your operation. It's your choice to check it out. Of Course I will no loner purchase shoes from you so maybe all you lost was this one customer. Perhaps the Revdex.com who tries to identify better companies will file this complaint and be on the look out for similar claims from other customers.***
Regards,
*** ***

This restocking fee was already refunded to the customer earlier todayThe customer should have their full refund within business days

We would like to thank this customer for shopping with us The original order this customer placed was credited back $on 4/4/ The customer original had requested to exchange the item for another pair however they did then decided to return the item and we apologize this was
not updated correctly We were able to cancel the second order for this customer before it shipped out We only do a pre-authorization for orders until they shipped so the customer was never charged for the second pair This pre-authorization is automatically removed after days

We apologize to the customer for any inconvenienceWe will be issuing a refund for the order as a onetime exception to our return policyCustomer can expect to be receiving refund on method of payment in the next 3-business days

We want to apologize to this customer for the confusion around their return/exchange This customer never said in the emails sent to our customer service department that they wanted to exchange The customer even said they were ok with the $restocking fee which is only charged when an item is not exchanged When an item is received back to our warehouse they are unable to make any changes to the order which are not already in the system so a written note to exchange for the size would not be an acceptable way to do an exchange per our return/exchange policy which can be found at :http://www.shoebuy.com/info/returns.If the customer would still like the size we would be happy to assist them in placing a new order Once a new order is placed we will credit the customer back the $restocking fee as we would still consider this an exchange Please be advised the customer received a special $off promotion on their original order which was only valid with orders paid via *** Checkout To apply the same $credit to the new order this customer would need to use *** Checkout again

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 # ***Please add your rejection comments below.
I wont be buying from ShoeBuy againI have not yet seen the refund post to my accountBecause it can take up to days I wanted to respond so as not to exceed the time frame requested that I respond. If/when I receive that refund, I will not be purchasing anything else.
Regards,
*** ***

We apologize to the customer for any inconvenience experiencedRegrettably, we are not able to accept any returns of shoes that have been worn for any length of time as they cannot be resold by the supplierWe recommend that customers try on the shoes on a carpeted surface for about minutes and
then decide whether they are going to work or notWe will be issuing a partial refund of $back to the customers *** *** account ending in ***We would recommend having the customer donate the shoes to charity or have them resold to someone who can wear themWe apologize again for any inconvenience

We would like to thank this customer for shopping with us and apologize for the frustrating experience they had with our customer service department We have requested to credit the customer back the $restocking fee This request will be processed in 3-business days, we do ask the
customer allow up to business days for the credit to show on their original payment method statement Again we are sorry for their experience and hope to work with them again one day

We are sorry to hear of the issue with the item this customer received We stand by the products we sell and will accept a return due to manufacturer defect within one year Returns due to manufacturer defects are not subject to restocking fees We have emailed a return shipping
label to the customer We will credit the customer back once we receive the item back into our facility and review it with the manufacturer We will confirm this with the customer via email We do apologize for the inconvenience and hope this customer will find this resolution acceptable

Please apologize to customer for any confusion and inconvenience related to our return policyWe are certainly not here to deceive anyoneI have provided a link below to our return policy from our website for further review which explains the restocking fee and how it can be waivedWe would
advise the customer to contact us back should any more questions arise regarding our return policy that has been in place since August of 2015. ***

We would like to thank the customer for reaching out to us and apologize for any confusion during checkout Because each brand comes from a different location and not all brands offer expedited shipping, all expedited fees are on a per item basis, rather than per order When placing
an order, all items are listed with shipping options to the right of each item and a message “Please select a shipping method for each item in your cart.” Again, we sincerely apologize for any confusion

We would like to thank the customer for their business and are sorry the customer no longer has the original payment card Our policy is to credit back the original payment method used on an order We are unable to credit a different card or issue a paper check Once the item is
returned we will credit the original payment method and if the customer would like an item in exchange we can try to charge the card again (we must wait 5-business days for the credit to show on the original payment card) We are very sorry for this and welcome the customer to call our customer service department for more information

We would like to thank this customer for shopping with us and are truly sorry the wrong shoes were shipped to the customer We do make every effort to make sure the correct items are sent to our customers however either because of a technical or human error mistakes do occasionally happen
When an item is sent incorrectly it is our policy to receive the item back before we can send out a new corrected order We did try to make an exception on this customers order and reached out to the warehouse to see if we could send another pair of the Rider's to this customer After multiple emails to the warehouse we unfortunately did not receive a reply in time Once we did receive the incorrect item back we credited this customer in full in the amount of $ Again we are very sorry for this frustrating experience as the customer did not receive the shoes they were looking forWe would be happy to assist the customer in placing a new order for the correct shoes if this customer would like