Shoes.com

Thank you for finally fixing this issue. Shopping online should be a fun experience. This has been an extremely frustrating and stressful experience. Everything is a battle. You promise to waive restocking fees, if you place new order, yet every order I had to call to get them to waive it. And then of course, the issues with the proper credits being refunded. I will not be shopping with you again. Was much better before you changed your policy. You used to have free returns. If customer service retention were important to you, you would have tried to offer me something for this aggravation to entice me to come back. At this point, I will never shop at Shoe Buy again. I lost count on the number of phone calls, e:mails, chats, and finally Revdex.com to get this resolved
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

We sincerely apologize for any disappointment caused by this orderWe are not able to guarantee a cancellation once an order is placedI would like to reassure the customer that we contacted the supplier once we were alerted that she wanted to cancel and we did try our best to cancel the order
for herUnfortunately the supplier was not able to cancel the order before it shippedIf the customer wants to return the items, we are happy to accommodate herOur exchanges are 100% free if she would like a new item, or she can return the items for a full refund minus a $restocking fee for itemWe are very sorry that this is not the outcome that the customer wanted, but we are not able to go against our return policy

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 # ***
My original Order # *** made on ShoeBuy website was for two pairs of EXTRA WIDE size shoes -- one black, the other taupeSee first Pick Ticket attachedI still have the taupe pair in my possession.The second Order #*** was made by incompetent SHOEBUY customer service representative on phone who told me the only way to get one pair of shoes replaced was TO CHARGE ME FOR ANOTHER PAIR OF BLACK ***S, AND THAT I'D GET REFUND FOR TAUPE SHOES WHEN THEY WERE RECEIVED AT SHOEBUYS I ONLY WEAR EXTRA WIDE SIZE NINE SHOES! It is preposterous for company to assert that I intentionally ordered wrong size second timeI had no control over order being taken, and as I said in original complaint, I was refused written confirmation of second order I expect full refund for bungled replacement order and exchange for *** *** *** taupe size extra wide with *** *** *** black size extra wide *** *** *** shoes by Shoe Buy
Regards,
*** ***

We apologize for any inconvenienceThe return label for this return shows no scans from ***Therefore, we cannot issue a refund for a return that shows no activityCustomer has to work with the location where the return was dropped off to make sure that the package was given to a *** driver to be
sent to our warehouse in Woburn, MassachusettsWe will issue a refund once the return has been received and processed by our warehouseWe apologize again for any inconvenience

Please apologize to customer for any inconvenienceAs stated by our representatives, address changes are not guaranteed once an order is in process with our supplierWe did attempt to have the address changed but the order was too far along in the processing stages and shipped to the address that
the customer provided on his orderAs a onetime exception, we will be refunding the customer for the $that was paid for the orderCustomer can expect this refund posted on his *** account in the next 3-business daysA new order will need to be placed if the boots are still neededAlso, customer should login to his *** account and have the shipping address changed in his profile or contact *** customer service to have this change processed

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 # ***. Thank you for your help! I don't think they would have processed the 6th return without your helpMy concern about the return policy is how "sneaky" it isThey are clearly hoping that people will not switch to the desktop site to read the full policyAnd in my case I didn't even realize I didn't have the opportunity to read the full policySince I purchased from the mobile site where the info for the $fee is not available, I do still want to be returned the $Furthermore, their site needs to be more clearI feel like it should indicate that if you aren't exchanging, you will be charged a restocking fee right on the home pageIf I knew this info I wouldn't have ordered pairs!! I would have started with pair and then exchanged as needed! For a company to have an "A" rating from the Revdex.com I would have expected better customer serviceNot only are their policies meant to trick customers but every person I spoke to on the phone was rude and condescending and when I tried to resolve the issues through email, I got no where!
Regards,
*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved However, I believe their apology to be insincere at best Had I not filed a Revdex.com complaint, I never would have heard from them again at all, no matter how many more emails or phone calls I attempted Of that I am certain.At least this goes on record with Revdex.com Unfortunate that it is technically classified as resolved Lucky them
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 below.
[If you are rejecting the business's response please enter your rejection comments here.]I have attached the pictures of the shoes I have not ever worn them I really do not want to keep the shoes as they are too large to wear I really want them to take back the shoes and give me my money backSince this was an exchange (I purchased a pair that do fit ) I do not want to pay any additional restocking fees.
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 below.
Regards,
*** ***

We sincerely apologize for the customer’s disappointment in our policy Our orders usually ship directly from the Manufacturer as was the case for this orderBecause of this, once we transmit the order to the supplier, we are no longer able to guarantee any changes or cancellation
requestsWe had already transmitted the order to the supplier for processing by the time we received the customer’s request to cancelWe contacted the supplier that day to see if the order could be cancelled and were informed that it was already too far along in processing We are very sorry that we were unable to honor the customer’s request for cancellation and that the customer needed to return the item Unfortunately all returns are subject to a $restocking fee and we are not able to waive this fee for this customer. Again, we sincerely apologize for the customers disappointment in our return policies

We apologize to this customer for the delay in responding to them We are showing the customer was credited back minus the restocking fee on 3/31/ The phone number on our website is a number which goes to our customer service department, if someone calls our number
using then it goes to a number that is not related with ShoeBuy Our restocking fee policy is on our website and the customer can read all about it at ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

We would like to thank this customer for shopping with us and apologize for the shoes being delivered to the wrong address We have looked into our system and do not show any changes were made after the order was placed We would ask for this customer to log into their account and delete
all addresses in the system then enter the correct address This would make sure no old address are still saved and accidentally used We also ask the customer review the confirmation email sent after an order is placed and verify all information is correct on this email. Unfortunately we are unable to retrieve the package as *** delivered this to the address provided We do value this customer and understand that this has been a very frustrating experience We have requested to credit the customer back for the lost items We ask the customer allow 2-business days for this request to be processed and up to business days for the credit of $to show up on their statement.Again we thank the customer for shopping with us and look forward to working with them again in the future

We are very sorry to hear that the customer was unsatisfied with our policiesUnfortunately it has been our policy for a long time that we cannot accept shoes back without the original shoeboxThis information can be found on our return page Our system is showing that the customer has
been shopping with ShoeBuy since and has made a number of returns before Again, we sincerely apologize that we cannot break our return policy

We sincerely apologize for the customer’s disappointment in our return policy Our return policy states in bold “Items must be sent back within days from the purchase date.” The customer placed this order on October 15th and called to request a return on Jan 4th Unfortunately
this was past our day return policy and we were not able to accept this item backWe are very sorry that we cannot help the customer with this issue

We would like to thank this customer for shopping with us and we are very sorry for the way the shoes were shipped to the customer Items are shipped either from our warehouse or directly from the manufacture if we do not have the item at our warehouse This is done to reduce the amount
of time on delivery since shipping from the manufacture directly to the customer will usually save days on the shipping time instead of shipping to our warehouse then to the customerThis customer does not need to spend any money on shipping the shoes back to our warehouse We provide a pre-paid *** label and the customer can use any box as a shipping box The customer can get a shipping box for free from any local store in her area (this can be anything from a produce box to a standard corrugated box) Stores are happy to provide boxes as it is a way of recycling the box.All returns must be sent to our warehouse which is the address on the return label we provide Our warehouse must inspect every return received to make sure there is no damage to the item and they are also the ones who will approve and request the credit back to the customer Once the items are received at our warehouse they will make the determination if we will forward the item to the manufacture or keep at our warehouse A restocking fee is charged on all items returned and not exchanged This fee does not have anything to do with if we ship the shoes back to the manufacture or not.Our policy on our website (http://www.shoebuy.com/info/returns) says all packaging including the original shoe box needs to be returned If this customer is stating the shoes were not in a shoe box and only a shipping bag then we will note the order there was no shoe box As for the restocking fee if the customer would like to exchange the item for any item on our website we will not charge a restocking fee, however if the shoes are returned without doing an exchange there will be a charge of $for the restocking fee.All companies have policies and standards by which we must adhereWe want to be sure that this customer as with their 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

We would like to thank this customer for shopping with us and we are sorry they have had trouble receiving the return label email.We have emailed a new label to the email address the customer provided when the order was placed We would also like to apologize for this customer being told they
were outside the holiday return time frame Our regular time frame on returns is days except for orders placed between November 1st and December 31st The representative who spoke to our customer was using the day time frame and this is why this customer was told that they would not be able to return the shoes.Again we would like to apologize to the customer for this frustrating experience and we look forward to working with the customer again in the future

We are sorry this customer has not received their credit back yet We have reviewed the customers order and the problem is these shoes shipped directly from the manufacture not our warehouse When the customer refused delivery they were returned to the manufacture and we were not aware
of this as we did email a prepaid *** return label to the customer that was never used We have put in a request to credit the customer back the $and ask the customer allow up to business days for this credit to appear on their original payment methods statement Again we do apologize for the confusion

Please apologize to customer again for any inconvenience and for not accepting our partial creditRegrettably, this is the most that we will be able to offer the customer for this rejected returnMore than one set of eyes have reviewed the returned shoes and both parties agreed that the shoes had been worn as the soles were very dirtyThe $partial credit has already been issuedCustomer can expect to see this credit on her *** account shortly

Our mobile site has a link to our desktop site which has our complete processing /shipping policy available The confirmation emails we send out to all customers also notes processing will take 1-business days This customer ordered her items on 8/18/at 6:39PM EST which is past the time UPS picks up from our warehouse.This customers order did ship out the next day Friday, 8/19/via UPS Next Day Air UPS only delivers Next Day Air packages on business days and this customers package was delivered on Monday 8/22/ We do see this customer has returned both items and has been credited back minus the $per each item We are unable to credit back the shipping charge since they were delivered within the correct time frame