Shoes.com

We would like to thank the customer for their business and we can certainly appreciate that this is a frustrating experience for them as they do not wish to keep the sandals We have reviewed the customer’s order and included pictures which show the sandals have been worn In the pictures there are scuff marks and dirt on the soles The other picture shoes the tops are dirty and signs of them being worn We would be unable to resell them as new to another customer and so they are indeed ineligible for return per our policy which can be found at http://www.shoebuy.com/info/returnsWe have also sent all pictures to the customers email address provided on the order We 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 which we must adhere to We want to be sure that this customer and all 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 # [redacted] I am not accepting this because they continue to present incorrect information and are in essence calling me a liar I wore those shoes both pairs for less than two months, to work three nights a week I sit behind a computer And the damage had nothing to do with excessive wear and tearIt is a blatant lie The soles fell off, all four of them That is not wear and tear that is defective! The adhesive was no good, they sat in somebody's warehouse for too long!! THEY were SIX years old when I got them Why doesn't anyone take responsibility for this?? As a consumer this is totally unacceptable Yes, I have talked to several CSR's there and the first lady I spoke with the beginning of October stated I would be reimbursed for my Priority mailing cost..She told me to send them this way..That was over $in itselfThis company has so many negative reviews and they were rude, not listeningI did contact [redacted] before I contacted Shoes.com [redacted] stated it was Shoes.com problem, not theirs $and $plus for shipping and I am supposed to accepted $40.00?? For two pairs of shoes that lasted less than two months PLEASE..They need to stop covering their fault in this and step up and do the right thing Regards, [redacted] ***

We would like to apologize to Ms [redacted] for the experience she has had with us thus farWe have been experiencing a higher than usual call volume this week, resulting in unusual wait times, and we regret that Ms [redacted] is one of our affected customersWe have located Ms [redacted] 's order in which she requested on our site to exchange the Women's Alegria by PG Lite Paloma Mary Jane in U.SM in Red Bloom Polyurethane for the U.SM in Red Bloom PolyurethaneWe have emailed a copy of the pre-paid return label for this order to Ms [redacted] and instructions for her returnWe would be happy to connect with Ms [redacted] via telephone, if she would likeAgain, we sincerely apologize for the inconvenience caused and thank Ms [redacted] for being a valued ShoeBuy customer

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] .Here is the email I received from your company before I saw this:[email protected] Today at 12:PMTo [redacted] @***.COMMessage bodyHi ***,Good news -- our warehouse received your returned item for Order # [redacted] .- We’re processing your refund- Credits can take an additional -- business days to post to your account, depending on your credit cardRefund Summary:- $credited to your E-Gift Certificate [redacted] - TOTAL: $145.95Questions? Just call us at [redacted] , browse our Refund FAQ (http://www.shoebuy.com/info/faq), or read our Return/Exchange Policy (http://www.shoebuy.com/info/returns)We’re sorry your order wasn’t what you expected, but we hope you’ll shop us again in the future.Best wishes,ShoeBuy--ShoeBuy Customer Servicehttp://www.shoebuy.com [redacted] ) 1999-Shoebuy.com, Inca subsidiary of IAC (Nasdaq: IAC)All Rights Reserved.This is not a return to my card, it is an E Certificate I want the money returned to my card Also, your customer service supervisor, ***'s, condescending behavior was not addressed[redacted] Regards, [redacted]

We would like to thank the customer for shopping with us and apologize for the shoe size they wanted not being in stock All orders have days to return the items so customers can wait until an item is back in stock and then exchange at that time If the item is still not in stock a customer of course is able to exchange an item for anything on our website If an item is not exchanged there is a restocking fee applied Our policy can be found at [redacted] If this customer would like to place a new order within days we will consider that order an exchange order and will credit the customer back the $restocking fee

We would like to thank this customer for their purchases with us and for reaching out to us regarding this issueWe are very sorry to hear that the customer is disappointed in our day return policyWe are not usually able to accept items back after daysThe orders that the customer has mentioned were all ordered before April 21st, This means that when the customer called us on November 1st, and spoke to a supervisor, all orders were over months oldUnfortunately this was also past the time when we would be able to make any exceptionsWe acknowledge the customers complaint about only receiving one label per order and are happy to inform the customer that this is no longer the caseAs of August 1st, we offer a return label for each item so that our customers can return and exchange things more easilyAgain, we sincerely apologize that we are not able to make an exception and accept any of the shoes the customer has mentioned as each of those items was ordered over months agoWe do hope the customer will take a look at our new and easier return policy and continue to shop with us

I understand that you need to tow the company line about the return policyUnless I shopped for shoes on your site on July 6th, when you say the the new policy was announced, I would not be aware of your new return policy As a previous customer, I had no reason second guess my past positive return experienceThat is why I shopped your site againThe return fee is clearly designed to be less than obvious If it were not, like credit cards do when there are policy changes, mailings would have gone out to past customers announcing the per item return feeYou did not do that I did click "exchange and return policy" on my order confirmation and the sell price showed up Just like many department stores show the return price on the receipt, you could easily indicate a separate return price on your order confirmationsI stand by my request for a $refund I also stand by my request that you be upfront about your $per item return fee and place it next to the "free exchange" banner If you are not hiding it, put it on your front page Regards, [redacted]

We apologize again for the inconvenienceCustomer must continue contacting [redacted] regarding this issue if she feels like shoes are returnable

We apologize to the customer for any inconvenienceOur warehouse has been experiencing delays due to heavy holiday returns but are working very diligently to process all returns as they are receivedI have e-mailed the warehouse to see if this return can be processed todayI am confident that the customer will be receiving an e-mail later on this evening confirming processing of this returnWe apologize again for the inconvenience experienced

We apologize to the customer for any inconvenienceWe are not able to refund for this order since the customer has opened up a complaint against us with [redacted] Customer will most likely be receiving a refund from [redacted] for this order

Each of Ms [redacted] ’s orders were for a total of $Unfortunately, I erred in typing the correct amount in my last response to the complaintI have attached a screen shot of the charges and refunds for your and referencePlease let me know if there is anything else I can provide you with

We would like to thank this customer for shipping with us and we do apologize for any incorrect information that was given to this customer We always try to make sure the information we have on our website or give a customer via phone or email is correct, however sometimes an error does occur It sounds as if this happened to this customers order We have received the shoes back and did a full credit back to the customer in the amount of $on 9/19/Again we are very sorry for any incorrect information and look forward to working with this customer in the future

We would like to apologize to this customer for this poor experience with ShoeBuyAs she indicated, [redacted] informed us delivery was made on 5/11/and left at the front porch The results of the first investigation came back from [redacted] that delivery was confirmed by [redacted] so the investigation was closedWhen we heard back from the customer that she did not confirm delivery, we did reopen the investigation with [redacted] with results expected on 7/17/ In lieu of this however, we have taken the liberty of refunding the customer back in full in advance of the claim by ***The customer has been credited today and will see that refund in her account in 3-business days pending her financial institution

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 ALSO request that the funds for the tan boots I ordered to be refunded as wellThey arent the correct size and I was ordering the two pairs for a sizing referenceIts the least the company could do to cover for the in convenienceI also do not feel comfortable returning them because of the return fee Regards, [redacted] ***

Please apologize to customer for any inconvenience experiencedThe customer bas called our customer service department and spoke to a supervisor who was able to resolve the customers issues

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 shoes were shipped to me in USED conditionI realize they have nothing to gain by checking to see that they were previously returned to them by another customer and that someone in their returns dept "missed" that they were worn when they checked them back inBut it would be the honest thing to attempt to doIn addition, the shoes no where near even fit me- so I could not have worn them- could not even get them onWhile trying them on I noted that the soles were worn lookingI noted this and the fact that they were too small on the return comments Regards, [redacted]

We would like to thank this customer for shopping with us and apologize for any confusion she had with the return/exchange We have listened to this customers call with our representative on January 30th at 5:18pm EST This call was approximately four minutes long During the phone call our representative explained the two ways to process and exchange The customer agreed to return the item and once received she agreed for us to process the exchange for a new size Our representative asked the customer for the size the customer would like as the exchange and the customer supplied the new size to the representative At the end of the call the representative explained again to the customer that once we receive the item back we would process the credit back and then charge the card for the exchange item The customer confirmed it was ok for us to do this At this time the customer has been credited back for the return item and any pre authorizations have been removed

The belt came in a plain cardboard box with Shoebuy's return address on it The belt itself is still covered in a plastic sleeve

We sincerely apologize for the frustration the customer has experienced due to this situationIt looks like the customer has called and emailed after filing this complaint and we have explained the order cancellationThis order was automatically cancelled by our system due to too many credit card attempts back in November of We are not sure why this happened, but the customer is welcome to place a new order at any timeWe will still honor the 25% discount that she received for any participating brands Again, we apologize that the order was cancelled and we are sure this problem would not occur again if the customer made a new order

We would like to apologize to this customer for the frustrating experience they have had trying to order a pair of shoes in size This is a technical issue that we are working to resolve now It looks as if when the customer places the order on [redacted] for a size the order is transmitted to us as a size This is the reason our customer service representatives told the customer they were showing the customer received the size ordered.We have emailed a prepaid return shipping label to this customer and once we receive the item back we will request we credit the customer back in full We are unable to send the customer a size in this item as we are not showing having that size in stock We have reviewed our website to make sure it is up to day and our website is not showing a size available at this time.Again we are very sorry for the confusion on this order If this customer would like help finding another item that we do have in stock at this time we would be more then happy to help