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 # ***
Regards,
*** ***
I have received two e-mails from the business following my complaint,The 1st (time stamped Mon 1/1, 9:PM) indicates that they will reach out to *** on my behalf to find out why the package has not reached meCopied and pasted below---------------------------------------------------------------------------...⇄ ***, Thank you for shopping with shoes.comI have looked into your request for a status update regarding your order number: ***.I am sorry to say that it looks like your order is taking way longer to be delivered than usualI will contact *** on your behalf to find out what is happening.You will receive a follemail within the next - business days about this situation.I do apologize for any inconvenience causedThank you for shopping with shoes.comWe look forward to working with you again.Sincerely, ***Customer Service Representative***
*** --------------------------------------------------------------------------------...⇄ e-mail almost suggests that the issue is at my end and they are doing me a favor by reaching out to *** for a product that never left their storeThe second e-mails (time stamped Tue 1/2, 4:PM) states that the product is out of stock and they have arbitrarily cancelled my order from over month ago and refunded me the moneyHowever, when I check on line the shoes I purchased in Pink and in size show up as being available.***
Again I am not sure what is going on here, but this is just very very poor customer serviceI also e-mailed to ask them if they could send me the product in a different color to which they never responded.----------------------------------------------------------------------...⇄ Ali ***: We regret that due to the merchandise being out of stock, we have cancelled the following item from your shoes.com order ***: (1) *** Toddler *** *** *** Snow Boot in size/width U.SM (Infant 6) color Tropic Pink Suede As an extension of our apology and to thank you for your patience, we would like to offer you a 30% discount on your next Shoebuy.com order placed within the next daysTo take advantage of this offer, shop with us again at www.shoebuy.com and enter "CXD6-***" in the promotional code field of your shopping cart before checking outThis offer is valid on every item in your cart from participating brandsIf you have any questions, shoes.com Customer Service is available by phone or emailSimply call toll free at 1-*** or send an email to ***We hope that we can be of service to you in the future-- shoes.com Customer Service *** Arch Street, 16th Floor, Boston, MA *** *** *** *** *** *** ***

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.
Regards,
*** ***

Revdex.com:
I purchased four pairs of shoes through Shoebuy expecting to either love the shoes and keep them, or to exchange them for something elseThe main issue arose when I tried to utilize the exchange policy as explained on the Shoebuy website, which did not specify that each pair of shoe could only be exchanged for one other itemI spent approximately $and expected to be able to use that entire dollar amount as in exchange for other items off of the websiteThe website advertises “Free Shipping and Free Exchanges, no worries!”Prior to my purchase, I read the entire Shoebuy policy on returns and exchanges and felt comfortable with it, until I tried to use itThat is when the issues began.When I tried to exchange my four items for something else, I was only allowed to exchange one item at a time and was told I needed to pay the difference in order to actually exchange an itemThat part of the policy is not outlined on the websiteThe website advertises that exchanges are worry free, which may be the case when only exchanging one itemWhen exchanging multiple items, the website does not clearly define the process to the consumerI tried to exchange all four of my items for something else, and was told by a Shoebuy representative I would have to get four different itemsThis major piece of information is missing on the website.I would be completely satisfied if Shoebuy were to allow me to use the money I spent towards my exchangeHowever, it is unacceptable to advertise the exchange policy as easy for the customer, when in reality, it is convolutedI have never encountered a website where I had to exchange the same number of items I purchased exactlyIf this is the case, it needs to be clearly defined on the Shoebuy website, otherwise their advertisement of no worry exchanges is misleading and fraudulent.In response to being “repeatedly” told about the offer to honor the managers request of waiving an additional restocking fee, I have no record of that offer in any of the correspondence from Shoebuy via email or social media.If Shoebuy “feels certain we can find the right match for our customers” and their exchange policy is “worry free” as advertised, then I would request that Shoebuy would allow me to use the money I spent in exchange for any of the items they are selling on their website so I am able to find the right match for me.Sincerely,*** ***Complaint # ***

We would like
to thank the customer for reaching out to us and sincerely apologize for this
errorThe
customer is correct that these items should have shipped out already and we
have failed to provide delivery within our promised 3-business days(Dec 18th being the 10th business day.)
The
tracking numbers on the customers order indicate that the shoes have shipped
and will be delivered on Dec 21st and Dec 24thBecause
this is past our standard 3-business days for shipping, the customer is more
than welcome to return the items for a full refundWe will not charge a
restocking fee should the customer choose to return these two items due to the
late deliveryAgain, we
sincerely apologize for the uncommon and unexpected delay in the customers
order

I have e-mailed two return labels as requestedWe will issue a refund for both orders once our warehouse has processed the returnsWe do not charge restocking fees for incorrect items that are shipped in errorThese shoes are no longer available so unfortunately we cannot have another pair shippedWe apologize for any inconvenience

We appreciate the customer reaching out to us about this issue Our notes show that *** closed the case stating that the parcel had been delivered This can happen if *** is not able to get in touch with the customer or if the customer confirms delivery to *** over the phone If the customer was not contacted by *** then we can reopen the tracer investigation with a new phone numberIf *** is still not able to contact the customer this second time, then they will likely close the investigation again and we will not be able to reopen the investigation

We apologize to the customer for any inconvenience experiencedWe will be refunding the $shipping charge as a onetime exceptionCustomer can expect to see this refund posted on *** account ending in *** in the next 3-business daysWe apologize again for the inconvenience experienced

This was a technical error that we have never seen before and has not happened since We do apologize for the order being canceled and welcome the customer to place a new order The customer lost *** reward points in November because they were over year old and at that time per our policy all points were only good for year Our policy has recently been updated and points now expire in months (***) If this customer would of contacted us back in November of we would of been happy to work with her on the expired points however we are unable to do anything at this time This customer would need to speak with her banking institution about any exchange refunds as all our charges are in US dollars.Again we apologize to this customer for this frustrating experience, this was truly a one time technical error If the customer would like to place a new order we are happy to apply a 30% discount to the new order due to this situation

We want to assure Ms*** that no further action is required on her partThe package has been intercepted and will be returned to the supplier warehouse in *** **The UPS tracking number now reflects this change (#***.) Again, we apologize for the inconvenience caused and thank Ms*** for giving us the opportunity to make this right for her

We sincerely apologize for the experience that the customer has receivedOnce a return is processed, we ship the item back to the Manufacturer and this is why we were unable to ship the customers return back to themWe have refunded the $restocking fee so that the customer has received a
full refundOnce we have more of this item in stock, we welcome the customer to place her exchange order with the same 30% discount that she originally received

We apologize for any inconvenience. We have confirmed that the refund for this order was issued on 12/21/17. I will have someone in my billing department check again today for confirmation through the [redacted] portal.

First and foremost, we would like to sincerely apologize for our shipping mistake. After looking over this customer’s order, our records show that no P.O. box address was entered in the Shipping Information and therefore, this should not have shipped to a P.O. box.   We will be refunding that...

restocking fee immediately so that the customer will have a full refund for this returned item. Unfortunately we will not be able to re-ship the item unless the customer places a new order.   We would like to reassure the customer that this is a very uncommon error and we are confident that a new order would ship to the correct address. However, we understand if the customer does not wish to place a new order at this time.   The customer should see the remaining $6.95 refund on his statement within 5 business days. Again, we sincerely apologize for the shipping error and the delay in resolution.

We apologize again for any inconvenience experienced. A new order will need to be placed on our website if a different color of boots is being requested. Our supplier cannot ship any items without orders.

We would like to thank this customer for shopping with us and we are sorry the shoes did not work out for them.  Per our policy which can be found at [redacted] all return items must be in new condition.  We would be unable to resell these shoes and therefore...

unable to accept the shoes back.  We can certainly appreciate that this is frustrating for the customer as they do not wish to keep the shoes. We also understand this was not the resolution the customer was seeking but hope this helps.  We will credit the customer back $20.00 to their original payment method which the customer should see on their statement within 2-10 business days.  All companies have policies and standards by which we must adhere. We want to be sure that you and your 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 apologize to this customer for their frustrating experience.  We have reviewed the customers orders and unfortunately are not able to accept the item back as they are all past our 60 day return period.  We have also reviewed the customer order# [redacted] and the customer...

ordered a wide width not extra wide width or this order.  We do apologize for any mix up and we will authorize a credit of $40 back to the customer.   We ask the customer allow up to 10 business days for the credit to appear on there original payment methods statement.

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. 
I appreciate the credit to my [redacted] for the shoes I will be returning.  I have received notice that the shoes should arrive tomorrow.  So that I may return these sandals in a timely manner, could I ask you for the prepaid return label, which I may use to return the sandals?Your attention to this request is very much appreciated.
Regards,
[redacted]

We sincerely apologize for the trouble this customer has had with receiving a label. It looks like the customer is referencing an order from our Private Events website. Unfortunately there have been some problems with customers receiving labels through email for Events orders. We can also see...

in the notes that the physical label was not mailed correctly to the customers address. We would like to reassure the customer that this is not intentional and returns are usually very easy. We are very sorry for the frustration this customer has experienced. We acknowledge that the customer has decided to donate the shoes instead of return them. Because this is a Private Events order we cannot offer any discount or partial credit but if the customer changes her mind about returning, we would be happy to work with the customer to return the package. Again, we are very sorry that the customer has had trouble returning and if the customer would like to try again, we are confident that we can resolve this for her.

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. 
 Shoebuy's response was insufficient in a number of ways. The disclaimer mentioned was extremely vague and not at all obvious. Shoebuy incorrectly stated that I waited 3 days to call. In fact I called less than 24 hours after the order was placed, right after I received the confirmation and saw that it did not show the discount. I called again the next day. Shoebuy offered me the same discount they were offering the general public - pretty insulting. Be that as it may, I repeatedly stated that if Shoebuy would not honor the advertised discount, I would like a full refund. They failed to address this request in their response, and their website says that they only offer credits, not refunds. I want a full refund, not an illusory discount. I maintain that this was a bait and switch. I conversation I had with a Shoebuy employee just today confirmed my suspicion that I was hardly the only person who had issues with this [redacted] promotion. I maintain that this is no way to treat customers. Between my husband and myself, we have purchased over a dozen pair of shoes from Shoebuy. Needless to say, we will not be purchasing any more. Thank you.
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. 
 
Regards,
[redacted] How can you claim they have been worn take a look at the pictures.

We believe this complaint may have been sent at a delay. This message was received by our Special Solutions department and was resolved on 11/20/15. This customer is being fully refunded for the item that she was not able to return and does not need to return that item to us. The cust should...

expect to see that refund on her account within 5 business days. We sincerely apologize again for the trouble that the customer has had with this order. If this issue is not resolved as we believe, we encourage to the customer to send new information so that we can look into this further.