Shoes.com

We would like to thank the customer for reaching out to us and giving us the chance to correct this issue. The customer ordered this Package on October 2nd and the tracking shows that [redacted] attempted to deliver it on Oct 13th. Due to an address error [redacted] was unable to deliver the package and...

there are no further [redacted] notes until October 26th. ShoeBuy was contacted by the customer on October 26th and informed that the package had not been delivered. We opened an investigation with [redacted] and by November 9th [redacted] had found the package, corrected the address, and attempted to deliver. Because the customer refused the delivery, the package was returned to the sender. Normally in this case, we would charge a restocking fee, however because the customer did not receive the package within 10 business days, she should not have been charged a restocking fee. We sincerely apologize that the customer was charged this restocking fee. We have just corrected this now and the customer should see a refund for the $6.95 restocking fee within 5 business days. We hope the customer will consider shopping with us again in the future as this is not a common problem we face.

I was robbed and will not stop until I am refunded my money. I plan on contacting the media, maybe they can help. At least I am letting you know upfront which is more then you did!
Regards,
[redacted]

We would again like to thank the customer for shopping with us.  The original item they are returning (order # [redacted]) has not been received back at our warehouse yet. We emailed the customer a [redacted] pre-paid label on December 17, 2015 with tracking # [redacted].  When we look up this tracking number  on the [redacted] website there has been no movement to date.  We must receive the original item back before we can apply the discount to the new/exchange order # [redacted].We will be happy to apply the promotional discount to the new order as soon as we receive the original item back.  We ask the customer to contact our customer service department if they have any questions about getting the shoes back to us.  We look forward to working with this customer again soon.

We are very sorry for the experience this customer has had.   It is not common for this error to happen. Normally when a customer pays for expedited shipping, they receive the item in the promised amount of business days. Because of this error, and the package arriving on the 5th business day...

instead of the 2nd business day, we are working with the customer to issue a full refund, including the shipping costs and waiving the usual restocking fees. Unfortunately we do not have a way to place a new order for a customer or change the shipping once [redacted] has the package. The only thing we can offer in this case is a full refund.   Again, we sincerely apologize that the customer was not satisfied with this resolution. If the customer chooses to place a new order with us, we are sure that this would not happen 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 # [redacted].  
 I ordered and paid for two pair of women's shoes. 69.97 each for a total of $139.94. They never sent me the shoes, instead sent ONE pair of men's shoes which I returned. I called and they told me that I had to re order the two pair of shoes if I wanted them. I told them they have my money, they have my order, just send the shoes. They refused and told me that I would have to re order and pay $139.94 AGAIN in order to receive the shoes. They said they would refund the money for the first order. This did not make sense to me, but I did it. They refunded me only $69. 97, the price of one pair of shoes, not two. To date I have received one pair of shoes. The second pair are supposed to be on their way, but they still owe me for one pair of shoes. Figure it out,: I had to order and pay for 4 pair of shoes. They are sending me 2 pair of shoes, and refunding only $69.97 instead of the $139.94 that I was forced to pay. I will hopefully get two pair of shoes, which should have cost $139.94. Instead they cost me double - $279.88. They refunded me $69.97 for two pair of shoes that I paid for instead of $139.94. They still owe me $69.97. I hope someone can convince them to refund the money for a pair of shoes.
Regards,
[redacted]

Shoes rubbing on the side of anckles is not considered a defect however if something inside the shoe is causing the rubbing we would examine them for a defect.  As we stated before if the customer feels the boots are defective we ask they contact our customer service department for the address to return the boots for a defective review.  Once received our team will examine the boots to see if the abrasion is caused by an actual defect in the boot.  If the boots are determined to be defective we will credit the customer back at that time.

We would like to apologize to this customer for the frustrating experience.The customer was credited back on 1/28/16 via [redacted] Resolution Center claim # [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].  
Sorry, wrote [redacted] in error. Yes, their policy is in bold on their home page. No bad ratings or reviews.One only has to go online to see the thousands of complaints against Shoebuy; their policy, their customer service, their attitude. I might not be able to do anything about it, but this is absolutely DECEITFUL business practice. Will be writing in to Consumer Affairs. ShoeBuy is stealing my money. That's the bottom line. 
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 am not the only person who has commented about not knowing about the 'Restocking" fee.  Check out "CONSUMER AFFAIRS" web site.I still strongly believe that you have misleading advertising.  At the top of each of your web pages you should state:  "FREE SHIPPING" "FREE EXCHANGES ("We charge $6.95 restocking fee for each pair of shoes that are returned, without an exchange".  I will never recommend or buy shoes from you again...VERY MISLEADING ADVERTISING!!!    I will never recommend you or buy shoes from you again!!!  VERY MISLEADING ADVERTISING!!! 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. I did not send the shoes back in a brown box.  The shoes were returned in the original shoe box which was purple.  Now between me taking the shoes to have then ship off by [redacted] that is out of my control if the changed the box.  Now if they were the ones to change the box that is between them and [redacted] not me  the customer.  I still have the tracking receipt that I received from [redacted] the day that I sent the shoes back to the company.   The [redacted] information is as follows.  Tracking: #[redacted] location: [redacted]Device ID: [redacted]Employee: [redacted]Date: August 29, 2015 11:16:14 AM
Regards,
[redacted]

We will issue a refund once our warehouse has processed the return. Customer can expect to be in receipt of this refund 3-5 business days after it has been issued.

We want to thank this customer for shopping with us and are sorry for this situation.  Our policy states when an item is returned we must have the shoes returned with their original undamaged shoe box to be able to accept a return, even if the shoes are still in a new condition.  We are...

unable to reuse a damaged shoe box which means we could not resell the boots as new to another customer so they would indeed be ineligible for return. Management in our customer service department has reviewed this customers order including the pictures our warehouse supplied of the damaged box and they have decided to accept this customers return.  They believe the damage to the box is not significant and could of been caused when the item was shipped to the customer.  This customer will receive another [redacted] pre-paid return label within 24 hours.  We ask the customer ships the package back and once received at our warehouse we will process the return within 2-3 business days.  We will credit the customer back minus the $6.95 restocking fee and ask they allow up to 10 additional business days to see the credit applied to their original payment methods statement.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]. Please add your rejection comments below. 
 
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]

We would like to thank the customer for shopping with us and are sorry for the delay in processing the customers credit back.  When a customer returns an item we provide a prepaid [redacted] label to the customer.  This makes sure the item is returned to the correct warehouse for processing....

 When an item is refused and returned to sender it goes back to the warehouse it was sent from.  On this order that was one of the manufactures warehouse's who were not anticipating the package to be returned.  We did contact the manufacture and verified they received the item back an have credited the customer $52.95 minus the $6.95 restocking fee charged on all returned items.  This credit was done on August 15, 2016.  Again we apologize for this delay.

Please apologize to customer for any inconvenience experienced and for the late reply to this complaint. We issued a refund for the order in question yesterday, 9/28/17, to the [redacted] account ending in [redacted]. This credit will be posted on customers account in the next 3-5 business days. The...

8-10 business days that we quote customers for missing items is the time it takes [redacted] to investigate damage claims or missing package claims. These times are provided to us by [redacted] themselves.

We would like to thank the customer for their order and apologize for any confusion. When a customer does not receive an item for any reason, we have to conduct an investigation. During this investigation, [redacted] usually contacts the customer as well as the supplier to find the...

error. The fact that we are opening an investigation does not mean that we are claiming this is a carrier issue. This investigation is part of our policy for any time a customer does not receive their item.  We received the call from this customer on 10/10/2015. It can take up to 10 business days for an investigation to be completed. This means we should have the results of this investigation no later than the 23rd.  The investigation does not usually take the full 10 business days but this is the protocol we must adhere to in situations like this. The customer will receive an email once the investigation is complete or new information is found.  Again, we sincerely apologize for any confusion and the inconvenience of not receiving the item that was ordered.

We would like to thank this customer for shopping with us and we appreciate her feedback about the return policy.  Our homepage says “free shipping + free exchanges” and the entire policy is listed under the Returns section of our Help page. The policy went into effect on August 1, 2015, and...

all purchases made on August 1, 2015 or after are subject to our new return policy. Our policy enables our customers to choose from any items in our inventory until we find an item they’ll love – more than a million items – whether that’s a different shoe or perhaps a bag or coat. In the event they prefer not to exchange for a new item, there is a restocking fee. We want to assure this customer that our decision to not waive the restocking fees on her orders was made carefully and in accordance with our guidelines. We understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause. Should she opt to exchange, we’re happy to help her find new styles or items to try.

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. 
There are some misconstrued facts in the the depiction from the company, however, I do not wish to deal with this issue any longer. If the company will email me the return shipping label, I will retrieve the package and send it back providing they refund my purchase once the package reaches their warehouse. I need to have the shipping label emailed to me before I will consent to saying that this matter is resolved. 
Regards,
[redacted]

We would like to thank the customer for shopping with us and
for reaching out about this issue. We would like to assure the customer that anytime a customer
receives the incorrect item or a defective item, we conduct a thorough review
of the returned item. When we received the shoe back from this...

customer our
review concluded that the item was in fact the Wide Calf boot that she ordered. For this reason, her return was processed as a normal return.
All returns are processed with a $6.95 restocking fee as stated in our return
policy. We would like to remind the customer that we still offer 100%
free exchanges. If the customer would like to exchange for any of the over
130,000 items on our website, she would not have to pay the restocking fee. We sincerely apologize for any disappointment in our
policies.