Shoes.com

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.

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.

We would like to thank the customer for shopping with ShoeBuy
and for reaching out to us. Any time we are alerted about a defect in a shoe, we allow
the customer to return the shoe and we conduct a defect investigation on the
shoe. After reviewing the shoes that the customer sent back, we were...

unable to
find the defect that the customer has mentioned or any defect at all. We were
also unable to see any defect in the pictures that the customer sent to us. Because our thorough investigation did not turn up any
defect or damage with the shoe, the return was processed as a normal return and the customer
was charged a $6.95 restocking fee in accordance with our return policy. We still offer 100% free exchanges so if the customer would
like to place a new order for any other item on our website, we would be happy
to waive the restocking fee. We sincerely apologize for any disappointment the customer
has in our return policy.

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 apologize for any confusion with this customers orders.  We are showing order [redacted] for the [redacted] shoes was shipped out and delivered on 5/22/2017.  We unfortunately have no record of order # [redacted] being shipped out and are looking into this order....

 Now however after reading the customers complaint we are trying to determine if the customer did receive the [redacted] order ([redacted]) and not the [redacted] shoes.  We as the customer confirm which item is missing so we can assist with correcting the mistake.

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].
 Thank you Revdex.com for helping with my shoes.com issue. I expected a better response from them but I’m out $104. It’s too bad they do not have a good customer service. I’ll notify others not to order from them.
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 belowthe item is defective the size is off from other genuine [redacted] hats and the lining should not be visible.
Regards,
[redacted]

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. If for any reason the refund is not applied I will re-open the complaint, I have attached the files that show the time I called to speak to customer service about the address change and the time 5 hours they had to change the address for reference.
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 puzzled by Shoebuy’s statement of a firm 60 return day policy as they appear to apply it indiscriminately.  In April 2015, Shoebuy was willing to  take returns of purchases made in November of 2014.  The RMA provided specified only one pair of shoes instead of all of the items I wished to return for each order.  During the time I was waiting for an RMA to cover the rest of the shoes, my illness progressed.  Their perplexing return policies and procedures should be investigated warranting the acceptance of this return by exception.
Regards,
[redacted]

We are sorry to hear this customer has had trouble connecting with us, we would be happy to help. Our records for the exchange order, #[redacted] for the W[redacted] in Oxford Brown Bali Goat Leather, do not indicate that a return was requested nor a return label issued for...

this customer to print out. This item was shipped directly from the supplier warehouse to the customer. If return paperwork was included in the box (our suppliers are instructed not to do so) and used by the customer, than the item was sent back to the supplier warehouse, not our returns facility. The tracking number referenced by the customer does not work on [redacted].com. We kindly ask the customer to confirm the tracking number for the return package, and provide any further details as to where the package was sent. With this information we will be happy to further investigate this matter and provide a resolution. Thank you.

We would like to thank this customer for shopping with us. We also apologize for any inconvenience caused by the gifted magazine subscription. We requested cancellation of their subscription with the magazine provider.We want to assure the customer that ShoeBuy does not sell or share our customers’...

personal information with other parties.  The free magazine subscription is offered to our customers in the shopping cart. It can be declined prior to proceeding to checkout.  This customer placed the order online and did not opt-out of the offer which would have been done by clicking the orange “no thanks” button to remove the magazine from your cart and decline subscription. If a customer does not opt out only their name and address would be shared with the magazine provider. The provider does not sell or share this information.Again, we do apologize for the inconvenience and thank this customer 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].
If you look at [redacted]'s sight, nowhere does it say there is a $6.95 restocking fee PER SHOE, regardless if one orders 5 pairs at one time. As this is a new policy, they should state CLEARLY on the home page about this $6.95 charge. Not that one has to go digging in their return policy page, and then further, to find this information. Especially when this was not always their policy. Enclosed is  a copy  of their page. This is DECEPTIVE practice! 
Regards,
[redacted]

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

We apologize to the customer for any inconvenience. Our warehouse is a bit delayed with returns due to the heavy holiday return volume that we have received. We did issue a refund for this return on 1/26/18 to the [redacted] account ending in [redacted]. Customer will see this refund posted on this method of...

payment in the next 3-5 business days. We apologize again for the delay and for the inconvenience.

This item is not available in half sizes.  If the customer would like to order a size 10 we will be happy to consider this an exchange and credit the customer back the restocking fee.

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].. 
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. This has dragged on fpr a month . Want full refund no restocking fee and price to mail if I have to mail back on my own]
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].Here is the email I received from your company before I saw this:[email protected] Today at 12:34 PMTo[redacted]@[redacted].COMMessage bodyHi [redacted],Good news -- our warehouse received your returned item for Order # [redacted].- We’re processing your refund- Credits can take an additional 2 -- 10 business days to post to your account, depending on your credit cardRefund Summary:- $145.95 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]) 1999-2016 Shoebuy.com, Inc. a 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, [redacted]'s, condescending behavior was not addressed.[redacted]
Regards,
[redacted]

Again we are sorry about this situation however we are unable to credit this customer the restocking fees.  Our policy is on our MOBILE site and can be accessed either by clicking on customer service at the bottom of the page or by clicking "see details" on the top of the screen next to where it say Free Shipping Free Exchanges.  We have included a cell phone screenshot showing the policy is on our mobile site.We have reviewed this customers order and see she has spoken to multiple people within our customer service department including supervisors.  This customers email was replied to by one of our customer service managers on March 13th .  We want every customer experience to be a great one and we will review all calls this customer had with our representatives to make sure they were all handled correctly.

This order has shipped and is scheduled to be delivered on Friday, 12/8/17. The [redacted] tracking number for the package is [redacted]. The customer may return the shoes back to us for a refund back to his method of payment if they are no longer needed. We apologize again the for the very rare delay with your order.