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 # [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]

This business is unwilling to refund their restocking fee, which I was unaware of when placing the order. Therefore this complaint will remain unresolved unless and until they are willing to refund the $13.90 restocking fee.[redacted]

We would like to thank this customer for shopping with us and we appreciate their feedback about the return policy.  Our policy focuses on free exchanges because we’re certain we can find the right match for our customers – whether that’s a different size, color or completely different item...

altogether. On July 16th, 2015 our site was updated to show the new policy to make sure customers would know in advance. Our homepage says “free shipping + free exchanges” and the entire policy is listed under the Returns section of our Help page.  As we understand that for some customers, this option might not be a fit for them, we’ve also worked to make returns as easy as possible – though if no item is being exchanged then there would be restocking fee. In accordance with our guidelines we are unable to waive any restocking fees. We understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause. Should they opt to exchange, we’re happy to help them find new styles or items to try.

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 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.

We sincerely apologize for the experience that the customer has had with this order. Our records showed that the package was delivered on 06/23/2016. On 6/25/16, We received a phone call from the customer stating that the package was not received and we opened an investigation with [redacted] to look into...

the situation.   [redacted] investigations can take up to 10 business days to be completed. The first investigation was closed because [redacted] had not been able to reach the customer after multiple attempts.   We reopened the investigation once the customer contacted us again and confirmed that her contact details were correct, and again, the investigation can take up to 10 business days to be completed.   Our records show that a full refund was issued back to the customer today even though the 2nd investigation has not been completed. The customer should see that refund on her account within 5 business days.   We will continue the investigation but the customer does not need to provide any more information as the refund has already been issued.

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].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]

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.

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 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. I would like to add that I had not contacted you the company would still be playing games.
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.

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]

I understand that you need to tow the company line about the return policy. Unless 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 experience. That is why I shopped your site again. The 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 fee. You 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 confirmations. I stand by my request for a $14.00 refund.  I also stand by my request that you be upfront about your $6.95 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]

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]

Please apologize to customer for any inconvenience. We will be refunding the customer for this return as a onetime exception to our return policy. This refund for $59.96 will be posted on customers method of payment in the next 3-5 business days. We apologize again for any inconvenience.

We
sincerely apologize for any misinformation that this customer may have
received. We do
honor discounts on exchanges and exchanges are 100% free. It looks
like the customer has spoken to a Supervisor who explained that a new order
will need to be placed. Once that new order is placed, we can...

manually apply
the discount and waive the restocking fee. Any
customer service rep should be able to help with that exchange.

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]

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.

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.