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]. Please add your rejection comments below. 
[Again the heels are totally clean and there is a crease in one boot that was tried on.   There are no scuffs on the soles.   
Regards,
[redacted]

Revdex.com:
I have reviewed the respondent's reply. They satisfy my issues and/or concerns in reference to complaint #[redacted]. My complaint is now closed as resolved. Thank you all.
Regards,
[redacted]

Hello – We would like to thank [redacted] for her purchase and apologize for the difficult experience she has had completing her return. We have been experiencing a higher that usual call volume, resulting in greater hold times, and we regret that [redacted] was one of our affected customers....

Using the email address [redacted] submitted on this claim, [redacted] we located two unreturned orders: [redacted] placed May 6, 2015 for the [redacted] for $71.16; and [redacted] placed May 29, 2015 for the [redacted]or $62.27. We kindly as [redacted] to confirm these are the orders she would like to return and we will email her return shipping labels. [redacted] has shopped as a guest with us when placing the above referenced orders. Her ShoeFan account under [redacted] was created on June 16, 2015. Orders placed prior to creating an account cannot be retroactively added to the account. We apologize for this inconvenience. For your reference, returns can be completed without at account by following these steps: [redacted] With regard to emails from ShoeBuy, customers who checkout as a guest will receive email communication from us about their orders. Additionally, customers can sign up for our promotional emails without having a ShoeFan account. Again, we ask [redacted] confirm the order(s) she would like to return and we will issue her return labels. We look forward to providing [redacted] with a swift resolution.

The shoes were not worn and the box was certainly not damaged. 
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 receive the refund in 5 days, but I think there might have been an issue with the credit card I used.  That card had to be canceled because in mid-Dec the number was stolen and being used in Brazil.  I need a phone call to give a new card number that the credit can be given to.  [redacted], and leave a message of where to call back to. [redacted]
Regards,
[redacted]

We sincerely apologize for any frustration that the customer has experienced. It looks like the orders did not go through due to incorrect billing information.   We did not charge for this order and it looks like the hold on the customer’s account should have been removed on Jan 14th. If...

the customer is still seeing pending charges in her account, we recommend that she contact her bank to have the funds released.

We apologize to the customer for any inconvenience. Our warehouse has been experiencing delays due to heavy holiday returns but are working very diligently to process all returns as they are received. I have e-mailed the warehouse to see if this return can be processed today. I am confident that the...

customer will be receiving an e-mail later on this evening confirming processing of this return. We apologize again for the inconvenience experienced.

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 resolution was that shoe.com will refund the amount of $59.96 back to my credit card [redacted] in 3-5 days.It has been now 11 days and shoe.com did not refund me.Could you please look further into that matter. 
Regards,
[redacted]

We apologize for the delay in crediting the customer back.  We are showing this customer was credited back $32.17 on April 26, 2017 to their [redacted] account.

This customer did connect with one of our specialist through social media yesterday September 3rd, and we hope she has found our resolution acceptable. For your reference, the return credit of $94.95 for order #[redacted] was issued on September 2, 2015. Depending on this customer's...

financial institution it can take an additional 2 - 10 business days to post to her account. The customer requested an exchange via email for a smaller size, after we issued the refund and attempted to place a new order for the smaller size we encountered an error processing payment. Unfortunately this resulted in a preauthorization hold on this customer's credit card. Our specialist removed this hold yesterday, September 3rd. We do apologize for any inconvenience this may have caused.

We sincerely apologize that the customer has not received her package.   When a customer reports a missing package and the tracking shows that it has been delivered, it is our protocol to open an investigation with [redacted].   We have opened this investigation and [redacted] has informed us that...

they will have the results by 4/18 or sooner.   Once the tracer investigation is completed, we will email the customer with the results.   We apologize that the customer is unsatisfied with this resolution. Unfortunately this is the procedure we must adhere to in situations like this.

I'm being told by [redacted] that shoebuy needs to contact [redacted] credit department and I am not able to. We are waiting on a response from shoebuy. Why does shoebuy need a tracking # that I have already provided for them, when [redacted] can and has verified to them that they received the boots. That is my money and shoebuy has not refunded it to me, they have not contacted [redacted] like they have been asked to do!  A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 would like to thank this customer for shopping with us through [redacted].  We are also sorry they were not aware of our return policy on [redacted].  All items purchased on [redacted] which are returned are subject to a $6.95 restocking fee.  This information can be found on our [redacted] page...

at [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. What you need to do is sell me the item for the advertised price you had it at. You sold it to me I waited for it and it was a Christmas gift. I got the refund and then you advertised it AGAIN AT THE SAME PRICE FOR  33.95 AND SO I BOUGHT IT AGAIN AND YOU XCELLED THAT ORDER TOO. THE EXCUSE GIVEN EVENTUALLY AFTER SEVERAL AUTOMATIC EMAIL REPONSES NOT ADDRESSING THE ISSUE YOU SAID IT WAS OUT OF STOCK ....HOW COULD IT BE OUT OF STOCK WHEN IT IS ON YOUR WEB SITE...AND YOU KEPT PUTTING ON [redacted] TOO?  AFTER I BOUGHT IT THE SECOND TIME THERE WAS ANOTHER ONE LISTED FOR 128.95 AND THEN IT GOT REDUCED TO 35.95. THE ISSUE IS YOU ADVERTISED THIS ITEM AT 33.95 AND I BOUGHT IT TWICE AND YOU XCELLED MY ORDER AND YOU STILL HAVE IT IN STOCK. THE MESSAGE SAID IT WAS OUT OF STOCK THIS IS NOT TRUE I SEE IT ON YOUR REGULAR WEB SITE AND YOU HAD TWO LIST ON [redacted]. SO THIS IS FALSE ADVERTISING.  YOU NEED TO SELL ME THE ITEM OF THE PRICE YOU ADVERTISED IT FOR...AND YOU ARE SUPPOSED TO HAVE A PRICE 100 % GUARANTEE LOL IF I FOUND IT ELES WHERE FOR A LOWER PRICE...WELL I FOUND IT ON YOUR [redacted] SITE FOR A LOWER PRICE THEN YOUR REGULAR SITE. YOU NEED TO MAKE GOOD AND SEND ME THE TOTE. I HAVE SENT YOU ALL THE SCREEN SHOTS OF THE TRANSACTION...SOME WHERE YOU HAVE MESSED UP NOT ME AND YOU NEED TO HONOR THE SALE YOU NEED TO SELL IT FOR THE PRICE ADVERTISED TO ME THAT I PURCHASED IT TWICE!!!! SEEMS SIMPLE TO ME.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]

We would like to thank this customer for shopping with us and apologize for this frustrating situation.  We have reviewed the customers order and see there were two items which shipped separately  to the customers old address.  The [redacted] were returned to the warehouse as...

the person at the address refused the delivery.  We are in the process of crediting the customer back 59.95 for this item and ask the customer allow 3-5 business days for this to be completed.  The second item on the customers order which are the [redacted] do show they were left at the front door of the customers address.  When [redacted] shows they have delivered an item we must allow them to investigate the missing item.  [redacted] does ask for up to 10 business days to complete their investigation.  Once we have the results of this investigation we will inform the customer.

I apologize for any confusion regarding the refund. We did receive the return on Jan 12th which means that the 5th business day would have been Jan 20th. The weekend and Martin Luther King Day are not considered business days. I am showing that we have tried to refund this order twice but [redacted]...

is preventing it due to a complaint existing on the case. We recommend that the customer contact us again after the complaint is completed or removed so that we can try to issue the refund again.

This is the second complaint from this customer for the same issue.  Complaint # [redacted] was filed on 12/29/2016 by [redacted] .We have replied to this customers complaint and on 1/24/17 received a message from Revdex.com stating :This matter will appear in your Revdex.com Business Review as: “Answered -...

the business addressed the issues within the complaint, but the consumer remains dissatisfied.”  Below are are responses to this customers complaint:This message originally read on 1/6/2017We are sorry for the frustrating experience the customer has had.  Unfortunately items do need to be returned in their original shoe boxes or we cannot accept them back.  We actually reached out to the warehouse where these items shipped from and they did confirm they were shipped in shoe boxes.  The customer never informed us that the did not receive the shoes without shoe boxes when they initiated the return.  Since we were unable to accept the shoes back we offered a total of $20 to the customer which they accepted and was credited back to them on 12/29/2016.  The customer would need to open a damage claim with [redacted] so they can investigate further and see if they repackaged the items for the customer due to the boxes being damaged.  Again we do apologize for this situation however per our policy ( [redacted] ) we must receive items in there original boxes.This message originally read on 1/13/2017This customer spoke to a manger on 12/29/16 and agreed to a total of $20 credit for both items which we credited back to their credit card.  We sent the shoes back to the customer who then refused the package.  We are unable to credit back more then the amount already credited back.  The customer was aware the items would be sent back to them when the agreed to the $20 credit on 12/29/16.We continue to stand by the decision of our customer service management team.  The customer agreed to the total of $20 back for the items we could not accept back.

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 have not received the credit for money charged me for an exchange of shoes. I was told I would receive it, but it has not come in about 10 days. 
Regards,
[redacted]

Please apologize again to the customer for any inconvenience. We are having trouble refunding the customer for this order because he has two methods of payment on file for this transaction. With customers permission, we can charge the customers [redacted] account ending in [redacted] for this order and then refund the [redacted] account on file. We apologize for any inconvenience and confusion.

We would like to apologize to this customer for not being able to accept the shoes back.  When an item is not accepted back our warehouse documents the reason with multiple pictures.  These images have been reviewed and they show dirt on the soles and the heels of the shoes are scuffed ....

 This means we would not be able to resell the shoes as new and cannot accept the shoes back.  Per our policy return items must be in new condition.  Our policy can be read at https://www.shoes.com/info/returns#policy.