Shoes.com

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]

The seller has stated that their new [and non-advertised] return policy focuses on free exchanges because they are certain to find the right match for all customers. That is not the case. Even though I searched their entire inventory, I could not find a similar or different item to my satisfaction. Therefore, having failed to live up to their commitment, this claim is false.The seller also claims that they updated their website return policy on 7/16/15. This may be the case, however there was no official notice sent to their previous (return) customers who were used to conducting business as usual and were not aware of the new restocking fee policy now deeply buried in the fine details. The presumption of a return customer expecting there would be no restocking fee is a reasonable expectation of which the seller has taken full advantage. This undermining action blindsides those returning customers who were never notified of the change.Hereby, the seller is guilty of a form of ‘bait-and-switch’ tactics that should be brought to the state attorney’s office and/or consumer protection for investigation of fraud. Expecting a simple apology to suffice, exemplifies a dubious business conduct.I expect my original claim to be accepted before future actions are elevated.
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 am satisfied with the outcome, however I still stand by all of my statements regarding the condition of the shoes.  It is a shame that so much time and energy was expelled to come to this decision.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We apologize for the customer not receiving the exchange order.  We have processed a credit back for the restocking fee.  We ask the customer allow 2-10 days for the credit to appear on their statement.

We sincerely apologize for the customer’s disappointment with our return policy. We did receive the order but never received a confirmation request. We are unable to find any record that we acknowledged receipt of that email or the email itself. If the customer responded to the confirmation email...

that comes from [email protected] then that would explain why we never received the email in our customer service email at [email protected]. We normally advise customers to call for time sensitive issues but even by the time the customer wanted to cancel, it was too late for us to be able to guarantee a cancellation. We would have been happy to contact the supplier and try to cancel the order but we would not have been able to promise it. If the only issue was with the price, we would have also been more than happy to process a price match as part of our price match policy. Because we never received a cancellation request, the items shipped normally and are subject to our standard return policy which include a $6.95 restocking fee. We do not advertise free returns anywhere on our website and we do not believe this constitutes a “bait and switch”. We do advertise free shipping and free exchanges which still stands. The customer is welcome to exchange the items for any of our 130,000+ items on our website and the restocking fee for return will be refunded. We sincerely apologize again that the customer has been frustrated with our policies. We would be more than happy to help the customer process an 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].  When I log into my account on shoes.com, it says return request received and then when you click on “track shipment” it says that it was received on 12/18 at 11:33 am and received by [redacted]. The [redacted] tracking number was [redacted] (although you can find this information by looking at my order id [redacted] and clicking on the last item number in question. In the event that you can not pull up this information I have attached a screen shot of the [redacted] proof of delivery. So the company has in fact received the shoes and received them 10 days ago.
 
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]

Apologize to customer for any inconvenience experienced. Since this order was placed through [redacted].com and our contact with them asks for customers to contact [redacted].com customer service directly with any issues, we are going to ask the customer to forward this complaint to [redacted].com for...

review and someone from their website will contact us to come to a resolution to this issue. We apologize again for any inconvenience caused.

We apologize to the customer for any  inconvenience. Since we do offer over 1,000 different brands and over 1,000 different styles, it is very hard to post which brands and styles do not participate in promotions. On our banner on the website, there is a highlighted item which says "More info"....

If you click on that, it does state that promos are applicable to participating brands only and this is the same for all promotions that are e-mailed to the customer. The customer may use code [redacted] to have $30.00 refunded on an order on our website. This code is valid for 10 days and is applicable to all items on our website. We apologize again for the inconvenience.

We would like to thank this customer for shopping with us and we appreciate their feedback about the return policy.  Our homepage says “free shipping + free exchanges” and the entire policy was announced and listed under the Returns section of our Help page.  We do see this customer...

contacted us by telephone and email and was sent a pre paid [redacted] return label with tracking number [redacted].  This packaged is scheduled to be delivered to our warehouse on 2/28/07.  We ask the customer allow 2-3 business days for the return to be processed.  We will credit the customer back minus the $6.95 restocking fee. If the customer would still like to exchange the item we would be happy to help them find a new item to try.

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]

Again, we sincerely apologize for any disappointment. We would like to assure the customer that we are very thorough when faced with rejecting a return and these decisions are always made with great care.

We sincerely apologize that the customer received the incorrect item and for any confusion regarding our exchange process.   When we process an exchange, we always refund for the item that is returned and then recharge for the new item.   On Feb 24th, we refunded the customer in full for...

the incorrect item and then tried to recharge for the new item. The card was rejected do the new order did not go through.   When we tried to place the new order for the customer, it is possible that this resulted in a pending charge or a hold from her bank.   We would advise allowing a full 5 business days for any pending charges to drop off.   We would also like to reassure the customer that any hang ups were not intentional. We had been experiencing minor technical difficulties today which may have resulted in the call being disconnected and we sincerely apologize for this.   At this time, the customer has been refunded in full and has not been charged anything. The customer’s bank account should accurately reflect this after 5 full business days.  If the customer would still like the new item, a new order will need to be placed by the 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]. Please add your rejection comments below. 
My Order #[redacted]? The item should be "Marmot PreCip Jacket (Men's) Size:XSBut you sent me a "boys windridge"size:xl ,only 6-7 years old boys' clothing.Totally wrong item was shipped.I ask for refund the $24.97 that I was paid.I am a foreign students in United states. But Now I am in my hometown during holidays?So sending back with a free pre-paid [redacted] for return is impossible because I have to use international [redacted].Would you please suggest another Solution to solve the problem?However,the seller didn't even apologize for their fault?They just only asked me to sent the item back?I doubt the seller deliberately shipped the wrong item?Because the boys clothing they sent to me is much cheaper than the marmot jacket in my order.Since the seller have no sincerity to solve the problem,I ask refund all the $24.97.I ask for refund the $24.97 that I was paid.I am a foreign students in United states. But Now I am in my hometown during holidays?So sending back with a free pre-paid [redacted] for return is impossible because I have to use international [redacted].Would you please suggest another Solution to solve the problem?However,the seller didn't even apologize for their fault?They just only asked me to sent the item back?I doubt the seller  deliberately shipped the wrong item?Because  the boys clothing they sent to me is much cheaper than the marmot jacket in my order.Since the seller have no sincerity to solve the problem,I ask refund all the $24.97.]
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. 
The company charged me a restocking fee and they are still advertising the product as available for purchase in a size 12.
Regards,
[redacted]

We would like to thank the customer for shopping with us and apologize for the frustrating experience they have had.  When an order is placed we transmit the order to our warehouse's.  We are unable to cancel orders once they are sent to the warehouse and must contact them to request the...

cancel.  We were unable to cancel this order before it shipped.  This customer has spoken to a supervisor on 1/27/17 and agreed to having 2 of the 3 restocking fees waived once the items are received back.

We would like to thank this customer for shopping with us and we apologize for this frustrating experience.  We are also sorry this customer was given incorrect information at the beginning of the call about the restocking fees as we are not able to waive fees unless exchanges are done. ...

The representative this customer spoke to is new and when the representative spoke to a supervisor she was advised we could not waive the fees. Our return/exchange policy which went into effect on August 1, 2015 enables our customers to choose from any items in our inventory until we find an item they will love – more than a million items – whether that’s a different shoe or perhaps a bag or coat. In the event a customer prefers 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 their order was made carefully and in accordance with our guidelines. We have multiple call centers and our representatives are able to communicate with team leads and supervisors at their location and at other locations via an online chat program.  We have more customer service representative then we do team leads and supervisors so many times they will be working with multiple representatives at the same time and are unable to take phone calls.  This is why when the customer asked to speak to a supervisor the representative told the customer one was not available at that time. We have emailed the prepaid [redacted] return labels to the customer and have requested their email be removed from our mailing list.  We would like to advise this customer it can take up to 10 days for this removal to be processed.  We understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause. Should this customer opt to exchange for any item on our site, we’re happy to help them find new styles or items to try.

Better...

Business Bureau:
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 the customer for their purchase with
us. We have looked into this order and reviewed the item for any
manufacturing defects. This item was not defective. Our notes show that the
customer was disappointed with the quality. This is not considered a defect but
we still...

accepted back the item for return. Our return policy states that exchanges are free but returns
are subject to a $6.95 restocking fee. We issued the customer a full refund
minus the $6.95 restocking fee in accordance with our return policy. If the customer would like to place an exchange order for
any of the over 130,000 items on our website, we would be happy to count that
as an exchange and refund the $6.95 restocking fee. We sincerely apologize that the customer was disappointed in
the product they receive and in our return policy.

Then I want a prepaid shipping label to return the one pair they sent, since I cannot use them. As I specified, I need TWO matching pair of slippers, as I have twins. I also find it funny they suddenly can't supply the item, when it is still on their website, and this statement came only after I asked for a refund. This entire incident has been COMPLETELY UNACCEPTABLE. I told them WEEKS ago they needed to get the second pair to me BEFORE they claimed they were sold out, yet they dragged their feet and gave me the runaround until I involved the Revdex.com, and now they are STILL not providing a reasonable solution. Is there another style of boys slipper in the size I need that they CAN send two of?!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]