Shoes.com

We would like to thank this customer for shopping with us and we appreciate their feedback about the return policy.  Our policy now 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 policy to make sure customers would know in advance. Our homepage says “free shipping + free exchanges” and the entire policy was announced and 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.

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 experienced. Regrettably, multiple people have reviewed the images of the boots returned and we will not be able to refund the customer for this return since it was not returned in the original shoe box. We need this box to have the boots shipped...

back to the supplier so they can be resold. We apologize again for the inconvenience.

We would like to apologize to this customer for the delay in their credit.  We were in the process of moving offices and certain departments did fall  behind during the move.  We have checked and this customer was credit back the full amount of $39.99 on 7/18/2017.  Again we are...

very sorry for the delay and would like to offer the customer this 30% off code good on their next order.  The code is [redacted].

We are sorry this customer feels the shoes are defective.  We have reviewed the images taken of his shoes when received at our warehouse and can confirm the damage he is saying is from a defect is definitely from wear and tear.  We have already credited the customer back $40 toward the...

shoes since we could not accept them back.  We have attached photos showing the highly worn shoes.

We are sorry to hear this information from the customer.  Per [redacted] tracking # [redacted] the packaged did ship out from Ontario, CA on 12/18, we first requested the package be returned to sender on 12/20.  Once the package arrived on 12/27 in Miami [redacted] then returned the package.  This customer was credited back in full on December 20th, 2016.  Again we are sorry the customer does not feel they received excellent service, however, we have reviewed all contact between the customer and our customer service department and did not find any incorrect information ever given to 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. 
 Shoebuy is a company that does not have superior customer service. Their response does nothing to resolve the issue. A gift card was used for the initial purchase and that gift card was thrown away. It only takes a little common sense to remedy this issue without issuing a refund on a gift card that can never be used again. My resolution is to sell the boots myself and never use Shoebuy again. I will also alert my friends and family of Shoebuy's unwavering adherence to a policy. [redacted] would never treat a customer this way.
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]

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. 
 Whatever was on the heels is no longer there, and again not sure where it came from since I never wore them. The crease in the left boot is a result of just trying it on and a result of the type of leather the boots are made of. Essentially they are saying don;t even try them on since once you try them on they are considered worn.
Regards,
[redacted]

We would like to assure this customer the shoes in the pictures are the ones we received back from her.  When a return is processed and items appear to be worn our warehouse immediately takes photos of the items so there is no way one item can be mistaken for another item.  We gladly accept back many items daily that meet the guidelines of our policy, however, we could not accept this customers shoes back due to them appearing to be worn.  Our policy for all return items can be found 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].
 This message is regarding complaint ID #[redacted]. I received a response from ShoeBuy via the Revdex.com on 05/27/17. I uploaded an attachment that included the receipts to include: the transaction date, shipping date, etc., but submitted it before entering my response. The attached receipts show that the order was placed on 04/29/17 & I also received a shipping confirmation email, dated 04/29/17, indicating that the order was "on it's way." In this instance, the companies statement that they don't process claims on Sunday's seems to be in question. If claims aren't processed on Sunday, how do they explain the shipping confirmation email I received on April 29, 2017?! Again, I'm asking only to have the extra $10.00 for shipping refunded. The company response was less than satisfactory! My hope is this message can be added to my complaint
Regards,
[redacted]

I ordered an pair of shoes as size exchange and requested the price adjustment with previous order at least three times. However, they did not adjust the price at all. I have already returned the previous order and got the refund. But the second order was still showing the full price. Their website stated that they provide free exchange and I expect a price adjustment for my size exchange order. Or I would like to return the order and equest a full refund. price adjustment and refund the difference

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 would have gladly exchanged the item for the correct size, but it was not available.  The size 9  ordered was too small even though I wear a size 8.5.  I would love to get the moccasin in a size 9.5.]
Regards,
[redacted]

We are very sorry to hear about this customer’s disappointment in her product and our policies. We would like to reassure the customer that this shoe is not listed in nor advertised in Women’s U.S sizing. This shoe comes in Australian sizes and on the shoe page below the sizes we list “This item...

does not follow standard US sizing. See size chart for proper fit.” And provide a size chart so that our customers can choose the size they need. This customer ordered a size 6.5 Australian size. This is equal to a 7.5 in U.S. Men’s sizes and 9.5 in U.S. Women’s sizes. Our system is also showing that the customer had ordered a size 8 in the same shoe 2 weeks prior to this order. This item was returned with the note from the customer being “apparently a size 8 is a womans size 11.” We are usually happy to help the customer with a return or free exchange in this situation. However, this order was placed on April 24th, 2016 and did not alert us of the issue until July 4th, 2016. At that time our 60 day return policy had already passed and we were no longer able to accept the shoes back. Again, we sincerely apologize for any confusion regarding sizing and that we are unable to take her shoes back after our 60 day return policy.

[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 the customer for reaching out to us
regarding this order. Our system shows that the customer printed out a return
label online on Nov 2nd. We always ask the reason for return and the
customer selected “too narrow”. There was no mention of scuff marks on the
shoe. When we...

received the shoes, there was much evidence of wear on
the shoes; including but not limited to, scuff marks. Our policy states that we
cannot accept back work merchandise so the shoes were sent back to the
customer. It was only then that we received a call from the customer
stating that the shoes had scuff marks before she wore them. We did open an
image review to go over the pictures that our warehouse took, and again
concluded that the shoes showed more signs of wear then just scuff marks, and
we could not accept them back. We sincerely apologize for any disappointment in our return
policies.

Our response below still stands. Customer placed this order on her own and chose the shipping address where the boots were to be shipped to. Customer received an order confirmation when the order was placed. This should have been checked to make sure that the order details were correct. We are not liable for mistakes that are made at the time of ordering. We apologize for any inconvenience.

We regret hearing that this customer has had a difficult or trying experience with us. When the customer called to change the order, we had already transmitted the order to the manufacturer and could not guarantee a change. Our system shows that we did contact the supplier to try to change the...

address on the order, but they were unable to make that change. Unfortunately, in this case, we are not usually able to do anything.   However, in this case I am showing that a Supervisor has approved a full refund as a one-time exception courtesy. The customer should see a full refund in their [redacted] account within 5 business days.

We never charged for the replacement shoes that never shipped. All there is on customers method of payment for the replacement shoes that were canceled today are preauthorizations or holds that are removed by the financial institution within 3-5 business days after the order has been placed. We will issue a refund for the return once the warehouse has processed the return.

We apologize to the customer for any confusion regarding our return policy. We do charge a $6.95 restocking fee for all returns as it states on our website under returns. This restocking fee is waived if customers place an exchange order for anything on the website within 10 days after their refund...

has been issued. The exchange can be for anything on the website, it does not have to be for the same item. We did refund for the sales tax that the customer paid when the warehouse processed the return and this was refunded back to the customers [redacted] account as well.