Shoes.com

We thank the customer for their feedback regarding ourreturn policy and thank them for giving us the chance to look into the rejectedreturn. Our return policy states that returns must be made in new orunworn condition, as that is the condition they should be received in. When thecustomer...

contacted us regarding their return, they had stated that the shoe wastoo big. During processing, we found the shoe to show signs of wear. We haveincluded pictures of the shoes to show this and we are unable to accept thereturn back due to the condition of the shoes. We want to assure this customerthat our decision to reject this return was made carefully and in accordancewith our guidelines. On July 16th, 2015 our site was updated to show the newpolicy to make sure customers would know in advance. Our homepage says “freeshipping + free exchanges” and the entire policy is listed under the Returnssection of our Help page. The new policy went into effect on August 1, 2015,and all purchases made on August 1, 2015 or after are subject to our new returnpolicy. Our policy enables our customers to choose from any items in ourinventory until we find an item they’ll love – more than 130,000 items –whether that’s a different shoe or perhaps a bag or coat. In the event theyprefer not to exchange for a new item, there is a restocking fee. We understand that this customer is disappointed with ourpolicy, 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 totry.

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 would like this inquiry closed and for it to reflect that I don't accept the response. 
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 have already escalated this to my bank who will (or already has) contacted you. It is unacceptable that you are pushing this off on the customer. I have never worked with a company that basically placed blame on the customer and did not have some sort of insurance in place to take care of an event like this. I first contacted the company on October 7 and I am still waiting for it to be resolved. Thankfully, my bank agreed with me that this was all very unacceptable and is helping me get my money back. I will never do business with shoes.com again and will warn everyone I know about their shady business practices.  Regards,
[redacted]

Again, we sincerely apologize that the customer is not satisfied with the resolution. If the customer changes her mind and would like us to try to process an exchange we would be happy to do that. Otherwise the customer would need to contact the card issuer for information about receiving a refund.

We sincerely apologize for the customer’s disappointment in our return policy. Unfortunately, what the customer has stated is correct and we cannot accept returns past 60 days. This order was placed on January 9th and is now past our return policy. We hope this experience will not deter the...

customer from purchasing with us again.

We apologize to the customer for any confusion regarding this exchange.   The customers original order was for 2 items which totaled $107.90. The customer then applied a special [redacted] promotion for $50 off $100 or more. The customer checked out using the [redacted]  program and...

paid $57.90 on his order due to the discount.   When the customer contacted us about an exchange for a different size shoe, we advised him to place the new order using the [redacted] program and to not use any promotions on his new order and we would be able to honor the same price.   The customer placed his new order but did not use the [redacted] program. We did try to apply the promotion for him but it did not work. The original promotion only works on orders placed through the [redacted] program. For this reason we are unable to honor the promotion.   We have offered for the customer to return this item and replace the order using the [redacted] program. Unfortunately we have no other way to provide this discount 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. 
Shoe buy claims they had an option to reject these magazines offer.  I never saw any such option. If it is in the checkout process it is hidden or below a button to continue.  And I had no reason to scour each page of the checkout process as their privacy policy is clear about not sharing information.  The boiler plate apology does not offer any reassurance that they have stopped all the magazine subscriptions or opted me out of the avalanche of catalogs and other junk mail both in email and snail mail.  Nor does the apology make it clear what information they did share.  Did they also give out my credit card information?   I want $30.  Not a store credit. 30 dollars.  I want to know what information they shared and to whom.  I want to see the plan action they have to opt me out of these subscriptions and other mailing lists. 
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 understand shoebuy's return policy.  However, this was a Christmas gift and most retailers have an extended exchange/return policy for the holidays.  I contacted shoebuy just after the 60 days was up to make an exchange.  I didn't care to get the money back, I simply wanted to exchange but no one and I mean NO ONE, including the supervisor was willing to help me out.  So at this point, I want a complete refund.  Having worked and managed in the retail world myself, I know first hand that exceptions to a policy can and need to be made, so a refund is what I seek at this point.  I could maybe understand if the item was no longer available or discontinued.  However, it's still available on the website and at full price, so I really don't understand why I'm being fought on this.  I never again will do business with shoebuy given the fact they aren't willing to take care of their customers.  Regards,[redacted]
Regards,
[redacted]

Shoebuy continues to refuse to explain their behavior of deceiving customers while refusing any type of compensation. They may say they care about their customers but clearly their actions show that they don't.
Regards,
[redacted]

We apologize to the customer for any inconvenience experienced. As a onetime exception, we will be refunding the customer for the $75.75 that was paid for the two pairs of shoes purchased on our website. This refund will be posted to the customers [redacted] account ending in [redacted] in the next 3-5 business...

days.

The policy is accessible in one click by clicking on “returns” on our homepage. We did announce the change two weeks prior on our site to ensure our customers were informed. We appreciate this customer responding with her candor about the policy change, and we will share this will the appropriate internal teams.

We apologize to the customer for any inconvenience experienced. We issued a refund for the missing Crocs yesterday, 4/2/18, in the amount of $20.87. This refund was placed on the customers [redacted] account ending in [redacted]. The customer can expect to see this refund posted in the next 3-5...

business days.

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 ALSO request that the funds for the tan boots I ordered to be refunded as well. They arent the correct size and I was ordering the two pairs for a sizing reference. Its the least the company could do to cover for the in convenience. I also do not feel comfortable returning them because of the return fee. 
Regards,
[redacted]

We would like to apologize to Ms. [redacted] for the experience she has had with us thus far. We have been experiencing a higher than usual call volume this week, resulting in unusual wait times, and we regret that Ms. [redacted] is one of our affected customers. We have located Ms. [redacted]'s order in which she requested on our site to exchange the Women's Alegria by PG Lite Paloma Mary Jane in U.S. 42 M in Red Bloom Polyurethane for the U.S. 41 M in Red Bloom Polyurethane. We have emailed a copy of the pre-paid return label for this order to Ms. [redacted] and instructions for her return. We would be happy to connect with Ms. [redacted] via telephone, if she would like. Again, we sincerely apologize for the inconvenience caused and thank Ms. [redacted] for being a valued ShoeBuy customer.

Hi we thank this customer for shopping with us.  When a package goes missing we are required to open an instigation with [redacted] so they can try to determine where the package is.  [redacted] has closed this claim stating the package was found and confirmed delivery to the customer.  If this...

customer is stating they have still not received the package we will need to contact [redacted] for further information.

We regret hearing that this customer has decided not to shop with us based on our return policy and we sincerely apologize for any disappointment or inconvenience caused.

We appreciate the customers feedback about our new policy and also thank the customer for shopping with us. 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. The new 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. The customer is welcome to place an exchange for any of our over 130,000+ items on our website and would not be charged a restocking fee. We do sincerely apologize for any disappointment cause by our policy.

We would like to thank this customer for shopping with us
and we appreciate their feedback about the return policy.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. The new 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.  Customers do not have to pay to ship a return item back to
us.  When a customer is ready to return
an item they can go onto our website or call our customer service department
and we will email them a pre-paid [redacted] return shipping label. 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 this customer opt to exchange, we’re happy to help find new styles or
items to try. y here...

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. 
Thank you sincerely,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy my issues and/or concerns in reference to complaint #[redacted], but I am willing to accept the response because I never want to hear from ShoeBuy.com again. I understand that by choosing to accept the business response that my complaint will be closed as resolved, but this does not take away from the fact that this company contradicts itself in corporate policy versus customer communication, and that ShoeBuy.com [redacted] in-general. 
Regards,
[redacted]