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]

We do apologize for the error in this customer receiving the incorrect color item.  This was ordered on a 3rd party website and it looks like there was a technical issue when the order was sent to us.  The customer was sent a prepaid [redacted] return label on 3/6/17, once the item is received...

and processed we will credit the customer back the total amount of $26.00.

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 that this customer feels
deceived by our return policy as this was certainly not our intention. We
updated our website to advertise and reflect our new “Free exchanges” policy on
July 16th, 2015. All of our policies and legal information can be found under the “HELP”
tab at the top of our website.

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 still can not accept  that.  I have seen these shoes too.  They are not worn or damaged.  I will send you pictures of them also.  Let me know. 
Regards,
[redacted]

We apologize to the customer for any inconvenience that has been experienced. The customer will have to go to our website and have the password for her account changed. I have provided the password below that the customer can use to change the password to her account. We apologize again for any...

inconvenience. [redacted]

We would like to thank the customer for shopping with us and 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. We do not hide the restocking fee, and list it in bold at the top of our returns 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 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 the customer prefers not to exchange for a new item, there is a restocking fee.We want to assure the customer that our decision to not waive the restocking fees on their order was made carefully and in accordance with our guidelines.

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. 
Firstly, this policy is excessive and appears to be a bizarre punitive effort made by ShoeBuy (which has been extensively documented by a tremendous number of [redacted]et customers in a basic internet search of the Company.)  To charge $7 per shoe to restock each item in a single order is unnecessarily costly to a consumer and is simply revenue generating at the expense of the customers... Secondly, I tried to 'play by the Company's rules'  and  make exchanges for each of the 6 items.  The process to exchange has been extremely burdensome.  I went through the exchange system and a banner appeared stating that my order would be counted as the exchange transaction.  At checkout, the company requires you to pay in full (beyond the money already laid out, i.e. not net the return) and once the item is returned they will reimburse . Then they send an email confirming the order and stating a separate email will be sent with the exchange label.  Across three separate exchange orders, not once was such a label sent.  I contacted customer service, who blamed me for ordering without exchanging - though my screen and receipt indicate exchanges!  They never sent the labels for 4 of the items even after stating they would correct the issue.  So I am still stuck with all of these shoes and restocking fees and now potentially more charges for new shoes!  The Company said that for the two that they emailed exchange labels, I should not use those labels until I send the order numbers for the new orders, otherwise they would charge restocking fees.  I sent these order numbers days ago and the Shoebuy is NON RESPONSIVE.   NOT ONLY IS THEIR STATED POLICY ROBBERY AND A SCAM, BUT WHEN ONE FOLLOWS THEIR SYSTEM TO EXCHANGE YOU ARE LED INTO A FURTHER SCAM OF CHARGING FOR MORE MERCHANDISE WITHOUT ENABLING THE EXCHANGE.    
Regards,
[redacted]

We sincerely apologize for any confusion regarding the customer’s orders. We have double checked, and the customer should have no issues placing her exchange for a new size and color.   The way exchanges are normally done online, is that the customer would be charged immediately for the new...

item so that we could process and ship that out to her as soon as possible. Then, once we received the original item that she is returning, we would issue a full refund back to her.   If the customer is unhappy with that option, we would be happy to process a manual exchange. In this case, we would receive the returning boots first, issue a full refund for those, and then place the new order and charge her for the new item.   In both cases the customer would still receive the same discount that she initially received.   Our normal exchanges can be done by the customer online or by our customer service department. For a manual exchange, the customer would need to let us know what size and color she wants.

We are sorry this customer had a frustrating experience.  When an item is not accepted back to our warehouse we take multiple images to document the reason the return is not accepted.  These images have been reviewed by management and they do not show any defect in the size of the tongue....

 We have sent the shoes back to the customer and per UPS tracking # [redacted], they were delivered on 6/2/2017.

We do apologize for the customers frustration however we are showing a manager has been working with this customer and has credited the customer back including the shipping charges.

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 has not reached out to me at all and is not working with me on a "full refund". They refunded my shipping charge, which is only right, and we'll see if they waive any additional fees when it's actually time to return the item.  We won't know that for another two to three weeks. Furthermore, I will be out of town when the delayed shipment is delivered. I'm hoping the package will be there when I return to town!  In reading their other Revdex.com complaints, this is not the first time this has happened and is clearly a common pattern, contrary to what they stated in their response. I won't be able to close the issue until I return to town and start the return process with my order.  Thank you. 
Regards,
[redacted]

Please advise customer that we never received the size 7 shoes in our warehouse. We did issue a refund for the other three pairs of shoes returned.

Please advise customer that we have checked with our billing dept. and they confirmed that we did not deduct $10.00 from return refund. Customer should contact [redacted] for confirmation of breakdown of credits.

We sincerely apologize for any confusion with our ordering process. On the page where the shoe is listed, underneath the sizes, it says “This item does not follow standard US sizing. See size chart for proper fit.”. The size chart explains that this is a Unisex shoe that is listed in Men’s sizes. ...

Our records show that this order was placed online by the customer and that we were not contacted prior to the order being placed. This means that we could not have provided any clarification regarding sizing. The customer ordered a size 9 in this shoe. This is equal to a Men’s size 9 and a Women’s size 11. We are very sorry to hear that this is not the size that the customer wanted. We are happy to help with a return or exchange, however, we cannot waive any return fees because we did deliver the item exactly as requested. Please keep in mind that we do offer free exchanges, so if the customer would like to purchase anything else on our website, we would be happy to waive that restocking fee. Again, we are very sorry that the customer was not satisfied with their product or our return policy.

We apologize for the inconvenience. We are currently refunding the customer now for this order. 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]. 
Refund has not been received, see attachment.
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. 
Contrary to the business's assertion, the restocking fee does NOT appear during the CHECKOUT process.  It appears during the return/exchange process.The statement:"We also show the restocking fee during the checkout process once the customer clicks on "return" rather than "exchange"" is NOT correct.  "Return" and "exchange" do NOT appear during CHECKOUT.  (Why would "return" and "exchange" appear during checkout??) Those options appear during the return/exchange process.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].  
Shoebuy did not notify me of their change in return policy (ie not allowing returns anymore). I've been a customer of theirs for years and made many orders with them and they should be required to advise their customers if they make a change in policy. They are trying to use their sneaky and unethical business method to steal hundreds of dollars from me.If Shoebuy refuses to act morally here, I am asking that the Revdex.com step in and use whatever power it has to make this transaction fair and just.
Regards,
[redacted]

We would like to thank this customer for shopping with us and are very sorry about the shoes not fitting.  This customer did place the order on October 24th and contacted us on December 26th to exchange the items.  As stated in our return policy...

at http://www.shoebuy.com/info/returns#instructions : Items must be sent back within 60 days from the purchase date, though during the holiday season (November 1 – January 1) we'll give you up to 90 days from the purchase date to make gift-giving easierEven though this order is outside of our normal 60 day policy and we are unable to do an exchange we will accept the shoes back and provide a full refund to the customer.  We have emailed a return label to the customer and will waive the restocking fee when we receive the order back.  If the customer would still like the exchange item we would be happy to help them place a new order.Again we apologize the customer did not know our return/exchange policy and hope to work with this customer again soon.