Shoes.com

Please apologize to customer for any inconvenience. The customer does not have an account with shoes.com unless he has a rewards account. The customer may log in to his account to have it canceled if it is no longer needed. It is not something we can do on our end. I have also unsubscribed the...

customer from receiving anymore of our e-mails.

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. 
This is the same stock answer I received from their [redacted] Page earlier today. The Customer Service Representative said they would waive the restocking fees and then said she wouldn't when I asked her to confirm that they would be waived at the end of the call.  Shoebuy.com records their customer service calls and can go back and listen to the phone call in which this was promised. We were on the phone from approximately 11:05-11:40AM EST.  The length of time the Customer Service Representative has been employed there is irrelevant. I was told the restocking fees would be waived, then once I agreed and allowed her to complete the return, she said they would not waive them because I have returned items in the past 10 years.  This is unacceptable.
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'm not sure if Shoebuy is offering me a gift card here for the amount missing ($426.94). If they are, that's a nice offer but I don't feel I should be tied to spend that much on the Shoebuy website. If Shoebuy would like to give me half back in gift cards and half back on my Credit Card, I would accept that as a compromise just to end this. But honestly, even if Shoebuy changed the wording from "returns" to "exchanges" on their website, there would be no way of me knowing that it changed. There was never an email, like other companies do, alerting that a policy change has been made. I've been a customer for years with Shoebuy and like many many others I wouldn't think to read a return policy when I've made many orders with the same policies for so long. It's very very misleading and unfair.
Regards,
[redacted]

Please apologize to customer for any inconvenience. We have canceled this order and issued a refund for the shoes today, 12/18/17. Customer can expect to see this refund posted on Visa account in the next 3-5 business days. We apologize again for any inconvenience and confusion caused.

[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 and we appreciate her 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. 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 she opt to exchange, we’re happy to help her find new styles or items to try.

We would like to thank the customer for their purchase with
us and for their feedback regarding our policies. We would be happy to look
over this customers concerns. 1. ShoeBuy charges for each individual item instead of one
charge for the total amount. We apologize for any confusion this may...

have
caused. 2. If the customer received an item that is a different
style than what he ordered, he will not be charged a restocking fee to return
it. We will refund him in full. We never charge any fees if our customers
receive defective or incorrect merchandise. 3. We do sincerely apologize again for any delay in response
via email. We have looked over the email correspondences to see what was said.
The customer was informed that he will not be charged a restocking fee for an
incorrect item and was apologized to for any disappointment in our response
times. We have also asked the customer how many labels he needed to return the
5 packages. The customer so far has not requested more than one. The one label
that we did send is sufficient to send all 5 pairs of shoes back in one
package. However, we will be more than happy to send additional labels if the
customer does not want to package all 5 pairs of shoes together.4. Our return policy has been stated on our website since
July 16th. We focus on free exchanges because we are sure we can
find the right match for any of our customers, but we are still happy to
perform returns if the customer prefers. All returns are subject to a $6.95
restocking fee. This fee can only be waived if a customer received incorrect or
defective merchandise or if an exchange order is placed. We sincerely apologize
to the customer for his disappointment in our return policy. Unfortunately we
are not able to alter it. We would like to thank the customer for their feedback
regarding our policies and procedures. We are very sorry that the customer was
disappointed in their experience with us.

We are very sorry for this customers situation.  Unfortunately [redacted] is standing by their investigation that this package was delivered to the customer and we have no other way to check where the package was sent.  We have decided to credit this customer back for the item since she does live in an apartment complex and anyone could have taken the package.  We as the customer allow 2-3 business days for the credit to be processed and also be aware it can take an additional 10 days for the credit to appear on her credit card statement.  Again we apologize for this frustrating situation and hope this helps.

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. 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 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. I will again voice my distaste of the practice of enrolling customers who are on the site of ShoeBuy to buy SHOES, not magazines, who fail to check a box at checkout.  As I said, I believe its just another way to scam people and should not be allowed.  
Regards,
[redacted]

We would like to thank this customer for shopping with us and also would like to apologize for the confusion in trying to send the item back.  We do see the customer spoke with a manger today and we have supplied the customer with a new label and approved them to return the item for a full...

credit.  Again we are sorry this took as long as it did to get resolved.  Once the item is received we ask the customer allow 3-5 business days for the return to be processed and also be aware it can take up to 10 business days for the credit to appear on their statement.

We would like to thank the customer for reaching out to us and apologize for the delay in resolving this. We began an investigation when the customer first alerted us to this issue which has still not been completed. We should have the results to this investigation shortly and can then confirm...

that the item was not sent out and can refund the customer. We would like to thank the customer for their continued patience as the refund process completes itself.

We would like to let the customer know they can place a new order for the item as we have already credited the customer back.  We looked into shipping another pair out to the customer however we could not without showing a new order this is why the customer was credited back.  Again we are sorry for any inconvenience this has caused the customer.

We would like to thank this customer for shopping with us.  We are sorry it took longer than usual for us to process the return credit.  The item the customer purchased shipped directly from the manufactures warehouse so when the customer refused delivery it was sent back to the sender...

instead of to our warehouse.  Being this all happened during the holiday season it added time to verify the shoes were accepted back.  We are happy to let the customer know we have processed the return credit and they should see the credit on their statement within 10 business days.  Again we apologize for the delay and recommend the customer contact us for a [redacted] pre-paid  return label on any future return orders.

We would like to thank this customer and apologize for the frustrating experience they had.  Our billing department processed the customers credit in the amount of $79.95 on November 22, 2016 to their [redacted] card.  If the customer is not seeing the credit on their statement we encourage them...

to contact the number on the back of their credit card for further information.  Please be advised some credit cards can take up to 10 business days to post credits to customers statements.

We regret hearing that the customer has been unsatisfied with our customer service.   The customer placed this order on March 23rd and contacted us on April 2nd to inform us that he did not receive the order.   At that time we opened the tracer investigation with [redacted] so they could verify...

that the package was not delivered properly and issue a refund. As part of their tracer investigation, they usually contact the customer to ask some questions.   On April 13th, we received the results of the investigation from [redacted] said that they were unable to contact the receiver. Our notes show that the customer was supposed to call them back but failed to do so.   The customer did contact us again regarding these issues but when we tried to assist, the customer sent multiple messages stating that they did not want any response or any further contact from ShoeBuy. We did not respond to those emails that contained that request.   Customer will need to contact [redacted] to being a new tracer investigation. We are happy to provide any information that the customer may need for this.

We would like to thank the customer for reaching out to us.
We sincerely apologize that this customer feels misled by our promotional
discounts. All promotional discounts that we offer always state
somewhere on the advertisement that “exclusions apply”. This is because there
are some...

manufacturers that do not allow their shoes to participate in our
promotions. All discounts show during checkout and the total that shows
up on the screen before clicking “place order” is the total that the customer
will pay. We also send a confirmation email with all of the order details in
case there is a problem that we would need to fix. This customer called our customer service line 2 days after
placing their order and spoke with 3 representatives including 2 supervisors.
We were able to offer her a 25% discount as a one-time exception courtesy or
advised that the customer is welcome to return her order under our normal
returns policy.At this time a Manager has offered an additional 5% discount
for a total of a 30% discount. These are still the only options that are available to us. We are very sorry that the customer has been disappointed in
our promotions and return policy. We look forward to helping this customer with
a discount or a return.

We do apologize for this frustrating experience.  We have reviewed the item again with the information the customer has provided and while the shoes do look worn and we cannot accept them back we are going to credit the customer back the $76.97.  Please allow 2-3 business days for this to be processed and up to 10 business days for the credit to appear on your statement.  As for the item the customer can keep the shoes, give them to someone who could use them or donate them to a local charity.We do thank the customer for shopping with us and look forward to working with them in the future.

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 are sorry we are unable to supply the item this customer wants at this time.  We have credited back the customer for the order we were unable to process and ship to her and suggest the customer continue to watch [redacted] to see if this item becomes available in the future.