Shoes.com

We apologize to the customer for any inconvenience experienced. We will be refunding the customer for this order. Customer can expect to see refund posted on [redacted] account ending in [redacted] in the next 3-5 business days. We apologize again for any inconvenience.

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. 
Like I said in my previous explanation, we were told on the phone on Monday March 7th that the order was in processing and would take 1-5 more business days before it shipped.  At that point we tried to cancel the order and they told us that they could not guarantee that the order would be cancelled.  Being that I needed the shoes for work the next day March 8th I went out and bought a new pair.  If they were going to be shipped on time why weren't we told that on the phone?  I would not have purchased the other pair.  Most businesses use Saturday as a business day for Shipping as well so it should have been processed on Saturday and shipped out first thing Monday.  I received the shipping confirmation conveniently after we hung up the phone on Monday March 7th, if it was going to ship right away why did the customer representative tell us that it was still in processing?  It seems like if I did not call and ask about the order, it would have sat for another 1-5 days.    
Regards,
[redacted]

We would like tothank this customer for shopping with us and we appreciate his feedback aboutthe return policy.  On July 16th, 2015our site was updated to show the new policy to make sure customers would knowin advance. Our homepage says “free shipping + free exchanges” and the...

entirepolicy is listed under the Returns section of our Help page. The new policywent into effect on August 1, 2015, and all purchases made on August 1, 2015 orafter are subject to our new return policy. Our policy enables our customers tochoose 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 orcoat. In the event they prefer not to exchange for a new item, there is arestocking fee.  We understand that thiscustomer is disappointed with our policy, and we do sincerely apologize for anyinconvenience this may cause.

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]. . 
[The Apology is nice and all but a summery of ongoing problems is attached.I feel some kind of negative consiquence towards to business is in order.Their rating with the Revdex.com should be lowered,and some sort of fine applied.]
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 business never saw fit to inform it's customers of a MAJOR policy change, and to this day, keeps the restocking fee essentially hidden.  "Misspeaking" is the smallest problem. I am seeking a full refund of the entire amount I paid.  [redacted] - just to name a few online major retailers, do not charge a restocking fee or other hidden return fees.
Regards,
[redacted]

We apologize to the customer for any inconvenience experienced. Regrettably, we are not able to send shoes without orders because they ship directly from the suppliers warehouse and they require that orders are placed for all exchanges. I do see that a new order was placed for the exchange requested...

on 1/7/18. We will refund the customer for the return once it has been received and processed by our warehouse.

The photos we provided were taken when the shoes were inspected at our warehouse.  This was the condition we received the shoes back in and for this reason we are unable to accept the shoes back.  Again we do apologize to this customer however the shoes were not sent back in new condition and we would be unable to resell them.

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. 
nearest [redacted] dropoff is MT Ida over 10 miles away.Cannot drive that far I am disabled, No restocking fee and no shipping return costs. No exchange as I want nothing to do with this company ever again.The first person I called named [redacted] said was able to send me a return label for post office. Lied ]
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]

Please apologize to the customer for any confusion regarding our return policy. Our restocking fee is very clearly stated on the website under "Returns". We will be waiving both restocking fees for this return as a onetime exception. The customer will be refunded the full amount paid for the shoes...

on her [redacted] account once the warehouse processes the return.

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 want to reopen my complaint.  The issues I still have are:  (1) I received one return label.  There are 2 pairs of shoes to return.  Please send me 2 return shipping labels.  The first pair has [redacted] as the order number.  The second pair has [redacted] as order #.  (2) Please  confirm I will not be chargeda restock fee since Shoes.com sent me the wrong shoes twice.Finally......The following is an additional request.Please send me one pair of the shoes I ordered origionally.  I still want them.
Regards,
[redacted]

(1) There was no confusion regarding the refund. You received the item at 10:16 AM, one hour and sixteen minutes into your business day. If you want to discard that remaining day so be it. If you closed your office to observe Martin Luther King Day, great ! I don't need you to tell me that weekends are not considered business days. According to your explanation the 5th business day would have been Jan 20th. So when I contacted Shoebuy on 01/19/2016 @ 5PM and was unable to get a refund applied to my [redacted] account that was 4 full business days and within your return policy as follows: Refunds are applied via the original payment method within 5 business days of receipt at our warehouse. (2) After reviewing your reply, I contacted [redacted] and they stated that my dispute filed on 1/19/2015 after speaking with you was a dispute not a claim and that you were notified to respond within ten days. [redacted] as of yesterday has not received any communication from you and would have accepted any refund from you as it would have resolved the dispute. (3) It would have been outstanding if your reply to the original complaint was something like, Dear Customer, sorry for the delay in your refund and not being able to give you a reasonable date when you called on 1/19. Your refund will be processed within the next 48 hrs.

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 just wanted to report/add that [redacted] notified Shoebuy on March 5th that Shoebuy only refunded $60.00 And now two days later Shoebuy continues to lie about the refund2:27 pm
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 also contacted [redacted]s office at [redacted] which owns ShoeBuy.  It is clear they are not interested in correcting the QA issues they have when I told his assistant I would post an unfavorable review with her phone number her response was "you do that!" Then she hung up.  So I did; maybe if the home office gets enough complaints they'll take an interest to figure out and fix the problems.  I accept the refund but still want Revdex.com to explain how so many similar and repeat complaints averaging 10 per month in 12 months keeps this company an A+ rating.  I won't shop there anymore.  And I appreciate the time to look into this matter by all parties. 
Regards,
[redacted]

We would
like to thank the customer for contacting us and apologize for any confusion over
charging. When a
customer hits the “place order” button, we verify that the credit card account
is valid and that sufficient funds are available to cover the transaction's
cost. At this step, the funds...

are "held" and deducted from the credit
limit (or bank balance, in the case of a debit card) but are not yet
transferred to Shoebuy until the item ships. On Dec 11th,
It looks like the credit card information was not entered entirely correctly so
the order did not go through. In this case, the “hold” on the card is usually
dropped by the bank within 2-3 business days. On Dec 12th,
the system shows that the customer attempted the order again with a different
discount code and had the same problem. By this
time, we expect that the customer’s bank will have released the hold on the
funds. If this is not the case, we would be happy to fax her bank to confirm
that we are not charging her.

We are very sorry to know this customer will no longer shop with us.  Our policy was put in place to help business going forward however we do understand it does not work for all customers.  We also would like this customer to know we value him as a customer and hope he will continue to work with us in the future and would love to extend a 30% discount to the customers next order.

We would like to thank the customer for their business and apologize for this unfortunate experience they have had.  This order was placed on December 3,2015 at 10:13AM, the customer called our customer service department December 3,2015 at 5:21PM to cancel the order.  The representative...

the customer spoke to informed the customer we could not guarantee the order would be canceled since it was already transmitted to the warehouse to be processed for shipping.  The representative did inform the customer we would waive the $6.95 restock fee when the item was returned which was missed upon return of this item.  We have requested we credit the customer back the $6.95 restock fee.  Please allow 2-3 business days for this request to be processed and we would also like to inform the customer it can take an additional 2-10 business days for the credit to post on there statement.  Again we are very sorry that the customer was charged the restocking fee in the first place and hope to be able to work with the customer again 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]

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 only reason I "exchanged" items is because I refuse to lose $6.95 per item for three items.  Customer service told me there was no way they could waive the fee.  I searched the website to find the cheapest items that I could possibly use so I wouldn't throw $21 down the drain.  I am requesting that Shoebuy.com either eliminate their policy of charging a $6.95 restocking fee or prominently put this information on their website so customers like me do not erroneously order merchandise oblivious to the potential restocking fee.  Because the use of a restocking fee is abnormal for shoe/clothing retailers, it is deceptive for Shoebuy to not inform customers of this policy.  It does not matter if they advertised this information in July -- shoppers using the website now are oblivious to this new, bizarre, costly policy.  Other customers have contacted the FTC, and others are awaiting a class action lawsuit.  It seems deceptive.  I am not the only one who feels this way.Please take a look at Shoebuy.com's [redacted] page, there are a ton of other customers like me posting that they too have been burned by this new policy.  Look under Vistor's Posts.
Regards,
[redacted]

Apologize to customer for any inconvenience. We do have brands that do take 1-5 business days to process before they are shipped by the shipping method that the customer has chosen. This order is scheduled to be delivered tomorrow, 12/22/17. If the customer was worried about shipping time, she could...

have read the shipping and processing times on our website where it clearly states our processing times. If customer no longer needs the shoes, she may return them back to us once received. We will need to charge a restocking fee for the return as also outlines on our website. We apologize again for the inconvenience.