Shoes.com

We are sorry this customer still does not feel we resolved her issue.  We have explained what California's Proposition 65 notice means and why it is on the box.  Before this customer placed a complaint on Revdex.com we had already credited the customer back in full (credit for $12.71 on 7/5/16) and told the customer she can keep the item.  If the customer still feels her complaint is not resolved we ask her to contact us and speak directly with a manager.

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 tracking I received is from [redacted] 9505 [redacted]I am also including a email I received from [redacted] boot saying they paid itback to shoe buy, now shoe buy is holding my money.>
Regards,
[redacted]

We sincerely apologize for any disappointment the customer has experienced with our return policy. We offer free exchanges and free shipping but any returns incur a $6.95 restocking fee. I can see that a Manager spoke to this customer and made a one-time exception to waive 10 of the restocking...

fees out of the 66 items orders. This has already been processed for the customer. Unfortunately we are not able to alter our return policy and waive all of the restocking fees. We are also sorry to hear that the customer was disappointed in our customer service. We have pulled those calls and could not find any record of a representative saying the things that the customer has claimed. Again, we sincerely apologize that the customer was not satisfied with our return policy or our customer service.

For orders that are delivered to a U.S. address, we offer free return shipping via our [redacted] return label.   If the customer takes the product outside of the United States, we can only give our warehouse address and the customer is welcome to send.   If the customer chooses to ship the product back to us for a refund, our address is:   Shoebuy.com ATTN: Returns/Order # [redacted]. USA   The customer placed this order on November 21st, 2015 so they have until around February 21st to get the item back to us.

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. 
You might want to check into this company's operation.  The shoes we original received and the same ones they returned are in perfect condition.   If warehouse gave you pictures and said  the shoes we purchased were worn and dirty they are either mistaking or their is the possibility they were instructed by management to give you false pictures so as not to issue credit.  I don’t know,  I can only guess based on the response. 
Regards,
[redacted]

Please apologize to customer for any inconvenience related to this very rare and unexpected occurrence. There appears to have been an issue with the UPC codes provided by the supplier and this is the reason why the customer keeps receiving the incorrect shoes. We are working with the supplier on...

this issue and have since pulled the shoes from the website so no else can order them. The customer can use the return labels provided to return the incorrect shoes as we do not have a way to change what the customer received in the return e-mail that is provided once the return label is requested.

We would like to thank this customer for their business and we are very sorry the shipping address was incorrect.  This customer placed the order themselves and used [redacted] as their payment method.  The address the package was sent to was entered by the customer either on our website or on...

[redacted] website.  We opened a tracer with [redacted] who verified the package was delivered to the address the customer provided.  We have agreed to credit the customer back the total for this order of $26.36 since the customer is unable to retrieve the package from the address.  Please allow 2-3 business days for this credit to be processed and allow up to 10 business days for the credit to show on your original payment method statement.We do value this customers business and hope this helps.  If the customer would still like the item we would be happy tho assist the customer in placing a new order and making sure it is shipped to the correct address.

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 boots are damaged on the heel and both toes
IRegards,
[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] 
The reason I am rejecting this response is because I have been jacked around and told multiple different things from multiple different people in the company.  Today on January 11th it is the 8th business day and I still do not have my money back from the company.  When I called Tuesday the 9th the customer service rep told me there was nothing else they could do for me and he wasn't sure what to tell me.  Very annoying!!!
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]. The shoes were delivered to my old address. I made several attempts to contact you. I was never offered the ability to update the shipping address for the return. Your customer service is unacceptable. I am not satisfied with your response. 
Regards,
[redacted]

Please apologize to customer for any inconvenience experienced. Our warehouse has done a comprehensive review of the shoes returned on 7/14/17. The customer then called on 7/17/17 to check on the status of her refund. Our customer service representative advised the customer of what happened and the...

reason why the shoes were not able to be accepted. The representative then noted that we would process an image review here in our corporate offices for the shoes that were returned. It was found that the soles were very dirty and appeared to have gum stuck to them. On 7/21/17, our manager e-mailed the images of the shoes to the customer that our warehouse received. We are not able to accept back any items that have been worn as stated on our website. I have provided a link to the policy below for further reference. Due to the inconvenience, I will have $20.00 deducted from the order. Customer will see this credit posted on her [redacted] account in the next 1-2 business days.[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 signed paperwork with [redacted] on Wednesday verifying that I did not receive the items. [redacted] requested I file a police report but seeing as the packages disappeared 4 months ago and shoebuy is refusing to refund my money, I do not want [redacted] to have to pay a claim to shoebuy which is what the [redacted] woman told me would happen if I submit a police report to [redacted]. I don't understand how shoebuy could say I verified I received the items when just the opposite was the case. I will never purchase from shoebuy again, I never received my shoes and still 4 months later have not gotten a refund from shoebuy! This is unacceptable!!!!
Regards,
[redacted]

We would like to apologize to this customer for this frustrating experience.  When an order is placed through [redacted] we do not have access to a customers billing information.  We received this item back and notified [redacted] to credit the customer back $75.38.  There is no record that a...

restocking fee was charged.  If this customer is seeing a charge of $6.95 this was on [redacted]'s side and they will need to contact [redacted] to investigate further.

We thank the customer for reaching out to us and we are happy to look into this order. On November 2nd we received and refunded all 5 shoes minus the $6.95 restocking fee for each shoe. Our warehouse found no difference in what the customer ordered and what the customer returned to us. However, on November 13th, Manager [redacted] did refund one restocking fee as a courtesy to the customer. Manager [redacted] also sent an email on the 13th to confirm to the customer that we were refunding the restocking fee despite not finding a fault with the shoe. Because this refund was only issued on the 13th, it may not be showing in the customer’s bank account yet. Depending on which bank the customer uses, we recommend allowing 5 full business days for the refund to be cleared and show up in his account. We very much appreciate this customers business and thank him for choosing ShoeBuy again.

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 apologize to this customer for still receiving emails.  We were experiencing technical difficulties which have been resolved.  We ask the customerallow another 7 - 10 business days for all emails to stop.

We would like to thank this customer for shopping with us.  Per [redacted] tracking # [redacted] the customers order was delivered on 12/6/2016.  We understand this customers frustration when trying to get more information about their delivery.  This item was picked up by [redacted] on...

11/29 or 11/30 but [redacted] did not do the initial scan of the package to let us know its status.  This order shipped from California and the next time the item was to be scanned was when it  got to North Carolina on 12/5/2016.  The item was then delivered to the customer on 12/6/16.  If this customer still needs any assistance we ask the to contact our customer service department.

Customer satisfaction is extremely important to us, and we want to make this right for Ms. [redacted]. According to our records, for order #94717602 placed on 4/24/15 we authorized a refund of $58.00 to Ms. [redacted]'s [redacted] ending in [redacted] on 5/6/15; for order #[redacted] placed on 5/6/15 we authorized cancellation of the pre-authorization charge of $58.00 to Ms. [redacted]'s [redacted] ending in [redacted] on 5/6/15; and for order #[redacted] placed on 5/19/15 we authorized a refund of $58.00 to Ms. [redacted]'s [redacted] ending in [redacted] on 5/22/15. Typically, it can take 2 - 10 business days (Monday through Friday, excluding holidays) for a refund to post to a customer's account after we have processed their refund. This is conditional on their financial institutions’ policies. We'd be happy to provide Ms. [redacted] with the credit authorization numbers, or fax these to her financial institution. Ms. [redacted]'s email address "jocb at verizon.net" was unsubscribed from ShoeBuy promotional emails on 5/22/15. It may take up to 10 business days for this to process, and we apologize for any inconvenience this may cause. We sincerely regret the poor experience Ms. [redacted] has had. This unfortunate situation will be used to teach our staff how to assist each and every customer with careful attention so that these rare circumstances are never repeated.

We thank the customer for reaching out to us and are sorry to hear that his return was rejected. We have looked into the order and here is what we found. Customer called our customer service line on Mar 3rd, 10 days after receiving the shoes, to request a return stating that they were too small. We...

sent the customer a free shipping label and received the shoes and then processed the return on March 11th. During processing, the shoes were found to have signs and evidence of wear including dirty soles, dirt on the upper, and on the insoles inside of the shoe. Unfortunately, our policy states that we are unable to accept back worn merchandise so the item was returned to the customer.   When the customer called to contest this decision, we conducted a defect review. The pictures of the shoe that we took before sending them back to the customer were pulled and reviewed. The pictures confirm that the shoes are dirty with signs of wear and so we are still unable to accept the shoes back. If the customer had received the shoes in that state, we would have needed to know before the return was rejected. At this point, we are not able to verify that claim. We would like to reassure the customer that our decision to reject the return was made carefully and in full accordance with our policies. We sincerely apologize for any disappointment caused by this experience.