Shoes.com

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 website still show up have new in stock and I can still check out in 01/26, but they just not willing to fulfil the order. I have attached a screenshot to proof
Regards,
[redacted]

We would like to thank the customer for shopping with us and are very sorry for the confusion we had on this order.  We do apologize that her order reverted back to her old address when placed.  We would ask the customer delete all addresses in her membership and then enter in a new...

address so this would not happen in the future.  We also took a look at the customers order and once the customer did contact us a representative changed the address on her order however the order was already sent to the warehouse and they were never notified of the change and this is the reason the order was delivered to the incorrect address.  We have requested to credit the customer back in full ($69.97), this will be processed in 3-5 business days and ask the customer please allow up to 10 additional business days fro the credit to appear on their statement.  Again we apologize for this frustrating experience and would like to assure the customer we have reviewed her order with all representatives in our customer service department so we can make sure this does not happen again.

Apologize to customer for any inconvenience. We will be issuing a refund shortly for the missing pair of [redacted] shoes. Customer can expect to be receiving this refund on her [redacted] account in the next 3-5 business days.

This customer’s rebate was denied because they have received the rebate in the past. As stated in the terms and conditions of the rebate offer, it is limited to one per household.  Included is a copy of the full Terms & conditions. Terms & Conditions: Customers must meet all...

requirements listed in these Terms & Conditions to be eligible for a refund. Please review carefully. You may request a refund for the stated value of the magazine within thirty days of your purchase over $25----minimum purchase of $25 required after any promotional discounts/ coupons are applied. Any applicable shipping and handling charges or taxes do not count towards $25----by sending this form to Shoebuy.com Magazine Offer [redacted], CT [redacted]. Be sure to include a copy of your order confirmation page as proof of your purchase. Make copies of all rebate submission materials for your records. Original submissions will not be returned. Any disputed claim will require photocopy substantiation. Failure to submit any of the required items will result in an invalid submission. Limit one per household. Please allow a minimum of 90 days for processing. Offer available to customers within the 50 United States and the District of Columbia. Request for this offer must be postmarked within 30 days of purchase. No liability is assumed for lost, late, damaged, misdirected, or postage-due mail or requests that fail to be properly delivered to the address stated on this rebate form for any reason. Illegible or incomplete requests will not be honored. Void where prohibited or restricted. Offer maybe withdrawn without notice. I certify that the information I am submitting herewith is honest and accurate and, furthermore, that this rebate request is made wholly without fraud or attempt to deceive as it is made in keeping with the spirit of a legitimate offer and purchase. I understand that I will not be notified if my submission is determined ineligible.

I am aware of the exchange policy. I do not wish to do an exchange.[redacted] and [redacted] do not have "restocking fees," and I think I am better off buying my shoes from those online vendors going forward. It is unfortunate that your unwillingness to waive the restocking fee will result in losing me as a customer. So much for valuing your customers.I have done business with many many online companies, and somehow they are always interested in doing what they can to maintain a good standing with a dissatisfied consumer. I think that anyone of you would be as angered as I was to wait 52 minutes on hold.I think that anyone of you would want to know with whom I was speaking in customer service who was rude.I can't tell you how disgusted I am.

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. 
That is an absurd response. An ethical customer conscious company would as the following:*see full return policy on our Returns pageOR*returns subject to $6.95 restocking fee Not difficult to add. Based on the number of complaints on this site, your hidden fees are intended to be misleading. I'm sorry your business is doing so poorly that you have to purposely hide fees. ShoeBuy will only suffer from this.OR
Regards,
[redacted]

We are sorry to hear that [redacted] does not find our response acceptable. We want to assure her that our decision to waive one of her restocking fees was made carefully and in accordance with our corporate guidelines. The policy change was announced on our site two weeks in advance, and can be easily accessed on the return section of our help page. We appreciate her candor about the return policy and will share her feedback with senior leadership.

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 didn't "return" the items, I rejected the shipment due to fraudulent business practices. I should not be charged a $6.95 return fee at all as I never opened the package or shoe boxes. Regards,
[redacted]

We would like to thank this customer for their purchases
with us and for reaching out to us regarding this issue. We are very sorry to hear that the customer is disappointed
in our 60 day return policy. We are not usually able to accept items back after
60 days. The 5 orders that the customer has...

mentioned were all
ordered before April 21st, 2015. This means that when the customer
called us on November 1st, 2015 and spoke to a supervisor, all
orders were over 6 months old. Unfortunately this was also past the time when
we would be able to make any exceptions. We acknowledge the customers complaint about only receiving one
label per order and are happy to inform the customer that this is no longer the
case. As of August 1st, 2015 we offer a return label for each item
so that our customers can return and exchange things more easily. Again, we sincerely apologize that we are not able to make
an exception and accept any of the 20 shoes the customer has mentioned as each
of those items was ordered over 6 months ago. We do hope the customer will take
a look at our new and easier return policy and continue to shop with us.

We apologize again for the inconvenience. Customer must continue contacting [redacted] regarding this issue if she feels like shoes are returnable.

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 contacted the company twice no one ever apologized to me.  This company never offered me any assistance in recovering my package.  I don't know how the incorrect address was put in.  It was the city and the zip-code that were wrong.  The street address and my name were correct.  They could have sent a return label or a correct label to the incorrect address and assisted me in recovering my package.  They never suggested that I pursue this on my own and try to make contact on my own.  They just said there is nothing we can do and never returned my call to tell me they weren't going to assist me.  Basically I was ignored.  They offer a shipping guarantee, which implies if there is a problem they will assist you.  No one ever offered any assistance.  They are just fine charging me for no services and offer no assistance.  I will guarantee never to purchase from this company again and never recommend this site to anyone.  I also want my purchase or my money back.  
Regards,
[redacted]

We would like to sincerely apologize to the customer for any confusion regarding our return policy. Our policy does state “Items should be unworn and include all original tags”. However, after looking over this case, we should be able to accept this item back for a return as a...

one-time exception courtesy. The other rules of our return policy still apply. The return will be rejected if the shoes show signs of wear or do not include the original shoebox. If the customer would like to process an exchange, we recommend emailing [email protected] for help setting up the exchange. Otherwise the return will be processed as a full refund minus our $6.95 restocking fee.  We have sent a return label to the email address on the customer’s order so that the customer can send this item back to us. We hope this resolves the issue and thank the customer for reaching out to ShoeBuy.

Per [redacted] tracking # [redacted] this customers item was delivered on 9/15/16 at 2:34PM and left at front door.  This customer contacted our customer service department on 9/19/16 at 12:48PM and notified us she did not receive her item.  At that time the representative informed...

the customer we would contact [redacted] and start an investigation into the missing package.  The investigation was opened by [redacted] on 9/21/16 at 2:44PM and this information can be verified by going to [redacted] and looking up the tracking number.  We have told the customer we must allow [redacted] 10 business days to look into this missing package claim.  We should have the results of the investigation by 10/5/16 (10 business days from when the claim was opened).

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. They are saying that this item did not qualify for the discount but when I had that item in my cart the day of the purchase it had the discount applied to it. I completely understand what they are saying but they are wrong. If I would have ordered the black ones, then they would be correct because those were not on discount. The color I bought were! It showed the 20% being taken off of those for a price around $151. Don't they record all of their calls or keep record of their past sales? I know I am right in what I am saying.
Regards,
[redacted]

We are sorry the customer was not aware of our restocking policy.  Our policy is available on our website at [redacted].  Also all emails about an order has a link to our policy and when the customer placed the order they had to agree to our policy.

We would like to thank the customer for shopping with us and are very sorry the wrong item was shipped to this customer.  We try to make sure every order sent is correct however technical or human errors do happen occasionally.  When a customer does not receive an item our policy is to...

start an investigation which can take up to 10 business days to complete.  During this investigation we contacting the shipping company and also the warehouse the item is shipped from and try to understand where the error occurred.We do apologize for the delay in the investigation and when the customer contacted our customer service department after the 10 business days had passed the representatives the customer spoke to should of forwarded this order to a supervisor.  This unfortunately was not done and this situation will be used to train all employees so we can make sure a situation like this does not happen in the future.We have requested our billing department credit this customer back the total of $71.05 to their original payment method.  Please allow 2-3 days for this request to be processed and also be advised it can take up to 10 business days for the credit to appear on the customers statement.

Again, we sincerely apologize that the customer felt misled
by our return policy. We do list the policy clearly on our returns page which
has been up since July of 2015. We have just checked on this customers account and she is
being refund for the restocking fees on all three items for order [redacted]
because she has made an exchange order within our return policy guidelines. As our website states, exchanges are 100% free so the
customer will receive free shipping and a full refund on these three items. We would like to thank the customer again for her feedback
regarding our return policy.

We would like to thank this customer for shopping with us.  We see this customer has already received a full credit on March 15, 2017 in the amount of $104.96. We do apologize for any confusion the customer had with our return policy.  Per the instructions on our website found at...

http://www.shoebuy.com/info/returns:Once You Receive Your Shipping Label:Repackage unworn items exactly how you received them — shoe boxes, bags, tags, and allPlace everything in your shipping box and tape your new shipping label over the original oneTake your sealed box to any [redacted] location or drop-off box

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 didn't tell them the shoes were received with out a box because I thought it was shipped that way on purpose to save shipping costs. When I initially called to ask about my credit, I told the person on the phone that they were received with out a box; two pair of shoes in one box with no shoe boxes. It did not appear that the box had been opened or repackaged. The person said it would be reviewed but was unclear that it was only to check pictures that were taken at their facility.I also emailed the customer service email address to ask what is the process if I receive shoes with out a box and I received no response.The manager called me back while I was at work which I specifically ask to NOT be called back. I wasn't able to talk and I believe I said "whatever" when he offered the 20 off for sending the shoes with no box. To me, they are acknowledging the shoes were sent with out boxes but telling me I have to send them back in a non-existent box. I have no way of knowing what happened at the shipping facility and I asked for pictures that the shoes were shipped to me in a box but none were provided.I would also like to mention that I purchased 3 pair of shoes. Two I tried to exchange. One pair that was successfully exchanged was sent to me with a box. Why would I send back one pair with a box and one pair with out a box? I would have gladly sent the shoes back had I received a box.I have rejected the returned shipment and it is expected to be returned to their facility around January 11, 2017. I still expect a full refund for the shoes I have returned.]
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. 
With the technology that we have today I do not buy that excuse..  Look at the request for cancel and the shipping and billing date againYou can see  they had more than ample time to cancel.   I can not believe that to cancel one order would cause that much trouble.   We do live in the 21st century not the 19th.Instead of making all the excuses do the right thing for once.  I am going to call [redacted] and [redacted] about this order
Regards,
[redacted]