Shoes.com

We are sorry for any confusion the customer was having with the charges on their credit card.  This customer was only charged a total of 173.17.  This appears on their statement as two charges (1 charge for each item).  These charges were $74.96 and $98.21.  These charges are...

done when the items ship.  When an order is placed a pre authorization (temporary hold) is put on the card for the total amount, this is removed when the final charges are done.  If the customer was still seeing the hold it was because her credit card had not updated her statement.  This should all be cleared now and only the two charges showing.

The only way our customers can receive a return shipping label for an order is by requesting a return on our website and printing it out, or contacting customer service and having it emailed to them to print out or placed in the physical mail. According to our records, the only return requested and return shipping label issued to this customer was for her original order placed 12/2/14, #[redacted] for the [redacted] * in Oxford Brown Bali Goat Leather. There is no record of a return requested or return shipping label issued for order #[redacted] in Oxford Brown Bali Goat Leather. Again, we kindly ask this customer to please provide us with the correct tracking number for her return, and please let us know if she used the label from her original order over again. Thank you.

Please apologize to customer for any inconvenience. Regrettably, there is very little we can do to assist in this matter at this time as your package was abandoned by [redacted] at the beginning of last month. We are not sure why they were not able to deliver your package. We do know that all international...

packages require duties and taxes to be collected. This is most likely the reason why [redacted] were never able to leave the package. We would recommend working with [redacted] in Ireland on this issue since this is more of an issue related to their service than it is of shoes.com. Please apologize again to customer.

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 would like the company to comment on how quickly my credit card will be refunded.  The 45-60 day window given by their "customer service" is completely unacceptable.  Also, their website states I would receive an email when the shipment was sent and I haven't received that.  However, an email they originally sent me said my CC would not be charged until the shipment was sent.  This emails are contradictory and very confusing to the consumers.
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. It has been longer than 10 business days and "looks like" they "might be" is not resolving the issue, nor have they offered any type of refund for the almost one month delay in getting my order to me when it is THEIR mistake that is taking forever to fix. 
Regards,
[redacted]

We would like to apologize to the customer for the issue they had in having their email address removed from our list.  We were experiencing a technical error however this has been corrected and this customer should not receive any more emails within 10 business days.

We sincerely apologize for the frustration that the customer has experienced.   It looks like the $40 failed to be refund in a timely manner. I am showing that the customer has filed a claim through [redacted] and that we have refunded $75.00 back to the customer as requested.   If the...

customer would prefer a full refund for the shoes and the taxes/duties, she will need to return the item.   Again, we sincerely apologize that the customer was disappointed in their purchase and that the refund was not issued sooner.

Please apologize to customer for any inconvenience experienced while trying to place her order with us. This is a very isolated incident and not a way in which we pride on running our business. I did check the reason for the orders not being processed and it does state that the billing address...

provided on the website was not matching the billing address that the customer's financial institution has on file for the customer, thus causing the failed transactions. I have gone ahead and removed the preauthorizations on the customer's account. These holds should be removed by the end of the business day today. We encourage the customer to follow up with her financial institution by later on this afternoon for an update and contact us back if the holds are not removed with her financial institution's fax number so we can fax the authorization releases.

We have been in contact with the customer on [redacted] and she notified us where the shoes were delivered they were unable to find the package.  Being they were delivered to a University mail room during the holiday vacation season we have concluded the shoes are lost.  We have agreed to credit the customer back in full in the amount of $89.96.  This credit was processed in our office on 1/21/16 and should show up on the customers credit card statement within 2 - 10 business days.

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.   Thank you very much for your assistance.
Regards,
[redacted]

We sincerely apologize for this customer receiving the wrong item.  We have credited back the customer's original payment method $24.97.  This credit should show up on their statement within 5-10 business days.  The customer does not need to return the item and we would love to work with the customer again in the future.

We would like to thank this customer for shopping with us and apologize for the technical error they experienced when placing an order on our website.  This customer contacted us on November 18th, 2016 at which time we put the request in to cancel order # [redacted].  The order was already...

sent to the warehouse for processing and the customer was advised there was no guarantee we could cancel the order at that time.  We also responded to the customer via email on the same day at 10:22PM stating the same information, we were trying to cancel the order but could not guarantee the cancellation.  Unfortunately this order could not be canceled and did ship out to the customer.  On November 25, 2016 we spoke to the customer again and email him a prepaid [redacted] return label and let him know we would credit him back in full ($59.96) once the item was received back to our warehouse.  Per [redacted] tracking number: [redacted] this package should arrive at our warehouse on Friday December 2, 2016.  Once we receive the package we will process the return and credit in 3-5 business days.  We would also like to advise the customer it can take up to 10 business days for the credit to appear on their original payment methods statement.

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 customer for any inconvenience experienced. It appears as if [redacted] was not able to deliver this customer's package to the shipping address provided on the order. They then forwarded the package to a local [redacted] Access Point for pickup. The Access Point then held the package for...

almost a month waiting for a pickup. They then returned the package back to the suppliers warehouse in Tennessee where it was delivered on 8/2/17. We will be issuing credit for this order shortly. Customer can expect to see credit on the [redacted] account on file shortly.

Please apologize to customer for any confusion relating to the credit issued for the return of the Spring Step [redacted] shoes. We did not deduct $10.00 from the credit for the shoes. The $10.00 was deducted from the order when the customer logged in through her rewards account and chose to have 200...

rewards points applied to her order, which deducted $10.00 from the price of the shoes. The only thing that shoes.com deducted from the return was a $6.95 restocking fee that we charge for all returns that do not have exchanges linked to them. The customer would need to place an exchange order on our website to have this fee waived.

We are sorry for any confusion our promotion caused the customer.  We try to make our promotions as clear as possible however it sounds as if this promotion was misunderstood by the customer.  We ask the customer to use this code for 30% off their next order: [redacted]....

 Again we do apologize for this frustrating situation and hope this helps the customer and look forward to working with them in the future.

Please apologize to customer for any misinformation received from our representatives as it does not state on our website where these [redacted] boots are manufactured. Many brands have multiple manufacturing plants here in the USA and overseas in Asia, South and Central America, and Europe. The...

suppliers warehouse cannot be searching for boots made in the USA as they have thousands of orders that they ship every day. Due to the inconvenience, we will be issuing a refund for this order. Customer can expect to see this refund posted on his [redacted] account ending in [redacted] in the next 3-5 business days.

We would like to thank this customer for shopping with us and we appreciate the 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 this 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 the customer opt to exchange, we’re happy to help the customer 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I reject his statement because he replied ONLY when turned in to the Revdex.com as others have pointed out. I did finally get my refund after way too much effort.
Regards,
[redacted]

As stated in previous correspondence, we did not deduct $10.00 from the return credit. There is nothing that we can credit back. Please apologize to customer for any confusion.