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]. Please add your rejection comments below. 
I am very disappointed in Shoebuy's decision not to stand behind their product. they are acting more like a fly by night operation than an established company. I am afraid I will have to recommend to everyone I know not to do business with shoebuy. Furthermore my complaint with the Revdex.com will remain for as long as Shoebuy decides to not do right by the customer.
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. did anyone look at my pictures I sent. it clearly does not show any dirt or worn soles. thank you
Regards,
[redacted]

We would like to thank this customer for shopping with us and we appreciate his 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 130,000 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 understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause. Should he opt to exchange, we’re happy to help him find new styles or items to try.

We would like to thank this customer for shopping with us and we appreciate their feedback about the return policy.  Our policy now focuses on free exchanges because we’re certain we can find the right match for our customers – whether that’s a different size, color or completely different item...

altogether. Our homepage says “free shipping + free exchanges” and the entire policy is listed under the Returns section of our Help page.  When the customer placed this order our website states by placing this order you agree to all terms and conditions including the restocking fee policy.As we understand that for some customers, this option might not be a fit for them, we’ve also worked to make returns as easy as possible – though if no item is being exchanged then there would be restocking fee. In accordance with our guidelines we are unable to waive any restocking fees. 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.

We would like to thank this customer for shopping with us and we understand that this has been a frustrating experience   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 fee on her 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 she opt to exchange, we’re happy to help her find new styles or items to try.We apologize for the inconvenience caused and the customer’s feedback has been reviewed by the appropriate internal teams. This unfortunate situation will be used to teach our staff, from manager to the newest customer service representative, how to resolve every customer interaction in a positive manner. We are committed to empowering our staff to make things right for our customers.

We would like to thank the customer for reaching out to us about this issue and assure her we are committed to resolving this.   Normally our exchanges charge the customer for the exchange item immediately so that we can ship it out as fast as possible. Then once we receive the item that the...

customer is returning, they get a full refund.   Due to a miscommunication, we believed that this customer wanted to wait until after we processed the refund to be sent the exchange. This is a common request as some customers would prefer to be refunded first before having the exchange order placed and charged.   Once we received the returned item, we issued a full refund back to the original method of payment and started the new order for the exchange.   We were unable to process the exchange due to the card being declined. At this time the customer has received a full refund. We cannot guarantee how long it will take the customer’s financial institution to process the refund. Most banks process refunds within 5 business days.   If the customer would still like an exchange, we will need to place a new order and charge for the new item. We will still honor the 30% discount on the new order. (Participating brands only).   Again, we sincerely apologize for the misunderstanding regarding our exchange process.

We would like to apologize to this customer for any confusion they had with our return policy.  Our return policy which can be found at http://www.shoebuy.com/info/returns states Items must be sent back within 60 days from the purchase date, though during the holiday season (November...

1 – January 1) we'll give you up to 90 days from the purchase date to make gift-giving easierWe have reviewed this customers order and the conversations this customer has had with our customer service department.  We are unable to find any calls where a representative tells the customer they have 90 days to return and item and multiple times the customers states she is reading the information about the return time frame  from our website.We can certainly appreciate that this is frustrating for the customer as they do not wish to keep the shoes. We also understand this was not the resolution they were seeking.  However, our decision to not accept the return was made carefully and in accordance with our policies (for your reference: http://www.shoebuy.com/info/returns).  All companies have policies and standards by which we must adhere. We want to be sure that you and your fellow customers have the best possible shopping experience and that we delight all with every purchase, and our policies have been structured to help ensure this is the case.

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].  
[Since there has been no communication since the first rejection I have ordered a pair from another company and have received them already. How can a company charge my account on 11/27/2017 and can't give a shipping time when another company can do it in 1 day? Since Shoes.com can't fulfill a customer request why did they continue with the order when it was canceled the day prior? Even if the order were to stand they indicated they were going to refund 15% to my account which has not happened either. This company needs to focus on customer service and business practice. Refund my money and then I will return the shoes. Why would I even trust a company to refund my money when they've had it all this time and can't even process the order correctly. It would be only fair for them to use there money instead of the consuumers.
Regards,
[redacted]

Apologize to customer for any inconvenience and confusion caused. We will be issuing a credit for the additional $10.00 in express shipping charges and customer will see this credit posted on her method of payment in the next 3-5 business days. A credit was already issued for the restocking fee...

applied to the return. Customer should also be seeing this credit posted on her method of payment shortly.

We want to thank this customer for their business and
apologize to them for not receiving the return label sooner.  We emailed a return label to the customer at
the email address provided each time the customer requested the label.  These dates were Oct. 2, Oct. 16, Oct. 21,
and Oct....

27.  The customer also reached
out to us via [redacted] on Oct. 27, 2015 where we were notified for the first
time by the customer that they needed the label mailed because they were unable
to print a label due to not having a printer. 
Once we understood the problem was needing a physical label to be mailed
we requested a [redacted] pre-paid label be sent to the customers address on file.  This label was sent within 24 hour of that
request.  The customer has been made aware that they should receive the label in the mail within 5-7 business days.We advised the customer we only use [redacted] for our shipping
carrier thus we are unable to send a [redacted] label to the customer.  We also supplied the customer the phone
number to [redacted] so the customer could see if they would pick up the package from
the customer.  In case the customer
needed to still send the package back via [redacted] we did email the customer our
warehouse address and told the customer to use the least expensive traceable
method.On July 16th, 2015 our site was updated to show
the new return/exchange 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 the
customer opt to exchange, we’re happy to help find new styles or items to try.

We understand the customers frustration and apologize for this situation however our Customer Service Management team are all in agreement.  This customers order is in accordance with our return/exchange guidelines and the only way we are able to credit the customer back the restocking fees is if the customer orders two new items which we will still consider exchanges for the original items sent back.

We would like to thank the customer for reaching out to us! We would be happy to help this customer receive a refund. We are very sorry to hear that the customer received the wrong item. We have gone ahead and initiated the return for order [redacted]. Within the hour the customer will receive an...

email to the email address on the file with the link to a pre-paid [redacted] return shipping label and return instructions. If the customer need more assistance with this return, we encourage them to contact us.

Please apologize to customer for any inconvenience. Our warehouse reshipped these shoes today for delivery tomorrow, 12/22/17. The [redacted] tracking number for the package is [redacted]. We apologize again for the 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].
  I was not notified about the return policy change.  I do not consider an "unnoticed" small print notice satisfactory.  why would I think to read the hidden small print to see if the company "secretly" changed its policy.  not a good or fair business practice. 
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 appreciate that ShoeBuy.com thanks me for my business, but do not see that representatives from the Customer Service department there are sorry that I have had a poor experience with this company.  If they truly were sorry, they would accept my return, place the shoes into a different shoebox, and resell them.  I say this especially because ShoeBuy.com acknowledges in this complaint response that the shoes were “in a new condition” when they arrived back at their distribution center in Boston, but were still “deemed” to be damaged despite this fact.  That’s bologna.  Besides that, I offered to pay for a new shoebox when I called to inquire about my return status.I am furthermore glad that someone “appreciates” my frustration, but that won’t refund my money, and I do not plan to increase my own personal shoe size to a men’s 15.  What I don’t appreciate (in addition to the lack of a resolution in-general) is that whomever responded to my Revdex.com complaint has attempted to explain “company policies” to me; I am a Human Resources Director and Generalist with over 10 years of Customer Service and Employee Management experience, in several different private and public environments.  I know policies.  I help to create them and communicate them to employees.  Being able to admit that a policy doesn’t work or needs to be amended is a very important part of policy-making.  With that being said, those of us who strive to provide good customer service should first and foremost understand that, in business, sometimes a company must take a small loss (though I wouldn’t call this a loss since there’s nothing wrong with the shoes, as they said) to ensure that their customers are satisfied.  I have not “delighted” in my purchase from ShoeBuy.com, and there is nothing anyone there can say to change my mind.  ShoeBuy and its lack of flexibility with regard to “policies” are abhorrent, and I want to restate that I will never purchase anything from ShoeBuy again.  If there is nothing else the Revdex.com can do for me, I'd appreciate being made aware (Unlike how ShoeBuy never contacted me to tell me that the shoes were being sent back to me, and I had to find out by calling to inquire about the refund I was expecting.).
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 am appalled at being held financially responsible for receiving a pair of shoes that were shipped to me damaged from the manufacturer (as stated previously the soles of the shoes were in perfect condition, yet there was no paper in the box received at all. My mistake was trusting that the product was "new" and not examining the shoes more closely), and subsequently accused of lying about this when I called to find out why and tell Shoebuy I had not worn them.Since Shoebuy for some reason decided they no longer wanted me as a customer by not accepting the fact that the manufacturer sends out damaged shoes, and held me responsible for them financially, I am not surprised they did not also want to practice good customer care and refund me for the "restocking fee" that was suddenly changed. Clearly, they are not interested in keeping the business of their long term customers. I sincerely hope that the Revdex.com decides to support me and lower their rating, and post this message as a warning to other customers. 
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. 
 
What they are saying here is not what they are saying in the e-mails written to me. They say I can only exchange SIZE (which is not available in the correct size at this time for the blue boot) and if I attempt in the green boot, it doesn't allow an even exchange. The policy is deceitful since it won't allow an even exchange. I will continue to wait for the blue boot in a size 7 and will call regarding the green boot to see if an even exchange for color will be done over the phone. 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 customer for any inconvenience regarding our restocking fee. Our return policy is very clearly provided to our customers in the customer service section of the website. We will be waiving two of the three restocking fees for this return as a onetime exception. Customer will...

have to place an exchange order if the third restocking fee is to be waived. 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].  I ordered [redacted], was billed for the [redacted] shoes (109.95$), and received my SISTER'S [redacted] shoes which she ordered a week after I've ordered the aforementioned [redacted] shoes.My sister WAS NOT BILLED for any order NOR DID SHE RECEIVE ANY SHOES.Am willing to provide the relevant credit card bill from MY card, ending in [redacted].Regards,
[redacted]