Shoeswarehouse

Hello MsSanges,I am sincerely sorry for the negative experience that you had with our companyWhen ordering online, you trust 1) that the company will follow through with the information not only stated but guaranteed on the site messaging and 2) that if any problem should arise, that the issue would be treating in an ideal manner with the respect you deserve as a customer and friendI apologize that the service we expect out of our customer service representatives was not given to youI have pulled the interactions you had with Nicki and we will be coaching her on how the situation should have been handled so this will not happen to anyone else in the futureI do see the Nicki did refund you the $spent on Expedited shippingI have gone ahead and refunded the $for the items that you purchased, so if you have not already returned them, please keep them for free as an apology for the less-than-stellar service you receivedWhile the standard is always held true, we coach our agents to be particularly mindful of shipping delays around holidays because we want our customers to trust us and our services to get your gifts to you when you want them.If there anything else I can do to assist you, simply respond to this message and I can personally address the matter.Have a wonderful day,Rebecca S [redacted] Customer Experience Analyst

Hi,Thank you for contacting us and letting us know of your concern Please note that we'll be updating the blog post announcing the winners and emailing them by COB today regarding their prizes.Thank you again,Heather

Thank you for your responseI hope you do make those changes to the return policy because I found it to be very frustratingAgain I am not looking for any kind of refund or anything extra all I wanted was to return the product so I could get something elseHowever what is done is done and I'm sure the useless box will be a great giftAlso thank you for the offer of a $coupon but I don't think I will need itInstead could you make a donation here, this is a close friend of mine who lost both of his parents to cancer [redacted] Thank you, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I am willing to accept this as long as it is for the full purchase amountI was offered a $refund in the intial transaction As long as this is for the full $and change amount of the order than I accept I would like to do a return for a refund Thank you Regards, [redacted]

Revdex.com: I would like a full refund including shipping,and then I will consider this resolvedI have submitted the request through [redacted] (original payment source), so you should see it todayThank you Regards, [redacted]

Hello,I am sorry to hear that you had this issue Please note that our CS team is correct, we are out of stock on this item and we do not have any more to send Please see the attached image showing that it is out of stock on our site.In addition, you didn't buy the product from us directly, they would need to refund you your money as we don't have the payment initially from you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me All items I found at fault by the company were remedied by the company Thank you very much for helping facilitate a good outcome for me, and thank you to the company for immediate response Regards, [redacted]

Hi,Please note that we can refund that amount when we have the products back We have not received them in our warehouse to refund you that amount Do you have information that you can send showing all items returned? We only have a partial.Thank you

Hi ***,I am sorry you are rejecting my previous comment I am not sure why though I had mentioned that you did receive the $credit If you want to return the goods, we can credit the full amount If not, I am not understanding what you want from this claim.Please advise since it seems you are satisfied with the $credit.thank you,Heather

From: " [redacted] ***" < [redacted] >Date: Sep 20, 5:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: < [redacted] >Cc: Hello,I put in a complaint for ThinkGeek, Inc on September 18, I had issues with the company on getting the correct item that I ordered and I finally asked for a refund to be processedThey did not email me back until after I filed my complaint.I am writing to cancel my complaint, because the business has refunded me as of today, September I no longer need to file a complaint against them, so if you could remove my complaint I would appreciate it.My name is [redacted] ***.Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: You are still not addressing my concerns1) I have waited the business days my bank told me to wait in before opening a dispute with them - which I did and I explained that I did in my last message to you, so telling me that I have to contact my bank is a moot point seeing as I told you I have already done this 2) You have not acknowledged the error your system made with my orderI provided proof of the charge, and proof of the cancellationIf you aren't seeing a charge or payment, you clearly aren't looking in the right places(I've worked in a call center in customer service, billing, retention so I know how this works....If you don't have the ability to see a charge, then you need to talk to other departments, investigate further, I am tired of hearing the same thing I heard from your call center employees.)3) You haven't attempted to offer me anything for the nightmare this has been when I've explained I JUST WANT MY MONEY BACK TO RE-ORDERTry and understand from my perspective this is what happened - I place a thinkgeek order on Nov 27thOn Nov 27th a charge is put through my account - as noted in the previously sent attachmentOn Nov 27th my order is cancelled - as noted in my original complaint messageNo order shipped, and no 272$ CAD dollars you took from my accountI would really appreciate if you could escalate this case to someone elseIts a waste of my time to be told to contact my bank, which I have already doneIt tells me you either don't care, or aren't paying enough attention to my messagesSo at this point I would rather speak with someone else within your organization Regards, [redacted]

Hi,I am sorry you had an issue with CSPlease note that our cyber monday sales did extend throughout the week Please note that I have issued you a credit to your [redacted] account for $ You paid and the item is on sale for $104.99.Thank you,

As a one time courtesy we can issue a $store credit to resolve the issue Please confirm if that is acceptable, I can have them issue it todayIt's still unclear regarding the slow responseWe looked over his ticket again - it was resolved within hours and it was never indicated that our response was too slow or missed the sale because of it In addition, we were not asked for a price adjustment in his ticketsWe missed the second question in his original ticket, but when he re-iterated and asked about it, I can see we sent a response first thing in the morning (he sent his reply at midnight), and also that he could have gotten the information he needed via the product page

Hi,I am sorry it took so long to get your refund to you Your refund should have gone to you on 3/ Please confirm.Thank you,Heather

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is barely satisfactory to me.I did speak with a CS “overload” and was able to order one of the three products that I wanted at the same price with free shipping I am unhappy that I was not able to place either of the two original orders successfully the first time and that the other two items I wanted and had inititally ordered are no longer available.While ThinkGeek’s order validation may stop a lot of fraud, it clearly stops many legitimate orders and upsets customersI know of someone else who placed an order during this sale and their order was cancelled.I was told that one of the flags was my phone number didn’t match That was becuase I had typed + the area code and number Their system should be smart enough to strip off the country code! The fact that the system saying that (for examnple) [redacted] does not match [redacted] would be a factor in an order being rejected is really inappropriateSince they have humans verify (and reject) the order, the human should have know those two numbers are the same!Had I know the was a problem and the foreign IP being a problem, I could have easily deleted the from the phone number and had a friend of mine in the US place the order for meThis is really a case of being guilty until proven innocent.The ThinkGeek rep did go out of his way to help me, but he was limited in what he could do at this point, as the items went out of stock.To further compound the problem, the sale started and my orders were rejected after customer service hours, so I was unable to contact anyone to receive assistance Regards, [redacted]

Hi,I am sorry you are having trouble with your return Please note that I see you have paid $for your item plus $for shipping for a total of $ I am not sure where you are getting your totals from Please see attached copy of your order If you wish to make the return because you don't want the item, you are welcome to return it but it is our policy that you pay the shipping fees for this return.During this time of year we try and get our packages out as fast as we can especially when they are express shipping and that is why is could not be cancelled Thank you,Heather

[redacted] [redacted] [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards, [redacted] ***

Hi,First let me apologize for all the delays you have experienced with CS. We have had some issues that we are trying to work out so that you and other customers can be properly helped in a timely matter. We are a bit behind but trying to make up the delay.Second, I am so sorry that this... has happened. We do charge restocking fees when an item is returned for not fitting. We have to repackage the item in order to sell it again which is why we charge this fee. However, Ii do see that someone is CS has already returned this to you. I hope your resolution is complete. Please let me know if you need further assistance.-Heather

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you for the timely replyAlthough, nothing was set into motion until I called and filed these complaintsMy son started school without the backpack today.I want to confirm that I will NOT be charged for the itemThis is the least you can do for all of the time and inconveniencePlease confirm that I will NOT be billed and this will be suffice and resolved.Regards, [redacted] ***