The Shoe Mart

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 Sincerely, Jason Peters

Again, we shipped the product to the address that the customer instructed us to, and it was successfully delivered to this address [redacted] thoroughly investigated each one of the customer's multiple claims, and they sided with Shoemart in every one of these instancesThe customer has claimed three completely different scenarios (Item Not Received, Item Significantly Not As Described, and Unauthorized Transaction), which is extremely suspiciousThe contradictory nature of these claims certainly points to attempted fraudAgain, of course, we are unable to issue a refund without the customer returning the unworn productAlso, with all due respect, purchasing another pair from a different company has nothing whatsoever to do with this order and the fact that this customer is clearly attempting to abuse the claims systemThank you again

Complaint: ***
I am rejecting this response because:Tracking having shown as delivered is not a guarantee that delivery was madeAnd it is the simple ignorance of the business in question to believe otherwise. And answer me this, if I did in fact receive my order than why pray tell did I have to place another order for the exact same boots through another company? (I've included my receipt for said order to prove as much)Accuse me of fraud all you will, I know I am in the right here. I did place a complaint with ***, that fact has already been well established. And I did dispute their decision on the matter with the choice of "incorrect order/missing parts" BECAUSE they did not present me with a choice to file it as otherwise, NOT because I received it.I DID call my card company to report the transaction because it was clear the parties involved (Paypal/Shoemart) were going to be of no help in getting me my money back for something I NEVER receivedAs stated previously I placed an order for the same boots from another company, and that company was JackThreadsNow I placed that order March 23rd with them, and I've included a screen capture of my order shipment email, and the provided tracking # is ***Now tell me what reason would I have to do that if I had in fact already received the exact same item from Shoemart? I personally can not see one.
Sincerely,
*** ***

This customer ordered this item through our website on 2/25/We shipped it to the address he provided on 2/25/via *** SmartPost, and it was successfully delivered on 2/29/All correspondence with this customer has been extremely suspiciousFirst, he claimed to have not received the
package and filed a claim with *** on 3/11/*** thoroughly reviewed the case and decided it in our favor on 3/16/16, as the tracking information clearly showed successful delivery to the correct addressThe customer then appealed the case that same day, stating that he did, in fact, receive the product but that it was "Significantly Not As Described." Despite the contradictory nature of the claim, we tried to work with him and responded to the appeal by granting him approval to return the item to us for a full refundWhen *** requested the return tracking number from him, he provided the ORIGINAL tracking number that we used to ship him the productAgain, due to the extremely suspicious nature of this claim and apparent attempt at fraud, *** closed the case in our favor on 3/26/On 3/29/16, the customer then tried a third time by asking the card issuer to reverse the payment, stating that the transaction was unauthorizedOf course, this is clearly not the case, as the customer previously acknowledged purchasing these shoes, so *** denied his case once again.As you can clearly see, this is all extremely suspicious and points to attempted fraudThe customer claimed a total of three different scenarios: first, he said that he never received the package at allThen, he said that he did receive it but that it was not as describedAnd, finally, he claimed that it was an unauthorized transaction and that he never made the purchase at all*** thoroughly investigated each of these claims and found no evidence whatsoever with regard to these claimsAll of them were denied to the buyerAt Shoemart, we pride ourselves on providing superb Customer Service, but, in this case, a refund simply isn't dueWe shipped the product to the address the customer provided, and it was properly deliveredWithout the customer returning the unworn product, of course, we are not able to issue a refundThank you very much

Complaint: ***
I am rejecting this response because:
Tracking having shown as delivered is not a guarantee that delivery was madeAnd it is the simple ignorance of the business in question to believe otherwise.
And answer me this, if I did in fact receive my order than why pray tell did I have to place another order for the exact same boots through another company? (I've included my receipt for said order to prove as much)
Accuse me of fraud all you will, I know I am in the right here.
I did place a complaint with ***, that fact has already been well established.
And I did dispute their decision on the matter with the choice of "incorrect order/missing parts" BECAUSE they did not present me with a choice to file it as otherwise, NOT because I received itI DID call my card company to report the transaction because it was clear the parties involved (Paypal/Shoemart) were going to be of no help in getting me my money back for something I NEVER received
As stated previously I placed an order for the same boots from another company, and that company was JackThreadsNow I placed that order March 23rd with them, and I've included a screen capture of my order shipment email, and the provided tracking # is ***Now tell me what reason would I have to do that if I had in fact already received the exact same item from Shoemart? I personally can not see one.
Sincerely,
*** ***

Hello MrPeters,
I'm sorry for the trouble you are having with your order. I spoke with customer service and the owner of the company on this. We will be shipping you a new pair directly from the *** factory. We've also given ***
instructions to inspect the pair before shipping it out to you to make sure it's in perfect condition. Customer service will be following up with you via phone or email with all the specific details
When customers return *** shoes, specifically, and claim it has a defect, the owner of the company likes to personally inspect them. He works in another location and sometimes it may be a couple days before his next visit to our warehouse location. We understand this can delay your return from being processed a bit which is why we state on our website that returns can take up to business days to be processed once they arrive in our warehouse. You can view that information in the link below (the same place you went to get the RMA):
***-Once your return is received and inspected,your refund will be processed and a credit will be
automatically applied to your credit card or original method of payment within 7-business days
Please note that depending on your credit card company, it may take an additional 2-business days
after your credit is applied for it to post to your account.We received your return on February 28th, making March 13th the 10th business day. We will definitely have your return processed by that time. I hope this clears up the issue. Please feel free to contact us if you have any additional questions on this. Thank you,

This customer ordered this item through our website on 2/25/16. We shipped it to the address he provided on 2/25/16 via [redacted] SmartPost, and it was successfully delivered on 2/29/16. All correspondence with this customer has been extremely suspicious. First, he claimed to have not received the...

package and filed a claim with [redacted] on 3/11/16. [redacted] thoroughly reviewed the case and decided it in our favor on 3/16/16, as the tracking information clearly showed successful delivery to the correct address. The customer then appealed the case that same day, stating that he did, in fact, receive the product but that it was "Significantly Not As Described." Despite the contradictory nature of the claim, we tried to work with him and responded to the appeal by granting him approval to return the item to us for a full refund. When [redacted] requested the return tracking number from him, he provided the ORIGINAL tracking number that we used to ship him the product. Again, due to the extremely suspicious nature of this claim and apparent attempt at fraud, [redacted] closed the case in our favor on 3/26/16. On 3/29/16, the customer then tried a third time by asking the card issuer to reverse the payment, stating that the transaction was unauthorized. Of course, this is clearly not the case, as the customer previously acknowledged purchasing these shoes, so [redacted] denied his case once again.As you can clearly see, this is all extremely suspicious and points to attempted fraud. The customer claimed a total of three different scenarios: first, he said that he never received the package at all. Then, he said that he did receive it but that it was not as described. And, finally, he claimed that it was an unauthorized transaction and that he never made the purchase at all. [redacted] thoroughly investigated each of these claims and found no evidence whatsoever with regard to these claims. All of them were denied to the buyer.At Shoemart, we pride ourselves on providing superb Customer Service, but, in this case, a refund simply isn't due. We shipped the product to the address the customer provided, and it was properly delivered. Without the customer returning the unworn product, of course, we are not able to issue a refund. Thank you very much.

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.
Sincerely,
Jason Peters

Again, we shipped the product to the address that the customer instructed us to, and it was successfully delivered to this address. [redacted] thoroughly investigated each one of the customer's multiple claims, and they sided with Shoemart in every one of these instances. The customer has claimed three completely different scenarios (Item Not Received, Item Significantly Not As Described, and Unauthorized Transaction), which is extremely suspicious. The contradictory nature of these claims certainly points to attempted fraud. Again, of course, we are unable to issue a refund without the customer returning the unworn product. Also, with all due respect, purchasing another pair from a different company has nothing whatsoever to do with this order and the fact that this customer is clearly attempting to abuse the claims system. Thank you again.

Review: The Shoe Mart Advertised a Price on a pair of Alden shoes for $ 384, they normally retail for $ 488. I added the item to my cart, paid for the item via paypal. It gave me an order number of 751055. I called to check on things and was told they would not honor that price, I spoke to [redacted] She placed me on hold to talk to her manager and they said they would not honor the price. I asked if I could speak with her manager and she stated they were not in. I said but you just spoke to someone, and she said yes from another department, I asked If I could speak to that person, and she said NO. She refused to honor the price of an item they had, and refused to lest me Speak to the Manager. Their customer Service is horrific, and they should honor that price, what they are doing is illegal. This is false advertising.Desired Settlement: I want the item sold to me @ the price they advertised.

Business

Response:

Hello,

I'm very sorry for the confusion with this order. The pricing was an error on our part and should not have happened in the first place. Our customer service team was not prepared to handle the matter because it's something that usually doesn't come up. It was our mistake and we did end up honoring the price (before receiving this complaint, I would like to add) because it was the right thing to do. Please contact us and let us know if there is anything else that we can do to help you with this. Otherwise, please update your complaint to resolved.

We've very sorry for the frustration and confusion with this order. Thank you for your business!

Review: Purchased and expensive pair of shoes and was instructed by The Shoe Mart to return the merchadise via their fancy RMA system. They now have had the merchandise for 5 days and still no refund or exchange. Customer service will only say the owner themselves have to inspect the defective product but the owner is never in. Although they will lie and say the owner will be in the next day and then the next day etc etc. Customer service is terrible. I will have to charge back this transaction just to get this company to acknowledge they have an upset customer.Desired Settlement: I would like my money returned to me or a new pair of the same boots I purchased and without defect.

Business

Response:

Hello Mr. Peters,

I'm sorry for the trouble you are having with your order. I spoke with customer service and the owner of the company on this. We will be shipping you a new pair directly from the [redacted] factory. We've also given [redacted] instructions to inspect the pair before shipping it out to you to make sure it's in perfect condition. Customer service will be following up with you via phone or email with all the specific details.

When customers return [redacted] shoes, specifically, and claim it has a defect, the owner of the company likes to personally inspect them. He works in another location and sometimes it may be a couple days before his next visit to our warehouse location. We understand this can delay your return from being processed a bit which is why we state on our website that returns can take up to 10 business days to be processed once they arrive in our warehouse. You can view that information in the link below (the same place you went to get the RMA):

-Once your return is received and inspected,your refund will be processed and a credit will be

automatically applied to your credit card or original method of payment within 7-10 business days.

Please note that depending on your credit card company, it may take an additional 2-10 business days

after your credit is applied for it to post to your account.

We received your return on February 28th, making March 13th the 10th business day. We will definitely have your return processed by that time. I hope this clears up the issue. Please feel free to contact us if you have any additional questions on this. Thank you,

Consumer

Response:

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

Sincerely,

Jason Peters