Vision Retailing, Inc.

Hello, We have spoken to the customer and his wife todayWhen we received the boots back for a return the boots had been worn and the bottoms were all dirtyThe customer did inform us that he had been wearing the boots in his garageWe have returned the boots back to the customer todayAs
our policy states all returns must be in original unworn condition to be accepted backOur return policy is listed on the website and also on the return forms. Thank you, *** *** ***http://www.shoeline.com/customerservice.aspx

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 # ***
The boots were worn inside the house If there was 'dirt' on the bottom of the boots, it would have been no more than could have been wiped off with a towel, since it was indoor 'dirt.' The first conversation with customer service said the boots were 'very worn', had a very bad odor, and a nick in the toe.' When I spoke to them, they said the bottoms were dirty and the toes were scuffed The explanation keeps changing, and none of which add up to boots being worn inside the house Shoeline had the boots in their warehouse for a week, no contact with us was made whatsoever to explain that the boots were being returned They advised me that it is the customers responsibility to call for the status of their return I have no idea how the shoes were handled while in the warehouse, but there is no reason they should not be resellable Their return policy states shoes must be in original, unworn condition It is impossible for a customer to know if the shoe fits without wearing it Shoes must be tried on! It should be a reasonable expectation that the customer will put the shoes on their feet As our boots were NOT worn outside of the house, there should be no reason the boots cannot be returned for a full refund. I read another customer complaint on the Revdex.com site indicating the same exact issue- customer was told shoes were 'worn.' Perhaps Shoeline would be better served to update their return policy to explain to customers that shoes should not be placed on your feet if you want to return them
Regards,
*** ***

To whom it may concern: We did speak with Mr. [redacted] on multiple occasions. The customer called in on 10/24 asking about his exchange. At this point, we had not received them and we did ask the customer if he could provide us with the tracking number for the package coming back to our warehouse...

and he could not. We received the boots to our office on 10/30 after our warehouse had received them in and had gone over them and did find them to be worn. We will then go over them a second time to insure there are no defects and that the product could not be accepted back as new, per our return policy. The boots had clearly been worn and were sent back to the customer with a note explaining why we could not accept them back. The customer called in on 11/1 and spoke with one of our customer care agents as well as a manager. The customer told both the customer care agent and manager that he wore them in his garage but did not get them dirty and started cursing at us stating that someone in our warehouse must have tried them on. After we explained that no one would have put them on in our warehouse, he then said that he received them in this condition. On his return paperwork that he signed, he explains the reason for sending them back as “do not like”. We do take pictures of how the products are received into our warehouse, and we do have this documentation available if needed. If the boots are received in the worn condition and a customer does not agree, we do advise them that they can try to clean them up to be re-inspected and do not guarantee that we will accept them back and we will not pay for the shipping to come back to us.  Please let us know if you have any questions. Thank you, [redacted]

Revdex.com: I figured it wouldn't change a thing.  That is unfortunate. I'm not trying to pursue this, was just hoping to give the company some advice on how to keep customers happy. I disagree with, but understand. 
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]

Good Morning,The customer returned the shoes back to use and requested a smaller size. When we got the return the shoes were dirty and worn. The bottoms of the shoes still had dirt on them. We do state on our website and on the return form the customer filled out the shoes must be in unworn...

condition. Thank you,Shoeline.com Customer Care

Hello, We have spoke to the customer a few times via the phone. The customer did receive a defective product. Our return policy is that we credit the customer for a return and charge for the new product. Regarding the credit we issue the credit the same day we explained to the...

customer it may take a few days for them to see the credit from there bank.  Below is a link to our return policy. Thank you, Shoeline Customer Care [redacted]