Shoes.com

Please apologize again to the customer for any inconvenienceWe are having trouble refunding the customer for this order because he has two methods of payment on file for this transactionWith customers permission, we can charge the customers [redacted] account ending in [redacted] for this order and then refund the [redacted] account on fileWe apologize for any inconvenience and confusion

This business is unwilling to refund their restocking fee, which I was unaware of when placing the orderTherefore this complaint will remain unresolved unless and until they are willing to refund the $restocking fee[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 don't have time to waste Your managers have already agreed together as to how to handle my complaint; DO NOTHING that would amount to any remorse on the company's part or make an attempt at customer satisfaction How could you possibly feel that refunding my purchase price is all you need to do to resolve this matter after you sent an item to my home that causes cancer and birth defects without informing me of this before I purchased it I would never keep these shoes or give them to anyone else, and besides no one in their right mind would want to risk contracting cancer or harming their unborn child for a pair of shoes How dare you think you have done me some sort for of good turn for the equivalent of sending toxic waste to my home and inconveniencing me I don't care if the shoe cost a penny, that does not excuse your deceitful sales practice and belittling the fact that you sent an item that you were fully aware causes cancer and birth defects Regards, [redacted]

We would like to apologize to this customer for not being able to accept the shoes back When an item is not accepted back our warehouse documents the reason with multiple pictures These images have been reviewed and they show dirt on the soles and the heels of the shoes are scuffed This means we would not be able to resell the shoes as new and cannot accept the shoes back Per our policy return items must be in new condition Our policy can be read at https://www.shoes.com/info/returns#policy

First and foremost we apologize for the delay in responseWe were conducting an investigation on this order and that investigation was just completed todayAccording to our records, the customer never requested to return this item and we did not send her a shipping labelWe received the shoe in our warehouse in an unmarked brown box around October 5thSince the original shoe box was not included and the order was past our day returnpolicy, the return was rejected and sent back to the customer as is We would be happy to look into where the package was for monthsTo do this we would need the address the customer mailed it to, and the tracking number that she was givenAgain, we apologize for any confusion and look forward to looking into this matter further for the customer

The policy is accessible in one click by clicking on “returns” on our homepageWe did announce the change two weeks prior on our site to ensure our customers were informedWe appreciate this customer responding with her candor about the policy change, and we will share this will the appropriate internal teams

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 First of all it is for sale on your site so you have the item Second I rebought it AGAIN ON [redacted] YOU KEEP SELLING IT THIS TIME IT WAS ON SALE FOR AND IT OF COURSE HAS NOT BEEN SHIPPEDSO YOU CONTINUE TO ADVERTISE THE ITEM AT A LOW PRICE AND DONT SEND IT ...WHILE YOU HAVE IT IN STOCKYOU HAVE A GUARANTEE THAT IS USLESS SINCE YOU ADVERTISE THAT IF YOU FIND THE ITEM FOR LESS ADVERTISED PRICE YOU MATCH ITSO YOU DONT LIVE UP TO YOUR GUARANTEE EITHERI HAVE ATTACHED THE CURRENT INVOCIE I HAVE WITH YOUR COMAPANY I PURCHASED ON [redacted] THAT YOU ADVERTISED FOR THE THIRD TIMEYOU NEED TO SEND THE ITEM...I CAN GO ON YOUR WEBSITE AND SEE YOU HAVE IT AND YOU KEEP ADVERTISING IT ON [redacted] THAT IS HOW I BOUGHT ITYOU ARE THE ONES SELLING THE ITEMI BUY AND SELL ON [redacted] FOR YEARS I HAVE NEVER HAD THIS KIND OF PROBLEM WITH ANY SELLERWHEN YOU CANCELLED MY ORDER ORGINALLY YOU RELISTED IT FOR SO YOU HAD THE ITEM BUT THEN YOU LOWERED IT I BOUGHT IT AGIAN AND YOU HAVE DONE THIS NOW TIMES AND I AM SURE YOU WILL NOT MAKE GOOD AND SEND ME THE ITEM I PAID FORREALLY CANT YOU JUST SEND THE ITEM....LOOK AT YOUR WEBSITE YOU HAVE IT YOU ADVERTISE THAT YOU HAVE IT 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] You sent me labels with the same order # on them I still need a return label with order # [redacted] on it for the second pair of shoes to return them Regards, [redacted] ***

We would like to thank this customer for shopping with us and apologize they received the incorrect item Order [redacted] was credited back to the customer on 5/25/in the amount of $ If the customer does not see this on their statement yet we ask they please allow up to business days for the credit to post Order [redacted] per [redacted] one item was delivered on 5/31/and the second item is expected to be delivered on 6/2/

First we would like to thank the customer for shopping with us and apologize for any confusion regarding our proceduresThe customer placed an order for the [redacted] Napa Flat in the size on Sept 24th On October 1st we received a phone call from the customer stating that the shoe was too small and helped the customer process an exchange for a size We received the size from the customer on October 7th and refunded the customer before processing the exchange order for the size Since the size has not shipped out, we have not charged him for this item yet, although the customer may be seeing pending charges on his bank account At this time we have cancelled the exchange order for the as the customer requested and released the pending charge in our systemAs a courtesy, we have also not charged a restocking fee for the return of the size 10, even though the customer cancelled his exchange orderIf the customer still sees any pending charges in his bank account, or does not see the refund in his bank account, he will need to contact his bank to find out their policies about how long it takes these things to processNormally this is done within 5-business days Again, we do apologize for any difficulty the customer hadwith these two orders

We apologize to the customer for any inconvenience experiencedWe will be refunding this order in lieu of the tracer outcome with ***They tried to contact the customer but were never able to speak with him regarding the lost packageCustomer can expect refund to be posted on his Paypal account in the next 3-business days

Again, we sincerely apologize for any disappointmentWe would like to assure the customer that we are very thorough when faced with rejecting a return and these decisions are always made with great care

We apologize for this customer delay in being credited back We processed the return and issued a credit back to [redacted] on January 28, Due to an error with [redacted] the credit did not apply We spoke with [redacted] on February 2, and processed the customers credit again This time the credit was applied correctly On February 14, we again verified this credit was processed correctly

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 also contacted [redacted] s office at [redacted] which owns ShoeBuy It is clear they are not interested in correcting the QA issues they have when I told his assistant I would post an unfavorable review with her phone number her response was "you do that!" Then she hung up So I did; maybe if the home office gets enough complaints they'll take an interest to figure out and fix the problems I accept the refund but still want Revdex.com to explain how so many similar and repeat complaints averaging per month in months keeps this company an A+ rating I won't shop there anymore And I appreciate the time to look into this matter by all parties Regards, [redacted] ***

We would like to assure this customer the shoes in the pictures are the ones we received back from her When a return is processed and items appear to be worn our warehouse immediately takes photos of the items so there is no way one item can be mistaken for another item We gladly accept back many items daily that meet the guidelines of our policy, however, we could not accept this customers shoes back due to them appearing to be worn Our policy for all return items can be found at [redacted]

Please apologize to customer for any inconvenience experienced and for the late reply to this complaintWe issued a refund for the order in question yesterday, 9/28/17, to the [redacted] account ending in ***This credit will be posted on customers account in the next 3-business daysThe 8-business days that we quote customers for missing items is the time it takes *** to investigate damage claims or missing package claimsThese times are provided to us by *** themselves

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 I would just point out that the restocking fee for the Bruce shoes is not being waived as a courtesy; the shoes were sent back as an exchangeBy now, I have returned both pairs and realized the credit on my charge cardThank you for your help 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 resolvedI am returning the two pair of shoes I ordered for a change in size I do hope that this process goes smoothly and I get the shoes I am worried I had to request that the money for both pair of shoes that I paid double for was returned, and had to call again to get it, but finally did I had to call three times to get the return labels for the exchange before I got them, so am worried, but at the moment, they don't owe me any money, just two pair of exchanged shoes 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] This was a very frustrating experience I had with the customer service and there was no confusionI want a refund for the [redacted] shoes Regards, [redacted]

We would like to thank this customer for shopping with us and we appreciate their feedback about the return policy Our policy 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 altogetherOn July 16th, our site was updated to show the new policy to make sure customers would know in advanceOur homepage says “free shipping + free exchanges” and the entire policy was announced and listed under the Returns section of our Help page The customer also agreed to our polices including the restocking fee when they placed the order on the websiteAs 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 feeIn accordance with our guidelines we are unable to waive any restocking feesWe understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may causeShould they opt to exchange, we’re happy to help them find new styles or items to try