Shoes.com

Customer satisfaction is extremely important to us, and we want to make this right for Ms [redacted] According to our records, for order #placed on 4/24/we authorized a refund of $to Ms [redacted] 's [redacted] ending in [redacted] on 5/6/15; for order # [redacted] placed on 5/6/we authorized cancellation of the pre-authorization charge of $to Ms [redacted] 's [redacted] ending in [redacted] on 5/6/15; and for order # [redacted] placed on 5/19/we authorized a refund of $to Ms [redacted] 's [redacted] ending in [redacted] on 5/22/Typically, it can take - business days (Monday through Friday, excluding holidays) for a refund to post to a customer's account after we have processed their refundThis is conditional on their financial institutions’ policiesWe'd be happy to provide Ms [redacted] with the credit authorization numbers, or fax these to her financial institutionMs [redacted] 's email address "jocb at verizon.net" was unsubscribed from ShoeBuy promotional emails on 5/22/It may take up to business days for this to process, and we apologize for any inconvenience this may causeWe sincerely regret the poor experience Ms [redacted] has hadThis unfortunate situation will be used to teach our staff how to assist each and every customer with careful attention so that these rare circumstances are never repeated

We would like to thank the customer for shopping with us and appreciate their feedback about the return policyOn 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 is listed under the Returns section of our Help pageWe do not hide the restocking fee, and list it in bold at the top of our returns page The new policy went into effect on August 1, 2015, and all purchases made on August 1, or after are subject to our new return policyOur policy enables customers to choose from any items in our inventory until we find an item they will love – more than a million items - whether that’s a different shoe or perhaps a bag or coatIn the event the customer prefers not to exchange for a new item, there is a restocking fee.We want to assure the customer that our decision to not waive the restocking fees on their order was made carefully and in accordance with our guidelines

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 reject his statement because he replied ONLY when turned in to the Revdex.com as others have pointed outI did finally get my refund after way too much effort 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 As for the hang ups there was no problem with the phone, the only problem was the representatives was rude and not willing to listen to what the customer had to sayAs for the exchange I was told by [redacted] that once they received the incorrect item back they would send the correct order outshe wanted to charge my card on that day to rush the correct order out and I said NOHere it is the first and the charge is still pending on my account it has not yet fell offI think this is crazy that my card was charge without permission and money is being held out of my account and the company thinks this is ok] 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 Firstly, this policy is excessive and appears to be a bizarre punitive effort made by ShoeBuy (which has been extensively documented by a tremendous number of ***et customers in a basic internet search of the Company.) To charge $per shoe to restock each item in a single order is unnecessarily costly to a consumer and is simply revenue generating at the expense of the customersSecondly, I tried to 'play by the Company's rules' and make exchanges for each of the items The process to exchange has been extremely burdensome I went through the exchange system and a banner appeared stating that my order would be counted as the exchange transaction At checkout, the company requires you to pay in full (beyond the money already laid out, i.enot net the return) and once the item is returned they will reimburse Then they send an email confirming the order and stating a separate email will be sent with the exchange label Across three separate exchange orders, not once was such a label sent I contacted customer service, who blamed me for ordering without exchanging - though my screen and receipt indicate exchanges! They never sent the labels for of the items even after stating they would correct the issue So I am still stuck with all of these shoes and restocking fees and now potentially more charges for new shoes! The Company said that for the two that they emailed exchange labels, I should not use those labels until I send the order numbers for the new orders, otherwise they would charge restocking fees I sent these order numbers days ago and the Shoebuy is NON RESPONSIVE NOT ONLY IS THEIR STATED POLICY ROBBERY AND A SCAM, BUT WHEN ONE FOLLOWS THEIR SYSTEM TO EXCHANGE YOU ARE LED INTO A FURTHER SCAM OF CHARGING FOR MORE MERCHANDISE WITHOUT ENABLING THE EXCHANGE 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 belowI would like this inquiry closed and for it to reflect that I don't accept the response Regards, [redacted]

We sincerely apologize that the customer has not received her package When a customer reports a missing package and the tracking shows that it has been delivered, it is our protocol to open an investigation with *** We have opened this investigation and [redacted] has informed us that they will have the results by 4/or sooner Once the tracer investigation is completed, we will email the customer with the results We apologize that the customer is unsatisfied with this resolutionUnfortunately this is the procedure we must adhere to in situations like this

Please apologize to customer for any inconvenienceWe have canceled this order and issued a refund for the shoes today, 12/18/Customer can expect to see this refund posted on Visa account in the next 3-business daysWe apologize again for any inconvenience and confusion caused

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 The reality is that I have the item purchased on [redacted] waiting for you to ship you have the item on your website so I know you have it in stockSo why cant you ship the item I bought [redacted] sees the sale they see the transactionThey are investigating your [redacted] businessRight now I have proof I purchased the item and it is supposed to have been shipped and here already but it has not been shippedYou have NOT given any reason why you can not honor your sale on ***I have the [redacted] transaction I have sent you all the receipts and still you do not follow through on the saleThis is something you advertised and sold to me and this is the third time I have bought this item on [redacted] and you have not shippedI what a good explanation of why you are NOT SENDING THE ITEM WHICH YOU SOLD TO MEYOU NEED TO SEND ME THE ITEM I PURCHASED FROM YOUR SIGHT IN GOOD FAITHTHREE TIMES!!!!THAT YOU ADVERTISED!!!!! IT SEEMS SIMPLE TO ME AND TO THE [redacted] STAFF...YOU NEED TO SEND THE ITEM Regards, [redacted]

Thank customer again for her patronageWe will be crediting back $for the express shipping chargeCustomer can expect to see this credit posted on her method of payment in the next 3-business days

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 Attached is exactly and precisely what was on the Shoebuy.com website the day I purchased the item I returned following to the tee all instructions and steps outline in the policy Despite this Shoebuy extorted money from my [redacted] account without my consent, my authorization, or my permission As seen from hundreds of complaints filed with this Revdex.com and hundreds of reviews all dealing with the same issue, there is no doubt that the business model of this company is predatory I only wish I would have checked and trusted the myriad of complaints and reviews rather than the website promises of Shoebuy.com Regards, [redacted] ***

We would like to thank this customer for shopping with us and we appreciate her feedback about the return policy On 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 is listed under the Returns section of our Help pageThe new policy went into effect on August 1, 2015, and all purchases made on August 1, or after are subject to our new return policyOur 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 coatIn the event they prefer not to exchange for a new item, there is a restocking feeWe want to assure this customer that our decision to not waive the restocking fees on her orders was made carefully and in accordance with our guidelinesWe understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may causeShould she opt to exchange, we’re happy to help her find new styles or items to try

Again we would like to apologize to the customer for this frustrating experience as we are unable to send the item the customer wants As our policy states for a Price Match : The website where you find the lower price must be a legitimate business and cannot be an auction site or private event sale [redacted] is considered an auction site We are unable to match prices on ***, even for items we list.We are working with our representative at [redacted] to make sure this situation does not happen again.Again we are sorry for this and have made sure the customer has been credited back in full If the customer does not see all of the credits back we ask the customer to contact our customer service department

We apologize to the customer for any inconvenience experiencedWe will be refunding the customer for this orderCustomer can expect to see refund posted on [redacted] account ending in [redacted] in the next 3-business daysWe apologize again for any inconvenience

We would like to apologize for this frustrating experience We are also sorry for this customer receiving a pair of shoes that were already worn These shoes should never of been sent to the customer and we will work with our warehouse to make sure this does not happen again We will credit the customer back the $they paid once the item is received and processed at our warehouse Again we are very sorry for this situation

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 would like the company to comment on how quickly my credit card will be refunded The 45-day window given by their "customer service" is completely unacceptable Also, their website states I would receive an email when the shipment was sent and I haven't received that However, an email they originally sent me said my CC would not be charged until the shipment was sent This emails are contradictory and very confusing to the consumers Regards, [redacted] ***

We apologize to the customer for any inconvenience experienced and the for the poor service receivedThis is definitely not a way in which we pride on running our businessPlease have the customer tell us here what is being requested and we will be happy to assistCustomer can also e-mail [redacted] with her concerns and inquiries as wellWe apologize again for any inconvenience

We can certainly appreciate this customer’s frustration as they were not able to exchange an item for the size they wanted to try; however, ourpolicy enables our customers to choose from any items in our inventory until we find an item they will love – more than a million items – whether... that’s adifferent shoe or perhaps a bag or jacket. In the event a customer prefers not to exchange for a new item, there is a restocking fee.On July 16th, 2015 our site was updated to show the new policy to make sure customers would know in advance. Our homepage says “freeshipping + 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. 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 apologize to this customer for the delay in receiving there shipping credit. We did process the credit back to them on 9/2/16 however due to a technical error the credit did not go through, however in our system it showed it did. We continued to investigate the return credit and was... able to correctly credit the customer back on 9/22/16 in the amount of $15.61, transaction ID [redacted] . This credit should of posted to the customers account by now, if for any reason they still do not see the credit we ask the customer to contact us immediately.

As stated in previous correspondence, we did not deduct $from the return creditThere is nothing that we can credit backPlease apologize to customer for any confusion