Shoes.com

We would like to thank the customer for reaching out to us about this issue and assure her we are committed to resolving this. Normally our exchanges charge the customer for the exchange item immediately so that we can ship it out as fast as possible. Then once we receive the item that the... customer is returning, they get a full refund. Due to a miscommunication, we believed that this customer wanted to wait until after we processed the refund to be sent the exchange. This is a common request as some customers would prefer to be refunded first before having the exchange order placed and charged. Once we received the returned item, we issued a full refund back to the original method of payment and started the new order for the exchange. We were unable to process the exchange due to the card being declined. At this time the customer has received a full refund. We cannot guarantee how long it will take the customer’s financial institution to process the refund. Most banks process refunds within 5 business days. If the customer would still like an exchange, we will need to place a new order and charge for the new item. We will still honor the 30% discount on the new order. (Participating brands only). Again, we sincerely apologize for the misunderstanding regarding our exchange process.

We appreciate the customer’s suggestions about our websiteUnfortunately we are unable to list our entire return policy during checkoutOur return policy, as well as all of our other polices and legal information can be found under the “HELP” tab at the top of our websiteWe sincerely apologize for any disappointment our return policy has causedIf the customer does decide to process an exchange for any of our over 130,items, we would be happy to help her with thisAgain, any straight returns are subject to a $restocking fee

We would like to thank this customer for shopping with us and apologize for this frustrating experience We have requested a full credit in the amount of $to be credited back to the customers original payment method We ask the customer allow up to business days for this credit to show on their statement Again we are very sorry for the delay in getting this return resolved and hope to work with the customer in the future

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 belowthe item is defective the size is off from other genuine [redacted] hats and the lining should not be visible Regards, [redacted]

We would like to thank this customer for shopping with us and we appreciate his 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 130,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 understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may causeShould he opt to exchange, we’re happy to help him find new styles or items to try

We apologize for this customers frustrating experience When an item is not accepted back we take multiple pictures to document why they return was not accepted We have reviewed this customers images and conclude the shoes were worn and cannot accept them back We have credited the customer $since we cannot accept the shoes back This credit was done on 5/17/

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. "wide calf" is not a difference in color, and the fact that everywhere else on your website denotes boots that are wide calf in the item description makes this far more difficult to understand. The only indication that these boots were wide calf was in the COLOR (again this is not a difference in color) where it shows "dark brown extended". How would someone not simply believe this was an extended dark brown color when it nowhere indicates 'extended CALF'?? In addition, the description gives the dimensions of the regular calf boot, which again is simply incorrect and falsely advertising the product you sold. Extended calf is not a color choice, and the wording NEVER indicates it is related to the calf - only an extended color. Based on this I would ask that you please reconsider my request for a return so that we may settle this without further action. 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 The business never saw fit to inform it's customers of a MAJOR policy change, and to this day, keeps the restocking fee essentially hidden "Misspeaking" is the smallest problemI am seeking a full refund of the entire amount I paid [redacted] - just to name a few online major retailers, do not charge a restocking fee or other hidden return fees Regards, [redacted] ***

Again we do apologize for this frustrating experience Unfortunately we are unable to locate the phone call the customer made to our office on August 25, so we cannot determine if the customer ordered the wide or extra wide shoes Due to this we will credit the customer back the total for order number [redacted] We are unable to accept the other shoes back (order# [redacted] ) due to being past the day return period

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 am extremely disappointed in the response received by Shoes.com Basically this boiled down to my word against some pictures they took I would have not gone to all the trouble and time to contact the company several times as well as the Revdex.com if I was not absolutely certain I returned the boots in their original box Also, I guess the fact that I know I put the return label on the side over their shipping label and their picture shows it on the top of the box where it was taped shut means nothing to them I guess the days of the customer being right are gone Thank you, Revdex.com, for your prompt response to my complaint Shoes.com has just lost many customers due to my unfortunate experience with them Regards, [redacted]

We would like to thank the customer for shopping with ShoeBuy and for their feedback The customer had requested a return based on the shoe being too smallDuring our return process we determined the shoes to show signs of wear and the shoebox was damagedUnfortunately we are unable to accept back worn or damaged merchandise asstated by our return policyThe shoes were sent back to the customer who requested that we conduct an image review We reviewed the images that we took of the shoes and sent the images showing the wear to the customer We sincerely apologize that the customer is disappointed in our return process

We thank the customer for reaching out to us and are sorry to hear that his return was rejectedWe have looked into the order and here is what we foundCustomer called our customer service line on Mar 3rd, days after receiving the shoes, to request a return stating that they were too smallWe sent the customer a free shipping label and received the shoes and then processed the return on March 11thDuring processing, the shoes were found to have signs and evidence of wear including dirty soles, dirt on the upper, and on the insoles inside of the shoeUnfortunately, our policy states that we are unable to accept back worn merchandise so the item was returned to the customer When the customer called to contest this decision, we conducted a defect reviewThe pictures of the shoe that we took before sending them back to the customer were pulled and reviewedThe pictures confirm that the shoes are dirty with signs of wear and so we are still unable to accept the shoes backIf the customer had received the shoes in that state, we would have needed to know before the return was rejectedAt this point, we are not able to verify that claimWe would like to reassure the customer that our decision to reject the return was made carefully and in full accordance with our policiesWe sincerely apologize for any disappointment caused by this experience

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] . 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 The customer service representative specifically told me when I called in to inquire about the "Restocking Fee" that she saw the email request to cancel but the order was processed anyway I HAVE NO REASON TO LIE!!!! It is a blatant "Bait & Switch," a rip off and meant to overcharge the consumer for an imaginary service How much do you need to pay someone to put a box of shoes, WHEN THE BOX WAS NEVER EVEN OPENED, back on the shelf? Shoebuy should not be allowed to do business in Connecticut! I want a full refund of the scam "restocking fee." If necessary, I will take this to the next level - Connecticut Department of Consumer Protection I am attorney and I know what my rights are Regards, [redacted]

Please apologize to customer for any inconvenienceRegrettably, there is very little we can do to assist in this matter at this time as your package was abandoned by [redacted] at the beginning of last monthWe are not sure why they were not able to deliver your packageWe do know that all international packages require duties and taxes to be collectedThis is most likely the reason why [redacted] were never able to leave the packageWe would recommend working with [redacted] in Ireland on this issue since this is more of an issue related to their service than it is of shoes.comPlease apologize again to customer

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 have already escalated this to my bank who will (or already has) contacted youIt is unacceptable that you are pushing this off on the customerI have never worked with a company that basically placed blame on the customer and did not have some sort of insurance in place to take care of an event like thisI first contacted the company on October and I am still waiting for it to be resolvedThankfully, my bank agreed with me that this was all very unacceptable and is helping me get my money backI will never do business with shoes.com again and will warn everyone I know about their shady business practices Regards, [redacted]

Then I want a prepaid shipping label to return the one pair they sent, since I cannot use themAs I specified, I need TWO matching pair of slippers, as I have twinsI also find it funny they suddenly can't supply the item, when it is still on their website, and this statement came only after I asked for a refundThis entire incident has been COMPLETELY UNACCEPTABLEI told them WEEKS ago they needed to get the second pair to me BEFORE they claimed they were sold out, yet they dragged their feet and gave me the runaround until I involved the Revdex.com, and now they are STILL not providing a reasonable solutionIs there another style of boys slipper in the size I need that they CAN send two of?!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 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] If you look at [redacted] 's sight, nowhere does it say there is a $restocking fee PER SHOE, regardless if one orders pairs at one timeAs this is a new policy, they should state CLEARLY on the home page about this $chargeNot that one has to go digging in their return policy page, and then further, to find this informationEspecially when this was not always their policyEnclosed is a copy of their pageThis is DECEPTIVE practice! Regards, [redacted]

We sincerely apologize for any confusion regarding the customer’s orders. We have double checked, and the customer should have no issues placing her exchange for a new size and color. The way exchanges are normally done online, is that the customer would be charged immediately for the new... item so that we could process and ship that out to her as soon as possible. Then, once we received the original item that she is returning, we would issue a full refund back to her. If the customer is unhappy with that option, we would be happy to process a manual exchange. In this case, we would receive the returning boots first, issue a full refund for those, and then place the new order and charge her for the new item. In both cases the customer would still receive the same discount that she initially received. Our normal exchanges can be done by the customer online or by our customer service department. For a manual exchange, the customer would need to let us know what size and color she wants.

[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 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]