Shoes.com

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] ***

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 appreciate that ShoeBuy.com thanks me for my business, but do not see that representatives from the Customer Service department there are sorry that I have had a poor experience with this company If they truly were sorry, they would accept my return, place the shoes into a different shoebox, and resell them I say this especially because ShoeBuy.com acknowledges in this complaint response that the shoes were “in a new condition” when they arrived back at their distribution center in Boston, but were still “deemed” to be damaged despite this fact That’s bologna Besides that, I offered to pay for a new shoebox when I called to inquire about my return status.I am furthermore glad that someone “appreciates” my frustration, but that won’t refund my money, and I do not plan to increase my own personal shoe size to a men’s What I don’t appreciate (in addition to the lack of a resolution in-general) is that whomever responded to my Revdex.com complaint has attempted to explain “company policies” to me; I am a Human Resources Director and Generalist with over years of Customer Service and Employee Management experience, in several different private and public environments I know policies I help to create them and communicate them to employees Being able to admit that a policy doesn’t work or needs to be amended is a very important part of policy-making With that being said, those of us who strive to provide good customer service should first and foremost understand that, in business, sometimes a company must take a small loss (though I wouldn’t call this a loss since there’s nothing wrong with the shoes, as they said) to ensure that their customers are satisfied I have not “delighted” in my purchase from ShoeBuy.com, and there is nothing anyone there can say to change my mind ShoeBuy and its lack of flexibility with regard to “policies” are abhorrent, and I want to restate that I will never purchase anything from ShoeBuy again If there is nothing else the Revdex.com can do for me, I'd appreciate being made aware (Unlike how ShoeBuy never contacted me to tell me that the shoes were being sent back to me, and I had to find out by calling to inquire about the refund I was expecting.) 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 am appalled at being held financially responsible for receiving a pair of shoes that were shipped to me damaged from the manufacturer (as stated previously the soles of the shoes were in perfect condition, yet there was no paper in the box received at allMy mistake was trusting that the product was "new" and not examining the shoes more closely), and subsequently accused of lying about this when I called to find out why and tell Shoebuy I had not worn them.Since Shoebuy for some reason decided they no longer wanted me as a customer by not accepting the fact that the manufacturer sends out damaged shoes, and held me responsible for them financially, I am not surprised they did not also want to practice good customer care and refund me for the "restocking fee" that was suddenly changedClearly, they are not interested in keeping the business of their long term customersI sincerely hope that the Revdex.com decides to support me and lower their rating, and post this message as a warning to other customers 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. Like I said in my previous explanation, we were told on the phone on Monday March 7th that the order was in processing and would take 1-5 more business days before it shipped. At that point we tried to cancel the order and they told us that they could not guarantee that the order would be cancelled. Being that I needed the shoes for work the next day March 8th I went out and bought a new pair. If they were going to be shipped on time why weren't we told that on the phone? I would not have purchased the other pair. Most businesses use Saturday as a business day for Shipping as well so it should have been processed on Saturday and shipped out first thing Monday. I received the shipping confirmation conveniently after we hung up the phone on Monday March 7th, if it was going to ship right away why did the customer representative tell us that it was still in processing? It seems like if I did not call and ask about the order, it would have sat for another 1-5 days. Regards, [redacted] ***

Please apologize to customer for any inconvenience experiencedOur supplier is currently experiencing some unexpected delays processing their ordersThey have acknowledged this issue and are working as quickly as possible to ship this order as quickly as possibleWe have partially refunded the customer 15% for the delay with the orderThis refund will be posted on customers method of payment in the next 3-business daysWe have not taken the customers money since the order has not shippedWhat the customer is seeing on his method of payment is a preauthorization or hold which will be dropping from the customers method of payment in the next few daysWe only charge for orders that have shippedWe apologize again for any inconvenience

We apologize to the customer for the poor service received and for the overall inconvenience experiencedI do see that the customer called yesterday and spoke to a supervisor who is going to refund the customer for this orderCustomer can expect to see this refund posted on her method of payment in the next 3-business daysWe apologize again for the inconvenience

For orders that are delivered to a U.S. address, we offer free return shipping via our [redacted] return label. If the customer takes the product outside of the United States, we can only give our warehouse address and the customer is welcome to send. If the customer chooses to ship the product back to us for a refund, our address is: Shoebuy.com ATTN: Returns/Order # [redacted] ***. USA The customer placed this order on November 21st, 2015 so they have until around February 21st to get the item back to us.

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] ***

We would like to thank the customer for their purchase with us and for their feedback regarding our policiesWe would be happy to look over this customers concernsShoeBuy charges for each individual item instead of one charge for the total amountWe apologize for any confusion this may have causedIf the customer received an item that is a different style than what he ordered, he will not be charged a restocking fee to return itWe will refund him in fullWe never charge any fees if our customers receive defective or incorrect merchandiseWe do sincerely apologize again for any delay in response via emailWe have looked over the email correspondences to see what was said The customer was informed that he will not be charged a restocking fee for an incorrect item and was apologized to for any disappointment in our response timesWe have also asked the customer how many labels he needed to return the packagesThe customer so far has not requested more than oneThe one label that we did send is sufficient to send all pairs of shoes back in one packageHowever, we will be more than happy to send additional labels if the customer does not want to package all pairs of shoes togetherOur return policy has been stated on our website since July 16thWe focus on free exchanges because we are sure we can find the right match for any of our customers, but we are still happy to perform returns if the customer prefersAll returns are subject to a $ restocking feeThis fee can only be waived if a customer received incorrect or defective merchandise or if an exchange order is placedWe sincerely apologize to the customer for his disappointment in our return policyUnfortunately we are not able to alter itWe would like to thank the customer for their feedback regarding our policies and proceduresWe are very sorry that the customer was disappointed in their experience with us

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] My bank solved the issueThe company did nothing to help resolve or appease the situationThank you Regards, [redacted] ***

We apologize to the customer for any inconvenience that has been experiencedThe customer will have to go to our website and have the password for her account changedI have provided the password below that the customer can use to change the password to her accountWe apologize again for any inconvenience [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] [Now comes another excuse as to why they can't ship the product and making the customer wait longerDue to their incompetence as a company to satisfy the consumer they can CANCEL the order and refund my moneyI'll check my bank account later today and if it hasn't been returned I will have my bank take the funds backI will also, let everyone I know to never do business with this company due to lack of customer service and not fulfilling a ordinary purchaseIt has been a week now where I should of had the product to make my girlfriend happy but look like a jerkNow I have to go find the shoes else where and wait longerThank you so much for not helping.] Regards, [redacted] ***

We are sorry to hear this customer has had trouble connecting with us, we would be happy to helpOur records for the exchange order, # [redacted] for the W [redacted] in Oxford Brown Bali Goat Leather, do not indicate that a return was requested nor a return label issued for this customer to print outThis item was shipped directly from the supplier warehouse to the customerIf return paperwork was included in the box (our suppliers are instructed not to do so) and used by the customer, than the item was sent back to the supplier warehouse, not our returns facilityThe tracking number referenced by the customer does not work on ***.comWe kindly ask the customer to confirm the tracking number for the return package, and provide any further details as to where the package was sentWith this information we will be happy to further investigate this matter and provide a resolutionThank you

Our response below still standsCustomer placed this order on her own and chose the shipping address where the boots were to be shipped toCustomer received an order confirmation when the order was placedThis should have been checked to make sure that the order details were correctWe are not liable for mistakes that are made at the time of orderingWe apologize for any inconvenience

We would like to thank this customer for shopping with us and we appreciate their feedback about the return policy Our policy now 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 altogetherOur homepage says “free shipping + free exchanges” and the entire policy is listed under the Returns section of our Help page When the customer placed this order our website states by placing this order you agree to all terms and conditions including the restocking fee policy.As 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

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 belowTruly a case of unethical business practiceI had canceled immediately after the order that you CHOSE not to acknowledge for daysI did not open the boxesMost importantly, the fact there was no notice of change in policy for current customers is ILLEGALYou don't expect a customer to first look at the FAQ for new information as we have no reason to do so after being a long-time customerIt is definitely unacceptable to pull a bait-and-switch by not giving any notice of a policy change Regards, [redacted] ***

We would like to thank this customer for shopping with us and we thank her for 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 desktop homepage says “free shipping + free exchanges” and the entire policy is listed under the Returns section of our Help page The mobile site says "free shipping free exchanges see details >>" with a link to read the updated policyThe new policy went into effect on August 1, 2015, and all purchases made on August 1, or after are subject to our new return policyWe can appreciate that this customer is disappointed with our policy, and we do apologize for any inconvenience causedWhen her return is received she will be credited for the cost of the item and charged the $restocking feeWe would be happy to apply her $ShoeFan Rewards certificate and immediately issue a refund of $to the original payment method used on her orderWe hope this customer will find this resolution acceptable

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]

We are sorry this customer still does not feel we resolved her issue We have explained what California's Proposition notice means and why it is on the box Before this customer placed a complaint on Revdex.com we had already credited the customer back in full (credit for $on 7/5/16) and told the customer she can keep the item If the customer still feels her complaint is not resolved we ask her to contact us and speak directly with a manager

We would like tothank this customer for shopping with us and we appreciate his feedback aboutthe return policy. On July 16th, 2015our site was updated to show the new policy to make sure customers would knowin advance. Our homepage says “free shipping + free exchanges” and the... entirepolicy is listed under the Returns section of our Help page. The new policywent into effect on August 1, 2015, and all purchases made on August 1, 2015 orafter are subject to our new return policy. Our policy enables our customers tochoose 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 orcoat. In the event they prefer not to exchange for a new item, there is arestocking fee. We understand that thiscustomer is disappointed with our policy, and we do sincerely apologize for anyinconvenience this may cause.