Shoes.com

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 tracking I received is from [redacted] [redacted] I am also including a email I received from [redacted] boot saying they paid itback to shoe buy, now shoe buy is holding my money.> 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 was not notified about the return policy change I do not consider an "unnoticed" small print notice satisfactory why would I think to read the hidden small print to see if the company "secretly" changed its policy not a good or fair business practice Regards, [redacted] ***

Please apologize to customer for any inconvenience and confusion experienced with our company. We would recommend having customer contact supplier directly to see if they can locate any returns for her and possibly having shoes shipped back to her. As far as the returns, the customer has been... credited for all four pairs of shoes returned.

We would like to thank this customer for shopping with us and we understand that this has been a frustrating experience 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 fee on her order 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.We apologize for the inconvenience caused and the customer’s feedback has been reviewed by the appropriate internal teamsThis unfortunate situation will be used to teach our staff, from manager to the newest customer service representative, how to resolve every customer interaction in a positive mannerWe are committed to empowering our staff to make things right for our customers

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] . New shoes were returned to shoes.com. I am not going to guess or imagine what happened on their end. Please see attached correspondence. To BBB, thank you for all the time and effort you have put into dealing with dishonest, fraudulent company. I hope that my experience is shared with other consumers. Regards, [redacted] ***

Our previous response still standsWe apologize again to the 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] [The Apology is nice and all but a summery of ongoing problems is attached.I feel some kind of negative consiquence towards to business is in order.Their rating with the Revdex.com should be lowered,and some sort of fine applied.] Regards, [redacted] ***

We would like to apologize to this customer for the delay in them receiving their item We are showing the customer did receive this item on 5/27/ We have also credited the customer back $21.56, the price of the shoes because of the delay they went through Again we apologize for this delay and hope to work with the customer again in the future

Revdex.com:
I have received the $refund todayThank you Revdex.com for your helpThis issue is now resolved and closed
Regards,
*** *** ***

Again we are very sorry for this frustrating situation as the customer does not want to keep the boots Whenever we do not accept a return our warehouse takes multiple pictures of the items We have had our management department review these images and they are in agreement that the
boots look worn.Per our terms and conditions we are unable to accept worn items back

We are sorry to hear the customer feels the placement of our policy on our website is deceptive We have made sure there are multiple links on our site which will direct a customer to our return policy at *** Also a restocking fee is only charged when an item is not exchanged for anything on our website If this customer would like to process an exchange we would happily help them find a new item

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 # ***Please add your rejection comments belowNo, the color of the shoes is "Black" "Leather" is a material, not a color Even your own customer service representative was fooled How much more evidence do you need that this is a deliberately misleading and deceptive listing?
Regards,
*** ***

We want to thank this customer for shopping with ShoeBuy We have reviewed their order and unfortunately we must have the shoes returned with their original undamaged shoebox to be able to accept a return. Even though the shoes were still in a new condition the shoebox was deemed damaged
due to being used as the shipping box. We are unable to reuse the shoebox which means we could not resell them as new to another customer and so they are indeed ineligible for returnWe can certainly appreciate that this is frustrating for the customer as they do not wish to keep the shoesWe also understand this was not the resolution they were seeking. However, our decision to not accept this return was made carefully and in accordance with our policies (for reference: ***). All companies have policies and standards by which we must adhereWe want to be sure that this customer and all fellow customers have the best possible shopping experience and that we delight all with every purchase, and our policies have been structured to help ensure this is the case

We are sorry to hear that this customer has rejected our responseWe will be happy to share her feedback with the appropriate internal teams and we will review her interactions with the customer service departmentAgain, we do apologize for the inconvenience caused and appreciate this customer's business

Please stop wasting my time with your standard answerI know I did not wear them to the point of showing wear to the naked eyeI tried them on indoorsYou are obviously not to be trusted but I will not back down
Regards,
*** ***

This credit was done on 6/27/ The customer should contact the number on the back of their credit card for more information on the time frame for credits to appear on their statement Most financial institutions apply the credits to customers statements within 2-business days however

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 # ***
I received an email from the company that this matter would be all settled within the timeframe of business days First they forget to put the claim in then only then after I write you do they contact me in regards to this in an email It has been days and still no answer from them When I called *** they told me the seller closed the claim Now it has to start over again Meaning what another days Why would Shoebuy do this unless they don't want to refund me I can be contacted by email and phone They have done neither I was told they will contact me back and when will this be since they closed it That they have settled it with ***, yet I am not being refunded Horrible customer service and experience with them.Regards,
*** ***

We sincerely apologize for the frustration that the customer has experienced with this order We have contacted the Manufacturer (*** ***) and they have informed us that they are unable to locate the package without the tracking number The customer has provided tracking number
***, claiming that they mailed the package back to *** *** on 9/30/15, but *** shows that this is not a valid tracking number In our return policy, we are always happy to provide a free shipping label for each item so that customers can return items to usThe customer has returned her item to *** *** directly so we will need the correct tracking number so that we can confirm this information with *** *** Once we receive the tracking number, we would be happy to look into this further

I placed an order as a size exchangeThe shoes were on sales price when I placed the original orderThe customer service assistant told me that I can place the size exchange order with full price and they will manually adjust the price differenceHowever, I have called twice and waited daysI still didn't see the refund of the price difference I request the refund of the price difference or I can ship the item back and refund the whole order

We have tried to credit the customer back however when we tried we were getting an error from *** due to a complaint from the customer We have requested our billing department to try and process the credit again We as the customer to allow 2-business days for the final credit to appear in their *** account