Shoes.com

We apologize for any confusionOur automatic refund email says “e-certificate” because the customer ordered through a 3rd party website and we do not have access to their billing informationIn this case the refund was issued back to FullBeauty who should be refunding back to the customers original method of payment We would also like to thank the customer for their feedback regarding our SupervisorsWe are looking into that particular call to find ways to improve our customer service

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 below.
There is nothing ShoeBuy.com has to fit the *** customers they claim to service, thus nothing could be exchanged. All I wished for as a customer is the product advertised and purchased to fit and work. It was not even close with no other options. It was not worn, nor unwrapped, as it was obvious that is was a regular width shoe not capable of meeting the requirements of any purchaser. For ShoeBuy.com to "after the fact" attempt to extort "restocking fees" after selling products with homepage that states “free shipping + free exchanges”, is dishonest and unconscionable. The buying public at least has the right to be aware of this "bait and switch."
Regards,
*** ***

We apologize to the customer for any inconvenience experiencedRegrettably, we are not able to accept any returns of shoes that have been worn for any length of time as they cannot be resold by the supplierWe recommend that customers try on the shoes on a carpeted surface for about minutes and
then decide whether they are going to work or notWe will be issuing a partial refund of $back to the customers *** *** account ending in ***We would recommend having the customer donate the shoes to charity or have them resold to someone who can wear themWe apologize again for any inconvenience

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 below.
I wont be buying from ShoeBuy againI have not yet seen the refund post to my accountBecause it can take up to days I wanted to respond so as not to exceed the time frame requested that I respond. If/when I receive that refund, I will not be purchasing anything else.
Regards,
*** ***

We would like to thank this customer for their business and are sorry the boots did not fit correctly. We have reviewed the item this customer ordered and the customer did receive the correct item. When selecting the color for this item the full name of the color is Dark Brown Extended
Leather. The word “Extended” on the shoe box does not stand for wide calfWe have reviewed the pictures the customer supplied and they show wear on the bottom of the shoes. We are unable to accept shoe back if they are not in new condition. This policy is in place due to all of our business being done via the internet and customers are unable to look at the items before purchasing. We have attached the pictures the customer sent us showing wear on the bottoms of the shoesWe 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 the customer was seeking. However, our decision to not accept the return was made carefully and in accordance with our policies (reference: http://www.shoebuy.com/info/returns). All companies have policies and standards by which we must adhereWe want to be sure that this customer and there 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

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 below.
You should check your operation. The shoes we original
received and the same ones you returned are in perfect condition. If your
receiving department gave you pictures and said the shoes we purchased were
worn and dirty they are incorrect. There is the possibility they were
instructed by management to give you pictures so as not to issue credit.
I don’t know, I can only guess based on the response. I'm trying to alert you to a possible flaw in your operation. It's your choice to check it out. Of Course I will no loner purchase shoes from you so maybe all you lost was this one customer. Perhaps the Revdex.com who tries to identify better companies will file this complaint and be on the look out for similar claims from other customers.***
Regards,
*** ***

We apologize to the customer for any inconvenienceWe will be issuing a refund for the order as a onetime exception to our return policyCustomer can expect to be receiving refund on 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 # ***Please add your rejection comments below.
I did not receive a full refund as evidenced by the attachment. I expect a full refund because they did not deliver the product that was ordered
Regards,
*** ***

Please apologize to customer for any unexpected inconvenience experiencedWe have issued a refund for the missing shoes that the customer did not receive on 12/22/in the amount of $to the customer's *** account on fileThe customer will need to reorder the shoes if they are still
neededWe apologize again for any inconvenience

This restocking fee was already refunded to the customer earlier todayThe customer should have their full refund within business days

We would like to thank this customer for shopping with us The original order this customer placed was credited back $on 4/4/ The customer original had requested to exchange the item for another pair however they did then decided to return the item and we apologize this was
not updated correctly We were able to cancel the second order for this customer before it shipped out We only do a pre-authorization for orders until they shipped so the customer was never charged for the second pair This pre-authorization is automatically removed after days

We want to apologize to this customer for the confusion around their return/exchange This customer never said in the emails sent to our customer service department that they wanted to exchange The customer even said they were ok with the $restocking fee which is only charged when an item is not exchanged When an item is received back to our warehouse they are unable to make any changes to the order which are not already in the system so a written note to exchange for the size would not be an acceptable way to do an exchange per our return/exchange policy which can be found at :http://www.shoebuy.com/info/returns.If the customer would still like the size we would be happy to assist them in placing a new order Once a new order is placed we will credit the customer back the $restocking fee as we would still consider this an exchange Please be advised the customer received a special $off promotion on their original order which was only valid with orders paid via *** Checkout To apply the same $credit to the new order this customer would need to use *** Checkout again

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 belowI am not satisfied with this response I believe this is an unfair business practice to not accept a brand new pair of shoes back because the box is missing I have never had a clothing company not accept a shirt because the tag is missing and this is the equivalent I personally don't want to use Shoebuy again because of these unfair practices I hope that others will read this and choose to take their business elsewhere This would be a small accommodation to make a long time customer, as you referenced- since 2007, happy but it is clear that Shoebuy does not value maintaining valued customers.
Regards,
*** ***

Hello,ShoeBuy would like to apologize for the long wait time this customer experienced on the phones as well as any inconvenience experienced with order# ***. However, this order was refunded on 6/11/in full for $to a *** ending in ***. An exchange had been requested by
the customer for a size on 6/8/The exchange was then processed on 6/12/resulting in that same amount being charged again to the same card on 6/12/This created new order#***. According to our records the customer is due no further refunds, additionally the billing name on the order is a *** ***, the customer has indicated to us that this could be the reason why she is not seeing the creditOur system would not have allowed the order to go through if that was not the name on the credit card used and our system can only return the funds to the original payment method usedThe credit authorization for the refund on 6/is ***We sincerely hope that our customer is able to use this information to track down the refund that was issued on 6/and will once again consider shopping with ShoeBuy

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 below.
Regards,
*** ***

Please apologize to customer for any confusion and inconvenience related to our return policyWe are certainly not here to deceive anyoneI have provided a link below to our return policy from our website for further review which explains the restocking fee and how it can be waivedWe would
advise the customer to contact us back should any more questions arise regarding our return policy that has been in place since August of 2015. ***

We apologize to this customer for any delay in their pre authorization being removed The customers placed the order on 2/24/at 6:PM EST and contacted our office immediately to cancel the order The customers order was canceled on 2/24/at 6:PM EST The customer should
of automatically received an email confirming the cancellation unfortunately it does not look as if this email was sent We are showing an email was sent to the customer by one of our representative on 2/24/at 7:59PM EST confirming the order was canceled This customer was never charged for the item only a pre authorization (hold) was placed on their card; we only do a charge once an item ships This pre authorization is automatically removed within -business days although the customers financial institution may take additional days to update there statement to reflect this.Again we apologize for this frustrating experience and hope to work with this customer again in the future

We would like to thank the customer for reaching out to us and apologize for any confusion during checkout Because each brand comes from a different location and not all brands offer expedited shipping, all expedited fees are on a per item basis, rather than per order When placing
an order, all items are listed with shipping options to the right of each item and a message “Please select a shipping method for each item in your cart.” Again, we sincerely apologize for any confusion

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 # ***
*** has confirmed (as per the attached) that a refund has not been received from Shoes.com
Regards,
*** ***

We would like to thank this customer for shopping with us and apologize for the frustrating experience they had with our customer service department We have requested to credit the customer back the $restocking fee This request will be processed in 3-business days, we do ask the
customer allow up to business days for the credit to show on their original payment method statement Again we are sorry for their experience and hope to work with them again one day