Shoes.com

We apologize to the customer for any inconvenience experiencedThe customer called to say that an incorrect shipping address was entered when the order was placed*** does not initiate tracers for orders that are delivered as addressedHowever, we will be issuing a refund as a onetime
exception for this orderCustomer can expect to see this refund posted on her *** account in the next 3-business daysA new order will have to be placed if these shoes are still neededWe apologize again for any inconvenience

We want to apologize for the unusal delay in processing this customers refundNormally, returns processing does take between and business days to process the return with up to an additional 2-business days for the credit to appear in the customers account depending on their bank and as
outlined in our policy *** Unfortunately, due to unforeseen circumstances this return took slightly longer to processThe return has been processed as of yesterday, 7/at 4:13pm and the customer was informed of this at 4:26pm by one of our supervisors, ***Again, we do apologize for the delay and we thank the customer for shopping with ShoeBuy

We would like to thank this customer for shopping with us and are truly sorry the wrong shoes were shipped to the customer We do make every effort to make sure the correct items are sent to our customers however either because of a technical or human error mistakes do occasionally happen
When an item is sent incorrectly it is our policy to receive the item back before we can send out a new corrected order We did try to make an exception on this customers order and reached out to the warehouse to see if we could send another pair of the Rider's to this customer After multiple emails to the warehouse we unfortunately did not receive a reply in time Once we did receive the incorrect item back we credited this customer in full in the amount of $ Again we are very sorry for this frustrating experience as the customer did not receive the shoes they were looking forWe would be happy to assist the customer in placing a new order for the correct shoes if this customer would like

*** may be showing a size in stock but we can assure the customer that ShoeBuy does not have a size and we are not advertising a size on our websiteWe are still in the process of working with *** to correct the technical issue between the two websites. We can see that the restocking fee was charged automatically by the system and we have refunded that nowThe customer should receive that $restocking fee within business days

We would like to thank the customer for their business and are sorry the customer no longer has the original payment card Our policy is to credit back the original payment method used on an order We are unable to credit a different card or issue a paper check Once the item is
returned we will credit the original payment method and if the customer would like an item in exchange we can try to charge the card again (we must wait 5-business days for the credit to show on the original payment card) We are very sorry for this and welcome the customer to call our customer service department for more information

We are sorry to hear of the issue with the item this customer received We stand by the products we sell and will accept a return due to manufacturer defect within one year Returns due to manufacturer defects are not subject to restocking fees We have emailed a return shipping
label to the customer We will credit the customer back once we receive the item back into our facility and review it with the manufacturer We will confirm this with the customer via email We do apologize for the inconvenience and hope this customer will find this resolution acceptable

We would like to apologize to this this customer for the missing item and the time it has taken to investigate We have been trying to get a new pair of the *** sent to the customer but at this time have been unable to get a new pair to them We are now processing a return credit to
the customer for the total amount of their order $ We as the customer allow 2-business days for this credit to be processed Again we are deeply sorry for the delay in resolution

We apologize to the customer for any inconvenience experiencedI have e-mailed my warehouse for the status of this return. I am hoping this matter will be resolved today or by tomorrow at the latestCustomer can expect to see refund for the return posted on *** Checkout account in the next
3-business days

We would like to thank this customer for shopping with us and apologize they received the incorrect item Order *** was credited back to the customer on 5/25/in the amount of $ If the customer does not see this on their statement yet we ask they please allow up to business days for the credit to post Order *** per *** one item was delivered on 5/31/and the second item is expected to be delivered on 6/2/

Please apologize to customer for any inconvenience experiencedOur warehouse processed a comprehensive review of the shoes returned on 7/20/and found that the customer had returned shoes with dirty solesCustomer seems to admit to having worn the shoes in the note provided as to the reason for
her complaintWe are not able to accept merchandise returned if it has been wornI have provided a link below to our return policy for further reviewWe will be deducting $off the order due to the inconvenienceCustomer can expect to see this credit posted on her *** account in the next 3-business dayshttps://www.shoes.com/info/returns#instructions

We sincerely apologize for any confusion caused by the previous messageShoeBuy did not intend to convey that we had contacted the customer outside of the Revdex.com Our records show that the customer has spoken to a Supervisor and has received all of our return informationThat is what we meant when we said we were working with the customer on a full refund The $for shipping has already been refunded and the full price of the shoe, $71.96, will be refunded once the customer returns the shoe back to us(Our standard return policy still applies, and the customer will need to return the item as it was received, and within days.) We will resend the return information to the customer so the customer can return the package when she is ready Again, we are very sorry for this delay in shipping as this is not common for ShoeBuy, and we look forward to working with the customer to resolve this issue

We would like to thank the customer for shopping with us We have reviewed the customers 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 for the customer as they do not wish to keep the shoesWe also understand this was not the resolution they were seeking and we will offer to credit the customer back $for the item. However, our decision to not accept your 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 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 would like to thank the customer for their business and we can certainly appreciate that this is a frustrating experience for them as they do not wish to keep the boots We have reviewed the customer’s order and included pictures which show the boots have been worn. In the pictures
there are scuff marks on the top and sides of the shoes, one of the shoe laces is frayed and there are rocks embedded in the soles. We would be unable to resell them as new to another customer and so they are indeed ineligible for return per our policy which can be found at http://www.shoebuy.com/info/returnsWe 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 which we must adhere to. We 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

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 a refund from shoes.com but only for of the pair of boots that I purchased (even though all were received back at the warehouse according to the tracking numbers) and a restocking fee was taken out of one of the pair of boots. Per my phone conversation and email with customer service supervisor, *** (which I have pasted below) I would receive a full refund for all pair of boots and the restocking fee on all four boots would be waived. Below are the details of the refunds I have received and the refund I am still waiting on: Refunds received:Girls *** Waterproof boot size full refund received $64.95Girls *** Waterproof boot size full refund received $64.95Girls *** Waterproof boot size partial refund received $58.00 Refunds awaiting:$of size restocking fee refundWomen's *** *** Mid Waterproof Boot size $(this item was shipped and received at the warehouse on 12/18/17 with *** tracking number ***) I am still waiting on a refund in the amount of $that I was promised by the company...I have done my part and sent all the shoes back and all records show that they have been received by the company...but I have yet to receive my full refund as promised. EMAIL FROM SHOES.COM CUSTOMER SERVICE Shoescom Customer Service Dec at 10:AM To ***@yahoo.com Message bodyDear Ms***, Thank you for your recent order with shoes.comOnce again, I do apologize for any inconvenience that you have experiencedThis is definitely not the way that we pride on running our businessAs promised, I have generated a 30% discount code that you may use on a future order on our websiteYou may enter code ***-*** in the promotional code box at checkout to have 30% deducted from your orderThis code applies to all brands on the websiteWe will refund your method of payment for your return once our warehouse has processed the shoes returnedWe will waive the four restocking fees for your return due to the inconvenience experiencedPlease let me know if you ever have any questions or concernsThank you again for your orderWe look forward to being of service to you again soon. *** P.Customer Service Supervisor*** [email protected]
Regards,
*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved However, I believe their apology to be insincere at best Had I not filed a Revdex.com complaint, I never would have heard from them again at all, no matter how many more emails or phone calls I attempted Of that I am certain.At least this goes on record with Revdex.com Unfortunate that it is technically classified as resolved Lucky them
Regards,
*** ***

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 # ***. Thank you for your help! I don't think they would have processed the 6th return without your helpMy concern about the return policy is how "sneaky" it isThey are clearly hoping that people will not switch to the desktop site to read the full policyAnd in my case I didn't even realize I didn't have the opportunity to read the full policySince I purchased from the mobile site where the info for the $fee is not available, I do still want to be returned the $Furthermore, their site needs to be more clearI feel like it should indicate that if you aren't exchanging, you will be charged a restocking fee right on the home pageIf I knew this info I wouldn't have ordered pairs!! I would have started with pair and then exchanged as needed! For a company to have an "A" rating from the Revdex.com I would have expected better customer serviceNot only are their policies meant to trick customers but every person I spoke to on the phone was rude and condescending and when I tried to resolve the issues through email, I got no where!
Regards,
*** ***

We would like to thank this customer for shopping with us and we are sorry the customers order was returned to sender with an incorrect address We have looked at the customers order and see the order's method of payment was *** and a technical error caused the address change We
would suggest the customer review there *** account to make sure all *** address are saved correctly.We have requested our billing department credit this customer back the $restocking fee sense it was a technical error which caused this item to ship to the wrong address We ask the customer to allow - business days for the credit to be processed back to there original payment method We hope this customer would still like to shop with us and we would be happy to help place a new order to the correct address

We sincerely apologize for any disappointment caused by this orderWe are not able to guarantee a cancellation once an order is placedI would like to reassure the customer that we contacted the supplier once we were alerted that she wanted to cancel and we did try our best to cancel the order
for herUnfortunately the supplier was not able to cancel the order before it shippedIf the customer wants to return the items, we are happy to accommodate herOur exchanges are 100% free if she would like a new item, or she can return the items for a full refund minus a $restocking fee for itemWe are very sorry that this is not the outcome that the customer wanted, but we are not able to go against our return policy

Please apologize to customer for any inconvenienceAs stated by our representatives, address changes are not guaranteed once an order is in process with our supplierWe did attempt to have the address changed but the order was too far along in the processing stages and shipped to the address that
the customer provided on his orderAs a onetime exception, we will be refunding the customer for the $that was paid for the orderCustomer can expect this refund posted on his *** account in the next 3-business daysA new order will need to be placed if the boots are still neededAlso, customer should login to his *** account and have the shipping address changed in his profile or contact *** customer service to have this change processed

We would like to thank this customer for shopping with us and apologize the item they wanted was found to be out of stock We try to keep inventory updated however errors do occasionally do occur either due to human or technical errors Once we found out the item was out of stock we
tried to credit the customer back for the item On March 28, we tried to process a credit in the amount of $however we received a *** error stating there was an open complaint on the order and only a full credit would be allowed The customer did receive the second item on this order so we are unable to issue a full credit back to the customer We would be happy to credit this customer the $once the notify our office the *** complaint has been closed