Shoes.com

We are sorry this customer has not received their credit back yet We have reviewed the customers order and the problem is these shoes shipped directly from the manufacture not our warehouse When the customer refused delivery they were returned to the manufacture and we were not aware
of this as we did email a prepaid *** return label to the customer that was never used We have put in a request to credit the customer back the $and ask the customer allow up to business days for this credit to appear on their original payment methods statement Again we do apologize for the confusion

We would like
to thank the customer for their purchase with usWe can see that this purchase
was made on October 12thWe have not advertised free returns since
July 16th, We were not advertising free returns at the time of
the purchase We offer free exchanges but
all returns are
subject to a $restocking feeThis information is stated
clearly on our return policy which can be found under the “Help” tab of our
websiteHowever, it looks like this
order was not a returnAccording to our notes, this was an accidental
duplicate orderOn October 20th, we sent the customer an email
stating that we would waive the restocking fee as a courtesyThis customer will not be
charged a restocking fee for order ***Again, we would like to thank
the customer for their purchase with us and for reaching out to us

Please apologize to customer again for any inconvenience and for not accepting our partial creditRegrettably, this is the most that we will be able to offer the customer for this rejected returnMore than one set of eyes have reviewed the returned shoes and both parties agreed that the shoes had been worn as the soles were very dirtyThe $partial credit has already been issuedCustomer can expect to see this credit on her *** account shortly

We sincerely apologize for any confusion in communicationA different color may be a different price but we will still honor the $off $discountAs long as the customer is placing a new order for the same style of shoe, and the shoe is more than $100, there will no problem for us to apply the discount manuallyWe will just need the new order number to manually adjust the price

We would like to thank the customer for getting back to us with more information We have looked into this *** tracking numberIt looks like *** started this shipment on 8/29/and the package was delivered to Indiana on 9/03/ Our warehouse is in Massachusetts and the supplier who originally shipped this package is in MaineWe do not know who the customer sent this package to, or how it arrived in our warehouse on 10/5/in a plain brown box. We recommend that the customer double check her information and contact *** and/or the location where she mailed the shoes, since it was not ShoeBuy or Dyeables We would also like to remind the customer that on future orders, we do offer a free return shipping label that we usually ask our customersto use so that they do not have to pay for shipping and so that we can be sure to receive the packageIf the customer does not want to use our labels, we are happy to provide our warehouse address that the customer can ship returns to directly

We want to thank this customer for shopping with us and are very sorry the package went missing We would also like to apologize for the delay in our investigation We have requested a credit to this customers original payment method in the amount of $ We ask the customer to
please allow 2-business days for this credit to be processed and also be advised it can take up to business days for the credit to show up on their statement. Again we apologize for this unfortunate situation and we hope to be able to work with this customer in the future

We would like to thank the customer for their order We have reviewed the notes and phone calls with this customer We explained to the customer multiple times we could not guarantee a cancellation of this order since it was already in the process of getting ready to shipIt was not
till the end of the last phone call the customer did notify us this was being shipped to a freight forwarder and she was unable to have them forward the package to her The order could not be canceled however we did contact *** and had the items returned to us and credited the customer back in full We would also like to say we listened to the complete phone call the customer had with *** and all this information was clearly stated to the customer multiple times The customer was also advised if the item had to be sent back to us she would receive a full credit and no restocking fees would be charged

We sincerely apologize for any frustration caused by this orderWe would be happy to look into this but we will need more information from the customerWe are currently unable to find records of the calls that the customer has madeWe will need the phone number that the customer called from and
the approximate date of the first callWe look forward to working with the customer to resolve this issue

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 have to jump through more hoops to recover the restocking fee from *** This is unacceptable Shoebuy should have reimbursed me the restocking fee themselves, and then sought to get their restocking fee back from *** This matter is closed because I'm being forced to waste more of my time and energy going through *** Online sellers should accept responsibility for their mistakes, or ***'s mistakes Forcing a customer to chase down full reimbursement is unacceptable Consumers are tired of this nonsense
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 # ***.
they had from me to that department to begin with? They are just delaying this complaintI still have the boots, what do they want to do now?
Regards,
*** ***

Please apologize to customer for any inconvenience that was experienced with our department and with her orderRegrettably, our warehouse was not able to locate the boots that the customer was trying to purchaseThe order was canceled approximately seven business days after it had been placed on
the website due to the fact the warehouse wanted to salvage the order as they were sure that stock was availableThis was a very isolated and unexpected occurrence and not a way in which we pride on running our businessRegrettably, we cannot process the order like the customer is requesting since we do not have stock in the boots requestedThe customer may browse the website and look for an alternate item to take the place of the boots originally purchasedWe do offer over 1,different brands and are sure that customer will find boots that are comparable to the ones that were originally purchased

We want to thank this customer for shopping with ShoeBuy. We have reviewed this 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 the customer as they did 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 (for reference: http://www.shoebuy.com/info/returns). All companies have policies and standards by which we must adhereWe want to be sure that you and your 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 reaching out to us
about this issueOn December 11th, this order was
placed for a U.Ksize and we immediately emailed the customer a
confirmation email with all of the order informationOn December 15th, we shipped out
this item and emailed the
customer a tracking numberThe customer then called
us but we were unable to cancel or change the item because it had already
shippedA supervisor call back form was filled out and the customer was
promised a call back within an hourLess than an hour later we received
another call from the customer who had spoken to ***Regardless of any
information that *** had given her, we are still not able to cancel or change
an item after it has already shipped At this time, we are
happy to offer a return or exchangeExchanges are 100% free and we would
process that imediately but we are only able to promise delivery before
Christmas if orders are placed before December 10thBecause of
this, we cannot guarantee delivery before ChristmasWe are also happy to offer
a return under our return policy, which would incur a $restocking
feeAgain, the order was
placed for a U.Ksize 12, we sent an order confirmation that confirms the U.K
size 12, and have shipped out a U.Ksize Because the customer placed the
order on her own, it does not appear to be a ShoeBuy mistakeHowever, we would
still be happy to help the customer resolve this as best as we canWe look forward to
working with the customer on this issue

We would like to thank the customer for shopping with us and are very sorry the address was not able to be changed before the item was shipped When an order is placed we send it to the warehouse to be filled Once the warehouse has control of the order they make the decision if an order
can be changed and unfortunately they were not able to change this address.Again we are sorry for this experience and do value this customer We have credited the customer back the $for this item and ask the customer if they would still like the item to place a new order Please allow 2-business days for the credit to appear on their statement

Please apologize to customer for any inconvenience experiencedWe will be issuing a refund for these shoes and customer can either donate the shoes or have them thrown awayCustomer can expect to see refund posted 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 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.
Regards,
*** *** ***

We apologize for any confusion regarding our stockThe supplier was only unable to reship the shoe for that order We are still currently showing the shoe in stock and the customer is more than welcome to re order itWe will still honor the 25% discount the customer originally receivedWe are very sorry for any misinformation the customer may have received regarding our stock At this time the customer has been issued a full refund for the shoe that she did not receive If the customer wishes to return the shoe that she did receive, we will be happy to assist with that but it will fall under our standard return policy

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 have not received the refund for claim # *** as was promised by the business I filed the complaint againstShoes.com indicated on 12/that I should receive it in 3-business days.
Regards,
*** ***

We apologize for any inconvenience and disappointment this customer has experienced due to our complimentary magazine offer. We can assure the customer that his personal information was not and will not be sold to any 3rd partiesWe have also taken the liberty of cancelling the gift
subscription for this customerHe may still receive one future issue due to mailing schedules but the free subscription has been cancelled

It is simply ridiculous that you will accept orders from consumers through ***, take a customer's money through ***, and further frustrate a customer by saying you have no skin in the game when *** mishandles a refund You are pretending that you cannot pick up the phone and talk to *** and correct a situation that was clearly your fault to begin with; you put that burden on me I highly recommend that you do what I am being forced to do; you seek a refund of YOUR money that you sent to ***, because *** failed to properly provide a service At the same time, you send a credit to me in the amount of the refund that is due to me That is the proper way to deal with this issue Step up and take responsibility for taking care of your customer FIRST, then seek the overage that you paid ***, from *** Consumers are tired of being jerked around by policies that put them at a financial disadvantage and waste their time Consider this Revdex.com complaint to be unresolved, even if I get my money back through ***, because you business practices and ***'s do nothing but push mistakes onto the customer Change your business practices and pressure each other *** is a multi-billion dollar business, and I'm sure ShoeBuy isn't hurting for cash, and between the both of you, ShoeBuy can't just credit a custom who has had to deal with too much already
Regards,
*** ***