Shoes.com

We would like to apologize to the customer for any delay they felt they received when trying to cancel the order When an order is placed we transmit the order to the warehouse to fill Once the order is at the warehouse only they can confirm if an order is able to be canceled This customer first contacted us to cancel the order on April 8, 2017, being this was a Saturday the customer was advised we would not be able to confirm if the order could be canceled until the following week We were able to confirm on April 11, that this customers order was canceled We do not charge a customer for an item until it ships When an order is placed we only apply a pre-authorization (temporary hold) to their card Since this customers order was canceled the pre-authorization has fallen off

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] [This is a canned response that is nearly the same verbiage in all their responses to the complaintsWhen I see the refund I will be accept their response, I am tired of lip serviceThey have time to take more orders and more customers but not time to service their existing accountsI have been in business since and this is not how a customer is to be treated, especially if you want repeat business or them to network to their friends and aquaintances 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 contacted the company twice no one ever apologized to me This company never offered me any assistance in recovering my package I don't know how the incorrect address was put in It was the city and the zip-code that were wrong The street address and my name were correct They could have sent a return label or a correct label to the incorrect address and assisted me in recovering my package They never suggested that I pursue this on my own and try to make contact on my own They just said there is nothing we can do and never returned my call to tell me they weren't going to assist me Basically I was ignored They offer a shipping guarantee, which implies if there is a problem they will assist you No one ever offered any assistance They are just fine charging me for no services and offer no assistance I will guarantee never to purchase from this company again and never recommend this site to anyone I also want my purchase or my money back Regards, [redacted]

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 resolvedI would like to add that I had not contacted you the company would still be playing games 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 To be clear the issue I have is not my problem as a customer Your so called policies and procedures are internal in nature and should not reflect on your customers I ordered and paid for a product You did not deliver this product, and you are not making any commitment to fulfill your obligation to me as a customer The issues with your supplier or shipping company have nothing to do with me as a customer Reasonable customer service (and any credible online merchant says "we are sorry Mr [redacted] , we will ship your sneakers to you right away" then deal internally with your vendors and suppliers to figure out what the problem is Filing an investigation and having customers wait weeks without any commitment to standing behind your commitment to deliver a product you sell is backwards With all the complaints you have against you, I find it hard to believe you have not adjusted your company focused policies for customer focused polices Regards, [redacted]

We apologize to the customer for any inconvenience experiencedWe issued a refund for the missing Crocs yesterday, 4/2/18, in the amount of $This refund was placed on the customers [redacted] account ending in ***The customer can expect to see this refund posted in the next 3- business days

Our return and exchange policy can be found on our website at [redacted] Again if this customer would like to exchange the items we would be happy to credit them back the restocking fees

We would like to thank the customer for shopping with ShoeBuy and for reaching out to usAny time we are alerted about a defect in a shoe, we allow the customer to return the shoe and we conduct a defect investigation on the shoeAfter reviewing the shoes that the customer sent back, we were unable to find the defect that the customer has mentioned or any defect at allWe were also unable to see any defect in the pictures that the customer sent to usBecause our thorough investigation did not turn up any defect or damage with the shoe, the return was processed as a return and the customer was charged a $restocking fee in accordance with our return policyWe still offer 100% free exchanges so if the customer would like to place a new order for any other item on our website, we would be happy to waive the restocking feeWe sincerely apologize for any disappointment the customer has in our return policy

We are not sure where [redacted] 's return policy would be located, however, we can supply this link to ShoeBuy's policy [redacted] Within our policy it clearly states in bold minus a $restocking fee per itemAgain we apologize for any inconvenience this may cause and would help the customer find new 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 below Regards, [redacted]

Please apologize to customer for any inconvenienceThe customer does not have an account with shoes.com unless he has a rewards accountThe customer may log in to his account to have it canceled if it is no longer neededIt is not something we can do on our endI have also unsubscribed the customer from receiving anymore of our e-mails

We would like to thank this customer for shopping with us and we appreciate 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 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 fees 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

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 I totally reject their response they are only restating the they refunded the purchase price which they would have to do anyway and were giving me a 30% coupon which they offer to their customer's anyway The did not address the severity of the situation, the deceit practice of not informing me before I purchased the shoes that the materials were cancerous and caused birth defects which they were fully aware of before they sent them, neither did they address my inconvenience Totally not satisfied! How can they have an A+ rating when customer satisfaction is not a priority or concern to them, they only restated their original position [redacted]

We would like to thank this customer for shopping with us and apologize for the experience she has hadShoeBuy does not offer store credit and we are sorry to hear of the confusion around our policiesOur customers can return any unused item within days of purchase for a refund or exchangeIf no exchange is made a $restocking fee will be applied to each itemAccording to our records this customer requested an exchange on our website on August 31, at 07:PM EST for [redacted] Sneaker 13M in WhiteThe reason being quality and the comments "Product feels like plasticThere is no [redacted] label"The customer mailed the item back to usIt was received in our warehouse on September 8, when we processed her requested exchangeThe new pair is shipping todayIf this customer would like, we’d be happy to attempt to get the package returned to our warehouse for a refund

We would like to thank this customer for shopping with us and we appreciate their feedback about the return policy Our policy 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 altogetherOn 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 page 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

Again, we are deeply sorry that the customer is unsatisfied with our return policyOur defect review showed that this item was not defective and we will not be able to waive the restocking fee unless an exchange order is placed

Per [redacted] tracking # [redacted] this customers item was delivered on 9/15/at 2:34PM and left at front door This customer contacted our customer service department on 9/19/at 12:48PM and notified us she did not receive her item At that time the representative informed the customer we would contact [redacted] and start an investigation into the missing package The investigation was opened by [redacted] on 9/21/at 2:44PM and this information can be verified by going to [redacted] and looking up the tracking number We have told the customer we must allow [redacted] business days to look into this missing package claim We should have the results of the investigation by 10/5/(business days from when the claim was opened)

Again we are sorry about this situation however we are unable to credit this customer the restocking fees Our policy is on our MOBILE site and can be accessed either by clicking on customer service at the bottom of the page or by clicking "see details" on the top of the screen next to where it say Free Shipping Free Exchanges We have included a cell phone screenshot showing the policy is on our mobile site.We have reviewed this customers order and see she has spoken to multiple people within our customer service department including supervisors This customers email was replied to by one of our customer service managers on March 13th We want every customer experience to be a great one and we will review all calls this customer had with our representatives to make sure they were all handled correctly

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 would have gladly exchanged the item for the correct size, but it was not available The size ordered was too small even though I wear a size I would love to get the moccasin in a size 9.5.] Regards, [redacted]

Please apologize to customer for any inconvenience experiencedIt appears as if [redacted] was not able to deliver this customer's package to the shipping address provided on the orderThey then forwarded the package to a local [redacted] Access Point for pickupThe Access Point then held the package for almost a month waiting for a pickupThey then returned the package back to the suppliers warehouse in Tennessee where it was delivered on 8/2/We will be issuing credit for this order shortlyCustomer can expect to see credit on the [redacted] account on file shortly