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 # ***Please add your rejection comments below.
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 # ***.As I mentioned before, Shoes.com should not have taken money from me if they could not guarantee deliveryThey hired ***, so the delivery is their problemAt this point, I will not be satisfied until I receive a full refund and I don't care if I get the shoes that were never delivered, I just want a refundWhat Shoes.com did is unforgivableThey stole $from me.
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.
Regards,
*** ***

We apologize to the customer for any inconvenienceThis order was canceled on 3/2/and customer was never charged for the orderI just removed the preauthorization for the $from the customers accountWe apologize again for the inconvenience

We would like to thank this customer for shopping with us When an item is returned to a customer our warehouse takes multiple pictures of the item documenting the reason why the item was returned We have reviewed the pictures of this customers item and are unable to accept the
item back as they do show signs of ware on them We will however credit the customer back for this item We ask the customer allow 3-business days for the credit in the amount of $be credited back to the customer The customer can keep the item and either give them to someone who can use them or donate them to a local charity

We have sent multiple return labels to this customer via *** and email Today another label in a hand written envelope was sent to the customer. This will go out in the mail within day and should arrive to the customer within the next to days We also sent an email with the label as an attachment to *** in case the customer is able to print the label

We would like to thank this customer for shopping with us and are sorry we were not able to cancel the order Our policy on canceling orders which can be found on our website and on the confirmation emails sent to customers states the customer must call our customer service department as soon
as possible to cancel an order We receive hundreds if not over a thousand emails daily and they are replied to in the order they are received It can take up to two business days to reply to an email (sometimes longer when we have an extremely high email volume).Once an order is transmitted to the warehouse we are unable to cancel the order and must submit a request to cancel to the warehouse who determines if an order can be canceled There are many factors that will determine if an order is able to be canceled and unfortunately they were unable to cancel this order.The order has shipped out and is expected to be delivered on 2/9/ We will be happy to email the customer a pre-paid return label so the customer can return the order back to us Once we receive the item back we will credit the customer back the $ We will not charge the restocking fee as we do see two orders for the same item were placed within minutes of each other

We would like to than this customer for shopping with us and are sorry for the frustrating experience The free magazine subscription is offered in the shopping cartIt can be declined prior to proceeding to checkoutWe sincerely apologize for the inconvenience our gift caused We have
already canceled the magazine subscription.We are looking into the rebate the customer is asking about We would like the customer to know it can take weeks to process the rebate then another 4-weeks for the rebate to be mailed out We will be happy to email the customer once we have more information

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 would like to thank this customer for shopping with us and apologize for the late delivery We did contact this customer by phone and explained we had to wait for both items to arrive at our warehouse before shipping to him This delayed his order and once we did receive both items we
shipped them to the customer next day airWe also gave this customer an additional discount on both orders due to the delay We hope this customer will continue to shop with us and look forward to helping him again in the future

Please apologize to customer for any inconvenienceIt appears as if our supplier shipped the item purchased on our website by standard ground shipping instead of the two day air service that customer requestedWe will be issuing a refund for the $express shipping chargeCustomer can expect
to receive this refund in the next 3-business days

We have checked with *** again and that tracking number is still invalid*** *** has not verified to us that they received the package and are still requesting a valid tracking number to verify this. We cannot verify the picture that the customer has included and still need *** *** to verify to us that they received the packagePlease contact *** or *** *** and get the correct valid tracking so that we can verify this information and issue the refund

We would like to thank Ms*** for shopping with us, and apologize for the surely frustrating experience she has had with usRegrettably, Ms*** was shipped the Lime Canvas color in the White Mountain Solar shoes, not the Grey CanvasThis was due to a rare error with data entry in our
systemWe want to assure Ms*** that as of today, 5/22/15, she has been refunded in fullAnd we would like to take this opportunity to explain the unfortunate incident The supplier warehouse unintentionally fulfilled the initial order #*** twice, and Ms*** received a total of two pairs in Solar Lime CanvasWhen a customer places an order with us, we pre-authorized the credit card for the cost to cover the purchase in order to verify the card is valid and sufficient funds are availableWe do no process payment until the item shipsAlthough order #*** was fulfilled twice, Ms*** was charged once for this order as we were only alerted of one shipment After the first pair was delivered and Ms*** contacted us, the product issue was reported internally and an exchange was set up in our system per her requestOur exchange process is as follows: upon receipt of the original item in our facility we will refund the payment method used on the original orderThen, as we process the exchange we create a new order for the exchange item, and we will debit this same payment methodAfter receiving email confirmation of the new order, #***, Ms*** replied with a request to cancel, which was doneAs the order was canceled, the pre-authorization hold placed on her credit card for this order was never processed and should have dropped off of her credit card account When we received Ms***’s return in our facility we issued her a refund for the initial order (#***.) Following this, the accidental second pair of shoes from the original order (#***) arrived and Ms*** contacted usWe provided her a return label to mail this pair back and Ms*** asked for no more pairs to be sentRegrettably, our customer service team member designated an exchange to process when we receive the second pair backWe sincerely apologize for this errorThe new order that resulted from this, #***, shipped and we had this package returned to senderMs*** was refunded for this third and final order today, 5/22/ In conclusion, Ms*** was refunded for her original order #*** on 5/6/15; the second exchange order #*** was canceled on 5/6/and not billed; and she was refunded for the third order on 5/22/After we issue a credit, the customer’s bank may take an additional 2-business days to post this to their accountWe want to assure Ms*** that no more exchange orders have been placedPer Ms***’s request we have removed her from all ShoeBuy promotional emails We do understand this is a lengthy explanation, but we hope this helpsWe cannot apologize enough for the experience Ms*** has had, and again we are sorry for the inconvenience this unfortunate situation has caused

I maintain that Shoebuy hid the policy change. Yes, it is available under "Returns". If I searched for a change in policy every time I bought from an online retailer, it would be ridiculously time consuming. The policy change was not upfront, was not on the main page and was never included in any email correspondance. The policy change was purposely hidden and of course, Shoebuy will not outright admit its intention of 'hiding a new policy'. I maintain my original complaint

We would like to thank this customer for reaching out to us
and apologize for the inconvenience of the delayed shippingWe are very sorry that the package did not ship as quickly as
it normally wouldThe customer has been in contact with our Special Solutions
department and has been updated
with a tracking number and a delivery estimateIf the customer would like to return his package, we would
be happy to help him with this but we are not able to issue a refund without
the shoes being returned

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 # ***
You need to indicate at the top of each of your website pages that you charge a $restocking fee for each pair of shoes returned Your website is very misleading otherwise Customers should not have to go searching to find this information As I mentioned before, I am not the only one that finds your website very misleading Check out the "Consumer Affairs" web site Until you change your misleading web site, I will not be satisfied with any of your "canned" responses!!! 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 decided to accept the solution and I have already placed an new order for a different sizeI am right now waiting for the price adjustment and they told me that I have to wait business days for them to update the priceI will contact Revdex.com again if the price adjustment is not fulfilled as they promisedThanks very much for your help.
Regards,
*** ***

We would like to thank the customer and apologize for the delay in responseWe have been investigating this case to find out what happenedWe still have not gotten the results of this investigationHowever, we have approved a refund for this missing item as a courtesyThe customer should expect
this refund to appear on her account within business daysWe sincerely apologize for any frustration that the customer has experienced during this refundWe hope the customer will let us know if there is anything else we can do for her

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 filed a previous complaint with the Revdex.com under complaint ID # *** against ShoebuyI purchased an order from Shoebuy under order # ***This order was for pairs of shoesof the pairs they sent me was not the correct pair of shoesI spoke with Shoebuy Customer Service Supervisor *** *** who confirmed this was Shoebuy's error and he agreed they would not charge me the $restocking fee to return the shoesI returned the shoes and they subtracted the $restocking fee despite their assurance they would not do thatI immediately called Shoebuy days ago when they issued the refund error and brought this to their attentionI also sent *** *** an email which I explained there error in not giving me the promised $restock feeI never received any response from *** *** and the Customer Service Agents told me to wait daysThis was days ago and still no refundI called again and they refused to let me speak with a SupervisorI have emails exchanged between *** *** and I to prove he agreed to refund me the $restocking fee
Regards,
*** ***

We would like to thank the customer for contacting us and apologize for any confusionWe do understand that the customer is claiming to have received only of the itemsWe have started the investigation to look into this situationThe notes on the order indicate that the representatives
did put in the correct notes to start this investigationWe sincerely apologize that the customer believed we did not understand the problemThe investigation can take up to business days to completeAt this time it looks like the supplier might be shipping out the new shoes shortlyThe customer will receive an email as soon as we received more information