Shoes.com

We are sorry the customer is upset about this frustrating experience however we cannot accept the boots back.We have had management review the images again and they are in agreement the shoes sent back to us were worn.Attached are pictures the warehouse took when they deemed the shoes worn and unable to accept back In the pictures you can see wear on the bottom of the boots and creases in the upper part of the boots both indicating the shoes were worn and not just tried on. Again we do apologize to this customer but our policy states on our website that return items must be unworn

Please apologize to customer for any inconvenience that she has experiencedOur supplier has shipped the missing shoes and they are expected to be delivered on Tuesday, 8/15/The *** tracking number for the shipment is ***New Balance has multiple warehouses that they ship
from, thus the reason for the separate shipments

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 am still waiting on the refund from the part of the order they were able to cancelUntil I get my money back from that and the rest of the order, I am not satisfied
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 # ***
Called Shoebuy customer service department 1-*** 3/12/on hold from 12:PM to 12:Spoke with ***, professional and politeI will send the *** *** boots to SHOEBUY,** *** *** *** ** *** I will hold off closing this complaint until I hear back from Shoebuy
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. I regret that this was not able to be solved during my conversation with the business's customer sercice and that the Revdex.com needed to be involved
Regards,
*** ***

We would like to thank the customer for shopping with us and we are very sorry about the defect in the shoes We are happy to apply an additional 10% discount to the customers order and credit the customer back $ We ask the customer allows 2-days for this credit to be processed
and also be advised it can take up to business days for the credit to appear on their statement If the customer would still like to return the item for a defect review we would be happy to email the customer a return label, however if it is not deemed a defect the shoes will be returned to the customer

We are sorry to hear that Ms*** has rejected our response and we appreciate her frustrationHowever, we are unable to accept the shoes back as they do not meet our requirements for returnMs*** is scheduled to receive the shoes back today, Thursday, 07/16/2015, by the end of dayAgain, we apologize for any inconvenience

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 are sorry the customer is upset with our policy however we cannot accept the item back When an item is not accepted back we ship the item back to the customer with a note in the box stating the reason the return was not accepted Again our complete policy about returned items can be found at *** As we have stated we cannot accept items back when the shoe box is used as the shipping box

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 do not agree with their reply. Shoebuy is the customer and their needs should be address. Very poor excuse, The amount of time that they have been in business this has come numerous times. They have not fixed it. I give that a hearty laugh. They also set up their needs when they went with that supplier
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 # ***Please add your rejection comments below.
[The entire point is being repeatedly ignored which is that I was not notified of a processing time prior to chosing my shipping time frame! If this company is going to allow for mobile ordering then they need to have all the information that is on their desktop that would provide their processing time frame for a customer to make a correct choice in their shipping optionsI should not be expected to go from the mobile site to their desktop site in search of looking for processing timesThere are many online companies I order from that do not have processing timesHow am I supposed to know that their company does and that I need to take time to go locate it on a desktop siteThis company is ridiculousThey bring up another point in that they should also have documented "business days"I am sorry, but as a customer of online ordering from various companies, I do not have any of their processing/shipping times memorized nor do I have the UPS day air delivery memorized for business daysIt is common sense for any company to document this informationYes, both of the shoes were sent back because I did not recieve them in time, and their sizing is extremely offAgain, this has no baring on the companies incompentence to communicate correctly to customers about shipping which should be reflected in their Revdex.com rating! I will never purchase from this company again nor will I ever recommend them to anyone.]
Regards,
*** ***

The customer is correct that exceptions can be mad during the holidaysFor any order placed from November 1st through December 31st, our return policy is extended to business days However, this customer placed their order on October 15th so it is not eligible for day returnsThe customer also should have received an email from a Manager on January 12th to explain that we cannot make an exception to our policy for this order Again, we sincerely apologize for this disappointment but we have to keep within our guidelines

Please apologize to customer for any inconvenience experienced and for the bad interaction with our customer service departmentThis is definitely not a way in which we pride on running our business and was a very isolated incidentOther than providing another discount code for a future order yet
again, there is really nothing else we can do to assist this customerWe issued credit for the original order purchased on our website on 7/27/and applied the 30% discount to the second order placed on 8/2/to the *** account ending in ***As far as the express shipping option is concerned, this should have been something that the supervisor in question should have done a better job with90% of our orders do drop ship directly from the supplier and more often than not, express shipping is not available for the brand purchasedThis option is only available for select brands onlyIf the customer would like to return the shoes purchased, we would be more than happy to e-mail a prepaid *** return label and have the restocking fee waived for the returnThe customer may use code *** to place a new order on our website, if they would like to return and shop with us againWe apologize again for any inconvenience and miscommunication experienced

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.
First, I have seen no refund Second, Shoebuy did not even notify me of any refund until Revdex.com contacted them Third, a refund should never have been required as I should not have been charged for the third order, which Shoebuy admits I never made or authorized, as they were fully aware that I had not placed or authorized that order due to telephone conversations and emails between their representatives and me in which they agreed that I had not made the order These communications took place before the date on which they fraudulently charged my credit card Fourth, their statement that they have removed me from their list of persons to whom promotional emails are sent is false I received an unwanted and unsolicited promotional email from the company today I will not consider this matter resolved until I actually receive a refund for the unauthorized charge and am truly off of their list for emails.
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 # ***Please add your rejection comments below.
[I am a foreign students in United statesBut Now I am in my hometown during holidays?So sending back use a free *** is impossible because I have to use international ***.Would you please suggest another Solution to solve the problem?]I am a foreign students in United statesBut Now I am in my hometown during holidays?So sending back use a free *** is impossible because I have to use international ***.Would you please suggest another Solution to solve the problem?
Regards,
*** ***

We want to thank this customer for shopping with us and are sorry for this situation. We have reviewed the customer’s 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 return We 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 they were seeking. 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 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'm not waiting days to see if my size becomes availableI purchased the size I needed from a different company and I will never do business with you again
Regards,
*** ***

The refund has been posted
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,
*** ***

A full refund of $was issued on Dec 23rdThe bank that issued the original card should be able to transfer the refund to the new card, assuming that the customer’s account is still with the same bankIf not, the customer will still need to contact the bank that issued the original card so they can issue the customer a check ShoeBuy is only able to issue a refund to the original method of payment and cannot refund a different way If the customer would like to speak to a Supervisor regarding this, she will need to call our main customer service line at *** and ask for a Supervisor or Manager

We would like to apologize to this customer for the frustrating experience they have had with their order The customer contacted us on 1/13/to cancel the order at that time they were told the cancel request was made but we could not guarantee the order would be canceled The
customer contacted us again on 1/16/and we told the customer the order could not be canceled and would be shipping out The customer spoke with a supervisor on 1/18/and we told the customer we could not credit them back the overdraft fee however we would credit the customer back the amount of the item ( $) before the item was received back to us This credit was processed the same day (1/18/17) The customer received the shoes on 1/25/and at this time has not contacted us for the return label to send the item back which they have already received a full credit for Again we apologize for this situation and look forward to hearing from the customer so we can send them the return label