Shoes.com

We have reviewed the item on our website and the item is listed correctly. There is no mention of the shoes being leather except for the color which is called black leather and this is labeled correctly as this is the color of the shoes. As the customer stated when they received the shoes the tag states they are man-made leather, the only incorrect information given to this customer was by one of our customer service representatives and we have apologized to the customer for this and already applied a full credit back to the customer

We regret hearing that the customer did not receive their package When the customer contacted us we started a tracer investigation in accordance with our policiesWhen this happens, we contact *** on the customer’s behalf so that they can conduct an investigation and issue a claim if the
package was not delivered properlyUnfortunately, this is the procedure that we must adhere to in situations like This procedure was explained to the customer and ShoeBuy must wait for the results of this investigation before we can take further action At this time, *** has informed us that they will have the results of this investigation by 5/1/or soonerOnce we receive those results, the customer will receive an automatic email with a copy of those results and the conclusion Again, we sincerely apologize if the customer is unhappy with the procedure

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 # ***. update since filing reportI have still not received my boots and had to buy them from a different company since I am needing them nowI called customer service several times to find out how to get a refund since all they have done was printed a shipping label but *** does not have any box to pick up from them to ship to meSo as of right now I’m out $and want a complete refund.
Regards,
*** ***

We would like to thank the customer for shopping with us and providing feedback regarding our new return policy. Our policy now focuses more on free exchanges because we are certain we can find the right match for our customersThis change took effect on August 1st, and our website was
updated to reflect that we can no longer offer free returns weeks prior so that our customers would be alerted. Our return policy, as well as our other policies and legal information, can be found clearly under the “Help” tab at the top of our website.We understand that this customer is disappointed with our policy, and we do apologize for the disappointmentWhen her returns are received she will be credited for the cost of the item and charged the $restocking fee unless she would like to make an exchange

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.
[This company has mobile orderingI ordered these items through their mobile and not desktop websiteThey do not inform you anywhere on the mobile site of processing timeIf they indeed allow 1-days for processing then it should show you that somewhere on their mobile siteWithout relaying this it is advertising!]
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 shoes did not come with a return shipping label. I called the company from the email confirming the shoe ordered I returned the shoes with the shipping label that was sent to me by the shoe company. I still have the original envelope the shoe company sent to me with the shipping labels included
Regards,
*** ***

We will look into that call as the notes here do not say the representative acknowledge a cancel requestHowever, even if we had received and acknowledged the cancel request, we can never guarantee cancelation more than hours after the order is placed which is when the customer says she requested to cancel We sincerely apologize that we were not able to cancel the order and that the customer needed to return the items We want to assure this customer that our decision to not waive the restocking fees on her orders 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

We would like to thank this customer for shopping with us and are sorry for this situation This customers order was for two items which were shipped from different warehouses The first item with tracking # *** shows it was delivered on 2/17/16, the second item with
tracking # *** shows it was delivered on 2/16/ When a customer says they have not received an item not only does ShoeBuy take this very serious so does *** We are required to open a tracer with *** so they can investigate why the customer did not receive their packages We have no influence or control on ***'s decision to require further items at the customers address to be signed for This is an issue the customer would need to speak to *** about.This customer has not been credited back for her order as *** notified us on 5/11/that they closed the tracer and receipt of items was acknowledged by this customer at the phone number we have on file for the customer Again we are sorry for this inconvenience and the delay in this customer receiving her items We are happy this was able to be resolved with *** and they were able to confirm the customer did receive her items

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.
Reiterating your policy does nothing to solve my problemFind a manager who cares about customers and refund my $That is the only acceptable resolution
Regards,
*** ***

We appreciate this customer’s feedback and will pass it on to our advertising department Unfortunately, we are not able to accept back worn merchandiseIf the merchandise had not been worn we would be happy to accept it back for a full refund or exchange for a new item Because the item has been worn, we cannot accept it backWe do sincerely apologize for the customers frustration

We would like to thank this customer for shopping with us and do see they were able to get their order processed correctly We are also very sorry for any pre-authorizations this customer received when trying to place their original order We have reviewed this customers order and only
see one charge in the amount of Pre-authorizations are temporary holds and automatically fall off within 2-business days If this customer is still showing any extra charges we ask they contact our customer service department as soon as they can

We are very sorry that the customer was disappointed with our internal process for issue resolutionWe were informed of this mis-shipment on August 1st and immediately opened an investigation to resolve this as quickly as possibleAs of August 3rd, we have now been informed that a new order is
being shipped to the customer and we are currently waiting on that tracking numberThe customer will receive an email with more information as soon as we have that new tracking number for shipmentAgain, we apologize for the error with shipment and would like to assure the customer that this is not a common problem ShoeBuy facesWe would also like to reassure the customer that we have been working to resolve the issue as quickly and efficiently as possible

The customers credit card was never charged for this order since it never shippedI did remove the preauthorization from the account on Tuesday, 3/6/The customer should follow up with her financial institution if this hold has not been released as of yet

As I said you have no problem notifying me of salesWhat about changes to your policies? It would have been courteous to your loyal customers to advise them of the changeYour home page looks the same to me and now that I know, I do see the word "exchanges" in place of "returns"Really! Nowhere on your home page does it say your policy has changedVery sneaky of Shoebuy to try to deceive your customers and get away with itYou have lost me and anyone else I can reach as a customer because of your blatant deceitI still believe you owe me my money that you literally have stolen
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 #***After I see my $refund on my bank account my complaint will be closed as resolved.
Regards,
*** ***

We would like to thank this customer for shopping ShoeBuy and apologize for the experience they have had thus farAlthough something went wrong beyond our control, we are dedicated to doing everything we can to make this rightWe opened an investigation with *** on 7/2/to try and locate the
packageOn 7/13/*** informed us that receipt of the package was acknowledged by *** *** at *** *** and their investigation was closedWe emailed these results to the customerOn 7/14/the customer connected with ShoeBuy customer service to inform us that contrary to the results from the *** investigation they did not receive the packageWe have asked *** to reopen the investigation*** will have results by 7/31/or soonerThe customer will be contacted by *** and has to confirm to *** that they did not receive the package in order for ShoeBuy to refund the orderThis is the protocol we must adhere to in situations like thisWe sincerely apologize for this inconvenience and appreciate this customer’s patience and understanding during this unusual situation

We sincerely apologize for the delay in resolution. At this time the supplier has confirmed that they are unable to send out the product and we are issuing a full refund back to the customerThe customer should see the refund on their account within 3-business days. This is not a common issue with ShoeBuy and we apologize again for the inconvenience

We would like to thank this customer for shopping with us and apologize for any confusion with there returning the wrong color item We would always credit a customer back in full including any shipping charge for an incorrect item being sent We do have to wait for the item to be
received and the return processed before we can issue a credit for the shipping charge This customers item was credited back today and billing will be crediting the $shipping charge within 2-business days Please allow 2-business days for both credits to appear on their statement Again we are sorry for the customer receiving the wrong color and then being giving incorrect information

We want to apologize that our initial response was not satisfactory for this customerShoebuy's magazine offer is presented in a full color box directly underneath the item listing in the customers shopping cartThe offer shows a picture of the magazine being offered in conjunction with that shoe as well as the options to choose the offer or to say no, thank you and opt out. We do reiterate our position that we do not share any personal information with any 3rd party vendors per our privacy policyThis customer will not be signed up for any mailings, catalogs or anything elseShoeBuy also does not ever share any credit card information with 3rd parties. The magazine offer is a targeted promotion on our website that many customers have happily taken advantage of over the yearsWe can also reconfirm that we have cancelled any magazine subscriptions pending for this customerDue to mailing schedules there is the chance the customer will still receive one final issue but again, the subscriptions have been cancelledIn closing we do apologize for the frustration the customer has experienced with this issue and hope that this clarifies our resolution

Revdex.com: Regarding complaint #***, the company has met my resolution expectations: I received a well-worded apology and the shipping charge has been refundedAs a side note, there was a problem with the order as received but it is my belief that it is not this company's fault or problem and thus does not affect this complaintI will contact this company separately to apprise them of the issue. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Regards, *** ***