Shoes.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 their business and are sorry the feel they did not have a good customer experience The customer placed the order on December 14, and called our office December 16th, to cancel the order When the customer requested the order to be
cancelled we informed the customer the order was already at the warehouse and we could not guarantee the order would be cancelled This order was shipped out on December 17, Per our shipping policy all orders are processed and shipped out within 1-business days of the order placed The customer contacted us again on December 17th after the item shipped and informed us that he lives at a marina and the dock will be closed for the next weeks On December 22, an email was sent to this customer informing him *** will attempt deliveries then return the item to sender On December 23, customer contacted our customer service department and said he received the incorrect item and we emailed a return label to the customer so he could return the item back to us As of December 24th *** tracking number *** is showing they attempted delivery on 12/and the business was closed and that this item is out for delivery again today It is possible the customer received the incorrect package and the correct package is to be delivered today We have already noted the customers order to waive the restocking fee once we received the boots back and our warehouse verifies he was sent the incorrect items Per our policy we do not charge a restocking fee on incorrect items shipped Once we receive the return item at our warehouse we will process the return and credit this customer back within 2-business days

We appreciate this customer's feedback about our return policy and will share this with the appropriate internal teamsWe are unable to waive any restocking fees unless an exchange is madeThis customer's returns have been processedWe love taking care of our customers, and we do regret that this customer is disappointed

We have mailed this customer
a return label that she should be receiving within a weekIf the customer
would prefer to mail the package back using a different shipping method, we
would be happy to give her the shipping address but will not refund her for the
shipping costWe also will not waive the restocking fee as this return
falls within our standard return policyIf the customer would like to process
an exchange instead then we would be happy to waive that fee

Please apologize to customer but our last offer still standsWe cannot refund for the shoes returnedWe have a return policy that needs to be followed on the website

We would like to thank this customer for shopping with us and apologize for the disappointment caused by their recent order experienceSome of the brands we carry, including *** ***, are shipped directly from the supplier warehouseAfter being transmitted to the supplier, typical processing
time is within 1-business daysUsually, if an item becomes unavailable we are notified and inform the customerWe are committed to treating our customers well and keeping them informed during unusual situationsRegrettably, this was not the case with this orderAfter the customer connected with us via online chat we reached out to the supplier and they informed us the shoes were out of stockWe issued a full refund to this customer’s *** account and provided a 30% off discount code for a future purchaseOur discount codes can only be applied to brands that participate in our promotionsThe customer contacted us again via chat as this code was invalidWe do apologize for thisWe would be happy to provide a new code to the customer via emailAgain, we do apologize for this unfortunate incident and we hope this customer will appreciate the discount

We want to thank this customer for shopping with us and are sorry for this unfortunate situation. We have reviewed the customer’s order and unfortunately we must have the shoes returned with their original undamaged shoe box 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 shoe box 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 do not wish to keep the shoesWe also understand this was not the resolution they were 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 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 # ***Please add your rejection comments below.
there are numerous complaints about this company on consumer affairs.comi sent the link to you earlier in the weekthere is obviously a problem with this companymany people have complained about the same issueagain, did anyone look at the pictures I sent
Regards,
*** ***

First we would like to sincerely apologize for any incorrect information the customer has receivedThe customer is correct that they should have been able to use both the $*** code and a promotional codeWe would be happy to help resolve this for the customer. The best way to apply
both discounts is for ShoeBuy to apply one of them manuallyThis would mean that the customer would need to place their order using the promotional discount, and then give us the order number so that we can manually deduct $off for the *** gift certificate. The customer has not indicated what kind of promotion they will be usingHowever if it is one of our standard percentage discounts, we would be happy to offer an additional 5% discount off of her order as a courtesy for the inconvenience and time taken to resolve this. We hope this solution is acceptable to the customer and are very grateful for the customers consideration in shopping with us and for giving us the chance to resolve this issue

We would like to thank the customer for contacting us and
apologize for any confusion regarding her orderThe tracer investigation was indeed started on
December 8th when the customer called, and can take up to
bsuiness days to be processedThis order is being investigated because it
was
not returned to our warehouse or the same address that it was shipped fromHowever, the *** tracking number clearly shows
that the package was not delivered to the customerBecause of this, we can
guarantee with 99% certainty that a refund will be issued to the customerUnfortunately,
we do have to complete this investigation before a refund can be issuedThis
process should be competed by the 22nd if not soonerWe thank the
customer for their patience while we look into this matter

We would like to apologize to this customer for her inconvenience and the poor experience this has createdShoeBuy has been running our complimentary magazine subscription offer for over years now during which customers are presented with an offer of a complimentary magazine subscription during
check-outCustomers are given the option in the shopping cart to choose not take advantage of this offer, while this customer did not decline the offer we have gone ahead and cancelled her free subscriptionsShoeBuy is committed to it's privacy policy and does not share or sell customers personal information to any 3rd partiesWe apologize again for the inconvenience caused to this customer and thank her for shopping with us

We are unfortunately unable to accept the shoes back due to being worn We have attached a couple of the pictures we have of the shoes showing the wear This customer was offered a credit of $and she can keep the shoes, however, we have not heard back from the customer in regards to this offer If this customer would still like the credit we ask she contacts our customer service department and we will be happy to apply the credit

We sincerely regret hearing about this customer’s experience and apologize for any confusion regarding the return We generally advise not using the shoebox as the shipping box due to the possibility of damage during transitWe can only accept returns if they are in new or unworn condition
just like they are delivered When we received the packages from the customer, our warehouse determined that the shoebox for the *** *** Abrial Ankle Boots had been damaged and we would be unable to accept to returnAt that time the shoes were mailed back to the customer Because the customer is claiming that the box is not actually damaged, we will open an image reviewWhen a return is rejected, pictures are taken showing why the return was rejectedDuring an image review, we pull up those pictures and have them reviewed by multiple parties for a mistakeIf it is then decided that the return should not have been rejected, we will allow the customer to return for a refundIf the pictures do clearly show the reason the return was rejected, this information is sent to the customer and we still cannot accept the item back This review should be done within business daysAt that time, the customer will receive an automatic email with the results of the image review

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,
*** ***

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 did receive a phone call from Customer Service Representative, ***...which I appreciate. He told me that I would received a full refund for all pair of shoes once the shoes were received back at the shoes.com warehouse. I shipped them all back immediately and according to the tracking numbers, both packages have been received and accepted by the warehouse. I still have not received the refund to my credit card though...I emailed the customer service rep back to ask when I can expect the refund but I have not heard back
Regards,
*** ***

This customer spoke to a manger on 12/29/and agreed to a total of $credit for both items which we credited back to their credit card We sent the shoes back to the customer who then refused the package We are unable to credit back more then the amount already credited back The customer was aware the items would be sent back to them when the agreed to the $credit on 12/29/

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.
After the warehouse has processed the return? Have the shoes been shipped? If they haven't been shipped, there is no return to process. It is a cancellation. If they have been shipped, what is the tracking #? Once again, why did you charge my card when your email states:Total to be billed to your *** upon shipment: $ What does to be billed upon shipment mean to you? This is ridiculous. You're customer service agent lies and says he is in Boston but has no idea who *** *** is? Scam
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. my name on *** is *** my email is *** or you can try ***I have received email from you on my *** account so you must have me some where in your system.[ ***as you can see your invoice for this purchase dosnt have a transaction number
Regards,
*** ***

We have just looked into this and can see that the package was returned to the sender and not usWe will reach out to the sender to verify and start the return/refund process for the customer Please allow up to business days for the return and refund to be processed We will still not be able to waive any restocking fees for these items that were returned

We would like to thank this customer for shopping with us and are sorry for any confusion The customer placed this order on 10/13/at 12:AM This item did ship the same day via *** 2nd day This item is scheduled to be delivered on Monday 10/17/ Delivery is business
days only (Monday through Friday) Since Saturday is not considered a business day this customers item is going to be delivered on the correct day