Shoes.com

We would like to thank the customer for their order and for
reaching out to usWe want to reassure the customer that situation like this
are handled very carefullyWe document returns as soon as we receive them in
our warehouse and when a return in rejected, take extra precaution to
photograph
the shoes to document why they were rejectedIn this case, the shoes were dirtyWe found the insoles and
collar were covered in hair, lint and sock debris and the insoles themselves
showed signs of light wearWe sent these shoes back to the customer and then
conducted an image review at the customer’s requestDuring an image review, we
double check the pictures that we took of the shoes to make sure that the warehouse
did not make a mistake in judgementThe image review confirmed the reasons for the rejection and
these pictures were emailed to the customerOur return policy states that returns must be made in new or
unworn conditionWe apologize for any disappointment caused by our return
policyWe would like to assure the customer, that the decision to not accept
this return was done carefully and in accordance with our return policy

We would like to than the customer for shopping with us and apologize for the wrong width being sent to the customer We do not charge restocking fees on shipping errors and have requested to credit the customer back the $ We ask the customer allow 2-business days for this to be
processed and please be aware it can take an additional 3-business days for the credit to appear on their statement Again we apologize for the mistake and would be happy to help the customer order and receive the correct item

We have reviewed this customer order and the customer placed this order online themselves When the customer clicked the "Place Order" button it states "By placing your order, you agree to our terms of use and return policy Exchanges are free; a restock fee applies to returns." We are unable to waive the restocking fee on this customers order without a new item being processed as 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 # ***.I returned the second pair of shoes to the printout label they sent me, no other. Case No*** dated 2-27-
Regards,
*** ***

We do apologize to the customer for this frustrating experience Unfortunately we do not have a way to go back and check the exact promotion the customer is referring to We have however already credited the customer back the extra percentage making the total of the order $

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 belowRegards,
*** ***

We apologize to the customer for any inconvenienceWe cannot guarantee cancellations due to the fact that our orders are shipped directly from the supplier to the customerWe will do our best to try and have this order canceledCustomer can return at no charge if the order does ship and cannot be
canceledWe apologize again for any inconvenience

Please apologize to customer for any inconvenienceWe will be issuing a refund for this order as a onetime exception to our return policyCustomer can expect to receive this refund in the next 3-business days on her Paypal account

We are showing a second package has been sent out and will be delivered on 7/ The new tracking number is *** Hopefully the customer will receive the correct item, however, if the items are still incorrect we ask the customer contact us via email at [email protected] so we can work to get the order correct

We apologize for any inconvenience that the customer has experiencedWe will be issuing a refund shortly for the order in questionCustomer can expect to see this refund posted on the *** account ending in *** in the next 3-business days

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 the order being cancelled Unfortunately we were alerted by the supplier that the items were out of stock and could not be shippedFor this reason, we cancelled the order and let the customer know immediately of the issue The customer has already
been refunded for his cancelled items back to his *** accountWe are very sorry for any inconvenience this has caused We will still honor the customers 30% discount if he would like to place a new order

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 # ***
PHOOEY!!!! AND I AM STILL WAITING FOR MY RETURN SHIPPING LABEL WHICH I ASKED FOR ON 5/25/
Regards,
*** ***

We would like to thank this customer for shopping with us and apologize for this frustrating experience When an item is not accepted back by our warehouse multiple pictures are taken of the item to document why an item is not accepted We have reviewed these pictures and feel the shoes
this customer sent back to us were still in new condition We will be processing the credit back to the customer within the next 2-business days The customer can keep the item and if they are unable to use the shoes we ask they donate them to a local charity Again we apologize for this situation and hope to work with the customer again soon

We sincerely apologize for the customer’s disappointment in our policies and procedures We would like to assure the customer that our procedure is not about questioning her judgement or calling her a liar, it is simply the procedure we have to follow in these cases We have received
and fully processed the return at this timeOur findings did match the customers and the restocking fee has been waived due to the *** in the shoe being weak A full refund has been issued to *** and the customer should see that refund process to them within business days Again, we sincerely apologize that the customer was upset that we were unable to guarantee the defect over the phone

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. To have only some of the terms on the order page (the "free" services) and selectively others on another webpage (the hidden fees) without a note to check another location ( simple asterisk would do) or a check box for the consumer to agree to the return terms is intentionally deceptiveWhen you state free shipping and free exchanges a consumer will assume are a reputable company who doesn't charge for shipping (that's why *** is prospering) and not feel the need to look for loopholes to that practice hidden away on another part of the website. I needed a pair of shoes immediatelyI ordered pairs and one workedThe other two pairs did not fit or I would keep themA saavy business owner would see that by doing this I have saved ShoeBuy money by not sending for one pair back and forth times or moreSince I have made a purchase and ShoeBuy has only had to pay for shipping once each way, I should not be charged a "restocking" fee for two items I cannot useShoeBuy needs to be clear and up front about hidden chargesA simple note to refer to return policy on the order page would work wonders and eliminate the many many complaints here on the Revdex.com site regarding this issueYou would also have return customers who wouldn't file complaints and warn everyone they know to stay away from ShoeBuy.com. Thank you for offering to make exchanges for the two items I cannot use, but I don't need anything further and should not be forced to relinquish money I don't wish to spend in order to avoid your sneaky penalty fees
Regards,
*** ***

RevDex.com:I have already returned Item 2. At this point I do NOT want an exchange of those shoes as previously stated. (Algeria by PG Lite Paloma Mary Jane) They have been returned with a label ShoeBuy sent to me previous. Since this has become such a fiasco I no longer want to order any other shoes from this point forward. I now have a label, for the return of Item 1, that was sent from Shoe Buy to me per Revdex.com's intervention in asking ShoeBuy to return my email correspondence. This could have been an easy return if they answered their phones, instead Shoebuy chose to lose revenue and a customer due to horrible customer service. I am returning Item the BORN Inola US M in Seda Metallic, today to UPS (5/29/15) with the label printed from ShoeBuy Tracking # ** *** *** ** *** ***. Please credit my VISA card I used to purchase said items, accordingly. (Picture taken of box and UPS acceptance). I will be satisfied and consider the complaint resolved WHEN ShoeBuy follows through with accepting my returns and crediting back the credit card I used in these transactions on complaint #***. I have made a copy of the entirety of these transactions for record.
Regards,
*** ***

Please apologize to customer for any inconvenience with the order placed on our websiteWe do have brands that do not ship the same day even though express shipping is chosen as the main method of shippingIf the item does not state that it is a "quick ship" item and that it ships the same day if
placed before a certain time, then it will not ship the same day and will take approximately 1-business days to process before it shipsI am showing that we were successfully able to cancel this order as requested by the customer and we did not charge for the orderAny debits on the customers method of payment are preauthorizations which drop off automatically on their ownWe apologize again for any inconvenience or miscommunication

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 # ***

We are very sorry to
hear about the customer’s illnessUnfortunately this is not a circumstance
which allows us to make an exemption on our return policyWe sincerely
apologize that we are not able to alter our return policy and accept these late
items back for return