Shoes.com

We would like to thank this customer for shopping with us The customer placed the order on 12/27/and was shipped on 1/4/and will be delivered to the customer on 1/10/ Per our website we say all orders will take up to business days to arrive, business days does not
include weekends or holidays The customer will receive this order on the ninth business day We also have had listed on every ** *** item for the past month a statement which says:We are currently experiencing longer-than-usual shipping times for *** ***We appreciate your patience.We do apologize for any inconvenience this has cause the customer however the item is being delivered within our given time frame

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 # *** I know that they were not in the box with the other pairs of shoes...and if you would look at my account, you would know that too! The size were originally lost and shipped separately and I shipped them back immediately once I received them. On the morning of 12/13/I spoke with Shoes.com customer service supervisor, *** and he told authorized a return with full refund of size boots that would be arriving later that same day. As soon as I received them, I immediately put the new return label on them and shipped them back (I had already returned the other pair of boots). If you look at my order number (#***) you will see that the last item listed on the order is the size 7, Women's *** *** Mid Waterproof Boot for $121.24. It says return request received 12/13/and when you click on track, the *** tracking for just that pair of boots comes up (***) to which it says was received by the warehouse on 12/18/at 11:am and signed by ***. I have attached screen shots of all of these items...my account page from shoes.com, the tracking number that says received, as well as the tracking progress that shows it went from Waco to Woburn, MA. I also included a picture of the shoes inside the box before I dropped them off at ***. All I want is my refund for this pair of boots and then I promise to never, ever, ever have contact with this company again!
Regards,
*** ***

Hello - We would like to apologize to Ms*** for the experience she has had with us thus far, and for the inconvenience we have causedUnfortunately, our website experienced an unusual issue at checkout last week, and Ms*** was one of the effected customersSome of the brands we carry
are shipped directly from the supplier to the customer. If a customer would like to change or cancel an order, we have to submit a request to the supplier. We do not guarantee that these request will be grantedAdhering to our policies, the customer service representatives and Supervisor that Ms*** spoke with made multiple attempts to cancel these ordersRegrettably, the orders had already been processedWe want to make this right for Ms***, therefore, we have requested the packages (for your reference: *** & ***) be returned to senderAs soon as these packages are scanned in movement back to the supplier warehouse we will be happy to issue her refund, We will confirm via emailWe cannot apologize enough for the experience Ms*** has had with us, and we hope she will give us the opportunity to provide her with a delightful shopping experience in the future

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.
Yes I would like the credit authorization information to be sent to me through this forumIn addition, the credit amount should be not
Regards,
** ***

We sincerely apologize for misspeakingWe did intend to say that the restocking fee appears in thereturn process, not during checkout as the customer is not charged any fees during checkout It is also not shown during exchanges because exchanges do not incur a restocking feeHowever, ourreturn/exchange policy can always be found under our “Help” section

We would like to thank this customer for shopping with us and apologize for the frustrating and confusing experience they have had with the exchange order When a customer exchanges for a different item the new item must participate in our promotions to receive a discount This was
unfortunately not explained to the customer when she originally processed the exchange We have requested to credit the customer back an additional 10% off the order This will make the total discount received 25% We as the customer allow 2-business days for the credit of $to be process and to appear on her statement Again we would like to say we are very sorry for any incorrect information that was given to the customer

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.
Changing the website to "free shipping + free exchanges" does not provide notice of a changed policy. At best, it is ambiguous as returns aren't even addressed. Further, as originally noted, shoebuy sends several emails per week to their customers. A dramatic change in something the company used to take pride in should have been communicated to it's customers. Lastly, there is no notification within the order process of a restocking fee, other than in the terms for returns
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 # ***.Its is evident that this business has numerous complaints from alot of customers and whilst their issues is not mines is very similarThis is not the first time that I ordered from companies have it shipped to my skybox who forwards it to me, also *** specifically stated that I will be refunded in full and no restocking fee will be charged, this company has refunded even after I specifically stated I wanted to cancel my order especially if it wasnt shipped out. A refund was given because I was posting and updating other customers of the terrible serviceShady yesA tracking number was sent to me and the items never even left their so called warehouseI was told the only way I can get my refund is if I remove my complaint with *** on them and they refunded me faster than thatSo please dont feed me your BS and think I am a now comeStop being so shady and giving customer shady stories and just do as you say, shipped customers products.I also have all tapings and messages so I can forward that alsoYou guys refunded me and I am grateful thats all I wantedThanks much]
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 sincerely apologize for any confusion regarding billing information. ShoeBuy does not have any access to any billing information for orders placed through ***In these cases, we charge *** for the item and they charge the customerWhen an item is returned, we refund *** who
refunds the customer. On this order, I can verify that we issued a full refund of $back to *** on Feb 5thIf the customer has not received that refund in full, they will need to file a complaint with ***. We are very sorry for any inconvenience this causes

We would like to thank this customer for shopping with us and apologize for the confusion with their return We always recommend customers return different orders separately and are happy to supply labels for each order When a package is received back to our warehouse their is a bar
code on the label our warehouse scans which pulls up the order associated with that label This is why the customers first item was credit back The warehouse was not sure what the second pair was and when the tried to find another order they were unable since the order second order was placed on *** and not connected to the customers ShoeBuy history Once the customer did contact us we notified the warehouse who then had to locate the customers other return and then process the credit back On 1/25/the customer was credited back for Order # *** Again we are sorry for the delay in crediting the customer

We apologize for the frustrating experience this customer has had *** has finished their investigation and issued a claim for the missing items on 7/3/ The customer will be credited back in the next 2-business days and will should see the credit on their statement in the
next 2-business days for the total amount $

We apologize to this customer for never receiving her item When shipping to a PO Box we utilize *** *** *** will hand off the package to the local USPS location to finish delivery Unfortunately with this customers order either the local *** or USPS did not take part in this
program and the package became lost We are required to open a tracer with *** and allow them time to investigate On September 29th we were notified by *** that they did file a lost claim on the item and on September 30th we credited the customer back $78.74. On the new order the customer should of received the item at the same price We have requested our billing department to credit the customer back $making this or the same amount as the first ($78.74) We ask the customer allow 2-business days for this to be processed and up to business days for the credit to appear on her statement

We have looked into this matter for the customerThe restocking fee was refunded on March 14th and the *** cleaner was refunded on March 17th and the $in rewards points were applied to order *** and refunded on March 10th. The customer now has all appropriate refundsWe advise waiting at least business days for her bank or financial institution to show these refunds on her account. ***

We sincerely apologize for the customer's disappointment in our return policyHowever, we are not able to alter our return policy for this customerOur policy can be found in the return section of our "Help" tab and has been on the site since July 16thIf the customer would like to place an exchange order, we would be happy to refund them for their returns

Please apologize to the customer for any inconvenience experiencedRegrettably, we are not able to ship items without orders being placed since they all ship from our suppliers warehousesThey all require that orders be placed before exchanges are shipped either before or after the refund
has been issued for the original orderThe free exchanges on our website means that the restocking fee for the return will be waived if an exchange order is processedWe apologize again for any inconvenience and confusion

We sincerely apologize for any confusion that the customer has experiencedIt seems like the customers issues are only for order *** so we will fully explain the charges for order ***Our records show that the customer only paid $for the order ***The *** Cleaner was
$($minus in reward points) The Soft Style *** was $($minus $for the 20% discount which made her total $Then we refunded $for reward points and $for the $discount.) The *** June was $($minus $for the 20% discount which made her total $Then we refunded $for reward points and $for the $discount.) The Soft Style *** and the *** June were returned and we refunded $(At this time we did charge a $restocking fee which was a mistake and will be refunded within business days.) We did not refund the $*** Cleaner because we have not received itWe hope this has clarified the issue

[I am not satisfied with this responseI posted a negative review on their *** pageThis is the following conversation: Hi ***! Thank you so much for messaging us! I look forward to resolving this for you! keep in mind that all of our policies as well as a lot of other useful information can be found under the "HELP" tab in the top right portion of our websiteWho thinks to look under the HELP tab? You should have a box that the customer has to check off that explains the return policy! In BIG bold letters on the front of your website it states :FREE Shipping + Free Returns Everyday no Minimumso you assume that it is hassle freeI could understand if I had worn them for a week but it was day and I got blistersIt is a legitimate reason to return them! I want a refund!-***I did call, but was on hold for almost min! so I went online and found that I could do the label online(again, there was nothing stating the return policy..I didn't even know what your return policy was until the supervisor told me)Thank you so much for clearing that up, ***! It looks like we have already started an image review to look into this orderI will do my best to put a rush on this but since nothing happens on Saturday and Sunday we may have to wait until sometime after the weekend to get the results of thisOnce we do get those results we will let you know just as quickly as possible! You mentioned that you were not aware of our return policyWould you like me to send you a link to it so you can have it for your reference? -***, it was made clear to me by your supervisor after the fact! That doesn't do me any good now!OkayI understandI apologizeWell please let us know if you need any other information from me while we wait on those results! Also keep in mind that all of our policies as well as a lot of other useful information can be found under the "HELP" tab in the top right portion of our website-***When you checkout..there is no mention about the return policy! I own my own business and have a websitethere is a box that the customer has to check so they are aware of our return policyyou have nothing like that..you literally have to go search for the return policy to read it! After reading the reviews on your companyI would be ashamed to work for youThere are several in the same situation as I am in, where they got shoes returned to them with a hand written note saying no refund because there is DUST on the bottom of the shoesReally?? all they did was try them on and walk around their house..Who thinks to hit the help button when buying something online?? In BIG bold letters on the front of your website it states :FREE Shipping + Free Returns Everyday no Minimumso you assume that it is hassle freeI could understand if I had worn them for a week but it was day and I got blistersIt is a legitimate reason to return them!hours agoHello ***- I do understand your frustrationIt look like the image review should be token care of today and the results will be sent via emailI sincerely apologize for any inconvenience this may have caused youI look forward to being of assistance in the future.-***.]
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. Their response continues to show their absolute ineptitude with regards to customer serviceThey responded to a Revdex.com complaint by stating facts I myself mentioned in the initial complaint The problem is with their deceptive practice(s) and disgusting behaviors by their customer support SUPERVISORI have attached two screenshots from their siteOne shows the shipping method options, where there is no explanation, no link to an explanation, etcIt just says 2nd day.You need to go to the customer service link and find the link there for shipping optionsIt isn't in their FAQEven there, as the second screen shot shows, there is no mention of only business daysI get 2nd day shipments all the time on Saturday, why should I believe that this would have been any different
Regards,
*** ***