Shoes.com

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

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. As I explained to the company on the phone when I called about only receiving one pair, I need TWO pair or NONE, and THEY will pay return shipping and FULLY refund the price for BOTH if they could not get the second pair to meEither they get the second pair to me NOW, or they send me a prepaid label to return the one pair I did get, and fully refund that purchase priceThis was THEIR mistake, WHICH THEY ADMIT, and I REFUSE to oay fir THEIR mistake.
Regards,
*** ***

We would like to thank this customer for shopping with us and apologize in any delay they had with receiving a return label We have reviewed the customers order and show a pre paid *** return label was sent to the customer on 2/22/with *** tracking # *** At this
time *** is not showing that this label has been used We would like to remind the customer the return label is valid for days If the customer needs another label we ask them to contact our customer service department

When this customer returned their item there was no mention that the item was defective If the customer feels the boots are defective we ask they contact our customer service department for the address to return the boots for a defective review Once received our team will examine the boots to see if the abrasion is caused by an actual defect in the boot If the boots are determined to be defective we will credit the customer back at that time

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.
[If you are rejecting the business's response please enter your rejection comments here.] its great you are giving me back but I paid 20$ for the express shippingThank you
Regards,
*** ***

I am not sure how this works, but we seem to be an impasseThey say they have a strict no waive the fee policy 1x for existing customers who were not made properly awareThey did not communicate the restocking fee clearlyThe only place they mention it specifically is on the returns page which would not be reread by existing customers who already read itWe all know that as a fact. Any other business would send an email of a policy change and the affect on their customers, and they did notAdditionally, there would be a note of the restocking fee in the purchasing cart experience and there was notIt is bad business, and they were not forthright nor offering good customer serviceI do not consider their refusal to acknowledge their fault in poor communication and resistance to offer customers a waived fee as a resolved issue.If they do any less than that, I would say this is unresolved and they do bad business
Regards,
*** ***

A refund for this order was processed on 1/3/to the customers *** account ending in ***Customer should contact financial institution if refund has not been posted as of yet

We sincerely apologize for this situationThis customer should be receiving her package on the 10th but tracking shows it is being delivered on the 13th It looks like this customer has already spoken to a Supervisor and the shipping charges have already been refunded If the
customer does not want to keep this package, we recommend going through our website to process a return Again, we regret that we cannot get the shoes to the customer on time and hope this will not deter her from purchasing with us in the future

We apologize to the customer for any inconvenienceIf the customer can clean up the boot and send us clear, high resolution images, we may be able to accept back these bootsWe will reply again once customer sends images and we have reviewed themWe apologize again for any inconvenience

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.
complaint *** this issue has not been resolved by company I am rejecting a closed case on this I would like to resubmit a complaint Still waiting on resolution from shoebuy.comthanks
Regards,
*** ***

We apologize for any inconvenience that the customer has experiencedWe issued a refund back to the customers method of payment yesterday, 12/27/Customer can expect to see this refund in the next 3-business daysWe apologize again for the inconvenience

We appreciate this customer’s feedback in regard to the roll-out of our return policy and will share this with the appropriate internal teamsThis customer has days from the order date to browse and exchange the shoes or clothes from this order for anything on our site, and we would be happy to have one of our stylists connect with this customer to share recommendationsOtherwise, if no items are exchanged a restocking fee will be charged for each item returned

We have connected with this customer via email to rectify this situation

We apologize for the frustrating experience the customer has had with their order We have been in contact with this customer multiple times and have explained to the customer that this order was paid using *** and the shipping address on the customers order is the address *** supplied
us We are unable to make any changes to orders including addresses when paid though *** We also were not able to open an investigation with *** because the package was delivered to the correct address on the order.For these reasons we offered the customer a credit back in the amount of $ The customer refused this credit multiple times If the customer would like the credit of $we would be happy to still honor this offer

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 # ***
Regards,
*** ***
I have received two e-mails from the business following my complaint,The 1st (time stamped Mon 1/1, 9:PM) indicates that they will reach out to *** on my behalf to find out why the package has not reached meCopied and pasted below---------------------------------------------------------------------------...⇄ ***, Thank you for shopping with shoes.comI have looked into your request for a status update regarding your order number: ***.I am sorry to say that it looks like your order is taking way longer to be delivered than usualI will contact *** on your behalf to find out what is happening.You will receive a follemail within the next - business days about this situation.I do apologize for any inconvenience causedThank you for shopping with shoes.comWe look forward to working with you again.Sincerely, ***Customer Service Representative***
*** --------------------------------------------------------------------------------...⇄ e-mail almost suggests that the issue is at my end and they are doing me a favor by reaching out to *** for a product that never left their storeThe second e-mails (time stamped Tue 1/2, 4:PM) states that the product is out of stock and they have arbitrarily cancelled my order from over month ago and refunded me the moneyHowever, when I check on line the shoes I purchased in Pink and in size show up as being available.***
Again I am not sure what is going on here, but this is just very very poor customer serviceI also e-mailed to ask them if they could send me the product in a different color to which they never responded.----------------------------------------------------------------------...⇄ Ali ***: We regret that due to the merchandise being out of stock, we have cancelled the following item from your shoes.com order ***: (1) *** Toddler *** *** *** Snow Boot in size/width U.SM (Infant 6) color Tropic Pink Suede As an extension of our apology and to thank you for your patience, we would like to offer you a 30% discount on your next Shoebuy.com order placed within the next daysTo take advantage of this offer, shop with us again at www.shoebuy.com and enter "CXD6-***" in the promotional code field of your shopping cart before checking outThis offer is valid on every item in your cart from participating brandsIf you have any questions, shoes.com Customer Service is available by phone or emailSimply call toll free at 1-*** or send an email to ***We hope that we can be of service to you in the future-- shoes.com Customer Service *** Arch Street, 16th Floor, Boston, MA *** *** *** *** *** *** ***

Revdex.com:
I purchased four pairs of shoes through Shoebuy expecting to either love the shoes and keep them, or to exchange them for something elseThe main issue arose when I tried to utilize the exchange policy as explained on the Shoebuy website, which did not specify that each pair of shoe could only be exchanged for one other itemI spent approximately $and expected to be able to use that entire dollar amount as in exchange for other items off of the websiteThe website advertises “Free Shipping and Free Exchanges, no worries!”Prior to my purchase, I read the entire Shoebuy policy on returns and exchanges and felt comfortable with it, until I tried to use itThat is when the issues began.When I tried to exchange my four items for something else, I was only allowed to exchange one item at a time and was told I needed to pay the difference in order to actually exchange an itemThat part of the policy is not outlined on the websiteThe website advertises that exchanges are worry free, which may be the case when only exchanging one itemWhen exchanging multiple items, the website does not clearly define the process to the consumerI tried to exchange all four of my items for something else, and was told by a Shoebuy representative I would have to get four different itemsThis major piece of information is missing on the website.I would be completely satisfied if Shoebuy were to allow me to use the money I spent towards my exchangeHowever, it is unacceptable to advertise the exchange policy as easy for the customer, when in reality, it is convolutedI have never encountered a website where I had to exchange the same number of items I purchased exactlyIf this is the case, it needs to be clearly defined on the Shoebuy website, otherwise their advertisement of no worry exchanges is misleading and fraudulent.In response to being “repeatedly” told about the offer to honor the managers request of waiving an additional restocking fee, I have no record of that offer in any of the correspondence from Shoebuy via email or social media.If Shoebuy “feels certain we can find the right match for our customers” and their exchange policy is “worry free” as advertised, then I would request that Shoebuy would allow me to use the money I spent in exchange for any of the items they are selling on their website so I am able to find the right match for me.Sincerely,*** ***Complaint # ***

We sincerely apologize for the frustration the customer has experienced for this order Based on the information the customer has provided, we should be able to take this item back for a full refund We have issued a return label to the customer’s email address for free return shippingOnce we receive the customer’s item a full refund will be issued within business daysWe will not charge a restocking fee for this return. The customer may use any shipping box to return the item

Again we apologize for this situation, however we are not showing any $restocking fee charge from Shoebuy We do not have access to the customers payment information and have no way to credit back the $ This customer would need to contact *** who would be happy to correct the issue

Hello!Regarding *** filed on 8/20/against ShoeBuyTheir response does not justify the company policy and communication OR the inability to provide a full refund to repeat customers that were not told of the changeThey are delusional if they think repeat customers are regularly checking out their home page or would ever think that they needed to recheck the return policy page that was already read at the start of the relationship. As everyone knows, there are constant email promotions sent to existing customers and that is what drives people to the site and offer you click onNo where on the promo emails, the shoe overview or the cart experience does it say subject to a restocking feeNO WHEREIt is irresponsible and intentionally misleadingThey continually gloss over this and cite a subtle copy change and then rip people off by keeping $PER SHOE on everyone's orderThey are punishing their existing customers for shopping the way shoe shopping should be done...try them on and keep what fits. If a *** department store punished people for asking salespeople to go in the back to get a shoe size so they can try on shoes but then they did not buy them, they would be out of businessShoes are very particular and hard to predict look, comfort or fitThey obviously can change their policy and business model if they choose but they should not be allowed to rip off existing customers by doing that change in a sneaky way and hiding behind the legality of a type change on a legal page that no one was directed to read.I ask for a 1x full refund for me and every other repeat customer that was not aware and complained.Thanks! 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,
*** ***