Shoes.com

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,
*** ***

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,
*** ***

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

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,
*** ***

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 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

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

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 have connected with this customer via email to rectify this situation

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 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 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

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 any inconvenience regarding the return in questionWe are hoping to have this return processed todayCustomer will see the refund for the return posted on *** account ending in *** in the next 3-business daysWe apologize again for any inconvenience and
for the unexpected delay

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,
*** ***

We apologize for any inconvenience that the customer has experiencedWe issued a refund for this order yesterday, 1/2/18, back to the customers *** accountA new order will have to be placed of the boots originally purchased are still neededCustomer will see the refund issued in the next 3-
business daysWe apologize again for any inconvenience