Shoes.com

We would like to thank the customer for reaching out to us and giving us the chance to correct this issue. The customer ordered this Package on October 2nd and the tracking shows that [redacted] attempted to deliver it on Oct 13th. Due to an address error [redacted] was unable to deliver the package and...

there are no further [redacted] notes until October 26th. ShoeBuy was contacted by the customer on October 26th and informed that the package had not been delivered. We opened an investigation with [redacted] and by November 9th [redacted] had found the package, corrected the address, and attempted to deliver. Because the customer refused the delivery, the package was returned to the sender. Normally in this case, we would charge a restocking fee, however because the customer did not receive the package within 10 business days, she should not have been charged a restocking fee. We sincerely apologize that the customer was charged this restocking fee. We have just corrected this now and the customer should see a refund for the $6.95 restocking fee within 5 business days. We hope the customer will consider shopping with us again in the future as this is not a common problem we face.

I was robbed and will not stop until I am refunded my money. I plan on contacting the media, maybe they can help. At least I am letting you know upfront which is more then you did!
Regards,
[redacted]

We would again like to thank the customer for shopping with us.  The original item they are returning (order # [redacted]) has not been received back at our warehouse yet. We emailed the customer a [redacted] pre-paid label on December 17, 2015 with tracking # [redacted].  When we look up this tracking number  on the [redacted] website there has been no movement to date.  We must receive the original item back before we can apply the discount to the new/exchange order # [redacted].We will be happy to apply the promotional discount to the new order as soon as we receive the original item back.  We ask the customer to contact our customer service department if they have any questions about getting the shoes back to us.  We look forward to working with this customer again soon.

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 # [redacted].  
 I ordered and paid for two pair of women's shoes. 69.97 each for a total of $139.94. They never sent me the shoes, instead sent ONE pair of men's shoes which I returned. I called and they told me that I had to re order the two pair of shoes if I wanted them. I told them they have my money, they have my order, just send the shoes. They refused and told me that I would have to re order and pay $139.94 AGAIN in order to receive the shoes. They said they would refund the money for the first order. This did not make sense to me, but I did it. They refunded me only $69. 97, the price of one pair of shoes, not two. To date I have received one pair of shoes. The second pair are supposed to be on their way, but they still owe me for one pair of shoes. Figure it out,: I had to order and pay for 4 pair of shoes. They are sending me 2 pair of shoes, and refunding only $69.97 instead of the $139.94 that I was forced to pay. I will hopefully get two pair of shoes, which should have cost $139.94. Instead they cost me double - $279.88. They refunded me $69.97 for two pair of shoes that I paid for instead of $139.94. They still owe me $69.97. I hope someone can convince them to refund the money for a pair of shoes.
Regards,
[redacted]

We are very sorry for the experience this customer has had.   It is not common for this error to happen. Normally when a customer pays for expedited shipping, they receive the item in the promised amount of business days. Because of this error, and the package arriving on the 5th business day...

instead of the 2nd business day, we are working with the customer to issue a full refund, including the shipping costs and waiving the usual restocking fees. Unfortunately we do not have a way to place a new order for a customer or change the shipping once [redacted] has the package. The only thing we can offer in this case is a full refund.   Again, we sincerely apologize that the customer was not satisfied with this resolution. If the customer chooses to place a new order with us, we are sure that this would not happen again.

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 # [redacted].  
Sorry, wrote [redacted] in error. Yes, their policy is in bold on their home page. No bad ratings or reviews.One only has to go online to see the thousands of complaints against Shoebuy; their policy, their customer service, their attitude. I might not be able to do anything about it, but this is absolutely DECEITFUL business practice. Will be writing in to Consumer Affairs. ShoeBuy is stealing my money. That's the bottom line. 
Regards,
[redacted]

Shoes rubbing on the side of anckles is not considered a defect however if something inside the shoe is causing the rubbing we would examine them for a defect.  As we stated before 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 # [redacted].
I am not the only person who has commented about not knowing about the 'Restocking" fee.  Check out "CONSUMER AFFAIRS" web site.I still strongly believe that you have misleading advertising.  At the top of each of your web pages you should state:  "FREE SHIPPING" "FREE EXCHANGES ("We charge $6.95 restocking fee for each pair of shoes that are returned, without an exchange".  I will never recommend or buy shoes from you again...VERY MISLEADING ADVERTISING!!!    I will never recommend you or buy shoes from you again!!!  VERY MISLEADING ADVERTISING!!! Regards,
[redacted]

We would like to apologize to this customer for the frustrating experience.The customer was credited back on 1/28/16 via [redacted] Resolution Center claim # [redacted]

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 # [redacted]. Please add your rejection comments below. I did not send the shoes back in a brown box.  The shoes were returned in the original shoe box which was purple.  Now between me taking the shoes to have then ship off by [redacted] that is out of my control if the changed the box.  Now if they were the ones to change the box that is between them and [redacted] not me  the customer.  I still have the tracking receipt that I received from [redacted] the day that I sent the shoes back to the company.   The [redacted] information is as follows.  Tracking: #[redacted] location: [redacted]Device ID: [redacted]Employee: [redacted]Date: August 29, 2015 11:16:14 AM
Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. 
Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]

We want to thank this customer for shopping with us and are sorry for this situation.  Our policy states when an item is returned we must have the shoes returned with their original undamaged shoe box to be able to accept a return, even if the shoes are still in a new condition.  We are...

unable to reuse a damaged shoe box which means we could not resell the boots as new to another customer so they would indeed be ineligible for return. Management in our customer service department has reviewed this customers order including the pictures our warehouse supplied of the damaged box and they have decided to accept this customers return.  They believe the damage to the box is not significant and could of been caused when the item was shipped to the customer.  This customer will receive another [redacted] pre-paid return label within 24 hours.  We ask the customer ships the package back and once received at our warehouse we will process the return within 2-3 business days.  We will credit the customer back minus the $6.95 restocking fee and ask they allow up to 10 additional business days to see the credit applied to their original payment methods statement.We 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.

We will issue a refund once our warehouse has processed the return. Customer can expect to be in receipt of this refund 3-5 business days after it has been issued.

We would like to thank the customer for shopping with us and are sorry for the delay in processing the customers credit back.  When a customer returns an item we provide a prepaid [redacted] label to the customer.  This makes sure the item is returned to the correct warehouse for processing....

 When an item is refused and returned to sender it goes back to the warehouse it was sent from.  On this order that was one of the manufactures warehouse's who were not anticipating the package to be returned.  We did contact the manufacture and verified they received the item back an have credited the customer $52.95 minus the $6.95 restocking fee charged on all returned items.  This credit was done on August 15, 2016.  Again we apologize for this delay.

Please apologize to customer for any inconvenience experienced and for the late reply to this complaint. We issued a refund for the order in question yesterday, 9/28/17, to the [redacted] account ending in [redacted]. This credit will be posted on customers account in the next 3-5 business days. The...

8-10 business days that we quote customers for missing items is the time it takes [redacted] to investigate damage claims or missing package claims. These times are provided to us by [redacted] themselves.

We would like to thank this customer for shopping with us and we appreciate their feedback about the return policy.  Our policy focuses on free exchanges because we’re certain we can find the right match for our customers – whether that’s a different size, color or completely different item...

altogether. On July 16th, 2015 our site was updated to show the new policy to make sure customers would know in advance. Our homepage says “free shipping + free exchanges” and the entire policy is listed under the Returns section of our Help page.  As we understand that for some customers, this option might not be a fit for them, we’ve also worked to make returns as easy as possible – though if no item is being exchanged then there would be restocking fee. In accordance with our guidelines we are unable to waive any restocking fees. We understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause. Should they opt to exchange, we’re happy to help them find new styles or items to try.

We sincerely apologize for the experience that the customer has had with this order. Our records showed that the package was delivered on 06/23/2016. On 6/25/16, We received a phone call from the customer stating that the package was not received and we opened an investigation with [redacted] to look into...

the situation.   [redacted] investigations can take up to 10 business days to be completed. The first investigation was closed because [redacted] had not been able to reach the customer after multiple attempts.   We reopened the investigation once the customer contacted us again and confirmed that her contact details were correct, and again, the investigation can take up to 10 business days to be completed.   Our records show that a full refund was issued back to the customer today even though the 2nd investigation has not been completed. The customer should see that refund on her account within 5 business days.   We will continue the investigation but the customer does not need to provide any more information as the refund has already been issued.

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 # [redacted]. Please add your rejection comments below. 
There are some misconstrued facts in the the depiction from the company, however, I do not wish to deal with this issue any longer. If the company will email me the return shipping label, I will retrieve the package and send it back providing they refund my purchase once the package reaches their warehouse. I need to have the shipping label emailed to me before I will consent to saying that this matter is resolved. 
Regards,
[redacted]

This business is unwilling to refund their restocking fee, which I was unaware of when placing the order. Therefore this complaint will remain unresolved unless and until they are willing to refund the $13.90 restocking fee.[redacted]