Shoes.com

Please apologize to customer for any inconvenience. We will be refunding the customer for this return as a onetime exception to our return policy. This refund for $59.96 will be posted on customers method of payment in the next 3-5 business days. We apologize again for any inconvenience.

We
sincerely apologize for any misinformation that this customer may have
received. We do
honor discounts on exchanges and exchanges are 100% free. It looks
like the customer has spoken to a Supervisor who explained that a new order
will need to be placed. Once that new order is placed, we can...

manually apply
the discount and waive the restocking fee. Any
customer service rep should be able to help with that exchange.

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I would like to add that I had not contacted you the company would still be playing games.
Regards,
[redacted]

I understand that you need to tow the company line about the return policy. Unless I shopped for shoes on your site on July 6th, when you say the the new policy was announced, I would not be aware of your new return policy.  As a previous customer, I had no reason second guess my past positive return experience. That is why I shopped your site again. The return fee is clearly designed to be less than obvious.  If it were not, like credit cards do when there are policy changes, mailings would have gone out to past customers announcing the per item return fee. You did not do that.  I did click "exchange and return policy" on my order confirmation and the sell price showed up.  Just like many department stores show the return price on the receipt, you could easily indicate a separate return price on your order confirmations. I stand by my request for a $14.00 refund.  I also stand by my request that you be upfront about your $6.95 per item return fee and place it next to the "free exchange" banner.  If you are not hiding it, put it on your front page. 
Regards,
[redacted]

Again, we are deeply sorry that the customer is unsatisfied with our return policy. Our defect review showed that this item was not defective and we will not be able to waive the restocking fee unless an exchange order is placed.

Our apologies to the customer. Our billing dept. is a little behind with their reports but the refund was issued today. Customer can expect to see this refund posted on method of payment in the next 3-5 business days.

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 would like to thank this customer for shopping with us and apologize for the experience she has had. ShoeBuy does not offer store credit and we are sorry to hear of the confusion around our policies. Our customers can return any unused item within 60 days of purchase for a refund or exchange. If...

no exchange is made a $6.95 restocking fee will be applied to each item. According to our records this customer requested an exchange on our website on August 31, 2015 at 07:54 PM EST for [redacted] ** Sneaker 13M in White. The reason being quality and the comments "Product feels like plastic. There is no [redacted] label". The customer mailed the item back to us. It was received in our warehouse on September 8, 2015 when we processed her requested exchange. The new pair is shipping today. If this customer would like, we’d be happy to attempt to get the package returned to our warehouse for a refund.

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  I would just point out that the restocking fee for the Bruce shoes is not being waived as a courtesy; the shoes were sent back as an exchange. By now, I have returned both pairs and realized the credit on my charge card. Thank you for your help.
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. The company has not fixed the erroneous information on its website.  I will provide the URL of the page here, again.  If this is not corrected, I will contact the Consumer Protection Division of the state Attorney General's office to ask if this practice constitutes retail fraud.  Thanks for the refund.  Here's the URL:  http://www.shoebuy.com/[redacted]-prowalker-tour-on-road/507542/1067697?cm_vc=...⇄ /> 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 [redacted] sent proof to Shoebuy on Saturday March 5, 2016 that they (Shoebuy) only refunded $60.00I have (and so does [redacted]) the e-mail response from Shoebuy on March 5,2016 that the attachment was being given to the Shoebuy Billing department to clarify their (Shoebuy) mistake.      
Regards,
[redacted]

We would like to apologize to this customer for not being able to accept their shoes back.  Items must be returned in new condition.  While we understand shoes must be tried on this should be done on a carpeted floor.  When an item is not accepted back our warehouse does take multiple...

pictures documenting the reason the item is not accepted.  We have attached some of these pictures to this complaint which show the bottom of the shoes are dirty with debris impeded in the soles and for this reason and per our policy at http://www.shoebuy.com/info/returns we cannot accept the shoes back.

We would like to thank this customer for shopping with us and we are sorry for the delay in receiving their order.  Unfortunately the order was sent to the customer via ground service and not the 3 day air service they were expecting.  We have requested to credit the customer back $5 for...

the expedited shipping and if they decide to return the item we will not charge a restocking fee.  Again we are very sorry for this unfortunate situation.

We would like to thank the customer for shopping with ShoeBuy and for their feedback.  The customer had requested a return based on the shoe being too small. During our return process we determined the shoes to show signs of wear and the shoebox was damaged. Unfortunately we...

are unable to accept back worn or damaged merchandise asstated by our return policy. The shoes were sent back to the customer who requested that we conduct an image review.  We reviewed the images that we took of the shoes and sent the images showing the wear to the customer.  We sincerely apologize that the customer is disappointed in our return process.

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 have got the emails your refer to but they said they couldn't help me...the link to the other item was the one priced at 128.95 that showed up after you cancelled my paid for item of 33.95. This is what was upsetting you have the product and you keep advertising it at 33.95 and then raise it to 128.95 and then lower it again I bought it again and paid for it and I have attached all the necessary proof your ad my [redacted] receipt my [redacted] receipt. I says it was to come yesterday but was not shipped. It shows an item number and my name address through [redacted] is my [redacted] id my [redacted] and I have gotten emails from this but nothing about my current transaction just the first one you never sent.  So try  [redacted] or [redacted]. I have bought from shoebuy before and have not had any problems. This is the first time I have used your [redacted] site and it has issues and the customer service said they would call me and they didn't so twice I called and no results. Thank you for addressing this I just want the bag for what I paid for [redacted] can see the transaction when I called them so I am not sure why you cannot see it. I called them and they could see it and it there is a [redacted] receipt too. I uploaded a ton of screen shots yesterday please look.
Regards,
[redacted]

Please apologize to customer for any inconvenience. The shoes purchased are being sent back to our warehouse and scheduled for delivery on 12/12/17. We will have the shoes reshipped back to the customer once the warehouse gets around to retrieving the package. We 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 # [redacted]. Please add your rejection comments below. 
 First of all it is for sale on your site so you have the item Second I rebought it AGAIN ON [redacted] YOU KEEP SELLING IT THIS TIME IT WAS ON SALE FOR 35.95 AND IT OF COURSE HAS NOT BEEN SHIPPED. SO YOU CONTINUE TO FALSE ADVERTISE THE ITEM AT A LOW PRICE AND DONT SEND IT ...WHILE YOU HAVE IT IN STOCK. YOU HAVE A GUARANTEE THAT IS USLESS SINCE YOU ADVERTISE THAT IF YOU FIND THE ITEM FOR LESS ADVERTISED PRICE YOU MATCH IT. SO YOU DONT LIVE UP TO YOUR GUARANTEE EITHER. I HAVE ATTACHED THE CURRENT INVOCIE I HAVE WITH YOUR COMAPANY I PURCHASED ON [redacted] THAT YOU ADVERTISED FOR THE THIRD TIME. YOU NEED TO SEND THE ITEM...I CAN GO ON YOUR WEBSITE AND SEE YOU HAVE IT AND YOU KEEP ADVERTISING IT ON [redacted] THAT IS HOW I BOUGHT IT. YOU ARE THE ONES SELLING THE ITEM. I BUY AND SELL ON [redacted] FOR YEARS I HAVE NEVER HAD THIS KIND OF PROBLEM WITH ANY SELLER. WHEN YOU CANCELLED MY ORDER ORGINALLY YOU RELISTED IT FOR 128 SO YOU HAD THE ITEM BUT THEN YOU LOWERED IT I BOUGHT IT AGIAN AND YOU HAVE DONE THIS NOW 2 TIMES AND I AM SURE YOU WILL NOT MAKE GOOD AND SEND ME THE ITEM I PAID FOR. REALLY CANT YOU JUST SEND THE ITEM....LOOK AT YOUR WEBSITE YOU HAVE IT YOU ADVERTISE THAT YOU HAVE IT.
Regards,
[redacted]

We apologize for this frustrating experience.  Per our policy all returns must be in new condition.  When this item was received back the shoes were not in new condition.  If the item was received by the customer in worn condition then the customer should of contacted us immediately...

to let us know about the condition.  The customer stated she did wear the shoes long enough to notice she needed a different size and then contacted us to return the item.  When an item is not accepted back multiple picture are taken to document the reason the return was not accepted back.  These images have been reviewed and it was determined we are unable to accept the item back.  On multiple occasions we notified the customer we could not accept the item back however the customer return the item to us again.  Our warehouse reviewed the shoes again and stands by the decision that we cannot accept the shoes back. While we cannot accept the item back we will apply an additional 5% credit back to the customer.

We would like to thank this
customer for shopping with us and we appreciate their feedback about the return
policy.  Our policy now 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 was announced and 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 would like to thank this customer for shopping with us and apologize for this frustrating experience.  We have looked at this order an unfortunately this item is out of stock and we have been unable to ship.  This item has been canceled and the customer has been credited back to their...

[redacted].  Again we are very sorry for this mistake.