Shoes.com

Our apologies to the customer for any inconvenience experienced. Not all of our brands offered on the website offer express shipping. Regrettably, the [redacted] brand does not offer express shipping to our customers. We also cannot guarantee cancellations because all of our orders ship directly from...

the supplier. If the shoes do ship, the customer can return the shoes and we will have the restocking fees waived for the return. We apologize again for the inconvenience.

We would like to thank the customer for shopping with us and we are sorry for the frustrating customer experience she has had.  This customer placed her order via our website on December 4, 2015.  She submitted the order with the incorrect address as the Ship to address.  On December...

9, 2015 we shipped the package to the address the customer supplied to us and on December 11, 2015 it was delivered to the address the customer supplied on her order. This customer contacted us through [redacted] on December 22, 2015 at which time we apologized for her emails not being replied to and explained due to the holiday season we were receiving an overwhelming amount of emails and were running behind on replying to them all.   We also told the customer we would open an investigation with [redacted] and asked the customer to verify the address the item was shipped to be correct.  The customer immediately responded to our message letting us know she already contacted [redacted] and opened an investigation with [redacted] on her own before ever speaking to anyone at our company.  We again asked the customer to verify the address the item was shipped to at which time she messaged us her correct address and proceeded to tell us when she placed the order she was unable to get our website to accept her correct address and continued with the order knowing the shipping address was incorrect.  We again informed the customer we would contact [redacted] to see if they could find the package and deliver to her correct address, we also informed the customer our investigation can take up to 10 days and since the package was delivered to the address she supplied she might want to contact [redacted] herself and they could tell here exactly where the package was delivered and she could arrange pick up since she was trying to receive this before Christmas. The customer contacted our customer service department on January 13, 2016 and spoke to a representative who was unaware of the communication we have had with the customer on [redacted] and also that we had verified the package was delivered to the address the customer supplied to us.  The representative at that time gave the customer the incorrect information by saying we would request a credit back to the customer.  We contacted the customer back and informed here the package was delivered and [redacted] is showing it is at Duke University mailroom and she should contact them about receiving her package.  The customer at this time via phone calls, emails, and [redacted] said she was not going to pick up the package.  We explained to the customer we will be happy to credit the customer back the full amount of $89.96 however since the package was delivered to the address the customer supplied on her order she must retrieve the item and ship it back to us using a pre-paid [redacted] label that we would be happy to supply.  Once we receive the item back to our warehouse we will process the return and credit the customer in full within 2-5 business days.

We are sorry to hear this customer no longer wants to receive any information from us however we will be happy to remove him from future mailings.  We have reviewed the customers previous interaction with us and see we did cancel the free gift magazine he had received.  We did not see any...

communication from the customer where they requested no further contact.  We have noted the customers history and will remove them from all mailings as quickly as possible.

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. 
Regards,
[redacted]

We apologize to the customer for any inconvenience. [redacted] will not open a tracer investigation into this order because it was delivered as addressed. The customer placed the order herself and inputted the incorrect shipping address at checkout. An order confirmation was e-mailed after the order was...

placed and it should have been reviewed to make sure that everything was accurate on the order. At some point, the customer has to take responsibility and has to be liable for not reviewing if an error was made during the order process. We cannot refund the customer for this order nor we can have [redacted] pick up the packages at the shipping address provided. Customer will have to claim the packages at the shipping address provided. We apologize again for the inconvenience.

We apologize to this customer however the information provided to us by [redacted] stated [redacted] had spoken to the customer and she did receive the items.  We have reopened the claim with [redacted] and will be provided more details by 5/23/16.  We will email the customer the information [redacted] provides to the email address on this customers order.  If [redacted] does verify the packages are lost we will immediately request a full credit back to the customer.

We sincerely apologize that the customer has had difficulty obtaining their return label. Our records show that the customer used our website to request a return label on October 19th and sent one email which we received and responded to today on October 30th when we sent a 2nd...

label. We have just emailed a 3rd label to [redacted] so the customer should have that within the hour. It looks like the customer still has nearly a month to return their package to us. If they are still not able to find this label in their email address, we would be happy to mail one to the customers shipping address. If the customer is still having trouble and does not want to call in to our customer service line, they are welcome to email our Special Solutions department for fast resolution at [email protected]. (Our Solutions department is not open on the weekend.) We hope the customer is able to print out the label from the email we sent and we look forward to assisting the customer in the future.

We would like to thank the customer for shopping with us and are sorry for the issues they have had with these shoes.  On order # [redacted] we spoke to the customer multiple times, representatives and supervisors both told the customer we would note the order for review by our warehouse and if...

the shoes were found to be defective the customer would not be charged a restocking fee.  We are not able to confirm a defect from pictures or customer explanations over the phone.  We provide a prepaid UPS label and always ask our customers to return items so a complete defect review can be preformed.  This customers item was received by our warehouse and a defect review was done in which the warehouse did verify the shoes were defective and did not charge the customer a restocking fee.  This customers  credit was processed on 10/21/16 and we have notified [redacted] to credit the customer back in the full amount of $65.95.

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 am returning the two pair of shoes I ordered for a change in size.  I do hope that this process goes smoothly and I get the shoes.  I am worried.  I had to request that the money for both pair of shoes that I paid double for was returned, and had to call again to get it, but finally did.  I had to call three times to get the return labels for the exchange before I got them, so am worried, but at the moment, they don't owe me any money, just two pair of exchanged shoes.
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 business's response is nothing new to me. They have not addressed nothing besides offering an apology. I think they use deceptive return policy practices. They had changed their free returns & shipping banner previously advertised in their website to free exchanges & shipping. They replace returns with exchanges and then never notified their long-standing customer accounts, such as myself, of the return policy change. It is deceptive, period. It is simply unreasonable to expect repeat customers who have placed their orders over the past years with Shoebuy using the same return policy to suddenly decide to check for the return policy to have changed. No reasonable and prudent person would do this and they should be held accountable to non-ethical practices. It is beyond frustrating to know that my long-term standing with doing business with Shoebuy has gone un recognized for the to dismiss my request. It is even worse to see they are getting away with using this deceptive recent change to their return policy. Ask Shoebuy how long their free return policy has been in place and then ask how long the new return policy has existed. Businesses who decide to change for the worse need to hold themselves accountable for making those decisions and act in good faith when problems like this arise. 
Regards,
[redacted]

We want to thank this customer for shopping with ShoeBuy.  We have reviewed this customers order images and unfortunately we must have the shoes returned with their original undamaged shoe box to be able to accept a return.  Even though the shoes were still in a new condition the shoebox was deemed damaged due to being used as the shipping box.  We are unable to reuse the shoebox which means we could not resell them as new to another customer and so they are indeed ineligible for return. We can certainly appreciate that this is frustrating for the customer as they did not wish to keep the shoes. We also understand this was not the resolution the customer was seeking.  However, our decision to not accept the return was made carefully and in accordance with our policies (for reference: http://www.shoebuy.com/info/returns).  All companies have policies and standards by which we must adhere. We want to be sure that you and your 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 apologize to the customer for any confusion related to our shipping times. The quick ship order for the [redacted] shoes has shipped and was delivered today, 3/1/18. The [redacted] sandals do need to process before they are shipped as they are not a quick ship item. Once the supplier does finish...

processing the order, they will ship the sandals by the method of shipping the customer has chosen from California to New York. Customer may return the sandals if they are no longer needed. We apologize again for any confusion.

We do apologize for any confusion, however as can been seen in the image the customer provided our website says "Free Shipping and Free Exchanges".  We do not advertise free returns and we are unable to waive any restocking fees unless customers exchange an item for anything on our website.  The complete policy can be found at [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 belowI am sorry to hear you still refuse to stand behind your product. My complaint will remain open indefinitely until a time when you decide to refund my money.
Regards,
[redacted]

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. We have not tried to hide our return policy.We also show the restocking fee during the checkout process once the customer clicks on "return" rather than "exchange". Again, we do apologize for the customers disappointment with our policy and advertising of policy.

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.  In the event they prefer not to exchange for a new item, there is a restocking fee.On July 16th, 2015 our site (desktop and mobile sites) were updated to show the new policy to make sure customers would know of the changes. Our homepage says “free shipping + free exchanges” and the entire policy was announced and listed under the Returns section on both our desktop and mobile sites. 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 have also reviewed the customers order and have made sure they have been credited back for all six pairs of shoes.  The final credit of $53.21 minus the $6.95 restocking fee was processed on 3/30/16.  We ask the customer please allow 2-10 business days for this credit to appear on there statement. We can certainly appreciate that this is frustrating for the customer and understand this was not the resolution they were seeking.  However, all companies have policies and standards by which we must adhere. We want to be sure that this customer as well as 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.

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. 
To be clear the issue I have is not my problem as a customer.  Your so called policies and procedures are internal in nature and should not reflect on your customers.  I ordered and paid for a product.  You did not deliver this product, and you are not making any commitment to fulfill your obligation to me as a customer.  The issues with your supplier or shipping company have nothing to do with me as a customer.  Reasonable customer service (and any credible online merchant says "we are sorry Mr. [redacted], we will ship your sneakers to you right away" then deal internally with your vendors and suppliers to figure out what the problem is.  Filing an investigation and having customers wait weeks without any commitment to standing behind your commitment to deliver a product you sell is backwards.  With all the complaints you have against you, I find it hard to believe you have not adjusted your company focused policies for customer focused polices. 
Regards,
[redacted]

We sincerely apologize that the customer has not received her package.   When a customer reports a missing package and the tracking shows that it has been delivered, it is our protocol to open an investigation with [redacted].   We have opened this investigation and [redacted] has informed us that...

they will have the results by 4/18 or sooner.   Once the tracer investigation is completed, we will email the customer with the results.   We apologize that the customer is unsatisfied with this resolution. Unfortunately this is the procedure we must adhere to in situations like this.

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].
 The resolution was that shoe.com will refund the amount of $59.96 back to my credit card [redacted] in 3-5 days.It has been now 11 days and shoe.com did not refund me.Could you please look further into that matter. 
Regards,
[redacted]

We apologize to the customer for any inconvenience. Our warehouse has been experiencing delays due to heavy holiday returns but are working very diligently to process all returns as they are received. I have e-mailed the warehouse to see if this return can be processed today. I am confident that the...

customer will be receiving an e-mail later on this evening confirming processing of this return. We apologize again for the inconvenience experienced.