Shoes.com

We would like to apologize to this customer for the frustrating experience they had trying to return the shoes.   We contacted the supplier and confirmed the item was received back to them in new condition.  Once we confirmed this we processed the return to the customers original payment...

method on 3/20/2017.

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 have sent the shoes back and if I am not wholly compensated I will be continuing with this complaint. 
Regards,
[redacted]

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] Thank you to the company for agreeing to credit me back the money. I will only state again. IF they were able to view a picture of the condition in which I returned the shoes, they should be able to view a picture of their previous return by another customer. I accept the credit.

We apologize to the customer for any inconvenience. This order was placed too late in the day for same day shipping on 1/18/18. It shipped on the next business day, 1/19/18. Since [redacted] does not deliver on the weekends, they delivered the package on the next business day, Monday, 1/22/18. We will...

issue a refund for the $20.00 express shipping charge as a onetime exception, but customer should try and place order a bit earlier to have it shipped the same day.

We would
like to thank the customer for contacting us and apologize for any confusion over
charging. When a
customer hits the “place order” button, we verify that the credit card account
is valid and that sufficient funds are available to cover the transaction's
cost. At this step, the funds...

are "held" and deducted from the credit
limit (or bank balance, in the case of a debit card) but are not yet
transferred to Shoebuy until the item ships. On Dec 14th,
It looks like the credit card information was not entered entirely correctly so
the order did not go through. In this case, the “hold” on the card is usually
dropped by the bank within 2-3 business days. By this
time we expect that the customer’s bank will have released the hold on the
funds. If this is not the case, we would be happy to fax her bank to confirm
that we are not charging her.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy r resolve my issues and/or concerns in reference to.          complaint # [redacted]. Please add your rejection comments below.     I have been wearing shoes for 2 3 years and never received holes in the sole this is a defect and I expect a full refund $74.96
Regards,
[redacted]

We apologize to the customer for any inconvenience. Regrettably, there is nothing we can do to assist in this situation as [redacted] delivered this package to the address that the customer provided at the time of order processing. They will initiate an investigation when the package is delivered as...

addressed. Customer should login to his [redacted] account to have his shipping address updated for future orders. We apologize again for any inconvenience.

We would like to thank this customer for shopping with us and we apologize for the delay in crediting them back for their return.  We have received an unusually high amount of returns due to the holidays and have been processing the returns as quick as possible.  We did credit this...

customer back on 1/6/17 and if they do not show the credit on their credit card statement yet we ask they do allow up to 10 days for this credit to appear.  Again we are sorry for the delay.

Please apologize again to the customer for any inconvenience. We are having trouble refunding the customer for this order because he has two methods of payment on file for this transaction. With customers permission, we can charge the customers [redacted] account ending in [redacted] for this order and then refund the [redacted] account on file. We apologize for any inconvenience and confusion.

Please apologize to customer for any inconvenience and confusion experienced with our company. We would recommend having customer contact supplier directly to see if they can locate any returns for her and possibly having shoes shipped back to her. As far as the returns, the customer has been...

credited for all four pairs of shoes returned.

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]. 
My credit card was charged.  I need a refund.
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. 
  I have not received the credit for money charged me for an exchange of shoes. I was told I would receive it, but it has not come in about 10 days. 
Regards,
[redacted]

We would like to apologize to this customer for not being able to accept the shoes back.  When an item is not accepted back our warehouse documents the reason with multiple pictures.  These images have been reviewed and they show dirt on the soles and the heels of the shoes are scuffed ....

 This means we would not be able to resell the shoes as new and cannot accept the shoes back.  Per our policy return items must be in new condition.  Our policy can be read at https://www.shoes.com/info/returns#policy.

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 completely understand business policies. I don't agree with yours. Any other shoe store would have accepted the return with or without a box! 
Regards,
[redacted]

We would like to apologize to this customer for the delay in them receiving their item.  We are showing the customer did receive this item on 5/27/2017.  We have also credited the customer back $21.56, the price of the shoes because of the delay they went through.  Again we apologize...

for this delay and hope to work with the customer again in the future.

This is the second complaint from this customer for the same issue.  Complaint # [redacted] was filed on 12/29/2016 by [redacted] .We have replied to this customers complaint and on 1/24/17 received a message from Revdex.com stating :This matter will appear in your Revdex.com Business Review as: “Answered -...

the business addressed the issues within the complaint, but the consumer remains dissatisfied.”  Below are are responses to this customers complaint:This message originally read on 1/6/2017We are sorry for the frustrating experience the customer has had.  Unfortunately items do need to be returned in their original shoe boxes or we cannot accept them back.  We actually reached out to the warehouse where these items shipped from and they did confirm they were shipped in shoe boxes.  The customer never informed us that the did not receive the shoes without shoe boxes when they initiated the return.  Since we were unable to accept the shoes back we offered a total of $20 to the customer which they accepted and was credited back to them on 12/29/2016.  The customer would need to open a damage claim with [redacted] so they can investigate further and see if they repackaged the items for the customer due to the boxes being damaged.  Again we do apologize for this situation however per our policy ( [redacted] ) we must receive items in there original boxes.This message originally read on 1/13/2017This customer spoke to a manger on 12/29/16 and agreed to a total of $20 credit for both items which we credited back to their credit card.  We sent the shoes back to the customer who then refused the package.  We are unable to credit back more then the amount already credited back.  The customer was aware the items would be sent back to them when the agreed to the $20 credit on 12/29/16.We continue to stand by the decision of our customer service management team.  The customer agreed to the total of $20 back for the items we could not accept back.

We sincerely apologize that the customer was disappointed in our return policy. Unfortunately, when we received the shoes back they showed signs of wear and tear and were dirty. Returns can only be accepted in new or unworn condition because that is how they are shipped to the customers We are...

not able to accept these shoes back. We are very sorry for this disappointment.

Our apologies to the customer for any inconvenience. We have since resolved this issue with the customer. All shoes are being returned and a refund will be issued once our warehouse has processed the return. We have also issued a 30% discount for a future order.

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]. 
 My bank solved the issue. The company did nothing to help resolve or appease the situation. Thank you
Regards,
[redacted]

Please apologize to customer for any inconvenience experienced with our company. I am showing that we issued a refund yesterday for the [redacted] Penny Loafers and the [redacted] shoes that were returned. I am showing that the total refund was for $96.71. In the future, the customer...

should return any items using our prepaid return label which will have the return delivered our warehouse and not directly to the suppliers warehouse.