Shoes.com

We sincerely apologize for the customer’s disappointment with our return policy. We did receive the order but never received a confirmation request. We are unable to find any record that we acknowledged receipt of that email or the email itself. If the customer responded to the confirmation email...

that comes from [email protected] then that would explain why we never received the email in our customer service email at [email protected]. We normally advise customers to call for time sensitive issues but even by the time the customer wanted to cancel, it was too late for us to be able to guarantee a cancellation. We would have been happy to contact the supplier and try to cancel the order but we would not have been able to promise it. If the only issue was with the price, we would have also been more than happy to process a price match as part of our price match policy. Because we never received a cancellation request, the items shipped normally and are subject to our standard return policy which include a $6.95 restocking fee. We do not advertise free returns anywhere on our website and we do not believe this constitutes a “bait and switch”. We do advertise free shipping and free exchanges which still stands. The customer is welcome to exchange the items for any of our 130,000+ items on our website and the restocking fee for return will be refunded. We sincerely apologize again that the customer has been frustrated with our policies. We would be more than happy to help the customer process an exchange.

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 THINK THAT THIS IS COMPLETELY UNFAIR AND A HORRIBLE WAY TO DO BUSINESS. THE BUSINESS NEEDS TO TRAIN THEIR CUSTOMER SERVICE REPRESENTATIVES TO ANSWER QUESTIONS CORRECTLY.  I GUESS I HAVE NO CHOICE BUT TO ONLY ACCEPT A RETURN REFUND AND PAY $26.95 FOR NOTHING.  I WILL NEVER BUY ANYTHING FROM THIS COMPANY AGAIN AND WILL MAKE SURE NO ONE I KNOW EVER DOES BUSINESS WITH THEM AS WELL.  
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].  When I log into my account on shoes.com, it says return request received and then when you click on “track shipment” it says that it was received on 12/18 at 11:33 am and received by [redacted]. The [redacted] tracking number was [redacted] (although you can find this information by looking at my order id [redacted] and clicking on the last item number in question. In the event that you can not pull up this information I have attached a screen shot of the [redacted] proof of delivery. So the company has in fact received the shoes and received them 10 days ago.
 
Regards,
[redacted]

We would like to thank this customer for shopping with us and apologize for any confusion with their orders.  We have looked into the customers order history and are only showing 3 orders for 4 items.  It looks like the other order did not go though and what the customer was seeing was a...

pre authorization which should of already fallen off their statement.  If the customer would still like to return 2 of the 4 items we will be happy to supply a prepaid [redacted] return label and we will waive the 2 restocking fees.  Again we are sorry for this situation and hope this helps.

The seller has stated that their new [and non-advertised] return policy focuses on free exchanges because they are certain to find the right match for all customers. That is not the case. Even though I searched their entire inventory, I could not find a similar or different item to my satisfaction. Therefore, having failed to live up to their commitment, this claim is false.The seller also claims that they updated their website return policy on 7/16/15. This may be the case, however there was no official notice sent to their previous (return) customers who were used to conducting business as usual and were not aware of the new restocking fee policy now deeply buried in the fine details. The presumption of a return customer expecting there would be no restocking fee is a reasonable expectation of which the seller has taken full advantage. This undermining action blindsides those returning customers who were never notified of the change.Hereby, the seller is guilty of a form of ‘bait-and-switch’ tactics that should be brought to the state attorney’s office and/or consumer protection for investigation of fraud. Expecting a simple apology to suffice, exemplifies a dubious business conduct.I expect my original claim to be accepted before future actions are elevated.
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], in the fact that the company has issued me a refund.  I disagree with any assertion from the company that I damaged the shoes...they were likely sent to me in this condition in the first place because I wore them for a total of 5 minutes inside my apartment only.  It is indeed a one-time exception this company will make for me because they have now lost me as a customer.  The fact that I had to call their customer service twice and they still couldn't handle properly is pathetic and not the way to do business. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Thank you very much, 
[redacted]

We apologize to the customer for any  inconvenience. Since we do offer over 1,000 different brands and over 1,000 different styles, it is very hard to post which brands and styles do not participate in promotions. On our banner on the website, there is a highlighted item which says "More info"....

If you click on that, it does state that promos are applicable to participating brands only and this is the same for all promotions that are e-mailed to the customer. The customer may use code [redacted] to have $30.00 refunded on an order on our website. This code is valid for 10 days and is applicable to all items on our website. We apologize again for the 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. 
 You can see the details through the statements I attached.They send an email to me and says that they cancel the order for my request,but I didn't actually!!!!!Besides,they didn't take the initiative to inform me why they canceled the order.Just tell me the reason after I asking. Now,I request they get my order shipped or give 50% claim for the values of goods
Regards,
[redacted]

We would like to thank this customer for shopping with us and apologize for any confusion she had with the return/exchange.  We have listened to this customers call with our representative on January 30th 2017 at 5:18pm EST.  This call was approximately four minutes long.  During the...

phone call our representative explained the two ways to process and exchange.  The customer agreed to return the item and once received she agreed for us to process the exchange for a new size.  Our representative asked the customer for the size the customer would like as the exchange and the customer supplied the new size to the representative.  At the end of the call the representative explained again to the customer that once we receive the item back we would process the credit back and then charge the card for the exchange item.  The customer confirmed it was ok for us to do this.  At this time the customer has been credited back for the return item and any pre authorizations have been removed.

We would like to thank this customer for shopping with us and we appreciate their feedback about the return policy.  Our homepage says “free shipping + free exchanges” and the entire policy was announced and listed under the Returns section of our Help page.  We do see this customer...

contacted us by telephone and email and was sent a pre paid [redacted] return label with tracking number [redacted].  This packaged is scheduled to be delivered to our warehouse on 2/28/07.  We ask the customer allow 2-3 business days for the return to be processed.  We will credit the customer back minus the $6.95 restocking fee. If the customer would still like to exchange the item we would be happy to help them find a new item to try.

We would like to thank the customer again for them shopping with us.  We would like to apologize that the discount was not applied making the total on the new order the same as the original order.  We have requested our billing department credit this customer back $38.11 to their original payment method.  This will make the total on this order $41.84 which is the same amount the customer originally paid.  Please allow 2- 3 days for this to be processed and also be aware it can take your banking institution up to 10 business days for the credit to post.Again we would like to apologize to the customer for the delay in processing the credit and look forward to assisting the customer in the future.

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. 
My Order #[redacted]? The item should be "Marmot PreCip Jacket (Men's) Size:XSBut you sent me a "boys windridge"size:xl ,only 6-7 years old boys' clothing.Totally wrong item was shipped.I ask for refund the $24.97 that I was paid.I am a foreign students in United states. But Now I am in my hometown during holidays?So sending back with a free pre-paid [redacted] for return is impossible because I have to use international [redacted].Would you please suggest another Solution to solve the problem?However,the seller didn't even apologize for their fault?They just only asked me to sent the item back?I doubt the seller deliberately shipped the wrong item?Because the boys clothing they sent to me is much cheaper than the marmot jacket in my order.Since the seller have no sincerity to solve the problem,I ask refund all the $24.97.I ask for refund the $24.97 that I was paid.I am a foreign students in United states. But Now I am in my hometown during holidays?So sending back with a free pre-paid [redacted] for return is impossible because I have to use international [redacted].Would you please suggest another Solution to solve the problem?However,the seller didn't even apologize for their fault?They just only asked me to sent the item back?I doubt the seller  deliberately shipped the wrong item?Because  the boys clothing they sent to me is much cheaper than the marmot jacket in my order.Since the seller have no sincerity to solve the problem,I ask refund all the $24.97.]
Regards,
[redacted]

We sincerely apologize that the customer received the incorrect item and for any confusion regarding our exchange process.   When we process an exchange, we always refund for the item that is returned and then recharge for the new item.   On Feb 24th, we refunded the customer in full for...

the incorrect item and then tried to recharge for the new item. The card was rejected do the new order did not go through.   When we tried to place the new order for the customer, it is possible that this resulted in a pending charge or a hold from her bank.   We would advise allowing a full 5 business days for any pending charges to drop off.   We would also like to reassure the customer that any hang ups were not intentional. We had been experiencing minor technical difficulties today which may have resulted in the call being disconnected and we sincerely apologize for this.   At this time, the customer has been refunded in full and has not been charged anything. The customer’s bank account should accurately reflect this after 5 full business days.  If the customer would still like the new item, a new order will need to be placed by the customer.

Again, we sincerely apologize for any disappointment. We would like to assure the customer that we are very thorough when faced with rejecting a return and these decisions are always made with great care.

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]. . 
 All THREE orders did go through on my account and I received a total of SIX items from Shoes.com.  I will not be returning them but the company needs to look into their customer service.  When a customer calls and asks how many orders they have in the system that are listed in the customer's name and is told that there is only one, then only one should be sent.  I will not be shopping with the company in the future and will tell my family and friends about the experience.
Regards,
[redacted]

We would like to thank this customer for shopping with us and we apologize for this frustrating experience.  We are also sorry this customer was given incorrect information at the beginning of the call about the restocking fees as we are not able to waive fees unless exchanges are done. ...

The representative this customer spoke to is new and when the representative spoke to a supervisor she was advised we could not waive the fees. Our return/exchange policy which went into effect on August 1, 2015 enables our customers to choose from any items in our inventory until we find an item they will love – more than a million items – whether that’s a different shoe or perhaps a bag or coat. In the event a customer prefers not to exchange for a new item, there is a restocking fee. We want to assure this customer that our decision to not waive the restocking fees on their order was made carefully and in accordance with our guidelines. We have multiple call centers and our representatives are able to communicate with team leads and supervisors at their location and at other locations via an online chat program.  We have more customer service representative then we do team leads and supervisors so many times they will be working with multiple representatives at the same time and are unable to take phone calls.  This is why when the customer asked to speak to a supervisor the representative told the customer one was not available at that time. We have emailed the prepaid [redacted] return labels to the customer and have requested their email be removed from our mailing list.  We would like to advise this customer it can take up to 10 days for this removal to be processed.  We understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause. Should this customer opt to exchange for any item on our site, we’re happy to help them find new styles or items to try.

We would like to thank the customer for their purchase with
us. We have looked into this order and reviewed the item for any
manufacturing defects. This item was not defective. Our notes show that the
customer was disappointed with the quality. This is not considered a defect but
we still...

accepted back the item for return. Our return policy states that exchanges are free but returns
are subject to a $6.95 restocking fee. We issued the customer a full refund
minus the $6.95 restocking fee in accordance with our return policy. If the customer would like to place an exchange order for
any of the over 130,000 items on our website, we would be happy to count that
as an exchange and refund the $6.95 restocking fee. We sincerely apologize that the customer was disappointed in
the product they receive and in our return 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. 
The company charged me a restocking fee and they are still advertising the product as available for purchase in a size 12.
Regards,
[redacted]

We would like to thank the customer for shopping with us and apologize for the frustrating experience they have had.  When an order is placed we transmit the order to our warehouse's.  We are unable to cancel orders once they are sent to the warehouse and must contact them to request the...

cancel.  We were unable to cancel this order before it shipped.  This customer has spoken to a supervisor on 1/27/17 and agreed to having 2 of the 3 restocking fees waived once the items are received back.

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]