Shoes.com

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. 
As for the hang ups there was no problem with the phone, the only problem was the representatives was rude and not willing to listen to what the customer had to say. As for the exchange I was told by [redacted] that once they received the incorrect item back they would send the correct order out. she wanted to charge my card on that day to rush the correct order out and I said NO. Here it is the first and the charge is still pending on my account it has not yet fell off. I think this is crazy that my card was charge without permission and money is being held out of my account and the company thinks this is ok. ]
Regards,
[redacted]

We would like to apologize to this customer for the delay in receiving their item.  Per [redacted] tracking # [redacted] this item was ready for [redacted] pick up on 12/16.  Unfortunately there was no update with the tracking information.  We have been in contact with the warehouse...

and [redacted] to get an update on this order which took longer then usual due to the holiday season.  Finally on 12/29 the package was located by [redacted] and delivered to the customer on 12/30.  We hope the customer loves the item and look forward to helping the customer again in the future.

Better...

Business Bureau:
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]

Then I want a prepaid shipping label to return the one pair they sent, since I cannot use them. As I specified, I need TWO matching pair of slippers, as I have twins. I also find it funny they suddenly can't supply the item, when it is still on their website, and this statement came only after I asked for a refund. This entire incident has been COMPLETELY UNACCEPTABLE. I told them WEEKS ago they needed to get the second pair to me BEFORE they claimed they were sold out, yet they dragged their feet and gave me the runaround until I involved the Revdex.com, and now they are STILL not providing a reasonable solution. Is there another style of boys slipper in the size I need that they CAN send two of?!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 do thank the customer for shopping with ShoeBuy andapologize for the difficulty she has had. At this time the item is listed onour website as $139.99. It’s possible that the cookies or cache on the customer’scomputers were not refreshed and she was seeing an older price for this shoe....

 Normally in this situation we would ask the customer to senda picture of what they see to our customer service email so that we can verifythe information.  At this time, we would be happy to make a one-time exceptionfor this customer and manually refund the difference on the shoes. She wouldneed to place her order first and then contact us so that we can manuallyadjust the price to $99.99 on her order.  We would also like to customer to be aware of our price matchpolice. If any item is found for a cheaper price on another online competitor’swebsite we will be more than happy to match their price and refund thedifference.  We look forward to resolving this issue with the customer.

First we would like to thank the customer for shopping with us and apologize for any confusion regarding our procedures. The customer placed an order for the [redacted] Napa Flat in the size 10 on Sept 24th.  On October 1st we received a phone call from the customer stating...

that the shoe was too small and helped the customer process an exchange for a size 10.5. We received the size 10 from the customer on October 7th and refunded the customer before processing the exchange order for the size 10.5. Since the size 10.5 has not shipped out, we have not charged him for this item yet, although the customer may be seeing pending charges on his bank account.  At this time we have cancelled the exchange order for the 10.5 as the customer requested and released the pending charge in our system. As a courtesy, we have also not charged a restocking fee for the return of the size 10, even though the customer cancelled his exchange order. If the customer still sees any pending charges in his bank account, or does not see the refund in his bank account, he will need to contact his bank to find out their policies about how long it takes these things to process. Normally this is done within 5-10 business days.  Again, we do apologize for any difficulty the customer hadwith these two orders.

Again we would like to thank this customer for reaching out to us.  We had our billing department look into this customers [redacted] order since we were unable to find any order using the information the customer provided.  Our billing department was able to find the [redacted] order and verified it was never transmitted to ShoeBuy.com's system.  We have credited the customer back in full for the order.  The customer should see the credit in her [redacted] account.  If the customer does not see this credit please email us at [email protected].  Again we apologize to the customer for any inconvenience this has caused and are actively looking into why the order never reached us.

We would like to thank the customer for their business and we can certainly appreciate that this is a frustrating experience for them as they do not wish to keep the boots.  We have reviewed the customer’s order and are unable to accept the item back because they have been worn.  We would...

be unable to resell them as new to another customer and so they are indeed ineligible for return per our policy which can be found at [redacted] We 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 which we must adhere to.  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.

Again we apologize for the customer delay in receiving their credit.  Once we were made aware of the problem with [redacted] we immediately were able to process this customer credit successfully.

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 do not feel this amount is anything.  I can not wear these shoes and the only thing I can do is donate them.  I bought them in good faith and hope your company sees this.  $129.00 is a lot to spend for a pair of shoes.
Regards,
[redacted]

Please apologize to customer for any inconvenience experienced. We will be issuing a refund for this order as a onetime exception. Please do keep in mind our return policy states that any items returned to us have to be in the same pristine condition that they were received in. Customer will see...

refund for $99.95 posted on [redacted] account ending in [redacted] in the next 3-5 business days.

Our return and  exchange policy can be found on our website at [redacted].  Again if this customer would like to exchange the items we would be happy to credit them back the restocking fees.

Please apologize to customer for any inconvenience experienced. As stated in the returns policy on our website, we are not able to accept items that have been worn. Since the customer is disputing whether the shoes have been worn, my manager will be reviewing the pictures that were taken at the...

warehouse at the time the return was being reviewed. There is a note on the order that he will be following up with the customer once the review has been completed.

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 am writing to request Revdex.com to re-open my complaint #: [redacted].  I received a response from ShoeBuy on 10 Jan, however as I have been traveling abroad for work, I have not had a chance to respond yet.  I certainly do not consider the matter closed however and thus again request that the complaint be re-opened.Specifically, the response received said "We appreciate this customer's feedback and will pass it on to our advertising department."  This is an unacceptable response in my mind since the website represented a different item than the one that was shipped.  The company subsequently will not accept the return even though the item shipped was not what was ordered and was misrepresented on the website.  Informing their advertising agency to me indicates that they realize they misrepresented the product, and thus is considered false advertising by anyone's standards.  If the company is unwilling to accept the returned item for a full refund I will pursue legal action on the basis of false advertising.Thank you for your help, please pass along my response to ShoeBuy.Best,[redacted]  Regards,
[redacted]

We would like to apologize to this customer for this poor experience with ShoeBuy. As she indicated, [redacted] informed us delivery was made on 5/11/15 and left at the front porch.  The results of the first investigation came back from [redacted] that delivery was confirmed by [redacted] so the...

investigation was closed. When we heard back from the customer that she did not confirm delivery, we did reopen the investigation with [redacted] with results expected on 7/17/15.  In lieu of this however, we have taken the liberty of refunding the customer back in full in advance of the claim by [redacted]. The customer has been credited today and will see that refund in her account in 3-5 business days pending her financial institution.

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 totally reject their response they are only restating the they refunded the purchase price which they would have to do anyway and were giving me a 30% coupon which they offer to their customer's anyway.  The did not address the severity of the situation, the deceit practice of not informing me before I purchased the shoes that the materials were cancerous and caused birth defects which they were fully aware of before they sent them, neither did they address my inconvenience. 
Totally not satisfied!  How can they have an A+ rating when customer satisfaction is not a priority or concern to them, they only restated their original position.
[redacted]

We apologize to this customer for any miscommunication they had on their phone call with our representative.  The representative did speak with a supervisor who explained we cannot waive the restocking fee unless the customer exchanges the items.  The representative made sure the customer knew this before the call was ended.  As we stated before this customers order is in accordance with our guidelines we are unable to waive the restocking fees. We would be happy to help the customer exchange the items if they would like to.

We are sorry for this customer frustrating experience with trying to exchange an item.  We are unable to process the exchange the way the customer is asking.  We have given the customer all the options we have for processing the exchange.  The customer can either place a new order now...

for the new item and be credited back for the return item when we receive the item back or the customer can return the item wait for the credit to appear on there original payment method and then place a new order for the item which we would make sure the customer received at the same price as the original order.

We are sorry to hear that the customer is disappointed in our return policy. We understand that it can be difficult to find shoes that fit online. This is why we offer 100% free exchanges. If an item doesn’t fit or if the customer just doesn’t like it for any reason, we are happy to take it back...

and exchange it for something else at absolutely no cost to the customer. Even better, exchanges can be made for any item on our website! Whether it’s clothing, accessories, toys, or any other of the over 66,000 unique items. We are sure we can find the right match for anyone! However, if the customer just wants to return the item, we are happy to help with that as well and give the best customer service that we can. Our return policy does state that any item that is returned without an exchange, will be charged a $6.95 restocking fee and we will not be able to waive this fee for this customer. Again, we sincerely apologize for any disappointment in our policies.

Revdex.com:
I would like to reopen this case because it is not closed, I have notreceived my money back from shoebuy. I had accidently hit the wrongresponse when the case closed, I did not mean to do that. I called [redacted]March 16th, they said I should give shoe buy a credit # [redacted] and theyshould be able to settle this. I alsohave my receipt from when I mailed myboots back with the number I gave them. Shoe buy was paid back October8th, 2015, I am still waiting on mine. 
Regards,
[redacted]