Shoes.com

I have requested to have to the manager get back in touch with the customer sometime today regarding this issue

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 bought from www.shoebuy.com - not this www.shoe.com Why send me a link to some other website? 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] The shoes were delivered to my old addressI made several attempts to contact youI was never offered the ability to update the shipping address for the returnYour customer service is unacceptableI am not satisfied with your response Regards, [redacted] ***

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

Please apologize to customer for any confusion relating to the credit issued for the return of the Spring Step [redacted] shoesWe did not deduct $from the credit for the shoesThe $was deducted from the order when the customer logged in through her rewards account and chose to have rewards points applied to her order, which deducted $from the price of the shoesThe only thing that shoes.com deducted from the return was a $restocking fee that we charge for all returns that do not have exchanges linked to themThe customer would need to place an exchange order on our website to have this fee waived

Please apologize to customer for any misinformation received from our representatives as it does not state on our website where these [redacted] boots are manufacturedMany brands have multiple manufacturing plants here in the USA and overseas in Asia, South and Central America, and EuropeThe suppliers warehouse cannot be searching for boots made in the USA as they have thousands of orders that they ship every dayDue to the inconvenience, we will be issuing a refund for this orderCustomer can expect to see this refund posted on his [redacted] account ending in [redacted] in the next 3-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] This message is regarding complaint ID # [redacted] I received a response from ShoeBuy via the Revdex.com on 05/27/I uploaded an attachment that included the receipts to include: the transaction date, shipping date, etc., but submitted it before entering my responseThe attached receipts show that the order was placed on 04/29/& I also received a shipping confirmation email, dated 04/29/17, indicating that the order was "on it's way." In this instance, the companies statement that they don't process claims on Sunday's seems to be in questionIf claims aren't processed on Sunday, how do they explain the shipping confirmation email I received on April 29, 2017?! Again, I'm asking only to have the extra $for shipping refundedThe company response was less than satisfactory! My hope is this message can be added to my complaint Regards, [redacted]

We would like to thank this customer for shopping with us and apologize for any inconvenience they have had in returning the item We have reviewed the customers order and see multiple emails with the return label were sent to the customers email address from 12/to 12/ We also replied to the customer email on 12/letting the customer know we had already replied to their request since we had not heard back from the customer and assumed they finally were able to receive the return label When an email with the return label is sent to a customer it is in an email with a link the customer must must click to bring up the label This customers email is through AOL and unfortunately sometimes on AOL accounts our email is marked as spam before it makes it to the customer We have sent the customer a return label as an attachment which the customer should be able to receive with no issues Once the customer returns the item we will credit the customer back the full amount of $ We also apologize for any confusion the customer had about our return policy Our website states “free shipping + free exchanges” and the entire policy is listed under the Returns section of our Help page Customers are able to exchange an item for free for anything from our website until they find the perfect item, however, if an item is returned there is a restocking fee We will not charge the customer the restocking fee on this order but if they would like to exchange the item we are happy to help them find a new item

We do apologize for this frustrating experience We have reviewed the item again with the information the customer has provided and while the shoes do look worn and we cannot accept them back we are going to credit the customer back the $ Please allow 2-business days for this to be processed and up to business days for the credit to appear on your statement As for the item the customer can keep the shoes, give them to someone who could use them or donate them to a local charity.We do thank the customer for shopping with us and look forward to working with them in the future

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

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 This is the same stock answer I received from their [redacted] Page earlier todayThe Customer Service Representative said they would waive the restocking fees and then said she wouldn't when I asked her to confirm that they would be waived at the end of the call Shoebuy.com records their customer service calls and can go back and listen to the phone call in which this was promisedWe were on the phone from approximately 11:05-11:40AM EST The length of time the Customer Service Representative has been employed there is irrelevantI was told the restocking fees would be waived, then once I agreed and allowed her to complete the return, she said they would not waive them because I have returned items in the past years This is unacceptable Regards, [redacted]

We would like to thank the customer for shopping with us and are sorry we are unable to accept the shoes back When an item is not accepted back our warehouse takes multiple pictures to document the reason they were not acceptedWe have reviewed these pictures and they show dirt and other debris on the bottom of the shoes Per our policy all returns must be in new condition We have attached pictures showing the dirt on the bottom of these shoes.We can certainly apperciate that this is frustrating for the customer as they do no wish to keep the shoes We also understand this was not the resolution they were seeking However, our decision to not accept the return was made carfully and in accordence with our policies (http://www.shoebuy.com/info/returns

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] Again The boots caused me to get an abrasion on my right angle, causing me to limpHow could anyone tell the boots would cause me to get an abrasion unless I wore them? If Shoebuy has a department that will look at the boots then Shoebuy should list the address of their department so I can return the bootsNo where in anything [redacted] or Shoebuy has mentioned an address or telephone numberIn other words how could I call their number without Shoebuy making it known? How would their department know me, without a prior number to identify me? Regards, [redacted]

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/

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] ***

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 $back to my credit card [redacted] in 3-days.It has been now days and shoe.com did not refund me.Could you please look further into that matter 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 signed paperwork with [redacted] on Wednesday verifying that I did not receive the items [redacted] requested I file a police report but seeing as the packages disappeared months ago and shoebuy is refusing to refund my money, I do not want [redacted] to have to pay a claim to shoebuy which is what the [redacted] woman told me would happen if I submit a police report to ***I don't understand how shoebuy could say I verified I received the items when just the opposite was the caseI will never purchase from shoebuy again, I never received my shoes and still months later have not gotten a refund from shoebuy! This is unacceptable!!!! Regards, [redacted] ***

First and foremost we would like to apologize to Mrs [redacted] for the experience she had with our representativeWe pride ourselves on excellent service and we want to assure her that the interaction will be reviewed by senior leadership of the customer service department.With regard to Mrs***’s return, we photograph all returned items as soon as they arrive at our warehouse for our recordsWe have reviewed the photos of her returned shoes and compared them to images of the shoes from manufacturerAs these images reveal, there was enough wear on the bottom of the shoes that we could not resell them as new to another customer, and so they are indeed ineligible for returnWe pack each order with new unworn merchandise, as online shopping does not permit the customer to physically inspect an item prior to purchase such as in a brick and mortar store.We can certainly appreciate that this is frustrating for Mrs [redacted] as she does not wish to keep the shoesAnd we also know this was not the resolution she was seekingHowever, our decision to not accept her return was made carefully and in accordance with our policies [redacted] )All companies have policies and standards by which we must adhereWe want to be sure that Mrs [redacted] and her fellow customers have the best possible shopping experience and that we delight her with every purchase, and our policies have been structured to help ensure this is the caseAccording to our records, a credit of $was issued today to the original payment method on this order and hope Mrs [redacted] will accept this goodwill gesture

We regret hearing that this customer has decided not to shop with us based on our return policy and we sincerely apologize for any disappointment or inconvenience caused

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 Thank you very much for your assistance Regards, [redacted]