Shoes.com

We would like to thank the customer for shopping with us and apologize for the shoe size they wanted not being in stock.  All orders have 60 days to return the items so customers can wait until an item is back in stock and then exchange at that time.  If the item is still not in stock a...

customer of course is able to exchange an item for anything on our website.  If an item is  not exchanged there is a restocking fee applied.  Our policy can be found at [redacted]  If this customer would like to place a new order within 10 days we will consider that order an exchange order and will credit the customer back the $6.95 restocking fee.

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].
Can't there be another way of closing this? Neither Accept nor Reject truly fits here. Accept doesn't apply because I'm unhappy that I am no longer going to be a customer of this company because of a policy change they made, and that they think so little of me that they're not willing to even try to keep me as a customer. And Reject doesn't apply because they did refund my money and removed me from their mailing list as I asked. So maybe an "Accept but not happy about it" option? I would really rather just be a customer of theirs under the policy that was in place when I first became their customer.
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 12/11 to 12/18.  We also...

replied to the customer email on 12/28 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  $27.97.  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.

Please apologize to customer for any inconvenience experienced. Our supplier is currently experiencing some unexpected delays processing their orders. They have acknowledged this issue and are working as quickly as possible to ship this order as quickly as possible. We have partially refunded the...

customer 15% for the delay with the order. This refund will be posted on customers method of payment in the next 3-5 business days. We have not taken the customers money since the order has not shipped. What the customer is seeing on his method of payment is a preauthorization or hold which will be dropping from the customers method of payment in the next few days. We only charge for orders that have shipped. We apologize again for any inconvenience.

I have received the boots but its a sham it took this to get anyone to respond to me. 
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 offer of an apology was a nice opener from shoes.com but was quickly devalued by excuses and the lack of ownership for the multiple failures of their employees during this experience. The express shipping was available for this shoes as I created another order and was able to apply that option for the shipping while I was on hold during the last call. After reading several complaints/reviews, this is definitely not "a very isolated incident." If this company were to have offered the assurance they would be contacting every employee who had played a part in this incident to train/correct in order to prevent this from them making the same mistakes and/or also shared their intentions for a required training for all active customer care reps and supervisors then the acceptance of their response would have happened. Customer loyalty is a huge factor in keeping businesses going today not only due to the guaranteed repeated purchases but even more so for the referrals. As of now my family and I will not be participating in supporting this company with our future purchases and will eagerly share this experience during any conversation when the topic of where to purchase shoes or accessories occurs.    
Regard
[redacted]

We regret hearing that this customer has had a difficult or trying experience with us. When the customer called to change the order, we had already transmitted the order to the manufacturer and could not guarantee a change. Our system shows that we did contact the supplier to try to change the...

address on the order, but they were unable to make that change. Unfortunately, in this case, we are not usually able to do anything.   However, in this case I am showing that a Supervisor has approved a full refund as a one-time exception courtesy. The customer should see a full refund in their [redacted] account within 5 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]. Please add your rejection comments below.   I don't have time to waste.  Your managers have already agreed together as to how to handle my complaint; DO NOTHING that would amount to any remorse on the company's part or make an attempt at customer satisfaction.  How could you possibly feel that refunding my purchase price is all you  need to do to resolve this matter after you sent an item to my home that causes cancer and birth defects without informing me of this before I purchased it.  I would never keep these shoes or give them to anyone else, and besides no one in their right mind would want to risk contracting cancer or harming their unborn child for a pair of shoes.  How dare you think you have done me some sort for of good turn for the equivalent of sending toxic waste to my home and inconveniencing me.  I don't care if the shoe cost a penny, that does not excuse your deceitful sales practice and belittling the fact that you sent an item that you were fully aware causes cancer and birth defects.   
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].  
Can the provider send a copy of the receipt verifying the purchase.[ Regards,
[redacted]

That is correct. Since your order shipped in time and according to the times listed on the website, we are willing to meet you half way and credit back half the cost of shipping. You will see the $10.00 credit posted in the next 3-5 business days.

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 accepted. We 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 .

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]

Please advise customer that a refund was issued for his return today, 11/22/17. Customer can expect to see his refund posted in the next 3-5 business days. We issued the refund for the shoes that did not ship on 11/15/17 and customer was not charged for the order that was canceled. Customer should contact his bank if the refund issued on 11/15/17 has not been received yet.

First and foremost we apologize for the delay in response. We were conducting an investigation on this order and that investigation was just completed today. According to our records, the customer never requested to return this item and we did not send her a shipping label. We received the...

shoe in our warehouse in an unmarked brown box around October 5th. Since the original shoe box was not included and the order was past our 60 day returnpolicy, the return was rejected and sent back to the customer as is.  We would be happy to look into where the package was for 2 months. To do this we would need the address the customer mailed it to, and the tracking number that she was given. Again, we apologize for any confusion and look forward to looking into this matter further for the customer.

We sincerely apologize for the customer’s disappointment in our return policy. Unfortunately, what the customer has stated is correct and we cannot accept returns past 60 days. This order was placed on January 9th and is now past our return policy. We hope this experience will not deter the...

customer from purchasing with us again.

We are sorry we are unable to accept the shoes back due to the shoe box being used as the shipping box.  We are an online company and we do not have any physical store locations a customer can go to.  For this reason we have to make sure all items are in new condition and this includes the shoe box.  Our customers are not able to inspect an item before purchase and they trust every aspect of there order is in new condition again this includes the shoe box.Again we apologize for this frustrating experience however per our policy we cannot accept the shoes back since the shoe box was used as the shipping box and is deemed damaged.

We apologize for this customer delay in being credited back.  We processed the return and issued a credit back to [redacted] on January 28, 2017.  Due to an error with [redacted] the credit did not apply.  We spoke with [redacted] on February 2, 2017 and processed the customers credit again....

 This time the credit was applied correctly.  On February 14, 2017 we again verified this credit was processed correctly.

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].  
 
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 would like this inquiry closed and for it to reflect that I don't accept the response. 
Regards, [redacted]

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. 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 was announced and listed under the Returns section of our Help page.  The customer also agreed to our polices including the restocking fee when they placed the order on the website. As we understand that for some customers, this option might not be a fit for them, we’ve also worked to make returns as easy as possible – though if no item is being exchanged then there would be restocking fee. 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.