Shoes.com

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]

We would like to apologize to Ms. [redacted] for the experience she has had with us thus far. We have been experiencing a higher than usual call volume this week, resulting in unusual wait times, and we regret that Ms. [redacted] is one of our affected customers. We have located Ms. [redacted]'s order in which she requested on our site to exchange the Women's Alegria by PG Lite Paloma Mary Jane in U.S. 42 M in Red Bloom Polyurethane for the U.S. 41 M in Red Bloom Polyurethane. We have emailed a copy of the pre-paid return label for this order to Ms. [redacted] and instructions for her return. We would be happy to connect with Ms. [redacted] via telephone, if she would like. Again, we sincerely apologize for the inconvenience caused and thank Ms. [redacted] for being a valued ShoeBuy customer.

Hi we thank this customer for shopping with us.  When a package goes missing we are required to open an instigation with [redacted] so they can try to determine where the package is.  [redacted] has closed this claim stating the package was found and confirmed delivery to the customer.  If this...

customer is stating they have still not received the package we will need to contact [redacted] for further information.

Again, we sincerely apologize that this customer feels
deceived by our return policy as this was certainly not our intention. We
updated our website to advertise and reflect our new “Free exchanges” policy on
July 16th, 2015. All of our policies and legal information can be found under the “HELP”
tab at the top of our website.

The policy is accessible in one click by clicking on “returns” on our homepage. We did announce the change two weeks prior on our site to ensure our customers were informed. We appreciate this customer responding with her candor about the policy change, and we will share this will the appropriate internal teams.

We are sorry this customer had a frustrating experience.  When an item is not accepted back to our warehouse we take multiple images to document the reason the return is not accepted.  These images have been reviewed by management and they do not show any defect in the size of the tongue....

 We have sent the shoes back to the customer and per UPS tracking # [redacted], they were delivered on 6/2/2017.

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 ALSO request that the funds for the tan boots I ordered to be refunded as well. They arent the correct size and I was ordering the two pairs for a sizing reference. Its the least the company could do to cover for the in convenience. I also do not feel comfortable returning them because of the return fee. 
Regards,
[redacted]

We would like to thank this customer for shopping with us
and we appreciate their feedback about the return policy.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...

is listed under the
Returns section of our Help page. The new policy went into effect on August 1,
2015, and all purchases made on August 1, 2015 or after are subject to our new
return policy. Our policy enables our customers to choose from any items in
our inventory until we find an item they’ll love – more than a million items –
whether that’s a different shoe or perhaps a bag or coat. In the event they
prefer not to exchange for a new item, there is a restocking fee.  Customers do not have to pay to ship a return item back to
us.  When a customer is ready to return
an item they can go onto our website or call our customer service department
and we will email them a pre-paid [redacted] return shipping label. We want to assure this customer that our decision to not
waive the restocking fees on her orders was made carefully and in accordance
with our guidelines. 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, we’re happy to help find new styles or
items to try. y here...

We apologize to the customer for any inconvenience that has been experienced. The customer will have to go to our website and have the password for her account changed. I have provided the password below that the customer can use to change the password to her account. We apologize again for any...

inconvenience. [redacted]

We apologize to the customer for any inconvenience experienced. As a onetime exception, we will be refunding the customer for the $75.75 that was paid for the two pairs of shoes purchased on our website. This refund will be posted to the customers [redacted] account ending in [redacted] in the next 3-5 business...

days.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy my issues and/or concerns in reference to complaint #[redacted], but I am willing to accept the response because I never want to hear from ShoeBuy.com again. I understand that by choosing to accept the business response that my complaint will be closed as resolved, but this does not take away from the fact that this company contradicts itself in corporate policy versus customer communication, and that ShoeBuy.com [redacted] in-general. 
Regards,
[redacted]

We do apologize for the error in this customer receiving the incorrect color item.  This was ordered on a 3rd party website and it looks like there was a technical issue when the order was sent to us.  The customer was sent a prepaid [redacted] return label on 3/6/17, once the item is received...

and processed we will credit the customer back the total amount of $26.00.

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.

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].  
Shoebuy did not notify me of their change in return policy (ie not allowing returns anymore). I've been a customer of theirs for years and made many orders with them and they should be required to advise their customers if they make a change in policy. They are trying to use their sneaky and unethical business method to steal hundreds of dollars from me.If Shoebuy refuses to act morally here, I am asking that the Revdex.com step in and use whatever power it has to make this transaction fair and just.
Regards,
[redacted]

We are very sorry for this customers situation.  Unfortunately [redacted] is standing by their investigation that this package was delivered to the customer and we have no other way to check where the package was sent.  We have decided to credit this customer back for the item since she does live in an apartment complex and anyone could have taken the package.  We as the customer allow 2-3 business days for the credit to be processed and also be aware it can take an additional 10 days for the credit to appear on her credit card statement.  Again we apologize for this frustrating situation and hope this helps.

We apologize for the inconvenience. We are currently refunding the customer now for this order. Customer can expect to see this refund posted in the next 3-5 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. 
Contrary to the business's assertion, the restocking fee does NOT appear during the CHECKOUT process.  It appears during the return/exchange process.The statement:"We also show the restocking fee during the checkout process once the customer clicks on "return" rather than "exchange"" is NOT correct.  "Return" and "exchange" do NOT appear during CHECKOUT.  (Why would "return" and "exchange" appear during checkout??) Those options appear during the return/exchange process.Regards,
[redacted]

We would like to thank this customer for shopping with us and also would like to apologize for the confusion in trying to send the item back.  We do see the customer spoke with a manger today and we have supplied the customer with a new label and approved them to return the item for a full...

credit.  Again we are sorry this took as long as it did to get resolved.  Once the item is received we ask the customer allow 3-5 business days for the return to be processed and also be aware it can take up to 10 business days for the credit to appear on their statement.

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'm not sure if Shoebuy is offering me a gift card here for the amount missing ($426.94). If they are, that's a nice offer but I don't feel I should be tied to spend that much on the Shoebuy website. If Shoebuy would like to give me half back in gift cards and half back on my Credit Card, I would accept that as a compromise just to end this. But honestly, even if Shoebuy changed the wording from "returns" to "exchanges" on their website, there would be no way of me knowing that it changed. There was never an email, like other companies do, alerting that a policy change has been made. I've been a customer for years with Shoebuy and like many many others I wouldn't think to read a return policy when I've made many orders with the same policies for so long. It's very very misleading and unfair.
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. 
This is the same stock answer I received from their [redacted] Page earlier today. The 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 promised. We were on the phone from approximately 11:05-11:40AM EST.  The length of time the Customer Service Representative has been employed there is irrelevant. I 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 10 years.  This is unacceptable.
Regards,
[redacted]