Shoes.com

We would like to thank this customer for shopping with us.  We are sorry it took longer than usual for us to process the return credit.  The item the customer purchased shipped directly from the manufactures warehouse so when the customer refused delivery it was sent back to the sender...

instead of to our warehouse.  Being this all happened during the holiday season it added time to verify the shoes were accepted back.  We are happy to let the customer know we have processed the return credit and they should see the credit on their statement within 10 business days.  Again we apologize for the delay and recommend the customer contact us for a [redacted] pre-paid  return label on any future return orders.

We would like to let the customer know they can place a new order for the item as we have already credited the customer back.  We looked into shipping another pair out to the customer however we could not without showing a new order this is why the customer was credited back.  Again we are sorry for any inconvenience this has caused the customer.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

Please apologize to customer for any inconvenience. The customer does not have an account with shoes.com unless he has a rewards account. The customer may log in to his account to have it canceled if it is no longer needed. It is not something we can do on our end. I have also unsubscribed the...

customer from receiving anymore of our e-mails.

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]. 
Refund has not been received, see attachment.
Regards,
[redacted]

We would like to thank this customer for shopping with us and we appreciate her 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. 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 she opt to exchange, we’re happy to help her find new styles or items to try.

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. I will again voice my distaste of the practice of enrolling customers who are on the site of ShoeBuy to buy SHOES, not magazines, who fail to check a box at checkout.  As I said, I believe its just another way to scam people and should not be allowed.  
Regards,
[redacted]

Please apologize to customer for any inconvenience. We have canceled this order and issued a refund for the shoes today, 12/18/17. Customer can expect to see this refund posted on Visa account in the next 3-5 business days. We apologize again for any inconvenience and confusion caused.

Please advise customer that we have checked with our billing dept. and they confirmed that we did not deduct $10.00 from return refund. Customer should contact [redacted] for confirmation of breakdown of credits.

We would like to thank this customer for shopping with us and are very sorry about the shoes not fitting.  This customer did place the order on October 24th and contacted us on December 26th to exchange the items.  As stated in our return policy...

at http://www.shoebuy.com/info/returns#instructions : Items must be sent back within 60 days from the purchase date, though during the holiday season (November 1 – January 1) we'll give you up to 90 days from the purchase date to make gift-giving easierEven though this order is outside of our normal 60 day policy and we are unable to do an exchange we will accept the shoes back and provide a full refund to the customer.  We have emailed a return label to the customer and will waive the restocking fee when we receive the order back.  If the customer would still like the exchange item we would be happy to help them place a new order.Again we apologize the customer did not know our return/exchange policy and hope to work with this customer again soon.

We would like to thank the customer for their purchase with
us and for their feedback regarding our policies. We would be happy to look
over this customers concerns. 1. ShoeBuy charges for each individual item instead of one
charge for the total amount. We apologize for any confusion this may...

have
caused. 2. If the customer received an item that is a different
style than what he ordered, he will not be charged a restocking fee to return
it. We will refund him in full. We never charge any fees if our customers
receive defective or incorrect merchandise. 3. We do sincerely apologize again for any delay in response
via email. We have looked over the email correspondences to see what was said.
The customer was informed that he will not be charged a restocking fee for an
incorrect item and was apologized to for any disappointment in our response
times. We have also asked the customer how many labels he needed to return the
5 packages. The customer so far has not requested more than one. The one label
that we did send is sufficient to send all 5 pairs of shoes back in one
package. However, we will be more than happy to send additional labels if the
customer does not want to package all 5 pairs of shoes together.4. Our return policy has been stated on our website since
July 16th. We focus on free exchanges because we are sure we can
find the right match for any of our customers, but we are still happy to
perform returns if the customer prefers. All returns are subject to a $6.95
restocking fee. This fee can only be waived if a customer received incorrect or
defective merchandise or if an exchange order is placed. We sincerely apologize
to the customer for his disappointment in our return policy. Unfortunately we
are not able to alter it. We would like to thank the customer for their feedback
regarding our policies and procedures. We are very sorry that the customer was
disappointed in their experience with us.

We sincerely apologize for any confusion with our ordering process. On the page where the shoe is listed, underneath the sizes, it says “This item does not follow standard US sizing. See size chart for proper fit.”. The size chart explains that this is a Unisex shoe that is listed in Men’s sizes. ...

Our records show that this order was placed online by the customer and that we were not contacted prior to the order being placed. This means that we could not have provided any clarification regarding sizing. The customer ordered a size 9 in this shoe. This is equal to a Men’s size 9 and a Women’s size 11. We are very sorry to hear that this is not the size that the customer wanted. We are happy to help with a return or exchange, however, we cannot waive any return fees because we did deliver the item exactly as requested. Please keep in mind that we do offer free exchanges, so if the customer would like to purchase anything else on our website, we would be happy to waive that restocking fee. Again, we are very sorry that the customer was not satisfied with their product or our return policy.

We would like to thank the customer for reaching out to us and apologize for the delay in resolving this. We began an investigation when the customer first alerted us to this issue which has still not been completed. We should have the results to this investigation shortly and can then confirm...

that the item was not sent out and can refund the customer. We would like to thank the customer for their continued patience as the refund process completes itself.

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. 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 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.

We would like to thank the customer for reaching out to us.
We sincerely apologize that this customer feels misled by our promotional
discounts. All promotional discounts that we offer always state
somewhere on the advertisement that “exclusions apply”. This is because there
are some...

manufacturers that do not allow their shoes to participate in our
promotions. All discounts show during checkout and the total that shows
up on the screen before clicking “place order” is the total that the customer
will pay. We also send a confirmation email with all of the order details in
case there is a problem that we would need to fix. This customer called our customer service line 2 days after
placing their order and spoke with 3 representatives including 2 supervisors.
We were able to offer her a 25% discount as a one-time exception courtesy or
advised that the customer is welcome to return her order under our normal
returns policy.At this time a Manager has offered an additional 5% discount
for a total of a 30% discount. These are still the only options that are available to us. We are very sorry that the customer has been disappointed in
our promotions and return policy. We look forward to helping this customer with
a discount or a return.

Thank customer again for her patronage. We will be crediting back $10.00 for the express shipping charge. Customer can expect to see this credit posted on her method of payment in the next 3-5 business days.

We apologize for this customers credit being delayed.  We have credited the customer back the $96.71.  We ask they allow 2-10 days for it to show up on there credit card statement.

We would like to thank this customer and apologize for the frustrating experience they had.  Our billing department processed the customers credit in the amount of $79.95 on November 22, 2016 to their [redacted] card.  If the customer is not seeing the credit on their statement we encourage them...

to contact the number on the back of their credit card for further information.  Please be advised some credit cards can take up to 10 business days to post credits to customers statements.

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 business (ShoeBuy) wrote back,...

but completely missed the mark on what I was returning.  I originally ordered three pairs of shoes.  I already sent back one pair, and when I got the second and third the second pair was too small.  Those are the ones I want to return and not exchange.  If they had answered the phone originally so I could explain the situation, they would have HIT the mark in returning the second pair.Instead they are writing regarding the first pair sent back.  I want them to acknowledge that this is the second pair being returned for the proper credit back to my credit card and that I DO NOT WANT an exchange at all. 
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]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]