Shoes.com

We would like to thank this customer for shopping with us and apologize for this frustrating experience of expecting to receive an item in a certain color and actually receiving the item in a different color.  We have requested to credit the customer back the $6.95 restocking fee and ask they...

allow 2-3 days for this request to be processed.  The credit can take up to 10 business days to show up on their original bank statement.Again we would like to apologize to the customer and hope to work with them again in the future.

We are sorry for the experience this customer had with us.  When an item is returned for an exchange we will credit the customer back and then place a new order for the exchange item.  It looks like the exchange order did not go though due to a technical or human error and left a pre...

authorization on the customers card.  Once the customer contacted us we removed the hold from her card.  We have also credited the customer back in full for there original order.  This was done on 4/20/17 in the amount of $34.97.  Again we are very sorry for any delays in this customer being credited back.

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. 
nearest [redacted] dropoff is MT Ida over 10 miles away.Cannot drive that far I am disabled, No restocking fee and no shipping return costs. No exchange as I want nothing to do with this company ever again.The first person I called named [redacted] said was able to send me a return label for post office. Lied ]
Regards,
[redacted]

We would like to thank this customer for shipping with us and we do apologize for any incorrect information that was given to this customer.  We always try to make sure the information we have on our website or give a customer via phone or email is correct, however sometimes an error does...

occur.  It sounds as if this happened to this customers order.  We have received the shoes back and did a full credit back to the customer in the amount of $44.99 on 9/19/16. Again we are very sorry for any incorrect information and look forward to working with this customer in the future.

We apologize to the customer for any inconvenience experienced. We will be refunding the customer for this order. Customer can expect to see refund posted on [redacted] account ending in [redacted] in the next 3-5 business days. We apologize again for any inconvenience.

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 Apology is nice and all but a summery of ongoing problems is attached.I feel some kind of negative consiquence towards to business is in order.Their rating with the Revdex.com should be lowered,and some sort of fine applied.]
Regards,
[redacted]

We apologize to the customer for any inconvenience experienced. Regrettably, we are not able to send shoes without orders because they ship directly from the suppliers warehouse and they require that orders are placed for all exchanges. I do see that a new order was placed for the exchange requested...

on 1/7/18. We will refund the customer for the return once it has been received and processed by our warehouse.

The photos we provided were taken when the shoes were inspected at our warehouse.  This was the condition we received the shoes back in and for this reason we are unable to accept the shoes back.  Again we do apologize to this customer however the shoes were not sent back in new condition and we would be unable to resell them.

Our previous response still stands on this issue.

We are sorry this customer still does not feel we resolved her issue.  We have explained what California's Proposition 65 notice means and why it is on the box.  Before this customer placed a complaint on Revdex.com we had already credited the customer back in full (credit for $12.71 on 7/5/16) and told the customer she can keep the item.  If the customer still feels her complaint is not resolved we ask her to contact us and speak directly with a manager.

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. 
You might want to check into this company's operation.  The shoes we original received and the same ones they returned are in perfect condition.   If warehouse gave you pictures and said  the shoes we purchased were worn and dirty they are either mistaking or their is the possibility they were instructed by management to give you false pictures so as not to issue credit.  I don’t know,  I can only guess based on the response. 
Regards,
[redacted]

We would like to thank the customer for their business and apologize for this unfortunate experience they have had.  This order was placed on December 3,2015 at 10:13AM, the customer called our customer service department December 3,2015 at 5:21PM to cancel the order.  The representative...

the customer spoke to informed the customer we could not guarantee the order would be canceled since it was already transmitted to the warehouse to be processed for shipping.  The representative did inform the customer we would waive the $6.95 restock fee when the item was returned which was missed upon return of this item.  We have requested we credit the customer back the $6.95 restock fee.  Please allow 2-3 business days for this request to be processed and we would also like to inform the customer it can take an additional 2-10 business days for the credit to post on there statement.  Again we are very sorry that the customer was charged the restocking fee in the first place and hope to be able to work with the customer again in the future.

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 tracking I received is from [redacted] 9505 [redacted]I am also including a email I received from [redacted] boot saying they paid itback to shoe buy, now shoe buy is holding my money.>
Regards,
[redacted]

(1) There was no confusion regarding the refund. You received the item at 10:16 AM, one hour and sixteen minutes into your business day. If you want to discard that remaining day so be it. If you closed your office to observe Martin Luther King Day, great ! I don't need you to tell me that weekends are not considered business days. According to your explanation the 5th business day would have been Jan 20th. So when I contacted Shoebuy on 01/19/2016 @ 5PM and was unable to get a refund applied to my [redacted] account that was 4 full business days and within your return policy as follows: Refunds are applied via the original payment method within 5 business days of receipt at our warehouse. (2) After reviewing your reply, I contacted [redacted] and they stated that my dispute filed on 1/19/2015 after speaking with you was a dispute not a claim and that you were notified to respond within ten days. [redacted] as of yesterday has not received any communication from you and would have accepted any refund from you as it would have resolved the dispute. (3) It would have been outstanding if your reply to the original complaint was something like, Dear Customer, sorry for the delay in your refund and not being able to give you a reasonable date when you called on 1/19. Your refund will be processed within the next 48 hrs.

We sincerely apologize for any disappointment the customer has experienced with our return policy. We offer free exchanges and free shipping but any returns incur a $6.95 restocking fee. I can see that a Manager spoke to this customer and made a one-time exception to waive 10 of the restocking...

fees out of the 66 items orders. This has already been processed for the customer. Unfortunately we are not able to alter our return policy and waive all of the restocking fees. We are also sorry to hear that the customer was disappointed in our customer service. We have pulled those calls and could not find any record of a representative saying the things that the customer has claimed. Again, we sincerely apologize that the customer was not satisfied with our return policy or our customer service.

We would
like to thank the customer for contacting us and apologize for any confusion over
charging. When a
customer hits the “place order” button, we verify that the credit card account
is valid and that sufficient funds are available to cover the transaction's
cost. At this step, the funds...

are "held" and deducted from the credit
limit (or bank balance, in the case of a debit card) but are not yet
transferred to Shoebuy until the item ships. On Dec 11th,
It looks like the credit card information was not entered entirely correctly so
the order did not go through. In this case, the “hold” on the card is usually
dropped by the bank within 2-3 business days. On Dec 12th,
the system shows that the customer attempted the order again with a different
discount code and had the same problem. By this
time, we expect that the customer’s bank will have released the hold on the
funds. If this is not the case, we would be happy to fax her bank to confirm
that we are not charging her.

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]. Please add your rejection comments below. 
I also contacted [redacted]s office at [redacted] which owns ShoeBuy.  It is clear they are not interested in correcting the QA issues they have when I told his assistant I would post an unfavorable review with her phone number her response was "you do that!" Then she hung up.  So I did; maybe if the home office gets enough complaints they'll take an interest to figure out and fix the problems.  I accept the refund but still want Revdex.com to explain how so many similar and repeat complaints averaging 10 per month in 12 months keeps this company an A+ rating.  I won't shop there anymore.  And I appreciate the time to look into this matter by all parties. 
Regards,
[redacted]

Apologize to customer for any inconvenience. We do have brands that do take 1-5 business days to process before they are shipped by the shipping method that the customer has chosen. This order is scheduled to be delivered tomorrow, 12/22/17. If the customer was worried about shipping time, she could...

have read the shipping and processing times on our website where it clearly states our processing times. If customer no longer needs the shoes, she may return them back to us once received. We will need to charge a restocking fee for the return as also outlines on our website. We apologize again for the inconvenience.

We are very sorry to know this customer will no longer shop with us.  Our policy was put in place to help business going forward however we do understand it does not work for all customers.  We also would like this customer to know we value him as a customer and hope he will continue to work with us in the future and would love to extend a 30% discount to the customers next order.