Shoes.com

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 only reason I "exchanged" items is because I refuse to lose $6.95 per item for three items.  Customer service told me there was no way they could waive the fee.  I searched the website to find the cheapest items that I could possibly use so I wouldn't throw $21 down the drain.  I am requesting that Shoebuy.com either eliminate their policy of charging a $6.95 restocking fee or prominently put this information on their website so customers like me do not erroneously order merchandise oblivious to the potential restocking fee.  Because the use of a restocking fee is abnormal for shoe/clothing retailers, it is deceptive for Shoebuy to not inform customers of this policy.  It does not matter if they advertised this information in July -- shoppers using the website now are oblivious to this new, bizarre, costly policy.  Other customers have contacted the FTC, and others are awaiting a class action lawsuit.  It seems deceptive.  I am not the only one who feels this way.Please take a look at Shoebuy.com's [redacted] page, there are a ton of other customers like me posting that they too have been burned by this new policy.  Look under Vistor's Posts.
Regards,
[redacted]

Please apologize to the customer for any confusion regarding our return policy. Our restocking fee is very clearly stated on the website under "Returns". We will be waiving both restocking fees for this return as a onetime exception. The customer will be refunded the full amount paid for the shoes...

on her [redacted] account once the warehouse processes the return.

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 want to reopen my complaint.  The issues I still have are:  (1) I received one return label.  There are 2 pairs of shoes to return.  Please send me 2 return shipping labels.  The first pair has [redacted] as the order number.  The second pair has [redacted] as order #.  (2) Please  confirm I will not be chargeda restock fee since Shoes.com sent me the wrong shoes twice.Finally......The following is an additional request.Please send me one pair of the shoes I ordered origionally.  I still want them.
Regards,
[redacted]

For orders that are delivered to a U.S. address, we offer free return shipping via our [redacted] return label.   If the customer takes the product outside of the United States, we can only give our warehouse address and the customer is welcome to send.   If the customer chooses to ship the product back to us for a refund, our address is:   Shoebuy.com ATTN: Returns/Order # [redacted]. USA   The customer placed this order on November 21st, 2015 so they have until around February 21st to get the item back to us.

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 just wanted to report/add that [redacted] notified Shoebuy on March 5th that Shoebuy only refunded $60.00 And now two days later Shoebuy continues to lie about the refund2:27 pm
Regards,
[redacted]

We would like to thank the customer for shopping with us and are very sorry for the confusion we had on this order.  We do apologize that her order reverted back to her old address when placed.  We would ask the customer delete all addresses in her membership and then enter in a new...

address so this would not happen in the future.  We also took a look at the customers order and once the customer did contact us a representative changed the address on her order however the order was already sent to the warehouse and they were never notified of the change and this is the reason the order was delivered to the incorrect address.  We have requested to credit the customer back in full ($69.97), this will be processed in 3-5 business days and ask the customer please allow up to 10 additional business days fro the credit to appear on their statement.  Again we apologize for this frustrating experience and would like to assure the customer we have reviewed her order with all representatives in our customer service department so we can make sure this does not happen again.

We would like to apologize to this customer for this frustrating experience.  When an order is placed through [redacted] we do not have access to a customers billing information.  We received this item back and notified [redacted] to credit the customer back $75.38.  There is no record that a...

restocking fee was charged.  If this customer is seeing a charge of $6.95 this was on [redacted]'s side and they will need to contact [redacted] to investigate further.

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 4 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 [redacted]. I don't understand how shoebuy could say I verified I received the items when just the opposite was the case. I will never purchase from shoebuy again, I never received my shoes and still 4 months later have not gotten a refund from shoebuy! This is unacceptable!!!!
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]

This customer’s rebate was denied because they have received the rebate in the past. As stated in the terms and conditions of the rebate offer, it is limited to one per household.  Included is a copy of the full Terms & conditions. Terms & Conditions: Customers must meet all...

requirements listed in these Terms & Conditions to be eligible for a refund. Please review carefully. You may request a refund for the stated value of the magazine within thirty days of your purchase over $25----minimum purchase of $25 required after any promotional discounts/ coupons are applied. Any applicable shipping and handling charges or taxes do not count towards $25----by sending this form to Shoebuy.com Magazine Offer [redacted], CT [redacted]. Be sure to include a copy of your order confirmation page as proof of your purchase. Make copies of all rebate submission materials for your records. Original submissions will not be returned. Any disputed claim will require photocopy substantiation. Failure to submit any of the required items will result in an invalid submission. Limit one per household. Please allow a minimum of 90 days for processing. Offer available to customers within the 50 United States and the District of Columbia. Request for this offer must be postmarked within 30 days of purchase. No liability is assumed for lost, late, damaged, misdirected, or postage-due mail or requests that fail to be properly delivered to the address stated on this rebate form for any reason. Illegible or incomplete requests will not be honored. Void where prohibited or restricted. Offer maybe withdrawn without notice. I certify that the information I am submitting herewith is honest and accurate and, furthermore, that this rebate request is made wholly without fraud or attempt to deceive as it is made in keeping with the spirit of a legitimate offer and purchase. I understand that I will not be notified if my submission is determined ineligible.

Customer satisfaction is extremely important to us, and we want to make this right for Ms. [redacted]. According to our records, for order #94717602 placed on 4/24/15 we authorized a refund of $58.00 to Ms. [redacted]'s [redacted] ending in [redacted] on 5/6/15; for order #[redacted] placed on 5/6/15 we authorized cancellation of the pre-authorization charge of $58.00 to Ms. [redacted]'s [redacted] ending in [redacted] on 5/6/15; and for order #[redacted] placed on 5/19/15 we authorized a refund of $58.00 to Ms. [redacted]'s [redacted] ending in [redacted] on 5/22/15. Typically, it can take 2 - 10 business days (Monday through Friday, excluding holidays) for a refund to post to a customer's account after we have processed their refund. This is conditional on their financial institutions’ policies. We'd be happy to provide Ms. [redacted] with the credit authorization numbers, or fax these to her financial institution. Ms. [redacted]'s email address "jocb at verizon.net" was unsubscribed from ShoeBuy promotional emails on 5/22/15. It may take up to 10 business days for this to process, and we apologize for any inconvenience this may cause. We sincerely regret the poor experience Ms. [redacted] has had. This unfortunate situation will be used to teach our staff how to assist each and every customer with careful attention so that these rare circumstances are never repeated.

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 boots are damaged on the heel and both toes
IRegards,
[redacted]

We would like to thank this customer for shopping with us.  Per [redacted] tracking # [redacted] the customers order was delivered on 12/6/2016.  We understand this customers frustration when trying to get more information about their delivery.  This item was picked up by [redacted] on...

11/29 or 11/30 but [redacted] did not do the initial scan of the package to let us know its status.  This order shipped from California and the next time the item was to be scanned was when it  got to North Carolina on 12/5/2016.  The item was then delivered to the customer on 12/6/16.  If this customer still needs any assistance we ask the to contact our customer service department.

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 reason I am rejecting this response is because I have been jacked around and told multiple different things from multiple different people in the company.  Today on January 11th it is the 8th business day and I still do not have my money back from the company.  When I called Tuesday the 9th the customer service rep told me there was nothing else they could do for me and he wasn't sure what to tell me.  Very annoying!!!
Regards,
[redacted]

Please apologize to customer for any inconvenience experienced. Our warehouse has done a comprehensive review of the shoes returned on 7/14/17. The customer then called on 7/17/17 to check on the status of her refund. Our customer service representative advised the customer of what happened and the...

reason why the shoes were not able to be accepted. The representative then noted that we would process an image review here in our corporate offices for the shoes that were returned. It was found that the soles were very dirty and appeared to have gum stuck to them. On 7/21/17, our manager e-mailed the images of the shoes to the customer that our warehouse received. We are not able to accept back any items that have been worn as stated on our website. I have provided a link to the policy below for further reference. Due to the inconvenience, I will have $20.00 deducted from the order. Customer will see this credit posted on her [redacted] account in the next 1-2 business days.[redacted]

I am aware of the exchange policy. I do not wish to do an exchange.[redacted] and [redacted] do not have "restocking fees," and I think I am better off buying my shoes from those online vendors going forward. It is unfortunate that your unwillingness to waive the restocking fee will result in losing me as a customer. So much for valuing your customers.I have done business with many many online companies, and somehow they are always interested in doing what they can to maintain a good standing with a dissatisfied consumer. I think that anyone of you would be as angered as I was to wait 52 minutes on hold.I think that anyone of you would want to know with whom I was speaking in customer service who was rude.I can't tell you how disgusted I am.

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 website still show up have new in stock and I can still check out in 01/26, but they just not willing to fulfil the order. I have attached a screenshot to proof
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 address. I made several attempts to contact you. I was never offered the ability to update the shipping address for the return. Your customer service is unacceptable. I am not satisfied with your response. 
Regards,
[redacted]

We thank the customer for reaching out to us and are sorry to hear that his return was rejected. We have looked into the order and here is what we found. Customer called our customer service line on Mar 3rd, 10 days after receiving the shoes, to request a return stating that they were too small. We...

sent the customer a free shipping label and received the shoes and then processed the return on March 11th. During processing, the shoes were found to have signs and evidence of wear including dirty soles, dirt on the upper, and on the insoles inside of the shoe. Unfortunately, our policy states that we are unable to accept back worn merchandise so the item was returned to the customer.   When the customer called to contest this decision, we conducted a defect review. The pictures of the shoe that we took before sending them back to the customer were pulled and reviewed. The pictures confirm that the shoes are dirty with signs of wear and so we are still unable to accept the shoes back. If the customer had received the shoes in that state, we would have needed to know before the return was rejected. At this point, we are not able to verify that claim. We would like to reassure the customer that our decision to reject the return was made carefully and in full accordance with our policies. We sincerely apologize for any disappointment caused by this experience.

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. 
That is an absurd response. An ethical customer conscious company would as the following:*see full return policy on our Returns pageOR*returns subject to $6.95 restocking fee Not difficult to add. Based on the number of complaints on this site, your hidden fees are intended to be misleading. I'm sorry your business is doing so poorly that you have to purposely hide fees. ShoeBuy will only suffer from this.OR
Regards,
[redacted]