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]

Please apologize to customer for any inconvenience related to this very rare and unexpected occurrence. There appears to have been an issue with the UPC codes provided by the supplier and this is the reason why the customer keeps receiving the incorrect shoes. We are working with the supplier on...

this issue and have since pulled the shoes from the website so no else can order them. The customer can use the return labels provided to return the incorrect shoes as we do not have a way to change what the customer received in the return e-mail that is provided once the return label is requested.

Apologize to customer for any inconvenience. We will be issuing a refund shortly for the missing pair of [redacted] shoes. Customer can expect to be receiving this refund on her [redacted] account in the next 3-5 business days.

We would like to thank this customer for their business and we are very sorry the shipping address was incorrect.  This customer placed the order themselves and used [redacted] as their payment method.  The address the package was sent to was entered by the customer either on our website or on...

[redacted] website.  We opened a tracer with [redacted] who verified the package was delivered to the address the customer provided.  We have agreed to credit the customer back the total for this order of $26.36 since the customer is unable to retrieve the package from the address.  Please allow 2-3 business days for this credit to be processed and allow up to 10 business days for the credit to show on your original payment method statement.We do value this customers business and hope this helps.  If the customer would still like the item we would be happy tho assist the customer in placing a new order and making sure it is shipped to the correct address.

We would like to apologize to this customer for still receiving emails.  We were experiencing technical difficulties which have been resolved.  We ask the customerallow another 7 - 10 business days for all emails to stop.

We thank the customer for reaching out to us and we are happy to look into this order. On November 2nd we received and refunded all 5 shoes minus the $6.95 restocking fee for each shoe. Our warehouse found no difference in what the customer ordered and what the customer returned to us. However, on November 13th, Manager [redacted] did refund one restocking fee as a courtesy to the customer. Manager [redacted] also sent an email on the 13th to confirm to the customer that we were refunding the restocking fee despite not finding a fault with the shoe. Because this refund was only issued on the 13th, it may not be showing in the customer’s bank account yet. Depending on which bank the customer uses, we recommend allowing 5 full business days for the refund to be cleared and show up in his account. We very much appreciate this customers business and thank him for choosing ShoeBuy again.

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. 
We will have to agree to disagree. Clearly Shoebuy is not understanding, or just not caring, that my specific order is unique in the fact that I just placed it recently after they changed their return policy. Their old free return shipping return policy had been in affect for many years with no changes until just recently. I have been a long-time customer of Shoebuy and was never notified of their recent change to the return policy. I feel my request to return this order without the restocking fee charges was very fair and reasonable. They have taken a clear position not to do any exceptions here and will charge the the restocking fees. I will continue this complaint as unresolved and will document the dis-satisfaction with the Revdex.com. I will also be filing additional complaints with the appropriate agencies for what I feel is deceptive businesses practices. 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. 
[The business states they do not have record of our conversations.  The original order was placed by phone on December 7th 2015.  I called from my home phone number [redacted].  The approximate date that I tried to initiate the return/exchange was December 29th, 2015.]
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. I also will decide to keep the boots so no need to send a return label. 
Regards,
[redacted]

We would like to sincerely apologize to the customer for any confusion regarding our return policy. Our policy does state “Items should be unworn and include all original tags”. However, after looking over this case, we should be able to accept this item back for a return as a...

one-time exception courtesy. The other rules of our return policy still apply. The return will be rejected if the shoes show signs of wear or do not include the original shoebox. If the customer would like to process an exchange, we recommend emailing [email protected] for help setting up the exchange. Otherwise the return will be processed as a full refund minus our $6.95 restocking fee.  We have sent a return label to the email address on the customer’s order so that the customer can send this item back to us. We hope this resolves the issue and thank the customer for reaching out to ShoeBuy.

We would like to thank the customer for shopping with us and are very sorry the wrong item was shipped to this customer.  We try to make sure every order sent is correct however technical or human errors do happen occasionally.  When a customer does not receive an item our policy is to...

start an investigation which can take up to 10 business days to complete.  During this investigation we contacting the shipping company and also the warehouse the item is shipped from and try to understand where the error occurred.We do apologize for the delay in the investigation and when the customer contacted our customer service department after the 10 business days had passed the representatives the customer spoke to should of forwarded this order to a supervisor.  This unfortunately was not done and this situation will be used to train all employees so we can make sure a situation like this does not happen in the future.We have requested our billing department credit this customer back the total of $71.05 to their original payment method.  Please allow 2-3 days for this request to be processed and also be advised it can take up to 10 business days for the credit to appear on the customers statement.

We are very sorry for this unusual circumstance.   These orders were all for the [redacted] Ansley which was experiencing a product issue that day. An error on our website showed the item to be listed with incorrect information and many orders had to be cancelled that day.   This customer...

should have received an automatic email at the time of cancellation and we apologize if the customer did not receive that.  We have checked our system and we have no record of receiving any calls or emails from this customer. We would like to assure the customer that we never intentionally ignore our customers and would have responded to his inquiry had we received it.   Again, we would like to reassure the customer that he does not need to do anything differently to place orders in the future and that this was an extremely rare case.   This item is still available on our website and we invite him to replace his order with the correct information.

We apologize again for the inconvenience. Customer must continue contacting [redacted] regarding this issue if she feels like shoes are returnable.

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. They are saying that this item did not qualify for the discount but when I had that item in my cart the day of the purchase it had the discount applied to it. I completely understand what they are saying but they are wrong. If I would have ordered the black ones, then they would be correct because those were not on discount. The color I bought were! It showed the 20% being taken off of those for a price around $151. Don't they record all of their calls or keep record of their past sales? I know I am right in what I am saying.
Regards,
[redacted]

We are sorry to hear that [redacted] does not find our response acceptable. We want to assure her that our decision to waive one of her restocking fees was made carefully and in accordance with our corporate guidelines. The policy change was announced on our site two weeks in advance, and can be easily accessed on the return section of our help page. We appreciate her candor about the return policy and will share her feedback with senior leadership.

We are sorry the customer was not aware of our restocking policy.  Our policy is available on our website at [redacted].  Also all emails about an order has a link to our policy and when the customer placed the order they had to agree to our policy.

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. 
With the technology that we have today I do not buy that excuse..  Look at the request for cancel and the shipping and billing date againYou can see  they had more than ample time to cancel.   I can not believe that to cancel one order would cause that much trouble.   We do live in the 21st century not the 19th.Instead of making all the excuses do the right thing for once.  I am going to call [redacted] and [redacted] about this order
Regards,
[redacted]

Again, we sincerely apologize that the customer felt misled
by our return policy. We do list the policy clearly on our returns page which
has been up since July of 2015. We have just checked on this customers account and she is
being refund for the restocking fees on all three items for order [redacted]
because she has made an exchange order within our return policy guidelines. As our website states, exchanges are 100% free so the
customer will receive free shipping and a full refund on these three items. We would like to thank the customer again for her feedback
regarding our return policy.

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 didn't "return" the items, I rejected the shipment due to fraudulent business practices. I should not be charged a $6.95 return fee at all as I never opened the package or shoe boxes. Regards,
[redacted]

Per [redacted] tracking # [redacted] this customers item was delivered on 9/15/16 at 2:34PM and left at front door.  This customer contacted our customer service department on 9/19/16 at 12:48PM and notified us she did not receive her item.  At that time the representative informed...

the customer we would contact [redacted] and start an investigation into the missing package.  The investigation was opened by [redacted] on 9/21/16 at 2:44PM and this information can be verified by going to [redacted] and looking up the tracking number.  We have told the customer we must allow [redacted] 10 business days to look into this missing package claim.  We should have the results of the investigation by 10/5/16 (10 business days from when the claim was opened).