Shoes.com

We would like to thank this customer for their purchases
with us and for reaching out to us regarding this issue. We are very sorry to hear that the customer is disappointed
in our 60 day return policy. We are not usually able to accept items back after
60 days. The 5 orders that the customer has...

mentioned were all
ordered before April 21st, 2015. This means that when the customer
called us on November 1st, 2015 and spoke to a supervisor, all
orders were over 6 months old. Unfortunately this was also past the time when
we would be able to make any exceptions. We acknowledge the customers complaint about only receiving one
label per order and are happy to inform the customer that this is no longer the
case. As of August 1st, 2015 we offer a return label for each item
so that our customers can return and exchange things more easily. Again, we sincerely apologize that we are not able to make
an exception and accept any of the 20 shoes the customer has mentioned as each
of those items was ordered over 6 months ago. We do hope the customer will take
a look at our new and easier return policy and continue to shop with 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].
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].  
I contacted the company twice no one ever apologized to me.  This company never offered me any assistance in recovering my package.  I don't know how the incorrect address was put in.  It was the city and the zip-code that were wrong.  The street address and my name were correct.  They could have sent a return label or a correct label to the incorrect address and assisted me in recovering my package.  They never suggested that I pursue this on my own and try to make contact on my own.  They just said there is nothing we can do and never returned my call to tell me they weren't going to assist me.  Basically I was ignored.  They offer a shipping guarantee, which implies if there is a problem they will assist you.  No one ever offered any assistance.  They are just fine charging me for no services and offer no assistance.  I will guarantee never to purchase from this company again and never recommend this site to anyone.  I also want my purchase or my money back.  
Regards,
[redacted]

We are committed to providing our customers with a hassle free shopping experience, and we are sorry to hear of this experience. Mr. and Mrs. [redacted] were assisted by one of the supervisors of the customer service department yesterday evening. No ShoeFan account had ever been set up with this...

email address. After Mrs. [redacted] signs up for a ShoeFan Rewards account we will be happy to add the points from her orders to this account. Additionally the $6.57 price match refund they discussed was issued today.

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 didn't tell them the shoes were received with out a box because I thought it was shipped that way on purpose to save shipping costs. When I initially called to ask about my credit, I told the person on the phone that they were received with out a box; two pair of shoes in one box with no shoe boxes. It did not appear that the box had been opened or repackaged. The person said it would be reviewed but was unclear that it was only to check pictures that were taken at their facility.I also emailed the customer service email address to ask what is the process if I receive shoes with out a box and I received no response.The manager called me back while I was at work which I specifically ask to NOT be called back. I wasn't able to talk and I believe I said "whatever" when he offered the 20 off for sending the shoes with no box. To me, they are acknowledging the shoes were sent with out boxes but telling me I have to send them back in a non-existent box. I have no way of knowing what happened at the shipping facility and I asked for pictures that the shoes were shipped to me in a box but none were provided.I would also like to mention that I purchased 3 pair of shoes. Two I tried to exchange. One pair that was successfully exchanged was sent to me with a box. Why would I send back one pair with a box and one pair with out a box? I would have gladly sent the shoes back had I received a box.I have rejected the returned shipment and it is expected to be returned to their facility around January 11, 2017. I still expect a full refund for the shoes I have returned.]
Regards,
[redacted]

We sincerely apologize for any inconvenience the customer has experienced with this order. At this time, the [redacted] tracking number that we have for the order confirms delivery to the freight forwarder at:   [redacted]...

[redacted]
  The [redacted] tracking number is [redacted] and the delivery states:   Delivered On: Wednesday,  12/02/2015 at 6:55 P.M. Left At: Dock Signed By: [redacted] Unfortunately we are not able to investigate this any further. They customer has claimed that [redacted] has confirmed the package was lost as so we recommend continuing to pursue that through [redacted] as there is nothing more we can do on our end.

We would like to thank this customer for shopping with us.  We see this customer has already received a full credit on March 15, 2017 in the amount of $104.96. We do apologize for any confusion the customer had with our return policy.  Per the instructions on our website found at...

http://www.shoebuy.com/info/returns:Once You Receive Your Shipping Label:Repackage unworn items exactly how you received them — shoe boxes, bags, tags, and allPlace everything in your shipping box and tape your new shipping label over the original oneTake your sealed box to any [redacted] location or drop-off box

We would like to thank this customer for shopping with us and apologize we are not able to accept the boots back.  Our policy states shoes must be in new condition to be accepted back, this policy can be found at [redacted].When an item is not accepted back our...

warehouse takes multiple pictures of the item to document the reason the item was not accepted.  This customers item was not accepted back due to dirt on the soles and dirt and scratches on the boots.  We have attached two of these pictures to this reply and will supply more if needed.  Again we are sorry we could not accept the item back however as you can see in the pictures these boots are no longer in new condition.

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].  
[Now comes another excuse as to why they can't ship the product and making the customer wait longer. Due to their incompetence as a company to satisfy the consumer they can CANCEL the order and refund my money. I'll check my bank account later today and if it hasn't been returned I will have my bank take the funds back. I will also, let everyone I know to never do business with this company due to lack of customer service and not fulfilling a ordinary purchase. It has been a week now where I should of had the product to make my girlfriend happy but look like a jerk. Now I have to go find the shoes else where and wait longer. Thank you so much for not helping.]
Regards,
[redacted]

Please apologize to customer for any confusion and poor service received. Customer placed her order at 4:05PM EST on Friday, 9/8/17, which was past the cut off time for same day shipping. The order has processed and will be shipping today by UPS next day air for delivery tomorrow, 9/12/17. The UPS...

tracking number for the shipment is [redacted]. Please allow 24 hours for the tracking information to update on the [redacted] website. There was also a weekend in between processing and we do not process orders on Saturdays, Sundays, and holidays.

We would like to thank the customer for their business and we can certainly appreciate that this is a frustrating experience for them as they do not wish to keep the sandals.  We have reviewed the customer’s order and included pictures which show the sandals have been worn.  In the...

pictures there are scuff marks and dirt on the soles.  The other picture shoes the tops are dirty and signs of them being worn.  We would be unable to resell them as new to another customer and so they are indeed ineligible for return per our policy which can be found at http://www.shoebuy.com/info/returns. We have also sent all pictures to the customers email address provided on the order.  We understand this was not the resolution the customer was seeking.  However, our decision to not accept the return was made carefully and in accordance with our policies which we must adhere to.  We want to be sure that this customer and all fellow customers have the best possible shopping experience and that we delight all with every purchase, and our policies have been structured to help ensure this is the case.

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 re-open a complaint if no refund is received within the timeframe indicated.I would also like to note that the delivery issue was likely not caused by Shoebuy, but by [redacted] (the actual manufacturer); as upon doing some research into this brand it seems to be a common problem. Another pair (by the same mfgr) recently ordered came in a heavily damaged box (but thankfully the shoes themselves were OK).Regards,[redacted]

We apologize to the customer for any inconvenience experienced. We will be refunding this order in lieu of the tracer outcome with [redacted]. They tried to contact the customer but were never able to speak with him regarding the lost package. Customer can expect refund to be posted on his Paypal account...

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].
 You sent me 2 labels with the same order # on them.  I still need a return label with order # [redacted] on it for the second pair of shoes to return them.  
Regards,
[redacted]

We would like to thank this
customer for shopping with us and we appreciate their feedback about the return
policy.  We would like to assure this customer that no where on our website does it say "free returns". Our policy now focuses on free
exchanges because we’re certain we can find the...

right match for our customers –
whether that’s a different size, color or completely different item altogether.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 was announced and listed under
the Returns section of our Help page. As we
understand that for some customers, this option might not be a fit for them,
we’ve also worked to make returns as easy as possible – though if no item is
being exchanged then there would be restocking fee. In accordance with our guidelines we are unable to waive
any restocking fees. 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.

I am puzzled as to why a big company like yours would want to take this stand with me given that it's only about 7 dollars for you which will completely lose me as a customer.I will add my comments to the Revdex.com website about shoebuy

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 asked Shoebuy for an exemption to their policy for two major reasons:My health - I  have been dealing with bladder cancer, hydronephrorsis, and an operation on my ureters,  which caused the loss in function of one kidney and the reduction of function in my second kidney, followed by a medical condition (chronic pyloric valve swelling) causing the inability to hold down food.  I was extremely ill and had an intense loss of energy. I left the house for 1 of two reasons - hospital or doctors’ visit. I could not drive.I was told by Shoebuy that I had to wait for all items to come in before I could ship things back. My extremely weakening state did not allow me to deal with the entire orders returns by the time the additional pairs of shoes arrived. I may have been able to return a portion of the shoes if they would have allowed for me to ship the shoes back in a piece meal fashion  I did pack shoes for return in boxes that they came in.Due to the extreme nature of my circumstances, I am requesting a waiver of the 2 month normal return policy. 
Regards,
[redacted]

We are sorry to hear that the customer has rejected our response. Regardless, the investigation has been initiated and we will email the customer once we have the results.

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 customer service representative specifically told me when I called in to inquire about the "Restocking Fee" that she saw the email request to cancel but the order was processed anyway.  I HAVE NO REASON TO LIE!!!!   It is a blatant "Bait & Switch,"  a rip off and meant to overcharge the consumer for an imaginary service.  How much do you need to pay someone to put a box of shoes, WHEN THE BOX WAS NEVER EVEN OPENED, back on the shelf?   Shoebuy should not be allowed to do business in Connecticut!  I want a full refund of the scam "restocking fee."   If necessary, I will take this to the next level - Connecticut Department of Consumer Protection.  I am attorney and I know what my rights are.
Regards,
[redacted]

We would like to thank this customer for shopping with us and apologize for this confusing situations.  The label the customer is seeing was put on by the manufacture of this item in response to California's Proposition 65.  Per the cancer association website Proposition 65 are labels...

warning that a product contains compounds that may cause cancer, birth defects, or reproductive harm are now required on many household items sold in California. But people all over the country see them because many companies put the labels on all items that contain these compounds, even if they’re to be sold in other states. The warning labels can be found on many kinds of products, such as electrical wires, jewelry, padlocks, dishes, flashlights, and pesticides, to name just a few  The customer can do an online search of Proposition 65 for further information.We have already credited the customer back in full and told the customer she could keep the item.  We also have offered the customer 30% off her next order.  Again we are sorry and want the customer to know we in no way are trying to mislead customers.