Shoes.com

We would like to thank this customer for shopping with us and apologize they received the incorrect item.  Order [redacted] was credited back to the customer on 5/25/2017 in the amount of $69.97.  If the customer does not see this on their statement yet we ask they please allow up to 10...

business days for the credit to post.  Order [redacted] per [redacted] one item was delivered on 5/31/2017 and the second item is expected to be delivered on 6/2/2017.

We would like to thank this customer for shopping with us and apologize for the delay in receiving the second item on their order.  Per [redacted] tracking # this item was delivered on Monday March 13, 2017 at 11:30 AM and was left at front door.  Again we are very sorry for the delay and hope to...

work with this customer again in the future.

We apologize to the customer for the poor service received and for the overall inconvenience experienced. I do see that the customer called yesterday and spoke to a supervisor who is going to refund the customer for this order. Customer can expect to see this refund posted on her method of payment...

in the next 3-5 business days. We apologize again for the inconvenience.

Again we do apologize for this frustrating experience.  Unfortunately we are unable to locate the phone call the customer made to our office on August 25, 2016 so we cannot determine if the customer ordered the wide or extra wide shoes.  Due to this we will credit the customer back the total 71.96 for order number [redacted].  We are unable to accept the other shoes back (order# [redacted]) due to being past the 60 day return period.

We sincerely apologize for the frustration the customer has experienced due to this situation. It looks like the customer has called and emailed after filing this complaint and we have explained the order cancellation. This order was automatically cancelled by our system due to too many credit...

card attempts back in November of 2015. We are not sure why this happened, but the customer is welcome to place a new order at any time. We will still honor the 25% discount that she received for any participating brands Again, we apologize that the order was cancelled and we are sure this problem would not occur again if the customer made a new order.

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. 
[If you are rejecting the business's response please enter your rejection comments here.]I have photos that show that the shoes have not been worn.  The shoes are in the same condition that they were when they arrived to me the first time.  They actually offered to take back the shoes for $20!  I am very upset about this.   
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 boots are defective. I did wear the boots two days before they caused my right ankle to get an abrasion. causing me to limp. My job requires me to walk about 6 miles a day. After two miles, I was limping. The boots are defective, and caused an abrasion on my right ankle. Shoebuy said I wore the boots, thus I cannot get my money back. I wore the boots and found out they are defective! Would you accept an item that was defective? If you go by Shoebuy's logic, you could not return anything, if anyone found anything that was defective after receiving it. I discovered those boots hurt my ankle causing me to limp. Would you want to wear boots that caused you pain and could not walk normally? I’d lose my job if I started to return late each day, because of those boots. I’ve worn [redacted] boots since 2003 and never had one problem with them, before the boots Shoebuy sent me. Regards,[redacted]

We would like to thank the customer for considering shopping with ShoeBuy. After researching this issue, the item that the customer would like to purchase, (The [redacted] Bailey Button in Navy), does in fact cost $129.95. Different colors come in different prices but the Navy ones are being sold...

for the price that the customer has stated. Unfortunately we only have those in stock in the size 7,8,9, and 10. If the customer attempted to add a size 6 to her cart, it may have showed the default price of $164.95 and asked her to choose a new color and size. We sincerely apologize that we do not have the item the customer requested in stock. If the customer would like to purchase another item that we do have in stock, the price will be as listed on our website.

We understand the customers frustration as she does not want to keep the boots however we are unable to accept them back back.We are sorry the customer did not notice the color description said extended leather however this customer did receive the boots she placed the order for.  The shoes also show wear and we are unable to accept shoes back that have been worn.Our decision to not accept the return was made carefully and in accordance with our policies (reference: http://www.shoebuy.com/info/returns).

We would like to apologize to this customer for the surely frustrating experience she has had with us. With regard to our return policy, exchanges are free no matter what payment method is used. We regret that this customer was misinformed by our representative. According to our records the manager...

of the customer service department connected with this customer on 8/29/15 and informed her that this order will not be subject to any restocking fees. Again, we do apologize for the inconvenience caused by this unfortunate experience and hope that this customer will consider shopping with us again in the future.

We issued a refund for the shoes in question on 1/8/18 to the [redacted] account ending in [redacted].

I RETURNED MY SIZE 9 BOOTS AND ASKED THE COMPANY TO EXCHANGE THE BOOTS FOR A SIZE 10, THEY REFUNDED ME AND THEY DEDUCTED $6.95 FROM THE REFUND, I DID NOT WANT A REFUND, I ONLY WANTED AN EXCHANGE FOR A SIZE 10... I EVEN INCLUDED A PAPER INSIDE THE RETURN TELLING THEM THIS IS AN EXCHANGE.  I WOULD LIKE THE SIZE 10 SHIPPED TO ME, I SHOULD NOT LOOSE $6.95 AFTER ALL THE TIME I WASTED TO GET THIS OLD ISSUE RESOLVED....

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. 
[If you are rejecting the business's response please enter your rejection comments here.] I understand what you are saying now but it is still deceptive. It should be stated that you can't get it or no option given of next day air for $20.00 when you place the order. If it is due to timing or weekend or holiday it has to be told to the consumer that the item won't ship for many days so that a consumer or I won't pay all this money expecting to get it next day. I could of just got free shipping and would have gotten the shoes close to same time. I am sorry to say that I will not purchase from you again. I will receive these shoes and that is it. Sorry, I don't trust you and will be weary of other sites online as well. Thank you, that is all I have to say
Regards,
[redacted]

We want to thank the customer for shopping with us.  The customer placed this order on 12/20/16, the customer contacted our customer service office on 12/21/16 at which time we told the customer we would try to cancel the order but could not guarantee the cancellation.  This order was not...

able to be canceled due to it was shipped out on 12/21/16 and sent to the customer Next Day Air.  Per [redacted] tracking # [redacted] this was delivered to the customer on 12/22/16.  If the customer would like to return the item we would be happy to provide a prepaid [redacted] return label and once the item is received back we would credit the customer back in full.

We would like to apologize to the customer for any
inconvenience caused by this mistake on our website. At this time it looks like we have corrected our website to reflect
that this item does not contain any [redacted]. We have also started the return
process for this customer and will be issuing a...

full refund. If the customer would still like to receive a pair of shoes,
he will need to place a new order. We will still honor any discounts he initially
received.

This is why I am rejecting your response 1) A new order would require me to pay a higher price then what I originally paid before you cancelled my order2) You had the shoes appear in stock for a period of time (>30 days) after I placed the original order before they suddenly went out of stock and my original order was cancelled.3) A few days after that the item in question was shown as suddenly being back in stock and it appears so right now.4) A good remedy may be that you give me a one time coupon code that ensures that I am able to purchase the product at my original transaction price and you ensure that it is shipped to me in a timely fashion.Frankly I don't understand why you did not ship the item in question for the one month that it was in stock after my original order.Kind 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].  
 
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 did place the order on Dec. 11th. However I ordered a size 9 not a size 12. And I was never emailed a confirmation of my order. Also the item was NOT shipped yet. I have the print out from [redacted] showing the date and time, where the item had not been shipped, only a shipping label had been created. I was advised by [redacted] they could hold the shipment and return to sender immediately, all that needed to transpire was for Shoe buys shipping department to call and intercept the package. They could have done this and sent out the correct size in the mean time. The representative on the phone said they would not. The only email response I received from Shoeby was the one informing that my order was ready for shipment and it showed a size 12, which is why I called immediately to correct the error. I do not accept this resolution, I will not pay a restocking fee for a returned item that I did not want shipped out to me in the first place. I am requesting a full refund minus the restocking fee! I have the email sent to me by Shoeby with the shipment details, I also have the print out from [redacted] as I stated with date and time showing this item had not yet shipped when I called Shoeby. I will send this if it is needed for further investigation. Honestly I haven't experienced such poor customer service and satisfaction in a very long time.
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 do not accept Shoebuy.com's response to my claim.  The complaint was that they did not return/exchange the shoes I purchased due to them being worn and dirty.  I did not wear the shoes, and they are not dirty.  I have the shoes in my possession since the business returned them to me.  They took pictures of the white soled shoes that I returned and magnified them by more than 100%.  I tried the shoes on inside my home.  It is also possible that many others have tried them on in their homes, also.  The shoes were sent to me directly from Shoebuy.com, not the manufacturer as they tried to state in previous conversations.  The white soled shoes have added traction rubber that is glued to the sole of the shoe by the manufacturer.  This is the area that Shoebuy.com is using to say that the shoe is dirty.  I did explain this to them, however they chose to disregard my argument.  This area does appear to be a different color white than the other part of the sole, and due to the way it is glued on, it appears to be dirty in the picture due to the surrounding darkness.  I am not stating that the white sole of the shoe is spotless when magnified in the picture, however it does not appear worn at all. You can see a small amount of dirt from trying the shoes on.  Shoe buy.com's argument is that the shoe appears dirty and worn and would not be able to be resold.  Another part of my argument is that they have based the dirty, worn appearance on the pictures that were taken of the additional traction part of the shoe that I have explained appears different.  If you examine the sole of the shoe, you can see that the other parts do not appear worn or dirty. Once again, I would like to point out that this is a white soled shoe. If it were worn, it would be easy to determine without a magnified picture.  I would still like my money back from the retailer.   
Regards,
[redacted]

We are very sorry to see that the customer has rejected our response. Unfortunately, we cannot refund the money again as the credit has been issued.  I have provided, in my initial response, the authorization number which this customer should be able to use with the bank associated with the [redacted] card used to verify the refund.

We apologize for this customers frustrating experience.  When an item is not accepted back we take multiple pictures to document why they return was not accepted.  We have reviewed this customers images and conclude the shoes were worn and cannot accept them back.  We have credited...

the customer $20 since we cannot accept the shoes back.  This credit was done on 5/17/2017.