Shoes.com

We would like to thank this customer for shopping with us and we thank her for her feedback about the return policy.  On July 16th, 2015 our site was updated to show the new policy to make sure customers would know in advance. Our desktop homepage says “free shipping + free exchanges”...

and the entire policy is listed under the Returns section of our Help page.  The mobile site says "free shipping free exchanges see details >>" with a link to read the updated policy. The new policy went into effect on August 1, 2015, and all purchases made on August 1, 2015 or after are subject to our new return policy. We can appreciate that this customer is disappointed with our policy, and we do apologize for any inconvenience caused. When her return is received she will be credited for the cost of the item and charged the $6.95 restocking fee. We would be happy to apply her $30 ShoeFan Rewards certificate and immediately issue a refund of $30.00 to the original payment method used on her order. We hope this customer will find this resolution acceptable.

We would like to sincerely apologize for the customers disappointment with our return policy and thank them for their feedback. We can see that the order was placed for the wrong size and offered to process an exchange. The link that we sent the customer on [redacted] was to the size...

chart so that the customer could be sure of what size they needed. We're very sorry for that confusion and for not sending a link to the actual shoe so that the customer could reorder. We would be happy to send that link now.We do understand that the customer has already ordered their item on another website and would just like to be refunded. We have already issued a full refund minus the $6.95 restocking fee. While we do offer free exchanges, all returns are subject to a 6.95 restocking fee as of August 1st. This policy is listed under the "Returns" section of our "Help" page. If the customer does decide to place a new order or process an exchange we would be very happy to assist him with this and refund the restocking fee. We want to assure this customer that our decision to not waive the restocking fees on his order was made carefully and in accordance with our guidelines. We understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause.

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] [redacted]

We apologize to this customer for the delay in receiving there shipping credit.  We did process the credit back to them on 9/2/16 however due to a technical error the credit did not go through, however in our system it showed it did.  We continued to investigate the return credit and was...

able to correctly credit the customer back on 9/22/16 in the amount of $15.61, transaction ID [redacted].  This credit should of posted to the customers account by now, if for any reason they still do not see the credit we ask the customer to contact us immediately.

A knee-jerk form letter does absolutely nothing to resolve this situation. The only acceptable response is a one-time refund of the restocking fee.[redacted]

The belt came in a plain cardboard box with Shoebuy's return address on it.   The belt itself is still covered in a plastic sleeve.

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.  This is a continuation of the above complaint. This company is really hard to deal with and does not do what they say they are going to do. They advertise that they do free shipping and free exchanges. I finally received the two pair of shoes in the above complaint, but they were too large. I had to call three times to get them to send me a shipping label so they could exchange them. They finally sent it, and I wrote explicit explanations in each box, asking for the correct size, and for them to exchange them for that size. I also called to see if they were in stock and they said they were. Today I got three emails from them. The first stated that they did not have the shoes in stock (One pair-they didn't say which pair) and were refunding the money $69.97. This was the correct amount that I paid for them. Then I received another message stating that they had received the second pair and were refunding the money, less $6.95 restocking fee. I had asked for an exchange, not a refund. The third e mail stated that they did not have the shoes in stock, so were refunding the money. Did not say how much. I called and asked why they were charging me for a re stocking charge when they said they had the shoes in stock when I asked for the exchange. I was told that they now have the one pair in stock, so they are charging me a restocking charge because I did not reorder them. I asked for an exchange. This was not a reorder. Why did they charge me a restocking fee and say they were out of stock when they now tell me an hour later that they did have them in stock. They wanted me to reorder AGAIN and pay AGAIN. I told them I was not paying for them again, as I have not received any money from them as yet, and to please just refund the $6.95 restocking charge along with the refund for the shoes not exchanged. They refused. Said it is "Not their policy." That is their standard excuse. That they charge twice and mail once. I just want the restocking fee returned to my account along with the full refund for both pair of shoes, and I will never deal with them again. Can you convince them to do so? I am so tired of dealing with this company and just want my refund since they didn't send the shoes. I should not be charged a restocking fee when they don't have the shoes in stock, as they said in their email. Just because they got the shoes back in stock and didn't send them to me, they want to charge a restocking fee. I just don't understand. I just want the total $139.94 returned to me and I will never order any shoes or anything from them again. I live in a remote area so order many things online, but have never ever had problems like this. If a company makes a mistake, they own up to it and take care of it. Not Shoes.com. They owe me $139.94. They SAY they are refunding $132.99, and charging a restocking fee on one of the pairs of shoes, because they got them in an hour later. I told them to go ahead and send them to me and not charge a restocking fee, but keep the money for the shoes that I would be getting. They refused.  Regards,
[redacted]

Please apologize to customer for any inconvenience experienced. We will be issuing a refund for this order as a onetime exception and customer can either donate the shoes or have them disposed of. Customer will see refund on method of payment in the next 3-5 business days.

We apologize for any confusion regarding this order.   The notes in the order show that the customer received the wrong shoe and we are expecting the wrong shoe back from the customer. The system is set up to process an exchange for this customer for the correct pair of shoes as soon as we...

receive the wrong shoes back from the customer.     We have no record that we are charging a restocking fee for the erroneous order.   The return label will list the original correct pair of shoes which may be where the confusion is coming from.   The customer is advised to use that return label to send back the incorrect pair of shoes and we will process the exchange.   We apologize again for any difficult the customer has experienced with this order.

Our previous response still stands. If customer does not want the shoes, she may return them to back to us for a refund to method of payment.

Please apologize to customer again. My last response still stands for this issue. Package has been abandoned by [redacted] and there is nothing we can do to try have it retrieved.

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]

We are truly sorry to hear the customer was upset with there experience with ShoeBuy.  However we are happy the return was resolved and they received their return credit.

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. 
Attached is exactly and precisely what was on the Shoebuy.com website the day I purchased the item I returned following to the tee all instructions and steps outline in the policy.  Despite this Shoebuy extorted money from my [redacted] account without my consent, my authorization, or my permission.  As seen from hundreds of complaints filed with this Revdex.com and hundreds of reviews all dealing with the same issue, there is no doubt that the business model of this company is predatory.  I only wish I would have checked and trusted the myriad of complaints and reviews rather than the website promises of Shoebuy.com.
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]got my money back beware there is a restocking fee

We would like to thank this customer for shopping with us and apologize for the frustrating experience they have had.  We are showing this customer is working with one of our managers in customer service who is making sure the customer receives the correct credits back to their original payment...

method.

Better...

Business Bureau:
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. Reversals of charges to my credit card have been posted. I hope that shoes.com can resolve their problems with supply chain management, communication, and customer service since this is not the first time this has happened to a customer, or the first time customers have been forced to take extreme measures to resolve the problem.
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. "wide calf" is not a difference in color, and the fact that everywhere else on your website denotes boots that are wide calf in the item description makes this far more difficult to understand.  The only indication that these boots were wide calf was in the COLOR (again this is not a difference in color) where it shows "dark brown extended".  How would someone not simply believe this was an extended dark brown color when it nowhere indicates 'extended CALF'??  In addition, the description gives the dimensions of the regular calf boot, which again is simply incorrect and falsely advertising the product you sold.  Extended calf is not a color choice, and the wording NEVER indicates it is related to the calf - only an extended color.  Based on this I would ask that you please reconsider my request for a return so that we may settle this without further action.
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 have still not received the following refunds. The following charges remain on my credit card: 11/13 - $60.5911/10 - $64.91 (these shoes have been returned and received by the business. [redacted] tracking # [redacted], SIGNED FOR BY: [redacted])  Please refund my money!
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 may be satisfied if the outcome is in my favor but I will dispute if they try to say there is major damage to the box. I will reiterate that I will be happy to send my own images or video of the entire box showing the condition of the box in my possession. I am concerned that they will use some images that are not from my actual order. I also want to reiterate that their instructions for shipping are not emphasizing clearly enough that an exterior box is required. Please let me know if you would like me to send my own images or video.
Regards,
[redacted]