Shoes.com

Because the customer has added no additional comments, we have no additional information. The picture that the customer has included confirms that [redacted] is the refunded and not ShoeBuy. We hope that the customer will be able to resolve this issue with [redacted] and welcome both [redacted] and the customer to contact us if any additional information from our system is required.

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]. 
This was a very frustrating experience I had with the customer service and there was no confusion. I want a refund for the [redacted] shoes.
Regards,
[redacted]

We are sorry to hear that this customer is disappointed. We do appreciate her feedback about the policy roll-out and will be sharing this with the appropriate internal teams. Again, we do apologize for any inconvenience caused.

We would like to apologize to this customer for the frustrating experience they have had trying to order a pair of shoes in size 12.  This is a technical issue that we are working to resolve now.  It looks as if when the customer places the order on [redacted] for a size 12 the order is...

transmitted to us as a size 10.5.  This is the reason our customer service representatives told the customer they were showing the customer received the size ordered.We have emailed a prepaid return shipping label to this customer and once we receive the item back we will request we credit the customer back in full.  We are unable to send the customer  a size 12 in this item as we are not showing having that size in stock.  We have reviewed our website to make sure it is up to day and our website is not showing a size 12 available at this time.Again we are very sorry for the confusion on this order.  If this customer would like help finding another item that we do have in stock at this time we would be more then happy to help.

We can certainly appreciate this customer’s frustration as they were not able to exchange an item for the size they wanted to try; however, ourpolicy enables our customers to choose from any items in our inventory until we find an item they will love – more than a million items – whether...

that’s adifferent shoe or perhaps a bag or jacket. In the event a customer prefers not to exchange for a new item, there is a restocking fee.On July 16th, 2015 our site was updated to show the new policy to make sure customers would know in advance. Our homepage says “freeshipping + free exchanges” and the entire policy is listed under the Returns section of our Help page. 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.  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.

We would like to apologize to the customer for any delay they felt they received when trying to cancel the order.  When an order is placed we transmit the order to the warehouse to fill.  Once the order is at the warehouse only they can confirm if an order is able to be canceled....

 This customer first contacted us to cancel the order on April 8, 2017, being this was a Saturday the customer was advised we would not be able to confirm if the order could be canceled until the following week.  We were able to confirm on April 11, 2017 that this customers order was canceled.   We do not charge a customer for an item until it ships.  When an order is placed we only apply a pre-authorization (temporary hold) to their card.  Since this customers order was canceled the pre-authorization has fallen off.

We sincerely apologize for any confusion regarding our
return policy and thank the customer for reaching out to us. When we received the customers return for order [redacted] the
shoe box had been used as the shipping box and was damaged and unable to be
re-used. Our return policy does state that...

the shoe box must be included in the
return and items must be returned in the same condition they were received. Unfortunately we are not able to accept a return if the
shoes or shoebox show signs of wear or damage. We understand that the customer may not have wanted to
process their exchange order [redacted] based on this information. We would be
happy to undo that exchange and allow the customer to return their exchange
order [redacted] for a full refund. This means that we would waive the restocking
fee for this return as a one-time exception due to the circumstances.  Again, we sincerely apologize for any confusion regarding
our return policy.

We apologize for any inconvenience experienced. We have issued a refund for this return on 1/7/18. Customer should be seeing this refund on method of payment shortly, if nor already. We apologize again for any inconvenience.

[A default letter is provided here which indicates your acceptance...

of the business's response.  If you wish, you may update it before sending it.]
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]

Unfortunately, we did not receive any text in Ms. [redacted]'s response, however, we did receive photos of the Born Inola shoes from her order. For your reference, this order (#[redacted]) contained the following items: Item 1 - Women's Born Inola U.S. 10 M in Seda Metallic Item 2 - Women's Alegria by PG Lite Paloma Mary Jane U.S. 42 M in Red Bloom Polyurethane Item 3 - Women's Clarks Alto Madi U.S. 9.5 W in Beige Leather Ms. [redacted] requested an exchange for item 2 on our website. We have now indicated item 1 for return based on the photographs. We ask Ms. [redacted] to please confirm which items from this order she will be returning/exchanging so we can update this in our system. Thank you kindly.

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 received two credits to my [redacted] account, so it is not an issue with that. I closed the dispute on [redacted] after I received ShoeBuy's last message through Revdex.com. I will not consider my issue resolved until the credit card I used for the purchase only has a $6.95 balance. This is the only purchase on the card at the moment.
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 am not accepting this because they continue to present incorrect information and are in essence calling me a liar.  I wore those shoes both pairs for less than two months, to work three nights a week.  I sit behind a computer.  And the damage had nothing to do with excessive wear and tear. It is a blatant lie.  The soles fell off, all four of them.  That is not wear and tear that is defective!  The adhesive was no good, they sat in somebody's warehouse for too long!!  THEY were SIX years old when I got them.  Why doesn't anyone take responsibility for this?? As a consumer this is totally unacceptable.  Yes, I have talked to several CSR's there and the first lady I spoke with the beginning of October stated I would be reimbursed for my Priority mailing cost..She told me to send them this way..That was over $20.00 in itself. This company has so many negative reviews and they were rude, not listening. I did contact [redacted] before I contacted Shoes.com [redacted] stated it was Shoes.com problem, not theirs.  $160.00 and $20.00 plus for shipping and I am supposed to accepted $40.00??  For two pairs of shoes that lasted less than two months.  PLEASE..They need to stop covering their fault in this and step up and do the right thing.
Regards,
[redacted]

The only way our customers can receive a return shipping label for an order is by requesting a return on our website and printing it out, or contacting customer service and having it emailed to them to print out or placed in the physical mail. According to our records, the only return requested and return shipping label issued to this customer was for her original order placed 12/2/14, #[redacted] for the [redacted] * in Oxford Brown Bali Goat Leather. There is no record of a return requested or return shipping label issued for order #[redacted] in Oxford Brown Bali Goat Leather. Again, we kindly ask this customer to please provide us with the correct tracking number for her return, and please let us know if she used the label from her original order over again. Thank you.

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. It has been longer than 10 business days and "looks like" they "might be" is not resolving the issue, nor have they offered any type of refund for the almost one month delay in getting my order to me when it is THEIR mistake that is taking forever to fix. 
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. 
 
Regards,
[redacted]

We have been in contact with the customer on [redacted] and she notified us where the shoes were delivered they were unable to find the package.  Being they were delivered to a University mail room during the holiday vacation season we have concluded the shoes are lost.  We have agreed to credit the customer back in full in the amount of $89.96.  This credit was processed in our office on 1/21/16 and should show up on the customers credit card statement within 2 - 10 business days.

We do thank the customer for their feedback.  We were not alerted to any damage or wear on the item when the customer received it. Duringour return process the shoes were found to show signs of wear on them. Since wecannot accept back worn merchandise, these were returned to the customer.  At the customers request we processed an image review and double checked that the shoesdid in fact show signs of wear and confirmed with the customer that we would beunable to accept them back.  We apologize for the customers disappointment in our return policy.

First and foremost we would like to apologize to Mrs. [redacted] for the experience she had with our representative. We pride ourselves on excellent service and we want to assure her that the interaction will be reviewed by senior leadership of the customer service department.With regard to Mrs. [redacted]’s...

return, we photograph all returned items as soon as they arrive at our warehouse for our records. We have reviewed the photos of her returned shoes and compared them to images of the shoes from manufacturer. As these images reveal, there was enough wear on the bottom of the shoes that we could not resell them as new to another customer, and so they are indeed ineligible for return. We pack each order with new unworn merchandise, as online shopping does not permit the customer to physically inspect an item prior to purchase such as in a brick and mortar store.We can certainly appreciate that this is frustrating for Mrs. [redacted] as she does not wish to keep the shoes. And we also know this was not the resolution she was seeking. However, our decision to not accept her return was made carefully and in accordance with our policies [redacted]). All companies have policies and standards by which we must adhere. We want to be sure that Mrs. [redacted] and her fellow customers have the best possible shopping experience and that we delight her with every purchase, and our policies have been structured to help ensure this is the case. According to our records, a credit of $30.00 was issued today to the original payment method on this order and hope Mrs. [redacted] will accept this goodwill gesture.

We would like to apologize to the customer for the issue they had in having their email address removed from our list.  We were experiencing a technical error however this has been corrected and this customer should not receive any more emails within 10 business days.

Please apologize to customer for any inconvenience experienced while trying to place her order with us. This is a very isolated incident and not a way in which we pride on running our business. I did check the reason for the orders not being processed and it does state that the billing address...

provided on the website was not matching the billing address that the customer's financial institution has on file for the customer, thus causing the failed transactions. I have gone ahead and removed the preauthorizations on the customer's account. These holds should be removed by the end of the business day today. We encourage the customer to follow up with her financial institution by later on this afternoon for an update and contact us back if the holds are not removed with her financial institution's fax number so we can fax the authorization releases.