Shoes.com

We are sorry to hear this customer had a frustrating experience shopping with us.  We tried to get the size changed however were unable to.  We understand the customer was upset with receiving the incorrect size.  We want the customer to know they can return the item and...

will receive a full credit back since the size was not able to be changed. We will be happy to supply a new return label to the customer if they need one.

Please apologize to customer for any inconvenience. Regrettably, there is very little we can do to assist in this matter at this time as your package was abandoned by [redacted] at the beginning of last month. We are not sure why they were not able to deliver your package. We do know that all international...

packages require duties and taxes to be collected. This is most likely the reason why [redacted] were never able to leave the package. We would recommend working with [redacted] in Ireland on this issue since this is more of an issue related to their service than it is of shoes.com. Please apologize again to customer.

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.   Thank you very much for your assistance.
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 would like to thank this customer for shopping with us and we appreciate 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 homepage says “free shipping + 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. Our policy enables our customers to choose from any items in our inventory until we find an item they’ll love – more than a million items – whether that’s a different shoe or perhaps a bag or coat. In the event they prefer not to exchange for a new item, there is a restocking fee. We want to assure this customer that our decision to not waive the restocking fees on her 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. Should she opt to exchange, we’re happy to help her find new styles or items to try.

We sincerely apologize for the frustration that the customer has experienced.   It looks like the $40 failed to be refund in a timely manner. I am showing that the customer has filed a claim through [redacted] and that we have refunded $75.00 back to the customer as requested.   If the...

customer would prefer a full refund for the shoes and the taxes/duties, she will need to return the item.   Again, we sincerely apologize that the customer was disappointed in their purchase and that the refund was not issued sooner.

Please apologize to customer for any inconvenience experienced. The customer bas called our customer service department and spoke to a supervisor who was able to resolve the customers issues.

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 would like the company to comment on how quickly my credit card will be refunded.  The 45-60 day window given by their "customer service" is completely unacceptable.  Also, their website states I would receive an email when the shipment was sent and I haven't received that.  However, an email they originally sent me said my CC would not be charged until the shipment was sent.  This emails are contradictory and very confusing to the consumers.
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. 
 Those where not the shoes I returned, that is so wrong to put someone else's shoes forward, my shoes where brand spanking new.  I tried them on at home and put them back in the box.  I find it very disturbing that a large company like this could do such a fraud thing.  I WILL NEVER BUY ANOTHER THING FROM THEM AGAIN!!!!!??
Regards, [redacted]

We are sorry for any confusion the customer was having with the charges on their credit card.  This customer was only charged a total of 173.17.  This appears on their statement as two charges (1 charge for each item).  These charges were $74.96 and $98.21.  These charges are...

done when the items ship.  When an order is placed a pre authorization (temporary hold) is put on the card for the total amount, this is removed when the final charges are done.  If the customer was still seeing the hold it was because her credit card had not updated her statement.  This should all be cleared now and only the two charges showing.

We want to thank this customer for their business and
apologize to them for not receiving the return label sooner.  We emailed a return label to the customer at
the email address provided each time the customer requested the label.  These dates were Oct. 2, Oct. 16, Oct. 21,
and Oct....

27.  The customer also reached
out to us via [redacted] on Oct. 27, 2015 where we were notified for the first
time by the customer that they needed the label mailed because they were unable
to print a label due to not having a printer. 
Once we understood the problem was needing a physical label to be mailed
we requested a [redacted] pre-paid label be sent to the customers address on file.  This label was sent within 24 hour of that
request.  The customer has been made aware that they should receive the label in the mail within 5-7 business days.We advised the customer we only use [redacted] for our shipping
carrier thus we are unable to send a [redacted] label to the customer.  We also supplied the customer the phone
number to [redacted] so the customer could see if they would pick up the package from
the customer.  In case the customer
needed to still send the package back via [redacted] we did email the customer our
warehouse address and told the customer to use the least expensive traceable
method.On July 16th, 2015 our site was updated to show
the new return/exchange policy to make sure customers would know in advance.
Our homepage says “free shipping + 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. Our policy enables our customers to choose
from any items in our inventory until we find an item they’ll love – more than
a million items – whether that’s a different shoe or perhaps a bag or coat. In
the event they prefer not to exchange for a new item, there is a restocking
fee. We want to assure this customer that our decision to not waive the
restocking fees on their 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. Should the
customer opt to exchange, we’re happy to help find new styles or items to try.

We would like to thank this customer for shopping with us and we appreciate their feedback about the return policy.  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. Our homepage says “free shipping + free exchanges” and the entire policy is listed under the Returns section of our Help page.  When the customer placed this order our website states by placing this order you agree to all terms and conditions including the restocking fee policy.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.

Please apologize to customer for any inconvenience experienced. It appears as if [redacted] was not able to deliver this customer's package to the shipping address provided on the order. They then forwarded the package to a local [redacted] Access Point for pickup. The Access Point then held the package for...

almost a month waiting for a pickup. They then returned the package back to the suppliers warehouse in Tennessee where it was delivered on 8/2/17. We will be issuing credit for this order shortly. Customer can expect to see credit on the [redacted] account on file shortly.

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]

As stated in previous correspondence, we did not deduct $10.00 from the return credit. There is nothing that we can credit back. Please apologize to customer for any confusion.

Please apologize to customer for any confusion relating to the credit issued for the return of the Spring Step [redacted] shoes. We did not deduct $10.00 from the credit for the shoes. The $10.00 was deducted from the order when the customer logged in through her rewards account and chose to have 200...

rewards points applied to her order, which deducted $10.00 from the price of the shoes. The only thing that shoes.com deducted from the return was a $6.95 restocking fee that we charge for all returns that do not have exchanges linked to them. The customer would need to place an exchange order on our website to have this fee waived.

We sincerely apologize for this customer receiving the wrong item.  We have credited back the customer's original payment method $24.97.  This credit should show up on their statement within 5-10 business days.  The customer does not need to return the item and we would love to work with the customer again in the future.

We would like to thank the customer for reaching out to us about this issue and assure her we are committed to resolving this.   Normally our exchanges charge the customer for the exchange item immediately so that we can ship it out as fast as possible. Then once we receive the item that the...

customer is returning, they get a full refund.   Due to a miscommunication, we believed that this customer wanted to wait until after we processed the refund to be sent the exchange. This is a common request as some customers would prefer to be refunded first before having the exchange order placed and charged.   Once we received the returned item, we issued a full refund back to the original method of payment and started the new order for the exchange.   We were unable to process the exchange due to the card being declined. At this time the customer has received a full refund. We cannot guarantee how long it will take the customer’s financial institution to process the refund. Most banks process refunds within 5 business days.   If the customer would still like an exchange, we will need to place a new order and charge for the new item. We will still honor the 30% discount on the new order. (Participating brands only).   Again, we sincerely apologize for the misunderstanding regarding our exchange process.

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. did anyone look at my pictures I sent. it clearly does not show any dirt or worn soles. thank you
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 reject his statement because he replied ONLY when turned in to the Revdex.com as others have pointed out. I did finally get my refund after way too much effort.
Regards,
[redacted]