Shoes.com

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 would like to thank this customer for shopping with us and apologize for this frustrating experience.  We have requested a full credit in the amount of $74.21 to be credited back to the customers original payment method.  We ask the customer allow up to 10 business days for this credit...

to show on their statement.  Again we are very sorry for the delay in getting this return resolved and hope to work with the customer in the future.

We would like to thank this customer and apologize for this frustrating experience.We have requested a credit in the amount of $102.00 to be applied to the customers original payment method.  Please allow 2-3 business days for the credit to be processed, also be advised it can take up to an...

additional 10 business days for the credit to appear on their statement.Again we thank this customer for shopping with us and for allowing us to finish our investigation into this unusual circumstance.

The warehouse only received three of the four pairs of shoes under the tracking number provided. The shoes in question were not in the box with the other three pairs.

We apologize to the customer for any inconvenience experienced. The customer needs to contact [redacted] Checkout to resolve this issue as this was the method of payment that was used to pay for this purchase. If customer has the same financial institution, they will simply roll over the refund to...

customers new account. If customer has changed financial institutions, the old financial institution will place the refund into a holding account so customer can claim the refund. We apologize again for any inconvenience.

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]

We have emailed the customer a prepaid return label to their email address.  We will also waive the restocking fee on their returned item.

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].  
 New shoes were returned to shoes.com.  I am not going to guess or imagine what happened on their end.  Please see attached correspondence. To Revdex.com, thank you for all the time and effort you have put into dealing with dishonest, fraudulent company.  I hope that my experience is shared with other consumers.
Regards,
[redacted]

We would like to thank this customer for shopping with us and we appreciate the feedback about the return policy.  We do not advertise "free returns" anywhere on our website. We advertise "Free Shipping" and "Free Exchanges". 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 this 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 the customer 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. 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. We’ve also worked to make returns as easy as possible – though if no item is being exchanged then there would be restocking fee per item. We explained our policy to this customer on November 17th at which time the customer still did not agree with our policy and requested to speak with a manager.  The customer was transferred to a manager who approved the waiving of and additional restocking fee since the customer was not clear on how the restocking fee was charged.  The customer refused this offer made.  We have spoken to this customer via phone, email and social media throughout the month of December and have repeatedly told this customer we would honor the mangers request of waiving an additional restocking fee.  The customer continued to deny this as a solution as the customer wanted all restocking fees waived.  In accordance with our guidelines we are unable to waive any additional 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.

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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]

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]

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 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]

Again we would like to apologize to the customer for this frustrating experience as we are unable to send the item the customer wants.  As our policy states for a Price Match : The website where you find the lower price must be a legitimate business and cannot be an auction site or private event sale. [redacted] is considered an auction site.  We are unable to match prices on [redacted], even for items we list.We are working with our representative at [redacted] to make sure this situation does not happen again.Again we are sorry for this and have made sure the customer has been credited back in full.  If the customer does not see all of the credits back we ask the customer to contact our customer service department.

We would like to apologize for this frustrating experience.  We are also sorry for this customer receiving a pair of shoes that were already worn.  These shoes should never of been sent to the customer and we will work with our warehouse to make sure this does not happen again.  We...

will credit the customer back the $125.00 they paid once the item is received and processed at our warehouse.  Again we are very sorry for this situation.

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]

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.]
Regards,
[redacted]

We issued a refund for this customers return on 1/19/18. Customer can expect to see this refund posted on the [redacted] account ending in [redacted] in the next few 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]. Please add your rejection comments below. 
A re-stocking fee is not normally charged for a returned clothing or shoe item.  I am aware of electronics companies that do charge such fees, but have never heard of a clothing or shoe retailer who charges a restocking fee.  The restocking fee is not noted on the company's main webpage -- it does list "easy exchanges" and "no worries."  Since the charging of a restocking fee is highly unusual for a clothin/shoe retailer, I think the company should be more forthcoming with this information.  If an individual purchases a pair of shoes for $40, and $6.95 fee is 17% penalty.  If they return multiple items, they are charged $6.95 per return -- highly unusual for a clothing/shoe retailer.  I have never heard of another retailer with this policy.In my case, I unwittingly purchased multiple sizes of an item with the intention of returning the size that did not fit.  I was prepared to return the item(s) at my own expense.  If I had known that I would be charged $6.95 per item, I would never have placed that order.The practice of charging a restocking fee is completely unheard of for clothing and shoes, so Shoebuy.com should do more to make customers aware of this change.  Although they posted the change to their policy on their website July, I did not see that information because I did not shop for shoes then.  This restocking fee should be listed on the main page -- perhaps next to "no worries."  So anyone buying an item now, would have no idea about the restocking fee unless they read the complete listing under "returns." I have used this company before, and have even paid to return items in the past, so I did not think it was necessary for me to read the return guidelines.I have already warned several friends of this policy, and they were all horrified and said they will no longer use this company.  I imagine that once Shoebuy has burned enough customers, they will lose quite a bit of business.  They've already lost mine.Regards,
[redacted]