Shoes.com

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. Truly a case of unethical business practice. I had canceled immediately after the order that you CHOSE not to acknowledge for days. I did not open the boxes. Most importantly, the fact there was no notice of change in policy for current customers is ILLEGAL. You don't expect a customer to first look at the FAQ for new information as we have no reason to do so after being a long-time customer. It is definitely unacceptable to pull a bait-and-switch by not giving any notice of a policy change.  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]

We would like to thank this customer for shopping with us and we appreciate his 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 his orders 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 he opt to exchange, we’re happy to help him find new styles or items to try.

We would like to apologize for this frustrating experience the customer had in trying to get the pair of boots.  The customer placed this order 11/19/16 which was a Saturday.  [redacted] does not pick up on weekends and all timelines for shipping are business days (Monday-Friday).  This...

customers order shipped out on Monday 11/21/16 and was sent [redacted] 3 day.  On a normal week this item would of arrived on Thursday, however Thursday 11/24/16 was Thanksgiving day so this made the expected delivery date Friday 11/25/16.  Once the customer contacted us and told us they would not be home when the package was to be delivered we contacted [redacted] and had the package returned to sender.  This was received back at the warehouse on Tuesday 11/29/16 and we are in the process of crediting the customer back the $82.39 for the item.  We ask the customer allow up to 10 business days for the credit to appear on their original payment method statement.  Again we are sorry for any confusion in the shipping timeline and any inconvenience this may have caused.

Please apologize to customer for inconvenience experienced and for poor service received. This is definitely not a way in which we pride on running our business. Regrettably, we cannot just ship items at no charge due to the fact that they ship directly from the suppliers warehouse. We definitely...

could have tried however to see if they could have made an exception in this instance and we will be passing along this information to the representatives involved for training and quality purposes. We do not charge a restocking fee for incorrect merchandise that was shipped. I will be issuing credit for the incorrect shoes received and customer does not have to return them. Customer may donate shoes to charity.

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 want everyone involved who are reading these complaints to realize this company is doing whatever it can to not stand by the products it is selling.  Let's just say that the TWO pair of identical shoes were indeed from wear and tear as they are trying to say it is.  I ordered these shoes NOV 2016.  So, is Shoes.com admitting to selling poor quality shoes because TWO pair of the exact same shoe lasted less than a year????  No one is going to wear the EXACT same shoes at the same time. AND, as I have stood by my words, one pair lasted two months and the other less than two months, before the sole fell off, not on just one shoe but on all FOUR shoes. As I have stated all along, the shoes were made in 2010, maybe the adhesive holding the soles on had deteriorated? Since they were 6yrs old sitting in a warehouse. Could that be?? Shoes.com are so insistent of standing by their "policy" they will say whatever to get out of refunding money on defective shoes.  I know NO ONE who is going to pay approximately $80.00 for a pair of tennis shoes and they last less than two months, or  even a year!! This is a matter of good business.  Looking at the over 180 plus negative comments that have already been filed with the Revdex.com, it is obvious I am not the only one dissatisfied.  This is a common sense issue. And just for the record, I work in a hospital behind a desk, I put the shoes on when I leave to come to work and they are off when I get home . The only "wear and tear" is walking from one venue and back home.  This whole ordeal is ridiculous. This isn't a government or medical entity where not following so called policy is going to cause loss of life.  It is poor quality shoes sold by a warehouse shoe company that obviously doesn't check their stock to be sure they are selling quality products.
Regards,
[redacted]

I understand there was a policy change, however, the new policy was hidden.  The new policy can be found after searching for several minutes.  How would I know to look for a policy change?  I have ordered many times from Shoebuy for many years.  I did not check for policy changes each time I ordered.  When I placed the order, why did Shoebuy not state "Please note our new policy about re-stocking fees".  Shoebuy purposely hid the new policy.  Why wasn't Shoebuy upfront about its policy changes?
Regards,
[redacted]

We would like to thank this customer for shopping with us and apologize for any misunderstanding there was with our shipping process.  Our policy which can be found at http://www.shoebuy.com/info/shipping#options  states:As a general rule, processing time plus shipping time equals total...

delivery time. Processing time typically ranges from 1-5 business days. Processing time includes receiving your order and packing the item for shipping. After processing is complete and shipping begins, shipping time is the UPS transit time from our warehouse(s) to your shipping address.This customer placed their order on August 18, 2016 and this order shipped out on August 19, 2016.  This item was delivered to the customer on August 22, 2016 (which was one business day of shipping time) which was all within our policy timeframe.  Expedited shipping charges are also supposed to be per item however this customer had both items shipped via Next Day Air and was only charged expedited shipping on one of the items.Again we thank the customer for shopping with us however these items arrived to the customer within our policy.

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 extremely disappointed in the response received by Shoes.com.  Basically this boiled down to my word against some pictures they took.  I would have not gone to all the trouble and time to contact the company several times as well as the Revdex.com if I was not absolutely certain I returned the boots in their original box.  Also, I guess the fact that I know I put the return label on the side over their shipping label and their picture shows it on the top of the box where it was taped shut means nothing to them.  I guess the days of the customer being right are gone.  Thank you, Revdex.com, for your prompt response to my complaint.  Shoes.com has just lost many customers due to my unfortunate experience with them.
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].
They ripped me off for two of these fees of $6.99 each, man.  
Regards,
[redacted]

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. 
Regards,
[redacted]

[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.   Nevertheless, I will never do business with that company again.  They held nearly $300.00 from my account and did not send any shoes.  Glad to finally get my money back after nearly 2 months trying.  Thanks Revdex.com.
Regards,
[redacted]

We apologize to the customer for any inconvenience experienced and the for the poor service received. This is definitely not a way in which we pride on running our business. Please have the customer tell us here what is being requested and we will be happy to assist. Customer can also e-mail...

[redacted] with her concerns and inquiries as well. We apologize again for any inconvenience.

We sincerely apologize for any confusion regarding these orders.   We have looked into this and determined that the customer made an error when purchasing the shoes both times.   The first order [redacted] the customer ordered a Unisex shoe in a Size 8. As stated in the size chart on our...

website, this is a Men’s size 8 and a Women’s size 10. The customer then went online and process an exchange. The exchange notes from the customer say that she received a Men’s size 8 and she needed a Women’s size 8. Because this was an exchange, the customer was not charged a restocking fee and received a full refund of $43.96 on Jan 11th. (Depending on her bank, it may take an additional 5 business days for the refund to show up in her account.)   The item that the customer selected for exchange was the same Unisex shoe in a size 8.5. This is equal to a Men’s size 8.5 and a Women’s size 10.5. This is, again, listed on the webpage for the shoe. On Jan 4th the customer went online again to process a return for this new order [redacted] because it was not a Women’s size 8. We issued a full refund minus our $6.95 restocking fee for returns.   We are not able to waive the restocking because we shipped and delivered the correct sizes that were ordered. If the customer would like to place an exchange order, we would be happy to help her pick out the correct size and waive her fees because exchanges are 100% free.   We apologize again for any frustration the customer has experienced with her orders.