Shoes.com

I am puzzled as to why a big company like yours would want to take this stand with me given that it's only about dollars for you which will completely lose me as a customer.I will add my comments to the Revdex.com website about shoebuy

We would like to sincerely apologize to the customer for any confusion regarding our return policyOur policy does state “Items should be unworn and include all original tags”However, after looking over this case, we should be able to accept this item back for a return as a one-time exception courtesyThe other rules of our return policy still applyThe return will be rejected if the shoes show signs of wear or do not include the original shoeboxIf the customer would like to process an exchange, we recommend emailing [email protected] for help setting up the exchangeOtherwise the return will be processed as a full refund minus our $restocking fee We have sent a return label to the email address on the customer’s order so that the customer can send this item back to usWe hope this resolves the issue and thank the customer for reaching out to ShoeBuy

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.]I have photos that show that the shoes have not been worn The shoes are in the same condition that they were when they arrived to me the first time They actually offered to take back the shoes for $20! I am very upset about this Regards, [redacted]

We would like to thank this customer for shopping with us We are sorry it took longer than usual for us to process the return credit The item the customer purchased shipped directly from the manufactures warehouse so when the customer refused delivery it was sent back to the sender instead of to our warehouse Being this all happened during the holiday season it added time to verify the shoes were accepted back We are happy to let the customer know we have processed the return credit and they should see the credit on their statement within business days Again we apologize for the delay and recommend the customer contact us for a [redacted] pre-paid return label on any future return orders

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.] I understand what you are saying now but it is still deceptiveIt should be stated that you can't get it or no option given of next day air for $when you place the orderIf it is due to timing or weekend or holiday it has to be told to the consumer that the item won't ship for many days so that a consumer or I won't pay all this money expecting to get it next dayI could of just got free shipping and would have gotten the shoes close to same timeI am sorry to say that I will not purchase from you againI will receive these shoes and that is itSorry, I don't trust you and will be weary of other sites online as wellThank you, that is all I have to say Regards, [redacted]

Please apologize to customer for any inconvenience experiencedOur warehouse has done a comprehensive review of the shoes returned on 7/14/The customer then called on 7/17/to check on the status of her refundOur customer service representative advised the customer of what happened and the reason why the shoes were not able to be acceptedThe representative then noted that we would process an image review here in our corporate offices for the shoes that were returnedIt was found that the soles were very dirty and appeared to have gum stuck to themOn 7/21/17, our manager e-mailed the images of the shoes to the customer that our warehouse receivedWe are not able to accept back any items that have been worn as stated on our websiteI have provided a link to the policy below for further referenceDue to the inconvenience, I will have $deducted from the orderCustomer will see this credit posted on her [redacted] account in the next 1-business days[redacted]

The picture the customer attached states "Free Shipping and Free Exchanges" We do not advertise "Free Returns" on our website as all returns are subject to a $restocking fee

We apologize for any confusion the customer had with expedited shipping The order was placed on Saturday 4/29/and we do not process or ship orders over the weekend This customers order was processed and shipped out on Tuesday 5/2/which was only business day processing time and was shipped Day Air and delivered to the customer on 5/4/ Since this time frame was within our policy we are unable to credit the customer back Our policy can be found at [redacted]

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 Oct2, Oct16, Oct21, and Oct The customer also reached out to us via [redacted] on Oct27, 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 hour of that request The customer has been made aware that they should receive the label in the mail within 5-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, 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 pageThe new policy went into effect on August 1, 2015, and all purchases made on August 1, or after are subject to our new return policyOur 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 coatIn the event they prefer not to exchange for a new item, there is a restocking feeWe 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 guidelinesWe understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may causeShould the customer opt to exchange, we’re happy to help find new styles or items to try

We would like to apologize to this customer for still receiving emails We were experiencing technical difficulties which have been resolved We ask the customerallow another - business days for all emails to stop

We would like to thank the customer for shopping with us and are sorry for the issues they have had with these shoes On order # [redacted] we spoke to the customer multiple times, representatives and supervisors both told the customer we would note the order for review by our warehouse and if the shoes were found to be defective the customer would not be charged a restocking fee We are not able to confirm a defect from pictures or customer explanations over the phone We provide a prepaid UPS label and always ask our customers to return items so a complete defect review can be preformed This customers item was received by our warehouse and a defect review was done in which the warehouse did verify the shoes were defective and did not charge the customer a restocking fee This customers credit was processed on 10/21/and we have notified [redacted] to credit the customer back in the full amount of $

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 changedWe will be happy to supply a new return label to the customer if they need one

We do apologize for the error in this customer receiving the incorrect color item This was ordered on a 3rd party website and it looks like there was a technical issue when the order was sent to us The customer was sent a prepaid [redacted] return label on 3/6/17, once the item is received and processed we will credit the customer back the total amount of $

Please apologize to customer for any inconvenience that he has experiencedWe have refunded for the shoes that were not shipped today, 11/15/17, in the amount of $Customer will see this refund posted on his [redacted] account in the next 3-business daysWe will refund for the balance once our warehouse has received and processed the return for the second pairWe apologize again for the inconvenience caused

We sincerely apologize for the experience that the customer has had with this orderOur records showed that the package was delivered on 06/23/On 6/25/16, We received a phone call from the customer stating that the package was not received and we opened an investigation with [redacted] to look into the situation [redacted] investigations can take up to business days to be completedThe first investigation was closed because [redacted] had not been able to reach the customer after multiple attempts We reopened the investigation once the customer contacted us again and confirmed that her contact details were correct, and again, the investigation can take up to business days to be completed Our records show that a full refund was issued back to the customer today even though the 2nd investigation has not been completedThe customer should see that refund on her account within business days We will continue the investigation but the customer does not need to provide any more information as the refund has already been issued

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 would like to apologize to Mr [redacted] for the poor experience he has had with usCustomer satisfaction is extremely important to us and we want to make this rightWhile the supplier warehouse did provide us with a tracking number for this order, per the cancelation request the item never shippedWe regret that this was not properly communicatedWe issued Mr [redacted] refund today to the [redacted] account used on this orderWe sincerely regret the inconvenience caused and hope Mr [redacted] will find this resolution acceptable

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

We are sorry for any confusion our promotion caused the customer We try to make our promotions as clear as possible however it sounds as if this promotion was misunderstood by the customer We ask the customer to use this code for 30% off their next order: [redacted] Again we do apologize for this frustrating situation and hope this helps the customer and look forward to working with them in the future

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 belowThey are saying that this item did not qualify for the discount but when I had that item in my cart the day of the purchase it had the discount applied to itI completely understand what they are saying but they are wrongIf I would have ordered the black ones, then they would be correct because those were not on discountThe color I bought were! It showed the 20% being taken off of those for a price around $Don't they record all of their calls or keep record of their past sales? I know I am right in what I am saying Regards, [redacted] ***