Shoes.com

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

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 may be satisfied if the outcome is in my favor but I will dispute if they try to say there is major damage to the boxI will reiterate that I will be happy to send my own images or video of the entire box showing the condition of the box in my possessionI am concerned that they will use some images that are not from my actual orderI also want to reiterate that their instructions for shipping are not emphasizing clearly enough that an exterior box is requiredPlease let me know if you would like me to send my own images or video 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 apologize to the customer for any inconvenienceRegrettably, there is nothing we can do to assist in this situation as [redacted] delivered this package to the address that the customer provided at the time of order processingThey will initiate an investigation when the package is delivered as addressedCustomer should login to his [redacted] account to have his shipping address updated for future ordersWe apologize again for any inconvenience

We would like to thank the customer for considering shopping with ShoeBuyAfter researching this issue, the item that the customer would like to purchase, (The [redacted] Bailey Button in Navy), does in fact cost $Different colors come in different prices but the Navy ones are being sold for the price that the customer has statedUnfortunately we only have those in stock in the size 7,8,9, and If the customer attempted to add a size to her cart, it may have showed the default price of $and asked her to choose a new color and sizeWe sincerely apologize that we do not have the item the customer requested in stockIf the customer would like to purchase another item that we do have in stock, the price will be as listed on our website

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 belowI understand shoebuy's return policy However, this was a Christmas gift and most retailers have an extended exchange/return policy for the holidays I contacted shoebuy just after the days was up to make an exchange I didn't care to get the money back, I simply wanted to exchange but no one and I mean NO ONE, including the supervisor was willing to help me out So at this point, I want a complete refund Having worked and managed in the retail world myself, I know first hand that exceptions to a policy can and need to be made, so a refund is what I seek at this point I could maybe understand if the item was no longer available or discontinued However, it's still available on the website and at full price, so I really don't understand why I'm being fought on this I never again will do business with shoebuy given the fact they aren't willing to take care of their customers Regards, [redacted] Regards, [redacted]

This is why I am rejecting your response 1) A new order would require me to pay a higher price then what I originally paid before you cancelled my order2) You had the shoes appear in stock for a period of time (>days) after I placed the original order before they suddenly went out of stock and my original order was cancelled.3) A few days after that the item in question was shown as suddenly being back in stock and it appears so right now.4) A good remedy may be that you give me a one time coupon code that ensures that I am able to purchase the product at my original transaction price and you ensure that it is shipped to me in a timely fashion.Frankly I don't understand why you did not ship the item in question for the one month that it was in stock after my original order.Kind 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below There is one tiny scratch on one of the shoes (out of pairs that were returned to me), and it's on the bottom of the shoeI literally walked around my kitchen and dining room (hardwood floors) in the shoes to see if they fitI don't know in what universe that is considered to be "worn merchandise." No where in the return policy does it caution you to tread lightly and on carpeted surfaces, lest your attempted return be rejectedThe return policy simply states that "The item must be unworn and include all original tags." Since I didn't wear the shoes by any person's standard, I complied with the return policyThe decision is also confusing as I had previously purchased and exchanged a pair of sandals that I had done the exact same tprocess with, with no ill consequences, and a truly hassle-free return process that I had come to expect from Shoebuy Regards, [redacted] ***

We are sorry this customer feels the shoes are defective We have reviewed the images taken of his shoes when received at our warehouse and can confirm the damage he is saying is from a defect is definitely from wear and tear We have already credited the customer back $toward the shoes since we could not accept them back We have attached photos showing the highly worn shoes

We thank the customer for reaching out to us and we are happy to look into this orderOn November 2nd we received and refunded all shoes minus the $restocking fee for each shoeOur warehouse found no difference in what the customer ordered and what the customer returned to usHowever, on November 13th, Manager [redacted] did refund one restocking fee as a courtesy to the customerManager [redacted] also sent an email on the 13th to confirm to the customer that we were refunding the restocking fee despite not finding a fault with the shoeBecause this refund was only issued on the 13th, it may not be showing in the customer’s bank account yetDepending on which bank the customer uses, we recommend allowing full business days for the refund to be cleared and show up in his accountWe very much appreciate this customers business and thank him for choosing ShoeBuy again

We sincerely apologize for any frustration that the customer has experiencedIt looks like the orders did not go through due to incorrect billing information We did not charge for this order and it looks like the hold on the customer’s account should have been removed on Jan 14thIf the customer is still seeing pending charges in her account, we recommend that she contact her bank to have the funds released

We apologize to the customer for any inconvenience [redacted] will not open a tracer investigation into this order because it was delivered as addressedThe customer placed the order herself and inputted the incorrect shipping address at checkoutAn order confirmation was e-mailed after the order was placed and it should have been reviewed to make sure that everything was accurate on the orderAt some point, the customer has to take responsibility and has to be liable for not reviewing if an error was made during the order processWe cannot refund the customer for this order nor we can have [redacted] pick up the packages at the shipping address providedCustomer will have to claim the packages at the shipping address providedWe apologize again for the inconvenience

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

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] , in the fact that the company has issued me a refund I disagree with any assertion from the company that I damaged the shoes...they were likely sent to me in this condition in the first place because I wore them for a total of minutes inside my apartment only It is indeed a one-time exception this company will make for me because they have now lost me as a customer The fact that I had to call their customer service twice and they still couldn't handle properly is pathetic and not the way to do businessI understand that by choosing to accept the business response that my complaint will be closed as resolved Thank you very much, [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 have sent the shoes back and if I am not wholly compensated I will be continuing with this complaint Regards, [redacted] ***

Again I would like to reassure the customer that we were not able to charge for the exchange item On Feb 15th, when we shipped out the original order, we charged $and on Feb 24th when we received that item back we refunded the customer for $ We have not charged the customer anything else unless the customer has placed a new order on her own under a different email addressIf the customer is still seeing additional charges, we highly recommend contacting her bank and filing a complaint

We understand the customers frustration as she does not want to keep the boots however we are unable to accept them back back.We are sorry the customer did not notice the color description said extended leather however this customer did receive the boots she placed the order for The shoes also show wear and we are unable to accept shoes back that have been worn.Our decision to not accept the return was made carefully and in accordance with our policies (reference: http://www.shoebuy.com/info/returns)

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 That is an absurd responseAn ethical customer conscious company would as the following:*see full return policy on our Returns pageOR*returns subject to $restocking fee Not difficult to addBased on the number of complaints on this site, your hidden fees are intended to be misleadingI'm sorry your business is doing so poorly that you have to purposely hide feesShoeBuy will only suffer from this.OR Regards, [redacted]

We sincerely apologize for any misinformation that this customer may have receivedWe do honor discounts on exchanges and exchanges are 100% freeIt looks like the customer has spoken to a Supervisor who explained that a new order will need to be placedOnce that new order is placed, we can manually apply the discount and waive the restocking feeAny customer service rep should be able to help with that exchange

We are sorry for any confusion this customer had with our promotion All of our promotions do state "exclusions apply" this could mean a whole brand or certain styles the brands sell The brands we sell decided what promotions they will take part in and if they take part in a promotion they also decide which of their styles will take part in the promotion When a customer goes to their cart the promotional code will be applied to all participating brands There will also be a "?" after the promotional code which a customer can click on and it will give the reason a promotional code did not apply to an item Again we do apologize if the customer misunderstood the promotion however we are not able to apply the promotion to items brands exclude