Shoes.com

Again, we sincerely apologize that this customer feels deceived by our return policy as this was certainly not our intentionWe updated our website to advertise and reflect our new “Free exchanges” policy on July 16th, All of our policies and legal information can be found under the “HELP” tab at the top of our website

We are sorry for this customer frustrating experience with trying to exchange an item We are unable to process the exchange the way the customer is asking We have given the customer all the options we have for processing the exchange The customer can either place a new order now for the new item and be credited back for the return item when we receive the item back or the customer can return the item wait for the credit to appear on there original payment method and then place a new order for the item which we would make sure the customer received at the same price as the original order

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 do not accept Shoebuy.com's response to my claim The complaint was that they did not return/exchange the shoes I purchased due to them being worn and dirty I did not wear the shoes, and they are not dirty I have the shoes in my possession since the business returned them to me They took pictures of the white soled shoes that I returned and magnified them by more than 100% I tried the shoes on inside my home It is also possible that many others have tried them on in their homes, also The shoes were sent to me directly from Shoebuy.com, not the manufacturer as they tried to state in previous conversations The white soled shoes have added traction rubber that is glued to the sole of the shoe by the manufacturer This is the area that Shoebuy.com is using to say that the shoe is dirty I did explain this to them, however they chose to disregard my argument This area does appear to be a different color white than the other part of the sole, and due to the way it is glued on, it appears to be dirty in the picture due to the surrounding darkness I am not stating that the white sole of the shoe is spotless when magnified in the picture, however it does not appear worn at allYou can see a small amount of dirt from trying the shoes on Shoe buy.com's argument is that the shoe appears dirty and worn and would not be able to be resold Another part of my argument is that they have based the dirty, worn appearance on the pictures that were taken of the additional traction part of the shoe that I have explained appears different If you examine the sole of the shoe, you can see that the other parts do not appear worn or dirtyOnce again, I would like to point out that this is a white soled shoeIf it were worn, it would be easy to determine without a magnified picture I would still like my money back from the retailer Regards, [redacted] ***

We apologize to the customer for any inconvenienceThis order was placed too late in the day for same day shipping on 1/18/It shipped on the next business day, 1/19/Since [redacted] does not deliver on the weekends, they delivered the package on the next business day, Monday, 1/22/We will issue a refund for the $express shipping charge as a onetime exception, but customer should try and place order a bit earlier to have it shipped the same day

We apologize to the customer for any inconvenienceOur warehouse is a bit delayed with returns due to the heavy holiday return volume that we have receivedWe did issue a refund for this return on 1/26/to the [redacted] account ending in ***Customer will see this refund posted on this method of payment in the next 3-business daysWe apologize again for the delay and for the inconvenience

We apologize to the customer for any inconvenience experiencedRegrettably, multiple people have reviewed the images of the boots returned and we will not be able to refund the customer for this return since it was not returned in the original shoe boxWe need this box to have the boots shipped back to the supplier so they can be resoldWe apologize again for the inconvenience

We would like to thank this customer for shopping with us and apologize we are not able to accept the boots back Our policy states shoes must be in new condition to be accepted back, this policy can be found at [redacted] .When an item is not accepted back our warehouse takes multiple pictures of the item to document the reason the item was not accepted This customers item was not accepted back due to dirt on the soles and dirt and scratches on the boots We have attached two of these pictures to this reply and will supply more if needed Again we are sorry we could not accept the item back however as you can see in the pictures these boots are no longer in new condition

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 did place the order on Dec11thHowever I ordered a size not a size And I was never emailed a confirmation of my orderAlso the item was NOT shipped yetI have the print out from [redacted] showing the date and time, where the item had not been shipped, only a shipping label had been createdI was advised by [redacted] they could hold the shipment and return to sender immediately, all that needed to transpire was for Shoe buys shipping department to call and intercept the packageThey could have done this and sent out the correct size in the mean timeThe representative on the phone said they would notThe only email response I received from Shoeby was the one informing that my order was ready for shipment and it showed a size 12, which is why I called immediately to correct the errorI do not accept this resolution, I will not pay a restocking fee for a returned item that I did not want shipped out to me in the first placeI am requesting a full refund minus the restocking fee! I have the email sent to me by Shoeby with the shipment details, I also have the print out from [redacted] as I stated with date and time showing this item had not yet shipped when I called ShoebyI will send this if it is needed for further investigationHonestly I haven't experienced such poor customer service and satisfaction in a very long time 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] My credit card was charged I need a refund 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 This appears on their statement as two charges (charge for each item) These charges were $and $ 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 understand the customers frustration and apologize for this situation however our Customer Service Management team are all in agreement This customers order is in accordance with our return/exchange guidelines and the only way we are able to credit the customer back the restocking fees is if the customer orders two new items which we will still consider exchanges for the original items sent back

We apologize for this frustrating experience Per our policy all returns must be in new condition When this item was received back the shoes were not in new condition If the item was received by the customer in worn condition then the customer should of contacted us immediately to let us know about the condition The customer stated she did wear the shoes long enough to notice she needed a different size and then contacted us to return the item When an item is not accepted back multiple picture are taken to document the reason the return was not accepted back These images have been reviewed and it was determined we are unable to accept the item back On multiple occasions we notified the customer we could not accept the item back however the customer return the item to us again Our warehouse reviewed the shoes again and stands by the decision that we cannot accept the shoes backWhile we cannot accept the item back we will apply an additional 5% credit back to the customer

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 am satisfied with the outcome, however I still stand by all of my statements regarding the condition of the shoes It is a shame that so much time and energy was expelled to come to this decision 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 belowI have got the emails your refer to but they said they couldn't help me...the link to the other item was the one priced at that showed up after you cancelled my paid for item of This is what was upsetting you have the product and you keep advertising it at and then raise it to and then lower it again I bought it again and paid for it and I have attached all the necessary proof your ad my [redacted] receipt my [redacted] receiptI says it was to come yesterday but was not shippedIt shows an item number and my name address through [redacted] [redacted] is my [redacted] id my [redacted] and I have gotten emails from this but nothing about my current transaction just the first one you never sent So try [redacted] or [redacted] I have bought from shoebuy before and have not had any problemsThis is the first time I have used your [redacted] site and it has issues and the customer service said they would call me and they didn't so twice I called and no resultsThank you for addressing this I just want the bag for what I paid for [redacted] can see the transaction when I called them so I am not sure why you cannot see itI called them and they could see it and it there is a [redacted] receipt tooI uploaded a ton of screen shots yesterday please look Regards, [redacted]

We apologize to the customer for any inconvenience experiencedThe customer needs to contact [redacted] Checkout to resolve this issue as this was the method of payment that was used to pay for this purchaseIf customer has the same financial institution, they will simply roll over the refund to customers new accountIf customer has changed financial institutions, the old financial institution will place the refund into a holding account so customer can claim the refundWe 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] Please add your rejection comments below I am very disappointed in Shoebuy's decision not to stand behind their productthey are acting more like a fly by night operation than an established companyI am afraid I will have to recommend to everyone I know not to do business with shoebuyFurthermore my complaint with the Revdex.com will remain for as long as Shoebuy decides to not do right by the customer Regards, [redacted]

We thank the customer for their feedback regarding ourreturn policy and thank them for giving us the chance to look into the rejectedreturnOur return policy states that returns must be made in new orunworn condition, as that is the condition they should be received inWhen thecustomer contacted us regarding their return, they had stated that the shoe wastoo bigDuring processing, we found the shoe to show signs of wearWe haveincluded pictures of the shoes to show this and we are unable to accept thereturn back due to the condition of the shoesWe want to assure this customerthat our decision to reject this return was made carefully and in accordancewith our guidelinesOn July 16th, our site was updated to show the newpolicy to make sure customers would know in advanceOur homepage says “freeshipping + free exchanges” and the entire policy is listed under the Returnssection 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 returnpolicyOur policy enables our customers to choose from any items in ourinventory until we find an item they’ll love – more than 130,items –whether that’s a different shoe or perhaps a bag or coatIn the event theyprefer not to exchange for a new item, there is a restocking feeWe understand that this customer is disappointed with ourpolicy, 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 totry

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 still can not accept that I have seen these shoes too They are not worn or damaged I will send you pictures of them also Let me know Regards, [redacted] ***

We would like to thank this customer for shopping with us and we apologize for this frustrating experience We are also sorry this customer was given incorrect information at the beginning of the call about the restocking fees as we are not able to waive fees unless exchanges are done The representative this customer spoke to is new and when the representative spoke to a supervisor she was advised we could not waive the feesOur return/exchange policy which went into effect on August 1, enables our customers to choose from any items in our inventory until we find an item they will love – more than a million items – whether that’s a different shoe or perhaps a bag or coatIn the event a customer prefers 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 have multiple call centers and our representatives are able to communicate with team leads and supervisors at their location and at other locations via an online chat program We have more customer service representative then we do team leads and supervisors so many times they will be working with multiple representatives at the same time and are unable to take phone calls This is why when the customer asked to speak to a supervisor the representative told the customer one was not available at that timeWe have emailed the prepaid [redacted] return labels to the customer and have requested their email be removed from our mailing list We would like to advise this customer it can take up to days for this removal to be processed We understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may causeShould this customer opt to exchange for any item on our site, we’re happy to help them find new styles or items to try

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]