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I lost 23 dollars with a double charge they did to my debit card and am still waiting for a response, since more than a month ago. I sent several emails about this case and talked for one hour to Customer Service. They promised me they were going to investigate and provide more information on this case.
I used to be very happy with Shoebuy.com as they offer a great "ShoeFan Rewards" program. However, can't trust anymore as they are not able to provide information on discrepancies as such...
I've shopped here before & had no idea they recently started charging $6.95 per item for returns. I will no longer shop here.
We would like to thank this customer for their feedback around our return policy. On July 16th our site was updated to show the new policy to make sure customers would know in advance. The policy went into effect on August 1st. Our policy enables our customers to choose from any items in our inventory until we find an item the will love – more than a million items – whether that’s a different shoe or perhaps a bag or jacket. In the event our customers prefer not to exchange for a new item, there is a restocking fee. I can appreciate this customer is disappointed with our policy, but again, should they opt to exchange, we’re happy to help them find new styles or items to try.
I have shopped ShoeBuy for years. They have always advertised free shipping and free returns. And this was true until August when they starting charging a $6.95 "restocking fee".
I receive multiple emails from ShoeBuy each week trying to get me to purchase shoes yet I NEVER received an email alerting me of this major policy change. I called to complain and was told it was "advertised on the website the last two weeks in July". Seriously? What if the consumer isn't on the website for those two weeks? Why weren't emails sent? Why isn't there a banner that pops up before you purchase letting you know of the restocking fee?
Seems like a pretty serious omission to me since it represents a change in the basic policy (free returns). ShoeBuy used to be a favorite site of mine but I will never shop ShoeBuy again.
We would like to thank this customer for shopping with us and we appreciate her 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. At the top of our homepage it does now say “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 her 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 the customer opt to exchange, we’re happy to help find new styles or items to try.
If something is wrong with your order, other retailer will contact you but this company doesnt.
I have requested 2 day air for shipping but processing takes forever so I really wasted money on shipping.
Plus I waited about 40 min. To get to speak with customer service.
I made the mistake today of calling customer service to assist with a return. In the past even though they ship you multiple boxes, they only want to give you one shipping label. My customer service experience today was horrible. The lady had a mild accent but a huge attitude/and hard to understand-snippy is a good description. I would have to hesitate to figure out what she was saying and with no hesitation she would be saying Ma'am? Ma'am? I wanted to say yes I hear you but I have no idea what you're saying. Then she quickly slipped in the return charge was $6.95. I figured there was no point arguing with her and asked to speak to a manager after we finished. The system seemed to lock up on her and she couldn't finish my order. Surprisingly she said there was no manager on the floor. I said I would wait while she looked for one. She came back after a wait and said she found someone and would transfer me. Holding my breath... no one came to the phone. I don't begrudge a more modest return fee like $3.95. I do expect honesty and good customer service. I can do my own online returns much easier and quicker but had one simple question that turned into a nightmare. Shoebuy manages to bombard me with advertisement but not once advertised the fact that they changed the return policy. Just be honest and forthright Shoebuy. When you place an order, put your return charge in large bold type so customers don't lose confidence in your company.
We sincerely apologize for the negative phone experience and that the transfer to a supervisor did not go through. We hope you were able to speak to a supervisor after this.
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 that a customer prefers not to exchange for a new item, there is a restocking fee.
We are very sorry for any disappointment caused by our return policy.
Beware of Shoebuy.com's $6.95 per item "restocking" return fee. This is very non-market and conveniently hidden on their website.
We would like to thank this customer for shopping with us and we appreciate her 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 her 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 she opt to exchange, we’re happy to help her find new styles or items to try.
This company has been so difficult to deal with, that I am actually writing my first review. I ordered 2 pairs of running shoes. I confirmed that they can deliver to a PO Box. However, they chose to ship via UPS that won't deliver to a PO Box. I spent the morning on the phone with UPS and finally got an address change. Only then did I find out that they sent the shoes in separate parcels - one of which shipped, the other of which just had a label created but was never put into a parcel. I spent further time on the phone with one agent (who hung up, I'm assuming accidentally), then a second agent who could not/would not provide assistance. Shoes are the right price, but only if you receive them. Go elsewhere.
Hi Kris! We are so sorry for any confusion. We always ship with UPS but our contract with them allows them to deliver to a P. O. Box. If you did not receive your package due to a ShoeBuy or UPS error then our customer service department can usually issue a full refund for the item.
Again we sincerely apologize for any confusion regarding our shipping policies and hope you have received your items by this time.
More than a week after ordering a pair of shoes, I began trying to track down the order. I tried to sign on to the website several times, to no avail, so I called so-called "customer service" and waited forever on hold. Eventually, I reached a person who sort-of spoke English, who tried to brush me off, and told me to try the website again. After much demanding, I got her to confirm that Shoebuy had my correct address, and give me the UPS tracking number.
Turns out that Shoebuy had addressed the box incorrectly, and had not responded to UPS' requests for a good address. I gave UPS the info, and got the shoes the next day.
I wrote an email to Shoebuy, complaining about their screw-up, and received the most insulting, condescending email back! This jerk "customer service manager" started his email with "just to clarify a few things for you," then went on to explain that:
1) I was too impatient - delivery takes up to 10 days (HELLO, Shoebuy put an incomplete address on the shipping label, and my shoes would NEVER have been delivered, if I hadn't gotten impatient and spent hours tracking down the mis-addressed package.)
2) UPS shipping labels do not provide room for an apartment number. (Really? My address is 19 characters long - that includes the street number, street name, and the apt number; everything else I order on line gets here, and there was plenty of room left on the label. This is not the fault of UPS or the UPS label - Shoebuy didn't address the box correctly. Exactly how does Shoebuy expect their shoes to be delivered if they don't put the customer's address on the package?)
3) The reason that Shoebuy's website would not let me check the status of my order is because I did not join their "rewards" marketing program, so their computer did not retain my email address, and couldn't recognize me as a customer. (This is a LIE - since ordering from Shoebuy, I have been deluged with daily spam marketing emails, so don't even tell me that Shoebuy doesn't have my email addy. Besides, every other vendor I've ever used allows customers to check order status through the confirmation number provided at the time of purchase.)
There are plenty of on-line and brick-and-mortar stores selling shoes. I'll take my business to one that is capable of accurately addressing a package, provides accountability for status of orders, doesn't spam their customers with daily emails after purchase, doesn't lie to customers, and doesn't insult customers.
SHEESH!
Hello Sally! We are very sorry for any confusion about the email you received. I am very sorry for any poor phrasing that caused misunderstanding. I can assure you that we never intended to insult or condescend as customer service is our #1 priority! Again, we sincerely apologize for the experience you have had.
Terrible customer service! I ordered 2 pair of two & neither one fit. Went on line & it was AFTER I received them did I learn about their "re-stocking" fee - - The initial web page offers FREE Shipping & FREE Exchanges - - have to dig a little deeper to learning about their $6.95 re-stocking fee. Tried to call & talk to "person who answered the phone" - - think he may have been in the Middle East - - very hard to understand. I requested to talk to a supervisor - - as well know, they have the power to make customers happy - - he said that was not possible & he would have someone call me - - NOPE, never did. I will NEVER purchase shoes here again (& I own over 100 pair of shoes) - - my money will go to Zappos, Amazon, Overstock, etc. UNLESS I receive some satisfaction (refund of almost $14.00) I will continue to tell everyone I know about this less than customer friendly rip--off!
We would like to thank this customer for shopping with us and we appreciate her feedback about the return policy. Our homepage does say “free shipping + free exchanges” and the entire policy is listed under the Returns section of our Help page.
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 understand that this customer is disappointed with our policy, 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 to try.
At first I was very happy with Shoebuy.com. They had sizes that are hard to find and my order was shipped quickly and accurately. Unfortunately three of the four pairs I ordered were WAY too big and I was unable to wear them. I was aware of their return policy and happy to pay the re-stocking fee for the convenience of not having to travel to stores to find these shoes. We live in a very rural area, at least 1 hour from any major brand name stores. I was shocked when I only received two of the three refunds and was told when I called that the third pair had been rejected for return because the shoes had been worn! I carefully explained that it was impossible for me to have worn the shoes as they were WAY too big. Of course I tried them on but never even left the bedroom. So sorry but cannot recommend them as I thought I would be able to do, they do not stand up to their policies, buyer beware!
We are sorry to hear that you were displeased with your recent shopping experience. While we do strive to provide a pleasant experience for all of our customers we are unfortunately unable to accept the shoes back. Our returns and exchanges policy states that shoes must be in unworn condition to be processed for a return. Our warehouse notified us your shoes were worn and hence not eligible for return. We know this was not the resolution you were hoping to find, however, our decision to not accept your return was made carefully and in accordance with our policies (for your reference: http://www.shoebuy.com/info/returns).
Why didn't the checkout page show we that there would be a restocking fee if returned? Customer Service stinks on this site with rude people. I have bought from them for 10 years and NOW I have to pay a restocking fee per item with no advance warning! No email alert was sent out... it is not listed on the check-out page... told I should have looked on the Help page for returns! Really 10 years of shopping and I should have looked on the Help page now? Zappos for me
We would like to thank you for shopping with us and we appreciate your 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 understand you are disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause. Should you opt to exchange, we’re happy to help them find new styles or items to try.
I ordered from Europe. I had to pay an extra 60% of transport, duties and taxes, informed by the carrier the day before the delivery...
Shoebuy should inform clearly and directly their clients about all costs involved, like others do.
Also, I had no reply to my emails... And phone calls on hold seamed like never ending stories to the point of quitting.
Of course the carrier gave me the option of sending back the article, but with the risk of having no refund I opted to pay and forget. No Shoebuy again for sure! Unless I have a good reply and some kind satisfaction.
(For instance, I had a very small problem with an article from Asia: What did the supplier do? They've refunded without any questions and without having the article back. As simple as that).
Hello Bruno - Thank you for your feedback. We apologize for any inconvenience caused. International orders may be subject to additional charges for duties and taxes by the destination country. These charges are beyond our control. Duties and taxes will be paid on your behalf and subsequently collected from you by our shipping agent. You must agree to pay these charges to receive your order. International customers are prompted to read and agree these terms (for your reference: http://www.shoebuy.com/info/international-shipping) before placing their order. If you would like any further information about our policies or if you have any additional questions about your order, please feel free to contact us at [email protected]. Thank you!
I exchanged 2 pairs of shoes for wrong sizes. Still no refunds although they are very quick to recharge for exchange. Will not buy again.
Hi Trina! We're very sorry for any confusion regarding our exchange process. When you process an exchange online, we process that order immediately and charge you when it ships out so that we can get you your exchange item as quickly as possible. Unfortunately we still have to receive the item you are returning before we can refund you. Again, we are very sorry for any disappointment in our exchange policy. In the future, please feel free to wait until your refund is processed before processing your exchange order.
The Company sent an email with old worn shoe pictures and returned the Shoes that I had purchased to me. The Shoes I purchased and that I have in my possession are NOT the ones pictured. Originally when I received them I tried them on and they were too small so I got authorization to return them. Since I've been a long time customer purchasing several pairs over the years I'm surprised with the company's deceptive practice.
All I can say is NO MORE will I Buy from them
Hello Linda! We regret to hear about your disappointment with our return policy. Our policy states that all returns must be in new or unworn condition and include the original shoebox. Unfortunately we are unable to accept back worn merchandise. We do thank you for your feedback regarding our return policy.
Terrible policy. They offer free exchanges, but when the item you want goes out of stock before your return shows back up they stick you with the restock fee. The reps just laugh and say "that's the way it is." Awful and deceptive company, I disputed the transaction with my credit card and hope they will settle it.
Hello Evan! We are terribly sorry that the item you wanted to exchange for is out of stock. If you wanted to to exchange for an item that is in stock, over 130,000 unique items, we would be happy to process that for you.
If a representative was rude or laughed at you, please let us know so that we can look into that call. Customer service is very important to us and we are very disappointed to hear that one of our representatives spoke to you that way.
Please email us at [email protected] with your order number and the phone number you used when you spoke to that representative.
Again, we sincerely apologize that the item you wanted to exchange for was out of stock.
I purchased on the 9th of October with another pair was added by the system into my cart, so I got 2 shoes, the one i actually want to purchase (size 9) and the other one (size 8). The payment got through with no other layer of confirmation. 2 minutes after receiving the email confirmation, I send shoebuy an email stating that only 1 pair of shoe i want to buy and the other one got charged by mistake. Yet since then i got no reply from Shoebuy, then i send 2 more emailsand got no reply, afterwards, I have tried to call the customer service number 3 times:
ShoeBuy
101 Arch Street, 16th Floor, Boston, MA ******* USA
US: *******414 | International: *******880
Email: *******@shoebuy.com
And the line was always busy or no one picked up. Today is the 14th of October, no shoes arrived at my door. Although on the website it says shipped on the same day. Well im not sure where to go from here. What I want is to purchase the show that I actually want and not the other one.
Hello Ivan! We are very sorry to hear that you have had trouble with your order. We would love a chance to look into this for you. If you could please email us at [email protected] with your order number we will look into this order for you. We look forward to working with you to resolve this issue!
I just got a taste of Shoebuy's abysmal customer service. I explained to a manager that I intended to exchange the shoes I ordered for a different size -- which Shoebuy did NOT have in stock -- and he told me to "find another item" if I wanted to avoid the restocking fee! So BUYER BEWARE. YOU HAVE TWO CHOICES WITH SHOEBUY'S "NEW" POLICY: GET STUCK WITH (AND PAY FOR) THE ITEMS YOU DON'T WANT, OR PAY $6.95 PER ITEM FOR THE "PRIVILEGE" OF TRYING THEM ON AND RETURNING THEM FOR A REFUND. Shoebuy, you have lost a customer who has been with you for over 10 years. And by the way, I found the size I needed on Amazon for 40% less AND FREE SHIPPING AND FREE RETURNS.
Hello Du! We are very sorry to hear that the item you wanted was out of stock. Our exchanges are still 100% free and we have over 130,000 unique items. We are always happy to exchange for any item that is in stock.
We do thank you for your feedback and we are sincerely sorry that our return policy has disappointed you.
I am a long time customer of Shoebuy.com. I just purchased two pairs of shoes, but never received an email confirming the order nor does the order show up under my account online. The shoes did not fit and I needed to return them. I attempted to contact Shoebuy.com by phone last Friday, but hung up after 30 minutes of wait time on the phone. Instead, I emailed the same day. 2 days later, I had not received a response so I emailed again. Still no response a day later, so I called and waited the 40 minutes for someone to get to the phone. I was then informed of the policy changed and the $6.95 per shoe restocking fee. I was told to avoid the restocking fees, I could exchange the items. The problem with that is that since I paid on Paypal, I could not just exchange the items but was told I would need to go online, purchase the items and then call Shoebuy.com to have them credit it once I returned the other items. The last thing I plan to do with this company is put another $300 on my Paypal account. Who knows what new policy they are now hiding that will enable them to keep more of my money. The service agent and supervisor were extremely rude and unhelpful. I wished them both the best of luck as a business that does business this way is sure to go out of business and they will soon be out of work. All in all, a terrible experience!
Hello Karen! I am very sorry for any difficulty you had with our customer service.
Our policies and procedures are listed clearly under the "HELP" tab at the top of our webpage.
Exchanges are 100% free and you can exchange for any item on our website! (Over 130,000 unique items at this moment.)
We can process exchanges for PayPal directly through our website or manually if you prefer.
Again we sincerely apologize for any trouble you had contacting our customer service line.
Shoe buy changed its return policy and now charges a $7.00 overstock fee per pair of shoes returned. The did not make it known anywhere that this was their new policy, unless you want to look where it says in huge letters FREE SHIPPING and then in small letter + exchanges - and then deduce on your own "oh, they must have changed their policy." I called customer service and the two people I spoke with sounded like they were half asleep and speaking to me from their kitchen tables. This company has become SO unprofessional and so NOT customer oriented it is only a matter of time before they are GONE. Do yourself a huge favor and shop at Zappos and Amazon where the customer is treated fairly and with respect! I WILL NEVER, EVER, EVER BUY FROM THIS COMPANY AGAIN!
Thank you for your feedback around our return policy. On July 16th our site was updated to show the new policy to make sure customers would know in advance. Our policy enables you choose from any items in our inventory until we find an item you’ll love – more than a million items – whether that’s a different shoe or perhaps a bag or jacket. In the event you prefer not to exchange for a new item, there is a restocking fee. I can appreciate that you’re disappointed with our policy, but again, should you opt to exchange, we’re happy to help you find new styles or items to try.
Like the other reviewers I was a longtime Shoebuy customer. Suddenly they changed their free return policy to $6.95 without telling their customers. OK, I get that free returns may be killing their profits. I even accepted the fact they weren't up front about it with their customers. But after that everything went to hell with their customer service. I just got off the phone with my bank. I filed a dispute over an order I never received. After hours of phone calls to Shoebuy and UPS with absolutely no help or support from Shoebuy (including surly, rude customer service reps, long wait and hold times) and UPS confirming to me that it's the merchant's responsibility to resolve the matter (which Shoebuy refused to do) I finally decided it was time to throw in the towel. My bank told me they would handle it from this point thankfully.
Hello Cynthia - We are sorry to hear of the experience you have had with us and apologize for the unusual situation with your order. We are committed to making this right for you. Could you please sent an email to [email protected] with your order number? Thank you.
Hello Gisselle! We are so sorry to hear about this! We are not sure how this could have happened. This is the kind of issue that we would usually like to look into to see what we can do. If you have not heard back from the investigation by now we would recommend contacting our customer service department again.
Again, we sincerely apologize for any difficulty you have had with your order.