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Shoes Reviews Summary
The company's reputation is significantly marred by persistent customer service issues and a frustrating return process. Many customers report long wait times and ineffective communication, leading to dissatisfaction and a lack of trust. While some reviews highlight the quality and comfort of the products, these positives are overshadowed by complaints regarding incorrect orders, inadequate support, and hidden fees related to returns. Overall, the sentiment reflects a growing frustration among customers who feel misled and undervalued, prompting them to seek alternatives from competitors known for better service.
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Shoebuy are probably the most unprofessional company I've ever wasted hard earned money on! They wouldn't honor their warranty on a pair of boots that cost 349$, the supervisor Paul P, he would not give me his last name, was very condescending, in short I will never do business with them again and will post this review on as many review sites as possible.
Too many options,,,,, why waste your time buying from a seller that has a sense of deception. It is not free returns,,,, they charge a restocking fee,,,,,
Stay away from this company. Do not order. Tried to return the wrong size shoes and they act as though they have no idea what the hell is going on. They returned the shoes to me. Not only did they send them back without the box but they took the tags off and claimed I had worn them outside. Now according to their return policy without the original box and tags I cannot return the shoes. LIARS and THIEVES.
I have never paid a restocking fee from any online company until now! I will not be doing business with shoes.com.
Charge a $6.95 restocking fee, the shoes I ordered run smaller than normal sizes. Not happy with this charge, I wil not be using shoes.com again.
I have shopped on line for many years, and have never experienced worse treatment than I did with Shoebuy.com. I ordered a pair of shoes, and my daughter tried them on. She wore them around the house for a few minutes, decided they were too big, and returned them (and I paid for and ordered a smaller size). I called the company to walk me through the return process, which they did. I followed their instructions and sent them back with the shipping label - and Shoebuy returned them and refuses to refund my money. They said that the shoes were worn - when I explained she had worn them around the house for a few minutes- the rep said that constitutes being worn. So don't try on the shoes if you want to return them! And they said the box was damaged in the return process. The box! Clearly I didn't damage the box - UPS must have. And the shoes were in a shoe box in a shipping box - but I only returned the shoe box. WHAT?!?!? I will never use this company again and I urge everyone to use great caution when dealing with them.
I ordered a pair of shoes and was sent the wrong size. I called and asked for them to fix their mistake and they will not give me my money back until they receive the other pair. I have to place a new order. So I have to pay twice when they gave me the wrong order. The women I talked to were incompetent and I could barely understand them. (Coming from another woman)
Shoebuy I purchase a pair of KEEN 13 2E When they arrived my husband then worn them to work. We have purchased 7 other KEEN boots all 13 2E. When he returned home he had blisters. I then compared the boots to his other Keen 13 2E's Not even close to 13's. I then returned the back to shoebuy within the week. I just received them back UPS 5/5/17. They said it was past the 60 day return policy. Which it is not I purchased them 3/24/17 today is 5/8/17. Secondly there other reasons were and I quote ( Boots worn, soles dirty, leather scuffed unable to resell original box damaged.) To kidding they were worn a day. And not dirty I just wiped them down with a towel the look new. No scuffs or dirt. Yes I wrote on the box. Wrong Size. I then called Shoebuy they will not take them back. $167.96 and the boots are useless to us. Stay away from shoebuy.
Shobuy.com uses UPS to ship and they will not deliver without collecting all the fees. By the time you pay shipping, duty, brokerage fees, taxes and calculate the dollar differential you will pay aprox double for the same shoes you can buy locally when they come on sale (usually once a month). I learned the hard way but you don't have too!
We would like to thank this customer for posting their feedback and apologize for any disappointment with our shipping procedures.
Unfortunately, we have no influence over any duties or taxes that your country may charge for International orders. When placing an International order, our website calculates the total amount that Shoes.com (Previously Shoebuy.com) will charge but we cannot calculate any charges that your country may charge. We understand that this may prevent many International customers from placing orders with us, and that is why we require all International customers to check a box indicating that they have read and understand our International Shipping policies, before they are able to place their order.
Again, we appreciate all feedback that we receive and thank the customer for taking the time to share their feedback with us!
I purchased a pair of running shoes in my usual size and after wearing them less than an hour in my house and one trip in the garage, I lost sensation to all of my toes. The toe box was extremely narrow. I then requested an exchange for a full size larger. After my order was complete, the small shoes were returned to me with a note which read, "Merchandise has been worn/used" and "unable to resell."
These were shoes that were never worn outside and were honestly on my feet for less than one hour because I couldn't feel my toes.
I called customer service to explain this and they would not accept a return. Do you honestly think I was wearing these too small shoes around town for several miles of walking when I ordered a full size larger for an exchange?
This, copied from the website is the official return policy, "If you are not happy with your order, we are happy to accept a return or an exchange." The website states this, however the company neither honors this nor practices this.
DO NOT BUY FROM THIS WEBSITE--- AVOID
We would like to thank this customer for their feedback and apologize for any disappointment caused by our return policy.
Unfortunately, we are only able to accept returns that are still in new/unworn condition. The warehouse will automatically return any shoes that are returned with signs of wear and tear, after taking pictures of the wear.
Please contact customer service to request an "Image Review" if you believe your shoes were wrongfully rejected.
Was a loyal shopper of shoebuy until i had to call customer service. Very unprofessional. The operator (janee) wanted to argue with me. Sorry shoebuy... i will take my money elsewhere.
I didn't read ANY reviews on this company before I bought the sandals. SHAME ON ME! AND - I usually do that with most, if not all, of my purchases. The product was received in a timely manner - but when I opened the box, the smell of Naugahide ( FAKE LEATHER) permeated the air. The Jack Rogers sandals are CRAP. I am so mad at myself for falling for the "savings". I should have known - too good to be true! I called to return them as a very unsatisfied customer ( the plastic leather was coming apart on the sole) and they would NOT remove the shipping or the restocking fee! Kept repeating " We will have the warehouse determine that, once they look them over." SERIOUSLY? For $94.00 ( I'm ashamed to even admit I paid that much for a sandal) these are NOT worth the savings you think you are getting. Shame on you Shoebuy. You guys suck.
We sincerely apologize for any disappointment this customer has experienced with the quality of the item they ordered. We would like to reassure our customers that this brand ships directly from the Manufacturer and are Authentic Jack Rogers sandals. We are very sorry to hear that the customer was unsatisfied with their order and are happy to offer a free exchange or return under our standard return policy.
Unfortunately, the restocking fee can only be waived if an exchange is placed or if the item is considered incorrect or defective. We are happy to review returns for defects once we receive them in our warehouse but cannot guarantee the results of the review until the item has been received by our warehouse.
I purchased a pair of boots that didn't fit well. I ordered another size. I asked if I would be charged a restocking fee as long as I returned one and they said no. I returned the second pair because they were faded and worn in compared to the first pair. I was charged a restocking fee. I explained it to a supervisor and they refused to refund me the restocking fee.
We're sorry to hear that this customer was disappointed in our return policy. The restocking fee is listed at the top of our returns page in bold letters, and in two places during the checkout process in an effort to keep our customer aware of all of our policies. Unfortunately, we are only able to offer free exchanges and are unable to waive these fees for just returns.
I ordered 2 pairs of shoes and received an email telling me that one pair has been cancelled. I called to clarify and was told that they are no longer in stock. I was very upset because I planned on receiving these shoes next week and need them for a wedding. I said that I don't understand how it takes almost a week to notify me that something is out of stock. The customer service representative then argued that it hasn't been almost a week... It's been 5 business days, which is almost a week to me. She then told me that I needed to look at this from a bigger perspective than my own. My understanding from this conversation is: Do not rely on shoebuy to fulfill the order. If you find something you like but don't really care if you ever receive it, go ahead and order. Shoebuy feels no responsibility to fill orders.
We are so sorry to hear that you did not receive the excellent standard of customer service that we strive to provide. Unfortunately, because of how things ship, we are sometimes informed by the supplier that an order cannot be fulfilled due to being out of stock. In these situations, we usually try to cancel as soon as possible so the customer will have their money back as soon as possible. This is a rare occurrence and we sincerely apologize for the inconvenience it causes.
Don't ever buy something from them. They deserve -0 stars. They are horrible, just horrible. They send defensive shoes and then they charge you $6.95 refund for there own mistakes. Who does that. Shoebuy you should be ashamed what you are doing to your customers. Shame, Shame on you. Horrible company.
We regret to hear about any misinformation you may have received. You should not be charged any restocking fees for a defective item, and we do not charge shipping for any item returned within our 60 day return policy. Based on this information, you should receive a full refund for the shoes. Please contact our customer service department again with this information if you have not received a full refund.
Shoebuy sent me a pair of $70 Minnetonka moccasins that had holes in them. Inv# ******* HOLES that were NOT supposed to be there! They will not help me fix this problem and just keep insisting that I use their messed up return policy that charges me for their mistake! And I have to schlep the package back to the PO or whatever. Do not use this company... they do not care about their customers!
We regret to hear about any misinformation you may have received. You should not be charged any restocking fees for a defective item, and we do not charge shipping for any item returned within our 60 day return policy. Based on this information, you should receive a full refund for the shoes. Please contact our customer service department again with this information if you have not received a full refund.
I placed an order with shoebuy because they were $10 less than from Amazon. But when they arrived I had to pay 50% more in duties. I order things from the US all the time from other websites and never have to pay duties. Plus, duties should not cost half of what the item is worth.
We're very sorry for any confusion regarding our international shipping policy.
ShoeBuy will usually charge for shipping to an international address, but we have no control over any duties, taxes or customs that your country may charge for international shipping.
You can read about our international shipping policy here: https://www.shoebuy.com/info/international-shipping
For your convenience, I am also including the terms that pop up when placing an international order. No international order can be placed without clicking a box indicating that you read and understood these terms.
Terms for International Shipping
Please check the box below to confirm you have reviewed and accept our terms for international shipping (orders being shipped to a destination outside of the United States):
• International orders may incur duties and taxes at the discretion of the country you are shipping to.
• The Recipient (the person your order will be shipped to) is responsible for all applicable duties and taxes associated with your order. Upon delivery, our international shipping partner will arrange to collect all applicable duties and taxes from the Recipient.
• Shoebuy only collects merchandising and shipping charges at checkout. Your Shoebuy.com order total DOES NOT include applicable duties and taxes.
• Due to the additional expense of shipping internationally, please verify that your order includes only those items you intend to purchase before completing your order. Shoebuy offers free shipping to U.S. addresses only.
• You are responsible for any additional charges to re-ship or forward your package if the package is undeliverable due to an incorrect shipping address.
• You are responsible for the expense of return shipping and any related duties and taxes. Shoebuy offers free return shipping from U.S. addresses only.
By clicking the Place Your Order button and completing your order, you agree to the following statements:
• I agree to reimburse the shipper for any duties and taxes incurred to transit customs.
• I agree that if the recipient does not accept delivery, I authorize Shoebuy to bill me for all costs incurred for return shipping, including duties and taxes.
• I authorize Shoebuy to charge me for re-shipping any items that the shipper fails to deliver due to an incorrect shipping address.
I would give them 0 stars if I could! This company is very deceptive! DO NOT trust them! On the homepage of the website they state Free Exchanges and No Worries! However if you want to return a pair of shoes then they charge you a $6.95 restocking fee per pair! They hide this information in small print under the help menu 3 levels down. There are numerous other online shoe companies that will not charge you to return a pair of shoes that does not fit. Support them!
Hello! We are very sorry to hear that you were disappointed in our return policy. We do offer free exchanges and exchanges can be made for anything on our website. With over 60,000 unique items we are sure we can find the right match for anyone! Unfortunately, we are unable to offer free returns. We would like to reassure you that we do not hide this information on our website. This fee for returns is listed at the top of our return page in bold letter and also in two places during checkout so our customers will be aware of our return policy before purchasing.
After 5k views on this site, FBI complaints and countless internet complaints, this company is still ripping people off. Don't buy from shoebuy!
Hi Paul! If you were only returning and not exchanging for something new, then you should not have seen any new charges from us. If you have new charges from us, please contact our customer service department immediately so we can investigate this.
Horrendous customer service. Its hard to even rate it because they don't even reply to emails. The phone reps are arrogant and clueless. PLEASE GO ELSEWHERE. Save yourself time and money
Hi Rob! We respond to every email we receive but this may take longer than a phone call would. We are very sorry that you had a negative experience reaching out to us and we would like to look into this. Please feel free to send an email to [email protected] with more information so we can look into this.
From the business
Founded in 1996, Shoes.com is committed to offering customers an unparalleled shoe-shopping experience beginning with a truly outstanding selection of the hottest styles from must-have brands like Converse, dolce vita, Michael Kors, New Balance, Sam Edelman, Vans and hundreds more. Other perks include free shipping and exchanges, 60-day returns and real-time order tracking.
In 2014, Canadian investor Roger Hardy acquired Shoes.com and brought with him more than fifteen years of e-commerce experience and the support of investment fund Hardy Capital Corporation. Shoes.com joins fellow Hardy Capital brands OnlineShoes.com, the first American online shoe retailer, and SHOEme.ca, one of the fastest growing eCommerce companies in Canada.
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
We sincerely apologize for any frustration caused by our return policy.
Unfortunately, our return policy states that items must be returned with the original shoebox and must be returned in new/unworn condition. We normally recommend trying your shoes on in a carpeted area to see how they feel. If our warehouse receives shoes that shows signs of wear or use, or if the shoebox has been damaged by the customer, then the return is rejected and sent back to the customer. This is not a common occurrence and we are very sorry that this has happened.
If a customer believes their return was rejected wrongfully, we encourage them to contact our customer service department and request an image review. Our warehouse always takes pictures of rejected returns and we would be happy to review those pictures for any mistakes.