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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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If I could give 0 minus stars I would, here it is February and I'm still waiting for my REFUND from Christmas, and you cannot get them on the phone! Very disappointed will never order from them again!
I have ordered several times from them. Lowest prices on Sperry and Vans I could find. Orders arrived timely and as requested. Yes, they charge a restocking fee, but so does LLBean and others.
Hi Paul! Thank you so much for your feedback! We always try to provide excellent customer service and it really makes our day when out customers let us know we have hit that mark. :)
Ivanka Trump is a gracious and kind person who operates a very creative company and employees a great many people. You have contributed to the possible downfall of an extremely wonderful American company. This is inexcusable. Do you think I would ever buy anything you sell?
Purchase boots for my daughter when Christmas shopping this fall. When wanting an even exchange for new size they informed me that they could not because I was out of the return window by 1 week. Even though they had the size in stock. Will never order from them again and will tell others of there failure to assist in costumer service. Seriously one week! They even told me they wouldn't help even if it was 1 day.
We are very sorry for any disappointment with our return policy. We normally allow 60 days for returns, and extend that to 90 days for any items purchased from November 1st until December 31st.
Unfortunately, we are unable to accept returns outside of this time frame. Customer Service is very important to us and we sincerely apologize that we were unable to break our return policy for your order.
I have never ordered anything from any other site than Ebay online before I was looking for these specific kind of shoes that I really couldn't find else where, so I came across this website Shoebuy I seen they had my dreamshoes I have been looking for a very long time I decided to order them and I paid for the 5 dollar extra for 3 day shipping and so... a day after i ordered them i looked up the reviews for shoebuy online LOTS of people are making bad reviews for it, at first I was very worried after reading these that i would either get the wrong size, wrong color, wrong kind of shoes, etc but thankfully I got my shoes in about 4 days( processing in the first day) very fast shipping too!
Will not complain at all
Thank you so much for your positive feedback! Customer Service is very important to us and we do our best to make shopping with us a positive experience. We're so glad that we were able to get you your Dream Shoes and look forward to assisting you with any future foot needs as well!
Ordered 2 pair of shoes, and both came the wrong size. Called Customer Service and spoke with someone I could barely understand as she had a very thick accent. I didn't receive shipping labels to return for correct sizes, and asked for express delivery which, I was informed today, could not be done... what a waste of my time and money. The second call to customer service left me on hold for 10 minutes only to come back and inform me of restocking charges?
Disgusted and will never use shoebuy.com again.
We sincerely apologize for any misinformation you received. There is no restocking fee when an incorrect size is accidentally shipped. We recommend contacting ShoeBuy customer service again if you were mistakenly charged this restocking fee.
Will never buy another pair of shoes from you. Please take my name off your mailing list. It was a bad business decision to drop Ivaka Trump's line. She is a classy lady and didn't deserve this. We that voted for Donald Trump can buy our shoes from companies that involve politics in their businesses... Betty Wilson
I had the same issue trying to return shoes and just found out they went out of business abruptly. I guess their poor customer service caught up with them. Anybody need a pair of Saucony men's running shoes size 11.5? HA HA. Guess I'll have to squeeze into them after all.
I will be returning the item I bought (Order # *******) because it was uncomfortable and not at all what I was expecting. More than that though, I am appalled at how uncustomer-friendly their returns process is. I dare say, ShoeBuy must derive a great deal of it's profits from the hefty $6.95 "restocking" fee associated with returns. This, incidentally, is why people often fear buying shoes online-- because policies such as this make trying new products risky financially. I know I certainly have never encountered such a roadblock with Zappos, Amazon, or any of their other competitors. No deal is worth anything if the product is unsatisfactory. And even if I were to take the only other route possible and exchange the shoes, I feel I would simply be roped into buying a second product that I, again, cannot return should it too prove unsatisfactory.
Terrible experience, I will NEVER shop here again!
We are very sorry to hear that this customer was surprised by our restocking fee. The fee has been listed in our return policy since July of 2015 and is on our website in 2 places during checkout in an effort to make our customers aware of the return policy before they place an order. Unfortunately, we are not able to waive fee's for returns but we do have a completely free exchange policy. Exchanges can be made for anything on our website, at no cost. With over 60,000 unique item, we are sure we can find the right match for anyone; and you can keep exchanging until you find that perfect fit! If a customer prefers to return, we are happy to help make that an easy experience as well.
I PURCHASE A SALVATORE FERRAGAMO MEN SHOES. I PLACED THE ORDER AND THEY CHARGE MY CREDIT CARD AT THE MOMENT BUT THEY DONT SHOW ANYTHING ABOUT THE SHIPPING UNTIL YOU PLACE THE ORDER! AFTER THEY TOOK MY MONEY I CALLED AND THEY TOLD ME THAT THE SHIPPING COULD TAKE UP TO 10 BUSINESS DAYS! I DECIDED TO WAIT SINCE I LIKE THE SHOES AND THE PRICE BUT AFTER 5 DAYS WITH NOTHING I DECIDE TO CALL AND THEY TOLD ME THAT MY ORDER HAS BEEN CANCELLED! THEY NOT EVEN CALL OR EMAIL ME TO LET ME KNOW THAT MY ORDER HAS BEEN CANCELLED! I STILL NOT RECEIVE MY MONEY BACK AND I CANT BUY ANYWHERE ELSE BECAUSE THEU HAVE MY MONEY! DONT BUY FROM THIS COMPANY AT ALL!
We do not currently sell any Salvatore Ferragamo on the ShoeBuy website. If this comment is referring to another company, then we recommend contacting that company. We can only offer Customer Assistance for Shoebuy related orders.
What is wrong with the website? Everytime I tried to go to shoes.com it shows this "The server encountered an internal error or misconfiguration and was unable to complete your request. Reference #3. A101fea*******985. 2e2a5145"
They ripped me off. Charge me three times for the same order. Customer service didn't understand English. On hold over an hour and then disconnected. Visa took care of these scammers. The bottom of the barrel. The worst of the worst.
Hi Sue! We are very sorry to hear about the misinformation you have received. Orders usually pass the cancellation window within a few minutes of an order being placed. After that, we are not able to guarantee cancellation but we can still try reaching out to the supplier. We also offer Supervisor call backs if no Supervisor is available at the time of your request. If you were told that the order was cancelled and that you could not speak to a Supervisor, then we recommend contacting Customer Service again so we can look into the order and find out what happened. We sincerely apologize for this unusual and unpleasant experience you have had.
I've been a loyal customer of them for many years. My wife and I are runners so we go through a lot of shoes at@ $100 a pair. One of the reasons we shopped with them were their free returns. Imangine my surprise today when I went to return a pair that didn't fit right and got charged a $6.95 "restocking" fee. I've returned shoes over the years without an issue. I called when I saw this new fee to see if they would wave it since it is something that is new. Not budging. They are very cluless on how to keep good customers. Luckily there are still plenty of other shoe companies that offer free return and they will have my business. I've boughten my last pair of shoes from Shoe Buy.
We are very sorry to hear that this customer was surprised by our restocking fee. The fee has been listed in our return policy since July of 2015 and is on our website in 2 places during checkout in an effort to make our customers aware of the return policy before they place an order. Unfortunately, we are not able to waive fee's for returns but we do have a completely free exchange policy. Exchanges can be made for anything on our website, at no cost. With over 60,000 unique item, we are sure we can find the right match for anyone; and you can keep exchanging until you find that perfect fit! If a customer prefers to return, we are happy to help make that an easy experience as well.
Its been 20 days since I placed my order and I have sent many emails, I am unable to acess the email that was given when the shoes were purchased and so have no clue about when they should be arriving, my card has been charged but no one is bothering to reply to my emails? Honestly the worst service ever. I will be making a phone call later in the week.
Hi Victoria! We are very sorry to hear about this experience. Items are supposed to take 3-10 business days to arrive for U.S. orders and 10-14 business days for international orders. Please keep in mind that weekends and holidays are not business days.
If you have not received your order within this time frame, please contact our customer service department so we can investigate this.
I called shoebuy customer-no-service and talked to a very rude woman named Makita (like the power tools -- she's a tool, alright). I informed her that there was no disclosure of a $6.95 restocking fee in the return info on the back of the packing list.
She said, "it is on the website". I told her the packing list says "free returns". She replied, "returns are free, the $6.95 is a restocking fee". It was at this point that I slammed down the phone.
F-YOU SHOEBUY!
Hi Barnard! We would like to sincerely apologize for any misinformation you may have received. ShoeBuy does not offer or advertise free returns and our complete return policy can be found on our website. We offer free shipping and free exchanges but all returns that are not exchanged, incur a $6.95 restocking fee. This policy has been listed on our website since July of 2015.
We do appreciate your feedback and thank you for taking the time to tell us about your experience.
Like most people, I wish I had read these reviews before I purchased. Shoe buy.com is making a profit off their "restocking fee", and you can not exchange based on the dollar amount. You have to exchange item for item. It's a scam.
Hi Jessica! We regret to hear that you were disappointed by our restocking fee. Our return policy can be found under the HELP button on our website and includes a 100% free exchange policy. Exchanges can be made for ANY item in stock on our website, even if it's just a pair of socks, and there will be no restocking fee.
Bought a pair of Van SK-8's for my daughter for Christmas. Returned due to wrong size. Several weeks later instead of a refund I received the same shoes back. Assuming it was an error I called hoping to be sent a new shipping label. I was informed that mt return would not be accepted and I was not eligible for a refund because I taped the shipping label to the shoe box and it was therefore "damaged'.
The shoes are never worn, tags still on, and the box has only slight tape residue and is in otherwise perfect condition but they will not give me back my money.
2 calls to customer service only left me frustrated.
Very disappointed. I will not be back And, for the record, they charge a $6.95 restocking fee on all returns which I find ridiculous
Hi Michelle! We are very sorry to hear that your return was rejected. Unfortunately, our return policy states that we need the shoebox back as part of all returns. If the Shoebox is damaged then we are unable to accept the return. We always recommend putting your return in a larger shipping box to avoid damage while shipping.
I have 2 open orders placed 1/7/17 and 1/11/17. I received one item from the 1/11 order. Still waiting for a shipment confirmation on the other items.
I ordered from them in the past with no problem.
Hello Jo!
Orders shipped within the United States take 3-10 business days to be delivered and orders shipped outside of the United States take 10-14 business days to be delivered.
It looks like today is the 9th business day since the 7th. If you have not received a shipping confirmation by now, we recommend contacting our Customer Service Department so we can check your order for any problems.
I wish i had read these reviews before placing my order, i will never use them again. Terrible customer service
Hi Patti! We're so sorry to hear the you had a negative experience. We are Customer Service is very important to us so we would love to hear your feedback. Please feel free to email [email protected] if you would like to share your experience with us so we can improve from it!
Told me returns were possible but shoes ran larger than usual and they refused my return even though I was told by phone that it shouldn't be a problem. Bye Bye Shoebuy!
Hi Jack! We're very sorry to hear your return was rejected! We process a high volume of returns daily but we do have a return policy and cannot accept all returns. You can view our return policy under the HELP button and any phone representative should be able to provide you with more information about why your return was rejected.
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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Hello Roberta! It should not take that long to process a return so we would like to look into this. If you have been having trouble calling, then you can try sending an email or messaging us Facbook or Twitter!