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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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Ordered several pairs of shoes over few years. Previously when needed to return was easy and full return, no restocking fees. Ordered a pair too small, returned and ordered larger.
Charged restocking fee. Replacement pair still too small, charged restocking fee.
The reason I didn't set up return as exchange, last time I tried that shoebuy was impossible to deal with. Wait 3 weeks for the replacement pair.
Glad shoebuy is losing lots of customers.
I'd rather pay for return shipping than restocking fee. I will never buy from this site again unless they change this policy.
Darren, shoebuy started this new policy. It is shoebuys fault that so many are no longer customers and feel as they do. Sounds like those that started the site failed to understand how much the free returns would cost them. Their failure can cause shoebuy site to go away for all I care now. Actually I hope it does.
You recommend for the customer to continue to talk to customer service. That is the biggest joke yet. Your CSR's don't care. I tried to have the other charge removed as I ordered another pair. You shouldn't mislead others by your trying to "save face" to your employer. Glad that many see right through those games.
You want your customers to return? Bring back the free returns
I have purchased several pair of shoes from this company over the years and love that they have fast delivery for the free shipping you get (about 5 days). I have always been happy with what I receive, so I have not had to deal with their return policy. So as long as you can get a coupon code, free shipping, and don't have to return or exchange anything... you get a great deal! I will continue to buy from Shoebuy.com.
I'm writing this review while waiting on hold for a customer service rep for the 3rd time. Each time it's been over a 45 min wait. Not only do they take forever to answer the phone, they only have one very annoying elevator music style hold song. I ordered a pair of shoes for my husband for his bday on Sept 5th (it's now Sept 27th). They gave me the wrong pair of shoes. I sent them back for an exchange and got back the same wrong pair I got in the first place. This is the first and last time I'll shop here. Be warned. I wish I looked at their ratings before buying these shoes. Even the people that have worked there gave them horrible reviews on Glassdoor.
Hi Kim,
Thank you for the review. We are truly sorry that you are having difficulty contacting our customer service. We are experiencing higher phone volumes as of late but we are working on this. If you would like to check your private messages we have just sent one onto you.
Kind Regards,
The Shoes.com/Onlineshoes team.
I am a long time customer of shoebuy.com because I have always had trouble finding shoes that fit. Prior to August 2015, I could order several pair, keep what felt great and return the rest with free shipping and no fees. I've spent, literally, hundreds of dollars on their site and recommended them to countless numbers of friends and family. Imagine my surprise when I recently ordered five pair, decided to keep two of the more expensive brands and went to online returns only to find I would be charged $6.95 for EACH pair returned for a refund. An exchange would have no charge. Since I hadn't purchased anything in over a year, it was a complete surprise. I talked to customer "service" but they wouldn't budge and kept referring to the company as "they" which I find suspicious. I'm making the returns for a refund, but you can bet it is the LAST time I will purchase from them.
We're very sorry to hear that this customer was disappointed in our return policy. The restocking fee is listed at the top of our returns page and at 2 locations during check out so that our customers will be aware of the fee. Please keep in mind that exchanges can be made for anything on our website and we have over 60,000 unique items and customer's can keep exchanging until they find something they love!
This company took 3 weeks to get me my work boots that cost me $200 when they arrived the sole is coming off the boots, which isn't there fault but I can't even return them without sending them pictures of the boots and letting them decide if there defective, which will take 5-10 business days.
Worst Company Ever STAY AWAY!
We are very sorry to hear about this experience. It sounds like this might be an international order. For international orders, shipping takes 10-14 business days and we usually ask for pictures for defective or incorrect items. However, the customer is not required to send pictures and is welcome to return them without pictures. If this is not an international order, we recommend contacting customer service because you have received incorrect information. We sincerely apologize again for this disappointment.
This company is disreputable and does not stand behind their products. I bought a pair of Clark's sandals through Amazon and wore them twice only to find out they squeaked when you walked. Shoes.com will not take them back because they say I am past the time frame. First of all, I was out of commission for 2 months due to surgery. Secondly, STAND BEHIND YOUR PRODUCTS. I don't care if it's past 30 or 60 days. If a product is defective, have integrity and take it back or at least let the customer exchange it. You have got to be kidding me! I spent $100.00 on these shoes and they suck! Shoes.com does too.
Hi Michele,
Thank you for the review. We are very sorry that your recent experience with us was not so great. Please check your private messages here as we have just sent one onto you. We would like to see can we rectify this any further and redeem ourselves a little.
Kind Regards,
The Shoes.com/Onlineshoes team.
Don't know why there is so many negative reviews because I ordered a pair of New Balance Steel Toe Cross Trainers all the way from Melbourne, Australia and ordered them on 1 Sep AEST 2016. My only criticism is the misleading line on the order confirmation that states (total to be billed to your Paypal upon shipment) is not true, you pay for the product including currency exchange rate if buying from overseas plus shipping costs upfront. Anyway they arrived in mint condition on the 12 Sept AEST via UPS and so far they fit very nicely and perfectly ideal for my line of work i. E. retail supermarket assistant. I definitely would recommend this company and will buy again if need be.
We would like to thank this customer for his kind words! Customer service is our top priority and we want all of our customers to be pleased when shopping with us!
I WILL NOT GIVE ANY STARS TO THIS WEBSITE. THIS WAS THE FIRST TIME AND THE LAST TIME I WILL SHOP THERE. I am so angry. I paid for 3 day shipping for 2 pairs of sneakers and was not informed that the process will take 3 days and then the 3 day shipping begins. I ordered Skechers and spoke with Paul the manager that was on and he stated that Skechers are NOT on the list for expedited shipping and its not noted on the website! I am BEYOND furious. No apologies or anything just very blunt and not caring at all! Im sure if it was him or his wife waiting for this order he would feel the same way!
Will NEVER order from them again!
We sincerely apologize to the customer for any negative experience they may have had. We would like to reassure the customer that if they paid for expedited shipping, and the shoes were not expedited, that we would gladly refund the shipping paid due to the error.
I contacted the customer service line 4 times today. No one ever came online to answer my call and the longest I waited was 62 minutes. I emailed 4 times to get an order status of an order submitted 4 days ago that is still showing "processing". When I placed order, it showed shipment in 1-2 days. This order is for a special event this weekend, and Shoes.com is not the company you want to order from if you are needing quick, reliable, customer-friendly shipment. GO TO ZAPPOS!
Hi Gloria,
Thank you for the feedback. We are truly sorry you are having difficulty reaching out customer service team. We have been experiencing higher call volumes as of late but it is something we are working on. If you would like to check your private messages we have just sent one onto you.
Kind Regards,
The Shoes.com/Onlineshoes team.
I wanted to give Walter a great review but had a very difficult time finding a place to write a review!. Very junky info on website... Walter was very good to help me, but *******@shoebuy.com gave me little help in writing a positive review of him!
We would like to thank this customer for their kind words about or representative. We apologize that this customer had trouble writing their review.
The email address [email protected] is given as an address that customers can send a review of a customer service experience they had over the phone.
I want to know why my order was cancelled without any notice? Who does this?! I bought the shoes and I went to check my e-mail about confirmation and I look it up and I find out it was cancelled! I even paid to have the item next day shipped and two days later the company cancels the order; no notice or anything... ALTHOUGH waiting to speak to someone in customer service for two hours was a blast!
YOU HAVE THE WORST CUSTOMER SERVICE SHOES.COM
Hi Tricia,
Thank you for completing a review back in August about Shoes.com. We are looking to go back and rectify any issues for our guests. Your issue may have been resolved by now but please check your private messages as we have just sent one onto you.
Kind Regards,
The Shoes.com Team
False advertising.
I just copied this add that shoebuy.com is running, this is a very bold lie! They are charging a restock fee, but their advertising and tag lines read free shipping and free returns. I would never have purchased from them knowing that they were charging $6.95 per pair of shoes for returns. This is horrible and totally deceptive. I will be writing complaint reviews to hopefully warn others of their deceptive return policy. If you don't take them at face value... big bold free shipping, free returns... open up their return policy, read through 2 paragraphs, you will find in small print $6.95 restocking fee... oh, but be sure to note... not per box, but per pair of shoes.
This is their ad on google when you do a shoebuy search!
www.shoebuy.com/contact/customer-reviews
Read Customer reviews and testimonials from Shoebuy.com; shop with confidence and enjoy free shipping and free returns.
We would like to reassure this customer that we do not advertise free returns anywhere on our website. We advertise free shipping and free exchanges. When you click on our return policy, the restocking fee is listed at the top of the page in bold letters in an effort to be completely transparent with our customers.
Our website also shows the following message in 2 places during checkout. "By placing your order, you agree to our terms of use and return policy. Exchanges are free; a restock fee applies to returns." This message includes a link to our return policy.
We are very sorry that this customer is unhappy with our return policy but we would like to reassure them that we do our very best to be honest and transparent with our policies.
This site consistently takes an extreme amount of time to ship their products. It has been seven days since ordering a backpack from shoebuy.com and the product still has not even shipped. I will not be ordering from them again.
All our items are supposed to be delivered within 10 business days. Please note that weekends and holidays are not considered business days. If a customers item is not delivered within 10 business days, this is considered a problem and is outside of our normal policy. In this situation we would ask the customer to contact our customer service line so we can look into the problem and resolve it.
The shoes they sent were broken. I called expecting them to send a new pair and me then send back defective pair. Oh no I had to send them back first and get paid a restocking fee. Horrible customer service from the supervisor who gave 2 $#*!s that I was upset.
We sincerely apologize for any confusion! We never charge restocking fees for defective merchandise. If the customer was charged a restocking fee, we recommend contact Customer Service again so ShoeBuy can look into this.
I really like Shoebuy. I have bought 4 pair of shoes from them in the last 3 months. The walking cradles brand actually fits me in narrow. I have been paying over $100 for sandals. My only complaint is having to pay a restocking fee, if the shoes doesn'the fit.
We would like to thank this customer for her feedback! We always appreciate hearing back from our customers and especially in areas where we can improve. We would also like to remind the customer that, here at Shoebuy, we understand that it isn't always easy finding the right fit. That's why we offer 100% free exchanges with no restocking fees! Customers can exchange their item for any of our over 60,000 unique items and still qualify for the exchange. There are no item or brand exceptions to this policy! Please check our return policy or contact customer service for more information about our return/exchange policy.
I have bought from Shoebuy twice, both times for FRYE handbags, which were about $100 cheaper than other sites with coupon codes.
Shipping was fast on both, I received my package within 4 business days both times.
I kept one bag and returned one, was refunded same day they received my return for the bag I sent back.
I love Shoebuy, have had only great experiences with them and will be back.
We would like to thank this customer for their kind words about our company! We always strive for customer service excellence and LOVE hearing that we have achieved it! We are grateful for customers like Stephanie D. And will continue to work hard to provide all of our customer the high standard of service that they have come to expect from us.
I purchased a pair of work boots from them a few months back. I received them and they were not comfortable. Their site says to return and you will get a refund minus a re-stocking fee. Fine! So they sent me a shipping label and I sent the boots back. Waited for a just a little over a week. Came home from work and the boots I sent back were sent back to me. Called shoebuy and they said they couldn't take them back cause the soles were dirty. You can literally wipe the little amount of dirt off by hand. Their customer service is awful! So I'm out $180 on a pair of boots I can't wear for work. I filed a complaint with pay pal also and they couldn't do nothing about it. Bull$#*! on both companies. These boots are brand new! Shoebuy falsely says all returns accepted. Worst company I've ever had to deal with. Thanks for lying to me and ripping me off of my hard earned money
We sincerely regret hearing that this customer was disappointed in our return policy. We would like to assure the customer that our return policy does not say "all returns accepted" anywhere on our website. Our return policy can be found here: http://www.shoebuy.com/info/returns#policy and states "Items should be unworn and include all original tags"
Unfortunately we cannot take back items that that shows sign of wear or use as all of our items are shipping in new/unworn condition.
I ordered a pair of shoes and after numerous days I used the tracking system of UPS to find they were sent back by the Post Office! I gave them a physical address since UPS was delivering but for some reason UPS dropped them off at local Post Office but I have a PO Box for post office use and therefore they were undeliverable! I was charged $6.95 for return that I never sent. They had my PO Box address why didn't they ship it by that if they new UPS was dropping it off at a Post Office? I'll never buy from them again! After numerous emails I finally got a response that all returns are charged $6.95 no matter the reason! I'm filing a complaint with BBB!
My response to your incorrect reply! I did not have the PO Box on my shipping address only on my mailing address for my Credit Card. That is why I only had my physical address because you said it would be by ground! Doesn't matter BBB has informed me Shoeby will refund my $6.95 so next time get your facts and your company's actions straight before you reply Darren! Another example of how the company doesn't know what one hand is doing compared to the other!
We are very sorry for any confusion this customer experienced while placing an order. Normally all of our packages are sent UPS ground. However, when a customer includes a P. O. box in their shipping address, it triggers our system to send the package to the P. O. box instead of the physical address. This happens even when a physical address is also included. For this reason, we recommend never including a P. O. Box number on the shipping address unless the customer want's the package shipped to the P. O. Box.
We are sorry to hear that there were problems with delivery on this order. The customer would need to contact UPS or the Post Office for more information about non delivery. However, this should be an easy problem to resolve. We recommend simply placing a new order with the correct address. The $6.95 restocking fee would be refunded since this would qualify as an "exchange", the customer would be able to receive the item that was ordered, and we would of course honor all of the same discounts or promotions originally received.
I will never do business with shoe buy again or recommend to anyone. My order has been a headache and a nightmare. Customer service is poor, gives inaccurate information, the tracking information entered was incorrect. I contacted shoebuy numerous times and a few days ago and all of a sudden I have a new tracking number! I have a feeling this was sent a week later because a company error, when I called to cancel the order because of the slow shipping and poor service I would be charged a $7 fee! I have worked customer service for 10 years and discussed refusing the package, she said I still would be charged even know f I said return to sender and did not open the package. Terrible service all around! What a waste of a few hours of my life!
DO NOT PURCHASE FROM THIS COMPANY
We regret hearing that this customer was disappointed in our shipping speed. Unfortunately, we are unable to make any exceptions to our return policy when the item is delivered, as ordered, within our promised 3-10 business days. If there are any mistakes in the order or if the order is delivered late, we are usually able to work with our customer to corrects the order and waive any return fees. Please contact customer service if there have been any errors with your order.
I just want to comment on this. I have the unfortunate job of working at the customer service center for shoes.com/onlineshoes.com.
I must say though the hardworking agents try so hard to fix all the issues caused by this company, its very hard.
The agents are not the problem. Its the company. They limit us so badly on what we can actually do to fix all their problems for the poor customers. I empathize so badly with all the customers, and I truly do my best to help. But, I do agree that this company is terrible in so many ways. They also treat their employees terribly and expect us to help and solve problems for all you wonderful, obey paying customers, but give us so little to work with, not to mention very low pay.
I am truly sorry to everyone that has had bad experiences with this company. We strive to provide good customer service at our call center, but that will never make up for how terrible the company is, and how many problems it has.
I have been with them for almost a year now, and to be totally honest it was a much better company when I first started. But they've become money hungry jerks over time, and I totally understand everyone's frustration. So many workers have left due to the stress of dealing with trying to help you all with all the awful screw ups and problems this company caused for you all. I'm at the end of my rope with this company myself.
My strongest and most sincere apologies to all of you that have had problems, or haven't been responded to, or adequately helped. I truly care and the only reason I have stayed is to try to rright all the wrongs the company has done to you all.
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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Hi Jack! We are so sorry to hear about this experience! If you returned and ordered a larger pair, you should not have been charged a restocking fee because that would have counted as an exchange. Our exchanges are always 100% free because we want our customers to find something they LOVE.