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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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Shipping too late, package damaged both the packaging and the inside shoe box, poor customer service... did not do anything with my complaints.
I was a regular customer but the restocking fee quietly instituted in August is ridiculous! Yes, you can have free exchanges, but it will take 3 weeks to get the exchange. Who has that kind of time available when purchasing for a special occasion or for kids who have outgrown their shoes?! Each maker has different sizing, so you need to order more than one size. You are then out of luck, because it will cost you too much to send them back to be "restocked". I ended up selling and giving away shoes, rather than pay Shoebuy! No, thank you! I will buy from them no more... there are many, many better options out there - both online and brick and mortar.
Good bye forever, Shoebuy!
We would like to thank this customer for their feedback. Our policy focuses on free exchanges because we’re certain we can find the right match for our customers. But if they prefer to return an item we have made the process as easy as possible. We would like this customer to know if they need an item quickly they are more then welcome to order the exchanged item which we will process and ship out. We will then credit the customer back when the original item is returned.
What a duplicitous company to advertise "free shipping and exchanges" only to charge a restocking fee upon return! They can explain it all away as much as they'd like, but I, for one, will use Amazon, Zappos, or any other of the reputable companies who make good customer service a priority rather than trying to eke out an extra $6.95 for each purchase. P.S. "Darren I", the customer service rep, answers everyone's complaints with the same "cut and paste" response. This should give you some idea of the kind of company Shoebuy is!
We would like to thank this customer for shopping with us and we appreciate the feedback about the 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 that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause. Should they opt to exchange, we’re happy to help them find new styles or items to try.
Fellow Shoe Shoppers - please be advised that Shoebuy.com charges a $6.95 restocking fee PER PAIR of shoes returned. I recently ordered a pair of shoes in two different sizes so that I could try them. In order to return the pair that didn't fit I was charged $6.95 restocking fee plus the cost of returning the shoes, $12.00, for a total of almost $20.00 to return a $37.00 pair of shoes. Zappos, nor any other company that I deal with online does this. Ripping customers off is how they make their money,. Never again.
We would like to thank this customer for shopping with us and we appreciate her feedback about the return policy. 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 order 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.
I have ordered many shoes from Shoebuy.com during the last 10 years. Recently I ordered two pair of sandals because you don't know how a manufacturer's shoe will fit. Neither fit my foot properly. I went online to return the shoes and found a new restocking charge. Clearly they did not communicate this to existing customers when ordering. I looked at the website and it is no clear that only exchanges are free. I am very disappointed in customer service and this new policy. I will not be using them again.
We would like to thank this customer for shopping with us and we appreciate the feedback about the return policy. Our policy has been in place since August 1st, 2015. We updated our website back on July 16th, 2015 to show the policy and to make sure customers would know in advance. Our homepage says “free shipping + free exchanges” and the entire policy was announced and listed under the Returns section of our Help page. Our policy now focuses on free exchanges because we’re certain we can find the right match for our customers – whether that’s a different size, color or completely different item altogether. We’ve also worked to make returns as easy as possible – though if no item is being exchanged then there would be restocking fee. We understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause. Should they opt to exchange, we’re happy to help them find new styles or items to try.
I like some of their boots, but after reading the horror story reviews, I purchased from a different retailer. Buy from Amazon, zappos, 6pm or other shoe site. That's what I did and had no problems.
We want to let this "future" customer know that we work very hard to help every customer. We have been around for over 15 years and are one of the largest online retailers. The reviews this "future" customer sees is a very small percentage of our customers and we suggest that this "future" customer give ShoeBuy a try and see for herself!
Great online site for shoe shopping. Description of shoes is very detailed and helpful. Returns or exchanges are easy.
Thanks Renee for the great feedback! We will look forward to seeing you again! Have a Shoe-per day!
This company changed their return policy. I have purchased from them before and they were always free shipping and returns. I found out the hard way after purchasing 3 pair of sandals and needing to return 2 pair... Now a restocking free appears. If the website still showed "free returns" then the company should honor that
We would like to thank this customer for shopping with us and we appreciate the feedback about the return policy. Our website has not shown "free returns" since July 16th, 2015 when 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. 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 they opt to exchange, we’re happy to help find new styles or items to try.
I fine the shoes to be very stylish at a good price and shipped in a timely maner
Hey Verdell,
Thank you for sharing your experience with Shoes.com
We are delighted to hear you found some stylish shoes on our site and at a good price.
Please feel free to reach out with any further inquiries.
Kind Regards,
The Shoes.com Team.
The shoes arrived in a dirty dusty shoebox with no padding to keep it from shaking around inside the outer box. The store has limited selection/sizes, yet if you need to get a different size there is a re-stocking fee unless I exchange it. How can I exchange it when you don't have other sizes in stock? Clerk was indifferent. I asked to speak with a manager but was put on indefinite hold. If I don't accept the other shipment that hasn't arrived yet, in case they don't fit either, probably they'll charge re-stocking fee either way. No mention of re-stocking fee that I saw when buying. I will not be back. Ever.
We would like to thank this customer for their business and are sorry about the experience they have had to this point. Our return/exchange policy allows a customer to exchange for any item on our site and we allow 60 days for a customer to return an item. This means they can wait to see if a certain size and style comes back in stock or pick from over 1400 different brands until they find the perfect item. We understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause. Should they opt to exchange, we’re happy to help them find new styles or items to try.
They sent me someone else's shoes and now I can't find out where my shoes are, never a supervisor available. The customer service rep was very rude. I will never order from here again. I will stick with Zappos,, I was told on 2 separate occasions A supervisor would call me back 14 days later, still waiting
We are very sorry for any problems the customer has had with their order. If a Supervisor is not available, we recommend asking for one to call you back within the hour.
First off, their "free shipping and returns" is b. S. They charge you a "restocking fee". Their "expedited shipping" I paid extra for took OVER two weeks, and as I travel full time I was no longer at that address. That was specifically why I paid for expedited shipping. When I tried to redirect via UPS (which I have done before with MyChoice UPS services, super simply I might add) they wouldn't let me. UPS said they would, but the seller had to allow it. Shoebuy would not. They weren't delivered for another 8 days after THAT point so it's not that it was on the truck or anything. Instead, customer service is trying to tell me someone there (at the resort where I was staying) was going to have to mail it to me. Uh, yeah right, that's going to happen. So I had to call the place I was staying and make sure they refused the shipment.
This was on an exchanged item. The cherry on top is the jerk at customer service that handled (haha) the exchange. First he tried telling me I was going to have to ship the item BACK across the country to my mother (she purchased the item for me as a Christmas gift. It did not fit. They did not want to allow ME to exchange but wanted to insist that she, who is 3,000 miles away do it, but the exchange deadline was in 3 days.) and make her do it. Um, no, if I'm mailing it anywhere it can be straight to you, you moron. I've already paid $16 for her to ship me the flipping LID TO THE BOX so you would accept the return. Then when he said he was going to do a refund and complete a new purchase for the item I wanted, he started entering an item number. I said "how do you know what item I want"? He immediately started tripping over his words and then said to me "if you want to shut your mouth long enough for me to talk I'll tell you." WTF?!? First of all, I wasn't talking over him at all. He was offering lots of silence in his slow, bored speech. But even if I had in theory been doing anything resembling talking over him, are you $#*!ING JOKING ME?!? This is how you speak to clients? I will never, ever, EVER purchase anything from this company again. EVER.
We want to thank this customer and are sorry for their experience shopping with us. We apologize for what sounds like misinformation being given to this customer as we always work with customers to change address. We are happy to send a return label to any email address for customers to ship their packages back and we never use any type of item numbers for our items (we always go by the item name and style).
We want to make things right and would be happy to assist this customer please feel free to send an email to [email protected] with your order number? Thank you.
This company will rip you off. They will charge for expedited shipping and then take an additional week before shipping the shoes. Forget it if you need to return anything because you will charged a $6.95 restocking fee for each item. Very rude customer reps as well!
I am very sorry for any confusion regarding our shipping times. You can view our delivery information here: http://www.shoebuy.com/info/shipping#delivery
We are very sorry that you were disappointed in our return policy. Our returns do incur a $6.95 restocking fee but we do have 100% free exchanges because we understand that it can be hard to find the perfect fit online.
I didn't pick this site other that it popped up first so your response is a little weak if anything, I did reorder and your company didn't stand behind the product maybe you should look at the thought's of all the reviews and maybe revise some of the policy's instead of being a parrot for a crooked company like shoe buy
We would like to thank the customer for their feedback regarding our return. We regret hearing that he was disappointed in our return/exchange policy.
We offer free shipping and free exchanges because we understand that finding the right item can be difficult and we want our customers to find their perfect match.
If our customers do not wish to exchange, we try to make returns as easy as possible as well. However, if the customer is only returning an item, then we do charge a $6.95 restocking fee.
This policy is listed clearly on our website and can be found by clicking the big "HELP" button on the top right of our page.
Again, we apologize for any disappointment caused by our return policy.
I wrote a review explaining that I ordered 2 pairs of shoe. I did not get one of them I let them know straight away. They launched an investigation with UPS and made me wait for the results. I had to wait 1 1/2 months to finally get a reply stating that UPS said it was delivered. I already knew that UPS stated that it was delivered! That is why I said that it showed delivered, but it was not there. I don't understand this, I paid for the product and somehow it either got lost, delivered accidentally to another persons door. Etc. They have provided no proof of it being received by anyone. This is why you have insurance and cover the customer. This is the only company that will make you pay if it gets lost in the mail. I am disgusted with their shady business practices and horrible customer service. If you call to ask for a supervisor they will not give you one and will not even give the name of one. This shows that they are hiding things and not at all reputable. It appears this company is going under. SHOEBUY YOU HAVE TOO MUCH COMPETITION TO TREAT YOUR CUSTOMERS THIS WAY! You are going out of business real soon with this kind of shady business practices. Good luck!
We sincerely apologize for the inconvenience that you have experienced with your order.
When a customer claims that they did not receive an item which is marked by the shipping company as "delivered", we have to open an investigation with the shipping company so that they can take responsibility for the undelivered item and pay for it. Unfortunately, we are not able to issue a refund or reship the item until the shipping company completes the investigation.
We have checked your order number and UPS has stated that they will have results by March 29th or sooner.
You will receive an email with more information once that is complete.
I will never use shoebuy ever again they are the worst in customer support and there shoes are cheap
We would like to thank the customer for shopping with us and we’re sorry to hear they were disappointed with their recent shopping experience. We are always working to improve our customer experience, and we thank the customer for their review.
So sad to see a once good company go downhill. I've shopped with them for about 15 years and recommended them to so many people. Now their promos never work. 30% off of nothing is what you find out when you get to checkout. I called because this happens all the time lately and the rep admitted the promos didn't apply to most of their merchandise any more. Also admitted there's no way to find out till checkout. After searching reviews I found out about the $6.95 restocking fee (you gotta be kidding me! Shoes not free to return anymore?) and the poor customer service. So glad I didn't place my order. My Zappos shoes arriving tomorrow via free overnight shipping. Next steps: 1) unsubscribe email 2) post more reviews to warn others. Sorry to see you go Shoebuy. You used to be a great company.
We would like to thank this customer for shopping with us for years and are sorry for the frustrating experience the customer has had trying to use one of our promotional codes. We also apologize for any misinformation that was given to the customer. While some brands opt not to participate in all of our promotions, we carry 1200+ brands that do take part in our promotions.
Our policy now focuses on free exchanges because we’re certain we can find the right match for our customers – whether that’s a different size, color or completely different item altogether. We understand that for some customers, this option might not be a fit for them, we’ve also worked to make returns as easy as possible – though if no item is being exchanged then there would be restocking fee.
It's good bye to Shoebuy - $6.95 restocking fee one each pair of shoes when they are returned! No where on their website is that mentioned until you place your return - false advertising by omission! Bye, bye...
We would like to thank this customer for shopping with us and we appreciate her feedback about the return policy. Back 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 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.
I lost my package, they just say it was UPS's fault. No funds... no returns.
We are sorry this customers package was lost. While most packages are delivered without incident we understand sometimes packages get lost for a variety reasons. When this happens we open an investigation and try to locate the package. We ask this customer to email us or call our customer service department so we can look into this lost package.
Bought these sandals for 20 per cent off. Love them! Can't wait until summer so I can wear them.
Hey Valerie,
Thank you for the positive review, I know it was some time ago but I hope you enjoyed wearing your sandals during the summer.
If you have any further inquiries please send them our way!
Kind Regards,
The Shoes.com Team.
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 would like to apologize to this customer. We want every customer experience to be a great one and would like to look into this customer order further. We ask this customer to send an email to [email protected] with their order details when they have a moment.