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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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I ordered an item on Wednesday evening at 7:45 pm. The website states if ordered by 12pm eastern, ships same day. Well I would expect the item to ship on Thursday... no. Friday? No. Now it's Saturday, I called and all she can say is there was a shipping delay. No notice, nothing. 2 years ago this site was great, now it's horrible. Great prices and coupons, but don't order from them if you need your item quickly (within 9 days).
I ordered 18 items through them and decided to return half of them. They want a $63 return fee to ship those items back to them. Ridiculous. STAY AWAY!
We would like to thank this customer for shopping with us and we appreciate their feedback about the return policy. 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. Our homepage says “free shipping + free exchanges” and the entire policy was announced and listed under the Returns section of our Help page. As 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. In accordance with our guidelines we are unable to waive any restocking fees. 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 placed an order and searched for reviews and almost everything came up negative... I didnt know what to expect. I was scared my Uggs would be fake, messed up, or never get them. But I received them in 4 business days, perfect condition on time and verified they are real :)
We are so happy you gave us a chance and you love the Uggs. Thank you for the kind words and we cannot wait to work with you again!
I live in a rural area and I do most of my birthday, Christmas, clothes shopping online. I have never experienced such terrible customer service until I bought a pair of shoes through Shoe buy. I placed the order on November 28th and om the 8th of December it still was not processed or shipped. Every time I called customer service they claimed that it was in the final steps of processing and it would ship the next day. One time they even tried to say that if I had it sent to my physical address (I did have it sent to my physical address and listed my PO BOX as a secondary address) instead of my PO BOX it would be there by now. Needless to say it never shipped the next day and I called to cancel the order. The customer service rep said that they may not be able to cancel my order in the final stages of processing (the same stage it has been in for nearly two weeks) but when I threatened to contact the BBB they canceled my order. Never using Shoe Buy again.
We are sorry to hear of the experience you have had with us and apologize for the unusually long processing time. Once an order is transmitted to the warehouse we are unable to guarantee a cancelation. It sounds as if we did reach out to the warehouse and they were able to cancel the order before it shipped. We would be happy to look further into what happened with your order. Please feel free to send an email to [email protected] with your order number? Thank you.
Bought Uggs for my kids a first time buyer from shoes.com and they had a site issue and my order was processed twice. I called them immediately after the order was placed and after a long hold was sent to voice mail where I left a detailed message. I left another message that night, sent an email and left another message the next day. I tried again for the next few days with emails and phone calls but NOBODY called me back and the shoes were shipped anyway. I left specific details including all my contact info, order numbers and email. I disputed the charges with my credit card company. It's been 2 weeks and I've NEVER heard back from them. I should have done my homework before ordering from this company because there are countless horrible reviews about them out there... STEER CLEAR OF SHOES.COM!
UPDATED:
Well I stand corrected! I received my shoes today and quickly too.
I still say they should communicate much better since they never once responded to my emails, did not send confirmation of my order or any shipping info... and don't answer their phone. But I did get my shoes, they were the right ones and the correct size too.
OLD REVIEW:
If I could give -1 stars I would!
No email confirming order, emails and messages are not responded to, phone number is a joke... no one ever picks up from hold. Never speak to a human, website never up dates the order from processing.
Run away from this company! Run fast!
I order a pair of shoes size 9.5 2E, and they sent the wrong size - 9.5D.
Then they tried to make me pay for the postage back.
Then they lied 3 times about giving me a refund. I had to file a Claim / Complaint with Amazon.com to finally get my refund.
They are lairs and thieves. They thrive on ripping people off. Don't believe the positive reviews, they are all employed by SHOES.COM and get paid to write lies.
You have been warned.
I have had small issues with online ordering in the past but never had I had such issues with customer service. I picked this site over others because I needed it fast and it stated that if I ordered by 12PM that it would SHIP the same day. I ordered by 10:30 on Monday and today is Thursday and it is not shipped. I have e-mailed and called. I was promised a return call yesterday after the rep talked to her supervisor, never heard back. All I can get it that it is in process. I called again today with the same response, it is in process and I will get it "sometime". She said that is will ship the same day that they get it ready but it takes awhile to get it prepared for shipping? I asked for a supervisor and got the run around. She finally said that there were none available, but I will get my order sometime, it is in process! I tried to cancel my order but from my experience, I doubt that will happen either. I'm just glad that I used a credit card that will dispute this for me.
I order 90% of my items online and this is one of the worst sites that I have dealt with. I really wish I would of looked at the company reviews before ordering. They need shut down.
DO NOT ORDER
We are sorry to hear of the experience you have had with us and apologize for the unusually long processing time. We want to make things right and would be happy to assist you. Could you please send an email to [email protected] with your order number? Thank you.
I purchased a pair of shoes there and my order stayed in processing for 7 days. I tried the call the number *******743 and it tells me the number no longer works. I sent 2 emails and still haven't received a response. Not sure if this is scam company but I refuse to stop attempting to contact them unless I get my money back or my shoes sent. I will never shop from this company again. I tried file a complaint with the BBB.com but they have no affiliation.
Never ever use Shoebuy! I do most of my shopping online and I have dealt with many companies. I purchased boots and yes, I kept them over the 60 day return policy that I did not read about. They were taken out of the box for a total of two minutes. However, Shoebuy refused to take back or even give credit for gorgeous Johnson and Murphy boots. The first representative was fairly nice. The supervisor after her was quite rude and could not care less if anyone did business with the company. It is not a reputable business in my opinion. Zappos or Amazon is the way to go!
We would like to thank the customer for their business and we can certainly appreciate that this is a frustrating experience for them as they do not wish to keep the shoes. However, we are unable to accept returns over 60 days and this decision was made carefully and in accordance with our policies (for the customer’s reference: http://www.shoebuy.com/info/returns).
All companies have policies and standards by which we must adhere. We want to be sure that this customer as with all our customers have the best possible shopping experience and that we delight all with every purchase, and our policies have been structured to help ensure this is the case.
I have been shopping with ShoeBuy since I bought my wedding day shoes in 2007. The biggest appeal of the website was always the large selection and free shipping and returns. The experiences were always positive until this week. I ordered winter coats and snow boots in various sizes and styles with the intention of returning the unwanted products, just as I have always done. I go online today to print my return labels easy easy like always and much to my surprise I see the almost $7 restocking fee per item. As a long time customer I feel deceived, as the company does not warn of the fee prior to purchase. I can understand that companies sometimes need to make changes to their practices and policies, however the way in which ShoeBuy has done it feels shady. Long time customers kept coming back because of the selection and the former return policy, but based on the newest reviews it seems like that's going to change. I will never use this website again, I will never recommend it to anyone again, and I have to spread the word to my family and friends I turned on to this site to shop elsewhere. I did contact customer service directly, the woman I spoke with was friendly and understanding (Tania), but ultimately skirt around the issue. Now I'm stuck with $28 in fees, about what I "saved" during their "sale".
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.
I bought a pair of shoes for my 82 year old Dad. He had a foot injury and did not get to try on for a couple months. Wanted to return never worn shoes before 90 days after purchase. Ne response to two emails and a phone call. Finally said NO EXCEPTIONS to 60 day return policy. Terrible customer service.
AND if you could return there is a fee!
Buy from ZAPPOS--one year to return, no questions, and shipping free both ways!
We would like to thank the customer for their business and we can certainly appreciate that this is a frustrating experience for them as they do not wish to keep the shoes. I also understand this was not the resolution the customer was seeking. However, we are unable to accept returns over 60 days and this decision was made carefully and in accordance with our policies (for the customer’s reference: http://www.shoebuy.com/info/returns). All companies have policies and standards by which we must adhere. We want to be sure that this customer as with all our customers have the best possible shopping experience and that we delight all with every purchase, and our policies have been structured to help ensure this is the case.
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...
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.
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.
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.
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 shipping delay or error with your order. If you have already called our customer service line, then I can assure you that we are looking into this to ship out your item as quickly as possible. Please know that this is not typical of ShoeBuy and we still expect you to receive your item within our promised 3-10 business days!