ShoesReviews 502

Wowsers. I am one of the irate customers caught in this new, unadvertised, and hidden policy to charge a $6.95 restocking fee for EACH PAIR of shoes. Objectively unreasonable. I had a fantastic experience with this company last summer before my wedding, and turned immediately to them this summer, when needing to try a variety of sizes and styles to accommodate my growing pregnancy feet. I bought NINE pair, and plan to keep two. I was SHOCKED to learn when organzing my returns that I was going to get dinged $7 for EACH pair in a restocking fee. Fine -- change your policy, but they did it with no announcement, and did not make it clear anywhere on their website.

I called to complain, willing to pay it once, or even twice for what will end up being two boxes of returned shoeboxes. NOPE. Not even willing to consider it. I was made to wait on hold to talk to a "supervisor" where I thought I was going to be able to plead my case. She told me to send an email. Are you kidding me? I did. And received a pithy and unhelpful response within an hour. No flexibility whatsoever.

I'm done as a customer. Too bad, because I've referred others to this company. Good riddance. I predict they'll be out of business within a year.

This is a horrible company with terrible customer service and ridiculous policies. I will never use them again. Dealing with the DMV is more pleasurable than dealing with these crooks. They lost a shipment, and treated me like I was lying, and insisted on conducting an investigation that could last 2.5 weeks, rather than refunding my money or sending me another pair of shoes. Then they acted like I was being unreasonable. No one seemed to know what they see doing and the first person I spoke with, Julia, acted like a sullen adolescent with attitude to burn. She was rude, she mumbled, she muttered things under her breath... it was unbelievable. I have never been so frustrated and insulted while dealing with a company. They treated me like I was lying. Now I regret the fact that they have my address and telephone number and credit card info, as I'm not sure they are a reputable company.

Don't use them. Ever.

I have been a long-term shoebuy.com customer. I have shopped at their site, above all others, even when they were more expensive because they had a free return and exchanged policy. This year, some time in August apparently, they changed the free returns and now charge $6.95 per returned item... not return box, but per item! So, if you are like me, and order several different things to decide which one you want, you are being ripped off. I called to complain I received no warning of this, and that I took the effort to find one box to return it all in, as I have been instructed to do in the past, so being charged per item is bubkis. They person I spoke with was respectful, and I remained respectful, despite feeling like this was theft. They spoke to their manager, and another manager who they claim was higher rank. Neither was "able" to do anything. I don't believe that for a second. I know every company has someone who can wave fees. The fact there was no notice for current customers is illegal. When I pointed that out, they claimed if I had looked at their returns policy it is there. I pointed out I had no reason to look, as I had been a decade long customer and given no notice anything changed. They don't dispute that no notice was given. They just don't care. They are perfectly happy to rip you off. I guess I will be shopping at Zappos or other sites now, even if I pay a bit more... at least they aren't trying to steal from me. Adding insult to injury, my "rewards points" disappeared. I had over $40 in "points", which is the equivalent of cash, or was. They no longer list those in my account. When I emailed about this, I received no response. I don't know if shoebuy has been sold, as I did notice some odd packing slips, but they are not the company I used to shop with, and I no longer will.

I have been a customer of Shoebuy.com for many years. I get e-mail offers from them several times a week. Yet when they changed their return policy on Aug. 1,2015, they didn't send out an e-mail to alert their customers. Very sneaky and underhanded way of doing business. There are too many other options out there to choose from. Shoebuy just lost a steady customer by refusing to waive the return fee on two pairs of shoes. BTW, the shoes were ordered in WW width, but they looked like they were made for extra narrow feet. Why should I be punished for shoes that are mis-sized?

I have been ordering from Shoebuy for years and now they wan $6.95 to return each pair (even if they came in the same order) Stay away from them - they shoulld be upfront with the cost of returning but instead it's in fine print thru 3 screens on their web page. BAD customer service

Customer service form Hell. Had to be put on hold 5 times because agent did not know anything and had to get help. After 20mins on phone was told sorry can't return because you are international customer, requiring me to pay my own shipping to get $#*!ty shoes back to them, pay restocking fee and UPS charged me a C. O. D $15.00 for brokerage fee to even receive my shoes. The worst online shopping mistake I have ever was buying from Shoebuy.com. I would have given no stars but the system wouldn't let me submit with with out one star.

BOUGHT 4 PAIRS OF SHOES IN 2 SIZES, ONE SET FIT, CALLED TO SEE IF THEY HAD 2 MORE OF OTHER, THEY DIDNT... THESE CLOWNS HAVE A "FREE EXCHANGE" POLIVY BUT CHARGE $6.95 PER PAIR IF THEY ARE JUST BEING RETURNED. AFTER SOME PRODDING THE PERSON I SPOKE WITH AGREED THAT SINCE THEY COULDN'T "EXCHANGE" THERE WOULD BE NO RESTOCK FEE AND NOTED IT ON MY ORDER... 7 CALLS (ONE HUNG UP ON ME AND ANOTHER WAS ABANDONED AT 45 MINS WAITING FOR A SUPERVISOR)... 3 OF FIRST FOUR ACKNOWLEDGED THE NOTES AND SAID THEY'D SEND A REFUND REQUEST TO ACCOUNTING, OF LAST THREE ONE WAS THE 45 MIN WAIT AND TWO REFUSED TO LET ME SPEAK TO A SUPERVISOR. I HAVE REVERSED THE CHARGE... THAT WILL RESOLVE THIS VERY QUICKLY BUT I WILL NEVER EVER ORFER FROM THESE CLOWNS AGAIN!

I have been buying shoes from shoebuy.com for years, they always had free returns. On August first they QUIETLY changed this policy without telling their customers. I did my customary back to school order. I ordered a few sizes to see which fit and when I returned the others i got hit with 70 dollars in "restocking fees" 6.95 per shoe. When i asked for a one time waiver, they were obnoxious and unwilling. They would not explain why there was no notice. When i told them their website still says free returns they said that was due to cookies. I will never be using them again, and neither should you.

Shoebuy.com has a new policy on returns. They no longer give full credit back for every returned item. Now there's a $6.95 restocking charge for every item returned. The new policy is not well publicized on their site. It would have made sense, considering the drastic change in policy, for the company to show this along with their proclamation that shipments are free and exchanges are free. I purchased 19 items, wanted to return 7 and shoebuy.com wants to charge me $49 to return those items. If I exchange for 7 items, there's no restock fee. I spent a lot of money and asked for an exception to the restocking fee. They wouldn't budge. I want to let folks know because it will be a shock to the system for anyone used to buying from them.

I received the super cute Rocket Dog Jolissa Buckle shoes very quickly, but they are too big. So, I went online to request the shipping label for the return to make an exchange for a half size smaller. Nothing was ever sent to me. I checked my spam and trash, still nothing! I called in to get a return label sent to me and they have incredibly long wait times on the phone. Their automated message says to go online for faster service, but when you click returns online, the website times out! How convenient. However, the same website instantaneously takes you to multiple pages for purchasing. That's not a coincidence. I have tried multiple times to get a return initiated with zero results. There is one upside. I read from other dissatisfied customers that when they return the shoes, they never get credited the money they spent there. At least I still have a pair of shoes that I MIGHT be able to resell. I will never purchase from this company again! Just because it's on Pinterest doesn't mean that it is a reputable company!

UPDATE 7/16/15 - The $10.00 was legitimate on their part. I had paid $10.00 for faster shipping on the original order. When I sent that pair of shoes back for exchange (which never happened), they did not refund the shipping. In fairness, I understand that. The rest, however, stands.

UPDATE: 7/6/15 - On top of the poor service I already detailed below, I went through my statements and found that they credited me incorrectly, shorting me $10.00 when they received the second pair of shoes (for an exchange which never happened!). I copied and pasted from my bank statement (including transaction reference numbers), showing the debit and credit, and asked them to take care of it. I'll post back here again to let you know how that goes.

The initial issue was my fault. I bought two pairs of shoes in the wrong size (same shoe, different colors; separate orders; 3-4 days apart).

Going forward from there, ShoeBuy's customer service couldn't get it right.

1. First, I waited on hold for MORE then an HOUR while trying to reach customer service to get an exchange initiated. I finally gave up and emailed them instead. I sent an email for each order separately, putting the respective order number in both the subject line and body text.

2. The two orders seemed to constantly confound them. They kept sending me return shipping labels for the first order. I kept emailing, asking for a return shipping label for the second order only to have them send me another label for the first order. After multiple additional emails, I finally got the return shipping label for the second order. I dropped both orders off at the same time at the UPS store.

3. A few days later I got an email from ShoeBuy customer service saying that they had received my first order. Within 24 hours, I got a second email saying that the exchange shipment was on its way.

4. A week later, I still had not heard from them about the second order. So I emailed them again. They responded that they had received the second, but that it was taking some time to get it processed.

5. I day or two later, I got an email confirmation that they had received my second return order.

That was two weeks ago. I have heard nothing since. They never sent the replacement order. I'm not going back to them again. I still don't even know if my credit card billing is correct. (I need to print all that out and double check the debits and credits)

I have some success with the company, getting pretty good deals on my shoes and athletic clothes, until recently when I received a pair of Mizuno running shoes that were either counterfeit or from the gray market, as they looked nothing like my other pair of the exact same shoe I had bought from a local running shoe store. Just be on the lookout for the crap they are selling at too much of a discount. If its too good to be true it probably is.

Ordered a pair of Saucony running shoes 6 days ago. Finally received an email that they shipped with a tracking number. When i went to track the package on the UPS website it said the package was delivered 5 months earlier. Called UPS and they said they had no notice to pick up the package. So, then called ShoeBuy customer service twice. Have been holding the line now for over 30 minutes each time. This company is a sham. I am going to cancel my order through my credit card company as I am sure I will never get any credit through ShoeBuy. Wish I had read these reviews first.

ShoeBuy charged me twice: I attempted to purchase a pair of shoes from ShoeBuy directly and the page froze before I could submit the order. I was never able to get to a confirmation/shipping options page. I had entered my credit card number but was unable to submit it and did not receive a confirmation from ShoeBuy. I exited the site and then went through Paypal to make the purchase. I received a confirmation from PayPal.
I received the shoes but discovered in checking my AmEx account that Shoebuy has received two(2) payments, one from AmEx having captured my information from the page before I submitted it, and one from PayPal.
When I called ShoeBuy about this double charge, customer service provided no satisfaction whatsoever. It was obvious that their customer service rep had a script and could not/would not deviate from it to address the problem. In spite of my having called this to their attention and in spite of PayPal having verified that they have received a payment from them, I have not received a credit on my AmEx account. Moreover I have received no communication from ShoeBuy.
What do I have to do to get a refund -- file suit?

I ordered through this company selling an item on amazon.com. 4 days after I place my order I get an email telling me they are out of stock and cancelling my order. Unacceptable! I spent a lot of time researching the product and the places that sold it before I bought it and now I have to start over again. If you don't have an item in stock don't sell it! Check out BBB before you buy from them 236 complaints in 3 years.