"I placed an order for shoes on Shoes.com and immediately following placing the order for the shoes I noticed the shipping address was input incorrectly. I had even tried to update my shipping address when placing the order for the shoes and thought it was updated when I made the order. Immediately following placing the order I started trying to update my shipping address. There is no place found on the website. Next I called customer support and waited on hold for 20 mins (there was no answer). Then I emailed customer support - which I received no response back from customer support. The next day I called again to try to update my shipping address. I got a hold of someone and they told me I had to call back when I received the shipping tracking information until then they could do nothing. I received the email shipping tracking information later that day and called customer support immediately. When I called customer support they told me they would "try" to update shipping information to the correct address. One week went by with no communication from shoes.com and no delivery of shoes. On 12/6 @ 12 pm central time I called customer support to report the issues. The first customer support person informed me that they could do nothing for me because the shoes were shipped to the address I input on the website. They tried to update the shipping address but were not successful. They refused to give me any refund and told me that I would need to go to the incorrect address they were shipped to to get my package. I asked to speak with a manager - Aerial. After speaking with Ariel, he informed me I made the mistake and they shipped to the address that was input at time of purchase. Shoes.com will do nothing to refund my order. Even though immediately after placing the order I did everything I could to try to update the shipping address. The worst customer service I have ever received from any company!@@ Ever! Hands down. I will never order anything from Shoes.com and I will make sure I let all friends, family and everyone I know on the internet about this story."
"I've ordered from shoes.com several times in the past with no issues. This time they shipped me a pair of damaged shoes. I tried to start an exchange online but it didn't work, so I emailed. Long story short, all of the negative reviews about their customer service and return/exchange policy are spot on. They do not offer "free exchanges" as their website claims. They wanted me to ship the item back for inspection. If they decided it wasn't a manufacturer defect, they would send the same shoes back to me. I thought for sure these reps were mistaken, so I called and spoke with a manager. To my surprise he said this is their internal policy. I now realize that it's no coincidence you can't start a return or exchange online. I'm sure they don't want to put this policy in writing where customers can see it before they make their purchase. You've been warned. You might have a good experience with shoes.com, but that one time you don't you'll understand why they have so many bad reviews."
"I guess the 1 star is for their successful website that leads you to believe you are getting a great deal. But should you need to exchange or return, SHOES.COM could care less about the consumers interest. Rather than allowing me a size exchange, they required that I return the wrong size and reorder the new size; rendering me out the $$$ twice.( the shoes were over $100 dollars each) They then refused to accept my return of the first pair and made no effort to rectify my situation; it was my unfortunate problem they told me. I even asked to speak with a supervisor. I guess they are too big a company to care about losing one customer. The best they could do was offer me 30% off my next pair; as if id ever buy from them again. PLUS, the site already offered a 30% off discount code so, thanks for nothing, literally! Shake my head! Shameful!........the consumer discount is discounted service and business ethic. Too many other places to shop! "
"I paid 25$ for international shipping bu the acctual cost was 70$.
The extra 45$ are known only when the product arrives and customer support do not agree to refund and standing behind the non transparent terms and conditions."
"I read a bunch of bad reviews AFTER I made my purchase with shoes.com and it made me nervous but apparently they recognize that they’ve had a problem in the customer service dept and they’re trying to make some changes because my experience was 100% perfect"
"They sent me shoes that were not even close to the right size and they charged me to for their mistake, they charged me to send them back.
Randy "
"I have ordered from this site several times and did not have an issue until I needed to return several items purchased for my kids for Christmas. Unfortunately I ended up with 4 pairs of shoes that were too small. I went on the website and chose to exchange these items for the correct size. To get a refund for exchanges, you need to purchase the new items first, then return the other items using a label that is sent via email. Once Shoes.com receives the items they will issue a refund. Per their policy "All original packaging should be included. Place the shoes in the original shoe box and ship the shoe box back in a separate shipping box (either the original delivery box or a shipping box with no other exposed labels)". What is not mentioned is that they consider the shoe box part of the product and if you ship back the product using only the shoe box they will not honor the refund because taping the box and putting a shipping label on it is considered a "damaged product". I now have spent hundreds of dollars on shoes that don't fit as well as new shoes thinking I was going to be refunded.
I escalated by concern to two managers over the phone who offered no assistance as well as an email to customer service which was unanswered.
It is unfortunate that the company would rather spend the money to ship these items back to me and lose a customer than to repackage and resell. I suppose it does not matter since they were already paid for 8 pairs of shoes..."
"They wouldn't respond to email. Couldn't return them. Sole of shoes are so thin, they could be punctured by an egg shell. If the sole is punctured, air and dirt and water goes straight through to the inside of the shoe...I purchased canvas Sperry boat shoe...they are more like slippers. The only thing I can do since they ignore you is resell them on poshmark. I feel too bad doing that to someone. How can you people sell counterfeit for so long and get away with it? Perhaps because the companies are allowing it. God hates you. I would know."
"Received boots as a Christmas gift less than one week ago. Left shoe is defective. Called to initiate return but was told THEY have to look at the boot to assess whether it is defective or not, I believe at 70 years old I am able to have an understanding of how a shoe fits. This is my third pair--the preceding two fit perfectly--same size, model etc. I am disappointed Shoes.com customer service will NOT stand behind the product. No exchange or refund.
"
"This site is most definitely fraudulent. I was naive enough to ignore the 98% of negative reviews for this site and stupidly purchased a pair of "Doc Martens" oxford shoes a few weeks ago. Not only did I not receive an order confirmation email (first red flag), but I didn't receive a shipping email either (second red flag) nor was I able to get a hold of a customer service rep before OR after the item was received.
The nightmare continued when I received an obviously counterfeit, completely fraudulent pair of "Doc Martens" oxfords in the WRONG SIZE and WRONG WIDTH. I own several pairs of DMs and I KNOW what real ones look like, and what I received was most definitely fake -- how disgusting. I should've been wary of the negative reviews but I digress. Anyway, after attempting to call their awful and nonresponsive customer service line and trying to reach out via email, I received absolutely no response, and ended up having to settle the dispute via my bank and I'm still debating on filing a complaint with the BBB. Don't believe the positive reviews -- even if there's a slight chance that you'll receive a real, genuine product, you're working against the odds with this sham of a company.
P.S. returns are not free, and even if you try to return a pair of shoes, they'll make up a story about how they can't accept shoes that have been "worn", even if you never took them out of the box. "
"My husband ordered my running shoes off this site, after finding an amazing deal. After he placed the order, and the money was immediately debited from our account, he still hadn’t received a confirmation email, so began to research the site. Right away we started freaking out after reading all the horrible reviews. We made a call the bank and try to cancel the transaction, as it was after hours for the company and we couldn’t get through. Our bank wasn’t able to cancel, but told us that if we were unable to cancel the order with the company, or any other problems with the transaction, they would be able to open a dispute for us and get our money back.
The next day my husband was able to get a hold of the company and they sent a confirmation email right away. Still, we had all the reviews we read in the back of our minds, and still weren’t too sure how this would turn out for us, but did take a gamble as we did read SOME good reviews. The shoes shipped within a day or 2 of placing the order. I’ve read other reviews that said the shoes they received were ‘Chinese knock-offs’, so I made sure to look up detailed photos of the shoe we ordered to compare when my order arrived, and my order actually shipped from Louisville, KY, so that also calmed our nerves.
The shoes arrived in the original Saucony box, and looked brand new. They are NOT knock offs. Aside from the anxiety from the bad reviews we read about the site/company, we had a VERY GOOD experience. We felt it was necessary to write this review, due to so many bad reviews that we did want to let other potential buyers know that the site is not all bad."
"I purchase a pair of shoes, there were fake. I tried to get a refund, mailed the pair back with the shipping labels they sent me. Never got my refund, had to do a credit card chargeback. DO NOT BUY HERE EVER! FAKE SHOES FAKE FAKE FAKE"
"I purchased some shoes in late May and the side of one shoe split from the sole in less than 90 days. It is an obvious defect for a supposedly well made shoe and Shoes.com refused to take care of the issue since it was over 60 days. I am almost 63 years old and don't abuse my shoes. These have only been worn around the house and town and not doing any trail running! They have lost this customer!"
"good selection of shoes...good pricing with coupons....that doesn't matter though when you are stuck with shoes that don't fit.
A few years ago I swore I would never order from Shoes.com again. About a year ago I started receiving postcard after postcard from Shoes.com offering 30% off. I finally gave in and ordered 4 pair of shoes. 2 pair fit, 1 pair was too narrow, 1 pair was too wide even though they were the same size. These four pair with the 30% off totaled close to $300. I immediately tried to start the exchange/return process. My order was not listed on my account history. Finally after several calls the order was listed but I was not able to click on the shoes I wanted to exchange. The status column however indicated that the return request was made 5/16/2019. Ten days after the order was placed. Several more calls were made and I was placed on hold every time while they attempted to get IT involved. No one ever got back on the line nor returned the call. After a period of hospitalization and settling in back at home I was once again trying to get these shoes exchanged. Since phone calls didn't produce any success, I decided to try emails.
One day out of the blue, I got an email asking me to review my experience with "Claudio" at Shoes.com. I had never had any emails nor phone calls from "Claudio". I gave a poor review being that no one had ever contacted me. Again no more hearing from Shoes.com until I started writing more emails (at least I had documentation when I sent an email). After weeks and weeks of trying to get two return shipping labels, I received an email from "Chris" stating the shipping labels are available for only 90 days after ordering.... THE STATUS COLUMN ON MY ACCOUNT STATED THE RETURN REQUEST WAS STARTED ON 5/16/2019....THAT WAS ONLY 10 DAYS AFTER ORDERING...THEY NEVER GAVE ME ACCESS TO PRINTING THESE LABELS. "Chris" again replied to my emails by saying he would refer my issues to the customer service manager.
Days later I got another email from "Steve Smith, Customer Service Manager" saying since I didn't request a label until 90 days after ordering they weren't sending one. MY ACCOUNT HISTORY SHOWED I REQUESTED LABELS 10 DAYS AFTER ORDERING THE SHOES. I SPENT HOURS JUST THE FIRST TWO WEEKS TRYING TO GET LABELS. I WAS TOTALLY IGNORED THE FIRST THREE MONTHS. I am out about $160 for two pair of shoes that I can't wear. I will never fall again for Shoes.com marketing promotions. I wish I would have looked at the reviews again to refresh my memory of the unethical company they are.
DeeDee"
"I bought Doc Martens from Shoes.com because they have a high cash back percentage on ebates. With the additional 20% off code on the website it seemed like a good deal. After ordering the shoes, I did a quick google search because I had never heard of the company, and found all of these awful reviews. Terrified, I decided to give them a call in the morning (I ordered the shoes late at night). The customer service representative Brandon told me that he could not cancel my order because it was ALMOST ready to be shipped. I have never heard of this before! He said he will try to cancel it, but probably not. I told him I just ordered these shoes last night by mistake, and he told me that if he can’t cancel the order then he will send me a prepaid shipping label so that I can return them when I get them, as well as waive the restock fee. I’m very worried because so many people have said that when they try to return their shoes, Shoes.com will send them back and claim they’ve been worn. I’m really not trying to own a pair of worn or defective shoes, but I guess I’m being forced to take that risk now thanks to Shoes.com’s horrible customer service. Save yourself the trouble and NEVER EVER shop here. "