"i special ordered a pair for vacation. paid 2 day air on 17th. well it’s the 22 and still not here. left for vacation today so i told ups to return to seller. they are trying to charge a restock fee and not refunding the shipping cost. "
"I have purchased several pairs of shoes per year for myself and various family members at Shoes.com (formerly ShoeBuy.com) for many years and never had a problem before, presumably because I was ordering shoes that I was familiar with and knew exactly what size to get, and I ordered the same brands and styles repeatedly, so I never had to worry about returns or dealing with customer service. Recently, however, I ordered some very expensive orthotic shoes for both myself and my mother, and it was a nightmare. I did a lot of research before deciding which brand and style to order, and my decision was ultimately based on the information provided by Shoes.com as well as the glowing 4- and 5-star reviews. The website said that the shoes ran small and recommended ordering a larger size that you would normally wear, and reviews stated that they were only small in width, not length. I normally wear a 7 wide and my mother normally wears a 6, so I ordered a 7 extra wide for myself and a 6 wide for my mother. Mine were huge but I still drove 30 miles to drop off the other pair to my mother, hoping that hers would fit better. She had the same result but, rather than making a special trip to pick them up, and because Shoes.com makes such a big deal of their free returns and exchanges policy, I simply ordered another pair for myself in a 6.5 wide, thinking that I would return the other two pairs for a refund after my next visit to her, as she had decided that she didn't want another pair. The second pair that I had ordered for myself also turned out to be huge so I tried on the pair that I got back from her and they were also too big. Mind you, this pair was a full size smaller than I normally wear and they were still too big, even though Shoes.com said they run small. At that point, I just figured I would return all 3 pairs at their expense and the only thing I would have lost would be my time. They did send pre-paid return labels, but they charged me a total of $20.85 because the fine print buried deep in the website says that you have to pay a restocking fee of $6.95 for each pair that you return for a refund rather than exchanging. So much for the free returns and exchanges that they have plastered all over the website. But still, even though the restocking fees came as a shock, I accepted it and chalked it up to a lesson learned. But in order to hopefully prevent someone else from going through the same ordeal, I submitted a very respectful but detailed review...and it was never posted. A week later, I submitted a second review that was also not posted. Now I know why all the reviews are 4 and 5 stars....because Shoes.com refuses to post any review that might hurt their bottom line. It's sad really, because this was the only place that I have purchased shoes for so many years, and now I will never shop there again."
"Ordered my shoes, they didn't fit. I sent two emails and both bounced. I finally got ahold of customer service, and they told me to send the shoes back. Two weeks later and still no refund. Stranger still, they sent me an email saying shoes were delivered to me - again - which I never ordered or received. Getting ready to call American Express and file a claim.
Bottom line - Don't order from shoes.com."
"I order 2 pairs of shoes and because of their(I thought) great return policy I thought i'd have no problem returning them. BIG mistake. First there is a $6.95 restocking fee. Second if you don't have the original box that is the shoe box, they will not accept the returns. Sadly enough I did not save that box(would you?) and therefore they will not accept the shoes if they are returned. I talked to Javier, the man that answered the phone, Alex, the supervisor and Steve the manager. All I got was "that's the policy" and they would offer no exceptions. I've never dealt with any other company that demands returns be in the "original" box and all other things that were in the package and in the shoe box.
I noticed that overall this company did not receive many positive reviews. I should have looked here first."
"I cancelled a pair of shoes within minutes based on customer reviews. They sent the shoes anywAy and now I havje to deal with returning them. "
"it is not possible that by sending them a photo showing this damage they still want me to go to P.O., pay for return and then they will decide, terrible policy"
"One of the shoes I received had black grease on the sole. I wore them around the house before realizing, so I tracked it f-ing everywhere! That shoe was in a mystery plastic bag, too, so the packer KNEW it was like that. Then they said they need to INSPECT them before giving a refund. Just DO NOT buy from this place if you don't want to be **** off. There's a reason it's rated an average 1 star here."
"They do not honor the "bonus point" discounts on exchanges. This place is shady-o-grady.. For instance... Let's say you pay $50 for pair of shoes using $15 of their "bonus points," but want to exchange that same, brand new, unused shoe, for a different size. You "lose" that $15 and you will pay $65 for the same shoe simply exchanged for a different size. In addition, you have to pay the $65 immediately and wait to be credited back the $50 (up to 15 days given their glacial shipping process) minus the $15. Not a reputable business. Customer service reps are trained to read scripts. Amazing that companies put so much effort into organizing shady practices when that same level of detail could be applied to providing great service and building repeat customers. Sad."
"Do not use this company! Retuning is horrible! I purchased shoes in may. I sent them back and and I am still waiting for return. Finally I called the company and to be told that they are not refundable! So I asked where are the shoes? I was told they where sitting in warehouse. Finally and I am not kidding they are being sent back to me today. 4 months later!!"
"This was the worst experience that I have ever had. We ordered 2 pairs of shoes on July 3 and as of July 30 we have not received them. Said they were delivered, but not to me. Now they are blaming it on UPS. If you are smart you will not order from this company, EVER!"
"Sent the wrong shoe. I am told that I have to wait for (customer service) to send an email to the supplier to see if they can ship the right shoe out. Stated this would take 24-48 hours to get a response. After, 48 hours past I contacted customer service again. Their supplier has not responded to their email. They keep offering to have me return the product, and they will refund my money. Instead of trying to get me the correct shoe I ordered. Can't explain to me why they can't call their supplier to get this issue addressed. As the standard time to get an email response has past. Poor business practice. Unresolved problems. A frustration to deal with."
"Does not even deserve a star Negative -10! Worst exchange!!! Worst customer service!!!
BS i have to buy it again to make an exchange. why can't you SHOES.COM wait for it t get to the wear house and the send me the correct size! btw your size chart ****! I looked like a whale in this jacket!
Totally got my address incorrect in a different state! charged my card I now have to wait 10 days for all this to be fixed as if I even have time for this or anyone else!!!!
I understand people screw up but here is my complaint CUSTOMER SERVICE AND USE CARE WHEN YOU SPEAK TO PEOPLE!!
WOW you have 1 star out of 10 from others... maybe you need to read them and get with the program!"
"They took the money out of my account three times and then told me the order didn’t go through and it would take 3 to 5 days before they could give me my money back.... Do not order from them!!!"
"Ordered 3 pairs of the same shoes... 2 were correct and one was totally different... customer service told me they would send me a return label but then I would have to reordered the pair of shoes... so I can have more of my money **** with them. Not a happy customer "
"I ordered two pair shoes and returned them they were sent back two weeks later and no refund given bc the box was bent in shipping. The shoes were not damaged but bc box was bent they said they couldn’t resale.
These people are crooks. Stay away. "