Shoes

They cancelled my luggage order right before thanksgiving. Horrible company horrible customer service ZERO reliability. DONT SHOP WITH THEM!

I fine the shoes to be very stylish at a good price and shipped in a timely maner

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.

I lost my package, they just say it was UPS's fault. No funds... no returns.

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)

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.

The Worst Company to deal with on RETURNS! NEVER AGAIN! Will not be spending any money with this company again!

Love my Haden nursemates clogs, shipped very fast so pleased.

CHEAPER IS NOT ALWAYS THE BEST that's a real problem when customer service, returns, exchanges - USE ESTABLISHED, VERIFIED COMPANY

Great products and fast shopping, this website is definitely a favorite.