What a duplicitous company to advertise "free shipping and exchanges" only to charge a restocking fee upon return! They can explain it all away as much as they'd like, but I, for one, will use Amazon, Zappos, or any other of the reputable companies who make good customer service a priority rather than trying to eke out an extra $6.95 for each purchase. P.S. "Darren I", the customer service rep, answers everyone's complaints with the same "cut and paste" response. This should give you some idea of the kind of company Shoebuy is!
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.
Hi Noam - Thank you for your feedback. Our policy now focuses on free exchanges because we’re certain we can find the right match for our customers. Exchanges are free, and you can select from any of the millions of items on our site. We do appreciate your business and hope to work with you again in the future.
One star is far too generous. Deceptive, dishonest, untruthful company.
Placed an order I tried to cancel right away as the promotional code I received was no good for a brand I chose which was advertised in that promotion - turns out there is no way to know that except after checkout. Order could not be cancelled, nearly $150 was charged to my credit card, and shipped. Would never have placed this order if not for the so-called promotion offered. Upon tracking several days later discovered order had been yanked during shipment and returned to sender, without my being notified. More than 7 weeks and 9 emails later I am still waiting for my refund, getting all sorts of excuses and explanation that refund will be processed in 3-5-7-12 days and blah blah blah. I need some boots for the winter and really cannot afford any until my $150 are returned.
Great experience! Prices comparable to Zappos, and often have additional discounts - have ordered several pairs of shoes from this site, they ship fast, and the few times I've had to return a pair, credit always appears quickly.
Orders take forever. If you're accustomed to placing orders on the Internet and receiving your goods within days, DO NOT expect this kind of delivery from shoebuy.com. I purchased shoes they were featuring in a call-out box on Sunday, April 7 citing a 3-10 business day delivery. 6 days (5 business days) later, my shoes haven't even shipped yet! If they ship on Monday, they could take up to 5 business days to arrive by Friday with their UPS ground free shipping offer, which is the day of my event. I thought I was being proactive placing an order 2-weeks ahead of when I needed them by, but I guess I've been a little spoiled by Internet mail order companies who try to impress you by consistently beating their deadlines. Word to the wise: when Shoebuy.com says it could be 10 business days, they mean it!
I ordered limited edition hello kitty doc martens from shoes.com without reading the reviews. Obviously, I was terrified. I'm giving it a 3 star rating because they shipped me my shoes in perfect condition within 4 days of my purchase, but they were the wrong size. This is my own fault because I didn't realize they were in UK sizes rather than US. I followed the instructions on their website to get my return label, but any information I enter leads me to an error message regardless of it being correct. I cannot get my return label so I cannot ship my package back. I tried calling them and I have currently been on hold for TWO HOURS. This site is great if you need shoes fast but god forbid there be any error because you will get stuck with shoes 3 times the size of your feet with no way to return them.
After many years of being a loyal shoe buy customer I am now A dissatisfied. Some of the shoes they sell are not sized correctly neither in length or in width. Shoebuy has not accommodated customers who are dissatisfied with the specific brand. I recently purchased a brand that is so improperly size of a call customer service and I did email the manager at service. I have yet to receive a reply and they now have the nerve that they change their methodology, and now charge you a restocking fee which is not well documented on their website. Mind you a new fee. I am trying to get satisfaction regarding this return without restocking fee since the shoes are so in properly sized and have yet to hear back from the service email. Watch with you bye Watch what you choose. Unless I get someone to reply to emails and get some satisfaction, now that I know that their new policy. They lost a good customer. Watch out!
We are very sorry to hear that the customer was disappointed in our return process. Unfortunately we are not able to guarantee a waiver of restocking fees until we receive the return and confirm the defect. Our system shows that this customer did receive a full refund for the 2 shoes she claimed were defective and only paid the restocking fee for the one item that was not found to be defective. We hope this customer was satisfied with this outcome and will continue to shop with us.
So sad to see a once good company go downhill. I've shopped with them for about 15 years and recommended them to so many people. Now their promos never work. 30% off of nothing is what you find out when you get to checkout. I called because this happens all the time lately and the rep admitted the promos didn't apply to most of their merchandise any more. Also admitted there's no way to find out till checkout. After searching reviews I found out about the $6.95 restocking fee (you gotta be kidding me! Shoes not free to return anymore?) and the poor customer service. So glad I didn't place my order. My Zappos shoes arriving tomorrow via free overnight shipping. Next steps: 1) unsubscribe email 2) post more reviews to warn others. Sorry to see you go Shoebuy. You used to be a great company.
We would like to thank this customer for shopping with us for years and are sorry for the frustrating experience the customer has had trying to use one of our promotional codes. We also apologize for any misinformation that was given to the customer. While some brands opt not to participate in all of our promotions, we carry 1200+ brands that do take part in our promotions.
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. 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.
I was a regular customer but the restocking fee quietly instituted in August is ridiculous! Yes, you can have free exchanges, but it will take 3 weeks to get the exchange. Who has that kind of time available when purchasing for a special occasion or for kids who have outgrown their shoes?! Each maker has different sizing, so you need to order more than one size. You are then out of luck, because it will cost you too much to send them back to be "restocked". I ended up selling and giving away shoes, rather than pay Shoebuy! No, thank you! I will buy from them no more... there are many, many better options out there - both online and brick and mortar.
Good bye forever, Shoebuy!
We would like to thank this customer for their feedback. Our policy focuses on free exchanges because we’re certain we can find the right match for our customers. But if they prefer to return an item we have made the process as easy as possible. We would like this customer to know if they need an item quickly they are more then welcome to order the exchanged item which we will process and ship out. We will then credit the customer back when the original item is returned.
Iv waited 2 months and keep getting told my order either lost and return on its way or we looking into it. Last email was the best was given this long number told to go to my local post office so I thought let me try. The gentlemen at my post office told me he can't track anything with that number. Iv asked to send my shoes via Dhl so I could track it said I would pay but was told no. Wish I had read these reviews. Sad how people can steal our hard worked for cash. You should be ashamed
I will now go as far as to get there site shut down due to all these reviews and my personal experience. To many people out of pocket here.
Ordered two pairs shoes 5/31. My credit card was charged on 6/1. Kept checking their online order status, and it would always say "in transit, tracking pending." Contacted customer service three times over a week and a half, and did not receive any reply except the autoreply. Tried to call the company and could not get through (it hung up as soon as I started "waiting.") The only positive is that they did refund my money, but I didn't know that until I started to dispute the charge, because they never communicated with me. Other than that, worst online shopping experience ever.
I ordered a RED Men's converse high top shoe for a Dr. Who wedding outfit. Shoes.com sent me a child's 1 Pink shoe. Really? Called customer service. Could barely understand the man, just sort of said print return label they we refund you. Oh and you want what you ordered, reorder again. Um no thanks. Never again. No paperwork in box, no order number nothing.
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.
Hi Beth - We're sorry to hear of the experience you have had with us thus far. We are committed to making things right for our customers, and want to help. It sounds as though the tracking number was recycled. While this is an unusual practice, we are aware of it. Expanding the shipment progress for the tracking number on UPS.com will indicate “Order Processed: Ready for UPS with a present date. Typically, the tracking number will update with scheduled delivery date within 24-48 hours, after it has been scanned at a UPS hub. We'd be happy to look into this further and make sure your sneakers are on the way. Could you please email us your order number at socialsupport@shoebuy.com? Thank you.
I have ordered many shoes from Shoebuy.com during the last 10 years. Recently I ordered two pair of sandals because you don't know how a manufacturer's shoe will fit. Neither fit my foot properly. I went online to return the shoes and found a new restocking charge. Clearly they did not communicate this to existing customers when ordering. I looked at the website and it is no clear that only exchanges are free. I am very disappointed in customer service and this new policy. I will not be using them again.
We would like to thank this customer for shopping with us and we appreciate the feedback about the return policy. Our policy has been in place since August 1st, 2015. We updated our website back on July 16th, 2015 to show the policy and to make sure customers would know in advance. Our homepage says “free shipping + free exchanges” and the entire policy was announced and listed under the Returns section of our Help page. 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. We’ve also worked to make returns as easy as possible – though if no item is being exchanged then there would be restocking fee. 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.
Customer service is terrible. Phone waits are long, when you do get through they lie about shipments and have no apparent knowledge of their stock.
I ordered a wallet from them. They shipped the wrong one and I was assured that the next order would be correct. Guess what, same thing again. I emailed customer service 5 days ago and still no response. Stay away from this company.
The customer service is none existent. Will never shop again. When I spend $50 on baby shoes, I don't expect to babysit the order. Many sites out there with better option, cheaper prices, and good service.
Ordered 2 pair of shoes, and both came the wrong size. Called Customer Service and spoke with someone I could barely understand as she had a very thick accent. I didn't receive shipping labels to return for correct sizes, and asked for express delivery which, I was informed today, could not be done... what a waste of my time and money. The second call to customer service left me on hold for 10 minutes only to come back and inform me of restocking charges?
Disgusted and will never use shoebuy.com again.
We sincerely apologize for any misinformation you received. There is no restocking fee when an incorrect size is accidentally shipped. We recommend contacting ShoeBuy customer service again if you were mistakenly charged this restocking fee.
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 received flyers in the mail from this company for 25 or 30% off. Also every time you go to their website there is an advertisement across the top of the page stating they have a percentage off with a code. It only says brand exclusions apply but will not specify which brands. Apparently it is EVERY brand that they sell because nothing I ever have in my cart will qualify for any promotions. I understand some expensive brands cannot have discounts applied, but I even tried to purchase a $25 belt one time and the discount would not apply to it either. I don't know why they advertise for sales that they never intend to give you. Very annoying
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.
Overview
Shoes has a rating of 1.5 stars from 502 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Shoes most frequently mention customer service, return policy and credit card. Shoes ranks 653rd among Shoes sites.
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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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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We would like to thank this customer for shopping with us and we appreciate the feedback about the 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 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.