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Shoes Reviews Summary
The company's reputation is significantly marred by persistent customer service issues and a frustrating return process. Many customers report long wait times and ineffective communication, leading to dissatisfaction and a lack of trust. While some reviews highlight the quality and comfort of the products, these positives are overshadowed by complaints regarding incorrect orders, inadequate support, and hidden fees related to returns. Overall, the sentiment reflects a growing frustration among customers who feel misled and undervalued, prompting them to seek alternatives from competitors known for better service.
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At first I was very happy with Shoebuy.com. They had sizes that are hard to find and my order was shipped quickly and accurately. Unfortunately three of the four pairs I ordered were WAY too big and I was unable to wear them. I was aware of their return policy and happy to pay the re-stocking fee for the convenience of not having to travel to stores to find these shoes. We live in a very rural area, at least 1 hour from any major brand name stores. I was shocked when I only received two of the three refunds and was told when I called that the third pair had been rejected for return because the shoes had been worn! I carefully explained that it was impossible for me to have worn the shoes as they were WAY too big. Of course I tried them on but never even left the bedroom. So sorry but cannot recommend them as I thought I would be able to do, they do not stand up to their policies, buyer beware!
Why didn't the checkout page show we that there would be a restocking fee if returned? Customer Service stinks on this site with rude people. I have bought from them for 10 years and NOW I have to pay a restocking fee per item with no advance warning! No email alert was sent out... it is not listed on the check-out page... told I should have looked on the Help page for returns! Really 10 years of shopping and I should have looked on the Help page now? Zappos for me
We would like to thank you for shopping with us and we appreciate your feedback about the return policy. On July 16th, 2015 our site was updated to show the new policy to make sure customers would know in advance. Our homepage says “free shipping + free exchanges” and the entire policy is listed under the Returns section of our Help page. The new policy went into effect on August 1,2015, and all purchases made on August 1,2015 or after are subject to our new 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 you are disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause. Should you opt to exchange, we’re happy to help them find new styles or items to try.
I ordered from Europe. I had to pay an extra 60% of transport, duties and taxes, informed by the carrier the day before the delivery...
Shoebuy should inform clearly and directly their clients about all costs involved, like others do.
Also, I had no reply to my emails... And phone calls on hold seamed like never ending stories to the point of quitting.
Of course the carrier gave me the option of sending back the article, but with the risk of having no refund I opted to pay and forget. No Shoebuy again for sure! Unless I have a good reply and some kind satisfaction.
(For instance, I had a very small problem with an article from Asia: What did the supplier do? They've refunded without any questions and without having the article back. As simple as that).
Hello Bruno - Thank you for your feedback. We apologize for any inconvenience caused. International orders may be subject to additional charges for duties and taxes by the destination country. These charges are beyond our control. Duties and taxes will be paid on your behalf and subsequently collected from you by our shipping agent. You must agree to pay these charges to receive your order. International customers are prompted to read and agree these terms (for your reference: http://www.shoebuy.com/info/international-shipping) before placing their order. If you would like any further information about our policies or if you have any additional questions about your order, please feel free to contact us at socialsupport@shoebuy.com. Thank you!
I exchanged 2 pairs of shoes for wrong sizes. Still no refunds although they are very quick to recharge for exchange. Will not buy again.
Hi Trina! We're very sorry for any confusion regarding our exchange process. When you process an exchange online, we process that order immediately and charge you when it ships out so that we can get you your exchange item as quickly as possible. Unfortunately we still have to receive the item you are returning before we can refund you. Again, we are very sorry for any disappointment in our exchange policy. In the future, please feel free to wait until your refund is processed before processing your exchange order.
The Company sent an email with old worn shoe pictures and returned the Shoes that I had purchased to me. The Shoes I purchased and that I have in my possession are NOT the ones pictured. Originally when I received them I tried them on and they were too small so I got authorization to return them. Since I've been a long time customer purchasing several pairs over the years I'm surprised with the company's deceptive practice.
All I can say is NO MORE will I Buy from them
Hello Linda! We regret to hear about your disappointment with our return policy. Our policy states that all returns must be in new or unworn condition and include the original shoebox. Unfortunately we are unable to accept back worn merchandise. We do thank you for your feedback regarding our return policy.
Terrible policy. They offer free exchanges, but when the item you want goes out of stock before your return shows back up they stick you with the restock fee. The reps just laugh and say "that's the way it is." Awful and deceptive company, I disputed the transaction with my credit card and hope they will settle it.
Hello Evan! We are terribly sorry that the item you wanted to exchange for is out of stock. If you wanted to to exchange for an item that is in stock, over 130,000 unique items, we would be happy to process that for you.
If a representative was rude or laughed at you, please let us know so that we can look into that call. Customer service is very important to us and we are very disappointed to hear that one of our representatives spoke to you that way.
Please email us at socialsupport@shoebuy.com with your order number and the phone number you used when you spoke to that representative.
Again, we sincerely apologize that the item you wanted to exchange for was out of stock.
I purchased on the 9th of October with another pair was added by the system into my cart, so I got 2 shoes, the one i actually want to purchase (size 9) and the other one (size 8). The payment got through with no other layer of confirmation. 2 minutes after receiving the email confirmation, I send shoebuy an email stating that only 1 pair of shoe i want to buy and the other one got charged by mistake. Yet since then i got no reply from Shoebuy, then i send 2 more emailsand got no reply, afterwards, I have tried to call the customer service number 3 times:
ShoeBuy
101 Arch Street, 16th Floor, Boston, MA ******* USA
US: *******414 | International: *******880
Email: *******@shoebuy.com
And the line was always busy or no one picked up. Today is the 14th of October, no shoes arrived at my door. Although on the website it says shipped on the same day. Well im not sure where to go from here. What I want is to purchase the show that I actually want and not the other one.
Hello Ivan! We are very sorry to hear that you have had trouble with your order. We would love a chance to look into this for you. If you could please email us at socialsupport@shoebuy.com with your order number we will look into this order for you. We look forward to working with you to resolve this issue!
I just got a taste of Shoebuy's abysmal customer service. I explained to a manager that I intended to exchange the shoes I ordered for a different size -- which Shoebuy did NOT have in stock -- and he told me to "find another item" if I wanted to avoid the restocking fee! So BUYER BEWARE. YOU HAVE TWO CHOICES WITH SHOEBUY'S "NEW" POLICY: GET STUCK WITH (AND PAY FOR) THE ITEMS YOU DON'T WANT, OR PAY $6.95 PER ITEM FOR THE "PRIVILEGE" OF TRYING THEM ON AND RETURNING THEM FOR A REFUND. Shoebuy, you have lost a customer who has been with you for over 10 years. And by the way, I found the size I needed on Amazon for 40% less AND FREE SHIPPING AND FREE RETURNS.
Hello Du! We are very sorry to hear that the item you wanted was out of stock. Our exchanges are still 100% free and we have over 130,000 unique items. We are always happy to exchange for any item that is in stock.
We do thank you for your feedback and we are sincerely sorry that our return policy has disappointed you.
I am a long time customer of Shoebuy.com. I just purchased two pairs of shoes, but never received an email confirming the order nor does the order show up under my account online. The shoes did not fit and I needed to return them. I attempted to contact Shoebuy.com by phone last Friday, but hung up after 30 minutes of wait time on the phone. Instead, I emailed the same day. 2 days later, I had not received a response so I emailed again. Still no response a day later, so I called and waited the 40 minutes for someone to get to the phone. I was then informed of the policy changed and the $6.95 per shoe restocking fee. I was told to avoid the restocking fees, I could exchange the items. The problem with that is that since I paid on Paypal, I could not just exchange the items but was told I would need to go online, purchase the items and then call Shoebuy.com to have them credit it once I returned the other items. The last thing I plan to do with this company is put another $300 on my Paypal account. Who knows what new policy they are now hiding that will enable them to keep more of my money. The service agent and supervisor were extremely rude and unhelpful. I wished them both the best of luck as a business that does business this way is sure to go out of business and they will soon be out of work. All in all, a terrible experience!
Hello Karen! I am very sorry for any difficulty you had with our customer service.
Our policies and procedures are listed clearly under the "HELP" tab at the top of our webpage.
Exchanges are 100% free and you can exchange for any item on our website! (Over 130,000 unique items at this moment.)
We can process exchanges for PayPal directly through our website or manually if you prefer.
Again we sincerely apologize for any trouble you had contacting our customer service line.
Shoe buy changed its return policy and now charges a $7.00 overstock fee per pair of shoes returned. The did not make it known anywhere that this was their new policy, unless you want to look where it says in huge letters FREE SHIPPING and then in small letter + exchanges - and then deduce on your own "oh, they must have changed their policy." I called customer service and the two people I spoke with sounded like they were half asleep and speaking to me from their kitchen tables. This company has become SO unprofessional and so NOT customer oriented it is only a matter of time before they are GONE. Do yourself a huge favor and shop at Zappos and Amazon where the customer is treated fairly and with respect! I WILL NEVER, EVER, EVER BUY FROM THIS COMPANY AGAIN!
Thank you for your feedback around our return policy. On July 16th our site was updated to show the new policy to make sure customers would know in advance. Our policy enables you choose from any items in our inventory until we find an item you’ll love – more than a million items – whether that’s a different shoe or perhaps a bag or jacket. In the event you prefer not to exchange for a new item, there is a restocking fee. I can appreciate that you’re disappointed with our policy, but again, should you opt to exchange, we’re happy to help you find new styles or items to try.
Like the other reviewers I was a longtime Shoebuy customer. Suddenly they changed their free return policy to $6.95 without telling their customers. OK, I get that free returns may be killing their profits. I even accepted the fact they weren't up front about it with their customers. But after that everything went to hell with their customer service. I just got off the phone with my bank. I filed a dispute over an order I never received. After hours of phone calls to Shoebuy and UPS with absolutely no help or support from Shoebuy (including surly, rude customer service reps, long wait and hold times) and UPS confirming to me that it's the merchant's responsibility to resolve the matter (which Shoebuy refused to do) I finally decided it was time to throw in the towel. My bank told me they would handle it from this point thankfully.
Hello Cynthia - We are sorry to hear of the experience you have had with us and apologize for the unusual situation with your order. We are committed to making this right for you. Could you please sent an email to socialsupport@shoebuy.com with your order number? Thank you.
Tried to exchange a shoe... like others I used to love Shoebuy and did not know of new return policy. Fine, so I'll exchange. After they deleted my online account, I spend 3 phone calls and 2 emails trying to straighten out and process an exchange. After being on hold forever, the rep then tells me that a request was submitted to credit the fee. Huh? Why didn't she tell me that at the start of the conversation? First it was wait 3-5 days to process, and in her next breath she said 2-10 days to post to my bank account. There are a billion other online places to order shoes... DON'T ORDER FROM THIS ONE!
Hi Jam! We sincerely apologize for any confusion. We do not have the ability to delete a customers account.
While it is true that ShoeBuy processes refunds within 3-5 business days, certain banks can take up to 2-10 additional days to make the funds available on your statement. We advise contacting your bank to find out how long their refund wait times are.
We would like to thank you for posting your comment as customer feedback is very important to us.
I agree 100% with other customers - I was a longstanding customer. Did not realize they changed their policy with respect to returns. Yes, now I see that it is on their webpage - but I was not looking at it when I ordered because I had been dealing with them for such a long time. I had ordered 5 separate items, two of which were in one box but they would not waive the "restocking" fee on anything!
To make matters worse:
(1) It took over an hour on hold to speak with a representative during business hours;
(2) It was impossible to get a return shipping label online - because their emails did not contain the correct link; and,
(3) When I tried to obtain a return label online one of the representatives wanted me to spell out ( yes, that's right) each shoe name - which took absolutely forever.
There are too many other online options that do not charge return shipping. There is no reason for me to shop at Shoebuy anymore. They do not care about customer good will and certainly are trying to make a quick buck by the restocking policy. I hope they go out of business and soon.
The old Shoebuy was a pleasure to do business with. I have no idea if there are new owners, but something surely has changed.
Hello Shiela. We're very sorry to hear that we have disappointed you with our new policy that focuses on exchanges. We still offer free exchanges to our customers because we are sure we can find the right match for anyone.
We would also like to apologize for the long hold time you experienced. We have been experiencing an unusually high call volume but you should not have had to wait for that long.
Thank you for your feedback about our return policy as customer feedback is very important to us. We appreciate you taking the time to write your review.
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I am disputing their claim that the shoes have been worn/used. I only tested them indoors long enough to realize they hurt my feet. When buying in a store, you get to try them on; what does ShoeBuy expect buyers to do? Not try them on? I hardly think the Vionic plaque on the bottom would remain shiny if they had been worn.
With all the other choices out there, why use a company that won't back their products?
Hello Ann! We are very sorry to hear about your disappointment with our return policy. We would love to take another look at your order if you could send an email to socialsupport@shoebuy.com with your order number. Thank you.
I have been a loyal customer for many years and have returned shoes many times without any problems but this time when I tried to return them, they hit me with a new restocking fee. I went back to their web site and found the language regarding this to be deceptive. When I tried to call customer service, I was put on hold for over an hour. I had to hang up and call another time. This time I lost another hour. I will never use them again. The deceptive return policy is bad enough but to keep people on hold that long is just PLAIN RUDE.
Hello Mark - Thank you for your feedback around our return policy. We have not been deceptive about our policy and starting on July 16th, 2015 our site was updated to show the new policy to make sure customers would know in advance. Our homepage says “free shipping + free exchanges” and the entire policy is listed under the Returns section of our Help page. The new policy went into effect on August 1,2015, and all purchases made on August 1,2015 or after are subject to our new 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'd like to touch base with you about your experience and make things right. Could you please send an email to socialsupport@shoebuy.com with your order number? Thank you.
I ordered a pair of shoes; they were too big. I went back to the site to request an exchange. I completed the exchange process. I didn't receive my mailing label so I could return the previously ordered shoes. I called customer service and was on hold for OVER AN HOUR! After waiting an hour I had to hang up; couldn't wait any longer. This is my last interaction with this horrid company that offers no customer service!
Hello Yvonne - We are always working to improve our customer experience, and we thank you for this valuable feedback. We'd like to touch base with you about your experience and make things right. Could you please send an email to socialsupport@shoebuy.com with your order number? Thank you
How do you run a company where there is no response to customer inquiries? No one answers the phone if I want to buy shoes, or connect with customer service. Your restocking fee was not in place when I bought the shoes. Never shopping with you again. Back to Zappos and staying there!
Hi Bentley. We're so sorry to hear this. We are committed to providing each and every one of our customers with a delightful shopping experience, and we apologize this was not the case with your order. We would like to look into this further and see how we can help make things right. Could you please send an email to socialsupport@shoebuy.com with your order number? Thank you.
I have been a Shoebuy.com customer for over five years. Their return policy was changed this August of 2015 so I was a charged a $6.95 restocking fee per item. How does an online shoe store expect to stay in business when their competitors offer free returns? I will no longer be a customer.
Hi Susan! We're very sorry to hear that we have disappointed you with our return policy. We have moved to focus on free exchanges because we are positive that we can find the right shoes for our customers! However we do try to keep returns as easy as possible if that is what the customer prefers.
We appreciate your feedback and would like to thank you for taking the time to write your comment.
I purchased a pair of shoes... what I received was not what I thought I ordered. Probably a mistake on my part. No big deal there. The problem is this, I have been on hold for almost an hour. I would simply return the shoes, but I'll not only have to pay to return them, but I will have to pay to have someone in the warehouse do what they are already getting paid to do, stock the shelves. I would not recommend this company to my worst enemy.
Hi Kim - We are always working to improve our customer experience, and we thank you for this valuable feedback. We'd like to touch base with you about your experience and make things right. Could you please send an email to socialsupport@shoebuy.com with your order number? Thank you.
From the business
Founded in 1996, Shoes.com is committed to offering customers an unparalleled shoe-shopping experience beginning with a truly outstanding selection of the hottest styles from must-have brands like Converse, dolce vita, Michael Kors, New Balance, Sam Edelman, Vans and hundreds more. Other perks include free shipping and exchanges, 60-day returns and real-time order tracking.
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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We are sorry to hear that you were displeased with your recent shopping experience. While we do strive to provide a pleasant experience for all of our customers we are unfortunately unable to accept the shoes back. Our returns and exchanges policy states that shoes must be in unworn condition to be processed for a return. Our warehouse notified us your shoes were worn and hence not eligible for return. We know this was not the resolution you were hoping to find, however, our decision to not accept your return was made carefully and in accordance with our policies (for your reference: http://www.shoebuy.com/info/returns).