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Shoes has a rating of 1.5 stars from 502 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Shoes most frequently mention customer service, return policy, and credit card problems. Shoes ranks 685th among Shoes sites.
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.
Returning shoes turned out to be an ordeal, requiring HOURS on hold. It was very frustrating. Now, when I click unsubscribe, I get an error message every time. So I keep getting their ads in my email. I will never use this site again
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.
I purchased a pair of relaxed fit Sketchers. I didn't like the fit & immediately returned the shoes without ever wearing them. Shoes.com refunded my Paypal account, then immediately cancelled the refund. I contacted Britt at customer service, she said there was an error and my refund was just re-issued and will hit Paypal in a day or so. The credit never arrived & I can no longer get thru to customer service.
Purchased before reading any reviews and was super worried and paranoid that I wouldn't receive my order for weeks/would receive the wrong item/etc. Ordered my shoes Sunday and they arrived on Thursday. They're the right size and they look perfect. My main complaint would be that the "track my order" feature didn't work, which added to my suspicions. I won't be ordering from here again considering the other reviews and the lack of email confirmation/communication...
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.
A good company should do there best to return a bad product But they don't. Also make shure you use a different box and not the shoe box they don't tell you that when returning shoes. Most places will stand behind there product I would shop somewhere else Also they got rid of me one night by telling me they would call me back. Yeah right
We ordered shoes from Walmart not realizing the shoes where coming from shoes.com. WalMart lost two of the items ordered from the cart. When we enquired about the sneakers we ordered weeks later we found the were delayed again do to the wrong address. That's odd given we received items from Walmart a week before from the same order. When I spoke to Walmart customer service they blamed shoes.com their "partner site" for the delay and incorrect address. Three weeks for sneakers. Really?
I ordered a pair of shoes and was sent the wrong size. I called and asked for them to fix their mistake and they will not give me my money back until they receive the other pair. I have to place a new order. So I have to pay twice when they gave me the wrong order. The women I talked to were incompetent and I could barely understand them. (Coming from another woman)
Ordered two pairs of shoes in a single order. It took two days to receive tracking confirmation. Then when I finally received my shoes one of the pairs was not inside. After calling customer service it seems my second pair never made it to shipping and had been sitting. Would have to pay extra for expidited shipping or wait another 10 days for the second pair. Never using them again.
I purchased a pair of boots and they came with the zipper broken. I tried to print a return label and site said to write to customer service that return labels was "not working". After multiple emails requests for a return label, they finally sent one. I ordered another pair of boots. When we got them they didn't fit. I wanted to return them for a different style. After 10 days and multiple requests for a return mailing label... no reply. I can't return the boots w/o a return label. There is no alternative but to keep boots that we can't wear. They do not honor
Published customer return policy and (although I'm sure they don't care) i will drop them as a vendor.
I wouldn't trust them again
Tip for consumers:
they do not honor return policy
Products used:
shoes
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.
Don't pay extra for quick shipping by the time they "process" your order you may as well get the free shipping I paid extra 5.00 for three day shipping and still have not received the order and when I called I was told it was 5 days for processing and we will receive item tomorrow It has taken 10 days
We would like to thank this customer for shopping with us and are very sorry for the misunderstanding in how our shipping works. As a general rule, processing time plus shipping time equals total delivery time. Processing time typically ranges from 1-5 business days. Processing time includes receiving your order and packing the item for shipping. After processing is complete and shipping begins, shipping time is the UPS transit time from our warehouse(s) to your shipping address.
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
Shipping very slow and they sent me wrong shoes. I have to pay to ship back and wait months before they credit my account. Very rude. Angry at me for not keeping their mistake instead of wanting the shoes I ordered.
Please note that the two days begin when they decide to pull the shoes at the warehouse. Thus, it could be four to ten days. Customer service only states that they apologize for the confusion. I am not confused... two days means two days or at least Zappos understands that concept. Good luck - don't pay for faster shipping.
They advertise that they offer free returns but when you get the free shipping label for the return, you are informed that there is a $6.95 "handling fee". What a scam. Wish I had read reviews before ordering, I usually do.
Bought Uggs for my kids a first time buyer from shoes.com and they had a site issue and my order was processed twice. I called them immediately after the order was placed and after a long hold was sent to voice mail where I left a detailed message. I left another message that night, sent an email and left another message the next day. I tried again for the next few days with emails and phone calls but NOBODY called me back and the shoes were shipped anyway. I left specific details including all my contact info, order numbers and email. I disputed the charges with my credit card company. It's been 2 weeks and I've NEVER heard back from them. I should have done my homework before ordering from this company because there are countless horrible reviews about them out there... STEER CLEAR OF SHOES.COM!
Ivanka Trump is a gracious and kind person who operates a very creative company and employees a great many people. You have contributed to the possible downfall of an extremely wonderful American company. This is inexcusable. Do you think I would ever buy anything you sell?
I purchased two pairs - one North Face Sandal and One Keens womens hiking boot. Both pairs of shoes did not fit true to size, and had to be returned. Was initially charged a "restocking fee" on the sandals because I requested a refund (they did not offer any larger sizes that fit me), and they sent a new pair of Keen boots, after I paid a second time, saying they would apply my refund when they received the return. They then denied the return and said shoes were "worn" but the were not worn, they were a gift, I saw them tried on and put back int he box to be returned. Manager said he thought they were worn based on pictures I never saw, that could have been taken at any time. Worst Ever.
I'll try to keep this short and sweet. I ordered a pair of shoes. They were shipped out that day. When I received them the next day I tried them on and they were too big so I went a requested a Return Label. The next day (a Friday) they were shipped back and I tracked them and saw that they arrived on the next Monday. At the end of the week they sent a shipment back to me. It was the same style shoes but they were disgustingly filthy and worn. When I contacted them I was told that I returned the shoes in that condition! I am a 64 year old woman who had the shoes, that didn't even fit, for less than 24 hours yet I did all that damage! I filed a report with the Massachusetts Attorney General's Office for consumer fraud and I filed a claim with PayPal since I used them as payment. When I complained yesterday they offered me $15. This has got to be a scam. In all my years of purchasing items online I have NEVER seen anything like this horrible company.
This business has added a return fee, but does not display the fee anywhere that a customer would see it until they need to return the shoes. They changed their policy last August and changed in small letters "free returns" to "easy returns" which according to their customer service means you should know returns are no longer free. When you click on the "free shipping easy returns" for details, no mention is made about the $6.95 fee and "easy" is indented under free, certainly giving the impression it is free. When I asked where I could find information on the site about the fee, I was told I could find it under the Help section, even though I had no reason to look at the Help section. Very misleading and deceitful. I will never buy from them again and neither should anyone else.
Thank you for your feedback around our return policy. We're very sorry to hear that you were disappointed with our website layout. 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. The restocking fee i sclearly listed in bold letters at the top of our return policy. We 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.
Shoebuy sent tracking information for the item I ordered. When it reported that my purchase was delivered to an address in another state, I called Customer Service. Customer Service said they would put a "tracer" on it. A week later, no word from Shoebuy. Two emails and another telephone call later, Customer Service told me the address it had been delivered to was their New York warehouse and they were pretty sure it would ship to me shortly. I asked to speak to a supervisor, and the supervisor eventually admitted they had no warehouses in New York and she had no idea where my purchase had gone. Bottom line, I'll probably never see the order, and they'll never see my business again.
I ordered through this company selling an item on amazon.com. 4 days after I place my order I get an email telling me they are out of stock and cancelling my order. Unacceptable! I spent a lot of time researching the product and the places that sold it before I bought it and now I have to start over again. If you don't have an item in stock don't sell it! Check out BBB before you buy from them 236 complaints in 3 years.
Tip for consumers:
Don't
Hi Autumn - 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.
The shoes they sent were broken. I called expecting them to send a new pair and me then send back defective pair. Oh no I had to send them back first and get paid a restocking fee. Horrible customer service from the supervisor who gave 2 $#*!s that I was upset.
We sincerely apologize for any confusion! We never charge restocking fees for defective merchandise. If the customer was charged a restocking fee, we recommend contact Customer Service again so ShoeBuy can look into this.
Absolutely Horrible experience with shoes.com. I paid extra for 3 day shipping as I needed the shoes and they assured me that I would have my shoes in time. The shoes did not ship for 4 days and then took 8 days to be delivered. A total of 12 days after I paid for 3 day shipping. Do yourself a favor and get shoes somewhere else.
It is most curious why Shoebuy made a business decision to infuriate their old and new customers, by not disclosing on home page of a $6.95 "restocking fee" which is really a code wording for a shipping charge, and not sending emails to old customers of this unexpected new policy, and not disclosing it on the confirmation of the purchase statement. It is evident that scores of customers will never shop at Shoebuy again, the worst scenario for the company are years old customers. Yes they have a huge gain from shocking unsuspectiong customers of their being tricked and ripped off - the volume must be incredibly huge of folks deceived by Shoebuy - but what about the backfire - the loss of all these customers who have been abused? Hopefully Shoebuy will be harmed and regret a dirty business decision - their operating in a bad faith business practice.
We would like to thank this customer for shopping with us and we appreciate the 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 want to assure this customer that our decision to charge a restocking fee was made carefully and in accordance with our guidelines. We understand that this customer is disappointed with our policy, and we do sincerely apologize for any inconvenience this may cause.
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.
Some people have hobbies. We have shoes. At shoes.com, shoes aren't just a part of our name, they are our passion. Here you'll find an incredible selection of fashionable footwear from popular and premium labels. Each season, we are thrilled to offer you cutting-edge fashion from top brands including Steve Madden, UGGS, and the always fashionable Frye Boots.
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.