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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
I purchased a pair of Ecco shoes on sale (more than half off). Waited eight days and noticed no movement. Contacted the company and they said give it 10 business days. So I waited 2 weeks and still no movement. So I contacted them again and they canceled the order due to "a technical error with the order transmitting to the vendor and has been canceled at this time." I went back to the website and noticed they had it in stock but the price was 160.00! And so I emailed them again and asked for an explanation as to what exactly the technical error was. What I see is they forgot to update their price list and didn't realize it until a customer ordered it. The response I got this time was "the supply could not keep up with the demand of the shoes at the sale price." Interesting enough, I've had that shoe in my shopping cart for a couple weeks before I decided to buy it and it never changed in price. I believe it is shoes.com's fault for not updating their prices and should eat the difference! Just like if you go to any retail store. If you mention that there is an advertisement left on the rack from a precious sale they will remove the sign but still give the customer the sale. Bad business ethics will never order from them again!
Products used:
Famous footwear
No fukin tracking number no shoes it's been weeks where the hell is my shoes no tracking number no one is responding I could of kept my dam money if that was the case
I live in a rural area and I do most of my birthday, Christmas, clothes shopping online. I have never experienced such terrible customer service until I bought a pair of shoes through Shoe buy. I placed the order on November 28th and om the 8th of December it still was not processed or shipped. Every time I called customer service they claimed that it was in the final steps of processing and it would ship the next day. One time they even tried to say that if I had it sent to my physical address (I did have it sent to my physical address and listed my PO BOX as a secondary address) instead of my PO BOX it would be there by now. Needless to say it never shipped the next day and I called to cancel the order. The customer service rep said that they may not be able to cancel my order in the final stages of processing (the same stage it has been in for nearly two weeks) but when I threatened to contact the BBB they canceled my order. Never using Shoe Buy again.
The customer service form on their site doesn't work. On my laptop I can only see the top 4 boxes, when I fill that out, there is no way to scroll down, to get to the rest of the form and no way to send it.
I called their customer service # and got stuck on hold for an hour because I was concerned I had ordered to the wrong address. Turns out I ordered for the correct address, but on the label, they left off the Apartment # so the UPS driver had to take his time to hunt me down.
The kicker? The website says they are high-top sneakers. The picture looks like a high-top sneaker but they are not high-tops. I thought, "well, maybe I'll keep them anyway." I ordered my usual size but they are way too narrow.
I had to sit on hold for 40 minutes. I will not be charged the restocking fee. We will see how the return goes and how long it takes for them to credit my charge card. I hope I don't have to pay it and then have a positive balance that I will have to use my credit card to get because that is the only thing on it.
How can this company still be in business? How can they send a competely different shoe that is EVEN a different size. OMG would never order from them again!
I ordered two pairs of clogs for work and paid an extra $20/per pair for next day shipping. My order was placed on 12/29/20 and I received it on 1/6/21... 8 days later. I called customer service and was told that an order can take anywhere between 1 and 5 days to be placed and THEN it would be processed. I told the customer service person this information was no where on the website at which time he told me to go to the bottom of the webpage. Then go to customer service... then to the shipping options... where it says in small print about the 1 to 5 day shipping! He insisted this information was "right on the website" but I continued to state this information was hidden because anyone in their right mind would not spend an additional $40 to receive their products 8 days later! (duh?). So after much round about I was issued a $20 dollar credit and then after MUCH more round about I was issued an additional $20. They lost my business for sure! Please consider carefully if you want to give them yours!
Products used:
I returned both pairs of shoes
I read a bunch of bad reviews AFTER I made my purchase with shoes.com and it made me nervous but apparently they recognize that they've had a problem in the customer service dept and they're trying to make some changes because my experience was 100% perfect. I ordered some baby stripper heels lol and I wanted them to get here but the holiday that was then 4 days away. Mind you the heels said ships same day if ordered by 4pm eastern, I ordered at 3:53pm and I also paid 10$ for 2 day shipping. So I called the following day cuz I was nervous and the lady wasn't very reassuring but they did end up shipping them the following day that's the only thing that made me afraid cuz it wasn't "same day" but I mean come on it was 7 mins to four. And they came in exactly two days! So I had my shoes on time right color right size and get this they refunded me the 10$ I paid for two day shipping I'm guessing because they didn't ship it same day but the next day! Because it definitely only took two days after it was marked shipped! That's what prompted me to write a review because my credit card just notified me of the 10$ credit From shoes.com. I am very happy with them if you're a first time buyer give them a chance despite the negativity. They definitely exceeded my expectations and my heels are beautiful, high quality with memory foam on the sole Tass
I had a terrible experience with Shoebuy a couple of years ago--they delivered an order to my old address, even though I updated my address before placing the order, but Customer Service said they had a delivery confirmation and refused to reship the the shoes or refund my money. (I had to go to my old house and knock on the door and ask for the shoes--awkward!)
I decided to try again since some time had passed and I had a 30% off coupon. My husband ordered two pairs of dress shoes for a conference. One arrived on time and as expected. The second pair arrived a day later and instead of dress shoes, he received a pair of camouflage, rubber waders. Seriously! Not even close--not the same brand, same style, anything! He called customer service and asked for the correct shoes to be shipped while he returned the wrong ones, so they would arrive in time for the conference. He spoke with two different people, both of whom insisted they wouldn't ship the correct shoes until the wrong ones were received back. Even though it as their mistake! We are now canceling the order, returning both pairs of shoes, and NEVER shopping here again!
We would like to thank this customer for shopping with us even though they had a frustrating experience a few years ago. We are very sorry the wrong item was sent and can understand the disappointment of opening a box and not receiving what you ordered. We do have to receive the item back before we can send out the correct shoes. The only way to get the correct shoes quicker would be to place a new order which we could ship out then we would credit you back when we receive the return item. All companies have policies and standards by which we must adhere. We want to be sure that you and your fellow 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.
I have had small issues with online ordering in the past but never had I had such issues with customer service. I picked this site over others because I needed it fast and it stated that if I ordered by 12PM that it would SHIP the same day. I ordered by 10:30 on Monday and today is Thursday and it is not shipped. I have e-mailed and called. I was promised a return call yesterday after the rep talked to her supervisor, never heard back. All I can get it that it is in process. I called again today with the same response, it is in process and I will get it "sometime". She said that is will ship the same day that they get it ready but it takes awhile to get it prepared for shipping? I asked for a supervisor and got the run around. She finally said that there were none available, but I will get my order sometime, it is in process! I tried to cancel my order but from my experience, I doubt that will happen either. I'm just glad that I used a credit card that will dispute this for me.
I order 90% of my items online and this is one of the worst sites that I have dealt with. I really wish I would of looked at the company reviews before ordering. They need shut down.
DO NOT ORDER
Tip for consumers:
Find another site, this one is a fraud
We are sorry to hear of the experience you have had with us and apologize for the unusually long processing time. We want to make things right and would be happy to assist you. Could you please send an email to socialsupport@shoebuy.com with your order number? Thank you.
I PURCHASE FROM SHOE BUY AND SAVE USUALLY AROUND $25 COMPARED TO ONLINE RETAILERS PRICE. THEIR ADD DOES STATE FREE RETURN AND EXCHANGE AND DOES STATE $6.95 RETURN STOCKING FEE. A lot of people said they would never buy again because the fee is not stated anywhere but if they weren't to lazy to read return policy IT IS CLEARLY LISTED. Even if it wasn't listed and you have to pay $6.95 restocking fee but you saved $25 of retail price you still saved alot. I will continue to use shoebuy
Hi Neal! Thank you so much for your kind words about our customer! We strive to offer top customer service to all of our customers and are thrilled to hear that you have been pleased with your experience.
I purchased two pairs of shoes from this company. I will keep the more expensive pair and need to return the cheaper pair since they do NOT have arch support. The web site AND emails I received stated that I need to repack the shoes in the original box and use the return label they are sending. A MONTH LATER I am STILL waiting for the label. I have requested the label FOUR TIMES and still NO label! WHAT does it take to get the f**king label?
Tip for consumers:
DON'T.
Products used:
STILL waiting for my f*cking shoes! They wasted NO time in charging me for them!!!
I am super pissed!!!!
I PURCHASE A SALVATORE FERRAGAMO MEN SHOES. I PLACED THE ORDER AND THEY CHARGE MY CREDIT CARD AT THE MOMENT BUT THEY DONT SHOW ANYTHING ABOUT THE SHIPPING UNTIL YOU PLACE THE ORDER! AFTER THEY TOOK MY MONEY I CALLED AND THEY TOLD ME THAT THE SHIPPING COULD TAKE UP TO 10 BUSINESS DAYS! I DECIDED TO WAIT SINCE I LIKE THE SHOES AND THE PRICE BUT AFTER 5 DAYS WITH NOTHING I DECIDE TO CALL AND THEY TOLD ME THAT MY ORDER HAS BEEN CANCELLED! THEY NOT EVEN CALL OR EMAIL ME TO LET ME KNOW THAT MY ORDER HAS BEEN CANCELLED! I STILL NOT RECEIVE MY MONEY BACK AND I CANT BUY ANYWHERE ELSE BECAUSE THEU HAVE MY MONEY! DONT BUY FROM THIS COMPANY AT ALL!
We do not currently sell any Salvatore Ferragamo on the ShoeBuy website. If this comment is referring to another company, then we recommend contacting that company. We can only offer Customer Assistance for Shoebuy related orders.
ShoeBuy charged me twice: I attempted to purchase a pair of shoes from ShoeBuy directly and the page froze before I could submit the order. I was never able to get to a confirmation/shipping options page. I had entered my credit card number but was unable to submit it and did not receive a confirmation from ShoeBuy. I exited the site and then went through Paypal to make the purchase. I received a confirmation from PayPal.
I received the shoes but discovered in checking my AmEx account that Shoebuy has received two(2) payments, one from AmEx having captured my information from the page before I submitted it, and one from PayPal.
When I called ShoeBuy about this double charge, customer service provided no satisfaction whatsoever. It was obvious that their customer service rep had a script and could not/would not deviate from it to address the problem. In spite of my having called this to their attention and in spite of PayPal having verified that they have received a payment from them, I have not received a credit on my AmEx account. Moreover I have received no communication from ShoeBuy.
What do I have to do to get a refund -- file suit?
Hi Grace - We are sorry to hear of the experience you have had with us and apologize for the unusual error with checkout. We want to make things right and would be happy to assist you with the removal of the charge. Could you please send an email to socialsupport@shoebuy.com with your order number? Thank you.
BOUGHT 4 PAIRS OF SHOES IN 2 SIZES, ONE SET FIT, CALLED TO SEE IF THEY HAD 2 MORE OF OTHER, THEY DIDNT... THESE CLOWNS HAVE A "FREE EXCHANGE" POLIVY BUT CHARGE $6.95 PER PAIR IF THEY ARE JUST BEING RETURNED. AFTER SOME PRODDING THE PERSON I SPOKE WITH AGREED THAT SINCE THEY COULDN'T "EXCHANGE" THERE WOULD BE NO RESTOCK FEE AND NOTED IT ON MY ORDER... 7 CALLS (ONE HUNG UP ON ME AND ANOTHER WAS ABANDONED AT 45 MINS WAITING FOR A SUPERVISOR)... 3 OF FIRST FOUR ACKNOWLEDGED THE NOTES AND SAID THEY'D SEND A REFUND REQUEST TO ACCOUNTING, OF LAST THREE ONE WAS THE 45 MIN WAIT AND TWO REFUSED TO LET ME SPEAK TO A SUPERVISOR. I HAVE REVERSED THE CHARGE... THAT WILL RESOLVE THIS VERY QUICKLY BUT I WILL NEVER EVER ORFER FROM THESE CLOWNS AGAIN!
Hi Stephen - We're sorry to hear of the experience you have had. We'd be happy to connect with you about this and take a look at the order. Please send an email to socialsupport@shoebuy.com with your order number. Thank you.
I can't even process a return. No one available by phone or by email. Move along. They won't be in business much longer.
Tip for consumers:
Do not shop at shoes.com
Products used:
Shoes that are too big.
I bought a pair of insulated Bogs for my son. They were too small. Sent them right back and shoes.com claimed they had been worn. What a scam!
I ordered a pair of shoes and after numerous days I used the tracking system of UPS to find they were sent back by the Post Office! I gave them a physical address since UPS was delivering but for some reason UPS dropped them off at local Post Office but I have a PO Box for post office use and therefore they were undeliverable! I was charged $6.95 for return that I never sent. They had my PO Box address why didn't they ship it by that if they new UPS was dropping it off at a Post Office? I'll never buy from them again! After numerous emails I finally got a response that all returns are charged $6.95 no matter the reason! I'm filing a complaint with BBB!
My response to your incorrect reply! I did not have the PO Box on my shipping address only on my mailing address for my Credit Card. That is why I only had my physical address because you said it would be by ground! Doesn't matter BBB has informed me Shoeby will refund my $6.95 so next time get your facts and your company's actions straight before you reply Darren! Another example of how the company doesn't know what one hand is doing compared to the other!
We are very sorry for any confusion this customer experienced while placing an order. Normally all of our packages are sent UPS ground. However, when a customer includes a P. O. box in their shipping address, it triggers our system to send the package to the P. O. box instead of the physical address. This happens even when a physical address is also included. For this reason, we recommend never including a P. O. Box number on the shipping address unless the customer want's the package shipped to the P. O. Box.
We are sorry to hear that there were problems with delivery on this order. The customer would need to contact UPS or the Post Office for more information about non delivery. However, this should be an easy problem to resolve. We recommend simply placing a new order with the correct address. The $6.95 restocking fee would be refunded since this would qualify as an "exchange", the customer would be able to receive the item that was ordered, and we would of course honor all of the same discounts or promotions originally received.
I ordered a pair of Shoes for my wife from Shoebuy on 12/14/15 for Christmas. My wife had three new pairs of shoes this month so I assumed one was the pair I ordered for her. On 12/27 she said. "Hey, what happened to thoses shoes you ordere for me?" I contacted Shoebuy and they said they were delivered on my porch on 12/18/15. I told them I never got them so they told me they had to open an investigation and it would take 10 business days. What is being investigated? Today, 01/11/2016, I contacted them and they told me it would be another day since they had not heard from UPS. I don't care about UPS I am dealing with ShoeBuy. It is not my job to get money back from them, it is theirs. The customer shouldn't be penalized because ShoeBuy wants to insure their bottom line. I disputed the transaction with my credit card company. They are doing the right thing by issuing me credit first, opening an investigation and if the product is found, charging me back. That's the right thing to do ShoeBuy! I have no doubt I will not be charged back because I never got or signed for the product. In the end, I am getting a refund for something I never received, which is all I wanted 15 days ago and ShoeBuy has lost me as a customer and as many people as I can tell about this experience. I told ShoeBuy to Never Contact me again, TERRIBLE company!
We would like to thank this customer for shopping with us and are sorry the package went missing. Although something went wrong we are dedicated to doing everything we can to get the package to the customer as soon as possible. In situations like this we do contact UPS on the customers behalf so that they can start an investigation to try and locate the package. This investigation may take up to 10 business days to complete. Unfortunately, this is the protocol we must adhere to in situations like this – we are sorry for this inconvenience to the customer.
In many cases, UPS is able to locate the package and complete delivery. If UPS determines it was lost they will issue a claim – and ShoeBuy will fully refund the customer’s order.
When we receive the results of the UPS investigation, we let the customer know immediately via email. We can understand this process can be a frustrating and do apologize to the customer.
I wrote a review explaining that I ordered 2 pairs of shoe. I did not get one of them I let them know straight away. They launched an investigation with UPS and made me wait for the results. I had to wait 1 1/2 months to finally get a reply stating that UPS said it was delivered. I already knew that UPS stated that it was delivered! That is why I said that it showed delivered, but it was not there. I don't understand this, I paid for the product and somehow it either got lost, delivered accidentally to another persons door. Etc. They have provided no proof of it being received by anyone. This is why you have insurance and cover the customer. This is the only company that will make you pay if it gets lost in the mail. I am disgusted with their shady business practices and horrible customer service. If you call to ask for a supervisor they will not give you one and will not even give the name of one. This shows that they are hiding things and not at all reputable. It appears this company is going under. SHOEBUY YOU HAVE TOO MUCH COMPETITION TO TREAT YOUR CUSTOMERS THIS WAY! You are going out of business real soon with this kind of shady business practices. Good luck!
We sincerely apologize for the inconvenience that you have experienced with your order.
When a customer claims that they did not receive an item which is marked by the shipping company as "delivered", we have to open an investigation with the shipping company so that they can take responsibility for the undelivered item and pay for it. Unfortunately, we are not able to issue a refund or reship the item until the shipping company completes the investigation.
We have checked your order number and UPS has stated that they will have results by March 29th or sooner.
You will receive an email with more information once that is complete.
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.
Shipping too late, package damaged both the packaging and the inside shoe box, poor customer service... did not do anything with my complaints.
We would like to apologize to this customer. We want every customer experience to be a great one and would like to look into this customer order further. We ask this customer to send an email to socialsupport@shoebuy.com with their order details when they have a moment.
The standard UPS shipping is an everlasting task that Shoebuy.com fail to mention to customers. Do not believe their 10 day delivery promise!
Please don't believe. This is a spam website. I paid for three shoes but never received & also they never replied my questions.
I have never paid a restocking fee from any online company until now! I will not be doing business with shoes.com.
I went through all the cahnnels at ShoeBuy when I reeived someone else's order (they sent men's shoes). I found out the corporate owner of ShoeBuy is IAC so I looked up VP-Jason Stewart for help. His assistant called me back (a week later) she was very rude and obnoxious. Kept saying things like: "isn't there a customer service number for ShoeBuy?" (tried that, didn't work); "this is IAC, I can't do anything' (really? IAC OWNS SboBuy pretty sure YOU CAN DO SOETHING) and the best one when I said I would post a poor review "Ok you do that! (and hung up on me)" She didn't think it through because I called her back and said "I WILL DO THAT" -- maybe if Mr Stewart's assistant gets enough calls, she will change her mind and do something (LIKE GETTING MR STEWART TO FIND OUT WHY THERE ARE SO MANY MISTAKES AT SHOEBUY). If you would like to let IAC know you're unhappy with Shoebuy call them at *******383.
We are sorry this customer received the incorrect shoes and we worked with this customer to receive the item back and give this customer a full refund which has already been completed. Even though IAC is our parent company all customers must contact ShoeBuy with any related ShoeBuy.com question, concerns or request. Due to privacy issues and laws all of ShoeBuy customers information is available to employees at ShoeBuy not IAC employees. There is no way for IAC employees to see a customer’s order so there is no way they would be able to help a ShoeBuy customer. If a customer needs help on a ShoeBuy.com order we advise them to call our customer service department at 888-200-8414 and a ShoeBuy representative would be happy to help.
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.
We are sorry to hear of the experience you have had with us and apologize for the unusually long processing time. Once an order is transmitted to the warehouse we are unable to guarantee a cancelation. It sounds as if we did reach out to the warehouse and they were able to cancel the order before it shipped. We would be happy to look further into what happened with your order. Please feel free to send an email to socialsupport@shoebuy.com with your order number? Thank you.