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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 686th 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 exchanged shoes and was told they would waive the shipping fee if it's for an exchange. They lied and will not refund the $6. To lose a customer over something so small is so stupid. I would never buy from them again. Shop from any of the million better shoe sellers then shoebuy. Rude and dishonest people.
Sent me mismatched shoes. My mother had to wear for a wedding she put them on without checking but after being uncomfortable in them noticed they were mismatched. Shoebuy refused to take them back and send me the correct size. Worst experience ever.
This company will rip you off. They will charge for expedited shipping and then take an additional week before shipping the shoes. Forget it if you need to return anything because you will charged a $6.95 restocking fee for each item. Very rude customer reps as well!
I am very sorry for any confusion regarding our shipping times. You can view our delivery information here: http://www.shoebuy.com/info/shipping#delivery
We are very sorry that you were disappointed in our return policy. Our returns do incur a $6.95 restocking fee but we do have 100% free exchanges because we understand that it can be hard to find the perfect fit online.
Greedy companies still happens - refund for the amount you paid for the returning item, minus a - $6.95 restocking fee per item. BEWARE!
Have a question about your order?
- No way shoes.com will respond. Wondering why.
- Very S-L-O-W shipping - the cheapest possible.
Maybe this is why most reviews for shoes.com are very low.
Conclusion:
Not a good company to recommend to friends and family members.
Will never buy from shoes.com again.
Choke on your $6.95
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 too would give a 0 star rating if possible. I bought four pair of Keds in 5.5 W. They were too narrow. I can not even get my feet into the shoes. Well since I stupidly neglected to check reviews on this company and to look for the return policy on the web site I have been had. There is a $6.95 restocking fee on each pair of shoes. How ridiculous is that? Do yourself a favor steer clear of this company.
Sent me shoes that did not fit, then refused to refund me because the shoes were "worn". Of course, how can you tell if a shoes you buy on line will fit or not without actually wearing it? I urge anyone dealing with this crap company to stay away. If you have ordered from them you are likely already having a problem, so do what I did and file a complaint with your credit card company.
This is the second time I have ordered something from here because the price made the shoes a great deal and then my order was canceled from them the next day. I will never order from here again. Do not support businesses that lie about their inventory or draw customers in with deals that they are not going to fulfill.
Tip for consumers:
If the shoes you want seem to be a good price or are on sale, your order will probably get canceled.
Ur choice to become political rather than a retail business was an ill advised decision. Politics and business don't mix. Guess me and my family will have to boycott u since u made a retail decision based on anti trump thinking. Bye bye shoes.com. There r plenty of other places to buy shoes at good prices that don't subject their customers to your political temper tantrums. U just lost 5 customers
I really like Shoebuy. I have bought 4 pair of shoes from them in the last 3 months. The walking cradles brand actually fits me in narrow. I have been paying over $100 for sandals. My only complaint is having to pay a restocking fee, if the shoes doesn'the fit.
We would like to thank this customer for her feedback! We always appreciate hearing back from our customers and especially in areas where we can improve. We would also like to remind the customer that, here at Shoebuy, we understand that it isn't always easy finding the right fit. That's why we offer 100% free exchanges with no restocking fees! Customers can exchange their item for any of our over 60,000 unique items and still qualify for the exchange. There are no item or brand exceptions to this policy! Please check our return policy or contact customer service for more information about our return/exchange policy.
Every purchase I have made was handled and shipped quickly. If you sign up for the site's reward program than you get an extra 5 dollars off every 100 points on top of the 25-30% off depending on the promotion at the time. They are constantly changing their promotions so I usually wait for the 30% off to make a purchase. Every once in a while i'll see a $20 off $60 which is a little better than the 30% which comes out to $19 and change. Overall i've made 5 orders from them and they all went smoothly.
Shoes.com now owned by the Walton family (why are we not surprised) is a rip-off site selling low quality shoes. Their business mode is drop shipping from the original manufacturer. It is impossible to cancel an order, once placed, even though the item has not yet shipped and in fact will probably not be received for a week or more. What's more they charge a $6.95 per item restocking charge -- not per order, per item. I ordered 6 pairs of shoes from them not knowing this. None of these fit so I will be charged $42 return them -- a total rip-off. I will never order from Shoes.com again and recommend you don't either.
I returned a shoe order (after ordering another pair, which I kept). They received my return on May 13,2021 according to FedEx, and now it is June 16,2021. I still have not gotten the credit on my card. When logging into their site it doesn't even show the return is complete. You cannot get anyone to answer the phone. When you email them they reply with the same generic email and do not answer my question or return my money. They used to be a good company, but I will never buy shoes from them again.
This company changed their return policy. I have purchased from them before and they were always free shipping and returns. I found out the hard way after purchasing 3 pair of sandals and needing to return 2 pair... Now a restocking free appears. If the website still showed "free returns" then the company should honor that
We would like to thank this customer for shopping with us and we appreciate the feedback about the return policy. Our website has not shown "free returns" since July 16th, 2015 when 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. 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 find new styles or items to try.
This company blatantly doesn't take returns, exchange or refund - doesn't respond to emails and is the definition of 'doesn't get any worse than this'. Sent me a pair of shoes two sizes too big... and the wrong brand and style... did not respond even when they received and signed for my return. JUST DON'T DO IT!
So surprised shoes.com is still in business. My husband had the worst experience with the agent who couldnt really speak English. If you are called shoes.com and offer ur services in English, you better make sure you can serve English consumers. Anyhow, they never sent the paid shipping label as promised. I paid tones of shipping and duties fees that they decided not to refund me for. I couldnt believe that. They shipped the wrong item, but all the fees are on me? Buying from shoes.com is really a bad idea.
False advertising.
I just copied this add that shoebuy.com is running, this is a very bold lie! They are charging a restock fee, but their advertising and tag lines read free shipping and free returns. I would never have purchased from them knowing that they were charging $6.95 per pair of shoes for returns. This is horrible and totally deceptive. I will be writing complaint reviews to hopefully warn others of their deceptive return policy. If you don't take them at face value... big bold free shipping, free returns... open up their return policy, read through 2 paragraphs, you will find in small print $6.95 restocking fee... oh, but be sure to note... not per box, but per pair of shoes.
This is their ad on google when you do a shoebuy search!
www.shoebuy.com/contact/customer-reviews
Read Customer reviews and testimonials from Shoebuy.com; shop with confidence and enjoy free shipping and free returns.
We would like to reassure this customer that we do not advertise free returns anywhere on our website. We advertise free shipping and free exchanges. When you click on our return policy, the restocking fee is listed at the top of the page in bold letters in an effort to be completely transparent with our customers.
Our website also shows the following message in 2 places during checkout. "By placing your order, you agree to our terms of use and return policy. Exchanges are free; a restock fee applies to returns." This message includes a link to our return policy.
We are very sorry that this customer is unhappy with our return policy but we would like to reassure them that we do our very best to be honest and transparent with our policies.
I purchased Uggs and needed to exchange for a different size. The email on their site bounced back and the return process is ridiculous. Spend a little more and purchase from Zappos or Nordstrom. They Are reputable
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 have purchased shoes from shoes.com in the past with no problems. Now, there online ordering is broken and will never come back after submitting mailing and billing information. So, I tried to call the order in and spoke with a gentleman who did not know how to deliver the greeting nor how to ask for the order. After 15 minutes, I gave up trying to place the order.
I called two more times with similar experiences. Meanwhile, my special coupon for 25% off for one day expired! When I finally was able to get someone who could take the order, U was told that the coupon was no longer valid, but that they could give me a discount for 15% instead. When I spoke to a supervisor about what had happened, he called me a liar!
What a scam! Send people coupons that they will not honor and then call them liars!
I contacted the customer service line 4 times today. No one ever came online to answer my call and the longest I waited was 62 minutes. I emailed 4 times to get an order status of an order submitted 4 days ago that is still showing "processing". When I placed order, it showed shipment in 1-2 days. This order is for a special event this weekend, and Shoes.com is not the company you want to order from if you are needing quick, reliable, customer-friendly shipment. GO TO ZAPPOS!
Hi Gloria,
Thank you for the feedback. We are truly sorry you are having difficulty reaching out customer service team. We have been experiencing higher call volumes as of late but it is something we are working on. If you would like to check your private messages we have just sent one onto you.
Kind Regards,
The Shoes.com/Onlineshoes team.
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!
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).
Ordered shoes on 3/10/21. No confirmation was sent but I was charged. On 3/15 I emailed about the order. No response by mid day 3/18. I sent another email - their mailbox is full. I tried to reach them via their Facebook messenger and was told I had to email. This isn't how business is conducted. I understand long lead times for product and 1 or 2 days delay in responding to email but something isn't right about this so I disputed the charge with my credit card company. I asked Shoes.com to cancel my order. Not that they'll get that, their mailbox is full!
I had the same issue trying to return shoes and just found out they went out of business abruptly. I guess their poor customer service caught up with them. Anybody need a pair of Saucony men's running shoes size 11.5? HA HA. Guess I'll have to squeeze into them after all.
First time I purchased since the restocking fee was instituted - might be the last time I purchase. As a long time customer, I don't remember receiving an email saying that the policy was changing.
Added - I did receive an answer from Shoebuy explaining their new policy (explanation that I had seen in response to other complaints as well). What this answer conveniently ignores is the fact that I might have bought something using a coupon code, but if I want to exchange it will be for something at full price.
Added - to be fair, when I went through the exchange process, I was able to apply a coupon code. So, the pricing is about what it would have been. But, this means that there needs to be something else I want if my first choice doesn't work out.
We would like to thank this customer for shopping with us and we appreciate her 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 not waive the restocking fees on her orders 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. Should she opt to exchange, we’re happy to help her find new styles or items to try.
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 would like to thank this customer for shopping with us and apologize for the experience they had with our customer service department. We would never lie to a customer and if the restocking fee was charged in error we would definitely credit the customer back. We ask this customer email us with more information so we can resolve this issue for them.