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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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I ordered a pair of shoes for myself. They sent the show in mens rather than womens. In order to not pay the return fee, I had to exchange the pair, although it was ShoeBuy's mistake.
I would like to assure ShoeBuy that I emailed and twice called and was not able to get the charge removed. The shoes were listed on your website and my order as women's, not unisex, as you will see when the pair is returned.
Item I received was wrong color. I'm going to return it for the correct color. I don't
Recommend dealing with this company. Very long wait time on the phone and I simply
Would not deal with them again.
We are very disappointed to hear that this customer did not receive the correct color. We hope this customer has reached out to our customer service department so that they can be working on issuing a full refund or an exchange for the correct item. We would like to assure the customer that errors like this are uncommon and ShoeBuy would love a chance to help resolve this issue!
I ordered two pairs of shoes from Shoes.com. I received the first pair with no problem, however, the second pair was a nightmare. First, they charged my credit card for both pairs of shoes even though one was not shipped. After checking the website several times, it still stated "processing" on the second pair. I waited a few days and then called customer service. They stated that they were having an issue with the vendor that is supplying the shoes and it should be resolved in a few days and that the shoes were available. I waited a week. When I emailed them and stated that these were still not shipped but were already paid for, they sent a "canned" response that the payment was "pending" with my credit card. I assured them, it was not, as I had already contacted the credit card company to confirm. So I called (instead of email) and got another nice rep on the phone who confirmed the error and apologized and gave me a discount code for the next time I ordered from them. (Seriously, like that would ever happen!) Long story short, after several emails that just ended up with "canned" responses - they don't look at any customer history when answering emails - and several phone calls, I gave up and cancelled the order. The very next day I received a phone message on my machine that said when they went to issue the credit for the cancellation they found that the shoes had shipped! - Oh joy! The next day after that, I got an email stating that the order was cancelled (see where I'm going with the email vs live person scenario?) So... one more call to customer service and it was confirmed that the message was an error and the shoes were indeed cancelled and a credit given. Two days later, the credit showed up on my credit card. This took six weeks to resolve! Needless to say, this site leaves a lot to be desired and I would definitely go elsewhere since there are so many shoe sites available.
Hi Joanne,
Thank you for the review. We are truly sorry about the negative experience you had with us back in July. It does seem like it was quite unorganized and I am very sorry to you for that. We are working hard on our end to alleviate frustrations for our customers where we can. Please do check your private messages as we have just sent one onto you.
Kind Regards,
The Shoes.com Team.
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.
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.
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.
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.
Have been waiting a week and product still hasn't shipped. Asked if I could cancel the order and said they would charge a restocking fee. Will probably never order from again
We sincerely apologize for any confusion! There is no restocking fee for cancelling an order. Only for returning an order without an exchange. We are also very sorry for any disappointment caused by our shipping times. Our shipping time is 3-10 business days which does not include weekends or the recent holidays.
I printed out the ShoeBuy web site on my cart page stating "Free Shipping & Returns". The next time I accessed the site, the message had changed to "Free Shipping & Exchanges." What a ripoff!
I received a pair of Skechers; the right shoe was almost a half size bigger. That's a defect! When I called to exchange, they wouldn't send a replacement without charging me first for yet another purchase.
When I told them I wasn't pleased with their policy and would just return the shoes, the rep then told me about the restocking fee! This is a deceptive and fraudulent business practice. I encourage everyone who is dissatisfied with them to file a Better Business Bureau complaint.
I will be sure to spread the word about the quality of their goods, their bait and switch advertising on all social media. I will never do business with ShoeBuy again!
We would like to thank this customer for shopping with us and we appreciate her feedback about the return policy. Almost one year ago 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 policy went into effect on August 1,2015, and all purchases are subject to our 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 this order 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.
I brought what I thought were flats, but ended up with two inch heels. When I tried to return them, I was told that there was a "restocking fee" of $6.95. When I purchased them, the website claims it is so easy to return with free shipping, but you have to dig a few levels down to where they finally tell you that they charge you a "restocking fee" of $6.95. So, free return shipping really is not free. I spoke to customer service and told them that this was a deceptive practice and asked them to waive the fee. Customer service could not care less, they just kept saying they "were not able to" waive the fee, but of course they could have. They also did not address that the product was not a displayed on the website. I will never use this company again!
We would like to thank this customer for their feedback and we are sorry to hear they did not have a great experience shopping with us. The item the customer purchased states in multiple places the heel height is 2" and the pictures clearly show the shoes are wedges not flats. We offered to exchange the item for anything on our site however the customer declined and decided to return the item. Per our policy which can be found at http://www.shoebuy.com/info/returns all items not exchange will be charged a restocking fee.
Needed to return an item - let the nightmare begin... Learned the return "PROCESSING FEE" is 6.95 (it's really a return shipping fee). Anyhow, they are supposed to email you a PRE-PAID return shipping label via email within 24 hrs of requesting one. YEA RIGHT, I have requested a label on 3 separate occasions over the last week and a half and they keep sending me emails with BROKEN LINKS to the label or a USED Label. They can't explain this or fix it or re-send a link that actually works, so their solution is to send me the label via snail mail (which take 7 workings days - let's say what it really is 2 WEEKS). And if this label magically shows up, I will have already spend almost 4 weeks trying to get a label to ship this item back. Needless to say I think this is EXACTLY what they want. You miss their deadline to ship it back, they don't have to refund you. This was the first time I have ever used this site and IT IS MY LAST. BEWARE - DO NOT BUY from them if you expect to have to return something.
We are very sorry that this customer has been having difficulty returning! We would like to assure the customer any issues with the return label is unintentional and we would not reject this customers return for being late in this instance.
We highly recommend this customer continue working with our customer service to resolve this issue.
I had to cancel my order because very upset that Shoebuy gave me Norton shopping protection. I would have expected that there would be an opt out option prior to placing order. This practice is deceitful. I cannot order comfortably with Shoebuy.
We are very sorry this customer decided to cancel their order. The Norton protection is integrated into our check out process and offers an additional layer of protection for all our customers. Please understand this protection does send one email explaining the benefits and has an option to opt out of this and any future protections.
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.
No complaints here. Sent me what I ordered and in original new authentic packaging. I bought crocs blitzen shoes.
Dont use Shoe Buy. We order for prom and our daughter had an injury so she could not wear the heels. We did order the shoes early to have her outift ready. Not expecting an injury they would not accept the shoes past 60 days. Use AMAZON
We would like to sincerely apologize for this customers disappointment with our return policy. Unfortunately we are not able to accept items back past 60 days. When the customer contacted us to make a return a return, it had been over 130 days and we were not able to make an exception.
Our return policy can be found on our website by clicking HELP at the top of our website.
My experience with the site has been extremely negative. They are CROOKS who just trick you with big letters sale, and extremely low letters on their return policy, charges for returns, and unaccepted returns! I would NEVER EVER buy from them again
We would like to thank this customer for there feedback. We are very sorry to hear there experience with us was not a great one. 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.
Was sent the wrong shoes by ShoeBuy, I paid to send them back to them, and got an email saying they'd give me a refund minus the restock fee. Basically I paid international shipping and a 'restock fee' for shoes I didn't even get. I just wanted the shoes I originally ordered?!
We sincerely apologize for this customers situation. She should not have been charged a restocking fee due to receiving the wrong items. That fee will be refunded within 5 business days.
Unfortunately we are unable to reimburse for shipping. We did not ask this customer to mail the shoes back to us. When the customer alerted us of the mistake we asked for pictures to confirm. The customer mailed the shoes back without our knowledge and so we regret that we cannot reimburse for those shipping costs that she incurred.
We are very sorry that the shoes are no longer in stock and would be happy to process a new order for this customer once they do come back in stock.
Purchased a pair of sandals color said "Kork" looked like a bone color. So I ordered even though the same shoe in blue and brown I purchased from Amazon for $34.00... Shoebuys price was $59.00, color was GOLD. They said $6.99 return shipping and they would email me the label. Never came 3 days later, I call and they said it would be here within an hour to my email.NOT! 3Rd call... saud they would send again and also send one thru the us postal service... No Email AGAIN! Lets see if the one in the mail comes... I don't have any confidence it will. I will never purchase from Shoebuy again!
We would like to thank this customer for shopping with us and are truly sorry they were having problems receiving the pre-paid UPS return label. We do not charge a return shipping fee to customers, however, if an item is not exchanged there is a restocking fee applied to the order. If this customer is still having problems returning the item we ask they contact our customer service department again.
I'm 74, was diagnosed with cancer shortly after purchasing 3 pair of shoes, a size too wide. The 60 day exchange limit was exceeded and they would not make an exception to exchanging the shoes. So, I'm out about $300 but will donate the them to a worthy charity. Suggest, in the strongest terms possible, avoiding ShoeBuy or doing business with ICA, their parent company, or any of their subsidiaries!
Hello Morton! We are very sorry that you were disappointed with our return policy. Unfortunately we are only able to accept returns within 60 days. Your orders were from August and July of 2015 and too far past our return policy for any exceptions to be made. We do try to offer the best service to all of our customers and we are very sorry that the call was ended before a resolution could be reached.
Never buying from Shoebuy again. Like many others, I too got duped thinking they still offered free returns. 20 minutes after I placed the order on 4/29 at 1am PST, I discovered they charged a restocking fee and tried to cancel the order right away. Unfortunately they were closed so I emailed them to cancel my order. Later that same day I called customer service to make sure they received my cancellation request. "Johnny B Good" supposedly forwarded my request and told me I will either receive a cancellation email or a shipment notification. I didn't get anything until 5/2 - A SHIPMENT NOTIFICATION. What the hell kind of a con is this. They stalled for four days - plenty of time to cancel my order, but they went ahead just to screw a customer over. F you, Shoebuy, never buying from you again.
EDIT: I saw Shoebuy's response - saying 4/29 was a Friday and therefore it was too late to cancel by Monday. Don't fall for it. I canceled 4/29 at 1 in the morning. Therefore they had the entire business day to kill the order. You think they're able to process orders that quickly and are somehow unable to get an order update just as quickly? Lying to ya. Greedy bastards.
We sincerely apologize for experience that the customer has had.
We would like to assure the customer that we reached out to the manufacturer as soon as we received notification that she wanted to cancel. However, April 29th was a Friday which means we did not hear back from the Manufacturer until the very next business day which was Monday, May 2nd. Unfortunately, the package had already been shipped and we were unable to cancel.
Once an order is placed and transmitted to the supplier, we are never able to guarantee a cancellation although we always do our best to accommodate customer request.
We also understand that it can be difficult to find the perfect shoes online. Because of this, we have a free exchange policy. So if an item isn’t perfect, the customer can exchange for ANY other item on our website!
Again, we are very sorry that the customer was disappointed in their experience with us.
The day after my review posted I did recieve the response that the shoes would be delivered the next day and they were. Sad that it took all of this to get a simple issue resolved.
We are very sorry this customer did not receive the second pair of shoes. Our items are shipped from different warehouses across the US and it could be the second pair is still on the way to the customer. If this customer has not received her item we ask she email socialsupport@shoebuy.com with her order number so we can take a look.
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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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
We would like to reassure this customer that the $6.95 restocking fee is always waived if ShoeBuy sent an incorrect or defective item. Please keep in mind that some items are Unisex shoes and are listed in Men's sizes. This would be indicted on the shoe page before adding the item to the cart and we could not waive any return fees if we did send the correct item as it was ordered.