DO NOT BUY FROM THIS COMPANY! According to their reviews, I'm not the first person to have this experience. My particular complaint is in regards to a return that I sent in in February. I received the return back along with a hand written note included in with the return that said "original shoe box used as shipping box. Box damaged w/tape. Unable to resell." After calling in to the customer service number to explain my reasoning for shipping it back in the manufacturers box, I was instructed to escalate the issue to management. I was told I would hear back from Steve Smith within 24 hrs of my call, and if not, to email Mr. Smith. This original request was sent to Mr. Smith on February 17th. Eight days passed when I realized I heard nothing via phone or email. On February 25th I called the customer service number back again and sent Mr. Smith another email. The customer service representative said they would also resubmit another request to Mr. Smith to have him call me. On February 28th Mr. Smith finally found time to send me a very short reply stating "Unfortunately, the shoe box does appear damaged in transit. As this is the case, we are unable to accept the item back for return." I immediately responded with a very detailed email, and still have not received anything in response. It is now March 7th.
On to my issue...
The above referenced order was received by me in the ORIGINAL MANUFACTURERS BOX. NOT a shoe box inside of a shipping box, but they decided to shrink wrap the manufacturers box and ship it to me directly as is. Something I've never had happen before, but ok. So after deciding I don't like the fit and will be returning, I taped up the box and sent them back in the same fashion that I received them. Again, I was not given a shipping box, nor do I keep shipping boxes laying around that are large enough to fit a pair of women's boots, so I shipped them back IN THE SAME FASHION AS RECEIVED, not realizing this would be an issue.
I immediately called customer service, explained what happened, and the gentleman I spoke to could not help me return the item due to a "damaged box". He then transferred me to a supervisor, which told me the same thing and said that I could escalate this issue to Mr. Steve Smith.
I must say that I am beyond baffled at this policy. NEVER have I experienced this type of service with any other company. The most ridiculous part about this is the shipping box is NOT damage by the tape! As soon as I read the note provided by shoes.com, I removed the tape from the box and you can't even tell it was there, which tells me the representative that received the return didn't even try to remove the tape.

Bottom line. Spend your money elsewhere.

I ordered a pare of Doc Martens from this website. Keep in mind, there are 30 different styles to choose from, and approximately 3 size charts available. One of which, the tiny one, states that the shoes ship in UK sizes. When I ordered my first pair, I was so excited to get the shoes (I haven't had a pair since my old punk days) that although I read the giant disclaimer that says to order a. 5 size smaller included in the size chart that does NOT state the shoes are shipped in UK sizes, I did not read or see for that matter, the fine print. When my size 9 (I'm a US Women's 9.5) arrived, they were much too large. I called Shoes.com for an exchange, as I got the shoes at a very good price. The woman on the phone kept stating that I would need to order a size 10, and I kept repeating myself that I needed a size 8. Never did this associate explain the shoes were in UK sizes. The replacement shoes just arrived yesterday, and again, I was so excited to try them on, but I noticed the shoe said US 10. Neither my new shipment, nor the previous shipment confirmations said ANYTHING about UK sizing. And, my confirmation said the shoes were a size 8. I tried them on, and although they felt a little smaller than the first shoes, they are still too large.

So, I called again this morning and let them know I had worn the shoes through the house to see if I could work with the size they sent me. I have now waited 3 weeks for shoes I have paid for twice (a refund better be on the way). The "supervisor" I spoke with told me that I couldn't get an exchange or refund because I'd worn the shoes IN MY HOUSE. I kept asking him, "How do you know whether shoes will work if you don't take some steps in them?" He kept reiterating that I should have been able to put my foot in the shoe and know without taking any steps.

Ultimately, they have sent me a return label, I will be charged a restocking fee (for a SECOND return due to their shoddy explanation of the UK vs. US sizing). He did, however, keep repeating that if the shoes arrive with any visible wear, they would be sent back to me with no refund. The shoes do not have any wear, but now I'm concerned that they're going to return them to me anyway. He REALLY didn't want me to return them.

I received a great deal on the shoes, which is the only reason I exchanged and the first pair for a second pair. But, the customer service at Shoes.com is terrible. The first service rep insisted on the larger size even though I told her multiple times I needed smaller, at which time she should have realized I was speaking US and not UK. The next customer service rep was rude, spoke to me like I was stupid, and multiple times contradicted himself by saying the previous rep made a mistake and then changing his story and saying she did NOT make a mistake.

I would rather pay the normal retail price for these shoes than ever shop at Shoes.com again. If you DO choose to shop there, make sure you read every ounce of writing on whatever page you're purchasing from. Perhaps, in my haste, I did not read the finest print, but the biggest point of reference size-wise is a GIANT size charge that does not state the shoes being shipped will be in UK sizes. It in fact tells you to order a. 5 size smaller than you normally would. I attempted to do that twice with no explanation. In addition, when the second order was placed, it was via phone through customer service. I was nowhere NEAR their website to see the UK size disclaimer, and again, the rep never attempted to explain that with respect to the sizing. Neither attached order confirmation reflects UK, and although the rep tried to actually stop the return due to my putting these on in my home and taking steps, you can clearly see there is no wear.

All in all, I recommend shopping elsewhere. Their ship times leave much to be desired, particularly when you have to pay for the item twice to make an exchange. Worst service I've received in a long time.

Purchased a few shoes from them, one pair was definitely used when I took them out of the box shortly after they arrived. Not only that, but it looked like someone had attempted to clean one on the rubber and the suede, plus there was a long hair inside of one of the shoes. So gross and unsanitary, not to mention a total rip off because I didn't buy used shoes. Contacted them immediately and sent pictures, I received a emailed response from Jamika telling me to send them back for a return and they will investigate whether they are defective or not and charge me $6.95 if they aren't deemed defective. I was just thinking before this that a mistake had been made and I would exchange them for a unused pair. But now I was mad. So I called them and spoke with Jonathan and requested to speak with a supervisor and while I was pulling my order number up he hung up on me. So I called back and spoke with Sandra and was told she was trying to teach a supervisor for 15 minutes, then told me they all went home for the day and someone would call me the next day. Nobody called all day, or halfway into today. I called just now and spoke with Albert, after explaining to him what happened, he asked if a manager called me yesterday and then asked if I did not get a voicemail, I double checked and no missed calls or voicemails. I can't believe these people lie and document that they called a customer when they didn't AND theyre managers doing it! He confirmed my phone number and they had the correct one. Finally got transfer to a supervisor, Lilian, who was really nice, but all she could do was waive the restocking fees and after more back and forth offered me a 30% off coupon. I declined since those coupons get emailed to me constantly anyway, but she said there was nothing else she could do. They also don't have the ability to send ups to you to pick up your returned used item, so you have to drive to it ups after all of this other drama. Unbelievable. Since they also refuse to do exchanges, she said I would have to rebuy the shoes and just wait on the refund on the old/used pair. So I went online to buy them a couple of hours later (and only because I had the coupon and I really wanted the shoes) and they had stopped carrying all of this style in every color during the time I had gotten off the phone with them, while I speaking with them they had them in every size in both color. So I wrote to the supervisor and just got a "sorry we are out of stock" response, I explained they were in stock while we were on the phone and asked her to do something, but she said there was nothing they could do. They are the worst company to deal with and I would never assume what I'm getting from them going forward isn't defective or used. I will never buy shoes from them again. There are so many other shoe stores online that don't operate this way, save yourself the headache. (PS - they also are shoebuy.com).

I have been a loyal customer of Shoes.com since they opened. & have spent Thousands w/ them. Only purchased shoes from Shoes.com. I have also referred many new customers to Shoes.com. I purchased a pr. Of Merrell shoes. I own a lot of Merrells, all from shoes.com. When I opened the shoe box this Horrible odor took over. Smelled like strong glue. The shoes feel like HARD cardboard. Where is the quality control? I am basing concern of quality control not just from my experience, but all the other reviews I have read. As I spoke w/ a few different rep. S I kept asking "has shoes.com sold or merge?" I could never get an answer. The phone # had changed. Customer Service which use to be GREAT! Is now HORRIBLE! In addition to purchasing, I wanted to speak w/ a Supervisor ie: 3 pr of Merrell shoes I purchased for my husband,& they are defective. I was told there was no Supervisor available (Never would have happened w/ shoes.com) I was told one would call me back. Yea well I got some swamp land that's a great deal for all of you to buy. Of course I never heard from anyone. Customer Service which I use to brag about to my friends & insist they shop w/ shoes.com. Now is HORRIBLE! I believe these nice reps trying to do a good job are limited by the tools they are given. Who knows what the powers to be are up to, what their plan for the business is. I believe (after reading about the Key Executives) that they know Exactly what they are doing. I use to brag about the Service to my friends to convince them to try Shoes.com. I believe these nice reps are doing the best they can w/ the tools they are given. My husband is a very successful Physician/Expert Witness. A lot of them like to wear clogs. I purchased my husband Merrell Encore Bypass in all colors. It's a clog. I ordered him every color they had (3). Last month I pulled a pr out of closet to have his size. To do Xmas shopping w/ Shoes.com. I was shocked when I saw how they were completely falling apart. He has a LOT of shoes. It is not as if he wears only these 3 pr of shoes. The black pr has been worn 3 or 4 times & it is falling apart. I was in a store recently & another customer, male was wearing a pr of these shoes. I asked him how he likes them. He only has the one pr. Said he only wears this pr of shoes for 3 years now. His were in perfect shape. I read a lot of reviews on this shoe. One man said he has worn his for TEN years, and is now ordering another pr. All the reviews were such as this. No doubt I was sold defective shoes. They were not cheap. The black pr has been worn no more than 3 or 4 times & it is falling apart. I had a pr of Merrell's for close to a yr & it was falling apart (not cheap either) of course a supervisor came right to the phone & she sent me a new pr. I placed a nice order w/ her for 4 pr.of shoes. That is Smart Business... if anyone is listening. Or even cares. I was told there was nothing that could be done for me due to the time frame. The supervisor told me he would give me 30% off next order w/ free expediting. He was nice & was trying to do something. I told him "I cant believe this policy is in concrete" Sometimes some good ole common sense will take a co. Far. Why in the world would I purchase another pr of shoes from this company. Their reps should be trained that if a customer ask "has shoes.com been sold/merged?" How to address this question. With a very big positive "why yes we are prould to say that we are now owned/merged w/ Shoebuy.com. Either the reps I ask this of did not know or were concerned/ perhaps concerned about telling me? Not sure why they would not answer my question. This is why I stated Very misleading. I didn't know it was no longer Shoes.com until after these poor experience & Google: owner shoes.com. No were on their web site did I see it. Perhaps I over looked, but don't think so. Then in the fine print I read they want to charge me a restocking fee. Give me a break. So your restocking defective shoes, that you sold to me. It is not the money. Had you been upfront & explained there were a few changes I would have no problem. The supervisor did not tell me this. I have spoken w/ a few reps unfortunately. In the past when Shoes.com owned the co. All the reps I spoke w/ had a Lot of product knowledge. If you asked them "are you familiar w/ shoe A, they knew that shoe. Not the case now. I am very sad to say that if this co. Does not have the Ethics to do the honorable thing then I say "Hello Zappos, Nordstroms. Merrell. I believe in giving someone an opportunity to right a wrong before you write them off. I always strive to do the honorable thing by others. I dont understand those that dont. Again let's give them a chance to write a wrong. The benefit of the doubt.
I dont even price match, takes too long. I would not want to lose a customer like me.

One of my least favorite things is to waste precious time on negatives things and especially writing a bad review: it is a few minutes you cannot get back.

After I wrote to the company and advised that I will be submitting a review to BBB, to point out my disagreement, I was informed that the $6.95 restocking free will be reversed.

I have also e-mailed the company in advance and tried to make an exchange the same day the incorrect order arrived.

I have also noticed that some of these products listed can be misleading from the wording knowing that it is a 50/50 chance an item will arrive incorrectly.

Here is my case: The first item that they sent was the wrong pair of shoes. I called to exchange initially and was told that the system was down.

Called again, and they did not have the original item as intended, and the price increased with no room for an adjustment internally. As a result, I was given a return label after I sent a link of an additional purchase for the same item a few days after for the same shoe.

After reading several horror stories on what seems to be another way to generate revenue on erroneous return fees, some of which may be justifiable; I voiced my concern that I will not accept any restocking free because this was not my fault:

Although Customer service was ok, they have a script.

The other item: Again, it appears that they advertise an item in the color Green/Black, and have four different colors listed.

When you select one as in my case, black color, and placed it into the shopping cart, checked it out, they sent a Green color then forcing me to believe that I made a mistake.

Sure, some items are listed as Black/Green, Small/Large, but you have an option to select one that fits your style/size:

I am not sure how they receive a favorable rating from BBB when over 50 percent of other reviews are negative: BBB has a unique way of grading these companies.
Some of these fees I understand: I also believe that one should not wear an item on the first date from an online hookup, and if the other person did not like that outfit, it should be returned, or simply send it back beyond the deadline, or order a size you darn know well will not fit your $#*!.

As noted, the return policy is there to weed out some folks bad behavior, and I agree

In any business, rules should be in place, but I am not taking the blame for others' dishonest ways.

Here is one good part, despite frustrations, I received a Black Friday coupon.
Yes! I gave in like a teenager in love or some other addiction to sale items: In the end, another purchase on something I could use.

If it did not work out, I would have taken it to the Goodwill store, and moved on.

The $6.95 may not be important to others, but integrity is what keeps customers coming back.
Next time, on the more expensive items, please stop taking of. 5 cents to give an impression like they are on sale and to make these items no eligible when you run a $30.00 or $40.00 off any purchase above $100.00

I PURCHASED A PAIR OF CONVERSE TENNIS SHOES ON APRIL 10,2017. WHEN I RECIEVED THE SHOES I DISCOVERED THAT IT WAS A MEN SIZE INSTEAD OF A WOMENS SIZE I THEN CONTACT SHOEBUY AND LET THEM KNOW THAT THE SHOES WERE A MENS SIZE 7 1/2 AND NOT A WOMANS SIZE AND THAT IS WHEN THE REPRESENTATIVE INFORMED ME THAT THE SHOES ARE UNISEX AND THAT I WOULD NEED TO EXCHANGE THEM FOR A MENS 5 1/2 WHICH IS EQUIVALANT TO A WOMANS 7 1/2. SHE INFORMED ME THAT IF I RETURNED THE SHOES THAT THEY WOULD KEEP A $7.00 RESTOCKING FEE BUT IF I DO AN EVEN EXCHANGE THEY WOULD JUST REPLACE THE SHOES. I RETURNED THE SHOES THROUGH UPS ON APRIL 17,2017 AND THEY RECIEVED THE SHOES BACK IN THIER WAREHOUSE ON APRIL 20,2017 IN WHICH I THEN RECEIVED AN EMAIL FROM THEM STATING THEY COULD NOT PROCESS MY ORDER DO TO MY ORIGINAL CARD USED FOR THE PURCHASE BEING INVALID THAT IS WHEN A RED FLAG WENT UP BECAUSE I THEN CHECKED MY BANK ACCOUNT AND SAW THEY LIED BECAUSE A NEW CHARGE IN THE AMOUNT OF 34.96 WAS DEDUCTED FROM MY ACCOUNT! I THEN CALLED SHOEBUY AND SPOKE WITH A REPRESENTATIVE BY THE NAME OF NICHOLETTE WHO TOLD ME SHE COULD NOT PROCESS MY ORDER DUE TO MY CARD BEING INVALID BUT YET IT WAS CHARGED THAT SAME DAY BY SHOEBUY SHE THEN HUNG UP ON ME SO I CALLED BACK AND SPOKE WITH KHADIJAH WHO WAS ABLE TO REVERSE THE EXTRA CHARGE THEY CHARGED TO MY ACCOUNT BUT COULDNT PROCESS MY ORIGINAL REFUND ON THE SHOES THAT THEY RECEIVED NOR WILL THEY PROCESS MY REFUND IN THE ORIGINAL AMOUNT OF $34.97! THEY CANNOT JUST KEEP MY MONEY AND KEEP THE PRODUCT IT DOESNT WORK LIKE THAT! IM NOT SURE IF THIS COMPANY IS A SCAM OR WHAT BUT I AM LETTING EVERYONE KNOW TO BEWARE AND DO NOT DO BUSINESS WITH THEM THEY ARE THIEVES!

Twice I ordered a pair of running shoes in a particular color, and TWICE I was sent the wrong color!

Both times I called and spoke with a customer service representative about returning the items wrongly sent to me, and both times the rep wanted to charge me a restocking fee! I had to argue with two different reps that it was not my fault that they (ShoeBuy) sent the wrong shoeso why should I have to pay a restocking fee? Each rep told me they had to speak with a supervisor in order to not charge me the restocking feeso then I had to insist that the reps speak with a supervisor in order to get the restocking fee waived.

The first time the wrong item was sent; I did as instructed, printed a return label and inconvenienced myself to drive to UPS in order to return the wrongly sent item.

The second time I was sent a wrong item, I asked that they (ShoeBuy) call UPS and have UPS come to my house to pick up the second wrong item that was sent to me. I was told by the rep named Kisa(?) that she would, again, have to speak to a supervisor, however, that all supervisors were very busy with other escalations (hummm, probably because many other orders were incorrect) and that she would have a supervisor call me backI questioned if that would actually happen, and Kisa(?) went on to promise me that she would speak with a supervisor and personally call me back within the next two hours that never happened!

So now I am being inconvenienced, AGAINhaving to drive to UPS in order to return an item that ShoeBuy wrongly sent to me, TWICE!

Dont waste your time ordering from ShoeBuy Order instead from Zappos and Amazon, both of which have much better customer service.

I posted the following review and after I did was replied to by Darren I Shoebuy Rep., who advised me to forward my review to Shoeby customer service which I reluctantly did since they never answered my previous Emails and calls. Guess WHAT... you got it... NO ONE HAS EVER REPLIED EVEN ONE WORD!. I'm Not surprised... Just STAY AWAY FROM SHOEBUY AND YOU WON'T Get worked over!

Have bought many pairs of shoes from Shoebuy and they all worked so I NEVER had to deal with their FREE returns department. The following is and email I sent to Shoebuy... 4 times and it was never answered. I'm attaching it so you can understand what happened

Just wanted to say how sad I am about your site. I have bought many pairs of shoes from you over the years. They always fit, so I was never acquainted with your customer service- return dept. But I did purchase a pair of dr martens boots in early December that were a gift that didn't work. So I filed a return on your website, had to eat $8.75, and was to get a shipping label. Later that day I received an email stating you would refund my money minus the restock fee and to print the return label. Only problem there was no label attached. So I called your customer service number and after a decent wait got and offshore operator who had trouble hearing me and I trouble understanding her. She told me she would send a new email with a shipping label attached. Glad I didn't hold my breath cause it never came. So began a series of calls that took over a hour and a half of my time waiting to get through and trying to communicate to the person on the other end that led to nothing. I finally just paid the shipping costs my self and sent the package back to you. Now I'm wondering if I'll ever get a credit without going through the same time wasting processing. I have enjoyed your website, liked your selection, admired your shipping speeds and your email correspondence, but part of the deal is when things don't work, that the return procedure works as well as everything else. My experience says it doesn't. Not certain if I'll buy from you again or not! I'm not a happy camper right now, guess I will see how well the credit part goes before I start writing bad reviews for this experience.

I did get a refund minus the restock fee but never a reply.

After writing this Shoebuy's rep. Replied that he was sorry and that I should forwarded my review to Shoebuy. Evidently he didnt understand the part about Shoebuy has NEVER responded to any of the numerous attempts to contact them. But I did forward and guess what... NO REPLY. Save precious minutes of your life and don't get involved with company.

02-27-17 Still no reply from Shoebuy... I can now Say Darren I Shoebuy Rep is full of S_IT

Tip for consumers: make sure you don't have to return

Its been a week and i havn't got any confirmation email, but it was charged to my CC already!

Amazing product, large variety!