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?
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.
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.
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.
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.
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.
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.
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.
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.
Bought a pair of shoes and they did not fit at all, very small sizing, so I had to return them. I decided to buy local with the problems in sizing by manufacturers. Got to shoes.com to return no problem to return subject to an RMA restock fee, have yet to get a refund and its over their 5 business days, not a good company with some poor policies. You can avoid the RMA fee by buying another pair of shoes.
Extremely limited inventory. Shipping time at least a week after date of purchase. Meanwhile expect a flood of their sales emails several times a day every day no matter how many times you unsubscribe.
I purchased a pair of sneakers since they had a 30% off promotion on their website. My order was cancelled without any notifications. I called and was not given any logical explanation. I was advised that I can order again at a higher price with a lesser discount.
We want to apologize to this customer for there order being canceled. There are many reasons an order might be canceled ranging from inventory issues to technical issues. We would be happy to look into this if the customer would like us to. Please email us your order information at solutions@shoebuy.com.
I have been waiting 3 days for Shoe Buy to send a simple fax to my bank in order to take 4 charges off pending transactions, $65.00 each! I wanted to place an order for 1 pair buy they said that my address did not match my card, and recommended I call my bank to see why. There was no problem with my address and card not matching; however, they had received 4 charges for this one pair of shoes! When I first asked them to remove them, they said it would remain a hold on my card for 7-10 business days. Then, when they could tell I was highly upset about this, the lady said she took care of it but it wouldn't show up for 2-3 hours! It's now been 3 days! Every time I call they lie and say they're taking care of it, but don't, and they will not respond to my emails. They have the worst customer service ever, and I would not recommend this business to anyone!
We are sorry to hear of the experience you have had with us and apologize for the delay in removing the pre-authorizations. We are able to remove them electronically if the request is received soon enough. If they are not removed they automatically fall off within 2-3 business days however your banking institution might require extra time for them to not show on your statement anymore. We would be happy to look further into this for you. Please feel free to send an email to socialsupport@shoebuy.com with your order number? Thank you.
I just read that this company has inserted politics into their business by banning our President Elect Donald Trump's daughter's products from their site. I find that unacceptable. I will no longer visit this site when shopping.
I ordered 2 pairs of shoes because of availability & price. They arrived via UPS in shoeboxes in bags. They did not fit so I got a Return Authorization from the company & followed the instruction in the email they sent me. UPS said both pairs were received by Shoes.com. I called to ask about my credit and they told me that I did not put the shoe boxes in a return box and the shoe box was damaged. I replied that they should have gotten a credit from UPS. They probably did but they also only returned $30.00 of a $170.00 order.
Do not do business with these LIARS & CHEATS. They should be locked up & sent back to where they came from. I did not speak to anyone who speaks or understands English well. So much for tolerance.
Purchased a pair of running shoes, great price, within minutes of making the order I second guessed the size and wanted to go up a half size. Called customer service and was told it was too late order was being processed, it had been literally 10 minutes, told me if they don't fit, I could exchange shoes free if I wanted an even exchange. Ok shoes arrived too small called and was told they could not exchange shoes, they said I had Send shoes back and they would fully refund my money No restocking fee and I would have to do a new order for the larger size. So I made a new order, got a email with return label ups, email stated $6.95 restocking fee would be taken out of my refund. Customer service said I would not be charged since they could not process an exchange. When I questioned there policy service rep had an attitude. I am sure I am getting burned on this one. $37.00 lesson. Never again
Shoebuy.com has a new policy on returns. They no longer give full credit back for every returned item. Now there's a $6.95 restocking charge for every item returned. The new policy is not well publicized on their site. It would have made sense, considering the drastic change in policy, for the company to show this along with their proclamation that shipments are free and exchanges are free. I purchased 19 items, wanted to return 7 and shoebuy.com wants to charge me $49 to return those items. If I exchange for 7 items, there's no restock fee. I spent a lot of money and asked for an exception to the restocking fee. They wouldn't budge. I want to let folks know because it will be a shock to the system for anyone used to buying from them.
Hi Dennis - Thank you so much for sharing your feedback. 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.
I have been a customer for years and one of the reasons is the free shipping and returns. Lo and behold, they now have a "restocking fee" of $6.95 for each item returned. A sneaky way of getting around "free shipping and returns". Sorry, I won't be doing business with them again.
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.
Stay away from this company. Do not order. Tried to return the wrong size shoes and they act as though they have no idea what the hell is going on. They returned the shoes to me. Not only did they send them back without the box but they took the tags off and claimed I had worn them outside. Now according to their return policy without the original box and tags I cannot return the shoes. LIARS and THIEVES.
People you need to read the fine print. 6.95 re-stock fee; most companies charge something, unworn shoes in original box, how hard is it to walk around your house. I placed an order and received exactly what i wanted; in a reasonable amount of time. Very Happy SMH...
Never pay by credit card, only use pay pal. You will have protection if they don't ship the order. After asking pay pal to return the money to me ( 12 days did not send the order), for the first time they (Shoes.com) answered me that they could not send the order and would return the money. Better not order from them never.
Michelle C. (Shoes.Com)
May 28,2021,
I'm sorry, the order could not be fulfilled and had to be canceled. It can take 7 business days to see that refund on your original payment method.
Overview
Shoes has a rating of 1.5 stars from 502 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Shoes most frequently mention customer service, return policy and credit card. Shoes ranks 652nd among Shoes sites.
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
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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.