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"Like MANY other reviews on here I had a HORRIBLE customer service experience with shoes.com. I placed an order after hearing about a sale they were having. Approximately 5 days later I was told my order was cancelled. I contacted their customer service only to be told "Sorry, the shoes were not in stock". Shouldn't they have know that within a day or two not almost a week? AND.......when I asked if they would honor their promotion because they could not provide the items I ordered, I was told "Sorry, that promotion is over."NEVER AGAIN! I advise consumers to avoid shoes.com. Don't just take my word for it.....look at the other reviews."
"Horrible customer service. Placed my first order online with them. Received order confirmation, but after 4 days, their tracking system, still said processing. Called them up and all they said is the order did not go through and it is on their end, nothing to do with my payment or order. Customer rep said that nothing they can do to push order through. Very poor customer service. These people are careless. I would not order from them ever."
"I ordered a pair of Keen shoes from Shoes.com. Shipping was very prompt. However, instead of receiving a men's size 13 shoe, I received a boys size 13 shoe. No problem...I understand mistakes happen. I returned the incorrect pair of shoes via Shoes.com free return shipping label. I then called Shoes.com, to make certain I had ordered the correct item. Calling was not easy, as "all representatives are busy". After waiting about 20 minutes, I finally used the Shoes.com call-back feature, and received a call back within about 2 hours. I would have emailed, but finding Shoes.com Customer Service was not easy...never did find that magic email address. The Shoes.com phone rep I spoke with was not professional at all...she basically stated "mistakes happen". I understood that, and that was not the reason for my call...the only question I needed an answer for was "did I order the correct MENS size 13"...she assured me that I did order correctly, and to send in a second order and all would be well. I submitted that second order, and promptly received ANOTHER pair of boys size 13 shoes. Again I tried to call, to no avail..."all representatives are busy". I did find a customer service email, and did send an email outlining my dilemma. So far, no response. Will I attempt that magic third order? No. Will I order again from Shoes.com. No. "
"I recently ordered a pair of shoes for my wife. Unfortunately shoes were narrow and we had to return. But the experience was extremely pleasant. From ordering to getting refund all together took just 11 days and it was hassle free. Even tough I ordered from their sister company onlineshoes.com a while ago it was my first from them. After reading so many negative reviews I was really hesitant. I took my chance anyway. To onlineshoes.com and shoes.com, are 2.50 and 2.67 ratings out of 10 acceptable to you? It clearly shows people's dissatisfaction. It seems a lot of things are not right. As a well wisher I hope you would take necessary steps to rectify the problems and clear the way to prosper."
"I placed an order on shoes.com website. A second later I received an order notification email from shoes.com and I also received another email from Onlineshoes.com: "Thank you for shopping with OnlineShoes.com. We are writing to advise you that when we attempted to authorize the payment provided for this order, the transaction was not successful. Please check with the associated financial institution to inquire about why they may be declining the authorization attempt". I was confused as to why I'm getting email from a different company? but, I called my credit card company to find out why the transaction was denied. The credit card said that they did not deny any transactions, and there were no transactions coming through from shoes.com or onlineshoes.com. I decided to call shoes.com, and after I explained the reason for my call, the customer service rep hung up. I thought that maybe the phone call was accidentally disconnected and called again, but the same thing happened. Weird. In the last few years I placed several orders with them, and apart from occasional long delivery time, there was no other issues. Not sure what's going on with this company."
"I have no idea why these reviews are so bad. Maybe they have changed management, have gone through restructuring or whatever, but my order was completed in time and the shoes came in on time as well. When I received them, they were the size I had ordered, and they were new. However, when I wore the shoes, they were kinda tight so I looked into getting wider sizes. I called them and their customer service rep was INCREDIBLY nice and very patient. We got disconnected during the call because I pressed the wrong button on my phone and he called me right back. He even offered me an additional 5% discount on top of the 15% I had already received and to make it better he upgraded me to free 3 day shipping. Over all, I am very satisfied and everyone should give them a chance. Companies, just like people, do change. 5 stars all around."
"I wish I had read these reviews before I ordered shoes from Shoes.Com. I ordered two pairs in January and something went wrong with payment from their end. So I asked them to cancel it and reordered the shoes 6 weeks ago and still haven't received them. I thought I would wait a few weeks because I'm in Aus but still nothing. Both orders are sitting on my account! I have sent numerous emails but just being ignored. I am willing to be patient for my order if they would only reply. I ordered summer shoes, now we are in Autumn and will not be able to wear them until next season! So upset. Can anyone offer some advice on what I should do? "
"I felt compelled to write this review. I ordered a pair of Vans (because they were $10 cheaper than everywhere else) and then rushed to cancel my order after I read all of these terrible reviews. However, they are not able to cancel orders. I am glad to announce that my shoes came almost 4 days early and they are brand new. I had no problem in ordering the shoes and I received them very promptly. I think the reviews on this site are outliers and I can say firsthand that the service is not terrible (I guess if you get lucky)."
"Such a bad experience. I made two orders for one pair of shoes and there are manufacture defects for both of them. I love that shoes so much and shoes.com is the only place I can find it. I had to make the third order from them. They canceled my order due to insufficient inventory. But that shoes are in stock all the time. I made a fourth order then. After a few days, it's cancelled again with the same reason. The shoes are still in stock. I think they are personally against me. They are not confident with their product quality. Otherwise, how can you imagine their efficiency. They don't update their website for 2 weeks. I must be insane and spent so much time on this company. This will be my first and only shopping experience with shoes.com. I will never shop from shoes. com again. "
"I don't know why there's so many terrible reviews.... Before christmas, i ordered a pair of timberlands and waited 2 weeks to receive them. I called the day before New Year's Eve and found out they weren't in stock and were never even shipped. I was mad and disappointed about this, especially because i was waiting to receive my shoes and nobody even told me that they weren't in stock/not shipped. Customer service gave me a refund and it was no problem. A few days later, i checked the shoes again and saw they were in stock! I ordered them and everything went fine this time. I finally received the timberlands and I couldn't be happier. Shoes.com was the only website i could find with the timberlands i wanted and they were cheaper than all the other websites i checked which sketched me out a little bit... After reading all these reviews, i thought i would be receiving a terrible pair of shoes that i would have to return. But I couldn't be happier with my shoes and would order from shoes.com again "
"Don't order here unless you're in no hurry to receive your shoes !!!!It took 2 weeks for my order to arrive (and I'm only a 8 hour drive from the FedEx warehouse)- they had all kinds of excuses such as having to wait for the trailer to fill up before FedEx will pick it up, Christmas holiday, etc. - basically they use a cheap version of FedEx which then delivers to the Post Office for yet another delay.When I ordered there was a 15% discount SITEWIDE but they wouldn't honor it because they claimed they were not able to discount Uggs "due to our contract with Uggs."However 2 days after the shoes arrived they were on sale for 20% off but they would not honor the sale because I ordered over 7 days before.This site is a Zappos wanna-be but their poor shipping and sleight of hand with prices insure they will never get a good reputation.Customer service is polite but basically doesn't satisfy you."
"Seeing red, ONLY BUY FROM THIS COMPANY IF YOU WANT A HEADACHE!!! I wish reviews poppes up on their website as a red flag for everyone before they purchase ANYTHING from shoes.com.I placed a Christmas order before black Friday and never looked to see what the estimated delivery date was. December 4th, a Thursday, I tracked the package which said it had been delivered the day before. I immediately emailed them and it came back with a reply saying I would be contacted within 24-48 hours. On Tuesday afternoon still never heard a word from this company, I called them. After a run around with their proceedures, the lady told me it would be a couple more days before I heard back from them in regards to the missing package. It's now the 13th and I have, yet again, not heard a word nor been refunded my money. "
"I have not even received my shoes yet. And according to tracking number I will not have them until maybe Saturday 12/13. This was not a special order. Mk flex mid pump. Almost 2 weeks for delivery is unacceptable in my book. I had to still go shopping for a pair of shoes because these were for a event. On 12/13/2014 . And whenever I do receive my order from you. I will have to take the time to return them. And customer service informed me they would e-mail me a return label. This never happened. So also another phone call to customer service because your link on your website does not work to email customer service. This is not even con. Considered. Customer service. And from what I. Can see your return policy turn around is crazy. I will be expecting a full refund. No restocking. No processing fees. My full amount I paid. I am entitled to get 100 percent back. I have a email confirmation that is from shoes.com stating on 12/1/014. My item was shipped. This is a false statement. It was not shipped on this date indicated on your e-mail."
"I placed 5 different orders on the same day. 1 and 5 order was processed and finalized. But the next day I got and 3 email, each cancelling the 2nd, 3rd, and 4th item done by the audit team. So I called them and they said, it was audited and possibly bez they couldnt verify the address or phone number. Um Weird! and bad excuse!This is more infuriating cause it was suppose to get bonus miles through my airline, but the day or purchase was only day for bonus. So no bonus miles. On top of that, I even called Shoes.com right after the final order and told them, its not a scam, and I did made those purchase and it wasn't an error. Telling them to be aware i want those shoes. So I call my bank, and ask them. and they said, nope. They had no issue w my purhcase, didnt reject or flag any transaction and don't understand why Shoes.com would say what they say. "
"I received an email my order was cancelled. I called the representative who was very rude from the beginning. I informed her I was calling to find out why my order was cancelled. She asked me to verify my addresses which I did. She then go on to say it didn't verify with the bank. I then told her there has to be some sort of confusion lets rectify the situation. She then continued to be very Nasty .I told her I never hada problem with any other online company. I told her to Refund my money because clearly the money has been removed from my account already. Before I can finish she hung up on me. Very poor customer service will never order from them again. Worst online store"