"I placed an order with them on July 15, 2019 and had to immediately cancel it because of improper shoe sizing. The pending charge is on the credit card taking away from my available balance. All shoes.com had to do was contact my bank and tell them the order was cancelled rather than me having to wait 30 days for the charge to drop off. After several phone calls, shoes.com told me is is not their company policy to contact banks during the refund phase and I would just have to wait 30 days. I have shopped for years with vendors online and never encountered this obstinance. If you did a product, save yourself the trouble and order from another online vendor. If anything goes wrong with your order, shoes.com will not be able to help you fix it. "
"I bought a pair of sturdy Rockport world tour shoes, only wore them 4 times and the bottoms fell off both shoes, only worn inside and never got wet. I called to ask about returning defective shoes and was told that I was 4 days over the 60 day return policy so too bad, no customer service or flexibility. I had been a longtime customer with over a dozen purchases, no more, never buying from them again. "
"I received a defective item and just wanted to swap the shoes out for a non defective pair. I called thinking it would be no issue. However, Julianne informed me that I could not swap the shoes out for the same price. I had bought the original (Defective) pair with a promo code and rewards points. She informed me that she could not match the promo code and could not use my rewards points. WHAT? All I wanted to do was swap the SAME SHOE, SAME SIZE, SAME COLOR, for a non defective pair. Julianne then informed me she had to hang up on me and call me back. I asked why and she said metrics. She said she could only be on a call for so long or would get in trouble for call log metrics. SHE LEGIT HUNG UP ON ME. She called me back and I was then informed I'd also have to eat a $6.95 restocking fee. Why?? All I want to do is even exchange for a non defective pair of shoes?!I talked to supervisor, Diego, he seemed to not care or understand anything. Who hires these people? They eventually got it down to where I was paying like $10 bucks more for the shoes to be replaced. Annoyed but really needed these shoes so I said yes. They also said they'd waive the restocking fee. However, a week later I get charged the $6.95 restocking fee. I called in and spoke to Javier who seemed aloof and didn't care. This site has great prices and I've had great experienced in the past but god forbid you get the wrong size or your item arrives defective, good luck! This is the worst customer service I have ever received from anywhere and I hope they can make some changes to their "policies" but until then I will not give them my business. I'd rather pay more for a product from a company who cares about their customers. "
"This is what you see in a google search for shoes.com:
"https://www.shoes.com/contact/customer-reviews
Read Customer reviews and testimonials from Shoes.com.com; shop with confidence and enjoy free shipping and free returns." Free returns implies FREE. I ordered 2 pair of shoes for my daughter and they had no arch support, her foot slipped and they were not comfortable. I called to get a return label and learned they charge $6.95 per pair restocking fee. What? There are too many other reputable shoe companies to deal with that b.s. RIP to shoes.com!"
"shoes.com say on their website free shipping and returns.on returning charged me with$5.99 restocking fee.deceptive business practices. we won't buy anything from them again!!!!!!"
"They sent my shoes to my billing address, NOT my shipping address. My shoes went to another person's home and sat in the yard and in the rain. I did get my shoes, HOWEVER, one of the shoe boxes had NO shoes in it!!! I did just call them and after an annoying 20 minutes on the phone, was told that they are doing an "investigation" and it may take up to 10 days - okay, that is understandable - annoying and a waste of my time - but, understandable. I received NO apologies and was made to feel as though I did something wrong - what a joke! The other 3 pairs that I did receive do not fit - and even hurt my feet - so I will be returning. There is a $6.95 fee PER PAIR for "restocking". Again, what a joke!!! Per pair is ridiculous AND, after the companies' mistakes they should be waiving those fees!!!"
"Unfortunately, they refuse to resolve an issue I had with a recent purchase. Bought a $90 pair of boots, tried them on and sent them back on an even exchange for a larger size. All good so far. I get the new boots a week later, and lo and behold, my returned smaller size was returned to me 2 weeks later with a note that the soles were dirty. This is a scam that I found (too late) that is all too common with Shoes.com. No call as promised from the "manager" Steve (Johnson). I will no longer shop there based on customer service alone. I've been pleased with all my purchases but one. Been a customer since 2016. No more. I thought things were on the up and up once Bradley Wilson formerly of Travelocity took over. Buyer beware!
Updated: I sought to exchange one size shoe for a larger one. The message from the email bot stated that an even exchange was in process. I sent the original shoes back. In a few days, I received the larger size. Great. There was no additional charge .... until a few days after I received the larger shoes. Not only was I out for the original shoe purchase, but was charged again for the same shoes in the larger size. I called. I emailed. Both via phone and email responses reported that the original shoes had been worn. That is where they con you.As soon as you take the shoes out of the box, and try them out at home on carpeted floor, they are considered used. I have returned a mattress to a mattress store after sleeping on it to try it out for a week, no questions asked. How is slipping on a pair of shoes different? It's not. Buyer beware. You will be happy with shoes.com while you are satisfied. As soon as you have a request, return or complaint, you will be silenced and ignored.
And don't bother going on their Facebook page to bring up the matter Is you list a complaint on Facebook, they will ask you to private message them, where you will get the same non-answer -- too bad for your loss. Have a nice day. If you continue to raise the issue on the public face of their social media site, they will block you from posting on their site, so all a person sees when going to their Facebook site is happy, glowing, and most likely staged, customer feedback.
There is a bright side. Within a billing cycle or two, you can report the charge as fraudulent on your credit card. You'll provide the detail, your credit card company will research, and inevitably the cc company will side with you and reimburse you for your loss (the extra charge). Why? Because credit card companies understand business -- happy customers are loyal customers. I have had the same two credit cards (and only two) for the past ten years. I will never shop at Shoes.com again after my first experience with them.
To recap, I had the money from the second charge reimbursed to my card, and I have two pairs of nearly identical shoes for one price. BOGO karma."
"I ordered Sneakers from them. They did not fit. I sent them back. They claimed they were worn and could not RESELL them. Therefore, I got not refund. The sneakers were not worn for long and clean when I sent them back. I would never ever buy from this company again! They don't even deserve a star."
"I have purchased shoes for many years from shoes.com. Never again. I I bought a pair of nice, and leather dress boots, and I and when I received them, I was they were too small. I sent them back and later received a note from shoes.com, saying that I was supposed to put shoebox I side another box. the note also said that the shoes were scuffed and which is untrue. I the shoes were never worn, and I and there wasn't a single skuff! This company LIES, AND I WILL TAKE MY BUSINESS TO ZAPPOS! "
"Ordered shoes, shoes were too small tried to return following their policy. They would not accept return. Im out the money and have shoes that don't fit"
" Over the years we have spent thousands of dollars on the Internet and never had an experience quite like this. This company should not be trusted and nver used by any consumer. Will spare the details of hours of fighting by email and phone. Quite simply they sent a jacket that was almost $1000 it was clearly used and worn. They refused to send a new replacement or refund us. They basically robbed us we are escalating now but such a awful company please listen to the many terrible reviews and never shop with this online company you will regret it!"
"5 minutes after my shoes arrived i tried them on and the leather lace broke. Customer service rude and told me they would have to "review my shoes at the warehouse." How about "So sorry, can we replace them?" Or "You can return them no questions asked." Nope. $6.95 to return them assuming I pass the "review." Told I better hurry and return them because i only have 60 days and told me twice they have to be unworn. At least at this point take my word for it. WOW."
"HORRIBLE! DON'T BUY FROM SHOES.COM
I was told several times I could return my new tennis shows that I bought from shoes.com, they even emailed me a prepaid shipping label. 5 weeks AFTER I shipped my shoes back to shoes.com, I received my shoes back saying they couldn't be returned!!"
"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). "
"Ordered shoes from here and paid for faster 3 day shipping. The tracking receipt that was emailed to me said it was 5 day shipping. I called shoes.com customer service to try to refund the shipping. The phone operator on the other end repeatedly told me that i was incorrect for thinking 2 days of processing and 3 days of shipping equals 5 days. I was hung up on for calmly and respectively disagreeing with this. As i see from the other reviews of Shoes.com on here, I am reassured that i'm not crazy... "