I received a hat that had two pulls in it. It wasn't packed very well either. I asked to exchange it for another one. I called Customer Service. They sent me a return label and said I had to send it back, and re-order the hat. That alone is inconvenient but since they have a restocking fee for returns (not exchanges) I asked if there would be a restocking fee. They said there wouldn't be. I spoke to a manager and told her of my dismay at the exchange policy. I thought I could send the hat back and received another one. I was assured by her that there wouldn't be a restocking fee. I received the money back today and it was minus the restocking fee. I called and told them what happened and they said they are refunding the restocking fee. What a hassle dealing with Shoebuy!

KRNJ

NJ

I purchased a pair of shoes. The recommendations on the reviews said to order a size larger. So I did this. The shoes were too big and I didn't like the color of blue. When I went to return the shoes the rep said that there was a 6.95 restocking fee. I told her that the site said free returns. She said that free exchanges. I think that it should clearly state that there is a fee for a return. Needless to say I won't be shopping there again. Fool me once.

MillieKay

Midwest

I will never do business with shoe buy again or recommend to anyone. My order has been a headache and a nightmare. Customer service is poor, gives inaccurate information, the tracking information entered was incorrect. I contacted shoebuy numerous times and a few days ago and all of a sudden I have a new tracking number! I have a feeling this was sent a week later because a company error, when I called to cancel the order because of the slow shipping and poor service I would be charged a $7 fee! I have worked customer service for 10 years and discussed refusing the package, she said I still would be charged even know f I said return to sender and did not open the package. Terrible service all around! What a waste of a few hours of my life!!! DO NOT PURCHASE FROM THIS COMPANY

Ninjabreezie

Lexington ky

I have bought from Shoebuy in the past. I have narrow feet and appreciate online shoe shopping. My "MO" has often been buying two sizes and returning. Shoebuy never emailed to say they changed their policy and you don't know until you return some that there is now a 6.95 restocking fee unless you exchange. I called to ask for a "pass" as this was my first time under the new policy. Why would I buy two of the same style if I knew this policy? Customer Service was unsympathetic - almost nasty. I went up a level. Same thing. They turned off a customer of 6.95. I had one other pair in my order which I exchanged (phew, free). Held on to the original, and then when I had the two, I decided to keep the first - it did fit better. Again, they wanted 6.95. How can one buy shoes one pair at a time, especially when it take several days? Shoebuy, you are going to be in trouble now. It hardly seems worth it. I'll have to be desperate to look at your site again.

shoebuyer

Boston

Ordered the product Nov 21 thinking it would be here in a week or so. The order was not filled until Nov 30. It took until Dec 9 to get here. Wanted the shoes for a Christmas party on the 5th. Thanks Shoebuy, not only for a more expensive shoe, but one that didn't arrive in a timely manner. Called customer service, only to be answered by someone who just did not care. Told me it had shipped, when in fact it had not. Poor customer service, high prices, slow shipping. There are too many shoe stores out there to put up with it.

PaulaI15

Crystal Beach, Tx

I have been shopping with ShoeBuy since I bought my wedding day shoes in 2007. The biggest appeal of the website was always the large selection and free shipping and returns. The experiences were always positive until this week. I ordered winter coats and snow boots in various sizes and styles with the intention of returning the unwanted products, just as I have always done. I go online today to print my return labels easy easy like always and much to my surprise I see the almost $7 restocking fee per item. As a long time customer I feel deceived, as the company does not warn of the fee prior to purchase. I can understand that companies sometimes need to make changes to their practices and policies, however the way in which ShoeBuy has done it feels shady. Long time customers kept coming back because of the selection and the former return policy, but based on the newest reviews it seems like that's going to change. I will never use this website again, I will never recommend it to anyone again, and I have to spread the word to my family and friends I turned on to this site to shop elsewhere. I did contact customer service directly, the woman I spoke with was friendly and understanding (Tania), but ultimately skirt around the issue. Now I'm stuck with $28 in fees, about what I "saved" during their "sale".

KatMC

NJ

NO CUSTOMER SERVICE HERE! ORDERED 4 PAIRS OF SHOES FOR MY HARD-TO-FIT DAUGHTER AND WHEN THEY DID NOT WORK, SEARCHED HIGH AND LOW FOR WEEKS LOOKING FOR A PACKING SLIP THAT NEVER EXISTED. APPARENTLY, THEY DO NOT PLACE A PACKING SLIP WITHIN THE SHIPPING BOX -- ONLY SENDS EMAILS. ALL EMAILS WENT TO SPAM! I DID NOT EVEN THINK ABOUT LOOKING IN EMAIL BECAUSE EVERY COMPANY THAT I ORDER FROM PLACES A PACKING SLIP FOR RETURNS IN THE SHIPPING BOX, NOW I AM STUCK WITH 4 PAIRS OF NARROW SHOES THAT NO ONE FITS -- I ASKED IF I COULD JUST SEND THEM BACK FOR NO CREDIT AND I WAS TOLD THEY WOULD JUST SEND THEM BACK TO ME -- WHAAAAAT??? I WAS GIVING THESE UNWORN, TOTALLY NEW SHOES BACK AND THEY DO NOT WANT THEM. NEEDLESS TO SAY, I WILL NEVER BUY FROM THEM AGAIN AND I DO NOT RECOMMEND ANYONE ELSE PURCHASING FROM THEM UNLESS THEY READ ALL THE FINE PRINT. I WAS TOLD THAT THEIR RETURN POLICY IS CLEARLY STATED ON THEIR WEB SITE AND WHEN I ASKED WHERE, I WAS TOLD UNDER THE HELP SECTION - READ THAT BEFORE YOU ORDER...AND DO NOT SEARCH FOR A PACKING SLIP AS IT WONT BE THERE!!

TINYTEA

MICHIGAN'S THUMB

Poor customer service. Snarky and dismissive supervisor. Misleading information - person first encountered, a girl,was very nice but could not help with the problem. Sent me to supervisor. Supervisor dismissed what I was told by her by simply stating "she is new" ... as if that was not the company's problem, taking no responsibility for what their employees tell or promise to customers. One package came with torn and bashed outer AND inner shoe box. Supervisor told me to find my own return shipping box. I then asked for the "restocking fee" to be refunded since I would be doing all the work. Supervisor did not offer any assistance until pressed further and threw the problem off to UPS. Ordered two pair of boots - return shipping labels NOT included with EITHER box of boots. Didn't offer to send - had to be asked!! THIS COMPA NY HAS GONE WAY DOWN HILL IN RECENT YEARS. Will NEVER deal with Shoebuy again. BUYER BEWARE!!

Dexa

Midwest.

I have been buying shoes from shoebuy.com for years, they always had free returns. On August first they QUIETLY changed this policy without telling their customers. I did my customary back to school order. I ordered a few sizes to see which fit and when I returned the others i got hit with 70 dollars in "restocking fees" 6.95 per shoe. When i asked for a one time waiver, they were obnoxious and unwilling. They would not explain why there was no notice. When i told them their website still says free returns they said that was due to cookies. I will never be using them again, and neither should you.

Neveragain22

NEW YORK

After being a customer for over 10 years, I got an order where one pair of slippers was missing and the other was oddly stretched out (come to find out, it was USED). When I tried to get a resolution through Customer Service, I spoke with three of the rudest, more unyielding people I've had the displeasure of dealing with. I will never again buy from shoebuy.com. I don't trust the quality of their merchandise, and I don't ever want to have to deal with their customer service department again... ever! BUYER BEWARE! RUN AWAY!!!

JoannePO

Raymond, NH