Shoes.com Reviews

Didn't read the return policy because I have been a long time customer, though I haven't placed an order in a while. To my shock and surprise, there is now a $6.95 restocking fee for all returns. Shame on them. Will no longer be purchasing anything from them, ever.

I ordered a pair of Doc Martin work boots. Accidentally orders wrong size. Trashed shopping box that shoes came in. Mailed back unworn boots back in Doc Martin shoe box. Called to find out status of return, was told shoes would be mailed back to me and that they were not returnable because the shoes were not shipped in the shipping box even though shoes were still in new, unused condition. So now I have $100.00 boots that I can't wear. Thank you shoebuy.com. Will never buy from you again and will tell everyone I know not to purchase from you.

When a company won't return money they had no right to withhold, the correct word is "Thieves." No more, no less. I received a pair of shoes that were stained. I returned them as "defective". Never is a customer asked to pay a return fee when the product is dirty, stained, or defective. Yet they withheld $7 claiming their "review" of my returned shoes showed no problem with them. They can say 2+2=5. Doesn't make it true. I encourage others to report them to Better Business (I did), and I will not stop until they are out of business, fined, something to make this right. Can't add receipt.

I purchased a pair of Asics running shoes during one of Shoebuy's private event sales. I received an order confirmation and it stated that my Discover card would be charged and gave the purchase amount. I awaited shipping confirmation, which Shoebuy stated would take 1-5 days. It has now been 9 days and I have heard absolutely nothing. I sent an email inquiry to their customer service email and have had no response. A similar situation happened to a few months ago, again during a private event sale, but that time I received an email stating that the product was sold out and they could not fulfill my order. I was annoyed and sent them a letter of complaint. I got absolutely no response - not even "we're sorry we screwed up" response. I have been a good customer of this company for several years and apparently they just don't care. I will no longer waste my time placing orders with Shoebuy.

I used Shoebuy because they offered free shipping free returns. I ordered two pair of shoes, one was much too big, so I tried to return it. Although I had received a shipping confirmation to my email address, every time I tried to log into my account, I got an error message that my email address wasn't in the system. I called the toll free number and got someone who didn't speak English, and didn't know how to process a return. He said call back later. I called back later, got someone whose English was slightly better, who said I had to pay a restocking fee. I said there was nothing about a restocking fee on the website, just free shipping free returns. He said free returns meant free shipping return, but there was a restocking fee. After clicking through several pages and reading through the fine print I did see notice of a restocking fee. So not only false advertising but zero customer service. This company borders on fraud.

Since I wrote this review, I have been in contact with the company and they have resolved this issue and are refunding the restocking fee. Therefore, I am changing my rating. I would purchase from them again as their discounts are good. The only reason not to give 5 stars is that makes it easier for the customer if the return label is enclosed with the shipping purchase.

I ordered a pair of quality sandals as well as two other shoes for my children. (Those were true to size.) I have been a loyal customer since 2010. The sandals were a little tight around the toe and I was afraid I would get a blister so I called and said I would like to exchange the shoes for a larger size. I ordered through Paypal so I would receive the 6 months delay in paying. The website was acting up and when I called they said it was vendor's site not Paypal that was not allowing me to complete the exchange.

I have ordered many times for my entire family from Shoebuy.com. I had not ordered in the past few months. When I order I always buy for my children in 2 sizes, keep the 1 that fits and return the other for free. I do not wait to make an exchange because the other size can be sold out. They always have free shipping and returns. Bought 2 styles of shoes, in 2 sizes, went to return the 2 that didn't fit, was shocked to see a $6.95 restocking fee per item! Called customer service, was told it's a recent policy change. Talked to a supervisor, was told if I order 2 other items they will count it as an exchange. Refused to waive the fees or even make it 1 fee per order.

I ordered shoes from Shoebuy. When they arrived, they did not fit. I called the 888 number to discuss this problem, as there is apparently a TIME LIMIT within which merchandise must be returned. The second person I spoke with was abusive, condescending and nasty when discussing my order. He claimed he couldn't look up my order no. because "there were too many orders" under my name & email (There were no other orders listed.) I explained that I am 74 years old, which only made him worse. I will NEVER ORDER from Shoebuy again!! Skip these people.

They sent me someone else's order. I called. They sent me an air bill to return the shoes and 5 days later I still cannot get a status on my order. When you call you go to a phone bank in India and a supervisor is never available. Never again I will stay with Zappos.

I was initially drawn to Shoebuy because of their great discounts. However, my most recent purchase charged my bank account the total amount of my purchase. The next day, I see that there is an additional charge of an amount that is the price of one of the items in my purchase (I purchased 2 items in total). I called customer service and told them that there was an extra charge on my account -- they said that that is "how their system is." They said that the charges are there to make sure that there is enough money in my account -- and that it is charged once the items are shipped.

This is the absolute worst online company I have ever dealt with. I buy almost all of mine and my daughter's shoes online. This is the only company I have dealt with that will charge for expedited shipping and then take 5 extra days for processing. Do yourself a favor and order from Zappos, 6pm, OnlineShoes, anyone but ShoeBuy. You will thank yourself when you do!

I have dealt with Shoebuy.com in the past and never had an issue with them. Something sure has changed in the way this company does business. I ordered a shoe for my husband in a style and brand he has worn before and really likes. When the shoes arrived, they had a Velcro closure, not a lace up shoe that we wanted. I phoned the customer service department and after investigating the agent told me the shoes are out of stock in the lace up style. Instead of contacting me, they just substituted the Velcro shoes. I was sent a return label via email, but I was also told my refund would be minus a $6.95 restocking fee.

According to their advertisement, free shipping and free returns were promised. However, after returning a shoe that didn't fit, they are charging a $6.95 restocking fee. If returns are free, no restocking fee should apply. They sent a pair of shoes back claiming they couldn't be resold must have been in some small print somewhere. Now that got me going since I've bought 5 pair of shoes from them that did work. As soon as I have a problem they drop the ball. Feeling burned for my hard earned dollar.

I ordered a pair of shoes and when I had gone through all the payment and shipping info, I pressed "submit". I received an error message. I waited a few minutes and checked my email for a confirmation in spite of the error message. When I did not see a confirmation, I reordered. I then received two confirmations. I went onto the website and filled in an email message stating the issue. No answer. I did the same thing 24 hours later. No answer. I called, waited on hold an hour and was finally told I could leave the product outside the door, UPS would pick it up and I would have to pay $10, which would be refunded.

I made my first purchase yesterday, and I don't get any e-mail about confirmation order so I get worried because they charged my card $75 ASAP. So today I get in my computer and go to google and check the reviews about SHOEBUY... Yeah!!! My mistake (OR NOT), I READ ALL BAD REVIEWS... Omg! Everything is so bad, so I get more worried and I call customer service - so nervous. So I talked to Mike. Is great, help me with everything. If you read all those bad reviews and you need to call them, please asking for Mike, because everybody here say the same thing, bad customer service... So probably they don't get Mike. So I hope I get my email for my order soon and I can't wait for my sandals!!

I ordered 2 pairs of shoes. They advertised free shipping and returns, similar to Zappos. The shoes are plastic, cheap and look like they would fall apart after wearing once. When you call to return, they tell you there is a $6.95 (per pair of shoes) restocking fee, and my comment to them was they should not advertise "free" shipping both ways, because you pay $7 a pair to return these plastic shoes. So on a $30 pair of cheap, fall-apart shoes, paying $7 to return is ridiculous. I will never order from them again.

Ordered 1 pair of shoes, computer glitch sent and charged return. The company filed the order, but return was made. Received and now they tell me a 3rd party vendor supplies the shoes. Until they get an email of recipient, no refund!

I have been a customer of Shoebuy for over 10 years. NOT anymore. I have not purchased anything since July 2015. Needed a pair of shoes for a wedding in May 2016. Looked and found a pair that said it was a $80 boot on sale for half price. When the boots arrived, very cheaply made. Soles are all plastic. Thinking that no problem, I will just return them. Then at the end of filling out the form there is a $6.95 restocking fee. Called in, got customer service, was on hold for 10 minutes. Was told by customer service and then asked for a supervisor. Had to wait for her to call me back. That its on their website. I said "its should of been a notice at checkout". Would not refund the restocking fee.

I went through all the channels at Shoebuy when I received someone else's order (they sent men's shoes). I found out the corporate owner of Shoebuy is IAC so I looked up VP Jason ** for help. His assistant called me back (a week later). She was very rude and obnoxious. Kept saying things like, "Isn't there a customer service number for Shoebuy?" (Tried that, didn't work), "This is IAC, I can't do anything." (really?? IAC OWNS Shoebuy. Pretty sure you can do something). And the best one when I said I would post a poor review "Ok you do that!" (and hung up on me.) She didn't think it through because I called her back and said "I WILL DO THAT." Maybe if Mr. ** assistant gets enough calls she will change her mind and do something (LIKE GETTING MR. ** TO FIND OUT WHY THERE ARE SO MANY MISTAKES AT SHOEBUY).

According to their advertisement, free shipping and free returns were promised. However, after returning a shoe that didn't fit, they are charging a $6.95 restocking fee. If returns are free, no restocking fee should apply. I found that some of their agents are rude and unprofessional. In speaking with a supervisor today, I was informed that the fee is explained on their website. It's not on the advertising piece they sent in my order.

I ordered a pair of size 10 walking shoes in early January. I have wide feet so finding shoes that fit properly has been difficult. I have dealt with Shoebuy before with no major issues until now. When the package arrived I opened the box to find size 14 EEE bedroom slippers. I live in Canada so I phoned Customer Service at Shoebuy for clarification on how to return the slippers and get my refund. The first person I spoke to I could barely understand on the phone. So I phoned again. I asked about being sent shipping labels. I was to create my own on my computer. Both people I talked to said to take photos of the shoes AND the UPS shipping receipt and email them to shoebuy. I followed these instructions.

When I first ordered a pair of shoes it was said I would receive a confirmation email with my order number. I never received that. Thankfully, I liked those shoes. I decided to order another pair of shoes. WHAT A NIGHTMARE! They sent me the wrong style shoe and the wrong size. I sent them an email and they said they would send me a UPS label within the hour and I would be charged a restock charge of 6.95! I argued "NO it was not my fault you sent me the wrong shoe". Also, they never sent me the UPS label until I contacted the BBB. After several emails and reporting to the Better Business Bureau they agreed to give me a full refund. Well, today I noticed instead of a refund they charged my account with another 59.95! I told them if they don't take that charge off and change it to a credit I was going to contact the BBB again.

I have been a long time customer of Shoebuy. Always knew they had free returns. I am my husband's caretaker so I have to shop online. I needed a pair of comfortable shoes so I ordered 7 pairs in the hope something would fit. I received one pair and they were too narrow so I went to print the return label. That is when I noticed they had changed their policy and added a $6.95 restocking fee. Realizing that at this point if none of the seven pairs fit right, I would be out almost $49 I called and tried to cancel the other 6 pairs. They refused. Ok, I asked for a one time exception since I had been a customer for years and had no reason to go digging around looking for fine print of a change in policy. They refused, so I told them I would be refusing the other shoes and was told I would still be charged.

For a gift, I ordered 2 pairs of boots that I had to return. I went through the steps (so I thought) to return the boots. When I went to the UPS store, I explained to the clerk that I no longer had the original shipping box, but they said it wasn't necessary. Please note that I didn't see on your website (farther down on the page) that your company requests that the items were to be returned in the shipping boxes (that info should be in BOLD PRINT AT THE TOP). Time passes and I receive emails from your company and Paypal letting me know that I did receive credit for 1 pair of the boots (the pair that was cheaper, interestingly enough?) I assumed that things were just taking a bit for for the other pair to get processed and didn't think much more about it.

I called to receive a UPS shipping label. I was told it would be in my email. It was never received. I called the second day to confirm my email address and assured that I would receive a UPS label again. It was not received again. I am sorry I ever shopped with Shoebuy.com.

I used to shop at Shoebuy.com all of the time. They went from free returns to free exchanges/returns cost $6.95. I still continued to shop there, but now to my surprise they changed their policy to include a $6.95 restocking fee for each ITEM you return. Sneaky-- but my fault for not reading through all the fine print. Guess you figure when you've shopped with a company for years, you don't need to reread the return policy. My mistake. I bought multiple sizes on one order, none worked and I'm out $30 just for shopping shoebuy.com. Not worth the risk. They're shoes for heaven sake! 1/2 the time they are not going to work out-- why on earth with so many other places to choose from would I choose to shop at one who charges a restocking fee for each shoe. Ridiculous.

I ordered 2 belts (same belt, different colors) that were one size fits all. The belts were too small so I wanted to return them. I was able to make the return for a restocking fee of $6.95 PER BELT. It cost me $14 to return $66 worth of belts for which no additional size was available. The restocking fee could have been waived if I ordered something else, but I will not be black-mailed into supporting a retailer. The restocking fee is their policy if you make a return without a new purchase, however, this is buried mid-page on the "returns" page. Also, it is not stated anywhere on the order confirmation receipt. I will NEVER, EVER support Shoebuy with my business again.

I am a customer from France. I ordered Men Eastland Barron boots for a total amount of 78,95 USD with the 30% discount. I agreed to pay the fees for the international shipping with UPS. At my great surprise, my credit card was deducted for an amount of 96,95 USD. I called their customer service and I was told that it was a mistake from their side and 10 USD would be credited back to my account. They STOLE 18 USD from me and want to pay back only 10 USD. WHAT IS THIS? WHAT WORLD ARE THEY LIVING IN? I do not recommend this company. They are simply pathetic crooks. What a pity!!!

I ordered a pair of shoes from Shoebuy and paid $5 extra to have expedited 3 day shipping since I needed them in a week. They arrived 11 days later. I called to register the reason for return. Two weeks later, I received an email saying that they would credit my account less a $6.95 restocking fee. As I told them, I would never have ordered the shoes had I known it would take 11 days to get them, and I will never again order from a company that charges $7 for restocking returned shoes.

I ordered a hat and called to exchange it (FREE RETURNS). They were going to send me a mailing label. They did not send me a label that had a link to click. I called again, because the link didn't work. I called again, spoke with a supervisor (Katherine, she SAID her name was) who was completely unhelpful. She said she would send me a label by post, for which I have to wait 10 days. She refused to guarantee me any of this. I cancelled the exchange. I also now need to cancel the charge with my credit card company as I have no confidence that any of this will be done. Of course, I know that getting basic service anywhere is impossible, but this complete lack of accountability is beyond the pale and I'm tired of it. DO NOT EVER BUY FROM THIS COMPANY!

I've ordered several pair of shoes from this company since November 2015. Returns are a NIGHTMARE!!! If you email them the response time is several days if at all. Calling is ridiculous because you will be on hold for nearly an hour. I purchased a pair of Uggs that I had to return twice for size issues. The first time they refunded my money, but without the discount I had originally used. Upon calling (several times) I revived a credit in the amount. The second return of the same uggs DIFFERENT size was unbelievable. I waited for weeks for my refund even after I received an email stating I would receive refund in 3-5 business days.

I had ordered a pair of boots that did not fit well. Living in Florida I did not have a reason to wear boots until two weeks ago, so they were never worn. They returned them to me saying there were scuff marks on soles and heel and therefore could not resell them. Hmm, I returned a pair of boots that were never worn and were returned to them in the same condition as I received them, so why did they sell them to me in the first place. I never looked at the bottoms since I only cared about how they fit (according to their rep - it was my fault and I should have noted that on the return). We noticed some weird goo in the crevices of the heel and wiped it off, that is the only thing I can think they saw, but again that is how they arrived.

After a horrible experience in an attempt to return a pair of shoes to Shoebuy.com, I decided to research consumer reviews. Upon reading the first review, I realized that my experience was almost exactly the same. I have never purchased anything from a company and had an issue with a return if done properly. At Shoebuy.com it was very different.

I ordered a pair of Shoes for my wife from Shoebuy on 12/14/15 for Christmas. My wife had three new pairs of shoes this month so I assumed one was the pair I ordered for her. On 12/27 she said "Hey, what happened to those shoes you ordered for me?" I contacted Shoebuy that day and they said they were delivered on my porch on 12/18/15. I told them I never got them. They told me they had to open an investigation and it would take 10 business days. What is being investigated? Today, 01/11/2016, I contacted them for the third time and they told me it would be another day because New Year’s Eve and New Year’s Day are both Holidays and they had not heard from UPS yet. I don't care about UPS! I am dealing with ShoeBuy. It is not my job to get money back from them, it is theirs. If I wanted to track or dispute the delivery I would have called UPS. The customer shouldn't be penalized because ShoeBuy wants to insure their bottom line.

DO NOT DO BUSINESS WITH THESE JERKS. HORRIBLE SERVICE AND DOUBLE TALK IS ALL YOU WILL GET. I bought a $250 pair of dress, shoes on sale for $200. The most I have ever paid for a pair of shoes. I wore them for two hours and did not like the fit but love the shoe and just needed a new size. I called to get a return slip and I was told that if I wanted the new pair at the sale price I would have to buy them that day and send the others back for credit which is what I did. Then they DENIED the return and stuck me with the shoes!!!

This is my first purchase from Shoebuy.com. I placed the order for one pair of shoes on December 29, 2015. I waited patiently for some sort of email with an update on my order, or a shipping notification with tracking. 7 days passed. I emailed their customer service trying to find out some information about my order, 3 days passed, I received no response. I emailed them again, another day passed, no response. I tried going to the website, going to "my order history", and "track order". Put in my order number, and it said, "no recent orders". I also paid using Paypal. Under seller notes, it said that my total amount to be paid would be withdrawn upon shipping. Well my money was taken out of my account immediately upon ordering, even though I know they weren't shipped right at that moment.

I've been a long-time customer of Shoebuy. I ordered a pair of boots for a Christmas gift. They didn't fit and I was going to exchange them for a wide width. I found they didn't come in wide, so I opted to return them. I was then informed there is now a $6.95 restocking fee. I was very upset about this new fee. I will never shop at Shoebuy again or recommend them to anyone.

I purchased two pairs of boots for my honeymoon. One pair arrived on time, the other was a few days later. Unfortunately neither fit, they were very narrow and uncomfortable. I called to return them and was told after being a long time customer, ~5 yrs. They had changed their return policy and I would have to pay to return them. I asked them to make an exception since I had a history with them. They declined and told me I could exchange until January. I thought I may find something else so said ok.

I'll keep it short and sweet. Was a long time customer (~10 years), always a positive buying experience. Recently got charged a $7 restocking fee for a return. Called to explain that I wasn't aware of this policy, and requested a one-time credit. They declined. I then noticed that the postcard included in the shipment advertised "FREE Returns". I followed up with an email bringing this to their attention. Unfortunately this didn't seem to matter to them. Needless to say, I'm no longer a customer. My prediction, they'll be out of business in the near future.

Bought McRae Mil-Spec boots from them to go to Iraq. Got blisters in about 200 yards, told Shoebuy who sent label but could not immediately return (no mail/courier at my location). Told Shoebuy this at the time. Now I'm rotating out 2 mo later, and they won't take the shoes (which I've not used since) back. So, shop here for boots that, evidently are only good for 60 days. There are lots of places with better deals (e.g., LL Bean) and I am very disappointed. Amazon was no help.

I have purchased shoes from shoebuy.com for many years without a problem. However the past 3 or 4 months I have had issues getting into and using my shopping cart. Also you are supposed to get reward points for dollars spent. When I look up the reward points that I have, it says "undetermined" even though I have spent hundreds of dollars with them. I have repeatedly called them and sent them email messages about these issues. When I call customer service, they tell me to email customer service??? And as of today, December 31, 2015, I have only had one response to the emails which tells me to change my password, which, of course, didn't solve the problem.

Where I start? I received a pair of shoes Skechers in a simple Carton box (not the original one). I wrote them to make the complaint because for my purpose of business. This is not acceptable because is making my customers to think that this is not an original product. I received an email saying that they will reply within 24 hr, but they never did. So I call them, after several trials they never give me any solution. At the end, I forget about it and I will move on.

I ordered a pair of Birkenstock's that my granddaughter wanted for Christmas. They are a popular style and size and I looked at several other sites which showed them as "out of stock." I finally found a pair on Shoebuy.com and ordered them on the 16th of December. My order was acknowledged. There was no reason to expect that they would not have been sent to my granddaughter in plenty of time for Christmas. On the 23rd of December I received an email at 4:00 pm telling me that the shoes were out of stock and the order was not fulfilled.

I ordered shoe for my 2 year son on Black Friday. I was so excited to receive these for Christmas. When I received the shoes I was shocked to see that instead of a infant size 9 I received a women's size 2.5. I called the customer service department and they said they would send me the new shoes as soon as I sent the other ones back. I agreed and mailed the women's shoes back. I was shocked to see that they refunded me that amount I paid and then recharged me twice as much for the same shoes that I was supposed to get originally. I called them and they fixed the credit. So I waited for my son's Christmas shoes to come.

I have bought the same pair of men's slippers every year for several years. They sell out early in the size that I need so I contacted Shoebuy on 10/20/15 and explained they are a Christmas gift and will be out of the 60-day return policy and they stated since it is a Christmas purchase it is ok to return. Now on 12/26/15, Shoebuy will not honor that statement. DO NOT BUY FROM THEM. ZAPPOS IS A PLEASURE TO DO BUSINESS WITH AND WILL NEVER BUY FROM SHOEBUY AGAIN.

On 12/23/15, the site offered a number of different Merrell brand boots at up to 70% off. I ordered 3 different pairs of boots and the order went through. No problem. The next day, I received an email saying all 3 were out of stock and that they weren't going to be able to get any more from their supplier. In this day and age, how can an online retailer NOT know when an item is out of stock... before selling it? My theory is that there was a mistake on the price of these boots and rather than honor the price, they pulled them all off the site. After reading the other reviews posted here, I'm pretty sure I'm right. What a disappointment.

This company has terrible customer service and I will never buy from them again. There was an issue with my shipment arriving later than expected and wanting to change the shipping address and/or cancelling and they were completely rigid and unable to help in any way. DO NOT BUY FROM THEM!!!

I order a Christmas present on Dec 18th. I was told it was free 2 day shipping. ON THEIR WEBSITE, IT SAY 1-5 SHIPPING. Customer service rep said, "No, it will be 2 days..." I get a tracking confirmation 2 days later that it will arrive on Dec 30. I called very upset that that is 12 DAY delivery and 5 days past Christmas. So far they have done nothing to resolve this. There are many places to purchase shoes and if this company wants to stay in business, they had better change their ways. I WILL NEVER BUY FROM THEM AGAIN. And no one else should.

After purchased two pairs of sandals at $12.73 each, I tried to return them since they are too large and there are no other size available. I was shocked by a 41% or $6.95 re-stocking fee for each pair. Hey, Shoebuy.com, you may have made profits out of customers like me, but you have lost customer's trust for good! Never again going to buy anything at Shoebuy.com.

I agree with most comments that the change in exchange policy is sneaky. I receive loads of emails advertising their site yet with such a major change in policy they couldn't inform customers of this change. I ordered and then realized the change. This was yesterday. I called them to cancel 2 hours later and was informed it was probably too late and I would be receiving the shoes and then charged a $6.95 restocking fee to return them. I am another good customer who will never use their site again. One of the main reasons people bought at ShoeBuy.com was the free return policy. They are very unfair and not receptive at all to helping their customers.

I ordered a several pairs of boots from their website. Unfortunately, none fit properly so I had to return them all. The website has a section for returns. I went there, entered the information and was supposed to receive shipping labels via email. They never arrived. So I tried again and it failed again. The next step was to phone customer service. I was on hold for almost an hour and then disconnected. It took several phone calls before I finally was able to reach someone who managed to email me the proper documents to complete my return. I returned all the boots but was given an improper credit for 2 pairs. I tried calling and was unable to reach them so I emailed them through their website. I received the response that my email had been received but nothing more. I finally contacted Visa and they are disputing the charges in order to get my money properly refunded. I recommend staying away from this company.

I have ordered shoes from Shoebuy before and always returned shoes free of charge. Never once have I been charged a restocking fee for returning shoes until recently. They claim it is a new policy of theirs. Never did I receive an email saying that the policy had been changed!!! Terrible business! Will never buy from them again!!!

Shoes.com did not honor my request to cancel the order prior to shipping and they still shipped the order. However, after my numerous complaints they sent me complimentary return postage.

I've ordered from Shoebuy before to great satisfaction. Free shipping, Free returns... what's not to like about that. Also, their prices are very competitive, especially if you follow their %-off sales. Okay, shipping can be slow, but that's expected with free shipping. What is unexpected is their new $6.95 "return shipping"....oops! "restocking" fee. Because I haven't ordered and returned recently, I missed that new wrinkle in the Shoebuy business model. Ordered three pair, am returning two... and it only cost me an extra $13.90! For nothing that actually did cost me nothing mere three months ago. Fool me once, shame on you. Fool me twice, shame on me. Good-bye Shoebuy!

I ordered shoes providing a PO Box address for delivery. I had in fact ordered shoes from this company just a few weeks prior that were delivered to the PO Box address. However this time the carrier UPS did not want to deliver to the post office so they called Shoes.com who gave them an address that I have not lived at for years. Numerous e-mails and phone calls and I am still waiting for a refund on the shoes that were never delivered to me. Was almost $400.00!

As a long time customer, I recently returned a pair of shoes that did not fit--the regular size was was not wide enough. Shoebuy does not carry the wider size, or I would have exchanged. My first inkling of the restocking fee was in the e-mail acknowledging receipt of the return. I have returned shoes previously and had no knowledge of this relatively new charge. Should have been informed when order placed and also when phoned to request the return. THIS IS EXTREMELY POOR SERVICE, and I will not purchase from Shoebuy again. It is unbelievable customer service in today's world of customer satisfaction and service.

I purchased a shoe on Shoebuy.com on Sat 11/28 and received the Order Confirmation email on 11/28 which stated that the order will be processed in 1-5 business dates. It also stated, "If anything's not quite right, please call us now at 1-888-200-8414". On Sun 11/29, I called to cancel the order after I realized that the shoe was the wrong width. I was told by the rep that the order would be cancelled and I will receive a cancellation email.

Purchased work shoes. They were incorrect size, sent back, no problems for exchange in correct size. When it was determined that this company does not sell my correct size then they charge a fee of $6.95. At no time does any of the reps advise of the fee until you call back and ask where your refund is. When return is set up they still don't advise of fee. As for their website, there is no indication a service charge. But for the last page of the site, you have to click and then read the fine print at the bottom.

Bought UGGs for my kids a first time buyer from Shoes.com and they had a site issue and my order was processed twice. I called them immediately after the order was placed and after a long hold was sent to voice mail where I left a detailed message. I left another message that night. Sent an email and left another message the next day. I tried again for the next few days with emails and phone calls but NOBODY called me back and the shoes were shipped anyway. I left specific details including all my contact info, order numbers and email. I disputed the charges with my credit card company.

I placed an order with them on Thanksgiving day with an incorrect shipping address and I called them at the earliest possible time to cancel the order but got rejected. I then requested a correction for the shipping address. They said that they would put a note for the warehouse. Then I got a shipping confirmation and the order was heading to someone else. I called them again and they said that they would contact UPS and I should receive a call from UPS before delivery. But finally no one called and the order was delivered to the wrong address. Why on earth can't we modify the order placed with them online or through phone? They simply don't care about customers. I will never spend a penny on them again.

First day wearing these grey shoes I've purchased from Shoebuy. When I went to put them on being that my hands were little sweaty the print I put on the shoe changed to black, really looks like someone spray paint a black shoe with grey.

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 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 bought a pair of shoes for my 82-year-old Dad. He had a foot injury and did not get to try on for a couple months. Wanted to return never worn shoes before 90 days after purchase. No response to two emails and a phone call. Finally said NO EXCEPTIONS to 60-day return policy. Terrible customer service. Buy from ZAPPOS--one year to return no questions, and shipping paid both ways!

I ordered a pair of boots from Shoebuy. When I received them they were damaged. The back of one heel was a lighter color and the toes on both boots were a darker color. Looked like someone had tried to clean them and ruined the leather. There were also scratches all over the boots. I sent the boots back and was charged a restocking fee. I called and emailed customer service and sent pictures of the damage on the boots and was still denied the refund of the restocking fee of $6.95. Buyer beware and order from somewhere else.

I have yet gotten a refund or a reply back through email. And the representative when I called wasn't too helpful and didn't make sense. I still got charged for both of the shoes even when I already returned one of them. It's my first time ordering from this company and unfortunately ordered another one for a Christmas gift for my dad. I will NEVER use this company again! Happy Thanksgiving everyone! :)x

You will be charged $6.95 per item if you need to make a return to Shoebuy. Be certain that you are ordering exactly what you want.

I have been using ShoeBuy for years. They have always advertised free shipping and free returns. But starting in August, they added a $6.95 restocking fee for each pair of shoes returned. How did I find out about this? AFTER I returned the shoes, I received and email saying that they were refunding the shoes minus a restocking fee.

I bought a pair of shoes there, as of many pairs I have bought from them and they put a different label with a JCPenney address in a city I don't even live in and I didn't even sign for them. And so far they won't return my money and they won't resend me a pair of shoes to the right address. How a JCPenney got on for my address, I will never know. I have no control of what they do in their factory and I think something fraudulent is going on. Will probably never order from them again since they're ripping me off.

I ordered a pair of Timberland boots by accident. I was trying to see how much the final cost would be if I ordered them. I immediately tried to cancel the order. 3 emails and 10 phone calls later that were unanswered. This started about 3 pm. About 10 pm I finally get in touch with them and request to have my ordered canceled. The employee assured me that my order was successfully canceled. At 9 am this morning I get a email saying that they were attempting to cancel my order but can't guarantee because it has already been processed. I'm sick of them. I've emailed and called them for two hrs now and no answer. I will never order from them again!!

Beware of Shoebuy.com's $6.95 per item "restocking fee" for each returned item, which is conveniently hidden on their website. This is very non-market and I will never buy from them again.

I purchased a pair of expensive shoes and they hurt my feet when I tried them on in the house - never wore them. I went to return them and my husband had inadvertently thrown away the shoe box. I called Shoebuy customer service and the person told me it was okay and to send them back in any box. I did and a few days later I checked on the return and it was being sent back to me because of not having the original box. I called and this time talked to the supervisor and reviewed the above and she kept telling me I should have read the return policy. Granted I should have but after reviewing with her how I am a good customer over 7 years and how it wasn't worth losing me over a 50 cent box, she did not agree. I am beside myself and can't even use these shoes. I am not saying don't buy from them because of the shoes or customer service but because obviously those making the big bucks and decisions don't care about us.

I ordered some boots to be sent to my granddaughter, but Shoebuy sent them to my address. (I'd have to reship.) They are too small, so I called Shoebuy. He said I bought through PayPal, so I have to go through PayPal to return. He could not even exchange for larger size. I've waited over a week for Shoebuy to contact me with a return label through PayPal. No response at all. I am beyond frustrated. I just want to exchange or at least send these boots back! This will no doubt be my last purchase from Shoebuy. Ignoring customers will not win them friends!! Reading these reviews, I have also learned about the restocking charge! Another rip-off. UGH!!!

Do not buy from here if you have a choice. You'll get an email saying they'll ship your order in 1-5 business days and charge you at shipment. Well they charge you immediately and will send you a shipment notice at end of last day. I told them to cancel but they shipped anyway and said there's a restocking fee. They are liars and thieves. Don't shop there.

I received the email reporting the shoes I ordered for my toddler would be a certain amount and that I would pay dirt upon receiving. Doesn't a much higher amount come off my credit card and when it arrives I still had to pay the duty and tax. I have emailed them many times asking for this to be corrected or an explanation but they have ignored all my emails! Sorry once they emailed saying they already responded to this issue but that was untrue! They have just flat out ignored me. Spend your hard earned money somewhere else. These guys are jerks.

Their return policy and restocking fees are absolutely outrageous. It is obvious that they are screwing over good hard working people by the number of rants on this page. At the top of the page where they highlight FREE Shipping and Exchanges would lead one to believe they would not hit you up for re-stocking fees. We bought a pair of shoes for our young child that he would not wear, the restocking fee works out to 40 PERCENT! This is not only highly unethical but criminal as well. Guess why Zappos is eating your lunch, because they know what service is. We need to start a class action lawsuit and make these shysters pay for ripping us off.

Never order from this company. Their free return and exchange policy is not that at all. They are not helpful in any way and do not stand by a true "free return and exchange policy." This has been the worst company I have dealt with in a very long time. Purchase from any other place before here. I wish I had done a search for other reviews before I made my purchase. If no star was an option I would have chosen none.

I ordered some UGGs boots. I chose next day shipping and ordered on Sunday. The boots were shipped the very next day and arrived via UPS on Wednesday. I didn't deal with customer service at all, but they did send what I ordered and promptly.

I like many others, did not become aware of Shoebuy.com's new return policy until I went to return two pair of shoes. When I called Shoebuy to inquire about the new restocking fee, I was told the policy had changed in July and that it is on their website. I went to their website to see how I could have missed this new charge for returns while I had the customer service rep on the phone with me. All Shoebuy did was change the wording under the 'FREE SHIPPING' to "free exchanges. no worries". How underhanded is that of Shoebuy!

I am very disappointed to have learned about the re-stocking fee the hard way when I recently bought a pair of shoes that didn't work out. I have been shopping (and spending money) at Shoebuy.com for years. It is very difficult for me to find shoes that fit. I always appreciated the free shipping/free return policy that Shoebuy used to have; I could try different sizes and styles until I found some that worked. When I ordered shoes this month, I had no idea that their policy had changed. (I guess their logo quietly changed from "Free Returns" to "Free Exchanges." As I had long since quit looking at their logo, I didn't notice it.) I think customers should have gotten an email about the policy changes. I can no longer afford to shop there and will be looking for alternative sites for my shoe shopping.

I am surprised that a US company has such a bad customer service. I live in Puerto Rico, and I guess they work with some suppliers that do not ship to PR. The problem is that the only way for me to find out whether my order will be shipped or not, is by calling them after I have placed the order. I found out about this after waiting 3 weeks for my shoes to arrive... I called and waited... And finally an associate told me that the order needed to be canceled because that shoe couldn't be shipped to PR. Since then, every time I place an order, I have to call them... And wait... To make sure the shoes will get shipped to my location. Having to call or email Shoes.com is like going into a black hole. I emailed them 4 days ago and I am still waiting for a response... And I got tired of calling and waiting for someone to answer. I am done with Shoes.com.

Extremely impolite customer service representatives. Both representatives that I spoke to lacked impersonal communicative skills, and patience when speaking to me. One week ago, I purchased my first order with ShoeBuy.com. This purchase consisted of (5 pair of designer boots). Unfortunately, when receiving the first two pair boots yesterday, the boots did not fit. When calling Customer service, I explained that there was no packing slip, receipt, or return labels included. The representative, was a bit short when I could not give her my order number, based on it's unavailability in the box. When attempting to reorder the same merchandise in the another size, it was unavailable. I then attempted to order another style from merchandise I had originally ordered in another color, and that was also unavailable. Unfortunately, I was unable to find another selection/exchange while speaking to the representative on the telephone.

I have been a customer of Shoebuy for a while and never did I receive an email from Shoebuy stating that they were changing their policy. Since this fee is hidden and you don't see it until you need to return something you notice it not. They also break your order into separate orders so YOU MUST PAY A SEPARATE RESTOCK FEE ON EACH ITEM ORDERED. Customer Service is a joke and I hope they learn what shady business for them. BUYER BEWARE.

They sent my shoes to the wrong address and then told me I needed to wait 10 days for a tracer to be completed before they could do anything about it or I would have to drive over to the where they were delivered and ask for my shoes.

There is now a hidden restocking fee of $6.95 per item at Shoebuy.com. Beware. You can no longer buy with confidence on Shoebuy.com and the customer service department is badly in need of overhaul. I have been a customer of Shoebuy.com for over 5 years and there have never been hidden fees. I placed an order on October 28, 2015, for five pairs of Propet shoes. Sadly, none of them fit this time and so I attempted to use the online return label print page only to find that this page had changed; here is where I found that a $6.95 per item re-stock fee would be charged. Nowhere does this appear elsewhere on the Shoebuy site.

I ordered one pair of shoes as a first time buyer. Received the package 5 days later, but much to my surprise I opened the shoes and found two different coilors - beige and white, both for the right foot. One is leather and other one is mesh, one style 813 and one style 928. Called customer service and normal response asking if I wanted to exchange or refund. Why would I want to take another chance. Now it sounds like I get the restocking fee to pay. Sent an email to Customer Service and they apologized and hope I continue to be a Shoebuy customer. Not in this lifetime!!! They definitely need quality control.

I ordered shoes over the phone. The size was entered incorrectly. I noticed the error within an hour and contacted them. They said they would try to catch the order but didn't think they could. Over three weeks later I finally received the shoes in the wrong size. In going online to return them I see they do not any longer give free return shipping. Since this return was due to their error, I find this to be unfair. I will not shop with Shoe Buy again.

Terrible customer service! I ordered 2 pair of two & neither one fit. Went online & it was AFTER I received them did I learn about their "re-stocking" fee. The initial web page offers FREE Shipping & FREE Exchanges. Have to dig a little deeper to learning about their $6.95 re-stocking fee. Tried to call & talk to "person who answered the phone". Think he may have been in the Middle East-- very hard to understand. I requested to talk to a supervisor. As well know, they have the power to make customers happy. He said that was not possible & he would have someone call me. NOPE, never did. I will NEVER purchase shoes here again (& I own over 100 pair of shoes). My money will go to Zappos, Amazon, Overstock, etc. UNLESS I receive some satisfaction (refund of almost $14.00) I will continue to tell everyone I know about this less than customer friendly rip-off!!!

My experience tracks with every other review given in October 2015. I am a previous customer who counted on free ship to and from with no other fees. Now, with no warning on the HOME PAGE stating changes. Only when you receive an item you cannot use and you go to the RETURNS page will you find that you are TRAPPED with the $6.95 restocking fee in order to PRINT THE FREE RETURN LABEL. DECEPTIVE! I, like others, will not use this company again and will inform anyone else who shops for shoes online to do likewise.

At first I was very happy with Shoebuy.com. They had sizes that are hard to find and my order was shipped quickly and accurately. Unfortunately three of the four pairs I ordered were WAY too big and I was unable to wear them. I was aware of their return policy and happy to pay the re-stocking fee for the convenience of not having to travel to stores to find these shoes. We live in a very rural area, at least 1 hour from any major brand name stores. I was shocked when I only received two of the three refunds and was told when I called that the third pair had been rejected for return because the shoes had been worn! I carefully explained that it was impossible for me to have worn the shoes as they were WAY too big. Of course I tried them on but never even left the bedroom. So sorry but cannot recommend them as I thought I would be able to do, they do not stand up to their policies. Buyers beware!

Shoebuy.com advertises free returns, but returns are not free. They are subject to a $6.95 "restocking fee." However, when they sent the wrong shoe twice, why should I pay a "restocking fee." First, I didn't make the mistake, they did. Secondly, they should be embarrassed by their "restocking fee" when items are clearly being restocked incorrectly. I be happier if they called it a "our employees need to learn to read fee."

I have been ordering from this site for 10+ years and placed an order on 10/12; I did not notice any change on the site that free returns policy had changed. I ordered 4 pairs of shoes and if they fit I would have kept all 4, but sadly they did not. I went to process the return online and saw Free EXCHANGES only and $6.95 for each pair to be restocked. I was really upset and disappointed by the change, because I probably would not have ordered all 4 pairs if I had see that there was a restocking fee. I ended up having to call someone and the call took over 25 minutes; the rep didn't care how long I have been ordering with the company (strike one), she was not able to transfer me to a supervisor (strike 2), she made no effort at all to provide me with the one time exception that I was requesting (strike 3).

I have been a long-time customer of shoebuy.com. I liked their policy of free shipping and free returns. I recently purchase 7 pairs of shoes not knowing about their new policy of free exchanges, but a $6.95 stocking fee for returns. I even received a postcard in MY CURRENT ORDER that advertised "Free Shipping/Free RETURNS!" I called customer service and they said they cannot control what the manufacturer does on their end and that their policy has changed. But they NEVER communicated their new policy to the customers!

I have been a loyal customer of ShoeBuy for many years. I just ordered 4 pairs. Of the 4 items I ordered one pair was defective and I ordered two of the same item because I wanted to see side by side. I would have NEVER ordered both of these at the same time had I know their policy had changed about charging a restocking fee on returned. This policy change was very silent and it's not visible on their home page of their website, but buried within their site. It isn't even included on their order confirmation. Never ordering from them again. Zappos just gained a new customer.

I placed an order in October 2015 and I was a first time customer with Shoebuy.com. As with most shoe shoppers, I had no idea which style or size would fit. So because of their free shipping offer, I ordered seven pairs of shoes. None of them fit and when I went to return them, I learned that they have a $6.95 restock fee for every item you order! I called them and ask them to make a concession as I would be paying nearly $50 for absolutely nothing. I assure them that I have ordered shoes from several other websites and none of them have a restocking fee. I may incur return shipping cost, but not a $6.95 per item restocking fee. I told them I never would have placed an order through them if this were the case. I realized I failed to check the return policy, but I never imagine it would be this outrageous. When I asked him to make a concession, they told me they could not. What a crock!

Purchased a pair of House Shoes and ordered them from Shoebuy because of their advertised free return policy. Since, I wear a width shoe and all manufacturers do not size the same. When I attempted to use their online return system it did not work. Called for RMA and learned there was a $6.95 restocking fee which is not disclosed in their advertising. I liked the shoe styling very much. But, not my fault their sizing was not standard size. Wish I had seen this site before making the purchase. Hope this will prevent others the same mistake.

I have been a long term Shoebuy.com customer. I was drawn to Shoebuy.com for the free shipping and free returns. I was shocked to learn about the $6.95 restocking fee. I will be switching my business to Zappos, Nordstroms, or Shoes.com. I will be using Shoebuy.com again in the future.

I have purchased from this company before. They take way long to ship your shoes - Zappos is much better, but ok, I figured I'd order again. They advertise sales, but my shoes did not qualify. I placed the order anyway. The shoes came and they are too big for me (and I ordered the smallest size they carry, so can't exchange them for a better fit). I was totally unaware of the new restocking fee policy and would not have purchased these had I realized it.

I have been a long time customer of Shoebuy.com because I liked their free shipping both ways and no problem returns. Well... NOT anymore! I ordered 2 different style shoes in 2 different colors. The total of 4 pairs. Sadly, my large foot did not fit in any of them so I proceeded the return process. I tried using online return with no success. I then called customer service and had the most rude customer service rep. Shoebuy sent me 4 return labels for 1 box that held 4 pairs of shoes. Within the email, I also read that there is a $6.95 per pair restocking fee! When I placed my order with them, I didn't see this "new policy". I BELIEVE THAT SHOEBUY.COM IS BEING VERY DECEPTIVE by not informing their customers, at checkout, of their new policy! I AM DONE!

I have been a loyal customer of Shoebuy.com for years, and one of the major reasons is their "free shipping, free returns" policy. Well, I just purchased a handbag and a pair of shoes, and I decided to return the bag. Although they technically allow you to print a prepaid return label, they now charge a $6.95 "restocking fee" for returns. There was no obvious mention of this new fee when I made this purchase. Totally misleading! I will be taking all my business to Zappos.com, which has great customer service.

Deceptive return policy instituted in August. I have been a customer for a very long time and did not know of this change until I tried to return some shoes today. $6.95 restocking fee per pair. When I called customer service about this, they told me I should have read the return policy. Typically I do this when I am a NEW customer of online retail. I would have expected an email notification to advise customers with a long history of doing business with Shoebuy notifying us of the change. As a result, I am no longer a customer of Shoebuy.

Bye, bye, Shoebuy! I hope the $6.95 restocking fee that you sneaked in is worth losing a long-time customer. I just explained to a manager that I intended to exchange the shoes I ordered for a different size, which Shoebuy did NOT have in stock -- and he told me to "find another item" if I wanted to avoid the restocking fee!!! So buyer beware. You have two choices with Shoebuy's "new" policy: Get stuck with (and pay for) the items you don't want, or pay $6.95 per item for the "privilege" of trying them on and returning them for a refund. Shoebuy, you have lost a customer who has been with you for over 10 years. And by the way, I found the size I needed on Amazon for 40% less AND FREE SHIPPING AND FREE RETURNS.

I have ordered from Shoebuy.com for years, and when I went to return some shoes I had really hoped would fit, by a brand that usually does fit me, but this time, the new style didn't work. I was slapped with a $6.95 restocking fee for both pairs! Like others here, I had no idea that Shoebuy.com no longer offered free return shipping. This seems like some sort of bait and switch. All current Shoebuy.com customers should have been informed of the changes via company email. The website should also have prominently displayed a bar on their website alerting all customers of the new fee. I just checked out my email receipt and nowhere on it does it say there is a restocking fee for returns. I will not be shopping at Shoebuy.com again.

Even under the section entitled fine print, there is no indication that there will be a restocking fee of $6.50 for each pair of shoes. This is deceptive.

I purchased some shoes from this merchant and wanted to exchange the shoes and the company charged my account twice for the same pair of shoes. When attempting to call the merchant, they were uncooperative, incompetent, and very unprofessional. I would not recommend this company to anybody. Beware this company just charges your account without your prior authorization and then it takes 12 calls to get the issue straightened out.

I have dealt with many online shoe companies buying shoes for our employees. SHOEBUY.COM is absolutely the worst company I have ever dealt with when it comes to getting an exchange or refund. Their policy will not allow you to have any dirt at all on the soles in order to get a return - if you even try the shoes on, the soles are going to get dirty. If you are looking for shoes online - DO NOT PURCHASE THEM FROM SHOEBUY.COM. They are not consumer friendly company at all. There are so many other companies who will go out of their way to be helpful, not SHOEBUY.COM. They can keep the $135.00 for the boots that were purchased. They will not get any business from any of our 2000+ employees moving forward. I would be embarrassed to be associated with SHOEBUY.COM in any capacity.

I have been a loyal customer for years and sent many friends and relatives to this site. I loved their "Free shipping Free returns" motto. I just ordered three pairs of booties to try and when I went to return... I was told it's now $6.95 PER PAIR to return! The website is NOT obvious about this change! What a **!!!! I'll be sure to spread the word!

Returned two pairs of shoes, only received a return credit for one. I did not receive a refund credit for the more expensive pair. Shoes were returned in separate boxes (same as received), but were dropped off at UPS at the same time. It is enough of an insult to pay a bogus $6.95 restocking fee, now I need to spend time with their customer service to track down the shoes they lost. Bye bye Shoebuy!

I am disputing their claim that the shoes have been worn/used. I only tested them indoors long enough to realize they hurt my feet. How else is one to test shoes they buy online? I hardly think the Vionic plaque on the bottom would remain shiny if they had been worn. Do not buy from them! There are plenty of other online shoe stores with fair and reasonable return practices.

I am just agreeing with all the reviews about Shoebuy's new restocking fee that they don't tell you about until your returning an item. I've been a customer for 5 years, and they won't budge on even a one time courtesy of not charging the fee. I'm done with Shoebuy as well. There's lots of shoe companies out there, so Shoebuy's loss.

I'm unhappy with Shoe Buy. I waited five days for my shoes and received the wrong shoes. Customer service was unapologetic. The emailed return label doesn't open and I've been waiting a week for the mailed return label from them. What a joke!!!

I received a used, defective item that I wished to exchange for a new, non-defective one. The Shoebuy.com returns/exchanges was not functioning, so I telephoned customer service. I was informed that only after the item was received returned would a new item be shipped out, which does not convey a sense of trust nor is it competitive with other online retailers.

I'm just like many of the other reviewers - long-time customer of Shoebuy.com, been satisfied, always took advantage of the emailed discounts... and blindsided by the restocking fee they instituted around 8/1/2015. I don't write reviews, and I don't create needless accounts, but I want to make sure the ratings for Shoebuy.com are as low as possible.

I used to love Shoebuy and bought most of the shoes for my family of 5 there. Occasionally we needed to return shoes due to sizing or style. In August Shoebuy changed their return policy and now charges $7 per pair returned. Our family will be looking elsewhere for shoes. Bad policy change Shoebuy! You've lost this customer over $7. I am trying to return my last pair of shoes now and have been on hold 15 minutes so far - plenty of time to write this review and spread the word.

Misguided by customer service regarding the usage of coupon (30$ worth) on the purchase date of 24 Sept 2015. Also, all the coupons was accepted by the system & after my payment went through the site, as well received confirmation mail. 5 days later, suddenly after I only called I was told that my order was cancelled & this was done without any cancellation from them. I spoke to the supervisor Alice. She first only gave 30% discount which is just 2$ less to my 1 coupon value (10$ worth) & on requesting her to compensate justifiably as I was victimized by misguidance of her team member 5 days back & even there was no courtesy shown to inform me before canceling my order. She straightly said that she apologize & can't do anything more. She conveyed she understand my "frustration" but did not show sensitivity to the fact that she & her team has brought me in this situation.

I wish I could give less than one star, but unfortunately that's not an option. Like everyone else who has written a review on this site, I had been a long-time customer of Shoebuy and was always extremely pleased with their customer service. However, something changed dramatically in August. Just 30 days after my last purchase, I offered to buy my daughter an entirely new shoe wardrobe as a gift for a new job she was about to start. The purchase totaled almost $1000 and included 10 pairs of shoes. Only one of the ten pair fit and when she tried returning the other nine she informed me of Shoebuy's new policy. I was shocked that the policy had changed but had never been communicated to their loyal customers. They easily could have included a note in my July purchase, but never bothered. Instead, they tried hitting us with a restocking fee of $6.95 x 9 pairs of shoes despite the fact that the purchase was made as one single order.

I have been a Shoebuy.com customer for over 5 years and as of this August they started charging a $6.95 restocking fee per item. I don't know how they expect to stay in business when competing with so many other online retailers that don't charge for returns. They have lost me as a customer.

Wowsers. After reading the reviews, count me another irate customer with the new $6.95 restocking fee, with no notice, and not even an ounce of willingness for a one-time waiver. I was a fan of this company in the past, and I wouldn't dream of doing business with them again. To my credit, I was even willing to pay something, but I am returning 7 pair of shoes (I'm pregnant, and need to buy new styles and size to accommodate my growing feet!). Unwittingly, I'm getting charged nearly $50 in restocking fees. Absolutely objectively unreasonable.

I have ordered shoes from this company before and always had free returns. They suddenly changed policy and now charge $6.95 for returns which I was unaware of. I found this out when I was getting a return processed. Unlike other online sources where you get free delivery and returns and next day service I will go back to that company. Had I been informed when I purchased the shoes I would not have gotten them.

This is a horrible company with terrible customer service and ridiculous policies. I will never use them again. Dealing with the DMV is more pleasurable than dealing with these crooks. They lost a shipment, and treated me like I was lying, and insisted on conducting an investigation that could last 2.5 weeks, rather than refunding my money or sending me another pair of shoes then they acted like I was being unreasonable.

I have been a long-term shoebuy.com customer. I have shopped at their site, above all others, even when they were more expensive because they had a free return and exchange policy. This year, some time in August apparently, they changed the free returns and now charge $6.95 per returned item... not return box, but per item! So, if you are like me, and order several different things to decide which one you want, you are being ripped off. I called to complain I received no warning of this, and that I took the effort to find one box to return it all in, as I have been instructed to do in the past, so being charged per item is bubkis. The person I spoke with was respectful, and I remained respectful, despite feeling like this was theft. They spoke to their manager, and another manager who they claim was higher rank. Neither was "able" to do anything. I don't believe that for a second. I know every company has someone who can waive fees.

I ordered an expensive pair of slippers. Though my usual size, they were too small. A Shoebuy customer service person said they would take them back in exchange for slippers the next size up. Instead, they sent back the old slippers with a crude note scribbled in the bottom of the box about how something they never sent -- a box, I think -- was never sent back. It took several attempts at reaching that "customer service" department before I was told, in no uncertain terms, that there was nothing I could do about it. Buy from Shoebuy and risk throwing your money away.

I'm beyond disappointed in the customer service I received on the phone. I spoke with 3 people, was lied to and no one would allow me to speak to a supervisor until I continued to insist. I have bought many, many shoes from you and am shocked at the service I received. You sent me the wrong size, yet you want me to pack them up and deliver them to the UPS store which is inconvenient as I work all day. That is why I shop online. Then, you want to charge my credit card again and not allow me to receive a credit until you receive the shoes.

I am a long time consumer of Shoebuy.com. My family and I have used them for many years and have spent a lot of money with them. They have always had a free exchange/free return policy. I purchased 8 pairs of shoes in August and just returned 6 pairs. I was very upset to see that they had changed their return policy last month and had charged me $6.95 restocking fee for each of the returns. The person who was helping me with the return didn't even have the courtesy to tell me of the recently changed policy. Shoebuy started this restocking fee in August.

This use to be one of my favorite places to order shoes from. I loved their free shipping and returns. I have just learned today, after trying to return a pair of shoes that this is no longer their policy. There is now $6.95 restocking fee. As a long standing customer, they never sent an email to notify customers of this. They tell me it was on their website around Aug 19. It was not on their website at that time and did not see the notification. As I look closely today in small letters in the corner it now says free shipping/free exchanges no worries. HA! I asked for a one time understanding of this and to waive the fee which they denied. I will no longer purchase from them.

WORSE COMPANY EVER!! I place an order 3 weeks ago. After a delay I got the shoes, wrong size!! Did call the company, impossible to get somebody in the line!! Finally got somebody to talk about my complaint and she said "will send an email and a tag on the mail to exchange the shoes." After a week, no mail, no email!! Then call again, wait for 30 minutes and got disconnected! Call again, wait for 40 minutes and the Lady at the phone did not handle me!! She said they will send me a new tag in 3 to 5 business days and have to wait another week after I receive the tag to get my new shoes!! That means 1 month of delay!! Bad, bad customer service!! Never again!!

I've been shopping with Shoebuy.com for a few years and today I'm totally shocked to find out they have a new restocking fee policy of $6.95 for each returned item. There was absolutely no alert for this new policy whatsoever. They still advertise of FREE RETURNS & FREE EXCHANGES. NO WORRIES! policy on their headlines. And it was even worse when I called in their customer service to confirm about this new "restocking fee"; my first call was answered and hung up immediately when I just started asking about my returned item.

Bought 4 pairs of shoes in 2 sizes, one set fit, called to see if they had 2 more of other, they didn't... These clowns have a "free exchange" policy but charge $6.95 per pair if they are just being returned. After some prodding the person I spoke with agreed that since they couldn't "exchange" there would be no restock fee and noted it on my order... 7 calls (one hung up on me and another was abandoned at 45 mins waiting for a supervisor)... 3 of first four acknowledged the notes and said they'd send a refund request to accounting, of last three one was the 45 min wait and two refused to let me speak to a supervisor. I have reversed the charge that will resolve this very quickly but I will never ever order from these clowns again!

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.

After many years of being a satisfied Shoebuy customer and selecting them specifically for their free shipping + free returns policy, I had a rude $100 awakening when I attempted to make a return today. Normally I buy all of my daughter's shoes from Shoebuy and standardly order two different sizes and a couple of different styles so that I can see which one fits better. On July 29th I received an email from Shoebuy to encourage me to use my $20 rewards certificate and on that email the free shipping + free returns was very visible. There was also a "redeem now" button to click to link to the website. I used this email on August 10th to place my order. There was no visible alert to draw my attention that there was a change in the return policy. Since it had been the same return policy for 5+ years it did not occur to me that I should go digging for the return policy to see if there were changes.

I received the super cute Rocket Dog Jolissa Buckle shoes very quickly, but they are too big. So, I went online to request the shipping label for the return to make an exchange for a half size smaller. Nothing was ever sent to me. I checked my spam and trash, still nothing! I called in to get a return label sent to me and they have incredibly long wait times on the phone. Their automated message says to go online for faster service, but when you click returns online, the website times out! How convenient. However, the same website instantaneously takes you to multiple pages for purchasing. That's not a coincidence. I have tried multiple times and I will never purchase from this company again!!

This was the 2nd order I have placed with Shoebuy, the first was for a wedding slipper. When I received the shoe it did not fit properly. I contacted customer service to return. They stated I pay for shipping and there would be a restocking fee. At the time I was getting married and really did not have time to deal with the hassle. I kept the shoes and plan on selling them on an auction website. The current purchase was for a pair of boots for my son, we needed them in 2 days so he could go out to fight fire. When I placed the order, I had updated my address with my new address as we had moved when I got married. Unfortunately, the boots were sent to the old address.

Very disappointed in Shoebuy.com. I ordered 6 pairs of slippers for my 96-year old mother (who I can't take to a store). I had not realized that Shoebuy.com had changed their free return policy on August 1 (I ordered on August 10). I had ordered many times from them before. We found a pair of slippers that my mother liked and then I realized there was a $7 restocking fee on each of the 5 pair. When I called Customer Service, they said a supervisor would call me back. After 2 days I called them again and spoke to James, the supervisor. He would not budge on their policy. If I had ordered the slippers one pair at a time, they have a free exchange program. Not buying from Shoebuy.com again!

I have been a Shoebuy customer since 2011 and was referred by a family member that has also been a long time customer. The package was misplaced by UPS and I never received it. I contacted UPS and they assured me that my package was most definitely at one of their facilities and they would begin an investigation to find it. They also informed me that any further information regarding the whereabouts of my package would be sent to the shipper, Shoebuy, and I would receive any further updates from your customer service department.

Purchased two pairs of shoes on same order. After receiving them, neither pair fit to our satisfaction. Tried to use the Shoebuy website to process the FREE exchange. Could not request an exchange. Was only given option to return with a restocking fee of $6.95 per pair. Spoke to supervisor (Allison) who stated that PayPal orders are not entitled to free exchanges. When asked why the Shoebuy website explicitly states that exchanges are free, with no mention of the PayPal exception, the supervisor offered to refund the $6.95 restocking fee as a courtesy. Shoebuy's blatant misrepresentation of their return/exchange policy is deceptive, at best.

I saw an ad online for Shoes.com and a Buy One Get One Free sale. I logged on and placed an order. Five days later my order was cancelled which was AFTER the promotion had ended. I wrote the customer service department at Shoes.com and was told "Sorry, the item you ordered is out of stock". Wouldn't they know if the shoes were in stock within a day or two... not nearly a week? Then, the fact that they didn't have items in stock that I ordered and would not honor their BOGO promotion on a new order told me exactly what kind of company this is. AVOID!!!!!

I purchased a pair of shoes in 2 different sizes b/c I wasn't sure which ones would fit. After testing them out and wearing them in my house I unfortunately determined that they wouldn't work for my needs (I'm on my feet for most of the day and need comfortable and supportive shoes). When I attempted to return the shoes I was told that the shoes were "dirty and scuffed" and a return would not be possible. I tried the shoes on in my house! They are by no means dirty, and the "scuffs" are one miniscule scratch that occurred from walking on a hardwood floor. In speaking to the manager on the phone you would've thought I'd gone traipsing about the woods in the shoes before returning them. I've never experienced anything like this and I've purchased plenty of shoes online from plenty of other companies. Unfortunately I will never be purchasing from Shoebuy again after this experience.

I bought a Kangol 507 hat from them in size medium so I called them to request to get a exchange for a size large and instead they refunded me and then when it was time to buy the item back again the item was a higher price now, they do not want to price match it to what I originally purchased the item for. Was only less than a $2 difference. So they prefer to lose a customer over two dollars. Something is wrong with them.

Buyer beware!!! Most of the larger online shoe companies give you some flexibility when handling returns or exchanges, but not Shoebuy!!! Their policy, that I was not aware of but just found out about when trying to return some shoes that were the wrong size, is that you only have 60 days for a return or an exchange!! This is not the case with Zappos or Online Shoes. In my opinion Shoebuy is a big ripoff and I will never buy from them again. It was my first experience and now my last. They actually counted out the days on the calendar when I called them about it!! Now I lost $90.00!!

I purchased a pair of topside shoes for a wedding. Once I received them I noted the color was lighter than I wanted as they were too contrasting with the slacks I was to wear. I tried the shoes on in my bedroom with the slacks and determined they were in fact too contrasting. I put the shoes back in the box to return later. I was able to pick up another pair of shoes in the area of the wedding. I returned the shoes for refund and received the shoes back with a company policy note stating the shoes could not be returned as they had been worn; "soles dirty" unable to resell.

I ordered a pair of shoes in two different sizes with the intention of returning one pair. I sent the shoes back and after many phone calls did not receive a refund for the returned shoes.

I ordered a pair of shoes 6/15/15. I received them 6/23. I wore them to work 1 day only (on my feet 8 hrs) and they gave me blisters. New Balance shoes with roller bar! They emailed me a return UPS label. I returned them the next day. They received them 6/29. Today is 7/9 and no refund. I called, they said they returned them to me because they had been worn (again only 1 day inside a building). They would not refund me and the customer service was awful. I even spoke with a supervisor. I am contacting my credit card company now.

I bought online Skechers shape up for my wife, order from UK, they gave me very expensive $99. It's arrive late plus once it's came on the door, delivery man asking for £30.00 more... They didn't show any charges online, I thought it's $99 with delivery, coz it was already expensive. It's really make me disappointed. I can't return it coz that's my wife birthday present. I don't have choice... I call them and ask for delivery money back. But they said they can't give it back. They are cheater and BIG, BIG LIAR. I'm not gonna buy anything from SHOEBUY.COM. PLS DON'T BUY ANYTHING FROM SHOEBUY. CHEATER, LIAR.

I originally purchased a pair of shoes for my daughter in another state but ended up being the incorrect size. So I promptly called customer service to cancel that order shortly after placing it and received a cancellation email. I placed a second order with the correct size shortly after canceling the first order. Well, my daughter ended up receiving the order that I had cancelled but not the correct order. So I called customer service a second time and explained the situation. I was told by a representative that both pairs of shoes were sent out instead of just one. I explained that wasn't the case.

As a complement to my complaint "MICHEL of Ajijic" of July 3rd. After weeks and many useless emails of Shoebuy/Shoebad, I obtained my refund but only after letting them know that I filed a complaint to the Federal Trade Commission. This could help other pigeons.

I was having difficulty finding wide shoes in my size when going to several stores. Started searching online and found Shoebuy. The site did look enticing and had a lot to offer and said free returns with free shipping. I ordered a pair of shoes that also said you get 20% off at checkout, which brought them down to 79 dollars. When I received the shoes in the mail they came in a box with no invoice or packing slip, no description. The shoes were the right size but they were not what I ordered at all.

I ordered two pairs of shoes, neither of which fit. They arrived separately. When I attempted to return the second pair of shoes, I was directed to call the company. I was then informed that ShoeBuy only provides ONE return label per ORDER, not for each item. I was told by the customer service rep that an exception would be made and that I'd receive another return label within 24 hours. I guess it will all be okay, but I sure won't order more than one pair of shoes from SB ever again - if any at all.

I tried to buy a pair of shoes and after putting my credit card info 3 times it said no order but still took the money anyway and they are going to take up to a week to give back my money. There was nothing wrong with my card either as 5 minutes later I used on Zappos with success. I will never use them ever again.

I received a pair of shoes as a gift from my friend and wanted to return or exchange them without my friend knowing. She had enclosed the order number and so I emailed Shoebuy to know procedure. They wrote back and said that they could only issue a refund to the original form of payment -- in other words, to my friend's credit card. I emailed again explaining that I didn't want my friend to feel badly that I didn't like her gift. They again emailed saying that they were processing my return, and addressing the email to my friend. I tried calling them to be sure they understood (since 3 emails hadn't done it) that I do not want my friend to know I am returning her gift. After being on hold for almost 17 minutes I have up and sent yet another email, canceling the return and asking (again) that they not inform my friend.

I placed an order on 6/3/15 and when I checked the tracking UPS showed on 6/6/15 the package was left at door on 6/5/15. I checked with a few neighbors but no one has seen the package. I called UPS and they opened an investigation to find the package. I also contacted Shoebuy.com to inform them as well. I was told by a Shoebuy.com customer service representative that an investigation would be opened at that time and it would be eight business days to have the issue resolved. UPS contacted me and told me the package could not be found and their investigation was closed.

I purchased a pair of shoes on June 4, 2015 on my Discover card. They were too small, so I immediately reordered a new pair and paid for them also on my Discover card. Now I need to return the first pair and they will not respond to my call. I sat on hold for over an hour last night listening to their horrible background music and finally hung up. I am now going to contact Discover.

I received my order. Opened the box and there was no packing slip, receipt, or ANYTHING in the box. A day later I got an email with instructions on how to return (shoes did not fit). I followed the instructions, but the return needs to be done via UPS. UPS is closed on Sunday, and my only day off is sunday. Since I live in Hawaii, the time zone to call the east coast is off by 6 hours, so I sent an email. Then re-sent the next day. Then again day three, and day four, and day five. I have heard NOTHING from their customer service about alternate ways to return these shoes. It's apparently just a dead email.

I placed an order for 2 pairs of the same shoes on June 4th. They immediately withdrew $215.92 at $107.96 per pair from my checking account. On June 8th, they take an additional $107.96 from my account. I called them and they said that the system sometimes does this and it should fall off in 24 hrs. I told them that they now have charged me for 3 pairs of shoes as I'm looking at my online bank account. The woman proceeds to tell me I'm wrong and my bank is wrong (still as I'm looking at my balance). I asked for a supervisor and one wasn't available. This is around noon. She asked me what's a good time for the supervisor to call? I said as soon as she hangs up the phone. 5 hours later and after their credit department closed (the ones who could put the money back on my card) they call me back.

Purchased a Kelsi Dagger sandal and the website had the description stating that the shoes are made of a leather upper. However when I received the shoes they are all man-made materials. All Shoes.com offered was for me to return the shoes for a refund. This was a real inconvenience because I ordered the shoes to take on a vacation and didn't have time to return them. This is considered false advertisement. I will never order from them again.

I have attempted to contact their customer "service" department on three occasions and have not yet received the courtesy of a reply. Am simply attempting to return a pair of shoes (Crocs) purchased several weeks ago after trying them on, and upon seeing that they didn't fit, returned them to the box with tags intact. There was no paperwork for reference and since I had no record or confirmation #, I was simply seeing instructions on how to handle the return. Obviously, I will not be using this company again and would advise others to do so at their own risk. I would've given them one star but why waste my anger on something so petty. Will save it for more important occasions.

I regret for not reading the reviews on this site before I ordered from them my wedding shoes. It was May 25 when they had super sale and I got sidetracked by the good deal and purchased $200 shoes for my wedding day. Today is June 9th already and I called 3 times already to see what is going on with my order. The first time their rep said, "I am not sure what is going on, I will have to call you back." I said "cool."

I recently purchased 3 new pairs of shoes from Shoebuy.com. In their return information they advised that they would only send 1 return label so to wait until you receive complete order. I did. I liked the 3rd pair. When trying to print return label, it would not print. That's one strike. So for 3 days in a row I emailed their customer service and never got an answer. Strike two. Then I tried calling their customer service number. Oh lord, you need the patience of Job to wait that long. After 1 hour and 14 minutes I went to post office and paid to return the shoes. Strike three. Shoe buy is out for any of my future purchases. They do not deserve a rating. Because of where we live I purchase most everything online and purchase lots of shoes. By the way, I sent the shoes to their corporate headquarters, return receipt when I sent them, hoping to get someone's attention that cares about their reputation.

There was no receipt or return information in the box when the shoes arrived. I spent over 45 minutes on hold to find out how to return the shoes because they don't fit. When someone finally answered, they hung up before I could respond!! I emailed them 24 days ago and still no response. I will never buy shoes from them again. I never received an email confirmation or a receipt.

I got my clogs today in the mail. Opened the box and it was no where close what was advertised. It said leather uppers and soles. In reality it's all plastic. I tried to call, I've been on hold 1 hour and 47 minutes and counting and you cannot contact them by email. STAY AWAY FROM THIS COMPANY.

I'm trying to return some sandals but no one answers the phone, I've been on hold for an hour. I've also sent an email with no response.

My mom wanted a specific pair of Skechers for Mother's Day that I found on ShoeBuy. I was expecting to pay $65 plus shipping but luckily they had a coupon code for 20% off and free shipping so I ended up paying only $49, sweet! I placed my order on Monday, received a shipping confirmation on Wednesday and my order arrived on Thursday in perfect condition. I was really nervous about my order because of all the comments on this website but I'm a happy camper!

They shipped the shoes to my old address. I called after receiving the shipment email. I was told that it is not their problem because I should have checked my order confirmation email and realized that the wrong address was used. They would not contact UPS on my behalf and when I contacted UPS, I was told that I could not change the address, only the shipper can. Shoebuy refused to help me. I even spoke to a supervisor named ** who said that it is not their responsibility once the item is shipped. I had to file a complaint with Paypal. I will never be buying from them again.

Purchased two pairs of Crocs over Christmas for my 4 year old. Just started to wear one of the pairs as the weather is warming up (Finally) and found one of the sides of the shoe happens to be rubbing her. Called and was told nothing we can do.. I'd have to pay to return them and then if they found them NOT to be defective they'd send them back. This is why buying from RETAIL stores pays sometimes. How would I or my little one know they'd rub until she worn them for a few hours. Totally ridiculous.. You just lost my business!!!

Shoebuy offers the follow option (cut & pasted verbatim): Shoebuy.com offers the following shipping options: Option Price, UPS Ground FREE, UPS 3 Day Select 5.00, UPS 2nd Day Air 10.00, UPS Next Day Air 20.00. However if you order late on a Thursday (I placed my order at 7PM PST), you won't get your order til the Next Monday. After contacting customer service, the explanation is that the order was not actually processed till Friday and they don't delivery on Saturday. I assume you can save yourself $10.00 and just get 2-day air and it'll get there by Monday if ordering late on a Thursday. I'll remove this complaint if Shoebuy credits me the expediting fee.

All you do is sit on hold if you want to talk about returns. One time I held for 20 mins & currently holding for over 30 mins. Clearly, this is the last time I will deal with these people.

After I ordered my 2 pair of Taos shoes, my daughter said I should read reviews of the company first. Well, it was too late as I already paid for my purchase. After reading reviews and most were negative I started getting nervous. I am happy to report that my 2 pair of shoes are top quality. I paid way less for this name brand than I have at the store and they were shipped on time. I will use this company again in the future.

I purchased from Shoes.com as a gift for someone this past Christmas. I ordered well in advance since shipping times can be an issue. Well, he has only recently begun to wear the shoes and rarely wears them at all. However, the front stitching was so cheaply done it has burst out! Surely there must be some accountability from the seller, right? Of course not. Shoes.com makes it very clear that they will only accept returns on unworn shoes...except apparently they take used ones and sell them to others! Under the section for defective merchandise, which this pair very clearly was defective as he has had multiple pairs of this shoe and never had issues, it says they take back defects as long as they are unworn... How would you even know about a non-obvious defect without wearing the shoe to find it? Ridiculous. I have bought a few gifts on this website but now I never will again.

They have ripped my daughter off after she purchased some shoes. They didn't fit so she went to return them. They said they would collect on a certain day, but the day before the collection day, a courier turned up and demanded that there was a parcel to collect. I was unaware of this and told him that it is for tomorrow, as my daughter was at work. He then argued with me with a attitude, basically calling my daughter a liar and demanded that it was for today, so I then asked my daughter who showed me the confirmation email when she returned for work.

I ordered a pair of nylons - 1 package, 2-in-a-box for $21.42. Got the package but with only 1 pair of nylons. I order it in January and told them I only got one pair. I was told they have to do a tracking on the product (ok fine) then the tracking is done. They said that they will refund me $8.00 bucks. Now I got free shipping and all my calculations is about $10.71. But fine to this day I have yet to get anything back from them.

I'm angry I order some sandal and they were ship in the wrong address. Not only that... I call for help, this lady ** she was no help and yelled at me like what the hell. Look, I just want my order that all and I know mistake happen. Please help.

Horrible service. If you order overnight delivery you will not get overnight delivery. If you order second day delivery, you will not get it. Customer service is very rude.

Ordered a pair of shoes from Shoes.com. They didn't fit and I wish to return. Tried to look up order # on website (to initiate return); receive message saying "order number can't be found." Sent an email, including the order number on the packing slip. Got return email saying they can't find my order; that the number should begin with a P, D, or X. It doesn't; however, the number I gave them IS the order number listed on the packing slip that came with the shoes.

I ordered two pairs of shoes online. Neither fit. When I returned the shoes, Shoes.com acknowledged receiving the shoes, and continued to promise that they would issue a refund, but have not done so for more than a month. I have now been told that they are moving facilities and will not issue refunds for another week. At this point, I think I am just out the $100.

ShoeBuy Customer dis-Service is basically a place where your return requests go to die. Those guys are in the business to ship you stuff and not accepting any returns. Your return policy should be shipped with each product not listed on the site in fine print. Heck, email it to customers when an order is made. I spent hundreds of $$ on this site as I prefer shopping online. I'll give the shoes to a needy person this time, but I will NEVER spend a penny on your pathetic site again. Your loss. This site is a scam, beware.

I repeatedly asked Shoebuy.com to acknowledge the legitimacy of a complaint I had about their use of UPS to send me a package to Canada. The website should tell consumers which delivery service they use. Had I known it was UPS, I would never have placed an order with them. (See the hundreds of complaints about UPS, for reasons why.) And they should change reference to consumers' liability for duties and taxes to consumers' liability for UPS' "brokerage fee." The latter is a cash grab. The responses I received from Shoebuy suggested my complaint had not been read, and it was 6 days before Shoebuy told me I had to pay the brokerage fee and accept delivery on the item within 2 days, or else it would be destroyed. Canadian consumers in particular should beware.

I ordered two pair of shoes from Shoebuy after getting a recommendation from a friend. I ordered them Jan 6th. After two weeks I contacted them because I hadn't received them. The tracking said their was a train wreck and they were delayed. Shoebuy said I had to wait. Next week I emailed about the progress. Never received a reply. I tried several other times. On Feb 19th found out through tracking they were listed as destroyed and company contacted. Still nothing from Shoebuy.

I ordered a pair of sketch air shoes and I didn’t see the promo code, so I called them and they were kind enough to refund the discount and my shoes came in a timely matter. Would definitely buy from them again!

I ordered a pair of shoes from Shoebuy.com for my wedding on 1/29/15. I received them in a timely manner, however, they were not true to their size and I needed to exchange them for a smaller size. Sounds easy enough, right? I sent them back with the prepaid label and filled out all the info online. 7 days later, I receive an email saying they cannot process my exchange because the original card used couldn't be charged. Ok, first off, I already paid you so why is there any money issue for an exchange? Anyway the email said a refund would be issued instead and then I could just re-buy them. Ok somewhat of an inconvenience, but fine.

I placed an order on January 27, which was about a week ago. They never updated my shipping information so I called them only to be greeted by an automated message that they are currently closed due to the weather, with no mention about when they will reopen. They should have at LEAST put a notice on their website stating that they will not be shipping any items out if they are going to close their warehouse and customer service center so people who need their items in time would not order here! Since they don't pick up their phone either, it's impossible to cancel my order as well. I needed snow boots for this weather and I guess I'll be receiving them once the snow dies down. Thanks Shoebuy.

I placed an order over five days ago and I have yet to receive a confirmation email... I have called three times and the excuses I have received are unacceptable. I plan on canceling my order, because the two events I wanted to wear the boots are order for has past. Horrible experience with shoebuy.com... I will NEVER place another order with this scam of an organization.

I bought a Patagonia quarter zip on here. Received a confirmation email saying I would receive an email when it had been shipped. But a couple days later I never got an email. Then I read all the horrible reviews and I got really nervous. I wish I read reviews sooner. I really trust customer reviews and they really affect my choices in where I spend my money. I called to cancel my order and the next day my money had been refunded. The lady told me it was on the truck but not yet shipped? It all seemed very sketchy. I'll be spending my money at a more reputable website. However they did refund my money hassle free so I appreciate that!

I recently finished an entire month+ of back and forth emails between myself and Shoebuy.com's Customer (dis)Service. I had purchased a pair of shoes and was really excited to receive them. Let me tell you that that excitement was short-lived. After sadly discovering that the shoe simply did not fit me, I shipped the shoes back to Shoebuy and waited patiently for my refund. After calling twice wondering why nothing has happened (1.5 weeks after shipping them), I receive the shoes back with a note that they refuse to accept the shoes because of dust on the bottom, clearly showing that they have been worn before. They are correct. They were worn by me - for a grand total of 120 SECONDS!! I tried on the shoes, walked around in them for a bit to gauge the fit then repackaged them after realizing that they do not in fact fit me.

In Dec. 2014 I became embroiled in a boot order controversy with Shoe Buy. When my order was received, I determined both boots were for the right foot. I requested and received a pre-paid return label to return the boots. Now on 1/20/15 USPS returns the boots to me. In the bottom of the box is a hand-written note stating the boots were not received back in the original box and there was dirt on the soles-----no mention about the boots being both for the right foot. My credit card has been charged and Shoe Buy is $50 richer. This is a scam operation at its worst. Don't do business with this company.

Placed an order on December 20th. It is now January 20th. I have no boots and no refund. A shipping label was created on 12/22 and there was never any movement. I called and was told it was USPS fault and my boots probably fell off the truck! WHAT?? Now they have to contact the manufacturer Journee to see what happened and that takes 7-10 business days to "investigate".

I purchased a pair of Clark Malia boots and received them in record time. They were beautiful and well made. I put them on to wear to work and had the right one rubbing my small toe. I changed to another pair of boots and was going to send back the Clarks' but my label wouldn't print. I called and Judy answered the phone and was wonderfully helpful. She emailed me the label and I told her I wanted to try the boots with a pair of socks and see if that resolves it, if not, I'll return them. Judy was super helpful and I appreciate a company that hires good CSR's.

Yes, it says your order should arrive in 5 days. Mine arrived in about 3 weeks. Shipping is SOOO SLOW! Maybe they ship their shoes directly from China - where they're made. Also, my Born boots were covered in black gunk. Every time I touched them, my fingers touched black. I used mink oil to clean them, and it turned my sponge completely black. I then used a dry washcloth, which turned completely black. They were just covered in black. I don't know what the deal is, but I won't order from Shoebuy again ever!

DO NOT USE THIS COMPANY! I placed an order for a pair of boots on 12/17/2014 and received a confirmation email the next day with a shipping tracking number. When I went to track my package, it stated that my package was not found. Thinking I checked too soon, I waited a few more days then decided to call. When I called, I was told to wait a few more days for information to show up in the system. So I did. I called back on Friday Dec 26th and they told me to call back on Monday since that was the 7th business day and they would investigate my order. After a few choice words, I hung up and called back on Monday. The rep then proceeded to tell me that they couldn't open an investigation on my order because it was the 7th business day and I needed to call back the next day! Unacceptable and I let him know it. After demanding to speak with a supervisor, he reluctantly proceeded with opening up the investigation. I was told that I would hear back from them via email or phone within 5 business days. Again unacceptable. He confirmed that I did, in fact, still want my boots and my shipping address. He stated that they would locate the boots and send them to me with expedited shipping.

I placed an order on December 15th expecting to get my shipment by Christmas since they say you will get your package within 5 days. Guess what? Christmas came and went and still no package. Every time I went to the USPS website to track my package nothing was updated. It just said shipping label created. I finally called them on December 26th and was immediately asked to hold. About 5 minutes later the customer service rep came back on the line and I was told that her supervisor needed to contact their supplier and that I would be receiving a call from her supervisor after that regarding my order. She went on to confirm my telephone number. This all seems very weird to me! I am giving them two days and if I don't get a phone call I am cancelling my order and demanding a refund! By the way, they charged my credit card on the 17th yet my item wasn't even shipped!!! I will NEVER deal with this company again!

I needed to return a pair of shoes that I purchased because they did not fit. I was late in returning them by three days. I called customer service and they refused to take them back. They would not budge an inch. I even offered to exchange them for another pair of shoes that I know would fit and I would pay all the postage. If you want to buy from Shoes.com make sure you read the return policies or better yet, buy from someone else. There are other online shoes stores that will take returns for up to a year or at least work with you if you are over the time limit.

I made 2 attempts to purchase sandals from shoes.com during the holiday season of 2014. The first time I received an email a few days after informing me that the shoes were out of stock and I was getting refunded my money. I checked online found that it was possible to add the shoes to my cart - and wrote the company an email, requesting that they send me the sandals since I had paid them. They responded, standing by the same claim that the sandals had gone out of stock and I should reorder. I repurchased the shoes again. Again I got an email a few days later saying my order was cancelled. It's not unreasonable to have an online ordering system automatically reduce the amount of inventory it has in the system to reflect an item is no longer in stock. It was very frustrating to deal with this during the holiday season since the sandals were going to be Christmas present.

I ordered a pair of boots for $45 on December 1st and I received an email saying that my order had shipped and it would be delivered within 5 business days. I have called Shoebuy 5 times and sent emails and was told that the company of the boots (Aerosoles) had not shipped them yet and they would put a tracer on them which would take 24 hours! I talked to another rep two days later that said a tracer never takes 24 hours and that they would call me back the next day. No call back. I called again and said they would contact Aerosoles again.... no response. It is now December 21st and no delivery or response. I believe this website is a scam. I talked to the same rep three times which is unusual for a big company. Please do not order from this scam of a business. Really crappy as this is a Christmas gift and I live paycheck to paycheck. SHAME ON YOU SHOEBUY.

I ordered 8 pairs of Darn Tough Socks for Christmas presents. When ordering, all socks were shown to be in. I had an order confirmation. Two days later I had an order cancellation notice on 4 pairs of the socks. When I called, I was on hold for 12 minutes to start, then an additional 8 minutes waiting for a supervisor. When asked to fix the situation, the best I got was they would fill as soon as available, but not by Christmas and not with expedited shipping. I was given a code for the EXACT same 30% off I used, and was told that was a great deal and I should take advantage of it. I missed on all the sales in time for Christmas from the other companies and now have to pay full price for these socks. EX CUSTOMER!!!

First time customer, ordered a shirt which was to be delivered in 10 days. 10 days later we found out, it was not even shipped. We canceled our order, and three weeks and three phone calls later we still do not have our credit. Each phone call they assured us it would be done, and it still is not. Also you have to hold on the phone for 15 minutes to talk to someone. They are a total waste of my time, stay away. We will call our credit card company to report them.

I went to the website. Selected the boot I wanted, it appeared in my cart with the original cost less the special deal of the day. I had to create a visa checkout account (giving my personal information) to receive the special deal, which I did. When I proceeded to checkout, they had put the wrong delivery address and the wrong name on the bill to, so I backtracked to correct. After figuring out how to accomplish that I continued with checkout to the point of place my order and the special deal was gone. I spoke with the supervisor and he told me the item was not eligible for the special and he was sorry. I consider this to be bait and switch, After getting me to sign up for visa checkout, which I really didn't want, and then not allowing the discount. Order was canceled.

Can you fit this all in one box for a return? That's what shoebuy.com expects you to do with your returns despite sending to you in five boxes. I ordered multiple sizes of men's winter boots for a cancer patient with swollen feet. Wide, extra wide, etc. Boots shipped to me in one very large box with four boots, and four other individual boot boxes. These are men's winter boots so the boxes are large. Website front page says free shipping and free returns. Only if you dig into the return policy faqs (fine print) before placing your order do you see the qualification that Shoebuy.com ONLY provides 1 return shipping label for only one box for your order. So I would need a VERY VERY LARGE and HEAVY box to get them all in. If I had left it up to the cancer patient to make the return he would have never made it out of the house with such a big box if he could even lift it. Yet, If I had ordered the boots individually then each box would of qualified for individual return shipping. I contacted the company and they are providing me with one extra "went out of their way" label that I need to wait two days for a manager to approve.

I recently made a purchase from Shoebuy.com and certainly never will again. I had no trouble returning the shoes and my credit card was promptly refunded. The shoes fit beautifully but they were two very different colors. I understand leather can vary but this was ridiculous. Also, these shoes weren't shipped in a box! They were just thrown in a plastic bag. They arrived a little worse for the wear.

Not long after I left the review of my experience with Shoebuy.com, I received notification via email that my item was being shipped on 1 day delivery. I'm pleased to say that the parcel arrived this morning, all thanks to Joann who works at the company. I wish they'd given this level of service from the beginning but as it stands, they rectified the problem.

Purchased a pair of boots from Shoebuy on 10/13/2014 in which my debit card was charged 38.21 and on 10/22 my card was charged again. I called customer service and they informed me that they put a hold on my account til they verified the account to be good and until the shoes are shipped. Well the shoes shipped from 10/20 at which time they charged my card again so they said they had to call billing and it would take 24 hours to fix problem. I sent an email to customer service with the complaint of the 2 charges for the same order and now they are saying it will be fixed when my credit card company takes the hold off my card and may take til Nov. 1st to get back on my card. This is crap and will not order from this company again... All who have ordered better make sure they have not charged you 2 times for same order... It is a pain to get your money back in your account...

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 - let’s rectify the situation. She then continued to be very Nasty. I told her I never had a 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.

When I placed my order, I was told that I would receive an email with tracking information once my product was shipped. About a week passed by and I hadn't received any email. So I went to their website to see if I could see the status of my order there. They did have the option to track your order, so I put in my name and zip code information, but an error message kept coming up saying "invalid zip code". So I called customer service, and they told me that I wasn't able to see my order info "probably because the order was in the process of being assigned a tracking number". And they also told me, I would receive tracking information via email probably within 48 hours.