Thomas B Jrg

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Verified Reviewer
| map-marker New Castle, Delaware

My return order ( RB01834****)

I would like to know if you received my return from order # RB01834****. And issued my refund. I have not received any email information to this fact.
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Sanae H Ykq

WORST customer service

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I have tried contacting shoes.com's customer service over 3 times due to having two packages come in the mail when one of the orders was placed due to technical difficulties on THEIR end and I was forced to place an order twice, not knowing that the first order which seemed to have been canceled actually went through. I have not heard back in over a week. Can't even reach a person via phone call. Absolutely ridiculous. Waste of time.
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Loss:
$68

Preferred solution: Let the company propose a solution

Kathleen T Wla

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Verified Reviewer

Horrible customer service

After four phone calls and 2 1/2 hours of hold time and customer service time, I was disconnected by the agent who took my phone number and two email addresses so that we would not disconnect from one another. I simply wanted a return label for shoes ordered and after 30 minutes plus on a phone conversation with this agent, I have received nothing in the way of a return phone call or email from Them after disconnecting. I will never order from them again and I am still waiting for a $300 plus refund. I cannot even give them one star because I am so frustrated.
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Loss:
$301
Pros:
  • No pros at all
  • Easy to order
Cons:
  • Poor response to inquiries or assistance
  • No customer care at all only ai reponses

Preferred solution: Full refund

User's recommendation: Never order from shoes.com

Debra Y Dnp

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Verified Reviewer

Was on hold for 40 mins to talk to customer service

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I purchased 2 pairs of Skechers sneakers. spent over $99 so saved $40. One pair has a stain on the front and side . I just want to exchange them for another pair at same price I paid and not be charged for return fee.
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Pros:
  • I like the shoes and coupons
Cons:
  • Horrible response and no help for customers
  • Poor response to inquiries or assistance

Preferred solution: would like to exchange the damaged pair for another pair and not be charged return fee.

1 comment
Guest

I have ordered from shoes.com in the past and they don't charge an exchange fee , they will send you a prepaid label to return to shoes that you want to return , if you have problems with shoes.com it's not them it's you that's the problem. They have great customer service and never charge to return shoes , I guess unless you have had the years !

Diane Z Nxk

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Verified Reviewer

Didn’t receive refund

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Customer service doesnt answer phone. Tried using email and Facebook. This is the second time I am having trouble. After using Shoes .com for many years, loving them and recommending to friends, I dont think I will be returning to this company
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Loss:
$28
Cons:
  • Very poor customer service

Preferred solution: Apology

User's recommendation: Beware of getting any support

Resolved
Ell M

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Verified Reviewer

Resolved: Problem not solved

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Updated by user Aug 17, 2021

Company fixed the issue and I have been provided with full refund. They were going through some online changes. I probably should've been just a little more patient..

Original review Jun 16, 2021
I've been unable to log into my account to print a return label and the customer service number says the call is very important, hold times may be longer than expected, etc. and then it hangs up. I also returned a pair of shoes and have not received credit.
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Loss:
$80
Pros:
  • Decent shoes
Cons:
  • Poor response to inquiries or assistance

Preferred solution: Let the company propose a solution

Anna L Ixd

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Verified Reviewer

Bad customer service

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I exchanged a shoe, you have to reorder to exchange and they say they waive my shipping and I get a refund on shipping too but I didnt get a full refund on my shoe. They still deducted my shipping in the refund so I lose $8.50. I emailed 3 to 4 times about this. I do not get a love person and they do not read their emails cause all I get is information on how to return. I am never ordering from here again. You also cant use your rewards when you have a coupon code so what is the point of having a reward system? The shoes are too expensive.
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Loss:
$9
Pros:
  • Variety of choice
Cons:
  • No customer care at all only ai reponses
  • Bad customer service

Preferred solution: Full refund

User's recommendation: Don’t buy

Melony W

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Verified Reviewer

No Refund!

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I was issued a return label from Shoes.com. I mailed the shoes back at a UPS store on June 28. After tracking the return, UPS showed that it was delivered to Shoes.com on July 1 at 11:45. I have called many times and the wait time is ridiculous. I was never able to speak to anyone, and my e-mail complaint from customer support says that someone will contact me. I have yet to get any other type of response.
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Loss:
$96
Pros:
  • Easy to order
Cons:
  • Terrible customer service
  • Poor response to inquiries or assistance

Preferred solution: Full refund

User's recommendation: DO NOT ORDER FROM SHOES.COM!!!

Joanne C Qqk

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Verified Reviewer

Horrible Customer Service!

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Unable to get a return label to download. No telephone services. Only automated standard replies to email contact. 6/28/21
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Loss:
$60

Preferred solution: Full refund

User's recommendation: Great if you don’t need to return. Can’t get return service and $8.50 restocking fee

Robin S Ygg

Express delivery

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I wrote to co here do not want charge for delivery not made. Want customer service response to this..that is all
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Preferred solution: Price reduction

User's recommendation: beware

Anonymous
map-marker Freehold Township, New Jersey

Frustrated customer

OrderSH00792101 ticket number 533574 I placed this order on Sunday Sept11 immediately after confirmed I saw shoe size was wrong . I had typed in size 6 and confirmation said 10 . I sent 3 emails and on Monday and wed asked for a change in size or cancellation of Order I spoke to a Jenna Straker who told me order will be cancelled I just got an email saying order has shipped with wrong size I am so frustrated that the lack of communication in customer service is so poor Now I have to wait for order just to return it ? Very frustrated customer Roberta Taffer
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Cynthia M Giu

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Verified Reviewer

Been trying to reach customer service for over a week

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I've been trying for over a week to contact shoes .com. I have emailed and have tried calling. End up on hold listening to obnoxious music. Finally, have given up. I want is a return label for an exchange. IM'd today and got sent to a website Just Answer.com which requires a sign-up for their service. Credit card required. I am NOT paying to get an answer from a company that should adequately cover phone calls, so customers don't have an infinite wait. I will NEVER buy from them again! Tried .
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Loss:
$43

Preferred solution: Full refund

Steven B Hbk

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Verified Reviewer

Sent the wrong item, and no communication

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I placed an order with this website on 5/25/21, and it arrived 8

days later on 6/2. When I opened the box I discovered that they

sent me the wrong size shoe, I had ordered a size 12, and

received a size 13.

Turning to their site to set up an exchange, it

was not an available option, only to set up a return. I retrieved a

return label and sent the shoes back on 6/3, and emailed from

their contact form that I would like the correct size sent to me. I

have received nothing except standard form email responses

that offer no assistance. There is no contact number on their site

to talk to a human.

I had to google their contact info, which to no

surprise hangs up on you after the initial message of "please

hold".

Now they have had my "return" for 6 days, and there is no

update to my account and I have not received any

communication at all.

the worst I have received in years. I w

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Loss:
$53

Preferred solution: Deliver product or service ordered

User's recommendation: Do not order from this site

David K Mgp

When I call You keep telling me to holdfor the next available operator then hang up on me!!!!

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SH00449035 Order I have been emailing you about this order over and over and you are not answering my email with any specific information!! I ordered three pairs and only received two. I ordered them five weeks ago. Ive already registered a complaint with Rakuten My next step is to register a complain with the better business bureau copying all my emails and telling them how I called twice and was on hold for 30 minutes both times and the hung up on!!! Where is the third pair that I never received. If it is being sent from another vendor and is out of stock, why havent I been notified!!
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Loss:
$50
Pros:
  • Brands and affordable prices
  • Brands and affordable prices and sales
Cons:
  • Paid upfront but did not receive shoe order
  • Poor response to inquiries or assistance
  • Bad customer service

Preferred solution: Deliver product or service ordered

User's recommendation: Don’t order from Shoes.com. Their customer service never answers emails or calls

Anonymous

Impossible to get help!

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DoThey sent the wrong size shoe and it needs to be returned or exchanged! They want to charge a restocking fee and it was their mistake! I have sent email after email.followed the return process and cant get a return label! No one answers their phone. It just disconnects you.
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Cons:
  • Very poor customer service
  • No customer care at all only ai reponses
  • Terrible customer service

User's recommendation: Don’t shop here.