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2.2 24 Reviews

Shoes.com / Shoebuy.com Complaints Summary

7 Resolved
17 Unresolved
Our verdict: When using services from Shoes.com / Shoebuy.com with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Shoes.com / Shoebuy.com reviews & complaints 24

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Newest Shoes.com / Shoebuy.com reviews & complaints

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A
5:24 pm EST

Shoes.com / Shoebuy.com Paid for shoes. Did not get them and cannot reach anyone.

They will not answer the phone even though they have a phone number. I have emailed them multiple times and only get an automated response. I did not receive the shoes I ordered and paid for. I want a refund or a pair of shoes but no one to discuss the problem. I will never purchase another pair of shoes from them. I will go to my credit card company and dispute the charge.

Desired outcome: Shoes or refund

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Update by Amr131
Dec 08, 2021 5:27 pm EST

They will not answer the phone or respond to email other than an automated general response. I did not get my shoes and the tracking says they were delivered. This has been going on for 8 days. It was a Christmas gift and now I will have to go buy the shoes elsewhere but I need a refund.

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12:22 pm EDT
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Shoes.com / Shoebuy.com My credit card not credited after sending back two pair of shoes that they received September 7,2021

Sent back two boxes of shoes, one box had one pair of shoes in it, shoes.com received it on September 7 in Woburn, MA, my account was credited the $46.75, second box had two pair of shoes that they received the same day, $83.93 has not been credited on my credit card, I want what is due to me, have tried emailing them, it does not go through, tried calling, you get a recording saying to email them, so I can not even get through to them, my email is [protected]@gmail.com, I would really appreciate to see if you can get through to them, Thank you!

Desired outcome: I want my credit card credited $83.93

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10:16 am EDT

Shoes.com / Shoebuy.com Return

Bought 4 pair of shoes for my husband on 07/17/2021. One pair did not fit. Tried to reach out to them to see how to go about sending this pair back for credit. None of the phone numbers or email have been answered. I was trying to get this resolved before an upcoming surgery I was having. I sent the pair of shoes back to Shoes.com on August 11, 2021 with a letter stating what I needed. And still don't have my money back nor any communication from them. Every time you call you just hang on hold forever. Then recording comes on and says to send email then hangs up on you! Worst customer service ever!
Lisa Craig
10/01/2021

Desired outcome: Credit

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Is Shoes.com / Shoebuy.com legit?

Our verdict: Complaints Board's thorough examination reveals Shoes.com / Shoebuy.com as a legitimate entity with notable strengths. Despite a 29% resolution rate on customer complaints, which invites a closer look, Shoes.com / Shoebuy.com stands out for its commitment to quality and security. Clients considering Shoes.com / Shoebuy.com should delve into its customer service record to gauge compatibility with their expectations.

Shoes.com / Shoebuy.com earns 94% level of Trustworthiness

Perfect Trust Endorsement: Shoes.com / Shoebuy.com achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Shoes.com / Shoebuy.com. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Shoes.com / Shoebuy.com has claimed the domain name for shoes.com for a long time, which suggests that the website is established and has a history of being in operation. This is a positive sign, as it indicates that the website has been around for a while and may have a reputation to maintain.

Shoes.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

We looked up Shoes.com / Shoebuy.com and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Shoes.com / Shoebuy.com's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 29% of 0 complaints were resolved.
  • There was some difficulty in evaluating or examining the information or data present on the shoes.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • We conducted a search on social media and found several negative reviews related to Shoes.com / Shoebuy.com. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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3:31 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Shoes.com / Shoebuy.com No Refund on my verified return or response to 2 requests

Order # SH00485326
On June 15 I received my Shoes.com purchase of 3 pair of shoes. Two were perfect, but a pair of Sketcher Foamies were too big. Online I printed out a "return label" and followed their directions to a T. I took my return to my local UPS on June 16th, The following day I tracked the return and it was already delivered to them in Woburn on June 17th. (See attached printout)
Twice I contacted them using their online form with specifics and twice got an automated response. NO PERSONAL RESPONSE AND NO REFUND.

Desired outcome: A refund for the returned Sketcher Foamies

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Resolved

I have received the refund, minus the re-stocking fee. My complaint is resolved.

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C
11:58 pm EDT

Shoes.com / Shoebuy.com Service

Customer service terrible.
Emailing is not easy.
No one answers the phone.
I have not received a full refund.
They sent me the incorrect size.
It has been a nightmare from trying to get a return label, reaching anyone at all through customer service, receiving the correct refund.
Will never order from them again.
Ever.
Terrible experience.

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A
8:11 am EDT

Shoes.com / Shoebuy.com Trying to initiate a return both online and by phone. any thing.

Trying to initiate a return both online and by phone with absolutely no success. I cal and it only wants to sell me different products by automation and if I email that is also directing me back to their sight to do the return, but it only takes me so far and then doesn't let fill in any thing. Very frustrating!

Desired outcome: A refund on the shoes I ordered. I will never do business with them again!

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10:18 am EDT
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Shoes.com / Shoebuy.com arrogant supervisor & incompetent staff

On 8/8 i placed my 1st order for a Jansen backpack for my daughter after sometime i called to inquire about shipping times. I was told that the order could not be found even after giving all my information, i asked how it could not be found when i had 2 holds from shoes.Com on my account for days. In the end i was told to place the order again, the pending charges did fall off within a few days so i place the 2nd order on 8/13 & again i see 2 pending charges on my account! i call to ask about the extra hold, to make sure the order was received & to check on shipping information. I was told they were having problems with the manufacture's warehouse therefor it would take longer than normal to ship & receive, but 2 days later (8/16) i magically receive the order sent via ups 2 day! which means they put the blame on Jansen's warehouse & took no responsibility. A week later (8/21) i receive a duplicate order. I check my account & the 2 charges posted to my account! i call & was told time & time again that it was not showing 2 orders nor was it showing 2 charges! i offered to send a paper copy of the charges & was told i could send it to the customer service department for review! i told them i was not sending anything blindly because their track record on finding anything was horrible! finally i asked to speak to a supervisor & 15 minutes later i get an equally incompetent supervisor, after explaining the situation again for the umpteenth time james (supervisor) finds both the 8/8 order (1st order) & (8/13) & his very professional response to me is "i will send you a return label for the extra item & will waive the restocking fee!" i ask "waive? it was all your fault & you think you're going to waive the fee? no you are not waiving anything! you're going to eat it because that was not my fault!" he goes on to explain that is why he is "waiving" the fee. I told him to not think he was doing me a favor by "waiving a fee" this was all their fault & there should be no restocking fee to begin with! i told him i was sending back the package immediately & asked that just as quick as they took my money i wanted it back. James (supervisor) proceeded to tell me it would take 7-10 business days! i was done arguing he had an aura of superiority the whole time & he was just plain rude i still can not understand why the other staff could not find the 1st order?!? he did say there was a typo on the email but even after i gave them all my information they still could not find it & he with all his arrogance found it! i believe if they would have looked a little harder they could have found the 1st order & all this would have been avoided. In the end i received a return label & good old james "waived" the restocking fee! the refund is yet to be processed!

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3:50 pm EDT

Shoes.com / Shoebuy.com buyer beware!!! took forever to get sneakers

Shoes.com did not have complete address on package. Told me it was going to a PO Box and that it would take up to 14 days. UPS ground was used so would have been here quicker. When package finally arrived There was no PO Box. Tried to talk to them to see if we could get something off our order. Gentleman said I can give you 25% of your next order. I said that is the same discount you are showing on line. Not going to order from them again.

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11:53 am EST

Shoes.com / Shoebuy.com walking shoes

I bought a pair of walking shoes, tried them on by walking 20 minutes, they did not fit me well and hurt my feet. I returned them in mint conditions, not a scratch or dirt. Shoes.com did not accept my return. clearly lying about the condition. If you expect to return any product, forget it. Do not shop shoes.com
look at my photos and tell me if the shoes looks new

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pobarjenkins
Minneapolis, US
Nov 27, 2017 11:02 pm EST
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You may want to try selling them on Craigslist or ebay since Shoes.com will not give you a refund. I know it's not ideal, but it would help you recoup some of the money you paid.

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G
7:44 am EDT

Shoes.com / Shoebuy.com unethical behavior

Shoes.com is the most dishonest company I have ever dealt with. When you try and cancel an order, they tell you it's too late but the items don't ship until 5 days later. Then they claim they sent 2 pairs of shoes when only one small box showed up UPS. Then when you send them back they charge a 6.95 per item restocking fee. How do they get away with this scam? Pleased order from Zappos or Amazon. They know how to treat people.

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4:48 pm EDT
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Shoes.com / Shoebuy.com return charges

I ordered 3 pair of shoes. None of them were comfortable. When I went to return them it said there was a $6.95 PER PAIR restocking fee. On their website you had to read the fine print to learn this. Since every other company charges at most one return fee per order, this seems really unfair and inappropriate. I tried calling customer service and they were no help. I asked for a supervisor and they said someone would call me back. I laughed. Needless to say no one called. If I had known this was their policy, I would never have ordered from them.

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7:58 am EDT

Shoes.com / Shoebuy.com These people are terrible!!

I've ordered a pair of shoes and when my order was already placed I found out I did a mistake and picked the wrong size. I immediately contacted customer service and asked for help. Their rep said that it was already too late for any changes. I contacted them about 5 minutes after I made my order! www.shoes.com representative said that they were not able to help because my order was already in process! Are you kidding me? Only 5 minutes passed!
They refused to help, refused to cancel my order! These people are terrible. I would not recommend them to anyone!

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3:13 am EDT

Shoes.com / Shoebuy.com Avoid these clowns!

This was my worst online shopping experience ever!
Well, I placed an order with www.shoes.com and bought one pair of shoes from them. They took my money the same day but several days later I went online and found out my order wasn't yet shipped. After contacting the customer support service I was told that there was a problem with the vendor and and they asked me to wait a few extra days. About a week later I emailed again and they said my shoes were shipped, BUT it was clearly said on their site that my order was still in process.
I was in contact with them for over a month and all the time heard only lies. And each time their stories were even more ridiculous.
About 1, 5 month later my shoes were finally shipped and when I got them the were too small!
No words can describe how angry I was!
So my advice is to avoid these clowns!

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1:53 pm EST

Shoes.com / Shoebuy.com double charged and they won't respond

First time and last we ever buy from shoes.com. Bought Uggs for my kids as 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. It's been 2 weeks and I've NEVER heard back from them. I should have done my homework before ordering from this company because there are countless horrible reviews about them out there...STEER CLEAR OF SHOES.COM!

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11:21 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Shoes.com / Shoebuy.com shipped wrong item and no exchange!!

I ordered a pair of shoes a week ago. Received them yesterday and found they shipped the wrong item. I cannot find any phone number on their website, so I contacted customer service through e-mail. I was told they do not provide exchange. I have to print the label, return the wrong one to an ups location and replace new order. Apparently all the time I have spent on SHOES.COM was wasted for nothing! And what's more disappointing is the shoes I want is no longer available! I did ask customer service and wanna they try to find my size. What they replied is go to their website and click ''notidy me if available" ... Not helping at all!

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JKDE
, US
May 03, 2011 2:03 am EDT
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If you paid with a credit card, contact the card company and dispute the charge. Tell them the item that you paid for was not sent to you and the shoe company will not exchange the wrong item for you. Good luck.

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9:00 pm EDT
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Shoes.com / Shoebuy.com I paid for shoes and never got them!

I ordered shoes on March 31. I did not receive them and when I looked at the tracking information, it said they had been returned. I called customer service and they said there was nothing they could do! I couldn't place another order for the shoes because they were out of my size. And they said they would NOT reship my shoes to my address (even when I offered to give them another address). The only option they gave me was to check their website every day for the next few weeks to see when they update their inventory and then try to reorder the same pair of shoes. I can't do that! I needed them for an event tomorrow (they should have gotten here 3 days ago). Now I have to pay for overnight shipping on Zappos.com. I will NEVER use shoes.com again!

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A
Angry Purchaser
, US
Dec 20, 2014 10:40 am EST

DO NOT ORDER ANYTHING FROM THIS COMPANY! I ordered two pairs of shoes and received two wrong pairs of shoes. One pair was for a boy and they sent pink. Contacted immediately by e-mail and told to upload photographs so the warehouse can see what they did. E-mailed the photos and no response after daily e-mails. I should have been warned when my bank called me before processing the payment. Be warned.

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6:09 pm EDT
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Shoes.com / Shoebuy.com no refund upon returning shoes

I purchased a pair of reebok ladies fitness shoes in mid December of 2010 for a Christmas gift to my Mother. The shoes were the wrong size so I received return authorization from shoes.com which I completed correctly and paid the shipping to send them back. Expecting a full refund. The refund has still not been processed. Shoes.com has no customer service number to contact. I emailed them the issue, stating I had not received the refund in over 3 credit card billing cycles. I will never use them again, as I believe I was ripped off by Shoes.com. C.Brock, East Windsor, CT

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9:17 pm EST
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Shoes.com / Shoebuy.com Won't send order-took money!

Never, ever order from this company! Ordered $142 worth of shoes. Money immediately taken from Paypal account. Called customer service 13 days later and "Angie" has no idea where my shoes are. But as a consolation she will refund that money to my Paypal account, reorder my shoes at 20% off, and give free 2nd day shipping! Great huh? Three days go by - no shoes! When I call "Tangie" she has no idea where my shoes are. But again they have taken the money out of my account because they didn't credit my Paypal account yet.

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tayjay
Albany, US
Jan 26, 2011 9:47 pm EST
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i have ordered from shoes.com before, and didn't have any problems, but i guess it may just be a fluke for your order. no matter what, it sucks that your shoes are lost.

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1:45 am EST
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Shoes.com / Shoebuy.com Where are my Shoes???

I am telling this story to everyone that I can. I ordered $500 of shoes at shoes.com on 11/29. It is 12/14 and still have not shipped them. They have told me that they have had a computer issue in which they have no visability of orders between 11/25 and 11/29 (yet I received another order that I placed on 11/25 ok albeit a bit late). They charged me WAY before I actually received the product (which is inappropriate) and now when I ask for a refund of the money they refuse. They have lied to me on more than one occassion telling me that the product has been shipped, then that is hasn't (so clearly they are not sure). I have disputed this charge with my credit card but this is no small amount and I am very unhappy with the way that the company has handled this situation. I tried to call them and discuss it with them and they HUNG UP ON ME! I am an auditor and I know when someone is telling me lies and I know that shoes.com is lying big time. Don't waste your time at this company - go somewhere else...

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TSchindler
Coalinga, US
Dec 25, 2010 7:32 am EST

I ordered some boots for my daughter for Christmas. There was no tracking but since I ordered through Amazon it said that the estimated delivery time would be December 17-21. I was charged on my credit card when the item SUPPOSABLY shipped. I finally emailed them on December 23rd. I got a reply on December 24th saying they were sorry for the incovenience but due to popular demand of the shoes that they ran out of stock...so how did they ship shoes that weren't in stock in the first place? Now I have to wait for a refund! And they had the nerve to write in their email that I was lucky because there are so many other shoes to choose from. I wont give them my business again and I hope Amazon takes them off their list of companies to work with.

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PISSED_SHOES.com
San Bernardino, US
Dec 19, 2010 5:38 am EST

THIS COMPANY LIED TO ME TOO! I ordered shoes on 12/5 -10 and there is still no shoes, NO TRACKING ORDER...not even an email confirmation went out when I purchased the shoes! I've talked to 3 reps that have told lies and fake promises...these people are scammers and they have charged my card and I will file a dispute and report them...WORSE CUSTOMER SERVICE EVER!

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12:44 pm EST
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Shoes.com / Shoebuy.com Refund

My experience with the lack of Customer Service at Shoes.com:

Dec 20th-Email from Josh the intern promising "Guaranteed" Shipping by Christmas “for the next 24 hours”!

Dec 21st–Email order confirmation received

Dec 30th –Shoes Arrive-(Too late for Christmas)

Jan 2nd-Shoes Returned

Jan 18th-Your website reflects the retu...rn-(but no email to me to let me know you received it)

Jan 30th-Still- no refund credit for return

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