Returning shoes turned out to be an ordeal, requiring HOURS on hold. It was very frustrating. Now, when I click unsubscribe, I get an error message every time. So I keep getting their ads in my email. I will never use this site again Date of experience: January 17, 2022This company rips people off. A small two inch damage to a shoe box makes customers ineligible for a refund! I Lost $65 to $70 because of miniscule scratch that they claim the merchandise could not be resold. They need to take their business model guidance from Amazon! Pathetic company nearly insolvent and ripping people off to make up the difference.! Date of experience: November 11, 2018I am disputing their claim that the shoes have been worn/used. I only tested them indoors long enough to realize they hurt my feet. When buying in a store, you get to try them on; what does ShoeBuy expect buyers to do? Not try them on? I hardly think the Vionic plaque on the bottom would remain shiny if they had been worn. With all the other choices out there, why use a company that won't back their products? Tip for consumers:Step away from this site! Service Value Shipping Returns Date of experience: October 4, 2015After 14 emails, the customer service for this company is beyond bad. Their personnel either can not read or does not have a grasp of the English language. They kept asking me the same questions, to which I had replied in prior emails. Their only solution to sending me the wrong size, color shoe and an accessory that was used (it was nasty and had obvious signs of being worn and broken) was to offer me a 5% credit. At this point I rather not take their lousy 5% and instead find any site i can post a complain about this company. They can keep their 5%! Tip for consumers:That although I paid for shipping the order was not sent out in the time promised. When it did arrive the entire order was wrong. They do not list a phone number to contact them, only email and they don't answer right away. They discourage you from sending items back by telling you that most items sent back to them get lost in transit and then they only offer you a 5% credit to keep the order that you can not use. Products used:shoes Service Value Shipping Returns Quality Date of experience: September 2, 2022I used to get great discounts and could find any shoes I needed. Now, and maybe it's since Walmart sold their stake in the company, I can't get a good price or good selection. Example: there are three men's styles of Timberland shoes/boots as I write this review. They used to have 20+. Products used:Timberland White Ledge boots, Asics Venture 7 running shoes. Service Value Shipping Quality Date of experience: January 27, 2022I would stay away from ordering shoes from this website strictly because of their return policy. Not only do they give you just 14 days to return your purchase for a full refund vs. a store credit you'll only have 5 days to ship the product back once you receive the return authorization number (which I applied for only two days after receiving my boots). It cost me $24 to ship the boots back. I'll stick with Zappos thank you. Date of experience: December 14, 2020SHOES.COM has the most unjust, worst customer service you could possibly receive. Buyer beware! If you buy from them and the shoes don't fit, they charge a restocking fee unless you buy another pair. So I did buy another pair, sent the first pair back, and they have refused to give me my money back! My son wore them for less than an hour to see if they would work and they were too tight. So they say they are "worn". WORST COMPANY EVER! I'm making this public so share it, folks. They are awful! Date of experience: March 4, 2020It's good bye to Shoebuy - $6.95 restocking fee one each pair of shoes when they are returned! No where on their website is that mentioned until you place your return - false advertising by omission! Bye, bye... Date of experience: March 10, 2016What a duplicitous company to advertise "free shipping and exchanges" only to charge a restocking fee upon return! They can explain it all away as much as they'd like, but I, for one, will use Amazon, Zappos, or any other of the reputable companies who make good customer service a priority rather than trying to eke out an extra $6.95 for each purchase. P.S. "Darren I", the customer service rep, answers everyone's complaints with the same "cut and paste" response. This should give you some idea of the kind of company Shoebuy is! Date of experience: April 30, 2016Zero in the way of customer service. Have been on hold many times for longer than 20 mins (then just hung up) about a problem. They are NOT Zappos, but a cheap imitation. Probably don't have enough employees. Tip for consumers:Try any other place. Service Returns Date of experience: March 30, 2015I have spoken with customer service multiple times about regarding a refund after nearly 3 weeks without resolve. I've learned my lesson here. A good price doesn't stack up if the return policy has no integrity. May pay a little more from Zappos, but they're true to their word on returns or exchanges. Lesson learned. Date of experience: January 22, 2018I 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. Tip for consumers:6.95 for restocking fee Service Value Shipping Returns Quality Date of experience: August 29, 2015So sad to see a once good company go downhill. I've shopped with them for about 15 years and recommended them to so many people. Now their promos never work. 30% off of nothing is what you find out when you get to checkout. I called because this happens all the time lately and the rep admitted the promos didn't apply to most of their merchandise any more. Also admitted there's no way to find out till checkout. After searching reviews I found out about the $6.95 restocking fee (you gotta be kidding me! Shoes not free to return anymore?) and the poor customer service. So glad I didn't place my order. My Zappos shoes arriving tomorrow via free overnight shipping. Next steps: 1) unsubscribe email 2) post more reviews to warn others. Sorry to see you go Shoebuy. You used to be a great company. Date of experience: March 14, 2016I was a regular customer but the restocking fee quietly instituted in August is ridiculous! Yes, you can have free exchanges, but it will take 3 weeks to get the exchange. Who has that kind of time available when purchasing for a special occasion or for kids who have outgrown their shoes?! Each maker has different sizing, so you need to order more than one size. You are then out of luck, because it will cost you too much to send them back to be "restocked". I ended up selling and giving away shoes, rather than pay Shoebuy! No, thank you! I will buy from them no more... there are many, many better options out there - both online and brick and mortar. Good bye forever, Shoebuy! Date of experience: May 1, 2016One star is far too generous. Deceptive, dishonest, untruthful company. Placed an order I tried to cancel right away as the promotional code I received was no good for a brand I chose which was advertised in that promotion - turns out there is no way to know that except after checkout. Order could not be cancelled, nearly $150 was charged to my credit card, and shipped. Would never have placed this order if not for the so-called promotion offered. Upon tracking several days later discovered order had been yanked during shipment and returned to sender, without my being notified. More than 7 weeks and 9 emails later I am still waiting for my refund, getting all sorts of excuses and explanation that refund will be processed in 3-5-7-12 days and blah blah blah. I need some boots for the winter and really cannot afford any until my $150 are returned. Date of experience: December 18, 2017Iv waited 2 months and keep getting told my order either lost and return on its way or we looking into it. Last email was the best was given this long number told to go to my local post office so I thought let me try. The gentlemen at my post office told me he can't track anything with that number. Iv asked to send my shoes via Dhl so I could track it said I would pay but was told no. Wish I had read these reviews. Sad how people can steal our hard worked for cash. You should be ashamed I will now go as far as to get there site shut down due to all these reviews and my personal experience. To many people out of pocket here. Tip for consumers:Don’t shop here Scam Products used:Bought shoes Service Shipping Date of experience: June 11, 2021Ordered two pairs shoes 5/31. My credit card was charged on 6/1. Kept checking their online order status, and it would always say "in transit, tracking pending." Contacted customer service three times over a week and a half, and did not receive any reply except the autoreply. Tried to call the company and could not get through (it hung up as soon as I started "waiting.") The only positive is that they did refund my money, but I didn't know that until I started to dispute the charge, because they never communicated with me. Other than that, worst online shopping experience ever. Date of experience: June 24, 2021I ordered a RED Men's converse high top shoe for a Dr. Who wedding outfit. Shoes.com sent me a child's 1 Pink shoe. Really? Called customer service. Could barely understand the man, just sort of said print return label they we refund you. Oh and you want what you ordered, reorder again. Um no thanks. Never again. No paperwork in box, no order number nothing. Date of experience: August 17, 2017Customer service is terrible. Phone waits are long, when you do get through they lie about shipments and have no apparent knowledge of their stock. I ordered a wallet from them. They shipped the wrong one and I was assured that the next order would be correct. Guess what, same thing again. I emailed customer service 5 days ago and still no response. Stay away from this company. Date of experience: December 12, 2013I have ordered many shoes from Shoebuy.com during the last 10 years. Recently I ordered two pair of sandals because you don't know how a manufacturer's shoe will fit. Neither fit my foot properly. I went online to return the shoes and found a new restocking charge. Clearly they did not communicate this to existing customers when ordering. I looked at the website and it is no clear that only exchanges are free. I am very disappointed in customer service and this new policy. I will not be using them again. Date of experience: April 12, 2016Ordered a pair of Saucony running shoes 6 days ago. Finally received an email that they shipped with a tracking number. When i went to track the package on the UPS website it said the package was delivered 5 months earlier. Called UPS and they said they had no notice to pick up the package. So, then called ShoeBuy customer service twice. Have been holding the line now for over 30 minutes each time. This company is a sham. I am going to cancel my order through my credit card company as I am sure I will never get any credit through ShoeBuy. Wish I had read these reviews first. Date of experience: May 29, 2015The customer service is none existent. Will never shop again. When I spend $50 on baby shoes, I don't expect to babysit the order. Many sites out there with better option, cheaper prices, and good service. Date of experience: January 27, 2015Ordered 2 pair of shoes, and both came the wrong size. Called Customer Service and spoke with someone I could barely understand as she had a very thick accent. I didn't receive shipping labels to return for correct sizes, and asked for express delivery which, I was informed today, could not be done... what a waste of my time and money. The second call to customer service left me on hold for 10 minutes only to come back and inform me of restocking charges? Disgusted and will never use shoebuy.com again. Date of experience: February 9, 2017I guess the 1 star is for their successful website that leads you to believe you are getting a great deal. But should you need to exchange or return, SHOES.COM could care less about the consumers interest. Rather than allowing me a size exchange, they required that I return the wrong size and reorder the new size; rendering me out the $$$ twice.( the shoes were over $100 dollars each) They then refused to accept my return of the first pair and made no effort to rectify my situation; it was my unfortunate problem they told me. I even asked to speak with a supervisor. I guess they are too big a company to care about losing one customer. The best they could do was offer me 30% off my next pair; as if id ever buy from them again. PLUS, the site already offered a 30% off discount code so, thanks for nothing, literally! Shake my head! Shameful!... the consumer discount is discounted service and business ethic. Too many other places to shop! Date of experience: August 20, 2020I ordered limited edition hello kitty doc martens from shoes.com without reading the reviews. Obviously, I was terrified. I'm giving it a 3 star rating because they shipped me my shoes in perfect condition within 4 days of my purchase, but they were the wrong size. This is my own fault because I didn't realize they were in UK sizes rather than US. I followed the instructions on their website to get my return label, but any information I enter leads me to an error message regardless of it being correct. I cannot get my return label so I cannot ship my package back. I tried calling them and I have currently been on hold for TWO HOURS. This site is great if you need shoes fast but god forbid there be any error because you will get stuck with shoes 3 times the size of your feet with no way to return them. Date of experience: March 27, 2020