Shoes.com Customer Service Issues

I recently received my shoes back in the mail, and it appears they were returned due to the damaged box. The shoes themselves are undamaged, which makes me question why they cannot be accepted. I suspect the box got damaged during transit. It's frustrating that I wasn't informed of this issue earlier and only found out upon receiving the package. I have reached out to Shoes.com but have yet to receive a response. The lack of communication and the return of the undamaged shoes are disappointing. Dealing with this company has been challenging. My order number is #[redacted].

My pair of On 50 running shoes ripped at the bottom shoe lace connector. I need to exchange them for a replacement with a different material. I was under the impression that your company assists customers in these situations. I haven't heard back from anyone. I had to drive for an hour in severe weather just to attempt to resolve this issue. I was hoping to receive a refund for the defective shoes. If Shoes.com could send me a voucher for a complimentary pair of On cloud slip ons, that would be appreciated. Now, I have to drive back home in the midst of the same inclement weather.

Today, I waited for 1 hour and 14 minutes to speak to a representative regarding exchanging boots I purchased for my granddaughter. The man who assisted me was kind and patient. Due to an email issue, I didn't have an order number but provided shipping details from UPS emails. The representative identified me using my last name, probable order date, and zip code. I believe I gave him the correct email, phone number, and name. I'm waiting for the return receipt to send back the first pair. I checked my Visa account and found the charge for the correct size boots being sent to my granddaughter in Cambridge, MA. However, I can't log into the Shoes.com website; it keeps saying the information is incorrect. I worry that Shoes.com doesn't have my accurate email address. My contact email is [redacted] I reside in Medford, NJ [redacted]. The original order was delivered to my home address. I seem to be unable to locate my account on Shoes.com.

I am having trouble locating my order number as it is not showing up on my online account. The order was placed over the phone for an exchange. Unfortunately, my recent orders are not visible online, causing frustration as I relied on this information. I need to return a pair of shoes, but the return label was not included in my email. Concerned about exceeding the exchange deadline, I am eager to resolve this swiftly. Following receipt of the shoes, my mother discovered they were too small and needed a larger size. Despite being promised a return label via email, it never arrived. Attempts to reach out via phone have been redirected to email, hindering the assistance I require promptly. I initially had no issues placing the order by phone, but the lack of phone assistance post-order is problematic.

I recently received an email from Shoes.com on March 28, [redacted], notifying me that I had $30 in rewards that needed to be used within 30 days. Despite reaching out on April 2 and April 4 to place an order using my reward, I have received only generic responses about the high volume of requests. Despite wanting to place an order using my $30 credit, I have yet to hear back. I attempted to place the order online but couldn't find where to apply the $30 reward. I would appreciate a call to assist me in placing the order before my reward expires. The current level of customer service is disappointing compared to my past experiences with Shoes.com.

I am reaching out about order #[redacted]76-1. I have tried multiple times to process a return online. Whenever I access the returns site, it indicates there is a problem and that the site is currently unavailable. I have owned these shoes for a while, no longer want them, and do not wish to be charged for them. This is the first time I have encountered difficulties with shoes.com, and it is making me hesitant to make future purchases. I would appreciate guidance on how to proceed.

I have been attempting to reach out to shoes.com for the past three weeks regarding the return of a pair of shoes. Despite multiple emails, I only receive instructions on how to return the item, which do not seem to work as I encounter an error message. When calling, I am either advised of a high call volume and asked to email, leading to disconnections, or forced to endure long wait times with unpleasant hold music before giving up. The item I am trying to return is the Men's Nunn Bush Kore City Walk Lace To Toe Oxford from order # [redacted]21-1, with a total cost of $53.92 to be billed to my VISA upon shipment. The shipping address is Lawrence Cushman at [redacted] Babble Creek Ln, O Fallon, MO [redacted].

I need to return a pair of sneakers without a packing slip or invoice. I usually speak with someone when ordering from shoes.com but can only email now. I am disappointed with the $8.50 restocking fee as it feels like a way to make up for free shipping. Please provide a return label for the sneakers. If I am charged the restocking fee, I will take my business elsewhere. Thank you. - B. Mandel

I have been attempting to return two pairs of shoes due to receiving the wrong size. I initially ordered size 11 but was sent size 7 1/2. Despite multiple attempts, I have been unable to generate a return label as the site is not completing the process. I have tried contacting customer service by phone using the provided number, but after speaking with someone briefly, the call is disconnected and I am advised to visit the website again. My order number is SH[redacted]2. I urgently need a return label to send back the incorrect shoes. Any assistance in resolving this matter is greatly appreciated.

Subject: Inquiry About June 5, [redacted] Shoes Order Dear Concerned Party, I, Emma L. Cross, am writing to follow up on my recent order of two pairs of sandals placed on June 5, [redacted], with an expected delivery window of 3-5 days. Despite making a payment of $[redacted].91 through PayPal, I have not yet received any confirmation or updates on the status of my order from your end. The transaction details on PayPal are as follows: - Transaction ID: 7WR57741T[redacted]H - Seller: Shoebuy.com Inc. - Invoice ID: SH[redacted]5 - Purchase Amount: $[redacted].91 I kindly request your prompt response to this email and would appreciate information on the progress of my order. You can also reach me at [redacted]. I hope to receive my items by Saturday, June 12, in time for my upcoming vacation starting on June 14, [redacted]. Thank you for your immediate attention to this matter. Best regards, Emma L. Cross

I purchased a pair of shoes from Shoes.com, formerly known as Shoebuy.com, on 5/21/21 but had to return them as they didn't fit. I used the provided UPS label for the free return on 5/31/21, but on checking online, I couldn't see any update on the shoes' arrival. The UPS tracking indicated a delay and when I contacted UPS, they suggested the package might be lost. Unfortunately, initiating an investigation with UPS required the account holder's action. When attempting to address this with Shoes.com over the phone, the automated message redirected me to email them. I promptly received an automated reply assuring a response within 72 hours, but it's now been five days without any communication. I feel that resolving the missing return falls under Shoes.com's responsibility, yet I'm stuck without a way to reach them.

I placed an order on July 8, [redacted], and received an email today (7/22/[redacted]) confirming that the order is now being shipped. After contacting shoes.com customer service twice due to no updates since the initial order (still showing "Pending"), I received only automated responses that did not address my concerns. Despite my eagerness for the shoes, the delay in shipment has left me dissatisfied with the customer service experience. I am requesting a reasonable discount considering the prolonged processing time and the lack of effective communication from customer support. Thank you for your attention to this matter and I look forward to your response.

I have sent my shoe order details twice in the last month to address the issue, but I have not received any response. I bought a pair of expensive shoes that were not made correctly; they are sewn from the outside, causing discomfort on the inside and hurting my last three toes. I can only wear them for 3-4 hours before needing a break for three days. I work long hours standing, and these shoes were meant to support me for 10 hours a day. Considering switching back to Zappos for their excellent service. Hopefully, someone can prompt action from 'shoes.com' quickly! If I don't hear back soon, I will leave negative reviews. Thank you.

I did not receive my shoes as I mistakenly wrote the wrong delivery address number. I should have written [redacted] instead of [redacted]. Despite following SHOES.COM's instructions to contact UPS and file a change of address, the shipment was still sent to [redacted] and ultimately returned to SHOES.com. I am disappointed as these shoes were for a wedding. I am considering requesting a refund and reordering at a higher price. I attempted to contact customer service but have not been successful in reaching a representative. I am feeling frustrated with the situation and may share my experience on social media. Can someone assist me with this issue? Order Number: SH[redacted]5 Order Date: Sep 27, [redacted] Address: Brad Bettis [redacted] Northshore Dr Hot Springs, AR [redacted] [redacted] [redacted]

I haven't received order SH[redacted]0 placed on 11/22/21. I didn't get an email with tracking details. Upon checking my shoes.com account, it shows the order is in transit. The credit card has been charged, but I can't track my order. I ordered multiple pairs of shoes and got a credit for one pair that was out of stock.

I received two pairs of shoes in two separate boxes from one order. I need to return both pairs, but there were no invoices or paperwork included. I require return labels and instructions for sending them back. Unfortunately, I can't receive email labels currently due to a printer issue. I'm uncertain how long it will take to resolve. Could you please send the labels by regular mail instead? My order numbers are #S954138 and S954161. This is the only option available to me at the moment.

I recently purchased a pair of sneakers from shoes.com, but unfortunately, they were the wrong size. Following their return instructions, I sent the shoes back for an exchange on November 21st. I tracked the package and confirmed that it was received by the company. Despite this, I have not received any updates from shoes.com since then. I attempted to contact them via their toll-free number with no success, and I also sent an email back in November which went unanswered. I am feeling quite frustrated with the lack of communication and unsure of what steps to take next. Any suggestions or advice would be greatly appreciated.