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Shoes.com Debacle

On October 17, 2010 I placed an order with Shoes.com. I’ve ordered from them sporadically over the years. I’ve never had anything go horribly wrong. That changed with this order. I ordered what was called Sketcher’s Women’s Addicted.

This is what the Shoe looks like on Shoes.com. The link above goes directly to the product.

The shoes in the picture have blue butterflies on the insole, and they have cute little overlay accents.

These were not the shoes I received. The shoes I received had no overlay accents on the top, and the insides were purple vines. They were not what I wanted.

This is a picture of the shoes I received.

This is a picture of the box label.

I called Shoes.com and spoke to their customer service. I spoke to a woman on the phone and I described to her the shoes I received, what the shoes looked like on the website, and the name on the side of the box. The woman on the phone said that ‘sometimes the wrong shoes get put in the right box.’ She said she’d email me a return label and issue me a refund. Because I had paid with PayPal, she said she couldn’t issue me a refund right away. She said I could place another order over the phone to receive the discounted price and free shipping, but I’d have to use a credit card. I complained but I did it anyways.

I printed the return label and mailed the shoes back to Shoes.com. The shoes arrived at their location at 7am on Oct. 29. Incidentally, I received my supposed correct shoes on the same day.

Unfortunately, I opened up my shoes and had the same damn shoes! The same WRONG shoes. So I called Shoes.com up and asked for a manager. While I waited on hold for about 10 minutes, I navigated over to Sketchers.com and found the shoes that were in the picture that I wanted. Instead of being called Addicted, they’re called Dollface.

Once I got the Shoes.com supervisor on the phone I explained my dissastisfaction with her at having to order a pair of shoes not once, but twice, and that even after I spoke to a Shoes.com CSR to make sure I’d get the right pair of shoes the second time, I still had not. I told her that I went to sketchers.com to find what the style of shoes that I wanted were called and let her know that they were called Dollface. I told her I was hesitant to order from Shoes.com again because how did I know that ANY of their images were correct when their CSR and the website had been incorrect and I’d had to go through ordering twice? She apologized and said someone would look into this issue.

She offered me a gift certificate for Shoes.com for this inconvenience, but as of today, I have not received it.

What I did do was decide to place an order with Sketchers.com for the shoes. I looked online and found a 15% off coupon (Code: WW), and got free shipping by signing up for Sketchers VIP club. So I ended up paying the same $44.20 that I’d originally paid on Shoes.com, only this time, I’m hoping I’ll actually get the right shoe and no hassle of two returns.

I’m also STILL waiting for BOTH of my refunds from Shoes.com. I don’t think they’ll be getting my business again any time soon.

Edit: This morning, Oct. 31st, 2010 I received an email that stated:

Recently, you requested personal assistance via email. Below is a summary of your request and our response.

Dear Phyrra,
We apologize for the inconvenience that has occurred with your recent purchases with Shoes.com. Because we value your patronage, we are giving you a personal one-time-use Gift Certificate for $30 off your next Shoes.com order. The Gift Certificate code is XXXXXXXX. Please note that only one gift certificate code may be used per order. If a remaining balance is due, you’ll need to select an additional payment method before you can submit your order.

Now, to be clear, I didn’t email them for ‘personal assistance.’ I called them on the phone twice, as mentioned in my post above. This makes me wonder if they read my blog post. The email was supposed to list a summary of my email request, and that section of the email was blank.

Man it just keeps going!

So today, Nov. 4, 2010:
I get an email from Shoes.com saying that they had credited the amount of the first pair of shoes to my PayPal account.

I log into PayPal.
I see no credit.

I check the email that Shoes.com sent.
I notice it’s lacking a PayPal Refund ID.

PayPal issues a transaction id for the merchant and a transaction id for the seller for every payment that is processed and those 2 ids do not match. PayPal also issues a refund id for every refund processed.
If a seller refunds a buyer, there is a refund ID to give the buyer so that they can see if the refund will come back to them.
Shoes.com didn’t include this refund id.

I sent Shoes.com an email asking:
1. Why did you tell me you credited me back without actually giving me my money back?
2. Why is there no refund id?
3. I’m beyond furious at your company for lying.

I find it ridiculous that they emailed me to say they refunded me when I have yet to receive that refund.

11:35 pm EST – I just received an email from PayPal stating that Shoes.com finally issued my PayPal refund. This means that someone from Shoes.com read the email I sent out earlier and just now actually issued the refund. You get those refund emails from PayPal when you actually send a refund via PayPal. I know this because I’ve done it in PayPal myself at work. Just… wow.

I can’t get over the fact that they sent me an email early this morning saying I’ve been refunded. More than 12 hours later, someone finally logs into PayPal on their end to issue the refund, and only after I send an email complaint.

I wonder how long I’m going to have to wait to get my refund for the 2nd pair of wrong shoes they sent me.

  • From our partners
    • http://www.outinapout.blogspot.com Jessica Allison

      Sounds like someone coded something wrong when they put the listing up, but I almost think it was a purposeful substitution- if it was just a random mistake, why would the shoes be such a similar style…Sketchy….:p

      • Phyrra

        Sketchers makes like 5 or 6 shoes in that style, each with slightly different detailing. I’m a picky person and liked the Dollface detailing. I think it’s awful of Shoes.com to tell me ‘sometimes the wrong shoes get put in the right box,’ and even after I take the time to call up and verify I’ll get the right shoes, they send me the wrong ones, wasting my time.

    • Angie

      This EXACT thing happened to me with them. Twice. Eventually I said fuck it, I’ll do without the shoes! It’s a bummer cause they do have cute shoes. After the 2nd wrong pair received I did get a $10 GC, but whoop-de-do y’know? Too little, too late I felt.

      • Phyrra

        Ug. Yeah, definitely too little too late.

    • sarah

      Yeah, I wouldn’t be ordering from them again. I’ve ordered from Zappos and from Planet Shoes with success but I don’t buy shoes often so I haven’t run into any problems.

      • Phyrra

        I don’t buy shoes too often, and I haven’t had these problems in the past but to me, if I take the time to call up, explain what the website says, what I received and VERIFY that I will receive the correct shoes the 2nd time, I expect that there isn’t a 2nd mistake.

    • http://www.auntiepupule.com/blog/soos.php Soos

      I feel your frustration!

      • Phyrra

        Aww thanks Soos.

    • splattergirl

      bad customer service really, if you are paying you should get what you want.

      the inside of the shoe really wouldn’t bother me tho but the accents are a nice touch which makes these different from an ordinary black pair of shoes.

      • Phyrra

        The accents are what I wanted :) so yeah that’s why I was irritated.

    • http://gardenofshadows.co.cc Porcelaine

      you shouldn’t accept that from them! be persistent and keep trying if you can because you should get what you deserve!

      • Phyrra

        As of this morning, the shoe is still improperly labelled on Shoes.com so no one actually listened to my complaint at the company. I will get what I want from Sketchers, I hope.

    • http://shopmystash.blogspot.com Darcey

      Geez, that really sucks!

      • Phyrra

        Yeah, it’s really annoying.

    • http://nouveaucheap.blogspot.com Gianna

      I am so sorry you had such maddening CS experience. I HATE it when that happens. Whenever I have a horrible CS situation with a company (not just a minor misunderstanding or conflict, but a really bad experience like the one you had) they go on my boycott list and I never, ever order from them again. No matter how good the sale. *hugs*

      • Phyrra

        Yeah, I really do feel like this was just horrible customer service. What really did it for me was the fact that after the first wrong shoe, me calling up, describing the shoe in the picture online to the woman on the phone, and her assuring me I’d get the right one this time, and it happening again. While I’m sure she didn’t personally mean to lie to me, I felt lied to.
        Of course the supervisor telling me they’d look into the problem, even after I told her what the shoe SHOULD be called according to the manufacturer, AND her offering me a gift card but me never receiving it, I felt lied to again.

        I don’t think I’ll be shopping with Shoes.com again any time soon, that’s for sure. I tend to be like you, when it’s really bad, I boycott.

    • http://ladyinatophat.blogspot.com Svelte

      That sounds absolutely horrible. I hope you get your money back soon. The shoes look super cute and comfortable!

      • Phyrra

        Me too. I’m still waiting to be refunded for both the pairs of wrong shoes from Shoes.com. Bleh.

    • http://www.drugstoreandbargainlover.com Stavroula Plag

      That’s some REALLY bad customer service! :/ I hope you’ll get everything sorted out soon! The shoes are cute! :)

      • Phyrra

        Thanks! I like them :) Just waiting for the 2nd refund.