My first time ordering from Shoebuy/Events. First time ordering Drew shoes too. Normally wear size 9 to 9.5 in PW Minor and Brooks which are the same level quality as Drew shoes.
PROBLEM: ALL OF THE DREW SHOES WERE AT LEAST 1/2 SIZE TOO LONG (I ordered 5 different pairs in size 9). I loved all of the shoes but they were too long.
I planned to return the shoes, like I have before in my other Shoebuy purchases. After searching for the return and refund information I discovered there is a restock fee of $6.95 for each pair of shoes. I researched the site and could not find it stating that a different return policy was in effect for this site. A person could not know that this Shoebuy was an entirely different site from looking at the web pages.
If I had not liked the shoes and was returning them because I didn’t LIKE them, then I feel that the restock fee was a bit high, but I would have paid it. But I was returning them because I had researched Shoebuy/Event and also DREW web sites to determine if the shoes were true to size or ran big/long/narrower/shorter. I found that all the shoes ‘ran true to size’. So I order size 9 which is usually my normal standard shoe size without socks. I was also thinking that since Drew shoes were considered the same quality as the other shoes I buy, that they should run the same. Boy was I surprised. I did not feel that I was at fault and should not pay the restock fee.
As to the restocking fee, I researched the purchase web pages and other related web pages and did not locate any mention of this restocking fee for returned the shoes. This is where a different from normal Shoebuy charge should be displayed and not hidden away from site.
The first time I heard about this Shoebuy/events was from an email which, I assumed, the email address was obtained from Shoebuy. Another reason why I thought that this was basically the same site but just an ‘event’ and not another store.
Since they include the name of 'Shoebuy' in the Shoebuy/Event, you would think that this was an event from Shoebuy and that the policies would be the same as Shoebuy. The Shoebuy policy is "If you are not happy with your order, we are happy to accept a return or an exchange at no cost to you." The Shoebuy name should not be used for this site if it is entirely different from the other site and NOT POSTED CLEARLY UP FRONT AND BEFORE YOU PLACE AN ORDER.
This practice is a form of deceiving the customers and what I would consider customer fraud because it is a hidden fee that is not communicated to the customers and the customers are misled into believing this is a Shoebuy site.
I sent an email three days ago to Shoebuy/Events and received no response. I called Customer Service where they offered to waive the restock fee for part of my order. I declined the offer as I felt it was not my fault and the fee was not clearly communicated before purchase. I requested to speak to another manager. At that point I was TOLD that the partial restocking fee waiving would not be taken away/off the table if I spoke to someone else. Boy is this great customer service or what. With ALL of the Drew shoes being so long and all of the Drew shoes stating that they 'fits true to size', plus my past experience with SHOEBUY... And this is my last time I will be purchasing anything from Shoebuy or Shoebuy/event. Plus I will find every site where web site reviews are posted and post this exact review. All because of a restocking fee of $35. I cannot imagine the number of other customers who were just as surprised as I was on the restocking fee. Usually a person does not pay a restocking fee unless the item is very expensive or large. This is a ‘gotcha’ charge for returning the shoes that you did purchase at a significant saving, but I guess when something is too good to be true, then it is not true. So buyers beware.
As an endnote, I will be calling Shoebuy/Events tomorrow, between 8:00 -5:00 eastern time to visit with a Monique P (the supervisor gave me her last name but could not recall the main person’s last name – I found that interesting.
As I have said, if I had known that Drew shoes ran longer than other quality shoes, I would have ordered the smaller size. If I had seen the restock fee or it had been posted on at least the purchase pages, I would not have order ANY of the SHOES because I was not familiar with how Drew shoes ran in size. I saw ‘ran true to size’ and have purchased other shoes without any problems. This was a very unpleasant experience and I hope this will help other to avoid purchasing anything without knowing about the restock fee per shoe.
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