ComplaintsforShoebacca.com

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought these PUMA sneakers on February 17, 2024 on Amazon. The ad said "Free Returns". I didn't like them and tried to return them. They sent me a return label, but said I had to pay for the postage. This is false advertising and unethical. I tried to chat with Amazon, but after literally an hour, got nowhere.

  Business response

  04/05/2024

  This individual's claim is 100% false. Shoebacca provides any customer a free pre-paid return label for any product eligible for return. Furthermore, the individual states product was purchased from ****** which means they are an ****** user and not a ******************** customer. Thus they are subject to ******'s terms and conditions not Shoebacca. The ****** services seller user agreement strictly prohibits sellers communicating with ****** users outside of the ****** buyer-seller messaging system.  This includes return requests which must be submitted through the ****** return portal which provides users with multiple return options, some at zero cost to the user.  All purchases made through ****** of Shoebacca product are fully processed by ******. This includes order processing, order updates such as tracking, return request processing, refunds. In addition, any ****** user inquiries regarding ****************** products are serviced via **************** By ******.  ****************** does not have any communication with a user who purchased product through ******. Product purchased from Shoebacca.com which is eligible for a return receive free, pre-paid return labels.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Nov 9, 2023 paid 96.95...boots to small..apparently one needs a printer to print a return label, I informed shoebacca of this fact, when I downloaded label their system informs my item is unavailable for return, I requested label request denied Nov 17, 2023

  Customer response

  11/23/2023

  Issue resolved

  Business response

  11/25/2023

  Nov 8, 2023 7:27pm - Customer placed order

  Nov 8, *********** - Automated order confirmation email sent

  Nov 9, 2023 4:22am - Customer contacted customer service via email stating no order confirmation was received.

  Nov 9, 2023 7:39am - **************** responded to customer inquiry and confirmed order.

  Nov 9, 2023 11:12am - Order shipped

  Nov 9. 2023 11:12am - Automated shipping confirmation email sent

  Nov 9, 2023 7:08pm - Automated carrier movement email sent

  Nov 10, 2023 12:33pm - Customer contacted customer service via email inquiring about estimated delivery

  Nov 10, 2023 12:38pm - **************** team responded to customer inquiry and provided tracking information.

  Nov 14, 2023 2:16pm - Customer contacted customer service via phone inquiring about estimated delivery. Customer was assisted via phone and a follow up email with tracking information was sent to the customer.

  Nov 16, 2023 12:37pm - Order delivered

  Nov 16, 2023 3:42pm - Customer contacted customer service via email to return the order

  Nov 16, 2023 3:48pm - **************** responded to customer via email providing return instructions and a link to the return portal so the customer could select their desired refund preferences and receive the return label.

  Nov 16, 2023 4:32pm - Customer requested a return label

  Nov 16, 2023 4:38pm - Customer was again provided with return instructions and a link to the return portal for the return label.

  Nov 16, 2023 6:00pm, 6:04pm, 6:30pm, and 6:32pm - Customer stated they did not have a printer

  Nov 16, 2023 6:02pm - Customer initiated a return in the secure return portal and a return label was created. Label was immediately available for download and printing. 

  Nov 16, 2023 6:02pm - Automated email with return label and instructions sent. This email was opened 5 times and return label was accessed 2 times.

  Nov 16, 2023 10:58pm - Automated delivery confirmation email sent

  Nov 17, 2023 7:37am - **************** replied to customer regarding lack of a printer for return label and provided additional options where the carrier would be able to print the label for the customer at drop off.

  Nov 17, ************ - Customer contacted customer service inquiring how to create a return label.

  Nov 17, 2023 12:05pm - **************** responded to customer inquiry regarding how to create a return label. The return label had been created by the customer the prior day. At this point, the agent provided a customer with the link to the secure return portal where the customer could access their return label.

  Nov 17, 2023 2:33pm - Customer stated they were receiving a message "the order is not available for return" when accessing the return portal.

  Nov 17, 2023 3:00pm - **************** retrieved the return label the customer previously created in the return portal and resent to the customer as an email attachment.

  Nov 17, 2023 3:03pm - Customer stated they did not have a printer.

  Nov 17, 2023 3:06pm - **************** again advised the customer the return label could be printed at the carrier drop off location.

  Nov 20, 2023 5:45pm - Carrier received return

  Nov 21, 2023 2:35pm - Return was delivered to Business

  Nov 22, 2023 11:09pm - Refund issued

  Nov 22, 2023 11:09pm - Automated refund confirmation email sent. This email has been opened 2 times.

  A copy of the transaction history and audit trail timeline are attached.

   

  Customer response

  11/29/2023

  Dispute resolved...I informed you previously...stop the nonsense. Their is no dispute, dispute resolved

  Customer response

  12/04/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased shoes in July. Within a month and after 2 or 3 wears a rip surfaced on the top of the shoe. I immediately contacted Shoebacca and was instructed to return the shoes- which I did- and was told when the shoes were received a refund would be processed. I also purchased another pair in that time. The shoes were returned nearly 8 weeks ago, and I've yet to receive a refund. I'm being told by customer service that there's "no update" on my refund. The lack of responsiveness and delay of the refund is completely unacceptable.

  Business response

  10/31/2023

  Customer purchased product on July 25, 2023. Return product was received on Friday, September 1, 2023. Due to the Labor Day holiday on Monday, September 4 processing of the refund did not occur until the next business day. The refund was processed on Tuesday, September 5. At that time, the customer's financial institution declined the refund transaction for $83.46. Refunds were again attempted on September 6 and September 18. Each transaction was declined by the customer's financial institution. Copies of declined transactions have been provided. As stated in our return policy, refunds are issued to the original form of payment. Since the issuing bank was rejecting the refund transaction, the company further assisted the customer by issuing a physical check for the value of the refund and mailing to the customer. ****************** was going beyond the refund policy to fully resolve the customer's issue but the process is an exception to regular business operations and takes an extended time of 4 - 6 weeks. This delay in refund is the result of the customer's financial institution declining the refund to the original payment method which is beyond the control of Shoebacca. A refund check for this order was issued on October 18 and mailed to the shipping address on the order.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/16 order placed, $144.95 8/17 order cancelled. "refund has been credited" will be processed in 3-5 business days. 8/23 work boots available on site again, replacement order was placed, with coupon, total $130.45 8/25 inquired about initial refund. was advised would be issued 8/25 (beyond company policy of 3-5 days)8/25 - refund not yet processed, and initial order remained cancelled. ****** failed to follow company policy, fraudent. theft. 8/25 Spoke with ****, inquired about status of order, confirmed was in stock and would be shipping Monday 8/28 8/25 2nd order cancelled by shoebacca. "not in stock" (was an hour and a half, if even, after confirmed was in stock) Pending receipt of refund on both orders. Per company site FAQ - "How do I know if an item is in stock?Everything shown on Shoebacca.com is in stock! If you can place an item in your shopping cart, it is in stock and available for purchase."

  Business response

  09/26/2023

  Customer placed order for a low inventory item on 8/15 which was cancelled on 8/17 due to no inventory. Customer placed a second order on 8/22 for a low inventory item. On 8/24 at 1:17pm the customer notified the customer care team via email a refund had not been received. Shoebacca has the expectation all customer emails are answered within 24 hours. On 8/25 at 9:57 am the customer care team responded to the customer via email and confirmed the issue had been resolved and the refund successfully issued. A copy of the refund receipt has been provided. Per the refund receipt from the payment processor, the refund successfully settled with the bank at 9:36am on 8/25. The customer then called ****************** customer care at ******* inquiring about the status of her second order. Customer was advised the order was still in process of fulfillment and we would reach out to the warehouse for an update. At 12:22pm the warehouse responded to the update request notifying the care team the order would be cancelled due to inventory and the customer was immediately notified via email. At 12:28pm the customer contacted the care team by phone asking why her order was cancelled and requesting verification of her refund. The agent verified both refunds were issued and provided the customer with the transaction id of each refunded transaction both verbally and in writing via email. The call lasted 32 minutes. At 1:52pm the customer contacted the care team again stating her bank denied the refund transactions were received. A refund transaction receipt from the payment processor has been provided and verifies the refund for the second order settled with the bank at 12:53pm, which was during the phone call between the customer care team and the customer.  The ****************** website provides customers with stock level warnings for any low inventory item and includes the exactly quantity of the item remaining in stock.  The inventory levels on the website are updated in real time but it is possible for multiple people to have the same item in their cart and checkout within seconds of each other. When this occurs, the orders are fulfilled in the order they were received and the remaining unfulfilled orders are cancelled. Shoebacca strives to never cancel an order which is customers are alerted prior to purchase any time there item selected has an extremely low inventory.

  Customer response

  10/03/2023

  I am rejecting this response because:   as an organization, you should strive to do better. Your website has miss-information that needs to be rectified. Your statement implies that theres live inventory counts available on the site, to which they are not. To have an order canceled multiple times while your site claims That if its in my cart, its mine Not only is that misleading, its outright lying. To sit on my refund for days beyond your own company policy is unacceptable. Amazingly enough I was able to source the shoes through Amazon the same day the order was canceled.  There is something wrong if Amazon is able to source them through you and my order when placed directly through you is canceled multiple times. Do better. maybe even consider apologizing and updating your website. Word of mouth is such a powerful tool, why not take ownership of what has transpired?

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered from their store, missing item , said they issued refund. They hadn't. Waited 10 days, still no refund. Apparently this happened to other people. Will not provide proof of refund either, likely because they never planned to refund in the 1st place. I just want my refund, I re ordered the item missing in good faith. Awful service.

  Business response

  08/28/2023

  Shoebacca takes pride in delivering exceptional customer service to all ******************** customers.  This individual did not purchase from Shoebacca.com but rather purchased items through a third party marketplace.  As such, Shoebacca is bound by the marketplace seller agreement which restricts sellers from direct communication with buyers. The marketplace user agreement can be found at ***********************************************************************************.  The user agreement clearly states "if there's a problem with a purchase covered by **** Money Back Guarantee, buyers can get their money back if an item didn't arrive, is faulty or damaged, or doesn't match the listing. You agree to comply with the policy and permit us to make a final decision on any **** Money Back Guarantee case" as noted in section 13 of the user agreement.

  Per the user agreement, **** makes the final decision on any refund associated with an item not received. This decision is not at the discretion of Shoebacca and Shoebacca does not control the refund process of another company (****). Any direct communication and/or action in this matter by Shoebacca would violate the **** user agreement. ****************** encourages the user to contact the appropriate representative within the marketplace where the purchase was made.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned a product in March. I have not received my refund. I was told it takes 3-5 days. The amount is *****

  Business response

  08/16/2023

  This customer was fully refunded and a confirmation email was sent to the customer. A receipt from the payment processor has been provided reflecting the successful issuance of the refund.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a pair of hiking shoes that didn't fit and I returned them. The original order is #********* and the return ID is ********* I received an email from them acknowledging the return and a refund was to be issued to my credit card on February 27, 2023. As of June 24, 2023, I have not received the $74.15 credited to my credit card. I used Paypal and I am having no luck with them trying to resolve this issue either because it doesn't fall under their categories for disputes. I have called Shoebacca's customer service numerous times and have had no luck resolving this issue. They are pretty much useless. The last call from this past week, they were supposed to take it up with their supervisor and like usual I never heard anything back. I have uploaded a screenshot of the email I received from them stating they were issuing the refund. Thank you for your help in resolving this issue.***************************************

  Customer response

  07/08/2023

  I emailed Shoebacca's customer service that I was totally fed up with their lack of follow through in resolving my issues regarding my refund that led me to file a complaint with the Better Business Bureau.  Well, that finally got their attention!  Within 24 hours a refund was issued to my credit card!  I realize it wasn't a great sum of money but it was the point of it all.

  Thank you for being a driving force in resolving disputes for us consumers.

  Sincerely,

  ***************************************

  Business response

  07/11/2023

  The customer placed an order and returned the product where is was processed in the warehouse and the automated refund triggered. The refund failed the automated process. Investigation revealed there were multiple open payment disputes filed on the transaction by the customer.  Payment disputes can take up to 120 days for resolution depending on the financial institution.  During that time, the transaction is frozen by the financial institution and no refunds can be issued during the review period.  The financial institution completed the dispute process in favor of the business and released the transaction on June 25, 2023. At that time, the business began internal processes to clear the dispute and re-initiate the refund. Due to the holiday, there was a slight delay but the refund was fully issued and settled on July 7, 2023. A copy of the refund receipt from the payment processor has been provided.

  Customer response

  07/12/2023

  I am rejecting this response because:   They are trying to portray themselves in a better light and that I had several open disputes filed with my financial institution.  I filed ONE with my financial institution and that was done May 24, 2023 due to the lack of response from Shoebacca.  I did finally receive my refund quite quickly after I filed the complaint with the Better Business Bureau.  So, it has been resolved, but I just wanted to respond to their statement.

  Thank you,

  ***************************************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm ***************************************************************************************** the hopes people forget or don't feel like dealing with the hassle this has become. I placed an order for two pairs of shoes on 3/11, my credit card was charged on 3/12 for the full order amount ($50.60). By 3/19 I had not received any shipping confirmation and emailed shoebacca to see if they could put a complimentary rush on the order. The only reply I got was that when there is tracking info, they will send it to me. On 3/22, I finally received a shipment, but only one pair of shoes was included. I emailed asking about the missing pair and received this " The requested item: was unfortunately not in-stock and we had to cancel part of the order. Because the shoes never left the warehouse the transaction should only be pending or processing, once an order is canceled the transaction is refunded immediately and your funds should be reflected immediately onto your financial institution." I had already been charged the full amount 10 days prior and had to email them again for the refund. I received a refund on 3/28 for the shoes that never shipped. I also emailed requesting a return label for the 2nd pair of shoes as they didn't fit. I received a return label and sent the 2nd pair of shoes back, arriving at there on 4/10. Emailed about my refund on 4/24, received the following reply on 4/25 "We are reissuing your refund back to your account. We will get this processed right away but there is a transaction time with the banks which means it could take up to five business days for you to see the funds." I waited and checked my credit card account, no refund. Emailed on 5/3 that I STILL had not seen a refund, received the following " I am placing your refund under review for additional information. Once I have an updated status on your refund you will receive an email from us." It is now 5/15 and I've had no refund or email from them. They have had the return for over a month.

  Business response

  06/06/2023

  Customer placed order on 3/11/23. Order was delivered on 3/22 by the carrier. During the checkout process customers are given the opportunity to opt in to notifications regarding their order. By law, the company cannot contact a customer without their permission. Customers who do not opt in for the post purchase notifications are not contacted regarding order updates.  At the time the customer's order shipped one item was no longer available.  Funds from any cancelled item/order are automatically refunded at the time of cancellation. Banking transaction periods can take 3-5 business days for them refunded funds to be available in the customer's account.  The agent mistakenly processed the refund for the full order value.  Since this would have resulted in the customer being refunded for the same item twice, the refund process failed.  On 5/4 made the business aware the refund had not been received as previously intended.  The agent advised the customer the refund would need to be sent for additional review and an update would be provided when available. The issue was identified, resolved, and the refund was issued successfully. Proof of refund has been provided.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 18th I placed an order that resulted in the transaction of $63.55 through my PayPal account. Once I received the item it was not fitting to my liking so I reached out to the company to place a return. They sent me the shipping label and I returned the items at the end of March. After not receiving a refund several weeks later I called the company. They said the funds would have been released the week of April 5th, and that it should show up in my account a few days later. Two more weeks went by and I called them again. This time they said they've escalated my concern to a manager and that I should give it 5 more days. Here we are 6 weeks later and I still have not received a refund. They keep telling me the same thing and giving me a run around. I would like a refund for the items that I returned. That is their policy and they should uphold it. I had already started a dispute for the charge with PayPal when I thought it may have been a scam company after the tracking and shipping information was initially incorrect. Therefore once I received the product PayPal closed the dispute and will not allow me to reopen it now due to not receiving a refund. I'm not sure what else I can do to get my money back. Shoebacca emailed me after my last interaction saying the refund would be there in 3 to 5 days and has still not been refunded. This email from them is attached to this complaint, as well as a screenshot of my recent PayPal interactions which do not include a refund from them in the last month.

  Business response

  05/18/2023

  Customer placed order on March 18. The order was shipped on March 20 and delivered March 23. On March 22 Shoebacca was notified the customer disputed the transaction with their financial institution.  The card holder's financial institution can take up to 90 days to resolve payment disputes. During that time, the payment in question is frozen and no refund can be issued. The business received the customer's return on April 4 which was during the payment dispute period and any attempt to refund the order was blocked.  

  Payment disputes and associated filings contain sensitive information. For security purposes, this information is stored separately from other customer records and access is restricted.  

  On April 11 the customer inquired about a missing refund and the associate (unaware of the payment dispute) advised the refund would be re-issued. The agent attempted to re-issue the refund and again the it failed because of the dispute.  On April 22, customer inquired about the refund and the associate again attempted to reissue the refund which again failed because the payment was still in dispute.  On April 29 customer contacted customer service a third time about the status of the refund.  Due to the number of previous unsuccessful refund attempts the associate escalated the issue for further investigation and was advised the payment was in dispute.  On May 4th the customer again inquired about the status of the refund. The customer was advised the payment was still in dispute. On May 11 the dispute was closed in favor of the business and the associated funds were released. On May 15 the refund was issued successfully. Verification of the refund has been provided.  

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This merchant has had my return for more than 10 days but has not issued my refund for $59.51. Order # **********

  Business response

  05/02/2023

  The company is happy to verify the consumer was refunded in full and a copy of the refund receipt has been provided for confirmation.

  Customer response

  05/02/2023

  I have reviewed the business response and accept this resolution. The refund has finally been received. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩