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Terrible customer service. So I used a groupon, and my first experience went OK, but then it all fell apart. On my second return, the return label didn't show up where it was supposed to, so I had to email them about that. After shipping, I got the UPS notification that my shoes had been received by them, but not a confirmation from them FOR 2 WEEKS AFTER, and only after I called to prompt them. No apology, no explanation, nothing. 3 days later, I received an email from them with my new groupon voucher, for the VALUE of the return ($45.99), rather than the value of the original voucher ($50). I emailed them, and for 7 days, no response. I finally emailed them again, forwarding my original email, and someone got back to me an hour later, basically stating the obvious, that they credited back what the cost of the shoes were. I just emailed to politely have my email forwarded to a supervisor - we'll see how that goes.
Bottom line - once I am done with this company, I am never looking back. I don't understand how a company with such poor customer service and system efficiency can even hold a candle to the likes of zappos and amazon. I only hope I get this resolved before they inevitably go under...
Hi,
My name is Mary and I'm the CS Manager for SHOEBACCA.com. I wanted to offer our apology for all of the trouble you have had. This is not how we want our customers to be treated and I would love to talk to you and see if there is a way we can turn this experience around for you. I looked for emails from customers asking to have it forwarded to a manager and didn't find anything. Can you please call me directly so that we can get these issues resolved for you? Thanks!
Mary
I dont if you still work there not but I have a question
I had a similar issue with Shoebacca. I sent back a pair of Creative Reaction sneakers that I purchased to exchange for a 1/2 size larger. I received a confirmation that they got my return and would exchange my item with 5 business days. The time elapsed so I sent an email. I gave them 3 days to respond and then I went to the Live Chat which was unavailable. The next day I got someone on the Live Chat and she said they were backed up and I should receive the exchange shortly. Her attitude, albeit via the chat, was very non-chalant. After reading numerous complaints, I could see that this is just the normal way that they conduct business. Moreso, I read one comment that suggested that the customer's shoes were fake because of the way the sole was set. I had the same problem, but didn't think that a reputable company would be selling fake shoes! I got an email today letting me know that my exchange was processed. Now I'm afraid that the shoes are fake! Never again...
I on the other hand had no such experience. My computer froze half way thru ordering so I figured it wasn't completed. There was no record of an order in my account so I restarted my order. Once finished it showed I had two orders in my account for the same pair of shoes. So I had to wait for both pairs to arrive to then return the second pair. I had no problems getting my return label, my shoes arrived on time, an the return process went smoothly by tracking the package on when it arrived back at shoebacca. My refund was given promptly after an I found no problems with their customer service. So the whole site isn't messed up but everyone in awhile they can make a mistake just Luke ANY OTHER SITE. From a happy shoebacca site user.
I couldn't remember my password and it said i was sending me a way to reset it but it didn't do it i would like to get it fixed