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Beware of FootSmart return policy... The return may come back to you
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I recently returned a pair of shoes to FootSmart, within the allowed 60 day time period for returns. I had tried the shoes on 3 times, wearing them for 5-10 minutes each time and only in the house. When I packed them up to return them to FootSmart, I made sure to include all of the original packing and product materials. The shoes were returned to me, having not met "one or more of our required FootSmart 60 Day Easy Returns and Exchanges policies." The line "Footwear products not in original unworn conditions" was checked. I called today to speak to Customer Service and was transferred to a supervisor, who assured me that the return was reviewed by more than one person. But he could not tell me what was wrong with the product I returned. The returned shoes were not scuffed, they were not dirty, they were not damaged ... and they were packed with all of the original materials. Yes, I did try them on.

But I have no idea of what was determined to be wrong with the shoes I returned, nor could the supervisor provide this information. He could merely restate that more than one person had looked at the shoes to determine that they were not in the "original unworn condition." This was a totally unsatisfying experience. I will never purchase anything from FootSmart again.
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User Replies:
Skye on 06/08/2009:
You wore them. Regardless of whether you wore them for only 10 minutes or 10 hours, they were worn, and they were able to tell they had been worn. You tried to return them, not in original unworn condition.

When I buy shoes, I expect them to be brand new, not worn for 10 minutes, which I find hard to believe anyway. I don't want someones shoes, that they may have worn to a function, then decided to return them, because they no longer had any use for them.

Rules are rules. Why did you try to return the worn shoes?
LIGIAA on 06/08/2009:
Sometimes people try shoes around the house to see if they are comfortable and they turn out not to be so they return them. Some online companies try to make excuses so that you can't return regardless of the condition. You can't just go assuming that this person is lying. You don't know that.
Skye on 06/08/2009:
Where did I say they were lying?? Something must have showed the shoes had been worn, or why else wouldn't they have not accepted the shoes for return.

This is my opinion, like you have your opinion. That's what this site is all about and for.
jktshff1 on 06/09/2009:
3 time, 5-10 minutes =15-30 minutes of wear time.
Skye is right, I would imagine that the soles of the shoes had markings on them that could not be removed. That's why they have carpeting in shoe stores.
chickieb on 04/09/2011:
I just received my purchase from FootSmart back today. I had sent them back the very same day I got them because they didn't fit. When I received them back, I opened the snapshot they had taken of the soles of my shoes. It showed the shoe bottoms as worn. MINE WERE NOT WORN! I called FootSmart and told them politely that the shoes were not worn, that in fact, I put them on without even walking on the carpet and put them back in the box and sent them back. They told me I was not telling the truth. These people are liars in the first degree! I told them I was going to send the shoes back to them and the woman on the phone said, "we will only send them back to you". No online company has ever done this to me, ever! I will never stop telling people about them and I told them that. They took a snapshot of someone else's shoes, not mine. I'm giving the shoes to charity but will never stop telling people what crooks they are.
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