Reviews

Review Details

• Review fromMimi K

  Date: 04/17/2024

  1 star

  Mimi K

  Date: 04/17/2024

  I bought these shoes and they were too small for me. When I went on the website to check to see if there were other sizes, it was all sold out! I contacted customer service and asked for a refund. Even the return policy states "If the style requested on the exchange is no longer available, we will issue a refund or a Gift Card instead." A lot of back and forth emails with **************** basically repeating the same thing "In this case, you can exchange your order for a different style or a different size if available." How can I exchange for a different size if it's sold out?!?! I don't see another style of shoes I like at the moment. So now I'm stuck with a pair of shoes that don't fit me! They won't give me a gift card for future use so when I do see something I like at a later time I can purchase it. I will never buy shoes from this company again!! Money down the drain!

  Schutz

  Date: 05/28/2024

  Hi, ****! As stipulated in our policy, refunds or gift cards are only issued for exchange requests if the original item has been returned to our warehouse and the replacement is unavailable, also if it's eligible.However, we approved your request for a return based on the delayed response on our end. The refund was processed on April 24th, and the amount was returned to your original payment method. If there is anything else we can do on our end, please do not hesitate to contact us.*****,CS Analyst SCHUTZ TEAM

• Review fromPatricia C

  Date: 04/01/2024

  1 star

  Patricia C

  Date: 04/01/2024

  I live in *** and purchased a pair of shoes which included a $12 sales tax. I'm currently returning the shoes and they will not process a refund of the $12 sales tax, only the value of the shoes. I'm within the delivery time and everything but they said they never refund sales tax in **. This seems entirely illegal to me. How are they making revenue off of something that wasn't actually purchased?

  Schutz

  Date: 05/28/2024

  Hi, ********! We are deeply sorry for this inconvenience. In ********, taxes are completely refunded once the item is returned, and we must honor that policy. We are sorry that you received an unsatisfactory response from the **************** team.However, we noticed your taxes have been refunded on April 2nd. If there is anything else we can do on our end, please do not hesitate to contact us.*****,CS Analyst SCHUTZ TEAM

• Review fromemr

  Date: 03/19/2024

  1 star
  Their website glitched and an order was placed while adding a discount code to see what the final total would be IF I decided to order. Within 3 minutes, I had sent a email asking to cancel the order and an auto-response saying someone will get back to me in 2-4 days. I did received a follow-up email later the same day saying they could refund a portion of the charge, if I let them know how much that would be. I asked AGAIN for them to cancel my order and refund my money. I was told it was too late and they could no longer cancel. I have emails showing dates and timestamps, yet they told me I only had 15 minutes to cancel after order. I tried to do so within 5 minutes and they refuse to acknowledge. DO NOT GIVE THEM YOUR MONEY.

• Review fromKristen M

  Date: 01/04/2024

  1 star

  Kristen M

  Date: 01/04/2024

  I have been trying to return an item for over 3 weeks. There is ZERO customer service. I have emailed several times with no response other than a generic automated response. I have tried to process the return through the website which states "exchange only", yet this was not mentioned during purchase ANYWHERE. This company has completely lost my trust and I will now be contacting my credit card company with all documentation to resolve.

  Schutz

  Date: 05/28/2024

  Hi, *******! We are deeply sorry for this inconvenience. Our records show that you've successfully processed your return. However, we are sorry that you received unsatisfactory assistance from the **************** team. However, we noticed your return has been processed on January 23rd. If there is anything else we can do on our end, please do not hesitate to contact us.*****,**************** Supervisor

• Review fromKatrina H

  Date: 11/27/2023

  1 star
  Horrible customer service! I ordered a pair of shoes online. When I received the order confirmation, it stated that No refunds for this particular style, however, it never referenced exchanges. When I received the shoes they were little tight, so I contacted the customer care department to request an exchange for a larger size (spoke with *****************************). He told me that this style is not eligible for a refund due to them being a final sale item. I explained to him that I do not want a refund, I only need to exchange the shoe for a larger size. He stated that a refund and exchange is the same thing and this shoe is not eligible for either. I then told him that a refund and exchange is not the same thing and my order confirmation states that it is not eligible for a refund, however, it does not state the ineligibility of an exchange. He emailed me a screenshot of a return policy located at the bottom of the advertisement for their black Friday sale which was not legible at all. I asked to speak to a supervisor, he stated that his supervisor would not be in until 1:00 p.m. today. He told me to hold on, then he hung up on me. I called back and ****** answered the phone again. I asked to speak with a supervisor again, and despite him telling me, moments before, that his supervisor would not be in until 1:00 p.m., he transfer me to ***********************. I explained the situation to ***** and she being stating what ****** stated regarding Schutz refund policy. I told her I do not want a refund, I only need to exchange for a larger size. I stated to her that my order confirmation only states No Refunds. She asked me to email her a screenshot of my order confirmation showing that it states only No Refunds. When she received the screenshot, she refused to acknowledge that it only states No Refunds, she just begin stating that she will email a screenshot of the return policy. I then asked to speak to her boss and she stated, "Actually, I don't not have a boss, I am the boss."

• Review fromRoogyne S

  Date: 06/28/2023

  1 star
  Good Morning. I purchased a pair of sandals in-store in my size 8 before this order. After spending time with the sales associate at the Soho location. They informed me that my size would be a universal 8 within the other shoes that I tried that day. So I decided to take my chances on purchasing 2 pairs online in the same size. I had my eye on those specific pairs for some time. But unfortunately due to misinformation both shoes in a size 8 did not fit. Currently, I am just asking to exchange both pairs for the size I truly need which is a size 8.5. I was informed by one of your customer service reps, in which she stated her name was ******, that these are final sale. I also asked to speak to a manager at the time to just resolve the issue. But she refused and also stated that they were all in a meeting and would be unable to help assist me with an exchange. I do not want to stop ordering from this brand due to a size issue. I am just a future customer that would like to know what proper steps are needed to just exchange for my appropriate size.

• Review fromlouise k

  Date: 12/05/2022

  1 star
  Trying to process a legitimate return and company is unresponsive. It's a breach of trust and they need to get in touch with me to explain and facilitate the return. I am appalled that any company in this day and age would behave this way and I'm sorry now that I purchased two pairs of shoes from them.