Bad customer service, would never order here again. Ordered an expensive pair of shoes and after wearing for a couple hours to work, my feet swelled up all over and were bright red on bottom and sides. I emailed and it took 3 days to respond and they won't let me return them. Never heard of a company that won't accept returns when you buy an expensive item and only wore it briefly and they don't fit and hurt and caused bad reaction. Horrible customer service.

I ordered 3 pair of shoes to take to my mother in a nursing home for her to try on to see which fit the best.  We only tried on 2.  One fit well so I packed up the other 2 to send back.  Keep in mind one pair was NEVER TAKEN OUT OF THE BOX.  The other pair she tried on, took a few steps on carpet, and sat back down.  Unforturnately I could not recall which was the pair that were not tried on.  They are telling me that the shoes are not in "unworn condition" and that they have pictures to prove it.  I am awaiting the photos but in the meantime will contact the Better Business Bureau.  Other than some tissue paper being missing from the box I can see nothing amiss with the shoes: no scuffing, no dirt.   These shoes are over $100.  I have never had such a dreadful time with a return.

I placed an order online September 24. It shipped the 26th. On October 15th, i called their customer service line because their website was stating that my order had been delivered two weeks before- in Michigan. I live in Canada. I was assured that all off their orders go through Michigan first, and I would still get mine in time. I was leaving on holidays October 20th, and emailed their customer service on the 19th to again express my concern. Although I received an autoreply stating how important my concerns were to them, and that they would respond within 48 hours, I've never heard back. My order arrived October 24th- too late for my vacation. A month to the day, my order arrives, but never did I receive an apology. I think that disgusts me more than the fact that my order sat in Michigan for two weeks, when I paid so much for shipping! I would NEVER order from them again. 

These guys are worthless. Had forgotten about their lousy custsomer dis-service. DO NOT BUY FROM THESE PEOPLE, they don't understand the service. SIMPLY AWFUL

I ordered a pair of shoes on Aug. 14th and they took more than a week to arrive.  The package looked like it had been thrown around and kicked.  I returned the shoes a couple days later because they didn't fit and more than a week later I got an email saying they'd been rec'd and I get a refund in a week to 10 days.  Still haven't gotten it.  I called tonite to inquire and had to call numerous times to get a customer service rep.  Kept getting a recording saying they were having technical difficulties.  The person on the phone sounded bored, there was a lot of noise as she moved the phone around, and she finally said the refund would be credited in a week.  Or whatever.  I will never order from them again, and I especially will not order from a company that doesn't give tracking nos.  Wish I'd read the reviews from others before I ordered!  I learned the hard way.

The strap on the shoes that we ordered (Orthaheel) tore off in less than 3 weeks and FootSmart refused to exchange or refund.  I wrote to them for a month asking for exchange or refund, and they replied "unfortunately we can not offer exchange / refund, but here is your 15% off coupon".  Very insulting.  Shoes are not ment to last a month and FootSmart did not stand by their own policies.  We will never buy from FootSmart again!

I was able to return my shoes but BEWARE!!!! You do NOT get back what you had paid to buy the shoes and for them to be shipped to you.  They keep the shipping cost of the shoes being delivered to you, they charge you for the shoes to be shipped back to them, and they charge a restocking fee.    I was a little taken aback by the cost of shipping but I really wanted the shoes.  (I have since found out that practically every shoe they sell can be found on other shoe websites and those sites have better shipping deals) I was nervous about my return with FootSmart after reading some other reviews so was relieved they at least "let me" return the shoes but was shocked at how much was taken out for what I paid to them to buy the shoes.  
Will never order from them again. 

Tried to place an order online.  I had been promised 20% off and free shipping.  The total included the shipping , so I called the company.  They refused to work with me, were very rude, refused to let me speak to a supervisor, and hung up on me.  Never again!

Very good - not first time I shopped with them

Terrible experience. I ordered a night splint that was defective--the velcro closures came off. I tried to make it work over several days, but it was just too frustrating. When I sent it back within their 60 day return period, they said it was used too much and did not exchange it for a product that worked. Caveot emptor!!!

I bought some shoes, finding out after I confirmed my purchase that the shipping was outrageous. I phone the next day to cancel my order. The lady told me it would be cancelled and a supervisor may phone me. The next day I get an email that the product ...
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Ordered pair of Keen Catalina shoes in 7.5, using a coupon and got a more reasonable price than original (20%off plus free ship). Took A LONG time to arrive (8 days) then needed to return them for an 8. They wanted me to pay return shipping. I gave my ...
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The wife thinks the shoes are very comfortable.

placed an order online yesterday afternoon, and after receiving the order confirmation email realized that a mistake had been made with a color option.  i was ordering a 3 pack, and thoroughly believe that i chose 3 different colors, but when the ...
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HORRIBLE company. Ordered shoes, took forever to arrive, were size 9 but felt like size 7, sent back as an exchange for a larger size, months later got a refund check and note that the order has been cancelled because it is a back ordered item. Refund check was $21.15 short. Called and they wouldn't budge. NEVER doing business with them again and telling all friends and family not to too.

As already mentioned by other posters, FootSmart has a subjective right to refuse returns. I returned a pair of shoes that I had worn twice, both times for under a minute, on carpeted floor. They were returned to me with a vague, unsigned form that claimed the shoes were not in "unused condition". I had to call to ask what flaw they found. It took two phone calls and over half an hour of my time. They sent a photo, and I still don't see whatever they see. The "scuff" they apparently see could have been caused by movement in shipping. All I know is, I didn't scuff anything and I followed the rules of return. I won't use this company again because I can't be sure they won't send me a "pre-scuffed" pair of shoes that I can't return.

I thought I was getting a good deal ordering sandals in January while they were on sale. I was wrong. First off, they do not provide you with a tracking number for your shipment, which took a long time to receive. The sizes ran small. Out of ...
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First order I've placed with this company. Very satisfied.

The worst experience ever.  I placed an order in early Dec. for a Christmas gift only to find out the items were backordered.  I didn't cancel the order because I thought the items would be in stock by Christmas.  By mid-January I still had heard nothing yet on FootSmart's web page, the same items were available and in stock.  I called customer service to see what the problem was and was told the item number had changed so the order was placed again.  This time I received the socks, but in the wrong size.  The original offer was buy 3, get 1 free, but when I inquired about returning the items for the correct size, I was told that offer was no longer valid and I could only get 3 pair in the correct size.  I didn't have to pay any more money for these socks, but I also didn't get what I ordered.  This company should be investigated thoroughly by the BBB.  So, in two words, Buyer Beware!

Order several items and one (bunion regulator) was for the right foot, whereas I ordered (and their packing list agreed) for the left foot. Footsmart customer service has been horrible (I'm still waiting for the left rgulator). I had to return the right foot one (no problem, mistakes happen), wait till it was received by them (they acknowledged 'received' about 3 days after it was actually received by them), they then took several days after that to send out my correct one, which is suppose to take 7-10 days to get to me. Several WEEKS after my original order. And, to boot, I was charged shipping charge to send the correct item to me! I'm told this shipping charge will be credited in 5 days or so. Far too much trouble to deal with them. I am still waiting for the correct item and credit for the improper shipping charge....what a way to run a company! Good products, poor Customer Service!

I ordered a pair of shoes on December 30th and decided against them
on December 31st.  E-mailed them and was told they would do their best to cancel.  I emailed them 2 more times never hearing anything from them.
On January 12th I get an e-mail saying the shoes have shipped!
Needless to say not happy, their customer service is non existant!

I received boots that had been worn.  When I returned them, they returned them back to me and said that their customer service would not allow worn shoes to be shipped.  I told them that I received them with only partial packaging, but they would not believe me.
So I am now stuck with boots I cannot wear.  I would not recommend this site to anyone!!

Fast delivery, all items were as expected. I have to apologize to Foot Smart. I had written a review previously about slow delivery. Here the order HAD come, but my husband put the box in a room where I never saw it and he never told me it was there. (idiot) . My bad, Foot Smart. Anyway, yes, I would order from them again. 

Not impressed.  Ordered shoes  (Sept. 5th) for my mother-in-law to wear to her grandson's wedding on September 9th.  Was told by customer service person that I would receive order on Wednesday (Sept, 7th). (I agreed to pay overnight ...
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One of the shoes, I was very satisfied with the purchase, the other one, I had to return because it wasn't comfortable. Overall, the quality of the products is great. Thank you.

good

This merchant is one I would and will shop with again

I ordered and purchased through the internet and received my complete order within just a few days.

Easy to order and familiar products Unfortunately, the shoes did not fit, so they were returned. Packaged in the same box with an enclosed mailing label

I had to pay to ship them back. Zappos offers free shipping AND free shipping on returns or exchanges