Reply from DreampairsDec 4, 2025
Hello Sarah,
Thank you for letting us know about the issue.
Please accept our deepest and most sincere apologies for the frustrating experience you’ve had with your recent Dream Pairs order—this falls far short of the quality and service we promise to every customer, and we are truly sorry for the stress, inconvenience, and disappointment we’ve caused you.
We take every customer’s feedback seriously, and we’ve carefully read through your concerns to address each one honestly and thoroughly.
Regarding the used shoes you received
Please allow us to explain that our shoes are shipped from our suppliers to the warehouses in brand-new condition.
There may be a possibility that this order was fulfilled by the warehouse incorrectly as part of a previous return and sent accidentally to you.
We will emphasize this to the warehouse and avoid the same things from happening again. At the same time, we also have many orders fulfilled by Amazon, and we will reiterate the importance of this issue to Amazon and take stock of our inventory.
Regarding your communication with our customer service and the refund issue, we want to express our deepest apologies for the confusion, unhelpful responses, and broken promise. We are conducting a thorough check of our customer service records (including email, live chat, and phone logs) but have not yet located the communication thread. Could you please kindly confirm where you contacted us (e.g., our official website, Amazon store, third-party platform chat, or email)? This will help us trace the conversation, identify any miscommunication or staff error, and ensure such a mistake is not repeated.
We also want to clarify a key point: we never require customers to return used shoes. We want to avoid reselling any potentially used items to other customers, and we regret that our team incorrectly asked you to return the shoes twice, forcing you to go out of your way to fix our mistake. We are truly sorry for the extra time and effort you spent.
Additionally, we always put customer satisfaction first. Our commitments and actions have always been consistent. We will verify whether there were any communication errors or mistakes by our customer service team after locating the communication records.
We are relieved to know that you finally received your full refund, but we are deeply sorry that it took a month and multiple follow-ups to resolve—this delay is unacceptable, and we will optimize refund processing to ensure all valid refund requests are handled promptly moving forward.
To make up for the terrible experience you’ve had, we would like to offer you a sincere gesture of goodwill if you are willing to give us a second chance (such as a discount). Even if you choose not to shop with us again, we will still take full responsibility for our mistakes and continue to improve our services.
Best Regards,
Dream Pairs Customer Care Team
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