ComplaintsforShoe Carnival, Inc.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed order online. Immediately noticed I ordered the wrong item. Called to cancel order and was told order was too new in their system and not available to cancel yet and I should try back in a few hours. Called back again after a few hours and was told it was too late to cancel as the order was in process. Item has not shipped. It does not seem like you are able to cancel orders with this company. If order has not shipped I should be able to cancel, especially within 3 hours of placing the order. Their online cancellation policy is dishonest and wholly inaccurate. I want my order cancelled. Order# XXXXXXXXX

  Business response

  01/03/2022

  Business Response We apologize for the confusion on your order. We make every attempt to cancel an order if requested. If the order is not yet in the system, or has already processed past a certain point we are unable to cancel the order. It seems like yours was caught between these 2 scenarios. According to the tracking on your order it was delivered on 12/4/21. If you would like to return the order for a refund, please let us know and we can email a pre-paid return label to the email address on the order. Thank you for your understanding and for being a Shoe Carnival Customer.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I place a order for a pair of boots and a pair of shoe on Saturday I put my card information in and it said check my billing address I didn't want my shoes delivered to my home because people steal my things so I got it delivered to another address which shouldn't be a problem..so I put my information back in and pressed the payment button it still said check the billing address I looked at my phone to check my balance and they doubled charged me but was lying like my payment didn't go threw on the website I honestly need help I'm fed up I need my refund for one of the orders that was 90 dollars I haven't got a tracking number yet nothing has been sent to my email to let me no Yes I did purchase these shoes. it all feel so wrong I desperately need to no what to do from here on out someone please help me sos

  Business response

  01/03/2022

  Business Response We apologize for the issues you had attempting to place an order. We have found 3 failed orders in our system with your information. The first 2 failed the address verification and the authorization holds were reversed (attachments 1 & 2). The third attempt failed for insufficient funds (attachment 3) so there was not an authorization hold to reverse. If you would like the items you were trying to order you would need to place a new order. If doing so, please verify the address information matches what is on file with your financial institution. Thank you for your patience and understanding.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Nov. 16th I ordered a pair of boots for my daughter order number XXXXXXXXX for pick up at **** S **** Street in ********** WI. The next day I went to go pick them up at around 11:37 am the located and the male associate was unable to view my order. He requested the help of ****** who she advised me she is the store manager and my order was canceled, however she did not type any information into her system she just looked at my email and said "oh I canceled that order". I asked her when and she said at 10:00 a.m., I advised her that I have not received an cancellation email or phone call to advise of the cancelled order. I asked for some type of proof of refund due to the cancel order she advised me that she can't give me any information the system does not work like that. ****** then advised me that the item was placed on reserve for an employee and they can hold items for 2 weeks until they get paid. She did not try to troubleshoot the problem or anything, so I requested the corporate office phone number, but she gave me the customer service phone number instead. I called customer service to find out what happened to my order and I was told by two different reps that ****** actually placed my order on back order and reserved the item for someone else. I advised ****** of what I learned that she actually placed my shoes on backorder she denied it, however the system shows that information and that is why I never received an email returning my funds. ****** couldn't provide a reason as to why she would have done this and also explained they did have two pairs of boots to come in, but employees can hold items and they are in the manager's office right now. I eventually called to customer service to cancel my order myself and unfortunately I have to wait to get my funds for an item that is actually in the store but is being held by employee that is waiting on payday (per ******) to purchase them. ****** advised me that this is shoe carnival policy.

  Business response

  12/10/2021

  Business Response I have spoke with our customer service department in regards to the customer issue with in-store pick up order. The order was cancelled. Once an order is cancelled it is placed in back order status automatically until it's actually been cancelled through the system. The hold was released on the 17th and funds available to the customer. I've attached the history provided by customer service. I have sent ***** an email, apologizing for the issue and told him to come in and speak with the manager and we will take care of him on his next purchase. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The fact that it was not cancelled until I cancelled it was the major issue. I spoke to two different representatives that advised me that it was not in fact cancelled but placed on back order but nonetheless why wasn't I notified of this? I didn't get an email of cancellation or order being placed on back order until I requested the item to be cancelled. What is also disturbing is that there is no accountability if in fact that employees can hold items for purchase for 2 weeks until they get paid per your manager ****** then we (customers) should be aware of that. The issue is there were two pair of boots in the store but was held for employees so my item was placed on back order, holding my funds without notifying me is bad business. It appears to me that you are hiding the fact that your employee made a bad decision and placed his/her needs over the customer. As I replied to you before why would I want to patronize your organization if this is your policy? Also per your representatives the funds are refund within 3-5 business days which I understand is normal so unfortunately the funds are not available to me. I never told you I had access to the funds so I guess I am not sure why you would say the funds are available to me. What I think is missing is that whatever the situation of back order or cancellation an email was NEVER sent to notify me of my order. Your assistant store manager ****** didn't even know and couldn't provide me with any proof that my order was cancelled when she said it was cancelled, she didn't even know about how refunds works when I asked m. Because of the lack of knowledge regarding my funds is why I called customer service and that is when I was notified my order was placed on back order so therefore a refund would have not been requested at that time. It is now 11/22/21 and I have yet to receive my funds. The fact I had to do the footwork of finding out what happened to my order and my funds is what you are also missing. Your manager didn't try to trouble shoot the issue she basically brushed me off. Nonetheless, no apologies needed but being accountable is lacking to say the least. Business Response We are truly sorry for your experience in our store. We have coached all associates involved on how to handle a situation like this going forward. See attached documentation from my 1st email, on when the hold was released, you will not actually see a credit to your account, the amount will just go away. Your bank will be the one that takes care of that. Again, sorry for your experience.

• Initial Complaint

  11/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have written this co.plaintiffs three times. It keeps erasing.

  Business response

  11/22/2021

  Business Response We apologize for the issue you have had trying to place an order. We can see several attempted orders. They have all been declined the payment processor. The reason on them is that the address verification has failed. Please see attachments for examples. We have verified that the shipping and billing addresses are the same as the ones entered when attempting to place the orders. Unfortunately, if the information does not match what your financial institution sends back the payment will be declined and the order will not be successful. Thank you for your patience and understanding. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The credit card banks and I have the correct billing address. We have checked with each other several times. Shoe Carnival also have correct address and are submitting it correctly. Their employees state they do not know why the system will not accept my payment. According to banks they are approving the transaction, but each time Shoe Carnival then cancel the transaction. I have spoken to supervisors at Shoe Carnival. They state they are unwilling to investigate the problem, because they are not getting an error message, and therefore do not consider there to be s problem. For me there is in that I cannot purchase the shoes. The bank cannot do anything different because they keep accepting the charge. Shoe Carnival will not offer us any solution except to visit their store 500 miles away, which is unreasonable. Business Response As show in the attachments to the original reply, there is not a match with the address verification on the attempted orders. Unfortunately, since this process relies on address data entered by a customer matching the address information supplied by the customer's financial institution we are not able to impact this part of the ordering process. Thank you for your understanding. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Shoe Carnival response makes no sense. As confirmed in their explanations the billing address is confirmed as being correct and the same by me, by them, and by the bank. And the bank is then reconfirming this in accepting and approving the charge. But business then states the bank is sending them something different. What? Did they leave out the apartment number? I doubt it. The point is the bank is the one paying the charge, and they are saying o.k. The shipping address is not known to the bank because I have never used it before. I suspect this to be the problem. Shoe Carnival setting on online order form seem to be misconstruing info. Before I began to complete shipping info there was a message telling me there was a mistake in address. Before I wrote a word! My complaint against Shoe Carnival is that they will take no responsibility. Bank has requested they take a look at the address information as their software is interpreting it and fix the issue to reflect actual info. They state they will not because they do not recognize a problem. I am very willing to mail them a check if that will work. They can collect the funds, then mail me the shoes! Please. Thank you. Business Response When we send the payment data to the financial institution we only get back a response if the address verifies or not. We do not receive any actual address information and have no way to investigate what the specific error on the address is. At this time Shoe Carnival is not able to accept any orders that are not processed on our site or placed in store. Thank you for your understanding. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The business is offering no solution.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Shoe Carnival has no idea when a pair of my shoes will ship. I called in 3 separate times this evening, waited on hold each time, only to be hung up on all 3 times. The first time a lady was looking up my order and she was arguing with me that what I gave her was not an order number and hung up on me. The next 2 times I waited and as soon as a rep answered my call in queue , they hung up. I want a refund on a pair of shoes I received and I want them to cancel the other shoes and refund me. I cannot get a hold of anyone.

  Business response

  10/20/2021

  Business Response We apologize for the trouble you have had with the booties on your order. They are being shipped direct from one of our vendor partners, who was experiencing technical issues. Unfortunately, our agents do not have access to partner systems to be able to give an estimate of when they would ship. According to tracking they shipped on the 13th. You can follow their progress on the link below. https://www.fedex.com/fedextrack/?trknbr=XXXXXXXXXXXXXXXXXXXXXX&trkqual=XXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXX FXSP We would like to address the issues with agents disconnecting, but we are unable to find any phone contacts (we can see the email contacts) for this order or with the names and phone attached to this order. If you could provide the dates and times you contacted us by phone we will look into this further. Thank you for your patience and for being a Shoe Carnival customer. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)

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