ComplaintsforCaleres Inc.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  7/02/24 ORDER 005020354911-ORDER PLACED 7/03/24-ORDER SHIPPED 7/05/24-ORDER SHOWS DELIVERED 7/07/24-CONTACTED TO LET THEM KNOW SHIPMENT HAD NOT BEEN RECEIVED(WITH THE ***** COMING WE WERE IN AND OUT PREPARING TO EVACUATE IF NECESSARY)07/10/24- RECEVIED MESSAGE TO DOUBLE CHECK AREAS ADVISED IF SHIPMENT WAS NOT RECCEIVED BY 07/15/24 TO CONTACT THEM AGAIN 7/15/24- CONTACTED FAMOUS FOOTWEAR AGAIN 7/17/24- WAS TOLD THAT THEY WOULD NOT REFUND DUE TO A PREVIOUS SHIPMENT NOT RECEIVED(OVER A YEAR AGO) THAT I NEEDED TO CONTACT THE SHIPPING CARRIER TO FILE A CLAIM 7/17/24-TRIED TO DO CLAIM ONLINE, GOT A MESSAGE THAT ONLY THE COMPANY THAT SHIPPED PACKAGE CAN FILE CLAIM DUE TO IT GOING SMART POST CONTACTED FAMOUS FOOTWEAR AND THEY REFUSE TO FILE A CLAIM, RESHIP TO A BUSINESS ADDRESS SO THAT THE PACKAGE CAN BE SIGNED FOR AND REFUSE TO REFUND

  

  Business response

  07/19/2024

  This customer has been refunded $58.98 for order#************.

  Customer response

  07/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of shoes from Naturalizer a few years ago. I've only worn them a few times and kept them stored in the original box. A few months ago, I wore them and they completely fell apart. I took pictures and filed a complaint to the Naturalizer website. I received an email from the company stating that they couldn't replace the shoes or parts, but they would refund me. I sent the shoes as requested along with a receipt of the shipping cost. I've been in contact with the company via email, at which time they requested the shipping cost receipt again. I sent it again. A few months past with no action on their part. I emailed again inquiring about the status, to which I received a reply stating they can't refund me without a receipt. I explained to them the shoes were purchased years ago in the original email, and sent them the shoes as requested, and was told I would receive a full refund. Now months later they're saying I can't get a refund. I would like Naturalizer to honor their offer, their word, to send me a check for a full refund for the defective shoes.

  

  Business response

  07/15/2024

  Please have customer resend email of receipts in a smaller format for our order analysis team so they can request a good will  check

  *****************************************
  
  REF# ******-000170

  Customer response

  07/15/2024

  Correspondence between the company and myself, in which they stated they would send me a refund.

  Customer response

  07/15/2024

  I have reattached the requested information.

  

  Business response

  07/18/2024

  This customer was refunded in the amount of $80.70 ($65.00 for the shoes and $15.70 for the return shipping costs) on 7/16/2024.  A refund check was requested for this customer on 7/16/2024.

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order Number: ************ Date: June 7th, 2024 I ordered a pair of shoes and a shoe tree. The shoe tree never was shipped and I returned the pair of shoes without being refunded the amount for the shoes. Contacting the company has been difficult with the email on the website not being an active email (gets bounced back as undeliverable).

  

  Business response

  06/25/2024

  Can we please update the customer that we have processed' a refund back to original form of payment. And to allow 2-10 business days to receive it.

  Customer response

  06/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for two pairs of shoes on 5/11/2024 (Order # ************. I recieved one pair however it appeared that the 2nd pair ***************** Sneaker - Porcelain) was backordered but until I contacted them by Email I was not informed. The website said the shoes would be shipping on or about 5/13/2024. I have attempted email and by phone contact and still have not received my order. I wanted to cancel but was told I could not. I have not received these shoes as of today (6-21-2024) but have paid for them in full through Zip App.

  

  Business response

  07/09/2024

  This customer's order#************ for item#********** M : TIA ****************** pre-order item.  On 6/26/2024 this item was determined not to be available and a refund in the amount of $76.72 was processed to the original method of payment (Visa).  The customer's financial institution should have this processed on their end within 2-10 business days from 6/26/2024.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned an order #************ and never got a refund. It has now been delivered back 3 weeks ago. I sent it back using the return label supplied by the seller, ***** #************.I keep getting the run around after calling and waiting on hold for an hour.

  

  Business response

  06/21/2024

  Customer was refunded back to the original form of payment.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction 6/8/2024. Store # ****. Associate # ******. ***** became confrontational regarding my attitude. She started screaming at me and calling me names.. At one point she refused to return the shoes and then took a breath and proceeded with her tirade regarding my personality. She told me she was going to do said return and then she didn't do it correctly. She didn't return my shoes but did an even exchange instead. Now I am afraid to go back and get my money back for the shoes I returned incase she is working. Her name tag was too small to see her name clearly, but I think it was ***** or ****.

  

  Business response

  07/08/2024

  Received BBB Complaint ID  ********.
  Issue:
  Date of transaction 6/8/2024. Store # ****. Associate # ******. ***** became confrontational regarding my attitude. She started screaming at me and calling me names.. At one point she refused to return the shoes and then took a breath and proceeded with her tirade regarding my personality. She told me she was going to do said return and then she didn't do it correctly. She didn't return my shoes but did an even exchange instead. Now I am afraid to go back and get my money back for the shoes I returned incase she is working. Her name tag was too small to see her name clearly, but I think it was ***** or ****.
  
  Settlement:
  REFUND
  
  Investigation/Notes
  Amount to refund: 
  $106.19
  Sales Order Payment Method 
  Mastercard - ***4979
  
  
  Response to BBB
  Refunded back to original form of payment.
  And sent over a feedback to DSM of store  

• Initial Complaint

  06/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today June 2nd I walked into Famous footwear in *********** with my husband and our two kids. As we we looking for shoes none of the four employees asked if we needed any help. We were in there for about 10 mins before the store *********************** came from the back asking if I needed any help. I said no I didn't and if I didn't I would let her know . She then proceeded to y lol at me and scream at me that I had an attitude and for me not to speak to her in that way and said if I was gonna continue to have one I could leave . So me and my family left. I was so embarrassed and hurt I had over 200 dollars in out pockets we were nyo stealing and I really didn't need help. So she wanted to call the police and said for us to leave and again we were already walkinh out from the first time she asked and I had to wait for my daughter to put her crocs back because again we were there to buy shoes .

  

  Business response

  06/03/2024

  Received BBB complaint ID *************
  
  Issue: The customer stated the manager was rude and called the police on her and her family and accused them of stealing 
  
  
  
  Settlement: Store credit 
  
  
  ----------------------------------------------------------------------
  Investigation notes/ Resolution:
  I will reach out to the customer to advise i can send a promo code for 20% off her next purchase. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a pair of shoes on 5.12.24 in amount of $44.05 after shipping and tax--I was to have them by 5.17.24--as of 5.24.24 they are still floating around in the shipping world and no one from Famous Footworld will answer my email-call etc!!this is a horrible company!! no good service skills please help me just get my $44.05 back ***************************

  

  Business response

  05/31/2024

  We have refunded the customer $44.05 today 5/31/2023.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into store to purchase some shoes , I was going to at first put half on card and half in cash , the girl messed up and had to void transaction, I told her I would just pay cash for everything , which I did, the store still charged my credit card the half off and are refusing to refund my ***** and my credit card company said they received the 30

  

  Business response

  05/15/2024

  We have issued a Refund Check for the customer.

  Customer response

  05/16/2024

  I have never received a refund and that was a month ago 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two pair of sneakers in the **** line made by this company in mid October of last year, at a major department store while out of state. it was the first time I bought this brand of sneaker. I tried them on very carefully. I typically wear a size 9.5, & even tried the size larger to check, in both ************* were too big. I have no idea the name of the styles as I had to leave the boxes behind, wearing one pair home, the other packed. Since one pair was a dark fall shade, I held off wearing them for several weeks. The pair I had been wearing all along were very comfortable. However, when I got around to putting on the other new pair, I started to notice there was a definite difference. They were not as comfortable. They were actually bothering my feet, pinching a bit and I could only wear a very thin sock when wearing the sneakers. I finally got around to contacting the company through messenger on FB and was told I could send them in to be evaluated for being defective. This took me quite a while to get around to doing this as I had to print out their online form, pack them up, locate my original receipt which I could not find, (I had to actually call the department store and they had to research the sale and email me the receipt and pay $15.00 to ship them to **********. I followed up because they certainly did not reach out to me and to my disappointment, I was told they were not deemed defective. They offered me I think a $20 coupon. No thanks. I'm not buying another pair of this brand ever, or laying money out of my pocket for a new pair or style. why would I after this experience? Of course I did not expect cash. I knew that wasn't going to happen of course but I would have taken a replacement sneaker maybe in the style that is comfortable if that could have been arranged, in another color or something. No, that was never offered. The online chat tells you totally different things than he warehouse by email. they are not on the same page at all.

  

  Business response

  04/04/2024

  This customer reached out to ***************************** regarding our Ryka Devotion Plus 2 shoes in Wisdon Red color size 9.5M that she purchased from Bealls (a different retailer) that she believes were defective.  

  We sent her our Defective Product Return form to have the shoes sent in for an inspection.  Our inspection Team evaluated the shoes and deemed them not defective.  The shoes were then sent back to the customer as not defective.

  No reimburement was sent to this customer as the ********************** were not deemed defective.

   

  Customer response

  04/12/2024

  This is the most horrible stubborn and unprofessional company I have ever had to deal with. 
  First of all m, the incompetent customer service online staff instruct me to return these sneakers to their warehouse in CA at my expense for evaluation, as per their written defective policy, when I find out later that I should not have done so because they would never have deemed the sneakers as  defective.
  So they wasted my time and my money?  Im out $15 in shipping as they finally contacted me after I chased them down, informing me the sneakers were deemed not defective.  
  Then they have the nerve to give me the run around  for weeks waiting for the return of my sneakers which I still did not receive. They offered  me a paltry $25 gift card to be used towards one of their products when I specifically told them I dont want it. Was this supposed to appease me for the $15 I spent on shipping? So in actuality Id end up with a $10 credit to buy their shoes again, or was this meant to replace my lost sneakers which cost me I believe $50? Are they kidding me? I believe now that they lost my shoes. They are avoiding me now and insisted on emailing me an online $25 gift card towards  a purchase that I did not want. There is no one to speak with. No supervisor. They refuse to let me speak with someone. 
  
  *********************************

  Customer response

  04/22/2024

  I finally received my sneakers today after weeks of them holding onto them in their facilities in **. I have a firm belief that if i didn't continue to ****** them and **** them down they had no intention of returning the shoes to me. 

  They offered me a $25 coupon off of their products only which I declined. This was an insult. why would I give them even more money after this experience. This has been one oft the most frustrating difficult companies to deal with.

   

  Customer response

  04/22/2024

  I forgot to add something else:

  As I had already mentioned, they made me waste $15 in shipping for no reason to ship these sneakers to CA when they had no intention of deeming them as defective. 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩