ComplaintsforCaleres Inc.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had been a loyal Allen Edmonds customer for 10 years. Around Thanksgiving, I purchased yet another pair of shoes and a jacket. The jacket was the wrong size and much lower quality than it looked on the website, and was a different color. I kept the jacket unworn and only tried it on to confirm it was ridiculously large. I followed all return instructions, and sent it back. After a week, I was issued no refund. I then tried to call and call - after about 6 hours, I was informed that due to COVID-related company issues, the company is no longer accepting returns notwithstanding any terms and conditions on its website or what it advertises to customers. This is unacceptable and while I don't want to be disrespectful, they should advertise on their website that they are not liable for sending the wrong merchandise and their return policy is fake and "for entertainment purposes only".

  

  Business response

  12/27/2021

  The customer contacted us by email on 12/15/2021. They received an incorrect item from an online order placed on our web site on 11/27/2021. On 12/20/2021, we called the customer back to try and resolve the issue, due to no response, a voicemail was left and a call back from the customer was requested. The customer called our ******************** on 12/21/2021, the agent transferred the call to the manager that had originally requested the call back. During the call, the customer provided us with a tracking number return for the incorrect item, the refund was issued for the incorrect item and an email confirmation was sent. On 12/23/2021, the customer emailed us back in regards to the refund status and stating that no refund was issued. An email representative replied to the email on 12/23/2021 confirming that the refund was completed and it could take up 2-10 business days for the refund to reflect on their original payment method, according to their financial institution procedures.

  Customer response

  12/28/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I was able to rectify the situation after calling. They need to have a better communication with customers. My emails were ignored until I made a big stink about this and this could've all been avoided with better communication whether that be a better computerized system or more active replies.
  
  Regards,
  
  *************************
  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a gift card as a present on November 19, 2020 with Order number PRDAE02020561. I used a promo code which I found online which gave me 50% off of a gift card purchase. I called Allen Edmonds customer service on the date of purchase to make sure that this deal was correct. The customer service agent told me that it was legitimate and it was my "lucky day". (Since this should have been recorded on their end, they probably have a copy of it.) I ordered the card for $1000 and gave it as a present. When it arrived, there was no amount listed on the card. When the recipient tried to use the gift card in October of 2021, only $500 was loaded onto the card. I contacted Allen Edmonds by phone on approximately October 15, 2021. They eventually responded via email and stated that there was a glitch in their system and they were unwilling to provide an additional $500 gift card that was ordered. There was no notification that the order could not be fulfilled or that the amount of the gift card was reduced from what was expected. Not only am I embarrassed after giving the gift but I am upset because they are blaming me for their failure and that they didn't have the decency to tell me about this. I have tried calling several times but customer service only tells me that I will be contacted by email in several business days. Email correspondence remains unsuccessful.

  

  Business response

  12/10/2021

  Customer contacted us by phone on 10/18/2021 due to online order placed which included the purchase of a physical gift card. The customer provided the email confirmation that reflected information of a promo code that granted 50% off discount on the gift card purchase. The order itself on our system only reflects the amount paid for the gift card without the discount. The email and order information were forwarded for review during the call. Customer contacted us by phone again on 10/21/2021, the order review filled originally was still waiting for resolution and the issue was re escalated for review. After review on 10/25/2021, due to the order reflecting only the amount paid for the gift card and no discounts applied, we advised the customer through email that there was a glitch in the system. Since no promotional codes are redeemable on gift cards on our web site and the customer being only charged for the amount on the gift card issued, we would be unable to provide the additional amount on a gift card. The customer replied through email on 10/25/2021 in regards to the delay on our replay and the denial, since they had provided the receipt/order confirmation for the purchase which reflected the discount and requesting the full amount to be issued. We replied to the customer through email on 10/26/2021 advising of the wait time frame of the department that the issue was forwarded to and in regards to the promo code used, since it was provided by a third party and not found on the our company's web site, it would not be honored towards the gift card purchase. The gift card order had been fulfilled based of the amount of what the customer paid on the purchase. The customer replied back on 10/29/2021 through email in regards to the response and how the customer was not responsible by the our systems processing error and the customer had been given incorrect information when they first contacted us and the review was filled, in addition to the embarrassment, since the order was a gift. On 10/29/2021 we did not reply to the email, due to the customer had already been advised that we could not honor a third party promo code towards a gift card purchase. The customer had also reached out to us in 11/19/2020 in regards to this same promo code and it was forwarded to our IT department, brought to our attention as glitch by the customer. After further review, we were able to locate in a different system the order which reflected the discount applied the full amount of the gift card. We will be reaching out to the customer through email offering to issue a new physical gift card to be mailed out for the remaining amount of $500.00 and an additional compensation of $150.00, a total amount of $650.00.  

• Initial Complaint

  11/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 3 pairs of shoes, One was shipped to NJ instead of ID, They see it was shipped to the wrong house and state and signed by someone who doesn't live here. And I am being told I have to wait 3-4 weeks before I can even open a case. I want my money back! Order number, ************. For the Baretraps Women's Maci Bootie Color: Black Size: 11 M MEDIUM Quantity: 1 Only. I won't be back. I will order from amazon that will take care of issues riight away.

  

  Business response

  12/02/2021

  Customer contacted us by phone on 11/24/2021 in regards to one of the items from their online order showing delivered to the incorrect state per the carrier tracking. The customer was advised to contact us back after the full delivery time frame of the shipping method selected on the order, which is 15 business days of when the order was placed to file a lost shipment claim. The customer contacted us back through social media on 11/24/2021, due to not finding the timeframe satisfactory. Our social media representative asked the customer to contact us through a private message for further assistance. An email was sent to the customer on 11/24/2021 offering either reship the item or issue a refund,due to not receiving a private message from the customer. The customer replied to the email on 11/24/2021 requesting a refund, which has been issued in addition to 200 rewards points (equivalent of $10 off for a future order). The customer posted on social media in regards to the actions taken for the resolution, no reply for our social media team, since no action required. 

• Initial Complaint

  11/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On November 13th, 2021, I have purchased a pair of shoes from Famous Footwear for $53.16 and they were shipped through FedEx Ground. I've never received my shoes despite the fact that they're in Elmsford, New York which is not so far from Connecticut. I've been waiting since Tuesday to get my shoes and my patience is wearing thin. I am tired of waiting and I want a refund.

  

  Business response

  11/26/2021

  Customer contacted us on 11/17/2021 by phone in regards to their online order placed on 11/13/2021. Customer was advised package was still in transit and for it to be monitored through the carrier's web site till delivery. The package has been delivered on 11/19/2021 by our carrier within the time frame of 15 business days of the shipping method selected on the order. In attempt to resolve customers concern, we will adjust $10 off the order 

  Customer response

  11/29/2021

  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

  11/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction: 11/12/2021 Time of transaction: 6:50:11 pm Store # **** Associate# ****** Amount of transaction: $113.63 While checking out for our merchandise, associate # ****** asked us if we were reward members. We told her we werent sure if we were and she insisted that we sign up because it was free. Not once did she explain that she was not offering a free rewards membership but was actually selling us a credit card. She advised me to input my info on the key pad and after doing so, a message prompted saying congratulations with verbiage indicating my credit limit and Apr that I had been approved for. When my wife asked the associate why the keypad stated a card had been applied for, she acted surprised and as if she wasnt aware of what just happened. My wife got upset and questioned why the associate failed to explain that she was not offering rewards membership but an actual credit card, she immediately called the manager. The manager basically came over and said that the associate had been only working for famous foot wear for two days and had a lack of training and could not explain why the incident happened because she wasnt there to witness what the associate said. Obviously at this point my wife and I are upset and my wife explained to the manager that the deceptive practice of insinuating customers are being offered rewards cards when in fact they are applying for credit cards was not legal and acceptable. Not once did the associate ask for our identification or again, explain that she was selling us a credit card. The manager directed us to call customer service to take the dispute up with them. I feel that we were taken advantage of and that we were mislead to think that we were simply getting a free rewards membership and instead were unwillingly applying for credit. I expect a reasonable solution to come out of this or I will be contacting an attorney and proceeding with legal action.

  

  Business response

  11/22/2021

  We are forwarding this matter to the store's District Manager for internal investigation and follow up with the store in regards to the customer's in store experience. We were able to locate the purchase and rewards account, which does reflect this customer as credit card holder. We will reach out to the customer through email with the link to delete their rewards account, if that's how they would like to proceed. For further assistance in regards to the credit card itself and its cancellation, we will provide the contact information to ********************** which is the credit card issuer with the proper tools and access to proceed with a resolution. 

• Initial Complaint

  11/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had ordered a gift for my son and it's being sent to the wrong address which I was calling famous footwear south Boston ma and I am getting the run around from All sides and every time I want to go and make a complaint against it and them because they have been very unpleasant and unprofessional and very rude and it's not right because FedEx and Famous footwear are not doing the job correctly and they are lacking in customer service

  

  Business response

  11/19/2021

  The customer contacted our company twice on 11/13/2021 by phone in regards to home delivery order placed in store. The store placed the order for the incorrect address and customer was advised we cannot change a shipping address on the order. The package will still be delivered to the incorrect address. In attempt to resolve customers concern, we will reach out to the customer through email offering to get the item reshipped to the correct address or a check refund, due to the original tender used on the order.

  Customer response

  11/19/2021

  Better Business Bureau:
  I have reviewed the response made by the business in reference to data-gr-id complaint ID ********, and find that this resolution is satisfactory to me I want a proper apology for the stress and disrespectful way I was treated and if I could get my money back
  Sincerely,
  **** *****

• Initial Complaint

  11/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order some boots for my son. I received notification that it was delivered at front door at 1:47pm on 11/6/21. We check the front porch and mailbox. Nothing was there. I called FedEx and they said to call the shipper to file a lost PKG claim. I contacted Famous Footwear and the agent said I have to wait to until 11/18 for a claim to be filed. This is unacceptable.

  

  Business response

  11/12/2021

  Customer placed an order with us on 11/5. Package was marked as delivered on 11/6. The customer contacted us by phone twice on the 11/6. Customer was advised by both phone agents to contact us back after the full delivery time frame of the shipping method selected on the order, which is 15 business days of when the order was placed. After the full delivery time frame has elapsed, we will assist customer with filling a lost shipment claim and open an investigation for resolution, if the package still hasn't been received. This process is required due to possible shipping delays or early miss scan of the package. In attempt to resolve customers concern, we will adjust $20 off the order and costumer will have to contact us back to complete the lost shipment claim process on 11/18. 

• Initial Complaint

  11/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  9/21/2021 Return I sent to famous footwear has not been credited to my ******** **** account. Famous footwear said they cannot send to ******** ****. ******** **** says they do not have any information from famous Footwear. I can't find anyone to help on either end.They are overcharging me $86.81. I just want to pay them off. Famous footwear is terrible to deal with. My bill should be $52.52 not $120.40.

  

  Business response

  11/08/2021

  Customer contacted us by phone on 10/20, the issue was forwarded for further investigation. After review, the customer was advised by email on 10/29 that we are unable to access and provide outgoing reference number in regards to the refund, due to the payment method used being Private Label Card. We asked the customer to contact the card issuer bank for further assistance in regards to balance or transaction inquiries. The refund on our system shows completed and for the correct amount of the charge. Customer contacted us back by phone on 10/29, the issue was forwarded again, after further investigation costumer was provided with the same advice through a reply on the same day. Customer contacted us on 11/1 through email, a reply was sent from our email representative and the issue was forwarded again for further investigation. After review, customer received the same advice as previously through email on 11/4 and costumer informed us they will be filling a dispute claim with their financial institution as advised on a reply through email that same day.

  Customer response

  11/09/2021

  Complaint: ********
  
  I am rejecting this response because:
  they have not put the refund on my card. 
  
  
  Sincerely, ******** *******
  

• Initial Complaint

  11/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order for 2 pairs of shoes on 10/1 with a buy one get one half off special. Order was for over $83.00. One pair of shoes was picked up in the store and the other were to be mailed to my home. According to the tracking # they provided, FedEx delivered the shoes to my house on Sunday 10/3. There was never a delivery to my house that day. I want the shoes that I paid for sent to me. They refuse to send a replacement pair or a refund. I have been checking with their customer service for the last 4 weeks and they keep telling me to wait to see if the package shows up. After the 4 weeks were up they said they had to investigate my claim. Then they said I should contact local law enforcement to file a theft charge. The shoes were not delivered to my house. I am not going to file with law enforcement. Also, so much time has passed, I’m not sure they can do anything. Famous footwear has been telling me to wait this whole time. All I want are the shoes that I ordered. I cannot file anything with FedEx because of the rate that Famous Footwear purchased. They said it has to go through the shipper. Can you help me get a replacement pair?

  

  Business response

  11/04/2021

  The customer contacted us through email on 10/10/2021 in regards to an online order that was marked as delivered, but not received. We replied on 10/12 and advised the customer to allow the full delivery time frame of 15 business days and to contact us back to file a lost shipment claim for further assistance. Customer inquired if we had more information in regards to the delivery, we responded that we do not due to the shipping method chosen on the order. We followed with filling the lost shipment claim, the claim was approved by the department that handles them. Due to a system error, the amount refunded was not correct, customer reached back out and we rectified the issue by refunding customer the full amount. The resolution was still not satisfactory, customer also reached out through social media 8 times, through social media we have sent the customer a $10 gift card offered to honor the same discount on a reorder for the item. The customer also reached out to our CEO through email. We have contacted the customer by phone on 11/03/2021 offering to ship the item being free of charge, the customer accepted and the new order was placed.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased shoes from this company online, I received a delivery confirmation but never received the shoes. I was told they have a contract with fedex that allows them up to 15 business days to deliver a package after the report one was delivered, but not received,then they said it could be up to another 8 business days past that to report it as a lost package, meaning they have my money all this time, and I have no shoes. This is not how companies should treat loyal customers and their hard earned money.

  

  Business response

  11/08/2021

  The customer placed an online order with us, one item of the order was marked as
  delivered and the customer has not received it. Customer contacted us by phone
  twice on 10/14/2021 and was advised to allow the full delivery time frame of 15
  business days to file a lost shipment claim, the claim was filed on the day of
  the call per to customer's request. Our lost shipment department emailed
  customer back advising that we would still have to allow the full delivery time
  frame for the claim to be processed. Customer contacted us back by phone on
  11/02/2021, the claim was filed again. Our lost shipment department approved the
  claim, the refund was issued and emailed customer back in regards to the
  resolution. Due to a system error, there was a discrepancy with the amount of
  refund in comparison to the amount originally paid for. Customer contacted us
  back on 11/04/2021, a supervisor took the call per customer's request and an
  adjustment was issued on the order and the full refund has been issued.

*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. ↩