• Initial Complaint

  09/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #: ************ | Order date: Sep 5, 2021 Order Total: $127.60 I ordered 2 pair of shoes on the above date for the above amount. I have emailed and asked where the shoes are and received no response. I also emailed twice after that and recieved no reponse. I want a refund. Shoes delivery is taking more than 3 weeks to arrive from one side of CT to the other. They are now somewhere in Massachusetts according to the tracking number and have been there for days. Refund, now. Do not call me. Email only.

  

  Business response

  09/28/2021

  Customer emailed us on 9/20/2021, 9/21/2021, and 9/22/2022 in regards to the tracking for their recent order. We were able to respond on 9/24/2021 asking to allow up to 15 business days for delivery. We were recently made aware of the huge delay with Fedex and packages are taking longer to arrive to our customers. We checked the tracking today and the package was delivered to the customer on 9/24/2021. 

  Customer response

  09/28/2021

  Better Business Bureau:
  

  Thank you bbb for your help. I don't understand why i have to make a complaint with you before they answer. 
  
  

• Initial Complaint

  09/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered four pairs of shoes on the famous footwear website on September 11, 2021. Shortly after ordering I received a notification that they had shipped. Three of the pairs should have been at my home last week. All three are showing pending with FedEx. Another pair is scheduled to be here tomorrow but FedEx has been marking them "in transit" every day at the same facility in Troutdale Oregon for about a week. It is apparent the items are lost in the mail. Famous Footwear is refusing to refund my money or send new items. We had an agreement when I made the purchase and they are not holding up their end of the bargain.

  

  Business response

  09/22/2021

  Customer called our consumer care department on 9/20/2021 in regards to not receiving their order. Due to the huge Fedex delay we advised that packages are arriving at 15 bushiness days or sooner if the tracking states "pending". Our company was just made aware of this delay late last week. For the inconvenience we offered the customer a discount but the customer declined. Customer stated they they will file a complaint with BBB and asked to speak to a supervisor. A supervisor was available and joined the call. The customer was advised the same information about allowing the timeframe and a bigger discount was offered by the supervisor. The customer accepted. In addition the supervisor also provided a 20% off and free shipping on a future order due to Fedex delay in shipping.

  Customer response

  09/23/2021

  Complaint: ********
  
  
  I am rejecting this response because:
  
  I was not given the option for refund. I asked repeatedly and was told that I was unable to get a refund and given conflicting dates on when I could ask for a return/refund. The packages are still pending with FedEx and show no delivery date. I would like a full refund. I declined the discount because I cannot count on your company to deliver goods and will not loan you any more money for services not rendered. They offered me a partial refund and I took that because they refused to give me the full amount until 15 days after the order or 20 days depending on who I spoke with. Both of your representatives we're unhelpful and condescending. I waited 40 minutes to speak with someone who refused to even contact FedEx to put a trace on the three packages they seem to have lost.
  
  PLEASE refund my money so I can stop dealing with your company.
  
  
  
  
  Sincerely,
  
  
  ******* ****

  

  Business response

  09/28/2021

  Customer called the consumer care department on 9/25/2021 and asked for the refund again. The agent did inform the customer the same information that they will have to wait the 15 business days before a refund can be offered. Customer called back on the 10th business day. The agent spoke to a supervisor and the supervisor approved an early refund that day. 
  
  

  Customer response

  09/28/2021

  Better Business Bureau:
  
  I accept the response. The business did not do anything I was still forced to work in order to get my money back. But I did end up getting a refund. Just to be clear the shoes have not shown up, the original agent told me to call back on 9/25 to get a refund. So no one did anything special for me. The company should still receive a negative mark for this experience. Since I have gotten a refund I have not had financial loss over their ineptitude. I now have the knowledge to avoid the company altogether.
  
  Thank you,
  ******* ****

• Initial Complaint

  09/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I noticed that I was being charged both HST and PST when being checked out online on the Canadian Naturalizer website. I reached out to customer service and asked for clarification. I was told that it is standard to be charged for both HST and PST, even though I pointed out that PST is included in the HST. They indicated that my issue was resolved. I have included the email chain between customer service and myself, as well as a screenshot of what the price breakdown looks like with the indicated HST and PST - not for my order, but just as an example. I am concerned that others are also over-paying. Especially with a hidden fee within expected taxes.

  

  Business response

  09/21/2021

  Customer is correct in how the taxes should be displayed. The amount is correct but is being split and displayed improperly. Currently the issue is being looked into and should be corrected soon

• Initial Complaint

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 5,2021 I ordered a pair of shoes at the Famous Footwear location in Midlothian, TX. They were to be delivered to my house. The total cost with tax was $86.58. On August 10, 2021, I received an email stating that the order could not be filled and my card would be credited in the amount of $86.58. When I did not receive a credit I called customer service the following week and was told that they could not credit a debit card and would be issuing a check. I was told it would take 3 weeks to receive a check. After not receiving a check after waiting 3 weeks I contacted them again and was told that the check had been mailed. It has now been 5 weeks since the email notification that the order could not be filled and I still have not received a refund. I want them to refund the money they charged me for an order that they cannot fill. The order number is ***********************

  

  Business response

  09/16/2021

  Customer reached out to us on 8/16/2021 in regards to a refund for an order that was no longer available. The agent advised that the customer that they will be getting a refund check and to allow 2-3 weeks to receive. Customer later called back on 9/2/2021 to check on status and was advised it was mailed out. 
  
  We emailed the customer stating that we will issue another refund check since the first one was not received and we also offered another refund alternative. 

  Customer response

  09/17/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  I do not consider this issue resolved until I actually receive a refund. Famous Footwear obviously have serious issues processing refunds. They had no problem charging my card. I am not only out that money but I had to purchase another pair of shoes because these were her school shoes. This will be considered resolved when they do the right thing 
  
  Sincerely,
  
  ***** ********

  

  Business response

  09/17/2021

  Customer emailed us back on 9/17/2021. Customer declined the alternative refund option and would like another check for the sent for refund. We created a ticket so that we can have another check processed for the customer to mail out. 

  Customer response

  09/18/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  Although another check is being issued it is still estimated to take another 3-5 weeks.  I want a check number and tracking number once the check is mailed. I don’t trust that a check will be sent. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My twelve year old grand daughter entered into a local famous footwear to hopefully purchase a pair of Converse Hi-top Chuck Taylor All Star shoes for her very first day of junior high school. Unfortunately, the item was not available in her size, actually there were no Converse shoes for women in any sizes that day with the exception of the display shoes. The nice shoe sales lady working that day suggested my grand daughter order the shoes online, and she could even have them sent directly to our home in as little as four days, that was on 8/30/2021. While standing at the checkstand my grand daughter happen to notice a poster of some different Converse shoes and inquired to their availability of in store stock, again not available but by goodness,the nice clerk most definitely agreed that indeed this Converse Hi-top Allstars lugged shoes would look so much better, same rule applied, she could order them right now and in as little as four days, her shoes would arrive at her home. Not

  

  Business response

  09/11/2021

  On 9/9/2021 customer contacted the consumer care department to check the status of a store order. It was advised that the item was no longer available and that she will be refunded. Anytime a debit or cash transaction is done for a store order a refund check is issued to the customer. The customer was advised that it can take up to 15 business days to receive it (2-3 weeks). Unfortunately we are not able to refund back to a debit card because those are treated as cash. 
  
  We will email the customer in regards to her experience and will offer compensation for the wait. 

  Customer response

  09/14/2021

  Complaint: ********
  
  
  I am rejecting this response because:The policy clearly states for in store purchases the amount of refund will be returned to debit/credit card. My purchase was made in the store.
  
  
  
  
  Sincerely,
  
  
  ****** ****

  Customer response

  09/17/2021

  In reference to claim # ********.

  
  

  This is not acceptable to me,  Famous Footwear canceled my order on September 4th, and now they are stating they have encountered a processing error so it will be another 3 - 5 weeks for my refund that was their fault, not mine. This is totally unacceptable. 

  
  

  
  

  
  

  ---------- Forwarded message ---------
  From: Famous Footwear Customer Service <famousfootwear@mailph.custhelp.com>
  Date: Wed, Sep 15, 2021, 18:20
  Subject: Your Famous Footwear Order ********** [Incident: 210909-001665]
  To: <y****[email protected]>, <y****[email protected]>
  

  
  
  

   

   

   

  Recently you requested assistance from our support center. Below is a summary of your request and our response.

  Subject

  Your Famous Footwear Order **********   Response By Email (****) (09/15/2021 08:20 PM) Dear ******, Thank you for your patience. We apologize for any inconvenience with your recent Famous Footwear Order **********. At this we have found there was a processing error that occurred with your refund check. At this time you will be pleased to know a check in the amount of $76.22 has been requested for you. Please allow 3-5 weeks for your check to arrive in the mail. Your check is being mailed to the address on your order. We have also sent a 20% promotional code. This code is valid for the next 60 days. We hope this information was helpful. **************** If we can be of further assistance, please let us know. Thank you for choosing Famous Footwear. Best regards, **** Response By Email (******) (09/14/2021 09:34 AM) Hello ******, We received a BBB complaint id ******** and we will be more than happy to assist. Please except our apology in regards to your recent experience with us. We see it is in regards to the refund process from your recent store order **********. The item was not available and a refund was processed. For debit and cash transactions the system is set up to create refund checks for these orders and are mailed to the customer. Unfortunately there is no other way to refund since this is a automated process and it has already stated. Debit transactions are treated as cash in our system. We will be more than happy to email you in addition to your refund a $25.00 gift card and 20% coupon and you will be able to use that towards another item while you still wait for your refund check. Please let us know and we will be more than happy to send both to your email. Best regards, ****** Response By Email (******) (09/11/2021 04:40 PM) Hello ******, We received a BBB complaint id ******** and we will be more than happy to assist. Please except our apology in regards to your recent experience with us. We see it is in regards to the refund process from your recent store order **********. The item was not available and a refund was processed. For debit and cash transactions the system is set up to create refund checks for these orders and are mailed to the customer. Unfortunately there is no other way to refund since this is a automated process and it has already stated. Debit transactions are treated as cash in our system. We will be more than happy to email you in addition to your refund a $25.00 gift card and 20% coupon and you will be able to use that towards another item while you still wait for your refund check. Please let us know and we will be more than happy to send both to your email. Best regards, ******

  Question Reference # *************

  Date Created: 09/09/2021 02:43 PM Date Last Updated: 09/15/2021 08:20 PM Status: Resolved

   

  

  Business response

  09/17/2021

  Received a phone call to our consumer care department in regards to the order on 9/14/2021. It was a Famous Footwear store calling on behalf of the customer. They were calling in regards to the customer's refund. We did advise that an email was sent in regards to the status of the refund and how the customer will be refunded. 

  Customer joined called and it was a different customer other than the one on the order. The customer stated that he was the card holder. He was also advised the same information on how debit/cash refunds are handled when an order is cancelled. He did confirm that he saw the email and still wants it back on the card. He mentioned to the agent that our site states that he can go to the store and get a refund back on his debit or credit card. The agent explained that it is correct if returning a product for a refund. The site stated with the merchandise it will be refunded back on the debit or credit card. Since the order was never fulfilled and cancelled due to low inventory it is being processed though our automated system. The agent did advise this multiple times during the call. 
  

  
  

  Customer response

  09/19/2021

  Complaint: ********
  
  
  I am rejecting this response because:
  I do not believe this situation has been resolved to any satisfactory results at all, not to mention the fact that not only was I sold a product that simply was not in their inventory but advised on 9/15 (well after my 8/30 order), that a processing error has occurred and it will be another 3-5 weeks before this company returns my money to my debit card. Seems like a Ponzi Scheme to me.
  
  
  
  Sincerely,
  
  
  ****** ****

• Initial Complaint

  09/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date: 8/17/2021 order# ************ Amount: $ 154.98 The package was not received on 8/19 as stated in Fedex tracking number. i called customer service and the representative who had an attitude told me that it was delivered to USPS but the tracking doesn't show it and hence my package will be received by 9/1. Despite that her saying didn't make any sense, I had no choice but to wait. i called again on 8/31 to report that I am still missing the package but the new representative asked me to call a third time on 9/1 so they can report it as a lost package. It was such a waste of time and disrespect of customers' intelligence. It was my first time to order anything from Famous Footwear and I am very disappointed.

  

  Business response

  09/02/2021

  Responding to BBB complaint #********
  
  customer wanted a refund due to her order not arriving because of issues with shipping
  
  We had to file a lost shipment claim, which takes time to investigate and complete
  
  The customer was refunded $154.98 on 9/2  *********
  
  this is the resolution that the customer desired.
  
  ref ******-******
  
  

  Customer response

  09/03/2021

  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

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered shoes, put through torture to get them picked up for a return. New set ordered by Brian. Wrong size and wrong color. Called back in spoke to Kyle. Said nothing that can be done to cancel or correct. Spoke to Terrance who claimed to be highest level of supervisor. Again nothing can be done. Said even if the wrong address was entered it could not be canceled. Almost two hours on the phone. No help. HORRIBLE business. Will never order from this company again. Need help resolving this issue.

  

  Business response

  08/26/2021

  BBB complaint #: ********
  
  Customer’s Statement of the Problem:
  
  Ordered shoes, put through torture to get them picked up for a return. New set ordered by Brian. Wrong size and wrong color. Called back in spoke to Kyle. Said nothing that can be done to cancel or correct. Spoke to Terrence who claimed to be highest level of supervisor. Again nothing can be done. Said even if the wrong address was entered it could not be canceled. Almost two hours on the phone. No help. HORRIBLE business. Will never order from this company again. Need help resolving this issue.
  
  Response: 
  The customer called in on August 25, 2021 and spoke with our agent 
  regarding an order placed for her mother and stated the shoes were
  a half size too big
  She inquired about how to exchange the order or return it
  The agent advised the customer we can send her a pre paid return label to have the order returned, as we do not offer exchanges online
  The customer then asked if the package can be picked up by Fedex once the new order is delivered
  The agent advised the customer to contact Fedex to schedule a pick up or go to a Fedex drop off location using the return label that he was going to send her
  After the reviewing the call, as all of our calls are recorded for security purposes, we found that the agent did provide the customer all of the correct information regarding our policies and procedures
  the customer did agree to the new order and a different color that was offered by the agent
  The agent offered the option of expedited shipping to the customer in the beginning of the call 
  but placed the new order with standard shipping, by mistake
  The agent did advise to the customer the mistake that was made
  and advised her the standard shipping timeframe can take up to 2 weeks to be received
  the customer stated she would contact her mother to see if that timeframe works for her and if not she would contact us back to have the order cancelled and repurchase through Amazon
  The customer called back, the same day,  to have the order cancelled and was advised by a different the agent that we are not able to make any changes or cancellations to an order once it has been placed
  she then requested to speak with a supervisor
  The customer spoke with a supervisor who offered to have the shoes reshipped out by placing a new order using an internal gift card to avoid the customer having to pay for another order
  but unfortunately the size was unavailable
  After reviewing the call, it appears both agents provided the customer with accurate information and the supervisor attempted to fix the issue by replacing the order on our end, free of cost to the customer
  but the item was not available
  
  In an attempt to resolve this matter, we have sent the customer a $50.00 egift card to her email address at ***********gmail.com.
  

• Initial Complaint

  08/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid 184 00 for my children shoes it was a computer eror the wrong address was put in the buisness at famous footwrar would not let me change address nor did they allow me to cancel my order i want my items delivered to the correct address i will no longer do buisness with famous footwear until they alter there cancelation options

  

  Business response

  08/31/2021

  BBB Complaint ID #: ********
  
  Complaint Involves:
  Delivery Issues
  
  Customer’s Statement of the Problem:
  
  I paid 184 00 for my children shoes it was a computer error the wrong address was put in the business at famous footwear would not let me change address nor did they allow me to cancel my order i want my items delivered to the correct address i will no longer do business with famous footwear until they alter there cancellation options
  
  Investigation Notes/Resolution:
  Customer contacted consumer care on August 25, 2021 via email stating that the computer made an error while she was trying to place her order and entered the incorrect address and she needed it to be changed
  The customer also contacted our consumer care department on August 25, 2021 as her second attempt to cancel the order
  and spoke with one of our agents, who she requested the order to be cancelled or the address to be updated as well
  Our agent correctly informed the customer that once an order has been placed, we are unable to cancel the order or modify it. This also includes editing the shipping address
  After speaking with the agent, a supervisor was then requested to take over the call interaction
  The customer then spoke with a supervisor who also provided the same information that we are unable to cancel or make changes to an order after it has been placed
  We provided the customer with two different resolution options to assist with the technical error that occurred
  We advised the customer to wait our full shipping timeframe of 7-10 business days and to contact us so we can escalate a lost shipment claim, and the customer denied that option
  We also recommended the customer to contact Fed ex once tracking was available to have the package refused so that it can be returned to sender and we would issue a full refund, the customer denied that option as well and stated she wanted the address changed or the order cancelled
  
  In an attempt to solve this issue, as of September 7, 2021, we will escalate the customer's order to our Order Analysis team to file a lost shipment claim and request a full refund

*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. ↩