Business Profile

Retail Shoes

Rack Room Shoes

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Rack Room Shoes's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

58 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:08/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My last 3 membership rewards have expired and would like to request reinstatement if at all possible. I have faced financial hardship due to illness and was able to use at the time. Now that my situation has improved I am ready to purchase but would be disappointed to not be able to use the $35 in rewards I had previously available.
Business Response
Date: 08/27/2024
One of our ************* Agents will reach out to the customer.
Customer Answer
Date: 08/27/2024

I am rejecting this response because:

no contact has been made by Rack Room Shoes.
Business Response
Date: 09/04/2024
We've contacted the customer regarding her loyalty account, but we haven't received a response yet. As a Reward member, she earns 1 point for each dollar spent, and 200 points are converted into a $15 reward, valid for 90 days from the issue date. Since her last purchase was on 10/28/22, she currently has no available rewards.
Initial Complaint
Date:08/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I visited Rack Room Shoes in **********,** on Sunday, Aug. 4, 2024. I purchased 2 pairs of Hey Dude shoes one full price one half price. I paid $89.00 for both pairs. As I was finished paying my two teenagers came up with their shoes the clerk working (very kind and professional) said oh if you have more to purchase you can return these Hey Dudes and then rebuy all the shoes together and then I will have spent enough to use my daughters $30 off coupon. I agreed to that and then paid again.. My issue the first charge for $89.00 never got returned to my credit card. Ive contacted customer service for help and the girl just said shed escalate the issue and Ive not heard from anyone nor has the $89 charge fallen off. I dont blame the store or the clerk I think it was an honest mistake but the customer service line for corporate is terrible and all I want is my $89 charge to fall off my card . The store can find my account via my email address as thats connected to my rewards points.
Business Response
Date: 08/08/2024
************* is researching this situation and will reach out to the customer within the next 24 - 48 hours. Internal Case # 1133713
Customer Answer
Date: 08/08/2024

I am rejecting this response because:
The same person that told me yesterday that she couldnt handle my question and had to escalate it is the same person that responded. Now they are saying no refund is owed. That i really owed the amount I paid. At no point should a customer at any establishment be told your total is $145.00 the register say $145.00 but your credit card be charged $237.00. That fraud if you ask me. I have every right to know as a consumer how much I am being charged for something.
Business Response
Date: 08/14/2024
The attachment if our last correspondence with the customer. Internal Case *******
Initial Complaint
Date:08/04/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I placed an order of ******************** for my son's back to school shoes on July 21 to be delivered to ******************************************. My son had a 3 day youth church conference from before 7:30am up to 11:00pm each day that I volunteered for, but the rest of the time I was home. The Crocs never arrived. I waited until July 29th to contact customer service as packages run late. I live chatted with **** who assured me a replacement pair were being shipped, but after several days I never received an email regarding the order or processing or shipment so I reached out again through live chat. Nothing was mentioned regarding the replacement pair, but they said they would ship a pair to the closest store. I will not receive a tracking number, and the time frame for them to arrive is past my son's first day of school. I am in tears as my air conditioning unit just went out, and I have sod worms eating my entire lawn. Both which cost a ton of money I don't have and time I don't have either. I just wanted the first live agent to keep his word and ship them. Now I still have no way to tell if any replacement is shipped, no tracking, and a child with no shoes for his first day of middle school on Thursday and I don't have the money to run out and replace them with everything else I've been hit with financially. Thank you for your time.
Business Response
Date: 08/05/2024
The replacement order ******************* is set to be dispatched today via ***** ground. It is destined for our store in *********, AL to guarantee a secure delivery. Once the shoes have arrived, the store will reach out to you.
Customer Answer
Date: 08/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:07/28/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted rack room shoes multiple times over the past 6 months to tell them someone is committing fraud by using my name and email address to sign up for their rewards program. I know this because every two weeks I get an email from each room shoes asking me to rate shoes I bought. I havent bought shoes from there in many years - and I never will again because I have repeatedly told them about this fraud and they have done nothing. *** asked them to shut down this account and theyve done nothing. Theyre letting the fraud perpetuate and theyre fine with it. As my desired settlement I put -finish the job. Because I want them to shut down this fake account as I have asked them to do! Just do it for the love of god!!!
Business Response
Date: 07/29/2024
We suspect that the email address was entered incorrectly to a loyalty account. We apologize for any trouble this may have caused.
Customer Answer
Date: 07/29/2024

I am rejecting this response because:
Rack Room Shoes has not made any attempt to fix this matter. An apology does not fix the matter. I want my name and email address obliterated from ********* Shoe's database, as I have told them several times. Someone is still using my name and email address within Rack Room Shoe's loyalty program and Rack Room Shoes has refused my request to shut down a fraudulent rewards account. If the account is not shut down, Rack Room Shoes has made no response to resolve the complaint.
Initial Complaint
Date:07/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I am reaching out because I purchased a pair of sneakers for my son on July 5, 2024. My order number is *******************. We had planned to keep the shoe but it appears that his foot has grown and he's unable to wear them now. I visited a local store today and attempted to exchange the sneakers. However, I was informed that the shoes could not be exchanged or returned because my son did not have the box, although the tags are on them. They have not been worn and I have the receipt on my phone. Had I been aware of this policy I would have saved the box.I have been shopping at ********* for quite a while.I am disheartened that Rack Room is forcing me to keep a pair of shoes that my son cannot wear. It appears that this policy only benefits Rack Room. Customers are penalized for not keeping a cardboard box when the product is the shoes not the box. The shoes can easily be resold in the store. If this is a hard and fast rule place it conspicuously on the bag and box. If I have the unworn shoes (tag attached), a receipt, and it's within 30 days there should not be a problem. Are you selling shoes or boxes?I would appreciate someone reaching out to me to resolve this matter.
Business Response
Date: 07/26/2024
We have received an email from the customer. An Agent will reach out to her soon.
Initial Complaint
Date:07/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/13/24, I purchased a size 7 white dress shoe for my daughter at the Rack Room Shoes ***************************** ***************************** *****, *********, **, *****. (This address did not populate so I had to choose another address). I purchased the same shoes a couple months ago in a size 6 for my daughter but she has never worn them. You can look at the shoe and its very evident that they have not been worn, not even once. I asked for a refund on the shoes that have not been worn and the Representative asked for the receipt. I told her I do not have the receipt, but I have the card that I purchased the shoes with. She said, I could not get a refund on the shoes without the receipt. I would like a refund for the size 6 shoes. The transaction information for the shoes I purchased today is.....Store:0791 / Reg:01 / ****:****** / Date: 7/13/24 / Time: 12:56pm EST / Assoc: ******
Business Response
Date: 07/22/2024
One of our Representatives will reach out to the customer. Internal case *******.
Initial Complaint
Date:07/11/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Absolutely the worst shoe buying experience ever. Their online customer service is so incompetent. They should get an award for how to not do anything right. Needed to have 3 pairs of shoes delivered to my home. Only 2 pair made it. Out of the two that made it. One had it's box destroyed in shipping. They ship their shoes in thin baggies. So they can be easily damaged. Another pair was sent to a completely different address. I called customer service 2 different reps told me no worries that they would over night ship a replacement. 100% all lies. They never sent tracking and after having to call and chase down what actually happened they finally send tracking and assured me it was overnight shipping. Obviously they lied and sent it standard. Every time I contacted customer service I get the run around and lies. They truly must not like their customers. They definitely let you know that they dont have any morals or ethics as a business. Asked for a supervisor to contact me, needless to say that never happened either. Was told it's in the que for the last 3 days??? Will be blogging and making some videos to warn others to avoid this company. I am sure I will get the usual smug response that shows how much they hate their customers.
Business Response
Date: 07/19/2024
We cherish our customers and strive to support them with their shopping experiences. It saddens us when packages arrive damaged, and we do replace the items for the customer. While overnight shipping is currently unavailable, customer items are delivered within 2 days. Standard delivery typically takes 5-7 days. We are grateful for the chance the customer has given us to address their issues.
Internal reference: ******* & 1118938.
Customer Answer
Date: 07/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
I also would like to add that the person whom had contacted myself regarding the complaint was very professional and understanding of my situation.
They resolved my issue promptly and respectfully.
Thank you.
Initial Complaint
Date:07/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 22nd 2024 I purchased a pair of White ******* Vans Mens shoes from the store located at *****************************************The first day I wore the shoes was on the following Friday June 28th 2024. I noticed that the stitching that connected the toe to the lace holes was torn on one shoe. I called the store om Sunday June 30th and spoke to a representative and explained the issue. I was told that I needed to come to the store on Monday for an exchange due to a manufacturer defect. The phone call was recorded and saved. I was unable to come to the store on Monday, instead i arrived on Thursday July 4th 2024, I explained to the employees my issue and was told the shoes were worn and could not be exchanged. I then played the phone recording where the Rack Room employee informed me I could exchange them even though they had been worn. I was told no they would not exchange them. This experience has been extremely frustrating and I can not believe that a store would leave its customers without resolution. If this issue can not be resolved amicably I will be forced to take further action as a representative stated the shoes would be replaced and I'm sure a court would uphold that statement.
Business Response
Date: 07/29/2024
We apologize for the delay. The email was overlooked. Our ************* team will reach out to the customer. Internal case# *******.
Initial Complaint
Date:07/01/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered my daughter's school shoes from Rack Room Shoes. I bought three pairs. They delivered them but did not put them inside the fence. Order#************. Order#************ was place inside the fence. Order ending 1840 was stolen . I called Fed X and was told to contact the shipper. I have filed complaints with the copay and have talked with there customer care. With that being said I have gotten no response nor refund. I am a single mom of 3 and money is very tight right now. I had to get a loan to even get my kids what they need for school. For this company and FED X to blow me is sad. $118 may not seem like much but in my case it is !!!
Business Response
Date: 07/09/2024
Internal case# *******. The items were replaced and delivered to the customer on 7/3/24.

Dear ********,

Thank you for shopping with Rack Room Shoes.

We are sorry to hear that you did not receive two items from your order. We have reshipped the two missing items to the correct address. Your new order number is *******************. Your ***** tracking number is ************ and ************. Both items are out for delivery today.

*****************************************************************************************

*****************************************************************************************

We've also added a $15 reward to your rewards account, to assist you with your next purchase. This reward is good for up to one year starting from today.

If we can be of further assistance, please feel free to contact us via chat, Email or by phone at **************.

Thank you for shopping with Rack Room Shoes!

Sincerely,
Escalations Dept.
Initial Complaint
Date:06/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered online from Rackroom Shoes and the shoes did not fit so I returned them in the store. Initially, the return from the store did not refund me the shipping amount so I contacted customer service asking to clarify if this was refundable. The representative said my return will be reviewed for a full refund. I had to follow up with customer service and I was refunded for the shipping. When I checked my account, I noticed that the total amount I was refunded was slightly less than the original online order. I contacted customer service again asking for an explanation about the discrepancy and I was not given a clear explanation as to why the refund was not for the original amount on the order. The most recent representative I contacted said that there was a non-refundable retail delivery fee, but this still does not explain the amount of the discrepancy from my order. There was also no mention of any non-refundable charges I found in the terms and conditions of the return policy. I am wondering if I my return would have been processed differently and I would have been refunded the full amount had I used the prepaid shipping label to mail my return. But if this is the way the business processes all returns, they should be transparent about it in the return policy. I should not have to inquire with customer service if the whole order is refundable and be told that I will be fully refunded to find out that there is a portion of the return that is non-refundable. If the business is obligated to fully refund customers for returns, I would like to be refunded for the full amount on my account. If this is not possible, I would want other customers to be aware of the non-refundable portion of returns from Rackroom Shoes and I will not be making future purchases.
Business Response
Date: 06/27/2024
The customer's order was not eligible for complimentary delivery. To qualify for free shipping, consider the following options:

Enroll in Rack Room Rewards for complimentary shipping on all your purchases. Membership is free, and it comes with exclusive benefits.
Ensure your shopping cart reaches a minimum threshold of $65.00 after applying any promotions or discounts.
Take advantage of promotional periods when all orders qualify for free shipping.

As a gesture of goodwill, we have reimbursed the shipping fee for the customer. Please note that in ********, a separate delivery fee applies for home deliveries. This fee is non-refundable.
Customer Answer
Date: 06/27/2024

I am rejecting this response because: It does not provide a clear explanation on the discrepancy of amount refunded from the amount charged on the original order. There was no transparency in the return policy about non-refundable portions on returns.

Business Response
Date: 06/28/2024
In ********, retailers are not allowed to issue refunds for delivery charges. If a customer returns an item for a full refund, including any sales tax, the retailer is *** not refund the Retail Delivery Fee charged for the original delivery of the tangible personal property.
Customer Answer
Date: 06/29/2024

I am rejecting this response because: The breakdown of non-refundable portions of the return were not clearly explained and transparent in the return policy. There is implication that the option of using the prepaid shipping label to mail the return instead of returning in store would have processed a full refund amount from the original order. The differences in how the refund will be processed depending on the method of return for online orders is not explained in the return policy which would make consumers aware of the non-refundable portions and the amount expected for the refund.

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Rack Room Shoes is NOT a BBB Accredited Business.