ComplaintsforDesigner Brands Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered $50 pair of sandals and when I received them they had already been worn. The tops are stretched out and the bottoms are dirty. I have been going round and round for a week with their customer service. They want me to travel 60 miles away to return a pair of used sandals. That's a huge problem because I refuse to travel 60 miles due to their mistake. If I won't go to the store then they will charge me shipping to return them and that's a big problem too. I am NOT paying for their mistake. I now have a $50 pair of sandals I can't even wear.

  Business response

  07/23/2024

  Hello ***, 

  Thank you for contacting DSW. I apologize for the condition you received the Anne Klein-Tinsley Sandal from your recent order ********** in, and for the customer service you received while trying to have this resolved. I sent you a personal email to resolve and address your concerns. Thank you for being a DSW VIP Club member. 

  Sincerely, 

  ******, DSW inc.

  Customer response

  07/23/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  *** ********

• Initial Complaint

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 07/07/24 I purchased 2 pairs of shoes, and was suppose to receive them by 07/12/24. Checked tracking that day and they hadn’t moved beyond creating the label, but they were coming from 2 different areas. I reached out to customer service on 07/14/24, they looked and said they had been “lost in transit”, did I want a refund or to reorder? I asked for them to be reordered and the customer service said they were reordered and should be received by 07/19/24. A few moments later I received an email that one of the items was canceled. I feel like the representative should’ve been able to see that, but didn’t mention it. However now on 07/18/24 I received the one pair but they’re used and dirty, and still have not received a refund for the other pair. DSW has gone downhill with no quality control. The pair I received shouldn’t have been sent out. I keep trying to upload photos, but it’s saying they’re too large. I’d love to email them for the company to see.

  Business response

  07/23/2024

  Hi *********,
   
  Thank you for contacting DSW. I apologize for the inconvenience you have experienced with your recent order **********. I completely understand your frustration regarding this, and I will be sharing your feedback with our upper management team so that your thoughts and concerns are addressed. While reviewing your order, I can see that the refund of $35.34 for the Vans-Doheny Sneaker was processed on 7/19/2024. I have issued the remaining refund of $27.77 for the Skechers-Uno 2 Air Around You Sneaker that you received in poor/used condition. You can expect this refund to be reflected on your ********** within three to five business days. Thank you for being a DSW VIP Cbus member!
  

  Sincerely,
  ******, DSW Inc.

  Business response

  07/23/2024

  Hi *********,
   
  Thank you for contacting DSW. I apologize for the inconvenience you have experienced with your recent order **********. I completely understand your frustration regarding this, and I will be sharing your feedback with our upper management team so that your thoughts and concerns are addressed. While reviewing your order, I can see that the refund of $35.34 for the Vans-Doheny Sneaker was processed on 7/19/2024. I have issued the remaining refund of $27.77 for the Skechers-Uno 2 Air Around You Sneaker that you received in poor/used condition. You can expect this refund to be reflected on your ********** within three to five business days. Thank you for being a DSW VIP Cbus member!
  

  Sincerely,
  ******, DSW Inc.

  Customer response

  07/25/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ********* ****

  Customer response

  07/25/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ********* ****

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I ordered shoes online on Friday, June 21st in the am. 2 min after I ordered it got cancelled due to not actually having the product in stock. I have $101.08 withdrawn out of my banking account and never received a refund. I waited patiently until today to see if it would be credited back. I was told there isn't money taken out of my account by ********************** directly and I won't be charged until I pick up the shoes. So if my ordered was cancelled, how can I pick up shoes if the order was cancelled. That is 100 bucks I could have spent on groceries this week or gas. DSW cannot keep my money with giving me a product or service. This is the second time this has happened with DSW and I feel like this is common practice. I shouldn't have to call to get my money back, as this has happened to me twice now.

  Business response

  07/01/2024

  Hi *******,
   
  Thank you for contacting DSW. I apologize for any inconvenience you have experienced with having your recent order ********** cancelled. I completely understand your frustration regarding this and will share your feedback and concerns with our upper management team to be addressed. When orders are placed, a pre-authorization is created on the form of payment for the order total. We do not collect the funds from the pre-authorization until the item has been shipped or been picked up if it was shipped to a DSW store. When an order is cancelled, it can take three to five business days for the pre-authorization to be removed depending on the financial institution.
  

  While reviewing the pre-authorization details for your order, I can see that a pre-authorization reversal was attempted on 6/28 but the original pre-authorization from 6/21 had already expired in our system, and no new pre-authorizations were created after that. Unfortunately, since we did not collect any funds for this order, there is no refund we can process. As a token of apology for your experience with this, I have applied $20 in Rewards to your DSW VIP account. This Reward will be valid until 9/14/2024 and can be used in-store or online with no brand exclusions. Thank you for being a DSW VIP Gold member!
  

  Sincerely,
  ******, DSW Inc.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’ve been a long time customer that has never returned before now and I based on this experience, I don’t think I want to be a customer anymore. Especially because I’m terminally ill and can’t handle much. It started with a horrible time on the phone with customer service and then finally after too much effort on my part, I was able to get a Fedex pickup arrangement by DSW and make this short, the shoes went back and there hasn’t been a refund or contact of any kind. Why is this so difficult?

  Business response

  06/26/2024

  Hi ******,
   
  Thank you for contacting DSW. I apologize for any inconvenience you have experienced with the customer service you received while contacting us to return your recent order **********. I completely understand your frustration regarding this, especially since the item was returned to us over a month ago and you still have not received your refund yet. Rest assured, I have processed your full refund of $80.80 and you can expect to see this reflected on your Visa ending in **** within three to five business days. The banking return reference number (ARN) that confirms the refund was successfully processed is 749******************81.
  
  As a token of apology for your experience with this, I have sent you a $30 electronic gift card to your email address. You can expect to receive the confirmation email for the gift card shortly, and the activation email within 24 to 36 hours. Please note, sometimes the activation email goes to a spam and junk folder, so make sure to check there if you do not receive it in your inbox. Thank you for being a DSW VIP Club member!
  

  Sincerely,
  ******, DSW Inc.

  Customer response

  06/27/2024

  I accept DSW’s response to resolve this complaint. I’m thankful they were so kind and forthwith the help and extra gift. Exceeded my expectations.
  
  Regards,
  
  ****** ********

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with *** on order #********** on June 16, 2024 and the three (3) items totaling $127.08 were shipped in two (2) separate shipments via FedEx Tracking #*********9*********1 & *********208 and they show delivered as of Friday June 21, 2024 but when my husband and I both checked the parcel lockers the only package received was from Old Navy and only one notification was received from Parcel Pending that any of my orders from several companies had been delivered. I submitted a claim with FedEx for both orders and also contacted *** and received an email that they would not refund or replace the items as they show delivered although they weren't and their was no proof of delivery provided.

  Business response

  06/26/2024

  Hi ******,
   
  Thank you for contacting ***. I apologize for any inconvenience you have experienced from having your recent order ********** marked as delivered by FedEx but not receiving your three pairs of shoes from your order. While reviewing your order, I was glad to see that a customer service representative was able to place a new order for your items at no additional cost to you to be picked up at your local *** store in Ontario CA. The Nike Calm Slide Sandal and Steve Madden Kimbrly Sandal are currently ready to be picked up and you will receive an email when the Journee Collection-Emalynn Slide Sandal has been received at the store and is ready to be picked up as well.
  
  Going forward, I would strongly recommend having your orders placed to be picked up in-store as we will not offer a refund or replacement for orders that are marked as delivered but not received. Thank you for being a *** VIP Club member!
  

  Sincerely,
  ******, *** Inc.

  Customer response

  07/03/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ***** *****

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 31st of may I returned sandals in store that I had purchased online as they were the wrong size and didn’t have the size I needed in store. They issued me a refund and yet here it is June 21st and still have yet to receive it!! I have never heard of such a thing! I feel like this whole company is a scam!!! I want my refund!!! I even repurchased the same shoes in the right size so I payed double until I get my money back from the first pair . I’m not rich and need to see this money back on my account! The document assigned is the second email I received saying it would take an additional 8 days. This is inexcusable!!

  Business response

  06/24/2024

  Hi *******,
   
  Thank you for contacting DSW. I apologize for any miscommunication you have received regarding the refund for your recently returned order **********. While reviewing your order in our ordering system and payment platform, I can see that we never successfully collected the $134.28 for your order. Since we do not collect funds for orders until they have shipped, I can see the pre-authorization of $134.28 created on 5/21 when the order was placed but when the order was shipped on 5/28, the attempt to collect the $134.28 from your Visa ending in 6239 was rejected due to insufficient funds.
  
  Since you returned this order on 5/31, we have not attempted to collect the funds for the order again. Because we never successfully charged you for this order, no refund of $134.28 would have been processed and that is why you are not seeing a refund reflected on your Visa ending in 6239. I have provided an attachment with a screenshot from our payment platform to confirm this information. Thank you for being a DSW VIP Club member!

  Sincerely,
  ******, DSW Inc.

  Business response

  06/24/2024

  Hi *******,
   
  Thank you for contacting DSW. I apologize for any miscommunication you have received regarding the refund for your recently returned order **********. While reviewing your order in our ordering system and payment platform, I can see that we never successfully collected the $134.28 for your order. Since we do not collect funds for orders until they have shipped, I can see the pre-authorization of $134.28 created on 5/21 when the order was placed but when the order was shipped on 5/28, the attempt to collect the $134.28 from your Visa ending in 6239 was rejected due to insufficient funds.
  
  Since you returned this order on 5/31, we have not attempted to collect the funds for the order again. Because we never successfully charged you for this order, no refund of $134.28 would have been processed and that is why you are not seeing a refund reflected on your Visa ending in 6239. I have provided an attachment with a screenshot from our payment platform to confirm this information. Thank you for being a DSW VIP Club member!

  Sincerely,
  ******, DSW Inc.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DSW continues to sell shoes advertising they’re brand new, then shipping used shoes out and finally charging restock fees. This is not only false advertising but stealing from customers. They can make a ton of money if others fall for it. I would like my full refund but the store wouldn’t give it because of the restock fee. I paid 68.30, they refunded 60.35. But they sent me used shoes, so they basically made money off of a false promise to give me brand new shoes.

  Business response

  06/12/2024

  Hi ******,
  
  Thank you for contacting DSW. I apologize for any inconvenience you have experienced with the condition of the shoes you received in your recent order **********. I completely understand your frustration regarding this, especially since you did not receive your full refund when you returned the item back to us. I have shared your feedback with our upper management team so that your thoughts and concerns are addressed.
  
  I have processed the remaining refund of $7.95, and you can expect to see this reflected on your Apple Pay account within three to five business days. Thank you for being a DSW VIP Club member!
  
  Sincerely,
  ******, DSW Inc.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 10th i purchased 4 pairs of shoes on DSW online to pick up at their store in ****** ** all went fine. After that it was a mess. I received an email that my shoes were ready for pick up. I arrived to the store, they were not. Staff didnt know what to do and i confirmed with them i received the email stating they were. After several return trips to the store and phone calls i finally got all my shoes. The issue im having is that they won't process the payment. It shows pending, then diaappears, then shows up again and then disappears. They did process one pair of shoes seperately for $49.99 and $189.90 is remaining. It is now June and they have still not processed the payment. I just want to pay for my shoes and never shop there again.

  Business response

  06/11/2024

  Hi *******,
  
  Thank you for contacting DSW. I apologize for any inconvenience you have experienced with the issues you had with your recent order **********. I completely understand your frustration regarding this, especially with having the pre-authorization of $189.96 continuously hitting your MasterCard account. Unfortunately, this happened because the store did not confirm that you picked up three out of the four items on your order. No worries, I am more than happy to make this right for you.
  
  Since this was not your fault, I have suspended the payment on your order and reversed the most recent pre-authorization on your ********** ****** ** ***** Due to the inconvenience this may have caused you, we will not be collecting the remaining balance of $189.96 for the shoes you picked up. As an additional apology from us to you, I have also sent you a $75 electronic gift card to your email address ************sn.com. You can expect to receive the confirmation email of this shortly, followed by the activation email within 24-36 hours. Thank you for being a DSW VIP Gold member!
  
  Sincerely,
  ******, DSW Inc.

  Customer response

  06/11/2024

  Thank you, very much for resolving this matter. I just wanted to pay what I owed in a timely manner. I'm grateful for the apology, the surprise generosity it really is helpful for me financially and i dont have to worry any more about this matter. I appreciate it and very thankful.
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *****

• Initial Complaint

  06/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  placed an order o 5/22/2024, Order # **********. It is now 5/29/2024, there has been no change in my status although DSW has recieved the full payment. This is a total inconvenience, the only update received was "Sorry for the delay, we are working on it". Which is understandable for 1-2 days of placing an order but an entire week appears to be deceitful. As a consumer the state law advises all good & services be provided upon payment which I've done Today is June 1st still no merchandise. The on line status states "In process " it's know that delays are sometimes unavoidable but honesty is a certainty that is expected from all business. This is a big inconvenience . All documents referenced are attached

  Business response

  06/11/2024

  Hi *****,
  
  Thank you for contacting DSW. I apologize for any inconvenience you have experienced with the lack of communication with your most recent dsw.com order number of **********, and for the customer service that you received when contacting us about this issue. I had the opportunity to investigate your concerns, and with orders shipping to the store you won’t receive any communication about the shipping of your order. The only communication that you will receive is when your order is processing and when the order has been received by the store and it is checked in that it is ready for pick up. This the order was marked as delivered by ***** on 6/1 but the store is stating that they do not have this order, we are considering in lost. I have sent your order to our back-office team to cancel since I am unable to cancel the order because of the status it is in.
  
  Since we do not collect funds for ship to store orders until the order has been picked up. Once you receive the notification that your order has been cancelled, you can expect to see the pre-authorization of $12.38 fall off your Visa ending in 1151 within three business days. While reviewing the gift card ending in 0523 used on this order, I can confirm the full balance of $50 is available. As a token of apology and to honor the discount used on your order, I have applied $30 in Rewards to your DSW VIP account. These Rewards will be valid until 8/25/2024 and can be used in-store or online with no brand exclusions. Thank you for being a DSW VIP Club member!
  
  Sincerely,
  ******, DSW Inc.

  Customer response

  06/11/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** * ******

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 13th I made an online order purchase under Order No. **********. I waited patiently and in accordance with DSW shipping policy that states within 3-5 business days I should receive said purchased item. I did give the benefit of the doubt because of shipping issues that sometimes occur. I made contact on May 21st after not receiving any information as to the status to request the order be cancelled and was told then that same was done and that the bank hold in the amount of $119 would be released. I contacted DSW again on the 24th and was given the same response that the purchase would be cancelled but, to no avail. I made contact again on 5/28 only to be once again told the same lie that the order would be cancelled this day. Each call I was told the same thing that the order would be cancelled and nothing. I am and have been a loyal customer and made many purchases at DSW. This will be my last purchase.

  Business response

  06/11/2024

  Hi *****,
  
  Thank you for contacting DSW. I apologize for your experience contacting our DSW Shoephoria! Center while attempting to cancel your recent order ********** due to it being lost in transit. I completely understand your frustration regarding this, especially after being told several times that your order would be cancelled. I have shared your feedback with our back-office and training teams to make sure this is investigated and handled appropriately. While reviewing your order, I was glad to see that it was successfully cancelled on 5/29.
  
  While reviewing the pre-authorizations on your Visa ending in ****, I can confirm that no other pre-authorizations have occurred after 5/27 and this pre-authorization was reversed on 5/28. You should no longer see any $119.99 pre-authorizations on your Visa ending in ****. As a token of apology for your experience with this, I have applied $20 in Rewards to your DSW VIP account. This Reward will be valid until 8/25/2024 and can be used in-store or online with no brand exclusions. Thank you for being a DSW VIP Elite member!
  
  Sincerely,
  ******, DSW Inc.

*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. ↩