ComplaintsforDesigner Brands Inc.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello. Ultimately the employee either used my rewards for herself or she gave them to another customer. I can’t seem to get a person in the US to help with this fraudulent issue. Here is the email and scenario: I donated shoes at the ******* Marketplace (Miami, FL) location last night. Upon doing so the employee who asked for my phone number to allocate the donation points remarked that I had a large reward balance of $55. I told her that I was saving it for something special - which I am. A few hours later I received the email showing proof of donation and my total reward balance of 55 points. I then checked the app and saw $0 rewards. What happened? Clearly someone used my rewards for their own use. When I pulled up my account on the web, I did not see any purchase listed and I know that I did not make a purchase yesterday. During the month of December, I donated 4 pairs of shoes (yesterday was the 4th). I made a purchase last weekend that utilized 2 rewards (I paid the rest with a credit card). After realizing that some kind of fraud occurred with my rewards account, I spent nearly an hour with customer service (waiting, initial representative, and then a manager). The customer service manager, ******, said she would file a complaint and send to an internal department at DSW that would respond within 48 hours. They have already responded and told me that the rewards were used on a Filmore High-Top Sneaker - Womens and BAGTAX. I did not buy these. Please review your store video cameras, or do what you need to do... but I assure you I did not make this purchase. Did your employee go home with new shoes last night? Did they have a friend come in to use my rewards?

  Business response

  07/15/2022

  Hello, 
  
  The customer was contacted Via DSW recovery specialist. This inquiry has been handled by our customer service recovery team. The points for Rewards were added to the customers account.  
  
  Thank you. 

  Customer response

  07/25/2022

  [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 had to close my account with that email and take my phone number out of my profile.   The associate and I learned that it is very easy for customers to have their earnings taken because all that is needed is a phone number.  So, it made it very easy for the employee to steal my points.

   

  Thanks for the follow up.
  
  *** ********

• Initial Complaint

  12/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered shoes from DSW. I never received my package.

  Business response

  12/28/2021

  Hello *****, 

  Thank you for contacting the DSW shoephoria! Center. 

  We apologize for the delay in receiving of your order. I was able to review the details of your order #********** for the Crown Vintage-Galiena Mule. It appears the original shipment was lost in transit while shipping to you. Our partners were able to process a replacement order for the item. We show the item was delivered on 12/26 with tracking number #**********************. For the inconvenience, I have added a refund of $5 back to your MasterCard, ending in ****. The refund will post to your account within 3-5 business days. 

  Thank you for your time, 

  *******

• Initial Complaint

  12/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Transaction date: 12/4/2021 Purchase amount: $59.99 As of 12/20/2021 I have not received the shoes or an email stating they are delayed. When I log in to see my order it states shipped but there's no delivery date posted. Order says "pending" and that's it. I paid for shipping and have a tracking # FedEx: ********************. I am not able to know if I am able to get this before Christmas and it's a gift.

  Business response

  12/28/2021

  Hello *******, 

  Thank you for contacting DSW and being a VIP Club member. 

  We are truly sorry for the delay in shipping of your order. We apologize that your order never arrived in time for the holidays. It appears the order was lost in transit while shipping to you. I was able to research the order & it shows a refund has been processed for the amount of $59.99. The refund will post to your MasterCard, ending in **** within 3-5 business days. I have added extra points to your VIP account for a $10 Reward to be issued. Again, we apologize for any inconvenience this may have caused & we thank you for shopping DSW. 

  Thank you, 
  *******

• Initial Complaint

  12/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For the past 2 days I've been trying to contact DSW by phone, was left on hold forever, then finally I was told I would be on hold for 75 minutes, then I was given the option to have dsw call me back when it was my turn, I never received a call back. Day 2 I decided to call dsw again @ around 10 am once again I was told I had a wait time of 79 minutes clearly i was not going to pick the call back option because it did not work the last time. So I decided to use the chat feature and I got a message stating no one is available. At this point it seems that none of dsw's systems seem to work, no one can answer the phones, no one can chat with you, and you can't start a return online because that does not work either, it doesnt recognize the dsw order number. It Is horrible that it literally takes you about 5 minutes to make a purchase on the dsw website but when it comes to getting help no one is available. At this point I am emailing dsw hoping this will work and also filing a bbb complaint. I just want a full refund and I will no longer be shopping with or at dsw.

  Business response

  07/15/2022

  Hello *****,  

  Thank you for contacting the DSW shoephoria! Center and being a DSW VIP Club member.

  Firstly, our apologies for the delayed response. We apologize there were difficulties on our site when trying to start a return of your DSW order, as well as the long hold times to access someone via our phone and chat lines. We were able to find your VIP account & your DSW order #4359750798, with the b.o.c. Born Concept-Carter Combat Boot. It appears one of our customer service representatives sent a return tracking label with tracking number # ************. Please confirm that the item was sent back for a return, as we do not have it as scanned into our system. If it has not been returned yet, and you would still like to return the item please let us know so that we can send another FedEx label for your convenience.

  Thank you,
  *******

• Initial Complaint

  12/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 4 items on 11/29/21. Paid $87.32 for order # **********. Was told items would ship 4 to 7 days after order. Was told part of order shipped on 11/30. The anticipated arrival date is pushed out every day. Was provided trac**** number that no longer works. The item never moved. I've been told there would be discounts on shipping as well as on the product. I explained SHIPPING WAS FREE. Today, 12/13, I've been on hold for 1 hr and 15 minutes with the company. I would like to be reimbursed for the ENTIRE ORDER. I would like my membership CANCELLED. I would like all of this to be documented for my records.

  Business response

  07/15/2022

  Hello, 
  
  The customer was contacted Via DSW recovery specialist. This inquiry has been handled by our customer service recovery team, & a refund was given. 
  
  
  Thank you. 

  Customer response

  07/16/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 16358841
  
  I am rejecting this response because: this company spent WEEKS stringing me along!  Absolutely RUINED Christmas with their EMPTY promises.  Their behavior and LACK OF ACTUAL RESPONSE is why I'm NOT LETTING THIS GO!!!
  
  Regards,
  
  ***** ****

  Customer response

  07/18/2022

  Via BBB Ticket:

  This is in ADDITION to complaint#16358841. It looks like DSW wants to ship the product to me after 8 months of doing absolutely NOTHING. This is NOT my first rodeo with these people. They sent me SEVERAL trac**** emails only to NEVER SEND THE PRODUCT. 4 pcs on this order and I received NONE of them.I just thought you should know they're pulling the very same GARBAGE they pulled last December.Thank you for being there,***** G. ****

  
  

• Initial Complaint

  12/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was attempting to buy these boots for my mother on 11/19. I was perfectly fine in waiting and having patience for them to arrive. However I was charged 3 additional times to my first purchase of these boots. I called DSW support service last week and I asked for them to cancel my order and refund me. This was Dec 4th, now on Dec 11th I have been charged again another $131.99. My order number was **********

  Business response

  07/15/2022

  Hello, 
  
  The customer was contacted Via DSW recovery specialist. This inquiry has been handled by our customer service recovery team. The order was cancelled by our team, & the authorizations on the customers account have been removed. 
  
  
  Thank you. 

• Initial Complaint

  12/11/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed two orders online which have shipped in three separate packages within the last week. Two of the packages have been received, both of which were in not new condition (the third should arrive next week). With the first package, the shoebox was completely busted and was missing a lid. It was also clear that a clearance sticker had been on the box and ripped off, although I had paid full price minus reward certificates that I had redeemed. This item was meant to ge a gift. I contacted customer service and was provided the option of returning the item in store, taking the item to FedEx to return, or receiving a $10 refund. As the item was meant for a gift to be given that evening, I elected to take the $10 refund. However, I was not happy with the fact that a non- presentable, non-new item was sent to me. The very next day, the second shipment was received. The same issue was present. The box that the shoes were shipped in was busted and missing the lid. I once again contacted customer service as this is completely unacceptable, and was told that I could return the item in-store or take to FedEx. I am becoming increasingly frustrated as I am ordering new items, but I’m receiving damaged items. DSW does not seem to care. Why do damaged/non-new items keep being shipped out? The particular pair of shoes that was received today is a $90 pair of shoes. It should arrive in a complete box, non-damaged. If this was a one off situation, I would not be as irritated. But this is happened with two separate shipments within two days. As a DSW elite member, I have demonstrated my loyalty to this company. However, if my shipments continue to arrive damaged and customer service does not offer an appropriate solution, I will not do business with DSW any longer.

  Business response

  07/15/2022

  Hello *******,  

  Thank you for contacting the DSW shoephoria! Center and being a DSW VIP Elite member.

  Firstly, our apologies for the delayed response. We are sincerely sorry for the poor packaging and damaged items you received in your package. This is not how DSW wants our customers to feel about our product. We have forwarded details of your damaged items to the appropriate parties & will assure coaching will happen. We have added points to your VIP account for a $20 reward. This Reward will be valid until 09/20/2022. You can use this Reward in-store or online.

  Thank you,
  *******

  Customer response

  07/15/2022

  [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

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  order # ********** On 12/9, I visited DSW website to generate a return label. Their website had technical glitch and would not allow me to generate it. A call to CS was placed and after enduring a roughly 90 minute call back wait, I spoke too CS rep ''Palo' in their Philippines call center, he hung up on me after I asked for a return shipping label and a credit. Additonal requests for support were emailed to DSW to which at this time have yet to been returned. I am seeking an explanation of why this experience has occured and assistance with the above.

  Business response

  12/29/2021

  Hello *******,  
  Thank you for contacting the DSW shoephoria! Center, and being a DSW VIP Elite member.
  We apologize there was an issue with our online return system, and you could not obtain a label for your order #********** at the time. We were able to research the account and were able to find that the order has been returned, and a refund was processed back to the Visa ending in **** in the amount of $21.64. We have added extra points to your VIP account for a $10 Reward for the inconvenience. This Reward will be valid for 75 days and can be used online or in any DSW store.
  Thank you,
  *******

  Customer response

  01/14/2022

  The refund they referred to is NOT for the items I am still holding awaiting proper attention.

  The refund they referred to is for a different item/order...Demand is made that DSW immediately issue a refund for these items...I asked to be contacted directly bu the business, the response not doing that was no helpful and the issue is not resolved!

  Customer response

  01/16/2022

  From: Gmail <***********************>
  Date: Sun, Jan 16, 2022 at 2:18 PM
  Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: Better Business Bureau <disputeresolution@centralohio.bbb.org>
  

  
  
  

  Please share the attached and below remark as an update to this complaint with DSW;

  
  

  I have even spent additional time trying to resolve this issue, since the business has not taken the courtesy to initiate a return call to me to simply resolve...

  There website STILL continues to be faulty, as evidenced here, even after the escalation. there is no option to print and return these items.

  Therefore, demand is made they immediately issue a full refund in connection with this order as they have not properly been willing to communicate and offer a solution.

  -*************************

  Business response

  01/27/2022

  Customer has already been assisted through BBB Email on 12/29 & item was returned

  Customer response

  09/12/2022

  They never issued any additional reward credits, see S.S. below,
  

• Initial Complaint

  12/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  NOT COMPLETE SEE UPLOAD DETAILS!! The morning of 11/25/21, I was very excited to shop the Black Friday sale and purchased the shoes I had been wanting. It included a free gift. I used $15 from my rewards account on this purchase ($5 bday and $10 annual) and a gift card. I happily awaited my shoes and threw out the empty gift card. The morning of 11/26/21 I received a cancellation. I understand this happens, however, my rewards were NOT refunded, I was told I was being charged for the "free" gift and they said they were refunding to a gift card I no longer had. On top of that the shoes showed as still fully in stock. I called on 11/26/21 EXACTLY at 10am when they opened so I wouldn't have to wait. I asked for a supervisor but was assured by the phone agent she could help. After 20 min she said she needed to transfer me because she couldn't figure it out. I waited to be transferred and the call was dropped!! I did not receive a call back and chatted in to inquire. The chat agent said someone would call back... no call back. Finally I called again and had to wait on hold 20min, I asked immediately to be transferred to a Supervisor. The Supervisor said there were 17 pairs of the shoe in stock so it must have been a system error and she would fix everything. She replaced the order and fixed the charge for the free gift. She said she added 2 day shipping and assured me she would ensure they were shipped out immediately and added notes so that the order would NOT be cancelled. I felt very reassured and annoyed at the time I spent, but happy I would receive my shoes quickly and all was resolved. This experience took well over an hour but I figured everything was good, just some time lost and moved on. I tried very hard to be patient and waited about 6 days since I desperately did not want anything bad to happen to my order again. They didn't ship but every time it showed the item was in stock. NOT COMPLETE SEE UPLOAD DETAILS!!

  Business response

  12/29/2021

  Customer handled with supervisor

  Thank you, 

  Customer response

  12/30/2021

  I accept the business's response to resolve this complaint.  Thank you for the follow up. It was appreciated. 
  

• Initial Complaint

  12/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased 3 gift cards taking advantage of a local and online promotion. The gift cards showed us a balance but cannot be redeemed due to an unspecific system error. Upon calling the 800 service number, the service rep tried and still couldn't get it to work and asked us to wait 24 hours. We are ONLY aware of the 24 hour wait for online gift cards but were never told about the store cards. Still we waited and guess what. THE SERVICE REP STOLE OUR GIFT CARD. The $300 gift card originally showed a $300 balance and after the phone call with him, we got ZERO balance!! Such dishonest company. NEVER do business with them again. The online gift card is another problem. It was sent but CANNOT be claimed. The system says "unable to redeem claim error CPI-100. Please call customer service". The customer service, again, has absolutely no idea why that is. I am filing a charge back and never deal with DSW again!

  Business response

  12/29/2021

  BBB - Email ********* - Customer handled with CSR
  
  

  Customer response

  12/30/2021

  Message says customer handled but I got no contact whatsoever from the business. 
  

  Business response

  07/02/2024

  This was resolved directly with the customer.

*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. ↩