ComplaintsforDesigner Brands Inc.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 3, 2021 I ordered a pair of shoes for my wife from DSW. For over a week I waited for the shoes to arrive, staring at a fedex tracking number that never updated. I eventually contacted them via chat to discuss and then a replacement was shipped out and received on 10/13. On 10/16 I ordered another pair of shoes, this time for myself. I received a tracking number from the company for my "two day shipping" on 10/17. Order number ********** and fed ex tracking number ************. I contacted DSW yesterday via online chat and was told the item was shipped and would be delivered today. I was given no reason as to why the item was not showing any update on the fed ex website. Well, today has come and gone. I just got off another online chat with a representative named ****** who stated that the item was shipped. I informed her that I called Fedex about it and they said they have no item with that tracking number in their possession. ****** could not provide me with any information, only stating that if I don't receive it within 48 hours that they would make arrangements. When I informed her of the pattern that I was seeing regarding deceptive shipping information she stated that they usually ship within 3-7 business days excluding weekends and holidays. When I again asked why a rep told me it would be delivered today and why the information was conflicting with FedEx she was unable to give me a suitable response. All I would like is for my item to be delivered, in new condition as I purchased it. I have seen online complaints by customers receiving used items.

  Business response

  10/26/2021

  Hello, *****
  Thank you for contacting DSW. We sincerely apologize for the delayed shipment of your recent online orders. It appears the store that fulfilled the order was having difficulty locating the item, which would result in the delayed shipment.  We have looked into the order #**********, and were able to find the order was recently delivered on 10/23/2021. We are sorry to hear the order was not delivered in the expected 2 business day delivery timeframe. For this misfortune, we have added a $20 Reward into your VIP account. We thank you for your business & for being a DSW VIP Elite member with us. 

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I will never step foot in DSW again. We ordered a pair of shoes for our special needs son the company once again sent the wrong item I was accused of lying because last month I called because they lost my shoes last month the company is refusing to give me my money back or send new shoes to my special needs son and told me it was my problem and to take it up with the bank. I don’t know who the **** they think they’re dealing with but they have got a lot of ******* nerve. I have spent so much money at their store and now they’re accusing me of lying when their warehouse is full of stupid monkeys that can’t look at orders and fill them correctly I want my money back in full and I want my son to get his shoes back we will never ever ever shop or support anything that stupid store does again. They can take their foreign customer service operations and shove them and go pound sand

  Business response

  10/12/2021

  Hi ******* ,
  Thank you for contacting DSW.
  We are so sorry to hear about your experience. However after reviewing the calls you were never once called a liar. The situation at hand is because you claimed a lost or stolen package previously, we only assist with 1 lost package per the life of the account. So you are asked to dispute the charge. However we still see that you returned the empty box to the store in place of disputing the charge and the refund was already processed. Please know that no issues with orders are singled out, or done by voluntary choice based on customer. Your shoes were properly shipped with a 4 lb weight. So the issue happened somewhere after us. However we certainly understand that you purchased the shoes from us and that we would provide your next steps.
  
  Please know that in case you change your mind and decide to shop with DSW again, you may want to try our ship to store option as it seems you may have an issue with deliveries to your home address. However if you ship anything else and have an issue with delivery a dispute would have to be processed. I do appreciate you bringing this to our attention. However there is one other issue that we would like to address. While your frustration is truly valid we would ask that you respect our customer service team when you call or write in just as they should be respecting you. We at DSW look to provide you with a great experience from start to finish and will continue to do so moving forward if you reach back out.  
  
  If you need anything else, please do not hesitate to contact us here at the DSW shoephoria! Center.
  ***** **
  DSW inc.

  Customer response

  10/13/2021

  first of all what I said was that they were indicating I was lying by saying that the package prior to my son shoes which would’ve been the Jessica Simpson ones it was my fault they were missing which would indicate that I was lying. Second what the **** kind of policy does where If one problem happens then now it’s on me for any future issues I’m sorry you must be out your **** mind because now you just lost your self a really good customer as well as my entire extended family who normally shops at your store for all of our shoes. I am not gonna sit here and be told that any of this has been a result of anything I’ve done and you suggesting that perhaps I find a location to pick up the shoes because it seems to be a problem with my home don’t be giving me advice why don’t you try to find a way to get your **** product correctly and packed properly instead of in a cheap plastic bag maybe spend an extra five cents and get a **** box to put your shoes in so they are not completely damage when they get to the customer. And if you took the time to read what I said you would know I said I’m terminally ill and I cannot drive my car so where the **** would you like me to have it sent? You seem to have all the answers so let’s hear it. Your company has ****ed me off one too many times. I have put up with broken boxes smashed boxes shoes that were clearly worn by other people and returned and then sent to me as new which was completely disgusting you could actually see their Toe grease in the shoe I have been sent shoes that have been worn I’ve been sent shoes that have been damaged that have been smashed with some thing to create the leather to be ripped torn or the wood in the hills to be chipped and you called this good customer Service. I’ve had to return more items to your store because of all the damage that the shoes gone through by time it gets to me and you’re going to sit behind your **** computer and I have the audacity to tell me that this is my fault and my problem because the monkeys in your warehouse can’t pack a box they are throwing shoes in bags and smashing the **** out of them and you expect them in a plastic bag to make them to my house in good condition let me tell you something honey it sounds like there’s something wrong with you if you think that that’s acceptable. And since you don’t feel the need to make anything right here you have permanently lost me and my business. Anything that was recently purchased from you you’re going to be getting back I don’t want any items from you so you can keep your crappy used items and give them to someone else but I am not going to put up with your nonsense you don’t take peoples money and then give them used **** and expect them to be OK with it got me. So thank you for your ridiculous unprofessional non-helpful ridiculous response. I promise you no one family member will ever step back into one of your lame disgusting joke of customer service stores ever again. I can only hope karma comes around and your story goes out of business. Have a wonderful day.

  Business response

  07/02/2024

  This complaint has been resolved.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am asking that DSW shoes please remove me from their junk email lists and advertising, which I never signed up for anyway! After numerous phone calls, online chats, and emails including with their supervisors, this has not been resolved over the last couple of weeks and I don't know what else to do . . . I am laid up with Lupus and in kidney failure and need to keep my emails free and easily accessible for blood tests, lab results, doctors info, etc. All I wanted to do was order one pair of cheap shoes for me, and many many more for inner city kids at a charitable organization I have been helping . . . yet this DSW company, where I have made many purchases over the years in-store and have taken my niece there, has backstabbed me in my time of need. All I ask is that they leave me alone with all the harassing junk emails, advertsiing, etc, this is so illegal and unethical on their part, yet they refuse to comply with my requests. Next stop is ADA attorney if they don't listen.

  Business response

  12/30/2021

  Hello *******,  
  Thank you for contacting the DSW shoephoria! Center.
  We apologize that you were still receiving emails after being removed from our marketing email list.  We have sent your email address; ********@gmail.com to our IT partners to ensure your email has been removed from our mailing list. We ask that you please allow 2-3 weeks for the emails to stop being received as we have pre-planned marketing that is prepared to be sent. For the inconvenience, we have sent a DSW Gift Card to your email that you can use either online or in any DSW store. The gift card should reach your email within the next 72 hours.
  Thank you,
  *******
  

• Initial Complaint

  10/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  DSW order number ********** Steve Madden shoes Ordered shoes 9/2/21 Received order 9/8/21 Shoes were too small returned shoes 9/20/21. Received order to replace shoes that were too small and received shoes that were already worn on 9/25/21. Contacted customer service 9/25/21 told shoes would be replaced. Contacted customer service 10/2/21 regarding shoes (spoke with 2 different agents). Given order number and tracking number, neither exists. It appears information from both customer service reps are not actual tracking or order numbers. ??? Want shoes replaced or a refund. Terrible experience.

  Business response

  10/12/2021

  Hi ****** ,
  Thank you for contacting DSW.
  We are so sorry to hear about the issues with your order. I tracked your last reshipment (O#********) under FedEx tracking number ************ and found that it should be delivered today by 4:30 pm. If not received I will be happy to issue a full refund for your original order **********.
  If you need anything else, please do not hesitate to contact us here at the DSW shoephoria! Center.
  Sarah W.
  DSW inc.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  DSW on Clark street in Chicago charges customers 7 cents for a bag (optional), and then charge a 1 cent 'sales tax' for the bag. Besides charging for plastic and paper bags alike, treating the bag use as a SALE is fraudulent. Odd are against them collecting that tax for the city and more for them clawing more money back for themselves.

  Business response

  10/12/2021

  Hi ******,
  Thank you for contacting DSW.
  We are so sorry to hear about your experience. Please forgive us for the delay in our response through BBB. This has already been reviewed and corrected as we found necessary. Thank you for sharing your feedback with us.  
  If you need anything else, please do not hesitate to contact us here at the DSW shoephoria! Center.
  Sarah W.
  DSW inc.

  Customer response

  10/12/2021

  they claim to have solved the problem without admitting guilt or describing what their resolution is. When ai asked them that directly, I was ignored.
  

• Initial Complaint

  09/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i tried to purchase size 10 wide Fila black shoes for my husband and i had them shipped because the local store did not appear to have this exact size. the sales people at the store were overall unhelpful anyway. i received the package and these are WOMEN's shoes -- not mens. i needed these shoes for a special event and now i'm screwed because the shoes are the wrong ones. i re-checked the website to see what went wrong and NO WHERE does it say men's or women's on the shoe website featuring these shoes. this is a HUGE PROBLEM!!!! i used a coupon on this order so if i return them i won't be able to buy the correct shoes since the coupon can'[t be transferred. this is a BIG oversight and you need to put men's or women's IN BIG LETTERS so people know what the **** they are buying!! :(

  Business response

  10/12/2021

  Hi ***,
  Thank you for contacting DSW.
  We are so sorry to hear about your experience. Please forgive us for the delay in our response. I do see that the shoes were ultimately ordered again on 9/29 and have since been delivered. We would hope that your 2nd order ********** fit your needs in a better way. We truly appreciate your feedback about your shopping experience and will work the shopping experience moving forward.
  
  Again we truly apologize for your poor experience.
  
  If you need anything else, please do not hesitate to contact us here at the DSW shoephoria! Center.
  ***** *.
  DSW inc.

  Customer response

  10/13/2021

  You did not address or fix the problem related to the GENDER sizes of shoes....the website does not tell customers which sizing system they are looking at...this is a problem for "neutral looking" shoes .... i typed in fila and it showed me shoes and when i click on the shoes, it doesn't say women's or men's sizes!!!!!!  hello, are you understanding this???  also, you did not offer any solution about the broken McKay men's sandals i received on a previous order....the shoes were never worn because one of the straps arrived unattached!!!!!!  please email me directly so we can work this out!!!!
  
  

  Customer response

  11/02/2021

  it am still waiting for a refund on the broken sandals 
  

  Business response

  11/23/2021

  Hello, 

  Thank you for contacting DSW. The customer has been responded to through email, per customer request from multiple issues. 

  Thank you, 

   

• Initial Complaint

  09/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Order Number: ************* I ordered a pair of shoes and paid extra for two day shipping. When the shoes did not arrive on time, I contacted DSW and was told they would be here on 9/11. Great! I needed them for 9/12 for my son's senior photos. Approximately one hour late, I receive an email from DSW that the shoes would be here 9/14. Therefore, I was lied to. Thankfully, DSW refunded my two day shipping BUT that's where it ended. I contacted DSW to speak to a supervisor to indicate that I wanted the order canceled and my money refunded. She kept repeating herself and telling my it would be MY responsibility to return the shoe even though there was a delay from their warehouse shipping the shoes that they DID NOT inform me about but had NO problems taking my money for two business day shipping. This is frustrating. This is on DSW, not me. Had they bothered to email me to tell me there was a shipping delay, I would have canceled my order. Then the supervisor HUNG UP ON ME!

  Business response

  10/12/2021

  Hi ****** ,
  Thank you for contacting DSW.
  We are so sorry to hear about your experience. Please forgive us for the delay in our response. I do see that the shoes were ultimately delivered on the 14th and returned. I understand you were looking to cancel the order but once an order is shipped we no longer have the capability to cancel the order. We will review the call to see why it ended the way it did and we will still address it with the supervisor that you spoke with regardless of the time passed. Lastly I wanted to honor a $15 reward into your VIP account, which created a total of $20 available for use.
  
  Again we truly apologize for your poor experience.
  
  If you need anything else, please do not hesitate to contact us here at the DSW shoephoria! Center.
  Sarah W.
  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. ↩