ComplaintsforGenesco Inc.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order was placed on the 16th of June for 4 pairs of shoes under order # *********. Order was to be delivered to my daughters in *******. Orders were shipped and delivered but they never received. I have been waiting patiently for a response and all they tell me is that they are waiting for ***** to reimburse them for the loss. My question is this? I paid for the goods and I haven't received anything. QAll I want is the 4 pairs of shoes that i ordered. Why do i have to wait for ***** to pay you and then you will assist me? I reached out to the company on 6/22/24 ad they told me that it would take 9-12 business days to hear back from *****. Then after 12 days, I contacted Journeys again and they said because of the 4th of July holiday, please give them 2 more business days and then contact them. I did and again was told to wait another 1-2 business days. Why is it hard to get a replacement order sent to me and have the company work it out with *****? Then was even told that even if they have a resolution, I will still have to wait another 4-7 business days. i fid this totally unaccpetabel

  Business response

  07/13/2024

  We sincerely apologize for Mr. ****** experience with our Company. We truly appreciate his time and patience while we resolve this matter of the lost package investigation. After looking into the issue provided by **************, we were able to confirm a replacement was successfully processed on 07/13 to the new address provided by ************** with a new order number # *********. Please allow 1-2 business days for the tracking number and 3-5 business days for the package to arrive at the new location. Our lost package investigations take 9-12 business days to complete. It shows the lost package investigation was started on 06/23/2024 which would make the 12th business day 07/10/2024 since July 4th was excluded due to the holiday. We sincerely apologize for the error and delay with the lost package investigation. We appreciate Mr. ****** feedback regarding this matter to provide us the opportunity to grow as a Company with situations like this moving forward. If you have any issues with the replacement that was processed on our end, please follow up directly with our Customer Experience Specialist, ***********************, for direct assistance. We appreciate your time and patience.

  Customer response

  07/18/2024

   
  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

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Journeys refuses to refund my order in which ***** never delivered my package. I 100% know and have checked with my apartment manager that this package was never received. Journeys is denying my claim and refusing to refund me.

  Business response

  06/24/2024

  We sincerely apologize for any inconvenience caused by ************** not receiving his order ****02007434. Whenever our customers advise that they did not receive their order and the tracking provided by ***** does not have clear picture proof of delivery, we will conduct a lost package claim with them to confirm if the package was delivered to the correct address. After this investigation was completed, our Carrier advised that the package was delivered to the address on the order. We are grateful that our customer service team was able to get ************** set up with an in-store refund in our Journeys store #**** in the ************** on 6/18. Our customer was successfully refunded in this location on 6/21. We truly appreciate our customer's time and patience throughout this process. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On May 23 i placed order ********* totaling 118.64$ with journeys. My order was marked as delivered on May,26th a Sunday. Very odd because i never have orders delivered on Sundays. I was also out of town for Memorial day. I recached out to journeys May 29th for assistance after days of not being able to locate my package. Rep basically said because the package was marked as delivered with a photo there's nothing they can do to help. No refund, no shipment, no investigation, absolutely NOTHING. I refuse to be out of money in this situation. I am again requesting a refund for this order i didn't receive. I have been a customer for years in store and never thought i would receive this level of customer service from ********************.

  Business response

  06/04/2024

  We extend our sincere apologies for the frustration and inconvenience caused by the non-receipt of order *********. We collaborate with our carrier to investigate lost packages if there's a chance they were misdelivered or lost in *****'s care. In this instance, the customer's order was delivered to the address they provided online. For customers who anticipate being away, we advise managing deliveries through a free ***** account using the provided tracking number(s) to prevent delivery during their absence. Additionally, we suggest placing special orders for in-store pickup at their local Journeys store. Customers now have the option to place orders online for in-store pickup or ship-to-store for any available items. Our commitment is to always look after our customers. As a gesture of goodwill, we are processing a refund to the original payment method used for this online order today. Please note, refunds may take 3-5 business days to appear in the account, depending on the financial institution. We greatly value our customer's time and patience.
  

  Customer response

  06/05/2024

   
  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,
  
  Nei *****

• Initial Complaint

  04/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a pair of boots as a Christmas gift that needed to be returned. These were returned ( with tracking) and recevied in January by Journeys Canada. We are now at April 3rd and I still have not received my refund. I have contacted this company many times. The 1st response was they were mailing a cheque that would arrive within 7-10 business days( this was in February). March they apologized for the delay and said they would issue this by mail again. 3 weeks later I am now told this has not been processed but once it is they will ***** Express the refund to me and will email me the tracking. It has now been a week and a half and still no refund or tracking. Taking 3 months to issue a refund is absolutely unheard of. I would never again purchase from this company nor would I ever recommend them to anybody!!!

  Business response

  04/05/2024

  We sincerely apologize for the unexpected delay in processing ******************** refund. We have been working diligently to get this processed and have confirmed with our ********************* that we will receive this refund check no later than 4/11. Once received, it will be shipped to the provided address with *************************** Priority shipping and will email our customer the ***** tracking information to track this refund to their door. We are also working diligently to improve our refund process for our amazing customers. We truly appreciate your time and patience.

  Customer response

  04/05/2024

   
  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

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i placed an order on 03/14/23 on journeys. the order didnt go through. instead of refunding me they took my money lol

  Business response

  03/20/2024

  We sincerely apologize for the inconvenience our customer, Nesha ***** has experienced with their canceled web order. We were able to confirm that their order was canceled before dropping to our **************** System. When placing an order, a request is sent to the customer's bank for a pending authorization for the full amount of your order. The pending authorization is released once your order is shipped out or canceled. Per our Accounting system, we are not seeing a charge for this order. Pending authorizations typically fall off in 3-5 business days. Depending on your bank and Apple's operating procedures, it *** take 3-10 business days for pending authorizations to be removed from your account. Please reach out to your financial institution to confirm any charges that *** be pending after 10 business days. We truly appreciate ****************** time and patience.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 21 2024 we paid for a pair of Ugg shoes for $74.71 from the journeys jr store in ****** **** *************************. The receipt says they would be delivered to our home within 5 days. On January 24 2024 Journeys cancelled the order because none was in stock and said I would have money back within 7-10 days. Its been almost 20 days. Thursday my wife went to the same store we bought from and showed them our receipt and they refused to refund her the money. I feel like this is the worst way to do business

  Customer response

  02/22/2024

  Have not gotten a refund or a call from them 

  Business response

  02/24/2024

  We sincerely apologize for the unexpected delay in getting our customer, **************, refunded for his canceled Special order #************. Unfortunately, we were not able to get his refund check sent out to him before we learned that a chargeback had been filed to get him taken care of instead. We sent the refund check back to accounting to be voided after receiving the update of a chargeback being filed. We are grateful he was able to get taken care of. We cannot apologize enough for not meeting continuous goal of providing our customers their refunds in a timely manner. We will continue to press towards our goal of World Class customer service with each interaction even with the unexpected changes and issues that we may encounter. After receiving his refund check from accounting, we received notice that a chargeback was filed to get him taken care of. We truly appreciate ****************** time and patience.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Filed a refund request on ******************* website:Order Number = ************ Item Purchased At = ******************* - ****** My Question = Returns/Exchanges Comment = I returned two pairs of shoes that were ordered in store since they were wrong style ****** tracking number ************). This was received in your warehouse on 12-20-23.Jan 11, **** - was contacted by their customer service (refund was issued 1/7/********* you for contacting ****************** We were able to confirm that your return has been processed. A refund of $168.38 has been issued back to your MasterCard ending in XXXX. Please allow 2-4 business days for the refund to post on your account.If you have any further questions or concerns, please feel free to contact us. Have a great day Kind regards,******************* **************** ************ I waited several weeks and then contacted customer service again. They still insisted that refund was issued, but it never posted to my credit card account. I even called Citibank to verify there was nothing pending. The refund has had ample time to be issued, but nothing is showing up. I just want to receive the refund for the merchandise that I returned.

  Business response

  02/01/2024

  Wel will reach out to this customer and ensure a refund is issued. 

  Customer response

  02/03/2024

  I would like to go ahead and close my complaint. The vendor has just posted the refund to my credit card on Jan. 31st, so the issue is resolved. Please contact me if there are any questions. Thank you!

• Initial Complaint

  01/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a pair of **************** boots on-line from Journeys. When I received them I realized they were too big. I took them to the Journeys store in *************** to exchange them. This was December 2, 2023. The sales man said he have to ship the boots because they were only available on-line. So, he asked me where to have them shipped and I requested they be sent to the store. He said theyll give me a call when they come in. I never got a call. On Dec. 16 I called the service **** to track my shipment. I was told they were sent to my house but they werent. I asked them to send to the store. Service rep said they had to do an investigation and it could take up to 10 days. I heard nothing! I called again on Dec. 28, 2023. Service Rep said they did the investigation and I should be receiving a refund check in the mail within 10 days. No check! I called again on January 16, ****. I spoke with a service rep named *****. He said I should get that refund soon. Its now January 27, and I still havent got my refund. Its starting to feel like a scam now. I paid $212.49 for these boots and I need my money back or my boots!

  Customer response

  01/30/2024

  I just want to thank BBB for your help.  The company sent me the refund check, finally. Again, thanks for your help. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company (not store) Journeys does not want to refund money or replace the item that has been stolen, they said my package was delivered an hour after it really was delivered.

  Business response

  01/20/2024

  We understand how frustrating it can be to have your package(s) stolen from your property. Whenever packages are stolen, we are typically not able to file a lost package claim as this claim is for packages that were misdelivered or still pending in ***** possession for 3 or more consecutive days. After reviewing your order notes, I see one of our **************** Representatives was able to go ahead and get **************** taken care of on 1/11/24 in the following ways: 1. refund back to original card for the ****** Samba OG Athletic Show - Big Kids - Cloud White / Core Black, 2. A replacement has been processed with exchange order #********* for the ****** Gazelle Athletic Shoe - Big Kid - Navy / Taupe in size 5. This replacement order was set up to be shipped to our ************* Journeys location in Elmhurst, **. According to *****.com, your order was delivered to this location on Friday, 1/12/24 at 2:05 PM with tracking #************. We are grateful that we were able to get this resolved for you. We truly appreciate your time and patience.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on Dec 09th for my sons Christmas gift. At the time of placing my order online, it stated that my order would be here with in 3 to 5 business days. I have reached out to customer service on several occasions. After my 3rd attempt of texting someone I was told to call the corporate number. On Dec 22nd I was told that they would expedite my order and I was placed hold so that he could get a tracking number. Since it was the Holidays he explained that it would be Wednesday no later than the end of the day when I would receive it. I called Dec 26th the following Tuesday to check the status of my order. The young lady told me that my order was scheduled to arrive on Wednesday the 27th. She said no later than the end of that day. Wednesday Dec 27th has come and gone and I still did not receive my order. I called today and spoke with *******. He said he was the supervisor and that my order was at ****** That they were preparing it to be shipped on tomorrow. I wanted to know why the many delays. He replied with something having to due with ****** However, the associates before him stated it was the Journeys store. ****** thought that a **** coupon off ***** coupon would be suffice for my 14 year old son not receiving his Christmas gift on time. I think it was the fact that he said that made it that more hurtful. He lacked common courtesy and apparently sympathy. People work to hard for their money to deal with employees like him. I called back to see if I could get a refund. The young lady said that I would need to receive an order, that is constantly be delivered but never showing up, to return instore. I don't think I would advise anyone to purchase from this especially online.

  Customer response

  01/23/2024

  What information is needed for 21068430.

  You have the name of the store with the complaint, Journeys.

  I don't understand what your asking 

  Business response

  01/25/2024

  We sincerely apologize for your experience regarding your online order ********* as well as your experience with our **************** Representative *******. After reviewing your order notes, your order was originally shipped on 12/10/23 by our fulfilling location. Unfortunately, we were not able to locate the original tracking information due to a system error. On 12/21/23, we received your package at our ***************** From the 12/21/23 through 12/29/23, we see there were several avoidable issues with communication to you regarding this order. We truly apologize for this. We will do our due diligence to get this addressed on our end to ensure this does not happen moving forward. We truly appreciate you taking the time to inform us of your experience and give us this opportunity to grow towards provided excellent customer service to each and every customer we are graced to encounter. As a thank you for your time and patience, we will be emailing you a $40.00 Journeys gift card which can be used in-store or online and will not expire. The email containing the gift card will show from ********************************************* Be sure to check your spam or junk folder if you do not see it in your primary. You can expect to receive it by the end of the day 1/25/24.

*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. ↩