ComplaintsforGenesco Inc.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I submitted a return that I received Jan 12 (order number:********* return tracking number:***************) and I had absolutely no idea that an online return would take SIX weeks. The return isn't even free. I don't understand how it takes six weeks to process a return and if I had known this I wouldn't have gone with that option and instead opted for an in store return. This process seems absurd and completely not fair. I now supposedly have to wait until MARCH according to the sales representative to have my return processed. Not doing business here again because this is absolutely absurd.

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2022/01/22) */ We sincerely apologize for the frustration caused by the mentioned return processing time frame. Although the process for our warehouse to review and process all the returns they receive, I am grateful to report that our warehouse was able to actually process your refund on 1/19/2022 back to the payment method used on the original order #*********. Refunds can typically take up to 3-5 business days to reflect back into our customers' accounts depending on when the financial institution releases the funds back to you. We truly appreciate your time and patience.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an item on 10/13/21. On the following day (10/14/21) I returned the item for a full refund and the clerks refunded the full purchase amount to a credit card that doesn't belong to me ending in *6353. I contacted the store and they refused to help, telling me I would have to call corporate customer service. I have been fighting with them since. They refuse to contact me by any other means than email when they promise to call and keep claiming they've completed the refund and will not be doing anything else to get me my money back even though I have sent them copies of receipts, transaction records, proof of credit card numbers and bank statements to prove that I have never received the funds they returned to an incorrect card. They've in affect, stolen from me now and refuse to correct the problem.

  Business response

  11/17/2021

  Business Response /* (1000, 10, 2021/11/10) */ We sincerely apologize for Mr. ***** negative experience with our Company. We were able to speak with him today to address his concerns and provide as much clarity as we could regarding our ****** Refund process. We were able to resolve this matter with a Journeys virtual gift card for the full amount of $76.64 which will be emailed to the provided email address. We also discussed being able to redeem the gift card if ****** is able to get Mr. ***** refunded on their end at a later date. We truly appreciate Mr. *****' time and patience throughout this entire process.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  -Tuesday, October 19, 2021- Attempted to place order on https://www.journeys.com/ As I was checking out via ***** Pay, their website crashed and I did NOT authorize payment. So I re-started everything. When I got the website pulled back up, the item was still in my cart. Which has always meant that the order hasn't gone through. I proceeded to checkout, with *****Pay & everything went through. Item now no longer in cart, for notation. I then received 2 emails with 2 order #s.- -Tuesday, October 19th & Wednesday, October 20, 2021- When I contacted them via their text option, they refused to cancel the extra order that was caused by their website glitch. Now I'm being told I have to wait until it's fully processed, shipped, arrives, then I have to print a label, find a drop off location, wait for them to get the item back, wait for them to process it, then wait "2-4 weeks" to get my refund processed. Our bank account is now drained & I'm unable to purchase my medications.

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/10/20) */ We sincerely apologize Ms. ****** has had an issue with canceling the duplicate online order #*********. We were not able to cancel the package with our fulfilling location because it had already been retrieved by *****. We are working diligently to have this package returned to sender, but cannot guarantee it will update in time. We do have a few options to get Ms. ****** refunded if it is not returned to sender: 1. She may refuse the package with ***** if she is home when they are out for delivery 2. If she is not home when it is delivered, she may return the item in-store for a refund to her tender of choice or 3. If returning the item via mail with a prepaid ***** return label is necessary, we will waive the $7.95 fee and processing time frame of 2-4 weeks. We do truly appreciate Ms. ******'s time. Consumer Response /* (2000, 7, 2021/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will be returning by mail. I appreciate having the shipping fee & processing time waived. A coupon for a future purchase would be appreciated as this will be quite the time consuming process for me to return.

*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. ↩