Reviews
This profile includes reviews for Genesco Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 25 Customer Reviews
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Review fromYolanda C
Date: 12/20/2024
1 starYolanda C
Date: 12/20/2024
They charged me twice for the same thing they took my kids Christmas money
Genesco Inc.
Date: 12/26/2024
We sincerely apologize for the inconvenience caused by a system issue that led to the charge issue. We completely understand your frustrations caused. We assure you that this was not done intentionally to you or any of our other customers affected by this unforeseen issue. We've been advised any additional charges will fall off in up to 3-7 business days from the shipped date. With your order updating to shipped status on 12/19, this is expected to be by the end of the day on 12/31. We truly appreciate your time and patience.Review fromAngela J
Date: 12/19/2024
1 starAngela J
Date: 12/19/2024
I bought an item at journey's ticket back. Shot full refund plus paid more for another item that I wanted and all fees were paid in store in jerny's charge. My account for an extra charge over drafted. And I had to pay $27 extra. Because no one told me that they were gonna take money out of my account after it was paid in full at the store. Never buy anything from journey's. They double charge you and then you have to wait ten business days to get your money back.Genesco Inc.
Date: 12/28/2024
We sincerely apologize for your recent experience with our online ordering payment processes. Typically a single request is sent to our customer's bank for a pending authorization for the full amount on our customer's order. Then, once it has shipped, the pending charge will be replaced with a hard charge. Unfortunately, we recently experienced a system issue that led to our customers having a double charge which would take up to 3-7 business days to fall off their account. In an attempt to make this right, we've gone ahead and processed a $27 refund back to your original payment on 12/28/24. Please allow up to 3-5 business days to see this in your account. We truly appreciate your time and patience.Review fromAva A
Date: 10/21/2024
1 starAva A
Date: 10/21/2024
Last week, my friend and I took our kids to buy shoes at Journey, where we were greeted by a friendly sales associate. Although we told her we were just browsing, we noticed she followed us throughout the store, making all of us feel uncomfortable. Eventually, we asked her to check for the right size for my daughter, but she returned with four boxes of shoes we hadn’t requested, which felt excessive. While we appreciated her effort, it became overwhelming when she brought out items we didn’t ask for and knelt down on the floor to help us try on shoes. We didn’t need this level of assistance, and it felt invasive, especially with her so close to our personal space—particularly when one of our kids was wearing a mini skirt. This felt like harassment. We believe the store manager should ensure that employees respect customers' personal space and only offer help when requested. If this is store policy, it should be reconsidered, as customers should feel comfortable, not pressured. Although we made a purchase, this experience left us hesitant to return or recommend the store.Genesco Inc.
Date: 10/23/2024
We sincerely apologize for your unpleasant experience in our location. We truly appreciate you taking the time to inform us of your experience. It truly is this type of feedback that continues to challenge us to continue to do all that we can to equip our team on what world-class customer service does and does not embody. Our goal is to always provide each customer who enters our location to enjoy their experience in our location and if a purchase is made it is just the bonus part of the experience. We've attempted reach you via the provided email from "[email protected]" to confirm the exact store location and requested to obtain your receipt information to share with our District Manager to ensure that your experience is addressed on the store level with the appropriate store. Once we are able to confirm the store location, we will be sure to share your feedback to our District Manager to address this on the store level. We truly appreciate your time.Review fromTheresa H
Date: 09/12/2024
1 starTheresa H
Date: 09/12/2024
Placed and order on 9/11 at 8:40am cst and paid for next day air $25. Their website says orders placed before 10am cst will ship same day if next day air is selected. It is now 9/12 afternoon and it still has not shipped. They will not refund my expedited shipping cost but they did not hold up to what their website states. Horrible business practice. Will never buy shoes here again. Why would I pay $25 extra if you weren’t shipping the day of like statedGenesco Inc.
Date: 09/13/2024
We appreciate your feedback. We sincerely apologize for any inconvenience and frustrations caused by your order not shipping the same day. Our site does mentioned it will be shipped the same day if placed be 10 am in addition to the time frame being 1-2 business days not including the weekends. Great news! According to *****.com, your package is scheduled to be delivered today per tracking number ************. As a thank you, we will be processing your Next Day Air shipping fee of $24.99 today back to your original payment used on this order *********. Refunds can take up to 3-5 business days to reflect back into your account depending upon the financial institution. We truly appreciate your time and patience.Review fromAaron M
Date: 07/12/2024
1 starAaron M
Date: 07/12/2024
I ordered 3 pairs of shoes for the first time, and tried to Hold packages at A Location other than my neighborhood (porch pirates). I asked *****, they said it was the shippers responsibility. I called Journeys customer service, they blamed *****. How can a shipment be secure when a Hold at Location changes? I'm furiated with this Journeys order. I order e-commerce ALL the TIME. What???!Genesco Inc.
Date: 07/15/2024
We sincerely apologize for the inconvenience(s) caused when your two orders ********* and ********* were not received. Our customers can request for their packages to be held at a ***** location via ********* with a free ***** account. Once they've logged into their ***** account, they will go to the tracking page of the tracking number they are trying to manage. There will be a "manage delivery" option and then select the appropriate management option. Journeys and Carrier, *****, do not assume responsibility for packages that are delivered to the address on the order. However, we will be processing refunds for both orders as a one-time courtesy to get you taken care of.Review fromPaola A
Date: 07/06/2024
1 starPaola A
Date: 07/06/2024
I am writing to express my dissatisfaction with my recent order experience. I placed an order for a pair of shoes totaling $93.33, but I never received them. This behavior is unacceptable, and I am disappointed with the lack of communication and resolution from your guys end. Despite multiple attempts to contact your customer service team, I have been refused a refund or any satisfactory resolution. I expected better service and reliability. Please address this issue promptly and ensure that my order is refunded.Genesco Inc.
Date: 07/15/2024
We sincerely apologize for any inconvenience caused by your not receiving your online order #********* that ***** delivered on Wednesday7/3/24 at 2:30 PM with tracking #************. The shipping email would have been an automated email once this order was marked as shipped to the email entered on your order during checkout. We recommend that our customers check their spam and/or junk folders if they do not see this email in their primary. Journeys and our carrier, *****, do not assume responsibility for stolen packages once they have been delivered to the address entered on the order. To take care of you, we will process a refund today back to the payment used as a one-time courtesy. Please allow up to 3-5 business days for this to reflect in your account. For future orders, we recommend managing your tracking via ********* with a free ***** account to be held at your local ***** location to ensure receiving all future orders.Review fromKen C
Date: 06/22/2024
1 starKen C
Date: 06/22/2024
The company sent me two shoes for the right foot. I contacted them multiple times and they insisted I jump through hoops and send them pictures, had to give my information several times to different people, I sent the pictures and they still wanted me to wait on a shipping label, go somewhere to ship one of the shoes back, and then wait on them to send me another shoe. All they had to do was send me a left shoe to correct THEIR mistake and I wouldn't be here. Terrible customer service in a market with a lot of competition. I would have to drive about 90 miles one way to exchange them at a store, the same store that screwed it up in the first place.Genesco Inc.
Date: 06/25/2024
We sincerely apologize for the inconvenience caused by our fulfilling location providing you with two right shoes for your order #*********. We try to obtain photos of the incorrect or damaged items that our customers receive so that we can share them with our District Managers when they address the store location for the issues caused to prevent this from happening again. We will be working with our Customer Service team to provide them with education on better and more convenient options to take care of our customers whenever we have sent them the incorrect item or a damaged item. We truly appreciate your time and patience.Review fromBridget S
Date: 06/18/2024
1 starBridget S
Date: 06/18/2024
Horrible customer service, I ordered shoes in store have been waiting on the arrival apparently they were delivered by ***** and they are not responsible for missing package, that should be disclosed to customer, as now I am out of $$$ no product or no help. I have opened an investigation through ***** and now I have to wait some more, if they had mention the poor customer service after they hand the package off i would have order to pick up in store, unbelievable that such a huge company is not for their customers.Genesco Inc.
Date: 06/25/2024
We sincerely apologize for the inconvenience caused by you not receiving your package that was delivered by ***** on 6/16 with ***** tracking #************. We work with our Carrier to ensure they deliver our customers' packages to the correct address. We recommend for our customers to either manage their package via ********* with a free account to have an order held at a ***** location if there may be issues with packages being stolen as we do not assume responsibility for stolen packages. Our goal is to provide our customers with the best customer service possible. Someone will be in touch with you today, 6/25, to discuss possible resolutions to get you taken care of.Review fromTara O
Date: 04/25/2024
1 starTara O
Date: 04/25/2024
Company sent me the wrong shoe and then expected me to jump through hoops to prove the shoes were never worn. I didn't order the wrong shoe they sent the wrong shoe. I contacted the store the day the shoes were delivered to let them know they shipped the wrong shoe. They expected me to take multiple photos of the shoes and email them. It wasn't my mistake I ordered what I wanted and they sent wrong shoe. So instead of instantly sending return label to resolve the issue they required me to send photos. Any other company I dealt with made the process smooth. Shoes were for a special event and even after I sent the pictures required I was told label would take 1- 2 business days and once they show package moving they would then send my correct item. So now label won't arrive until possibly Monday since today is Thursday and they won't even ship my shoes until maybe Wednesday. No one offered to have them shipped overnight so that I could get the item I paid for and ordered correct in a timely manner. I order black vans and was sent white converse. So not even small mix up. Very disappointed with customer service and how I was treated and will never shop with them again.Genesco Inc.
Date: 04/26/2024
We sincerely apologize for any inconvenience caused by not only receiving the incorrect item but also providing us with photos of the item that was received. We request the photos to be passed along to the appropriate management to help us to address the error on the store level and to confirm the condition in which our fulfilling location sent them to you before they are placed in the Carrier's possession. We have gone ahead and processed your replacement order #********* with ***** ******* Next Day Air shipping for the inconvenience. When you have a moment, will you return the incorrect item via either of the two return labels that have been emailed to you? This typically takes up to 1-2 business days to receive not including the weekend. We truly appreciate your time and patience.Review fromBrittany m
Date: 04/09/2024
1 starBrittany m
Date: 04/09/2024
I have been a customer of journeys for years. Every single year I have purchased the exact same style of shoes for both indoor and outdoor shoes for my daughter. She likes the same shoe, so every year I order the exact same shoe in her new size for both indoor and outdoor shoes at school. I just purchased a pair a few weeks back and the teacher sent them home and said my daughter is not allowed to wear them Anymore because it’s causing her too much pain, blisters and cuts. I have never had an issue with this type of shoe before. Upon inspection when getting home I realized there is a defect in the shoes and the inner plastic piece that goes in the heel is bent out and is cutting into my daughter’s ankle. I contacted customer service and said they weren’t doing anything to help me because it’s a couple days past 30 days. We were away for a week due to a death in the family, first day back is when my daughter came home with the shoes telling me that the teacher said she has to bring in new shoes. I don’t have the money to buy brand new shoes after just buying this a few weeks back. The fact the business won’t do anything is incredibly poor customer service when I have been a customer every year for years.Genesco Inc.
Date: 04/26/2024
We sincerely apologize for any confusion and inconvenience caused by our Defective return policy. We are grateful that our Customer Service Team was able to resolve this matter for you by processing your refund on 4/14/24. We truly appreciate your time and patience.
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