Customer ReviewsforGenesco Inc.

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???!

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.

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.

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.

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.

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.

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.

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.

Saw some shoes for my daughter that we loved but they weren’t her size. Ordered from store to be shipped to my address. Took weeks. Insanely long shipping. Then they never arrived because Fedex said they delivered it when they didn’t. I open an investigation and am now told to wait for a week for the investigation team to clear the order. What a mess. I will never buy anything from ******** again.

We sincerely apologize for *** ******* frustrations caused by not receiving his order. We are grateful our customer service team was able to get him set up for a full refund in his local Journeys store on 6/17/24 to get him taken care of.

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.

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.

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.

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.

11/27/23 - I saw some boots I liked in the local Journeys store. They didn't have my size but told me that I could pay for the boots and they would be mailed to me. I paid. No boots came. 12/06/23 - I received an email from Journeys. They did not have my boots in stock, didn't know when they would get more and THEY were cancelling my order. The email said I should contact them to get a credit card refund. I called that day. 12/10/23 - Journeys "initiated" my credit card refund and told me in email that the refund "takes 7-10 business days for the approval and refund to process and 3-5 business days for the funds to return to your account." 01/15/2024 - still no refund. All that customer service does is say they will "look into this". zero stars

We sincerely apologize for the unexpected delays we have experienced regarding your refund for your canceled Special order #************. As difficult as it is to know that we've missed our goal of providing world-class customer service, we truly appreciate you taking the time to share your experience on this platform. We will continue to use all feedback to challenge us to continuously strive for the pursuit of meeting and maintaining the customer service our customers deserve. After reviewing your order notes, our customer service team was able to set you up to be refunded in our *** ****** **** location. We truly appreciate your time and patience.

My package got stolen and they do not want to replace or refund the item

We sincerely apologize for your experience. We are grateful that this has been resolved for you on 1/11/24. We truly appreciate your time and patience.