Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an online order. The shoes were shipped however speaking with *** ** they have lost my package. *** ** will not allow me to file a claim because I’m not the sender. When I called shoe carnival they will not file the claim because it’s day 9 not day 10. Even though *** ** says they have lost it. Poor customer service is the best I can say. So I’m out $80 or spend another hour on the phone tomorrow trying to get it addressed. Pathetic

  Business response

  01/21/2025

  We are sorry to hear that you had issues with the delivery of your order.  We are unable to offer refunds or reshipments until the standard delivery timeframe for an order has passed.  The ***** tracking (*************************************************************************************) for the shipment shows your order was delivered on 1/19/25 at 3:23 PM.  Please let us know if you need any further assistance.

  Customer response

  01/21/2025

   
  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

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for shoe carnival online on 1/4/2025. The entire process from start to finish has been the biggest headache I have ever experienced with a company. First, my order never appeared on my shoe carnival account online, so it looked as if it didn’t exist, and I was never sent any follow up emails to update me on order status, tracking, anything. I had to make multiple calls just to follow up on where my order was as 2 shoes arrived within 2 days, but 2 other shoes took over 14 days to arrive! One of the pairs of shoes had a ripped box all over which was horrible quality and presentation, but my biggest problem with the company is that they sold and sent me a pair of shoes that looked damaged, used, dirty, and completely unacceptable in appearance. The bottoms had spray paint all over it and had gray streaks as if they were worn, and the front of the shoes had areas that were faded off or something. Customer service made me email a bunch of pictures, and said they’d get back to me in 24 hours. We’re going on 4 days now and noone reached out so I had to call yet again, come to find out that my return request was being denied with NO EXPLANATION NO ATTEMPT TO RESOLVE THE PROBLEM OR SATISFY THEIR CUSTOMERS, nothing! I am extremely disgusted and upset with the treatment and refusal to do any further follow up or to take my claims seriously and offer a solution.

  Business response

  01/16/2025

  We apologize for the issue you had with your order.   After reviewing our case notes (including the pictures sent) we are refunding your order.   The refund may show in multiple credits, but the total will be the same as your order.   Depending on your bank, you should see the refund(s) in 3 -5 business days. 

  Thank you for your patience 

  Customer response

  01/17/2025

   
  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

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/8/24 I ordered 3 pairs of shoes - one men’s pair and two girls pair. On 12/9/24 I received an email saying the men’s pair had shipped and it gave a ***** tracking number. On 12/26/24 the men’s pair was delivered and I received an email saying such and that the two girls pairs are still being processed. I thought it was strange I hadn’t received any tracking for those two pairs yet so I checked on the Shoe Carnival website and it showed my whole order as being complete! This concerned me since I had not received those two pairs of girls shoes. I called customer service and spoke to a representative named ******* He told me it was indeed strange because there was no shipping or tracking information for those two pairs. He put me on hold a more times than I can count and then asked me if I’d like the shoes resent or just a refund. I asked for them to be resent. Then after being on hold again, he tells me he can’t do anything until the tracking is investigated. Then he tried to end the call. I was confused and even more concerned so I asked how could the tracking be investigated if there was no tracking? He just kept repeating that it would be investigated and take 3-5 business days. I said never mind I’d like my money back - he said I could not have my money back so I asked to speak with a supervisor. ******* came on the line and told me the two girls pairs were delivered the same day I placed the order and an email was sent with a picture of the delivery. I never received that so ******* forwarded it to me and it was a picture of someone else’s porch. I confirmed that was not my house and ******* said he’d escalate the issue and I’d get a call back in 24-48 hours. No one called. I tried to call again on 12/27/24 and was disconnected. I just want my money back, this is awful.

  Business response

  12/30/2024

  We apologize for the issue you had with the delivery of the 2 pairs of girl's shoes on your oder.  

  We have refunded for the two pairs.  Depending on your bank, you should see the credit to your account in 3-5 business days.

  Thank you for your patience and understanding.

  Customer response

  01/02/2025

   
  ********** ********
  
  I am rejecting this response because: I have been promised a refund prior and still have not received my money back.
  
  Sincerely,
  
  ******* *****

  Business response

  01/02/2025

  The refund was transmitted on December 30th, 2024 11:***** AM CST.  See attachment. 

• Initial Complaint

  12/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered shoes from shoe carnival order date 12-14-24 total $80.20 with order number ********** The order shows it was delivered and has not been received. I checked everywhere and with neighbors. I have tried contacting shoe carnival several times and no success. This has been very frustrating and I will buy shoes somewhere else. I’m just hoping to get my money back from not receiving what I ordered.

  Business response

  12/20/2024

  We apologize for the issue you had with your order.  

  A refund was issued on 12/19/24, to refund order # **************   Depending on your financial institution you should see the refund in 3-5 business days. 

  Thank you for your patience and understanding. 

  Customer response

  12/20/2024

   
  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

  12/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made a purchase on 12/15 they were 2 pairs of boots but only received one I reached out to let them know and was told someone would reach out to help me via email .. later I received an email from ******** "We have confirmed that your order was successfully delivered to the correct address" I was so confused and that point because I never said it was delivered to the incorrect address I told them I was missing a pair of shoes I have the chat script saved... Was told they cannot offer a reshipment which is frustrating as this was suppose to be a Christmas gift.. buyer beware

  Business response

  12/18/2024

  We apologize for the confusion on our response to your contact.  

  We are showing that your order arrived in 2 separate packages, both delivered on Tuesday December 17th.  The tracking shows both packages, stacked on each other left at the residence.  

  ************************************************************************************* *************************************************************************************

  Thank you for your understanding. 

  Customer response

  12/19/2024

   
  ********** ********  
  I am rejecting this response because: I only received one of the packages not 2 packages so I don't know what to do is there anything I can do I tried contacting ***** the carrier and they directed me to the seller
  
  Sincerely,
  
  ********* ******

  Business response

  12/19/2024

  The proof of delivery for the tracking on both packages shows them delivered together, see attachments. 

  Customer response

  12/19/2024

   
  ********** ********
  
  I just spoke to my neighbor and they told me some of there packages have been stolen they have a camera and I'm thinking mine was stolen too.. I will be filing a police report as soon as possible and would appreciate your assistance with the investigation. 
  Sincerely,
  
  ********* ******

• Initial Complaint

  12/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Dec 2 I ordered 3 pairs of shoes, 2 pair were identical but different sizes a 12 and a 10.5. I received 2 tracking # one for the 2 identical pairs and 1 for the other pair. I received on pair of the identical shoes Dec 6. I emailed about the other 2 on Dec 7 after calling and waiting on the the phone for 45 minutes.On Dec 9 I received the other pair of shoes with the other tracking number. So now I have 2 tracking numbers that show delivered but only 2 pairs of shoes. So I called again and gave up after 30 minutes of waiting on hold and emailed again. I never received a response from the emails. So on Dec 13 I called and waited the 45 minutes and finally someone picked up the phone. I was put on hold 3 times and in the end I was told my case would be escalated and I would hear something within 48 hrs I did not hear anything so I called back on Dec 13 after waiting again I long time and was told the case had been escalated but there was no word. I emailed again and again no response so out of being ignored I am filing this complaint.

  Business response

  12/17/2024

  We apologize for the trouble you had receiving all of your order and for the agent dropping the ball in responding.  

  Based on the last contact we see that an agent reached out to reship your missing shoes and offered an appeasement.   Please let us know if there is anything else we can do for you.

  Thank you for your patience and understanding. 

  Customer response

  12/20/2024

  * ********** ********
  
  I am rejecting this response because:

  I RECEIVED $18.35 WHICH IS NOT WHAT IS STATED. I DID FINALLY RECEIVE THE SHOES. But I agreed to accept the reship at no charge but then I am not given the full amount of what was stated in the email . I AM deeply disappointed in your company customer service . 
  
  
  
  
  
   
  
  
  

  Business response

  12/20/2024

  The credits were issued separately, but the full amount was issued.   Please see attachment. Thank you for your response. We have created a reship of your item with expedited 2-3 business days shipping. You will receive new tracking info to your email when the item ships out. We have also appeased your order 20% ( $23.99) for the inconvenience. You will see this reflected as a refund back to your original form of payment, Visa in 3-5 business days. 
  
  
  Thank you for your patience and understanding. Please let us know if there is anything else we can help you with. For immediate assistance, please call us at ************** ****** and our Customer Service Team would be happy to help you.
  
  
  Sincerely,
  
  *******
  
  Shoe Carnival Customer Service
  ************** ****** ********************************    

  Customer response

  12/20/2024

  
  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. Although, for the record they did not issue an additional credit until I complained it was not the full amount they had stated . So their comment of issuing full credit is false as I do not have the second credit in my bank as of now but will be expecting it.
  
  Sincerely,
  ******* ****

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/14/24, I purchased a pair of Nike children's shoes for $64.07 from Shoe Carnival online. When the shoes arrived on 11/18/24, they were poorly packaged—there was no protective paper, no stuffed paper on the inside and the shoelaces were undone and messy, as if the shoes had been tried on. Since this was a gift purchase, it is embarrassing to give someone an item that looked like it had been carelessly thrown in a box. I should not have to make the product look presentable; I paid for a new item, and that’s what I expected to receive, a presentable item. I reached out to customer service to express my concerns. ***** ** ******* spoke with me earlier on 11/18/24 and reassured me multiple times that issuing a credit for the inconvenience shouldn't be a problem. After our call, I sent pictures as requested, but I received no response. ***** also mentioned that I should be contacted within an hour, and the issue would be resolved by the end of the day—neither of those things happened. I initiated another call an hour before closing and spoke with a representative who informed me the credit was declined because there was nothing wrong with the shoes. The issue was never with the quality of the shoes, but with the presentation. I requested to speak to the supervisor to obtain a name and employee #. I was transferred back to *****, who informed me that he did decline the credit. At that point, I requested a full refund and indicated my intention to return the shoes. If a company cannot take pride in how they deliver their product or offer a satisfactory resolution when poor service is rendered, that includes accountability, then your customer service model isn't about the customer. Not only was I not satisfied with this transaction, but even more annoyed ***** wasted my time. He insinuated the issue would be rectified and then turned around and declined to do anything. He didn't bother to contact me with his decision, which is unprofessional and discourteous.

  Business response

  11/19/2024

  We apologize the shoes were not sent in the condition that was expected.   

  The agent you were communicating with created a return as stated in the email that was sent on 11/18/24 (attachment 1).  There was an automated email sent to the email address on the order when the return was created with a return label.  

  Thank you for your patience. 

  Business response

  11/19/2024

  We apologize the shoes were not sent in the condition that was expected.   

  The agent you were communicating with created a return as stated in the email that was sent on 11/18/24 (attachment 1).  There was an automated email sent to the email address on the order when the return was created with a return label.  

  Thank you for your patience. 

  Customer response

  11/19/2024

  
  ********** ********
  
  I am rejecting this response because: While I appreciate the very general apology, it doesn't rectify or acknowledge anything I mentioned in the complaint. I am aware the return process was initiated, because I requested it and already mentioned that in the original complaint. I also already have the email with the return label. This response is not satisfactory; despite my complaint being valid or not to the company, it is important to me as a customer. As most, I order products for convenience. With inflation and cost rise with most products, companies should want to make sure at the very least they are delivering a quality product with a decent presentation. Regardless of the priority level my complaint has been given, it shouldn't be dismissed with the underwhelming response that was provided. 
  
  Respectfully,
  ****** ********

  Customer response

  11/19/2024

  
  ********** ********
  
  I am rejecting this response because: While I appreciate the very general apology, it doesn't rectify or acknowledge anything I mentioned in the complaint. I am aware the return process was initiated, because I requested it and already mentioned that in the original complaint. I also already have the email with the return label. This response is not satisfactory; despite my complaint being valid or not to the company, it is important to me as a customer. As most, I order products for convenience. With inflation and cost rise with most products, companies should want to make sure at the very least they are delivering a quality product with a decent presentation. Regardless of the priority level my complaint has been given, it shouldn't be dismissed with the underwhelming response that was provided. 
  
  Respectfully,
  ****** ********

• Initial Complaint

  11/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered shoes through their online website on 9/8. They claim the product was shipped on 9/12 even though the fedex tracking number they supplied me with still said awaiting carrier pickup. Several weeks later I check my email and they never sent me anything saying it was delivered. When I use their website i eventually click my way through a bunch of fluff and see they claim it was indeed delivered. Fedex tracking number is still saying the same thing 3 months later. I never signed for anything, I have cameras and never saw anything delivered either yet they won't reimburse me claiming I received the package.

  Business response

  11/14/2024

  We apologize for the confusion surrounding you not receiving your order.  

  We are showing a contact about this order on 10/24/24.  We responded the following day (10/25/24) asking for an address verification that same day in order to address the issue.  We did not receive a reply until 11/14/24, please see attachment.  We are happy to assist via that email thread or if you would like to call us at *********************

  Thank you for your patience and understanding. 

   

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order with Shoe Carnival. The billing and delivery address was **** ****** ** *** When I selected the address from the populated drop down street address bar, while making the order, I select **** ****** ** **. After the order was placed I contacted Shoe Carnival because my credit card billing address was incorrect. It said **** ****** ** **. My card was forced charged. The order should have not went threw with a incorrect address. Fedex advised only the shipper could change the shipping address. I contacted Shoe Carnival by phone on September 22, 2023 and a supervisor told me he would not contact Fedex to stop the shipment or hold the package. Nor would he provide a refund because the billing was pushed through because the Credit Card I used address is **** ****** ** ***  Shoe Carnival used Fedex economy shipping and within my Fedex account I did not have the option to hold the package at a location and use my ID to pick it up.

  Business response

  09/27/2024

  We apologize for the trouble you had with your order, *********.   While we cannot change an address once an item has shipped we do see there were unusual circumstances with the address variance.   We have refunded your payment and depending on your bank you should see the credit in 3-5 business days. 

  Thank you for your patience and understanding. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a pair of shoes from this business in mid-August 2024 for the school year. The sole of one of them started coming off after they were worn for a few days. We exchanged them for a new, identical pair on August 31st. The store kept the original receipt on this date. Unfortunately, the new pair had the same problem, this time on both shoes. The store instructed us to contact the manufacturing company. But that company is telling us that they can't help us. We are requesting Shoe Carnival needs to refund our purchase price or give us store credit for that amount, $39.98.

  Business response

  09/17/2024

  We apologize for the issue you had with your return.  

  We see that the District Manager reached out to you via Email on 9/12/24 offering a refund.   Please let us know if there is anything else you need. 

  Thank you for your patience and understanding. 

  Customer response

  09/17/2024

   
  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. I would like to thank Tara Johnson for her quick and courteous response and actions.
  
  Sincerely,
  
  ***** *******

*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. ↩