Complaints

• Initial Complaint

  04/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered shoes from this company, but they sent me all the incorrect items, so I called to do a return and I sent back all four pairs of shoes and upon arrival, they only gave me a refund for one pair of shoes, and they lied saying I only put back 1 pair of shoes in the box, and I know I put all four pair of shoes in the same box. they received all four of them the order number is Order Number: XXXXXXXXX I need my refund processed for this entire order this is wrong and the tracking number for the return by fed ex is XXXXXXXXXXXX

  Business response

  05/13/2022

  Business Response We apologize for the confusion on your return. We did receive 4 pairs (in the same box), but they are from 2 different orders. The orders have a different first name, but the same address. Order XXXXXXXXX had one pair (Little Kid & Big Kid Rioo) returned and that refund has been issued. Order XXXXXXXXX is the order with the different first name. Three pairs (Little Kid & Big Kid Finn, all three pairs) were returned from this order and the credits for those have been issued as well. The other 3 pairs from order ********* (237253 Glide Step Trail-Inventor, 216118 Go Walk Arch Fit Iconic, Smile) have not been received at our Returns Center. Thank you for your patience & understanding.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Attempted to place an order online. I followed a link texted to me from SC that included a $10 off coupon. Upon getting to the website, it prompted me to log in. The current promotion was 30% off. Went to place an order for 4 pairs of shows. Got to the checkout and realized the math was wrong by $27.99. Attempted to refresh page,, log in and out. No price change. Next morning went on chat. Agent said glitch in system, please call to place order. Phone agent would not adjust price and could not tell me why computers generated math was wrong. Told me I had to place the order then he could issue me a credit. Couldn't say if back to my card or on account. I am a first time customer and was not comfortable placing an order and hoping to get my money back. Hours of chatting with agents has proven to be an absolute waste of time and I am appalled at this companies business practice. Nobody can explain the math to me. I have been blamed multiple times for the error (not sure how I caused their system to add wrong), had absolute snide replies, keep being told the only solution from corporate would have been for me to overpay. I am beyond in shock that shoe carnival believes that these are acceptable business practices and it is ok to treat a customer those way. That there is absolutely zero concern that your website miscalculated aa total, even if I end up being the only person it happened to. All of this headache because I attempted to give your company my business I apologize if the screenshots are out of order. There are a lot of them and I sure I am missing some that can be provided.

  Business response

  05/13/2022

  Business Response We apologize for the frustration you have had attempting to place an order. We have reviewed the case notes from the 4 cases about this issue. The problem arouse because the discounts that were trying to be used are ineligible to be used together. That being said, we see that the agents offered to honor the discounts if you placed the order. In order to do this you would need to place the order and then contact us with the order number. The discounts would have to be applied to the order after it is placed. When placing an order there is an authorization hold placed on the account for the amount of the order. The actual charge/settlement happens when the items are shipped. The charge/settlement in this case would be less than the authorization by the amount of the discount applied after the order is placed. Thank you for your patience and understanding.

• Initial Complaint

  04/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was ordering a pair of shoes and received a pop up that I could get $10 off my order if I subscribed to mobile text promotions so I did. I received a text back with a link that took me to the $10 off code that I could enter online or scan for in store for orders of$ 59.98 or more which the shoes I ordered were exactly 59.98 before tax or shipping. . I was ordering online so I entered the code...it showed the $10 had been adjusted off my cart total. . I used the Paypal link to tender my order and when navigated back to Shoe Carnivals site to submit, now Shoe Carnival said the $10 off code was 'invalid" and removed it. I tried it a few times and it kept saying the code was invalid. This seems deceptive to me.....hopefully its just a glitch. But I would like the $10 off my order which I placed anyway. Order number XXXXXXXXX from 4/24/2022. Email ***********@gmail.com. Thank you

  Business response

  05/09/2022

  Business Response We apologize that you had trouble using the coupon code. In researching this we see that the item you purchased was a Vans style. Unfortunately, Vans are a brand that is excluded from the promotion code that you had. As we understand your frustration, we have adjusted your order for the $10.00. You should see a credit on your account in the next several business days. Thank you for your patience and for being a Shoe Carnival customer.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 17th I ordered boots from shoecarnival.com. The boots were too small so I have continually tried to return them. They say they send me an email with the return label but I never get it!! I have tried two different emails and checked all folders! All I want is to return these boots and get my money back!

  Business response

  04/29/2022

  Business Response We apologize for the issue you have had returning your boots. We believe we have found a possible reason for the issue. The email that is in this complaint is not the same as the email that was entered on the order. In this complaint it is ****************@gmail.com while the email that was entered on the order is ****************@gmail.com (Order / attachment 1). There have been two emails sent with return labels (attachment 2), but those go to the email on the order, which has the first and last name inverted from what has been provided here. We are resending the return label email to the email address that is attached to this complaint. Thank you for your understanding and for being a Shoe Carnival customer. Please let us know if there is anything else we can do for you.

• Initial Complaint

  03/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did a return in store. They accepted the return and processed it as a credit onto my debit card. The money IS NOT THERE. My bank shows nothing pending and they don't see anything credited at all. I have tried messaging from website to customer service but nobody would answer. I have called and they just say I don't know when u will have your money back. I'm a single mom of two kids and I NEED MY $50 back ASAP. RETURN TRANSACTION ID #XXXXXXXXXXX

  Business response

  04/11/2022

  Business Response The following e-mail was sent on 3-2-2022 Dear : Thank you for taking the time to reach out to Shoe Carnival regarding your recent return. Please accept my apologies regarding the posting of that return to your account. I will be working with my sales audit team to resolve this issue for you as quickly as possible. The number that you provided us is not a transaction number unfortunately. If you could give me the transaction number at the bottom of your return receipt or provide me with the last four digits of the card that you returned the purchase on, then I can trace down where we are at with your refund. You can simply reply to me at this e-mail address. Regards, *** ***** District Manager Shoe Carnival, INC

• Initial Complaint

  03/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a pair of Lakehead Waterproof Steel Toe work boots and after two weeks of wearing the boots my husband socks began to get wet, and he didn't understand how that was happening since the boots were supposed to be waterproof.. the water never reached the rubber part of the boots but his socks continued to get wet.. we got 60 days to return the boots and because of them being defective he decided to do that but the 3 sales representative gave us the run around and refuses to return our money. They have a guarantee at the bottom of their receipt about their quality being good and if it isn't they will be delighted to return our refund for ANY reason and now they won't live up to that guarantee. We sent them pictures of the boot like they ask but you can't tell the boots are defective by looking at the pictures you have to actually put them on and get water on them to see that they are defective. We paid $89.98 and want that money returned since these boots are defective and cannot be used for their intended purposes.

  Business response

  04/01/2022

  Business Response We apologize for the trouble you had with your boot purchase and for the issue you had when tryin g to resolve it with our Customer Service Agents. There has been a refund issued (see attachment). Depending on your bank, you should see the credit in your account in 3-5 business days. We are also coaching the agents on how to handle any similar customer contacts. Thank you for your patience and thank you for being a Shoe Carnival customer.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I tried to order a pair of Columbia Omni Heat 3 boots online. They said they couldn't process the order, to try again later. I tried multiple times and even called for help. Got 3 receipts from PayPal, but apparently the order didn't go through at Shoe Carnival. The next day, I received a text offering me the boots at $62.75, and giving me an order number. I have tried for 3 days to make the purchase. They can't seem to accept any form of payment from me, they won't honor the amount in the email, etc.

  Business response

  03/09/2022

  Business Response We apologize for the inconvenience you had trying to order the Columbia boots. Looking into the issue we found that our system blocked another attempted order back on 1/17/22 that had 17 pairs of socks. This had the effect of blocking future orders as well. We are still looking into the root cause of the original block. In the meantime we have manually noted that future orders should be approved. Instead of sending a Gift Card for you inconvenience we have placed the order for you at no cost. The order number is XXXXXXXX.You should receive an order confirmation email shortly and then a shipping email when your order ships. Thank you for your patience and for being a Shoe Carnival customer. Please let us know if there is anything else we can do for you. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) The response goes above and beyond to make things right.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased shoes on Feb 16, 2022. Returned the shoes Feb 20, 2022; they weren't a good fit. I was accused of bringing back the wrong shoes. Come to find, the cashier gave me the wrong receipt. I demanded the manager review the cameras, and he complained about not having the right time, and that they do not keep receipts unless you're signed up with their rewards program. What kind of business doesn't keep bills of sale? He informed me that I can be refunded if I sign up for rewards. I was given a refund slip, and later when I checked back on my card statement, found that I was in fact double charged. Corporate can't be reached. Also when I tried going through their 'contact us' email on their website, I was informed to go back to the store to sort this issue out. I want my refund. I can't believe I'm being conned by a shoe store!

  Business response

  02/28/2022

  Business Response I have spoke with the store manager and Ms ******. We made an error at the store providing Ms ****** the incorrect receipt on the original transaction. We were able to eventually locate the correct receipt and verity the purchase when the Ms ****** returned to the store for refund. The return amount was indeed a credit to her account but hasn't been posted yet as of 2-23-22. I apologized to Ms ****** for our mistake and confirmed the return amount will be credited to her account. Ms ****** stated she would let me know once the credit shows up in her account. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) The charge for the shoes as of 2/25/2022 has been refunded.

*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. ↩