Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My order number is ************. I purchased two belts from the Allen Edmonds online store. The items were shipped separately via *****. One belt, the Manistee Dress Belt, arrived successfully, with the tracking number ********************. However, the Crocodile Dress Belt, which has the tracking number **********************, has not arrived, even though it is marked as delivered. The tracking information shows that the shipments were sent to different addresses based on the provided photos.On January 1, 2025, I spoke with an employee named *******, who informed me that an investigation would be conducted regarding the missing belt and that I would be contacted within 10 days. Nearly a month has passed, and I have not received any communication.Additionally, I expressed my frustration about being unable to view my order details. ******* mentioned that she would assist in resolving this issue since it appeared I had two separate accounts. I created a new account after losing the password to my old one, but this issue remains ************* this point, I am requesting a refund of $402.34 for the missing belt. I have photographic evidence from ***** showing that the addresses differ. I am asking for a full refund for the missing item. If I do not receive assistance through this platform, I will need to escalate the matter and contact my bank.

  

  Business response

  01/31/2025

  After reviewing the customers ticket, we see the customer contacted us about the missing *************************/28/2024. Today we have refunded the customer back to the original for of payment. 

  Customer response

  01/31/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ******

• Initial Complaint

  01/23/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  i returned the item several weeks ago using allen edmonds customer service fed ex return label, they recieved the returned item in their warehouse and now they wont issue a refund. tried several times to speak to allen edmonds customer service people and they refused to help.

  

  Business response

  01/28/2025

  The customer has contacted us multiple times regarding the refund of order #************. The customer has been asking about the status of their return and we have previously advised that we need the return tracking number in order to verify that our warehouse received it. Once received, it can take from 2-10 business days for our warehouse to process incoming returns. The customer provided their return tracking information and we verified it has been delivered on 1/14/2025. We have processed the customer's return. 

  Customer response

  01/29/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *****

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with famous footwear and I called them the first rep said that she was going to just sent the shoe back out I explained to her that I didnt receive the shoes an I seen the photos she told me that she was not sure if it would make it to me before the funeral. And she was going to process the refund. Im not sure what going on I just need to do. I placed an order with Famous Footwear. It said that my package was delivered December 22. I did not receive it. Im not sure whats going with this photo but it looks like somebody is holding it in their hand and took a picture not by my door, not on my floor,not outside my building or anything. I reached out to these people. They told me that they were going to process a refund. I told him I dont need a refund. I just want to be able to have the shoes for the funeral I tried to come up with a plan.The lady that I talked to before told me that she was processing a refund, but then she said She was going to reach out to somebody thats higher **** I spoke with the lady that was higher up. She tried to give me just pay for a free shipment for them to go eater and I dont understand. Why would I be paying for some shoes to get to me fasterwhen I already have a parachute that I already paid for so basically what I am trying to do is just get my money back and going to go into the store because like I told the representative that I needed those shoes for a funeral and everybody else is wearing themand the lady was being very disrespectful and the way that she was speaking to me, was out of hand. I also pay extra money for these items to get to me faster and they didnt even come on time even with it saying that it was being delivered on 22 December. I just really want my money back if I had to go to the store to place those same shoes in the store Im going to do that because I cannot wait that long no 14 days for them to get back with me

  Customer response

  01/24/2025

  I placed an order with Famous Footwear. It said that my package was delivered December 22. I did not receive it. Im not sure whats going with this photo but it looks like somebody is holding it in their hand and took a picture not by my door, not on my floor,not outside my building or anything. I reached out to these people. They told me that they were going to process a refund. I told him I dont need a refund. I just want to be able to have the shoes for the funeral I tried to come up with a plan.The lady that I talked to before told me that she was processing a refund, but then she said She was going to reach out to somebody thats higher **** I spoke with the lady that was higher up. She tried to give me just pay for a free shipment for them to go eater and I dont understand. Why would I be paying for some shoes to get to me fasterwhen I already have a parachute that I already paid for so basically what I am trying to do is just get my money back and going to go into the store because like I told the representative that I needed those shoes for a funeral and everybody else is wearing themand the lady was being very disrespectful and the way that she was speaking to me, was out of hand. I also pay extra money for these items to get to me faster and they didnt even come on time even with it saying that it was being delivered on 22 December. I just really want my money back if I had to go to the store to place those same shoes in the store Im going to do that because I cannot wait that long no 14 days for them to get back with me.

  

  Business response

  01/27/2025

  The customer has contacted us multiple times about this issue. Their order was marked delivered by ***** and the customer claims they have not received it. When the customer first contacted us on 1/23/25 and spoke with a supervisor, the supervisor explained that since it is past the paid shipping timeframe (1-2 business days), that we can open a lost shipment investigation and escalate it to another team in order to do so. The customer was advised if the package could not be recovered that they would most likely be refunded instead. The customer did not want a refund since they needed the shoes for an event coming up. The customer was then advised we can help place a new order with free rush shipping to get it for them while the lost shipment investigation is going in the meantime. The customer refused that option and advised they will be disputing the charge with their bank instead. The investigation will be completed shortly and the customer will be refunded.  

  Customer response

  01/28/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had went in store 11-2-24 to buy a pair of shoes, they did not have my size so they were going to send it in the mail. I gave the employee my correct address. I received an email saying where it was going to be delivered and the address was wrong. I called the very next day 11-3-24 to try to cancel the order as it was being shipped to the wrong address. They told me they couldn't do that until it was delivered to the wrong address. So I had to wait 10 days to call them back to try to get a refund. I called them back and they said they would issue me a check for the refund. I waited weeks to receive it, nothing came. Called them back and they said they sent it to the wrong address, would send another. Waited about 10 more days, nothing came. Called them back and they said that the person never sent it and they would send another. Never received it. Called again and they apologized and said they would give me a gift card for the hassle AND send me a refund check. Never received the check and now they're saying that the gift card was the resolution which that was not agreed upon. The customer service *** said they would send me a refund as well and the gift card was an apology

  

  Business response

  01/23/2025

  Customer will receive a Refund Check within 4-6 weeks.

  Customer response

  01/24/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/19/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a **** off court for my toddler on 01/06/202 that cost $37.44. Not even a week later the inside of the sole ripped. I came back today 01/19/2025 to exchange with a receipt and the worker refused to change my son shoes. She claimed it was worn, which obviously it was, otherwise why would we have bought it? Ive purchased numerous pairs of shoes from here over the years. This by far has been the worst experience. They do not stand by their return policy. I came in with a receipt and clearly showed that there is a manufacturer issue. They were not ready or able to help me. Instead insisted the shoes are worn OBVIOUSLY.

  

  Business response

  01/21/2025

  With this being an in-store purchase we would need the receipt or 
  Date
  Transaction number 
  store number 
  reg  
  this information sent in with the shoes. We've already sent a return label to the customer for them to send back to our office for a refund.

  Customer response

  01/21/2025

  Please see attached document requested. 

  

  Business response

  01/21/2025

  We ask the customer to use the return label we emailed them and place the receipt in the box when sending in.

  Customer response

  01/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I will be sending the shoes through mail this week.
   
  Sincerely,
  
  Mirite *****

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  As stated on the ************************* site We stand behind the quality of our products and if you feel your shoes have a manufacturing defect, or if you have any questions concerning your order, please feel free to e-mail us. I have tried without success to arrange a return of a pair of boots allowing me to order the same boot, with correct sizing. As this was listed as a final sale, my initial request has been denied. The last email that I sent is dated January 8,2025:tCat ??2.0 out of 5 stars Sizing is WAY off Reviewed in the ************* on March 21, 2024 Size: 7Colour Name: Black LeatherVerified Purchase I originally purchased these *** ******* boots in a size 7. They were huge so I ordered the 6 1/2 and they were way too tight. It's hard to believe that a 1/2 size can be so different. I really loved the look of these boots and disappointed that they didn't fit.Hello, that review. (not mine) confirms my testimony that the sizing is not true-to-size, as indicated on the website for the boot description. I wonder if those very boots that tCat returned were shipped to me!? These boots fit more like a size 8. I believe that the boots I received are defective in sizing and I want to return and purchase the 6.5 or even another sized 7. I am not satisfied with a blanket no return policy for a sizing defect/discrepancy with your product. It is not working in good faith with the customer to deny a return when obviously there is a problem with the merchandise. I cant understand why I am being penalized for no fault of my own. Please reconsider your decision to not accept a return allowing me to reorder these again.Caleres Mission Statement is Our legacy is our more than 140 years of craftsmanship and our passion for fit, while our mission is to continue to inspire people to feel great feet first. Passion, Curiosity, Creativity, caring, Accountability these are the values that drive us. PLEASE HONOUR YOUR MISSION PROMISE.

  Customer response

  01/21/2025

  For clarification, the boots in question are the *** ******* ****** ***** Leather size 7 ankle boots that I purchased on the *** ******* Canada website.

  

  Business response

  01/21/2025

  
  We've issued a one time curtsey return label so the customer can return this final sale **********************. label was sent to the email that the order was placed with. Once the warehouse gets the return it can take up too 2-10 business days to processes the return and then another 2-10 business days for the funds to come back to the customer. 
  

  Customer response

  01/21/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  
   
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/12/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a $100 gift card on 12-24-24 on their website, they had a promotion to get a $20 gift card with that purchase. I never received that emailed gift card. I emailed the company on 1-5-25 to inquire about the promotional gift card. I received a response on 1-8-25 that I would receive a credit to my card in 72 hours. I have yet to receive the credit for the $20. I than went into a store to return a pair of shoes, on 1-11-25 I was told I would have to exchange the shoes instead of returning if I didn't want to lose my $15 reward credit that I had earned and a $10 gift card I used to make the purchase! I did not want to shop for another pair of shoes but I did not want to lose my credit that I had used or my gift card! I want my $20 gift card,$10 gift card and my $15 reward credit returned to my account for the total $45. The photo attached is the email from the company and the Sorel boots I want to return

  

  Business response

  01/28/2025

  The customer has contacted us today about not receiving the points in their rewards account that they were supposed to get in place of the $20 gift card. The points have no been added to their account and should be available to use in the next 72 hours. We did not see a transaction under their rewards information for the return of the Sorel boots they mentioned. As a courtesy we have added the points back for that $10 and $15 discount they had on their purchase so they can use it again on a future purchase.

  Customer response

  01/29/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** ********

• Initial Complaint

  01/11/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ********* sales promotions. I ordered four pairs of shoes during a "buy one get one at 50%" sale. Two of the pairs of shoes did not fit so I returned them. I was surprised to see less credit than I expected and the representative I spoke with said I "returned both of the 50% off pairs" and kept the full-priced ones at home. This makes no sense, I have two pairs of shoes at home and if I had just ordered those two one would have been full price and the other 50% off. I did not get to choose which ones were 50% off! One of the pairs I returned should have received a full price refund. The prices of the shoes kept and returned were exactly equal.

  Customer response

  01/13/2025

  Last name requested - it is *********

  

  Business response

  01/31/2025

  After investigating the refund amount we have refunded the corrected difference back to the customer original form of payment. 

  Customer response

  01/31/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *********

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/1/24, I ordered a pair of shoes through the LifeStride website. I paid with ******** and my incorrect address was put in for shipping. I immediately contacted the text support line to ask if I could have the shipping address changed. They said to send the new address and they would send it to the processing center. Hours went by and I never received confirmation. I tried calling, but as it was Sunday, no one was working. The following day I got an email saying they can't change the address and I can return the package once I get it and order again. I can't return a package I never receive. I called customer support, who told me that it's never possible to update a shipping address, despite the text support line misleading me to think that it was. At this point, I was outside the one hour cancellation window. I was told my only recourse is to track the package, and once it's arrived, I can file a lost package report to seek my refund. I have repeatedly asked for cancellation of the order and a refund to which no one is receptive. The customer support text line gave me wrong information resulting in this dilemma. No package has even been received by ***** at this point, and I see no reason why they can't just update my address or cancel this order due to their mistake in providing me with incorrect information. No one in customer service has been helpful on this matter.

  

  Business response

  12/05/2024

  We reached out to customer ******* ******* on 12/4/2024 again and advised her once the full shipping time frame elapses we would open a lost shipment investigation and work to make her whole.  If the package is not received she would receive a refund.  This package has not yet been delivered.

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am needing help with an incident at the Famous Footwear location in *******, ****. It was on Black Friday/ so the 29th. I was the first ****** at the register ar 10am. I had a pair of shoes a friend had boughten me, but didn't fit. When they went to refund me my shoes, they didn't give me the whole refund. It was only $48.14. I had the young gal get the manager, because they still owed me more. The shoes itself was over $70. The manager- was either not trained well enough or she was trying to do something illegal. She did agree that I was owed $32.15. But here is the crazy part. She made me BUY the shoes again for $32.15. Then she made me return them AGAIN. How is that a refund??? I DID NOT GET MY FULL REFUND. Famous footwear still owes me $32.15. I feel like I had money intentionally stolen from me. I truly believe famous footwear stole from me. This is illegal and I am demanding for my $32.15. I have a witness. My boyfriend was with **** don't know who can help me. But I would greatly appreciate any help I can get.

  

  Business response

  12/03/2024

  We are doing research on the transaction(s) and will email the customer.

  Customer response

  12/04/2024

  Caleres hasn't reached out to me yet. I need them to reach out to me. I need this settled because they owe money.

  Customer response

  12/04/2024

  Complaint: 22632357
  
  I have reviewed the business' response and am rejecting it because:
  
  Caleres hasn't emailed me. They never haven't reached out to me. They owe me money and I want it back now. 
  
  Sincerely,
  
  ***** *******

  

  Business response

  12/05/2024

  On 12/3/2024 we escalated this issue to our Customer Resolution Team.  Once our Customer resolution Team reviews this issue (which may take a few days or so) they will send the customer an email with an update on this issue.

  We need a few more days to look into/research this issue.

*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. ↩