Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2 pairs of shoes from the buyer with expedited shipping since I was going back to school overseas and my flight left early monday morning one item was suppose to get there jan 16 and the other jan 17. I went outside on the 16th and didnt see anything outside however due to the bad weather I figured they would both get delivered on the 17th the 17th came and I didnt see anything outside but ************. I contacted dsw and I was told to wait until Saturday I waited and nothing I contacted them again and was told I would receive a refund I reached out several times since then for updates via the customer service chat on my refund and I was told the same thing each time that It is processing I contacted them again today feb 3rd and was told that I had to contact my bank and that no refund was processed It has been almost a month of me getting the run around I want my money back I shouldn't have to spend money to make an international call to get in contact with my bank to file la dispute when Ive been told for almost a month I would be getting my refund.

  Customer response

  02/04/2025

  I see this is a repair issue I think there is a mistake I never received the item I would like a refund

  Business response

  02/06/2025

  Hi Francessca,
  
  Thank you for Contact DSW.  
   
  I apologize that you did not receive your most recent ************************** order, and for the customer service you received when contacting us about this issue. I hope youll find the resolution to your complaint with the attached document satisfactory.  
  
  Thank you for shopping with DSW.
  
  Sincerely,
  *****, DSW ****

  Customer response

  02/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ********** ********

• Initial Complaint

  01/26/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a pair of boots through DSW on 01/25 - I received a notification that I was charged over $200 for this transaction! I reviewed the order and it showed that two pair of boots were ordered , different sizes too (i kept two sizes in my favorites because I was indecisive about the size). i only placed ONE size in my cart but two were added. I contacted customer service about cancelling the order because it was an error through their website and they denied me. They told me I had to wait to receive the items and then drive 30+ minutes to return the items. It hadnt even been 24 hours since the purchase and its ridiculous that they cant fix an issue that their website caused. I told them it was an inconvenience to drive 30+ minutes without having a car, and their solution was to drive to a ****** I cant do that either ! ***** customer service ever !

  Business response

  01/30/2025

  Hi Monse,
  
  Thank you for Contact DSW.  
   
  I apologize that we were unable to cancel an item from your recent ************************** order, and for the customer service you received when contacting us about this issue. I hope youll find the resolution to your complaint with the attached document satisfactory.  
  
  Thank you for shopping with DSW.
  
  Sincerely,
  *****, DSW ****

• Initial Complaint

  01/24/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I order sneakers with dsw and once again they use LaserShip, a poor delivery company who sends drivers out in mini vans, the package was marked delivered and a picture shows a front door. 1. The front door isnt mine so it wasnt delivered and 2. I informed ********* to deliver my package to the back door of my house for security purposes package isnt at my house, dsw agent was extremely rude and told me to dispute the charge with Afterpay but they wont help me cause dsw said it was delivered, the dsw supervisor informed me to dispute the charge I demand that dsw refund me for my order #********** and also they change the company they use for delivery

  Business response

  01/29/2025

  Hello ******,

  Attached to this message is the proposed resolution to your inquiry. Thank you!

  Cameron - DSW

  Customer response

  01/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. I will take the refund back to my Afterpay account and I appreciate the time, I did inform lasership, the delivery service prior to leave it at the back door in a safe location but they didnt listen 

   

  thank you for the refund and help
  
  Regards,
  
  ****** ********

• Initial Complaint

  01/22/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On January 1st I ordered shoes for my sons from the DSW website. They were projected to arrive on January 5th. On the day of arrival I received a phone call from ***** claiming that my address was incomplete and the delivery attempt had to be redone after they collected my apt number from, which I provided. On January 9th another failed delivery attempt was made in which I called dsw to complain about not getting my sons shoes. They offered a small discount and instructed me to wait 24 hours to receive the shoes. If I had not received the shoes in 24 hours I was informed that I could request a no charge reorder to be sent. After waiting 24 hours I called dsw again to have a no charge reorder completed. I was informed that the no charge reorder had been placed and that I would get new shipping information in my email (this NEVER HAPPENED). On January 16th I got a notice from ***** informing me that the shoes were delivered to an address in **. I called DSW AGAIN! This time I requested a refund in which I was informed I would get an email confirming the refund had been processed but did NOT GET ANY EMAIL. I want my money back from DSW because I do not have the product I purchased.

  Business response

  01/23/2025

  Hello ********,

  Please review the attached document for the provided resolution. Thank you!

  Cameron - DSW

  Customer response

  01/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** *******

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased shoes (order #**********) in November 2024. The package was stolen or delivered to the wrong address, so I had to order a replacement. The replacement shoe was set to arrive after my event. Instead I called DSW multiple times to cancel the order all together. On December 15, 2024 I called customer service and was told my order would be cancelled. The order was not cancelled and it still arrived at my home. I went to the DSW Store in **************** on December 22, 2024 to return the shoes. I was told I would receive a refund of $66.77. To this day I have not received my refund. I have called MULTIPLE times. I have sent MULTIPLE emails to customer service. I went back to the physical location to confirm that the shoes were returned correctly. I have contacted both ***** Pay and my financial institution to find the missing refund. I sent proof of my Apple Pay and bank statements showing the last refund of $44.77 has not been processed. I spoke with ********, a customer service representative on January 2, 2025. He informed me that he would escalate my request to his manager ********* to schedule a 3-way call with my bank. Today is January 16, 2024 and I have still lot received a call back from ********* or ********. At this point I have not received a refund in over 2 months and customer service refuses to assist. This entire experience is fraudulent and I am demanding a refund or I will need to escalate these matters.

  Business response

  01/29/2025

  Hi ******,
  
  Thank you for Contact DSW.  
   
  I apologize that you have not received your recent refund from your most recent ************************** order, and for the customer service you received when contacting us about this issue. I hope youll find the resolution to your complaint with the attached document satisfactory. 
  
  Thank you for shopping with DSW.
  
  Sincerely,
  *****, DSW ****

  Customer response

  01/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. Thank you to ********* ******* who was able to refund me and make this right. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  01/14/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an online order on December 8, 2024. The order was never shipped. I contacted the merchant on December 19, 2024. The merchant confirmed the item was out of stock. She promised to send the order over to cancellations and assured me the item would be canceled within 24 hours. December 24 - The order has not been canceled. I contacted the merchant via phone. I was told the authorization was no longer pending. I explained the order was paid using a third party, Klarna and the order would need to be canceled in order to receive a refund. The agent assured me the order would be sent to their cancellations team and would be canceled within 24 hours.January 13 - Klarna says merchant has to be contacted before refund can be issued. I called DSW again. I explained the issue. I was transferred to a supervisor who once again assured me the order would be sent to their cancellations team and cancelled within 24 hours.January 14 - The order has not been canceled.

  Business response

  01/15/2025

  Hi ********,
  
  Thank you for Contact DSW.  
   
  I apologize to hear that you never got an item from your most recent ************************** order, and for the customer service that you received when contacting us about this issue. Youll find the resolution to your complaint with the word document attached.
  

  Thank you for shopping with DSW.
  
  Sincerely,
  *****, DSW Inc.

  Customer response

  01/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** ******

• Initial Complaint

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a pair of Timberlands online from DSW and when I received them, you could clearly see they were used. The bottoms of both boots were dirty and both boots had creases in the leather. The box they came in was broken and looked like a used box as well. Very dirty, very worn boots.

  Business response

  01/15/2025

  Hi *******,
  
  Thank you for Contact DSW.  
   
  I again apologize to the you received a worn item with your most recent ************************** order, and for the customer service that you received when emailing about this issue. Youll find the resolution to your complaint with the word document attached.
  Thank you for shopping with DSW.
  
  Sincerely,
  *****, DSW ****

  Customer response

  01/15/2025

  '******* *****' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  3:10 PM (58 minutes ago)
  to disputeresolution
  
  Hello,
  
  I just wanted to say that DSW sent me a new pair of boots (at no cost of course) and I am completely satisfied with the outcome. As soon as I took it to the corporate office and gave them pictures of the boots they sent me a new pair via ***** next day delivery. I am very happy with the outcome.
  
  Thank you very much for helping me in this matter!
  
  ******* *****

• Initial Complaint

  01/12/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/22/2024, I placed an order for MUK LUKS-********* Slipper (ORDER # **********). The slippers shipped directly from the Muk Luks warehouse, and when I received the slippers, I thought they looked weird and not as pictured. When I tried them on, they were not cut and sewn correctly. There was too much fabric around the heel and sides of the slippers where the fabric meets the sole of the slipper. The excess fabric meant the slippers had no structure, and they were impossible to walk in. When I tried to take several steps in them, I ended up seriously hurting my foot and ankle. I immediately contacted Muk Luks. Their response was that they wouldnt do anything and I needed to return them to DSW. So, I contacted DSW via email because I dont live near DSW and I dont think DSW should be able to deduct $8.50 from my return for mailing back and returning defective slippers that I cant safely wear. DSW **************** emailed back and said that I wouldnt be charged, and they could refund shipping charges. But, the paperwork they sent has my return marked as Quality not as expected and it shows an $8.50 tax deduction from my return value, making my return amount only $1.12. Im just wanting confirmation that Im not being deducted $8.50 for returning defective slippers? And Id like a positive confirmation that I will receive my full amount of $9.62 back when I mail the slippers back with the included shipping label?

  Business response

  01/14/2025

  Hello ******,

  I'm sorry to hear about any confusion you may have experienced when conversing with our team. I've reviewed your order and it's already notated to ensure your full refund upon your item return.

  Our customer service department are more than capable of proceeding with the full refund for your requested order given the circumstance of your purchase. Again I apologize for your overall experience. 

  Thanks again for bringing this matter to our attention. Have a wonderful day!

  Cameron - DSW

  Customer response

  01/14/2025

  Better Business Bureau:
  
  I appreciate Camerons prompt response and clarification of the situation. I accept the business's response to resolve this complaint.
  
  Kindly,
  ****** ******

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/28/2024, I placed on online show order from **************************, order number **********. The items arrived in multiple shipments on different dates. On 12/2/24 I returned 2 pairs, on 12/4/24 I returned 4 pairs. On 12/9/24 I returned 1 pair. All these returns were made at a DSW store DSW Designer Shoe Warehouse, **************************************** as per instruction from DSW that returns can be made to a store. The store does not issue an itemized receipt for returns. The do send an email acknowledging that "Weve received your return. You will receive a refund to your payment method within 7-10 business days". No refunds have been received for these returns to this date 01/07/2025. Payment originally made with Discover Card. I have made multiple phone calls, at least 3 to DSW customer service. Every time, I was promised that a refund will be processed, however, no such happened. This is extremely concerning, fraudulent business practice. They hold the goods as well as my money. I did not authorize DSW to keep my funds without paying interest rate.

  Business response

  01/09/2025

  Thank you for contacting DSW.

  Our sincerest apologies for the inconvenience caused & any delay caused in regard to your returns made on Order#**********. We understand your refund was sent to our Team that handles refunds & it wasn't automatically processed when the items were returned. We apologize for the delay it took as our team had to review the items that were returned. After review, the refund was successfully processed in the amounts of $58.65, the Reference number is: *********************** & $568.20 with Reference number: ***********************. Please allow 3-5 business days for the refund to post. If you need any further assistance, please provide the reference numbers to your Financial Institution to locate the refund details.

  Again, we apologize for any inconvenience caused & we thank you for being a VIP Member.

  Sincerely, ******* DSW Inc.

   

  Customer response

  01/18/2025

  Thank you for your help. BBB sending this complaint to DSW shoes did in fact help receive my refund back in full. I truly appreciate this. 

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ************* purse from your location in downtown ****** (*********************), where I was visiting for a wedding on October 5th. When I returned to my hotel room and picked up the purse to load it, the part where the chain attaches to the purse broke, rendering it completely useless.I had no time to return it back downtown before my flight so I brought it back home to ******* to see if I could return it, only to realize all of your locations have closed within 20 miles of me (both ********* and *******). I have tried to contact DSW, but it looks like I am unable to return this purse via mail or any other method. I was told to visit a DSW location to conduct the refund. It's unreasonable to expect that I would need to drive an hour (investing both time and gas money) to return a faulty $30 purse that broke instantly upon handling. Please have better return options for your customers, especially as you implement store closures.

  Business response

  01/07/2025

  Hello *****,

  Please review the attached document for the resolution to your inquiry. Thank you!

  Cameron - DSW

  Hello *****,
  Im sorry to hear about your previous DSW experience. We certainly dont intend to inconvenience or frustrate our Shoe Lovers in any form or fashion. 
  As you may already know, unfortunately items that are purchased in store can only be returned at any of our local DSW stores. Reason being is because of the difference within our online and local inventories as well as us not having access to the stores registers. This is the primary reason why when in contact with customer service, theyre advising you to visit a store to process the return. 
  Given your unique situation and circumstance, I can understand that its less than ideal for you to travel to the nearest store for the return. Though I cannot guarantee this option, I can attempt to contact our sales audit team to see if we can do an exception this go around and refund you the amount youre asking for ($31.86). If approved, you will receive a refund to your form of payment used on the receipt within 3-5 business days from the date of issuing. 
  If denied or theyre unable to proceed with the request, I can issue you a $30 DSW Rewards certificate to your VIP account for you to utilize on a future purchase. This way you can get something the next time you visit a DSW store or can shop and redeem online. 
  Again I apologize for any trouble this process may have caused and Ill be sure to forward the feedback to our management team as well. Have a wonderful day!
  Cameron - DSW

  Customer response

  01/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******

*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. ↩