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Business Profile

Retail Shoes

Shoe Carnival, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Shoe Carnival, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Shoe Carnival, Inc. has 60 locations, listed below.

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    Customer Complaints Summary

    • 72 total complaints in the last 3 years.
    • 23 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/09/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered two pairs of shoes for my daughter online with shoe carnival (Birkenstock Boston Soft clog/taupe size 7-7.5-$169.99 & adidas grand court 2.0 blk/white size 6.5 $74.99) on 6/22/25 totaling w/tax and shipping $265.19 using my ******* *** **** credit card. the items have sat at various postal locations for 4-6 days at a time. I have made over 8 requests with an agent online to assist with locating my order as well as 2 calls only to be told issue would be escalated to management and I would be contacted in which I never have been and package has sat in St. Louis for 4 days now and still no ETA. Even when I asked for a refund so I could go buy elsewhere I am told one cannot be issues without forwarding request to management to escalate and they will contact me. No one has. Now when I get online to speak to an agent after I put my order # in it automatically tells me no agents are available. I don't know what to do and I bought these shoes for my daughter for school and cannot afford another $265 to purchase. I have called *** ** who has been no help either. Please someone help me. I don't know what else to do. This is so not right.

      Business Response

      Date: 07/09/2025

      Hello,

      We are sorry to hear about the issues with receiving your order and receiving a resolution from customer service.  Someone from our customer service team was able to connect with you earlier today and return order # ************* was processed.  A refund for the total amount of $265.19 has been processed back to your card ending in ****.  Please let us know if there is anything else we can do to assist.

       

      Thank you,

      Shoe Carnival

      Customer Answer

      Date: 07/09/2025

      The reason I rejected the response was due to the method of payment they apparently issued credit to is not any card of mine and I even confirmed when on the phone with shoe carnival the card ended in **** m***** card. So now where is my money going? I have no idea what that card is they issued 265.19 to and there is no pending credit to my ******* *** ****** card I used to pay for items. 

      Business Response

      Date: 07/09/2025

      Hello,

      The refund was processed back to the form of payment used on the original order.  Attached is a screenshot from the order confirmation email you received after placing order ********* showing the order was placed using M*****card ending in ****.  Also attached is a screenshot showing that the authorization hold and settled charge for order ********* on the M*****card ending in ****, and the refund for return order ************* processed back to this same card.

       

      Thank you,

      Shoe Carnival

    • Initial Complaint

      Date:07/07/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a pair of shoes for my son from Shoe Carnival. The shoes arrived and they were too big. I immediately ordered a second pair in the smaller size as we were traveling and I needed them before we left. The expected delivery date came and went and I had not received the shoes. I checked the tracking info and they were still in transit. I have been following the tracking on the item until one day about a week ago, it changed to “delivered” as of 6/21. I never received this package - and no one delivered to my home within a 5 day period on either side. I reached out to shoe carnival who said they have confirmation that the package was delivered and forwarded me the tracking info stating “delivered”. They said they could not help. I contacted *** ** and was told that Shoe Carnival shipped with economy ground shipping and the package was left at a PO Box at the post office in ******* **. i do not own a PO Box. (Mind you - the first order arrived at my house).
      *** ** said to contact ****. **** said they have no record of a delivery and the process is for the shipper to contact economy ground as it is a separate service and they should be aware of how to handle this situation. I relayed this info to Shoe carnival and they continue to send me an email that they refuse to refund me because it was delivered. I am getting the run around from all 3 parties involved. I want a refund as they did not deliver the package that i paid for.

      Business Response

      Date: 07/08/2025

      Hello,

      We are sorry to hear that your order was not received even though ***** had marked the package as delivered.  It appears that either ***** or **** has returned the package to sender, as this was just received back to our Return Center.  Return order ******** was processed to refund you back the total order amount of $40.41.  Please allow up to 3-5 business days for this refund to reflect in your account pending your banking institution.  Let us know if there is anything else we can do to assist.

       

      Thank you,

      Shoe Carnival

      Customer Answer

      Date: 07/08/2025



      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

      Date:06/30/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered shoes I fill my house address, they shoes were delivered to an unknown location, not my home address, I call them to ask why customer service told me that I had given them this address and the billing address as my home address??? They refused to answer how did I place an order to my home address and went somewhere else, I waited 37 minutes to speak to a customer service supervisor after waiting they hung up the phone, how does this company conduct business?

      Business Response

      Date: 06/30/2025

      Hello,

      We are sorry to hear that there was an issue with the shipping address entered for your order.  We have processed return order # ******** to refund the amount of $65.71 back to your Klarna account.  Please let us know if there is anything else we can assist you with.

       

      Thank you,

      Shoe Carnival

    • Initial Complaint

      Date:06/05/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Placed an order for 3 pairs of shoes !!! The shoes are marked as delivered there is nothing here !!! I believe they delivered it all to the wrong place because there is ** and ** and *** at the end of the streets!!!! I walked to those 2 other streets and checked there’s nothing there !!!!! I’m furious !!! How does this happen when I gave proper adress !!! Does GPS not exist now a days ??? These shoes were meant to be worn tomorrow morning for my kids and myself graduation ceremony !!! Now I’m left without the shoes and without the funds!!! Extremely inconvenient !! I need this resolved !! Customer service is not helping at all.

      Business Response

      Date: 06/05/2025

      Hello,

      We are sorry to hear about any issues with your order.  However, the proof of delivery provided by each of the drivers shows each of the three deliveries left at the same location that matches the delivery address provided on the order: **** * *** **** **** ******** ** *****.  Please see the attached proof of delivery photos and the image of the address from ****** Maps.  Therefore this order was successfully delivered and we are not able to offer a refund at this time.

       

      Thank you,

      Shoe Carnival

      Customer Answer

      Date: 06/05/2025



      Complaint: ********



      I am rejecting this response because:
      AS STATED THERE IS AN *** THAT I LIVE ON AND ** AND ** STREET AS WELL !!!!  The following picture upon checking was delivered on *** **** ** when arriving and ringing the doorbell they said they never received anything at their home !!!! MY ITEMS WERE NEVER DELIVERED TO MY HOME… there’s been so many instances with **** **** that they deliver to the incorrect *** **** ****** !!!  Mine is *** NOT C****


      Sincerely,



      ****** *****

      Business Response

      Date: 06/05/2025

      We are unable to provide a refund on this order.  The Proof of delivery photo match not just the number of the street address, as well as the brickwork and door colors when verified via an online address search. 

    • Initial Complaint

      Date:06/04/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Missing Package. Would like a resolution asap. I am writing about an order I did not receive. I am being told that the order was delivered to my address and that I should have received a picture at the time it was delivered which I did not. I am only now receiving the picture on 6/3/2025 ONLY because i repeatedly complained about this order, they claim it was “delivered and received” on 5/31/2025. I have looked around my residence and spoken with family members and all of them have said that they did not get it. The delivery photo shows my doorstep which is what theyre trying to use against me but i DID NOT RECEIVE IT. I completely understand that due to policy options are limited as delivery confirmation exists, but I find it absurd that I was charged for an item I did not receive. I would like for a full refund to be processed asap.

      Business Response

      Date: 06/04/2025

      Hello,

      Return order # ******** has been processed to refund the amount of $69.54 back to the card ending in ****.

      Thank you,

      Shoe Carnival

    • Initial Complaint

      Date:06/03/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order is marked as delivered there is nothing here !!! This was a gift that I was taking overseas , leaving early morning 6/4/25 !!!! There is an image, I have no idea where that is, contacted customer service they are no help!!!!

      Business Response

      Date: 06/03/2025


      ******* ************ *****Hello,

      Return order # ******** has been processed to refund the amount of $152.09 back to card ending in ****.

       

      Thank you,

      Shoe Carnival

      Customer Answer

      Date: 06/04/2025



      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

      Date:05/21/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered four pairs of shoes online from Shoe Carnival on 5-17-2025. Order total $216.19, order number *********. On 5-20-2025 I received delivery notification that included a picture of the package that was placed in the mailbox area, located inside, of my apartment building. However, when I got home from work later that day, my package was not there. I contacted my apartment manager about the issue and asked if they could view the footage from the surveillance camera so that they could possibly identify the individual who took my package. The apartment manager informed me that even though surveillance cameras are in place on the property, there is no live feed from any of the cameras. They were pretty much there "for show" and that they couldn't provide me with any footage. She suggested I contact Shoe Carnival and tell them about the issue. On 5-21-2025 I called Shoe Carnival's customer service and was told by the representative per Shoe Carnival's missing/stolen policy, they could not provide me with either a refund or have my order re-issued, since the package was delivered to the correct mailing address. So, now I have no shoes and I'm out the $216.19 that I paid for the order. This is not acceptable and I request to be refunded $216.19.

      Business Response

      Date: 05/21/2025

      Hello,

      Regarding Shoe Carnival Order # *********, one item (Minley, size 11M) is still in transit and has yet to be delivered.  ***** Tracking ID ************.

      For the other three items that were marked delivered under Tracking ID ************ that were not received, refund order ******** has been processed.  A refund credit of $177.27 is being processed back to the card ending in ****.

      Please let us know if there is anything further we can do to assist.

       

      Thank you,

      Shoe Carnival

      Customer Answer

      Date: 05/21/2025



      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

      Date:05/21/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Subject: Urgent: Missing Package – Request for Resolution

      Dear shoe, carnival,

      I am writing to follow up regarding the item I ordered that has not been received, despite your delivery records showing it was delivered to my address.

      I have thoroughly checked my property and spoken with multiple neighbors, and unfortunately, no one has received the package on my behalf. The delivery photo may indicate the package was left at my address, but it is clear the item was either delivered incorrectly or taken before I could retrieve it.

      I understand your policy may be limited when a delivery confirmation exists, but as a customer, I find it unreasonable to be charged for a product I did not receive. I am requesting either a replacement item be sent or a full refund issued as soon as possible.

      Please advise on the next steps. I look forward to your prompt response and a fair resolution.

      Best regards,
      ******* ********

      Business Response

      Date: 05/21/2025

      Hello,

      Refund order # ******** has been processed.  The order total $95.21 is being credited back to the card ending in ****.

      Thank you.

    • Initial Complaint

      Date:02/28/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      12/07/2024
      ORDER ******* *********

      I live on a rural road and this package and another were delivered beside my mailbox, essentially right beside the road. This mailbox is about 100 yds from my house and I can only see the very top from my house. Of course neither package was there when I went to get them.

      I contacted both companies. The other company, whose item was much more expensive, made me whole with no problems. I have made several attempts to get Shoe Carnival to give me a refund. All they’ve done so far is to look at ******* records and repeat to me that it was delivered. That doesn’t mean that I actually received the package.

      I made a complaint with ***** , but I can’t receive a refund from them. It has to be the shipper - Shoe Carnival. I don’t understand why a company as large as Shoe Carnival wouldn’t refund my money and then file their own claim with *****. I think I deserve a refund.

      Business Response

      Date: 03/03/2025

      Hello,

      We are sorry to hear that your order was not received.  Return order # ******** has been processed to refund the amount of $74.19 back to your ****** account.

      Thank you.

      Customer Answer

      Date: 03/05/2025



      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.



      I don’t think it should have taken my going to this level. Hopefully they’ll improve in the future. 


      Sincerely,



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

    • Initial Complaint

      Date:02/11/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ***** *********

      Upon receiving my daughter’s shoes. I started to donate all of her old ones to literally find out shoe carnival sent me 2 left shoes in 2 different sizes! Leaving my daughter NO shoes to go to school in! So I was running to the dollar general at the last second to send her to school in something. I expect this to be fixed immediately. I also expect some form of compensation as I’m running to the dollar store having to spend extra money!!! This is utterly UNACCEPTABLE!!!! Your employee had literally 1 job!

      Business Response

      Date: 02/11/2025

      We apologize that you received 2 left shoes and know that causes an inconvenience.  

      We see that you contacted us about this on 2/10/25 and an agent created an exchange to address the issue.  The replacement pair will be sent after the original one is received and processed at our returns center.  

      We are able to offer you 20% off of your next order.   We have noted this in your account and you would just need to let us know you have placed an order.   We will then to an adjustment to the order and it would then settle for less than the authorization amount. 

      Thank you for your patience and understanding. 

      Customer Answer

      Date: 02/11/2025



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



      I am rejecting this response because: I had to already buy my daughter another pair of shoes. So I need a refund. 



      Sincerely,



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

      Business Response

      Date: 02/11/2025

      We are able too cancel the exchange you requested and then initiate a return instead.    You will need to contact Customer Service via phone at ************ ******* chat via the site, or email at ****************ShoeCarnival.com if you choose to cancel the exchange and do a return.  

      Customer Answer

      Date: 02/12/2025



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



      I am rejecting this response because: yet again not my fault but I have to do the work y’all could have done in the first place? It is not my fault your workers failed to do their job in the first place. I will not call again to spend hours on the phone with a sick throwing up child in the background. So yet you still have failed to come up with a resolution, knowing you have a work around, but want the customer to do the work when the customer did nothing wrong but receive a faulty/inadequate item. I would like to know who orders 2 left shoes only and not only that but 2 different sizes when CLEARLY that’s not what I paid for!



      Sincerely,


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

      Business Response

      Date: 02/12/2025

      We are sorry that the solution does not meet your approval.   We are only able to offer an exchange or return and are not able to process either of those options without the shoes being sent back.  We are still offering a discount of 20% on a future order. 

      Thank you for your understanding.

      Customer Answer

      Date: 02/12/2025



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



      I am rejecting this response because: they won’t give a shipping label to send the shoes back for refund. 



      Sincerely,



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

      Business Response

      Date: 02/12/2025

      A prepaid return label was created and emailed on 2/10/25, when the exchange was created.  It was sent to the email on the order ************************), see attachment 1.  

      This is a link to the label included in the email:

      https*****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

      Should you not be able to access the link I have included the label as attachment 2.

       

      Customer Answer

      Date: 02/13/2025



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



      I am rejecting this response because:

      This is not a label for a refund only replacement. Once the label is fixed for a refund I’ll gladly send them back. We got new shoes from *******. As I won’t risk this huge mistake happening again due to your facilities negligence. 

      Sincerely,



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

      Business Response

      Date: 02/13/2025

      As stated previously, you may change your mind and cancel the exchange and do a return.  In order to do that please contact us at ************** ***** via email at ****************ShoeCarnival.com, or via chat on our site (available on the customer service page).

      Thank you

      Customer Answer

      Date: 02/13/2025



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



      I am rejecting this response because:

      Business is neglecting to resolve the issues and never issued any form of apology or money back even with returning the shoes that can absolutely not be used, I will still not receive my money back. 

      Sincerely,



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

      Business Response

      Date: 02/13/2025

      We did apologize in the first response, please see first response below.    We have also offered a refund once the shoes have been returned.   The current exchange would need to be canceled and a return created in it's place.  That may be done by contacting an agent via phone at ******************* emailing ****************ShoeCarnival.com, or going to the Customer Service page on the site and connecting via chat.   

      Thank you

      This message originally read on 2/13/2025
      We apologize that you received 2 left shoes and know that causes an inconvenience.  
      We see that you contacted us about this on 2/10/25 and an agent created an exchange to address the issue.  The replacement pair will be sent after the original one is received and processed at our returns center.  
      We are able to offer you 20% off of your next order.   We have noted this in your account and you would just need to let us know you have placed an order.   We will then to an adjustment to the order and it would then settle for less than the authorization amount. 
      Thank you for your patience and understanding. 

       

    Shoe Carnival, Inc. is NOT a BBB Accredited Business.

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