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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/29/2024

      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.
      I ordered a pair of shoes on March 24th and I got my package today the box arrived damaged and torn and inside was a pair of old shoes not what I ordered. I paid $67. I just want the shoes that I paid for and customer service won’t do anything about it

      Business Response

      Date: 03/29/2024

      We apologize for the frustration with your order.

      According to our records we were contacted on 3/28/24 via chat.  During this contact an exchange for the item was agreed to and processed.   The process for the exchange was explained and an return label was sent to the email address on the order. 

      Thank you for your patience and understanding. 

       

    • Initial Complaint

      Date:03/19/2024

      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.
      Hello. I ordered from the shoe carnival website on March 16th. I ordered 2 pair of sandals and the total was $42.79. My debit card was charged twice for this purchase, which is a total of $85.58. I need one of the charges refunded ASAP. The original card I purchased the sandals with is now deactivated because it expired in April 2024 and the bank sent me a new one, so I’m not sure if it can be refunded to the original card that is now deactivated or if you need my new card info. It’s the same card number but a different expiration date and security code. Either way, this needs to be refunded asap.

      Business Response

      Date: 03/19/2024

      We apologize for the confusion with your order. 

      We can see that there were 2 attempts to order, one failed and one was successful (attachment 1).   The failed attempt, order *********, failed with an Address Verification code.   There was not a successful authorization for this attempted order (attachment 2).   If your bank has a hold on these funds you may need to provide them with the information in attachment 2 (request ID), but Shoe Carnival does not have custody of the funds and has no hold against them. 

      Thank you for your patience and understanding. 

    • Initial Complaint

      Date:03/19/2024

      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.
      I placed an order on 3/14/24 for 130.79 order number *********….. I had to go through so many channels just to speak to someone at Fed Ex who admitted that the items was either lost or damaged since it’s not had any further movement in days. I contacted Shoe Carnival and was told they would eventually refund me but it might take longer than it should….. they didn’t even offer to reship the items after finding out that the shipper lost the items and I submitted proof of the error from fed ex, It shouldn’t take 30 days to correct the error………

      Business Response

      Date: 03/19/2024

      We apologize for any confusion with your order.  

      Your order is being send via standard shipping, which is 4-7 business days (******************************************).  The order was placed on the 14th, which makes today as the 3rd business day.  We do have to wait for the full 7 business days to lapse without delivery before actioning the order for a reshipment or refund.  If the order is not delivered by 25th we will be able to assist.  

      Thank you for your patience and understanding. 

    • Initial Complaint

      Date:03/11/2024

      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.
      Paid full price for a pair of shoes. Received them previously worn by someone and box completely destroyed

      Business Response

      Date: 03/11/2024

      We apologize for the experience you had, with shoes that were not in new condition. 

      Based on the case created via email on 3/9/24, you have been refunded for the shoes without having to return after this was escalated to our Customer Escalation Specialist team (see attachment).  Depending on your bank, you should see the refund in 3-5 business days.

      Thank you for your patience and understanding. 

       

    • Initial Complaint

      Date:02/12/2024

      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.
      I purchased 2 new shoes from shoecarnival.com online website in November 2023. When I received them, I noticed both pairs were dirty. One pair was covered in hair. These were clearly used shoes. Shoe carnival offered an exchange, where I would need to ship them back (they did not offer any kind of pick up options). I waited a few weeks and received the new shoes. These also had clear signs of previous use. Dirt, marks, and other signs that they were heavily used. I sent these back same as before, again no pick up options so I had to go out of my way to return. I have now received the 3rd shipment. Again, used shoes.
      Its been 3 months since Ive ordered the new shoes, and have not yet received them.

      Business Response

      Date: 02/12/2024

      We apologize for the issues you had when you ordered shoes.   We have directed our service team to issue a refund without requiting that the items be sent back.  

      Thank you

    • Initial Complaint

      Date:02/04/2024

      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.
      On the evening of 02/02/24, I purchased a pair of mens sandals from Shoe Carnival store #: *** in **** *****. Upon leaving the store, I inspected my receipt and noticed that I was charged for a Make a Wish donation in the amount of $0.94, which I did not authorize. I’m not at all sure why the employee would have arbitrarily charged me for this donation. The actions of the employee are both unethical and fraudulent in nature. I’ve attached the corresponding receipt and have provided other details below.

      Store #: *** Trans #: ****** Cashier #: *** Date: 02/02/24
      Time: 5:38 p.m.

      Business Response

      Date: 02/20/2024

      We apologize for the issue you had in store with the round-up.   Our District Manger for this store has been trying to reach you since 2/2/24.   Please reach out to the District Manger should you need to discuss this any further. 

      Thank you for your patience and understanding. 

      Customer Answer

      Date: 02/21/2024



      Complaint: ********



      I am rejecting this response because I have not received any such calls from the District Manager. I’ve only received communication, albeit uninformed, from customer service agents. I would love for the District Manager to follow up with me via email.




      Sincerely,
      **** *******

      Business Response

      Date: 02/21/2024

      The attachments on the first response are emails from when the District Manager followed up after being unable to connect via phone (2/2/24 & 2/19/24).  Please respond to either of those to connect with the District Manger.

      Customer Answer

      Date: 02/22/2024



      Complaint: ********



      I am rejecting this response because I’ve responded to one of the prior emails requesting for confirmation/update to my refund and have not received a response.



      Sincerely,



      **** *******

    • Initial Complaint

      Date:01/29/2024

      Type:Service or Repair 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.
      Daily, I receive multiple “emails” from
      Shoe Carnival. Despite never subscribing to Shoe Carnival emails, & my multiple written requests in 2023 & 2024 (last year & this year) to Shoe Carnival, I continue to receive multiple emails everyday from Shoe Carnival, & I have had it! It is the one company that will not stop sending me emails that I have requested to stop.

      Business Response

      Date: 01/29/2024

      We apologized for the issue you have experienced in trying to unsubscribe from Marketing Emails.  Your email address has been removed from our send list.  It can take up to 10 days for emails to stop as they are scheduled ahead of the planned send time.  After that the only emails you should receive from Shoe Carnival are those triggered by a purchase (Order Confirmation, Shipping, etc.).  

      Thank you for you patience and understanding. 

    • Initial Complaint

      Date:01/29/2024

      Type:Billing 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.
      My credit card was stolen and someone purchased shoes with my card . Shoe carnival refuses to refund me !!

      Business Response

      Date: 01/29/2024

      In researching this complaint we have found a contact where we were not told this was an order placed with a stolen card, we were told the order was not delivered (attachment 1).   The request for a refund on this was denied since there is a proof of delivery for each of the items on the order (attachments 2 & 3).  

    • Initial Complaint

      Date:01/14/2024

      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.
      I bought boots online at shoe carnival. They were low quality and I returned them via Fedex their shipping label.
      My money was not returned and I filed a complaint with PayPal since I need a refund for the merchandise returned.
      They responded with some BS how I have to close a claim first. Never heard of anything like this since at this point the claim wasn't escalated. NOW it is. I responded saying since you received the merchandise I need a refund asap. Silence from them.
      FRAUD. I will never do business with them again and now this is in escalation. The worst customer service ever. They went against their own return policy. So let me get this straight you think you can keep my money for merchandise I returned. It's disgusting!

      Business Response

      Date: 01/15/2024

      We apologized for the issue you are having with your return.  

      What you were told is accurate. PayPal does not allow any actions on an account from a merchant if there is an active claim about that merchant.  The claim must be closed before a refund can be issues. 

      Thank you for your patience and understanding.  

       

    • Initial Complaint

      Date:01/04/2024

      Type:Product 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.
      My daughter received a defective pair of shoes from this company as a Christmas present from her aunt.
      I called the customer service number and asked for them to send me a replacement pair and a return label since my daughter is very upset about the balls falling off the boots after 1 wear.

      They told me to send photos to a email and when they approve the replacement request from the pictures I would get a label. They approved it, and said they sent a label and they did NOT. I have emailed them back on 3 different days to say I didn't get a label STILL. they have completely ghosted me. I WANT MY REPLACEMENT LABEL NOW, but how can I even trust this shady company to send me new boots after they receive mine.

      Business Response

      Date: 01/19/2024

      We apologize with the issue you had with your return label.

      The label was sent out twice, once for each time we were contacted.  We see that the replacement is showing delivered at 1/18/24 (see attachment). 

      Thank you for your patience and understanding. 

       

       

      Customer Answer

      Date: 01/22/2024

      I'd still never do business with the company ever again. They obviously sent me someone else's returned boots that were damaged because the balls on the boot were open with no stuffing inside if them



      Sincerely,



      **** ****

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

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