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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:01/02/2024

      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 - 

      We had an two online chats with Shoe Carnival representatives on 12/7/2023 (******l) & 12/18/2023 (******).

      Our Shoe Carnival order #********* was returned via the FedEx tracking number ************. 

      We returned the Men's Nike Downshifter 12 Sustainable Running Shoes. Size 10, Color: Blk/Wht/Red.

      Our return was delivered on Friday, December 1, 2023 at 11:05 am and signed for by ******.

      We've been told by both ******* & ****** we'd have $53.35 credit already. We have nothing as of today.

      ****** *******
      ***********@gmx.com
      *** *** ****

      Business Response

      Date: 01/02/2024

      We apologize for the frustration you had with your returned order.  

      We found the original return was cancelled, which is why the refund had not been issued.  We have now issued the refund (see attachment).  Depending on your bank you should see the credit in 3-5 business days.

      We have also sent our Coaching team for our agents a note to speak with the agents involved.  It was an unusual situation with the cancellation and that was not communicated properly in order to get you a timely resolution.  

      Thank you for your patience and understanding.

    • Initial Complaint

      Date:12/06/2023

      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 placed an order on 11/21/2033 for a pair of boots and shoes. Order # *********. I did not receive the order. They contacted the carrier and they said it was delivered. They said they are not responsible for it. Therefore I am out the money I paid and the items I ordered.

      Business Response

      Date: 12/06/2023

      We apologize for the issue you had with the boots on your order. 

      While the other shoes do have a positive proof of delivery, the boots picture is unclear and does not show any identifiable location.  We have refunded the money for the boots and you should see that refund in 3-5 business days, depending on your financial institution.  

      Thank you for your patience and understanding. 

      Customer Answer

      Date: 12/07/2023

       

      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:11/15/2023

      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 made a purchase online for $186.18, order number *********. I returned the order via Fedex label that was provided by the merchant, tracking # ************. I never received a refund. I contacted them several times and they claimed the shoes were mixed up. I have a case with escalations and have heard nothing back. We sent back everything that we received. Please process the refund.

      Business Response

      Date: 11/15/2023

      We apologize for the any confusion with your return. 

      The shoes sent back to us were not the shoes punched on the order (emails from 10/19/23 & 10/23/23, photos of returned shoes attached).   We see from our cases that you said you did not receive the emails (chat transcript 11/14/23).   We have sent the shoes back to you and you should receive them shortly.   

      Thank you for your patience and understanding. 

    • Initial Complaint

      Date:10/16/2023

      Type:Sales and Advertising 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 received a promotional email from Shoe Carnival that offered $15 off, to be used in-store only. When I tried to use the offer at check-out, I was told the coupon was bogus because it began with letters, rather than numbers. I was also told I was the 4th person that day to attempt to use the same offer.
      I believe it’s a bait and switch. - that Shoe Carnival sent out a bogus promotion to get people in the store, banking on the knowledge that most of us will just go ahead and pay full price once we’re informed the coupon doesn’t work. Which I did.

      Business Response

      Date: 10/17/2023

      Hello,

      We have had the District Manger reach out to speak to you and understand that he was able to solve this issue for you.

      Thank you for your patience and understanding! 

      Customer Answer

      Date: 10/18/2023

       

      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:10/07/2023

      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 have contacted them three times via telephone and never receive the return address label. I have verified the email address several times and given them two different ones, have waited and checked junk mail and it has never arrived. I just want a full refund as promised for shoes that are lovely but too small.

      Business Response

      Date: 10/10/2023

      *****,

      We sincerely apologize for the trouble you have had with receiving a return label on order #*********. Attached is a copy of the label and we apologize for the inconvenience this has caused you.

      Thank you for your patience and understanding. Thank you for being a loyal customer with Shoe Carnival.

    • Initial Complaint

      Date:09/25/2023

      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.
      This company has been sending daily, countless promotional messages to my email address for several weeks and I can't get them to stop. I do not engage with this company. If I have, it was beyond my knowledge. I never subscribed to the emails, and it should not be upon me to unsubscribe. This company has ignored my constant emails to cease the emails. How do we get them to stop it?

      Business Response

      Date: 09/25/2023

      Good evening,

      We apologize for the issue you had removing your email from our marketing list.  We can now confirm it has been removed.   It may take 5-7 business days as our emails are pre-scheduled.   Thank you for your patience and understanding.  

    • Initial Complaint

      Date:09/22/2023

      Type:Sales and Advertising 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.
      Shoe Carnival had a ***** ***** Giveaway Sweepstakes and the last day to postmark an entry was 9/5/23. I mailed in an entry 9/5/23 and received the scratch card on 9/20/23. The postmark on the scratch card was 9/14/23 I received. I went today 9/21/23 to redeem the $3 rewards win at the *********,KY ********* St location. I was told by cashier ***** and store manager ****** the game ended. The game ended but the in store rewards are still valid. ***** said when she scanned the card it would not accept the $3 win card. ***** suggested to use a $3 shoe perk reward barcode that was already next to the cash register in order to redeem to rectify the situation. ****** said no. I asked ****** if he could do anything. I know it's only $3 but I am going to go to the BBB because I have wasted my time entering the sweep and postage. He said he couldn't do anything.

      Business Response

      Date: 09/22/2023

      We apologize for the confusion around the ***** ***** promotion.   

      This has been sent to our store management team.  We are seeing that they have reached out to you with a solution.

      Thank you for your patience and understanding and for being a Shoe Carnival customer. 

    • Initial Complaint

      Date:09/18/2023

      Type:Sales and Advertising 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 just received an email receipt about a purchase I did not make. My name is being used on an account I didn’t set up. The card used I know nothing about. This is a stolen identity issue and I need help with this on your end.

      Business Response

      Date: 09/18/2023

      We apologize for the confusion of you receiving email receipts for purchases you did not make.  

      What has happened is that the emails were generated due to the email being entered incorrectly by a customer with the same name when setting up their Shoe Perks Rewards account.  We have now removed the email from the account.  

      Thank you for your patience and understanding. 

       

    • Initial Complaint

      Date:09/18/2023

      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 order my baby some shoes on 9/12/23 on 9/13/23 they were delivered. However I didn't receive the package so I call this company just to get a email stating they can't refund or reissue my baby shoes.
      Later I contacted FedEx and I was provided a picture whether package were delivered which was not my house. A photo of ** ******** ***** and where the item was delivered will be provided in the files

      Business Response

      Date: 09/18/2023

      We apologize for the trouble you had with the delivery of your order.  

      After reviewing the proof of delivery we have done a refund on your order.   You should see the credit, depending on you bank, in 3-5 business days.  The product and shipping refunds may show separately. 

      The agent that handled this case will be coached so this does not happen going forward. 

      Thank you for you patience and understanding.

      Customer Answer

      Date: 09/18/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 2*******, and find that this resolution is satisfactory to me.




      Sincerely,



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

    • Initial Complaint

      Date:08/28/2023

      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.
      I ordered shoes through my account because I received a extra 10 dollars. So I order the shoes entered my card number and clicked on place order! It said error with payment, and I was about to submit the payment again and I got a card alert which had the amount and it said shoe carnival I checked my account and yes they had charged my card no explanation or anything I called them and all they said was 3 to 5 business days like im in the twilight zone no order no shoes that means no money from my account im really upset and they can’t blame my bank for something they did!

      Business Response

      Date: 08/28/2023

      We apologize for the confusion you had while attempting to place and order. 

      When are order is placed an authorization hold is placed on your account for the value of the order by your bank.   We do not collect funds/ settle against the hold until the merchandise is shipped.  Unfortunately, the order was declined/failed by our processor becase there was a mismatch with the payment information and the name on the account.  Our system reversed the authorization hold 3 seconds after the order failed (see attachment).  The 3-5 day timeframe you were given is the average time it takes most banks to release the hold.

      Thank you for your patience and understanding.  

       

       

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

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