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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:08/09/2023

      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 returned a pair of Sandals to them and they sent a return email saying refund will be process within 10 day to my
      credit card amount of $39.98
      The order number is ******** They don’t answer their emails and when I do call they said to wait until Monday for return.
      Today is Tues and nothing is showing on my credit card statement.
      I ordered from their website on July 21 and returned a few days later
      Return email was sent on July 31 saying they got back the shoes and processing return of $39.98 to my credit card

      Business Response

      Date: 08/18/2023

      We apologize for the trouble with your refund.  

      When an item is returned to our returns center it can take up to 10 business days for it to be processed and a credit issue.  Your return arrived on 7/31/23 and the refund was processed on 8/9/31, 7 business days after it arrived.  Please see attachment for confirmation of the refund. 

      Thank you for your patience and understanding.  

       

    • Initial Complaint

      Date:06/09/2023

      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 never received 4 shoes out of the 5 that was ordered. I don’t understand how a return label has been created when I never received the shoes. I have called customer service twice to resolve this issue. According to FedEx tracking package was recieve at their facility on 14 May 23. The transaction is for $141.80 and has been stuck at Memphis, TN since 14 May 2023. The FedEx tracking ID is ************ for order number *********. I just want to a refund.

      Business Response

      Date: 06/26/2023

      These items were refunded on 6/11/23, please see attachment. 

      Thank you for you patience and understanding.  

    • Initial Complaint

      Date:05/09/2023

      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.
      My shoes were stolen by FedEx and they don’t want to help me get my money back or send replacement

      Business Response

      Date: 05/09/2023

      We apologize for any confusion with your order.   

      Upon reviewing your order we have verified that there is proof of delivery from FedEx (see attachment) or follow link.  *************************************************************************************

      Since there is proof of delivery we are unable to reship or refund this order.  

      Thank you for you patience and understanding.   

       

       

      Customer Answer

      Date: 05/10/2023

       

      Complaint: ********



      I am rejecting this response because:

      Just because there’s a picture doesn’t mean the fed ex driver didn’t take it afterwards 

      Sincerely,



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

      Business Response

      Date: 05/11/2023

      Good morning,

      I am sorry you did not accept our response.  We are only able to judge by what is shown in the tracking and proof of delivery.  If you feel, as you have stated, that FedEx stole the package I would advise you to contact them to file a complaint. 

      Thank you for your understanding. 

    • Initial Complaint

      Date:05/04/2023

      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.
      I purchased 2 pair of sandals online on 4/25/23. I only received one pair of sandals. I called the shoe carnival right away, the said they would get back to me. I made several attempts to contact again when I hadn’t heard anything back from them. I called on 5/4/23 for a call that took almost an hour to complete to be told that they think I did get the shoes and that they can’t do anything for me, so go ahead and dispute with credit card, which I’ve done. Order # *********. Total charge was 29.99, 1.27 tax=31.26 total

      Business Response

      Date: 05/08/2023

      I apologize for the response to your concern about not receiving your Puma sandals.   

      I have looked at the tracking with proof of delivery photo.  Based on the photo, it looks like there is only one box in the bad that was delivered to you.  I have refunded you for the Puma Sandals, depending on your financial institution you should see your refund in 3-5 business days.   I will address this with the agents involved as you should not have had to wait for a response based on the delivery photo. 

      Thank you,


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

      Customer Answer

      Date: 05/08/2023



      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:04/27/2023

      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.
      Order # *********
      Placed online 4-10-2023
      Returned in store 4-19-2023 see attached return receipt I was emailed.
      Contacted customer service several times after the 4th time they said no record of being returned.

      Business Response

      Date: 04/27/2023

      We apologized for any confusion with your return.   

      The credit was issued from the in store return to the Debit Card ending in **** (see attachment).   The agents are not able to see in store returns or credits.   They can only see returns for orders that are sent back to our Returns Center.   

      Thank you for you patience and understanding. 

       

      Customer Answer

      Date: 04/28/2023

       

      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:03/22/2023

      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 with Shoe Carnival on 03/17/23 and immediately after placing my order, I reached out to Shoe Carnival because I had noticed that Paypal had my old shipping address on there. The Shoe Carnival Representative said no problem and that he would update the address since the shoes had not been shipped out yet. Few days later, I received a delivery confirmation email and I noticed the shoes were shipped to the incorrect address. I reached out to Shoe Carnival again and the representative apologized and said she would put in a redelivery order with the correct address. Again, a few days later, I received the confirmation email saying that the order was shipped out however, I noticed it still had the incorrect address on there. I reached back out to Shoe Carnival and was told they could not refund my money or do another redelivery. I was so confused because the mistake was made on their part multiple times. I was treated poorly on that call and the lady was very dismissal and condescending, I have been a valuable customer of this company for many years and has spent a lot of money to have been treated this way.

      Business Response

      Date: 03/24/2023

      We apologize for the issues you had with this order.   After reviewing your contacts with our agents we see that they did tell you that the address could be changed.   This was an error on the agent's part as we are not permitted to change address on PayPal orders.   In light of this we have issued a refund to your PayPal account.  

      Thank you for your patience and understanding.  

      Customer Answer

      Date: 03/29/2023

       

      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:03/16/2023

      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.
      On 2/27/23 I purchased one pairs of shoes online. My checking account was charged three times in error. The error was corrected two day later but those two extra charges caused my account to go into overdraft. As a result my bank, ******* Bank, charged me two over draft fees. Shoe Carnival is refusing to reimburse me for the overdraft fees.

      Business Response

      Date: 03/30/2023

      We apologize for the issue you had ordering.   

      In researching this case we can see that there were three attempts to place this order, which resulted in three orders.  Two of those orders were unsuccessful (orders ********* & *********) and one was successful (*********).   When an order is placed the bank places an authorization for the entire amount of the order on your account to hold the funds to be available for when the we transmit the settlement.   Shoe Carnival never had custody of those funds, we do not settle an order until the order is shipped.  Depending on your bank the failed order authorizations can take 3-5 business days to come off of your account.   Shoe Carnival manually requested the authorizations be removed as soon as we were contacted (3/2/23, see attachments).  

      Since this was not an error on our part and we never had custody of the funds from the orders in question, we are unable to provide compensation. 

      Thank you for your patience and understanding. 

       

      Customer Answer

      Date: 03/31/2023

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me.




      Sincerely,



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

    • Initial Complaint

      Date:03/13/2023

      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 purchased a shoe as a birthday gift on this website on march 5th and was charged 75$
      Order number is: ********* The order was shipped and I was received an email on Thursday 12th at 5h30pm that my package was delivered to my front door immediately went outside and no package of shoecarnival but I had other package of amazon there, went to the tracking number and see fedex delivered it to my front door with proof of picture at 5h05, I was home and the driver didn’t knock or anything, no one on this appartment lose package in 5 years, and fedex is well known to stole people package, as I can see in the delivery picture it said in big letters shoe carnival!!!
      I want a full refund for my shoe but shoecarnival told me like they don’t do refund. This is not right by any mean!
      What stop the driver from deliver the package and snap a picture and stole it as many online videos of fedex driver doing that to customer!
      Please help!

      Business Response

      Date: 03/13/2023

      We apologize that you had issues with your delivery.  

      Se have review you complaint.  Unfortunately, we are unable to provide refunds on orders that show a successful delivery, as in this case.  Please see the tracking link below for this order and the attachment showing the delivery.   If you indeed have a suspicion (as stated in your contacts on 3/11/23 and 3/12/23) that the package was taken by FedEx, you would need to contact FedEx about the issue.   

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

      Thank you for your patience and understanding. 

       

       

       

       

      Customer Answer

      Date: 03/13/2023

       

      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:02/28/2023

      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 purchased 5 pairs of shoes from Shoe Carnival the night of February 13th, 2023 in a total of $166.13. Three pairs of shoes ($22.49 each) were available for pickup the next day and the other two pairs ($45.00 each) had to be shipped. I received an email when the shoes were shipped with a link through FedEx. That same day I requested text alerts from FedEx to let me know the status of my shipment. It says the shoes arrived February 16th but I did not get any alerts until I checked my email on Sunday the 19th. By then my package was stolen. I emailed the company to let them know and asked for a refund or a reshipment of the shoes (or store credit). They told me because it was delivered to the right house they couldn't do anything and I should dispute it with my bank. I did that only for the bank to say they couldn't help either. Shoe Carnival didn't have any policy or notice that they would not help with stolen packages nor do they offer an insurance policy in the case a package is stolen.

      Business Response

      Date: 02/28/2023

      We apologize that you did not receive the items that are showing delivered. 

      As a one time courtesy, we will credit you for those items.   Depending on your bank you should see a credit on your account in 3-5 business days.  

      Thank you for your patience and understanding.  

      Customer Answer

      Date: 02/28/2023

       

      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:02/02/2023

      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.
      Transaction Date-1/20/2023
      Amount-$75.75
      Account Order No.-*********

      To Whom It May Concern:

      On January 20th, I ordered a pair of Nike Shoes. They were shipped on 1/20/23. On 1/22/23, it said my shipment had arrived. I did not receive any delivery to my shipping address. I waited a few days to see if there was maybe a delayment. I checked with my neighbors and no luck with them getting my order by mistake. On 1/27/2023, I emailed Shoe Carnival to explain the situation and they said the Supervisor said their was a match with the picture that the order was sent. The picture doesn't even show a package, just the front of a house. I would like a refund of the total amount that I paid which was $75.75. Thank you.

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

      Business Response

      Date: 02/03/2023

      We apologize for the issue you had with delivery.



      We have issued a refund on your order. Depending on your bank you should see the funds in 3-5 business days.



      We have also addressed this issue with the agents involved as the delivery picture did not show the product.



      Thank you for your patience and understanding.

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

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