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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:01/26/2023

      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 attempted to order shoes from Shoe Carnival, I said there was an error and could not process my order.
      So i never actually ordered the shoes. But my bank account has 8 withdrawls of of $72.13 each and 2 more withdrawals for $61.41 each. I have reached out to the company and they have not responded to me yet.
      I'm not paying 9 times for shoes I have not even ordered.
      Will you please help me resolve this issue ASAP
      Thank You

      Business Response

      Date: 02/01/2023

      Business Response
      We apologize for any confusion with your attempted orders.

      After looking at the attempts we are able to see that the orders failed due to an address verification failure.

      When an order is placed there is a authorization hold placed on accounts by the bank. They actual charges/settlements do not happen until Shoe Carnival confirms shipment of the order. We have verified that all of the authorization holds have been reversed and released by Shoe Carnival. Depending on your bank you should see this reflected in your account in 3-5 business days.

      Thank you for your patience and understanding.

      Consumer Response
      (The consumer indicated he/she ACCEPTED the response from the business.)
      That explanation should have shown on the order instead of just saying an error occurred. I understand the reason but I wish you could make that more clear on the rejected note on the order.
      Thank you for your response.

    • Initial Complaint

      Date:01/14/2023

      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.
      I ordered a pair of shoes through Shoe Carnival on January 5, 2023. Order #XXXXXXXXX. It says the package was delivered through Fedex on January 11, 2023 at 5:59 p.m. The package is nowhere to be found and I contacted Shoe Carnival for the missing package. They said they could not reship the package or refund me my money because it says it was delivered. Fedex has lost 3 of my packages since Christmas. The package was not delivered at the address specified on the order.

      Business Response

      Date: 01/30/2023

      Business Response
      We apologize for the issue you have had with your order.

      After reviewing the order and case notes we see that you paid with PayPal. When placing an order with PayPal the address on file with PayPal is automatically added to the order per our agreement with PayPal. It looks like there is no street number connected to this order as a result.

      We are unable to reship due to there not being a street number in the address. We understand how frustrating this has been for you and as a one time courtesy have refunded your order.

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

    • Initial Complaint

      Date:01/06/2023

      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.
      12/25/22 my partner and I ordered a pair of shoes as a gift to his father for Christmas. The next day, he realized that the address they were being delivered to was incorrect. He immediately called to have the address changed, but we were told only Fedex or PayPal could assist. Fedex continued to insist this must be done by the seller after trying to have the delivery returned, held, the address changed, etc. I made it very clear that we needed the address updated and after back and forth from rude reps at both Fedex and Shoe Carnival where Shoe Carnival advised Paypal would have to be in charge of changing the address or resolving the charge/refund. We did file with PayPal and Shoe Carnival argued with our complaint, showing proof the package we asked to be held had been delivered (wrong address and we contacted the home office of that apartment complex). We can't afford to be out $62.05 at all, much less when this was very clearly avoidable. Yes, we forgot to change addresses when ordering, but this happened with two companies and the other company was able to change the address and when it didn't arrive at the new address, they re-shipped our item. Until we can recover the money we lost, I intend to do whatever is necessary to either have this rectified.

      Business Response

      Date: 01/24/2023

      Business Response
      We apologize for the frustration you have had with this order.

      Unfortunately, we are not able to alter the address on a PayPal order. We are also not able to stop an order once it leaves our custody and enters the carrier system.

      As a courtesy we will provide a one-time refund in this situation. Please reply with your order number.

      Consumer Response
      (The consumer indicated he/she ACCEPTED the response from the business.)
      All we wanted from the beginning was to recover our loss. This system is incredibly problematic, so I do hope that in the future, adjustments can be made to either not accept paypal or to try to find a way to process those orders in the way that other companies do. We called another vendor after first contacting Shoe Carnival and they immediately contacted the shipping partner to change address.

      As things are, thank you for your attention and your considerations during this very stressful past month.

      Our order number is XXXXXXXXX.

    • Initial Complaint

      Date:12/24/2022

      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.
      On 12/04/22 I ordered 3 pairs of CROCS from shoe carnival. I received ONE pair of crocs, when I complained. They sent 1 picture of a bag sitting on top of an Amazon box stating I received my order. In the email they acknowledged it was sent separately. I said yes that is the ONE pair of CROCS. They told me to dispute it the credit card company. I did money returned, they tell credit card company I received shoes so I was charged again. I received one, just one pair of crocs. I want my money back for the two I did not receive $79.48
      Hi ******** *********,

      Thank you for contacting Shoe Carnival.

      I apologize. This order, XXXXXXXXX, was shipped separately. The two kids pairs were marked delivered on 12.06.22.

      FedEx provided a photo of the delivery. Can you confirm whether this is your address or not from the photo?

      Tracking with photo: https://www.fedex.com/fedextrack/?trknbr=XXXXXXXXXXXX&trkqual=XXXXX~XXXXXXXXXXXX~FDEG

      Thank you for your patience and understanding. Please let us know if there is anything else we can help you with. For immediate assistance, please call us at X-XXX-XXX-XXXX (XXXX) and our Customer Service Team would be happy to help you.


      Sincerely,

      ******

      Shoe Carnival Customer Service
      X-XXX-XXX-XXXX (XXXX)
      ***************@shoecarnival.com

      Business Response

      Date: 01/30/2023

      Business Response
      We apologize for the confusion on your order.

      There were 2 pairs shipped in one package (Little Kid & Big Kid Classic Cutie size 2 & Classic Autumn Dye Adult size 3 in one package and the CLASSIC SOLARIZED size 8 in the second).

      There is proof of delivery in both tracking links from FedEx, see below.

      https://www.fedex.com/fedextrack/?trknbr=XXXXXXXXXXXX&trkqual=XXXXX
      XXXXXXXXXXXX
      FDEG

      https://www.fedex.com/fedextrack/?trknbr=XXXXXXXXXXXX&trkqual=XXXXX
      XXXXXXXXXXXX
      FDEG

      I believe part of the confusion is that the description of one of the kid's pairs has "adult" in it. Even though there is proof of delivery we will refund the two kid's sizes as a one time courtesy. Depending on your bank you should see the credit in 3-5 business days.

      We also apologize for the delay in responding to this complaint, we only received it from the BBB on 1/16/23.

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

    • Initial Complaint

      Date:12/06/2022

      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 pair of shoes online from Shoe Carnival, this was my second pair of shoes I ordered from them in a 2 week period. When I checked my tracking it said the shoes were scheduled for December 4th. I did not check my emails again until Sunday, December 4th and noticed it stated delivered. It was delivered Saturday, December 3rd and FedEx took a picture of it outside the main door. I realized then my package was stolen and I tried to file a claim with FedEx. FedEx said because it was done through Smart shipping I could not file the claim-the shipper had to file the claim. I immediately contacted Shoe Carnival asking them to file the claim or resend the shoes because the merchandise was stolen . Shoe Carnival emailed me back on Monday, December 5th and said they cannot file the claim the customer has to do it, they also sent me the picture of the delivery. I reached out to a Shoe Carnival rep and explained I could not file a claim and took and sent a picture of the message I received, He said he would escalate it for me. I received a email later that evening stating they would not file a claim for me, I had to do it or contact my bank to dispute the charge. I called again and a different rep told me if the order is under $100 Shoe Carnival does not care and disputing would be best. Tuesday, December 6th I called my bank to dispute it and they could not because it was stolen and I needed to file a claim with FedEx. I called FedEx and tried to file the claim over the phone-they too told me that Shoe Carnival has to file the claim. I called Shoe Carnival twice asking to speak to a manager, the first time I was hung up on and the second time I spoke to a supervisor named ********. She told me I can file a claim through FedEx Smart Shipping and she was going to send me the link to my email(I verified my email address). We ended the call and she still has not sent me the link to file the claim nor did she offer to file the claim for me.

      Business Response

      Date: 01/23/2023

      Business Response
      We apologize for the delayed response. We did not receive this until 1/26/23.

      We have reviewed your case history with this order. Unfortunately, we cannot be responsible for orders after there is delivery. We will, however, as a one time courtesy, refund the order. You may see 2 refunds as the shoes and the shipping had to be processed separately. Depending on your bank, you should see the credit(s) in 3-5 business days.

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

      Consumer Response
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:10/26/2022

      Type:Customer Service 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 order number is XXXXXXXXX, I purchased 2 pair of toddler boots online 10/15. I paid via Klarna, I however did not pick the shoes up yet. I received an email from Shoe Carnival Friday 10/21: ORDER NUMBER: XXXXXXXXX Hello ****, Thanks for picking up your order. This email confirms that your shoecarnival.com order was picked up on 10-21-202210-21-2022. I called Shoe Carnival Saturday 10/22 and asked for a manager and explained to the assistant manager on duty that I did not come to pick up my order and I'm not sure why it is saying I did. What do I need to do in order to get my shoes or cancel the order. The manager informed that the shoes did show that they were listed as picked up but however they were still up front. They were physically still at the store. The assistant stated to come in on Sunday 10/23 and I can just get the shoes. Well when I went to get my order Sunday 10/23, I was informed by ****** the store manager that I need to contact customer service online since the order was placed online. I explained that my shoes are paid for and I just want to pick them up or give me a refund. She informed that she could not until I called customer services . I spoke with someone at the XXX-XXX-XXXX and was advised that I could not get my shoes nor could they issue my refund. That person online advised he needed his supervisor approval. I was told that the supervisor will give a call in 3 days to determine if I can receive a refund or my shoes. The store was right there when I was speaking with customer service and she told them that shoes were still there and she could just give them to me. I want my shoes ordered, and a full refund. That is ridiculous to take someone money and then don't give them the product nor a refund. This will be my last time EVER buying ANYTHING from Shoe Carnival.

      Business Response

      Date: 11/01/2022

      Business Response
      Contact Name and Title: ***** ****** *** DM
      Contact Phone: XXX-XXX-XXXX
      Contact Email: ******@scvl.com
      This customer is correct. I verified that no refund was issued and also we do have the shoes in-store. I got with our Omni Administrator and she has initiated a refund for this customer.

      Consumer Response
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I accept the response from the manager *** as my refund has been processed. However my whole issue was that I wanted my shoes I orders and I was totally inconvenienced by the face that the store would not give them to me nor issue me a refund so I could have gone to another location and bought them. The boots were a gift for my twin great nieces and now I'm looking other places for another pair for them. When the customer service person online could not assist me and would not allow the store to just give me the shoes that were ordered and paid for . This made me very upset and I vowed then to never buy anything else from shoe carnival. I do feel like I should be compensated for my inconvenience with a gift card or something from shoe carnival.

    • Initial Complaint

      Date:09/05/2022

      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 an tect message that stated "Save this Labor Day with $10 off + 25% off online & kicks up to 50% off!!

      Tap now ****************************************

      I found some regular priced shoes and tried to purchase them by putting them in cart and chechout, typed in billing and shipping info. One button remained, no discounts at all. I called customer svc. they told me how to add the 25% off code- which worked. Still no 10$ off at which time he in formed me that "I guess it does not work with your purchase." He would not give me his name and then hung up. The happened about 12 minutes ago at 1:25 pm Pacific time
      FALSE ADVERTISEMENT

      Business Response

      Date: 09/23/2022

      Business Response
      Hello ******,
      Thank you for bringing this issue to our attention. To better assist you, can you provide additional information with what was attempted to be purchased during this promotion? As some of our promotional offers and sales include some vendor exclusions.
      Thank You!

    • Initial Complaint

      Date:09/01/2022

      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 bought shoes online about August 16, 20022 The shoes turned out to be too big, and I returned them on August 29, 2022 via Federal Express. I called them today, and I was told that I would receive my refund in about four to six weeks. I feel that this unacceptable.

      Business Response

      Date: 09/14/2022

      Business Response
      We apologize there has been confusion on the return/exchange process for your order.

      We have reviewed all of the contacts/calls and are not hearing that an agent referenced a four to six week time frame for a refund. When a return arrives at our returns center it can take up to 10 business days for the order to be processed, but not four to six weeks.

      We also apologized for the confusion about the return labels. When a return label is generated it goes to the email address that is the customer entered on the order, which is where the multiple return labels were sent (attachment).

      We are unfortunately unable to exchange for the size requested as it is showing out of stock.

      Thank you for your patience and understanding.

    • Initial Complaint

      Date:08/31/2022

      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 8/31/22 I went to Shoe Carnival to buy some shoes. I have a disability due to a military injury where I am required to use an AFO daily to walk. When I asked about split sizes they said they only had 1 pair of male shoes on the discount rack. When I asked about a discount on buying two pairs since I'll have to mix and match I was told no. The worst part is out of the three associates there no one offered to get me the MEN'S Clearance rack split size or offer any help in anything other then saying no. No one was waiting behind me in line and it seemed like no one could offer help or solutions to my issue except "wear thicker socks on the side that doesn't have the brace". Mind you I found the two sizes I needed in the shoes I wanted as well. With 1 pair being $65 its too pricey to buy two pairs for my disability. The store should be better equipped for customers with disabilities.

      Business Response

      Date: 09/19/2022

      Business Response
      Contact Name and Title: ***** ******
      Contact Phone: XXX-XXX-XXXX
      Contact Email: *******@scvl.com
      I am happy to say that our customer, I believe is satisfied and also has given us a hand to train and perfect what we do. Thank you for letting us serve you even when situations can be a little uncomfortable to bring up.

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

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