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Business Profile

Retail Shoes

Shoes.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 6 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:09/20/2022

    Type:Order Issues
    Status:
    Unanswered
    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 two pair of Deer Stag Shoes (one pair of Tribune and one pair of Times) from Shoes.com. To return them, I opened the website of Shoes.com, from whence I had purchased them, to seek directions for the return. A new webpage pulled up instead, explaining that Shoes.com is now a part of DSW.com. For return directions (for shoes bought from Shoes.com within the past thirty days), call the number listed. So, I called the number listed.An agent named ******** instructed me to include as much information as possible, such as the order number; item description; reason for return; place them in the original boxes (two shoe boxes packed into one large box); and mail them ****** to:Shoes.com Web Return ************************************************************* In addition, I had to pay $18.50 at the post office (I have the receipt).After over a month, there was no response. So, I attempted to call ********, three times, without success. On the fourth call, one of her fellow workers told me to call DSW.com, at ************. This I did. An agent there took the return tracking number, and my information, placed me hold for about twenty minutes, and then finally told me she would resolve the problem and contact me, by e-mail. She never contacted me.So, I called DSW over and over, again. Various agents there directed to call the following numbers:************ 888-233-6743 800-712-6600 ************ Some of these numbers did not work. At the others, the agents knew not what to do. Therefore, I have exhausted myself trying to verify my return parcel (obviously in *****, **), and get the refund in the amount for which I paid:$118.00 (shoes)$18.50 (mail)$136.50 (total)Wherefore, please assist me with this unethical business matter.*****************************

    Customer Answer

    Date: 10/03/2022

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:09/19/2022

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 an online purchase with Nuheel on Sept 8. 2022 in the amount of $59.98 including $19.95 expedited shipping. I havent received a confirmation with shipping info or tracking from them. I have emailed them with the email listed on their website twice and Ive had no response. There is no address or phone number listed on their website to contact them. Just an email. And I have received no merchandise that I purchased, yet, either.

    Customer Answer

    Date: 09/30/2022

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:08/22/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 on the 21st of August 2022 and wanted to cancel the order because of an out of town emergency. Called customer service and they told me I had 24 hours to cancel and they couldnt cancel the order because they ship from ***** and my 24 hours has lapsed because of time difference in *****. Finally got the rep **** reference #****** to try to submit the cancellation and he would call me tomorrow. I just opened a PayPal account, but at the time of the order I gave my debit card #. They say they work with PayPal. I dont know if this transaction applies. I just want the order cancelled and the charges reversed or refunded. I hope you can help me.

  • Initial Complaint

    Date:08/06/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Purchased Alegria shoes for $89.95 - the strap broke. Returned the shoes and was issued a gift certificate for $89.95. Tried to use the ** and could not place an online order using it. Emailed shoes.com who said to wait a few weeks to try again they were switching computer systems. tried again in a few weeks as suggested and then find out the company sold to DSW. DSW is now referring me to ************* which is no where to be found. How should I proceed?Thank you for any help recouping my $89.95.Sincerely,Loni R

    Customer Answer

    Date: 08/17/2022

    I have not heard from the business in response to my complaint.  They have not attempted to contact me.  They no longer have a website either.  Thank you, ******************* ************

  • Initial Complaint

    Date:07/26/2022

    Type:Product Issues
    Status:
    Unanswered
    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 two pair of shoes to shoes.com from order number ****** on September 30, 2021. I never got the refund back for the amount ******. Contacted my bank, they never got the refund. They said they couldnt file a dispute for some reason because it has been too long. On October 12, 2021, I contacted shoes.com, several times they make no real effort to refund my money. Then they said they can only give me a gift card which Which I refused at first because I wanted my money back. On several occasions, I have tried to contact them to get this resolved. No effort from them. Now they went silent. The last person i communicated was *****, and this is his response:***** - I have no way to refund you - either to your method of payment or a gift certificate - at this time. A gift certificate could have been provided but you declined it. A merger has just been made with DSW so any information regarding gift certificates is currently on hold. This was the last email on June 6th, 2021.I have sent 2 emails after that, no one bothered to respond. I would like to resolve this once in for all. But it seems like they dont want to refund me in any shape or form.Please help.Kind regards.

    Customer Answer

    Date: 08/06/2022

    I have not heard from the business in response to my complaint.

    I have not heard anything from the business. They have stopped communicating with me for a while now. Stating there is no way to refund my money now. This was the last email I received. Then I emailed them back with no answer. This is why I contacted BBB.

  • Initial Complaint

    Date:07/13/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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 was issued a gift certificate instead of a refund back to my credit card. Now that I was forced to keep it now Ive been trying to redeem it and they have been bought by DSW who is not reissuing gift cards on shoes.coms behalf. Ive emailed 3 times and they have not responded and its been over a month. There turn around time says theyll respond in 1-3 business days but I havent received anything. I reached out to DSW who says they have gotten those complaints but they can only give the email or link to reach out to them.

    Customer Answer

    Date: 07/24/2022

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:07/02/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a $100 shoes.com gift certificate. I went to use it this spring only to find out that shoes.com was apparently bought out by ***. I can't use my $100 gift certificate on the *** website. Shoes.com gave me no notice that they were being bought out. I have emailed shoes.com customer service 4 times about my gift certificate and they kept telling me that I would get info on my $100 gift certificate in the future. Now I get no response from my email inquiries at all. I want my $100 back.

    Customer Answer

    Date: 07/13/2022

    I have not heard from the business in response to my complaint. At all.  

  • Initial Complaint

    Date:06/25/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered 2 pairs of sneakers and paid $19.30 to return them. Original email from them stated they would provide a shipping label but then changed and said I had to pay return shipping. Proof of delivery shows they got the sneakers back on 5/19/22. I have sent several emails with proof of return and the ** number they provided. No answer. It seems they were bought out by DSW. I contacted them and they were of no help. They gave me the same phone number that was disconnected and another number to try that was a medical supply company. They said they would call me back in an hour. Never did. So now I am out about $200 of a refund due me.

    Customer Answer

    Date: 07/09/2022

    I have not heard from the business in response to my complaint. Still waiting for my credit back.  I have the proof of delivery .  DSW supposedly took Shoes.com over but they are of no help either and their customer service refers me to 2 800 numbers neither of which go anywhere. One is disconnected and one is a medical sales number. I called a brick and mortar DSW store prior to mailing the shoes back and they said they were not accepting returns from shoes.com

  • Initial Complaint

    Date:06/13/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 orders were just canceled with no reason . Shoes.com is causing so much inconvenience for me . Please ship the shoes I paid for . Terrible reputation!

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