Complaints

This profile includes complaints for Caleres Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Caleres Inc.

  8300 Maryland Ave Saint Louis, MO 63105-3645

  
• 

  Famous Footwear

  7620 Voice Of America Dr West Chester, OH 45069-2794

• 

  Caleres Inc.

  18675 E 39th St S Ste H Independence, MO 64057

• 

  Famous Footwear

  800 E Dimond Blvd # 106 Anchorage, AK 99515

• 

  Caleres Inc.

  San Jose Oakridge Mall 157 Blossom Hill Road San Jose, CA 95123

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.

• Initial Complaint

  Date:05/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 on MAY 25, 2025. I was charged twice I have tried to call and email customer service to no avail. Then I received emails saying they could not order. The money is still on hold with my bank for 2 transactions and no shoes

  

  Business Response

  Date: 06/02/2025

  The customer has emailed into us a couple of times regarding this issue but we do not have a record of them calling in at this time. We see that there were two identical orders placed under the customer's information, but both of them have been canceled due to inventory issues. When a customer places an order they do get an authorization on their account, but the charge does not go through until the item ships. 
  
  In this case since the items did not ship, the pending charges the customer see on their account should fall off within 3-5 business days. If this does not happen or if the customer sees that the charges are no longer pending, they should contact their financial institution to let them know those charges should not have been completed. 

  Customer Answer

  Date: 06/03/2025

  I did try to call several times. There was no option for me to speak to anybody. As of this morning, the charges have not been removed. ***** + ***** on 5/ 25 taken from my account. 

  

  Business Response

  Date: 06/04/2025

  Our records show that the customer has reached out to us via email on multiple occasions. However, we do not have a record of any phone calls at this time.
  Upon reviewing the account, we found that two identical orders were placed using the customers information. Unfortunately, both orders were automatically canceled due to inventory availability.
  When an order is placed, a temporary authorization hold is applied to the customer's payment method, but the actual charge does not occur unless the item ships. Since the items were never shipped, no final charge was processed.
  We have advised the customer that these pending charges typically fall off within 35 business days, depending on the bank or card issuer. If the pending authorization remains beyond that period or posts as a completed charge, we recommend the customer contact their financial institution directly to request that the hold be released or reversed.
  
  

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 recently purchased two pairs of size 11.5 ****** boots and had to return them because they were too long. I normally wear a size 12, and depending on the shoe, I sometimes order a half size down when buying Allen Edmonds.A few weeks later, I ordered a pair of 11.5 slip-on sneakers and had to return those as well because they were also too long. In the past, size 11.5 sneakers from Allen Edmonds have always fit me.All of these shoes were marked as size F2. When I called customer service to explain the situation and requested that the $25 restocking fee for each pair be waived, I was told they couldnt do so. They mentioned that Im a longtime customer, but because a fee had already been waived for me in the past, they couldnt waive it again.I explained that if the shoes had been crafted to fit a true men's size 12, I would have kept them. It doesnt seem fair that I have to keep guessing whether Allen Edmonds shoes will fit properly, especially given the inconsistency in sizing and craftsmanship. I dont believe I should be penalized with a restocking fee for these issues.order #************, #************ To resolve the issue either exchange the shoes I order for size 11 or wave the $25 restocking see.

  

  Business Response

  Date: 05/30/2025

  After looking into the customer's information in our system, we do not have a documented instance where we have previously waived restocking fees. We can waive the fees for the customer as a one time courtesy for both of their orders. We are not set up to process exchanges through the mail. If the customer has an ********************** store in their area, they can visit a store for exchange options. 
  
  However it does state on the return policy section of our site that Factory Seconds (F2s) have a $25 restocking fee for returns. In the future if the customer purchases any Factory Seconds we will not be able to waive the restocking fee. 
  
  ****************************************************************
  
  For order ************ we have noted for our warehouse to waive the fee on this order since it has not been returned and/or processed yet. Order ************ was already returned and we have processed a refund for the remaining balance that was deducted from the return. 

  Customer Answer

  Date: 05/30/2025

  I understand the Factory Seconds (F2s) have a $25 restocking fee for returns policy.  I'm usually ok with this policy, but this situation required lenacy because of the shoes craftmanship issue. These boots and slip shoes I purchased were meant somebody with a size 11 foot.   I have purchased shoes from AE for year and lately AE craftsmanship and customer service and understanding hasn't been to the quality it used to be. 

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Thank you for your handling of this matter and great to have an organization like yours to hear the voice of the consumer. Keep up the good work. 
   
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 shoes through the store and paid for them on May 11, 2025. The order name is under ***** ******. The order number is 9989-20250514-95-39939 or ********HD depending on which part of the website for order history I go to. I called 2 or 3 days later because one set of the shoes came in and so I asked what the status of the other ones were and if I would be receiving them still since thry have not shipped. The customer service agent assured me I would. I wanted to check because both shoes were on sale since it was around Mother's Day. Well the second pair ended up getting cancelled which I found out via email. I even asked if Famous Footwear could give me the same shoe just in a different color for the same price since the original ones got cancelled especially after being reassure that I would in fact be receiving them. The original pair was $12.98 in total (after tax) and the other pair is $49.99 before tax since it is now after Mother's Day. I was hoping this would be acceptable since it is the same shoe just different colors and since it was not my fault that the order got cancelled. When I called the store I purchased the original shoes from they said they could not do this which in my eyes would for them to be making it right. This has been a great disappointment for me from the Famous Footwear Brand as my family buys a lot of shoes from them.

  

  Business Response

  Date: 05/19/2025

  We do have notes from when the customer contacted us previously and they were advised that item ***** was still sourcing at that time. The item was then unfortunately canceled due to inventory and this item is no longer available on our website. This item appears to be a reduced clearance it since it was priced at $12.98. 
  
  We typically do not honor price matches for different colors or patters of shoes since they can be priced differently due to age, season and other factors. We have sent the customer a 20% off promo code to use on another item since we do have a variety of Twinkle Toes styles available on our site at various price points. 

  Customer Answer

  Date: 05/20/2025

  Complaint: 23343850
  
  I have reviewed the business' response and am rejecting it because:
  
  Even with 20% off that makes the price of the 2nd version nowwhere near thr price of the original that I was "guaranteed" to get and as stated you have notes I called which was the 2nd time that I was told I would be receiving the original pair. Once from the store and once from the phone representative. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 trried purchasung an item from LifeStride shoes to send to ***********, a US territory. When I added the shipping address, the item's price changed to almost 15 dollars more. While I understand PR is considered a long distance destination within tge US and the logistics may cost more, the actual item's price should not change. In this case, both, the item and the shipping costs increased,

  

  Business Response

  Date: 05/14/2025

  Can we advise that we apologize for any concerns that have occurred. Rest assured the international pricing is accurate. Products purchased on our international website have a higher base price than the same styles on the US website. This is because of the higher operational and logistical costs involved in offering our items internationally, even before considering the hard cost of international shipping. This higher cost is factored into the price of the items online. We sincerely appreciate your understanding in this matter,However as a one time courtesy we can allow the customer to place the order as they  wish and we can do an order adjustment once they  receive the order they  will need to give us call with their  new order number.

  Customer Answer

  Date: 05/21/2025

  *********** is not an international destination, therefore, the item's price shouldn't change. Should there be any additional costs,  they should be added to the shipping costs.

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 ***** **** sneakers from Allen Edmonds. After applying a second coat of their Water Protector, I noticed it began to strip the color from the shoes. I contacted Allen Edmonds, and they recommended the ************ Kit, which includes the White Quick Polish.Unfortunately, when I used the White Quick Polish, it made the issue worse. The polish didnt adhere properly and instead removed even more color, exposing the natural leather beneath.Despite this clear defect, Allen Edmonds has refused to replace the shoes because they were worn once. Instead, theyve asked me to ship them to a warehouse for evaluation, which will take 34 weeks, not including shipping time.These are brand-new $300 sneakers, and Im now stuck waiting up to six weeks with no guarantee of resolutionall due to a product flaw. I would like a full refund or my shoes replaced immediately. Any help would be greatly appreciated.

  

  Business Response

  Date: 04/22/2025

  Received BBB complaint ID ********.  
  
  Issue: The customer bought ********************** and scuffed them while wearing them . He also bought a care kit with white Quick polish to fix the scuff  but by him scrubbing it made it worse. 
  
  
  
  Settlement: The customer is wanting a full refund or a replacement pair of shoes 
  
  
  ----------------------------------------------------------------------
  Investigation notes/ Resolution:
  
  The customer was advised since the ********************** are worn we can not just issue a refund or send out a replacement pair. What can be done is the customer will have to send in the ********************** for an evaluation and if they are deemed defective a full refund will be issued per our return, exchanges and defective policy 

  Customer Answer

  Date: 04/22/2025

  Complaint: 23230259
  
  I have reviewed the business' response and am rejecting it because:
  
  The shoes were never scuffed as indicated by the original response from the bbb to the vendor. I treated the shoes as recommended by the vendor which removed the white colorant from the shoe. There was no scuff. The color was removed by the recommended treatment products. I've asked for a refund and I'm being told I need to have an evaluation which is ridiculous. Their product or their shoe failed either way I should get a refund immediately. The fact that I need to wait a month and a half to potentially get a new pair of shoes is ridiculous.  I didn't buy $300 shoes to fight with a vendor over manufacturing issues and wait forever to get to wear them.  
  
  Sincerely,
  
  ******* Patrick ******

  

  Business Response

  Date: 04/24/2025

  The customer was advised since the ********************** are worn we can not just issue a refund or send out a replacement pair. What can be done is the customer will have to send in the ********************** for an evaluation and if they are deemed defective a full refund will be issued per our return, exchanges and defective policy.

  The customer has not sent the ********************** in for an evaluation to determine if they are deemed defective.

   

   

  Customer Answer

  Date: 04/25/2025

  Complaint: 23230259
  
  I have reviewed the business' response and am rejecting it because: Their statement is false. I sent the shoes and they were delivered yesterday.  ***** tracking number 287765111644 shows delivery yesterday at 5:46PM.
  
  
  
  Sincerely,
  
  ******* Patrick ******

  Customer Answer

  Date: 04/30/2025

  I have received a refund for my shoes.  Please close the complaint and thank you for your assistance.

• Initial Complaint

  Date:04/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Number: ************ Order Date: 3/20/2025 Order Total: $99.49 placed this order for my husband and received notification it was delivered on 3/26. I do not have the item/package - I had submitted a claim with ***** and they recently got back to me telling me they could not locate the package but can verify that it was delivered within my zip code but cannot provide the address. now that their claim is closed they are referring me back to the shipper/vendor/merchant. I have tried to contact famous footwear with no luck and many disconnections on the phone while on hold for over **************************************************************************************** my possession. I see the ** is NOT a bbb backed company and I have never had this issue with the orders I placed with them. im hoping this will resolve it otherwise I will just have to take more time out of my days to attempt to contact ** again

  

  Business Response

  Date: 04/10/2025

  This customer ***** *** just emailed ******************** to advise order#************ was not received.  Our Customer Resolution Team is currently in the process of reviewing this issue and working to make this customer whole as we are treating this as a Lost Shipment.  This should be resolved within the next several days and our Customer Resolution Team will email the customer at ********************************************* upon completion of their investigation with our shipper *****.

  Customer Answer

  Date: 04/10/2025

  Complaint: 23182299
  
  I have reviewed the business' response and am rejecting it because:
  I will accept a business response when I am made whole, and their end of the investigation is over. Ive already submitted an open claim with ****** and was notified that they closed it and completed it with the item not being able to be located, which then I was referred back to the merchant. So I will accept a business response once I am made hole in the meantime, I will wait it out and then we can worry about closing this. 
  
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:03/31/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  3/16/2025 - I placed an order for 8 pairs of shoes for $359.61 3/20/2025 - I received a package from LifeStride that had my address on the shipping label, but when I opened it, it was an order from ****** that was for someone named ***** in ***3/20/2025 - The same day I received this package, I emailed LifeStride to inform them that I received the wrong order.3/24/2025 - I had not received a response from ********** yet, so I emailed again, letting them know that I received someone else's order and asked for an *** on my order.3/25/2025 - LifeStride emailed me a return shipping label and told me to print it out, attach it to the incorrect shipment, and take it to a ***** location. I asked if they knew where my actual order was and they replied that they didn't know where it was and that I would need to place a new order for my shoes.3/25/2025 - I also followed up and asked if I would be reimbursed for my order because I hadn't seen a refund yet and didn't want to place a new order before receiving a refund.3/26/2025 - I took ******* package to ***** with the new label. LifeStride replied that once they received ******* order back, I would receive my refund. I responded by asking for clarification that I needed to return someone else's order, not having ever received my order, in order for me to receive a refund. They replied that yes, they would need to receive ******* order before issuing me a refund for my order.3/27/2025 - I went ahead and disputed the credit card charge with my bank since I don't feel any confidence in LifeStride giving me my money back. Once I let ****** with ********** know that I started a dispute with my bank, she stated that they are "no longer able to continue our investigation regarding your lost shipment," in which I replied that there was no investigation happening, per their own reply on 3/25 to place a new order because they didn't know where my actual order was.3/27/2025 - As of right now, I have not received a refund.

  

  Business Response

  Date: 04/01/2025

  Due to the customer disputing this charge with their bank we cannot continue our  
   investigation, Our system puts this on a hold. Wile their financial institution will continue when our warehouse processes your shipment. This refund process will now continue directly with there financial institution in accordance with their guidelines.
  
  

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Date 3/08/2025 purchased a pair of sandals. Returned to store 3/09/2025. Was told since I paid with my debit card, a credit would be applied back to my account in 2-3 business days. I watched my account for credit. On the 21st. I returned to the store to see where my credit was?? Was given a number to call customer service. They were already closed on Friday, so I called today 3/25/2025 was told if you paid in cash or debit your refund would come by check in the mail in 3-6 weeks! This didn't make sense to me, so I called back about a half hour later , saying the man didn't even ask for my address. The lady said she couldn't find that I even had a transaction!! I have the receipt. They sent me an email also saying they can find no transaction. HELP!!

  

  Business Response

  Date: 03/25/2025

  This customer first reached out to our ************************ on 3/24/2024.  This issue was from an in store purchase and not an online order that was placed.  The customer has not yet provided us with Store transaction information so that we may proceed to process the refund via a refund check.  

  Customer was sent an email asking for that information and we are currently awaiting a response from the customer.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 from ******** on 2/7/25. Once I received them, Ive only been wearing them at work. I work in a hospital. The shoes have not been worn outside other than to get into the car and walk around at work. I work four days a week. Four weeks after having the shoes, a small hole formed on the top of the left shoe. Since then, obviously the hole has gotten bigger. Its very noticeable and very disappointing. I contacted the company and was told I was told they could not help me. Terrible customer service nothing but excuses. Im glad they have money to throw around. I do not. I couldnt find an address for Ryka it says theyre located in ****** **********. The above mentions company is the one that comes up when searched. Ideal resolution would be exchange for the same shoe or refund. Defect is clearly noticeable and attached photos and you can see from the picture of the bottom of the shoe. There is absolutely no wear on the sole.

  

  Business Response

  Date: 03/18/2025

  Response to BBB: We have reviewed this case and have processed a full refund for this order for customer.
  

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 only made two purchases. I spoke to several customer service representatives on a issue I was having with a late fees. On August 19 a gentleman told me if I paid I believe $12 that day and he put in a dispute on the late fee I would be at $0 balance. He said the dispute would take up to 90 days. I asked him if any charges would accrue while I waited I was told no. Every month after that they proceed to add late fees. I spoke to another representative who said that my first dispute went my way. So I asked why they have continued to add fees every month her explanation was my balance wasn't paid in full. I explained what the gentleman told me and they just kept telling me the fees are right. I am extremely upset they have reported late payments to my credit report. So I closed my account with them. After I closed my account which was at $144 is now $188. Which is crazy it's all late fees absolutely no balance. I want this card cleared to a balance of $0. I also want them to fix my credit report I've worked so hard to keep up. On top of that I would like an apology for the months of calls and messages I've had to make because of the representatives that cannot do their job.

  

  Business Response

  Date: 03/03/2025

  The customer will have to reach out to ***************************** for any issues regarding their credit card account since they are the issuing bank. We unfortunately do not have any access to customer credit card accounts and can not service them.