Important information
- Customer Complaint:BBB has received consumer complaints about Caleres which allege they received only part of an order, failed to receive an order, experienced delivery problems, and had difficulty contacting a representative of the company. The company has addressed concerns brought to its attention.
Complaints
This profile includes complaints for Caleres Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 117 total complaints in the last 3 years.
- 45 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/28/2022
Type: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 a pair of boots online with Famous footwear on December 20,2022. I never received the package. Customer service told me they couldn't refund me because I had filed a refund in the past for not receiving a product. Famous footwear couldn't provide me a copy of their policy stating this. Customer service was horrible with me trying to solve this issue. I will not pay for a product that I never received and did the correct thing by calling/emailing the company and this matter needs to be resolved Customer service refuses to give me corporate office to resolve this matter . Here is the order number ************. Tracking number ************.
***** *** *** *** ****
Business Response
Date: 01/04/2023
Customer advised that due to two prior lost shipment claims in the previous 12 month period, the lost shipment claim was denied and customer would not receive a refund. However, customer was given a $50.00 famous footwear gc for the inconvenience. Shoes were later located by the customer and returned to a local famous footwear store for a refund.Initial Complaint
Date:12/06/2022
Type: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.
Submitted 2 online orders the company charged me then within hours canceled my order saying unable to fulfill. So far they only refunded me half of my purchase. I'm still waiting for $260 to be refunded.
Today I seen that they charged me $30 for shipping even though they are the one that canceled my order. For them to charge me for something that is there mistake is wrong! I am demanding a complete refund for there mistakeBusiness Response
Date: 12/06/2022
Customer emailed and called in on 12/3/2022 and 12/06/2022 and was advised that orders were cancelled and all pending charges, including shipping fees, will be removed from their account by their financial institution within 2-10 business days. Currently, today is business day 2 for one order and 3rd business day for the other. All charges have been refunded or not accepted by us and customer should incur no charges.Customer Answer
Date: 12/06/2022
Complaint: ********
I am rejecting this response because:
Today I seen I got charges shipping and was told it will be refunded today. I was also told I have to wait for the pending transaction to complete before I call back and request a refund on shipping for order ************ is the order I'm more frustrated with!!!!!!!!!!!!!!
Sincerely,
******* *******Business Response
Date: 12/07/2022
Order #************ was placed on 12/2/22 and was cancelled before shipping. The charges, including shipping, are pending and will fall off within 2-10 business days, depending on the customer's financial institution, from the date of the order.Initial Complaint
Date:11/12/2022
Type: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 an order online. 3 pears of shoes. I typed in the address anf put south instead of southwest. I called the corporate office for help to chane the address or cancel the order they refused to help saying I had to call f**** and work it out with them. They then refused to cancel my order.Business Response
Date: 01/23/2023
Customer called in on 11/12/2022 after admittedly placing the wrong address on the order. We advised the customer that once an order is placed "we will be unable to modify or cancel your order (as we are unable to edit orders once they begin to process)". This is stated on our website. We advised of reaching out to FedEx as they are the carrier and denying delivery of the order which would result in items being return to sender and a refund being issued. If that did not work we advised of calling back on the 8th business days and filing a lost shipment claim which could result in a refund of the order. We received no further contact from the customer and tracking for items show as delivered. We are as a courtesy issuing a full refund for the customer's order.Initial Complaint
Date:11/05/2022
Type: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’m extremely frustrated with the return process of an item. I dropped off my box to return on 10/19 at a ***** drop location in Sparks MD 21152 so no tracing number could be issued. I spoke with customer service on 11/4 and they were not helpful and said they could not do anything without a tracking number I find that hard to believe when I have shop with other companies that have located the order number and are able to process a return/refund. After contacting them twice they are unwilling to research this problem they due to number of returns and issue me a refund. They told me to contact ***** and when I did ***** told me to contact ****** ********. I am completely dissatisfied and would like a resolution and issued a refund.Business Response
Date: 11/09/2022
We have refunded the customer back to the original form of payment at this time.Initial Complaint
Date:11/02/2022
Type: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.
On 10/15/22 I purchased two pairs of shoes for $129.58, transaction number 7783 in famous footwear store 1796 in dekalb, **. When I used my debit card I was charged the balance of my account, $*****. The clerk gave me the choice of paying the rest in cash, or cancelling the charge. I chose to cancel the card payment and pay for the shoes fully in cash. The charge went through to my account anyway, and I was charged ***** for nothing. When I called the store itself, they informed me that I had to contact customer service. After half an hour on the phone with customer service, they told me to contest the charge. Contesting the charge required me to cancel my debit card, since it required me to allege fraud. Initially I only wanted my money back, but at this point I would also like compensation for the lost time and damages caused by the negligence of this company.Business Response
Date: 11/03/2022
This Customer is looking for compensation. We added 500 points ($25) to the rewards account as compensation to the customer.
We have also emailed a ******************** E-giftcard in the amount of $50.00 to customer as compensation to the customer.Initial Complaint
Date:10/21/2022
Type: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 returned a pair of shoes the end of September but have not received a refund. I contacted the business, and they told me they havent received the return to their warehouse. I checked the tracking and the item has been in transit for 3 weeks. I sent another email about this with my suspicion that the item is lost in transit, but got no reply.Business Response
Date: 10/24/2022
Hello,
We have just recently emailed the customer back to inform them that we have processed a refund for their order as a one time courtesy.Customer Answer
Date: 10/24/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:10/14/2022
Type: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 canceled a pair of shoes and after three phone calls to the company over the last three months they continue to refuse the return of my money. I have absolutely no idea why they have been sitting on over $300 for that long. Despite assurances they are working on the issue I can no longer wait for such a simple resolution to occur.
Allen Edmonds
********************************************************************************************
**********Business Response
Date: 10/17/2022
We have refunded $318.60 to the customer's ApplePay account used on the order that was placed. We have also sent an additional service gesture in the amount of $100 in the form of an Allen Edmonds E-gift card to this customer.
Initial Complaint
Date:10/06/2022
Type: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 bought some shoes that arrived damaged. Famous Footwear said I needed to pay the return shipping and I complained about this. On 9/21 I received an email from ****** saying "I apologize for any confusion that occurred with the previous response in reference to order #************. There are no issues with returning the damaged shoes with a prepaid return label." She sent the label and I retuned the shoes. But then Famous Footmwear deducted the price of shipping from the refund I got! They refunded only 54, rather than the original 62 that I paid.Business Response
Date: 10/06/2022
Our system prompts the refund for the returned item and shipping separately and does not always show up in the customers account simultaneously. However, the customer has been refunded for both the item returned and the shipping fee.
Customer was refunded for the item back to the original payment method October 5th, 2022.
Customer was refunded the shipping fee of back to the original payment method October 6th, 2022.Customer Answer
Date: 10/07/2022
Thank you very much! The dispute was already resolved.Initial Complaint
Date:10/05/2022
Type: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.
Transaction occurred on 10/2/2022 in the amount of $152. Payment terminal was not working well, associates and managers had me swipe 4 different cards multiple times. Terminal did not work. There was a Venmo payment option on the keypad which associate said I should try. I payed that way and payment went through. His computer said it didn’t not go through and to come back tomorrow as the computers will work. Came back the next day, they said original payment will “fall off” and said I needed to pay another way for my items. I paid through another debit card.
Original transaction went through, so I paid twice for the same items. Contacted the store, and customer service. The store said they had no power to reimburse. Customer service male hung up on me when he was unable to answer my questions.Business Response
Date: 10/10/2022
Tell us why here...We have reviewed records of
any purchases made by customer and there is no recorded purchase on 10/2/2022
in the amount that the customer stated. Therefore, suggest that customer dispute any charges with banking institution.Initial Complaint
Date:09/26/2022
Type: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 for my daughter from famous footwear. She wore them 6 times and they are falling apart. I called today and sat on hold for 30 minutes so I could return/exchange the shoes I had ordered online. The customer service rep ****** and supervisor ******* told me they would not help me with this and that I would have to contact Puma myself if I felt their product was defective even though I ordered them from famous footwear. They would not issue a refund of any sort and said all they would do is a discount on a new pair of the same shoes. Why would I want the same ones if they fall apart after a week? They kept saying I have had them for 6 weeks and basically said I was lying that my daughter barely wore them even though I offered to send photos with days to show when she wore them. Famous footwear refuses to back their products and if u wear sneakers and they fall apart they will not refund you and will tell you it’s your problem.Business Response
Date: 09/27/2022
Customer reached out multiple times to our customer service team about a defective shoe purchased from Famous Footwear. Per our policy we advised the customer to first reach out to the manufacturer. Customer was advised by the manufacturer to reach out to the company shoe was purchased from. Customer was then offered a prepaid label to return shoes back to the warehouse. Once shoes have been received by the warehouse customer will be refunded back to the original payment method.
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