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

  2821 Town Center Blvd Ft Mitchell, KY 41017

• 

  Famous Footwear

  9859 Waterstone Blvd Cincinnati, OH 45249-8296

• 

  Famous Footwear

  7709 Beechmont Ave Cincinnati, OH 45255

• 

  Famous Footwear

  460 Shrewsbury Plz Shrewsbury, NJ 07702

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:09/20/2022

  Type:Sales and Advertising 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 shoes from Famous Footwear online July 30, 2022 and was signed up for promotional emails. Since then I have been inundated with promotional emails and literally receive multiple emails a day. I have tried multiple times to unsubscribe; my account preferences claims I have not opted in to any promotional emails; I wrote Famous Footwears official ******* account on August 17, 2022 asking for help, and the lady who replied said she would unsubscribe me but it could take 15 business days to be out of the system, but I am still receiving them. I am very annoyed and frustrated that I cant get rid of these emails no matter what I do. My desired resolution is for Famous Footwear to cease and desist sending emails.

  Customer Answer

  Date: 10/13/2022

  Although I have never heard anything in response from the company I filed a complaint against, the emails have ceased as per my request. Even though they have not replied to you, Im sure they saw the message. I was receiving 1-3 emails on a daily basis, and the last email is dated for 9/22/2022. I greatly appreciate your help in getting them to stop!

• Initial Complaint

  Date:09/20/2022

  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 bought a pair of Birkenstocks online (order # ************) that arrived damaged. I requested to return them but Famous Footwear says I need to pay the return shipping cost. I complained and requested a prepaid return label but they refused, saying I could return the shoes in person to a store located 20 miles from me (I am handicapped and cannot do this) and offering me a ten dollar store credit (which I do not want).

  Customer Answer

  Date: 09/21/2022

  Thank you very much for your help. The business in question subsequently contacted me and we have resolved the matter. Best wishes, *********

  
  

• Initial Complaint

  Date:09/13/2022

  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.

  On 8/31/2022 i plced an order on Famous Footwear.com. I have heard ok things about the site so i figure i give them a try. The package seemed like it shipped right away then was in ******* for like 2 days! I coouldnt believe how slow things were going...so i contacted customer service. They said dont ask us, ask *****...not even a can we help by contacting *****, which i fould out they use a cheap version of ***** so it saves them money but takes longer. The shoes finally showed up today...which is now Sept. 13th 2022...yes they took 2 weeks to come from ******* to ********* which is crazy. But i dont care cause my son finally got his shoes. He tried them on and immediately said they were too small..i said NO! couldnt be. They were a whole size up from the Tennis he had before. I did a size comparison and they did look like they were the same size. Theyn i also noticed something strange on the inside of the shoe. Near the toe of the shoe was extra material, as if whoever made them didnt even bother to hide the extra fabric. It was just folded over on the inside of the shoe. Both shoes had this material. These tennis were 84.99 plus 5.10 in taxes...so 90.09. **** *** ***. I never seen a shoe, never the less ***** with such poor quality control. Its enough i had to wait 2 weeks to get them...now my son cant even wear them cause they seem toooooo small, and that fabric in the toe squishes his foot..making them even tighter. This is unexceptable. I will never order from them again cause they said they dont do refunds. Now im stuck with a shoes my son cant wear and possibly could be knockoofs.

  

  Business Response

  Date: 09/14/2022

  Tell us why here...

  Customer sent  a return label and email, stating that once unwanted item is received to the warehouse, we will fully refund to original form of payment.

• Initial Complaint

  Date:09/12/2022

  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 Birkenstock sandals for my husband in June 2021. He wore them last summer without issue then brought them back out in May 2022. Soon after, in July 2022, he noticed one of the sandals has a defective cork and is peeling in chunks. My sister in law and I own Birkenstocks and the cork peeling has never been an issue. In fact, I've owned my Birkenstocks since I went to Berkeley for college back in 2008. Further, my husband and I are mindful of how to care for our Birkenstocks; we never shower while wearing them. Also, we live in ******* where it very rarely rains so this is not an issue of water damage. We also do not have pets in the home. I paid over $100 for these sandals and they show damage after only 6 months of wear. This is not the Birkenstock quality I expected. I reached out to Birkenstock directly but they referred me to the retailer, Famous Footwear, for next steps. I also went to your Casa Grande store where I purchased the sandals and the store clerks gave me disparate information. One said they coukd issue a replacement but the same size was unavailable (though it indeed was on the website) while another clerk said there was nothing they could do despite your clear, generous return policy: "If you find yourself not liking the style or fit, or simply change your mind, come back to see us at any store or send in your item by mail. As a part of our Famously Easy Return and Exchange Policy, our goal is help everyone enjoy the famous feeling that comes from the right pair of shoes."I believe the product you sold me has a manufacturing defect. For this reason, I request a replacement pair.

  

  Business Response

  Date: 09/13/2022

  Emailed customer a GC for the amount of the purchase price.

  Customer Answer

  Date: 09/13/2022

  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:08/23/2022

  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 tried to place an order but it didn’t work. I’m not sure moments later, there was network issues where an order was placed through my ***** *** but I’m not sure if it was hacked because the order was named **** **** and had a totally different address than mine. When I got the email, I immediately called them and told them it was a mistake. I would never have authorized this purchase. I would never use another name with an address that I wouldn’t get anything. They refused to listen to anything and indicated that there system didn’t allow for cancellations or modified. I was very frustrated at how an order cannot be cancelled. At least if I change the address would come to me and I could return the product instead of it going somewhere else. They told me to call ***** and deal with them. When I called ***** to modify the shipment, they told me the sender didn’t allow me to do that. I got even more frustrated at how thoughtless a company could be to their customer. I did nothing wrong but was trying to rectify it so the company or I don’t lose any money on lost shipments. I called 30 minutes after the order was placed and they said they work on it right away even though shipping says 5-15 days. This is very misleading to the consumer and I’m still not sure what to do.

  

  Business Response

  Date: 08/29/2022

  Customer reached out to us and notified us that their order was being accidentally sent to their place of employment, which does not accept packages. This was due to the incorrect shipping information being placed on the order. Items from the order are being returned to our warehouse since items were not able to be delivered. We have issued a full refund for the order and have notified the customer.

  Customer Answer

  Date: 08/30/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:

  The statement made is untrue.  I indicated that the order was placed due to a network error.  I told them they had issues with their network and the one I placed never went through.  I never authorized the purchase and I told them I would never include my work address.  They refused to help me even though I reiterated over and over that the order is not authorized.  I would never place this order.  I asked them to change the address but they said they couldn’t.  They indicated that I should contact ***** so when I called *****, they indicated that the seller didn’t authorize changes in the address so they had me playing cat and mouse.  I had such anxiety because this was being charged to my credit card.  No one helped me and I had to go through so many steps with my work to try and find the package and send it to them so that the company doesn’t lose out on the purchase.  They never did anything to help me.  My concern is that if any customer purchases an item and there is a number wrong or didn’t allow the purchase, the company doesn’t do anything to assist.  This should not be allowed with any company.  I am so traumatized by this situation that I will never order anything from this company and I will never allow anyone I know to order because they are so unhelpful and misrepresent what actually happened. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** **********

• Initial Complaint

  Date:07/30/2022

  Type:Customer Service 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.

  Good day, I place an online order for a briefcase from Allen Edmonds on July 11, 2022. I elected to pick the item up from the location on Michigan Ave on July 16. When I picked it up, it did not have the leather strap depicted online. I asked for the strap and was told they were out of them. They tried to give me a nylon strap from another bag. I refused to accept the bag and they offered to order me a new one and have it delivered. My address at the time was ************************. When the bag arrived it had the wrong strap. I returned the bag via ***** on July 22 and it arrived on July 25. AE is claiming that I paid cash for the bag and thus they have to send me a check in 4-6 weeks and that it has to go to the old address. None of that makes any sense. I paid online with my Amex. I provided AE with screen shots of the charge on my Amex. They misrepresented the item online, they have the item back, and now they're making me wait 4-6 weeks plus the time it takes for the *********** to forward my mail on to the current address. I just want the money back on my Amex and for them to fix the misrepresentation on their website so that this doesn't happen to someone else. My new address is: ***************************************************** have included a screen shot of my Amex charge, the return information from *****, an image of the briefcase from the website which shows the leather strap, and the two responses I received from AE. Thank you for your time and assistance. Best, ***************

  

  Business Response

  Date: 08/03/2022

  A stop payment has been placed on the check sent to the customers old address. Also, a refund was processed back to the method of payment from the original order made by the customer. 

  Customer Answer

  Date: 08/03/2022

  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:07/29/2022

  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.

  Traveled to ***************. Went to Famous Footwear on 7/3/22 @ 6:20pm (transaction time). My total payment amount was $155.94. I swiped my card but did not have enough money to cover the entire transaction. ( the card only would cover $151.94) I told the associate to help me cancel it so I could pay the whole amount in cash instead. I then proceeded and paid $155.94 in cash. I got the receipt showing I paid in cash. Upon arriving back home to *******. I saw that I was till charged the $151.94. 7/6 I called the store and spoke to the assistant manager I thank her name was ****** but not quite sure it did start with a A. She tried to help but was not prepared. She spoke to a general manager who claimed that it should just fall off since I i paid cash but it never did. They claimed that there was no way in knowing if the register was showing over the payment amount at the end of the day. The had no answers and was very unprepared. I never heard anything back from famous regarding receiving my money returned or any type of credit. Some type of accountability would be nice.

  

  Business Response

  Date: 08/17/2022

  We have reached out to ***************************** and advised her that we are not showing a charge of $151.94 from 7/3/2022.  We advised the customer to dispute that charge with her financial institution, which she indicated she will do.  

  We also sent ***************************** a $25.00 Famous Footwear E-gift card.  

  ***************************** was satisfied with that resolution.

   

  Thank you.

   

• Initial Complaint

  Date:07/24/2022

  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.

  On June 13th 2022 I emailed Naturalizer about 2 pairs of sandals that I purchased where the heel liner was peeling up from the sandal. I sent pictures of the sandals showing what was happening with the shoes - they are defective. None of my other Naturalizer shoes have done this. I finally saw the response from Naturalizer asking me to send them in for inspection! I threw the sandals away since they were not wearable which means that I cannot send them in. For shoes that are approx. 3 months old and for both of them to have the same issue is not acceptable and Naturalizer should stand behind their products without inconviencing their good customers. If I had purchased these from Nordstrom like I normally do I would not have had this issue!

  

  Business Response

  Date: 07/26/2022

  The customer emailed our Consumer Care department on 7/13/2022 about her defective item. The customer provided pictures of the shoes in the email and was advised of our defective return policy. Per our policy we need the shoes sent back to our warehouse so they can be inspected for defects. The customer then responded back on 7/24/2022 advising us that they have already thrown the shoes away after taking pictures. Unfortunately we need the products back in order to proceed with the defective return policy. We did send the customer a $30.00 gift card as compensation since the customer no longer has the products.

  Customer Answer

  Date: 07/26/2022

  Complaint: ********
  
  
  
  
  I am rejecting this response because:
  
  
  
  This is an unacceptable course of action. Naturalizer is not taking responsibility for their products falling apart within 3 months. I will not be accepting a $30 gift card. I will accept a full replacement of the items. Naturalizer can send the pictures to their warehouse for inspection.
  
  
  
  
  
  Sincerely,
  
  
  
  
  
  ******* ****

• Initial Complaint

  Date:07/19/2022

  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 was able to open a Credit Card with ************* doing busines with Famous Footwear in May 2022. I purchased shoes with that same account at the same time, for $27.00.I received a statement showing my purchase on June 7, 2022. I took that statement to a different store and showed the Clerk my statement and amount due of $27.00. I gave the clerk my payment in cash and they gave me a receipt for my payment.As of July 11, 2022, Comenity has no record of my payment on my account. I called the store in ***** where I made my payment and gave them the information, transaction number on my receipt for payment and clerk told me they could not find that transaction.Famous Footwear and Comenity are currently trying to change their Customer Rewards program to take every dollar customers make and give them a few Reward dollars in return.I am filing this complaint to avoid being harassed by debt collectors for my disputed or unpaid balance. I have never had any problems with any of my other accounts before.Any advice would be appreciated.

  

  Business Response

  Date: 07/20/2022

  We recently began receiving calls from our Famous Footwear customers stating that ************* has not received their payments. We were advised that ************* re branded to **************** Upon re branding they have had  a number of system issues from their crossover. Unfortunately this issue is on their end and we had to advise customers to call them to inquire about their payments because they were completed on our end. As long as they have their proof of payment they should be able to help assist. This has been advised to all customers that have called in due to this recent occurrence. 

  Customer Answer

  Date: 07/20/2022

  Complaint: 17550193
  
  I am rejecting this response because:

  I have now also filed an additional complaint with ************************************ against ************** Bread Financial.
  
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/13/2022

  Type:Customer Service 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 bought two pairs of shoes from Allen Edmonds when the pandemic first started the shoes hurt my feet so I tried calling them but at the time no one was answering the phone so I had to wait until they started answering their phone again. I spoke to a supervisor and explain that I believe these shoes are sizes 12 ee instead of a size 12 eee. She asked me to send the shoes to the company so they could check out the shoes. I sent the shoes to Allen Edmonds recrafting department and they said the shoes had been wore so they couldn't take the shoes back and that there was nothing they could do to help me. They also said that they had stretched the shoes. They said they couldn't help but they stretched the shoeswithout my permission. The supervisor didn't communicate with the recrafting department properly because the recrafting department took one look at the shoes seem they were wore and just sent me my shoes back witout checking the sizes. when I called Allen Edmonds back their customer service employees were very rude and disrespectful. I asked to speak to a supervisor they placed me on hold but never came back to the phone. I called back a but they kept on putting me on hold.

  

  Business Response

  Date: 07/29/2022

  We have reached out to *************** and we have accommodated him with replacement pairs of the shoes he had concerns with.

  *************** is now satisfied.

   

   

  Customer Answer

  Date: 07/29/2022

  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,
  
  ***************************