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.
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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:02/13/2025
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 01/29/2025, I purchased shoes online and my order number is ************. The shoes were not worn outdoors. They were uncomfortable to wear for the first time, and I decided Id like to return them. I went to your location on **************, and the manager checked the shoes for wear, and she accidentally dropped one of the shoes. The other shoe was caught because it was still in the box. She says that the bottom of one shoe looks like it was worn on cement and I told her it wasnt and maybe thats because she just dropped that shoe that she pointed out. I asked to speak to her manager and she says she is the manager. Im just not happy with the experience at all and I havent left a bad review for the store because I was hoping someone here could help me resolve. I would just like a full refund for my order.
Business Response
Date: 02/20/2025
** see that the customer has contacted us previously about the issue and we advised that we do not accept worn shoes back. ** do state in our return policy on our site that, "Products purchased on our site or in our stores may be returned up to 60 days from the date you received your items if they are unworn, undamaged and in resaleable condition. ** reserve the right to refuse items that dont meet these standards and items returned worn or in poor condition will be sent back to the customer with notification." The customer can mail them back to our warehouse for them to determine if they show signs of wear.Customer Answer
Date: 02/20/2025
Complaint: 22937441
I have reviewed the business' response and am rejecting it because:
There is no wear on the shoes. The cause of one of the shoes having some wear on the bottom is because one of your employees dropped the shoe. This can be resold by you because the shoes look like perfect condition. Im unhappy by your response and your employees unwillingness to help after dropping one of my shoes.
Sincerely,
***** ******Business Response
Date: 02/21/2025
We do state in our return policy on our site that, "Products purchased on our site or in our stores may be returned up to 60 days from the date you received your items if they are unworn, undamaged and in resalable condition. We reserve the right to refuse items that dont meet these standards and items returned worn or in poor condition will be sent back to the customer with notification. Since the ********************** are worn unfortunately we are unable to accept that return back.Customer Answer
Date: 02/26/2025
Complaint: 22937441
I have reviewed the business' response and am rejecting it because:
The damage was caused by one of Allen Edmonds employees as explained in a previous message. The damage is so minor on the bottom of one shoe that it is barely noticeable, and it has been rejected for that reason which I believe is unfair. A resolution I would have been ok with is trading that shoe for one that fits properly. I am now realizing that I should have went with a different brand because Allen Edmonds is not the most comfortable shoe, overpriced, and customer service is terrible. The only acceptable response would be a full refund and you can take back your shoes if you want them. If not, theyre going in the trash where they belong.
Sincerely,
***** ******Initial Complaint
Date:01/30/2025
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.
My order number is ************. I purchased two belts from the Allen Edmonds online store. The items were shipped separately via *****. One belt, the Manistee Dress Belt, arrived successfully, with the tracking number ********************. However, the Crocodile Dress Belt, which has the tracking number **********************, has not arrived, even though it is marked as delivered. The tracking information shows that the shipments were sent to different addresses based on the provided photos.On January 1, 2025, I spoke with an employee named *******, who informed me that an investigation would be conducted regarding the missing belt and that I would be contacted within 10 days. Nearly a month has passed, and I have not received any communication.Additionally, I expressed my frustration about being unable to view my order details. ******* mentioned that she would assist in resolving this issue since it appeared I had two separate accounts. I created a new account after losing the password to my old one, but this issue remains ************* this point, I am requesting a refund of $402.34 for the missing belt. I have photographic evidence from ***** showing that the addresses differ. I am asking for a full refund for the missing item. If I do not receive assistance through this platform, I will need to escalate the matter and contact my bank.Business Response
Date: 01/31/2025
After reviewing the customers ticket, we see the customer contacted us about the missing *************************/28/2024. Today we have refunded the customer back to the original for of payment.Customer Answer
Date: 01/31/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
******* ******Initial Complaint
Date:01/27/2025
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 placed an online order for pickup for two pairs of boots at the Famous Footwear at ********************************************** thismorning before the store opened. The total was $84.87 for two pairs. The confirmation email said that I would receive an email confirming when the order was ready, but I never received an email. A courier I hired was getting ready to go pick them up so I called FF to make sure the order was ready since I never received an email. The gentlemen who answered the phone spoke to me for a moment and then hung up on me. I called back a few minutes later and a lady answered; she advised me my order was ready for pick up (she neglected to tell me that only one pair was available). The courier arrived asking if there were two pairs and the associates told him no, just one, as the other one was out of stock. The associate lied to my courier and told him that they told me that the other pair was out of stock. This is not the courier's job to get involved with this, he was just picking up stuff for me. Why didn't the store call me to let me know the product was out of stock and ask if I want a replacement? There is a very good discount for getting two pairs, and how would they be out of stock when the store had not even opened yet. Scam I suppose. As shown on the attached email order receipt, the boot was $51.99 which was the one I received. However, on the attached receipt, I was charged $109.99 for the boots. I am asking for a difference refunded to me of $58. The initial order was TWO pairs of boots was $84.87, so why would I pay $109.99 for ONE pair of boots?? Plus, I just googled this product at FF and it's listed as $64.99. I was receiving a 25% discount because I was getting a second pair of boots, so I'd like to know where did $109.99 come from?Business Response
Date: 02/12/2025
Order was cancelled and pending charges will fall off from original form of paymentInitial Complaint
Date:01/23/2025
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 the item several weeks ago using allen edmonds customer service fed ex return label, they recieved the returned item in their warehouse and now they wont issue a refund. tried several times to speak to allen edmonds customer service people and they refused to help.Business Response
Date: 01/28/2025
The customer has contacted us multiple times regarding the refund of order #************. The customer has been asking about the status of their return and we have previously advised that we need the return tracking number in order to verify that our warehouse received it. Once received, it can take from 2-10 business days for our warehouse to process incoming returns. The customer provided their return tracking information and we verified it has been delivered on 1/14/2025. We have processed the customer's return.Customer Answer
Date: 01/29/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
**** *****Initial Complaint
Date:01/23/2025
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 placed an order with famous footwear and I called them the first rep said that she was going to just sent the shoe back out I explained to her that I didnt receive the shoes an I seen the photos she told me that she was not sure if it would make it to me before the funeral. And she was going to process the refund. Im not sure what going on I just need to do. I placed an order with Famous Footwear. It said that my package was delivered December 22. I did not receive it. Im not sure whats going with this photo but it looks like somebody is holding it in their hand and took a picture not by my door, not on my floor,not outside my building or anything. I reached out to these people. They told me that they were going to process a refund. I told him I dont need a refund. I just want to be able to have the shoes for the funeral I tried to come up with a plan.The lady that I talked to before told me that she was processing a refund, but then she said She was going to reach out to somebody thats higher **** I spoke with the lady that was higher up. She tried to give me just pay for a free shipment for them to go eater and I dont understand. Why would I be paying for some shoes to get to me fasterwhen I already have a parachute that I already paid for so basically what I am trying to do is just get my money back and going to go into the store because like I told the representative that I needed those shoes for a funeral and everybody else is wearing themand the lady was being very disrespectful and the way that she was speaking to me, was out of hand. I also pay extra money for these items to get to me faster and they didnt even come on time even with it saying that it was being delivered on 22 December. I just really want my money back if I had to go to the store to place those same shoes in the store Im going to do that because I cannot wait that long no 14 days for them to get back with meCustomer Answer
Date: 01/24/2025
I placed an order with Famous Footwear. It said that my package was delivered December 22. I did not receive it. Im not sure whats going with this photo but it looks like somebody is holding it in their hand and took a picture not by my door, not on my floor,not outside my building or anything. I reached out to these people. They told me that they were going to process a refund. I told him I dont need a refund. I just want to be able to have the shoes for the funeral I tried to come up with a plan.The lady that I talked to before told me that she was processing a refund, but then she said She was going to reach out to somebody thats higher **** I spoke with the lady that was higher up. She tried to give me just pay for a free shipment for them to go eater and I dont understand. Why would I be paying for some shoes to get to me fasterwhen I already have a parachute that I already paid for so basically what I am trying to do is just get my money back and going to go into the store because like I told the representative that I needed those shoes for a funeral and everybody else is wearing themand the lady was being very disrespectful and the way that she was speaking to me, was out of hand. I also pay extra money for these items to get to me faster and they didnt even come on time even with it saying that it was being delivered on 22 December. I just really want my money back if I had to go to the store to place those same shoes in the store Im going to do that because I cannot wait that long no 14 days for them to get back with me.Business Response
Date: 01/27/2025
The customer has contacted us multiple times about this issue. Their order was marked delivered by ***** and the customer claims they have not received it. When the customer first contacted us on 1/23/25 and spoke with a supervisor, the supervisor explained that since it is past the paid shipping timeframe (1-2 business days), that we can open a lost shipment investigation and escalate it to another team in order to do so. The customer was advised if the package could not be recovered that they would most likely be refunded instead. The customer did not want a refund since they needed the shoes for an event coming up. The customer was then advised we can help place a new order with free rush shipping to get it for them while the lost shipment investigation is going in the meantime. The customer refused that option and advised they will be disputing the charge with their bank instead. The investigation will be completed shortly and the customer will be refunded.Customer Answer
Date: 01/28/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
****** *****Initial Complaint
Date:01/22/2025
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 had went in store 11-2-24 to buy a pair of shoes, they did not have my size so they were going to send it in the mail. I gave the employee my correct address. I received an email saying where it was going to be delivered and the address was wrong. I called the very next day 11-3-24 to try to cancel the order as it was being shipped to the wrong address. They told me they couldn't do that until it was delivered to the wrong address. So I had to wait 10 days to call them back to try to get a refund. I called them back and they said they would issue me a check for the refund. I waited weeks to receive it, nothing came. Called them back and they said they sent it to the wrong address, would send another. Waited about 10 more days, nothing came. Called them back and they said that the person never sent it and they would send another. Never received it. Called again and they apologized and said they would give me a gift card for the hassle AND send me a refund check. Never received the check and now they're saying that the gift card was the resolution which that was not agreed upon. The customer service *** said they would send me a refund as well and the gift card was an apologyBusiness Response
Date: 01/23/2025
Customer will receive a Refund Check within 4-6 weeks.Customer Answer
Date: 01/24/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
****** *******Initial Complaint
Date:01/19/2025
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 a **** off court for my toddler on 01/06/202 that cost $37.44. Not even a week later the inside of the sole ripped. I came back today 01/19/2025 to exchange with a receipt and the worker refused to change my son shoes. She claimed it was worn, which obviously it was, otherwise why would we have bought it? Ive purchased numerous pairs of shoes from here over the years. This by far has been the worst experience. They do not stand by their return policy. I came in with a receipt and clearly showed that there is a manufacturer issue. They were not ready or able to help me. Instead insisted the shoes are worn OBVIOUSLY.Business Response
Date: 01/21/2025
With this being an in-store purchase we would need the receipt or
Date
Transaction number
store number
reg
this information sent in with the shoes. We've already sent a return label to the customer for them to send back to our office for a refund.Customer Answer
Date: 01/21/2025
Please see attached document requested.Business Response
Date: 01/21/2025
We ask the customer to use the return label we emailed them and place the receipt in the box when sending in.Customer Answer
Date: 01/22/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I will be sending the shoes through mail this week.
Sincerely,
Mirite *****Initial Complaint
Date:01/17/2025
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.
As stated on the ************************* site We stand behind the quality of our products and if you feel your shoes have a manufacturing defect, or if you have any questions concerning your order, please feel free to e-mail us. I have tried without success to arrange a return of a pair of boots allowing me to order the same boot, with correct sizing. As this was listed as a final sale, my initial request has been denied. The last email that I sent is dated January 8,2025:tCat ??2.0 out of 5 stars Sizing is WAY off Reviewed in the ************* on March 21, 2024 Size: 7Colour Name: Black LeatherVerified Purchase I originally purchased these *** ******* boots in a size 7. They were huge so I ordered the 6 1/2 and they were way too tight. It's hard to believe that a 1/2 size can be so different. I really loved the look of these boots and disappointed that they didn't fit.Hello, that review. (not mine) confirms my testimony that the sizing is not true-to-size, as indicated on the website for the boot description. I wonder if those very boots that tCat returned were shipped to me!? These boots fit more like a size 8. I believe that the boots I received are defective in sizing and I want to return and purchase the 6.5 or even another sized 7. I am not satisfied with a blanket no return policy for a sizing defect/discrepancy with your product. It is not working in good faith with the customer to deny a return when obviously there is a problem with the merchandise. I cant understand why I am being penalized for no fault of my own. Please reconsider your decision to not accept a return allowing me to reorder these again.Caleres Mission Statement is Our legacy is our more than 140 years of craftsmanship and our passion for fit, while our mission is to continue to inspire people to feel great feet first. Passion, Curiosity, Creativity, caring, Accountability these are the values that drive us. PLEASE HONOUR YOUR MISSION PROMISE.Customer Answer
Date: 01/21/2025
For clarification, the boots in question are the *** ******* ****** ***** Leather size 7 ankle boots that I purchased on the *** ******* Canada website.Business Response
Date: 01/21/2025
We've issued a one time curtsey return label so the customer can return this final sale **********************. label was sent to the email that the order was placed with. Once the warehouse gets the return it can take up too 2-10 business days to processes the return and then another 2-10 business days for the funds to come back to the customer.Customer Answer
Date: 01/21/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
****** *******Initial Complaint
Date:01/12/2025
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 purchased a $100 gift card on 12-24-24 on their website, they had a promotion to get a $20 gift card with that purchase. I never received that emailed gift card. I emailed the company on 1-5-25 to inquire about the promotional gift card. I received a response on 1-8-25 that I would receive a credit to my card in 72 hours. I have yet to receive the credit for the $20. I than went into a store to return a pair of shoes, on 1-11-25 I was told I would have to exchange the shoes instead of returning if I didn't want to lose my $15 reward credit that I had earned and a $10 gift card I used to make the purchase! I did not want to shop for another pair of shoes but I did not want to lose my credit that I had used or my gift card! I want my $20 gift card,$10 gift card and my $15 reward credit returned to my account for the total $45. The photo attached is the email from the company and the Sorel boots I want to returnBusiness Response
Date: 01/28/2025
The customer has contacted us today about not receiving the points in their rewards account that they were supposed to get in place of the $20 gift card. The points have no been added to their account and should be available to use in the next 72 hours. We did not see a transaction under their rewards information for the return of the Sorel boots they mentioned. As a courtesy we have added the points back for that $10 and $15 discount they had on their purchase so they can use it again on a future purchase.Customer Answer
Date: 01/29/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
******** ********Initial Complaint
Date:01/11/2025
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.
********* sales promotions. I ordered four pairs of shoes during a "buy one get one at 50%" sale. Two of the pairs of shoes did not fit so I returned them. I was surprised to see less credit than I expected and the representative I spoke with said I "returned both of the 50% off pairs" and kept the full-priced ones at home. This makes no sense, I have two pairs of shoes at home and if I had just ordered those two one would have been full price and the other 50% off. I did not get to choose which ones were 50% off! One of the pairs I returned should have received a full price refund. The prices of the shoes kept and returned were exactly equal.Customer Answer
Date: 01/13/2025
Last name requested - it is *********Business Response
Date: 01/31/2025
After investigating the refund amount we have refunded the corrected difference back to the customer original form of payment.Customer Answer
Date: 01/31/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
**** *********
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