Business Profile

Shoes

Caleres Inc.

BBB Accredited Business A+Rated by BBB

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 Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/11/2025
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.
********* 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,

**** *********
Initial Complaint
Date:12/04/2024
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.
On 12/1/24, I ordered a pair of shoes through the LifeStride website. I paid with ******** and my incorrect address was put in for shipping. I immediately contacted the text support line to ask if I could have the shipping address changed. They said to send the new address and they would send it to the processing center. Hours went by and I never received confirmation. I tried calling, but as it was Sunday, no one was working. The following day I got an email saying they can't change the address and I can return the package once I get it and order again. I can't return a package I never receive. I called customer support, who told me that it's never possible to update a shipping address, despite the text support line misleading me to think that it was. At this point, I was outside the one hour cancellation window. I was told my only recourse is to track the package, and once it's arrived, I can file a lost package report to seek my refund. I have repeatedly asked for cancellation of the order and a refund to which no one is receptive. The customer support text line gave me wrong information resulting in this dilemma. No package has even been received by ***** at this point, and I see no reason why they can't just update my address or cancel this order due to their mistake in providing me with incorrect information. No one in customer service has been helpful on this matter.
Business Response
Date: 12/05/2024
We reached out to customer ******* ******* on 12/4/2024 again and advised her once the full shipping time frame elapses we would open a lost shipment investigation and work to make her whole. If the package is not received she would receive a refund. This package has not yet been delivered.
Initial Complaint
Date:12/03/2024
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.
I am needing help with an incident at the Famous Footwear location in *******, ****. It was on Black Friday/ so the 29th. I was the first ****** at the register ar 10am. I had a pair of shoes a friend had boughten me, but didn't fit. When they went to refund me my shoes, they didn't give me the whole refund. It was only $48.14. I had the young gal get the manager, because they still owed me more. The shoes itself was over $70. The manager- was either not trained well enough or she was trying to do something illegal. She did agree that I was owed $32.15. But here is the crazy part. She made me BUY the shoes again for $32.15. Then she made me return them AGAIN. How is that a refund??? I DID NOT GET MY FULL REFUND. Famous footwear still owes me $32.15. I feel like I had money intentionally stolen from me. I truly believe famous footwear stole from me. This is illegal and I am demanding for my $32.15. I have a witness. My boyfriend was with **** don't know who can help me. But I would greatly appreciate any help I can get.
Business Response
Date: 12/03/2024
We are doing research on the transaction(s) and will email the customer.
Customer Answer
Date: 12/04/2024
Caleres hasn't reached out to me yet. I need them to reach out to me. I need this settled because they owe money.
Customer Answer
Date: 12/04/2024
Complaint: 22632357

I have reviewed the business' response and am rejecting it because:

Caleres hasn't emailed me. They never haven't reached out to me. They owe me money and I want it back now.

Sincerely,

***** *******
Business Response
Date: 12/05/2024
On 12/3/2024 we escalated this issue to our Customer Resolution Team. Once our Customer resolution Team reviews this issue (which may take a few days or so) they will send the customer an email with an update on this issue.
We need a few more days to look into/research this issue.
Initial Complaint
Date:11/14/2024
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 ordered boots through Famous Footwear website, received them on 10/24/2024 and returned them on 10/25/2024 at the listed store location. Transaction 6850. Register 2. Store 3623. Associate ******.The refund should have been for $24.98. I was told it would take 10 business days.When I called the ************** number on 11/7/2024 (reference number 241107-000473) I was told2-3 business days. It never happened.I called today spoke to Jouwell 11/13/2024 who claims there is trouble issuing the refund and has handed it off up to another department. At this point they either need to issue my refund today or cut me a check.
Business Response
Date: 11/15/2024
Customer was refunded back to the original form of payment.
Customer Answer
Date: 11/15/2024
This has been cleared up. Thank you
Initial Complaint
Date:10/29/2024
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.
Hey there Allen Edmonds, I had ordered a pair of shoes on 6/6/24 (order # ************ *************-toe Oxford in size E). I paid a total of $220.58 after discounts/sale. They were too narrow and I returned them. I just reordered (on 6/25) the same shoe in 2E width (order # ************), and now the price is ****** after discounts/sale. A difference of $******.When I originally called to return the shoes purchased on 6/6/24 I was told that after I re-order the shoes I could email the customer service team to get a refund of the difference (******). I have sent two emails to Allen Edmonds requesting this price correction. I did not even receive a response....pretty poor service. ****
Business Response
Date: 10/29/2024
We have looked into the customer's account and see that the last time the customer contacted us was about initiating their return on 6/25/2024. We do not have a record of the customer contacting us back about placing their new order and asking for the price adjustment. We have processed a $107.16 adjustment on order #************. The customer should see the funds come back to their account within 2-10 business days or within the processing time of their financial institution.
Customer Answer
Date: 10/31/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

**** *******
Customer Answer
Date: 05/07/2025
I returned these unworn shoes. I purchased them with a gift card and **** card. I was promptly refunded the portion I paid with my credit card. However, I have not received a new gift card refund as of yet. I called Allen Edmonds customer service and was told my gift card refund should hit anytime. That was 3-4 days ago. That was of very little help. What ticks me off is two things: 1. this is the 2nd time I have had to file a complaint with Allen Edmonds for a gift card refund. I like their shoe products, but the service is completely non existent 2. By not getting my refunded gift card in a timely manner, I missed the great sale that ended last evening. This just adds fuel to the file What I wish is that Allen Edmonds do the following: 1. issue my gift card 2. honor the sale price that I missed on due to Allen Edmonds poor service and a timely process. Thank you, **** *******
Business Response
Date: 05/08/2025
We see that the order the customer is referring to, ************, was refunded in our system and an automatic gift card email was sent to the customer on 4/28/2025 to the email on their order.

We have resent the gift card to their email on file and they should receive it within the hour. If for some reason the customer does not receive it, they can respond back to our email or call us at ************ so we may continue to assist until the customer receives their gift card.
Customer Answer
Date: 05/09/2025
Complaint: 22486565

I have reviewed the business' response and am rejecting it because:

Allen Edmonds said in the attached response that they sent the gift card to me on 4/28/25. This would have been ideal if it were true. Allen Edmonds sale ended 4/30/25 and I was planning on using the gift card to make another purchase.
I did not receive the gift card until 5/8/25 (see attached email from Allen Edmonds). Thus led me to missing out on the sale.
Allen Edmonds did not offer to lock in the sale price of the shoes I had returned (very poor on their part)
That is the reason I do not accept the response.
Allen Edmonds should honor the sale price.
Sincerely,

**** *******
Business Response
Date: 05/10/2025
We have reached out to the customer & sent the Gift Card for refund.
Initial Complaint
Date:10/28/2024
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 of transaction was October 27th 2024. The total for this transaction was ***** I paid 77 dollars in cash and I attempted to pay the rest (*****) on my husbands Apple Pay. The checkout device stated that I was only approved for a portion of the money so my husband transferred in 7 dollars more and we tried again. He tried to transfer in 15 now this shouldve been enough but it kept saying my account was only approved for a portion so he added in 9.25. Each time I specifically pressed cancel but looking at my account history it took the money out but famous footwear claims they dont see those transactions on their side. I called customer care and same thing. But now she says its refunded itll take a few days but at the same time she says they never took money out and they dont have my money the status on my bank says the transaction was approved and it was paid to famous footwear. They stole my money and they refuse to give it back.
Business Response
Date: 10/29/2024
We see that the customer previously contacted us about the situation and we have 3 recorded transactions listed for 10/27/2024. We see that the first transaction was the original sale and the tenders listed are $77.00 and $20.85 in cash. The second transaction was a refund with the tender listed as $97.85 cash. The third transaction was another sale with the tenders listed as $77.00 cash and $20.85 charged to a debit card ending in 4065. We are currently doing further research to see if we can find other charges to the customer's debit card in other systems. We will reach out to the customer via email once we have finished our investigation.
Initial Complaint
Date:10/25/2024
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 placed an order for shoes on 4/13/23 (#************). The product was poor quality and cheaply made. Not the typical AE product. I returned it the next day via ***** (************). Per the tracking, it was received on 4/19/23. I've reached out to Allen Edmonds multiple times and have not received a response. I just want a refund for the shoes. Please advise.
Business Response
Date: 10/28/2024
Received BBB complaint ID **************

Issue:The Customer returned a order # ************ with tracking # ************ it was marked delivered to the warehouse but the customer never received his refund.

Settlement:
The customer wants his refund in the amount of $212.50

----------------------------------------------------------------------
Investigation notes/ Resolution: There was a processing error on our end when the refund was issued out. So we went ahead and pushed the refund through. Please allow 2-10 business days for the credit to post. We have also added 300 points to the customers rewards account
Customer Answer
Date: 10/28/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

****** ********
Initial Complaint
Date:10/25/2024
Type:Sales and Advertising 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 have requested to be pulled from all text messages 4 times. Each time a polite associate assures me I will not receive any more but yet I continue to get them
Business Response
Date: 11/19/2024
We have looking into all systems, this customer has been opted out of all marketing emails will not be sent to this customer. The only emails that are connected to orders.
Customer Answer
Date: 11/19/2024
Their response is that they will stop all emails. They continue to send texts to ************ . Each time I called they said they would stop. Latest one received yesterday
Customer Answer
Date: 11/19/2024
Complaint: 22475305

I have reviewed the business' response and am rejecting it because: they control send text messages to ************.

Sincerely,

**** ******
Business Response
Date: 11/20/2024
We have confirmed that the customer has been correctly opted out of our system for mail, email and text messages. We have submitted a ticket to our IT team to look into it further because the customer should have stopped receiving text messages.
Customer Answer
Date: 11/21/2024
I appreciate last update. Will see if they truly stopped over next week
Customer Answer
Date: 11/21/2024
Complaint: 22475305

I have reviewed the business' response and am rejecting it because:I just received this.

Allen Edmonds: The best of Black Friday right now: $199 shoes and $249 boots.

Shop Shoes: ********************************************************;

Shop Boots: *************************************************** .

Sincerely,

**** ******
Initial Complaint
Date:10/22/2024
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 ************ shows as being delivered but I have not received. I have called and they advised me to wait a week before they can launch an investigation. I sent an email and they want me to respond and answer a series of questions. All for an order I needed as a birthday gift! I dont even want a reshipment just a refund at this point and to not have to go through a long drawn out process!!
Business Response
Date: 12/02/2024
Customer was refunded back to the Original Form of payment
Initial Complaint
Date:10/20/2024
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.
Purchased pair of shoes at ****** online. The shoes fits very loosely to the point it falls off my feet. contacted mac's and was advised to contact the *********************** for a refund / exchange. Upon contacting Lifestride, i was issued a return label to send the shoe to there returns department. I received email communication from an customer service agent ****** indicating that they will offer a good will refund of $15.00 or send the shoe back to be in 30 days or more and will not be able to provide any further information. I wrote back indicating of unsatisfactory service and that i have purchased many of their product in the past and the fix was correct, that was clearly a sizing issuing with the pair being questioned. Product - Women's Parigi Dress Pump - Black - size 7 M I would appreciate any assistance on this request.
Business Response
Date: 07/24/2024
We are not Life Stride. We are a returns center for Life Stride. We do not sell shoes. We simply inspect returns and return to stock. Any requests for refunds would have to be made through ****************************
Customer Answer
Date: 07/24/2024
hello, i have made an attempt to customer service and the send me back to the returns department where I send the shoes. Thank you.
Business Response
Date: 10/21/2024
Refunded customer w/Gift Card
Customer Answer
Date: 10/27/2024
Your order number is: 005022086004 - Life stride have provided me with a E gift in the amount of $47.99 i am guessing as a refund to my original request. i was able to use the e gift card on there website and to repurchase another pair of shoes.
Customer Answer
Date: 10/27/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

****** ******

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Caleres Inc. is BBB Accredited.