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:10/17/2024
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.
Bought a pair of boots from famous footwear online on clearance. First time i went to order size 8 was in stock and when I went to "place order" it took it away and said it could not be fulfilled because it's out of stock. I then went and bought a size 7. Got the order today and no only is it the completely wrong boot, but the box says size 7 and the boots are size 6.5. Called famous footwear and they said I could return them and buy another pair. Went to order and 8 was back in stock so placed the order and as soon as I went to pay again, guess what? Out of stock and cannot be fulfilled. Now the boots are no longer available. Box is literally TAPED together. Like is this really the type of service i should be expecting? The amout of time ive spent and wasted on this process is ridiculous. This is so absolutely frustrating I can't even begin to describe. I want to boots I ordered!!
Business Response
Date: 10/18/2024
Refunded customer back to the original form of payment.Customer Answer
Date: 10/20/2024
Complaint: 22436952
I have reviewed the business' response and am rejecting it because:Refunding me for a pair of junk boots, wrong boots, wrong size, torn up box, I didn't order would be the right thing to do, however I damaged my credit by applying for a credit card with famous footwear to get a discount for the boots I ORDERED. So I now have put an hard inquiry on my credit score in addition to NOT receiving the boots I ordered and now they are out of stock since your company sent the wrong ones. What are you going to do to fix this? Refunding my money does nothing. It does not satisfy tbe situation and does not provide me with the boots I ordered. I want another pair of boots of my choosing now, for the cost in which I paid for the ones I didn't receive since the ones I originally ordered cannot be ordered anymore. Or, send me the boots I ordered.
Sincerely,
***** ***Customer Answer
Date: 10/20/2024
Please send me these in a 7.5 as a replacement since the ones I ordered are now unavailable.Initial Complaint
Date:09/19/2024
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 got these H32**3137373838303432H at Macy&#**;s and the bottoms peeled out of them and it is a sticky green bottom. I mailed the H32**3137373838303432H back. I called the company, filled out the form and I would have to pay for shipping. They wanted the receipt but I lost it. I showed them a copy of my bank statement and would not look at it. They gave me half the price. They depreciated the value of the H32**3137373838303432H. I asked to get a pair of H32**3137373838303432H to buy the difference with the shipping. They still owe me $40.00.I would like the rest of the $40 back or let me buy another pair of H32**3137373838303432H on their website.Business Response
Date: 09/19/2024
Emailed customer a Gift CardCustomer Answer
Date: 10/23/2024
I am not satisfied, the business placed $30.00 onto a gift card, and would like it placed back on my credit card or they can send me a check, so that I may be done with this issue.Business Response
Date: 11/01/2024
The customer has already been issued a gift card for $30.00 and a corporate check for $40.00, totaling $70.00. At this time, we cannot provide further assistance.
According to our defective return policy, we require proof of purchase for the order. If proof is not provided, we will issue a refund based on the last sales price of the item. We also refund up to $20.00 for return shipping fees.Customer Answer
Date: 11/04/2024
Complaint: 22304684
I have reviewed the business' response and am rejecting it because: I still wish to be refunded the full balance of the shoes. I had surgery on my foot and it is not easy to go to the post office to try on shoes. They depreciated the value of the shoes because I could not find the original receipt. The shoes were defective.
Sincerely,
******** *******Initial Complaint
Date:09/19/2024
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 ordered a pair of sandals and it went to a previous home where I used to leave and took them off the porch. I called the corporate store and they said it would be another 8-10 weeks for my refund. I would like my refund for these sandals.Business Response
Date: 09/19/2024
Mailed customer a refund checkCustomer Answer
Date: 10/09/2024
I have not gotten my refund yet. I called them on 10/7/24 and they said "we have no idea when you are getting it". My po box is still active and can accept packages and mail. I want my refund. Please send it to the po box so I can get my refund. I have waited patiently enough. I should have had a refund within a week, we are now months in.Customer Answer
Date: 10/09/2024
I also wanted to add that over the phone on 10/7/24 they called me an F***er.Customer Answer
Date: 12/18/2024
12/18/24 JM: Consumer has received the refund and wants the complaint Close.Business Response
Date: 12/18/2024
********: Spoke with their *************************** and they've confirmed a refund check was sent out and cash back the consumer. They always has offered the customer for any inappropriate action on their part.Initial Complaint
Date:08/31/2024
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 ordered shoes from this company online. I returned them to the ********************************** in ************. The girl seemed confused and I was skeptical. It has been almost 2 weeks and I haven't gotten the refund credited to my account and I gave them the product back. I keep calling and writing emails but they ignore them. The date of this incident was 8/16/2024. Store # **** Reg#1 Transaction # **** Associate # ******.Business Response
Date: 09/02/2024
Refunded customer back to the original form of payment.Customer Answer
Date: 09/10/2024
It has been resolved.Initial Complaint
Date:08/27/2024
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 received a pair of shoes from *********************** that did not fit properly. I wore them one time for about half an hour and my feet hurt returned the shoes within the 60 day window which they say is a return policy and they refuse to accept the shoes claiming they were worn. .The company 60 day return policy to be dishonest and deceitful I understand if I didnt return the shoes within 60 days but I did. Im expecting a full refund for the shoes.Business Response
Date: 08/28/2024
The customer had previously corresponded with us about their return. Our warehouse determined that there is not a defect with the shoes and had offered to stretch them for them at no charge to help with the fit. The customer declined saying that they did not want the shoes back at all. It does state on our site under the return policy that items must be unworn.
"As part of our commitment to handcrafting the very best footwear, we want you to have plenty of time to make sure youre completely satisfied with your purchase. With you in mind weve made a few updates. 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. 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."
****************************************************************
As a one time courtesy, we can have the customer return the ********************** to us in the ******************** for merchandise credit. We can also provide a prepaid return label to the customer.Customer Answer
Date: 08/28/2024
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.
I will require a return slip to ship the shoes back and I understand that I will be offered another shoe or credit in the amount of issues I purchased. I have that wrong. Once I have returned the shoes and I Receive store credit I will return and pick a new pair of shoes so will hopefully fit properlyIssues with the shoes all have been they dont fit well. I purchased other **** shoes that fit perfectly fine. These simply did not fit.
Sincerely,
*************************************Initial Complaint
Date:08/19/2024
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 shoes for my son and me on June 8/24 from famous footwear -************** (******) ********** location had my size but was the demo pair and my sons could be ordered to ship to home - The sale women told me they found a size and will deliver to my home. My sons arrived mine did not- after 2 more weeks I called and they told me the size was not available, and cancelled my order! I was not made aware of this and called the store directly. She told me that I should have paid by credit card not debit because it takes 6 weeks to get my money back?!? Nobody had reached out I have called 3x to the head office they keep telling me 3 more weeks for my money. It has been almost 3 months! They owe me money for the shoes I paid for and no chq has been sent to my house. The last time I called they said they had a system change over and it will take another 3 weeks. They stole money from me and I want my money back!Business Response
Date: 08/21/2024
We processed a refund check on 7/9/2024 for this customer. We had a system upgrade that slowed the processing time of sending those refund checks out. This refund check has been sent to the customer.Customer Answer
Date: 08/21/2024
Complaint: 22156138
I have reviewed the business' response and am rejecting it because:I HAVE NOT RECEIVED A REFUND chq- you can confirm it has not been cashed with your AR ***** I was told the refund was sent out July 18th the last time I called it has been over a month. You should be rectifying this by sending it fed x where a signature is required to confirm receipt. I am sure you will continue to state it has been sent and prolong this matter further. I want my money back!
Sincerely,
****** ******Customer Answer
Date: 09/25/2024
Hi there!I received my chq today- I have not cashed it yet but wanted to inform you****** ******
Initial Complaint
Date:08/14/2024
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.
Went in to purchase shoes, My total came to $217, Once I swiped my card the keypad ask if I was ok with paying just $149.46 because that is all I had in my checking account I pressed No because I was going to transfer more money from my saving to pay the whole amount. Unfortunately the $149.46 still came out of my account and cashier proceeded to tell me that it should return within a few minutes because the transaction was cancelled it did not. After a hour I contacted my bank (Vystar) to see if the transaction was in a cancel or pending state they said No it was completely paid for and not in the process of being returned, They contacted their customer service and I.T department they proceeded to tell me it never came out. Their I.T department asked me if I could wait 24 to 48 hours to see if itll return and it has not. The incident happened on 8/12/24. My $149.46 was taken and I did not receive any shoes.Business Response
Date: 08/14/2024
The store manager from store#**** in ************, ** called ************* on 8/12/2024 to reports customer in store/ used her card but question from system asks if you want to use partial amount on order
-customer selected no but charges are now showing removed from her bank
account
$149 plus- then $217.47 yes or no
No receipts to review
and partial payment not showing for store so couldn't move forward until balance
shows and cannot cancel as nothing is showing for order
Searched customer
account /transaction not showing for today
Spoke with customer and
suggested customer give ***** hrs to see if charges fall off / can dispute with
bank
Customer pushing back and handed phone back to Store
Mgr
Store Mgr advised customer there is nothing showing in her system and
any charges should fall off per her text support
Customer became verbally
aggressive with Store Mgr who asked her to leave /customer left the storeCustomer Answer
Date: 08/15/2024
That is correct, I was very upset. My money was taken while trying to finish school shopping for the 5 kids that I have, who wouldnt be? I was NEVER asked to leave, That is so untrue! She gave me the number to customer service and I left on my own. I also returned about a hour later with my sister and she purchased the shoes for me, while there at that time The manager asked if my issue was resolved and did my money return, I responded No it did not and She replied Im sorry about the situation. I dont understand why shes giving false statements. I also waited the ***** hrs and my money was still not returned, It has been disputed with my bank and I have been credited as of today, So they will be in contact with Famous Footwear! Good Day!Initial Complaint
Date:07/26/2024
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 DATE: May 31, 2024Business Response
Date: 07/26/2024
The customer contacted us previously about an issue with their sandals being defective because their strap broke. We advised the customer of our defective return policy which is stated on our website under the *** section, in "My shoes are defective. Can I return them?".
**********************************************************************
We advised the customer that our policy states that we need the shoes to be returned to us so they can be inspected for defects. The customer said they already threw the sandals away because they were broken. We advised that we unfortunately would need the shoes in order to return them under the defective return policy and provided a 20% off coupon for a new order.Customer Answer
Date: 08/02/2024
I never received said 20% of coupon.Business Response
Date: 08/06/2024
A Promo Code was provided to the customer.Initial Complaint
Date:07/19/2024
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.
7/02/24 ORDER 005020354911-ORDER PLACED 7/03/24-ORDER SHIPPED 7/05/24-ORDER SHOWS DELIVERED 7/07/24-CONTACTED TO LET THEM KNOW SHIPMENT HAD NOT BEEN RECEIVED(WITH THE ***** COMING WE WERE IN AND OUT PREPARING TO EVACUATE IF NECESSARY)07/10/24- RECEVIED MESSAGE TO DOUBLE CHECK AREAS ADVISED IF SHIPMENT WAS NOT RECCEIVED BY 07/15/24 TO CONTACT THEM AGAIN 7/15/24- CONTACTED FAMOUS FOOTWEAR AGAIN 7/17/24- WAS TOLD THAT THEY WOULD NOT REFUND DUE TO A PREVIOUS SHIPMENT NOT RECEIVED(OVER A YEAR AGO) THAT I NEEDED TO CONTACT THE SHIPPING CARRIER TO FILE A CLAIM 7/17/24-TRIED TO DO CLAIM ONLINE, GOT A MESSAGE THAT ONLY THE COMPANY THAT SHIPPED PACKAGE CAN FILE CLAIM DUE TO IT GOING SMART POST CONTACTED FAMOUS FOOTWEAR AND THEY REFUSE TO FILE A CLAIM, RESHIP TO A BUSINESS ADDRESS SO THAT THE PACKAGE CAN BE SIGNED FOR AND REFUSE TO REFUNDBusiness Response
Date: 07/19/2024
This customer has been refunded $58.98 for order#************.Customer Answer
Date: 07/21/2024
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:07/14/2024
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 pair of shoes from Naturalizer a few years ago. I've only worn them a few times and kept them stored in the original box. A few months ago, I wore them and they completely fell apart. I took pictures and filed a complaint to the Naturalizer website. I received an email from the company stating that they couldn't replace the shoes or parts, but they would refund me. I sent the shoes as requested along with a receipt of the shipping cost. I've been in contact with the company via email, at which time they requested the shipping cost receipt again. I sent it again. A few months past with no action on their part. I emailed again inquiring about the status, to which I received a reply stating they can't refund me without a receipt. I explained to them the shoes were purchased years ago in the original email, and sent them the shoes as requested, and was told I would receive a full refund. Now months later they're saying I can't get a refund. I would like Naturalizer to honor their offer, their word, to send me a check for a full refund for the defective shoes.Business Response
Date: 07/15/2024
Please have customer resend email of receipts in a smaller format for our order analysis team so they can request a good will check
*****************************************
REF# ******-000170Customer Answer
Date: 07/15/2024
Correspondence between the company and myself, in which they stated they would send me a refund.Customer Answer
Date: 07/15/2024
I have reattached the requested information.Business Response
Date: 07/18/2024
This customer was refunded in the amount of $80.70 ($65.00 for the shoes and $15.70 for the return shipping costs) on 7/16/2024. A refund check was requested for this customer on 7/16/2024.Customer Answer
Date: 07/19/2024
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,
***************************
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