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:03/24/2024

  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.

  I placed an order for two pairs of slides on march 18th and it was shipped to me on the 19th. Ive tracked the package several times and its claiming to be delivered, but I never got anything. Ive been trying to contact your customer service team everyday since the 19th and have gotten nowhere. Id appreciate it if someone contacted me in regards to this issue because Im not going to lose out on my money

  

  Business Response

  Date: 03/25/2024

  We see that the customer has contacted us about their situation via email on 3/21/2024. We advised that their package was marked delivered on 3/19/2024 and we could file a lost shipment claim after allowing the full delivery time frame of 7 business days, per our contract with ****** We advised that if they still have not received their order to contact us on 3/28/2024 and we can then file a lost shipment investigation with fedex. 

• Initial Complaint

  Date:03/21/2024

  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.

  On 12-22-23 I went into Famous Footwear store and ***** the store manger, placed an order for **** waffle debut in beige/medium brown size 8. They were out of stock in that size on almost all websites. He stated there were 20 pairs left in the system. I told him about my previous experience at another store I purchased from online and how the order was cancelled the next day stating they had no more in stock. **** assured me since it states 20 available I would be fine. Payment was made and I then I left. Two weeks I hadn't received or heard anything about the shoes I ordered. I called customer service online and they stated the shoes were no longer available. Stated I should've been called or emailed about this. Told the rep I had not. Rep stated I would be refunded back the money that came out of my account on ********. Didn't get money back so I called **** several times and left messages with store I ordered shoe from over the next two weeks. **** never called me back. Went in person two times and both times **** wasn't there but was promised he would call me back. Also, left messages for regional manger to call me. Finally got a hold of **** on 2-16-24. He apologized and stated he didn't know why the shoe wasn't mailed out to me. Stated he remembered the transaction and there were several shoes available. Said he hadn't heard of this happening before. He stated he would talk to the territory manager and get back with me. He called in 2-19-24 and left a message stating due to President's *** he wasn't able to get a hold of her. Stated she should be getting back with him hopefully tomorrow and he would call me back. He also stated he would see what compensation could be done for the mishap. I haven't heard back from them. I called today 3-20-24 and spoke to ****. He stated that he was waiting for me to call him back. Stated the territory mange talked me and left a message. This is not true. States he doesn't know why money hasn't been refunded still.

  

  Business Response

  Date: 04/09/2024

  As we investigated into this matter we didn't find any orders under the email or number provided 
   ************** and ******************
  Please provide proof of Purchase original receipt, order number, or email attached to order 
  
  

  

  Business Response

  Date: 04/09/2024

  Investigation/Notes:

  We Reached out to Customer contact: They found the order-

  Her check was processed on 12/29 and mailed to:      ********************************************************************************************. She should have received it within 2-3 weeks of that date but when I looked up the check it still hasnt been cashed, so she likely never got it. We could either request a new check for her which manual checks take 3-5 weeks, OR you can ask if she would accept a $75  e-GC we could send to the email address we have on file for her.
  
  

  Customer Answer

  Date: 04/19/2024

  I am declining the e-GC and would like a physical check sent to me. I have been to the store 4 times and have made numerous calls to customer service with no response. 

  Customer Answer

  Date: 05/10/2024

  Yetunde wanting to reopen case. Has not gotten money back from initial issue and wanted to ask for reimbursement for time and gas (she notates the round trip from home to office is 40 mins and has done so 4 times) and asks that it not be in the form of egc.

  

  Business Response

  Date: 05/10/2024

  Her check was processed on 12/29 and mailed to:      *******************************************************br>**********,  GA *****. She should have received it within 2-3 weeks of that date
  but when I looked up the check it still hasnt been cashed.

  Customer Answer

  Date: 05/14/2024

  To date I have not received a check and I do not want an e-gift card. Please state in your response what can be done since I have not received the check and what will be done for my time and gas spent. I have spent countless hours calling the store to reach the general manager unsuccessfully and have gone into the store 4 separate times. I reached out to the corporate office multiple times as well as was told my issue was escalated but nothing came of it. 

  

  Business Response

  Date: 05/22/2024

  
  Please accept our apologies regarding the customer refund as we are working hard to get these issues taking care of ******** we are having some update made to our systems that is prolonging the refund checks please advise the customer that we did a stop pay on the first check so that was voided 5/1 as that check was reported lost. We requested a new check on 4/29 and the customer was also emailed on that day as well regarding that she would be receiving a new check please advise customer to allow 3-5 weeks to receive  check in the mail

  Thanks,

  Customer Answer

  Date: 05/24/2024

  Complaint: 21461998
  
  I am rejecting this response because: While I accept the check that is being sent out, I am asking for time and gas compensation. I have put in too much effort and driven four separate times that are 30 minute drives each and would like to be compensated for this. I do not want a gift card to Famous Footwear. 
  
  
  
  Sincerely,
  
  Yetunde *******************

• Initial Complaint

  Date:03/04/2024

  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 purchased boots from Famous Footwear on 1/12/24. I received the boots on 1/20/24. I also started the process to return them that same day. I was sent a return label from Famous Footwear. I took the package to our local ********* store for a ***** pick up on Monday, 1/22. The package was lost. I have asked Famous Footwear for a copy of the return label they previously sent my so I could have the tracking number. They say they have no record of my previous request for the return label. ***** told me Famous Footwear should be able to look at my account and find the record of the requested return label. Famous Footwear is refusing to help in any way.

  

  Business Response

  Date: 03/04/2024

  Investigation/Notes
  Refund

  Refunded back to original form of payment.

   Amount to refund: 

  $79.42
  Sales Order Payment Method 
  Mastercard - ***4495
  Return Invoiced 111696773

  Please allow 2-10 business days 

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair 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.

  Date of incident - 2/17/24 I purchased 2 pairs of shoes and 2 packs of socks. My debit card was declined so I used my credit card to pay for it. However, I was charged on my debit card AND my credit card. I am being told by Famous Footwear that they don't have any record of this transaction but it is clearly debited from my account with their business detailed as being paid for this. The amount of $145.21 needs to be refunded. This is my seconf complaint against this business in less than a year, and quite frankly I am tired of having issues with them. The last issue I had involved them crediting a gift card that was no longer in my possession instead of refunding back to my checking account as I had requested. It took me more than a month for them to refund my money and I didn't even get the compete amount back. I have purposely been avoiding patronizing them because of this issue but figured I would try them again. This seems like a very incompetent business that consistently creates extra work for their customers. I do not like this business at all. I want my money back now! I should have only paid $188 for my items, but I have a charge for $188 on my credit card(that famous footwear acknowledges) and a charge for $145.21 on my checking account that they are denying having any record of. I have already disputed this with my bank.

  

  Business Response

  Date: 02/22/2024

  Customer's pending charges will fall off and customer must dispute with their financial institution.  

  Customer Answer

  Date: 02/22/2024

  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:02/14/2024

  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 placed an order for a pair of shoes on December 29th, order number 005018043682.The package said it got delivered on January 2nd, and ***** provided a picture however, you can clearly see the door where it got delivered and thats not my house. Ive contacted Famous Footwear ********* for a resolution. Famous Footwear keeps giving me the run around saying 2-3 business days, theyve ignored me on ******* and instagram. Ive called them and there is no resolution. I just want a refund for the shoes I never received.

  

  Business Response

  Date: 02/15/2024

  This customer was fully refunded $66.01 on 1/18/2024.

• Initial Complaint

  Date:02/09/2024

  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 Feb 3rd, I went online and purchased a pair of shoes from Famous Footwear located in the Waterfront area of *********, ** , Order # ************ the shoe cost $69.99 I did curbside pickup and was emailed saying that I will receive an email within the hour to pick up my order from the store. An hour went back and I received an email stating the order was cancelled due to insufficient inventory, however the shoe I picked online it said it was in stock and ready for pickup at that store location. And on the email I was told that I was not charged for the order. I checked my bank account and I have a pending balance of $69.99 on my account and its been pending since Feb 3rd, I went to the store they said there is nothing they can do even though its there fault, and I have to wait for the money to be put back on my account even though the email said I shouldn't be charged. I called customer service and they stated there is nothing they can do and said I should dispute with my bank. I just want my money back at this point. Especially when I don't even have the pair of shoes I wanted, I feel like I was robbed out of $69.99 for something I don't even have because of there poor inventory updates. I shouldn't have to wait this long for my money to come back on my account for something that they did wrong on there part.

  

  Business Response

  Date: 02/10/2024

  Order cancelled and customer wasn't wasn't charged for the order.

  

  Business Response

  Date: 02/10/2024

  The customer has reached out to us previously about the issue and we advised that there is only an authorization on their account, and that should remove itself from their account since the order and charge was not completed. When an order is placed, an authorization is placed on the card to hold the funds and the charge is not completed until the order is successfully picked up or shipped to the customer. Since it was canceled due to inventory, the charge should not have completed on their account and they should have only seen a pending charge. In cases where the pending charge does not drop from a customer's account, we recommend them to reach out to their bank about the issue and/or dispute the charge since it was not completed on our end. We provided the customer a $25 gift card for the inconvenience of the situation as well. 

• Initial Complaint

  Date:01/18/2024

  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 purchased a pair of size 11 men's slippers on Dec 31. I received the wrong slippers (completely different size 11 women's slippers). The company will not honor their original pricing and want me to pay additional shipping after they mailed me the wrong slippers. They want me to drive 30 miles to exchange them. I feel this is an unreasonable business practice. They took 6 days to respond to my email. They are not taking responsibility for their error.

  

  Business Response

  Date: 01/19/2024

  The customer has contacted us previously through email and social media regarding them receiving the wrong item. We have had a higher volume of emails due to the holidays and all inquiries are answered in the order they are received as fast as we can. In both instances, the customer was advised that we do not process exchanges online and through the mail. There were provided the options of placing a new order and sending the incorrect shoes back for a refund or going to her local store for an exchange. The customer was also provided with a prepaid return label and a free shipping code to use for their new order. As a courtesy, we have replaced their order for their missing item and ask that they return the incorrect item at their earliest convenience.
  
  

  Customer Answer

  Date: 01/22/2024

  Better Business Bureau:
  

  I feel that Famous Footware needs to update their policy on exchanging items, when they mailed the wrong item to the customer. They should have a process in place that allows them to send out the correct item to the customer's address and send the customer a return label. It shouldn't be a huge process for the customer to need to go on their website again and place an order again, go on the website again and go through the process of making a return, and then you need to also find a ********* to return the shoes. Basically, they need to make it easier.
  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:01/15/2024

  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 purchased 3 pairs of shoes online from *********** on November 15, 2023. The return policy on their website states that returns are accepted within 90 days of purchase and returns can be made from the website. I logged in and tried to get a return label but on my account there was no option to get a return label. So I emailed the company using the form provided on the website to get in touch with customer service on January 9th, 14th, and 15th. The acknowledgement email they sent said I should be expect a return within 2-3 business days; however, there has been no attempt to contact me from the company. I have also tried calling the 1-800 number listed on the website (**************) more than a dozen times. No one has picked up a phone call—the automated message says that the office is closed for the holidays, however, there is no public holiday occurring on the days I’ve called. It also says that the business hours for phone are Monday-Friday 9am to 6pm central time. I’ve called within their operating hours however no one has picked up the phone. All I’m looking for is a return label so I can process my return within the 90-day return window and get my money back. I’ve tried messaging the company’s instagram account and leaving comments—no contact has been made. This experience has left me feeling awful as a customer—this is hard earned money in a challenging economy and I feel like this company is trying to steal from me and wait out their return policy so I cannot make any claims for return

  

  Business Response

  Date: 01/16/2024

  We have record of the customer emailing us multiple times for help with their return. We have been experiencing a high email volume than normal due to the increase of inquiries during the holidays. We see that an email representative has emailed the customer a prepaid return label and return instructions. Once we receive the return back to our warehouse, it will be processed within 2-10 business days of being received. 

• Initial Complaint

  Date:01/11/2024

  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 ordered a pair of boots on 12/17 and I never received the boots, but I was charged for them. I contacted the company customer service email immediately after realizing the issue and all I got was an automated message that they would be contacting me. Nobody ever contacted me. Nobody tried to resolve the issue. No response. I have was hoping to get this resolved before christmas as i needed either the boots or the money back but that did not happen and I am still missing boots and my
  money. I submitted a previous complaint and they sent me a $25 gift card which I responded with that I decline because the boots were a little more than $200. I did not receive a response.

  

  Business Response

  Date: 01/12/2024

  BBB complaint:********.
  
  Complaint Involves:
  Refund Or Exchange Issues
  
  Customer’s Statement of the Problem:
  
  I ordered a pair of boots on 12/17 and I never received the boots, but I was charged for them. I contacted the company customer service email immediately after realizing the issue and all I got was an automated message that they would be contacting me. Nobody ever contacted me. Nobody tried to resolve the issue. No response. I have was hoping to get this resolved before christmas as i needed either the boots or the money back but that did not happen and I am still missing boots and my money. I submitted a previous complaint and they sent me a $25 gift card which I responded with that I decline because the boots were a little more than $200. I did not receive a response.
  
  
  Will be refunding the customer:
  
  Amount to refund: 
  CA$225.99
  Sales Order Payment Method 
  Visa - *******

• Initial Complaint

  Date:12/05/2023

  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 placed an online order, order number ************ on 11/8 and selected store pickup. My card was charged during this time. On November 14, I received an email saying I had one day left to pick up the order, which I never did. I inquired about the order several times via email, no response. I opened a formal complaint 11/30. I received a response stating the order was completed on 11/16. I never picked up the order, and expect a refund immediately.

  

  Business Response

  Date: 12/05/2023

  Customer was refunded back to the original form of payment.