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

  7709 Beechmont Ave Cincinnati, OH 45255

• 

  Famous Footwear

  3165 Princeton Rd Hamilton, OH 45011-5338

• 

  Caleres Inc.

  18675 E 39th St S Ste H Independence, MO 64057

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:11/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for auto pay to pay my famous footwear bill like I always make sure to do in order to avoid missing a payment date as it is too difficult to keep track of numerous payment dates for different cards. Despite signing up for autopay, I apparently didn't get my bill automatically paid and was assessed a late fee. Upon checking, it doesn't have any auto pay set up on the account. I don't know how this is possible when the first thing I always do upon receiving a bill is set up auto pay. I NEVER don't use auto pay in order to avoid having late fees like I'm dealing with now. I have now been assessed at least two late fees that I am aware of. I really don't feel it is fair for me to have to pay late fees that I took the steps to avoid having.

  

  Business Response

  Date: 11/16/2023

  We do not have access to any of the customer's information for their credit card account. The customer will have to reach out to Comenity, the issuing bank, to discuss payment issues. The customer can reach them at the number on the back of their card, **************.

• Initial Complaint

  Date:11/14/2023

  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.

  I will be going out of town soon and I wanted to buy my aunt her favorite shoes. I went to the website Naturalizer.com and added the shoes that I wanted in my cart and adjusted shipping to expedited shipment , I went back to pay with Apple Pay and I noticed that it was shipping my order with economy shipping. As soon as I saw that I canceled the order as it was giving me the option to while I was counting down twice I waited for an email confirmation that I cancel the order I waited for my money to be returned. None of that happened the next day I called the representative. They said my order was not canceled, and that it was being shipped to me, I wouldnt mind us but I need to shoes before I leave within the next five business days so I asked if I could pay extra and they said no so now I will not be getting my shoes in time and also their website is not working and they dont believe me. The manager had an attitude as if I was lying and Im disappointed in this company overall for not even letting me expedite my shipment or cancel.

  

  Business Response

  Date: 11/15/2023

  This customer placed an order on 11/13/2023 and tried to cancel that order.  That order was not able to be cancelled and has shipped to the customer.  The order is scheduled to be delivered to the customer by ***** on Saturday 11/18/2023.  The customer advised us on 11/14/2023 that she was disputing the charges with her bank.

• Initial Complaint

  Date:11/09/2023

  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.

  They stole my money they are refusing to give me my money they owe me the manager knows what happened she refused to pay me the amount they owe me and very hostel workers said rude comments saying its only a lil bit money quit complaining SMH its still my MONEY!!!! Pay Me!!! Headquarters didnt do anything to help either bunch of thieves!!!!

  

  Business Response

  Date: 11/10/2023

  ************************** vistited our store on 5/1/2023.  ******** made a purchase and then told the store associate that he would take his purchases to his vehicle and then return to the store for his change from the transaction.  ******** stated that when he returned to the store, the doors to the store were locked.  The customer was unable to give the exact amount of change that he was due from the in store transaction.  The customer believes the amount was about $23.00.

   

   

  Customer Answer

  Date: 11/15/2023

  Complaint: 20850166
  
  I am rejecting this response because:  I would like to be refunded $23.38 
  
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/16/2023

  Since this was an in store transaction, we would not be able to refund with cash. However, we can issue a $30 e gift card for the refund and for the inconvenience. 

  Customer Answer

  Date: 01/19/2024

  I would like to receive the amount that they owe me.  You can get in contact with me at ************.

• Initial Complaint

  Date:11/09/2023

  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.

  On 11/7 I purchased two pairs of shoes in store # **** Trans 4672 Reg # 2. Total ******. Initially I was going to use my credit card, but since there was only an allowable balance of ***** on that card, I canceled that so I could make a full payment with my debit card versus a partial payment with my credit card. I paid in full with my debit card but ***** was still charged to my credit card even though it was canceled at the terminal. My credit card statement cycle went through and included this ***** charge that was posted to my credit card in error. I called and spoke to **** a supervisor with the company and **** ************ where they told me there was nothing they could do. This is a poor business practice. A canceled transaction should never be continued through to the financial institution. As a result of their practice, I had to pay for shoes twice. I will eventually be refunded to my credit card they said but in the meantime, I will be paying interest on a charge that posted to my credit card in error.

  

  Business Response

  Date: 11/10/2023

  On November 7, 2023 *********************** attempted to use her credit card to make an in store purchase but the transaction did not fully process and a temporary authorization for $97.00 appeared.  Since this was a temporary authorization the customer was advised that temporary authorization would be reversed by her financial institution within 2-10 business days and to dispute the charges with her financial institution if after the 10th business day the charges are not reversed by the financial institution.

  Customer Answer

  Date: 11/10/2023

  Complaint: 20849071
  
  I am rejecting this response because:
  
  1. No one at the store stated there would be any charge to my credit card when I canceled the transaction.

  2. There was a new transaction completed where I utilized my debit card as you can see on the attached receipt no mention of the credit card at all.

  The ***** has posted to my account and as a result of this charge, I have to pay interest on this transaction that was canceled and never should have occurred in the first place.

  This is poor business practice.

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/02/2023

  Type:Delivery 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 a pair of boots on 9/16. I never received the boots, but I was charged for them. I contacted the company four times in the last four weeks. All I got was an automated message that they would be contacting me. Nobody ever contacted me. Nobody tried to resolve the issue. I asked for a refund. No response.

  

  Business Response

  Date: 11/02/2023

  Received BBB complaint ID *************
  
  Issue: I ordered a pair of boots on 9/16. I never received the
  boots, but I was charged for them. I contacted the company four times in the
  last four weeks. All I got was an automated message that they would be
  contacting me. Nobody ever contacted me. Nobody tried to resolve the issue. I
  asked for a refund. No response.
  
  Settlement: Refund
  
  ----------------------------------------------------------------------
  Investigation notes/ Resolution:
  
  This customer was refunded back in
  the form of payment that was use when the order was place in the amount of 106.99.
  As of 11/02/2023 An email was sent to customer advising the customer the timeframe
  to receive the refund, which is 2-10 business days depending one there banking institution. please reach out to us if you need further assistance.

  Customer Answer

  Date: 11/09/2023

  I received an immediate refund from the company. Thank you for your assistance!

• Initial Complaint

  Date:10/23/2023

  Type:Delivery 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 and I am still pending delivery. my package says delivered but I have not received it. I reached out to the company via email and just got a response of the delivery confirmation I went ahead and emailed them back and I got an email saying my email was blocked so I called them up and still no resolution.

  

  Business Response

  Date: 10/24/2023

  Customer ************************* placed order#************ on 10/9/2023 that ***** shows tracking#******************** as delivered on 10/16/2023.

  The customer did not receive this order and a lost shipment investigation was opened.  The customer was fully refunded $169.90 on 10/23/2023 back to the **** used on that order.

   

  Customer Answer

  Date: 11/01/2023

  The business refunded me my money for merchandise i did not receive.

• Initial Complaint

  Date:10/13/2023

  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 on Famous Footwear for a pair of New Balance Shoes last month. Order number: ************** When I received them, they were ill fitting so I took them to the local Famous Footwear in Cedar Falls, Iowa for an exchange. The shoes I found were $59.98. The shoes I returned were $44.99. This left a difference of $14.99. I HAD $15.00 in rewards credit. Imagine my shock, dismay and frustration when the clerk MADE me pay $10.69. I SHOULD NOT have had to pay $10+ to do the exchange. The rewards should have taken care of this difference in shoes. When I contacted Famous Footwear through their website, all they said was this is company policy. How and why would they have a policy that deceives their customers and takes money from them?

  

  Business Response

  Date: 11/03/2023

  Received
  BBB complaint ID ********
  
  Settlement:
  Refunded
  
  --------------------------------------------------
   Investigation notes/ Resolution: after
  reviewing the notes customer was advise that rewards do not get transferred on
  exchanges and they cannot be used twice. However we offered her to place new
  order and can we honor that 10.00 discount and we also replaced the 100 points in
  her account as a curtesy will refund that difference.
  
  
  Response
  to BBB
  This
  customer was refunded back to the form of payment that use on the order. As of
  11/03/2023 in the amount of $10.69 an email was sent to the customer advising
  the time frame, of when those funds will post back to their account. We do ask
  that the customer allow 2-10 business days to see their funds. please let us
  know if we can be further assistant.
  

  Customer Answer

  Date: 11/15/2023

  Thank you for your help in resovling this matter!

• Initial Complaint

  Date:10/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Date of this transaction was 8/26 and 8/27. My wallet was stolen on 8/26 filed a police report. Called all the credit card companies and cancelled them all. There was a ****** ******** card that I was not aware that I had only used once in 2022 because if I opened the card you got a discount never used it again. September I received a bill from ****** ******** for the amount of $251.94 two charges on the same day that the card was stolen. I took it over to the police dept as it was delivered *** Ground he asked me to get the tracking number. Before I did that I called ****** ******** canceled the card and told them the problem. They said that would look into this. I asked for the tracking number they would not help me with the tracking number not sure why they would not help me I instead I get this letter that they want all this other information , I just wanted the tracking number fro ***. I then called the credit card company that ****** ******** used again gave them all the information. They said that they would look into the problem. One lady told me to pay the bill and put a claim into my **** ! Why would I pay for something that I did not order or get. I received 2 letters from ******** **** stating that they are denying my request for a new card I did not request a new card I told them that. The next letter from them stating that I would continue to receive a bill for the 251.94 until it is paid . I Called again if I don't pay it they would turn it over to collections. I am 71 years old and this is so stress as NO ONE will help me they just keep saying that they will look into it. The complaint number with the Fulton NY police department is ********* I am waiting to get a copy. All I wanted is that not charge me this 251.94 and not put anything on my credit report as it is over 800. Thank you I have attached the bill and letters that I am getting. I will be happy to fax you over the [police report as soon as I receive it.

  

  Business Response

  Date: 10/16/2023

  Credit Card Company(******** ****) denied customer's request twice.  No further action taken.
  
  

• Initial Complaint

  Date:09/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yes I contacted the customer service today every time they disconnected my call after I told them I had a fraud charge and to look it up under my card they didn’t want to do work I got charged $84 and something on Aug 12 that was fraud the bank told me to contact famous footwear so I did and they disconnected on me instead I need this resolved

  

  Business Response

  Date: 10/13/2023

  This customer ****** ******* informed us on 9/21/2023 that he was being charged for a purchase he did not make.  He was advised to dispute the fraudulent charges with his financial institution.

  Mr ******* did reach out to his financial institution but the financial institution will not refund him and he was advised to reach back out to Famous Footwear.  He did reach back out to Famous Footwear on 9/28/2023 to advise that his financial institution will not assist him further.  

  An email was sent to Mr ****** ******* from our Fraud Coordinator advising him to file a police report and to forward a copy of the police report to our Fraud Coordinator for further assistance. 

   

   

  Customer Answer

  Date: 10/16/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I did email the police report and they haven’t responded to me at all I need a refund now this is fraud 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 10/24/2023

  Our Fraud Coordinator reached out to customer ****** ******* on 9/29/2023  and advised the customer to reach out to his financial institution/credit card company to dispute the charges and to seek reimbursement from the financial institution/credit card company.

  Customer Answer

  Date: 10/24/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  My bank won’t do anything they told me to email you to get a refund your last message said for me to send a police report so I did and you guys won’t respond I need a refund now you guys keep changing your stories my bank told me to contact you so I am 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:08/31/2023

  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 had ordered 3 pairs of shoes on the 8/11/23 order number ************ a total value of $100.96 It is showing up as delivered but I have yet to receive them I have already called customer service multiple times but they keep delaying my request telling me to wait additional days to continue my claim this is unacceptable for me to have to wait weeks on end for a mistake on their part I hope this claim can actually fix the problem customer service couldn’t.

  

  Business Response

  Date: 09/01/2023

  This customer reached out to our Consumer Care department on 8/17/2023 to advise order#************ was not received.  The order was placed on 8/11/2023.  Per our contract with our shipper FedEX we advised this customer to reach back out to us after the 8th business day if the order is still not received by then so that a Lost Shipment investigation could be initiated.  The customer never reached back out to us after the initial contact with us on 8/17/2023.