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:08/25/2023

  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 returned shoes on 8/18 and reordered the shoes in the correct size that day. The tracking shows they were picked up 8/19 went from mass to ct back to mass then back to ct and then to Ohio. And it originally stated they would be delivered on 8/22 here it is 8/25 and all I get told when I call customer service is that they are in transit and they can’t provide me any more info or help.

  

  Business Response

  Date: 08/28/2023

  We have review information and will be refunding customer, through issuance of Corporate Check in the amount of $48.07.

• Initial Complaint

  Date:08/08/2023

  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.

  Order Date: 8/4/2023
  Order Total: $88.49
  
  
  Hi,
  Im writing to file a complaint because the company Naturalizers refuses to provide a refund for a pair of shoes. When I spoke to an agent over the phone, today, August 8th, the girl told me, well next time biy your shoe size, the thing is, I DID buy my shoe size. She said the item is final sale but I refuse to keep such an expensive pair of shoes if they don't fit. She told me " Its your fault for biuying final sale, she had such an attitude with me, even though I wasn't acting upset. I think it's really bad business practice to try to force somebody to keep an item tht I can't use and that is defective, because the straps are broken and I tried to explain that to her and she just hung up on me. they don't even have an in store return option for anybody they just flat out changed their policy to not allowing refunds or exchanges. I expect to get my money back because this is theft otherwise. They take our money and we are only left with settling for their lousty wares? No way . I want a call back from the company and I want my money back

  

  Business Response

  Date: 08/09/2023

  This customer called our Consumer Care department on 8/8/2023 requesting to return an item that was marked "Final Sale".  All Final Sale items are non-returnable, non-exchangeable. 

  This customer never stated to us that the item was received defective.  We have reached out to this customer to advise them to follow our Defective Product Return procedures.

   

  

  Business Response

  Date: 08/30/2023

  The customer has contacted us previously about returning their final sale shoes. Items that are final sale do state that they are not eligible for returns or exchanges while they are in the shopping cart. In the previous notes for these contacts, it is not noted that the customer mentioned that the items were defective, just that the customer mentioned they did not fit. If there is an extenuating circumstance, we can assist with returning final sale items. We will email the customer a return label and we will process a refund for the damaged items after they have been received. 

  Customer Answer

  Date: 09/08/2023

  I see no the customer service person hadn’t let me explain the damageI sent them back via the fed ex label last week thank you

• Initial Complaint

  Date:07/27/2023

  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 applied for a credit card, August 2022 and purchased a pair of shoes for $40.
  In July 2023, I noticed a drop in my credit score of 118 points and saw that it was famous footwear, saying I owed $342.
  I finally learned that Famous Footwear had been sending the bill to a 10-year-old address, which seemed odd as they run my driver’s license which is current. I provided forwarding 10 years ago and again 4 years ago when we moved, at the post office; a legitimate credit agency would easily find me through either driver’s license or post office.
  The numbers I called were: ###-###-####, ###-###-####, ###-###-####, and ###-###-####. After 2 ½ hours on the phone, I was told at least three different amounts that I could settle for. Finally, I paid $68 rather than the $40 I owe, which only pays $28 for your computer error.
  I hope that my phone calls were to a legitimate business, it seemed quite fishy with each person saying that I should be happy to settle for XX (a different amount each time). If it was legitimate, I would like a refund for $28, as the error was on your end not mine (I wish to only pay $40 for the shoes I purchased). I have included my address of four + years under my name as the “customer service” seemed unable to change it in their system. If this was a scam, please send me a letter explaining what should be done next.

  

  Business Response

  Date: 07/28/2023

  This customer reached out to us yesterday, Thursday 7/27/2023 and was advised to reach out to ***** ********* who handles the Famous Footwear credit card.

• Initial Complaint

  Date:07/21/2023

  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.

  As suggested via email communication ******* and in accordance with instructions, I sent defective **** shoes back to the company along with the completed Defective Product Form. On 6/14/23 I received an email from **** Support confirming their determination that said shoes were, in fact, defective. According to policies stated in the Defective Product Form, "Ground shipping costs will be refunded by check if an item is deemed defective". However, the company reimbursed me only a portion of my ship costs. Documentation attached includes the completed Defective Product Form as submitted to **** via shipment of 6/1/23. Documents include their policies (see paragraph 2 re ship costs), as well as my receipts, and the 7/17/23 check statement they sent to me. I have taken up the discrepancy with them via email and again today, 7/21, via phone. Email response was that they evaluate actual ship costs, determined what I was due, and additionally only offer a *** of $20. Phone response was that 'factory stands by the ship cost amount already determined" Neither response aligns with what is clearly stated in the Defective Product Form, which offers no mention of limited reimbursement for ship costs. I shipped Ground, from ** to *********, and my cost the least expensive option. Therefore, I insist I am entitled to full ship cost, and am registering a complaint against the company for not adhering to their own policy. As far as I can tell, this is a legal issue that if I choose to pursue, would wind up in my favor.

  

  Business Response

  Date: 07/24/2023

  Hello, 
  
  Our *** of $20 shipping reimbursement is an internal policy and the amount was established to include most ground shipping costs. In this instance, we will be able to accommodate the customer's request as a one time courtesy since it is over the threshold. We have partnered with our Order Analysis team to have a new check issued for the customer for the difference they are owed.  

  Customer Answer

  Date: 07/25/2023

  I am grateful that the company has extended a courtesy and will be issuing a check to me for the remaining balance of my ship costs.  However, if $20 is their maximum allowance as per an internal policy, perhaps they should state that on the Defective Return Form as opposed to the stating that shipping costs will be refunded if product is deemed defective.  This is easily read as fully refundednot partial and not as a maximum.  Just sayin..

  Customer Answer

  Date: 07/25/2023

  I am grateful that the company has extended a courtesy and will be issuing a check to me for the remaining balance of my ship costs.  However, if $20 is their maximum allowance as per an internal policy, perhaps they should state that on the Defective Return Form as opposed to the stating that shipping costs will be refunded if product is deemed defective.  This is easily read as fully refundednot partial and not as a maximum.  Just sayin..

  Customer Answer

  Date: 07/25/2023

  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.
  i would, however, ask that the company give serious consideration to the misleading wording in the Defective Return Form regarding refund of ship costs.  Currently it implies full refund if ship costs if product is deemed defective - not partial, not a *** if $20.00.  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/29/2023

  It has been over a month since the business responded and indicated a check would be sent for the additional shipping cost, but I have not yet received.

  Might I get an update on status?  Kind thanks, ***** *****

  

  Business Response

  Date: 09/25/2023

  We have reached out to our Order Analysis team, who processes check requests, and was advised that there was an issue with the check request that has now been corrected. The customer should receive their check in 1-2 weeks.

  Customer Answer

  Date: 10/06/2023

  The check is incorrect.  They owe me $16.83 and I received a check from the company on Sept. 27 for $6.10.  I would like a check for $16.83, at this point they still owe me $10.73.  

• Initial Complaint

  Date:07/15/2023

  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 returned a pair of shoes to Naturalizer and received confirmation on June 22, 2023 as follows:
  Your Naturalizer.ca return is complete
  We're sorry your order didn't quite meet your needs. Your Naturalizer.ca return has been received and your account has been credited. It may take an additional 2-10 business days for your return to be reflected in your bank or credit card account. If there is anything we can do to improve your experience please let us know here.
  ORDER DATE / DATE DE LA COMMANDE: 05/12/2023
  ORDER NUMBER ************ ITEM(S) RETURNED NAT ******* Dress Sandal Champagne Microfiber
  COLOR / COULEUR: Champagne Microfiber
  SIZE / POINTURE: 7.0 W
  PRICE / PRIX: $160.00
  DISCOUNT / RABAIS: -($10.00)
  YOUR PRICE / VOTRE PRIX: $150.00
  
  PAYMENT REFUNDED/
  PAIEMENT REMBOURSÉ:
  SUBTOTAL / SOUS-TOTAL: $150.00
  TOTAL DISCOUNT / RABAIS TOTAL: -($18.00)
  SHIPPING: $-8.00
  TAXES: $19.50
  CREDIT AMOUNT: $161.50
  
  I did not receive the refund, so on July 10, 2023 I called customer service and they sent the following email the next day:
  
  Recently you requested personal assistance from our Customer Service department. Below is a summary of your request and our response. Thank you for allowing us to be of service to you!
  
  Subject
  Your Naturalizer Order Refund ************ Response By Email (*****) (07/11/2023 12:13 PM)
  Thank you for your patience. We apologize for the inconvenience of your refund not posting in a timely manner. Please be advised we are diligently working on fixing this issue as soon as possible. At this time, we kindly ask you allow 15 business days to see your refund post. If you still do not see your refund on 7/14, please reach back out to us.
  
  Thank you for choosing Naturalizer!
  
  Sincerely,
  ***** Question Reference # 230710-001657
  Date Created: 07/10/2023 12:43 PM
  Date Last Updated: 07/11/2023 12:13 PM
  
  I want my refund now and not wait for weeks by continually calling customer service and waiting for emails.

  

  Business Response

  Date: 07/17/2023

  Customer initially contacted us on 7/10/2023 about the refund of their order. We advised that refund was issued on 6/22/2023 but it had not been settled between our payment processor and the customer's financial institution due to an error. The issue causing this error has been corrected. We then advised the customer the following day, 7/11/2023, via email that if the customer did not see the refund by 7/14/2023 to contact us back. We have had no contact from customer directly since then. Our Order Analysis team, who is working with our payment processor, are now currently working to make sure the refund gets settled with the customer's financial institution.

  Customer Answer

  Date: 07/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because the company has failed to deliver on two promises thus far regarding the refund.  I will continue to reject any and all responses from the company until such time as the full credit of $161.50 is posted to my credit card.
  

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

• Initial Complaint

  Date:07/10/2023

  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.

  After placing an order and providing my phone number, I was getting multiple unsolicited texts from the company. I contacted support staff and was emailed that my phone number would be removed. It has not been. There is no option on their texts to stop receiving them if you prefer. Also, I mark each one as junk but they obviously have a floating number system wher they can keep spamming you.

  

  Business Response

  Date: 07/27/2023

  Customer has been removed from receiving emails and texts.

  

  Business Response

  Date: 08/10/2023

  Customer is opted out of the Rewards Program

• Initial Complaint

  Date:06/28/2023

  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 ordered 3 pairs of shoes in one order. All were said to have shipped with tracking labels through FedEx. None ever shipped. It is now operating a fraudulent website.

  

  Business Response

  Date: 06/28/2023

  This customer never reached out to us regarding this issue.  The order#************ had a processing error that did not allow the order to proceed further.  

  This has been escalated to our Customer Resolution Team to correct this issue so the order will proceed further for the customer to receive the order.

   

• Initial Complaint

  Date:06/12/2023

  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.

  Placed online order through Famous Footwear under order ************, sent email to customer service showing that I was sent the wrong shoe size and that the shoe was dirty. Received notification that a credit was issued for $53.48. However, the full cost of the order was $61.99. Since, this was no fault of mine, a full credit should have been issued. Therefore, I am due an additional credit of $8.51 back to the original payment method used. Thank you

  

  Business Response

  Date: 06/27/2023

  We have reviewed records of refund processed to customer's order for purchase on 06/10/2023 in the amount of $8.51 on 06/10/2023. Therefore, suggest that customer contact with banking institution.

• Initial Complaint

  Date:06/12/2023

  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.

  AUG/SEPT 2022 I WAS SHOPPING AT THE FAMOUS FOOTWEAR STORE IN THE MALL. THE CLERK ENCOURAGED ME TO ACCEPT THEIR CREDIT CARD AS I COULD GET $10 DISCOUNT ON MY PURCHASES. I TOOK THE CARD, PAID CASH FOR MY ITEMS AND LEFT. I NEVER "ACTIVATED" THE CARD NOR PURCHASE ANYTHING ON IT. IN JANUARY 2023, I GET A BILLING STATEMENT FROM THE COMPANY DEMANDING $175.00! AFTER DISCUSSING THIS ISSUE WITH A FRIEND WHO ADVISED ME NOT TO PAY IT AND TO ARGUE IT, I WENT AHEAD AND PAID THE BALANCE SO MY CREDIT WOULD NOT BE AFFECTED. IN MAY 2023, I GET ANOTHER BILLING STATEMENT DEMANDING A BALANCE OF $17..10! MY FRIEND AND I CALLED THE BANK CARD NUMBER AND WAS TOLD I HAD TO PAY THE BALANCE (HE DEDUCTED $10) AND FILE A COMPLAINT. I PAID IT WITH MY DEBIT CARD. THE ORIGINAL PURCHASE AND BILLING OF $175 WERE PAID IN CASH. I DIDN'T KEEP ANY RECEIPTS. P.S. I BELIEVE THE STORE CLERK TOOK MY MONEY FOR PAYMENT AND POCKETED THE MONEY OF MY ORIGINAL PURCHASE. I STILL DON'T KNOW WHAT THE $175 BILLING WAS FOR! MY CARD ***** **** **** **** **** ******
  
  ****** ********
  *** ****** **** ****
  **** ********* *** *****
  

  

  Business Response

  Date: 06/12/2023

  Customer does not have a email i will respond to BBB directing them to the proper department ******* ****
  *************

• Initial Complaint

  Date:06/07/2023

  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.

  Placed an order on 4/26 for 3 pairs of shoes for $172.76. On 4/29, received an email that my order had arrived but only 1 pair arrived & they were the wrong shoes-not even the right brand or size. Told I needed to go to the ************ would take care of it. Called the store to confirm they could help, drove 45 minutes the asst ******* ********* of the store told me there was nothing they could do, I would have to call customer service again. Spoke with customer service supervisor on 5/1 who said the order would be canceled and I would be refunded as soon as they received the incorrect pair of shoes. I was emailed a shipping label & dropped incorrect shoes off at ***** on 5/3-Tracking# ************ Later I got an email that a pair of shoes I ordered was no longer in stock and I was refunded a portion of my charge that showed up on my credit card account on 5/3 for $33.93. Then on 5/9-2 pairs of shoes show up, one of which is again not the correct pair although I should not be receiving anything since I requested my order be canceled. Spoke to a supervisor again who told me they were issuing the refund immediately & even got an email stating a refund was issued. Spoke to customer service 5/18 who first told me the refund was processed on the 9th, then told me it wasn't processed because my card was inactive-it's not & told me I needed to speak to my financial institution. My financial institution shows no record of any refund pending or processed in the 2 weeks prior to 5/18. Spoke with ******** via ******** Messenger on 5/18 &vwas told my lack of refund was forwarded to the Customer Resolution Team. On 5/25, I again reached out to the *************** & spoke with ******** who told me their records show the refund was issued on 5/19 and it should appear on my card by 6/6. Today, 6/6 the refund is still not on my card, so I called & again spoke with a supervisor who again told me they showed a refund has been processed and they were sending it to another team.

  

  Business Response

  Date: 06/07/2023

  Customer will be refunded with a Check

  Customer Answer

  Date: 06/08/2023

  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 as long as I actually receive the check since I have been assured previously that I was being refunded and it has yet to have happened.
  
  Sincerely,
  
  Dee Six