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:04/27/2023

  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.

  On March 13, 2023 I purchased a pair of shoes. On March 16, 2023 I received an email advising me that they were unable to fulfill my order. I went to the store and was advised that a cheque would be mailed to me for the credit and if I did not receive it in a couple of weeks to call their head office at **************. I called at the beginning of April and was advised that the refund would be credited to my credit card and that there had been a glitch in their system preventing it from going through, which had been fixed, and the credit would be processed. On April 13, 2023 I called back and was advised that the credit had been processed that date and should be on my credit card within 10 business days. I called again April 26, 2023 and was advised that the credit had not been processed and someone would reach out to me. I received an email on April 27, 2023 advising that they needed more information from me to find my order. I had already provided this information in my phone call on April 26. I emailed back with the info on April 27, 2023 and was advised that the mailbox could not receive my email. I called again on April 27, 2023 and was not provided with any info; they simply took my info again.

  

  Business Response

  Date: 04/28/2023

  Customer called in  on 4/04/23, 4/25/2023, and 4/27/2023. Customer has been advised each time that credit has been issued back to credit card. Customer was also advised in an email on 4/27/2023 that credit has been issued back to the card and time frame in which to see the refund of the order.

  Customer Answer

  Date: 04/28/2023

  Complaint: 19990998
  
  I am rejecting this response because I have been told repeatedly that it will be credited back to my credit card, but it has yet to actually happen.  I was told on April 4 that it would be credited...no credit...called back April 13...automatic message told me it had been credited...still no credit...I called again this week to check in on the credit...after getting the run around I have again been advised it will be credited to my credit card.  It is unacceptable for it to take 1 1/2 months to receive the credit.  I will accept their response when I actually receive the credit.
  
  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/23/2023

  I have finally received my refund.  Thank you for your assistance.

• Initial Complaint

  Date:04/07/2023

  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.

  Issue with Order ************.
  On April 3, 2023 I placed an order for 2 pairs of shoes on ***** ***********. On April 7, 2023, I received an email from ***** that my order was delivered, and I rushed to get the package. As soon as I picked up the package, I noticed that the package’s seal was broken, and there was only 1 box with shoes inside the shipment. I called ***** right away to complain on the open package and on the missing box with shoes, and a ***** rep asked me to call ***** ******s so they can file a claim with *****. Since ***** ******s’ customer service desk was closed, I did a web inquiry. My web inquiry got a response the following morning asking me for more details but no other information on how ***** ****** would resolve the issue was provided. Therefore, I called ***** ******s’ customer service and asked ***** ******s to open a claim with ***** and make ***** search for the missing item, but the customer service answer surprised me. Instead of contacting ***** and asking them for lost/found items and filing a claim, ***** ******s’ customer service representative and her supervisor ****** from St Louis, Missouri, asked me to file a police claim thus making me a responsible party for *****’s poor job in handling ***** ******s package.

  

  Business Response

  Date: 04/08/2023

  Customer has called and emailed in. We have stated that we will have to wait until 4/13/2023 to file claim with our carrier, *****, per our contract with them. We did adv since package seems to have been tampered with to file police report so we can file claim sooner as theft is claimed by the customer. 

  Customer Answer

  Date: 04/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The box with shoes went missing on ***** or ***** ******* **********. Therefore, ***** or Allen Edmonds must file a police report.
  
  
  
  
  
  **********
  
  ****** ******

• Initial Complaint

  Date:03/28/2023

  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 purchased a pair of size 10 ****** tennis shoes in white suede at the **** *** Allen Edmonds company store on **** ****** ** ********* in June 2022. Les than a year later, the rubber sole began separating from the shoe itself on one shoe. I am a long time multi-generational Allen Edmonds customer and have never had a problem with them in the past. I called the Allen Edmonds customer Service line and they suggested I return the shoes to them and we discussed a replacement pair of the same shoe which is available on their website in my size. I used their return label and sent them back ot the factory on 3/16. On 3/22, I received an email from them telling me they sent a full refund to a **** account. I don't own a **** card. I asked them to send me the last 4 digits of the card to see if it was another card, as I have 3 *********** and an ******** ******* Card. The digits did not match any of them. Obviously this is a clerical error and not my fault. This is there own internal issue. If they had contacted me prior to crediting some random account, I would have asked them to send me another pair as was discussed originally. So far, I've received the bum's rush. I have in fact written a letter to Mr. ****** ******** their VP of Manufacturing as he appears to be the only consistent executive I could find on-line and have yet to hear from him. I want the shoes, which I actually love replaced. Attached please find copies of the emial stream.

  

  Business Response

  Date: 03/28/2023

  Received BBB complaint ID *************
  
  Issue:Customer was refunded back to a card that he does not have and there is no way for him to get his refund.
  
  Settlement: Customer is wanting a replacement order sent to him.
  
  
  
  ----------------------------------------------------------------------
  Investigation notes/ Resolution: A replacement order was sent to the customer as well as a $50 E-gift card.
  
  

  Customer Answer

  Date: 03/28/2023

  I wrote to Allen Edmonds and told them I had filed a BBB complaint and all of a sudden they resolved the matter.

• Initial Complaint

  Date:03/13/2023

  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.

  Every year I purchase shoes for low income kids at our school. This year I decided to sign up for the Famous footwear card to save money. I finally received the bill in the mail. I mailed a check for $411 dollars and some change. My check cleared on the 8th of February. I am now getting notices from Famous footwear saying that I owe additional money. Yesterday I received an email that I owe an additional 97 dollars. I had emailed them and received no response until I sent another email regarding this issue. I then received an automated email.
  I am not sure why I still owe them? They just keep increasing the amount, but give me no response to my emails?
  I paid them what I owed them. Can someone please check into this for me before I end up paying them any more money.

  

  Business Response

  Date: 03/14/2023

  We have emailed the customer to contact the Financial Institution about the additional charges at this time.

  Customer Answer

  Date: 03/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: They would not give me any detailed information regarding the charges. They basically say that this is the amount I owe!
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *****

  Customer Answer

  Date: 05/09/2023

  This matter has never been followed up with or resolved. I paid the balance of almost $100.00. I just received a bill in the mail yesterday for $2.00 that was labeled a fee. I paid my bill in full. Now....no one will explain the $2.00 fee!

• Initial Complaint

  Date:03/03/2023

  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.

  Purchased a pair of Crocs online and the order was cancelled due to apparently store inventory. Went to the store today and there were plenty in stock. The manager was very RUDE and followed us as soon as we walked in and never said hello. The manager didn't even say hi at the register. I went to go purchase the Crocs but my card kept getting declined due to famous footwear still charging me for a cancelled order. They also gave me a coupon and the store manager said that it could not be applied to the purchase but I was given the 15% coupon because they canceled my order. I also explained to the manager how my order was canceled and she said they got a delivery today which I do not believe being it's Sunday. Another employee walked in the door and started talking to the manager in Spanish which was very rude to do. Were we treated like this because we are white and she's Hispanic? They cancel my order but still charged me? If they cancel an order a customer should not have to wait two business days for a refund.

  

  Business Response

  Date: 03/03/2023

  We have forwarded this to our Customer Resolution Team to process the refund for the order#************  that was declined due to lack of inventory.

   

   

  Customer Answer

  Date: 03/04/2023

  Complaint: 18947650
  
  I am rejecting this response because:they sent me a defective product and not refunding me the full $74. 43 haven't even seen this refund yet. 
  
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/01/2023

  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 purchased sneakers for my son and within 2 weeks the sole is coming apart from the rest of the sneaker. I contacted ****** ******** and they said since he wore them I either have to go to the store or contact **** directly. I purchased them online from the ****** ******** website and you would think it would be simple to issue a return/replacement due to the defect, but instead I now have to do the extra leg work and that does not seem proper. ****** ******** should be able to issue a replacement without sending me all over the place to rectify this issue.

  

  Business Response

  Date: 03/02/2023

  Refunded Customer Back to the Original form of payment

  Customer Answer

  Date: 03/03/2023

  Complaint: ********
  
  
  
  I am rejecting this response because the refund was a part of a separate order, which came back to $49, but these sneakers cost $59.98, so why would I be shorted $10.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *********

  

  Business Response

  Date: 03/06/2023

  Customer's refund was adjusted back to the original form of payment per request.

  Customer Answer

  Date: 03/10/2023

  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.
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:02/24/2023

  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 placed an order with ***** ******* online store which was canceled half hour later. I called to know why.
  Was told the info I provided was unverifiable which is a lie. Then we went over my information supposedly everything was fixed so I place a second order but the first one even though was canceled shoes as "processing" on my ***** ******** account and on my credit card account as a pending transaction. The second order was canceled half hour later and the same thing shows "processing" at ***** ******* and pending at my credit card account. I called again and was told it takes up to 24 hours for the error to go away I should place an order the next day. Placed 3rd order the next day, and the same thing, was canceled half hour later. Call ***** ******* again and was told they have a security system that canceled my order. At that point, I just lost it and got fed up. They just didn't want to do anything and told me the transactions will just drop and pending transactions will go away. I asked my wife to place an order to see if she would get canceled too, yes she got canceled too. Her order was through ****** verified account but, it still got canceled just took a little bit longer, an hour. A person with a different name and different payment method still got canceled. They still have those charges on all 4 orders not been removed. On their web orders still showing as processing, and my and my wife's credit card transactions still showing as pending. I am sure this is some kind of stock/sales game ***** ******* is playing which should be investigated by the fraud department or district attorney's office or even the FBI. I want my refund, the charges to be refunded/canceled whatever it is that ***** ******* is supposed to do to remove those three charges from my credit card.

  

  Business Response

  Date: 02/27/2023

  On 2/21/2023 customer placed order for product and order was declined by our subscribed fraud protection service. Customer then called in and was informed that pending charge will fall off when processed by the customer's financial Institution within 2-5 business days. Since we have not received funds nor have a hold on the funds for order we are unable to issue a refund. We put in feedback which stated future orders should be approved . We advised customer that it will take approximately 24 hours for feedback to fully take affect. Customer then within the next hour placed another order, which we did not recommend, and received another decline from our fraud protection service. Customer called back in and we repeated the same steps and received the same results of future orders should be approved. We advised again of waiting 24 hours minimum before placing another order. Customer placed another order the following night and still received a decline from our fraud protection service.  On 2/23/2023 just before noon customer called and insisted we issue a refund that instant. We advised again that would be up to his financial institution to document  his account as we have no way of issuing refund as we did not receive any funds for the order nor had any hold on the funds. This would also apply to any other orders that received a decline. However, per ******'s policies refund could take up to 30 days as they are an intermediary processor.
  
  

  Customer Answer

  Date: 03/01/2023

  Please see attachment. 

• Initial Complaint

  Date:02/03/2023

  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.

  It is ashame I have to contact the BBB because customer service can not assist with simple things. Here I am though so here we go. Issue 1. I have famous footwear rewards. I had 4 points. I earned 6 points. My balance should be 10. I returned boots that i never earned points on because i used a gift card. When i returned them they took away points I never earned. They updated my points to 6. It should be 10.Issue 2. I was told if returned ******** boots I would get back the points/reward i used on them in ***** hours.I have been going back and forth and now they want me to call in but this is straight forward. I used a $10 reward the day i bought 2 pair of boots. The $3.94 of the $10 reward went towards another pair of boots bought that same day. I returned the ******** boots. I never got the $6.06 back in points used towards the ******** boots as promised 2 times.

  

  Business Response

  Date: 02/04/2023

  We have added points to customer rewards account on 01/28/23 and 01/30/23. But as a courtesy we will add a additional 200 points to the customers rewards account. 

  Customer Answer

  Date: 02/06/2023

  Complaint: 19326139
  
  I am rejecting this response because:

  
  Can you let the business know they added points back that were wrongfully deducted and did not even put me at the correct balance-10.

  Also, i do not see the 200 points they said they added.

   

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

  

  Business Response

  Date: 02/08/2023

  We have added 200 Rewards points as of 02/08/2023 to the customers rewards account. 

  Customer Answer

  Date: 02/17/2023

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/27/2023

  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 have attempted to place an order for a pair of ****** shoes from **************** over 5 times over the past month, and each time, **************** keeps cancelling my order (sending me a cancellation email) each time giving a nonspecific reason related to "billing information." The billing address for my order matches my shipping address. And the exact same credit card and web account was used to successfully order another pair of shoes and to place a recrafting order on **************** with the exact same billing/shipping addresses. So there is absolutely no "billing issue" whatsoever. When I inquired by email, i was given no additional explanation or assistance, other than to place another order (which I did multiple times, each with the same result). I even contacted ************ directly by phone, and once again, no help given, just an instruction to place another order (which again, I have done, and I still get a cancellation email from ***** ***********). This is ridiculous.
  
  I would like for a manager/director at ***** ******* to please take ownership of my problem and help me to order the shoes. I have already tried placing the identical order with different email accounts that I own and different credit cards that I own (all of which work just fine on other websites). Alternatively, please push the order ************ through.

  

  Business Response

  Date: 01/30/2023

  This customer's orders were being declined by our authorization system.

   

  We have submitted sufficient feedback to our authorization system so future orders may be approved and recommended the customer to allow 24-48 business hours before placing a new order.

   

   

• Initial Complaint

  Date:01/27/2023

  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 am trying to get the money that was refunded to me from this company. They incorrectly issued a credit to the **** gift card that I used to make this purchase, and not to the debit card that was also used on this same purchase. I threw my gift card away after making the purchase because all the funds were used on it. When I returned to the store a week later to return an item I was issued a credit back to the gift card and not to my debit card on file. I didn't realize this until checking for the refund and noticed that the wrong card was listed on my receipt. I called Famous Footwear to notify them and they had me contact **** card servises, but**** has told me that they cannot issue another card to me as I never registered the gift card under my name. After several calls and emails with Famous FOotwear they have informed me that they best they can do is to give me a gift card to their store. I do not want a gift card, I want the $97.22 issued back to my debit card that was used for this transaction but they will not do so. I ask that this vendor please issue this credit correctly as they should have done in the first place. I'm a regular customer of theirs and I cannot believe that they will not rectify this mistake on their part.

  

  Business Response

  Date: 01/31/2023

  Customer called in about refund that was issued for an order with split payment. The customer's order was partially paid with **** gift card and the remaining amount on the customers debit card. Our return policy states that we will return funds to the original forms of payment. We advised customer of this as the amount paid with that gift card has been issued back to that gift card account and that they would have to reach out to ****'s gift card department about reimbursement since the card was no longer in the customer's possession. We provided customer with an outgoing reference number and other information to assist customer in regaining their funds, since we cannot issue funds not paid by the customers debit card back to the debit card account.

  Customer Answer

  Date: 02/01/2023

  Complaint: 18939051
  
  I am rejecting this response because: I specifically asked the merchant to refund the amount to my debit card, which they said they did. The merchant made he error of refunding a gift card that I no longer have, and I should not have to pay for their mistake. I was also assured by 2 separate employees that Famous Footwear issues refunds to debit cards first, and gift cards last if there was a split payment. The transaction numbers they provided are useless according to **** and they cannot do anything for me, so therefore I have no way of getting my refund. I gave the shoes back to Famous Footwear and they need to give me back my money - not a gift card for their store. They told me that they have issues ALL THE **** with refunds being mistakenly issued to gift cards. I was given the wrong information by several employees, and the merchant is not being helpful at all to help me out with the issue they caused to begin with. I have an account with Famous Footwear and have regularly purchased shoes from them for my entire family. The fact that they are unwilling to rectify a simple issue with a returning customer is frustrating. They caused this mistake and they should fix it by either refunding my debit card that was used for this purchase(just like the cashier told me she had done) or give me the cash directly. I do not want a store credit because I don't want to patronize this business anymore due to the poor customer service I've received and the amount of time and energy this has taken from me. My time and energy cannot be refunded, and I ask that they do the right thing instead of dragging this out. This is a simple, and logical request, and the merchant is being unreasonable and unfair. I want my refund to my debit card as I requested to begin with when I returned this item in the store. 
  
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/06/2023

  Due to how our system works, we cannot change the form of payment the refund was processed to. Since **** was not able to assist the customer, we can issue a check refund for the customer's refund. We will reach out to the customer via email to ask for an address to send the check to. We will also send an egift card of $50 for additional compensation for the situation. 

  Customer Answer

  Date: 02/09/2023

  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.
  
  Sincerely,
  
  ***********************