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Business Profile

Retail Shoes

Rack Room Shoes

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Rack Room Shoes's headquarters and its corporate-owned locations. To view all corporate locations, see

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Rack Room Shoes has 11 locations, listed below.

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    Customer Complaints Summary

    • 56 total complaints in the last 3 years.
    • 20 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/14/2025

      Type:Product Issues
      Status:
      Resolved
      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 5/12/25, I ordered two pairs of Coconuts mules (one cream pair + one pink pair). The pink pair arrived with visible stains which I photographed. I called to see if I could send the damaged pink pair back and exchange it for the same pair in black (as I could now see how easily they stain). I was told by an amiable customer service *** named ******* under ticket # ******* that I could do so at no cost, just to call once I've returned the pair with the new pair in my cart and they'd honor the original transaction. When I called yesterday to do so, they tried to charge me $42.49 despite only receiving a refund of $22.49 for the same pair. I spent 35 minutes on the phone with customer service trying to make this right to no avail. She said it would cost $42.49 to ***lace the damaged shoe and that after they had my money, she could "put in a ticket" to try to get the price down to the $35.82 I was charged for the **** shoe. I sought to escalate the call (can't remember the last time I've done such a thing but this wasn't right). I was placed on a very long hold and then told a supervisor wasn't available at the moment but that they would call me back before EOB that day. They never called yesterday or all day today. I also take issue with the fact I only received a refund for $22.49 despite their own return form saying the **** pair cost $35.82. Moreover, they listed the reason for the return was "Change of Mind" when in fact I was shipped damaged shoes (the return slip they previously generated correctly stated "Product Was Damaged" and I can't imagine how this got changed). I will never buy from this business again.

      Business Response

      Date: 06/23/2025

      We were able to resolve the issue with the customer. Case *******.

      Customer Answer

      Date: 06/23/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me (although it should not have taken a BBB complaint, near double digit phone calls, and hours of my time to resolve).

      Thank you. 

    • Initial Complaint

      Date:05/20/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a pair of shoes less than 30 days ago and as we thought we would keep them the box was thrown away. We are now being told that the original box is needed. This does not seem right as the shoes are within return time frame and unworn. On the receipt it does not say anything about must have original box. The box is not whats being sold it is the shoes. Rack room can place the shoes in any blank box and still sell them they need to accept returns with receipt, within time, and unworn whether or not there is the original box or place that detail on the receipt.

      Business Response

      Date: 05/22/2025

      We will contact the customer.

    • Initial Complaint

      Date:04/29/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 writing to express my concern regarding a pair of sneakers I purchased from rack room store on 04/27/ 2025. After my child wore them for only one day, I noticed that the rubber on the shoes is already coming off. I believe this indicates a manufacturing defect or a lack of quality, which is disappointing given the expectations the products.I have attached photos showing the damage for your reference, along with a copy of my receipt.Thank you for your prompt attention to this matter.

      Business Response

      Date: 04/30/2025

      We received an email from the customer regarding this purchase. Our ************* team will respond within the next 24 hours. Reference case 1240425.

    • Initial Complaint

      Date:02/08/2025

      Type:Product Issues
      Status:
      Resolved
      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 01/14/25 I placed an order online for one pair of shoes. I decided to return the shoes at my local rack room shoes store in ********** for a refund on 01/26/25. When I returned home, I noticed on the receipt I was given at the store that I was refunded $65.67. The issue with this quantity is that I paid $76.03 when I placed my order online. Essentially, I am still owed $10.36. The difference in quantities is due to the fact that I wasnt refunded the full sales tax amount and shipping fee. I tried chatting with an agent and emailing the business to reach a resolution, but both efforts were futile. Both times, I was informed that sales tax refunds were based on a brick and mortar stores domicile. Regarding the shipping fee, the agent I chatted with stated that this was not refundable. I know that none of this is true and Im being blatantly lied to because 1. Ive made numerous online purchases in the past and have returned merchandise at corresponding brick and mortar stores for a full refund, sales tax and shipping fee included. 2. I triple checked rack room shoes return policy online and there is no mention of the sales tax caveat they are bringing up or of shipping fees not being refundable. I reminded both the agent I chatted with and the associate I emailed that this was theft. Rack room shoes is not willing to do the right thing, so here I am filling a complaint.

    • Initial Complaint

      Date:12/28/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Two issues I ordered 3 pair of shoes 1st pair came in a wrong box and looked used second pair had the security tag Im so irritated the answer is to return to a store I ordered online cause I do go out much

      Business Response

      Date: 01/06/2025

      We apologize for the inconvenience and will follow up with the customer.

    • Initial Complaint

      Date:12/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a **** sneakers from an authorized retailer, ********** (*********, **) in September of 2024. I paid ***** for the shoes. These are not my daughters everyday wear pair of shoes, she recently showed me where the inside of shoe, the fabric is tearing leaving a hole in the shoe. I reached out to **********, I was told their policy was 30 day return Unworn shoes, and that I needed to reach out to ****, I did. **** told me the warranty on the shoes had expired May 2024. I asked how can they warranty expire before the purchase of the shoes,the *** stated they go by manufacture date and not the date of purchase. I asked am I just out of almost $100 and the *** stated "yes". I want a ***lacement or a FULL REFUND

    • Initial Complaint

      Date:11/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 11/16/24 I purchased two pairs of shoes from Rack Room Shoes located at the *****************. The cashier asked for my card twice since she failed to put my information in to gain points from my purchase. Once making the purchase and returning to my car, I looked at my bank statement in which I was charged twice (****** x 2) I then called customer service and was told my money would be reimbursed that evening. It was not I then followed up again with customer service who said 3-5 business days. I then asked for a supervisors number and spoke with a gentleman named ***** who gave me the corporate Rack Room Shoes number. I spoke with a man named ** who assured me my money would be credited back. I checked my account and it was in the positive ****** from Rack Room Shoes. The money wouldnt be available until November 25th. However I checked again this morning and Rack Room Shoes had now pulled the credit back and my money is still being held hostage by this company. I've expressed I need my money back and have gotten no answers. I will rightfully pay the ****** for the two pairs of shoes I purchased but I do not *** this company ****** twice. I need this company to do what is legally right and return the money that doesn't belong to them l.

      Business Response

      Date: 11/25/2024

      A refund was processed for the customer last week. The funds should be available to her at this time. We apologize for the inconvience.

    • Initial Complaint

      Date:11/07/2024

      Type:Product Issues
      Status:
      Answered
      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 10/16/2024 totaling $260.98. I called on 10/21/2024 and explained to ****** the two pairs of Birkenstocks I ordered were too large as they were size 36. She was kind enough to email me a return label and said she would exchange them for size 35s I originally wanted.Unfortunately, ****** did not process order #******************* with the size 35s but again with SAME size 36s. So, I received the exact wrong size shoes I just returned. When I called about the second set of incorrect shoes, I spoke with *****. ***** told me this is all my fault and I would be responsible for paying to return the exact same size shoes I had just sent back. ***** argued with me for days via email while wasting hours of both of our time. She made me send photos and blamed me for this error. Whenever I called and got a different customer service representative on the line, they would all tell me they could not help me because this issue is under Akila's control. ***** said she is a supervisor and there is nobody else I could speak with so I finally gave up and returned the shoes I did not order on 10/31/2024 for $26.36.

      Business Response

      Date: 11/12/2024

      The customer has been notified that her refund has been processed. 

      Customer Answer

      Date: 11/12/2024

       
      I am rejecting this response because: I was told by the company they received the shoes I paid to return but I never received my refund of $260.98.  

      Business Response

      Date: 11/12/2024

      An email has been sent to the customer confirming the transfer of funds to her credit card.

    • Initial Complaint

      Date:10/13/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Never in my life have I been treated the way we were in ******* ******!! The lady was absolutely disgusting and I quote..its not my fault you cant read a ******* sign!! I read the sign maam along with the coworker you relieved and yes most certainly they are part of the deal as I showed you online as well!! Trying to beat a customer to the sign and removed it right in front of us (remember we already read the sign with a coworker) Thats how dumb you are to remove the ******* SIGN!! Showed you it even worked online a you still treated us like you did in front of my 5 year old daughter who we were shopping for

      Business Response

      Date: 10/14/2024

      Our Customer Care team will reach out to the customer to discuss her concerns. Internal case 1164396.

    • Initial Complaint

      Date:08/23/2024

      Type:Product Issues
      Status:
      Answered
      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.
      ordered two pair of shoes. I have reach out to Rack Room Shoes 4 times just to be keep getting told to email their care email. 1 pair was a size 8 in a size9 box (I wear size 9) 2nd pair is dirty and has stains on them and definitely been wore before. I used a pay out company to get the shoes so I am paying more than the price indicated. I have asked for them to reship the correct shoes or refund the money and I will cancel the card. Have not heard a response from company. I have sent photos of merchandise I received.

      Business Response

      Date: 08/26/2024

      An order for a replacement, *******************, has been processed and is set to be dispatched today. We apologize for the mistakes in the initial order.


    Rack Room Shoes is NOT a BBB Accredited Business.

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