Business Profile

Retail Shoes

Rack Room Shoes

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:08/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed the below and attached order on 8/10/24. No shipping or tracking information has been provided. I worked with their customer service person on 8/17/24 (through their online chat). They said they could not locate my order but promised someone would follow up with me in 1 to 3 days. Still no contact from anyone at Rackroom shoes and no delivery has been scheduled. It has been almost two weeks since I place the order and paid for it and cannot get any information from anyone at Rackroom Shoes. I would like my order delivered ASAP or at a minimum my money refunded. I can provide additional information if needed including scans of the chat session with their customer service people.
Business Response
Date: 08/26/2024
Hello,
Our ecommerce IT team has researched this issue using the information provided. It was determined that due to a possible technical site issue the order did not complete. There was no settlement or pending authorization found. There should have been no charge to the credit card. We are truly sorry for the confusion and inconvenience of this error. One of our customer care team members would be happy to assist with placing a new order. Please contact us @ ************** for assistance.
Kind Regards,
Initial Complaint
Date:08/15/2024
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.
I visited *****, ** store number 0402 on 8/8/24 at 6:30pm EST. Picked out 2 pair of shoes that both had the in-store signage indicating buy one, get one 50% off. At the checkout, the cashier advised the price did not include the sale. An associate went to the section in question, advised the sign must have been in error and the company sometimes changes prices. We pointed out the *** numbers both matched the sale sign, however the store would not honor. I emailed the customer service and requested a corporate response as they would not honor as well as ******** business page, both no response. *** ****** was the item purchased. I did not purchase the 2nd pair due to the store not honoring their displayed sale.
Business Response
Date: 08/16/2024
The customer did not provide a telephone number with his email correspondence. We will reach out to him.
Customer Answer
Date: 08/16/2024

I am rejecting this response because:
Phone number ************ was provided in contact form submitted.
Initial Complaint
Date:08/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 23 of this year, I purchased a pair of Birkenstock sandals for my daughter at the Rack Room Shoes in ******************* in **********, **. After about a week of wear, while we were traveling out of town during the week of Memorial Day, the buckle of right shoe detached from the strap. We weren't able to figure out how to repair or reattach the buckle so I just kept them for return later.When I went to return the shoes to the store, I found that the Rack Room sign was gone and the store was completely empty. Construction crews were inside working, and there were signs posted on the windows indicating no entry to be permitted. No signs indicated a new location for the store at the shopping center. Around a month later, I happened to drive through a different part of the shopping center where I saw the new Rack Room Shoes location. I made a mental note to bring the shoes by on my next trip to that part of town. On July 23, I brought the shoes to the new location of the store, presenting the shoes in the original box along with the broken buckle, and I requested an exchange. I was told that the store was unable to accept returns or exchanges for shoes that have already been worn, and instead, I would need to call the customer service number where I would be given directions for how to obtain an exchange, if they would allow. On July 23 at 3:17pm, I called the number provided on the card *************) and waited on hold for 1 hour and 40 minutes until a live human answered the call (call log attached). I explained the details and was told to send an email to *************************************** with at least six photos of the shoes, showing all sides and angles. On July 23, I sent an email (attached) with requested photos (six), asking for details on how to receive a replacement or refund.On July 28, I sent a follow up email (attached) requesting an update on my request. To date, I have never received a response from Rack Room Shoes.
Business Response
Date: 08/16/2024
We apologize for the delay in resolving you situation late. We hope you will give us another opportunity in the future.
Initial Complaint
Date:08/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My last 3 membership rewards have expired and would like to request reinstatement if at all possible. I have faced financial hardship due to illness and was able to use at the time. Now that my situation has improved I am ready to purchase but would be disappointed to not be able to use the $35 in rewards I had previously available.
Business Response
Date: 08/27/2024
One of our ************* Agents will reach out to the customer.
Customer Answer
Date: 08/27/2024

I am rejecting this response because:

no contact has been made by Rack Room Shoes.
Business Response
Date: 09/04/2024
We've contacted the customer regarding her loyalty account, but we haven't received a response yet. As a Reward member, she earns 1 point for each dollar spent, and 200 points are converted into a $15 reward, valid for 90 days from the issue date. Since her last purchase was on 10/28/22, she currently has no available rewards.
Initial Complaint
Date:08/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I visited Rack Room Shoes in **********,** on Sunday, Aug. 4, 2024. I purchased 2 pairs of Hey Dude shoes one full price one half price. I paid $89.00 for both pairs. As I was finished paying my two teenagers came up with their shoes the clerk working (very kind and professional) said oh if you have more to purchase you can return these Hey Dudes and then rebuy all the shoes together and then I will have spent enough to use my daughters $30 off coupon. I agreed to that and then paid again.. My issue the first charge for $89.00 never got returned to my credit card. Ive contacted customer service for help and the girl just said shed escalate the issue and Ive not heard from anyone nor has the $89 charge fallen off. I dont blame the store or the clerk I think it was an honest mistake but the customer service line for corporate is terrible and all I want is my $89 charge to fall off my card . The store can find my account via my email address as thats connected to my rewards points.
Business Response
Date: 08/08/2024
************* is researching this situation and will reach out to the customer within the next 24 - 48 hours. Internal Case # 1133713
Customer Answer
Date: 08/08/2024

I am rejecting this response because:
The same person that told me yesterday that she couldnt handle my question and had to escalate it is the same person that responded. Now they are saying no refund is owed. That i really owed the amount I paid. At no point should a customer at any establishment be told your total is $145.00 the register say $145.00 but your credit card be charged $237.00. That fraud if you ask me. I have every right to know as a consumer how much I am being charged for something.
Business Response
Date: 08/14/2024
The attachment if our last correspondence with the customer. Internal Case *******
Initial Complaint
Date:08/04/2024
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.
Hello, I placed an order of ******************** for my son's back to school shoes on July 21 to be delivered to ******************************************. My son had a 3 day youth church conference from before 7:30am up to 11:00pm each day that I volunteered for, but the rest of the time I was home. The Crocs never arrived. I waited until July 29th to contact customer service as packages run late. I live chatted with **** who assured me a replacement pair were being shipped, but after several days I never received an email regarding the order or processing or shipment so I reached out again through live chat. Nothing was mentioned regarding the replacement pair, but they said they would ship a pair to the closest store. I will not receive a tracking number, and the time frame for them to arrive is past my son's first day of school. I am in tears as my air conditioning unit just went out, and I have sod worms eating my entire lawn. Both which cost a ton of money I don't have and time I don't have either. I just wanted the first live agent to keep his word and ship them. Now I still have no way to tell if any replacement is shipped, no tracking, and a child with no shoes for his first day of middle school on Thursday and I don't have the money to run out and replace them with everything else I've been hit with financially. Thank you for your time.
Business Response
Date: 08/05/2024
The replacement order ******************* is set to be dispatched today via ***** ground. It is destined for our store in *********, AL to guarantee a secure delivery. Once the shoes have arrived, the store will reach out to you.
Customer Answer
Date: 08/05/2024

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.

Thank you.
Initial Complaint
Date:07/28/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted rack room shoes multiple times over the past 6 months to tell them someone is committing fraud by using my name and email address to sign up for their rewards program. I know this because every two weeks I get an email from each room shoes asking me to rate shoes I bought. I havent bought shoes from there in many years - and I never will again because I have repeatedly told them about this fraud and they have done nothing. *** asked them to shut down this account and theyve done nothing. Theyre letting the fraud perpetuate and theyre fine with it. As my desired settlement I put -finish the job. Because I want them to shut down this fake account as I have asked them to do! Just do it for the love of god!!!
Business Response
Date: 07/29/2024
We suspect that the email address was entered incorrectly to a loyalty account. We apologize for any trouble this may have caused.
Customer Answer
Date: 07/29/2024

I am rejecting this response because:
Rack Room Shoes has not made any attempt to fix this matter. An apology does not fix the matter. I want my name and email address obliterated from ********* Shoe's database, as I have told them several times. Someone is still using my name and email address within Rack Room Shoe's loyalty program and Rack Room Shoes has refused my request to shut down a fraudulent rewards account. If the account is not shut down, Rack Room Shoes has made no response to resolve the complaint.
Initial Complaint
Date:07/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I am reaching out because I purchased a pair of sneakers for my son on July 5, 2024. My order number is *******************. We had planned to keep the shoe but it appears that his foot has grown and he's unable to wear them now. I visited a local store today and attempted to exchange the sneakers. However, I was informed that the shoes could not be exchanged or returned because my son did not have the box, although the tags are on them. They have not been worn and I have the receipt on my phone. Had I been aware of this policy I would have saved the box.I have been shopping at ********* for quite a while.I am disheartened that Rack Room is forcing me to keep a pair of shoes that my son cannot wear. It appears that this policy only benefits Rack Room. Customers are penalized for not keeping a cardboard box when the product is the shoes not the box. The shoes can easily be resold in the store. If this is a hard and fast rule place it conspicuously on the bag and box. If I have the unworn shoes (tag attached), a receipt, and it's within 30 days there should not be a problem. Are you selling shoes or boxes?I would appreciate someone reaching out to me to resolve this matter.
Business Response
Date: 07/26/2024
We have received an email from the customer. An Agent will reach out to her soon.
Initial Complaint
Date:07/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/13/24, I purchased a size 7 white dress shoe for my daughter at the Rack Room Shoes ***************************** ***************************** *****, *********, **, *****. (This address did not populate so I had to choose another address). I purchased the same shoes a couple months ago in a size 6 for my daughter but she has never worn them. You can look at the shoe and its very evident that they have not been worn, not even once. I asked for a refund on the shoes that have not been worn and the Representative asked for the receipt. I told her I do not have the receipt, but I have the card that I purchased the shoes with. She said, I could not get a refund on the shoes without the receipt. I would like a refund for the size 6 shoes. The transaction information for the shoes I purchased today is.....Store:0791 / Reg:01 / ****:****** / Date: 7/13/24 / Time: 12:56pm EST / Assoc: ******
Business Response
Date: 07/22/2024
One of our Representatives will reach out to the customer. Internal case *******.
Initial Complaint
Date:07/11/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Absolutely the worst shoe buying experience ever. Their online customer service is so incompetent. They should get an award for how to not do anything right. Needed to have 3 pairs of shoes delivered to my home. Only 2 pair made it. Out of the two that made it. One had it's box destroyed in shipping. They ship their shoes in thin baggies. So they can be easily damaged. Another pair was sent to a completely different address. I called customer service 2 different reps told me no worries that they would over night ship a replacement. 100% all lies. They never sent tracking and after having to call and chase down what actually happened they finally send tracking and assured me it was overnight shipping. Obviously they lied and sent it standard. Every time I contacted customer service I get the run around and lies. They truly must not like their customers. They definitely let you know that they dont have any morals or ethics as a business. Asked for a supervisor to contact me, needless to say that never happened either. Was told it's in the que for the last 3 days??? Will be blogging and making some videos to warn others to avoid this company. I am sure I will get the usual smug response that shows how much they hate their customers.
Business Response
Date: 07/19/2024
We cherish our customers and strive to support them with their shopping experiences. It saddens us when packages arrive damaged, and we do replace the items for the customer. While overnight shipping is currently unavailable, customer items are delivered within 2 days. Standard delivery typically takes 5-7 days. We are grateful for the chance the customer has given us to address their issues.
Internal reference: ******* & 1118938.
Customer Answer
Date: 07/19/2024

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.

Thank you.
I also would like to add that the person whom had contacted myself regarding the complaint was very professional and understanding of my situation.
They resolved my issue promptly and respectfully.
Thank you.

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Rack Room Shoes is NOT a BBB Accredited Business.