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:07/07/2024
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 June 22nd 2024 I purchased a pair of White ******* Vans Mens shoes from the store located at *****************************************The first day I wore the shoes was on the following Friday June 28th 2024. I noticed that the stitching that connected the toe to the lace holes was torn on one shoe. I called the store om Sunday June 30th and spoke to a representative and explained the issue. I was told that I needed to come to the store on Monday for an exchange due to a manufacturer defect. The phone call was recorded and saved. I was unable to come to the store on Monday, instead i arrived on Thursday July 4th 2024, I explained to the employees my issue and was told the shoes were worn and could not be exchanged. I then played the phone recording where the Rack Room employee informed me I could exchange them even though they had been worn. I was told no they would not exchange them. This experience has been extremely frustrating and I can not believe that a store would leave its customers without resolution. If this issue can not be resolved amicably I will be forced to take further action as a representative stated the shoes would be replaced and I'm sure a court would uphold that statement.
Business Response
Date: 07/29/2024
We apologize for the delay. The email was overlooked. Our ************* team will reach out to the customer. Internal case# *******.
Initial Complaint
Date:07/01/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered my daughter's school shoes from Rack Room Shoes. I bought three pairs. They delivered them but did not put them inside the fence. Order#************. Order#************ was place inside the fence. Order ending 1840 was stolen . I called Fed X and was told to contact the shipper. I have filed complaints with the copay and have talked with there customer care. With that being said I have gotten no response nor refund. I am a single mom of 3 and money is very tight right now. I had to get a loan to even get my kids what they need for school. For this company and FED X to blow me is sad. $118 may not seem like much but in my case it is !!!
Business Response
Date: 07/09/2024
Internal case# *******. The items were replaced and delivered to the customer on 7/3/24.

Dear ********,

Thank you for shopping with Rack Room Shoes.

We are sorry to hear that you did not receive two items from your order. We have reshipped the two missing items to the correct address. Your new order number is *******************. Your ***** tracking number is ************ and ************. Both items are out for delivery today.

*****************************************************************************************

*****************************************************************************************

We've also added a $15 reward to your rewards account, to assist you with your next purchase. This reward is good for up to one year starting from today.

If we can be of further assistance, please feel free to contact us via chat, Email or by phone at **************.

Thank you for shopping with Rack Room Shoes!

Sincerely,
Escalations Dept.
Initial Complaint
Date:06/14/2024
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 ordered online from Rackroom Shoes and the shoes did not fit so I returned them in the store. Initially, the return from the store did not refund me the shipping amount so I contacted customer service asking to clarify if this was refundable. The representative said my return will be reviewed for a full refund. I had to follow up with customer service and I was refunded for the shipping. When I checked my account, I noticed that the total amount I was refunded was slightly less than the original online order. I contacted customer service again asking for an explanation about the discrepancy and I was not given a clear explanation as to why the refund was not for the original amount on the order. The most recent representative I contacted said that there was a non-refundable retail delivery fee, but this still does not explain the amount of the discrepancy from my order. There was also no mention of any non-refundable charges I found in the terms and conditions of the return policy. I am wondering if I my return would have been processed differently and I would have been refunded the full amount had I used the prepaid shipping label to mail my return. But if this is the way the business processes all returns, they should be transparent about it in the return policy. I should not have to inquire with customer service if the whole order is refundable and be told that I will be fully refunded to find out that there is a portion of the return that is non-refundable. If the business is obligated to fully refund customers for returns, I would like to be refunded for the full amount on my account. If this is not possible, I would want other customers to be aware of the non-refundable portion of returns from Rackroom Shoes and I will not be making future purchases.
Business Response
Date: 06/27/2024
The customer's order was not eligible for complimentary delivery. To qualify for free shipping, consider the following options:

Enroll in Rack Room Rewards for complimentary shipping on all your purchases. Membership is free, and it comes with exclusive benefits.
Ensure your shopping cart reaches a minimum threshold of $65.00 after applying any promotions or discounts.
Take advantage of promotional periods when all orders qualify for free shipping.

As a gesture of goodwill, we have reimbursed the shipping fee for the customer. Please note that in ********, a separate delivery fee applies for home deliveries. This fee is non-refundable.
Customer Answer
Date: 06/27/2024

I am rejecting this response because: It does not provide a clear explanation on the discrepancy of amount refunded from the amount charged on the original order. There was no transparency in the return policy about non-refundable portions on returns.

Business Response
Date: 06/28/2024
In ********, retailers are not allowed to issue refunds for delivery charges. If a customer returns an item for a full refund, including any sales tax, the retailer is *** not refund the Retail Delivery Fee charged for the original delivery of the tangible personal property.
Customer Answer
Date: 06/29/2024

I am rejecting this response because: The breakdown of non-refundable portions of the return were not clearly explained and transparent in the return policy. There is implication that the option of using the prepaid shipping label to mail the return instead of returning in store would have processed a full refund amount from the original order. The differences in how the refund will be processed depending on the method of return for online orders is not explained in the return policy which would make consumers aware of the non-refundable portions and the amount expected for the refund.
Initial Complaint
Date:04/19/2024
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.
March.8th,2024 Order# ******************* I went in a store and made an online order for an out of stock shoe. Right in the store about 2 hours later I cancelled my order which l was made to do on the phone. I did it right there. I even got a email it was cancelled. Ive called and emailed multiple times to receive my refund of ***** . They wont do it.
Business Response
Date: 04/22/2024
A refund was processed on 3/26/24 for $58.45. We apologize for any confusion this may have caused the customer. Internal case # *******
Initial Complaint
Date:04/17/2024
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 April 11, 2024 i placed an order online for 2 pairs of sandals. Order ******************* for Madden Girl size 6.5 and Crocs size 7. I arrived at the store on the same day at about 5:45 PM. I requested the order. I tried on the crocs and they fit. I tried on the Madden Girl and they were too small. I asked to try on a 7. the 7 fit. it is at this point the girl told me she ********** to decline the 6.5 and would charge me for the 7. i told her no because i purchased with **** and i don't want to loose the special. she then said she would have to cancel the entire order and then ring it up again. i immediately told her NO that is to much work. just cancel the entire order i don't want them anymore. she said ** and i left. on this same day at 6:51 PM i received confirmation that i declined the Madden girl but picked up the crocs via email. I was charged $64.19 for the crocs. i immediately reached out to Rack Room Shoes regarding this issue and demanded my money back as i do NOT have the merchandise. I was given a reference number of *******. The following morning i reached out to the manager of the store who informed me it was probably a mistake. the associate probable hit the wrong button. She called her corporate office and told me that they are researching the matter and will get back to me. On Tuesday April 16th i called Rack room shoes again regarding my refund and was informed they do not have any response for me yet regarding my money. this is unacceptable. i need my money back!
Business Response
Date: 04/17/2024
A refund was issued on 4/16 in the amount of $64.19. We apologize for the inconvenience.
Initial Complaint
Date:03/22/2024
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 purchased shoes on 03.10.24 in store in *********, ** at the location in **************. The Cashier did not apply the full available discount. Due to this, the order was "refunded" and repurchased. The refund due is $152.92. I was told it would be 7-10 business days for the refund. Typically a refund to a debit card is 3-5 business days. Today is day 10 and I am now being told to wait until *****. I was not asked for my confirmation/authorization number to actually research the refund. I find this to be deceptive business practices. I would not use my debit card again at their business. Also, as I write this I am awaiting an order that was placed three weeks ago through the store. I have received nothing yet from the location about my order.
Business Response
Date: 03/22/2024
Thank you for reaching out. We are reviewing the customer's complaint and will respond directly to the customer within 48 hours. Internal case id #*******.
Initial Complaint
Date:03/11/2024
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.
Did not receive my order was told id be refunded within 10 business days still have not received anything my order is *******************
Business Response
Date: 03/26/2024
Thank you for reaching our. One of our ************* team members will reach out to the customer within the next 24 - 48 hours. Internal case # 1061812.
Customer Answer
Date: 03/27/2024

I am rejecting this response because: i still have not heard back all i want is a full refund for my order i have not received

Business Response
Date: 04/01/2024
Thank you for reaching our. One of our ************* team members will reach out to the customer within the next 24 - 48 hours. Internal case # *******.
Customer Answer
Date: 04/01/2024

I am rejecting this response because: they are asking me to dispute with my bank my bank inly disputes if it was fraud they are asking me to lie to my bank when its not a fraudulent charge i did not receive my order and am being refused a refund.

Business Response
Date: 04/05/2024
A refund will be issued. The customer is correct this is not a fraudulent issue. It is a stolen package situation as ***** provided photos that confirmed the delivery. **** provides purchase protection that covers theft.
Customer Answer
Date: 04/06/2024

I am rejecting this response because:
Its been a day since i was told a refund will be issued still have no email saying a refund has been issued
Customer Answer
Date: 04/08/2024

I am rejecting this response because:

Date Sent: 4/6/2024 6:15:54 PM

I am rejecting this response because:
Its been a day since i was told a refund will be issued still have no email saying a refund has been issued

Business Response
Date: 04/09/2024
Our chat records do not indicate a refund was approved. Our response has not altered.
Customer Answer
Date: 04/09/2024

I am rejecting this response because: last message that was replied i was told a refund would be issued

Business Response
Date: 04/10/2024
A refund will be provided in the next few days.
Initial Complaint
Date:02/29/2024
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 purchased shoes from the Rack Shoe store in ****** ****** online through Affirm and because the manager gave me the wrong order number they sent me the wrong shoes. I called and they said they would take them back but when I got to the store the manager said I couldnt get Affirm credit that he could only refund it to my ***** Fargo credit card. Now I have to pay Affirm interest on shoes that I no longer have
Business Response
Date: 03/11/2024
Rack Room Shoes do not have a relationship with ******. Our records indicate the form of payment was a **** card ending in 4234. We apologize for any confusion and recommend you reach out to Affirm.
Customer Answer
Date: 03/12/2024

I am rejecting this response because: I ordered online through Affirm! The store manager refused to credit affirm for my return. He would only credit my credit card that I did not use to pay for the shoes.

Business Response
Date: 03/13/2024
Our website states the form of payments we accept.
What forms of payment do you accept?
We are able to accept:
Cash
Credit ************ Mastercard, Discover, American Express)
PayPal
Klarna (online only) learn more
Rack Room Shoes gift cards
We do not accept checks or money orders.
Initial Complaint
Date:02/29/2024
Type:Order 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 went to Rack Room Shoes on Wednesday, Feb 28th around 6:30pm. I was looking at **** slides in the back left corner of the room, which is the men's sale area. I found one pair which was in the box at the sale rack (no lid on the box) which had a sticker on the box which said "26.99".When I checked out, the cashier charged me $49.99 (the original shoe price). I pointed out the sale sticker which said '$26.99'. The cashier then removed the sticker and said 'That sticker is wrong'. He said he could not help me. So I left without making the purchase. Then, I called the business and spoke to the manager (*****) who said 'What do you want us to do about it?'.
Business Response
Date: 02/29/2024
We apologize for the customers recent store visit. Your experience has been reported to the Regional and District Manager. They will address it with the store location.
Initial Complaint
Date:02/27/2024
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.
Purchase a pair of schsers slip resistance shoes for my job wore them 15 min fell once and almost fell once took them off put my old shoes on. Took back to rack room could not trade them or get my $ back. I only had them on 15 min. How am I going to know they work if I dont put them on. The box say slip resistance. They or not
Business Response
Date: 03/05/2024
Thank you for reaching out. One of our ************* Agents will reach out to you soon or you can reach us at **************. Reference Internal Case: 1060837

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Rack Room Shoes is NOT a BBB Accredited Business.