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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:12/06/2023

      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 11/05/23 I purchased 3 pair of shoes, one of them I wore them to my office but as soon as I got there I took them off, they were so uncomfortable. I went back to the store trying to not even return them, just wanted an exchange but the manager said that I could not do any of that since I wore them. Well, she said that to the cashier because did not even bother to talk to the customer (me). How am I suppouse to know if a shoe is uncomfortable if I don't wear them? the manager who's name is **************** did not show any interest in knowing what I have to say, every rule has exemptions and at least as a customer I deserved the right to explain what happened but the manager did not care. Very umprofesional, I am talking about $79 worth .

      Business Response

      Date: 12/06/2023

      Our ************* team will reach out to the customer. A case was created #*******. Our team may be reached via *************************************** or **************.

    • Initial Complaint

      Date:12/05/2023

      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 11/28/2023 I made two purchases at Rack Room. One was in store and one was online. The total was $390.30. On 12/2/2023, I returned all the items to Rack Room, but the refund they gave me was only $363.92. The associate could not figure out why the refund amount would not total correctly so he told me to call customer service. I did that and they put in a ticket # *******. I was told I would get the remaining refund in 2 days. Well, two days passed and I haven't heard back at all, do not have the new refund, and now the original refund has been removed from my credit card. I have no merchandise and am out $390.30. I keep being told to wait two more days. I can't get ahold of a customer service manager. At this point I never want to shop at Rack Room again and will not let any family members shop here. I would like a full refund immediately.

      Business Response

      Date: 12/06/2023

         We regret to hear of the dissatisfaction our customer is experiencing. According to my research 2 refunds were processed. The return to store refund for ****** processed on 12/2 and posted in our records on 12/4. An additional manual refund was processed on 12/5 for *****. This was issued after customer contacted our care center and brought a cashier error to our attention on 12/2.  I have included attachments of bank documentation and case note communication. Most likely, the customer not seeing the funds is a timing issue with the banking settlement process. Credits can take up to **** days to clear both financial institutions. 


      Kind Regards,

      KBARNETTE @ RackRoom Shoes

    • Initial Complaint

      Date:11/15/2023

      Type:Billing 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 went to Rack Room Shoes on November 10, 2023 and bought a pair of shoes, upon paying for my items I was told that my debit card was denied. I ran my debit card a second time and at that point it went through. 4 days later when my bank reopened after holiday closure, my debit card was charged twice for the same purchase. I contacted corporate and explained the situation. They told me that they only received one charge from my card, sent a screenshot which appeared that one was not honored, so then I contacted my bank and explained the situation to customer service. They advised me that it was charged twice and sent me the statement showing where it was approved twice. Then I contacted Rack Room Shoes a second time via email and sent them the statement showing where my card was charged twice for the same amount, they are still denying the charge. I would like some help getting a solution and one of my charges back.

      Business Response

      Date: 11/30/2023

      The attachments shows the first charge as not honored. The 2nd charge was authorized. Internal case # 1002854.

    • Initial Complaint

      Date:10/20/2023

      Type:Sales and Advertising 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.
      Purchased 2 pairs of shoes online through Klarna on the buy one get one sale: returned shoes around 10-2-23 if not before and have yet to receive my refund in my account. The 1st payment of $19.05 shows it was taken out of my account on ******* as well which happened to be the day of my return. I do not believe the cashiers in the store had any clue of how to issue a return for a purchase made online.I have made several calls to both the store, Rack Room customer service and Klarna customer service only to be right back at **********. I returned the merchandise weeks ago and I would like my refund expedited.

      Business Response

      Date: 10/20/2023

      Rack Room Shoes stores cannot process a refund to Klarna therefore a full refund is processed to the customer's credit card. The customer is still responsible for the payment plan they agreed to with Klarna.

      The store issued a refund to the customer's **** card. At this time our stores are unable to issue refunds to Klarna. 

    • Initial Complaint

      Date:10/20/2023

      Type:Delivery 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 5 pairs of shoes from a *********** to Rack Room shoes in July and I have been in constant contact with them. They supposedly shipped out my order for a second time and it is now showing as delivered and I have NOTHING. I am trying to upload photos of the payment and messages but I'm having issues

      Business Response

      Date: 10/27/2023

      A fraudulent website impersonating Rack Room Shoes has recently surfaced. We want to assure you that this site is in no way affiliated with Rack Room Shoes, Rack Room Shoes Gives, or our official social media channels.

      If you have mistakenly placed orders through the imitation site, we advise you to handle these matters directly with your financial institution for a resolution and your protection.

      At Rack Room Shoes, your trust and security are of utmost importance to us. We have taken immediate legal action against the perpetrators by issuing a cease-and-desist order. Rest assured, our official website remains safe and secure for all your footwear needs.

      Thank you for your continued support and loyalty to Rack Room Shoes.

    • Initial Complaint

      Date:08/28/2023

      Type:Delivery 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 tennis shoes through ******** from what was supposed to be from Rack Room shoes but once you make the purchase it reroutes you to a company called shoesdiscountshop. This was on July 30,2023 at 2:33 pm in the amount of *****. The email that is given for complaints is: ******************************************** but there is never any response and I never did receive my shoes. It will give you a receipt but when you go back to see or track order its blank.

      Business Response

      Date: 08/28/2023

      It has come to our attention that a fraudulent website impersonating Rack Room Shoes has recently surfaced. We want to assure you that this site is in no way affiliated with Rack Room Shoes, Rack Room Shoes Gives, or our official social media channels.

      If you have mistakenly placed orders through the imitation site, we advise you to handle these matters directly with your financial institution for a resolution and your protection.

      At Rack Room Shoes,your trust and security are of utmost importance to us. We have taken immediate legal action against the perpetrators by issuing a cease-and-desist order. Rest assured, our official website remains safe and secure for all your footwear needs.

      Thank you for your continued support and loyalty to Rack Room Shoes.

    • Initial Complaint

      Date:05/22/2023

      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 made an online order for a pair of shoes (order #*******************, SKU #******, *************** clear heels size 7.5) on 4/18/23. I went to the store on 4/19/23 to pick up the shoes, but decided not to get them because they were too small. There were children working there and said they needed to 'process the order' before they could return the shoes. They said they didnt know how to cancel it and it will take about 20 minutes to do so I could leave. When I got home I received an email that I had picked up the order, although I had not. I called the store the next day and the staff said they could not locate any orders. I asked to speak to a supervisor and asked her to review the cameras to verify what I was saying, I was told I needed to call customer service. I sent an email to them and called their customer service. **************** stated the email team was working on it and they could not help. The email team only messaged me asking for the order number and then never responding to my request. I completed a survey with the information asking for assistance, but the company does not respond. I want my money returned $16.19 and I want my reward points restored to my account. The ********************** were never picked up. This can be verified by their cameras. The store needs to train their staff and not allow children having inappropriate conversations at a register to manage money and orders.

      Business Response

      Date: 05/23/2023

      We apologize for the experience you encountered in our store location. A refund was completed on 5/10 in the amount of $16.19. The $15 reward was reinstated on 4/24/2023.

    • Initial Complaint

      Date:05/04/2023

      Type:Service or Repair 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.
      Was shipped the wrong item. I sent multiple emails that went unanswered despite their website claiming to respond within 48 hours. I opened a case with PayPal, at which point they immediately responded. They issued a return label for the wrong item. The wrong item was delivered back to them 7 days ago. I spent over $100.00 and have no product and still havent got a refund. Now ever time I email them they say allow 2 business days.

      Business Response

      Date: 05/11/2023

      We apologize for the delay. A partial refund was issued on 5/2/2023 for $69.01 and the remaining refund on 5/4/2023 for $32.03. Total refund $101.04.

      Customer Answer

      Date: 05/11/2023

       
      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:04/25/2023

      Type:Billing 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 April 5th 2023 I shopped in store at the ******** location. When I went to make the purchase it said my card was declined & I was told our machine does that sometimes & to insert my card again. I was charged twice & the cashier told me there was nothing he could do & to call corporate. As soon as I got to my car I called and was assured I would receive a refund within 10 business days. I never received a refund and every time I call customer service I am told they are escalating the situation and someone will get back to me. Nobody has called or emailed me back. After reading other complaints, it looks like they know this is a problem & dont care.

      Business Response

      Date: 04/28/2023

      The customer used a ******************* ************** that doesnt accept refunds. The customer will need to reach out to her bank and see if an chargeback has been issued. If so, the bank will contact Rackroom and Rackroom will be able to issue her a refund on another card.

      Customer Answer

      Date: 04/28/2023

       
      I am rejecting this response because:
      My card does accept refunds. The woman I talked to today said I wasnt charged twice even though my bank can clearly see that I was. This is a poor excuse to keep scamming people! 

      Business Response

      Date: 05/01/2023

      Good Afternoon, 

       

         We are sincerely sorry for this inconvenience to our customer. This issue involved a transmission error. The customers first attempt of payment failed during the authorization stage. Due to the debit pin number already being recognized in the transmitting by customers bank, they captured the funds and they are in a hold status.  Rackroom did not receive a payment for this. Please refer to attached banking documentation that has also been provided to the customer for her bank to review. Our *********** documents show the 1st authorization failed and no funds were sent to us for this failed attempt. Often times customer initiating a dispute with thier bank is necessary to get faster results in researching and reversing funds back into the customers acct. 

      Kind Regards, 

    • Initial Complaint

      Date:04/20/2023

      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.
      After ordering Converse shoes for my wife at Christmas and not being the correct size and returning in January I have all but given up on either shoes that fit or a refund I would not recommend RACK ROOM! Multiple phone calls and emails and NO support I cannot recommend this company! I will never purchase from again!

      Business Response

      Date: 04/21/2023

      Thank you for reaching out. We are reviewing the issue. 

    Rack Room Shoes is NOT a BBB Accredited Business.

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