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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/07/2023

      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 March 31st I ordered two pairs of shoes from rackroomshoes online. They had a Buy one get one half off sale. One pair was ***** the 2nd was ***** and after the **** the 2nd was *****. I made my payment and waited for my confirmation email. The email showed a different total but I didn't think anything of it because the charge was already pending on my account. The email said I would receive another email when they shipped. It's been 7 days now and my order is in limbo. **************** says they can't find my order, because it's pending. Did my order not go through because they were going to change the amount to 95 instead of the 80?

      Business Response

      Date: 04/26/2023

      The order *******************, shows delivered on 4/13/2023 on ***** tracking number 396849312536. The total charge was $80.79.

    • Initial Complaint

      Date:12/28/2022

      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.
      Locarion: ************************************************************************ **** resolution 6 25% off im traveling this location price is wrong. Sign says ***** rang up *****. Pointed this out and manager shows a different shoe trying to convince me of the price. Said NN should be on the price tag. So i pointed out that NN was not on any if the resolution **** signs and then she claims she is right and cant take the price to whats shown. I think corporate needs to know that this store is pricing wrong and after arguing with her not listening we left and took business to finish line. This store should be checked for accuracy and pricing. Ive been in other store that have made errors and they corrected it and took sign down. This store made it such a big deal when its their price issues. I worked retail very aware of how to match price tags to shoe box. Wont be to this location again

      Business Response

      Date: 01/13/2023

      The customers complaint has been reported to upper management. We apologize for the confusion.

    • Initial Complaint

      Date:12/27/2022

      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 made an online purchase 12/22/22. When I got to the final screen to authorize payment my total was $75.58 (I have a screenshot of this). When I hit submit the confirmation screen said the total was $97.18. When I chatted with online customer service I was told this was because I used a coupon code that wasnt valid. Regardless of the coupon code, how can you charge someone more than what they agreed to? I hit submit on $75.58. I NEVER authorized more than that. You cant charge someone more because your website accepted a coupon code and then changed its mind AFTER the customer authorized the payment. This company did not have my permission to charge my bank account that much money. Order Number: *******************

      Business Response

      Date: 01/04/2023

      We are reviewing the request. Internal Case 857017.

    • Initial Complaint

      Date:12/20/2022

      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.
      Rack room shoes refunded a payment of $102.58 in September of 2022 and then reversed it today mzking my checking account negative

      Business Response

      Date: 01/04/2023

      We are reviewing this request with our ***********************

    • Initial Complaint

      Date:10/27/2022

      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.
      On October the 14th I bought 2 pairs of shoes from ********* for my son, costing me $80.20. They were suppose to be delivered to this address *********************************************************************** ************** (the mall office) I got a notification that they were delivered. I went to the mall to collect my son shoes and they told they werent there. I called the Rack Room and told the mall office does not have my shoes. I was informed by Rack Room to call PayPal and which I did, I put a claimed Transaction details Case number PP-R-XFO-********* Your PayPal case PP-R-XFO-********* case denied I work very hard for my money, $80.20 is a lot of money for me to spend on shoes but my needs good shoes. I have 3 children and a single mom so you can see how important it is for me to get those shoes or my money back. I appreciate your helping me in this matter, as no one else will Thank you very much Starlone Germain *********************************************************************** Apt 201 ************ *****************************

      Business Response

      Date: 10/28/2022

      The customer selected to ship to our ************* store address however the suite number was missing. Order #*******************. Our ************************ will reach out to rectify the situation or the customer can contact **************. Reference internal case 821001.

    • Initial Complaint

      Date:10/10/2022

      Type:Product 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.
      Hello, this is regarding order #******************* for a pair of black Hunter boots. I received the package on Thursday and received the wrong shoes. I needed these for a weekend trip, so then needed to drive 45 minutes to find this same pair in my size. I immediately live chatted upon receipt of the package and explained what happened. I was told I'd receive a refund and a shipping label in ***** hours to ship the wrong shoes back. It has been 48 hours and I am about to leave for my trip. I wanted to get these shoes shipped back out before I left. I live chatted and spoke to ***** who just stated that it will take ***** hours and she was not able to assist. ***** notified me that my item was resent, however in my initial interaction I requested a refund as I needed this shoes for this weekend. I am unsure if the item was actually resent as I was promised a refund already in the initial interaction. ***** then stated that I received the shipping labels yesterday 10/7 and to check my spam. I checked my inbox and spam, I never received the labels or refund notification. I provided all details required and my ticket number, and this agent appeared to not care to research what was going on or try to rectify this issue. Due to this being Rack Room's error with sending the wrong shoes, I find it completely unacceptable that this issue was not resolved in a more timely manner and after this I do not plan on utilizing this site again. My initial ticket number from the first interaction was #****** just as a FYI.

    • Initial Complaint

      Date:09/21/2022

      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 a purchase of shoes for around $98. The 1st problem I incurred was the sizing not being accurate compared to other shoe stores. I wear a 9 1/2, but purchased size 10 and both shoes were too small. And the quality by comparison is definitely of lesser value. My 2nd issue is that I chose not to leave my name, phone, and email when I made my purchase, however when I did my return WITH MY RECEIPT!!!. I forced to provide my personal info to make a return that I had the original receipt for. After returning the shoes I wanted all my info rmovd from their system being that I no longer had any products from them and will NOT be making any future purchases moving forward. I was told that I would have to go online myself and remove all my info. Why did I need to give it in the first place? What was the point of ever having a receipt? I was forced to provide personal info so that I could targeted for advertising and marketing. Then received attitude from both cashiers because I want the corporate number which they didn't provide. Then when I go online there is no easy way of getting my info out of your system. And when I finally access the number it was a Voice-mail recording system??? How do you run a business like this? Even getting to customer service was a hassle. Customers should not have to be forced to provide info that openly denied during purchase if all products and receipt are there. And finally my last complaint is that I paid with my debit.When I did my return I was unable to receive cash and I would have to wait **** business days for a DEBIT purchase, not credit but a debit purchase. You instantly took the money out of my account but have to wait almost 2 weeks to get it returned. While normal business do returns in 3 to 5 business days at best. This entire experience is why I rarely see people shopping in your stores and why I never shopped in there until recently but after my experience this will be my first and last.

      Business Response

      Date: 10/04/2022

      The customer has not returned our call. We will reach out again. Case 807819.

    • Initial Complaint

      Date:08/29/2022

      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 and spent a good chunk of money ($90.09) on them a few days ago (8/25/22). their website claims and order should ship on the same day it was placed and mine had still not shipped 4 days later. i reached out to customer service and was told that even though i made the purchase for those shoes (when i ordered it said they were available in my size), they couldnt find any store with my size said all they could do was continue to look. absolutely FURIOUS. i paid $90 for these shoes so i would like to actually get them. but apparently when buying from rack room shoes, theres no guarantee that you will actually receive the order placed. order number *******************.

      Business Response

      Date: 09/02/2022

      We apologize. We ship from our store locations. The customer is not charged for the item until it ships. We regret the item took longer to ship than expected. Expected delivery time is 7 - 10 business days.

    • Initial Complaint

      Date:08/17/2022

      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 ordered some boots and never received them. Emailed customer service twice and never received a response.

      Business Response

      Date: 08/17/2022

      We apologize for the delay responding. We have resent your item to you via ***** Ground. The new order number is 2022081791019037874. 

      When the item ships a email will be sent to *******************.

      Kind Regards 

       

    Rack Room Shoes is NOT a BBB Accredited Business.

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