Complaints

This profile includes complaints for Nine West Holdings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nine West Holdings, Inc.

  1411 Broadway, 22nd Floor New York, NY 10018-3471

• 

  Nine West Holdings, Inc.

  750 Lexington Avenue New York, NY 10022

• 

  Nine West Holdings, Inc.

  180 Rittenhouse Circle Bristol, PA 19007

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:04/17/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Subject: Complaint Against Nine West Expedited Shipping Fee Not ***************************************** Dear ************************ am writing to formally file a complaint against Nine West Holdings, Inc., located at *********************************************, for failure to deliver on their expedited shipping policy and for poor customer service handling.On Saturday, April 12, 2025, at approximately 7:15 PM ET, I placed an online order with Nine West and paid $21.95 for expedited shipping. The website stated that expedited orders placed before 12:00 PM ET on business days would ship the same day, and orders placed afterward or on weekends would be processed the next business day. Based on this policy, I expected my order to be processed on Monday, April 14 and delivered by Tuesday or Wednesday at the latest. The order is now expected to be delivered on Friday evening April 18th. almost a full week from ordering.Not only was my order not delivered in the expected time frame, but I also received no proactive updates regarding any delays. I emailed customer service with no response not even a automated reply. So today I spoke with customer service. I spoke with a representative named *******, who was polite but unable to resolve my issue. I then asked to speak with her supervisor, *****, but he refused to speak with me directly. This lack of accountability is unacceptable and left me without proper assistance.Resolution Sought:A full refund of the $21.95 expedited shipping charge A formal explanation for the delay and the lack of communication A review and update of Nine Wests customer service policies to ensure fair and respectful treatment of customers I am disappointed with how this situation was handled and hope the BBB can assist in resolving this matter promptly.

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Nine West Holdings, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  **** *****
  

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 am filing a complaint against Nine West because I returned a pair of shoes on January 20 and have not received a full refund. The company claims it will take four weeks to locate the shoes before issuing my refund, which I find to be an unreasonable delay. I have already paid my credit card company in full for the purchase, and I expect my refund to be processed in a fair and timely manner. Waiting four weeks is unacceptable, especially as another payment cycle approaches. Additionally, Nine Wests return policy lacks transparency. It was neither explicitly stated in writing nor adequately explained during my phone conversations with their representatives. When I inquired about potentially returning a third pair, no mention was made of this prolonged process. Their unclear and unreasonable refund policy is causing unnecessary financial inconvenience, and I am seeking a prompt resolution.

• Initial Complaint

  Date:02/21/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Nine West is cancelling my order with no explanation. I would like to be able to order and receive items which I have purchased from Nine West. I've attached the order confirmation and cancellation notice.

• Initial Complaint

  Date:01/22/2024

  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.

  I placed an online order at ************************************************************************************************** Date of Transaction: 06th of January ***** $188.72 I was told processing time of 2-3 days. My credit card was charged right away at the time of purchase but items did not ship.Ninewest said they can't cancel my order and I need to wait until the end of month to declare that items are lost.How can it be lost when the items was never processed it never leave the warehouse but I was charged of $188.72 Today is Jan 22nd and order is still unfulfilled.I just want to get my money back please help!

  Customer Answer

  Date: 01/30/2024

  Better Business Bureau:
  
  I have called Nine West for the 3rd time last thu 25th of January and they finally ssued a refund to my credit card. Please be advised that this retail store has a poor customer service, reps are rude and impolite.

  I was told that the only way they would refund me is when the item is lost in transit after 14 business days but it was never processed it never leave their warehouse. I was informed a 2-3 day processing time of my order and it's been over three weeks and my order was still unprocessed! I am still blessed that I was able to get a refund after my 3rd call ontop of too many unanswered emails and messages 

  I will not recommend nine west to anyone. Please stay away from this online store. You've been warned!
  
  Sincerely,
  
  *******************
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 received a pair of boots I requested from a family member for Christmas. She gave me the box they were shipped in and the order label showing the size and style she ordered. When I opened the box, the size that was sent to her was incorrect. The size sent was one size bigger. I went to the Nine West website and attempted to return them and could not because it had been over 30 days. I then reached out to customer service. They were able to provide me with a return label. When I asked about being reimbursed for shipping, or receiving a code for free shipping on a new order they told me no. When I asked about EXCHANGING the boots since the error was made on their end (which they admitted to) they said they could not exchange them. So I now have to drive to a *** store, print a label which *** charges for, and return these boots. I then have to wait for them to reimburse the money so I can order the correct boots. I also have to pay for shipping AGAIN, even though the error was made on their end. They should ship the items back to me at their cost since they made the mistake.

• Initial Complaint

  Date:08/01/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  placed on order on 7/22/2023 for a pair of silver shoes. received an email on 7/27/2023 that the item was delivered via **** I work from home and have a ring camera - the package was not delivered on the day it stated. I called *** filed a claim with them and they got back to me this morning stating that the package was not found and to contact the manufacturer/shipper. I spoke to a very nice rep this morning whom stated that *** didnt notify Nine West about the claim or lost package so now NINE WEST has to submit a lost package claim. I do not like getting the run around especially when I pay for something and do not receive it. so now my money although it's not a lot is tied up bc of things out of my control. im seeking the full refund for the lost shoes ORDER # NW-*******

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Nine West Holdings, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

• Initial Complaint

  Date:07/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 an order online for a pair of shoes. Please see the attached description. When I receive the shoes they where totally the wrong pair. I called customer service and spoke with ******. She said she could reorder me the shoes I itinally order but they couldn't send *** to pick up the shoes and they would have inconvenient me and I would have to take the shoes to the post office to return the shoes. I explained to her I need to speak to a supervisor she tried for to get ****** to take my call but ****** refused to take my call. She said she was to busy. Then her headset wasn't working and she would have **** take my call. This is over an hour trying to get some one to speak to me regarding my complaint. ****** then told me I would need to print out the return label. I explained I don't have a printer she then told me to ask a neighbor or a family member. Again nine west wants to inconvenience someone else for thier error. I requested my shoes be expedited at no cost to me since the error was on thier end. They said they wouldn't be able to accommodate my request. I was on the phone for over an hour and ********************* up on me. Again this is the customer service ******************** provides. She said the phone call is recorded so thier corporate office should be able to hear the call. My exception of Nine west is to make this right and credit my card and make the customer happy. They have poor customer service and really bad unwilling supervisors to assist not happy customers when nine west delivered the wrong product and had the customer pay for thier mistake. ************************* Order numbe* ********* Shoes delivered wa WnJans3

• Initial Complaint

  Date:05/03/2023

  Type:Product 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.

  I ordered a high-heel pump a few weeks ago only to arrive damaged. I advised Nine West to ask them for a discount they offered an amount that wasn't worth providing. The rep then advised that I could send it back but I would be charged a restocking fee of $10.95. Told her that wasn't going to fly, this is Nine West negligence. I then requested a spvsr numerous times in this email conversation that went on for days. I then ended up calling back to Nine West on 4/27/23 and spoke to: ***** explained to him that I requested a spvsr several times in my email, and he apologized to me and stated that he would have a spvsr contact me. I asked him how long would it take he said 20 to 48 hours.. and still no phone call. I even replied back to my last email chat with Nine West advising a spvsr to call me yesterday. Still no call. This is not my first rodeo with Nine West but yet this is how they treat their paying customers. All of this took place thru Nine West email (Zendesk)

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Nine West Holdings, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  2/20/23 My first ever order with ************. *******. I order 300 USD worth of goods, one of which is the Cyra A blue pursed received damaged and poorly constructed. See image 1. for what I received in the mail. Crinkled sides and uneven handle. This is insulting.See image 2. For their return policy: To - and I quote - "original tender type- no exceptions." See image: 3. Confirming their customer service phone number and 4. My 7 attempts to call and contact their customer service about their damage purchase they gave me. They did not pick up the phone the first 6 times. The first robo-message includes a sorry for their return problems. Strike 1. At this point, absolutely ludicrous, and for a lack of a better term, simply ghetto.On my 7th call, they file a case, as they say... and say I'll receive an email that same day to send pictures. That phone call was March 1st, 2023.On March 5th, 2023, I come to a revelation in realizing what kind of company NineWest is. I truly thought they had greater decorum, and a brand of integrity. I filed a credit card dispute with my company this same day. On March 6th, 2023, low and behold, NineWest customer service FINALLY sends me an email. I send photos. And see photo attached for their reply, accusing me for using the product and stating it's store credit only. Big strike 2. This company is on a journey to make first time customers their last time customer. Strike 3 - II let them know again, the problem. And the resolution: Free return for my money back or else I'm going to literally return my 300$ initial purchase, and 100$ second purchase (before this fiasco), and discontinue any kind of relationship whatsoever. I'm truly not desperate to support a business that conducts themselves like this. Whoever is running customer service doubles down, burning bridges to the ground, and says STORE CREDIT. My credit card dispute stands firm. I'll also be gathering all of my items for return. Congrats, guys. Hope it's worth it!

• Initial Complaint

  Date:01/24/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Order NW-******* I received a pair of shoes from an online order last week and have been trying to return them since. But the website will not allow me to print a return label. It says not shipped yet. I tried calling and was on hold for over 15 minutes with no one answering. I tried 3 other times and still no answer. I need a pair of shoes, but my money is being held up on this pair that doesnt fit. They would already have my return in the mail back to them had I been able to return them Saturday when I tried. And my refund would have gotten to me in a timely manner. Here it is Monday and I still cannot get the return label. I wasted a lot of time during work trying to resolve this.Nine West has non-existent customer service and expects customers to use all their phone minutes on hold waiting for them NOT to answer.People who need a pair of shoes for dont have unlimited time and money to risk purchasing from Nine West. Furthermore, when you fail to provide basic services that prevent people from getting their money back, yet maintain a refund policy with your own time limits, that just makes you trash. Why would anyone continue to purchase from a company like that?Shame on you. Its impossible to do simple return nowadays with companys like this that cant maintain even basic customer service systems.