Complaints

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

close

Find a Location

Designer Brands Inc. has 111 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Designer Brands Inc.

  810 Dsw Dr Columbus, OH 43219-1828

• 

  Designer Brands Inc.

  1200 Polaris Pkwy Columbus, OH 43240-2036

• 

  DSW Discount Shoe Warehouse

  276 New Britain Ave Connecticut Commons Plainville, CT 06062

• 

  DSW Designer Shoe Warehouse

  2100 Park Manor Boulevard Pittsburgh, PA 15205

• 

  DSW Shoe Warehouse

  2701 Edmondson Road Cincinnati, OH 45209

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:06/07/2025

  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.

  ***** Ordered - February 20th 2025 paid by Koho card for Crocs shoes $75.46 Order 07396604CCA.February 22nd 2025 order shipped by ****The parcel was returned to the senders as there was a courier/address problem, I never saw the crocs. March 14 2025 Crocs say order returned ?Phoned Crocs on March 22nd 2025 as no order received, They said they would do refund as goods returned On 23rd April e-mailed them - they initiated Case ********. I tried to initiate return even though *** had returned ******** refund as of June 7th 2025

  Business Response

  Date: 06/10/2025

  Hello *****,

  I'm sorry to hear about your previous experience. After reviewing your inquiry, I'm not seeing that there's any DSW order for 07396604CCA. The closest confirmation this would be in relation to is possibly our Canada organization, but even with that our order numbers don't look like this. 

  If you purchased the shoes from Crocs, please make sure you're reaching out to their customer service team for assistance in which they can be reached at **************. 

  If your purchase is in fact a DSW order with our Canada representation, please follow up with the appropriate location at ************** and they'll be more than happy to assist you with your inquiry. 

  Again I apologize for any confusion this may have caused. Have a wonderful day!

  ******* - Shoe Lover

• Initial Complaint

  Date:05/23/2025

  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 purchased a ****** Tennis shoes at the store on 05.22.2025, I wear the shoes to take the dog for a while and the shoes hurt me on the bottom of my feet. The size is perfect for me; but as I walk the shoes was uneven on the street,I'm sitting typing this on a bag of ice, I can't even to my feet on the floor. I don't mind having a gift card from the store, but I need to return this shoes. I wore once only.

  Business Response

  Date: 06/10/2025

  Hello ******,

  I'm sorry to hear about your previous experience concerning the ****** shoes. If you haven't done so already, please don't hesitate to visit your local DSW store and see if the store staff can assist. Though it's within our procedure that we don't accept worn merchandise, there may be an exception that can be done given your situation and circumstance.

  It would however be up to the store manager's discretion as this seems to be an in store purchase and for our team to appraise the shoe's condition. Unfortunately even at a corporate level we don't have access to the store's registers so all in store purchases would have to handled and resolved at any of our local DSW store locations. 

  Again I apologize for any trouble this may have caused. Have a wonderful day!

  ******* - Shoe Lover

  Customer Answer

  Date: 06/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:05/22/2025

  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 ********* ***** purchased a pocket book on line at DSW SHOE store on 5/11/25 I received an email the next day stating the item was no longer in stock and they will return my refund for ***** back to my debit card.I called DSW main phone line twice,I was told they would refund me,here it is 5/22/25 no refund yet.Please help with the issue of my refund.Thank you.

  Business Response

  Date: 05/27/2025

  Hello Joy,

  I'm sorry to hear about your previous experience. We certainly don't intend to inconvenience or confuse our Shoe Lovers in any form or fashion. Here at DSW, we don't charge the form of payment until the item(s) officially ship out from the warehouse or are picked up at the store (unless the Shoe Lover is utilizing Afterpay as a form of payment). 

  In your case, since you used a debit card and the order was cancelled, you actually were never charged for the merchandise. Instead there was a pending authorization on your bank statements to ensure the funds for the purchase when your order was initially placed. Now that the order has been cancelled, the pre-authorization pending should've fallen off by now. There wouldn't be a credit issued since nothing was collected. 

  If you're still not seeing the pre-authorization fall off or are to believed to be charged for the order, please contact your financial institution for further assistance. Again I apologize for any confusion this may have caused. 

  Thanks again for contacting DSW! Have a wonderful day!

  ******* - Shoe Lover

  Customer Answer

  Date: 05/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *** *****

• Initial Complaint

  Date:05/21/2025

  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.

  Several order not just this one which is item number ************ and return #********** . Again were sent damaged shoes and boxes without receipts boxes has no top to the Box which was physically ripped off because Inorder thing from this company and the top attaches to the bottom. It was totally ripped off because the box is a wraparound. I wanted my $ back returned it to a store location and they took it soon themselves to the send it to me only they are resending the wrong item and I made them aware of both of those things. My complain was because this had happened more times than I can count and was fed up. Then without even asking what item came damaged has already sent me a different item of which I decided to keep so so am having to do more work to return because of this mistake and also never send me the correct product because they had already sent it out before even asking me what product it was. This brand has gone down the tubes and is just not worth it unless its in store and fingers crossed they have your size because going through their online service which I usually do is a mess. They had 0 info about my return of several shoes that had been done weeks before. I cant trust this brand anymore

  Business Response

  Date: 05/23/2025

  Hello ******,

  Please review to the attachment for the resolution response. Thank you!

  ******* - Shoe Lover

• Initial Complaint

  Date:05/08/2025

  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.

  Purchase during a **** half off sale. Signage both inside and outside of store did not state any limitations on which brands qualified. When we got to the counter to purchase the items we were not allowed apply the **** deal because our items did not "qualify." Only a small portion of brands did qualify. But this was not stated anywhere. Tried to contact by email. Not getting any responses.

  Business Response

  Date: 05/09/2025

  I'm sorry to hear about your previous DSW experience. We certainly don't intend to inconvenience or confuse our Shoe Lovers in any form or fashion.

  The terms and conditions of brand exclusions, promotion validity, and more can be found at **********************************************************. Unless the promotional offer specifies, all of the brands on this list of exclusions would not be able to partake in the offer unfortunately. 

  I've submitted your inquiry and feedback along to our management team and marketing partners for future consideration. Again I apologize for any trouble or confusion this may have caused. 

  Have a wonderful day!

  ******* - Shoe Lover

• Initial Complaint

  Date:05/06/2025

  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.

  Bogo offered on 2 specific items, never got the discount. I was iffered ***** for inconvience because dsw claim both items ate not included in promotion. Not my problem, they need to honor what eas dhown in my proof of advertisement.

  Business Response

  Date: 05/06/2025

  Hello ******,
  

  Thank you for contacting DSW. I apologize for any inconvenience you have experienced with the **** 50% offer not applying to your recent order due to both items not being eligible for the promotion together. For future reference, please make sure to read the terms and conditions for promotions to ensure that the items selected are qualified. While reviewing your order, I can see that one of our customer relationship leaders sent you an email earlier today and honored the promotional offer by discounting your order $24.98 in addition to the $20 discount that was already applied by our customer service team. Thank you for being a DSW VIP Club member!
  

  Sincerely,
  ******, DSW Inc.

  Customer Answer

  Date: 05/14/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23291898
  
  I am rejecting this response because: if an item is not eligible then it shouldn't be labeled as eligible, after i complained both items were labeled as ineligible for any discount and your company thanked me for advising you of the error. Instead of telling me to read the description OWN your error therefore i am requesting and additional $100.00 credit .

  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:05/03/2025

  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 5 pairs of shoes on 3/22/25. I returned 3 of the 5 pairs of shoes on 4/13/25. I was given a receipt of the refund in the amount of $******. I checked my bank account about 11 days later, on 4/22/25, and still never received the refund. I called customer service and they informed me that the refund never processed and I received a follow up email stating that I would receive $****** back on my Apple Pay. In 5/1/25, I still did not receive any refund, and when I contacted customer service again, they said that they never fully charged me for the full order, and will only refund me $125.43. I told them that is absurd, and it is not my fault the system did not charge my account accordingly, and that I still should receive the refund I told that I would get on two different occasions - the physical receipt after I returned the shoes in person at a DSW location and an email from customer service stating that I would receive ******. The customer *** agreed after an hour of speaking with them, and said they would refund that full amount. The next day, I still did not receive the refund and when I reached out to them, they said that I will only get back $125.43. I still do not have the refund and do not believe I will ve getting anything back from them as they do not keep to their word, clearly. I have filed a dispute with my bank and would now like to have BBB help me see through this process of dealing with incompetent and low intelligent employees at DSW.

  Business Response

  Date: 05/05/2025

  Hi *****, 
  

  Thank you for contacting DSW.I apologize for the experience with your recently returned order **********. The full response to your complaint is within the attached document. Thank you for being a DSW VIP Gold member!
  

  Sincerely, 
  ******, DSW Inc.

  Customer Answer

  Date: 05/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23282243
  
  I am rejecting this response because I am entitled to the refund of $196.57 that I was clearly told I would receive. It is not my responsibility that the full amount couldnt be charged to my card. I was provided with both a physical receipt and an email confirmation from a DSW representative stating that I would receive a refund of $196.57. The refusal to honor this is completely unacceptable and reflects poorly on your business practices.
  
  Regards,
  
  ***** ***

  Business Response

  Date: 05/05/2025

  Hi *****, 

  Unfortunately, regardless of the communications you received,there was still an outstanding balance of $71.14 owed on your order. Because of this, the only refund entitled for your order was $125.43 for the three items you returned, which was processed on 5/1. Again, to receive the remaining refund of $71.14, the two shoes still in your procession would need to be returned.

  Sincerely,
  ******, DSW Inc.

• Initial Complaint

  Date:04/30/2025

  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.

  Im writing to express my frustration with an experience I had at one of your stores on April 25, 2025 at 7:15 p.m. I recently visited DSW in ****, ********** to purchase a pair of shoes on clearance and asked an employee named *** if I could use a $25 off coupon with the purchase. *** wasnt certain, so she contacted the manager on duty, ******, to confirm. After checking, *** told me the coupon could be applied.However, when I proceeded to checkout, ****** told me that the coupon could not be used. I tried to explain that *** had checked with her and told me otherwise, but ****** was dismissive and unhelpful. She showed no interest in clarifying the confusion or honoring what her staff had communicated to ***** make matters worse, as I drove away, a manpossibly another manager named ***** or someone associated with Angelawas glaring at me angrily from outside the store, which made me feel uncomfortable and disrespected.This experience was disappointing and not what I expect from DSW. I hope youll take this feedback seriously and address both the miscommunication among staff and the unprofessional attitude I encountered.

  Business Response

  Date: 05/05/2025

  Hello *******,

  Thank you for bringing this matter to our attention and I'm sorry to hear about the overall experience. We certainly don't intend to inconvenience or frustrate our Shoe Lovers in any form or fashion.

  Typically when a promotion is in effect, it wouldn't be able to be applied to certain brands (assuming there are brand exclusions from the manufacturer) or on clearance items. In some cases there are promotions specifically for clearance products, however, those aren't really that common.

  Nonetheless, we want to ensure a pleasurable shopping experience when in store or online and it sounds like we've failed to provide such service. I've submitted the information provided to the district manager of that store location so they're aware of what transpired and can address the matter at hand.

  We take feedback very seriously to help improve the customer experience and ensure we're being represented in the way that upholds our vision and values. Again I apologize of your previous experience and will do everything in our power to help prevent that from reoccurring. Thanks again for shopping with DSW! Have a wonderful day!

  ******* - Shoe Lover

• Initial Complaint

  Date:04/29/2025

  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.

  This complaint is in regards to my in-store experience at Designer Shoe Warehouse (DSW) today, Tuesday, April 29, 2025 when I tried to return the shoes from order ********** totaling $117.98. I was denied the return due to my "return activity." I am appalled, disappointed, and extremely frustrated with DSW partnering with the third party, The Retail Equation (TRE), that uses an arbitrary algorithm to flag customers. As a customer, I want to be able to make an informed decision. I would never do business with a company that arbitrarily decides whether or not I can return items during the stated 60-day return window policy. I purchased these shoes on 4/15/25 which is 2 weeks ago, today. The shoes arent even unwrapped, yet I now need to appeal to a third party about why I should be able to return them so I can receive my $117.98 back and I am banned from returning shoes for 180 days?This is unacceptable and deceptive that a retailer is refusing to issue a refund because it feels like it and has no credible basis beyond an arbitrary algorithm. I demand that I receive my $117.98 back immediately because the shoes were never unwrapped, worn, or used in any capacity. It is not a crime, suspicious, or fraudulent to change your mind about a pair of shoes.

  Business Response

  Date: 05/05/2025

  Hi *****, 
  

  Thank you for contacting DSW.I apologize for the experience you have had with being denied returns through The Retail Equation. The full response and resolution to your complaint is within the attached document. Thank you for being a DSW VIP Elite member!
  

  Sincerely, 
  ******, DSW Inc.

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: 23266277
  
  I am rejecting this response because: 

  Your response is deplorable and exactly why I will no longer shop with DSW and continue to warn other consumers about your partnership with The Retail Equation (TRE).  DSWs partnership with *** promotes a culture of discrimination and hostility towards consumers which should not be tolerated.  The minimumdata you reference providing to TRE is flawed and not based in facts since there is nothing fraudulent about my shopping history.  Your decision to support the discriminatory practices of TRE not only cost DSW $117.98, but my long-standing history with DSW as a VIP Elite member.  The choice DSW is making to devalue and alienate consumers by partnering with TRE AND using data that is not credible blatantly contradicts its commitment to improve customer service, and provide a fair and secure shopping environment.  You are also promoting a return policy that is not transparentbased on your response, your return policy is actually non-existent because DSW only has a policy of FINAL Sale. DSW has eliminated my right to change my mind or shop with a competitor who has a better price if I initially purchase shoes with DSW.  DSWs short sided and misguided handling of this matter will have long term implications because consumer satisfaction has a direct impact on the ultimate success or failure of any company.

  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:04/21/2025

  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.

  Transaction Date 03/22/25 Amount Transaction: $76.55 Initial Credit: $68.05 Corrective Credit: $8.00 Short: $0.50

  Business committed to provide pair of shoes purchased in DSW App; and Returns and Exchanges info in App says you may return merchandise at a US DSW store or at ************************** for any reason within 60 days of purchase date to receive a full refund via original form of payment. There is no barrier to returns and there is no mention of any "restocking fee" in the DSW App Shipping & Returns page.

  Multiple Complaints against DSW:

  1. Shoe box arrived battered and abused in a cardboard box inside a plastic bag. Black plastic bag was filthy with dirt from transit, and shoebox was bent broken smashed - no longer a box.

  2. Both shoes had severe wear marks in the suede on both heels as if an abrasion was made on both heels or crushed. Did not arrive in "new" condition.

  3. Initiated return via DSW App, received digital label I printed, repacked in original packaging, and dropped off at local Fedex.

  4. DSW credited my **** card $68.05 for the $76.55 original charge. Error. Short $8.50.

  5. I called DSW, customer service representative told me as of 04/01/25 they instituted a restocking fee for all DSW VIP member returns. Lie. There is no such fee shown in the DSW app for Returns.

  6. Same customer service representative told me they would, as a courtesy, issue me a "ONE TIME" full refund for my purchase. That is the normal return policy as noted above. Full Refund.

  7. DSW customer service then proceeded to issue another non-full refund and short-changed me fifty cents by crediting my **** $8 instead of $8.50. Added insult to injury.

  8. I am done working politely with DSW's incompetence and repeated failures. 

  Business Response

  Date: 04/22/2025

  Hi *******, 
  

  Thank you for contacting DSW.I apologize for the experience you have had with how your recent order ********** arrived to you and for the customer service you received when asking for the return shipping fee of $8.50 to be returned to you. Thank you for sharing your feedback regarding this and I will be sharing this with our training team to ensure this is corrected in the future. I have issued the remaining $.50 refund owed to you, and you can expect to see this on your **** within three to five business days. Thank you for being a DSW VIP Club member!
  

  Sincerely, 
  ******, DSW Inc.

  Customer Answer

  Date: 04/22/2025

  Complaint: 23223518
  
  I accept the refund portion as closed; however, I am rejecting their written response because the response from DSW says they apologize for the service I received when I asked for the return shipping fee be returned to me which indicates they do not acknowledge the problem. The problem is:  there is no return shipping fee. I have read the DSW Returns & Exchanges instructions five times thoroughly, from top to bottom, studying it in great detail, and I have not overlooked a return shipping fee. It is not there! If DSW believes they have a return shipping fee, theyre required to publish it they cant keep it secret and spring it on unwitting customers. I also went to ********************** website looking for more information, and the link I clicked on re-routed me back to the DSW app where I originally was. If there is official DSW documentation regarding a return shipping fee, I welcome the sharing of that information and question why it is not in the Returns and Exchanges section of the app for customer understanding. 

  Reference the screenshot it says returns are easy either in store or by mail and return for any reason for a full refund! 

  DSW is gaslighting customers- saying they owe a nonexistent fee and then graciously offering a onetime credit for the nonexistent fee. Who could ever trust them and buy in good faith yet not be paranoid they are going to get hit by a surprise shipping fee for a return? Not me- this is no way to do business. 

  Regards, ******* ********