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Business Profile

Retail Shoes

Designer Brands Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

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

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Designer Brands Inc. has 111 locations, listed below.

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    Customer Complaints Summary

    • 235 total complaints in the last 3 years.
    • 120 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:01/30/2024

      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 some boots online the month of December but when I got the boots it was too tight so I took it back to their store for a refund. The cashier told me I’ll get my refund in 7-10 business days. I called customer service 4 times and the customer service representative said the same thing and I still didn’t get my money back of some boots I never worn.

      Business Response

      Date: 07/02/2024

      The business stated this was resolved directly with the customer. 

      Business Response

      Date: 07/23/2024

      Thank you for contacting DSW,

      I sincerely apologize for the confusion caused regarding a refund. I have checked the order, and the customer was not charged when the order was picked up, since return was made no refund is owed. Thank you for being a VIP Club member. 

      Sincerely, Numma, DSW Inc.

    • Initial Complaint

      Date:01/29/2024

      Type:Billing 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.
      Charged me twice for my shoe order.

      First Got charged $147.20 order which was correct then noticed another bank charge of the 94.99 shoe that order with the 20% discount so

      $82.26 twice for one pair??

      I am now missing $82.26 from my bank account due to already getting charged the full order and another charge for the same shoe that was part of the $147.20 order…

      Please refund me the $82.26 that i got charged again despite it being in the original charge.

      Business Response

      Date: 07/02/2024

      The business stated this was resolved directly with the business.  

      Customer Answer

      Date: 07/02/2024

      [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:01/26/2024

      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 went into the store to return an item. It is well within the 90 day return policy. It's only been 4 days. I have my receipt. The store refuses my return even though I am well within the return policy conditions. I called Corporate headquarters and they say yes I am within the return conditions but they cannot help me. They said I should be able to return and maybe I should try another store but another store is not close to me.

      Business Response

      Date: 07/02/2024

      The business stated this was resolved with the consumer directly.

    • Initial Complaint

      Date:01/21/2024

      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 placed a order on Dec 4th, 2023 that did not get processed due to an error. (I have the email provings that order was not placed). I placed an order on Dec 6, 2023 in the amount of $85.54. I paid for my order with a $100.00 DSW gift card leaving me a balance on gift card of $14.46. when I checked balance it was zero I contacted customer service multiple times and they said they took it for a order on the 5th which I told them it was not processed and was cancelled. It has been well over a month and they are stilltelleing me I owe them $81.80 for a order that wasn't processed and I still have had gift card balance returned.

      I returned boots from order because they were to small, they aregued with me about what I paid for them even though my account proves what was paid. They gave me a refund less than what I paid for the boots originally plus the didn't reimburse any taxes paid on the boots.

      I have emailed customer service multiple times same run around about both problems I've called customer service they pretty much called me a liar then said everything was fixed but nothing has changed. I have gave them multiple chances to treat me like a customer instead they just treat me like I'm stupid I am sending screenshots of multiple emails back and forth, this is not even half of them but pretty much they just tell me I don't know what I'm talking about.

      Business Response

      Date: 07/02/2024

      The business stated this was resolved with the consumer directly.  

      Business Response

      Date: 07/23/2024

      Hi ******, 

      While reviewing your BBB complaint, it looks like our customer service representatives were able to assist you with issuing an additional $10 refund for the refund discrepancy of your order ********** on 1/10/2024.

       

      Sincerely, 

      ******, DSW inc.

      Customer Answer

      Date: 08/05/2024

      I would like to know where they refunded the amount of $10 to because I never received any additional refund 

       

    • Initial Complaint

      Date:01/07/2024

      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.
      Ordered shoes from them but they didn’t fit so I exchanged them for the next size up which still didn’t fit, when I tried to return them their customer service team told me they would send me a return shipping label within 48 hours and now after 3 follow ups over a week period, I have still not received a return shipping label and I am stuck with these shoes, their customer service has been little help.

      Business Response

      Date: 07/02/2024

      Hello ****,


      Thank you for Contacting DSW and being a VIP Elite member with us.


      Thank you for contacting DSW. I apologize for the delay in responding to your BBB complaint, and for the fact that you did not receive a return shipping label for your exchange order E0042039.
      Youll find the resolution to your complaint with the word document attached.


      Thanks,
      *****, DSW.inc 

    • Initial Complaint

      Date:01/02/2024

      Type:Customer Service 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.
      Multiple issues associated with orders connected to *************@gmail.com
      Some of the issues include delays or not receiving at all back my refunds for returns, DSW customer service not replying to inquiries involving requests for help, being issued invalid and paid for GC's and credits (cards, codes etc)
      Not being issued or receiving back GC in the original digital format as paid/originated (e-cards not hard copy cards). despite DSW previously acknowleding it was ok for such and providing written confirmation this preference would be upheld on all order present and future.
      I am owed money/credits and cannot use my PAID for formats and orders getting delayed. They have not even offered to offer me any addtional rewards or compensation for the utter complications in simply trying to shop. Please see emails for full details.

      Customer Answer

      Date: 01/03/2024

      BBB;

      ALL of these details were already supplied to you in my complaint via the attachments.

      If you take moment to look at those, you will see those were given by me initially.

      Is there any reason why the data in attachments was not recognized?

      Here is one of several manually re-input again so we cna proceed; (order #: **********)

      Business Response

      Date: 07/02/2024

      This has been resolved directly with the consumer.

      Customer Answer

      Date: 07/02/2024

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 21086023

      I am rejecting this response because: 

      This has NOT been resolved, I never heard from them at all

      Regards,

      Business Response

      Date: 07/23/2024

      The customer was fully assisted by corporate contact regarding gift cards concerns on 1/17/2024. Gift card cannot be sent digitally anymore for online returns. The customer has been educated that mailed gift cards have to be sent, and we are not able to override how gift cards refunds are processed.  

      Customer Answer

      Date: 08/09/2024

      Re: You have a new message from the BBB of ************ in regards to your complaint #********.

      Gmail <***********************>
      Aug 6, 2024, 11:54 AM (3 days ago)
      to Better

      BBB/DSW;

      In regards to the most recent message from business, I would like to respond as follows;
      1. I was never 'educated' about GC only bring capable of being issued physically, in fact DSW CS has often told me these can (which they sometime randomly have) issued them digitally, It is not a consistent process.
      Moreover as previously stated, I have not been a recipient to the old mailing address PO BOX 8762 SPRING TX ***** for many months, therefore please reissue any and all GC whether they were digital or tangible with remaining balance preferably to my email address and of not possible reissue them to ***************************. DSW has also been advised of this multiple times in writing via email as well in the BBB outreaches to which has not been acknowledged by DSW.

      2. Their response does not address a previously itemized list of concerns directed to them on countless occasions, including several episodes of valid promo codes erring on their website, loss of rewards due to the technical issues being able to complete purchases on their website due to onslaught of merchant technical web issues, plus missing credit and/or refunds .

      3. Prior request to send full accounting of all purchases/credits/refunds for last 2 years to em via email for audit review (CS does not answer these requests)


      Business Response

      Date: 08/12/2024

      Hello *******,

      I have attached some information. Please let me know if you have any of the gift cards and I will be able to fix this issue.

      warmest regards,

      *********

    • Initial Complaint

      Date:01/01/2024

      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.
      Online Order date : November 23, 2023
      Expected delivery: 2 business days
      Amount: $174.82
      Status: order stuck in process

      Details of order are above. I called DSW on December 2nd requesting the status of the shipment since it was already 9 days in and it was initially promised a 2 day delivery.

      In the phone call of December 2nd, I was informed that DSW would cancel order. It was followed by an email on Dec 2nd confirming cancellation and that the order was not processed at all.

      On December 7th, I noticed a pre authorization charge to my credit card for the order that was supposed to have been cancelled. I checked the DSW app and the order was still showing a “in process” status.

      I then made a 2nd attempt to reach out to DSW by email requesting an update and reiterating a cancellation of the order.

      Followed by a 3rd request on December 22nd seeking a status update and escalation. My credit card was once again hit with a Pre authorization from DSW for $174.82.

      On December 26, I was assured by DSW that the order would be cancelled and out of goodwill a $20 rewards would be credited to my DSW profile for the inconvenience surrounding this entire episode.

      It is Jan 1, 2024 and the order has been partially cancelled. The order includes 4 shoes, out of which, 2 shoes in the order was cancelled on 12/27, however, the balance of 2 shoes are still reflecting “in process” status. The goodwill gesture of $20 rewards never materialized.

      Business Response

      Date: 07/02/2024

      The business has stated this was resolved directly with the consumer.

      Business Response

      Date: 07/15/2024

      Hi *********, 

      Thank you for reaching out to the BBB, our records show you were taken care as of 7/14/2024.

      Sincerely, 

      ******, DSW inc.

    • Initial Complaint

      Date:12/31/2023

      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 made an online purchase with DSW in October 2023 since then I have received eight pending charges for the one item and it is now December 31, 2023. DSW has not finalized the charge instead keeps pending transactions.

      Business Response

      Date: 07/02/2024

      The business will reach out directly for resolution.

      Business Response

      Date: 07/23/2024

      Hi ******,


      Thank you for contacting DSW,


      I apologize for the delay in replying to your BBB complaint.I apologize that you have not received your dsw.com order. I did have a chance to investigate your concerns, and unfortunately, we do not have any orders linked to your account for October of 2023. If you are still seeing these pending pre-atheization charges, please contact your financial institution and dispute those charges.
      Thank you for being a VIP Club member with us.  


      Sincerely, *****, DSW Inc.

    • Initial Complaint

      Date:12/26/2023

      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 returned a shoe that I ordered for pickup for a even exchange and they made me pay

      Business Response

      Date: 07/02/2024

      The business stated this was resolved with the customer directly.

      Business Response

      Date: 07/23/2024

      Hi Shay, 

      No additional refund is required for your order **********. The full refund was processed on 12/26/2023 when the order was returned in-store and the only charge for the in-store repurchase remains. 

      Sincerely, 

      ******, DSW inc.

    • Initial Complaint

      Date:12/26/2023

      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.
      Placed an order over a month ago and still have not received it. Order #********** I reached out to cancel and was told two different reasons why it can't be canceled. The fact is quite simple, it should not take an month to process one pair of shoes

      Business Response

      Date: 07/02/2024

      The business will contact the customer directly for resolution.

      Business Response

      Date: 07/02/2024

      Hi *******,
       
      Thank you for contacting DSW. I apologize for the delay in responding to your BBB complaint and for the fact that we are unable to cancel a pick-up in-store order.

      I had the opportunity to investigate your complaint, and unfortunately, if you wish to cancel an order that is being shipped to a store location, you will need to contact that location to have your order cancelled as customer service is unable to cancel any ship to store orders. However, I was able to cancel that for you. You havent been charged for this order. Due to all the inconvenience surrounding your issue, I have gone and added a Rewards to your VIP account.

      Thank you for being a DSW VIP Club member!

      Sincerely,
      *****, DSW ****

      Business Response

      Date: 07/23/2024

      Hi ********,


      Thank you for contacting DSW,


      I apologize for the delay in replaying to your BBB complaint.I apologize that your recent DSW order number ********** was not canceled. However,I see that resolved this concern on July 2th.
      Thank you for being a VIP Club member with us.  


      Sincerely, *****, DSW Inc.

    Designer Brands Inc. is NOT a BBB Accredited Business.

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