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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:10/17/2023

      Type:Product 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.
      I purchased sandals on Oct. 5th. order no. ********** According to the tracking it says it was delivered on Oct. 8th however I don't have the package. I contacted ***** and was told DSW needs to submit a dispute in order for me to get my money back. I contacted DSW on Oct. 9th explained the situation and was told by the CSA a refund would be processed. Over a week pasted and I noticed I have not received my refund so I contacted DSW on 10.17.2023 and now I'm being a refund cannot be processed because a refund was processed over a year ago for a item I did not received. Take into consideration I have made purchases since that purchase. Also, I was not told refunds in the future would not be granted unless you have the item. I was given incorrect information on 2 occasions. The CSA told me to dispute the charge my bank which is unethical bc I did make the purchase; I just didn't receive it. DSW is refusing to file a dispute with ***** nor are they willing to give me back my 39.83 I gave them for an item I do not have.

      Business Response

      Date: 06/30/2024

      Thank you for contacting DSW,

      I apologize that there was an issue with receiving your order that shows it was delivered by *****. I understand that you requested a refund and the customer service agent informed for you to dispute the charges. I see one of my team members were able to assist and process the refund. I would recommend that orders go to a different address or have it shipped to a DSW store to prevent situation like this. Thank you for being a VIP club member. 

      Sincerely, *****, DSW Inc.

      Customer Answer

      Date: 07/08/2024

      Actually, telling me I should be using a different address which is an inconvenient is not good customer service. What DSW should do is use a different postal carrier or get on the phone and contact ***** since DSW is the business and DSW is paying them to deliver packages to their customers. OR make a signature required. I have no issues with ***. Your response makes me not want to do business with DSW.

      Customer Answer

      Date: 07/19/2024

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



      Complaint: ********



      I am rejecting this response because: Actually, telling me I should be using a different address which is an inconvenient is not good customer service. What DSW should do is use a different postal carrier or get on the phone and contact ***** since DSW is the business and DSW is paying them to deliver packages to their customers. OR make a signature required. I have no issues with ***. Your response makes me not want to do business with DSW.



      Regards,



      ****** *****

      Business Response

      Date: 07/23/2024

      Thank you for contacting DSW,

      I sincerely apologize for any inconvenience this may have caused you. The customer has been assisted with a refund. 

      Sincerely, *****, DSW Inc.

      Customer Answer

      Date: 07/23/2024

      [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:10/16/2023

      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.
      I placed an order for a total of 3 pairs of shoes online order ********** in late September. One of the pairs came in, however the other 2 pairs never arrived at store so they confirmed they were lost. I am still waiting for the charge of 117.11 to drop off of my bank account. This was the total for the two pairs of shoes that I never received. I have several emails and chat messages from them and they keep applying rewards to my account instead od removing the charge. They keep saying 3-5 days and this has been several weeks. Help!!!

      Customer Answer

      Date: 10/23/2023

      I’m still waiting to hear from anyone regarding this complaint.

      Thank you,
      ***** *****

      Business Response

      Date: 06/02/2024

      Thank you for contacting DSW,

      I sincerely apologize for the inconvenience that has been caused with 2/3 items being lost in transit on order number:**********. I have checked and the two items have been cancelled off the order, and the pending authorization clears off your card in 3-5 business days from the cancellation date. I see that the promotion that was used on the order ($60 off) no longer qualified because the two items that were cancelled and it only took $20 off. Due to the inconvenience caused, I have refunded $40 back to your payment method to give you the $60 off as this was no fault to you. Thank you for being a VIP CLUB member.

       

      Sincerely, Numma, DSW Inc.

      Customer Answer

      Date: 06/04/2024

      [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:10/10/2023

      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 purchased an order online at DSW.com for in-store pickup on October 1, 2023. The total came to $63.59. I received an email that my order was ready for pickup on October 8, 2023 and that my card would be charged. I checked my account and my card was charged $63.59 five separate times for a total of $317.95. I went to the store to pickup the shoes on October 9, 2013. The manager explained that they do handle the money transaction for online orders and that I would need to call customer service. I did and all customer service could tell me was that they place a hold on funds for online orders that will be returned 3-5 days after pickup. I can understand placing hold for the original amount of $63.59 or even double for whatever reason. But to charge my card 5 times and make me wait a week for my money is completely unreasonable and criminal in my opinion. DSW caused my account to overdraft and auto-bill accounts to lapse. I will never buy from them again.

      Business Response

      Date: 06/02/2024

      Thank you for contacting DSW,

      I sincerely apologize for the confusion that has been caused with the charges. You will receive a new pending authorization charge every 5 days until the item is confirmed picked up. Depending on your bank it should clear completely, and a new one will reappear until the item is picked up. The pending authorization takes 3-5 business day to clear. Thank you for being a VIP CLUB member. 

      Sincerely, Numma, DSW Inc. 

    • Initial Complaint

      Date:10/09/2023

      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 my entire order a month ago, i have been told by three different agents this has been refunded, then i follow up because it hasn't been and they said there is a glitch and they're looking into it, they have had my return a MONTH now. I am livid, so much money with NOTHING back

      Business Response

      Date: 06/02/2024

      Thank you for contacting DSW,

      I sincerely apologize for the inconvenience that has been caused with receiving your refund. There was a system issue going on at the time that caused the refund to not push through. I see the order was refunded on 10/10/2023 back to the Mastercard. 

      Sincerely, Numma, DSW Inc. 

      Customer Answer

      Date: 06/04/2024

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

      Complaint: 20713759

      I am rejecting this response because: 
      It never was


      Regards,

      *********************

    • Initial Complaint

      Date:10/05/2023

      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 ordered a pair of vans on sale online for pickup on 9/27. When I clicked purchase, the sale was taken off and I paid full price at $55. No big deal. I emailed the company and after one response they ghosted me. I called to see if they could acknowledge the sale (I had a photo and everything) but they offered a $5 gift card instead (the sale was $20). They told me just don't pick up the shoes and the money will be released back to me in 4-5 business days. 4-5 business days later and I wake up to two fresh charges of $55 each, so my account is down $110.

      Business Response

      Date: 06/02/2024

      Thank you for contacting DSW,

      I sincerely apologize for the inconvenience that has been caused regarding the sale price not reflecting when the item was added to the cart. In a situation like this, the sale should have been honored. I see the order was cancelled so the pending charges you were seeing have cleared off your card. Due to the inconvenience caused, I have added a $25 reward to your account for the inconvenience that has been caused. The reward will expire on 8/16/2024. We appreciate you for being a VIP CLUB member. 

      Sincerely, Numma, DSW Inc.

    • Initial Complaint

      Date:10/04/2023

      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.
      Shoes for order number # ********** were returned on 09/26/23, and the credit has not been credited back to my credit card. I called numerous times to the customer service ************** with no help. I also called the Tampa Store ************ and talked to ****** who stated the credit was going to issue in the next 48 hours and that has not happened. I need my refund for the full amount of $55.89. In the picture attached, you can clearly see the status returned, but I am still waiting for the refund.

      Business Response

      Date: 06/02/2024

      Thank you for contacting DSW,

      I sincerely apologize for the inconvenience that has been caused with your refund. I have checked and the refund was issued on 10/4/2023. Here is the reference number:74906413277184231802748 for the refund. Thank you for being a VIP CLUB member. 

      Sincerely, Numma, DSW Inc.

    • Initial Complaint

      Date:10/03/2023

      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.
      October 6th I went on to the DSW website and purchased a pair of women's Sperry boots. Problem with the size so I immediately called to see if it could be adjusted. After I gave them all my information they turned around and told me that they were out of these and they weren't going to process my payment.
      Well my daughter ordered the same boots from a different account and they returned her money as well. When I got in touch with customer service they gave me a $10 gift certificate for my inconvenience. They gave my daughter 20% off. These people are scamming people they're telling you can order something amazingly inexpensive then you give them all your information and they tell you they're out of it and send you an email. I want my boots I ordered them put a hold on my money. I want my boots I feel like this game and people buy offering cheap stuff and then tell me you would sold out after you have all my payment information. I want them to honor their sale I feel I've been scammed.

      Business Response

      Date: 06/02/2024

      Thank you for contacting DSW,

      I sincerely apologize for the inconvenience and confusion that was caused with order number:**********. Unfortunately, the order did not process through the system, your card information was not stored. I understand your frustration as the item shows it was available and later out of stock. The website was not updated at the time. Due to the inconvenience caused, I have added a $20 reward to your account to honor the $10 promised by the agent and an extra $10. The reward will expire on 8/16/2024. Thank you for being a VIP CLUB member. 

       

      Sincerely, Numma, DSW Inc.

    • Initial Complaint

      Date:09/30/2023

      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.
      On 7/7/23 I purchased shoes at DSW order# **********. I picked them up as expected but the store never processed the transaction. Instead there has been a pending authorization on my credit for almost 4 months. I have reached out to them multiple times to resolve it, most recently they told me they would just remove it but that did not happen. It is still there. I asked them to go ahead and charge me for the shoes hoping that would fix it but they said they could not without providing any details as to why. I told them I am worried there is something unethical going on with the transaction. Their response to the issue is odd. and why is it taking so long to resolve? I want them to resolve it so that my available credit is adjusted appropriately on the credit card I used. They are holding it in the amount of $52.97. Thank you.

      Business Response

      Date: 10/17/2023

      Thank you for contacting DSW. Our sincerest apologies for the delay in resolving your payment issue with an order that was picked up in store, associated with Order Number: **********. We apologize the order was stuck in a pending payment status longer than expected. We were finally able to process the payment to push through on our end and you've been charge for this order on 10.06.2023 in the amount of $52.97. Again, we do apologize for the delay.

      Thank you for being a VIP Club Member.

      Sincerely, Fatima, DSW Inc.

      Customer Answer

      Date: 10/18/2023

      [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. Thank you for helping to get this resolved.  Appreciate it. 

      Regards,



      ***** ********

    • Initial Complaint

      Date:09/29/2023

      Type:Product 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.
      I purchased Bzees boots online from DSW.com and returned them to the DSW store in Willowbrook, Wayne, NJ where I was told I would receive an email and it would provide instructions regarding returning procedures. Previously, I had returned shoes I purchased online from DSW.com to the store and they had me insert the card I used to purchase them and the funds were returned immediately. I went home and looked at the email and it said up to seven days for a return and called the company which reiterated the same message. I asked for the supervisor an told her I was making a complaint to the State and wherever I could because I doubted their practices were legal and that the company was using customers money to invest and make money rather then returning it. When I got off the phone shortly after that I received an email stating the refund had been posted to Paypal which I used to purchase them. When I was talking to the customer service agent supervisor ****, location unknown, she told me she would start the process but it would take an additional three to five business days. I question if this company is operating illegally as I looked it up and it was recently sold. I want the facts to be known and justice carried out if they are acting illegally. They are certainly acting unetically. Thank you for your time and I hope you will advise me on whether they are acting illegally.
      I have the screenshot and the email I received from the store stating the refund would take 3 to seven days to process but I don't see how to enclose it to send it to you.

      Business Response

      Date: 05/21/2024

      Hi Kathy,

      Thank you for contacting DSW. Our apology for any inconvenience caused in regard to your Order#**********. We understand you returned items & was told to allow 4-7 business days for the refund to post after returning. We apologize as there was a system glitch within PayPal refunds not posting immediately. The refund has successfully posted since & one of our Representatives has provided the PayPal receipt.

      Thank you for being a DSW VIP Member.

      Sincerely, Fatima, DSW Inc. 

      Customer Answer

      Date: 05/21/2024

      [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:09/29/2023

      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.
      I order shoes online and they never came but they took the payment out.
      I went to the store to inquire and my order was there.
      I was told because my payment didn't process, but they did take it out of my account.
      I had to make another payment in the store .
      2 weeks later and recently DSW keep taking the $34.39 out of my account and 2x they made me have 2 NSF charges

      Business Response

      Date: 06/02/2024

      Thank you for contacting DSW,

      I sincerely apologize for the inconvenience that has been caused with your order. I have checked and the pending authorization has been cleared since the order was stuck, a pending charge appears on your card every 5 days until the order is picked up or cancelled. Due to the inconvenience caused, I have added a $20 reward to your account for the hassle you've encountered. The reward will expire on 8/16/2024. Thank you for being a VIP Club member. 

      Sincerely, Numma, DSW Inc.

      Customer Answer

      Date: 06/04/2024

      [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,



      ******* ******

    Designer Brands Inc. is NOT a BBB Accredited Business.

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