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.

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• 

  Designer Brands Inc.

  810 Dsw Dr Columbus, OH 43219-1828

• 

  Designer Brands Inc.

  300 Mishawum Rd Ste 130 Woburn, MA 01801

• 

  DSW Shoes

  3889 Medina Rd Akron, OH 44333

• 

  DSW Shoe Warehouse

  2701 Edmondson Road Cincinnati, OH 45209

• 

  DSW Shoe Warehouse

  25877 Great Northern Mall North Olmsted, OH 44070

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:09/26/2023

  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.

  Bought a pair of boots, and a purse online. They were not what I was hoping for, sent them back for a refund, they accepted my return on 9/18/23, said I would have my refund by 9/26/23. Today 9/26/23 they tell me it will be another 3-5 days before I can receive my refund. I can't go to the store and tell them I'll pay them in 10-15 days! This is unacceptable.

  Business Response

  Date: 05/21/2024

  Hi *******,

  Thank you for contacting DSW. We apologize for any inconvenience caused to you in regard to your Order#**********. We understand that you returned items from your order & after they were received at our Return Center, you were advised to allow 7-10 business days for the refund to post. We apologize as this is stated in our Policy on our website under our Returns & Exchanges FAQ. As we've checked the status of the return, you've successfully been refunded and one of our Representatives has provided the Reference Numbers for the returns; REF #*********************** totaling $59.99 & REF #*********************** totaling $47.38. 

  Thank you for being a DSW VIP Member.

  Sincerely, Fatima, DSW Inc.

• Initial Complaint

  Date:09/25/2023

  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.

  On 04/08/23 I placed an order on dsw.com. I spent 45 minutes on the phone with DSW customer service on 09/19/23 and the representative agreed a refund had not been issued, but today when I looked at my bank account no refund had been made and I looked at my DSW account before starting this claim and most of my transactions have been deleted from my account, so I don't know when this order order was returned. Additionally, I was asking about another return I had not received a refund to my credit card for, and the representative repeatedly said that the refund had been issued and he would give me a transaction number to give to my bank, but he couldn't give it to me right then, he would email it to me. I never received the email, but there were two separate credits on my credit card which there were no explanation for and I decided to add them up and they totaled the amount that I had not been refunded. What kind of company does something like this, makes a refund in two installments a month apart? This person lied to me about multiple things, the refund for the $32.09 has not been issued, I never received an email with a transaction number for a separate return and I was treated like I was the one who was being a problem. Also, the fact several orders have been deleted from my online account is quite troubling. Nearly every time I returned an order to this company I have had to call about my refund, so I will definitely not be purchasing from them again.

  Business Response

  Date: 09/29/2023

  Hello ******, 

  I apologize for the inconvenience you have experienced with the refunds for your order *********** ******** *** **********. I completely understand your frustration regarding this and the customer service you received while trying to get clarification and the situation resolved. In regard to the refunds for ********** and ********, three separate refunds were processed. $49.34 was processed on 4/19 with return reference number (ARN) ***********************, a second refund of $49.34 was processed on 4/21 with return reference number *********************** and the last refund for this order and exchange was processed on 5/19 for $28.63 with return reference number ***********************. I am unsure as to why the refunds were issued this way, but they equal the order total of $127.31. 

  In regard to order ********** which was the one placed on 4/8. This return/refund appears to be a result of a system error that never moved the return to the next stage to process your refund. I was able to get the $32.09 refund processed for you, and the return reference number is ***********************. Please allow 3-5 business days to see this reflected on your Visa **** within 3-5 business days. As a token of apology for your experinece with this and our customer service representatives, I have applied $30 in Rewards to your DSW VIP account, and these will be valid until 12/13/2023. Thank you for being a DSW VIP Elite member. 

  Sincerely, 

  Nicole, DSW Inc.

  Customer Answer

  Date: 10/02/2023

  [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. However, I will not be shopping with DSW in the future so the $30 credit is unnecessary. I hope they hire better people and do better in the future.
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/13/2023

  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.

  Hi I purchased boots from DSW warehouse on 8/16. The price was $19.99. They added tax of $1.77. Cashier says all footwear is taxed. Read online that footwear is tax exempt in NYS. Called DSW told I can not get a tax refund or adjusted bill. Can you clarify NYS footwear taxable or exempt when under $100?

  Business Response

  Date: 09/18/2023

  Thank you for contacting DSW. We'd like to apologize for the inconvenience caused in regard to your purchase made on 08/16/2023. We understand your purchase was taxed by $1.77. We understand you were under the impression that footwear is Tax Exempt on footwear below $100. Please be advised that though this is true for New York State Tax, some local areas still require businesses to charge a Local Sales Tax on clothing/footwear below $110, hence the reason you were charged local sales tax. We apologize for any confusion this may have caused.

  Thank you for being a VIP Club Member.

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

• Initial Complaint

  Date:09/13/2023

  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 HAVE A GIFT CARD FOR 80 AND I CONTINUALLY TRY TO USE IT ON THE WEBSITE FOR SHOES AND IT WILL NOT GO THROUGH... I SPOKE TO THE CUSTOMER SERVICE WHO ALSO TRIED AND IT WILL NOT GO THRU.... I WANT A CHECK FOR THE AMOUNT OF GIFT CARD #******************* PIN# 7756

  Business Response

  Date: 09/18/2023

  Thank you for contacting DSW. We'd like to apologize for any inconvenience caused in regard to your Gift Card not being able to be recognized in our system when trying to check out online. After further review, the Gift Card number provided, #******************* is not a valid number sequence. As we've asked for a picture of the Gift Card Details, it seems the Gift Card number is *******************. There is an available balance of $88.71 & the card is still active. The last activity on the card shows there was a Balance Inquiry on 9/13/2023 and it was PIN verified. We ask that you try again and ensure the numbers of the Gift Card are entered correctly.

  Thank you for being a VIP Club Member.

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

  Customer Answer

  Date: 09/18/2023

  [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.
  Regards,
  
  *************************

  Customer Answer

  Date: 09/21/2023

  From: ******************** <********************>
  Date: Thu, Sep 21, 2023 at 11:21 AM
  Subject: Re: Message from BBB.org
  To: Ops Emails <*********************************************>

  IT WAS DSW GIFT CARD

  ---------- Forwarded message ---------
  From: <**********************************>
  Date: Thu, Sep 21, 2023 at 10:44 AM
  Subject: Message from BBB.org
  To: <****************************************>

  hi you handled a claim for me and i agreed it was a done deal but when i went to use the gift card it still does not work... how can i reopen the case
  

  Sent from ***************************** (********************)

  
  

  Business Response

  Date: 09/21/2023

  Thank you for contacting DSW. Our sincerest apologies that you are still unable to use the funds on Gift Card#*******************. At this time, we have devalued the physical Gift Card & transferred the funds to an Electronic Gift Card in the amount of $88.71 to your email address on file. The Confirmation Number is: ***********. Please allow 24-48 hours for the email to arrive in your inbox. Please also check your Spam/Junk mail if it doesn't come through your email inbox.

  Thank you for being a DSW VIP Member.

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

  Customer Answer

  Date: 09/21/2023

  [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 they emailed me a new gift card and guess what it does not work... i am working on this for hours and days.  i would like a check mailed to me.  
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 07/02/2024

  The business stated they have resolved this directly with the customer.

  Business Response

  Date: 07/23/2024

  Hi *****,  

  Your BBB complaint was fully resolved by a corporate recovery specialist on 10/6/2023 by placing order **********.

   

  Sincerely, 

  ******, DSW inc.

• Initial Complaint

  Date:09/07/2023

  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 bought a pr of shoes on 7/27/23 and took them home - decided they did not fit right took them back next day (7/28/23). When they tried to process my return, paid cash $42.53, they declined my return telling md I returned shoes too many times & refused to give me my money back. Said they gave me a warning on a previous receipt that they would not take my shoes back for another 180 days!!
  
  I never received that warning because if I did, I would not buy another pair of shoes. How could they legally keep my money??
  
  I am livid. I am 82 on S/S. I cannot afford to lose this kind of money.
  
  What is my recourse??

  Business Response

  Date: 09/07/2023

  Hello *******, 

  Thank you for contacting DSW. I apologize that your recent return was denied by our third-party servicer. The Retail Equation tracks in store purchases vs returns, and after a certain percentage of returns, customers will be warned and then denied returns for six months. While working with a member of our back-office team, your return rate is at 89%, and that is why you were denied. I can see that you were warned from your return on 5/15/2023, and I have attached the receipt information for your records. 
  
  Unfortunately, we are not able to process the return on our end, but we have waived the denial on your account. This means you can take the purchase you wanted to return back to your local DSW store, and they will process your refund for you. Please keep in mind our 90-day return policy, so in order to receive the refund to your original form of payment for this return, it will need to be processed before 10/24/2023. Thank you for being a DSW VIP Club member. 
  
  Sincerely, 
  ******, DSW Inc.
  
  

  Customer Answer

  Date: 09/09/2023

  [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.
  
  
  Regards,
  
  
  
  ******* *********

• Initial Complaint

  Date:09/01/2023

  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.

  On August 2, 2023 I ordered shoes for my family. Many of the boxes were damaged and I had two pairs of boots that were disgusting and had dirt in the boxes.
  On August 5, 2023, I ordered three pairs of tennis shoes. One pair (New Balance) had the theft prevention sensor attached, one pair (Saucony) was defective and the other pair was fine. I called on 8/15/23 to inform Customer Service since issues like this have happened in the past. I received a replacement for the two pairs that were not in new condition as well as a $20 credit for each pair of the shoes that were shipped with issues. One of the replacements still was defective/damaged. I called again and informed Customer Service and they apologized and were not willing to send me another replacement. The only option I was given was to place a new order and be charged again. However, they did offer to honor the price I had originally paid. They stated they needed to receive the two pairs of Saucony that I still had so they could review the issue.
  I then attempted on 8/21/23 to have a replacement pair shipped and was told they would ship out another pair.
  I contacted the corporate office on 8/22/23 to get some type of resolution to receive a pair of these shoes in new condition and to share my multiple experiences of receiving dirty, defective and at times worn shoes when I place an order.
  I received a voicemail from
  “****” stating that “at this point I just need to return the shoes in my possession and no further appeasements will be honored since I have had many issues.”
  **** cancelled the replacement order.
  I have made several attempts to contact their corporate Customer Service and have been unsuccessful. I have not been able to reach a live person nor able to leave a voicemail.l to discuss this matter further. I want to ensure that future customers do not have a negative experience nor receive damaged, defective or worn shoes from DSW. Especially since we are paying for new shoes.

  Business Response

  Date: 09/10/2023

  Thank you for contacting DSW. We are extremely apologetic in regard to receiving worn items in two different instances. We understand how this situation is not ideal to you as you're paying to receive brand new shoes. We apologize for any inconvenience surrounding your recent experiences. After further review of the matter, we are providing a free of charge order for both the New Balance Dynasoft Nitrel V5 Trail Running Shoe - Women's in Grey/Purple size 7 & the Saucony Peregrine 12 Trail Running Shoe - Women's in Grey size 7 as well. Your new order confirmation will be received in your email. Your New Order Confirmation Number is: ***********

  Thank you for being a VIP Elite Member.

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

  Customer Answer

  Date: 09/19/2023

  [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.
  
  
  Regards,
  
  
  
  ******* *********

• Initial Complaint

  Date:08/31/2023

  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 ordered 2 pairs on shoes from DSW on 8/28/2023. I paid extra for expedited shipping as I needed the shoes by Thursday 08/31/2023, due to me and my family going out of town for an event. I received a tracking number for the first pair on the evening of 08/28/2023. It said that it would be to me by Saturday 09/02/2023. This immediately made me nervous as it was only one shoe being shipped, and it was going to arrive after the date I paid for. On 08/29/2023 I reached out to DSW Customer Service to see where the second shoe was and to be ensured that I would still get my package on time. I spoke to the first rep ******* and she couldn't confirm whether or not I would get both shoes in time 08/31/2023. I then asked to speak with a supervisor.. I was then connected to ****** who assured me that I would get both packages by 08/31/2023. I received the second tracking that evening and it said I wouldn't receive that package until Saturday 09/02/2023. This made me very nervous. Today is Thursday, the day I was supposed to receive my package and they are still going to arrive after Im out of town. I contacted DSW today and spoke with ****** ***. I was told I would get my package Friday and Saturday. I have tried to request a full refund as I had to purchase the shoes from another store. They are giving me the run around about how to get a refund and there was no supervisor there for me to talk to today. I want a refund and for them to return the packages to the sender as I won't be here to receive.

  Business Response

  Date: 08/31/2023

  Hi ******, 

  Thank you for contacting DSW. I apologize for the inconvenience you have experienced with the shipping on your recent order **********. I completely understand your frustration regarding ths and the customer service you received. I have sent your feedback to our training team to make sure this is handled appropriately. Since you needed these shoes by today, and they are still in transit, I have gone ahead and processed your full refund. You can expect to see the refund of $101.11 reflected on your Visa **** within 3-5 business days. 
  
  Unfortunately, we are not able to have the packages returned to sender. You can either keep or gift the shoes as an addtional apology from us to you. Thank you for being a DSW VIP Club member! 
  
  Sincerely, 
  ******, DSW Inc. 
  
  

  Customer Answer

  Date: 08/31/2023

  I appreciate your response and due diligence. It is really appreciated. I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:08/16/2023

  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’ve had multiple issues with ordering from DSW.
  
  08.05.23: placed an online order #********** for two pairs of KORKS KORKS-DESTINY BOOTIEs, black and Tan.
  
  08.10.23: order #********** arrived and the black pair of boots were used. I didn't take pictures.
  
  08.13.23: went to the store and returned the used/worn boots and ordered another pair of black boots. Order Number: *************
  
  08.15.23: Order Number: ************* arrived without a shoe box lid to protect the boots inside the FedEx package, one boot literally was outside of the box (still in the Fedex package) and it appeared to be another worn/damaged pair of boots.
  
  
  I contacted customer service and requested a box or shipping bag to return the boots, and they continued to tell me to find a box and mail them back. I don't have a box big enough to mail the boots back.
  
  Requested a replacement pair, and I will place the worn/damaged boots in that box. The boots are now out of stock in my size.
  
  I am requesting a full refund, and a shipping bag/box to return the worn/damaged boots back to DSW. 

  Business Response

  Date: 08/16/2023

  Thank you for contacting DSW. We apologize for any inconvenience surrounding your recent experience. After further review of the order, we apologize that you've received a worn/damaged item without a box to return the item in. Unfortunately, we are unable to send a box for a return as we do not have the option to. At this time, we have processed your refund in the amount of $33.23. Please allow 3-5 business days for the refund to clear & post on the Original Form of Payment. As for the worn item, it can be donated at any of our store locations for points on your account or it can also be donated to any charity of your choice.

  Thank you for being a VIP Club Member.

  Sincerely, Fatima, DSW Inc.

  Customer Answer

  Date: 08/17/2023

  I accept the business's response to resolve this complaint and it is greatly appreciate it. 

• Initial Complaint

  Date:08/14/2023

  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.

  Hello,
  I’m **** I spoke with *******. He agreed to ask his supervisor for the refund approval. I didn’t receive the two Birkenstocks. I waited until today to send an email and I received an email from ******. He said no I have to process the dispute with my bank. I am not happy about their dishonest system.
  
  Please process the refund on my end! Thanks
  
  On Aug 2, 2023, at 6:49 PM, *********************** wrote:
  
  Hello ****,
  
  Thank you for contacting the DSW shoephoria! and for being a (VIP Club member)
  
  We apologize for any inconvenience caused for the non-delivery of your order # **********. After further review of your recent order and missing item ; we have sent a request processed a full refund of $282.66 back to the (VISA), ending in ****. It will take 24-48 hours to process and once it`s done it will take another 7-10 business days for the refund to appear.
  
  If there is anything else, we can assist you with, please do not hesitate to contact us here at DSW shoephoria!
  
  Thoughts? Questions?
  
  Give us a call at 1.866.DSW.SHOES (###-###-####). We're here for you Monday - Friday 7 a.m. - 10 p.m., Saturday 10 a.m. - 10 p.m., and Sunday 12 p.m. - 9 p.m. EST.
  
  Thanks for choosing DSW,
  Agent, *******, Shoe Lover
  DSW shoephoria! Center We're ready to help.

  Business Response

  Date: 08/15/2023

  
  Thank you for contacting DSW
  
  We apologize for any miscommunication/inconvenience surrounding your recent experience. After further review of the order/account we are unable to provide a refund resolution at this time due to the customer having previous history of stating an order was not received when it shows it was delivered. Each time the customer contacted in stating the order was not received, a refund will be requested. On 5/08/2021 was when the customer stated order was not received and asked for a refund. On 6/16/2021 the customer placed another order and stated it was not received and would like a refund. The customer was denied and asked to dispute the charges due to the history. Also, we noticed that the customer has two accounts with DSW. After being denied on the first account, a new account was created on 7/20/2023 and order number:********** was placed that same day. The order shows delivered, and the customer is stating it was not received. Unfortunately, the customer will have to dispute the charges with their bank. 

  
  Thank for being a VIP Club member.
  
  Sincerely, *****, DSW Inc.

  Customer Answer

  Date: 08/15/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20465624
  
  
  
  I am rejecting this response because I am new customer. I only ordered once. I got a proof email from ******* dsw customer service saying he would process the refund after talking to his supervisor. Here’s ******* email date 8/2/2023

   

  
  On Aug 2, 2023, at 6:49 PM, *********************** wrote:
  
  
  Hello ****,
  Thank you for contacting the DSW shoephoria! and for being a (VIP Club member)
  We apologize for any inconvenience caused for the non-delivery of your order # **********. After further review of your recent order and missing item ; we have sent a request processed a full refund of $282.66 back to the (VISA), ending in ****. It will take 24-48 hours to process and once it`s done it will take another 7-10 business days for the refund to appear.
  If there is anything else, we can assist you with, please do not hesitate to contact us here at DSW shoephoria!
  Thoughts? Questions?
  Give us a call at 1.866.DSW.SHOES (1.866.379.7463). We're here for you Monday - Friday 7 a.m. - 10 p.m., Saturday 10 a.m. - 10 p.m., and Sunday 12 p.m. - 9 p.m. EST.
  Thanks for choosing DSW,
  Agent, *******, Shoe Lover
  DSW shoephoria! Center We're ready to help.
  
  
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 08/16/2023

  Thank you for contacting DSW. We apologize for any miscommunication in regard to your recent experience. After further review of the order number ********** we are unable to provide a refund resolution at this time due to the customer having different VIP accounts (************ * ************) which both have previous Lost/Stolen history with requests of refunds. On 05.08.2021 the customer asked for a refund due to Lost/Stolen. On 06.16.2021 customer contacted again claiming another Lost/Stolen and was denied a refund. Customer was asked to dispute the charges as there was a previous case of the same issue. Another Lost/Stolen claim has been made on 08.02.2023. The agent that assisted had stated a request was put in, which wasn't a definite refund being approved. So, the customer must dispute with their Financial Institution.

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

  Business Response

  Date: 08/28/2023

  Thank you for contacting DSW,
  
  Again, we apologize for any miscommunication/inconvenience surrounding your recent experience. We recommend the customer to file a dispute with their bank and DSW will work with the bank on next steps for the customer. That is the best option available to the customer.

  Thank for being a VIP member.

  Sincerely, *****, DSW Inc.
  

  Customer Answer

  Date: 08/28/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20465624
  
  
  
  I am rejecting this response because I received an email directly from ******* dsw customer service saying he asked his supervisor for the refund approval first before he sent me an email on August 2 at 6:49 pm as promised. I also checked the FedEx tracking number and the photo is not clear. I am requesting the refund for $282.66

  FedEx tracking number 686481351727

  see photo in the attached- not clear 

  I am providing you an proof email

   

  
  On Aug 2, 2023, at 6:49 PM, *********************** wrote:
  
  
  Hello ****,
  Thank you for contacting the DSW shoephoria! and for being a (VIP Club member)
  We apologize for any inconvenience caused for the non-delivery of your order # **********. After further review of your recent order and missing item ; we have sent a request processed a full refund of $282.66 back to the (VISA), ending in ****. It will take 24-48 hours to process and once it`s done it will take another 7-10 business days for the refund to appear.
  If there is anything else, we can assist you with, please do not hesitate to contact us here at DSW shoephoria!
  Thoughts? Questions?
  Give us a call at 1.866.DSW.SHOES (1.866.379.7463). We're here for you Monday - Friday 7 a.m. - 10 p.m., Saturday 10 a.m. - 10 p.m., and Sunday 12 p.m. - 9 p.m. EST.
  Thanks for choosing DSW,
  Agent, *******, Shoe Lover
  DSW shoephoria! Center We're ready to help.

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

• Initial Complaint

  Date:08/11/2023

  Type:Customer Service 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 ordered a pair of tennis shoes and was sent the wrong item. When I called customer service they offered a Reshipment, but then notified me that the item was out of stock, then offered me a full refund. I waited the timeframe called back and they said my refund is being processed then I was told I had to take back the wrong item and when I did, I was completely embarrassed inside of the store where I was refused a refund.

  Business Response

  Date: 08/14/2023

  Thank you for contacting DSW

  I sincerely apologize for the inconvenience that has been caused with the recent order. I have looked into the matter and on 8/04/2023, the customer contacted in stating the order shows delivered but she has not received it. The agent submitted a request for refund due to non-delivery. After further investigation the refund was denied as the customer contacted in before under a different VIP account stating that she has received empty boxes and was refunded. The customer was asked to dispute the charge with her bank. On 8/10/2023 she contacted back in and said she received the wrong item after mentioning the item was not delivered at first. The refund again was denied, and she was asked to contact her bank. On 8/11/2023 she went into the store and the store associate contacted customer service stating the customer said she received an ice facial massager, and they don't have that item in their system. The customer has multiple VIP accounts and under all the accounts she has claimed a non-delivery or receiving an empty box. Unfortunately, the customer will have to contact her bank to dispute the charges. 

  Thank for being a VIP Club member.

  Sincerely, *****, DSW Inc.

  Customer Answer

  Date: 08/14/2023

  I just moved here.