Business Profile

Retail Shoes

Designer Brands Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

235 total complaints in the last 3 years.
120 complaints closed in the last 12 months.

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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:08/10/2023
Type:Customer Service 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 am trying to make the company aware of an obvious pricing error on their website. I hate having to file a complaint, but I am unable to get ahold of anyone in their corporate office. About a week ago, I found a pair of Pan Oceanic Kids Minecraft sunglasses, item #******, on DSW's website for $12.99 (retail value $20), and added them to my cart with the intention of buying them at a later date for in store pick up. Now the sunglasses are listed on the website for $64.98 on clearance! Again, this is obviously an error and I am hoping this can be fixed so that I'm able to purchase them online and apply coupons before they expire.
Business Response
Date: 08/10/2023
Hi *******,

Thank you for contacting DSW. I apologize for the
inconvenience you have experienced from the incorrect price for the Pan Oceanic
Minecraft Kid’s Sunglasses listed on the website. Thank you so much for bringing
this error to our attention! I have forwarded this information to our back
office and IT teams to be reviewed further and corrected as soon as possible. As a token of apology and thanks,
I have applied $15 in Rewards to your DSW VIP account, and these Rewards will
be valid until 10/24/2023. Thank you again for letting us know about this, and
for being a DSW VIP Club member.
Sincerely,
******, DSW inc.
Customer Answer
Date: 08/11/2023
I accept the business's response to resolve this complaint.
Initial Complaint
Date:07/27/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Thursday, July 27, 2023. I reached out to DSW concerning a 10 off 49$ coupon “melting”.”******” applied it to my order along with a second combinable VIP my benefits coupon for $10 off as well. ****** quoted me 29.99 after all coupons were applied. When I didn’t see the changes reflected I reached out to a second agent “*****” she told me the same thing. She applied both coupons and quoted me 29.99. She also stated that the price would be reflected after I completed the purchase. It was not. The total was 59.99. I reached out a third time via email. This time I was told that the item had “entered shipping”, and could not be cancelled, that the price was now 42.99, and that the original 29.99 could not be honored. I was also told that the “melting” coupon was not combinable despite terms and conditions stating otherwise. I would like the price I was quoted to be honored.
Business Response
Date: 07/31/2023
Hello *****,
Thank you for reaching out to DSW. We apologize for any miscommunication surrounding the promotions and MyPerks on your recent order # **********. After reviewing the order, it appears that the promotions have been applied as well as a $20 Reward added to your DSW VIP account for the inconvenience as of 7/28/23. To confirm we are showing the overall total for order # ********** as $25.79.
Please let us know if there is anything else we can assist you with.
Sincerely,
DSW Inc.
Customer Answer
Date: 07/31/2023
I accept the business's response to resolve this complaint.
Initial Complaint
Date:07/20/2023
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.
On Thursday, July 20, 2023, I purchased $90.97 worth of shoes at DSW in Plymouth Meeting, PA. They have a promotion running to get a free backpack with a $49 purchase. While in the store I was told they don’t have any in store. I reached out online to discuss the issue and was transferred to a supervisor, name ******* who disconnected the chat with me and did not follow up. He wrote in all caps my concern rudely and disconnected. I was not rude to him and can provide screenshots of the conversation.

I’ve attached my receipt, the ad for the book bag, and conversation with the reps below.
Business Response
Date: 07/28/2023
Hello *****,
Thank you for reaching out to DSW. We sincerely apologize for the experience you received while communicating with our customer service department, we value your feedback and will be following up with the associates you interacted with to improve future interactions.
Our Gift with Purchase events are very popular with our customers. Stores unfortunately only receive a limited number of each Gift with Purchase items during these special events. While we are also sold out online of the Backpack Gift with Purchase, we have added you to our Reserve List for this item. We will be receiving a limited amount of this gift with purchase in the upcoming weeks and once available you will receive an email confirmation upon shipment. We will be shipping this to your address on file associated with your DSW VIP account.
We are disappointed that your experience was less than satisfactory and have issued a $10 Reward to your VIP account for future use either at your local DSW store or on dsw.com. Please let us know if there is anything else we can assist you with. Thank you for being a valued DSW VIP Gold member and have a good day.
Sincerely,
DSW Inc.
Customer Answer
Date: 07/28/2023
I will accept the business's response to resolve this complaint, once the back pack has been shipped. Please provide me with an ETA of when I can expect the shipment for follow up. Thank you.
Initial Complaint
Date:07/07/2023
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.
06/29/2023, I ordered a pair of Birkenstock on DSW.COM size 36, dark brown color. On 7/6, the package came but what I received was a pair of dirty birkenstock, in a different color (white) and they came in a plastic bag (no box at all). That means I ordered a new pair of sandals and received a used ones in the wrong color. I never received what I ordered.

This is my order information:
Order # **********
Order Total $64.46
06/29/2023
1Item(s)
Birkenstock
Madrid Sandal - Women's
Color: Dark Brown
Size: EU 36 / US Womens 5-5.5 / Mens 3-3.5 Medium
Quantity: 1

Please find the images of what I received in the attachment.

I reached out to DSW and requested them to send me the right order but they refused to do so and told me that I have to return the wrong order first. I told them that according to the law, I am not obligated to return the wrong item and they are legally required to fulfill the right order which I was already charged. Also, I do not have access to a car or a printer so this will incur cost for me to return the item. DSW did not agree to pay for additional transportation cost for me to return the wrong items and repeatedly request me to return them at my own cost. Please see more information in the chat transcript attached. I have provided them with proofs of the wrong items but they continued to fail to provide a reasonable solution. I would like to file a complaint about their refusal to provide a refund after failing to deliver a paid products.
Business Response
Date: 07/31/2023
Hello ****,
Thank you for reaching out to DSW. We apologize for any inconvenience surrounding your recent order # **********. We appreciate your feedback provided regarding the interactions with our representatives and will use to improve future interactions. After review of the order a refund of $64.46 has been issued back to the Visa, ending in **** as of 7/31/23. Please allow 3-5 business days for this to reflect in your account. We have also issued back your $20 in Rewards that were used as well as issued an additional $10 in your DSW VIP account for the inconvenience. We are happy to schedule a FedEx pickup for the incorrect item received at your convenience.
Please let us know if there is anything else we can assist you with, thank you for being a valued DSW VIP member and have a good day.
Sincerely,
DSW Inc.
Customer Answer
Date: 08/02/2023
I accept the business's response to resolve this complaint.
Initial Complaint
Date:06/24/2023
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 returned a pair of shoes on June 11 and was supposed to get $30 Rewards back to my account. I returned another pair on Jun 16 and was supposed to get $20 Rewards back to my account.
I've contacted customer service via chat numerous times and have been told to "wait". I've also been told that someone would contact me via email, but I've received no such contact.
My receipts are attached as well as two emails from customer service in Central America, promising my rewards.
Business Response
Date: 07/28/2023
Hello *****,
Thank you for reaching out to DSW. We apologize for the inconvenience surrounding your attempt to receive your Rewards back for the returns. Rewards on returns are issued back in the form of points and go towards the actual available point balance in the account. After reviewing your DSW VIP account it appears that you were able to be assisted by one of our supervisors Cameron on 7/25/2023. They were able to assist with issuing back $40 in Rewards to your DSW VIP account.
We appreciate the feedback provided about your interactions with our other associates and will be reviewing these to improve future interactions. Please let us know if there is anything else we can assist you with. Thank you for being a valued DSW VIP Gold member and have a good day.
Sincerely,
DSW Inc.
Initial Complaint
Date:05/22/2023
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.
My Husband bought me a ********* Satchel Purse online from DSW. Date :4/10/23 Amount paid by credit card : $360.11.
Transaction # : **********.
Did not like quality of purse, returned next day by mail. My husband noticed two weeks ago he did not receive refund. I've spoke with one customer service agent and two managers saying they received return a month ago. One said refund will be in 3-5 days. Didn't happen so spoke with a two managers who made no sense in their reply. No refund as of today.
Poor customer service to say the least.
Business Response
Date: 06/06/2023
Hello ******,
Thank you for contacting the DSW shoephoria! Center and
being a DSW VIP Gold member.
We sincerely apologize for the delay in your refund for
order #**********. We have checked the order, and it appears the item was
received by our returns department. It appears the order was not scanned in
correctly when received. They have properly scanned the item as received and a
refund of $360.11 was issued to the Visa, ending in **** on 5/22/2023. This
refund should have been received within 3-5 business days. For the inconvenience
of the order not being received correctly, we have added a $10 Reward to your
VIP account. This Reward can be used in-store or online & is valid for 75
days.
Please let us know if there is anything else we may
assist you with.
Thank you,
*******
Customer Answer
Date: 06/06/2023
[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:05/12/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered Women's Birkenstock Arizona sandals in a size EU37, Medium width on April 30th. The item that arrived is a EU37 NARROW width. I attempted to do an exchange online, as I also discovered that I wanted to size up to a EU38, and I do need the Medium width, the exchange was telling me the option I wanted was out of stock. I chatted via their Live Chat with a customer service rep and was told I would need to either pay shipping to return my item or bring it to a store, and could order the correct item (they did give me a $10 off coupon). I proceeded to order a EU38 MEDIUM Width sandal, they arrived today and are a EU38 NARROW. According to the reviews of this item on the website, this issue goes back at least 4 years, a large portion of reviewers are frustrated by ordering a Medium width sandal and receiving a Narrow. This seems like false advertising - and something the company should have been aware of and corrected by now. If they don't carry or fulfill a Medium Width sandal they need to correct their website. What a waste of time for their customers to have to either pay to send their wrong order back, or head to the store.
Business Response
Date: 05/19/2023
Hello *******,
Thank you for contacting the DSW shoephoria! Center and
being a DSW VIP Club member.
We sincerely apologize for the confusion with the sizing
on your recent online order #**********. We have reviewed our Birkenstocks on
the website, specifically item #****** from your order. As stated in the
features on our website: “The shoe’s fit is medium width but listed by
Birkenstock as Narrow Fit or Regular Fit on the item box.” Which means, the
item is indeed medium width, due to that fit being their regular sizing. We
noticed the order was returned & a full refund was issued on 5/12/2023 to
the MasterCard on file, ending in 0404. For the confusion & inconvenience,
we have added points to your VIP account for a $20 Reward. This Reward is valid
for 75 days, & expires 8/2/2023.
Please let us know if there is anything else we may
assist you with.
Thank you,
*******
Customer Answer
Date: 05/19/2023
I accept the business's response to resolve this complaint.
Initial Complaint
Date:05/03/2023
Type:Delivery 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.
•The total amount is $263.89
•The business has done nothing and are refusing to refund me, knowing my order never arrived.
•They’ve told me to go through my bank, and I tried. My bank does not dispute lost packages.
• Order Number: **********
Order Date: 08/07/2022
Order Total: $263.89
VIP Member: # ************
Business Response
Date: 05/19/2023
Hello ******,
Thank you for contacting the DSW shoephoria! Center and
being a DSW VIP Gold member.
We apologize that you did not receive your order #**********,
& you were unable to receive a refund for the order. DSW policy states that
a customer can report lost merchandise & receive a refund for the lost
merchandise once while being a DSW customer. DSW policy also states to claim a
lost package & receive a refund, the merchandise total must be $250 or
less. Reviewing your account & order, we found the order totals $263.89.
Due to these details, we unfortunately cannot process a lost package for the
account. Since we cannot process a refund for your order, we suggest reaching
out to your bank to have the refund issued. We have added a $10 Reward to the
account that will show immediately & is valid for 75 days. The Reward can
be redeemed online or in-store at any of our DSW store locations.
Please let us know if there is anything else we may
assist you with.
Thank you,
*******
Customer Answer
Date: 05/19/2023
I was promised a refund multiple times. Now I’m being told I can’t get my money back after multiple attempts and empty promises from said business. I simply would like my money back. This is utterly ridiculous and unacceptable. I’m going to continue to fight this fight in attempt to get what’s owed to me. I want my money back.
Initial Complaint
Date:05/03/2023
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.
To whom it may concern,
I made a purchase to this company for a pair of sandals and also a pair of leggings I never recieved my items I contacted them and spoke with the live chat I was told I would recieve a refund for my items that never arrived. After not receiving a refund a contacted them and asked where it was and they pretty much stated they changed their minds and now I wouldn't be getting one and still would be on the hook for the missing items
Business Response
Date: 05/23/2023
Hello ********,
Thank you for contacting the DSW shoephoria! Center and
being a DSW VIP Gold member.
We apologize that you did not receive your items from
order #**********, & you were unable to receive a refund for the order. DSW
policy states that a customer can report lost merchandise & receive a
refund for the lost merchandise once while being a DSW customer. DSW policy
also states to claim a lost package & receive a refund, the merchandise
total must be $250 or less. Reviewing your account & order, we found that
there are multiple previous lost packages on the account. Due to these details,
we unfortunately cannot process a lost package for the account. Since we cannot
process a refund for your order, we suggest reaching out to Afterpay to have a
dispute submitted for a refund. For the inconvenience, we have added a $10
Reward to the account that will show immediately & is valid for 75 days.
The Reward can be redeemed online or in-store at any of our DSW store
locations.
Please let us know if there is anything else we may
assist you with.
Thank you,
*******
Customer Answer
Date: 05/23/2023
[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:

This is not my responsibility and or to lose out because a package was not delivered especially after I was told I would receive a refund. Isn't it the company's responsibility to make sure the items arrive?

Regards,

******** ****
Initial Complaint
Date:05/02/2023
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 bought expensive shoes from this business, DSW shoe warehouse. When I wore the shoes to my fitness class, I soon realized that the right shoe is defective because after 10 minutes of wearing the shoes, I could not tolerate the pain that the right shoe was giving me and as a result I worked out barefoot. At first, I thought that I need to tolerate the pain and the shoe will expand, but after trying to wear them again I realized that the shoe is defective and something about the bottom of the sole of the shoe squeezes the foot causing pain. When I called the brand of the shoe, they told me to go to DSW, where I bought them from, and ask for a refund. However, when I went to return the shoes at DSW, the manager refused to take them back because he said he will not be able to resell them since they have been worn. My complaint is that first of all, the manager should not have even thought about reselling the shoes when they are defective. Second of all, he did not help me out in any way, when he should have taken the shoes back and been the one to then contact the manufacturer of the shoes.
Business Response
Date: 05/09/2023
Hello ****,
Thank you for contacting the DSW shoephoria! Center and
being a DSW VIP Gold member.
We sincerely apologize that the shoes you purchased were
defective, and you were unable to comfortably wear them. We do apologize that
the store was unable to accept your item for a return. Unfortunately, our return
policy does state to process a return the item(s) must be unworn. Items
returned at our DSW stores are accepted upon the store’s discretion. So, unfortunately,
we are unable to overturn any decision made.
We have added a $30 Reward to your VIP account. This
Reward can be used in-store or applied to an online order. The Rewards are valid until 7/23/2023.
Thank you,
*******

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Designer Brands Inc. is NOT a BBB Accredited Business.