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. has 111 locations, listed below.

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• 

  Designer Brands Inc.

  810 Dsw Dr Columbus, OH 43219-1828

• 

  Designer Brands Inc.

  3710 Easton Market Columbus, OH 43219-6024

• 

  Designer Brands Inc.

  3704 W Dublin Granville Rd Columbus, OH 43235-7985

• 

  Designer Brands Inc.

  300 Mishawum Rd Ste 130 Woburn, MA 01801

• 

  DSW

  One Walden Galleria Space DP01 Buffalo, -, NY 14225

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:09/12/2022

  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.

  On November 2021 I purchased 2 gift cards upon purchase was not valid to use until after Jan 2022.
  So on Han7 2022 I went to make a purchase and use the gift cards and was told that they were already used in November when I
  Purchased them I proceeded the contact the company with no succes I am very upset with the fact that they would not help me I any way
  Thank you 

  Business Response

  Date: 01/06/2023

  The customer has been taken care of by our customer service specialists & has been provided their options & informed of a $20 Reward 

• Initial Complaint

  Date:09/10/2022

  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 8.31.22 I placed two online orders to have them ship to store.
  
  Orders ********** and **********
  
  Here are the issues with the order:
  
  1. Shoes were delivered to the store but I never recieved any notification that they were ready for pick up.
  
  2. I called the store after the delivery window of 4-7 days passed and the store had to go look for the shoes, then provided incorrect information to me on the shoes. When they finally confirmed the shoes were there I went to the store to try them on and return whatever didn't work out.
  
  3. The associate that helped me said she cancelled all 4 pairs of shoes since they didnt fit but DID NOT provide a receipt, and email or anything, I kept asking why she couldn't and she said thats just the policy and its normal I should see a cancellation in 24 hrs via email.
  
  4. 24hrs went by and I called the store and asked why I didnt get a cancellation email, the store manager assured me it was cancelled it isnt showing up in his system but he also could not provide me a receipt via email or printed. Asked me to wait another 24 hours.
  
  5. Another 24 hours goes by and I reach out to chat, the chat team says they've cancelled the order and they'll send me a cancellation receipt. I never end up getting the cancellation receipt, the agent just sent me the order receipt which is not what I asked for. So I got on the phone with another agent and they promised they would send the cancellation to the care team and I'd get an email confirming the cancellation by the end of the day. Of course that didn't happen.
  
  6. I then called again after waiting until the end of the day and the agent raised the issue with a priority cancellation ask and I still have no receipt, no proof of cancellation and the cancellation hasn't happened.
  
  At this point I've spend 6 hours and 5 days following up over and over and no one has resolved the issue.

  Business Response

  Date: 01/06/2023

  Hello *******,

  Thank you for contacting the *** shoephoria! Center and
  being a *** VIP Elite member.

  We sincerely apologize for the delay in response to your inquiry.
  We are sorry that your order was not initially cancelled when you were at one
  of our *** stores. As well as the inconvenience of the cancellation email never
  being sent upon cancellation. We can confirm that the order was cancelled &
  there were no charges collected from the orders #********** & #**********.
  We have added points to your account for a $15 Reward. These Rewards are
  available immediately & can be used on online or in-store purchases. The
  Rewards are valid for 75 days.

  Thank you,
  *******

  Customer Answer

  Date: 01/07/2023

  [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:09/03/2022

  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.

  On August 3, 2022, I made a good-faith purchase of around $350.00 at Discount Shoe Warehouse (DSW), knowing that their return window was 90 days. On August 19, I returned some of the shoes and purchased some socks. On the receipt I received a warning that future returns might be denied based on information from The Retail Equation (RTE Transaction ID 5062697-973-DBI). The assistant at the register advised me to call RTE.
  
  On September 2, 2022, I called The Retail Equation, and a barely intelligible operator, clearly speaking from a script, informed me that I could not make any returns for 180 days. I pointed out that DSW wouldn’t accept the return after 90 days, but the operator simply repeated that I couldn’t make any returns for 180 days.
  
  Immediately after that call, I went back to my DSW store: I had the receipt, I was within the return window, and the merchandise was in new condition, but the return was denied. The staff at DSW acknowledged that the shoes were in new condition and the return was perfectly valid, but they couldn't put it through or refund my money because The Retail Equation's algorithm had put me on a blacklist (Transaction ID 5206449-433-DBI). I spoke at length with the DSW manager, but all he could say was that he couldn't do anything about "the system" or "the algorithm," and my only recourse was to call The Retail Equation again, which is clearly futile.
  
  Completely without my knowledge or consent, a third-party algorithm has retroactively changed the rules of my relationship with DSW, and now I'm on a blacklist I never knew existed. The sad thing is that I have really enjoyed shopping at my DSW store and now don't feel safe making purchases there since I can't return anything. All I want is for DSW to accept a perfectly valid return.

  Business Response

  Date: 07/02/2024

  Business stated they worked directly with the customer to resolve this.

  Business Response

  Date: 07/23/2024

  Hi *******, 

  I can see that we were able to get an extension approved on 9/14/2022 and you were able to make your necessary returns. 

  Sincerely, 

  ******, DSW inc.

• Initial Complaint

  Date:08/16/2022

  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.

  I placed 3 shoe orders 2 8/11 (order# ********************)and 1 8/10(**********) the issue that i am having is that i have been receiving many different delivery dates and now my items are showing pending i have spoke with numerous people in order to get this rectified and have not been able to receive any assistance as i have just been told numerous time sit tight your items are on the way. I was most appalled by the manager i spoke with 8/15 by the name of ****** he was very unhelpful and kept accessing an account i repeatedly asked for him not to go in as that was not the basis of my call i have tried numerous times to cancel said items as i will not be home to receive said packages if delivered on or after 8/22 to which i was told that its a possibility as the packages are showing pending i was compensated 8/15 by a rep but when i called in later that day as i did not see the 25$ voucher that was offered ****** proceeded to say in a nut shell i was making that up i would just like for the items to be cancelled and my funds returned to my account as i don't not feel i should take this loss

  Business Response

  Date: 01/06/2023

  The customer has been taken care of by our customer service specialists & has been provided their refund from the lost orders.

• Initial Complaint

  Date:07/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased shoes on 6/16/22 using a $5.00 reward for my birthday provided by the company. I purchased shoes and a pair of socks. I did not split the transaction because I planned on keeping both items. However, when I got home, I realized that the shoes (sandals/flip flops) were men's shoes that had been placed on a women' clearance rack instead of the men's clearance rack. So when I got them home and tried them on they fit very odd and were not going to work/would be uncomfortable. I returned them on 6/20/22 only to find out that I had to forfeit almost my entire $5.00 birthday reward. $4.17 to be exact. If I would have known that returning a pair of shoes because the store allowed them to be on the wrong gender rack would cost me almost my entire reward I would have split the transaction and used if for the socks. Upon my visit to return the shoes they offered to give me a $5.00 reward good for 4 hours. I had to leave and could not spend time shopping. Furthermore, I think it is a deceptive practice that I have to spend MORE money to use the reward that I lost. I called the Corporate Office only to be told they can only give me a $5.00 reward that expires on 8/31. Again, forcing me to either forgo the $5.00 or buy something else that will certainly cost me more money. This is a very deceptive practice. I am requesting a credit of $4.17 to my Visa card used for the transaction.

  Business Response

  Date: 01/06/2023

  Hello *****,

  Thank you for contacting the *** shoephoria! Center and
  being a *** VIP Club member.

  We sincerely apologize for the delay in response to your inquiry.
  We are sorry you were unable to use your $5 birthday offer on the socks from
  your in-store purchase, as well as the shoes you purchased being in the wrong
  area of the store. Unfortunately, our *** stores use a different payment system
  from our online customer service, so we do not have access to provide a refund
  for the birthday offer amount. However, we want to provide you with a discount
  on your account that you can use on your next online or in-store purchase. We
  have added a $20 Reward to your account & it is available immediately. The
  Reward is valid of 75 days.

  Thank you,
  *******

• Initial Complaint

  Date:07/10/2022

  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.

  Purchased a gift card from ********* for $100 in January 2022 for my son. ********* was bought out by *** and they will not honor the gift card.

  Business Response

  Date: 01/06/2023

  Hello ****,

  Thank you for contacting the *** shoephoria! Center and
  being a *** VIP Club member.

  We sincerely apologize for the delay in response to your inquiry.
  We are sorry you were unable to use your gift card on *********. Unfortunately,
  *** does not have access to using gift cards from ********* website. We are are
  unable to see or confirm any funds from gift cards from *********. We suggest
  that you please contact ********* customer service to obtain assistance with the
  gift card. You can contact them at Contact Us (****************). For the inconvenience,
  we have added a $20 Reward to your VIP account. The Reward is available immediately
  and will be valid for 75 days.

  Thank you,
  *******