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

236 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:03/26/2025
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 made 3 separate purchases for the same shoe style, in 6 different sizes, for a wedding party. All orders were made online and made within minutes of each other. We no longer have a need for this type of shoe and I made the returns to a DSW store, with the receipts, and as soon as the shoes were delivered (within the 30 day return window). I was informed that a refund could not be issued for 1 of the 3 orders and I would need to contact The Retail Equation (a third party business with a BBB rating of 'F'). I was humiliated, confused, shocked and dismayed as a I have been a loyal VIP customer of ********************** for over 24 years. I was deeply concerned as to 1. Why was my return denied when I followed DSWs return policy and 2. Why was my personal ID card scanned in order to facilitate the refund when I provided the receipt and the original email order. This experience has caused me great duress to the point of me getting a migraine. I was extremely humiliated and as a VIP customer, I wouldve never expected such treatment from DSW nor any service provider of DSW. DSW has committed fraud in allowing me to make these purchases but NOT clearly stating the return policies PRIOR to my purchases. DSW has committed identity theft by sharing my personal purchase history, payment information and other personal details with their vendor, The Retail Equation, WITHOUT MY WRITTEN PERMISSION. There is NO written notice on the DSW website, or my receipts, that refunds and returns can be arbitrarily refused at the discretion of DSW or the vendor. As such, refusing a refund of a valid purchase is illegal. I will not tolerate this illegal treatment as a customer or consumer in any retail environment nor as an American citizen. DSW is violating consumer protection laws and privacy laws.
Business Response
Date: 04/02/2025
Hi ******,

Thank you for Contact DSW.

I apologize that your recent return was not accepted at one of our store locations. I hope youll find the solution to your complaint with the attached document satisfactory.

Thank you for shopping with DSW.

Sincerely,
*****, DSW ****
Customer Answer
Date: 04/02/2025
[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:03/20/2025
Type:Service or Repair 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 subscribed to a text promotion and was given a 15% off coupon for signing up. However when I tried using it the store clerk told me the shoe I had was excluded (without trying the code). I sent an email and was told I could try an online order and if the shoe wasn't part of the exclusion they could honor the discount. Upon looking at the list of exclusions it appears that most of the brands they sell are excluded from this promotion. In my opinion it's false advertising and they need to get rid of the signs or honor the discount.
Business Response
Date: 03/23/2025
Hello ******,
Im sorry to hear about your previous DSW experience. We certainly dont intend to inconvenience or confuse our Shoe Lovers in any form or fashion.
Depending on the style of shoe selected, theres a strong possibility that the manufacturer had requested to opt out of our promotional offers and remain excluded from the discount. If the shoe was on the list of exclusions, that would explain why the store clerk wasnt able to honor the discount on your attempted purchase.
Nonetheless, it sounds like the store representative didnt further investigate to see if this was the issue at hand. It would be completely up to the store managers discretion if theyd like to honor the promotional offer in store if youd like to try again with them.
If youre willing to place an order online and provide us with the discount code thats active, we can look into honoring it for you with one of our customer service team if you havent done so already. Ive noticed the last representative had notated your account on 3/19/25 to honor the 15% offer for you if youre interested. Typically this would include brand exclusions, however, given the circumstance well be happy to make an exception if pursued.
Again I apologize for any confusion or trouble this may have caused. Have a wonderful day!
******* Shoe Lover
Initial Complaint
Date:03/19/2025
Type:Service or Repair 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.
Hello so Im contacting ya to see if the order for the shoes was replaced I did not know the shoes come from a store so anyone can try them on and thats what ****** me off the fact that the shoes has creases in them is bad and the fact that the shoes didnt have any of the card board inserts or even paper for both shoes says a lot Im suppose to get two replacements I would of preferred a full refund but I need the shoes from work and dont have time to wait any longer but Im suppose to be getting replacement did they process it did not get any confirmation or anything g
Customer Answer
Date: 03/20/2025

****** ******* <************************>
Wed, Mar 19, 8:27 PM (15 hours ago)
to info

Hello my name is ****** ******* I filed a complaint against dsw and I wanted to see if you can close it because I already got a full refund from the phone number is ********** email is ************************ I didnt get a case number because it wasnt delivered yet and started
Initial Complaint
Date:03/18/2025
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 shoes from DSW on 3/2/25. These shoes for $109.96. The shoes were shipped by ***** on 3/3/25. The package arrived in MY HOME STATE on 3/6/25. At that point, the delivery date was 3/12/25. I contacted DSW and they gave me $10 credit. I did not want a $10 credit I wanted an update as to why my shoes were in my state and not going to be delivered to my house for 6 days (at this point). Tracking showed it departed ************, ** on 3/6 which should have came to my home. But the shipment went to ******. DSW could not give me any explanation. I refuse to discuss any matters with *****. ***** is impossible and with past experiences and filing an issue with BBB, I can no longer mentally deal with *****. The package arrived in ****** on 3/10/25. It then went to *****, *******, *******, and back to ********. I contacted DSW several times about my issue. They did refund my money. However, they indicated I would STILL get my package because this was a fault on their end. Assured me I would get it by Friday, 3/14. On 3/15 it showed the "barcode label unreadable and ***laced". and "no attempted delivery". On 3/17/25 it says "no attempt made delivery scheduled for next business day" TODAY 3/18, it says "on ***** vehicle for delivery". I, then, get an email that says "Sorry we missed you". I look on tracking and it shows "Incorrect address street name" which is incorrect because shipping information from ***** shows my correct address listed as well as DSW's order confirmation. I contacted DSW that said there was an issue with the label. I asked them to resend my shoes since they previously stated they would refund my money AND I would still get my shoes this past Friday which did not happen. The *** stated I could purchase another pair over the phone which I firmly declined. I was misled about getting these shoes. I have been dealing with DSW for 2 weeks. This is unacceptable. I was given the wrong information time and time again. I am entitled to my package.
Business Response
Date: 03/19/2025
Hello *******,
Our response to your inquiry is attached to this message. Thank you for bringing this matter to our attention. Have a wonderful day!
******* - Shoe Lover
Customer Answer
Date: 03/19/2025
While I accept their apologies for the problem, I dont like how they seem to think I misunderstood or didnt comprehend what the ***resentative stated. I heard the ***resentative well. Im very well educated and know what I was told. I do not appreciate the insinuation that I am not smart. I understand the difference between either/or as referenced in Camerons response. Just because their notes dont reflect that he or she advised me the shoes would be delivered even after I got my refund, doesnt mean it didnt occur. I also wasnt aware I had to speak to a supervisor. Why did one of the ***resentatives not send me to a supervisor? I would have gladly spoken with one and maybe not be dealing with the current issue. I called probably 5+ times and was given the same response. I do not know who I spoke with as I did not know I would need their names in the future. I dont keep records of every *** I talk to on the phone. They did give me rewards to use at their store. However, I refuse to purchase anything from this company due to the problems I have had. I did not ask for rewards in any way. They can retract them. It is that simple. They gave them to me when in reality all I wanted was my order and the proper information regarding the shipment delay/lost in transit. In the response from DSW, they advised the shoes were being delivered today to my home. So are they NOW going to charge me for the item? Please send this to DSW if needed. Thank you.
Business Response
Date: 03/20/2025
Hello *******,
Please review the attached document for our response to your reply and issue. Thank you!
******* - Shoe Lover
Customer Answer
Date: 03/20/2025
[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:03/15/2025
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 ordered 20 shoes from ************************** But 3 shoes are not delivered and DSW refuse to refund it.
Business Response
Date: 03/18/2025
Hello *******,
I'm sorry to hear about your previous DSW experience. We certainly don't intend to inconvenience or frustrate our Shoe Lovers in any form or fashion.
Unfortunately the reason why you were advised to dispute the charges with your financial institution is because of the amount of lost/stolen claims on your profile. We've well exceeded the limit of lost/stolen inquiries we're able to provide at this time and you would need to file a dispute for the missing items from your latest purchase with your bank as previously informed.
If receiving packages at your location is a worry for you, we would strongly recommend for you to utilize our ship to store option if applicable. This way our in store associates can securely retrieve your item(s) and notify you when your purchase is ready for pick up.
If you choose to do this method in the future, you'll need a copy of your order invoice and a government issued ID so we can release the package to you. Again I apologize for any confusion or frustration this process may have caused. Have a wonderful day.
******* - Shoe Lover
Initial Complaint
Date:02/28/2025
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.
Went to return a pair of shoes at my local DSW and was told a refund could not be issued and I would need to contact The Retail Equation (a third party business with a BBB rating of 'F'). I was shocked and dismayed as a loyal VIP customer of **********************. I was also deeply concerned as to why my personal ID card needed to be scanned in order to facilitate the refund.The experience was extremely distressing and humiliating and I've never been treated like this at any retail establishment ever. DSW is committing fraud and identity theft along with their partner The Retail Equation. There is no digital notice on the DSW website that refunds and returns can arbitrarily be refused at the discretion of the company. As such, refusing a refund is illegal.I've never been treated like this as a customer or consumer in any retail environment. DSW is violating consumer protection laws and privacy laws.
Business Response
Date: 03/06/2025
We will be responding to the customer once her issue has been resolved on our end. The customer will be contacted directly.
Thanks,
*********
Initial Complaint
Date:02/24/2025
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 paid $165.51 for a pair of Naturalizer boots that were never delivered to me. DSW and their carrier ******* claim the order was delivered to my home at 7:04 pm on Jan 10, 2025. However, our security camera shows that no delivery was made, and the 3 people and 1 dog at home at the time can attest to the fact that no delivery person approached the house. Fedexs sole evidence for delivery is a blacked-out photograph in which it is impossible to discern package or location. The vendor, DSW, tells me that due to the high dollar amount of this order, we are unable to refund for this item. Please file the dispute with the financial institution you have used as the mode of payment. I used DSW gift cards to purchase the item, and therefore the financial institution that issued the gift cards to me has told me it is the responsibility of DSW to issue my refund. I am seeking reimbursement of $165.51 from DSW for failure to deliver the goods purchased.
Business Response
Date: 02/25/2025
Hello *********,
I'm sorry to hear about your previous DSW experience. We certainly don't intend to inconvenience or frustrate our Shoe Lovers in any form or fashion. After reviewing the order in question, you initially stated that you haven't received the order in it's entirety which was $441.37. Due to this being well over our threshold to entertain a lost/stolen claim, you would have to dispute the refund with your financial institution. I understand that you had a split tender of DSW gift cards used on the purchase along with your **** card. Unfortunately DSW gift cards used are treated as money and with ***** confirming the delivery for both items, we're unable to proceed with any replacement gift cards at this time. I've submitted your feedback to our management team and shipping partners. This way they're aware of what you've endured throughout this process. You're still able to dispute the value charged from your financial institution, however, for the full amount you're asking for we're unable to abide. Again I apologize for any trouble this may have caused.
Have a wonderful day.
******* - Shoe Lover
Customer Answer
Date: 02/25/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22981786

I am rejecting this response because:
1) From the first call I had w DSW customer service I explained that only 1 of the 2 pairs of shoes ordered failed to be delivered. Therefore, my claim is and has always been $165.51.
2) ***** has failed to prove delivery of the missing Naturalizer boots, so your above statement is false. There is no discernable photographic evidence of delivery, and I have video footage that proves no delivery.
3) I have attempted to resolve this dispute w my financial institution. They have directed me to make my claim with you, the vendor, since I used DSW gift certificates to pay for the order.

Regards,

********* *****
Business Response
Date: 02/26/2025
Hello *********,
Please refer to the attached document for our resolution to your inquiry. Thank you and have a wonderful day!
******* - Shoe Lover
Hello *********,
Thank you for your reply concerning DSW order 9115171257.Typically in this scenario, it wouldnt have mattered if you made the purchase with DSW gift cards or not. If we rejected the lost/stolen claim along with the ***** photo of delivery, the next step would be to dispute the gift card purchases with the bank, financial institution, or third party vendor (i.e.Walgreens, *******, ******, etc.) if applicable. I know its not ideal, however in the spirit of transparency that would be the next steps to take moving forward.
Given the circumstance for the claim of the missing Naturalizer **** Riding Boot, were willing to make an exception. Ive issued out a DSW e-Gift Card (order #OCN82308535) in the amount of $165.51 to your email on the order (**************************************************************************).Please allow ***************************************** your Inbox. Given the provider, if you dont notice it in your Inbox, please be sure to check all Junk, Spam, and Promotion inboxes as it couldve generated there.
If possible, I would encourage you to have your next online purchase be submitted to a nearby store location if youre having issues retrieving packages at your residence. Unfortunately if a second lost claim were to happen, we wouldnt be able to abide. Youre also welcomed to utilize the e-DSW gift card in any of our local DSW stores if that bodes better for you.
I apologize for any trouble this process may have caused.Have a wonderful day!
******* Shoe Lover
Initial Complaint
Date:02/11/2025
Type:Service or Repair 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 was under the 90 day return policy of our local DSW. I needed to return the purse because it was too big and it was not a cross-over as the tag said it was. The Supervisor or Manager refused to give me my money back. She said that this tote/bag was too used and the extra zipper tote was missing and I told her there was never a small zipper tote in the bag/ She absolutely refused to refund me. She was a person that could have taken lessons from ****** where people return numerous items and the members are refunded the cost 99% of the time.
Business Response
Date: 02/14/2025
Hi ********,

Thank you for Contact DSW.

I apologize that your recent return was not accepted at one of our store locations. I hope youll find the resolution to your complaint with the attached document satisfactory.

Thank you for shopping with DSW.

Sincerely,
*****, DSW ****
Customer Answer
Date: 02/24/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22925701

I am rejecting this response because:
The lady was too rude and I already told the store manager or supervisor that I would never go into again.
Regards,

******** ********
Business Response
Date: 02/27/2025
Hi ********,

Thank you for Contact DSW.

I apologize that your recent return was not accepted at one of our store locations. I hope youll find the solution to your complaint with the attached document satisfactory.

Thank you for shopping with DSW.

Sincerely,
*****, DSW ****
Initial Complaint
Date:02/03/2025
Type:Service or Repair 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 purchased 2 pairs of shoes from the buyer with expedited shipping since I was going back to school overseas and my flight left early monday morning one item was suppose to get there jan 16 and the other jan 17. I went outside on the 16th and didnt see anything outside however due to the bad weather I figured they would both get delivered on the 17th the 17th came and I didnt see anything outside but ************. I contacted dsw and I was told to wait until Saturday I waited and nothing I contacted them again and was told I would receive a refund I reached out several times since then for updates via the customer service chat on my refund and I was told the same thing each time that It is processing I contacted them again today feb 3rd and was told that I had to contact my bank and that no refund was processed It has been almost a month of me getting the run around I want my money back I shouldn't have to spend money to make an international call to get in contact with my bank to file la dispute when Ive been told for almost a month I would be getting my refund.
Customer Answer
Date: 02/04/2025
I see this is a repair issue I think there is a mistake I never received the item I would like a refund
Business Response
Date: 02/06/2025
Hi Francessca,

Thank you for Contact DSW.

I apologize that you did not receive your most recent ************************** order, and for the customer service you received when contacting us about this issue. I hope youll find the resolution to your complaint with the attached document satisfactory.

Thank you for shopping with DSW.

Sincerely,
*****, DSW ****
Customer Answer
Date: 02/06/2025
[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:02/03/2025
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.
Placed order for two items with a subtotal of $53.97 and used a $30 offer code received via email. One item was shipped (sneakers) the other item was in store pick-up (cushions). When we went to the store to pick-up the associate was unable to find the order. She said it wasn't a problem, that we would not be charged and if we already had been a refund would be issued. On the day I received the cancelation notice for the missing cushion part of the order, I was for some reason charged for the cushions (at a discounted rate because of the promotion applied to the order). When I contact chat after several days of waiting to see if that issue was corrected, I was instead told I OWED money on the sneakers. Makes absolutely no sense. It is not my fault if the DSW system is so poorly designed that after the cushions were canceled, the order no longer met the $49 promo requirement amount and the system removed the promo. I am NOT LIABLE for the order not being available for pickup or DSW system limitations. I am baffled by the entire experience. What kind of system doesn't show the original order, what kind of email customer service refuses to read all the attached proof I provided as I have here? What kind of company is this? Copies of confirmation email, promo email, cancellation email and BOTH charges to my account are all attached.
Business Response
Date: 02/06/2025
Hi ****,

Thank you for Contact DSW.

I apologize that an item cancelled from your recent ************************** order, and for the customer service you received when contacting us about this issue. I hope youll find the resolution to your complaint with the attached document satisfactory.

Thank you for shopping with DSW.

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

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Designer Brands Inc. is NOT a BBB Accredited Business.