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:06/01/2024
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.
placed an order o 5/22/2024, Order # **********.

It is now 5/29/2024, there has been no change in my status although DSW has recieved the full payment.

This is a total inconvenience, the only update received was "Sorry for the delay, we are working on it". Which is understandable for 1-2 days of placing an order but an entire week appears to be deceitful. As a consumer the state law advises all good & services be provided upon payment which I've done
Today is June 1st still no merchandise. The on line status states "In process " it's know that delays are sometimes unavoidable but honesty is a certainty that is expected from all business.

This is a big inconvenience .

All documents referenced are attached
Business Response
Date: 06/11/2024
Hi *****,

Thank you for contacting DSW. I
apologize for any inconvenience you have experienced
with the lack of communication with
your most recent dsw.com order number of **********, and for the customer service that you received when contacting us about this issue. I had the opportunity to
investigate your concerns, and with orders shipping to the store you won’t
receive any communication about the shipping of your order. The only
communication that you will receive is when your order is processing and when the order has been received by the store and it is checked in that it is ready for pick up. This the order was marked as delivered by ***** on 6/1 but the store is stating
that they do not have this order, we are considering in lost. I have sent your
order to our back-office team to cancel since I am unable to cancel the order because
of the status it is in.

Since we do not collect funds
for ship to store orders until the order has been picked up. Once you receive the
notification that your order has been cancelled, you can expect to see the
pre-authorization of $12.38 fall off your Visa ending in 1151 within three
business days. While reviewing the gift card ending in 0523 used on this order,
I can confirm the full balance of $50 is available. As a token of apology and
to honor the discount used on your order, I have applied $30 in Rewards to your
DSW VIP account. These Rewards will be valid until 8/25/2024 and can be used in-store
or online with no brand exclusions. Thank you for being a DSW VIP Club member!

Sincerely,
******, DSW Inc.
Customer Answer
Date: 06/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

***** * ******
Initial Complaint
Date:05/28/2024
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.
On May 13th I made an online order purchase under Order No. **********. I waited patiently and in accordance with DSW shipping policy that states within 3-5 business days I should receive said purchased item. I did give the benefit of the doubt because of shipping issues that sometimes occur. I made contact on May 21st after not receiving any information as to the status to request the order be cancelled and was told then that same was done and that the bank hold in the amount of $119 would be released. I contacted DSW again on the 24th and was given the same response that the purchase would be cancelled but, to no avail. I made contact again on 5/28 only to be once again told the same lie that the order would be cancelled this day. Each call I was told the same thing that the order would be cancelled and nothing.

I am and have been a loyal customer and made many purchases at DSW. This will be my last purchase.
Business Response
Date: 06/11/2024
Hi *****,

Thank you for contacting DSW. I apologize for your experience contacting
our DSW Shoephoria! Center while attempting to cancel your recent order ********** due to it being lost in transit. I completely understand
your frustration regarding this, especially after being told several times that
your order would be cancelled. I have shared your feedback with our back-office
and training teams to make sure this is investigated and handled appropriately.
While reviewing your order, I was glad to see that it was successfully
cancelled on 5/29.

While reviewing the pre-authorizations
on your Visa ending in ****, I can confirm that no other pre-authorizations
have occurred after 5/27 and this pre-authorization was reversed on 5/28. You
should no longer see any $119.99 pre-authorizations on your Visa ending in ****.
As a token of apology for your experience with this, I have applied $20 in Rewards
to your DSW VIP account. This Reward will be valid until 8/25/2024 and can be
used in-store or online with no brand exclusions. Thank you for being a DSW VIP
Elite member!

Sincerely,
******, DSW Inc.
Initial Complaint
Date:05/24/2024
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 went to return a pair of sandals to the 34th St - Herald Square DSW location in New York last Saturday afternoon. I was told by the cashier who also brought in the manager that I will be charged $50 if I do not return the free gift item that came with the sandals. I asked to exchange the sandals to a different size and was still informed that it will be processed as a return, and once it goes through, I will still be charged the $50 since I did not have the free gift with me.

It says on the packaging of the gift item "DO NOT RETURN. Thank you for your purchase from DSW. Should you decide to return your purchase, please keep your gift with purchase. You will not be charged." I have attached the photos below.

Saying I will be charged is probably the default response because unsuspecting customers who do not read the print on the gift item packaging will just comply and pay the charge, or return the gift item. The cashier or manager could not (or would not) override the charge and insisted that this was the option the computer system was showing.

It was inconvenient to make a trip out to the store to return my purchased item then be informed I have to pay $50 since I didn't bring the free gift item, which goes against policy. I can see how the discrepancy would be problematic for the company in legal ways also - having in writing that I will be not be charged, then the cashier claiming I will be charged and forcing it on me if I return my purchased item.
Business Response
Date: 06/11/2024
Hi *********,

Thank you for confirming all that information to me about your store visit. I will definitely just your feedback sent over to our upper management store team for further review and to handle this appropriately. With you being a long-time customer, you know how the gift with purchase works, and I am glad to hear that our customer service team was able to assist you with this. As a token of apology, I have applied $20 in Rewards to your DSW VIP account, and this will be valid until 8/25/2024.

Thank you for being a DSW VIP Club member.

******, DSW inc
Customer Answer
Date: 06/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

*********
Initial Complaint
Date:05/21/2024
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.
online order total of 82.15$ on april 21.
they had a promo:
EARN $20 IN DSW DOLLARS
Earn DSW Dollars April 15-28, 2024 when you spend $75 or more in stores and online.
Earn DSW Dollars April 15-28, 2024. Redeem DSW Dollars May 12-27, 2024. If you qualify, your personal offer code can be found on your DSW Dollars that you receive in a DSW store, or in the email that will be sent to you on May 11, 2024.
Earn $20 in DSW Dollars by spending $75 in a single qualifying transaction April 15-28, 2024 online or in store.
DSW Dollars are earned after all applicable discounts are applied and before shipping and tax are added. Limit 1 per customer. One-time use. May be combined with VIP benefits

i spent more than 75$ after taxes and rewards. after many email they said i got 20$ applied to my order.
i used my rewards for this order . i got 20$ in rewards from dsw for ANOTHER thing. ( they made a mistake on another order and they gave me 20$ in rewards)
i ask for the 20$ of the promo. i have never received the « coupon » to redeem between may 12-27. they supposed to email me dsw dollars on may 11 . I got nothing and after many email they just say i have already got the 20$ on my order. i couldn’t got it if i bought in april and promo dollars mailed in may 11. but yes , i applied a reward of 20$ on my order but it was not for the promo i ask for. thank you
Business Response
Date: 05/22/2024
Hi ***** ***,
Thank you for contacting DSW. We'd like to apologize for any inconvenience caused in regard to not receiving your $20 DSW Dollars after making a qualifying purchase. We apologize for this as sometimes the email will filer to the Spam/Junk Folder. We ask that you please check for the email with the $20 DSW Dollars. As a token of our apology, I've instead applied this $20 to your VIP account to discount any future order of your choice & it's valid for use before 08.05.2024 11:59 PM EDT.
Thank you for being a DSW VIP Member.
Sincerely, ******, DSW Inc.

Customer Answer
Date: 05/22/2024
Hi,
I wrote a final email to dsw yesterday to DSW to tell them I was maling a complaint toBBB.
I received what I asked for .
Thank you, I think you can close my request because i got the DSW money in my DSW account. (store credit 20$)
Have a nice day
Initial Complaint
Date:05/20/2024
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.
shoes bought 5/19/24 shoes did not fit. attempted return for refund 5/20/24.my daughter bought these shoes for my grandson. When she was paying she gave the cashier my phone number. since I am a gold member. hoping for a discount . no discount was issued.apparently I am flagged for too many returns.I feel my daughter has nothing to do with the Birkenstock sandals I returned.Ii would like DSW to make an exception and issue a refund to my daughter's card.The customer service at ************** was not helpful and rude.the store manager said she could not do anything.corporate the same response.I need help with this.
Business Response
Date: 07/02/2024
This has been resolved.
Business Response
Date: 07/23/2024
Hi *****,

Thank you for contacting DSW,

I apologize for the delay in replying to your BBB complaint.I apologized that you were unable to return your item at your nearest DSW location. I had the opportunity to investigate your concerns and looks like the store was able to assist you when exchanging item.

Thank you for being a VIP Club member with us.

Sincerely, *****, DSW Inc.
Initial Complaint
Date:05/19/2024
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.
I am very upset and I have tried to reach out to this store multiple times and have gotten nowhere. Almost 3 weeks ago I contacted this store looking for a pair of Nike Flex Experience 12 Running Shoes. I was advised by your employees that the shoes were on sale for 49.99. I traveled over 40 minutes to the store just to arrive and the shoes were priced at 74.99. I requested to speak to a manager and was told by the employee that the manager was on lunch. I left my contact information and left the store very upset with no shoes and I never heard back from anyone. A week later I contacted the store again. I spoke to a manager named ***** on 5/4/2024, who advised me he was the general manager of the store. The manager ***** told me to come back to the store and he would give me the shoes for 49.99. I drove back to the store which was another 40 minutes away to buy the shoes. Once I arrived at the store and was ready to check out. I told the lady at the front that ***** said he would give me the shoes for 49.99 she explained that was no problem but I would also get an additional 20 percent off if I signed up for the emails. I signed up and my total price was around 40 dollars. She asked ***** to come up to approve the override but once ***** came up he was so rude. ***** stated that he would be only doing 20 percent off the shoes and I couldn't get them for 49.99 which was not what I was told on the phone by him. He then said I also couldn't get the additional 20 percent off for signing up for the email and he made the employee take everything off and I was made to pay 64.77 dollars. He did nothing to help and I was very insulted. After I paid for my shoes I sat and watched them give every customer an additional 20 percent off but I was the only one who couldn't per *****. I am very upset and I would like something done immediately. I have contacted Fox 5 media about this matter. I would like to speak to someone as soon as possible. Thank you ###-###-####
Business Response
Date: 05/22/2024
Hi *******,
Thank you for contacting DSW.
Our apologies for any inconvenience that was caused to you at one of our store locations regarding a purchase made on 05.04.2024. We understand you were told a price of $49.99 for a pair of Nike Sneakers and it wasn't honored when you arrived at the store location. You were also offered a 20% off discount that was successfully applied in the amount of ($14.99) to your purchase making your total $64.77, as shown on the receipt. I have sent your receipt over to our Store Team who will refund the difference of $24.97 making your new adjusted total for this purchase $39.80. Please allow 3-5 business days after our Team reviews, for the refund to post on your Original Payment Method.

Thank you for being a DSW VIP Member.
Sincerely, Fatima, DSW Inc.
Initial Complaint
Date:05/16/2024
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.
We placed an online order (**********) on 3/27. The order never got delivered. We called DSW multiple times to figure out a solution. Eventually, they placed a new order (#********** )
We never got a refund for the order we never received. We have called/emailed numerous times and they keeping saying refund is on the way.
Business Response
Date: 05/21/2024
Hi *****,
Thank you for contacting DSW. We apologize for any inconvenience caused in regard to your Order#**********. We understand you claimed a non-delivery of the items & our Representative placed what we call a No-Charge Order, meaning we place a new order for the items at no additional cost to you & this new order will take in place of the total amount paid on the original order that wasn't received. As you've returned an item from the No-Charge order, a refund in the amount of $43.55 was refunded back to your Payment Method from the original order total. Please allow 3-5 business days for the refund to post.
Thank you for being a DSW VIP Member.
Sincerely, Fatima, DSW Inc.
Customer Answer
Date: 05/27/2024
I accept the business's response to resolve this complaint.
Initial Complaint
Date:05/11/2024
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.
Everett,ma
Location. Horrible service,made. First made me late for work as your employee REFUSED TO ALLOW NE TO USE MY VIP #, AND REFUSED ME TO INPUT THE "IN LOOM" CODE FIR DISCIUNT.
Shoes were no good. My feet are weird they hurt after 4 hours made me go home. I threw the sneakers away because we're USELESS.
TALK TO CUSTOMER SUPPORT THEY RECTIFIED THE PROBLEM I WENT BACK TO BUY ANOTHER PAIR OF SNEAKERS. I went in to try them on before I bought them to make sure they fit she said I could complete everything online and pick up the sneakers within 10 minutes.
Which was a lie.
I call customer support again 3 hours later they call me back, they said that I checked the box shipped to to ****** Street which is impossible. I explained to your customer service rep I do not live at that address no more, I have no access to that mail whatsoever as I do not live there. So I told her to cancel my order because she refused to take the check mark off and allow me to pick it up in the store.
low and behold this morning I get a email saying you ship them to that address and charge my credit card which I told her not to now you put me in overdraft which cost me $35 on top of the 50 bucks for the sneakers. And I called customer service again today they told me there's nothing they can do about it.??
And then your agent told me you're open till 3:00 today to put a phone call in which is a lie as well do you train any of your workers can any of them comprehend English?
I'm putting all this on social media so everybody knows how your people treat us.
But do not even read my original complaint when your customer service rep call me and understand the problem. All she did was give me a $20 discount on my next shoes?
Did not care enough to read my problem,!
I work in customer service for **** ***** and if I have a treated a customer like this I'd be fired on the spot.
So get hung up on by customer service, Tell them not to ship sneakers BUT THEY DO AND NOW I'M IN OVERDRAFT
Business Response
Date: 07/02/2024
This has been resolved.
Business Response
Date: 07/23/2024
Hi ******,
While reviewing your information, it looks like you contacted on corporate offices on 5/14. The recovery specialist who assisted you, issued the full refund of your order being delivered to the wrong address on 5/14 as well.
Sincerely,
******, DSW inc.
Initial Complaint
Date:05/08/2024
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 need a refund for the amount of $49.99.
Customer Answer
Date: 05/08/2024
The company is refusing to refund me $49.99 for the gift backpack through the vip rewards.my application status and email summary states the total was $1995 and I was charged $169.64. They had an issue with their vip awards. I have contacted the company on theee occasions and I been given given different information each time. They’re refusing to refund me my money.
Business Response
Date: 05/09/2024
Hello ****,
Thank you for contacting the DSW shoephoria! Center and being a VIP Gold member.
We understand that you got charged for the free gift and we apologize for the inconvenience caused.
As we have reviewed, you were charged $3.37 for this so we have refunded $5 and it will be credited within 3 to 5 business days to your Visa card ending with ****.
Please feel free to contact us with any questions or concerns, we are happy to help.
Thoughts? Questions?
Give us a call at 1.866.DSW.SHOES (###-###-####). We're here for you Monday - Friday 7a.m. - 10p.m., Saturday 10 a.m. - 10p.m., and Sunday 12p.m. - 9p.m. EST.
Thank you for choosing DSW,
******, Shoe Lover
DSW shoephoria! Center We're ready to help.
Business Response
Date: 05/21/2024
Hi ********,
Thank you for contacting DSW. Our sincerest apologies for the late response & for any inconvenience caused in regard to your Order#**********. We understand you applied your **** MyPerk for the Free Backpack and your order total showed about $119 as your total but you were seeing a preauthorization hold of $169.64 on our Bank Statement. We apologize for this and as we've checked your current total charged on this order, for the 3 shoes in the amounts of $60.80 STAR RUNNER 4
$48.03 NEW BALANCE 515 V3
$60.81 STAR RUNNER 4
which totaled to $169.64, as the charge for the backpack isn't included since it's a Free Gift. As a token of our apology for the confusion caused, I have processed a refund in the amount of $49.99 back to your Original Payment Method, VISA ending in ****. Please allow 3-5 business days for the refund to post.
Thank you for being a VIP Member.
Sincerely, ******, DSW Inc.
Customer Answer
Date: 05/21/2024
I accept the business's response to resolve this complaint.
Initial Complaint
Date:05/02/2024
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 ordered a pair of shoes online from DSW for $62.99 on 3.20.24. They didn't fit, so I tried to exchange them. I talked to a DSW rep via their chat portal, who arranged the exchange. I unfortunately did not save this chat. I brought the shoes back to the store, and when I tried to follow up on the new shoes via email, I was told an exchange was never placed and that I would get a refund. I was then told via email they never got the money in the first place, so they would not be issuing a refund. The charge was cleared from my bank account, which I did close a few weeks later. I reached out to another rep over their chat for another opinion, and they said they'd issue me a refund and that I would get an email confirmation after. I have not gotten anything from them since. I would like the exchange or a refund.
Business Response
Date: 06/12/2024
Hello *******,
I am reaching out to you from DSW to offer my sincerest apologies for the delay in responding to your Better Business Bureau complaint.Your feedback and concerns are incredibly important to us, and we deeply regret any inconvenience or frustration this delay may have caused you. Please know that we are taking this matter very seriously and are working diligently to address the issues you have raised.
We value your membership in our VIP rewards program and your satisfaction is of the utmost importance to us.

I understand the gravity of the situation and the impact this delay may have had on your perception of our company. However, we are committed to resolving this matter to your satisfaction and ensuring that such delays or errors do not occur in the future.

Due to a payment capture failure, a refund could not be processed initially. After reviewing the payment details in PayPal, we successfully canceled a pending authorization scheduled to expire on June 18.Your confirmation that the authorization has been removed from your account would be greatly appreciated. As a gesture of goodwill for the inconvenience caused, we will be sending you a $50 gift card.

If you would like to discuss this matter further or if you have any additional feedback, please feel free to contact me directly via email address: *******************************************.

Once again, I sincerely apologize, for the inconvenience and frustration caused by our delayed response to your Better Business Bureau complaint as this issue should have been resolved during your initial contact with us.
However, your feedback is helping us improve, and we are grateful for the opportunity to make things right for you.

Thank you for your understanding and continued support.
Warmest regards,
*********

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Designer Brands Inc. is NOT a BBB Accredited Business.