Complaints

This profile includes complaints for Genesco Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Genesco Inc.

  535 Marriott Dr Nashville, TN 37214-5092

  
• 

  Genesco Inc.

  P.O. Box 20190 Nashville, TN 37202

  
• 

  Genesco Inc.

  1701 Mcfarland Blvd E Tuscaloosa, AL 35404-5824

• 

  Genesco, Inc.

  9617 N Metro Parkway West Phoenix, AZ 85051

• 

  Genesco, Inc.

  7580 Crestwood Blvd STE 248 Irondale, AL 35210-1804

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:06/18/2025

  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 was told if these socks do not fit just bring them back and they will exchange them when I tried to do that they told me that they can't do it I want to know why they told me that they would when they won't

  

  Business Response

  Date: 07/03/2025

  We sincerely apologize for the inconvenience Mr. Anslinger experienced when his return was denied at one of our store locations. Our Customer Experience Specialist connected with him via phone on 7/3 to arrange a return by mail, and a refund by check has been initiated. To ensure a smooth experience, we have also waived the return label fee. We are grateful to Mr. Anslinger for bringing this matter to our attention, allowing us to address it at the store level. Our ongoing goal is to equip our teams with the tools and training needed to provide the best possible service. Thank you, Eugene, for being the best part of Journeys.

  Customer Answer

  Date: 07/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23488472, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Eugene Anslinger

• Initial Complaint

  Date:06/18/2025

  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 placed an order with Journeys, order number *********. The order was to be delivered by ***** with tracking number ************. The package was delivered on Sunday June ******* to the wrong address. My apartment has no doormat, and the picture clearly shows it was delivered to an apartment with a doormat. I purchased from them a couple of months before, and because the delivery picture looks similar, they will not refund or replace my shoes. The picture looks similar because its the same apartment complex, but wrong apartment.

  

  Business Response

  Date: 06/20/2025

  We sincerely apologize for the inconvenience caused by the non-receipt of order #*********. While we have policies in place to guide our response to packages marked as delivered by the carrier, we understand how frustrating this experience can be and want to ensure our customers feel supported throughout the process. Were pleased to confirm that a refund was processed by one of our **************** Representatives on 6/18. Please note, refunds may take 35 business days to appear in your account, depending on your financial institution. We truly appreciate our customer's time and patience.

  Customer Answer

  Date: 06/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/02/2025

  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.

  Mens Footies 5 Pack - Black-Black Style #: 331 Mens Footies 5 Pack - Black-Black Style #: 331 Order Number: ********* Order Date: 05/27/2025 Ship Date: 05/28/2025 Estimated Delivery: 3-5 Business Days Billing Bill to:******* ****** ************************************************** Payment Method:Google Pay They did not ship the items to the address I entered in their ship to address.

  

  Business Response

  Date: 06/20/2025

  We regret to hear that you did not receive your order #519218630. According to our records, the package was delivered by our carrier, FedEx, on May 30th. For your reference, we have attached both the Picture Proof of Delivery and the Proof of Delivery provided by FedEx, which confirm the order was delivered to the shipping address entered at checkout: 1421 E 50th St Tulsa, OK 74105 While delivery has been confirmed, we understand how disappointing this situation must be. As a gesture of goodwill and in an effort to ensure your satisfaction, a full refund has been processed today. To help prevent similar issues in the future, we recommend choosing either Buy Online, Pick Up In Store or Buy Online, Ship to Store at checkout for added security and peace of mind. We truly appreciate your time and patience.
  

• Initial Complaint

  Date:05/26/2025

  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 a pair of ************ from my local mall at journeys. The buckles are black and the finish is chipping off. I asked they replace them. They would not. I also asked Birkenstock to replace them they told me to contact journeys. If journeys is going to sell them they need to honor Birkenstocks warranty. I just want my shoes replaced. This has to be a defect. The black should not be wearing off. I had not worn them 10 times before this wear started. I filed the complaint may 9th with journeys. I bought these in January but it was winter I didnt even wear them.

  

  Business Response

  Date: 05/31/2025

  We sincerely apologize for the issues Mrs. ****** experienced with her Women's Birkenstock Arizona Sandals in Black, size 8, from Buy Online Pick Up in Store order #*********. We completely understand her frustration with our current 30-day defective item policy and appreciate her patience. As a courtesy, we will be sending Mrs. ****** a ***** return label at no charge by the end of the day on 5/31. Please note, the email containing the label will come directly from *****, not **************************. While our standard return processing time is 24 weeks, we will be waiving that timeframe in this case. Once the defective item has been returned and scanned by *****, we kindly ask that Mrs. ****** reach out to our **************** team so we can promptly process her requested exchange. We truly appreciate her time and understanding, and we look forward to resolving this as quickly as possible.

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23379535
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 06/09/2025

  The response didnt have any clarity. Who do I contact. Where do I send them. When will I have my new ones? Turn around time. I want someone responsible for making sure the exchange happens. Thanks Megan 

  

  Business Response

  Date: 06/20/2025

  We sincerely apologize that our previous response did not assist with providing our customer with clarification with our original resolution. We will be sending you a return label to the email on your order #********* to return your defective pair of shoes to our Journeys Warehouse. With your original order being once of our Buy online, Pickup in store orders, the from address will be your pick up location's address as it did not have your actual address on the order. Also, we are not able to process exchanges on these orders at this time. However, we will process the refund so that you may purchase a new pair in-store or online once received. Be sure to check your spam or junk folder for an email from ***** for the return label if you do not see it in your primary. We truly appreciate your time and patience.

  Customer Answer

  Date: 06/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/16/2025

  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.

  On April 20th, 2025, a purchase for Men's Birkenstock Boston Soft Footed Clog-Black Black was purchased at a journeys store at *************** in *************. The purchase was done online by the store representative and supervisor because the footwear was not in the store. On Wednesday May 7, 2025, I get a notice that the purchase was cancelled but with no information regarding a refund. The purchase was done with Cash App application, and we contracted Cash App for a dispute. Cash App put a dispute but the next day May 8, 2025, Cash App send an email unable to pursue the dispute. I call Journey headquarters with the number provided ************ but no available answer. I chatted with a representative ***** D, and she mentioned that on 4/30/2025 a refund check was sent and to wait 7 to 10 Business Day. It is 5/16/2025 and I have not received my refund. I chatted today with Ashly ** and she mentioned that they will put a stop on the previous check and issue a new one, but it will take 30 days. I think I waited enough for my Refund, and I do not trust the company anymore. I would like to expedite my refund and get it as soon as possible. It doesn't take 30 days to issue a refund. I have the chat transcripts if requested to upload it. I am reaching the BBB to assist me with my refund

  

  Business Response

  Date: 05/31/2025

  We sincerely apologize for the frustration and inconvenience caused by the cancellation of Special Order #************. We appreciate your patience and understanding throughout this process. Were glad to hear that our representative, ***** *., was able to provide an accurate update on your refund when you contacted us on 5/7. Due to ongoing staffing challenges, refund processing has taken longer than usualup to 30 days in some cases. We truly apologize for this delay. Our **************** Team has submitted a new check request to our ********************* this week, and we expect to receive the check no later than Monday, 6/9. As soon as we have it, we will ship it to you via ***** Express Next Day Air and provide tracking details by email. Thank you again for your time and continued patience as we work to resolve this matter as quickly as possible.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23338898
  
  I am rejecting this response because: All that Journeys is showing is the original receipt of the purchase. No solution from Journeys as to refund the $164.99 purchase that is not on any schedule to be deliver because it has been canceled by Journey as the item is not on stuck. I attached the picture of Journeys Tracking website and you can see that Order Number ************ is canceled. 

  Please provide with Refund solution.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/03/2025

  We sincerely apologize for the unexpected delay in processing the refund for our customer's canceled special order #************. The original refund check was mailed on 4/30/25; however, the customer later reported that it was never received. To resolve the issue, a replacement check was requested. Fortunately, one of our **************** Managers was able to assist the customer with an in-store refund at our ********************** location at ***** Premium Outlets on 6/8. For transparency, weve attached the return receipt from that transaction. The second check request has been sent to our ********************* to be voided, as the customer has already been refunded in-store.
  We truly appreciate our customer's patience and understanding throughout this process.

• Initial Complaint

  Date:04/07/2025

  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.

  On February 28th 2025, I placed an order for two pairs of shoes equating to *****. Two pairs of hey dudes: a childs pair and a womans pair. A week later, I received a pair of mens converse in the mail as my order. When I contacted journeys via their chat support, they told me that even though this was their mistake, I had to return the pair of mens shoes that I did not order to a retail store to then see if the store had the shoes I did order in stock or they could refund me. No other business *** ordered from has ever made me fix the mistake their company made when I have purchased from them. They will not refund or send out the correct shoes until I drive myself to a Journeys store, in which I dont live close to one, to return their mistake. I would like them to either send my correct order or refund me so I can purchase the shoes elsewhere.

  

  Business Response

  Date: 04/26/2025

  We sincerely apologize for the unexpected delay in responding to our customer's ******************** complaint. We have reached out to the customer, *********, regarding the incorrect item she received with her recent web order (#*********). While we were unable to reach her by phone, we have sent an email offering our assistance in resolving the issue. In our message, we requested that she confirm which item from the order was incorrect and let us know whether she would prefer a replacement or a refund. Once we receive her response, we will proceed with the appropriate resolution. We truly appreciate the customers time and patience as we work to ensure her satisfaction and bring this matter to a close.

• Initial Complaint

  Date:04/05/2025

  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 placed an order on journeys on April 2nd 2025 for a pair of shoes that my son wanted for his birthday, today on ********* they were marked delivered by fed ex. When I arrived home from work, the shoes were not here. I first called fed ex who confirmed they were properly delivered , meaning they were likely stolen. I then contacted journeys and explained the situation. They were not willing to help me and refused any refund/ replacement. They just told me to create a fed ex account for future occurrences to make it to where I can hold my package and things like that. I already have a fed ex account and I did attempt to make it to where this package was signed for since there was someone home but it said due to shipping restrictions from the merchant I wasnt able to change it and have it signed for. So regardless I couldnt do that. I would really like a refund as I did not get my item.

  

  Business Response

  Date: 04/17/2025

  We sincerely apologize for the unexpected delay and for our customer's issue with receiving their order #*********. Although stolen packages are not listed under our coverage for Lost Package policy, our priority is always providing our customers World class customer service. The tension we carry between these two truths is advocating for our customers and the Company. It would be an honor for us to get you taken care of with a full refund. If this product is still needed for your son's birthday, we recommend placing a buy online pick up in store order for the super stylish ****** Campus '00s Athletic Shoe - Big Kid - Wonder Beige / White / Gum to ensure they are received to provide to your son. We are showing our ********************* and ****************** locations have this item available for pick up at this location. We are providing Ms. ******** with a $5 off any amount coupon code to apply to that order as well as a thank you for their time and patience. Refunds can take up to 3-5 business days to reflect in their account depending upon the financial institution. Their $5 off any code is LQ7G90P4 and it expires on 05/17/2025. We truly appreciate your time and patience.
  

  Customer Answer

  Date: 04/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/05/2025

  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 purchased a pair of vans for my grandson at a local mall on 01/18/25. I later had to return them due to size being too big. I returned them on 02/21/25 at a local *** store. I have been in contact with a journeys on three different occasions requiring about my refund. Here it has been well over a month and they said I would receive refund check in mail by April 15, I happened to check my account this morning and they put the refund back in the card I used which they said they couldnt do but it was 10 short from what it should have been. I didnt ask them to send me a return label. I paid the postage myself. Its not a lot of money so to speak its the principle that it should take this long to try to get a matter resolved and then refund the incorrect amount on top of it. No help from customer service.

  

  Business Response

  Date: 04/17/2025

  We sincerely apologize for the frustration our customer experienced with our return process. After reviewing the interactions with our **************** team, we can confirm that there are two returns in question.
  We show that web order #********* was returned and processed on 3/25, with a deduction for the return label fee. We apologize for the inconvenience, as we understand the customer used their own return label and should not have been charged. We will be processing a refund for the $7.99 return label fee today, 4/17. Please note, this refund may take ****************************** the customers account, depending on their financial institution.
  Regarding the refund check mentioned, we want to clarify that a check will not be issued. The refund for the web order was completed on 3/25/25, and the return label fee is being refunded today, 4/17, as noted above.
  We truly appreciate the customers time and patience, and again apologize for any inconvenience caused.

• Initial Complaint

  Date:03/21/2025

  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.

  Subject: Disturbing Experience at Journeys Store Store:254 Date: 3/21/2025 Time : 10:34 Register :2 Transaction: ***** I had a deeply upsetting experience at a Journeys shoe store that I feel compelled to report. When I arrived, the store was completely empty. I asked for assistance, and the two employees looked at each other as if deciding who had to help me. Eventually, one of them stepped in while the other whom I later learned was the general manager stood ***** I was being helped, it was clear that I was disappointed with the overall service. The general manager noticed this and began speaking to me in an unprofessional, sarcastic tone, saying things like, Isnt someone helping you now? I asked her calmly not to speak to me that way, but she continued.I told her respectfully that she could improve her customer service, to which she responded by telling me I **** as a customer and followed it with more inappropriate and negative comments all while I was trying to complete my purchase and repeatedly asking her to stop. I have anxiety, and the situation left me physically trembling and emotionally ********* make matters worse, the employee who was assisting me even asked the general manager for help, but she stayed on her phone, dismissive and visibly bitter.This was not only poor customer service it was a hostile and completely unprofessional encounter that should never happen in any retail environment, let alone under the supervision of a manager. I sincerely hope Journeys takes this complaint seriously and addresses the behavior of this individual. No customer deserves to be treated this way.

  

  Business Response

  Date: 03/22/2025

  We sincerely apologize for our customer's experience in our location. We received our customer's formal complaint as well that they submitted with our **************** team in case ********. We have sent the formal complaint to our District Manager who will be contact with our customer as soon as possible. We truly appreciate our customer reaching out and sharing their experience with us. We truly appreciate this opportunity to address their experience to ensure that we are continuing to pursue excellent customer service. We assure you that your experience will be addressed appropriately. We truly appreciate your time.

• Initial Complaint

  Date:02/25/2025

  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.

  12/14/2024 purchased classic ultra mini chestnut size 7 uggs as gift. First worn 12/26/24 on 2/21/25 about 58 days later the shoe ripped apart in the seam on the heal were the tab is on ****** heal. I ** attch picture it is obvious it is manufacturing defect because the rip starts right in the seam goes full distance up to tab and past. Went to store. They said since over 30 days old could give no refund, that was fine because they did say they would replace with identical item and size ,but because they didnt have the identical same item in store they could not honor that resolution, although it was at another store and could had it sent to their store ,but they refused to have it sent to me or store. Contacted Journeys customer service I will attach email. They just said it was past 30 days nothing they could do would not even honor manufacture warranty that they say they will for defects but because they were worn they could not do anything. The shoes were $145.00 I am only asking for new pair of shoes not a refund. The shoes of course would have been worn that should have nothing to do with giving a customer who has payed that much money for a pair of shoes a new pair since this pair in less than 8 weeks came apart. Customer should not have to contact **** that should be Journeys responsibility and Journeys should be responsible to the customer since that is who the customer purchased the item from. I am requesting a new pair .

  

  Business Response

  Date: 03/14/2025

  We sincerely apologize for the unexpected delay in responding and for our customer's experience with our Company. We attempted to reach our customer via phone today but we were unsuccessful. We did have one of our Customer Experience Specialist reach out to them via email as well to offer assistance with their return/exchange request. A ***** return label has been emailed to the customer's email on their order ************************* as well. Once the package is showing scanned to return to us by *****, we will process the exchange order for our customer to get them fully taken care of. We look forward to the opportunity to make this right with our customer.

  Customer Answer

  Date: 03/20/2025

  I had not heard any communication from journeys since I had filed complaint so as you can see From the attachment from journeys above they had told me they had no intention of doing anything. It had been about 10 days since I had filed BBB report so I contacted *** they sent me return label On 3/14 I took to fed ex and as soon as they received the shoes they sent me refund for full amount of purchase only took about 5 days.