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:02/12/2025

  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 shoes that were delivered on February 8 to an address that is not mine and the package was gone when i went searching through my neighborhood. ***** failed to deliver my package to my address and instead delivered it to a business nearby and I contacted Journey's seeking a refund, reshipment, or them to reach out to ***** and they declined to do either option. ***** has told me I need to seek recourse from Journeys but they have told me they will not help me despite the shipment not being delivered to my address.

  

  Business Response

  Date: 02/19/2025

  We sincerely apologize for the frustrations caused by not receiving your recent Special order #************. We have had one of our Customer Experience Specialist working with our customer to provide our customer with clarity of our Lost Package policy and to offer assistance with getting her refunded. Ms. ***** confirmed that she has redacted her chargeback and we have begun our check refund process. We expect to receive her refund check next week due to inclement weather having our *********** being closed and all employees working from home until it clears up. Once it clears up and the check is received from our ********************** we will be sending the refund check to our customer with ***** Express Second Day Air shipping and will email her the tracking details as well. We truly appreciate our customer's time and patience.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22935303
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 02/26/2025

  I rejected the previous message because I'm waiting to see if the business will honor their offer and issue me a refund.
  

  Customer Answer

  Date: 03/05/2025

  Journeys has stated they would issue me a refund last week for their mistake. They asked me to reverse my charge back which I did, assuming they would honor their offer of sending me a refund. Since then, I have messaged them and received no response.
  

  

  Business Response

  Date: 03/07/2025

  We sincerely apologize for the unexpected delay in getting our customer fully taken care of. Ms. ******* refund check was returned to our office for an unknown reason. We are shipping it back out to her via ***** Priority Overnight tracking #************ today, 3/7. ***** will retrieve this package from our mailroom today. Once retrieved, Ms. ******* will be able to track the package via *********. We've also emailed this update to our customer directly via case ********. We truly appreciate our customer's time and patience.

  

  Business Response

  Date: 03/12/2025

  We sincerely apologize that our customer has not received their refund check yet. We advised via email on 3/7 that their refund check for $140.38 was shipped out with ***** Priority Overnight tracking #************ to their provided address: ****** J ***** ********************************************. We also advised that Express packages are not typically delivered over the weekend and will be delivered to them on Monday, 3/10. According to *********, This refund check was delivered on Monday, 3/10/25 at 10:54 AM. Attached is the **** and POD provided by ***** for proof of delivery. Based on the **** provided by *****, it looks like it was left in our customer's Apartment Complex mailroom. If this check has not been received, then we would be more than happy to void the initial check and then reissue it to whichever address the customer desires. We truly appreciate our customer's time and patience.
  
  

  Customer Answer

  Date: 03/12/2025

   
  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.The company has gone out of their way to correct this and I really appreciate it.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/09/2025

  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 Dr. ******* boots online on 01/01/2025. Both of the straps are missing for both boots.I would like an exchange in a Mens size 9 with both straps included. I also have pictures as proof.

  

  Business Response

  Date: 01/18/2025

  We sincerely apologize that our customer's Dr. ******* ***** Tech II Boot - Black from his order #********* was missing the straps pictured on our website. We have one of our Customer Experience Specialists trying to locate some extra straps to send to the customer and work with the customer via phone and/or email to completely take care of him. They were not able to speak with the customer via phone on 1/17 and 1/18 as two voicemails were left for the customer. An email has been sent to the customer as well via our customer contact email address ****************************************************** to share our current update. We will be following up with the customer via email on 1/20 with any updates that we receive. We truly appreciate our customer's time and patience.

  Customer Answer

  Date: 01/29/2025

  I never received an update from the company on 1/20/25 and its now 1/29/25.

  

  Business Response

  Date: 02/05/2025

  We sincerely apologize for the unexpected delay in providing our customer with an update. We've been working diligently with our warehouse to locate an extra pair of the straps to send to our customer. Although we did not have any success internally, we are now working with an external contact to try and locate a pair of straps for our customer. We've emailed this update to our customer directly today, 2/5/25 as well. We will send him another update when we receive it. We truly appreciate his time and patience.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22789949
  
  I am rejecting this response because: They havent found the missing items.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/14/2025

  Great news! We were able to locate the missing straps for our customer. They were sent to him via ***** Priority Overnight tracking number ************. According to *********, this package was delivered to the customer's provided address on Monday, 3/10/25 at 3:33 PM. We truly appreciate our customer's time and patience while we resolved this matter for him.

  Customer Answer

  Date: 03/14/2025

   
  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:01/08/2025

  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.

  Hi. My husband bought me Womens Ugg Tasman Alpine Slipper back In November 2024 size 8. When I tried it on the left size was tighter than my right feet, thats never happened before. So I asked them to mail me a new one, Im thinking someone made it bigger, right side feet. I recieved the shoes a week later and Ive worn it around the house then started wearing it outside. About two weeks later my right side ankle hurt so much and made me have very sharp pain to this day. The way the Uggs are made is every time you walk the top part of the shoes rubs on your ankles. I ignored it thinking itll go away, until my right feet ankle started hurting. I contacted journeys and they said I need to contact Uggs. My husband didnt buy it from Uggs, **** have one year warranty, I can change it but journeys is not helping their customers. I just want to exchange for another Uggs thats high tops because this Uggs is not deigned correctly. Its $140 with tax which is expensive, I havent even worn it a month and it gave me painful experience. I took pics of my ankles, its swollen and painful. Thank you.

  

  Business Response

  Date: 01/18/2025

  We sincerely apologize that our customer's Womens UGG Tasman Alpine Slipper - Chestnut in size 8 from their Special order #************ began to cause pain in her ankle. We will be reaching out to our customer via email ***************************************************** to assist with their return/exchange request on 1/18. We will be providing a return label free of charge to return the uncomfortable item to our warehouse to get them taken care of. We truly appreciate their time and patience.

• Initial Complaint

  Date:01/03/2025

  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.

  *Date of purchase: November ******* *Amount paid: $39.98 *Product Missing: Sketchers Twinkle Toes Twi-lite Sneakers *Issue: On November 29, 2024, I placed an order for various items and a pair of Sketchers for my granddaughters Christmas. On December 4, 2025, ***** took pictures of items that were previously delivered along with two items they delivered , which were a package from ********** in my sons name and a shirt I ordered from Journeys. It was stated that the Sketchers shoes were delivered. However, I did not receive the Sketchers shoes. *Communication: I contacted Journeys by phone on December 11, December 27, and January 1, 2025.*Resolution:The problem is NOT resolved, because I have not received the Sketchers shoes or a refund.

  

  Business Response

  Date: 01/09/2025

  We sincerely apologize for our customer's experience with their order #*********. Whenever our customers inform us that they have not received an item from their order, we will work with our Carrier, *****, to confirm if the package was handled and delivered appropriately. This process typically takes up to 9-12 business days. There has been a delay in this process due to the holidays and we truly apologize for any inconvenience this has caused. We've processed a refund for the adorable Skechers Twinkle Toes Twi-Lites 2.0 Wingsical Wish Sneaker - Little Kid - Purple / Multicolor in size 12 that was not received on 1/9/25. Please allow up to 3-5 business days for this to reflect in our customer's account. We truly appreciate our customer's time and patience throughout this time.

  Customer Answer

  Date: 01/09/2025

   
  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:12/29/2024

  Type:Order 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.

  Paid for order said 3-5 days - they took the money now saying August 2025 before I receive refusing to refund

  Customer Answer

  Date: 01/08/2025

  I havent heard a word from the company. thank you! 

  

  Business Response

  Date: 01/08/2025

  We sincerely apologize for any inconvenience and frustrations our customer has experienced with their order #*********. Our processing time frame is typically 3-5 business days to be shipped and delivered after 1-2 business days for processing. This is tentative based on the availability of the product ordered. After our customer's order was placed, it appears our inventory became depleted. When this happens, we will send an automated email to our customers to inform them of this date to give them the opportunity to decide if they would like to wait to see if our inventory is replenished or if they would prefer to cancel. Currently, our payment processing is set up to only apply a pending authorization to our customer's account until the item is **************************. At that point, the pending authorization will be replaced with a hard charge. After reviewing our customer's order, it has been canceled. Any pending authorization should have fallen off as it typically takes up to 3-5 business days from the cancellation date. ****** authorization can take up to 30 days to fall off after an order has been canceled. However, we were able to release that hold on 1/8/25 via our ****** account. Please allow up to 3-5 business days for this to reflect on our customer's end. We truly appreciate our customer's time and patience.

  Customer Answer

  Date: 01/08/2025

  I was charged for the item and no refund issued - they did the hard charge as they described from the beginning! 

  Customer Answer

  Date: 01/17/2025

  
  I was charged for the item and no refund issued - they did the hard charge as they described from the beginning!

  

  Business Response

  Date: 01/23/2025

  We assure our customer that we have not collected any payment since the order was canceled. There is a pending authorization requested with their financial institution to ensure the funds are available. Once the order is canceled, we release the authorization on our end so that their financial institution can do the same. We appreciate our customer providing the screenshot of the charge showing in their account at 10:21 am on the day that their order was canceled. We canceled the order at 7:04 pm. We are confident that this charge will fall off if it hasn't already. We truly appreciate their time.

• Initial Complaint

  Date:12/23/2024

  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.

  On November 30th I placed an in store order due to the store being out of stock of the size I needed. On december 3rd the order was delivered but was in a 9.5 mens size instead of womens like it should have been. I contacted the business to exchange the shoes for the correct size. They said they would email me a tracking label but it would take 1-3 days. I waited and did not receive a label so I reached out again in which they informed me that they mailed the label instead of emailing it, the person I spoke to said they would email the label but again it would take a few days. When I received the email it was someone elses label as it had someone elses information on it. I reached out again and finally got the correct label. I sent the shoes back on December 15 and reached out again on December 16th to inform them that they shoes had been sent and asked for the replacement to be shipped. They informed me that it would take 1-3 days for us to get the tracking information. We have yet to received the information and now the shoes we ordered almost a month before christmas will not be in on time due to lack of response and urgency of the company.

  Customer Answer

  Date: 12/31/2024

  Journeys 

  **************************************

  

  Business Response

  Date: 01/09/2025

  We sincerely apologize for the issues that our customer has had with receiving the correct item for their Special order #************. We are working with the right team and our vendor to fix this issue moving forward with the stylish Vans Old Skool Skate ************ Blue. We worked diligently to locate the item in one of our stores and send it directly to the customer. The first pair after the initial order was delivered, did unfortunately have an issue. We are grateful that one of our **************** Supervisors was able to locate another pair that was delivered to our customer with ***** tracking #************ on Monday, 12/30/24 at 10:20 AM. We truly appreciate our customers' time and patience while we resolve this matter for them.

• Initial Complaint

  Date:12/20/2024

  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.

  On December 14 I made an online purchase of the little kids ****** Samba shoes. The total for the shoes was $74.89. The money came out of of my cash app account and show that the money was taken out on December 14. On December 17 I was notified of another transaction of $74.89 from journeys as a completed transaction. Under the pending transactions within my cash app, it shows that the journeys total of $74.89 was still on hold with the company. So I immediately contacted Cash App to see what was going on with these pending transactions when the charge or money was taken out on December 14.. Cash app say it to me that journeys has authorization hold place on my account for that exact amount although the money was taken out on December 14. Cash App then informed me they were unable to take the hold off of my account which made my account in the negative of $74.89 and that I should contact the merchant which is journeys to ask the whole be lifted. On December 20 after three business days, I contact the journeys via telephone and spoke with a wonderful customer service *** named diamond That informed me that yes Journeys does place an authorization hold on an account when purchases are made online and not within the store. She also went on the state that the authorization hold will come off within 3 to 5 business days. Upon my research, Ive noticed that back in February 20 ******************************************************* that this has occurred before. Diamond went on to say that journeys is working on this issue and I said well this is apparently went on all year if it happened to me in February of this year as well. I let her know that times are too hard to be taking unaware customers money and having to wait on their money to be placed back into their accounts when there are bills to be paid & Christmas is also here as well. I do deserve to be compensated fairly. Im sure the CEOs of this company arent hurting to be taken, Americans money unlawfully.

  

  Business Response

  Date: 01/01/2025

  We sincerely apologize for your recent experience with our online ordering payment processes. Typically a single request is sent to our customer's bank for a pending authorization for the full amount on our customer's order. Then, once it has **************************, the pending charge will be replaced with a hard charge. Unfortunately, we recently experienced a system issue that led to our customers having a double charge which would take up to 3-7 business days to fall off their account. After reviewing our records, we are only showing a single charge on our end that we've received a payment for. The reference number for this charge is ************************ Unfortunately, we do not currently have a way to release or reverse an authorization hold on our end. We assure you that this issue has been addressed and our IT team continues to be diligent in being proactive to help eliminate this from happening again to any of our customers. Thank you for sharing the previous transaction where you saw two charges similar to this time. After reviewing the screenshot that you provided, it confirms that our online ordering processes were working correctly at the time your order was placed and shipped. The authorization process is a common practice implemented by other Companies other than Journeys. We cannot apologize enough for how this recent system issue affected our amazing customers including Ms. ********* We fully agree that our customers are working hard for every ***** they choose to spend with any Company including our own. We are grateful to read that your experience with our **************** Representative, Diamond, was pleasant and she was able to provide you further clarification of this situation. She is one of the many examples of our culture and goal to provide excellent service to our amazing customers. As a thank you for your time and patience, we will be emailing Ms. ******** a $30 Journeys gift card to use either in-store or online on 1/2/24. The email containing this gift card will show from "****************************************************************************".We truly appreciate our customer's time.

• Initial Complaint

  Date:12/18/2024

  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 made a purchase at Journeys online on 12/7/2024 for some sneakers. I used ****** to make the purchase. ****** paid Journeys $87.98 for the purchase. I pay ****** back $22 every two weeks until the balance is paid off. When the sneakers were delivered I tried them on they were too small. I returned the sneakers back to Journeys at my local mall. I received a refund from Journeys of $79.99. I have made several attempts to explain the situation to customer service representatives at ********************** but have been unsuccessful. I am still owed $7.99 from Journeys. ****** paid $87.98 to Journeys for the purchase, but Journeys only refunded me a partial payment of the $79.99. Im still obligated to pay ****** back for the purchase because the sneakers were returned to the store. Journeys refunded me directly not through ****** which is why Im still paying them back. However, Journeys was paid $87.98 not $79.99 which is the reason Im still owed money from Journeys. I have not ordered from Journeys in a while, Ive never had anything like this happen nor have I made numerous attempts to get money back that is owed to me and met with refusal from customer service representatives. For reference I have attached a schedule of my payments owed to ****** and a copy of my receipt that shows I was only refunded $79.99. The order number is *********.

  

  Business Response

  Date: 12/18/2024

  We sincerely apologize for the inconvenience caused to our customer, Ms. ***** not receiving her complete refund. Typically, we do not refund the shipping when our customers confirm that they received the correct item ordered. This is why the store did not process the shipping refund. We processed the missing refund amount of $7.99 back to the original payment used on the provided order #********* today, 12/18. Refunds can take up to 3-5 business days to reflect in your account.  Regarding your ****** payments, we understand your frustrations with still having to complete your payment arrangements even though the item was returned. The installments are still owed as the service was completed even though the sizing did not work out for you. It is like ****** offering you a loan and the loan must be repaid. We truly appreciate your time and patience.

  Customer Answer

  Date: 12/18/2024

   
  Better Business Bureau:
  
  I appreciate you responding and refunding the shipping back. Yes, I have no problem with continuing to pay ****** back. Thanks for informing me about the policy I never knew, as to Ive never had to return an item back to Journeys. Again, thanks for assisting me with this matter.  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 01/01/2025

  I was told I would receiving a refund. I have not received anything to my ****** account like stated by the person who responded to the complaint. Also, yesterday I emailed ****** telling her I have not received my refund and see of course never responded to my email after I told her there was no refund of my $7.99. I have attached all emails that detail the communication between Journeys and myself.  

  

  Business Response

  Date: 01/17/2025

  Attached are all of the additional responses to our customer, Ms. ***** regarding the missing refund of $7.99. We truly appreciate our customer's time.

  Customer Answer

  Date: 01/19/2025

  I have spoken to multiple people from Journeys and they all have told me something different regarding this situation. On 1/10 I spoke with ***** and explained everything yet again. He told me the refund was given. I explained how and why it was not. I was given a reference number. I called ****** with that number; just for them to say the reference number should be 19 digits. I get an email giving me another number different from the reference number I was previously given. I inquired about the difference they come up with yet another excuse as to why the numbers were different. Ive been lied to, miss lead, and treated very unprofessionally. While on the phone with ***** he mentioned/ asked me would I consider going to a local Journeys for my $7.99 refund. I said thats not a problem at all.  As a customer, its frustrating the have to experience this type of customer service from people at a corporate level over $7.99. Im considered a sane person so, there would be no reason for me to be lying about not getting a credit of $7.99. I am and have been explaining Ive not received because literally and actually Ive not received my credit like I was told. Once a merchant gives a credit it is visible for me to see on my ****** account. Even if the credit is pending I can still see it. Right next to it, it will literally say pending. Ive not see no funds for $7.99 pending or on my ****** account. Ive attached photos of my ****** account to indicate there have been no funds in the amount of $7.99 posted to my account. 

  Customer Answer

  Date: 01/19/2025

  I have spoken to multiple people from Journeys and they all have told me something different regarding this situation. On 1/10 I spoke with ***** and explained everything yet again. He told me the refund was given. I explained how and why it was not. I was given a reference number. I called ****** with that number; just for them to say the reference number should be 19 digits. I get an email giving me another number different from the reference number I was previously given. I inquired about the difference they come up with yet another excuse as to why the numbers were different. Ive been lied to, miss lead, and treated very unprofessionally. While on the phone with ***** he mentioned/ asked me would I consider going to a local Journeys for my $7.99 refund. I said thats not a problem at all.  As a customer, its frustrating the have to experience this type of customer service from people at a corporate level over $7.99. Im considered a sane person so, there would be no reason for me to be lying about not getting a credit of $7.99. I am and have been explaining Ive not received because literally and actually Ive not received my credit like I was told. Once a merchant gives a credit it is visible for me to see on my ****** account. Even if the credit is pending I can still see it. Right next to it, it will literally say pending. Ive not see no funds for $7.99 pending or on my ****** account. Ive attached photos of my ****** account to indicate there have been no funds in the amount of $7.99 posted to my account. 

  Customer Answer

  Date: 01/19/2025

  I have spoken to multiple people from Journeys and they all have told me something different regarding this situation. On 1/10 I spoke with ***** and explained everything yet again. He told me the refund was given. I explained how and why it was not. I was given a reference number. I called ****** with that number; just for them to say the reference number should be 19 digits. I get an email giving me another number different from the reference number I was previously given. I inquired about the difference they come up with yet another excuse as to why the numbers were different. Ive been lied to, miss lead, and treated very unprofessionally. While on the phone with ***** he mentioned/ asked me would I consider going to a local Journeys for my $7.99 refund. I said thats not a problem at all.  As a customer, its frustrating the have to experience this type of customer service from people at a corporate level over $7.99. Im considered a sane person so, there would be no reason for me to be lying about not getting a credit of $7.99. I am and have been explaining Ive not received because literally and actually Ive not received my credit like I was told. Once a merchant gives a credit it is visible for me to see on my ****** account. Even if the credit is pending I can still see it. Right next to it, it will literally say pending. Ive not see no funds for $7.99 pending or on my ****** account. Ive attached photos of my ****** account to indicate there have been no funds in the amount of $7.99 posted to my account. 

  Customer Answer

  Date: 01/19/2025

  I have spoken to multiple people from Journeys and they all have told me something different regarding this situation. On 1/10 I spoke with ***** and explained everything yet again. He told me the refund was given. I explained how and why it was not. I was given a reference number. I called ****** with that number; just for them to say the reference number should be 19 digits. I get an email giving me another number different from the reference number I was previously given. I inquired about the difference they come up with yet another excuse as to why the numbers were different. Ive been lied to, miss lead, and treated very unprofessionally. While on the phone with ***** he mentioned/ asked me would I consider going to a local Journeys for my $7.99 refund. I said thats not a problem at all.  As a customer, its frustrating the have to experience this type of customer service from people at a corporate level over $7.99. Im considered a sane person so, there would be no reason for me to be lying about not getting a credit of $7.99. I am and have been explaining Ive not received because literally and actually Ive not received my credit like I was told. Once a merchant gives a credit it is visible for me to see on my ****** account. Even if the credit is pending I can still see it. Right next to it, it will literally say pending. Ive not see no funds for $7.99 pending or on my ****** account. Ive attached photos of my ****** account to indicate there have been no funds in the amount of $7.99 posted to my account. 

  Customer Answer

  Date: 01/19/2025

  I have spoken to multiple people from Journeys and they all have told me something different regarding this situation. On 1/10 I spoke with ***** and explained everything yet again. He told me the refund was given. I explained how and why it was not. I was given a reference number. I called ****** with that number; just for them to say the reference number should be 19 digits. I get an email giving me another number different from the reference number I was previously given. I inquired about the difference they come up with yet another excuse as to why the numbers were different. Ive been lied to, miss lead, and treated very unprofessionally. While on the phone with ***** he mentioned/ asked me would I consider going to a local Journeys for my $7.99 refund. I said thats not a problem at all.  As a customer, its frustrating the have to experience this type of customer service from people at a corporate level over $7.99. Im considered a sane person so, there would be no reason for me to be lying about not getting a credit of $7.99. I am and have been explaining Ive not received because literally and actually Ive not received my credit like I was told. Once a merchant gives a credit it is visible for me to see on my ****** account. Even if the credit is pending I can still see it. Right next to it, it will literally say pending. Ive not see no funds for $7.99 pending or on my ****** account. Ive attached photos of my ****** account to indicate there have been no funds in the amount of $7.99 posted to my account. 

  

  Business Response

  Date: 01/28/2025

  We are unable to provide any clarity as to why we are able to see that the $7.99 refund has left our account but has been been received by our customer. We truly desire to get our customer taken care of and provide clarity to her question regarding why she received two different confirmation numbers. We've sent her a direct email under our case ******** with the following explanation,"When the refund was processed in our **************** System, it provided us with what is called a "Credit Memo" which is assigned an "Invoice Number". This invoice number was ******** in our **************** System. When refunds or charges are processed to and from our Bank Account, we will receive an "Acquirer Reference Number" in our Payment Processing Application which is also known as the "Refund Reference Number" for our customers that a refund has been taken from our Account. The "Acquirer Reference Number"/"Refund Reference Number" we received from this application is ********." We've also offered to request a refund check for the $7.99 to get our customer taken care of. We are waiting for confirmation of the complete name and address for the check to be issued to. We truly appreciate our customer's time and patience.

• Initial Complaint

  Date:12/12/2024

  Type:Sales and Advertising 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.

  this complaint is for HQ, it was based on an online issue.I had tried to check out multiple times with items and a code for a discount, every time it would show the discount but when you went to pay the discount disappeared. This is akin to a bait and switch operation where you are forced to pay extra. After much ************ with their CS the items were removed from my cart and could not even be found again.

  

  Business Response

  Date: 12/28/2024

  We sincerely apologize for the inconvenience Mr. ****** experienced while attempting to shop on our website. After reviewing our customer's interactions with our **************** team, our customer mentioned that they were not getting the option to pay with ******. We attempted to recreate this issue but were unsuccessful. We've included a screenshot of the ****** option currently showing on our website during checkout. Regarding our customer's request to still purchase the two items they wanted at the price listed during the time of his checkout issues, we will need our customer to provide us with the item descriptions (style and size) along with the price remembers them being for us to review and then provide him with the most accurate update and resolution at that time. We did not see in any of Mr. ******** previous interactions with **************** where he confirmed what items he was trying to purchase or the price that were listed at the time. It was mentioned that there was a ****** discount he was trying to apply during checkout that was not successful. We will need the customer to confirm the amount of the discount for us to review as well. We look forward to our customer's response for the opportunity for us to get him fully taken care of.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22676273
  
  I am rejecting this response because: it is incomplete.

  I have a hard time believing the company cant see via cookies the items that were trying to be checked out, in a cart, that you wouldnt allow checkout for.

  The ****** option was tried numerous times- you didnt allow it it came with the ****** discount that wasnt being applied as well.

  the shoes were: the puma **** palermo for $***** and black pumas that i do not know the name of, they were suede also for *****, if i could access my cart that you removed them from i would be able to see them.

  you removed them, the discounts passed, the ****** gift passed and then you tried to say well just buy them here is a $10 discount - that is just a dishonest move.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/23/2025

  We understand our customer's perspective regarding this situation. We assure him that we do not go into the "cookies" and make any edits to what has been captured in those. Here is the link to our Privacy policies which includes the topic of interest "Cookies and Similar Technologies" for our customer's convenience. ******************************************************************************************* We believe this link will be able to answer our customer's questions regarding their "cookies". We truly appreciate his time.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22676273
  
  I am rejecting this response because: This appears to be a response to a someone else's complaint. This has nothing to do with my issue.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/05/2025

  We sincerely apologize for any confusion. Our last response was an attempt to address the mention of our customer's carts information being saved on our end. In regard to our customer wanting the two items for the listed price he saw while he was having checkout issues, we would like to off him a $39.98 Journeys Virtual Gift card which is the total of the $19.98x2 mentioned in an earlier update from our customer. If this is good with our customer, we will email it to the email provided to BBB to ensure that it is received. We look forward our customer's response.

  Customer Answer

  Date: 02/07/2025

   
  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:12/12/2024

  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.

  Date of transaction October 16 2024 I had filled out a previous complaint but forgot to add my email for communication.I purchased boots from their store in ****** NB , they did not fit correctly and wanted to return a couple days later , they did not store refused and I called the little burgundy office customer service in ******. Upon sending photos of the boots in perfect condition they agreed to refund me. They sent me a fed ex label and I immediately sent the item to them as the photo will show. I have made so many calls not to mention emails to this company only to be told Id be waiting 2-4 weeks for their accounting **** to send a check. Well here we are going on mid December nothing from them but a email saying a label was created for fed ex that was on December the 5th from ********* TN why Nashville when I sent my boots to ******** Canada. Anyway we are well over the 2-4 weeks and I feel like Im getting scammed . I have sent 3emails since the *** ex notification from them via tracking number asking why they have at least not called for a pick up to send this refund check ! I am completely at my wits end they are causing me so much stress over this , I dont have a lot of money and all I wanted was good boots and the ones they sold turned out not to be good . Please please help,! This runaround has been so unnecessary for a refund of the item that they accepted and have probably sold to someone else by now.If you need anything from me please reach out I really need some help getting what is right .*****

  

  Business Response

  Date: 12/12/2024

  We sincerely apologize for the confusion and frustrations caused by the unexpected delays in getting your refund sent to you. We do greatly appreciate your time and patience throughout this process. Our customer check refunds for mailed returns are processed at our **************** in *********, **. Once received, we will ship them to our customer in **********************. We always aim to be completely transparent with our amazing customers when it comes to our processes. The initial delay was from the influx of return requests received during this holiday season. We are diligently working to find ways to become more efficient with this smaller staff to ensure that we are still getting you all taken care of in a timely manner. We have shipped your refund check for $276.00 with *************************** shipping tracking number ************ as the initial label did expire. According to *********, this package will be delivered to the provided address: ********************************************************************************** Friday, 12/13. Again, we truly appreciate our customer's time and patience as we resolved this matter.

  Customer Answer

  Date: 12/14/2024

   
  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,
  
  ***** ********