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:12/12/2024

  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 5th I purchased a pair of new pumas, order number ********* for $69.98. When checking out my $5 off for signing up for text disappeared and also somehow disappeared from my text, I sent an email initially to have this resolved. However, upon receiving the shoes the box was destroyed, the bottoms were dirty as if worn, one of the paper inserts was missing, the price was stapled to the bottom of one shoe, there was a sticky residue on one and black smudges on both. I let customer service know and stated that I would have kept them for a discount if I could get the smudges off but tried and could not get them completely off and they were suppose to be a birthday gift. I asked to have a new pair overnighted and someone pick up the other pair (the box was taped with journeys packing tape because it was falling apart (clearly none of this happened during shipping) and I do not feel I should have to go out of my way for being sent used shoes. I was told it would be a one time courtesy if they accepted them because I shouldn't have tried to clean them! I could understand if I took bleach to them but I wiped them with a damp paper towel then was told they were just discolorations anyway (they are white shoes and suppose to be new! there should be 0 discolorations) Then I was told I should be able to get a new pair by Christmas! They were not for Christmas and I never said they were, I have a birthday Thursday that I now have nothing for! I want a discount or a new pair overnighted and a pickup for the used pair I was sent! ******** customer service! Basically told to get over the damage and I am lucky they are letting me return them!

  

  Business Response

  Date: 12/28/2024

  We truly apologize for the unexpected delay in responding to this complaint. We also apologize for our customer's experience with our Company after receiving their online order #*********. The described condition of the stylish Women's PUMA Mayze Embroidery Athletic Shoe - White that were accompanied with the photos is not the Journeys standard. We sincerely apologize they were received in that condition and were not able to be provided to the birthday recipient. We will be working with the District Manager of our fulfilling location to address the condition of the item they shipped to you to help eliminate this from happening again. After reviewing your interaction with our **************** team via email, we will help equip them for success moving forward as to how to address this type of issue without leaving our customer feeling they are fully responsible for correcting an issue that we have caused. We have sent Ms. ********* a separate email to confirm their current desired resolution and a direct point of contact to work with to resolve this matter. Once we've received a response from our customer, we will reply here with the update. We truly appreciate your time.

• Initial Complaint

  Date:12/12/2024

  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.

  Date of transaction October 16 2024. I had boots in my possession for 4 days once tried on they hurt my feet so I went to return at the store where purchased only to be told that they would issue a store credit and not a refund. After leaving the store I reached out to the head office in ******, they requested photos of the boots that were never worn outside once. Sent photos little burgundy agreed to refund if I sent boots via fed ex to them . I did on Oct 29 2024. They received the next day Oct 30 2024. I was issued an order number of #***** and case # ******** and told via email 2-4 weeks for refund to be sent. Ive continuously emailed and called in regards to my refund only to be told when their accounting **** did the check it would be sent.. I called on Nov 15th and was told they hadnt made a check yet and it was their error that I would receive my refund by Dec 6 2024 via fed ex. I now received an email from little burgundy ( Genesco) saving a label has been made (dec4) from ************! Not Montreal Quebec as I was told via representative ( as it would be expedited ) . Numerous emails have gone unanswered as to why it was shipping from ********* and why it had not been sent or picked up from ***** . A label means nothing !I am beyond stressed dealing with this horrible company for two months . I just want my refund and enough with the red tape and misleading information from this company.

  

  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. 

• Initial Complaint

  Date:10/16/2024

  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.

  I made a simple request to ******** & ******---please remove my name from your catalog mailing list. But no, J&M wants me to jump through hoops instead of just complying with my request. As the enclosed email will show, their first response was just plain ridiculous. Even if their catalogs are pre-printed (I just got their Fall catalog, and I'm supposed to believe the winter and Spring catalogs are already printed? Nonsense!) removing my name from their mailing list could be done immediately. Their second response was even more ridiculous when they asked for my physical (home) address. Their catalogs are coming to my PO Box---not my home address. Why in the world would I give them my home address? So they can send me their unwanted catalogs there too? This is just clown behavior. The only thing unknown is if it's being done by their "customer service" rep ****** F) on his own or dictated by J&M itself. (PS) I will be mailing the email hard copy to the BBB of **************** also.

  

  Business Response

  Date: 11/20/2024

  Dear Mr. *********************** you for reaching out to us via the Better Business Bureau. We sincerely apologize for the inconvenience caused by the continued receipt of catalogs even after you've requested to be removed from our mailing list.
  We fully understand your frustration, and we want to assure you that we take your concern seriously. We have thoroughly reviewed your request and have updated our records to ensure that no further catalogs will be mailed to your address.

  
  We are actively working with our mailing partners to prevent any future mailings from being delivered to you, and we appreciate your patience as we complete this process. If for any reason you do continue to receive any additional catalogs from J&M, please let us know immediately, and we will address the situation promptly as it should not occur based on the actions we have taken.

  
  Thank you for bringing this matter to our attention. We value your feedback and are committed to providing better service moving forward.  If you have any further questions or concerns, please do not hesitate to reach out to us.
  

  Sincerely,

   

  Garrison L.

  J&M Customer Service

  O: ************

   

  Customer Answer

  Date: 11/20/2024

   
  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,
  
  ****** ******

• Initial Complaint

  Date:09/03/2024

  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.

  I will like a full refund of my order, 29 Aug ********************** shoes from journeys and they still haven't shipped the order just a label has been created, I believe this to be unacceptable and unreasonable at this point in the process.

  

  Business Response

  Date: 10/05/2024

  We sincerely apologies for the unexpected delay in responding to our customer, Brady Cook's complaint. Our customer initially contacted our Customer Service team on 9/2 because his order had not been shipped by our fulfilling location yet due to the Labor day being that day. After Mr. Cook contacted us a several more times about his order, we were able to process the requested refund back to his original payment used on his order #517292804 on 9/11. Refunds can typically take up to 3-5 business days to reflect back into the customer's account depending upon the financial institution. After reviewing his FedEx tracking #278946936369, it has been marked as delivered to the address on his order on 9/6/24 as well. We truly appreciate our customer's time and patience regarding this matter.

  

  Business Response

  Date: 10/05/2024

  We apologize for any confusion and not including the following update in or original response. We have been in an ongoing investigation with our Carrier FedEx to determine where our customer's order was delivered on 9/6. We again truly appreciate Mr. Cook's time and patience.

• Initial Complaint

  Date:08/19/2024

  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.

  Hi - Regarding Journeys This is regarding order #*********. I wanted to inquire on the resolution of this order. I spoke to somebody yesterday who is having ***** look into the incident. I did not get my order and if you look at the tracking, the porch where the packages were delivered is not my house. I needed these items ASAP. I called ***** myself this morning to see if they could recover the packages so we can close out this issue. They told me that they would not be able to recover the packages from the porch they were left at and I would need to contact the merchant for a refund. The initial agent I spoke to told me I'd have to wait until 9/5 for a resolution, however this is not satisfactory to me. I am extremely frustrated that I did not get what I had ordered and I even went to 3 different Journeys (*******************, ***********************************************) yesterday to try to find these shoes and they did not have what I needed. I am asking for an advance refund due to the inconvenience and the fact that ***** is unable to recover the packages. I would appreciate the consideration so I do not need to file a chargeback as the wait until 9/5 is unacceptable.

  Customer Answer

  Date: 08/19/2024

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

  

  Business Response

  Date: 08/22/2024

  We sincerely apologize for the inconvenience caused by Ms. ***** not receiving their order #*********. We have begun the lost package investigation with our Carrier to hold them accountable for their part in us fulfilling your order. We will be processing the refund back to the customer's After Pay account to get them taken care of today, 8/22. Refunds typically take up to 3-5 business days to reflect back into their account. Once After Pay receives the refund, they will refund the customer whatever is owed to them from their payments that were made during this time. We truly appreciate our customer's time and patience.

• Initial Complaint

  Date:08/19/2024

  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.

  I placed order ********* on Journeys website. The order never arrived. I have contacted Journeys customer service multiple times now and they keep saying they will issue a refund but that doesn't happen. I just want a refund for this order that never arrived.

  

  Business Response

  Date: 08/22/2024

  We sincerely apologize for the inconvenience caused by our customer not receiving their online order #*********. We've conducted the lost package investigation with our Carrier, ***** to ensure that we are holding them accountable to their part in us fulfilling our customers' orders. We will be processing a refund today back to the original payment used on their web order to get them fully taken care of. Please allow up to 3-5 business days for this to reflect back into their account. We truly appreciate our customer's time and patience.
  

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22159252
  
  I am rejecting this response because: I should be refunded the entire order amount. $79.98. You only refunded me for the shoes. I should not have to pay for the shipping when I never got the shoes. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/21/2024

  We sincerely apologize for the unexpected delay in responding. We have processed the refund for the ***** Express Next Day Air shipping fee of $24.99 today, 9/21. Refunds can take up to 3-5 business days to reflect back into our customer's account depending upon their financial institution. We truly appreciate Mr. ******* time and patience regarding this matter.

• Initial Complaint

  Date:08/13/2024

  Type:Billing 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 wanted to purchase a pair of shoes at Little Burgundy using two gift cards on August 2nd, 2024. I went to the cash register to pay and my debit card that was in my wallet was accidentally tapped for $194.01.The cashier assured me that she would void the transaction and I wouldnt be charged. I paid for the shoes using my gift cards and exited the store. I immediately checked my bank account and noticed that the $194.01 had already been pulled out of my account. I went back to the store to ask for a refund but they refused and insisted I needed to wait 2-3 days. This seemed very wrong to me as it is impossible to void debit transactions, especially when the money has already been pulled from the account. I couldnt argue with them anymore so I left. I was double charged for $194.01 on both my debit and a gift card. I called my bank after this incident as well and they also confirmed that the money had left my account and that it is not possible to void a debit transaction. I waited 3 days and still did not receive my money back as I expected. I went back into the store and tried to ask them to refund my money back. They refused and tried to ask me to continue waiting but I persisted. They contacted their customer service over the phone where they said they started a refund inquiry and I should receive my money back within 5 days. It has now been 5 days and I still have not received my money back. Ive worked retail for many years and I find their response to this situation to be really disgusting. They have stolen my money and are trying to get me to forget about it. The refund should have been processed via the payment terminal the very same day I was accidentally charged. Im at a loss and dont know what to do anymore. $200 is not a small amount and I am not rich, those shoes were a splurge for me. This is very upsetting.

  

  Business Response

  Date: 08/22/2024

  We sincerely apologize for the unexpected delay and inconvenience caused by our customer being double charged. We reached out to our ********************* on 8/14 to have the additional charge reversed. They confirmed the request was sent to our Credit Card processor Company on the same day. This refund typically takes up to 3-5 business days to reflect in our customer's account. We were able to confirm the reversal was successfully processed on 8/17 back to the customer's credit card 5704. We truly appreciate our customer's time and patience throughout this process while we worked diligently to get it resolved.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22127172
  
  I am rejecting this response because:
  This is a blatant lie on the part of the business and I am shocked. It has been 5 business days since the 17th and I STILL have not received my money back. 
  

  I have attached proof to this email showing that there is ONLY a charge of $194.01 they owe me and NO refund. It is an absolute lie and I will not let them get away with taking my money. 
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 09/04/2024

  We sincerely apologize for any confusion or frustration caused by this issue. We aim to provide the most accurate information possible to our customers whenever they reach out to us. Our Accounting team did submit the reversal request as mentioned on 8/14. Our Credit Card Processor account confirmed the refund of the $194.01 was successfully reversed from our Account on 8/17. Attached is the screenshot of all charges and refunds processed on our customer's card ending in 5704 with the last one being a refund on 8/17. We truly appreciate our customer sending us screenshots of their account reflecting the charge of $194.01 on 8/2 for their purchase that was made on 8/2 for the stylish XT-6 Sneakers in Black in size 4.5. With this showing as reversed on our end, our customer will need to reach out to their financial institution for further assistance. 

• Initial Complaint

  Date:08/07/2024

  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.

  On 7/28/24 I went into Journeys to purchase some shoes as a gift at the store located on ********************************. They didn't have the size I needed in stock so online ordering and free shipping to my door was offered. I paid a total of $152.32 and the shoes were to be delivered through ***** within 3-5 business days. The shoes were delivered shortly after on 7/30/24 but not to my address, the one given at check out. Instead the shoes were delivered to a locker room and placed on the floor on top of another package via the photo delivery proof ***** sends NOT in a secure locker to ensure safety of the package. A few hours later I went to pick up the package but they were no where to be found. I contacted ***** and was told to contact the sender directly. After initially contacting Journeys and being passed on to 3 different customer service ***** I was told that due to ***** having taken a photo as "proof" of delivery there was "nothing" they could do to help me in regards to issuing a refund or a replacement package. After some more persistent and repeated emails THEN Journeys mentioned they could "file a claim with ***** by submitting a Lost Package Inquiry for this missing item". Since this was supposed to be a gift I would simply like a replacement package if possible first or second a refund.

  

  Business Response

  Date: 08/22/2024

  We sincerely apologize for the unexpected delay in responding and the inconvenience of our customer not receiving their Special order #************. We understand the frustration of not receiving a package that we are anticipating especially when it is a gift for someone we love. We did conduct the lost package investigation with our Carrier, ****** to hold them accountable for their part in our fulfilling your order. With us not being able to require a package to be delivered to a secured locker, we will be processing a refund to take care of our customer in the form of a check. The check will take about 3-5 business days for us to receive from our ********************** Once received, we will be shipping it to our customer with ***** Express *************************** and emailing them the tracking details to track their refund to their home. To ensure that all future orders are received that are shipped with ****** we recommend for our customers to either manage their delivery to be held at their local ***** location, place a Buy Online Pick up in Store/Buy Online Ship to Store order, or place a Special order in store to ship to store. We truly appreciate our customer's time and patience.

  Customer Answer

  Date: 08/22/2024

   
  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,
  
  *****************************

  Customer Answer

  Date: 08/23/2024

  Thank you for you help resolving this matter! I will be moving soon as of 8/24 and would hate for the check to get lost in the mail or sent to the old address. If the check for the refund amount has not yet been sent out could it be delivered to my new address *************************************

  Thank you!

  Customer Answer

  Date: 09/01/2024

  I have yet to hear back from the company about them issuing me a refund check and it has been some time now. Could I receive an updated on when they plan to issue me my refund please?

  Customer Answer

  Date: 09/19/2024

  Hello this is in regard to a complaint filed earlier in August complaint ID ********. The company in regards offered to refund me a check for the amount I originally paid which was satisfactory but I have yet to receive any refund or any communication regarding that matter.

  

  Business Response

  Date: 09/19/2024

  We sincerely apologize that your initial refund check was sent to your previous address. We have requested for this check to be voided today, 9/19/24. We have attempted to call the customer to confirm the best day and estimated time he would like to return to his original selling store #**** in ****************************. Once we have this information, our Customer Experience Specialist will work with this location to set up the in-store refund and then provide our customer with the confirmation. We truly appreciate Mr. ********* time and patience.

  Customer Answer

  Date: 09/30/2024

   
  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. I was able to get in touch with the business customer service line and inform them that the check was forwarded to the new address and I was able to deposit it before it being voided. This was before they had officially reached out to the BBB with a formal response.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/30/2024

  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.

  I placed an order on July 23, 2024 for 5 pairs of shoes. The shoes I received incorrect were a pair of Hey dudes little kid size 12. On July 26, 2024 when I received the shoes they were a youth size 5. I informed journeys on July 27, ********************************************************************************* to be refunded. They told me I could go into a store to return them. I informed them that per the federal trade commissions, I am entitled to either a refund or the correct product without having to return the incorrect item received. I told them I need my correct item shipped ASAP or a refund as this was not what I paid for. They doubled down and said I could take it down to the store.

  

  Business Response

  Date: 07/30/2024

  We sincerely apologize for any inconvenience caused by you receiving the incorrect item for your order *********. Regarding the request to return the incorrect item, this request is our normal protocol in hopes to receive the incorrect item back in our inventory. We appreciate our customer sharing the Federal Trade Commissions' article with us. As requested, we have processed exchange #********* for the correct item HEYDUDE ********************* Leather Casual Shoe - Little Kid / Big Kid - Tan in size 12 today. The customer will receive an email confirmation as well. Once this order has shipped, they will receive their tracking confirmation as well. We truly appreciate their time and patience.

  Customer Answer

  Date: 07/30/2024

   
  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,
  
  *********************************

• Initial Complaint

  Date:07/25/2024

  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.

  Delivery issue with this company!!!!I ordered two pairs of shoes from them, and the first pair arrived on the 5th with no issues, on the 11th, the second pair of shoes get delivered but when i go to check my front door, no package is outsides. Do the tracking and see the picture and noticed that it's not my door. Instead of ***** delivering the shoes to apartment 302, they instead delivered it to 202. While I tried on my part to get the shoes from the neighbor, of course she denied ever having a package at her door. It would be different if it was an error on my part and I entered the incorrect address, but this is an error on ***** part and as a customer, I should not have to take the loss. I spoke with ***** (supervisor) at Tier3 and his reply was the picture is of a door that is the same as the first delivery. Of course it's going to look familiar, I live in an apartment complex. He states that ***** cannot show the address in the picture, but you would think that Journeys would require the apartment number for proof that it was delivered to the correct door, especially if it's a large apartment complex.

  

  Business Response

  Date: 08/03/2024

  We sincerely apologize for the inconvenience of our customer not receiving their order #************ work with our *************** to confirm any delivery issues to hold them accountable to our agreement. Although, we have received their update that they denied our Lost package claim, we will be taking care of you with a full refund on 8/3. We truly understand how frustrating this can be and want to make sure that we get you taken care of. You will receive an email confirmation of the return being processed as well. Please allow up to 3-5 business days for this refund to reflect in our customer's account. We highly recommend for our customers who have experienced a lost package to either manage their delivery with a free ***** account to be held at their nearest ***** pick up location, place a Buy Online Ship to Store or Buy Online Pick up in Store orders to be picked up in their local Journeys store, or place a Special order in their local store to be shipped to store to help ensure that they receive any future orders that are delivered with *****. We truly appreciate our customer's time and patience.