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.

  PO Box 731 Nashville, TN 37202-0731

  
• 

  Genesco, Inc.

  6555 E Southern Ave #2404 Mesa, AZ 85206

• 

  Journeys

  3229 Bel Air Mall # G10 Mobile, AL 36606

• 

  Genesco Inc.

  3929 McCain Blvd North Little Rock, AR 72116-8071

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:01/11/2024

  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 an order on Dec 09th for my sons Christmas gift. At the time of placing my order online, it stated that my order would be here with in 3 to 5 business days. I have reached out to customer service on several occasions. After my 3rd attempt of texting someone I was told to call the corporate number. On Dec 22nd I was told that they would expedite my order and I was placed hold so that he could get a tracking number. Since it was the Holidays he explained that it would be Wednesday no later than the end of the day when I would receive it. I called Dec 26th the following Tuesday to check the status of my order. The young lady told me that my order was scheduled to arrive on Wednesday the 27th. She said no later than the end of that day. Wednesday Dec 27th has come and gone and I still did not receive my order. I called today and spoke with *******. He said he was the supervisor and that my order was at ****** That they were preparing it to be shipped on tomorrow. I wanted to know why the many delays. He replied with something having to due with ****** However, the associates before him stated it was the Journeys store. ****** thought that a **** coupon off ***** coupon would be suffice for my 14 year old son not receiving his Christmas gift on time. I think it was the fact that he said that made it that more hurtful. He lacked common courtesy and apparently sympathy. People work to hard for their money to deal with employees like him. I called back to see if I could get a refund. The young lady said that I would need to receive an order, that is constantly be delivered but never showing up, to return instore. I don't think I would advise anyone to purchase from this especially online.

  Customer Answer

  Date: 01/23/2024

  What information is needed for 21068430.

  You have the name of the store with the complaint, Journeys.

  I don't understand what your asking 

  

  Business Response

  Date: 01/25/2024

  We sincerely apologize for your experience regarding your online order ********* as well as your experience with our **************** Representative *******. After reviewing your order notes, your order was originally shipped on 12/10/23 by our fulfilling location. Unfortunately, we were not able to locate the original tracking information due to a system error. On 12/21/23, we received your package at our ***************** From the 12/21/23 through 12/29/23, we see there were several avoidable issues with communication to you regarding this order. We truly apologize for this. We will do our due diligence to get this addressed on our end to ensure this does not happen moving forward. We truly appreciate you taking the time to inform us of your experience and give us this opportunity to grow towards provided excellent customer service to each and every customer we are graced to encounter. As a thank you for your time and patience, we will be emailing you a $40.00 Journeys gift card which can be used in-store or online and will not expire. The email containing the gift card will show from ********************************************* Be sure to check your spam or junk folder if you do not see it in your primary. You can expect to receive it by the end of the day 1/25/24.

• Initial Complaint

  Date:01/10/2024

  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.

  01/04/2024 $85.00 I placed an online order to be picked up in store. I received a email stating Id be notified once my order was ready for pickup. On 01/05/2024 I hadnt received any notification from Journeys. I checked the status online. It informed me my order was cancelled. My money was taken off the card made unavailable to me. I reached out to the customer service team. I inquired why I wasnt notified about the cancellation. Had I been notified I couldve chosen to pick up at another location. My money was withheld without any goods being given.

  

  Business Response

  Date: 01/20/2024

  We sincerely apologize for the inconvenience and the unexpected delay in responding. The cancellation email is an automated process and should have been received at the email address on your order #*********: ****************. We have been advised by previous customers that this email can get pushed into their spam or junk folder when they are not able to locate it in their primary. Regarding the authorization hold, it is process that is implemented to ensure the funds are available for payment once the item ships. Once the order is cancelled, it typically takes up to 3-5 business days to reflect back into the account depending upon the financial institution. We hope that this authorization has fallen off your account. If not, please send us a screen shot of that authorization including the date of this pending transaction for us to review and find a resolution for you. We truly appreciate your time and patience.

• Initial Complaint

  Date:01/10/2024

  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 an order (*********) for a pair of boots on 12/02/2023. On 12/05/2023 my order had supposedly shipped, however they never provided a tracking number. After waiting for two weeks, I finally contacted them and they said they would open an investigation and I had to wait 2 days to hear back. After their investigation concluded, they agreed that they had never actually shipped out my boots and they would be getting shipped out priority. Its been another 2 weeks and I STILL havent received any sort of update on that. *** contacted them two more times and Ive been straight up IGNORED. I want my money back ASAP.

  

  Business Response

  Date: 01/20/2024

  We sincerely apologize for the unexpected delay in responding here for your refund issue. We are grateful to confirm that we were able to process ********************** refund on 1/4/24 back to the original **** ending in ***** used on the original online order #*********. We cannot thank ****************** enough for your time and patience throughout this entire process. We will continue to pursue excellence as we continue to grow as a Company and hope that ****************** will be able to see the fruit of that growth if she should choose to shop with us again in the future.

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of Crocs on 12/28/23 for the amount of around $49.00 dollars. The Order# is ********* . I clearly ordered a Womens size 10 which is a Mens size 8. What I ordered is not what i received on 12/31/23 . I instead received a Womens size 8 Mens size 6. I am now expected to do the job of their employees whom evidently didn't feel like doing their job that day and find a way to return their item. I asked could someone for example( fed ex) pick the package up from my door? I was told " NO" and that they would not issue a refund nor send correct item until the item that i didn't ask for is returned. I would like the correct item or refund from Journeys. I nor anyone should ever be inconvenienced because someone failed to do their job!!!!! Im a very busy lady. I should not have to find away to return their Crap!!!

  

  Business Response

  Date: 01/11/2024

  We sincerely apologize for ********************* experience with our Company. We truly appreciate her time and patience while we resolve this matter of the wrong size shipped. After looking into the issue provided by *****************, we can confirm our company usual procedure for incidents like these is to request the item to be returned back to shipper. Once the item is in transit our team would issue a replacement or refund. Nonetheless, we would love to still offer our assistance with getting ***************** taken care of with an exchange as a one-time courtesy without having to return the original item sent. A new order has been created with new order number *********. We appreciate ********************* feedback regarding this matter to provide us with the opportunity to grow as a Company.

• Initial Complaint

  Date:01/10/2024

  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 12/23/2023 @ 11:25am I purchased converse sneakers. Journeys is 90 minutes from my home. I gave employees my cell number and email address and they couldn't find me. Told me to go home and start new account. I didn't get my points. I do have account and found it. I called 800 # they would not give me my points. Told me to go to store. I was not driving ***************************************** to come back to store to do refund and rebuild sneakers. Again not driving 90 minutes just for points. If I did drive that I would return them and go somewhere else to buy them without the hassle. Thank you to Journeys for ruining a Christmas gift. Never shopping in your store again after such horrible customer service

  Customer Answer

  Date: 01/10/2024

  I asked to be contacted by business you closed case 

  Customer Answer

  Date: 01/18/2024

  Genesco I ********* 

  

  Business Response

  Date: 01/20/2024

  After looking into this situation, we were not able to locate an order placed online or in store on the provided date or time. We sincerely apologize for the frustrations caused by this issue. We are more than happy to assist with providing the mentioned points once we are able to locate the mentioned order. We would need the following information to try and assist with locating the order: 1. Last four digits of the credit card used on the purchase. 2. Name and email used on the mentioned order as the provided information did not pull up an order.  

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21052626
  
  I am rejecting this response because:

   

  i didn't place order online or in store order.

  I physically bought sneakers in the store at *************** in ************* **. With a sales associate. On Dec 23, **** at approximately 11:00am. I walked into store on my 2 feet.

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

  

  Business Response

  Date: 01/27/2024

  We appreciate you providing us that clarification. We sincerely apologize for any confusion or frustration caused by the miswording of our previous request. Although we were not able to locate the mentioned purchase made on 12/23/23, one of our representatives has manually updated your points on your Loyalty account by adding 640 points on 12/24/23. We truly appreciate your time and patience.

• Initial Complaint

  Date:12/22/2023

  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 have been contacting Journeys since November ***** delivered my package to the wrong location and somehow its my fault both times they delivered to the wrong address all I get is sorry we can't do anything for you it's your fault how is it my fault and I even went through a step verification with ***** and sent them where i live and yet its my fault this company is beyond horrible

  

  Business Response

  Date: 01/01/2024

  We sincerely apologize for the unexpected delay in responding to this complaint from our customer, *****************************. Our **************** team was able to take care of ****************** with their requested exchange order ********* on 11/24/23 to the same address from their initial web order #*********. The replacement order was delivered to the address provided ************************************************************************ on Wednesday 11/29/23 at 11:57 AM with ***** tracking #************. We sincerely apologize for the frustration caused by ****************** not receiving either of her orders. In an effort to take care of our customer, we will process a refund back to the original payment used on their initial order #********* today, 1/1/24. Please allow up to 3-5 business days for this refund to reflect back into our customer's account depending upon their financial institution. Please note any future orders sent to the previous noted address will not be refunded or replaced. We truly appreciate *******'s time and patience with our Company,
  
  

  Customer Answer

  Date: 01/03/2024

   
  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:12/13/2023

  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 purchased shoes in-store on 12 Nov. 2023 (order # ********_2_1847_2_6292).I returned the shoes and they were received by ****************** I was refunded $50 less than I paid.******** & ****** is aware of it, because I called in twice to get help and was assured that they would return me the entire money owed me.However, it is now past the 5- to 7-day period during which I should have received the correction. Since I already spent close to 40 minutes in phone calls and the matter has not been resolved, I am seeking the full refund for the returned items as soon as possible.Thank you.

  

  Business Response

  Date: 02/27/2024

  Hello,

  The additional $50 refund was processed on 2/2/2024 to MasterCard ending in 0904. It can take 2-4  business days for the refund to reflect in the account. Please ask Mr. ************** to review his statement. The refund could be from ******** & ****** or our parent company Genesco. 

  Thank you,

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

  Customer Experience Supervisor

  ******** & ******

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

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 20995385
  
  I am rejecting this response because:

  It is a useless response coming in several months after the fact; I had to call the company again and try once more with customer service, who finally gave me my money back. I already know I got a refund. Please step up your service. 

• Initial Complaint

  Date:12/13/2023

  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've ordered these items and have not received. Beginning to think there's a scamer involved that they are a part of and need your help. Note the site address.

  

  Business Response

  Date: 02/27/2024

  Good Afternoon,

  The screenshots provided show a website not affiliated with ******** & ******. Our only website is www.johnstonmurphy.com. Some other screenshots show pricing that is very inconsistent with ******** & ******. For example, our XC4 H1-Luxe Hybrid shoes are $169.00 not $25.00. We will report this fraudulent site to our legal team so it can be shut down to avoid any other issues. We'd advise the customer to request a charge back from their financial institution. We can assist with placing an order by calling *************** or by visiting www.johnstonmurphy.com. 

  Thank you,

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

  Customer Experience Supervisor

  ******** & ******

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

• Initial Complaint

  Date:12/07/2023

  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 purchased 8 pairs of shoes from Journeys on 11/24/23. My purchases are gifts for Christmas. I have received 6 of the 8 pairs of shoes. I am missing 2 pairs of mens size 12 shoes that journeys said were delivered by ***** on 11/28/23. The missing shoes are mens ****** X_PLR Athletic shoe - white cloud for $59.98 and mens ****** swift run 1.0 athletic shoes - grey/sliver for $69.98. The order came in multiple shipments. The shipment that was supposed to have the missing shoes also had a pair of kids size 3 white vans that did get delivered. After contacting customer service they pretty much said there is nothing they can do other than open an investigation that will take 12 business days because they could not tell from the delivery picture wether the shoes were delivered and all of the shoes should have been in one package together. None of the shoes I received from journeys came packaged together even if they were shipped together. Each box of shoes came packaged in a bag individually. I was told if I dont hear from them after that I need to contact them again. So in other words maybe they will make it right maybe they wont and probably will not get them before Christmas given the timeframe I was told. I called again 12/3/23 because I dont think this is a reasonable response for their mistake and was told there is nothing they can do. So I did my own investigation. I have attached an image of the receipt that shows the store and the employee that pulled the order. I have also attached an image of the ***** package information. It shows that there was only 1 package that weighted 2lbs with the dimensions of 15x8x6in. There is no way that there could be 3 pairs of shoes in that package. I checked another shipment from them that contained 2 packages each with 1 pair of shoes that weighted 2lbs each for a total 4lbs. This clearly tells me they never sent the shoes I paid for. In a matter of minutes I was able to figure this out. Horrible customer service.

  

  Business Response

  Date: 12/08/2023

  We sincerely apologize for the frustrations that ****************** has experienced with our Company surrounding their web order #*********. After beginning the investigation, we did confirm the items were not shipped by our fulfilling location and a refund for both items: Men's ****** X_PLR Athletic Shoe - Cloud White in size 12 and Men's ****** Swift Run 1.0 Athletic Shoe - Grey / Silver in size 12 was processed on 12/3 back to the Klarna card that was used on the order. We will be addressing the error with you being refunded instead of a replacement being sent out as requested to ensure that we help eliminate this from happening again. We have confirmed that we have plenty of inventory left for both items if you would still like to purchase them. We will be sending you a Journeys gift card in the amount of $24.99 to cover the Next Day Air Express shipping fee if you place the order in-store or online to ensure that you receive them before Christmas before the end of the day, 12/8/23. The email containing the gift card will show from ********************************************* our gift card vendor. Be sure to check your spam and junk folders if you do not see it in your primary. We truly appreciate your time and patience.

  Customer Answer

  Date: 12/11/2023

   
  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:11/27/2023

  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 have been waiting anxiously to order my dream Uggs I saw it was finally stocked and they canceled my order with no explanation. No back order nothing. Just canceled. I've never had a company do this ?? This is absolutely insane and their own error to play with feelings like this. I relied on your company for my own gift and this is absolutely worst treatment that you can do to your customer. You should have AT LEAST placed me on backorder and asked me to wait not do this. Unprofessional horrible company I will never ever use again. Order number *********

  

  Business Response

  Date: 11/27/2023

  We truly apologize for the inconvenience our customer, *********************, has experienced due to their order being canceled. Whenever we are advised the item is out of stock and provided a backorder date from the vendor, we will cancel any order that is affected by this emptied inventory issue. Orders will be placed in a backorder status if the vendor has provided us with a tentative backorder date for the listed item. Unfortunately, we were not provided this information. We appreciate your feedback and time.
  

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20909886
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

  i would have taken size 8 which was fully in stock when I placed order but you provided zero options or exchanges. This business being so absolutely unprofessional and horrible. Due to their error not only my order was canceled I missed out on next size up which I would have gladly taken! Now I'm left without shoes and this business is giving no options for their own errors 

  

  Business Response

  Date: 12/07/2023

  We completely understand your frustration with our current process for back ordered items. We take this feedback seriously and will do our best to continue to improve our process in the future. Unfortunately, at the time of your order cancellation, we canceled what was ordered and did not have the option to provide you with alternative options. Whenever our customers' orders are placed on backorder and have been marked for cancellation, an automated email is set to be sent to the email address on the order. We regret to hear that you did not receive this notification and are unable to explain in depth why this occurred.

  After looking into the mentioned size 8, this size is now also completely out of stock, and we have not been informed by the vendor that they will be replenishing our inventory with this item. We currently have a size 9 available if you are interested. If so, we are more than willing to provide you with a discount to purchase this size for the desired Women's Classic Ultra Mini Platform Boots in Beige. We also have the Women's Classic Mini Platform Boots in Dark Cedar in size 7 and 8 available at this time as well. Please let us know if any of these options are acceptable for you to then be provided with a discount to purchase either online or in-store.