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:11/22/2023

  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 placed an online order from Journeys, which is a shoe store, and the order was shipped via ****** ***** delivered my order to the wrong address (I know this based on the photo that was provided by ***** driver) and Journeys refuses to replace my order and refuses to refund my money. I paid for an order that I never received, and they essentially stole from me.

  

  Business Response

  Date: 11/22/2023

  We sincerely apologize for the frustrations caused by **************** not receiving her order that marked as delivered with ***** tracking #************.We understand how frustrating it can be to not receive a package that we have been anticipating. We have made the decision to go ahead and get **************** refunded for their order #********* that was not received. All future orders will need to be shipped to a different address or placed in one of your local stores to have it shipped to store to be considered for replacement or refunding. You may also manage your tracking number one *****.com to be held at a ***** location whenever they are used as the carrier. The refund can take up to 3-5 business days to reflect back into your account depending upon when the financial institution releases the funds back to you. We truly appreciate ******************** time, feedback and patience.

  Customer Answer

  Date: 11/29/2023

   
  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:10/04/2023

  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.

  Purchased Birkenstocks 9/4/2023. Item marked as delivered 9/13/2023. Box was completely empt when I received it. Journeys customer service refuses to help me or refund/replace this package I spent $200 on.

  

  Business Response

  Date: 10/04/2023

  We sincerely apologize for Mr. ********************************* frustrations with our Company. We want to thank you for taking the time to inform us of your experience. It truly is this type of feedback that continues to challenge us to continue to do all that we can to equip our team on what world-class customer service does and does not embody. Based on our current lost package policy with our carrier, ****** a package with clear picture proof of delivery of any package(s) are typically not refunded or replaced. Without picture proof of delivery, we would file a lost package claim with the carrier to confirm inaccurate delivery and if approved we would refund or replaced based on the customer's desired resolution upon completion of the investigation. However, we will be processing your refund of $170.15 today, 10/4/23, back to the original payment used on your online order #********* for the missing Birkenstock Boston Soft Footbed Clogs in Taupe. Refunds can take up to 3-5 business days to reflect back into the customer's account depending upon when the financial institution releases the funds. We truly appreciate ************************ time and patience.

  Customer Answer

  Date: 10/05/2023

   
  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,
  
  Skylar Clarillo

• Initial Complaint

  Date:10/04/2023

  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.

  Purchased new shoes for $64.56 on 7/30/23, by 8/2/23 shoes begin to fall apart. Contacted Journeys on 8/3 to exchange shoes. Journeys required pictures and receipt information. Provided information and received approval to return defective shoes and Journeys would replace once they received defective shoes. Returned defective shoes and Journeys received the shoes on 8/11. I called/emailed weekly and did not receive replacement shoes. On 8/20 I requested a refund and the refund was approved. I provided credit card information for the refund and was told it would appear in 3-5 days. I called weekly but did not receive a refund - Journey representatives explained they were looking into the issue. As of 9/28 no refund has been issue, I've been told the issue has been escalated yet again.

  

  Business Response

  Date: 10/04/2023

  We sincerely apologize for the frustration our customer; ************** has experienced with our Company. In addition, we sincerely apologize for the unexpected delay we have experienced with processing her refund. On 9/28/23, One of our Managers with **************** set up for **************** to return to her local store #****, *************** - Kidz location to get our customer taken care of. The store location has been emailed **************** purchase information to ensure an expeditious refund to any tender she prefers in the amount of $64.56. We truly appreciate her time and patience with our Company. 

  Customer Answer

  Date: 10/05/2023

   
  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:09/19/2023

  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.

  My wife had bought me a pair of Hey Dudes for my birthday back in October 2022. I only wear them for special occasions and never in the rain/snow. I went to put them on a few weekends ago, and had noticed that my one sole had started coming apart from the shoe itself. Since then, I had emailed them, tweeted them and attempted to call them back on 08/10/2023. I was told to reach out to the store that my wife had bought them from and they can issue a warranty replacement. We called Journeys and was told that it was a Hey Dude issue and they cant do anything and refused to even ATTEMPT to offer some kind of resolution. My wife and son got them for me since Im a military veteran with constant back issues and thought maybe they would help with it.

  

  Business Response

  Date: 10/12/2023

  We sincerely apologize for **************** experience with our Company. We truly appreciate his time and patience while we resolve this matter of the damaged item. After looking into the issue provided by ************, we were able confirm the reason there was difficulties processing the exchange in store is because it was not meeting our return/ exchange policy time frame. For clarity Journeys provide 30 days from the purchase date to process returns or exchanges for defective items. After the 30 days the customer will have to reach out to the manufacture to be assisted with the return/ exchange. Nonetheless, we would love to still offer our assistance with getting ************ taken care of with an exchange as a one-time courtesy with the receipt. Our Customer Experience Specialist, ***********************, will follow up with ************ with providing the next steps on returning the item in order to get the exchange processed via email. We appreciate **************** feedback regarding this matter to provide us with the opportunity to grow as a Company.

• Initial Complaint

  Date:09/11/2023

  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 received boots as a gift. Two speed hooks came out with minimal use. I could have fixed them myself but contacted the company to see if they wanted to fix the problem. They stated they would gladly exchange them or give me a gift card at the last sale price if I returned them. They then sent me a gift card for a fraction of what it would cost to replace them and refuse to send my old boots back to me to fix myself. So I figure the scam works as this: sell murchandise that fallls apart, say you will replace them, never state you will only be given a fraction of the means to do so, thus ensuring that you have to spend more money in there store. They made it sound like they were genuinly sorry and never once warned that you will be given only a $50 gift card, ensureing you will still have to spend over $100 in there store. Furthermore, I believe the last sale price being only $50 is a lie. If you look at their sales, none of them are even close to that cheap. So to sum up, they offer replace or exchange faulty products, then keep and refuse to send back your product you want replaced, then force you to spend more money to replace your product. It is a clever scam.

  Customer Answer

  Date: 11/13/2023

  This was resolved. The company reluctantly gave me a proper refund.

• Initial Complaint

  Date:08/30/2023

  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.

  On Wednesday August. 23,2023 I contacted the customer service number ****************) regarding my order (order # *********). My order contacted 2 pair of shoes for my daughter for back to school ( a pair of pumas and a pair of hyper champion raw pink shoes). My package was delivered on Wednesday 8-23-23 by fed ex, however upon opening my package I only received 1 pair of shoes ( the pumas) and my other pair was missing. I contacted the customer service number to advise them of the issue and I spoke with *****. I advised him of my issue and he basically placed me on hold the. Came back to the phone and proceeded to tell me he versed fed ex sent my package and its nothing they can do. I advised him yes I did receive my package however a pair of shoes is missing from my order. ***** called me a liar! I was extremely upset ?? as I paid for 2 pair of shoes and only received one. While waiting to speak with a supervisor I called the store that sent out my package ( the *** deal ***** location store #****) and spoke with ***** who I made aware of the situation and she confirmed that my shoes was indeed mistakenly left out of my package and they had the shoes at the store. She apologized for the inconvenience and offered to hold them for me to pick up. At this time I was transferred over to **** who ****** supervisor I again advised her of the issue and how ***** told me I was lying, **** apologized and contacted the ****************** store and had them overnight my shoes to me as they were indeed left out of my package Im error.i have no issue with the mistake we are all human however I have a very big issue with ***** calling me a liar and he didnt even try to assist me or help me resolve the issue! I had to call the store on my other phone while on the phone with him to resolve it myself! I paid for my shoes and I am *********** receive them. I have never experienced been called a liar by a rep and turns out I was indeed correct and he didnt even apologize.

  Customer Answer

  Date: 08/30/2023

  Store name: Journeys 

  location:  *******************************************************************************

  order number: 514754749

  

  Business Response

  Date: 09/01/2023

  We sincerely apologize for ************************ experience with our Company. We truly appreciate her time and patience while we were resolving the customer service complaint. We sincerely apologize for this less-than-favorable experience youve had with our customer service representatives. Our number one priority is to provide world-class customer service to those who shop with us. To reach this goal, we expect our representatives to be understanding of our customers needs and know our processes and policies. We take all feedback we receive seriously, as this allows us to better shape and grow the experience, we offer our customers. We have made it a priority to report all that youve shared to this agent's Direct Manager, who will be able to take appropriate action and address these issues at a personal level. Once again, you have our apologies for this experience youve received; this type of negativity does not stand for what Journeys represents. You have our thanks for sharing your feedback with us. 

• Initial Complaint

  Date:08/08/2023

  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.

  Company has horrible customer service i ordered my toddler some limited edition crocs for his birthday didnt send me tracking or anything and then they didnt get to me and deny sending me a replacement or refund

  Customer Answer

  Date: 08/08/2023

  I ordered online from journeys dont know any of the info

  

  Business Response

  Date: 09/01/2023

  We sincerely apologize for ************************** experience with our Company. We truly appreciate his time and patience while we worked on a investigating her concerns. We were able to verify that the package with tracking number ************ was delivered to the address provided on the order with Picture Proof of Delivery from ****** Due to our new policy put in place since we have confirmation of the order being delivered our customer service team was unable to assist ********************** with a replacement. Nonetheless, we would love to still offer our assistance with getting ********************** taken care of with a refund as a one-time courtesy. At this time we would not be able to issue a replacement because the item ********************** is completely out of stock. However, we will have a refund issued back into the original form of payment as a one-time courtesy. Please note any future order processed to be shipped to the same address will be denied if they get lost or stolen. We appreciate ************************** feedback regarding this matter to provide us with the opportunity to grow as a Company. 

• Initial Complaint

  Date:08/01/2023

  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 am writing this letter to formally lodge a complaint against Journeys regarding an order I placed on July 12, 2023, for the amount of $126.53 order 514416091.Tracking information from ****** on July 16, 2023, I was notified that my package had been delivered to my front door. Regrettably, upon checking my front door, the package was not there. To validate the delivery status, I reviewed my security camera footage, which clearly indicates that no ***** delivery was made to my home on that day. The package was left at an unmarked location with no building number or landmark, and this location was not related to my address.As a responsible customer, I promptly reached out to both ***** and Journeys to resolve the issue. However, I encountered a frustrating runaround, with both parties shifting responsibility to each other. Journeys eventually agreed to conduct an investigation into the missing package but provided no concrete updates or assistance throughout the process.On August 1, 2023, I received an email from Journeys stating that they will not replace my item. This response is deeply unsatisfactory, as it does not acknowledge the fact that ***** delivered the package to the incorrect address. The evidence from my photo clearly shows that the package was left outside a random door, nowhere near my designated delivery location.I disagree with Journeys assessment that this issue is my error. The fault lies with the delivery service's failure to follow proper procedures and deliver the package to the correct address. I refuse to accept any financial loss or go without my ordered item due to their negligence and lack of responsibility.I request that the Better Business Bureau intervene in this matter and urge Journeys to reconsider their decision not to replace my item. I have been a loyal customer of ********************** and this unfortunate incident has tarnished my opinion of their customer service and reliability. I expect an the replacement of my ordered

  

  Business Response

  Date: 08/12/2023

  We sincerely apologize for the frustration and confusion ************** has experienced with our Company. In full transparency, we did receive a denial from our carrier as a positive delivery to the correct address on 7/28. Great news! ***** sent us an update regarding this claim on 8/10 stating that it was approved. Your replacement order #********* has been processed with upgraded Second Day ********* shipping. You will receive your email confirmation shortly and your tracking details will follow once it has been processed. We truly appreciate **************' time and patience as we worked with our carrier to resolve this matter. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20407060
  
  I am rejecting this response because:

  To begin with I am a Male and not a Female. ********************* I have reached out to both parties & Journeys would respond with we are unable to help you, even after ***** furnished several documents to support to that the order was not delivery. After ***** approved my claim, Journeys continued to deny any claims and stated continuously it was delivered to your address and we cannot reopen another claim. With proof that it was not delivered Journeys appeared very dismissive. I did not receive notification of a replacement but also Journeys stated that the issue was the apartment number was missing in my order. So if the replacement was sent, what apartment was it sent to so that it would not get lost in transit again?   
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/01/2023

  We apologize for the misgendering error that was done on the reply to the initial BBB complaint, and we appreciate you correcting us in this error. We also want to apologize for any confusion regarding the lost package. Due to our new policy put in place since when ***** has confirmation of the order being delivered our customer service team is unable to assist with a replacement or refund. However, under further investigations, ***** was able to provide us with a new update on the claim where Journeys was able to assist with the replacement. After further review it looks like when the replacement was done we had it shipped to the same address. However, it shows it was held at a ***** hub and picked up and signed by ************** on 8/17/2023 at the ***** Office in ******************************* *********, **.  We sincerely apologize for any inconvenience this has caused **************. We appreciate ****************** feedback regarding this matter.

• Initial Complaint

  Date:07/19/2023

  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.

  6/21 Order # ********* placed with Journeys for 2 pairs of shoes to come in separate shipments. Total $88.68.6/24 Delivered via ***** (************) at 10:29am. I check my front door; it is not there. I look at photo provided and it is not my home; I have never seen the area in the picture. Begin chat with ************************** and Lost Package Inquiry started 6/25. To receive results by 7/11. Contacted several times about no update between 7/12 and 7/18.7/18-Email stating "According to our records, ***** has denied your lost package investigation. Per ***** tracking # ************ package was delivered to the address that was on the order. At this time, we will not be refunding or replacing your order. Please contact us if you have any questions or concerns. It is case # ********.I called Journeys ***************** Representative I spoke to stated that the results of the inquiry are set in stone. I asked if we can re-open the case, or start a new one, so that I can provide a picture of my home so that they can compare it to the photo provided by ***** and see that it was not left at my home. She states that she is a supervisor, they dont look at photos and she is unable to re-open or start a new claim.I called ***** ***************** Because it has been more than 1 week, they are not able to start a claim for reimbursement. I send a text to Journeys and they state, Lost Package Claims are sent to ***** for them to complete their portion of the claim, and the results are sent to us and then reviewed by our order management team and I am provided the phone number to Journeys ***************** I contact ***** **************** to ask if there are any associated claims made by Journeys, to which they tell me no. I text Journeys **************** and they say they are unable to assist with a refund or replacement for this order due to the confirmation of the package being delivered correctly.

  

  Business Response

  Date: 07/19/2023

  We sincerely apologize for ****************** experience with our Company. We truly appreciate her time and patience while we resolve the lost package investigation. After looking into the issue provided by **************, we were able to approve her refund for the lost package investigation and successfully process it back to apple pay that was used on her original order #*********. We sincerely apologize for the error and delay with the lost package investigation. We appreciate ****************** feedback regarding this matter to provide us the opportunity to grow as a Company with situations like this moving forward. If you did not receive the refund that was processed on our end, please follow up directly with our Customer Experience Specialist, ***********************, for direct assistance. We appreciate your time and patience.

  Customer Answer

  Date: 07/26/2023

   
  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:07/14/2023

  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 placed a large online order with multiple pairs of shoes and a clothing item. The orders were all split up from different stores and came in 4-5 seperate orders. On 7/7 I had a pair of shoes delivered to my apartment. Our building REQUIRES all packages be placed in ************** lockers to ensure a secure recovery of our packages. The shipping carrier did not deliver my package correctly and as a result I was unable to find my package. It is 7/14 today. I have contacted Journeys several times to come to a resolution and each time I have received the same generic answer that they cannot help me since there is a picture of delivery (incorrect delivery). I now have to file a chargeback with my card while this escalates. DO NOT SHOP AT JOURNEYS. As a buisness there is certainly more that can be done to rectify the situation. I wasnt even requesting a refund just a reshipment of my shoes. I was even willing to pick them up elsewhere.

  

  Business Response

  Date: 07/19/2023

  We sincerely apologize for Ms. ****** experience with our Company. We truly appreciate her time and patience while we worked on a investigating her concerns. We were able to verify that the package with tracking number ************ was delivered to the address provided on the order with Picture Proof of Delivery from ****** Due to our new policy put in place since we have confirmation of the order being delivered our customer service team was unable to assist Ms. **** with a replacement. At this time since Ms. **** has filed a chargeback we would not be able to override and assist with either refund or replacement. We sincerely apologize for any inconvenience this has caused Ms. ***** We appreciate Ms. ****** feedback regarding this matter to provide us the opportunity to grow as a Company with situations like this moving forward.

  

  Business Response

  Date: 07/30/2023

  We appreciate Ms. ****** feedback regarding her experience with our Company. We truly apologize for the frustration she has experienced due to not receiving her package. As previously mentioned, whenever a chargeback has been filed, we are not able to further assist until that has been closed out. We are more than happy to assist Ms. **** if the chargeback has been closed and her bank has not already taken care of her with a refund. We appreciate Ms. ****** time and patience throughout this process.