Complaints
This profile includes complaints for Genesco Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 98 total complaints in the last 3 years.
- 32 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/10/2023
Type: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 drove from *********** to **** to pay 70 dollars for some shoes at the journeys kidz in the ************** and ****************************************************************** a few days to get into **** but I got there before the thirty days was up and when I got there the girl was so rude she just looked at the shoes and was like umm no Im not accepting those back I said excuse me?! You have a thirty day money back guarantee on your receipt and she refused so I may need to talk to my lawyers at legal shield to see what is the next step after this.
Business Response
Date: 04/14/2023
We sincerely apologize for **************' experience with our Company. We truly appreciate her time and patience while we worked on a resolution for her defective item. After looking into the issue provided by **************, we have followed up with her to provide us more information to assist her with a return or exchange for the damaged item. Our Customer Experience Specialist, ***********************, will follow up with ************** with providing the next steps on returning the item in order to get the exchange or refund processed as a Courtesy once we receive more information the the receipt. We appreciate ****************** feedback regarding this matter to provide us with the opportunity to grow as a Company.Initial Complaint
Date:03/09/2023
Type: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.
Absolutely disgusting I am waiting on the refund of my lost package and journeys is not responding the lost package I even filed a police report 13-2245789001 Order #: ********* | Order date: Mar 1, 2023 ************************* I need a full refund back to my original payment method Im done.Business Response
Date: 03/13/2023
We apologize for the frustrations ****************** has experienced with not receiving their order #*********. In an effort to hold our employees and Carrier accountable, we will begin a lost package investigation to have them verify where the package was delivered. We will review everything processed on our end as well as have our ******** ***** verify if the package was misdelivered and can be redelivered before we take action with the customer's desired resolution upon completion. This investigation can take up to **** business days to complete and will ensure that we are providing our customers the most accurate information to eliminate any further frustrations regarding their order. We were advised on 3/3 by a ********************* that a police report was filed and we would need to contact their lawyer as our agent entered the incorrect address on the order. We've included a screenshot of the order details that shows the address provided to the BBB by ******************. In an effort to take care of our customer, we have gone ahead and processed a full refund in the amount of $171.19 back to the original **** payment used on the order ending in ****. We've been advised by Accounting this can take up to 3-5 business days to reflect back into their account depending upon when the financial institution releases the funds back into their account. We would also suggest if ****************** should choose to place another order with us to place the order in one of our store locations to ship to store to ensure it is received. We truly appreciate our customer's time and patience throughout this process.Initial Complaint
Date:02/01/2023
Type: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 boyfriend purchases a pair of $150 shoes on 12/10/22 from the Journeys store in ****** ** for my Christmas present. They were out of stock and would be shipped. The shoes never arrived. On 12/31/22 I called Journeys ************. Per representative, shoes were delivered and investigation will be started as they were not received. On 1/9/23 I called again and spoke to ******* who stated this was day 6 of investigation, takes 12 business days. On 1/18/23 I called again and spoke to *******, she stated shoes will be shipped out again and I will receive email. On 1/20/23 I called and spoke to ******* who stated he was a supervisor and takes 2-4days for the email w shipping information On 1/24/23 I called and spoke to ****. On 1/30/23 I called and spoke to ******* who stated per supervisor will get tracking# via email by end of business on this day. On 1/31/23 I called as no email received. I spoke to ******* who stated per inventory team, sent for shipping. No tracking number is available. Still no shoes and still no email or communication from Journeys.Customer Answer
Date: 02/02/2023
Store address as requested. This is also on receipt attached w complaint. Journeys #***. 3340 ******************************************************Business Response
Date: 02/08/2023
We sincerely apologize for Ms. ********** experience with our Company. We truly appreciate her time and patience while we resolving the lost package investigation. After looking into the issue provided by Ms. ********* we were able to confirm her replacement was successfully reshipped on 01/31. Replacement typically take 1-2 business days of processing and 3-5 business days for it to arrive via ***** mail. We sincerely apologize for the delay with fulfilling your order, but are grateful to read that our **************** team was able to submit the appropriate request after speaking with you on 01/31 to have your replacement issued. Our records with the replacement tracking #************ shows it was fulfilled on 02/01 and shipped and delivered on 02/03. We appreciate your 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 replacement that was processed, please follow up directly with our Customer Experience Specialist, ************************ for direct assistance. We appreciate your time and patience.Initial Complaint
Date:01/26/2023
Type: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, I ordered 2 pairs of shoes from Little Burgundy, and my order number is *********. One pair of the shoes I ordered was delivered to the wrong unit (there's a photo taken of the front door of the unit it was delivered to). I called little burgundy right away and asked to track my order. I let them know one of my items was missing, and they said they were going to investigate until February 6th - not to mention I called them on January 23rd. ***** kept calling me while I was at work and kept asking me questions - I complied. I even went and spoke to my neighbour, he claimed he did not have it. am I supposed to go to war for a pair of shoes that I paid for? anyway, ***** told me on the phone to call little burgundy and ask them to give me a refund/replacement. Little burgundy refused, until February 6th. I want my money back.Business Response
Date: 02/08/2023
We sincerely apologize for **************** experience with our Company. We truly appreciate her time and patience while we were resolving the lost package investigation. After looking into the issue provided by ************, we were able to confirm her refund was successfully processed on 02/06 back to the credit card ending in **** on her original order #*********. Our lost package investigations take **** business days to complete. It shows the lost package investigation was started on 01/19/2023, which would make the 12th business day 02/06/2023. We sincerely apologize that you did not receive the package, but are grateful to read that our **************** team was able to submit the appropriate request after speaking with you on 02/06 to have your full refund processed. We appreciate your 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 on 02/06/2023, please follow up directly with our Customer Experience Specialist, ***********************, for direct assistance. We appreciate your time and patience.Initial Complaint
Date:01/19/2023
Type: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.
Good evening I came into Journeys inside the ****************** on 1/18/2022 their was a lady name ***** who was extremely disrespectful when me and my family asked for help. She said I don't have to f****** help you when we asked for multiple sizes to try on. We always spend money in this establishment and that is extremely unacceptable. I want her to be fired asap or I will be getting the whole store shut down immediately.Customer Answer
Date: 01/19/2023
Journeys
3320 Brunswick pk
Lawrenceville ** 08648
Business Response
Date: 02/11/2023
We sincerely apologize for the delay in getting back to ********************. We have been working with our District manager of the mentioned store location and HR to help address this issue appropriately. With this issue escalating to HR, someone from either HR or our District Manager will follow up with our customer regarding this matter. We appreciate ******************** time and patience as we continue to work diligently to resolve this matter.Initial Complaint
Date:01/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased two pairs of converse online for my kids to be delivered to their dads house I received shipping notification however the sneakers never delivered I paid $109 for them. The company sent me emails asking me what I would rate my experience as and at that point I said I never even received them that I called the company the journeys company is who Im referring to I called journeys and I told them they went on to say that they had to start an investigation it would take nine days its been nine days they go on to tell me now after originally telling me that I would be looking for an email from them that actually Im gonna be looking for an email from ***** Im really upset because my kids were excited for the sneakers and I have yet to receive them and theyre giving me such a runaround by the time everything is done it will be a month and Ive been waiting to receive a refund because I certainly dont wanna deal with waiting again for these shoes to come Id rather get my money back and purchase them in store the worst situation of all with this however is having a representative tell me that sometimes customers are just not honest and could say they didnt receive something when they actually did so they had to investigate it we are not those type of people and that is very upsetting how dare they speak to me in such a way and how dare journeys allow people to be employed with their company speaking to customers in such a way I have spent so much money with journeys out the years to feel they never valued me as a customer . My feelings are truly hurt I have you my money you gave me no sneakers id like my money backBusiness Response
Date: 02/08/2023
We sincerely apologize for ******************** experience with our Company. We truly appreciate her time and patience while we were resolving the lost package investigation. After looking into the issue provided by ****************, we were able to confirm her refund was successfully processed on 01/23 back to the credit card ending in **** on her original order #*********. Our lost package investigations take **** business days to complete. It shows the lost package investigation was started on 01/05/2023, which would make the 12th business day 01/23/2023. We sincerely apologize that you did not receive the package, but are grateful to read that our **************** team was able to submit the appropriate request after speaking with you on 01/23 to have your full refund processed on 01/23/2022. We appreciate your 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 on 01/23/2023, please follow up directly with our Customer Experience Specialist, ***********************, for direct assistance. We appreciate your time and patience.Initial Complaint
Date:12/15/2022
Type: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.
Order shoes from Journeys on Nov 22nd for my grand daughter's christmas present. on Nov 23rd received email stating they received my order. Also on Nov 23rd received email stating:Great news, ****!Your order is on its way to you! Tracking info for Order #********* can be found below, please allow ***** hours for tracking updates. in which it provided a tracking number. So fast forward to doday Dec 12, i still have not received item and there is no further tracking info so I called ***** and they said item is still with shipper is needed to contact them. i contacted Journeys and was told that due to so many orders for holidays they were backed up. So as i wasnt satisfied with that answer i called back and then was told the order had not been processed because it was not in stock. she didn't understand why the status was shipped and given a tracking number. This is absolutely unacceptable and now my granddaughter will not have the shoes she wanted and now it's too late to try and find them to have them shipped before Xmas. I am requesting a refund and let them know i will never shop there again.Business Response
Date: 01/30/2023
We sincerely apologize for Ms. ****** experience with our Company. We truly appreciate her time and patience while we resolve the system issues hindering ** from receiving her BBB complaint in a timely manner. After looking into the issue provided by Ms. ***** we were able to confirm her refund was successfully processed on 12/15 back to the credit card ending in **** on her original order #*********. We sincerely apologize for the error with fulfilling your order on 11/23, but are grateful to read that our **************** team was able to submit the appropriate request after speaking with you on 12/12/22 to have your full refund processed on 12/15/22. We appreciate your 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 on 12/15, please follow up directly with our Customer Experience Specialist, ************************ for direct assistance. We appreciate your time and patience.Customer Answer
Date: 01/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have decided I will never do business with the company again.
Sincerely,
*************************Initial Complaint
Date:12/13/2022
Type: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.
So I ordered 2 pair of uggs from journeys and they both didnt show up I contacted ***** after I contacted the shipper and they told me to do lost package which I already did but I nothing was received on ***** in and I was supposed to get a replacement pair of both uggs and I never received a email for it.Business Response
Date: 02/08/2023
We sincerely apologize for ******************** experience with our Company. We truly appreciate her time and patience while we resolving the lost package investigation. After looking into the issue provided by ****************, we were able to confirm her first order # ********* replacement for the lost package investigation was successfully reshipped on 12/20/2022 and marked as delivered by ***** tracking# ************ on 12/29/2022 and states it was given to customer. For **************** second order # ********* we also processed a replacement, however, the item was out of stock causing it to be canceled. Instead a refund was successfully issued on 12/23/2022 and processed back to the **** card ending in ****. We sincerely apologize for the confusion on both orders, but are grateful to read that our **************** team was able to submit the appropriate request after speaking with you on 12/20/2022 to have your replacement issued. We appreciate your 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 replacement that was processed, please follow up directly with our Customer Experience Specialist, ***********************, for direct assistance. We appreciate your time and patience.Initial Complaint
Date:10/03/2022
Type: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.
The beginning of August I purchased a 4pc sonic backpack for my son. It was Roughly $42. After about 3 weeks of school, the small front pocket started peeling on the inside. I had to purchase my son another backpack.Journeys stated they cannot offer and refund until they receive the backpack back. I asked them to mail me a label as I have no printer access. They still emailed me a label. After asking a 2nd time the rep I spoke with stated they cannot mail them,But she would as a Courtesy. A week goes by and I reach back out to Journeys. The next rep ****** they emailed the label. If I wanted a physical label it would **** days!! I've already waited a week! Their reps messed up twice!Customer Answer
Date: 10/17/2022
QUESTIONS:
1. Have you heard from the company? No
2. If yes, are you satisfied with their efforts to resolve your concerns? I have not heard from the company.
If not, please provide a detailed explanation.
I am still waiting for a full refund for this backpack that is broken!Business Response
Date: 10/18/2022
Hello *********,
We appreciate you bringing this to our attention. Journeys sincerely apologize for any confusion this has brought. Typically we do request to send the item back first in order to process the refund. However, as a one-time courtesy, you do not have to worry about sending the item back to our warehouse. We have gone ahead and issued a refund back to the Mastercard ending in **** for the total amount of $42.40. You have our thanks for sharing your time and feedback with us. If you have any further questions or concerns, we are more than willing to offer our assistance.Initial Complaint
Date:09/22/2022
Type: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 recently bought a pair of boots from Little Burgundy at the beginning of December and I noticed the tracking said delivered with signature but I didn't receive anything that day. Usually when ***** does deliver to my home, they require a buzz code to "legally" enter the building, so they say, but I didn't even receive any buzz call that day. I decided to contact Little Burgundy about this and they asked ***** for an investigation.The result of the investigation claimed I successfully received my package and Little Burgundy says they will not be able to help me with a replacement item or a refund. I am still left here with no product and no money.Product_Or_Service: Blundstone 584 Winter Boots in Brown ************* #*********Business Response
Date: 10/18/2022
Hello ******,
We sincerely apologize for the confusion this has caused. Upon reviewing your order, we see a return was issued back to the original form of payment which was Paypal. The return was issued on 01/06/2021 at 9 pm with invoice number ********. Paypal returns typically take 3-5 business days for the funds to be released. However, we have been told it could take up to 30 business days. However, since it has passed the timeframe we recommend getting in contact with Paypal regarding the return and providing the invoice number provided. If in the case they are unable to assist, we will need pictures of your bank statements showing the fund was not released. This will help us see what other options we have to further assist you. We greatly appreciate your time and patience. If you have any further questions or concerns, we are more than willing to offer our assistance.Customer Answer
Date: 10/19/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
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