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Business Profile

Wholesale Shoes

Genesco Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Genesco Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Genesco Inc. has 1584 locations, listed below.

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    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 Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/18/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 in march and have not received my order and journeys refuses to refund or send a replacement, they claim they have had missing packages before in which I have not ever with journeys

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 9, 2022/09/02) */
      We sincerely apologize for our customer, ***** *******, frustrations with our Company. The lost package investigation is in place to ensure we are holding our Carrier, *****, accountable for accurate deliveries. Upon reviewing our customer's order history, we did find that online order # ********* was shipped to the same address: *********** Dr. ******, PA ***** was not received upon delivery. To ensure our customer is taken care of, we did process a full refund for the latest order #511781791 of $84.98. We recommend Ms. ******* process all future orders/transactions in one of our store locations to ensure their items are received. Any future orders delivered to this address will not be refunded or replaced. We truly appreciate Ms. *******'s time and patience.


      Business Response /* (1000, 10, 2022/09/02) */
      We sincerely apologize for our customer, *************, frustrations with our Company. The lost package investigation is in place to ensure we are holding our Carrier, *****, accountable for accurate deliveries. Upon reviewing our customer's order history, we did find that online order # ********* was shipped to the same address:***********************, PA ***** was not received upon delivery. To ensure our customer is taken care of, we did process a full refund for the latest order #********* of $84.98. We recommend Ms. ******* process all future orders/transactions in one of our store locations to ensure their items are received. Any future orders delivered to this address will not be refunded or replaced. We truly appreciate Ms. *******'s time and patience.


      Consumer Response /* (2000, 12, 2022/09/06) */
      Good after noon. I do accept the solution but my only problem is the card I used for the transaction is my old debit card so Im not going to get the refunded money. Im not sure what I can do about this.


      Consumer Response /* (3000, 13, 2022/09/06) */
      Good after noon. I do accept the solution but my only problem is the card I used for the transaction is my old debit card so Im not going to get the refunded money. Im not sure what I can do about this.


      Business Response /* (4000, 15, 2022/09/12) */
      We truly appreciate our customer, *************, for her time and patience regarding this matter. The refund for the lost package has been issued back to the bank account of the card that was used during the purchase. On 09/06/2022 we see that our customer contacted us regarding the refund and was informed that, as long as the original account associated with the original credit card used is still active, then the financial institution would still be able to refund the same account. To ensure our customer is taken care of, we have sent a follow-up email to see if the funds have been released; if not we can provide an alternative option in order for us to get the customer refunded.

    • Initial Complaint

      Date:08/11/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 the bag from Johnston & Murphy about 2 years ago. The book bag develop some internal defects that led to an escalation call to Johnston and Murphy. The Johnston & Murphy associate asked me to return the bag and it would be replaced. Upon returning the bag I'm told it cannot be replaced and Johnston and Murphy will not return the original bag that I sent in. I've been calling since March of 2022 seeking resolution and the return of my original bag as I no longer require or desire a new bag from Johnston and Murphy. Every time I call I'm told a supervisor will return my call and I have yet to hear back from a supervisor. I'm unsure as to why I cannot have my bag returned to me if they are unable to assist or help in the matter of the defect.

      Business Response

      Date: 09/13/2022

      Business Response /* (1000, 10, 2022/09/13) */
      Hello!

      In our initial conversation with Mr. ******** on 3/28/22, he called in to explain the issues experienced with his bag. At that time, we offered to reimburse him for the repair costs if he were to take it locally to be repaired. Months later, Mr. ******** called back to inform us that he was unable to get it repaired locally and we offered to exchange the bag for a J&M Gift Card of equal value. On 8/11/2022, a supervisor contacted Mr. ******** regarding the issue he had with his bag. We understood his frustration regarding the entire experience and apologized for the inconvenience. He was under the impression that he was sending the bag back to be exchanged, and not for a gift card of equal value. So, after discussing the matter in detail, we elected to send Mr. ******** a backpack from our current collection in exchange for the backpack he returned. He is a very loyal J&M customer and has shopped with us for many years, so he was extremely happy that we were able to resolve his issue!

      Kindly,

      J&M Customer Experience

    Genesco Inc. is BBB Accredited.

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