Business Profile

Retail Shoes

Shoe Carnival, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

64 total complaints in the last 3 years.
21 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.

Initial Complaint
Date:02/28/2025
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.
12/07/2024 ORDER ******* ********* I live on a rural road and this package and another were delivered beside my mailbox, essentially right beside the road. This mailbox is about 100 yds from my house and I can only see the very top from my house. Of course neither package was there when I went to get them. I contacted both companies. The other company, whose item was much more expensive, made me whole with no problems. I have made several attempts to get Shoe Carnival to give me a refund. All they’ve done so far is to look at ******* records and repeat to me that it was delivered. That doesn’t mean that I actually received the package. I made a complaint with ***** , but I can’t receive a refund from them. It has to be the shipper - Shoe Carnival. I don’t understand why a company as large as Shoe Carnival wouldn’t refund my money and then file their own claim with *****. I think I deserve a refund.
Business Response
Date: 03/03/2025
Hello,
We are sorry to hear that your order was not received. Return order # ******** has been processed to refund the amount of $74.19 back to your ****** account.
Thank you.
Customer Answer
Date: 03/05/2025

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 don’t think it should have taken my going to this level. Hopefully they’ll improve in the future.

Sincerely,

****** *********
Initial Complaint
Date:02/11/2025
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.
***** ********* Upon receiving my daughter’s shoes. I started to donate all of her old ones to literally find out shoe carnival sent me 2 left shoes in 2 different sizes! Leaving my daughter NO shoes to go to school in! So I was running to the dollar general at the last second to send her to school in something. I expect this to be fixed immediately. I also expect some form of compensation as I’m running to the dollar store having to spend extra money!!! This is utterly UNACCEPTABLE!!!! Your employee had literally 1 job!
Business Response
Date: 02/11/2025
We apologize that you received 2 left shoes and know that causes an inconvenience.
We see that you contacted us about this on 2/10/25 and an agent created an exchange to address the issue. The replacement pair will be sent after the original one is received and processed at our returns center.
We are able to offer you 20% off of your next order. We have noted this in your account and you would just need to let us know you have placed an order. We will then to an adjustment to the order and it would then settle for less than the authorization amount.
Thank you for your patience and understanding.
Customer Answer
Date: 02/11/2025

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

I am rejecting this response because: I had to already buy my daughter another pair of shoes. So I need a refund.

Sincerely,

******* *****
Business Response
Date: 02/11/2025
We are able too cancel the exchange you requested and then initiate a return instead. You will need to contact Customer Service via phone at ************ ******* chat via the site, or email at ****************ShoeCarnival.com if you choose to cancel the exchange and do a return.
Customer Answer
Date: 02/12/2025

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

I am rejecting this response because: yet again not my fault but I have to do the work y’all could have done in the first place? It is not my fault your workers failed to do their job in the first place. I will not call again to spend hours on the phone with a sick throwing up child in the background. So yet you still have failed to come up with a resolution, knowing you have a work around, but want the customer to do the work when the customer did nothing wrong but receive a faulty/inadequate item. I would like to know who orders 2 left shoes only and not only that but 2 different sizes when CLEARLY that’s not what I paid for!

Sincerely,
******* *****
Business Response
Date: 02/12/2025
We are sorry that the solution does not meet your approval. We are only able to offer an exchange or return and are not able to process either of those options without the shoes being sent back. We are still offering a discount of 20% on a future order.
Thank you for your understanding.
Customer Answer
Date: 02/12/2025

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

I am rejecting this response because: they won’t give a shipping label to send the shoes back for refund.

Sincerely,

******* *****
Business Response
Date: 02/12/2025
A prepaid return label was created and emailed on 2/10/25, when the exchange was created. It was sent to the email on the order ************************), see attachment 1.
This is a link to the label included in the email:
https*****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
Should you not be able to access the link I have included the label as attachment 2.

Customer Answer
Date: 02/13/2025

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

I am rejecting this response because:
This is not a label for a refund only replacement. Once the label is fixed for a refund I’ll gladly send them back. We got new shoes from *******. As I won’t risk this huge mistake happening again due to your facilities negligence.
Sincerely,

******* *****
Business Response
Date: 02/13/2025
As stated previously, you may change your mind and cancel the exchange and do a return. In order to do that please contact us at ************** ***** via email at ****************ShoeCarnival.com, or via chat on our site (available on the customer service page).
Thank you
Customer Answer
Date: 02/13/2025

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

I am rejecting this response because:
Business is neglecting to resolve the issues and never issued any form of apology or money back even with returning the shoes that can absolutely not be used, I will still not receive my money back.
Sincerely,

******* *****
Business Response
Date: 02/13/2025
We did apologize in the first response, please see first response below. We have also offered a refund once the shoes have been returned. The current exchange would need to be canceled and a return created in it's place. That may be done by contacting an agent via phone at ******************* emailing ****************ShoeCarnival.com, or going to the Customer Service page on the site and connecting via chat.
Thank you
This message originally read on 2/13/2025
We apologize that you received 2 left shoes and know that causes an inconvenience.
We see that you contacted us about this on 2/10/25 and an agent created an exchange to address the issue. The replacement pair will be sent after the original one is received and processed at our returns center.
We are able to offer you 20% off of your next order. We have noted this in your account and you would just need to let us know you have placed an order. We will then to an adjustment to the order and it would then settle for less than the authorization amount.
Thank you for your patience and understanding.
Initial Complaint
Date:01/21/2025
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 online order. The shoes were shipped however speaking with *** ** they have lost my package. *** ** will not allow me to file a claim because I’m not the sender. When I called shoe carnival they will not file the claim because it’s day 9 not day 10. Even though *** ** says they have lost it. Poor customer service is the best I can say. So I’m out $80 or spend another hour on the phone tomorrow trying to get it addressed. Pathetic
Business Response
Date: 01/21/2025
We are sorry to hear that you had issues with the delivery of your order. We are unable to offer refunds or reshipments until the standard delivery timeframe for an order has passed. The ***** tracking (*************************************************************************************) for the shipment shows your order was delivered on 1/19/25 at 3:23 PM. Please let us know if you need any further assistance.
Customer Answer
Date: 01/21/2025

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:01/16/2025
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 order for shoe carnival online on 1/4/2025. The entire process from start to finish has been the biggest headache I have ever experienced with a company. First, my order never appeared on my shoe carnival account online, so it looked as if it didn’t exist, and I was never sent any follow up emails to update me on order status, tracking, anything. I had to make multiple calls just to follow up on where my order was as 2 shoes arrived within 2 days, but 2 other shoes took over 14 days to arrive! One of the pairs of shoes had a ripped box all over which was horrible quality and presentation, but my biggest problem with the company is that they sold and sent me a pair of shoes that looked damaged, used, dirty, and completely unacceptable in appearance. The bottoms had spray paint all over it and had gray streaks as if they were worn, and the front of the shoes had areas that were faded off or something. Customer service made me email a bunch of pictures, and said they’d get back to me in 24 hours. We’re going on 4 days now and noone reached out so I had to call yet again, come to find out that my return request was being denied with NO EXPLANATION NO ATTEMPT TO RESOLVE THE PROBLEM OR SATISFY THEIR CUSTOMERS, nothing! I am extremely disgusted and upset with the treatment and refusal to do any further follow up or to take my claims seriously and offer a solution.
Business Response
Date: 01/16/2025
We apologize for the issue you had with your order. After reviewing our case notes (including the pictures sent) we are refunding your order. The refund may show in multiple credits, but the total will be the same as your order. Depending on your bank, you should see the refund(s) in 3 -5 business days.
Thank you for your patience
Customer Answer
Date: 01/17/2025

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:12/30/2024
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 12/8/24 I ordered 3 pairs of shoes - one men’s pair and two girls pair. On 12/9/24 I received an email saying the men’s pair had shipped and it gave a ***** tracking number. On 12/26/24 the men’s pair was delivered and I received an email saying such and that the two girls pairs are still being processed. I thought it was strange I hadn’t received any tracking for those two pairs yet so I checked on the Shoe Carnival website and it showed my whole order as being complete! This concerned me since I had not received those two pairs of girls shoes. I called customer service and spoke to a representative named ******* He told me it was indeed strange because there was no shipping or tracking information for those two pairs. He put me on hold a more times than I can count and then asked me if I’d like the shoes resent or just a refund. I asked for them to be resent. Then after being on hold again, he tells me he can’t do anything until the tracking is investigated. Then he tried to end the call. I was confused and even more concerned so I asked how could the tracking be investigated if there was no tracking? He just kept repeating that it would be investigated and take 3-5 business days. I said never mind I’d like my money back - he said I could not have my money back so I asked to speak with a supervisor. ******* came on the line and told me the two girls pairs were delivered the same day I placed the order and an email was sent with a picture of the delivery. I never received that so ******* forwarded it to me and it was a picture of someone else’s porch. I confirmed that was not my house and ******* said he’d escalate the issue and I’d get a call back in 24-48 hours. No one called. I tried to call again on 12/27/24 and was disconnected. I just want my money back, this is awful.
Business Response
Date: 12/30/2024
We apologize for the issue you had with the delivery of the 2 pairs of girl's shoes on your oder.
We have refunded for the two pairs. Depending on your bank, you should see the credit to your account in 3-5 business days.
Thank you for your patience and understanding.
Customer Answer
Date: 01/02/2025

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

I am rejecting this response because: I have been promised a refund prior and still have not received my money back.

Sincerely,

******* *****
Business Response
Date: 01/02/2025
The refund was transmitted on December 30th, 2024 11:***** AM CST. See attachment.
Initial Complaint
Date:12/19/2024
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 ordered shoes from shoe carnival order date 12-14-24 total $80.20 with order number ********** The order shows it was delivered and has not been received. I checked everywhere and with neighbors. I have tried contacting shoe carnival several times and no success. This has been very frustrating and I will buy shoes somewhere else. I’m just hoping to get my money back from not receiving what I ordered.
Business Response
Date: 12/20/2024
We apologize for the issue you had with your order.
A refund was issued on 12/19/24, to refund order # ************** Depending on your financial institution you should see the refund in 3-5 business days.
Thank you for your patience and understanding.
Customer Answer
Date: 12/20/2024

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:12/18/2024
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 made a purchase on 12/15 they were 2 pairs of boots but only received one I reached out to let them know and was told someone would reach out to help me via email .. later I received an email from ******** "We have confirmed that your order was successfully delivered to the correct address" I was so confused and that point because I never said it was delivered to the incorrect address I told them I was missing a pair of shoes I have the chat script saved... Was told they cannot offer a reshipment which is frustrating as this was suppose to be a Christmas gift.. buyer beware
Business Response
Date: 12/18/2024
We apologize for the confusion on our response to your contact.
We are showing that your order arrived in 2 separate packages, both delivered on Tuesday December 17th. The tracking shows both packages, stacked on each other left at the residence.
************************************************************************************* *************************************************************************************
Thank you for your understanding.
Customer Answer
Date: 12/19/2024

********** ********
I am rejecting this response because: I only received one of the packages not 2 packages so I don't know what to do is there anything I can do I tried contacting ***** the carrier and they directed me to the seller

Sincerely,

********* ******
Business Response
Date: 12/19/2024
The proof of delivery for the tracking on both packages shows them delivered together, see attachments.
Customer Answer
Date: 12/19/2024

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

I just spoke to my neighbor and they told me some of there packages have been stolen they have a camera and I'm thinking mine was stolen too.. I will be filing a police report as soon as possible and would appreciate your assistance with the investigation.
Sincerely,

********* ******
Initial Complaint
Date:12/16/2024
Type:Customer Service 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 Dec 2 I ordered 3 pairs of shoes, 2 pair were identical but different sizes a 12 and a 10.5. I received 2 tracking # one for the 2 identical pairs and 1 for the other pair. I received on pair of the identical shoes Dec 6. I emailed about the other 2 on Dec 7 after calling and waiting on the the phone for 45 minutes.On Dec 9 I received the other pair of shoes with the other tracking number. So now I have 2 tracking numbers that show delivered but only 2 pairs of shoes. So I called again and gave up after 30 minutes of waiting on hold and emailed again. I never received a response from the emails. So on Dec 13 I called and waited the 45 minutes and finally someone picked up the phone. I was put on hold 3 times and in the end I was told my case would be escalated and I would hear something within 48 hrs I did not hear anything so I called back on Dec 13 after waiting again I long time and was told the case had been escalated but there was no word. I emailed again and again no response so out of being ignored I am filing this complaint.
Business Response
Date: 12/17/2024
We apologize for the trouble you had receiving all of your order and for the agent dropping the ball in responding.
Based on the last contact we see that an agent reached out to reship your missing shoes and offered an appeasement. Please let us know if there is anything else we can do for you.
Thank you for your patience and understanding.
Customer Answer
Date: 12/20/2024
* ********** ********

I am rejecting this response because:
I RECEIVED $18.35 WHICH IS NOT WHAT IS STATED. I DID FINALLY RECEIVE THE SHOES. But I agreed to accept the reship at no charge but then I am not given the full amount of what was stated in the email . I AM deeply disappointed in your company customer service .

Business Response
Date: 12/20/2024
The credits were issued separately, but the full amount was issued. Please see attachment. Thank you for your response. We have created a reship of your item with expedited 2-3 business days shipping. You will receive new tracking info to your email when the item ships out. We have also appeased your order 20% ( $23.99) for the inconvenience. You will see this reflected as a refund back to your original form of payment, Visa in 3-5 business days.

Thank you for your patience and understanding. Please let us know if there is anything else we can help you with. For immediate assistance, please call us at ************** ****** and our Customer Service Team would be happy to help you.

Sincerely,

*******

Shoe Carnival Customer Service
************** ****** ********************************
Customer Answer
Date: 12/20/2024

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. Although, for the record they did not issue an additional credit until I complained it was not the full amount they had stated . So their comment of issuing full credit is false as I do not have the second credit in my bank as of now but will be expecting it.

Sincerely,
******* ****
Initial Complaint
Date:11/19/2024
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 11/14/24, I purchased a pair of Nike children's shoes for $64.07 from Shoe Carnival online. When the shoes arrived on 11/18/24, they were poorly packaged—there was no protective paper, no stuffed paper on the inside and the shoelaces were undone and messy, as if the shoes had been tried on. Since this was a gift purchase, it is embarrassing to give someone an item that looked like it had been carelessly thrown in a box. I should not have to make the product look presentable; I paid for a new item, and that’s what I expected to receive, a presentable item. I reached out to customer service to express my concerns. ***** ** ******* spoke with me earlier on 11/18/24 and reassured me multiple times that issuing a credit for the inconvenience shouldn't be a problem. After our call, I sent pictures as requested, but I received no response. ***** also mentioned that I should be contacted within an hour, and the issue would be resolved by the end of the day—neither of those things happened. I initiated another call an hour before closing and spoke with a representative who informed me the credit was declined because there was nothing wrong with the shoes. The issue was never with the quality of the shoes, but with the presentation. I requested to speak to the supervisor to obtain a name and employee #. I was transferred back to *****, who informed me that he did decline the credit. At that point, I requested a full refund and indicated my intention to return the shoes. If a company cannot take pride in how they deliver their product or offer a satisfactory resolution when poor service is rendered, that includes accountability, then your customer service model isn't about the customer. Not only was I not satisfied with this transaction, but even more annoyed ***** wasted my time. He insinuated the issue would be rectified and then turned around and declined to do anything. He didn't bother to contact me with his decision, which is unprofessional and discourteous.
Business Response
Date: 11/19/2024
We apologize the shoes were not sent in the condition that was expected.
The agent you were communicating with created a return as stated in the email that was sent on 11/18/24 (attachment 1). There was an automated email sent to the email address on the order when the return was created with a return label.
Thank you for your patience.
Business Response
Date: 11/19/2024
We apologize the shoes were not sent in the condition that was expected.
The agent you were communicating with created a return as stated in the email that was sent on 11/18/24 (attachment 1). There was an automated email sent to the email address on the order when the return was created with a return label.
Thank you for your patience.
Customer Answer
Date: 11/19/2024

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

I am rejecting this response because: While I appreciate the very general apology, it doesn't rectify or acknowledge anything I mentioned in the complaint. I am aware the return process was initiated, because I requested it and already mentioned that in the original complaint. I also already have the email with the return label. This response is not satisfactory; despite my complaint being valid or not to the company, it is important to me as a customer. As most, I order products for convenience. With inflation and cost rise with most products, companies should want to make sure at the very least they are delivering a quality product with a decent presentation. Regardless of the priority level my complaint has been given, it shouldn't be dismissed with the underwhelming response that was provided.

Respectfully,
****** ********
Customer Answer
Date: 11/19/2024

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

I am rejecting this response because: While I appreciate the very general apology, it doesn't rectify or acknowledge anything I mentioned in the complaint. I am aware the return process was initiated, because I requested it and already mentioned that in the original complaint. I also already have the email with the return label. This response is not satisfactory; despite my complaint being valid or not to the company, it is important to me as a customer. As most, I order products for convenience. With inflation and cost rise with most products, companies should want to make sure at the very least they are delivering a quality product with a decent presentation. Regardless of the priority level my complaint has been given, it shouldn't be dismissed with the underwhelming response that was provided.

Respectfully,
****** ********
Initial Complaint
Date:11/14/2024
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 ordered shoes through their online website on 9/8. They claim the product was shipped on 9/12 even though the fedex tracking number they supplied me with still said awaiting carrier pickup. Several weeks later I check my email and they never sent me anything saying it was delivered. When I use their website i eventually click my way through a bunch of fluff and see they claim it was indeed delivered. Fedex tracking number is still saying the same thing 3 months later. I never signed for anything, I have cameras and never saw anything delivered either yet they won't reimburse me claiming I received the package.
Business Response
Date: 11/14/2024
We apologize for the confusion surrounding you not receiving your order.
We are showing a contact about this order on 10/24/24. We responded the following day (10/25/24) asking for an address verification that same day in order to address the issue. We did not receive a reply until 11/14/24, please see attachment. We are happy to assist via that email thread or if you would like to call us at *********************
Thank you for your patience and understanding.

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Shoe Carnival, Inc. is NOT a BBB Accredited Business.