Complaints

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

close

Find a Location

Genesco Inc. has 1584 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Genesco Inc.

  535 Marriott Dr Nashville, TN 37214-5092

  
• 

  Genesco Inc.

  PO Box 731 Nashville, TN 37202-0731

  
• 

  Journeys

  3229 Bel Air Mall # G10 Mobile, AL 36606

• 

  Journeys

  32 College Rd STE 4 Fairbanks, AK 99701-1745

• 

  Journeys

  5111 Rogers Ave STE 138 Fort Smith, AR 72903-2033

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:08/04/2025

  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 online order with journeys which was shipped via ****** According to the tracking information, the package was marked as delivered. However, when I checked an hour or two after the delivery time on the same day, the package was not there. I contacted both ***** and Journeys to resolve the issue. ***** denied the lost package claim, and Journeys refused to refund me the order, despite the fact that I never received the merchandise. The delivery was completed without signature or any secured delivery method. I have made every reasonable effort to resolve this matter directly with Journeys, but I am left without the products I paid $343.15 for. I believe this is unfair business practice and a lack of customer protection, especially considering the value of the order. I hope Journeys can have some generosity or courtesy in refunding me for this issue.

  

  Business Response

  Date: 08/04/2025

  We sincerely apologize for the inconvenience caused by not receiving your recent order (#*********). According to ***** (tracking #************), the package was marked as delivered to the address provided on Sunday, 8/3/25 at 10:27 AM. We understand how frustrating it can be when a package does not arrive as expected. Although we have procedures in place for situations like this, we want to make things right. As a courtesy, weve gone ahead and processed a refund today, August 4, in the amount of $343.15 back to your original payment method ending in 5261. Please note that it may take 35 business days for the refund to reflect, depending on your financial institution. To help ensure successful deliveries for future orders, we kindly ask that orders be placed using one of the following methods: Ship to Store Special Order Buy Online, Pick Up In-Store (BOPIS) Buy Online, Ship to Store. This will allow us to better assist with any future delivery issues, including replacements or refunds. We truly appreciate our customer's understanding, time and patience.

  Customer Answer

  Date: 08/04/2025

   
  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:07/23/2025

  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 with Journeys, which was shipped via ****** According to the tracking information, the package was marked as delivered. However, when I checked shortly after the delivery time on the same day, the package was not there.I contacted both ***** and Journeys to resolve the issue. ***** denied the lost package claim, and Journeys refused to refund or replace the order, despite the fact that I never received the merchandise. The delivery was completed without a signature or any secured delivery method.I have made every reasonable effort to resolve this matter directly with Journeys, but I am left without the products I paid $436 for. I believe this is unfair business practice and a lack of customer protection, especially considering the value of the order.

  

  Business Response

  Date: 07/24/2025

  We sincerely apologize for the inconvenience caused by not receiving any of their order #*********. According to ***** (tracking #************), the package was marked as delivered to the address provided on Thursday, 6/26/25 at 6:23 PM as mentioned by our customer. We understand how frustrating it can be when a package does not arrive as expected. Although we have procedures in place for situations like this, we want to make things right. As a courtesy, weve gone ahead and processed a refund today, July 24, in the amount of $436.14 back to your original payment method ending in 3529. Please note that it may take 35 business days for the refund to reflect, depending on your financial institution. To help ensure successful deliveries for future orders, we kindly ask that orders be placed using one of the following methods: Ship to Store Special Order Buy Online, Pick Up In-Store (BOPIS) Buy Online, Ship to Store. This will allow us to better assist with any future delivery issues, including replacements or refunds. We truly appreciate our customer's understanding, time and patience.

  Customer Answer

  Date: 07/24/2025

   
  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,
  
  *** B

• Initial Complaint

  Date:07/17/2025

  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.

  Order left at the incorrect address after showing proof of the correct home address. ***** nor journeys refusing to assist. Extremely frustrating due to the fact that the shoes were for back to school.

  

  Business Response

  Date: 08/04/2025

  We sincerely apologize for the inconvenience caused by not receiving your order #*********. According to ****** the New Balance 574 Athletic Shoe - Little Kid - Infield **** in size in size 13 (tracking #************) were delivered on Tuesday, 7/15/25 at 11:41 AM and the New Balance 530 Athletic Shoe - Little Kid - White / Pink in size 13 (tracking #************) were delivered Wednesday, 7/16/25 at 11:07 AM. Both packages are still undergoing the lost package claim we've submitted to our carrier. We understand how frustrating it can be when a package does not arrive as expected. Although we have procedures in place for situations like this, we want to make things right. As a courtesy, weve gone ahead and processed a refund today, August 4, in the amount of $117.12 back to your original Klarna card used on the order. Please note that refunds may take 35 business days for the refund to reflect, depending on your financial institution. To help ensure successful deliveries for future orders, we kindly ask that orders be placed using one of the following methods: Ship to Store Special Order Buy Online, Pick Up In-Store (BOPIS) Buy Online, Ship to Store. This will allow us to better assist with any future delivery issues, including replacements or refunds. We truly appreciate our customer's understanding, time and patience.

  Customer Answer

  Date: 08/04/2025

   
  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:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 5/29 for 2 items. They were marked as delivered on separate days. I received one but not the other. I contacted the carrier and they confirmed it was delivered however when I arrived home on the day they were delivered they were not there. the carrier instructed me to contact the merchant regarding anything further. Journeys said they have a policy that lost or stolen packages are out of their control. I understand thats the policy but the customer service I experienced was horrible and that is not a good policy that basically leaves the customer left with nothing after spending their money with this company. I have reached out several times attempting to speak with someone higher up and keep getting told someone will contact me and nothing. I have also been a customer of this company for a very long time and spent lots of money with them. Never again. Very poor customer service and ridiculous policies that show they do not Value their customers at all.

  

  Business Response

  Date: 07/16/2025

  We sincerely apologize for the inconvenience caused by not receiving the ****** ****************** in size 6 from your recent order (#*********). According to ***** (tracking #************), the package was marked as delivered to the address provided on Thursday, June 5, 2025, at 1:21 PM. We understand how frustrating it can be when a package does not arrive as expected. Although we have procedures in place for situations like this, we want to make things right. As a courtesy, weve gone ahead and processed a refund today, July 16, in the amount of $64.74 back to your original payment method ending in 2666. Please note that it may take 35 business days for the refund to reflect, depending on your financial institution. To help ensure successful deliveries for future orders, we kindly ask that orders be placed using one of the following methods: Ship to Store Special Order Buy Online, Pick Up In-Store (BOPIS) Buy Online, Ship to Store. This will allow us to better assist with any future delivery issues, including replacements or refunds. We truly appreciate our customer's understanding, time and patience.

• Initial Complaint

  Date:07/09/2025

  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.

  July-****** I paid ***** for the Mens ASICS Gel-1130 Athletic Shoe - Black / Pure Silver. When I purchased it it kept saying error and error and error and when I checked my bank if it went through or not it did but they didn't send and email or any confirmation and then I went on the website on my account to see if my order went through it didn't so they took my money.

  

  Business Response

  Date: 07/24/2025

  We sincerely apologize for the inconvenience and any confusion our customer has experienced since their initial request to place an online order for the super stylish Mens ASICS Gel-1130 Athletic Shoe - Black / Pure Silver. After looking into this matter, we were able to confirm that our customer's order was canceled during the 3rd party verification process. Since we do not process hard charges until our customer's orders are **************************, our customer will typically see a pending authorization hold for the amount depending upon the financial institution. Once the order is canceled, it can take up to 3-5 business days for that hold to fall off. If our customer is still seeing any charge, we recommend that they reach out to GooglePay for further assistance. We truly appreciate their time and patience.

  Customer Answer

  Date: 07/24/2025

   
  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:06/18/2025

  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 was told if these socks do not fit just bring them back and they will exchange them when I tried to do that they told me that they can't do it I want to know why they told me that they would when they won't

  

  Business Response

  Date: 07/03/2025

  We sincerely apologize for the inconvenience Mr. ********* experienced when his return was denied at one of our store locations. Our Customer Experience Specialist connected with him via phone on 7/3 to arrange a return by mail, and a refund by check has been initiated. To ensure a smooth experience, we have also waived the return label fee. We are grateful to Mr. ********* for bringing this matter to our attention, allowing us to address it at the store level. Our ongoing goal is to equip our teams with the tools and training needed to provide the best possible service. Thank you, ******, for being the best part of Journeys.

  Customer Answer

  Date: 07/03/2025

   
  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:06/18/2025

  Type:Service or Repair 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 with Journeys, order number *********. The order was to be delivered by ***** with tracking number ************. The package was delivered on Sunday June ******* to the wrong address. My apartment has no doormat, and the picture clearly shows it was delivered to an apartment with a doormat. I purchased from them a couple of months before, and because the delivery picture looks similar, they will not refund or replace my shoes. The picture looks similar because its the same apartment complex, but wrong apartment.

  

  Business Response

  Date: 06/20/2025

  We sincerely apologize for the inconvenience caused by the non-receipt of order #*********. While we have policies in place to guide our response to packages marked as delivered by the carrier, we understand how frustrating this experience can be and want to ensure our customers feel supported throughout the process. Were pleased to confirm that a refund was processed by one of our **************** Representatives on 6/18. Please note, refunds may take 35 business days to appear in your account, depending on your financial institution. We truly appreciate our customer's time and patience.

  Customer Answer

  Date: 06/20/2025

   
  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:06/02/2025

  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.

  Mens Footies 5 Pack - Black-Black Style #: 331 Mens Footies 5 Pack - Black-Black Style #: 331 Order Number: ********* Order Date: 05/27/2025 Ship Date: 05/28/2025 Estimated Delivery: 3-5 Business Days Billing Bill to:******* ****** ************************************************** Payment Method:Google Pay They did not ship the items to the address I entered in their ship to address.

  

  Business Response

  Date: 06/20/2025

  We regret to hear that you did not receive your order #*********. According to our records, the package was delivered by our carrier, ****** on May 30th. For your reference, we have attached both the Picture Proof of Delivery and the Proof of Delivery provided by *****, which confirm the order was delivered to the shipping address entered at checkout: ****************************** While delivery has been confirmed, we understand how disappointing this situation must be. As a gesture of goodwill and in an effort to ensure your satisfaction, a full refund has been processed today. To help prevent similar issues in the future, we recommend choosing either Buy Online, Pick Up In Store or Buy Online, Ship to Store at checkout for added security and peace of mind. We truly appreciate your time and patience.
  

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of ************ from my local mall at journeys. The buckles are black and the finish is chipping off. I asked they replace them. They would not. I also asked Birkenstock to replace them they told me to contact journeys. If journeys is going to sell them they need to honor Birkenstocks warranty. I just want my shoes replaced. This has to be a defect. The black should not be wearing off. I had not worn them 10 times before this wear started. I filed the complaint may 9th with journeys. I bought these in January but it was winter I didnt even wear them.

  

  Business Response

  Date: 05/31/2025

  We sincerely apologize for the issues Mrs. ****** experienced with her Women's Birkenstock Arizona Sandals in Black, size 8, from Buy Online Pick Up in Store order #*********. We completely understand her frustration with our current 30-day defective item policy and appreciate her patience. As a courtesy, we will be sending Mrs. ****** a ***** return label at no charge by the end of the day on 5/31. Please note, the email containing the label will come directly from *****, not **************************. While our standard return processing time is 24 weeks, we will be waiving that timeframe in this case. Once the defective item has been returned and scanned by *****, we kindly ask that Mrs. ****** reach out to our **************** team so we can promptly process her requested exchange. We truly appreciate her time and understanding, and we look forward to resolving this as quickly as possible.

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23379535
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 06/09/2025

  The response didnt have any clarity. Who do I contact. Where do I send them. When will I have my new ones? Turn around time. I want someone responsible for making sure the exchange happens. Thanks Megan 

  

  Business Response

  Date: 06/20/2025

  We sincerely apologize that our previous response did not assist with providing our customer with clarification with our original resolution. We will be sending you a return label to the email on your order #********* to return your defective pair of shoes to our Journeys Warehouse. With your original order being once of our Buy online, Pickup in store orders, the from address will be your pick up location's address as it did not have your actual address on the order. Also, we are not able to process exchanges on these orders at this time. However, we will process the refund so that you may purchase a new pair in-store or online once received. Be sure to check your spam or junk folder for an email from ***** for the return label if you do not see it in your primary. We truly appreciate your time and patience.

  Customer Answer

  Date: 06/20/2025

   
  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:05/16/2025

  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.

  On April 20th, 2025, a purchase for Men's Birkenstock Boston Soft Footed Clog-Black Black was purchased at a journeys store at *************** in *************. The purchase was done online by the store representative and supervisor because the footwear was not in the store. On Wednesday May 7, 2025, I get a notice that the purchase was cancelled but with no information regarding a refund. The purchase was done with Cash App application, and we contracted Cash App for a dispute. Cash App put a dispute but the next day May 8, 2025, Cash App send an email unable to pursue the dispute. I call Journey headquarters with the number provided ************ but no available answer. I chatted with a representative ***** D, and she mentioned that on 4/30/2025 a refund check was sent and to wait 7 to 10 Business Day. It is 5/16/2025 and I have not received my refund. I chatted today with Ashly ** and she mentioned that they will put a stop on the previous check and issue a new one, but it will take 30 days. I think I waited enough for my Refund, and I do not trust the company anymore. I would like to expedite my refund and get it as soon as possible. It doesn't take 30 days to issue a refund. I have the chat transcripts if requested to upload it. I am reaching the BBB to assist me with my refund

  

  Business Response

  Date: 05/31/2025

  We sincerely apologize for the frustration and inconvenience caused by the cancellation of Special Order #************. We appreciate your patience and understanding throughout this process. Were glad to hear that our representative, ***** *., was able to provide an accurate update on your refund when you contacted us on 5/7. Due to ongoing staffing challenges, refund processing has taken longer than usualup to 30 days in some cases. We truly apologize for this delay. Our **************** Team has submitted a new check request to our ********************* this week, and we expect to receive the check no later than Monday, 6/9. As soon as we have it, we will ship it to you via ***** Express Next Day Air and provide tracking details by email. Thank you again for your time and continued patience as we work to resolve this matter as quickly as possible.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23338898
  
  I am rejecting this response because: All that Journeys is showing is the original receipt of the purchase. No solution from Journeys as to refund the $164.99 purchase that is not on any schedule to be deliver because it has been canceled by Journey as the item is not on stuck. I attached the picture of Journeys Tracking website and you can see that Order Number ************ is canceled. 

  Please provide with Refund solution.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/03/2025

  We sincerely apologize for the unexpected delay in processing the refund for our customer's canceled special order #************. The original refund check was mailed on 4/30/25; however, the customer later reported that it was never received. To resolve the issue, a replacement check was requested. Fortunately, one of our **************** Managers was able to assist the customer with an in-store refund at our ********************** location at ***** Premium Outlets on 6/8. For transparency, weve attached the return receipt from that transaction. The second check request has been sent to our ********************* to be voided, as the customer has already been refunded in-store.
  We truly appreciate our customer's patience and understanding throughout this process.