ComplaintsforCaleres Inc.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of incident - 2/17/24 I purchased 2 pairs of shoes and 2 packs of socks. My debit card was declined so I used my credit card to pay for it. However, I was charged on my debit card AND my credit card. I am being told by Famous Footwear that they don't have any record of this transaction but it is clearly debited from my account with their business detailed as being paid for this. The amount of $145.21 needs to be refunded. This is my seconf complaint against this business in less than a year, and quite frankly I am tired of having issues with them. The last issue I had involved them crediting a gift card that was no longer in my possession instead of refunding back to my checking account as I had requested. It took me more than a month for them to refund my money and I didn't even get the compete amount back. I have purposely been avoiding patronizing them because of this issue but figured I would try them again. This seems like a very incompetent business that consistently creates extra work for their customers. I do not like this business at all. I want my money back now! I should have only paid $188 for my items, but I have a charge for $188 on my credit card(that famous footwear acknowledges) and a charge for $145.21 on my checking account that they are denying having any record of. I have already disputed this with my bank.

  

  Business response

  02/22/2024

  Customer's pending charges will fall off and customer must dispute with their financial institution.  

  Customer response

  02/22/2024

  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

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of size 11 men's slippers on Dec 31. I received the wrong slippers (completely different size 11 women's slippers). The company will not honor their original pricing and want me to pay additional shipping after they mailed me the wrong slippers. They want me to drive 30 miles to exchange them. I feel this is an unreasonable business practice. They took 6 days to respond to my email. They are not taking responsibility for their error.

  

  Business response

  01/19/2024

  The customer has contacted us previously through email and social media regarding them receiving the wrong item. We have had a higher volume of emails due to the holidays and all inquiries are answered in the order they are received as fast as we can. In both instances, the customer was advised that we do not process exchanges online and through the mail. There were provided the options of placing a new order and sending the incorrect shoes back for a refund or going to her local store for an exchange. The customer was also provided with a prepaid return label and a free shipping code to use for their new order. As a courtesy, we have replaced their order for their missing item and ask that they return the incorrect item at their earliest convenience.
  
  

  Customer response

  01/22/2024

  Better Business Bureau:
  

  I feel that Famous Footware needs to update their policy on exchanging items, when they mailed the wrong item to the customer. They should have a process in place that allows them to send out the correct item to the customer's address and send the customer a return label. It shouldn't be a huge process for the customer to need to go on their website again and place an order again, go on the website again and go through the process of making a return, and then you need to also find a ********* to return the shoes. Basically, they need to make it easier.
  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

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 pairs of shoes online from *********** on November 15, 2023. The return policy on their website states that returns are accepted within 90 days of purchase and returns can be made from the website. I logged in and tried to get a return label but on my account there was no option to get a return label. So I emailed the company using the form provided on the website to get in touch with customer service on January 9th, 14th, and 15th. The acknowledgement email they sent said I should be expect a return within 2-3 business days; however, there has been no attempt to contact me from the company. I have also tried calling the 1-800 number listed on the website (**************) more than a dozen times. No one has picked up a phone call—the automated message says that the office is closed for the holidays, however, there is no public holiday occurring on the days I’ve called. It also says that the business hours for phone are Monday-Friday 9am to 6pm central time. I’ve called within their operating hours however no one has picked up the phone. All I’m looking for is a return label so I can process my return within the 90-day return window and get my money back. I’ve tried messaging the company’s instagram account and leaving comments—no contact has been made. This experience has left me feeling awful as a customer—this is hard earned money in a challenging economy and I feel like this company is trying to steal from me and wait out their return policy so I cannot make any claims for return

  

  Business response

  01/16/2024

  We have record of the customer emailing us multiple times for help with their return. We have been experiencing a high email volume than normal due to the increase of inquiries during the holidays. We see that an email representative has emailed the customer a prepaid return label and return instructions. Once we receive the return back to our warehouse, it will be processed within 2-10 business days of being received. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of boots on 12/17 and I never received the boots, but I was charged for them. I contacted the company customer service email immediately after realizing the issue and all I got was an automated message that they would be contacting me. Nobody ever contacted me. Nobody tried to resolve the issue. No response. I have was hoping to get this resolved before christmas as i needed either the boots or the money back but that did not happen and I am still missing boots and my money. I submitted a previous complaint and they sent me a $25 gift card which I responded with that I decline because the boots were a little more than $200. I did not receive a response.

  

  Business response

  01/12/2024

  BBB complaint:********.
  
  Complaint Involves:
  Refund Or Exchange Issues
  
  Customer’s Statement of the Problem:
  
  I ordered a pair of boots on 12/17 and I never received the boots, but I was charged for them. I contacted the company customer service email immediately after realizing the issue and all I got was an automated message that they would be contacting me. Nobody ever contacted me. Nobody tried to resolve the issue. No response. I have was hoping to get this resolved before christmas as i needed either the boots or the money back but that did not happen and I am still missing boots and my money. I submitted a previous complaint and they sent me a $25 gift card which I responded with that I decline because the boots were a little more than $200. I did not receive a response.
  
  
  Will be refunding the customer:
  
  Amount to refund: 
  CA$225.99
  Sales Order Payment Method 
  Visa - *******

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order, order number ************ on 11/8 and selected store pickup. My card was charged during this time. On November 14, I received an email saying I had one day left to pick up the order, which I never did. I inquired about the order several times via email, no response. I opened a formal complaint 11/30. I received a response stating the order was completed on 11/16. I never picked up the order, and expect a refund immediately.

  

  Business response

  12/05/2023

  Customer was refunded back to the original form of payment.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pair of boots on 9/16. I never received the boots, but I was charged for them. I contacted the company four times in the last four weeks. All I got was an automated message that they would be contacting me. Nobody ever contacted me. Nobody tried to resolve the issue. I asked for a refund. No response.

  

  Business response

  11/02/2023

  Received BBB complaint ID *************
  
  Issue: I ordered a pair of boots on 9/16. I never received the boots, but I was charged for them. I contacted the company four times in the last four weeks. All I got was an automated message that they would be contacting me. Nobody ever contacted me. Nobody tried to resolve the issue. I asked for a refund. No response.
  
  Settlement: Refund
  
  ----------------------------------------------------------------------
  Investigation notes/ Resolution:
  
  This customer was refunded back in the form of payment that was use when the order was place in the amount of 106.99. As of 11/02/2023 An email was sent to customer advising the customer the timeframe to receive the refund, which is 2-10 business days depending one there banking institution. please reach out to us if you need further assistance.

  Customer response

  11/09/2023

  I received an immediate refund from the company. Thank you for your assistance!

• Initial Complaint

  10/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order and I am still pending delivery. my package says delivered but I have not received it. I reached out to the company via email and just got a response of the delivery confirmation I went ahead and emailed them back and I got an email saying my email was blocked so I called them up and still no resolution.

  

  Business response

  10/24/2023

  Customer ************************* placed order#************ on 10/9/2023 that ***** shows tracking#******************** as delivered on 10/16/2023.

  The customer did not receive this order and a lost shipment investigation was opened.  The customer was fully refunded $169.90 on 10/23/2023 back to the **** used on that order.

   

  Customer response

  11/01/2023

  The business refunded me my money for merchandise i did not receive.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on Famous Footwear for a pair of New Balance Shoes last month. Order number: ************** When I received them, they were ill fitting so I took them to the local Famous Footwear in Cedar Falls, Iowa for an exchange. The shoes I found were $59.98. The shoes I returned were $44.99. This left a difference of $14.99. I HAD $15.00 in rewards credit. Imagine my shock, dismay and frustration when the clerk MADE me pay $10.69. I SHOULD NOT have had to pay $10+ to do the exchange. The rewards should have taken care of this difference in shoes. When I contacted Famous Footwear through their website, all they said was this is company policy. How and why would they have a policy that deceives their customers and takes money from them?

  

  Business response

  11/03/2023

  Received BBB complaint ID ********
  
  Settlement: Refunded
  
  --------------------------------------------------
   Investigation notes/ Resolution: after reviewing the notes customer was advise that rewards do not get transferred on exchanges and they cannot be used twice. However we offered her to place new order and can we honor that 10.00 discount and we also replaced the 100 points in her account as a curtesy will refund that difference.
  
  
  Response to BBB
  This customer was refunded back to the form of payment that use on the order. As of 11/03/2023 in the amount of $10.69 an email was sent to the customer advising the time frame, of when those funds will post back to their account. We do ask that the customer allow 2-10 business days to see their funds. please let us know if we can be further assistant.
  

  Customer response

  11/15/2023

  Thank you for your help in resovling this matter!

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Date of this transaction was 8/26 and 8/27. My wallet was stolen on 8/26 filed a police report. Called all the credit card companies and cancelled them all. There was a ****** ******** card that I was not aware that I had only used once in 2022 because if I opened the card you got a discount never used it again. September I received a bill from ****** ******** for the amount of $251.94 two charges on the same day that the card was stolen. I took it over to the police dept as it was delivered *** Ground he asked me to get the tracking number. Before I did that I called ****** ******** canceled the card and told them the problem. They said that would look into this. I asked for the tracking number they would not help me with the tracking number not sure why they would not help me I instead I get this letter that they want all this other information , I just wanted the tracking number fro ***. I then called the credit card company that ****** ******** used again gave them all the information. They said that they would look into the problem. One lady told me to pay the bill and put a claim into my **** ! Why would I pay for something that I did not order or get. I received 2 letters from ******** **** stating that they are denying my request for a new card I did not request a new card I told them that. The next letter from them stating that I would continue to receive a bill for the 251.94 until it is paid . I Called again if I don't pay it they would turn it over to collections. I am 71 years old and this is so stress as NO ONE will help me they just keep saying that they will look into it. The complaint number with the Fulton NY police department is ********* I am waiting to get a copy. All I wanted is that not charge me this 251.94 and not put anything on my credit report as it is over 800. Thank you I have attached the bill and letters that I am getting. I will be happy to fax you over the [police report as soon as I receive it.

  

  Business response

  10/16/2023

  Credit Card Company(******** ****) denied customer's request twice.  No further action taken.
  
  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yes I contacted the customer service today every time they disconnected my call after I told them I had a fraud charge and to look it up under my card they didn’t want to do work I got charged $84 and something on Aug 12 that was fraud the bank told me to contact famous footwear so I did and they disconnected on me instead I need this resolved

  

  Business response

  10/13/2023

  This customer ****** ******* informed us on 9/21/2023 that he was being charged for a purchase he did not make.  He was advised to dispute the fraudulent charges with his financial institution.

  Mr ******* did reach out to his financial institution but the financial institution will not refund him and he was advised to reach back out to Famous Footwear.  He did reach back out to Famous Footwear on 9/28/2023 to advise that his financial institution will not assist him further.  

  An email was sent to Mr ****** ******* from our Fraud Coordinator advising him to file a police report and to forward a copy of the police report to our Fraud Coordinator for further assistance. 

   

   

  Customer response

  10/16/2023

  Complaint: ********
  
  I am rejecting this response because: I did email the police report and they haven’t responded to me at all I need a refund now this is fraud 
  
  
  
  Sincerely,
  
  ****** *******

  

  Business response

  10/24/2023

  Our Fraud Coordinator reached out to customer ****** ******* on 9/29/2023  and advised the customer to reach out to his financial institution/credit card company to dispute the charges and to seek reimbursement from the financial institution/credit card company.

  Customer response

  10/24/2023

  Complaint: ********
  
  I am rejecting this response because:
  My bank won’t do anything they told me to email you to get a refund your last message said for me to send a police report so I did and you guys won’t respond I need a refund now you guys keep changing your stories my bank told me to contact you so I am 
  
  
  Sincerely,
  
  ****** *******

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