Business Profile

Shoes

Caleres Inc.

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB has received consumer complaints about Caleres which allege they received only part of an order, failed to receive an order, experienced delivery problems, and had difficulty contacting a representative of the company. The company has addressed concerns brought to its attention.

Complaints

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

Customer Complaints Summary

117 total complaints in the last 3 years.
45 complaints closed in the last 12 months.

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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:07/22/2025
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.
Complaint Type: Failure to honor loyalty program / no resolution from support I submitted a support request to Famous Footwear on July 20, 2025, regarding an issue with their loyalty program. I attempted to use the Register Your Purchase link twice since July 8, and my points have not been credited, nor is my visit showing in my account.I clearly explained this in my message and attached the receipt as proof of purchase.On July 22, I received a generic response stating that I still need to register online, which completely ignores the details I provided. They marked the case as resolved without offering any real assistance or even acknowledging my receipt or the issue with points.This is not just poor service its disrespectful to the customer and a failure to honor the promises of their rewards program. I have spent my time trying to resolve this and gotten nowhere.I am requesting:Proper application of my loyalty points for the 7/8 purchase An explanation of why my account shows 0 recent visits A review of this customer service handling and training
Business Response
Date: 07/22/2025
We apologize for the inconvenience caused by the "Register to Purchase" link not functioning properly. We will be forwarding this issue to our IT department for further review.
In the meantime, weve added 100 points to the customers account as a courtesy. Please let the customer know it may take up to 24 hours for the points to appear.
If the customer needs to update any information on their online account, feel free to direct them to contact us directly for assistance.
Customer Answer
Date: 07/30/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and I will accept, although my account still shows that I have spent $0 out of $200 in the last year and have no progress towards superstar status.

Sincerely,

Seneca ******
Initial Complaint
Date:07/21/2025
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 ordered a very expensive pair of croc loafers from Allen Edmonds. I was sent the wrong color of the shoe. I have a wedding coming up and needed the black shoe that I ordered. I spent an hour on hold with customer service who told me they ran out of stock in the black croc loafer. All they offered was a return label for the wrong pair they sent. The *** didn't offer to look at other retailers or other options to get me the pair that they made the mistake on. This is unacceptable.
Business Response
Date: 07/24/2025
Customer will be refunded back to the original form of payment
Customer Answer
Date: 07/26/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

***** *******
Initial Complaint
Date:07/17/2025
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.
I purchased a pair of Dr. ********************** sandals at the ******************** store in ********** ************ on 6/12/2025. They were not in stock and had to be delivered. I provided the associate with my address. I received an email that day stating that the shoes were to be delivered to an address I hadnt lived at for 7years. I immediately called there customer service to rectify the situation. They stated they couldnt make an address change because it was after the 2 hour ***** I have reached out again to them get an email stating they would send a refund check to the same wrong address. Mind you, I paid using my debit card. Now as of today, they are stopping payment on said check and issuing another refund check that will take 4 to 6 week to receive. Its an almost $100 refund, I find it ridiculous that it is taking so long.
Business Response
Date: 07/18/2025
Customer was issued a Refund Check for $95.99
Initial Complaint
Date:06/26/2025
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.
I had ordered 2 pairs of shoes. It was supposed to be delivered Wednesday June 25th, 2025. I waited all day, nothing. today I wait again, and realize that they were delivered. In our apartment complex we have a 'package room' where every single tenant has access to. I have high suspicion that my package was STOLEN!!!! I called in and have a reference number 250623-002242 - spoke to a supervisor. I wanted a refund because I never received my order. She's stating that Dr ********************** just implemented a stupid policy that you have to wait 8 days after your order is 'delivered' to file a claim. I spent $138 and I want a FULL REFUND. This is wrong, then I have to WAIT additional time for the stupid investigation. I'm so aggravated. The order number is ************. I want someone higher up to call me and issue me a refund, or have a discussion about this issue! This is not my fault and I shouldn't have to be out all of this money and wait all of this time to receive my refund. I literally have no shoes now for me and my cousin. We don't have extra money to go out and buy shoes when we spent already $138. PLEASE WORK WITH ME AND SOMEONE HIGHER UP CALL ME PLEASE IM BEGGING YOU.
Business Response
Date: 07/16/2025
We're sorry to hear that you did not receive order #************. The amount of $ ****** has been credited to your original payment method. Depending on the payment method, it may take an additional 2-10 business days after the credit is applied for it to post. If you used a debit card or cash, you will be mailed a refund check to the address listed on the order. Please allow 2-3 weeks for this process to complete.
Please also know that theft and mail fraud are serious crimes. As there is the very unfortunate possibility that the package was stolen after delivery, we suggest contacting the local authorities to file a police report.
Initial Complaint
Date:06/23/2025
Type:Billing 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 Saturday 6/14 I purchased a gift card for $25 dollars and used that card in a transaction for a pair of shoes along with a charge on my credit card. 3 days later the charge on my credit card fell off and the shoes were never sent. The problem is that the $25 on the gift card was not refunded. I used their contact form 3x to seek assistance. Today I received this as a response: "We are so sorry to hear your balance is $0.00 on the gift card used on order #************."They offered no resolution, no escalation and no feedback. I can only infer that they have stated their desire to steal $25 from me. They can obviously see the gift card number and what it was used on and it was used on NOTHING, they cancelled the order. The gift card was purchased using a prepaid **** which has been discarded as empty because reloading costs money, so refunding to the original form of payment is not possible. At this point, they can keep the gift card, I just want the shoes. ******************************************************************************************************* size M11.5
Business Response
Date: 06/24/2025

Due to the Audit system declining the order we had to put in a feedback for the future orders to be approved. And we have sent a new gift card to the email that was on the order *******************
Customer Answer
Date: 06/25/2025
Complaint: 23506468

I have reviewed the business' response and am rejecting it because a gift card just requires me to give them money when they've done nothing but provide poor service. Again, I contacted the BBB when their response was "Sorry your gift card has $0" and told me to get lost. I'll never give them a dime.

Here are the resolutions I'll take:
1. Send me the shoes.
2. Provide the $25 in value good somewhere besides Famous Footwear. I'll take ***** I'll take Amazon, heck, an Arby's card is fine. By giving me a $25 gift card to give me the right to spend another $50 on shoes is rewarding them for the poor behavior they demonstrated in attempting to steal from me and then dismissing me.

Sincerely,

**** *********
Initial Complaint
Date:06/16/2025
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.
My name is ****** *******. I made a purchase on 06-14-2025 for a pair of shoes to be delivered via ********. Not even a few seconds later the order was cancel due to my billing info maybe being incorrect. I live in ******** but I am in ******* visiting relatives. I leave Friday 06-20-2025. I was told by a supervisor and a *** that this needs to be investigated which can take 5-7 days. Then another ***** days just for the refund to be processed. That is unheard of. All of that for $78.00? That is ridiculous and I want my money back.
Business Response
Date: 07/01/2025
We have reviewed the situation and would like to clarify that the customer's order was not processed through our third-party system and was ultimately cancelled. Because of this, no charge was made to the customers **** account.
At the time of the attempted transaction, an authorization hold was placed by the customers bank. This is a standard temporary hold used to reserve funds, but it is not an actual charge. We can confirm that the authorization hold was released on 06/21/2025, and the funds should now be fully available back in the customer's account.
Additionally, the customers feedback has been reviewed internally, and weve taken steps to ensure a smoother experience moving forward. Future orders under this account will be approved without issue.
We sincerely apologize for any inconvenience this may have caused the customer and appreciate their patience and understanding. Please let us know if any further clarification is needed.
Initial Complaint
Date:05/30/2025
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.
I ordered shoes on MAY 25, 2025. I was charged twice I have tried to call and email customer service to no avail. Then I received emails saying they could not order. The money is still on hold with my bank for 2 transactions and no shoes
Business Response
Date: 06/02/2025
The customer has emailed into us a couple of times regarding this issue but we do not have a record of them calling in at this time. We see that there were two identical orders placed under the customer's information, but both of them have been canceled due to inventory issues. When a customer places an order they do get an authorization on their account, but the charge does not go through until the item ships.

In this case since the items did not ship, the pending charges the customer see on their account should fall off within 3-5 business days. If this does not happen or if the customer sees that the charges are no longer pending, they should contact their financial institution to let them know those charges should not have been completed.
Customer Answer
Date: 06/03/2025
I did try to call several times. There was no option for me to speak to anybody. As of this morning, the charges have not been removed. ***** + ***** on 5/ 25 taken from my account.
Business Response
Date: 06/04/2025
Our records show that the customer has reached out to us via email on multiple occasions. However, we do not have a record of any phone calls at this time.
Upon reviewing the account, we found that two identical orders were placed using the customers information. Unfortunately, both orders were automatically canceled due to inventory availability.
When an order is placed, a temporary authorization hold is applied to the customer's payment method, but the actual charge does not occur unless the item ships. Since the items were never shipped, no final charge was processed.
We have advised the customer that these pending charges typically fall off within 35 business days, depending on the bank or card issuer. If the pending authorization remains beyond that period or posts as a completed charge, we recommend the customer contact their financial institution directly to request that the hold be released or reversed.
Initial Complaint
Date:05/29/2025
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 recently purchased two pairs of size 11.5 ****** boots and had to return them because they were too long. I normally wear a size 12, and depending on the shoe, I sometimes order a half size down when buying Allen Edmonds.A few weeks later, I ordered a pair of 11.5 slip-on sneakers and had to return those as well because they were also too long. In the past, size 11.5 sneakers from Allen Edmonds have always fit me.All of these shoes were marked as size F2. When I called customer service to explain the situation and requested that the $25 restocking fee for each pair be waived, I was told they couldnt do so. They mentioned that Im a longtime customer, but because a fee had already been waived for me in the past, they couldnt waive it again.I explained that if the shoes had been crafted to fit a true men's size 12, I would have kept them. It doesnt seem fair that I have to keep guessing whether Allen Edmonds shoes will fit properly, especially given the inconsistency in sizing and craftsmanship. I dont believe I should be penalized with a restocking fee for these issues.order #************, #************ To resolve the issue either exchange the shoes I order for size 11 or wave the $25 restocking see.
Business Response
Date: 05/30/2025
After looking into the customer's information in our system, we do not have a documented instance where we have previously waived restocking fees. We can waive the fees for the customer as a one time courtesy for both of their orders. We are not set up to process exchanges through the mail. If the customer has an ********************** store in their area, they can visit a store for exchange options.

However it does state on the return policy section of our site that Factory Seconds (F2s) have a $25 restocking fee for returns. In the future if the customer purchases any Factory Seconds we will not be able to waive the restocking fee.

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

For order ************ we have noted for our warehouse to waive the fee on this order since it has not been returned and/or processed yet. Order ************ was already returned and we have processed a refund for the remaining balance that was deducted from the return.
Customer Answer
Date: 05/30/2025
I understand the Factory Seconds (F2s) have a $25 restocking fee for returns policy. I'm usually ok with this policy, but this situation required lenacy because of the shoes craftmanship issue. These boots and slip shoes I purchased were meant somebody with a size 11 foot. I have purchased shoes from AE for year and lately AE craftsmanship and customer service and understanding hasn't been to the quality it used to be.
Customer Answer
Date: 05/30/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Thank you for your handling of this matter and great to have an organization like yours to hear the voice of the consumer. Keep up the good work.

Sincerely,

**** *********
Initial Complaint
Date:05/29/2025
Type:Billing 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 brought a pair of New Ballas Tektrel shoes from famous footwear on 5/03/2025 costing me $87.55. Paying **** gift card that had a balance of $30.65 left on it.then Using my debit card to pay the rest $56.99 totaling $87.55. I decided on 05/06/2025 to return the shoes at 6:17pm. Famous footwear said it would take 10 business days. After ten days I called them about my refund. Famous footwear said we will look into it .Famous footwear sent me a email saying that they did refund the money to the card #**** .Which was the gift card that was taken and threw away after it was used up. Famous footwear told me I have to call **** gift card to try and track my refund down. I try to call **** gift card but all u get is a recording . I paid them with a gift card and my debit card famous footwear didn't return my money the way I paid it to them Famous footwear is refusing to refund my money back to me and wants me to chase my money down when I don't have the gift card anymore . I have no way of getting my refund back. But they have there merchandise returned. The store refunded the whole amount money back to the gift card that i dont have any more .Bad customer service will never go in the store again in life.This is a SAD way to treat customers.
Business Response
Date: 07/15/2025
Received BBB complaint ID **************

Issue: This customer brought ********************** inside a store paid half with a **** gift card and the other half with his credit card. The customer then returned the ********************** and the full refund went back to the **** gift card that the customer no longer has. We advised the customer he will need to call the **** gift card company and give them the bank reference number we provided to see if he can get a new gift card with the funds. The customer was unable to contact the card issuer because he no longer had the card and they needed the card numbers.

Settlement:
The customer is wanting a full refund of $87.55

----------------------------------------------------------------------
Investigation notes/ Resolution:

We will have to mail the customer a corporate check for the amount of $87.55
Customer Answer
Date: 07/15/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

******* ******
Initial Complaint
Date:05/17/2025
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.
ordered 2 pairs of shoes through the store and paid for them on May 11, 2025. The order name is under ***** ******. The order number is 9989-20250514-95-39939 or ********HD depending on which part of the website for order history I go to. I called 2 or 3 days later because one set of the shoes came in and so I asked what the status of the other ones were and if I would be receiving them still since thry have not shipped. The customer service agent assured me I would. I wanted to check because both shoes were on sale since it was around Mother's Day. Well the second pair ended up getting cancelled which I found out via email. I even asked if Famous Footwear could give me the same shoe just in a different color for the same price since the original ones got cancelled especially after being reassure that I would in fact be receiving them. The original pair was $12.98 in total (after tax) and the other pair is $49.99 before tax since it is now after Mother's Day. I was hoping this would be acceptable since it is the same shoe just different colors and since it was not my fault that the order got cancelled. When I called the store I purchased the original shoes from they said they could not do this which in my eyes would for them to be making it right. This has been a great disappointment for me from the Famous Footwear Brand as my family buys a lot of shoes from them.
Business Response
Date: 05/19/2025
We do have notes from when the customer contacted us previously and they were advised that item ***** was still sourcing at that time. The item was then unfortunately canceled due to inventory and this item is no longer available on our website. This item appears to be a reduced clearance it since it was priced at $12.98.

We typically do not honor price matches for different colors or patters of shoes since they can be priced differently due to age, season and other factors. We have sent the customer a 20% off promo code to use on another item since we do have a variety of Twinkle Toes styles available on our site at various price points.
Customer Answer
Date: 05/20/2025
Complaint: 23343850

I have reviewed the business' response and am rejecting it because:

Even with 20% off that makes the price of the 2nd version nowwhere near thr price of the original that I was "guaranteed" to get and as stated you have notes I called which was the 2nd time that I was told I would be receiving the original pair. Once from the store and once from the phone representative.

Sincerely,

***** ******

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Caleres Inc. is BBB Accredited.