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.
If you've experienced an issue
Submit a ComplaintThe 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:11/02/2022
Type: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 10/15/22 I purchased two pairs of shoes for $129.58, transaction number 7783 in famous footwear store 1796 in dekalb, **. When I used my debit card I was charged the balance of my account, $*****. The clerk gave me the choice of paying the rest in cash, or cancelling the charge. I chose to cancel the card payment and pay for the shoes fully in cash. The charge went through to my account anyway, and I was charged ***** for nothing. When I called the store itself, they informed me that I had to contact customer service. After half an hour on the phone with customer service, they told me to contest the charge. Contesting the charge required me to cancel my debit card, since it required me to allege fraud. Initially I only wanted my money back, but at this point I would also like compensation for the lost time and damages caused by the negligence of this company.
Business Response
Date: 11/03/2022
This Customer is looking for compensation. We added 500 points ($25) to the rewards account as compensation to the customer.
We have also emailed a ******************** E-giftcard in the amount of $50.00 to customer as compensation to the customer.Initial Complaint
Date:10/21/2022
Type: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 returned a pair of shoes the end of September but have not received a refund. I contacted the business, and they told me they havent received the return to their warehouse. I checked the tracking and the item has been in transit for 3 weeks. I sent another email about this with my suspicion that the item is lost in transit, but got no reply.Business Response
Date: 10/24/2022
Hello,
We have just recently emailed the customer back to inform them that we have processed a refund for their order as a one time courtesy.Customer Answer
Date: 10/24/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:10/14/2022
Type: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 canceled a pair of shoes and after three phone calls to the company over the last three months they continue to refuse the return of my money. I have absolutely no idea why they have been sitting on over $300 for that long. Despite assurances they are working on the issue I can no longer wait for such a simple resolution to occur.
Allen Edmonds
********************************************************************************************
**********Business Response
Date: 10/17/2022
We have refunded $318.60 to the customer's ApplePay account used on the order that was placed. We have also sent an additional service gesture in the amount of $100 in the form of an Allen Edmonds E-gift card to this customer.
Initial Complaint
Date:10/06/2022
Type: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 bought some shoes that arrived damaged. Famous Footwear said I needed to pay the return shipping and I complained about this. On 9/21 I received an email from ****** saying "I apologize for any confusion that occurred with the previous response in reference to order #************. There are no issues with returning the damaged shoes with a prepaid return label." She sent the label and I retuned the shoes. But then Famous Footmwear deducted the price of shipping from the refund I got! They refunded only 54, rather than the original 62 that I paid.Business Response
Date: 10/06/2022
Our system prompts the refund for the returned item and shipping separately and does not always show up in the customers account simultaneously. However, the customer has been refunded for both the item returned and the shipping fee.
Customer was refunded for the item back to the original payment method October 5th, 2022.
Customer was refunded the shipping fee of back to the original payment method October 6th, 2022.Customer Answer
Date: 10/07/2022
Thank you very much! The dispute was already resolved.Initial Complaint
Date:10/05/2022
Type: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.
Transaction occurred on 10/2/2022 in the amount of $152. Payment terminal was not working well, associates and managers had me swipe 4 different cards multiple times. Terminal did not work. There was a Venmo payment option on the keypad which associate said I should try. I payed that way and payment went through. His computer said it didn’t not go through and to come back tomorrow as the computers will work. Came back the next day, they said original payment will “fall off” and said I needed to pay another way for my items. I paid through another debit card.
Original transaction went through, so I paid twice for the same items. Contacted the store, and customer service. The store said they had no power to reimburse. Customer service male hung up on me when he was unable to answer my questions.Business Response
Date: 10/10/2022
Tell us why here...We have reviewed records of
any purchases made by customer and there is no recorded purchase on 10/2/2022
in the amount that the customer stated. Therefore, suggest that customer dispute any charges with banking institution.Initial Complaint
Date:09/26/2022
Type: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 for my daughter from famous footwear. She wore them 6 times and they are falling apart. I called today and sat on hold for 30 minutes so I could return/exchange the shoes I had ordered online. The customer service rep ****** and supervisor ******* told me they would not help me with this and that I would have to contact Puma myself if I felt their product was defective even though I ordered them from famous footwear. They would not issue a refund of any sort and said all they would do is a discount on a new pair of the same shoes. Why would I want the same ones if they fall apart after a week? They kept saying I have had them for 6 weeks and basically said I was lying that my daughter barely wore them even though I offered to send photos with days to show when she wore them. Famous footwear refuses to back their products and if u wear sneakers and they fall apart they will not refund you and will tell you it’s your problem.Business Response
Date: 09/27/2022
Customer reached out multiple times to our customer service team about a defective shoe purchased from Famous Footwear. Per our policy we advised the customer to first reach out to the manufacturer. Customer was advised by the manufacturer to reach out to the company shoe was purchased from. Customer was then offered a prepaid label to return shoes back to the warehouse. Once shoes have been received by the warehouse customer will be refunded back to the original payment method.
Initial Complaint
Date:09/20/2022
Type: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 shoes from Famous Footwear online July 30, 2022 and was signed up for promotional emails. Since then I have been inundated with promotional emails and literally receive multiple emails a day. I have tried multiple times to unsubscribe; my account preferences claims I have not opted in to any promotional emails; I wrote Famous Footwears official ******* account on August 17, 2022 asking for help, and the lady who replied said she would unsubscribe me but it could take 15 business days to be out of the system, but I am still receiving them. I am very annoyed and frustrated that I cant get rid of these emails no matter what I do. My desired resolution is for Famous Footwear to cease and desist sending emails.Customer Answer
Date: 10/13/2022
Although I have never heard anything in response from the company I filed a complaint against, the emails have ceased as per my request. Even though they have not replied to you, Im sure they saw the message. I was receiving 1-3 emails on a daily basis, and the last email is dated for 9/22/2022. I greatly appreciate your help in getting them to stop!Initial Complaint
Date:09/20/2022
Type: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 bought a pair of Birkenstocks online (order # ************) that arrived damaged. I requested to return them but Famous Footwear says I need to pay the return shipping cost. I complained and requested a prepaid return label but they refused, saying I could return the shoes in person to a store located 20 miles from me (I am handicapped and cannot do this) and offering me a ten dollar store credit (which I do not want).Customer Answer
Date: 09/21/2022
Thank you very much for your help. The business in question subsequently contacted me and we have resolved the matter. Best wishes, *********Initial Complaint
Date:09/13/2022
Type: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 8/31/2022 i plced an order on Famous Footwear.com. I have heard ok things about the site so i figure i give them a try. The package seemed like it shipped right away then was in ******* for like 2 days! I coouldnt believe how slow things were going...so i contacted customer service. They said dont ask us, ask *****...not even a can we help by contacting *****, which i fould out they use a cheap version of ***** so it saves them money but takes longer. The shoes finally showed up today...which is now Sept. 13th 2022...yes they took 2 weeks to come from ******* to ********* which is crazy. But i dont care cause my son finally got his shoes. He tried them on and immediately said they were too small..i said NO! couldnt be. They were a whole size up from the Tennis he had before. I did a size comparison and they did look like they were the same size. Theyn i also noticed something strange on the inside of the shoe. Near the toe of the shoe was extra material, as if whoever made them didnt even bother to hide the extra fabric. It was just folded over on the inside of the shoe. Both shoes had this material. These tennis were 84.99 plus 5.10 in taxes...so 90.09. **** *** ***. I never seen a shoe, never the less ***** with such poor quality control. Its enough i had to wait 2 weeks to get them...now my son cant even wear them cause they seem toooooo small, and that fabric in the toe squishes his foot..making them even tighter. This is unexceptable. I will never order from them again cause they said they dont do refunds. Now im stuck with a shoes my son cant wear and possibly could be knockoofs.Business Response
Date: 09/14/2022
Tell us why here...
Customer sent a return label and email, stating that once unwanted item is received to the warehouse, we will fully refund to original form of payment.
Initial Complaint
Date:09/12/2022
Type: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 Birkenstock sandals for my husband in June 2021. He wore them last summer without issue then brought them back out in May 2022. Soon after, in July 2022, he noticed one of the sandals has a defective cork and is peeling in chunks. My sister in law and I own Birkenstocks and the cork peeling has never been an issue. In fact, I've owned my Birkenstocks since I went to Berkeley for college back in 2008. Further, my husband and I are mindful of how to care for our Birkenstocks; we never shower while wearing them. Also, we live in ******* where it very rarely rains so this is not an issue of water damage. We also do not have pets in the home. I paid over $100 for these sandals and they show damage after only 6 months of wear. This is not the Birkenstock quality I expected. I reached out to Birkenstock directly but they referred me to the retailer, Famous Footwear, for next steps. I also went to your Casa Grande store where I purchased the sandals and the store clerks gave me disparate information. One said they coukd issue a replacement but the same size was unavailable (though it indeed was on the website) while another clerk said there was nothing they could do despite your clear, generous return policy: "If you find yourself not liking the style or fit, or simply change your mind, come back to see us at any store or send in your item by mail. As a part of our Famously Easy Return and Exchange Policy, our goal is help everyone enjoy the famous feeling that comes from the right pair of shoes."I believe the product you sold me has a manufacturing defect. For this reason, I request a replacement pair.Business Response
Date: 09/13/2022
Emailed customer a GC for the amount of the purchase price.Customer Answer
Date: 09/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************
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