Complaints

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

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Rack Room Shoes has 11 locations, listed below.

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• 

  Rack Room Shoes

  8310 Technology Dr Charlotte, NC 28262-0301

• 

  Rack Room Shoes

  661 Promenade Pl STE 11 Columbia, SC 29229-6916

• 

  Rack Room Shoes

  615 Branson Landing Blvd Branson, MO 65616-2089

• 

  Rack Room Shoes

  9815 Sam Furr Rd STE A Huntersville, NC 28078-4901

• 

  Rack Room Shoes

  1819 Matthews Township Pkwy STE 500 Matthews, NC 28105-1851

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:06/14/2025

  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.

  On 5/12/25, I ordered two pairs of Coconuts mules (one cream pair + one pink pair). The pink pair arrived with visible stains which I photographed. I called to see if I could send the damaged pink pair back and exchange it for the same pair in black (as I could now see how easily they stain). I was told by an amiable customer service *** named ******* under ticket # ******* that I could do so at no cost, just to call once I've returned the pair with the new pair in my cart and they'd honor the original transaction. When I called yesterday to do so, they tried to charge me $42.49 despite only receiving a refund of $22.49 for the same pair. I spent 35 minutes on the phone with customer service trying to make this right to no avail. She said it would cost $42.49 to ***lace the damaged shoe and that after they had my money, she could "put in a ticket" to try to get the price down to the $35.82 I was charged for the **** shoe. I sought to escalate the call (can't remember the last time I've done such a thing but this wasn't right). I was placed on a very long hold and then told a supervisor wasn't available at the moment but that they would call me back before EOB that day. They never called yesterday or all day today. I also take issue with the fact I only received a refund for $22.49 despite their own return form saying the **** pair cost $35.82. Moreover, they listed the reason for the return was "Change of Mind" when in fact I was shipped damaged shoes (the return slip they previously generated correctly stated "Product Was Damaged" and I can't imagine how this got changed). I will never buy from this business again.

  Business Response

  Date: 06/23/2025

  We were able to resolve the issue with the customer. Case *******.

  Customer Answer

  Date: 06/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me (although it should not have taken a BBB complaint, near double digit phone calls, and hours of my time to resolve).
  
  Thank you. 
  

• Initial Complaint

  Date:02/08/2025

  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.

  On 01/14/25 I placed an order online for one pair of shoes. I decided to return the shoes at my local rack room shoes store in ********** for a refund on 01/26/25. When I returned home, I noticed on the receipt I was given at the store that I was refunded $65.67. The issue with this quantity is that I paid $76.03 when I placed my order online. Essentially, I am still owed $10.36. The difference in quantities is due to the fact that I wasnt refunded the full sales tax amount and shipping fee. I tried chatting with an agent and emailing the business to reach a resolution, but both efforts were futile. Both times, I was informed that sales tax refunds were based on a brick and mortar stores domicile. Regarding the shipping fee, the agent I chatted with stated that this was not refundable. I know that none of this is true and Im being blatantly lied to because 1. Ive made numerous online purchases in the past and have returned merchandise at corresponding brick and mortar stores for a full refund, sales tax and shipping fee included. 2. I triple checked rack room shoes return policy online and there is no mention of the sales tax caveat they are bringing up or of shipping fees not being refundable. I reminded both the agent I chatted with and the associate I emailed that this was theft. Rack room shoes is not willing to do the right thing, so here I am filling a complaint.

• Initial Complaint

  Date:08/23/2024

  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 the below and attached order on 8/10/24. No shipping or tracking information has been provided. I worked with their customer service person on 8/17/24 (through their online chat). They said they could not locate my order but promised someone would follow up with me in 1 to 3 days. Still no contact from anyone at Rackroom shoes and no delivery has been scheduled. It has been almost two weeks since I place the order and paid for it and cannot get any information from anyone at Rackroom Shoes. I would like my order delivered ASAP or at a minimum my money refunded. I can provide additional information if needed including scans of the chat session with their customer service people.

  Business Response

  Date: 08/26/2024

  Hello,

   Our ecommerce IT team has researched this issue using the information provided. It was determined that due to a possible technical site issue the order did not complete. There was no settlement or pending authorization found. There should have been no charge to the credit card. We are truly sorry for the confusion and inconvenience of this error. One of our customer care team members would be happy to assist with placing a new order. Please contact us @ ************** for assistance. 

  Kind Regards, 

   

• Initial Complaint

  Date:08/15/2024

  Type:Sales and Advertising 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 visited *****, ** store number 0402 on 8/8/24 at 6:30pm EST. Picked out 2 pair of shoes that both had the in-store signage indicating buy one, get one 50% off. At the checkout, the cashier advised the price did not include the sale. An associate went to the section in question, advised the sign must have been in error and the company sometimes changes prices. We pointed out the *** numbers both matched the sale sign, however the store would not honor. I emailed the customer service and requested a corporate response as they would not honor as well as ******** business page, both no response. *** ****** was the item purchased. I did not purchase the 2nd pair due to the store not honoring their displayed sale.

  Business Response

  Date: 08/16/2024

  The customer did not provide a telephone number with his email correspondence. We will reach out to him.

  Customer Answer

  Date: 08/16/2024

   
  I am rejecting this response because:
  Phone number ************ was provided in contact form submitted. 

• Initial Complaint

  Date:08/13/2024

  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 May 23 of this year, I purchased a pair of Birkenstock sandals for my daughter at the Rack Room Shoes in ******************* in **********, **. After about a week of wear, while we were traveling out of town during the week of Memorial Day, the buckle of right shoe detached from the strap. We weren't able to figure out how to repair or reattach the buckle so I just kept them for return later.When I went to return the shoes to the store, I found that the Rack Room sign was gone and the store was completely empty. Construction crews were inside working, and there were signs posted on the windows indicating no entry to be permitted. No signs indicated a new location for the store at the shopping center. Around a month later, I happened to drive through a different part of the shopping center where I saw the new Rack Room Shoes location. I made a mental note to bring the shoes by on my next trip to that part of town. On July 23, I brought the shoes to the new location of the store, presenting the shoes in the original box along with the broken buckle, and I requested an exchange. I was told that the store was unable to accept returns or exchanges for shoes that have already been worn, and instead, I would need to call the customer service number where I would be given directions for how to obtain an exchange, if they would allow. On July 23 at 3:17pm, I called the number provided on the card *************) and waited on hold for 1 hour and 40 minutes until a live human answered the call (call log attached). I explained the details and was told to send an email to *************************************** with at least six photos of the shoes, showing all sides and angles. On July 23, I sent an email (attached) with requested photos (six), asking for details on how to receive a replacement or refund.On July 28, I sent a follow up email (attached) requesting an update on my request. To date, I have never received a response from Rack Room Shoes.

  Business Response

  Date: 08/16/2024

  We apologize for the delay in resolving you situation late. We hope you will give us another opportunity in the future.

• Initial Complaint

  Date:07/11/2024

  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.

  Absolutely the worst shoe buying experience ever. Their online customer service is so incompetent. They should get an award for how to not do anything right. Needed to have 3 pairs of shoes delivered to my home. Only 2 pair made it. Out of the two that made it. One had it's box destroyed in shipping. They ship their shoes in thin baggies. So they can be easily damaged. Another pair was sent to a completely different address. I called customer service 2 different reps told me no worries that they would over night ship a replacement. 100% all lies. They never sent tracking and after having to call and chase down what actually happened they finally send tracking and assured me it was overnight shipping. Obviously they lied and sent it standard. Every time I contacted customer service I get the run around and lies. They truly must not like their customers. They definitely let you know that they dont have any morals or ethics as a business. Asked for a supervisor to contact me, needless to say that never happened either. Was told it's in the que for the last 3 days??? Will be blogging and making some videos to warn others to avoid this company. I am sure I will get the usual smug response that shows how much they hate their customers.

  Business Response

  Date: 07/19/2024

  We cherish our customers and strive to support them with their shopping experiences. It saddens us when packages arrive damaged, and we do replace the items for the customer. While overnight shipping is currently unavailable, customer items are delivered within 2 days. Standard delivery typically takes 5-7 days. We are grateful for the chance the customer has given us to address their issues.

  Internal reference: ******* & 1118938.

  Customer Answer

  Date: 07/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

  I also would like to add that the person whom had contacted myself regarding the complaint was very professional and understanding of my situation. 

  They resolved my issue promptly and respectfully.

  Thank you.

  
  

• Initial Complaint

  Date:03/22/2024

  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 purchased shoes on 03.10.24 in store in *********, ** at the location in **************. The Cashier did not apply the full available discount. Due to this, the order was "refunded" and repurchased. The refund due is $152.92. I was told it would be 7-10 business days for the refund. Typically a refund to a debit card is 3-5 business days. Today is day 10 and I am now being told to wait until *****. I was not asked for my confirmation/authorization number to actually research the refund. I find this to be deceptive business practices. I would not use my debit card again at their business. Also, as I write this I am awaiting an order that was placed three weeks ago through the store. I have received nothing yet from the location about my order.

  Business Response

  Date: 03/22/2024

  Thank you for reaching out. We are reviewing the customer's complaint and will respond directly to the customer within 48 hours. Internal case id #*******.

• Initial Complaint

  Date:03/11/2024

  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.

  Did not receive my order was told id be refunded within 10 business days still have not received anything my order is *******************

  Business Response

  Date: 03/26/2024

  Thank you for reaching our. One of our ************* team members will reach out to the customer within the next 24 - 48 hours. Internal case # 1061812.

  Customer Answer

  Date: 03/27/2024

   
  I am rejecting this response because: i still have not heard back all i want is a full refund for my order i have not received 
  
  

  Business Response

  Date: 04/01/2024

  Thank you for reaching our. One of our ************* team members will reach out to the customer within the next 24 - 48 hours. Internal case # *******.

  Customer Answer

  Date: 04/01/2024

   
  I am rejecting this response because: they are asking me to dispute with my bank my bank inly disputes if it was fraud they are asking me to lie to my bank when its not a fraudulent charge i did not receive my order and am being refused a refund.
  
  

  Business Response

  Date: 04/05/2024

  A refund will be issued. The customer is correct this is not a fraudulent issue. It is a stolen package situation as ***** provided photos that confirmed the delivery. **** provides purchase protection that covers theft.

  Customer Answer

  Date: 04/06/2024

   
  I am rejecting this response because:
  Its been a day since i was told a refund will be issued still have no email saying a refund has been issued

  Customer Answer

  Date: 04/08/2024

   
  I am rejecting this response because:

   

  Date Sent: 4/6/2024 6:15:54 PM
   
  I am rejecting this response because:
  Its been a day since i was told a refund will be issued still have no email saying a refund has been issued
  

  
  

  Business Response

  Date: 04/09/2024

  Our chat records do not indicate a refund was approved. Our response has not altered.

  Customer Answer

  Date: 04/09/2024

   
  I am rejecting this response because: last message that was replied i was told a refund would be issued 
  
  

  Business Response

  Date: 04/10/2024

  A refund will be provided in the next few days.

• Initial Complaint

  Date:02/29/2024

  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.

  I purchased shoes from the Rack Shoe store in ****** ****** online through Affirm and because the manager gave me the wrong order number they sent me the wrong shoes. I called and they said they would take them back but when I got to the store the manager said I couldnt get Affirm credit that he could only refund it to my ***** Fargo credit card. Now I have to pay Affirm interest on shoes that I no longer have

  Business Response

  Date: 03/11/2024

  Rack Room Shoes do not have a relationship with ******. Our records indicate the form of payment was a **** card ending in 4234. We apologize for any confusion and recommend you reach out to Affirm. 

  Customer Answer

  Date: 03/12/2024

   
  I am rejecting this response because: I ordered online through Affirm! The store manager refused to credit affirm for my return. He would only credit my credit card that I did not use to pay for the shoes. 
  
  

  Business Response

  Date: 03/13/2024

  Our website states the form of payments we accept.

  What forms of payment do you accept?
  We are able to accept:
  Cash
  Credit ************ Mastercard, Discover, American Express)
  PayPal
  Klarna (online only) learn more
  Rack Room Shoes gift cards
  We do not accept checks or money orders.

• Initial Complaint

  Date:02/29/2024

  Type:Order 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 went to Rack Room Shoes on Wednesday, Feb 28th around 6:30pm. I was looking at **** slides in the back left corner of the room, which is the men's sale area. I found one pair which was in the box at the sale rack (no lid on the box) which had a sticker on the box which said "26.99".When I checked out, the cashier charged me $49.99 (the original shoe price). I pointed out the sale sticker which said '$26.99'. The cashier then removed the sticker and said 'That sticker is wrong'. He said he could not help me. So I left without making the purchase. Then, I called the business and spoke to the manager (*****) who said 'What do you want us to do about it?'.

  Business Response

  Date: 02/29/2024

  We apologize for the customers recent store visit. Your experience has been reported to the Regional and District Manager. They will address it with the store location.