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Business Profile

Retail Shoes

Stuart Weitzman

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

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

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    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/18/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      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 and the matter has been resolved.

      Sincerely,

      ******* ***



       

      will also never wear. This essentially forces me to waste $117.42 due to no fault of my own. The inaccurate sizing is a product issue, and I should not be financially penalized for it. I believe this policy is unfair and unreasonable. Therefore, I request a full refund as a resolution to this matter. I appreciate your assistance in addressing this issue.

      Business Response

      Date: 03/25/2025

      To Whom it May Concern, 

      On March 15th, client live chatted our ************************* concerning the item she purchased at Final Sale (not eligible to be returned/exchanged or receive price adjustment). Despite our policy which is listed on the site we offered the client an exchange for size or alternate style of equal or greater value. Client declined this offer and was then advised the item could also be stretched as it was a fit issue. On March 20th the client reached out again concerning the order and was then offered the option to return for electronic merchandise credit which she has accepted. 

      Best, 

      SW Client Services 

    • Initial Complaint

      Date:12/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      *********** there were total 5 items in this order Im filing complaint because I didnt receive this order and today I received email stating 2 items were returned. But when I called to Stuart ******* I was told its been exchanged not refunded ? Id like total 5 items to be refunded to original payment method

      Business Response

      Date: 01/03/2025

      To Whom it May Concern, 

      *** ***, received her full reimbursement as of December 30th. The refund was issued back to the original form of payment. The client was also notified by our department. 

      Best, 

      Client Services 

       

    • Initial Complaint

      Date:12/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 have reason to believe this company is operating a Black Friday scam. I ordered a pair of boots there on Black Friday, today I was e-mailed without any reason at all saying my order was cancelled. It seems like they are cancelling a ton of orders. It looks like they are suggesting that people re-order in a few days: of course when they are no longer on sale. If they aren't going to honor sale prices then why sell the shoes in the first place? Very slimy.

      Business Response

      Date: 12/19/2024

      To Whom it May Concern, 

      The client reached out to us when her order was cancelled. At the time she was advised that inventory was selling out due to the Black Friday sale taking place. We were unable to fulfill the order for the size ordered, but the client did proceed with placing a new order for the item for another size we had available. Has since received the item and we have not heard back otherwise. 

      Regards

      ****** 

    • Initial Complaint

      Date:05/02/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Better Business Bureau:

      At this time, I have not been contacted by Stuart Weitzman regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:03/14/2024

      Type:Product Issues
      Status:
      Answered
      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 pair of shoes through the ******* store. They indicated they could not ship them to the store as item they no longer carry in store. Salesperson provide link for online purchase. I PAID FOR OVERNIGHT DELIVERY. Shoes failed to arrive. *** confirmed they were missing/not delivered. I immediately sent email to the store and followed up with customer service. What has followed has been over 2 weeks of runaround. Multiple futile communications. Agents promising refund and then not following. A store manager that does not apparently see it as a priority. The agent in the store keyed in something incorrectly and between the retail accounting department and the store they are unable to figure it out. I HAVE CLEARLY BEEN CHARGED! This is completely unacceptable service. Refund my money...do not expect poor service for luxury product.

      Business Response

      Date: 03/27/2024

      To Whom it May ************************ clients order was refunded same day Complaint was filed. As of 3.14.24 a refund was issued by the retail location. 

      Best, 

      Client Services 

    • Initial Complaint

      Date:12/13/2023

      Type:Delivery Issues
      Status:
      Answered
      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 the jet loafer a month ago. A week later I get an email saying my order has been cancelled. The shoes at this point are out of stock online. I called customer service same day for an explanation. At this point an employee 'promised' me that they would look around at store inventory and get back to me that same evening via phone or email. I heard nothing. A week or two later, the jet loafer is back in stock online. I call customer service and again ask for an explanation. These were purchased on the phone with customer service. And guess what, I received an email saying my order has again been cancelled. I call customer service again and I was offered '15% off a similar shoe'. This is ABSURD. If you want to keep your customers for your overrated brand, do better.

      Business Response

      Date: 01/11/2024

      To Whom It May *********************** made attempt at contacting the client on **** via telephone and left a message and have not hear back. 

      We are prepared to offer the client another style of interest at a discount if we can locate the size needed. Confirmed original style is no longer available. 

      Thank you 

       

    • Initial Complaint

      Date:11/10/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:10/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 have an issue that I would like to escalate. Over the past winter, I ordered (2) pairs of your Plum Croc Embossed Lucite Wedge Over-the-Knee Boots (1) for me (1) for my mother and the *** Delivery driver stole my boots! I called *** I don't know how many times. His manager forced him to return my packages, but he refused b/c of embarrassment and dropped them off at a automotive drop off and I had to drive and pick them up a week later, and when I did my mothers boots had been worn by most likely his girl friend and customer service refused to replace them, so I had no choice I ended up w/damaged boots. I was promised a 25% Discount on "any" and all future purchases, so, I've had sandals I wanted that have been sitting in my cart for 6 months b/c...the ************** rep who knew what happened and her supervisor who never returned my call until 2-3 weeks later and was so rude, cold, and felt verbally abused and what caused me more hurt than what I went through and had to keep the damaged $2,000 boots was the way I was treated and LIED too! there was no 25% off anything. Very cold, heartless and said I can only give you 15% take or leave it! I said, NO I was promised 25%, she said I changed my mind what? I can only give you 15%, I told her "why did you Lie to me? Anyone could receive 15% when you sign up for emails, forget I was forced to keep the damaged boots, unacceptable. I want what I was promised an extra 25% off immediately. i don't like Liars. *Latest, the sandals are no longer $218 (w/my 25% off they would have cost me $163.50) NOW they put these sandals up to $316.

      Business Response

      Date: 11/03/2023

      To Whom it May ********************* member of our team will be reaching out to the client directly to resolve the matter and offer to place new order with the 25% off that was promised. Will share update once we have confirmation of order placement. 

      Thank you 

       

    Stuart Weitzman is NOT a BBB Accredited Business.

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