Complaints

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

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• 

  Stuart Weitzman

  10 Hudson Yards Fl 18 New York, NY 10001-2158

• 

  Stuart Weitzman

  685 5th Ave New York, NY 10022-4223

• 

  Stuart Weitzman

  10 Columbus Cir Ste 101B New York, NY 10019-1158

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:03/18/2025

  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.

  Dear Better Business Bureau, I am writing to formally file a complaint against Stuart Weitzman Outlet regarding an unfair return and refund policy. On March 9, 2025, I purchased a pair of shoes from Stuart Weitzman Outlet for $117.42. However, upon receiving them (March 14), I found that the sizing was significantly smaller than the usual size, making them unwearable. Given this issue, I promptly reached out to their customer service to request a return and refund (March 15). Initially, they offered me an exchange for a larger size, which I accepted. However, they later informed me that a larger size was out of stock and instead insisted that I choose a different style. The problem is that I do not like any of the available styles, and I should not be forced into selecting a product I do not want. In the end, my return request was denied, leaving me with two unacceptable options: 1. Keep shoes that I cannot wear due to sizing issues. 2. Exchange for another pair that I do not like and 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 

  Customer Answer

  Date: 03/27/2025

  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:12/23/2024

  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.

  *********** 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:

  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 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:

  UnansweredMore 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.

  1. Bought a pair of shoes online final sale.2. When shoes arrived left shoe did not fit at all (smaller)z i had bought a similar model before online with no issues. 3. Ask for a refund or replace with customer service. I have bought the brand for the last 20 years and never had an issue. Seems a product defect on the left shoe. 4. ***** from customer service was ride and unprofessional. Instead of requesting photos or answer in customer satisfaction way, she/he said it was a final sale and will ask management with no promises. 5. I replied if a shoe does not fit must have a defect. 6. She/he answered basically saying my feet was the defective one in a polite way. 7. I replied it was unacceptable.Got a reply management denied my replacement/refund. I want a replacement. Cant believe a brand like stuart weiztman does not care for a 20+ year client and allows its customer representative employees to be so rude.

  Customer Answer

  Date: 05/27/2024

  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:

  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 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:

  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 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:

  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.

  Hello Im *******************************. My order number is ************ I spoke with ******* on November 7, 2023. She told me clearly that I will get the refund within 3-5 business days but the merchant contacted *** for damage. I never said its damaged. The box looked fine but the shoes werent in the box . I am requesting for the refund please. Thank you

  Customer Answer

  Date: 11/14/2023

  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:

  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 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 

   

• Initial Complaint

  Date:06/27/2023

  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.

  Hi team, I bought a pair of boot from Stuart Weitzman outlet in June 9 2023. They mailed the boots to my home, the same day I got the boots, I found the soles are uneven. I put the boots on different tables, the boots can not stand properly on all of the tables, the heels are higher than they are supposed to be, so when the heels are on table, the soles are 0.3cm above the table, its absolutely quality issue. I mailed them back to the store on the third day. The sales told me their manger was on vacation, asked me to wait until 26th, and I tied to talk today (26th), they refused to refund, and told me thats their design, offer to give me same amount store credit. I dont feel comfortable to buy anything from them anymore. I asked for refund, their attitude became rude. I have a Vedio which is able to show the quality issue clearly. Please feel free to contact me for more information. My request is fully refund. Thank you for your help.

  Business Response

  Date: 06/30/2023

  To Whom It May ************************ client was offered an exchange for an alternate item or store credit. The item purchased was final sale in which it could not be returned or exchanged, but we offered an accommodation. As the item is final sale a refund to the original form of payment cannot be offered. The store is still willing to offer a store credit for this final sale return, store credit can be used on a future purchase in stores. 

  The client is free to visit the store at their discretion to proceed with the return for store credit. 

  Best, 

  ******

  ASM Customer Care 

  ******************** Customer Care

  Email response from store to client 6.27.23: 

  Dear *****, 

  
  I hope this email finds you well. I am sorry to hear that you are not satisfied with the pair you recently purchased from Stuart Weitzman. At Stuart Weitzman, we prioritize quality control and take customer feedback seriously. After thoroughly investigating your concern, we have determined that it does not stem from a manufacturer defect.
  Nevertheless, we value your satisfaction as our customer and would like to offer you some alternatives. We are more than happy to facilitate an exchange for another pair of shoes that better meets your expectations. Alternatively, we can provide you with store credit that can be utilized for future purchases.

  
  We apologize for any inconvenience, please dont hesitate to reach out and let us know which option you prefer.
  

  Best Regards,

  Stuart Weitzman **********************
  S: ************
  

  Customer Answer

  Date: 07/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have emailed them back on June 28, 2023. And mentioned to them that I dont accept any store credit due to the poor quality. I would like them to fully refund, and will never buy products from them anymore. I didnt get any reply back from them after. Please help me out. Thank you. If you need more detail regarding the issue and email, please feel free to let me know. Thank you. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** **
  
  
  
  
   
  

  Business Response

  Date: 07/11/2023

  To Whom it May concern, 

  A refund was issued to the client 7.4.23 back to the original form of payment via. the retail store. 

  This case has now been resolved on our end. 

  Best, 

  ****** 

• Initial Complaint

  Date:04/26/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Order *********** on 02/07/2023 for $524.70 Order *********** on 10/13/2022 for $377.94 I wrote four reviews in total for these two orders and they have been ignored. I contacted live support chat which made me wait 2 weeks for a response from their supervisor through which explains the reason why my reviews were not accept. The reason she gave me appeared suspicious to me that they simply do not want to publish my reviews due to their brand being sexist and not wanting men to wear their boots. I can attach screenshots of the emails that the supervisor wrote me which I think is a poor excuse to not publish my reviews. She did not reply to my email after I wrote her a complaint and demanding her to publish at least one only reviews.

  Customer Answer

  Date: 05/21/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Stuart Weitzman regarding complaint ID ********. I only desired for my reviews to be published on your website since I own 6 pairs of stuart weitzman boots.
  
  Sincerely,
  
  ***************************