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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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Stuart Weitzman has 3 locations, listed below.

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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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    • Initial Complaint

      Date:11/30/2022

      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 placed an order in the amount of $426.87 USD (Order number is: ************) on the website of "************************************************** for Cyber Monday sales at 6:19 PM, Nov 29 2022.Only after less than 3 hours, I realized that the mailing address is incorrect( I was not asked to input it, it just fetched the information of my Paypal account), at 8:49 pm, I called the **************** number at ************. The representative who answered my call told me that because the order was placed more than 30mins, so they can't either update the correct address for me or cancel the order. Through the phone, she told me that the only thing they can do is to proceed with shipping all the three pairs of shoes to a place where I'm not living anymore. I don't think this is what called "****************", they didn't assisted me but making things even worse. I believe I have every right to update my address. And I recorded the last 10mins of the conversation with the SW agent, I can send it through email to prove what I said is all truth. And I made complaint against it with online agent too.When I shopping with other merchants, they help me to fix the issue. I already told StuartWeitzman that the address is incorrect, it's totally the responsibility of them if they insist on shipping out the items on my order to the wrong place. As I already told them early enough.The correct mailing address for my order is: "1 ****************************************************************". My request is that they should send my order to the address above.

      Business Response

      Date: 12/27/2022

      Hi, 

      Apologies for the delay in response. 

      Outside the one call, client never reached out again concerning this order and any error made. Client also had the option to contact *** to have the address changed, which doesn't appear to have happened. How does the client wish to be serviced at this time?

       

      Best, 

      SW Customer Care 

    Stuart Weitzman is NOT a BBB Accredited Business.

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