ComplaintsforDesigner Brands Inc.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order with DSW on 9/19/23 for five items. One item in my order was cancelled by DSW. A different pair of shoes arrived noticeably worn and scuffed. I was in disbelief DSW would sell these as new and reached out to customer service for a replacement. A replacement was not available in the same size and after back and forth, they refunded me $10. A separate customer service rep reached out apologizing for the situation and fully refunded me $42 for the shoes. Jump to February 2024, I have a $63 pending charge on my credit card from DSW. I email back and forth with their customer service to have this removed. They confirm it will be removed and it never is. I reach back out in March and again, am told it will be removed. March 11, the charge goes through on my card. I email to have this refunded and they tell me I need to be charged because they didn't charge me enough for the initial order. I have had multiple customer service agents tell me conflicting messages and no one can confirm or explain exactly why I'm being charged this $63. To have this issue drag out 6 months is unnacceptable.

  Business response

  04/16/2024

  Hi ******,
  
  Thank you for contacting DSW. I apologize for the billing issues that impacted on your recent order **********. I completely understand your frustration and the customer service you received while contacting us about this issue. As I am sure that you are aware, there were some major system issues (both system and payment) with this order, and again I apologize for any inconvenience this has caused you. The reason why the $63.84 pre-authorization was continuing to appear on your Visa **** was because we were unable to collect the full balance of the items on your order until 3/9/2024.
  
  I do completely understand and agree with your frustration regarding this, and the fact that it took over six months for this amount to be collected. Because of this, I have issued the refund of $63.84, and you can expect to see this reflected on your Visa ending in **** within 3-5 business days. The return confirmation number (ARN) that confirms this refund was processed successfully is ***********************. As a token of apology for your experience with this, I have issued you a $50 electronic gift card *********** to your email address ********@gmail.com. You can expect to receive the confirmation email shortly, and the activation email within 24-36 hours, please check your spam or junk folder if you do not see this activation email within your inbox as they sometimes go there instead. Thank you for being a DSW VIP Gold member!
  
  Sincerely,
  ******, DSW Inc.

  Customer response

  04/21/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase a total of 6 pairs of sandals from dsw payong nearly $600 through afterpay I paid the shoes off in full the I have been trying for a month to exchange the shoes for a bigger size and I can't because I don't have access to the afterpay account anymore the shoes are sized weird I called the nearest dsw store to try to get the issue resolved but the shoes I purchase are only sold online

  Business response

  04/09/2024

  Hi ****,
  
  Thank you for contacting DSW. I apologize for the inconvenience you have experienced from the issues who have had trying to exchange your recent orders ********** and **********. Due to not having access to your After Pay account anymore, I would highly suggest returning/exchanging the orders in-store through the POS system, so that your refund can go back to the card that was associated with your After Pay account. All of our stores are able to place online orders for customers at their registers, so they would be able to assist you with placing a new order for different sizes or different items. Thank you for being a DSW VIP Elite member!

  Sincerely,
  ******, DSW Inc.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Re VIP account associated with email *************@gmail.com I have several concerns with my account and relate the following facts; 1. Gift cards refunded were associated with refunding prior gift cards issued in a digital format. Multiple requests sent to DSW before during and after anytime a GC was going to be issued for a refund were requested to be sent back electronically. Despite this they have ignored this and issued GC that either do not work, I do not receive as they are either sent to a wrong address and not desired to be received in a tangible form. Please provide a full accounting of all GC'., refunds, orders and payments for all orders ever shipped to Glenbranch. This information is not visible to me online. 2. DSW frequently accepts an order and takes payment, only to delay weeks later on fulfillment after tying monies for weeks before notifying or refunding. Then they issue no workable apology codes for 30% off. Exhaustive contacts to their CS dept result in bounce back communications or no reply at all. 3. Most recently, attempts to use online promo codes BOGO 50% OFF and due GC's account credits/rewards etc. resulted in a 90 minute chat trying to resolve that ended with no resolution. Rep promised call back next day and no call ever came. The chat transcript was asked for 5 times during chat session to which he would not give an answer if that was possible. Please assign this account to an executive to work thru all customer concerns until inquiries can be answered in detail.

• Initial Complaint

  03/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on February 15th, 2024 for 2 items. I received one of the items and every time I tracked the other one the delivery date changed. I reached out to DSW on March 18th via email and received a response on March 19th stating that I would receive a refund via Paypal in 3-5 business days. I did not receive the refund so I reached out again via DSW's customer service chat and again was told that I would receive a refund in 3-5 business days and that my refund would be escalated to make sure I receive it. It is now March 30th and I still have not received my refund. This is absolutely ridiculous as my purchase date was 6.5 weeks ago and I never received the item I purchased and now it has been 12 days since I was told I would receive a refund.

  Customer response

  04/08/2024

  Can you please cancel my complaint # ********? This has been resolved.

• Initial Complaint

  03/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  ORDER # ********** On 3/17/24 I bought three items from DSW.com which were charged to Paypal Credit. Total for order was $80.23. I received three separate charges from DSW for $80.23 to this account. Total deducted from account: $240.69 Total owed by me: $80.23 Total owed by DSW to me: $80.23 Total already refunded/released by DSW: $80.23 According to [email protected] the 1st charge was a "hold" to "authorize the purchase" instead of the actual charge for the order and the hold would be released within 1-3 business days. The second charge would be the actual purchase or "settling the transaction" for the order. Paypal is now showing that the 1st charge/hold has been released. The third charge came through as an adjustment for an additional $80.23 which changed my purchase total to $160.46. I again reached out to [email protected] and provided screenshots of all transactions with DSW (the three charges for $80.23 and the one credit for $80.23) and was told that because my items "shipped out separately, that's the reason why you received have received a individual amount. No worries; pending charges are just a pre-authorization charge that will fall off your account within 3-5 business days." I was never charged the "individual amount" for the items ordered. I am being repeatedly charged the entire amount for the order. Also, I was sent the wrong shoe size for the LifeStride-Caramel Sandal. I ordered a 6W and received a size 6. Item will be taken back to store for exchange as soon as DSW stops billing my account over and over again.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 3/17/24 I ordered a pair of shoes on DSW's website (order #**********), to ship to my local store. At checkout, the website said the shoes would arrive in "4-7 days", which puts tomorrow, Sunday, 3/24 on that upper end of that timeframe. There have been no updates to the order other than it has been "delayed". When I contacted the corporate customer service office, they indicated that the shoes arrived at the store yesterday, even though the website status hadn't been updated. Also, DSW like most retailers charges a card only when an item ships so its not possible that the shoes had been shipped. I called the store on Saturday afternoon (3/23) but the employee had no information about the status of the order. She did not indicate that the shoes had arrived at the location. I need these shoes before Monday, and feel like I'm being yanked around by a company that has no idea where any of its products are. They also told me that they interpreted the 4-7 day delivery promise as "business days" which can't be right because the website doesn't say that. So already there is false and misleading information provided at the outset by the Columbus Ohio office where this complaint is being sent. I can't wait around a week until DSW gets its act together. Strangely, the Columbus, OH staff never bothered to call the store to track down the shoes. I'm not sure if they're not "allowed" to do so, or if they were just lazy, but this wasn't good customer service. I had hoped to hold off on this complaint to give the store time to track down the shoes, but as of 3/23, they don't have them, and its unlikely they'll arrive in time. Since the company doesn't care what I say, I gather they'll take their sweet time, by adding an extra week to the shipping timeframe, and they will likely charge my card during this period. So its its impossible to cancel the order, I need a refund. I will buy different shoes from another company before Monday. The order number is #**********.

• Initial Complaint

  03/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Dear DSW Customer Support, I hope this message reaches you in a timely manner in regards to order #**********. I am writing to express my utmost frustration and disappointment regarding the non-delivery of my recent order and the lack of progress in obtaining a refund or my items, at the very least. Regrettably, I have reached a point where I feel compelled to explore alternative measures, including contacting the Better Business Bureau and requesting a chargeback, due to the lack of resolution from DSW. Despite following your instructions and contacting through the support channels as advised, I have not achieved any success in resolving this matter. The non-delivery of my order and the subsequent failure to provide a refund have caused significant distress and inconvenience. I implore you to understand the severity of this situation. As a last resort, I am now requesting a chargeback to ensure appropriate action is taken. It deeply saddens me to have to resort to such measures, as I had hoped for a fair and timely resolution through DSW’s support channels. I urge you to take immediate action to rectify this issue. The lack of communication, resolution, and accountability is unacceptable, and it undermines the trust and confidence I once had in DSW’s services. I kindly request your urgent attention to this matter and a swift resolution to ensure my order is delivered or a full refund is provided promptly. I genuinely hope we can avoid the need for outside involvement and resolve this matter amicably. Thank you for your immediate attention to this urgent matter. I expect a prompt response and a satisfactory resolution to this ongoing issue.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered the Bottega Veneta-Woven iPhone X Case & Pouch. I ONLY RECEIVED THE IPHONE CASE. NOT THE POUCH! How does somebody packaging the order not package the WHOLE ITEM THAT I PURCHASED. I need a replacement. I do not want a refund. I want a replacement because I did not receive my pouch. I called customer service and they were not helpful at all. They told me to return the item but how can I only return half of the item? It does not make any sense. This has been an extremely frustrating experience. DSW customer support told me to go to the store and return the item. That is the only thing I can do. They could not provide a replacement. I need DSW CORPRATE to contact me immediately to go over what happened with the oversight in packaging the item at the warehouse. Where is the pouch that was supposed to be included with the case? I need a replacement or replacement of similar color.

  Business response

  03/25/2024

  Hi ***,
  
  Thank you for contacting DSW. I apologize for the inconvenience you have experienced from receiving your recent order ********** for the Bottega Veneta Woven iPhone X Case & Pouch without the pouch. I completely understand your frustration regarding this and have shared this information with our quality control team to investigate further. Typically, our customer service team would offer to send a replacement for a situation like this, but since this is a luxury item, we would need to receive the item back to us first before sending a replacement and that is why you were advised to return and repurchase this item.
  
  Unfortunately, since the item has already been returned and a full refund has been issued, we are not able to send you a replacement for this item. As a token of apology for your experience with this, I have applied $30 in Rewards to your DSW VIP account. These Rewards will be valid until 6/8/2024 and can be used in-store or online with no brand exclusions. Thank you for being a DSW VIP Gold member!
  
  Sincerely,
  ******, DSW Inc.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased four pair of shoes online via DSW.com on February 18, 2023. Three pair were returned via FedEx, with the help of an online customer service representative, on February 22,2023 at approximately 8:00P.M est. Which I received Tracking numbers for, and was told by the representative at that time, that it could take up to 7 to 10 business days to received my refund of $136.21. DSW received the items on February 26, 2023. When I had not received my full refund by the 10th business day which was March 8th, but only partial $87.48, I called, and spoke with a manager who stated that they had an issue in the return department, but it would take 3 to 5 business for me to received the rest of my refund of$48.73. As of today March 14th DSW has yet to refund the rest of my money nor have they tried to reach out to me,not one time. This is stealing! I did everything I suppose to do on my end! When I called DSW today the representative couldn't not explain where my money is. I should not have to pay for the mistakes their coworkers made nor should I have to wait for them to get it right.

  Business response

  03/25/2024

  Hi *****,
  
  Thank you for contacting DSW. I apologize for the inconvenience you have experienced from the issues regarding the refund for your recently returned order **********. I completely understand your frustration regarding this, and I have shared your feedback with our back-office team to investigate further. While reviewing your order, it appears that was a system issue that resulted in the $48.73 not being processed correctly. Only the $43.74 refund on 3/5 and the $43.74 refund of 3/6 were processed successfully through our system.
  
  While reviewing our payment platform, I can confirm that one of the representatives you spoke with on 3/15 was able to manually issue the $48.73 refund. The return reference number that confirms this is ***********************, and this should be reflecting on your Visa **** since it is past the 3-5 business days to post to your account. As a token of apology for your experience with this, I have applied $15 in Rewards to your DSW VIP account, and these will be valid until 6/8/24. Thank you for being a DSW VIP Club member!
  
  Sincerely,
  ******, DSW Inc.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am an Elite member for DSW's rewards program. And every year DSW provides an annual perk gift to their members. One is asked to pick and reserve a gift, then when you order it, it gets shipped to you. This year I selected the Puffer Tote & Sling and reserved it for a month or so. My members page continues to show me that it is saved for me. Last week, I ordered the my free gift and I was sent the wrong gift, a backpack instead. When I reached out to their customer service via online chat, for one they were very slow to respond, and they seemed clueless at first. Then they kept telling me that they ran out because they had high demand on the item. So what was the point of reserving the gift that I did, and why if it ran out wouldn't I be informed, or at least why wouldn't it show on my rewards program page. I'm just confused by all the mixed messaging that DSW is providing via their customer service and website.

*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. ↩