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Business Profile

Retail Shoes

Designer Brands Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

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

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Designer Brands Inc. has 111 locations, listed below.

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    Customer Complaints Summary

    • 234 total complaints in the last 3 years.
    • 79 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:02/03/2025

      Type:Service or Repair 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.
      I purchased 2 pairs of shoes from the buyer with expedited shipping since I was going back to school overseas and my flight left early monday morning one item was suppose to get there jan 16 and the other jan 17. I went outside on the 16th and didnt see anything outside however due to the bad weather I figured they would both get delivered on the 17th the 17th came and I didnt see anything outside but ************. I contacted dsw and I was told to wait until Saturday I waited and nothing I contacted them again and was told I would receive a refund I reached out several times since then for updates via the customer service chat on my refund and I was told the same thing each time that It is processing I contacted them again today feb 3rd and was told that I had to contact my bank and that no refund was processed It has been almost a month of me getting the run around I want my money back I shouldn't have to spend money to make an international call to get in contact with my bank to file la dispute when Ive been told for almost a month I would be getting my refund.

      Customer Answer

      Date: 02/04/2025

      I see this is a repair issue I think there is a mistake I never received the item I would like a refund

      Business Response

      Date: 02/06/2025

      Hi Francessca,

      Thank you for Contact DSW.  
       
      I apologize that you did not receive your most recent ************************** order, and for the customer service you received when contacting us about this issue. I hope youll find the resolution to your complaint with the attached document satisfactory.  

      Thank you for shopping with DSW.

      Sincerely,
      *****, DSW ****

      Customer Answer

      Date: 02/06/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

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

      Regards,

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

    • Initial Complaint

      Date:02/03/2025

      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.
      Placed order for two items with a subtotal of $53.97 and used a $30 offer code received via email. One item was shipped (sneakers) the other item was in store pick-up (cushions). When we went to the store to pick-up the associate was unable to find the order. She said it wasn't a problem, that we would not be charged and if we already had been a refund would be issued. On the day I received the cancelation notice for the missing cushion part of the order, I was for some reason charged for the cushions (at a discounted rate because of the promotion applied to the order). When I contact chat after several days of waiting to see if that issue was corrected, I was instead told I OWED money on the sneakers. Makes absolutely no sense. It is not my fault if the DSW system is so poorly designed that after the cushions were canceled, the order no longer met the $49 promo requirement amount and the system removed the promo. I am NOT LIABLE for the order not being available for pickup or DSW system limitations. I am baffled by the entire experience. What kind of system doesn't show the original order, what kind of email customer service refuses to read all the attached proof I provided as I have here? What kind of company is this? Copies of confirmation email, promo email, cancellation email and BOTH charges to my account are all attached.

      Business Response

      Date: 02/06/2025

      Hi ****,

      Thank you for Contact DSW.  
       
      I apologize that an item cancelled from your recent ************************** order, and for the customer service you received when contacting us about this issue. I hope youll find the resolution to your complaint with the attached document satisfactory.  

      Thank you for shopping with DSW.

      Sincerely,
      *****, DSW ****

    • Initial Complaint

      Date:01/26/2025

      Type:Customer Service 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 boots through DSW on 01/25 - I received a notification that I was charged over $200 for this transaction! I reviewed the order and it showed that two pair of boots were ordered , different sizes too (i kept two sizes in my favorites because I was indecisive about the size). i only placed ONE size in my cart but two were added. I contacted customer service about cancelling the order because it was an error through their website and they denied me. They told me I had to wait to receive the items and then drive 30+ minutes to return the items. It hadnt even been 24 hours since the purchase and its ridiculous that they cant fix an issue that their website caused. I told them it was an inconvenience to drive 30+ minutes without having a car, and their solution was to drive to a ****** I cant do that either ! ***** customer service ever !

      Business Response

      Date: 01/30/2025

      Hi Monse,

      Thank you for Contact DSW.  
       
      I apologize that we were unable to cancel an item from your recent ************************** order, and for the customer service you received when contacting us about this issue. I hope youll find the resolution to your complaint with the attached document satisfactory.  

      Thank you for shopping with DSW.

      Sincerely,
      *****, DSW ****

    • Initial Complaint

      Date:01/24/2025

      Type:Delivery 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.
      I order sneakers with dsw and once again they use LaserShip, a poor delivery company who sends drivers out in mini vans, the package was marked delivered and a picture shows a front door. 1. The front door isnt mine so it wasnt delivered and 2. I informed ********* to deliver my package to the back door of my house for security purposes package isnt at my house, dsw agent was extremely rude and told me to dispute the charge with Afterpay but they wont help me cause dsw said it was delivered, the dsw supervisor informed me to dispute the charge I demand that dsw refund me for my order #********** and also they change the company they use for delivery

      Business Response

      Date: 01/29/2025

      Hello ******,

      Attached to this message is the proposed resolution to your inquiry. Thank you!

      Cameron - DSW

      Customer Answer

      Date: 01/30/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint. I will take the refund back to my Afterpay account and I appreciate the time, I did inform lasership, the delivery service prior to leave it at the back door in a safe location but they didnt listen 

       

      thank you for the refund and help

      Regards,

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

    • Initial Complaint

      Date:01/22/2025

      Type:Delivery 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.
      On January 1st I ordered shoes for my sons from the DSW website. They were projected to arrive on January 5th. On the day of arrival I received a phone call from ***** claiming that my address was incomplete and the delivery attempt had to be redone after they collected my apt number from, which I provided. On January 9th another failed delivery attempt was made in which I called dsw to complain about not getting my sons shoes. They offered a small discount and instructed me to wait 24 hours to receive the shoes. If I had not received the shoes in 24 hours I was informed that I could request a no charge reorder to be sent. After waiting 24 hours I called dsw again to have a no charge reorder completed. I was informed that the no charge reorder had been placed and that I would get new shipping information in my email (this NEVER HAPPENED). On January 16th I got a notice from ***** informing me that the shoes were delivered to an address in **. I called DSW AGAIN! This time I requested a refund in which I was informed I would get an email confirming the refund had been processed but did NOT GET ANY EMAIL. I want my money back from DSW because I do not have the product I purchased.

      Business Response

      Date: 01/23/2025

      Hello ********,

      Please review the attached document for the provided resolution. Thank you!

      Cameron - DSW

      Customer Answer

      Date: 01/23/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

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

      Regards,

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

    • Initial Complaint

      Date:01/16/2025

      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.
      I purchased shoes (order #**********) in November 2024. The package was stolen or delivered to the wrong address, so I had to order a replacement. The replacement shoe was set to arrive after my event. Instead I called DSW multiple times to cancel the order all together. On December 15, 2024 I called customer service and was told my order would be cancelled. The order was not cancelled and it still arrived at my home. I went to the DSW Store in **************** on December 22, 2024 to return the shoes. I was told I would receive a refund of $66.77. To this day I have not received my refund. I have called MULTIPLE times. I have sent MULTIPLE emails to customer service. I went back to the physical location to confirm that the shoes were returned correctly. I have contacted both ***** Pay and my financial institution to find the missing refund. I sent proof of my Apple Pay and bank statements showing the last refund of $44.77 has not been processed. I spoke with ********, a customer service representative on January 2, 2025. He informed me that he would escalate my request to his manager ********* to schedule a 3-way call with my bank. Today is January 16, 2024 and I have still lot received a call back from ********* or ********. At this point I have not received a refund in over 2 months and customer service refuses to assist. This entire experience is fraudulent and I am demanding a refund or I will need to escalate these matters.

      Business Response

      Date: 01/29/2025

      Hi ******,

      Thank you for Contact DSW.  
       
      I apologize that you have not received your recent refund from your most recent ************************** order, and for the customer service you received when contacting us about this issue. I hope youll find the resolution to your complaint with the attached document satisfactory. 

      Thank you for shopping with DSW.

      Sincerely,
      *****, DSW ****

      Customer Answer

      Date: 01/31/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint. Thank you to ********* ******* who was able to refund me and make this right. 

      Regards,

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

    • Initial Complaint

      Date:01/14/2025

      Type:Delivery 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.
      I placed an online order on December 8, 2024. The order was never shipped. I contacted the merchant on December 19, 2024. The merchant confirmed the item was out of stock. She promised to send the order over to cancellations and assured me the item would be canceled within 24 hours. December 24 - The order has not been canceled. I contacted the merchant via phone. I was told the authorization was no longer pending. I explained the order was paid using a third party, Klarna and the order would need to be canceled in order to receive a refund. The agent assured me the order would be sent to their cancellations team and would be canceled within 24 hours.January 13 - Klarna says merchant has to be contacted before refund can be issued. I called DSW again. I explained the issue. I was transferred to a supervisor who once again assured me the order would be sent to their cancellations team and cancelled within 24 hours.January 14 - The order has not been canceled.

      Business Response

      Date: 01/15/2025

      Hi ********,

      Thank you for Contact DSW.  
       
      I apologize to hear that you never got an item from your most recent ************************** order, and for the customer service that you received when contacting us about this issue. Youll find the resolution to your complaint with the word document attached.

      Thank you for shopping with DSW.

      Sincerely,
      *****, DSW Inc.

      Customer Answer

      Date: 01/16/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

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

      Regards,

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

    • Initial Complaint

      Date:01/14/2025

      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.
      I bought a pair of Timberlands online from DSW and when I received them, you could clearly see they were used. The bottoms of both boots were dirty and both boots had creases in the leather. The box they came in was broken and looked like a used box as well. Very dirty, very worn boots.

      Business Response

      Date: 01/15/2025

      Hi *******,

      Thank you for Contact DSW.  
       
      I again apologize to the you received a worn item with your most recent ************************** order, and for the customer service that you received when emailing about this issue. Youll find the resolution to your complaint with the word document attached.
      Thank you for shopping with DSW.

      Sincerely,
      *****, DSW ****

      Customer Answer

      Date: 01/15/2025

      '******* *****' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
      3:10 PM (58 minutes ago)
      to disputeresolution

      Hello,

      I just wanted to say that DSW sent me a new pair of boots (at no cost of course) and I am completely satisfied with the outcome. As soon as I took it to the corporate office and gave them pictures of the boots they sent me a new pair via ***** next day delivery. I am very happy with the outcome.

      Thank you very much for helping me in this matter!

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

    • Initial Complaint

      Date:01/12/2025

      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.
      On 11/22/2024, I placed an order for MUK LUKS-********* Slipper (ORDER # **********). The slippers shipped directly from the Muk Luks warehouse, and when I received the slippers, I thought they looked weird and not as pictured. When I tried them on, they were not cut and sewn correctly. There was too much fabric around the heel and sides of the slippers where the fabric meets the sole of the slipper. The excess fabric meant the slippers had no structure, and they were impossible to walk in. When I tried to take several steps in them, I ended up seriously hurting my foot and ankle. I immediately contacted Muk Luks. Their response was that they wouldnt do anything and I needed to return them to DSW. So, I contacted DSW via email because I dont live near DSW and I dont think DSW should be able to deduct $8.50 from my return for mailing back and returning defective slippers that I cant safely wear. DSW **************** emailed back and said that I wouldnt be charged, and they could refund shipping charges. But, the paperwork they sent has my return marked as Quality not as expected and it shows an $8.50 tax deduction from my return value, making my return amount only $1.12. Im just wanting confirmation that Im not being deducted $8.50 for returning defective slippers? And Id like a positive confirmation that I will receive my full amount of $9.62 back when I mail the slippers back with the included shipping label?

      Business Response

      Date: 01/14/2025

      Hello ******,

      I'm sorry to hear about any confusion you may have experienced when conversing with our team. I've reviewed your order and it's already notated to ensure your full refund upon your item return.

      Our customer service department are more than capable of proceeding with the full refund for your requested order given the circumstance of your purchase. Again I apologize for your overall experience. 

      Thanks again for bringing this matter to our attention. Have a wonderful day!

      Cameron - DSW

      Customer Answer

      Date: 01/14/2025

      Better Business Bureau:

      I appreciate Camerons prompt response and clarification of the situation. I accept the business's response to resolve this complaint.

      Kindly,
      ****** ******

    • Initial Complaint

      Date:01/07/2025

      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.
      On 11/28/2024, I placed on online show order from **************************, order number **********. The items arrived in multiple shipments on different dates. On 12/2/24 I returned 2 pairs, on 12/4/24 I returned 4 pairs. On 12/9/24 I returned 1 pair. All these returns were made at a DSW store DSW Designer Shoe Warehouse, **************************************** as per instruction from DSW that returns can be made to a store. The store does not issue an itemized receipt for returns. The do send an email acknowledging that "Weve received your return. You will receive a refund to your payment method within 7-10 business days". No refunds have been received for these returns to this date 01/07/2025. Payment originally made with Discover Card. I have made multiple phone calls, at least 3 to DSW customer service. Every time, I was promised that a refund will be processed, however, no such happened. This is extremely concerning, fraudulent business practice. They hold the goods as well as my money. I did not authorize DSW to keep my funds without paying interest rate.

      Business Response

      Date: 01/09/2025

      Thank you for contacting DSW.

      Our sincerest apologies for the inconvenience caused & any delay caused in regard to your returns made on Order#**********. We understand your refund was sent to our Team that handles refunds & it wasn't automatically processed when the items were returned. We apologize for the delay it took as our team had to review the items that were returned. After review, the refund was successfully processed in the amounts of $58.65, the Reference number is: *********************** & $568.20 with Reference number: ***********************. Please allow 3-5 business days for the refund to post. If you need any further assistance, please provide the reference numbers to your Financial Institution to locate the refund details.

      Again, we apologize for any inconvenience caused & we thank you for being a VIP Member.

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

       

      Customer Answer

      Date: 01/18/2025

      Thank you for your help. BBB sending this complaint to DSW shoes did in fact help receive my refund back in full. I truly appreciate this. 

    Designer Brands Inc. is NOT a BBB Accredited Business.

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