ComplaintsforDesigner Brands Inc.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  online order total of 82.15$ on april 21. they had a promo: EARN $20 IN DSW DOLLARS Earn DSW Dollars April 15-28, 2024 when you spend $75 or more in stores and online. Earn DSW Dollars April 15-28, 2024. Redeem DSW Dollars May 12-27, 2024. If you qualify, your personal offer code can be found on your DSW Dollars that you receive in a DSW store, or in the email that will be sent to you on May 11, 2024. Earn $20 in DSW Dollars by spending $75 in a single qualifying transaction April 15-28, 2024 online or in store. DSW Dollars are earned after all applicable discounts are applied and before shipping and tax are added. Limit 1 per customer. One-time use. May be combined with VIP benefits i spent more than 75$ after taxes and rewards. after many email they said i got 20$ applied to my order. i used my rewards for this order . i got 20$ in rewards from dsw for ANOTHER thing. ( they made a mistake on another order and they gave me 20$ in rewards) i ask for the 20$ of the promo. i have never received the «  coupon » to redeem between may 12-27. they supposed to email me dsw dollars on may 11 . I got nothing and after many email they just say i have already got the 20$ on my order. i couldn’t got it if i bought in april and promo dollars mailed in may 11. but yes , i applied a reward of 20$ on my order but it was not for the promo i ask for. thank you

  Business response

  05/22/2024

  Hi ***** ***,

  Thank you for contacting DSW. We'd like to apologize for any inconvenience caused in regard to not receiving your $20 DSW Dollars after making a qualifying purchase. We apologize for this as sometimes the email will filer to the Spam/Junk Folder. We ask that you please check for the email with the $20 DSW Dollars. As a token of our apology, I've instead applied this $20 to your VIP account to discount any future order of your choice & it's valid for use before 08.05.2024 11:59 PM EDT.

  Thank you for being a DSW VIP Member.

   Sincerely, ******, DSW Inc.

   

   

  Customer response

  05/22/2024

  Hi,

  I wrote a final email to dsw yesterday to DSW to tell them I was maling a complaint toBBB.

  I received what I asked for .  

  Thank you, I think you can close my request because i got the DSW money in my DSW account. (store credit 20$)

  Have a nice day

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We placed an online order (**********) on 3/27. The order never got delivered. We called DSW multiple times to figure out a solution. Eventually, they placed a new order (#********** ) We never got a refund for the order we never received. We have called/emailed numerous times and they keeping saying refund is on the way.

  Business response

  05/21/2024

  Hi *****,

  Thank you for contacting DSW. We apologize for any inconvenience caused in regard to your Order#**********. We understand you claimed a non-delivery of the items & our Representative placed what we call a No-Charge Order, meaning we place a new order for the items at no additional cost to you & this new order will take in place of the total amount paid on the original order that wasn't received. As you've returned an item from the No-Charge order, a refund in the amount of $43.55 was refunded back to your Payment Method from the original order total. Please allow 3-5 business days for the refund to post.

  Thank you for being a DSW VIP Member.

  Sincerely, Fatima, DSW Inc.

  Customer response

  05/27/2024

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

• Initial Complaint

  05/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Everett,ma Location. Horrible service,made. First made me late for work as your employee REFUSED TO ALLOW NE TO USE MY VIP #, AND REFUSED ME TO INPUT THE "IN LOOM" CODE FIR DISCIUNT. Shoes were no good. My feet are weird they hurt after 4 hours made me go home. I threw the sneakers away because we're USELESS. TALK TO CUSTOMER SUPPORT THEY RECTIFIED THE PROBLEM I WENT BACK TO BUY ANOTHER PAIR OF SNEAKERS. I went in to try them on before I bought them to make sure they fit she said I could complete everything online and pick up the sneakers within 10 minutes. Which was a lie. I call customer support again 3 hours later they call me back, they said that I checked the box shipped to to ****** Street which is impossible. I explained to your customer service rep I do not live at that address no more, I have no access to that mail whatsoever as I do not live there. So I told her to cancel my order because she refused to take the check mark off and allow me to pick it up in the store. low and behold this morning I get a email saying you ship them to that address and charge my credit card which I told her not to now you put me in overdraft which cost me $35 on top of the 50 bucks for the sneakers. And I called customer service again today they told me there's nothing they can do about it.?? And then your agent told me you're open till 3:00 today to put a phone call in which is a lie as well do you train any of your workers can any of them comprehend English? I'm putting all this on social media so everybody knows how your people treat us. But do not even read my original complaint when your customer service rep call me and understand the problem. All she did was give me a $20 discount on my next shoes? Did not care enough to read my problem,! I work in customer service for **** ***** and if I have a treated a customer like this I'd be fired on the spot. So get hung up on by customer service, Tell them not to ship sneakers BUT THEY DO AND NOW I'M IN OVERDRAFT

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a pair of shoes online from DSW for $62.99 on 3.20.24. They didn't fit, so I tried to exchange them. I talked to a DSW rep via their chat portal, who arranged the exchange. I unfortunately did not save this chat. I brought the shoes back to the store, and when I tried to follow up on the new shoes via email, I was told an exchange was never placed and that I would get a refund. I was then told via email they never got the money in the first place, so they would not be issuing a refund. The charge was cleared from my bank account, which I did close a few weeks later. I reached out to another rep over their chat for another opinion, and they said they'd issue me a refund and that I would get an email confirmation after. I have not gotten anything from them since. I would like the exchange or a refund.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a purchase order number ********** the amount was $59.61. I sent the shoes back and received the confirmation email that the refund would process 7-10 business days. However, I never received the refund. I called in and spoke with a customer service representative who did not know what she was doing so I asked for a manager. The manager was just as clueless m, so now I am here. The card that was used for the purchase was lost so I had to order a new one. That card is on file in my online account. If that is not possible, I would like to have a check sent to me. Thank you for taking time to review my complaint .

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a pair of rhinestone heels for $66.14 on 4-27-24 and wore the shoes for 3 hours and the rhinestone fell off of the shoe. Went back to the store the next day 4-28-24 and the store manager refused the return a defective pair of shoes. The name of the shoes is Nina, the Manager said to contact the Vendor and the Vendor said to go back to the store. These shoes are defective and they should have been able to be returned, as they did not last more than 3 hours. The shoes were not going to be returned and used for another event and now I am having to purchase another pair of shoes somewhere else. I have a copy of my receipt shoes are still in the box.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 3/14/24 returned 2 pr. Tennis shoes and on that same time I repurchase the same 2 pr of tennis with a coupon $60.00 so the tennis shoes was $200.00 which I used my welfargo card. They refund the $231.00 to credit one but a week later they recharged me $231.00 which the refund for them was supposed to 0 because it was my money card.
  
  
  
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered two pairs of shoes online, and they came with the sales discount that would be applied to all purchases (regardless) and free shipping. I got an email that said "update" and "unfortunately we had to cancel your items," and they included a coupon of regret for future purchase. I did not know they would then send just ONE pair of shoes in next update, when I had not agree to that, and, worse, it was stripped of the order discount and I was charged full shipping. I would never have agreed to that, such a purchase would never have been worth it to me, I was not asked to OK the change, and I was already shopping elsewhere. When shoes arrive, I reached out to them, and I have both screenshots and their full emailed transcript of the chat that I had with support. They said they would offer me a "full refund". I did not recieve any further emai or info then or in the future about shipping shoes back, returning them to a store (which, with long covid, would be exertion I would've been miffed about), nothing more at all. Then much time goes by and no refund. I dispute the purchase with my credit card, but I was turned down, because the merchant said shoes were never returned. I was never given any instructions or requirement to do so, and I have the paperwork to prove it. It's a scam to strip buyers of sales prices or coupons or free shipping, as I'd never, EVER have bought the shoes if it were not for the sales price and free shipping with a larger purchase. I never agreed to changed terms or loss of entitled, agreed upon sales price. Further, they NEVER sent me an email with any instructions for further action beyond their simply initiating a full refund with regret over what had happened. They certain had my email, because they had my account info, the chat transcript came to me, etc. There is a reason this company already has an F with the BBB

• Initial Complaint

  04/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  DSW Customer Service is NEVER available via phone or email. I've placed two different orders in 7 days and choose to ship my items to the River Forest Store and they got cancelled. Both shoes are currently in stock, but my order was cancelled. Then I received a coupon for 30% off but it doesn't work. I want the shoes I ordered and a valid coupon. Also, how can a business mailbox be full and they don't take calls. Someone needs to work on fixing this issue because millions of consumers shop at DSW and they should have better customer service.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I returned four pairs of shoes within a couple of months as I was going on vac ation. None of the shoes fit properly, which created the need for the returns. All of my returns have been within a day or two of purchase in pristine condition and the tags attached. Because of this I am now on a return- restricted list (TRE file). All of my receipts originally said that returns were allowed if done within 30- 90 days (with no mention of how many returns would be allowed). This is embarassing as a consumer as I spend significant amounts of money with retial businesses. I will now restrict my own purchaes, thus making my purshases much less as well, and I will not return items. I demand my personal information removed from retailers.

*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. ↩