ComplaintsforGenesco Inc.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a pair of boots as a Christmas gift that needed to be returned. These were returned ( with tracking) and recevied in January by Journeys Canada. We are now at April 3rd and I still have not received my refund. I have contacted this company many times. The 1st response was they were mailing a cheque that would arrive within 7-10 business days( this was in February). March they apologized for the delay and said they would issue this by mail again. 3 weeks later I am now told this has not been processed but once it is they will ***** Express the refund to me and will email me the tracking. It has now been a week and a half and still no refund or tracking. Taking 3 months to issue a refund is absolutely unheard of. I would never again purchase from this company nor would I ever recommend them to anybody!!!

  Business response

  04/05/2024

  We sincerely apologize for the unexpected delay in processing ******************** refund. We have been working diligently to get this processed and have confirmed with our ********************* that we will receive this refund check no later than 4/11. Once received, it will be shipped to the provided address with *************************** Priority shipping and will email our customer the ***** tracking information to track this refund to their door. We are also working diligently to improve our refund process for our amazing customers. We truly appreciate your time and patience.

  Customer response

  04/05/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i placed an order on 03/14/23 on journeys. the order didnt go through. instead of refunding me they took my money lol

  Business response

  03/20/2024

  We sincerely apologize for the inconvenience our customer, Nesha ***** has experienced with their canceled web order. We were able to confirm that their order was canceled before dropping to our **************** System. When placing an order, a request is sent to the customer's bank for a pending authorization for the full amount of your order. The pending authorization is released once your order is shipped out or canceled. Per our Accounting system, we are not seeing a charge for this order. Pending authorizations typically fall off in 3-5 business days. Depending on your bank and Apple's operating procedures, it *** take 3-10 business days for pending authorizations to be removed from your account. Please reach out to your financial institution to confirm any charges that *** be pending after 10 business days. We truly appreciate ****************** time and patience.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 21 2024 we paid for a pair of Ugg shoes for $74.71 from the journeys jr store in ****** **** *************************. The receipt says they would be delivered to our home within 5 days. On January 24 2024 Journeys cancelled the order because none was in stock and said I would have money back within 7-10 days. Its been almost 20 days. Thursday my wife went to the same store we bought from and showed them our receipt and they refused to refund her the money. I feel like this is the worst way to do business

  Customer response

  02/22/2024

  Have not gotten a refund or a call from them 

  Business response

  02/24/2024

  We sincerely apologize for the unexpected delay in getting our customer, **************, refunded for his canceled Special order #************. Unfortunately, we were not able to get his refund check sent out to him before we learned that a chargeback had been filed to get him taken care of instead. We sent the refund check back to accounting to be voided after receiving the update of a chargeback being filed. We are grateful he was able to get taken care of. We cannot apologize enough for not meeting continuous goal of providing our customers their refunds in a timely manner. We will continue to press towards our goal of World Class customer service with each interaction even with the unexpected changes and issues that we may encounter. After receiving his refund check from accounting, we received notice that a chargeback was filed to get him taken care of. We truly appreciate ****************** time and patience.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Filed a refund request on ******************* website:Order Number = ************ Item Purchased At = ******************* - ****** My Question = Returns/Exchanges Comment = I returned two pairs of shoes that were ordered in store since they were wrong style ****** tracking number ************). This was received in your warehouse on 12-20-23.Jan 11, **** - was contacted by their customer service (refund was issued 1/7/********* you for contacting ****************** We were able to confirm that your return has been processed. A refund of $168.38 has been issued back to your MasterCard ending in XXXX. Please allow 2-4 business days for the refund to post on your account.If you have any further questions or concerns, please feel free to contact us. Have a great day Kind regards,******************* **************** ************ I waited several weeks and then contacted customer service again. They still insisted that refund was issued, but it never posted to my credit card account. I even called Citibank to verify there was nothing pending. The refund has had ample time to be issued, but nothing is showing up. I just want to receive the refund for the merchandise that I returned.

  Business response

  02/01/2024

  Wel will reach out to this customer and ensure a refund is issued. 

  Customer response

  02/03/2024

  I would like to go ahead and close my complaint. The vendor has just posted the refund to my credit card on Jan. 31st, so the issue is resolved. Please contact me if there are any questions. Thank you!

• Initial Complaint

  01/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a pair of **************** boots on-line from Journeys. When I received them I realized they were too big. I took them to the Journeys store in *************** to exchange them. This was December 2, 2023. The sales man said he have to ship the boots because they were only available on-line. So, he asked me where to have them shipped and I requested they be sent to the store. He said theyll give me a call when they come in. I never got a call. On Dec. 16 I called the service **** to track my shipment. I was told they were sent to my house but they werent. I asked them to send to the store. Service rep said they had to do an investigation and it could take up to 10 days. I heard nothing! I called again on Dec. 28, 2023. Service Rep said they did the investigation and I should be receiving a refund check in the mail within 10 days. No check! I called again on January 16, ****. I spoke with a service rep named *****. He said I should get that refund soon. Its now January 27, and I still havent got my refund. Its starting to feel like a scam now. I paid $212.49 for these boots and I need my money back or my boots!

  Customer response

  01/30/2024

  I just want to thank BBB for your help.  The company sent me the refund check, finally. Again, thanks for your help. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company (not store) Journeys does not want to refund money or replace the item that has been stolen, they said my package was delivered an hour after it really was delivered.

  Business response

  01/20/2024

  We understand how frustrating it can be to have your package(s) stolen from your property. Whenever packages are stolen, we are typically not able to file a lost package claim as this claim is for packages that were misdelivered or still pending in ***** possession for 3 or more consecutive days. After reviewing your order notes, I see one of our **************** Representatives was able to go ahead and get **************** taken care of on 1/11/24 in the following ways: 1. refund back to original card for the ****** Samba OG Athletic Show - Big Kids - Cloud White / Core Black, 2. A replacement has been processed with exchange order #********* for the ****** Gazelle Athletic Shoe - Big Kid - Navy / Taupe in size 5. This replacement order was set up to be shipped to our ************* Journeys location in Elmhurst, **. According to *****.com, your order was delivered to this location on Friday, 1/12/24 at 2:05 PM with tracking #************. We are grateful that we were able to get this resolved for you. We truly appreciate your time and patience.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on Dec 09th for my sons Christmas gift. At the time of placing my order online, it stated that my order would be here with in 3 to 5 business days. I have reached out to customer service on several occasions. After my 3rd attempt of texting someone I was told to call the corporate number. On Dec 22nd I was told that they would expedite my order and I was placed hold so that he could get a tracking number. Since it was the Holidays he explained that it would be Wednesday no later than the end of the day when I would receive it. I called Dec 26th the following Tuesday to check the status of my order. The young lady told me that my order was scheduled to arrive on Wednesday the 27th. She said no later than the end of that day. Wednesday Dec 27th has come and gone and I still did not receive my order. I called today and spoke with *******. He said he was the supervisor and that my order was at ****** That they were preparing it to be shipped on tomorrow. I wanted to know why the many delays. He replied with something having to due with ****** However, the associates before him stated it was the Journeys store. ****** thought that a **** coupon off ***** coupon would be suffice for my 14 year old son not receiving his Christmas gift on time. I think it was the fact that he said that made it that more hurtful. He lacked common courtesy and apparently sympathy. People work to hard for their money to deal with employees like him. I called back to see if I could get a refund. The young lady said that I would need to receive an order, that is constantly be delivered but never showing up, to return instore. I don't think I would advise anyone to purchase from this especially online.

  Customer response

  01/23/2024

  What information is needed for 21068430.

  You have the name of the store with the complaint, Journeys.

  I don't understand what your asking 

  Business response

  01/25/2024

  We sincerely apologize for your experience regarding your online order ********* as well as your experience with our **************** Representative *******. After reviewing your order notes, your order was originally shipped on 12/10/23 by our fulfilling location. Unfortunately, we were not able to locate the original tracking information due to a system error. On 12/21/23, we received your package at our ***************** From the 12/21/23 through 12/29/23, we see there were several avoidable issues with communication to you regarding this order. We truly apologize for this. We will do our due diligence to get this addressed on our end to ensure this does not happen moving forward. We truly appreciate you taking the time to inform us of your experience and give us this opportunity to grow towards provided excellent customer service to each and every customer we are graced to encounter. As a thank you for your time and patience, we will be emailing you a $40.00 Journeys gift card which can be used in-store or online and will not expire. The email containing the gift card will show from ********************************************* Be sure to check your spam or junk folder if you do not see it in your primary. You can expect to receive it by the end of the day 1/25/24.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  01/04/2024 $85.00 I placed an online order to be picked up in store. I received a email stating Id be notified once my order was ready for pickup. On 01/05/2024 I hadnt received any notification from Journeys. I checked the status online. It informed me my order was cancelled. My money was taken off the card made unavailable to me. I reached out to the customer service team. I inquired why I wasnt notified about the cancellation. Had I been notified I couldve chosen to pick up at another location. My money was withheld without any goods being given.

  Business response

  01/20/2024

  We sincerely apologize for the inconvenience and the unexpected delay in responding. The cancellation email is an automated process and should have been received at the email address on your order #*********: ****************. We have been advised by previous customers that this email can get pushed into their spam or junk folder when they are not able to locate it in their primary. Regarding the authorization hold, it is process that is implemented to ensure the funds are available for payment once the item ships. Once the order is cancelled, it typically takes up to 3-5 business days to reflect back into the account depending upon the financial institution. We hope that this authorization has fallen off your account. If not, please send us a screen shot of that authorization including the date of this pending transaction for us to review and find a resolution for you. We truly appreciate your time and patience.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order (*********) for a pair of boots on 12/02/2023. On 12/05/2023 my order had supposedly shipped, however they never provided a tracking number. After waiting for two weeks, I finally contacted them and they said they would open an investigation and I had to wait 2 days to hear back. After their investigation concluded, they agreed that they had never actually shipped out my boots and they would be getting shipped out priority. Its been another 2 weeks and I STILL havent received any sort of update on that. *** contacted them two more times and Ive been straight up IGNORED. I want my money back ASAP.

  Business response

  01/20/2024

  We sincerely apologize for the unexpected delay in responding here for your refund issue. We are grateful to confirm that we were able to process ********************** refund on 1/4/24 back to the original **** ending in ***** used on the original online order #*********. We cannot thank ****************** enough for your time and patience throughout this entire process. We will continue to pursue excellence as we continue to grow as a Company and hope that ****************** will be able to see the fruit of that growth if she should choose to shop with us again in the future.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of Crocs on 12/28/23 for the amount of around $49.00 dollars. The Order# is ********* . I clearly ordered a Womens size 10 which is a Mens size 8. What I ordered is not what i received on 12/31/23 . I instead received a Womens size 8 Mens size 6. I am now expected to do the job of their employees whom evidently didn't feel like doing their job that day and find a way to return their item. I asked could someone for example( fed ex) pick the package up from my door? I was told " NO" and that they would not issue a refund nor send correct item until the item that i didn't ask for is returned. I would like the correct item or refund from Journeys. I nor anyone should ever be inconvenienced because someone failed to do their job!!!!! Im a very busy lady. I should not have to find away to return their Crap!!!

  Business response

  01/11/2024

  We sincerely apologize for ********************* experience with our Company. We truly appreciate her time and patience while we resolve this matter of the wrong size shipped. After looking into the issue provided by *****************, we can confirm our company usual procedure for incidents like these is to request the item to be returned back to shipper. Once the item is in transit our team would issue a replacement or refund. Nonetheless, we would love to still offer our assistance with getting ***************** taken care of with an exchange as a one-time courtesy without having to return the original item sent. A new order has been created with new order number *********. We appreciate ********************* feedback regarding this matter to provide us with the opportunity to grow as a Company.

*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. ↩