ComplaintsforGenesco Inc.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/23/2023 @ 11:25am I purchased converse sneakers. Journeys is 90 minutes from my home. I gave employees my cell number and email address and they couldn't find me. Told me to go home and start new account. I didn't get my points. I do have account and found it. I called 800 # they would not give me my points. Told me to go to store. I was not driving ***************************************** to come back to store to do refund and rebuild sneakers. Again not driving 90 minutes just for points. If I did drive that I would return them and go somewhere else to buy them without the hassle. Thank you to Journeys for ruining a Christmas gift. Never shopping in your store again after such horrible customer service

  Customer response

  01/10/2024

  I asked to be contacted by business you closed case 

  Customer response

  01/18/2024

  Genesco I ********* 

  Business response

  01/20/2024

  After looking into this situation, we were not able to locate an order placed online or in store on the provided date or time. We sincerely apologize for the frustrations caused by this issue. We are more than happy to assist with providing the mentioned points once we are able to locate the mentioned order. We would need the following information to try and assist with locating the order: 1. Last four digits of the credit card used on the purchase. 2. Name and email used on the mentioned order as the provided information did not pull up an order.  

  Customer response

  01/23/2024

   
  Complaint: 21052626
  
  I am rejecting this response because:

   

  i didn't place order online or in store order.

  I physically bought sneakers in the store at *************** in ************* **. With a sales associate. On Dec 23, **** at approximately 11:00am. I walked into store on my 2 feet.

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

  Business response

  01/27/2024

  We appreciate you providing us that clarification. We sincerely apologize for any confusion or frustration caused by the miswording of our previous request. Although we were not able to locate the mentioned purchase made on 12/23/23, one of our representatives has manually updated your points on your Loyalty account by adding 640 points on 12/24/23. We truly appreciate your time and patience.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been contacting Journeys since November ***** delivered my package to the wrong location and somehow its my fault both times they delivered to the wrong address all I get is sorry we can't do anything for you it's your fault how is it my fault and I even went through a step verification with ***** and sent them where i live and yet its my fault this company is beyond horrible

  Business response

  01/01/2024

  We sincerely apologize for the unexpected delay in responding to this complaint from our customer, *****************************. Our **************** team was able to take care of ****************** with their requested exchange order ********* on 11/24/23 to the same address from their initial web order #*********. The replacement order was delivered to the address provided ************************************************************************ on Wednesday 11/29/23 at 11:57 AM with ***** tracking #************. We sincerely apologize for the frustration caused by ****************** not receiving either of her orders. In an effort to take care of our customer, we will process a refund back to the original payment used on their initial order #********* today, 1/1/24. Please allow up to 3-5 business days for this refund to reflect back into our customer's account depending upon their financial institution. Please note any future orders sent to the previous noted address will not be refunded or replaced. We truly appreciate *******'s time and patience with our Company,
  
  

  Customer response

  01/03/2024

   
  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

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased shoes in-store on 12 Nov. 2023 (order # ********_2_1847_2_6292).I returned the shoes and they were received by ****************** I was refunded $50 less than I paid.******** & ****** is aware of it, because I called in twice to get help and was assured that they would return me the entire money owed me.However, it is now past the 5- to 7-day period during which I should have received the correction. Since I already spent close to 40 minutes in phone calls and the matter has not been resolved, I am seeking the full refund for the returned items as soon as possible.Thank you.

  Business response

  02/27/2024

  Hello,

  The additional $50 refund was processed on 2/2/2024 to MasterCard ending in 0904. It can take 2-4  business days for the refund to reflect in the account. Please ask Mr. ************** to review his statement. The refund could be from ******** & ****** or our parent company Genesco. 

  Thank you,

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

  Customer Experience Supervisor

  ******** & ******

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

  Customer response

  03/01/2024

   
  Complaint: 20995385
  
  I am rejecting this response because:

  It is a useless response coming in several months after the fact; I had to call the company again and try once more with customer service, who finally gave me my money back. I already know I got a refund. Please step up your service. 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I've ordered these items and have not received. Beginning to think there's a scamer involved that they are a part of and need your help. Note the site address.

  Business response

  02/27/2024

  Good Afternoon,

  The screenshots provided show a website not affiliated with ******** & ******. Our only website is www.johnstonmurphy.com. Some other screenshots show pricing that is very inconsistent with ******** & ******. For example, our XC4 H1-Luxe Hybrid shoes are $169.00 not $25.00. We will report this fraudulent site to our legal team so it can be shut down to avoid any other issues. We'd advise the customer to request a charge back from their financial institution. We can assist with placing an order by calling *************** or by visiting www.johnstonmurphy.com. 

  Thank you,

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

  Customer Experience Supervisor

  ******** & ******

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

• Initial Complaint

  12/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 8 pairs of shoes from Journeys on 11/24/23. My purchases are gifts for Christmas. I have received 6 of the 8 pairs of shoes. I am missing 2 pairs of mens size 12 shoes that journeys said were delivered by ***** on 11/28/23. The missing shoes are mens ****** X_PLR Athletic shoe - white cloud for $59.98 and mens ****** swift run 1.0 athletic shoes - grey/sliver for $69.98. The order came in multiple shipments. The shipment that was supposed to have the missing shoes also had a pair of kids size 3 white vans that did get delivered. After contacting customer service they pretty much said there is nothing they can do other than open an investigation that will take 12 business days because they could not tell from the delivery picture wether the shoes were delivered and all of the shoes should have been in one package together. None of the shoes I received from journeys came packaged together even if they were shipped together. Each box of shoes came packaged in a bag individually. I was told if I dont hear from them after that I need to contact them again. So in other words maybe they will make it right maybe they wont and probably will not get them before Christmas given the timeframe I was told. I called again 12/3/23 because I dont think this is a reasonable response for their mistake and was told there is nothing they can do. So I did my own investigation. I have attached an image of the receipt that shows the store and the employee that pulled the order. I have also attached an image of the ***** package information. It shows that there was only 1 package that weighted 2lbs with the dimensions of 15x8x6in. There is no way that there could be 3 pairs of shoes in that package. I checked another shipment from them that contained 2 packages each with 1 pair of shoes that weighted 2lbs each for a total 4lbs. This clearly tells me they never sent the shoes I paid for. In a matter of minutes I was able to figure this out. Horrible customer service.

  Business response

  12/08/2023

  We sincerely apologize for the frustrations that ****************** has experienced with our Company surrounding their web order #*********. After beginning the investigation, we did confirm the items were not shipped by our fulfilling location and a refund for both items: Men's ****** X_PLR Athletic Shoe - Cloud White in size 12 and Men's ****** Swift Run 1.0 Athletic Shoe - Grey / Silver in size 12 was processed on 12/3 back to the Klarna card that was used on the order. We will be addressing the error with you being refunded instead of a replacement being sent out as requested to ensure that we help eliminate this from happening again. We have confirmed that we have plenty of inventory left for both items if you would still like to purchase them. We will be sending you a Journeys gift card in the amount of $24.99 to cover the Next Day Air Express shipping fee if you place the order in-store or online to ensure that you receive them before Christmas before the end of the day, 12/8/23. The email containing the gift card will show from ********************************************* our gift card vendor. Be sure to check your spam and junk folders if you do not see it in your primary. We truly appreciate your time and patience.

  Customer response

  12/11/2023

   
  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

  11/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been waiting anxiously to order my dream Uggs I saw it was finally stocked and they canceled my order with no explanation. No back order nothing. Just canceled. I've never had a company do this ?? This is absolutely insane and their own error to play with feelings like this. I relied on your company for my own gift and this is absolutely worst treatment that you can do to your customer. You should have AT LEAST placed me on backorder and asked me to wait not do this. Unprofessional horrible company I will never ever use again. Order number *********

  Business response

  11/27/2023

  We truly apologize for the inconvenience our customer, *********************, has experienced due to their order being canceled. Whenever we are advised the item is out of stock and provided a backorder date from the vendor, we will cancel any order that is affected by this emptied inventory issue. Orders will be placed in a backorder status if the vendor has provided us with a tentative backorder date for the listed item. Unfortunately, we were not provided this information. We appreciate your feedback and time.
  

  Customer response

  11/29/2023

   
  Complaint: 20909886
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

  i would have taken size 8 which was fully in stock when I placed order but you provided zero options or exchanges. This business being so absolutely unprofessional and horrible. Due to their error not only my order was canceled I missed out on next size up which I would have gladly taken! Now I'm left without shoes and this business is giving no options for their own errors 

  Business response

  12/07/2023

  We completely understand your frustration with our current process for back ordered items. We take this feedback seriously and will do our best to continue to improve our process in the future. Unfortunately, at the time of your order cancellation, we canceled what was ordered and did not have the option to provide you with alternative options. Whenever our customers' orders are placed on backorder and have been marked for cancellation, an automated email is set to be sent to the email address on the order. We regret to hear that you did not receive this notification and are unable to explain in depth why this occurred.

  After looking into the mentioned size 8, this size is now also completely out of stock, and we have not been informed by the vendor that they will be replenishing our inventory with this item. We currently have a size 9 available if you are interested. If so, we are more than willing to provide you with a discount to purchase this size for the desired Women's Classic Ultra Mini Platform Boots in Beige. We also have the Women's Classic Mini Platform Boots in Dark Cedar in size 7 and 8 available at this time as well. Please let us know if any of these options are acceptable for you to then be provided with a discount to purchase either online or in-store. 

  
  
  

  
  

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order from Journeys, which is a shoe store, and the order was shipped via ****** ***** delivered my order to the wrong address (I know this based on the photo that was provided by ***** driver) and Journeys refuses to replace my order and refuses to refund my money. I paid for an order that I never received, and they essentially stole from me.

  Business response

  11/22/2023

  We sincerely apologize for the frustrations caused by **************** not receiving her order that marked as delivered with ***** tracking #************.We understand how frustrating it can be to not receive a package that we have been anticipating. We have made the decision to go ahead and get **************** refunded for their order #********* that was not received. All future orders will need to be shipped to a different address or placed in one of your local stores to have it shipped to store to be considered for replacement or refunding. You may also manage your tracking number one *****.com to be held at a ***** location whenever they are used as the carrier. The refund can take up to 3-5 business days to reflect back into your account depending upon when the financial institution releases the funds back to you. We truly appreciate ******************** time, feedback and patience.

  Customer response

  11/29/2023

   
  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

  10/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased Birkenstocks 9/4/2023. Item marked as delivered 9/13/2023. Box was completely empt when I received it. Journeys customer service refuses to help me or refund/replace this package I spent $200 on.

  Business response

  10/04/2023

  We sincerely apologize for Mr. ********************************* frustrations with our Company. We want to thank you for taking the time to inform us of your experience. It truly is this type of feedback that continues to challenge us to continue to do all that we can to equip our team on what world-class customer service does and does not embody. Based on our current lost package policy with our carrier, ****** a package with clear picture proof of delivery of any package(s) are typically not refunded or replaced. Without picture proof of delivery, we would file a lost package claim with the carrier to confirm inaccurate delivery and if approved we would refund or replaced based on the customer's desired resolution upon completion of the investigation. However, we will be processing your refund of $170.15 today, 10/4/23, back to the original payment used on your online order #********* for the missing Birkenstock Boston Soft Footbed Clogs in Taupe. Refunds can take up to 3-5 business days to reflect back into the customer's account depending upon when the financial institution releases the funds. We truly appreciate ************************ time and patience.

  Customer response

  10/05/2023

   
  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,
  
  Skylar Clarillo

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased new shoes for $64.56 on 7/30/23, by 8/2/23 shoes begin to fall apart. Contacted Journeys on 8/3 to exchange shoes. Journeys required pictures and receipt information. Provided information and received approval to return defective shoes and Journeys would replace once they received defective shoes. Returned defective shoes and Journeys received the shoes on 8/11. I called/emailed weekly and did not receive replacement shoes. On 8/20 I requested a refund and the refund was approved. I provided credit card information for the refund and was told it would appear in 3-5 days. I called weekly but did not receive a refund - Journey representatives explained they were looking into the issue. As of 9/28 no refund has been issue, I've been told the issue has been escalated yet again.

  Business response

  10/04/2023

  We sincerely apologize for the frustration our customer; ************** has experienced with our Company. In addition, we sincerely apologize for the unexpected delay we have experienced with processing her refund. On 9/28/23, One of our Managers with **************** set up for **************** to return to her local store #****, *************** - Kidz location to get our customer taken care of. The store location has been emailed **************** purchase information to ensure an expeditious refund to any tender she prefers in the amount of $64.56. We truly appreciate her time and patience with our Company. 

  Customer response

  10/05/2023

   
  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

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife had bought me a pair of Hey Dudes for my birthday back in October 2022. I only wear them for special occasions and never in the rain/snow. I went to put them on a few weekends ago, and had noticed that my one sole had started coming apart from the shoe itself. Since then, I had emailed them, tweeted them and attempted to call them back on 08/10/2023. I was told to reach out to the store that my wife had bought them from and they can issue a warranty replacement. We called Journeys and was told that it was a Hey Dude issue and they cant do anything and refused to even ATTEMPT to offer some kind of resolution. My wife and son got them for me since Im a military veteran with constant back issues and thought maybe they would help with it.

  Business response

  10/12/2023

  We sincerely apologize for **************** experience with our Company. We truly appreciate his time and patience while we resolve this matter of the damaged item. After looking into the issue provided by ************, we were able confirm the reason there was difficulties processing the exchange in store is because it was not meeting our return/ exchange policy time frame. For clarity Journeys provide 30 days from the purchase date to process returns or exchanges for defective items. After the 30 days the customer will have to reach out to the manufacture to be assisted with the return/ exchange. Nonetheless, we would love to still offer our assistance with getting ************ taken care of with an exchange as a one-time courtesy with the receipt. Our Customer Experience Specialist, ***********************, will follow up with ************ with providing the next steps on returning the item in order to get the exchange processed via email. 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. ↩