ComplaintsforShoe Carnival, Inc.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order with Shoe Carnival. The billing and delivery address was **** ****** ** *** When I selected the address from the populated drop down street address bar, while making the order, I select **** ****** ** **. After the order was placed I contacted Shoe Carnival because my credit card billing address was incorrect. It said **** ****** ** **. My card was forced charged. The order should have not went threw with a incorrect address. Fedex advised only the shipper could change the shipping address. I contacted Shoe Carnival by phone on September 22, 2023 and a supervisor told me he would not contact Fedex to stop the shipment or hold the package. Nor would he provide a refund because the billing was pushed through because the Credit Card I used address is **** ****** ** ***  Shoe Carnival used Fedex economy shipping and within my Fedex account I did not have the option to hold the package at a location and use my ID to pick it up.

  Business response

  09/27/2024

  We apologize for the trouble you had with your order, *********.   While we cannot change an address once an item has shipped we do see there were unusual circumstances with the address variance.   We have refunded your payment and depending on your bank you should see the credit in 3-5 business days. 

  Thank you for your patience and understanding. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a pair of shoes from this business in mid-August 2024 for the school year. The sole of one of them started coming off after they were worn for a few days. We exchanged them for a new, identical pair on August 31st. The store kept the original receipt on this date. Unfortunately, the new pair had the same problem, this time on both shoes. The store instructed us to contact the manufacturing company. But that company is telling us that they can't help us. We are requesting Shoe Carnival needs to refund our purchase price or give us store credit for that amount, $39.98.

  Business response

  09/17/2024

  We apologize for the issue you had with your return.  

  We see that the District Manager reached out to you via Email on 9/12/24 offering a refund.   Please let us know if there is anything else you need. 

  Thank you for your patience and understanding. 

  Customer response

  09/17/2024

   
  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. I would like to thank Tara Johnson for her quick and courteous response and actions.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, I've noticed that the quality of these uniform shoes deteriorates quickly. My daughter is in the 3rd grade, and these shoes only last half a school year. I understand that Shoe Carnival does not accept returns on worn shoes, which is frustrating as I am preparing for a new school year and anticipate needing to purchase at least 2-3 pairs. The heel deflates, becomes sluggish, and slips off her feet as she walks, runs, or plays. I am aware that companies like NIKE offer warranties on their shoes. Is there a chance the manufacturer of these shoes offers a warranty as well? I haven't been able to find out who the manufacturer is, and when I contacted Shoe Carnival, they provided me with two incorrect numbers. My daughter will need these shoes at least until 8th grade, and I need information on how to avoid wasting money every six months on shoes that wear out so quickly. Order Date: 7/26/2024 ORDER NUMBER: ********* STATUS: Completed ORDER TOTAL: $79.94 View Full Details Order Date: 12/22/2023 ORDER NUMBER: ********* STATUS: Completed ORDER TOTAL: $38.50 View Full Details Order Date: 12/14/2023

  Business response

  07/30/2024

  We apologize for the issue you are having with the Feeman Semester shoes.   As with most shoes, there is unfortunately not a warranty provided by the manufacturer.   We did find a contact form for the manufacturer, but not a phone number.   The link for the contact form is below.  

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

  Thank you 

   

  
  

  Customer response

  08/01/2024

   
  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

  07/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This place is doing major false advertising. My husband and I visited a week ago because they had a sign that said BOGO sandals, with equal or lesser value for the free ones. We looked and each found a pair we wanted. A week later, we decided it was worth the deal and drove all the way back to get it. First, we walk in to them saying the BOGO deal is ONLY for women and sandals. It DOES NOT state that on the giant sign outside the window which scammed us into this to begin with. We even read the fine print and I have a picture as proof. So I decided I’d get two pairs of women’s sandals. Then at checkout, they said the sandals I chose are not under the BOGO deal. Again, this BOGO sign and even the fine print DID NOT say it is only on select women’s sandals. So we wasted an hour of our lives and gas to end up with nothing. The company needs to get their act together and not try to scam customers with false advertising.

  Business response

  07/15/2024

  We apologize with the confusion regarding the signage for our Buy One Get One Free Sandal sale. 

  We have shared this information with our Marketing team so that future sale signage is more specific. 

  Thank you for your understanding. 

   

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i placed an order of a pair of shoes on July 2nd..shortly after that just on the next day on the 3rd i asked to CANCEL the order due to being evacuated in the ******** fires..they said it was too late, meanwhile they just now shipped my order today,July 6 ??? so they were falsifying the date of shipment...they obviously had plenty of time for cancellation.. i also said i would decline the delivery and their response was that i would need to go thru the process of shipping it back..really bad Customer Service I would like a REFUND,thank you

  Business response

  07/08/2024

  We apologize that we were not able to cancel your oder. 

  Attached are screen shots from our order management system and from FedEx tracking that verify your order was shipped on 7/3/24.  Below is the FedEx tracking link.
  

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

  Should you not wish to keep your purchase you may contact us for a return label at ************ (****) or initiate a return via our chat feature on ShoeCarnival.com. 

  Thank you for you understanding. 

   

   

   

  Customer response

  07/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: i have no way of returning the shoes...this is why i tried to CANCEL many times..I am out of town due to the ******** fires..So i have no choice but to keep the shoes!!!!
  
  Sincerely,
  
  ************* *****

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am absolutely furious with the quality of the shoes I purchased from this store and the appalling customer service I received. I bought a pair of shoes that started falling apart in less than a week. The heel began to detach, and the stitching came undone after only two days of light use. This is completely unacceptable for any product especially when I sit at a desk 90-95% of my work day. To make matters worse, when I returned to the store to request a refund, they refused to give me my money back. Instead, they offered me store credit, which I do not want. Why would I want to buy anything else from a store that sells such poor-quality merchandise? I've already had to purchase a new pair of shoes elsewhere because these fell apart so quickly. I have already been to the store physically now 3 times in regards to these shoes that are trash to me. I paid for a product that should have lasted longer than a few days, and I expect a full refund for this defective item. Offering store credit for their own faulty products is a disgraceful business practice. I will never shop here again and I urge others to be wary of this store's subpar products and terrible customer service. Avoid this place at all costs!

  Business response

  07/03/2024

  We apologize for the trouble you had returning your purchase.   The District Manger has reported back that he was able to speak with you and work out a solution.  Please let us know if there is anything else we can do.

  Thank you for your patience and understanding. 

  Customer response

  07/11/2024

   
  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

  06/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to the shoe store on 06/05/24 to get some new sandals. I noticed a poster that stated buy a pair of sandals get 1 half price. I thought it sounded like a good deal so I went to get two sandals. The lady who is a manager politely told me that the offer was only for women and children. I figured the poster would have some small print, so when I went outside after transaction I looked closely and no such small print existed. Nothing on the poster mentioned women or children. This feels like a sense of false advertisement. The location in question: **** ********* ** ***** *****

  Business response

  06/13/2024

  We apologize for the confusion created for you by our in-store signage.   We have addressed this with our In-Store Visual team to make sure that signage for future sales is more clear.  
  

  We are not able to proved a Buy One Get One Free deal on Men's sandals at this time.   However, we would like to send you a Gift Card for $75.00 to cover the cost of the second pair.   Could you please confirm your mailing address is the same as the address in this complaint?  We will then send the Gift Card to you. 
  

  Thank you for you patience and understanding. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed on order for three pairs of shoes on 5/24. When I placed the order, the arrival date was 5/29. Then I received an email indicating the shoes would arrive on 6/3. We had planned to be out of town 5/31 through 6/2 so there would be no issue receiving the delivery. According to Fedex, the order arrived early, as is sometimes the case, in the afternoon on 5/31 but the package was left unsecured near our driveway with no delivery signature required. We have multiple options such as a secure parcel locker (large and attached to our mailbox) or more secure places on or near our porch. When I contacted Shoe Carnival they did not offer to replace the items or do anything at all to help. I have been a customer several times and was very surprised. This is the very first time we have not received a package that was either stolen or delivered to an incorrect address. I am very surprised by their unwillingness to help resolve the issue. The total amount was $114.91 (2 pairs of shoes for my daughter and one pair for my husband). I have read their code of conduct and about us section which places a high premium on ethics and customer service and they way they have corresponded with my family does not reflect these values. Bottom line is we paid for items we never received and the company offered to do nothing about it.

  Business response

  06/12/2024

  We apologize for the issue you had with your delivery.  According to our records a reshipment has already been authorized and reshipped on 6/6/2024.   FedEx tracking indicates that the order status is currently Out For Delivery, please see tracking link below. 

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

  Thank you for your patience and understanding. 

   

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Shoe Carnival will not stop sending my email address "offers," "specials" and other unsolicited commercial spam messages. I did not sign up for this, I have contacted the company at least two or three times and they said they would "take care of it." They have not. I did not agree to allow the company to email me. They do not have unsubscribe links in their spam; I went so far as to sign up for an account on their site to see if I could stem the flow of spam. I cannot. This is - as far as I can tell - actually, literally illegal. At least one to three times a week, I get unsolicited email from Shoe Carnival. I'm sick of it, and they are irresponsible at best. I'd like to never, ever be contacted by this company again. No email spam, no text spam, nothing. I don't want an apology, I don't want a reply, I literally want nothing. Why is that so hard? Shoe Carnival: lose my email address. Do not email me spam. I will literally find a few hundred of my closest friends and initiate a class action if I get annoyed enough. I know there are hundreds if not thousand of people who are being spammed by Shoe Carnival and cannot remove themselves from contact lists. This is unacceptable and I don't want to see "Shoe Carnival" in my email inbox (or spam, or trash) ever again. Leave me alone.

  Business response

  05/14/2024

  We apologize for the issue you have had unsubscribing from our Marketing emails.  We have communicated with our data team and your information has been removed from our system for future sends.  There are Marketing emails in a queue that may still send, but those should be cleared out within 10 business days.   Should you receive any after that time, please let us know. 

  Thank you for your patience with this matter. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Follow-Up on Refund for ORDER NUMBER: *************  On April 29th, 2024, I received an email from Shoe Carnival to my personal email regarding a refund for ORDER NUMBER: *************. The email stated that I would receive a refund of $53.98 back to my debit card. However, as of May 8th, 2024, I have not received any refund to my account. I am disappointed by this delay and would like to inquire about the status of my refund. Could you please provide an update on when I can expect to see the $53.98 credited back to my account? I understand that delays can occur, but I would appreciate any information to help resolve this matter, promptly.

  Business response

  05/08/2024

  We apologize for the issue with your refund. 

  Our system issued a refund on 4/29/24, but it was failed with your bank (see attachment).   We are currently tying to manually submit the refund and will update this case when we have a reply.  

  Thank you for your patience. 

  Customer response

  05/14/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Shoe Carnival processed the refund request 3 weeks after I contacted the Better Business Bureau regarding the refund, and they were able to facilitate the process successfully. I understand that there was confusion regarding the account number. However, I would like to clarify that the refund was processed automatically after my complaint was submitted to the Better Business Bureau, indicating that the correct account information was used.
  
  

  Business response

  05/30/2024

  This was in fact, manually processed by our audit department.   Please see attached. 

  Thank you

   

  Customer response

  05/30/2024

  Dear Better Business Bureau,

  
  Thank you for intervening on my behalf regarding the refund issue with Shoe Carnival. It is unfortunate that I encountered significant difficulty while trying to obtain my refund in a timely manner. It seems that the representatives at Shoe Carnival either did not understand my concerns or did not address them appropriately, which contributed to the delay.

  
  As a result of this experience, I have decided to discontinue my patronage of Shoe Carnival.

  
  Thank you again for your assistance.

*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. ↩