ComplaintsforShoe Carnival, Inc.

Retail Shoes

HeadquartersMulti Location Business

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Initial Complaint
04/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased two shoes in Shoe Carnival, one of them is damaged and the lights wont work. I requested a return online and they mentioned through their automated service that they would send a return slip to my email. No return slip was sent. It’s not in the spam, and I receive regular emails from them as in “your order has arrived”. When I try to get ahold of an agent through the chat, it keeps popping from “you are the next in line” to “transferring” to “oops connection lost”. I have gone through that now over 15 tomes, from two phones and one desktop. I want my defective item exchanged or the full refund for the inconvenience. If I don’t hear back from the business in a timely manner I will get in touch with my credit card.
Business response
04/25/2024
We apologize for the issue you have had trying to exchange your shoes.
We can see in our case management system that an agent has reached out to you to create an exchange and that your received the return label.
Thank you for your patience and understanding and for being a Shoe Carnival customer.
Customer response
04/25/2024

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, although I still hadn’t gotten the exchange resolution, but due to the fact the return label was provider.

Sincerely,

***** ***** ******
Initial Complaint
04/01/2024
Complaint Type:
Delivery Issues
Status:
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.
I placed an order in February 15th. The tracking shows it was delivered but it was delivered to somewhere else because where I live there’s a ramp by the mailbox and it shows it was delivered on steps. I contacted shoe carnival and they won’t do anything and said it was delivered even though it was to the wrong place/apartment. Still today I have not gotten my package and it’s been over a month.
Business response
04/01/2024
Apologies, this is a separate complaint than ********.
We investigated this matter with FedEx and they denied that this was not delivered. We are unfortunately unable to provide a refund since FedEx is showing a positive delivery result.
Initial Complaint
03/29/2024
Complaint Type:
Product Issues
Status:
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.
I ordered a pair of shoes on March 24th and I got my package today the box arrived damaged and torn and inside was a pair of old shoes not what I ordered. I paid $67. I just want the shoes that I paid for and customer service won’t do anything about it
Business response
03/29/2024
We apologize for the frustration with your order.
According to our records we were contacted on 3/28/24 via chat. During this contact an exchange for the item was agreed to and processed. The process for the exchange was explained and an return label was sent to the email address on the order.
Thank you for your patience and understanding.
Initial Complaint
03/19/2024
Complaint Type:
Product Issues
Status:
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.
Hello. I ordered from the shoe carnival website on March 16th. I ordered 2 pair of sandals and the total was $42.79. My debit card was charged twice for this purchase, which is a total of $85.58. I need one of the charges refunded ASAP. The original card I purchased the sandals with is now deactivated because it expired in April 2024 and the bank sent me a new one, so I’m not sure if it can be refunded to the original card that is now deactivated or if you need my new card info. It’s the same card number but a different expiration date and security code. Either way, this needs to be refunded asap.
Business response
03/19/2024
We apologize for the confusion with your order.
We can see that there were 2 attempts to order, one failed and one was successful (attachment 1). The failed attempt, order *********, failed with an Address Verification code. There was not a successful authorization for this attempted order (attachment 2). If your bank has a hold on these funds you may need to provide them with the information in attachment 2 (request ID), but Shoe Carnival does not have custody of the funds and has no hold against them.
Thank you for your patience and understanding.
Initial Complaint
03/19/2024
Complaint Type:
Product Issues
Status:
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.
I placed an order on 3/14/24 for 130.79 order number *********….. I had to go through so many channels just to speak to someone at Fed Ex who admitted that the items was either lost or damaged since it’s not had any further movement in days. I contacted Shoe Carnival and was told they would eventually refund me but it might take longer than it should….. they didn’t even offer to reship the items after finding out that the shipper lost the items and I submitted proof of the error from fed ex, It shouldn’t take 30 days to correct the error………
Business response
03/19/2024
We apologize for any confusion with your order.
Your order is being send via standard shipping, which is 4-7 business days (******************************************). The order was placed on the 14th, which makes today as the 3rd business day. We do have to wait for the full 7 business days to lapse without delivery before actioning the order for a reshipment or refund. If the order is not delivered by 25th we will be able to assist.
Thank you for your patience and understanding.
Initial Complaint
03/11/2024
Complaint Type:
Product Issues
Status:
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.
Paid full price for a pair of shoes. Received them previously worn by someone and box completely destroyed
Business response
03/11/2024
We apologize for the experience you had, with shoes that were not in new condition.
Based on the case created via email on 3/9/24, you have been refunded for the shoes without having to return after this was escalated to our Customer Escalation Specialist team (see attachment). Depending on your bank, you should see the refund in 3-5 business days.
Thank you for your patience and understanding.
Initial Complaint
02/12/2024
Complaint Type:
Product Issues
Status:
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.
I purchased 2 new shoes from shoecarnival.com online website in November 2023. When I received them, I noticed both pairs were dirty. One pair was covered in hair. These were clearly used shoes. Shoe carnival offered an exchange, where I would need to ship them back (they did not offer any kind of pick up options). I waited a few weeks and received the new shoes. These also had clear signs of previous use. Dirt, marks, and other signs that they were heavily used. I sent these back same as before, again no pick up options so I had to go out of my way to return. I have now received the 3rd shipment. Again, used shoes. Its been 3 months since Ive ordered the new shoes, and have not yet received them.
Business response
02/12/2024
We apologize for the issues you had when you ordered shoes. We have directed our service team to issue a refund without requiting that the items be sent back.
Thank you
Initial Complaint
02/04/2024
Complaint Type:
Product Issues
Status:
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.
On the evening of 02/02/24, I purchased a pair of mens sandals from Shoe Carnival store #: *** in **** *****. Upon leaving the store, I inspected my receipt and noticed that I was charged for a Make a Wish donation in the amount of $0.94, which I did not authorize. I’m not at all sure why the employee would have arbitrarily charged me for this donation. The actions of the employee are both unethical and fraudulent in nature. I’ve attached the corresponding receipt and have provided other details below. Store #: *** Trans #: ****** Cashier #: *** Date: 02/02/24 Time: 5:38 p.m.
Business response
02/20/2024
We apologize for the issue you had in store with the round-up. Our District Manger for this store has been trying to reach you since 2/2/24. Please reach out to the District Manger should you need to discuss this any further.
Thank you for your patience and understanding.
Customer response
02/21/2024

Complaint: ********

I am rejecting this response because I have not received any such calls from the District Manager. I’ve only received communication, albeit uninformed, from customer service agents. I would love for the District Manager to follow up with me via email.

Sincerely,
**** *******
Business response
02/21/2024
The attachments on the first response are emails from when the District Manager followed up after being unable to connect via phone (2/2/24 & 2/19/24). Please respond to either of those to connect with the District Manger.
Customer response
02/22/2024

Complaint: ********

I am rejecting this response because I’ve responded to one of the prior emails requesting for confirmation/update to my refund and have not received a response.

Sincerely,

**** *******
Initial Complaint
01/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Daily, I receive multiple “emails” from Shoe Carnival. Despite never subscribing to Shoe Carnival emails, & my multiple written requests in 2023 & 2024 (last year & this year) to Shoe Carnival, I continue to receive multiple emails everyday from Shoe Carnival, & I have had it! It is the one company that will not stop sending me emails that I have requested to stop.
Business response
01/29/2024
We apologized for the issue you have experienced in trying to unsubscribe from Marketing Emails. Your email address has been removed from our send list. It can take up to 10 days for emails to stop as they are scheduled ahead of the planned send time. After that the only emails you should receive from Shoe Carnival are those triggered by a purchase (Order Confirmation, Shipping, etc.).
Thank you for you patience and understanding.
Initial Complaint
01/29/2024
Complaint Type:
Billing Issues
Status:
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.
My credit card was stolen and someone purchased shoes with my card . Shoe carnival refuses to refund me !!
Business response
01/29/2024
In researching this complaint we have found a contact where we were not told this was an order placed with a stolen card, we were told the order was not delivered (attachment 1). The request for a refund on this was denied since there is a proof of delivery for each of the items on the order (attachments 2 & 3).

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ComplaintsforShoe Carnival, Inc.

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