Additional Complaint Information
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Complaint Details
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Initial Complaint
08/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Went in to purchase shoes, My total came to $217, Once I swiped my card the keypad ask if I was ok with paying just $149.46 because that is all I had in my checking account I pressed No because I was going to transfer more money from my saving to pay the whole amount. Unfortunately the $149.46 still came out of my account and cashier proceeded to tell me that it should return within a few minutes because the transaction was cancelled it did not. After a hour I contacted my bank (Vystar) to see if the transaction was in a cancel or pending state they said No it was completely paid for and not in the process of being returned, They contacted their customer service and I.T department they proceeded to tell me it never came out. Their I.T department asked me if I could wait 24 to 48 hours to see if itll return and it has not. The incident happened on 8/12/24. My $149.46 was taken and I did not receive any shoes.
Business response
08/14/2024
The store manager from store#**** in ************, ** called ************* on 8/12/2024 to reports customer in store/ used her card but question from system asks if you want to use partial amount on order
-customer selected no but charges are now showing removed from her bank
account
$149 plus- then $217.47 yes or no
No receipts to review
and partial payment not showing for store so couldn't move forward until balance
shows and cannot cancel as nothing is showing for order
Searched customer
account /transaction not showing for today
Spoke with customer and
suggested customer give ***** hrs to see if charges fall off / can dispute with
bank
Customer pushing back and handed phone back to Store
Mgr
Store Mgr advised customer there is nothing showing in her system and
any charges should fall off per her text support
Customer became verbally
aggressive with Store Mgr who asked her to leave /customer left the storeCustomer response
08/15/2024
That is correct, I was very upset. My money was taken while trying to finish school shopping for the 5 kids that I have, who wouldnt be? I was NEVER asked to leave, That is so untrue! She gave me the number to customer service and I left on my own. I also returned about a hour later with my sister and she purchased the shoes for me, while there at that time The manager asked if my issue was resolved and did my money return, I responded No it did not and She replied Im sorry about the situation. I dont understand why shes giving false statements. I also waited the ***** hrs and my money was still not returned, It has been disputed with my bank and I have been credited as of today, So they will be in contact with Famous Footwear! Good Day!Initial Complaint
07/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
TRANSACTION DATE: May 31, 2024Business response
07/26/2024
The customer contacted us previously about an issue with their sandals being defective because their strap broke. We advised the customer of our defective return policy which is stated on our website under the *** section, in "My shoes are defective. Can I return them?".
**********************************************************************
We advised the customer that our policy states that we need the shoes to be returned to us so they can be inspected for defects. The customer said they already threw the sandals away because they were broken. We advised that we unfortunately would need the shoes in order to return them under the defective return policy and provided a 20% off coupon for a new order.Customer response
08/02/2024
I never received said 20% of coupon.Business response
08/06/2024
A Promo Code was provided to the customer.Initial Complaint
07/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
7/02/24 ORDER 005020354911-ORDER PLACED 7/03/24-ORDER SHIPPED 7/05/24-ORDER SHOWS DELIVERED 7/07/24-CONTACTED TO LET THEM KNOW SHIPMENT HAD NOT BEEN RECEIVED(WITH THE ***** COMING WE WERE IN AND OUT PREPARING TO EVACUATE IF NECESSARY)07/10/24- RECEVIED MESSAGE TO DOUBLE CHECK AREAS ADVISED IF SHIPMENT WAS NOT RECCEIVED BY 07/15/24 TO CONTACT THEM AGAIN 7/15/24- CONTACTED FAMOUS FOOTWEAR AGAIN 7/17/24- WAS TOLD THAT THEY WOULD NOT REFUND DUE TO A PREVIOUS SHIPMENT NOT RECEIVED(OVER A YEAR AGO) THAT I NEEDED TO CONTACT THE SHIPPING CARRIER TO FILE A CLAIM 7/17/24-TRIED TO DO CLAIM ONLINE, GOT A MESSAGE THAT ONLY THE COMPANY THAT SHIPPED PACKAGE CAN FILE CLAIM DUE TO IT GOING SMART POST CONTACTED FAMOUS FOOTWEAR AND THEY REFUSE TO FILE A CLAIM, RESHIP TO A BUSINESS ADDRESS SO THAT THE PACKAGE CAN BE SIGNED FOR AND REFUSE TO REFUNDBusiness response
07/19/2024
This customer has been refunded $58.98 for order#************.Customer response
07/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
07/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a pair of shoes from Naturalizer a few years ago. I've only worn them a few times and kept them stored in the original box. A few months ago, I wore them and they completely fell apart. I took pictures and filed a complaint to the Naturalizer website. I received an email from the company stating that they couldn't replace the shoes or parts, but they would refund me. I sent the shoes as requested along with a receipt of the shipping cost. I've been in contact with the company via email, at which time they requested the shipping cost receipt again. I sent it again. A few months past with no action on their part. I emailed again inquiring about the status, to which I received a reply stating they can't refund me without a receipt. I explained to them the shoes were purchased years ago in the original email, and sent them the shoes as requested, and was told I would receive a full refund. Now months later they're saying I can't get a refund. I would like Naturalizer to honor their offer, their word, to send me a check for a full refund for the defective shoes.Business response
07/15/2024
Please have customer resend email of receipts in a smaller format for our order analysis team so they can request a good will check
*****************************************
REF# ******-000170Customer response
07/15/2024
Correspondence between the company and myself, in which they stated they would send me a refund.Customer response
07/15/2024
I have reattached the requested information.Business response
07/18/2024
This customer was refunded in the amount of $80.70 ($65.00 for the shoes and $15.70 for the return shipping costs) on 7/16/2024. A refund check was requested for this customer on 7/16/2024.Customer response
07/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
06/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order Number: ************ Date: June 7th, 2024 I ordered a pair of shoes and a shoe tree. The shoe tree never was shipped and I returned the pair of shoes without being refunded the amount for the shoes. Contacting the company has been difficult with the email on the website not being an active email (gets bounced back as undeliverable).Business response
06/25/2024
Can we please update the customer that we have processed' a refund back to original form of payment. And to allow 2-10 business days to receive it.Customer response
06/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************Initial Complaint
06/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order for two pairs of shoes on 5/11/2024 (Order # ************. I recieved one pair however it appeared that the 2nd pair ***************** Sneaker - Porcelain) was backordered but until I contacted them by Email I was not informed. The website said the shoes would be shipping on or about 5/13/2024. I have attempted email and by phone contact and still have not received my order. I wanted to cancel but was told I could not. I have not received these shoes as of today (6-21-2024) but have paid for them in full through Zip App.Business response
07/09/2024
This customer's order#************ for item#********** M : TIA ****************** pre-order item. On 6/26/2024 this item was determined not to be available and a refund in the amount of $76.72 was processed to the original method of payment (Visa). The customer's financial institution should have this processed on their end within 2-10 business days from 6/26/2024.Initial Complaint
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned an order #************ and never got a refund. It has now been delivered back 3 weeks ago. I sent it back using the return label supplied by the seller, ***** #************.I keep getting the run around after calling and waiting on hold for an hour.Business response
06/21/2024
Customer was refunded back to the original form of payment.Initial Complaint
06/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Date of transaction 6/8/2024. Store # ****. Associate # ******. ***** became confrontational regarding my attitude. She started screaming at me and calling me names.. At one point she refused to return the shoes and then took a breath and proceeded with her tirade regarding my personality. She told me she was going to do said return and then she didn't do it correctly. She didn't return my shoes but did an even exchange instead. Now I am afraid to go back and get my money back for the shoes I returned incase she is working. Her name tag was too small to see her name clearly, but I think it was ***** or ****.Business response
07/08/2024
Received BBB Complaint ID ********.
Issue:
Date of transaction 6/8/2024. Store # ****. Associate # ******. ***** became confrontational regarding my attitude. She started screaming at me and calling me names.. At one point she refused to return the shoes and then took a breath and proceeded with her tirade regarding my personality. She told me she was going to do said return and then she didn't do it correctly. She didn't return my shoes but did an even exchange instead. Now I am afraid to go back and get my money back for the shoes I returned incase she is working. Her name tag was too small to see her name clearly, but I think it was ***** or ****.
Settlement:
REFUND
Investigation/Notes
Amount to refund:
$106.19
Sales Order Payment Method
Mastercard - ***4979
Response to BBB
Refunded back to original form of payment.
And sent over a feedback to DSM of storeInitial Complaint
06/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Today June 2nd I walked into Famous footwear in *********** with my husband and our two kids. As we we looking for shoes none of the four employees asked if we needed any help. We were in there for about 10 mins before the store *********************** came from the back asking if I needed any help. I said no I didn't and if I didn't I would let her know . She then proceeded to y lol at me and scream at me that I had an attitude and for me not to speak to her in that way and said if I was gonna continue to have one I could leave . So me and my family left. I was so embarrassed and hurt I had over 200 dollars in out pockets we were nyo stealing and I really didn't need help. So she wanted to call the police and said for us to leave and again we were already walkinh out from the first time she asked and I had to wait for my daughter to put her crocs back because again we were there to buy shoes .Business response
06/03/2024
Received BBB complaint ID *************
Issue: The customer stated the manager was rude and called the police on her and her family and accused them of stealing
Settlement: Store credit
----------------------------------------------------------------------
Investigation notes/ Resolution:
I will reach out to the customer to advise i can send a promo code for 20% off her next purchase.Initial Complaint
05/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order for a pair of shoes on 5.12.24 in amount of $44.05 after shipping and tax--I was to have them by 5.17.24--as of 5.24.24 they are still floating around in the shipping world and no one from Famous Footworld will answer my email-call etc!!this is a horrible company!! no good service skills please help me just get my $44.05 back ***************************Business response
05/31/2024
We have refunded the customer $44.05 today 5/31/2023.
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Customer Complaints Summary
119 total complaints in the last 3 years.
39 complaints closed in the last 12 months.