ComplaintsforCaleres Inc.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into store to purchase some shoes , I was going to at first put half on card and half in cash , the girl messed up and had to void transaction, I told her I would just pay cash for everything , which I did, the store still charged my credit card the half off and are refusing to refund my ***** and my credit card company said they received the 30

  

  Business response

  05/15/2024

  We have issued a Refund Check for the customer.

  Customer response

  05/16/2024

  I have never received a refund and that was a month ago 

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Note: Allen Edmonds currently showing 1 out of 5 stars. Same experience here. Ordered a pair of leather boots. ***** arrived with damaged laces keepers. Emailed customer service for replacement laces. Ignored. Shipped me two left foot wooden boot inserts. First time I wore the boots left boot sole stitching came out with strings trailing behind me. Phoned customer service and ********************** argued with me with everything I said. Allen stated I should go to Amazon or **** because they did not sell replacement laces, yet right now they sell "replacement laces" on their site so Alley was flat out lying. Allen stated, "it is going to take weeks to get you laces if we ship them to you. we don't sell replacement laces on our site." Supervisor, *****, also Argued with me on everything I said and refused to answer questions like a congressional hearing with a political enemy being questioned. I ordered wooden boot inserts. They shipped me two left boot inserts. When questioned about this supervisor ****** said they are "all shaped the same" and refused to answer any description questions I had and began talking over me, obviously not going to answer any questions or help me out at all. Obviously if you put a left boot keeper in a right boot it will stretch the outer leather. ***** is completely incompetent and proved to be illiterate as the phone call progressed. She shut down and refused to answer any questions making statements like, "I've answered your questions".... "I told you they are all shaped the same" (clever huh)... "I don't know how else to describe it to you" when asked if the right side of an individual shoe insert was the same as the left side of a shoe insert. Finally, after showing her the laces on their website she reluctantly agreed to have them to me in 10 days. That doesn't sound like "weeks" to me. Finally, my boots sole stitching came out. They have NO WARRANTY and I was told it would take "weeks to evaluate any issues" without boots.

  

  Business response

  05/14/2024

  Received BBB complaint ID *************
  
  Issue: Customer is stating his ********************** are coming apart and he is needing replacement laces. 
  
  
  
  Settlement: Customer is wanting a replacement pair of ********************** 
  
  
  ----------------------------------------------------------------------
  Investigation notes/ Resolution:
  
  We have sent the customer a replacement pair of laces but the customer has to ship the ********************** back to us to get a replacement pair of shoes. We have also sent the customer a return label to ship the ********************** back to us. In order for us to assist the customer we have to have the ********************** back to us. 

  Customer response

  05/16/2024

  Complaint: 21705690
  
  I am rejecting this response because:
  
  Allen Edmonds ignored the complaint.  The meat of the complaint is the terrible attitudes of the customer service reps on the phone.  ********************** said they dont sell replacement laces.  They do.  *****, the supervisor, stated all the shoe tree inserts are the same shape.  I provided a photo in this report of two left feet shoe tree inserts.  I also called emailed fhe company that supplies these shoe trees for Allen Edmonds and they confirmed that ***** was lying when she said all the shoe trees are the same shape.  That company makes specific shoe inserts for the left foot and the right foot, like every othet shoe insert manufacturer in the market.  Why is Allen Edmonds employing a supervisor who lies to customers and refuses to talk to customers about their faulty products?

   

  They ignored my BBB report so no their response is not accepted.
  
  
  Sincerely,
  
  *********************

  Customer response

  05/16/2024

  After speaking with ***** the manager over the phone, who told me Allen Edmonds boot inserts were labeled "L" for "Large" and were "the same shape" and refused to comment further, I chose to order and pay for a replacement set of inserts.   I also emailed Woodlore, the company that manufactures and provides these wood boot inserts to Allen Edmonds.  They confirmed "L" indicates a Left foot insert and "R" would indicate a Right foot insert, like any kindergarten child could guess based upon the shape of these inserts.  They replacement set arrived today and they are the correct labels and shapes like I was trying to get.  Photo is attached showing proper (L)eft and (R)right versions of these inserts.  ***** was lying to me and being difficult, just like I told her over the phone as I tried my best to describe what they should have been.  She is doing more harm to Allen Edmonds than good.

  Customer response

  05/16/2024

  Furthermore, the attached photo shows the replacement boots that I paid full price for, and which arrived today with the boot inserts, have a correct stitching pattern on the sole and will stand up better to exposure to walking on pavement.  Allen Edmonds appears to be selling Seconds/Defective boots as new under a sale promotion.  This is not appropriate and is corrupt.  There is a difference between new boots and defective boots.  You can not sell a product under a title of a new boot on sale if it is defective/seconds.  Sales are new products without defects that have been reduced for other reasons to being defective.  Allen Edmonds needs to stop this practice and return to appropriate sales practices.

  

  Business response

  05/17/2024

  I have contacted *************** and took care of all of his concerns.  He is 100% satisfied now.

   

   

  Customer response

  05/17/2024

  I was contacted by *******, the Allen Edmonds floor supervisor.  ******* was kind, professional, respectful and patient and took care of everything.  Questions were answered.  I was assured the operators would be corrected.  Prices were adjusted to reflect this situation.  Return and refund of the original pair of boots and two left foot boot inserts will be en route today.  ******* is what I should have experienced on my initial phone call to Allen Edmonds.  I consider this complaint resolved fully and closed.  It never should have happened.  ***** should be no where near a phone with customers.  ********************** needs slight retraining.

  Customer response

  05/20/2024

  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.

  *******, the floor manager extended a 30% discount price adjustment and agreed that Allen and ******* behavior over the phone was unacceptable and would be handled internally.  The defective boots were shipped back by labels provided via ******  The two left shoe trees were shipped back and I expect a full refund for those as I had to replace them as well.

  
  Sincerely,
  
  *********************

  Customer response

  07/08/2024

  After a rude disrespectful and racist manager, *****, refused to speak with me about shoe inserts and a defective pair of $400.00 Allen Edmonds boots, I filed an initial BBB complaint, which was responded to by a "floor manager named ***** *** apologized and promised me a 30% discount and "you can call me at this number any time you like if you have issues". *****, during our initial phone call, stated she would ship out a replacmenet set of waxed 55" shoe laces since the defective boots that were shipped to me had split ends on the shoe laces. After speaking with *** it appears the 30% discount was never refunded to my card nor did the sho laces ever arrive. *** appeared to have lied to me about giving me a 30% discount and ***** appears to have lied about shipping out a replacement pair of laces. I called *** three times on the number he provided, ************, leaving messages all three times. Today, after leaving the second message, I called the main Allen Edmonds number and got another sleepy black female who could barely speak english without falling asleep and told her that *** was a floor manager and asked if I could speak with him. She put me on hold and then after a five minute hold I was transferred into a post call survey (she obviously hung up on me). Again, I called *** a left a message that I had attempted to call him like he promised I could do. HIs message sounds like it's been changed to a serial number/default message so maybe his phone has been disconnected or he no longer works there. This doesn't explain the hang up by the sleepy black girl. I never received the replacement laces from ***** and my original phone call... she lied about that. I never received a discount on the replacement boots which I had to pay full price for to get a non defective pair of boots.... so *** lied about that... and now the phone *** gave me is changed and the main operator hangs up on me when I call. Pretty much the same corrupt company as before.

  

  Business response

  07/09/2024

  We have sent the customer a replacement pair of laces but the customer has to
  ship the ********************** back to us to get a replacement pair of shoes. We have also sent
  the customer a return label to ship the ********************** back to us. In order for us to
  assist the customer we have to have the ********************** back to us.

  Customer response

  07/09/2024

  This is another black woman responding to the complaint.  She has no idea what is going on.

  Manager ***** stated laces would be sent.  That was months ago, so, no, laces were never sent.  

  This complaint is about the following:

  1. Pat the floor manager, who stated I could call him at any time and gave me his personal line.  *** did not respond to two phone calls and his voicemail message has been changed to a serial number/phone number read by a bot.

  2. *** stated I would receive a 30% discount as appeasement for the treatment by *****, which I accepted, but which I did not receive.  This was the reason for my phone calls to ***.

  3. ***** stated she shipped out laces.  This was during our initial phone calls over a month ago.  She never shipped out laces because I don't have them today.  So *****, the customer support manager,  is now proven to be a liar as well.

  4. Allen Edmonds main operator who told me to wait on a long hold and then hung up on me, sending me to a post phone call survey.

  5. And, finally, continued ignorant company representatives, who are illiterate and uneducated, as can be determined from the response to this complaint.

  The company is being run by black women (these are the people who answer the phones now).  They have no idea what is going on; they have no idea what a shoe tree insert is or if they have left or right inserts; they have no idea regarding the return process; they hang up on customers when we call in; and they respond to BBB complaint with no ability to read and interpret these complaints with logical and intelligent responses.

  I was never shipped laces and still don't have laces.  The point is not the laces.  The point is the lie that was told by *****, months ago, stating she shipped them.  *** doesn't return my phone call, as he stated he would.  *** also stated I would receive a discount but no credit was ever issued to my original payment method, so *** lied as well.

  Allen Edmonds is lost.  They don't hire intelligent people.

  Sincerely,
  
  **** ******

  Customer response

  11/08/2024

  They still have not shipped what they promised me they would ship during my initial phone call to the company.  Laces were promised and never delivered.

  

  Business response

  11/08/2024

  Customer has already been sent a new pair of replacement laces.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two pair of sneakers in the **** line made by this company in mid October of last year, at a major department store while out of state. it was the first time I bought this brand of sneaker. I tried them on very carefully. I typically wear a size 9.5, & even tried the size larger to check, in both ************* were too big. I have no idea the name of the styles as I had to leave the boxes behind, wearing one pair home, the other packed. Since one pair was a dark fall shade, I held off wearing them for several weeks. The pair I had been wearing all along were very comfortable. However, when I got around to putting on the other new pair, I started to notice there was a definite difference. They were not as comfortable. They were actually bothering my feet, pinching a bit and I could only wear a very thin sock when wearing the sneakers. I finally got around to contacting the company through messenger on FB and was told I could send them in to be evaluated for being defective. This took me quite a while to get around to doing this as I had to print out their online form, pack them up, locate my original receipt which I could not find, (I had to actually call the department store and they had to research the sale and email me the receipt and pay $15.00 to ship them to **********. I followed up because they certainly did not reach out to me and to my disappointment, I was told they were not deemed defective. They offered me I think a $20 coupon. No thanks. I'm not buying another pair of this brand ever, or laying money out of my pocket for a new pair or style. why would I after this experience? Of course I did not expect cash. I knew that wasn't going to happen of course but I would have taken a replacement sneaker maybe in the style that is comfortable if that could have been arranged, in another color or something. No, that was never offered. The online chat tells you totally different things than he warehouse by email. they are not on the same page at all.

  

  Business response

  04/04/2024

  This customer reached out to ***************************** regarding our Ryka Devotion Plus 2 shoes in Wisdon Red color size 9.5M that she purchased from Bealls (a different retailer) that she believes were defective.  

  We sent her our Defective Product Return form to have the shoes sent in for an inspection.  Our inspection Team evaluated the shoes and deemed them not defective.  The shoes were then sent back to the customer as not defective.

  No reimburement was sent to this customer as the ********************** were not deemed defective.

   

  Customer response

  04/12/2024

  This is the most horrible stubborn and unprofessional company I have ever had to deal with. 
  First of all m, the incompetent customer service online staff instruct me to return these sneakers to their warehouse in CA at my expense for evaluation, as per their written defective policy, when I find out later that I should not have done so because they would never have deemed the sneakers as  defective.
  So they wasted my time and my money?  Im out $15 in shipping as they finally contacted me after I chased them down, informing me the sneakers were deemed not defective.  
  Then they have the nerve to give me the run around  for weeks waiting for the return of my sneakers which I still did not receive. They offered  me a paltry $25 gift card to be used towards one of their products when I specifically told them I dont want it. Was this supposed to appease me for the $15 I spent on shipping? So in actuality Id end up with a $10 credit to buy their shoes again, or was this meant to replace my lost sneakers which cost me I believe $50? Are they kidding me? I believe now that they lost my shoes. They are avoiding me now and insisted on emailing me an online $25 gift card towards  a purchase that I did not want. There is no one to speak with. No supervisor. They refuse to let me speak with someone. 
  
  *********************************

  Customer response

  04/22/2024

  I finally received my sneakers today after weeks of them holding onto them in their facilities in **. I have a firm belief that if i didn't continue to ****** them and **** them down they had no intention of returning the shoes to me. 

  They offered me a $25 coupon off of their products only which I declined. This was an insult. why would I give them even more money after this experience. This has been one oft the most frustrating difficult companies to deal with.

   

  Customer response

  04/22/2024

  I forgot to add something else:

  As I had already mentioned, they made me waste $15 in shipping for no reason to ship these sneakers to CA when they had no intention of deeming them as defective. 

   

• Initial Complaint

  03/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for two pairs of slides on march 18th and it was shipped to me on the 19th. Ive tracked the package several times and its claiming to be delivered, but I never got anything. Ive been trying to contact your customer service team everyday since the 19th and have gotten nowhere. Id appreciate it if someone contacted me in regards to this issue because Im not going to lose out on my money

  

  Business response

  03/25/2024

  We see that the customer has contacted us about their situation via email on 3/21/2024. We advised that their package was marked delivered on 3/19/2024 and we could file a lost shipment claim after allowing the full delivery time frame of 7 business days, per our contract with ****** We advised that if they still have not received their order to contact us on 3/28/2024 and we can then file a lost shipment investigation with fedex. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12-22-23 I went into Famous Footwear store and ***** the store manger, placed an order for **** waffle debut in beige/medium brown size 8. They were out of stock in that size on almost all websites. He stated there were 20 pairs left in the system. I told him about my previous experience at another store I purchased from online and how the order was cancelled the next day stating they had no more in stock. **** assured me since it states 20 available I would be fine. Payment was made and I then I left. Two weeks I hadn't received or heard anything about the shoes I ordered. I called customer service online and they stated the shoes were no longer available. Stated I should've been called or emailed about this. Told the rep I had not. Rep stated I would be refunded back the money that came out of my account on ********. Didn't get money back so I called **** several times and left messages with store I ordered shoe from over the next two weeks. **** never called me back. Went in person two times and both times **** wasn't there but was promised he would call me back. Also, left messages for regional manger to call me. Finally got a hold of **** on 2-16-24. He apologized and stated he didn't know why the shoe wasn't mailed out to me. Stated he remembered the transaction and there were several shoes available. Said he hadn't heard of this happening before. He stated he would talk to the territory manager and get back with me. He called in 2-19-24 and left a message stating due to President's *** he wasn't able to get a hold of her. Stated she should be getting back with him hopefully tomorrow and he would call me back. He also stated he would see what compensation could be done for the mishap. I haven't heard back from them. I called today 3-20-24 and spoke to ****. He stated that he was waiting for me to call him back. Stated the territory mange talked me and left a message. This is not true. States he doesn't know why money hasn't been refunded still.

  

  Business response

  04/09/2024

  As we investigated into this matter we didn't find any orders under the email or number provided 
   ************** and ******************
  Please provide proof of Purchase original receipt, order number, or email attached to order 
  
  

  

  Business response

  04/09/2024

  Investigation/Notes:

  We Reached out to Customer contact: They found the order-

  Her check was processed on 12/29 and mailed to:      ********************************************************************************************. She should have received it within 2-3 weeks of that date but when I looked up the check it still hasnt been cashed, so she likely never got it. We could either request a new check for her which manual checks take 3-5 weeks, OR you can ask if she would accept a $75  e-GC we could send to the email address we have on file for her.
  
  

  Customer response

  04/19/2024

  I am declining the e-GC and would like a physical check sent to me. I have been to the store 4 times and have made numerous calls to customer service with no response. 

  Customer response

  05/10/2024

  Yetunde wanting to reopen case. Has not gotten money back from initial issue and wanted to ask for reimbursement for time and gas (she notates the round trip from home to office is 40 mins and has done so 4 times) and asks that it not be in the form of egc.

  

  Business response

  05/10/2024

  Her check was processed on 12/29 and mailed to:      *******************************************************br>**********,  GA *****. She should have received it within 2-3 weeks of that date
  but when I looked up the check it still hasnt been cashed.

  Customer response

  05/14/2024

  To date I have not received a check and I do not want an e-gift card. Please state in your response what can be done since I have not received the check and what will be done for my time and gas spent. I have spent countless hours calling the store to reach the general manager unsuccessfully and have gone into the store 4 separate times. I reached out to the corporate office multiple times as well as was told my issue was escalated but nothing came of it. 

  

  Business response

  05/22/2024

  
  Please accept our apologies regarding the customer refund as we are working hard to get these issues taking care of ******** we are having some update made to our systems that is prolonging the refund checks please advise the customer that we did a stop pay on the first check so that was voided 5/1 as that check was reported lost. We requested a new check on 4/29 and the customer was also emailed on that day as well regarding that she would be receiving a new check please advise customer to allow 3-5 weeks to receive  check in the mail

  Thanks,

  Customer response

  05/24/2024

  Complaint: 21461998
  
  I am rejecting this response because: While I accept the check that is being sent out, I am asking for time and gas compensation. I have put in too much effort and driven four separate times that are 30 minute drives each and would like to be compensated for this. I do not want a gift card to Famous Footwear. 
  
  
  
  Sincerely,
  
  Yetunde *******************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased boots from Famous Footwear on 1/12/24. I received the boots on 1/20/24. I also started the process to return them that same day. I was sent a return label from Famous Footwear. I took the package to our local ********* store for a ***** pick up on Monday, 1/22. The package was lost. I have asked Famous Footwear for a copy of the return label they previously sent my so I could have the tracking number. They say they have no record of my previous request for the return label. ***** told me Famous Footwear should be able to look at my account and find the record of the requested return label. Famous Footwear is refusing to help in any way.

  

  Business response

  03/04/2024

  Investigation/Notes
  Refund

  Refunded back to original form of payment.

   Amount to refund: 

  $79.42
  Sales Order Payment Method 
  Mastercard - ***4495
  Return Invoiced 111696773

  Please allow 2-10 business days 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of incident - 2/17/24 I purchased 2 pairs of shoes and 2 packs of socks. My debit card was declined so I used my credit card to pay for it. However, I was charged on my debit card AND my credit card. I am being told by Famous Footwear that they don't have any record of this transaction but it is clearly debited from my account with their business detailed as being paid for this. The amount of $145.21 needs to be refunded. This is my seconf complaint against this business in less than a year, and quite frankly I am tired of having issues with them. The last issue I had involved them crediting a gift card that was no longer in my possession instead of refunding back to my checking account as I had requested. It took me more than a month for them to refund my money and I didn't even get the compete amount back. I have purposely been avoiding patronizing them because of this issue but figured I would try them again. This seems like a very incompetent business that consistently creates extra work for their customers. I do not like this business at all. I want my money back now! I should have only paid $188 for my items, but I have a charge for $188 on my credit card(that famous footwear acknowledges) and a charge for $145.21 on my checking account that they are denying having any record of. I have already disputed this with my bank.

  

  Business response

  02/22/2024

  Customer's pending charges will fall off and customer must dispute with their financial institution.  

  Customer response

  02/22/2024

  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

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a pair of shoes on December 29th, order number 005018043682.The package said it got delivered on January 2nd, and ***** provided a picture however, you can clearly see the door where it got delivered and thats not my house. Ive contacted Famous Footwear ********* for a resolution. Famous Footwear keeps giving me the run around saying 2-3 business days, theyve ignored me on ******* and instagram. Ive called them and there is no resolution. I just want a refund for the shoes I never received.

  

  Business response

  02/15/2024

  This customer was fully refunded $66.01 on 1/18/2024.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 3rd, I went online and purchased a pair of shoes from Famous Footwear located in the Waterfront area of *********, ** , Order # ************ the shoe cost $69.99 I did curbside pickup and was emailed saying that I will receive an email within the hour to pick up my order from the store. An hour went back and I received an email stating the order was cancelled due to insufficient inventory, however the shoe I picked online it said it was in stock and ready for pickup at that store location. And on the email I was told that I was not charged for the order. I checked my bank account and I have a pending balance of $69.99 on my account and its been pending since Feb 3rd, I went to the store they said there is nothing they can do even though its there fault, and I have to wait for the money to be put back on my account even though the email said I shouldn't be charged. I called customer service and they stated there is nothing they can do and said I should dispute with my bank. I just want my money back at this point. Especially when I don't even have the pair of shoes I wanted, I feel like I was robbed out of $69.99 for something I don't even have because of there poor inventory updates. I shouldn't have to wait this long for my money to come back on my account for something that they did wrong on there part.

  

  Business response

  02/10/2024

  Order cancelled and customer wasn't wasn't charged for the order.

  

  Business response

  02/10/2024

  The customer has reached out to us previously about the issue and we advised that there is only an authorization on their account, and that should remove itself from their account since the order and charge was not completed. When an order is placed, an authorization is placed on the card to hold the funds and the charge is not completed until the order is successfully picked up or shipped to the customer. Since it was canceled due to inventory, the charge should not have completed on their account and they should have only seen a pending charge. In cases where the pending charge does not drop from a customer's account, we recommend them to reach out to their bank about the issue and/or dispute the charge since it was not completed on our end. We provided the customer a $25 gift card for the inconvenience of the situation as well. 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of size 11 men's slippers on Dec 31. I received the wrong slippers (completely different size 11 women's slippers). The company will not honor their original pricing and want me to pay additional shipping after they mailed me the wrong slippers. They want me to drive 30 miles to exchange them. I feel this is an unreasonable business practice. They took 6 days to respond to my email. They are not taking responsibility for their error.

  

  Business response

  01/19/2024

  The customer has contacted us previously through email and social media regarding them receiving the wrong item. We have had a higher volume of emails due to the holidays and all inquiries are answered in the order they are received as fast as we can. In both instances, the customer was advised that we do not process exchanges online and through the mail. There were provided the options of placing a new order and sending the incorrect shoes back for a refund or going to her local store for an exchange. The customer was also provided with a prepaid return label and a free shipping code to use for their new order. As a courtesy, we have replaced their order for their missing item and ask that they return the incorrect item at their earliest convenience.
  
  

  Customer response

  01/22/2024

  Better Business Bureau:
  

  I feel that Famous Footware needs to update their policy on exchanging items, when they mailed the wrong item to the customer. They should have a process in place that allows them to send out the correct item to the customer's address and send the customer a return label. It shouldn't be a huge process for the customer to need to go on their website again and place an order again, go on the website again and go through the process of making a return, and then you need to also find a ********* to return the shoes. Basically, they need to make it easier.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

*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. ↩