ComplaintsforDesigner Brands Inc.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint regarding an incomplete refund for an order I placed with DSW (Designer Shoe Warehouse). I originally purchased multiple items totaling $464.82 after discounts and tax. I returned all items in the order, expecting a full refund, but I only received partial refunds totaling significantly less than the order amount.Order Details:***** Balance-515 v3 Sneaker - Womens Color: Grey/White, Size: 8, Medium - $55.99 ***** Balance-515 v3 Sneaker - Womens Color: Off White, Size: 8, Medium - $55.99 3.Dr. Scholls-Time Off Platform Sneaker - Womens Color: White/Gold Metallic, Size: 8, Medium - $69.96 4.***** ******-****** Sandal Color: Black Leather, Size: 8, Medium - $59.96 5.***** ******-****** Sandal Color: White Leather, Size: 8.5, Medium - $59.96 6.adidas-VL Court 3.0 Sneaker - Womens Color: White/Black, Size: 8, Medium - $74.96 7.***** ******-***** Sandal Color: Black, Size: 8, Medium - $59.99 ******* Vintage-***** Sandal Color: Natural Tan, Size: 8, Medium - $39.99 Payment and Refund Summary:Order Total: $464.82 Total Refund Received: $240.66 (broken down as follows):$155.07 $51.35 $34.24 I am still owed a refund of $224.16 to complete the full amount of $464.82. I have attached screenshots of the refunds received for verification.

  Business response

  11/07/2024

  Hello *****,

  I'm sorry to hear about your previous DSW experience. Please review the attached document for the resolution at hand. 

  Thank you!

  Cameron - DSW

   

  Hello *****,

  Im sorry to hear about your previous DSW experience. We certainly dont intend to inconvenience or confuse our Shoe Lovers in any form or fashion.

  After reviewing your order inquiry on **********, weve noticed that all but 3 items have yet to be returned to us or scanned in as returned. This is the primary reason why the full refund was not initiated when you were expecting.

  The following items are: New Balance 515 v3 sneaker - $47.92 (after discounts and taxes), New Balance 515 v3 sneaker - $47.93 (after discounts and taxes, & ***** ******-Hadyn sandal - $64.16 (after discounts and taxes).

  Of the $464.83 of your overall order total, weve issued a refund already of $304.81 to your Afterpay account. Heres the refund breakdown:

  • $64.15 on 8/1/24
  • $155.07 on 10/10/24
  • $51.35 on 10/22/24
  • $34.24 on 10/29/24

  Typically we would need to have the item scanned in before proceeding with the remainder of the refund, however, given the circumstance Im willing to make a 1 time exception and issue the refund early. Please allow 3-5 business days for the remaining credit of $160.01 to go back to your Afterpay account.

  Whichever form of payment thats associated to your Afterpay purchase would see the following credit. Again I apologize for any confusion this may have cause.

  Have a wonderful day!

  Cameron - DSW

• Initial Complaint

  10/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a pair of pink balenciaga sneakers but when I received my package it was the wrong item. It was a pair of UGG socks. I Immediately called DSW customer service and they told me to return the incorrect item and when they received the return they would immediately refund me. I got a notification that the item was received back and I still have not received my refund. Ive been calling every day and now they are saying it will take long because it is a luxury item however they promised my issues would be resolved before today (10/25/2024). I want my refund asap and I will upload all the evidence.

  Business response

  10/29/2024

  Hi **,
  
  Thank you for Contact DSW.
   
  I apologize that you have received the wrong item with most recent ************************** order.  I hope you find the resolution to the attached word document.
  
  Thank you for shopping with DSW.
  
  Sincerely,
  *****, DSW ****

• Initial Complaint

  10/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a pair of shoes on 10/14/24. On 10/18/24 they finally shipped. I checked the tracking on 10/21/24 and it said "Delivery Exception: The apt/suite number on the package is incorrect." I immediately called ***** after noticing this and they informed the wrong apartment number was printed on the label. The last number on it was missing. I typed it in correctly when ordering them so the label was printed incorrectly by DSW. The ***** *** told me the address is restricted and not able to be updated from *****'s end, so I would need to contact DSW directly so they can correct the address. I called DSW, the first ****** I spoke to disconnected our call after his computer wasn't working. I called back and spoke to someone named "********" who told me that the address is correct and there's nothing that can be done. I explained that I had just spoke to ***** and they confirmed the apartment number is missing the last number. She told me it's not and it's correct. She refused to contact ***** or even look into the actual shipping label. Her resolution was to wait until it can't be delivered 3 times and then call them back for a refund or ***lacement. Seriously?? That is not a resolution and they clearly have the ability to correct the apartment number if she actually wanted to do her job. What a joke. I want a refund in full for the shoes I will never receive because "********" can't do her job.

  Business response

  10/23/2024

  Hello ******,

  I'm sorry to hear about your previous DSW experience. Attached to this message is the resolution matter for the issue at hand. Thank you!

  ******* - BBB

   

  Hello ******,

   

  Im sorry to hear about your previous DSW experience. We certainly dont intend to inconvenience or frustrate our Shoe Lovers in any form or fashion.

  Ive reviewed the way the address is listed on your order and though it may appeared you added it in correctly, the apartment number was still on the first address line vs the second. This can result in part of the address being cut off if its too lengthy for the ***** program.

  Our system prints the labels exactly how theyre listed too so there wasnt any alterations or changes made on our end concerning the label. Again I apologize for any confusion or frustration this may have caused.

  Im also going to review the contacts you had with ******** because hearing your inquiry definitely isnt the process and procedure of DSW. So any coaching opportunities for the individual agent will be addressed by management.

  Concerning your order, if youre still interested in the item Ill be more than happy to initiate a refund for you for the troubles. You initially paid $81.18 after discounts and tax utilizing Afterpay.

  Please allow 3-5 business days for the pro-rated amount to be refunded back to the card attached to your Afterpay account. Any future planned installments for the purchase will cease to collect since were refunding in full.

  Thank you for bringing this matter to our attention and I apologize again for the trouble and inconvenience. Have a wonderful day!

  Cameron DSW

  Customer response

  10/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22455059
  
  I am rejecting this response because: I did not enter the address incorrectly or all on one line. I entered it exactly as requested by your system with the apartment number in the apartment line. It sounds like you need to update your system to actually put the apartment on line 2 instead of running the entire address together. I attached a photo of my address as entered online and the photo of the shipping label clearly showing the address printed wrong. Neither of these things are my fault so I dont appreciate being blamed.
  
  Regards,
  
  ****** St ******

• Initial Complaint

  10/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Made a purchase in store. Ask cashier if I could return items because I live in **, 8 hours away from store. Called store, they said it was not possible. I would have to return to a store. The closest store is over 2 hours away. I offered to print a copy of receipt, package the shoes and mail them back at my cost. They still say there is NO way for me to return them, unless in person to a store. This was in no way made clear at time of purchase when I explained to the cashier that I lived in ** and ask if I could return them. Cashier stated that it shouldnt be a problem.I love the shoes but because of severe ********************. Tried to wear a short time around house inside to check them out before keeping them. They hurt my feet badly enough I cannot keep them. **************** supervisor offered NO alternative except to drive to a store.

  Business response

  10/14/2024

  Hi *****,
  
  Thank you for Contact DSW.
   
  I apologize to hear that your recent DSW store transaction did not work out for you. I hope you resolution to the attached word doc
  
  Thank you for shopping with DSW.
  
  Sincerely,
  *****, DSW ****

  Customer response

  10/14/2024

  I have never purchased anything that could not be returned within a certain amount of time. The fact that I specifically ask the cashier if they could be returned and explained that I lived in **************, the store was in ********, should have prompted the cashier to explain they would have to be returned to that store or another store in another location. I would have never purchased the shoes had this been explained. Because of poor training of DSWs employees they should make arrangements for these shoes to be returned somehow. This is very poor customer service. There has to be a headquarters, I offered to pay shipping.

   

  If 7something is not worked out, it will be my last purchase from DSW. A $10.00 coupon that doesnt even give the 90 days, as the return policy does, is of no use. I will just make this policy known to all friends, family and everywhere possible on social media if this is the kind of customer service ********************** offers.

  Business response

  10/22/2024

  Hi *****,
  
  Thank you for Contact DSW.
   
  It was a pleasure chatting with you via email and getting a solution worked out. I hope you find the resolution to the attached word document.
  
  Thank you for shopping with DSW.
  
  Sincerely,
  *****, DSW ****

  Customer response

  10/31/2024

  DSW went above and beyond to make my issue satisfactory. Otherwise I would have had to drive 4 hours round trip to return shoes. 
  

  Thank you very much for your help in solving this issue.

  *****

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction was 10/05/2024. Order number is **********. I placed an order for a pair of sneakers that were delivered to the wrong apartment, I provided a photo of my apartment showing the difference between my place and the photo fed ex provided of the package being delivered. DSW promised a full refund as they couldnt replace the order due to the size being out of stock and that I can reorder in a different color in my size and they will process a refund for me for the lost or stolen package within ***** hours. I went ahead and reordered and PAID AGAIN for the same style of sneakers in another color in the size I needed since they promised me a refund. After 24 hours I contacted back for an update on the refund as I still havent received an email regarding the refund and I was then told by a new agent that the refund will now take 7-10 business days. Which was an issue because now my credit card was overdrawn and if I knew originally I wouldnt of received the refund when promised I would of waited for the refund and used the refund to replace the lost order. The supervisor stated they will work to have my refund expedited for the inconvenience and will contact me the next day. The next day arrived & I received no contact. I reached out again to DSW and was told the refund was denied because it shows delivered even though they knew it was delivered to wrong address. Ive shopped with dsw instore for years and am very disappointed with the lies, deceit, and false promises. Would like my money back. As now I have paid twice for one pair of sneakers. Still waiting for the new order to arrive and debating on just returning what was supposed to be a nice gift that turned into a nightmare. Please make this right DSW.

  Customer response

  10/12/2024

  My full name is ********** *******.

  Business response

  10/14/2024

  Hi **********,
  
  Thank you for Contact DSW.
   
  I apologize to hear that you have not received your recent ************************** order. I hope you resolution to the attached word doc
  
  Thank you for shopping with DSW.
  
  Sincerely,
  *****, DSW ****

• Initial Complaint

  10/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled an order on October 4 2024 approximately 3 minutes after it was placed as I saw it was the wrong size and the cancellation was acknowledged. The order was never shipped and to date my money has not been returned back into my account. I paid by visa. I have made several attempts to call and to date nothing has been returned. Yesterday I was assured a supervisor would call me back in a couple of hoursu - no call was made by them. Their policy states returns are in 2 to 3 business days. Today is October 10th. Please have them refund me. Also I had to put ******* as my province as there was no place to enter ******. ****** is my province.

  Business response

  10/10/2024

  Hi ******,
  
  Thank you for contacting DSW. We sincerely apologize in regard to any inconvenience caused in regard to your Order# **********. We understand you requested a cancellation & you believe you weren't refunded for this order. Please be advised that once orders are cancelled, no charges can process. It' a pending authorization on your form of payment that typically reverses within 3-5 business days, so you won't see it as a refund on your Bank Statement, since no funds were collected. If you do see a posted charge for the amount stated, please contact your Financial Institution for further assistance. Again, apologies for any inconvenience caused.
  
  Thank you for being a VIP Member.
  
  Sincerely, ******, DSW Inc.
  
  

  Customer response

  10/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: the dollars are not back into my account.  The dollars were taken out of my bank account as this is a ***** **** Visa Debit.  And the dollars have not gone back in.  
  
  Regards,
  
  ****** *******

• Initial Complaint

  10/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am very upset with DSW.  I have been a customer for a long time and I feel as though I just got ripped off.  I purchased 2 pairs of shoes at DSW in ********, **.  I returned one only to find out that they did not give me the full refund for the shoes.  When I asked why, they said it was because I got a 'DSW gift tote bag'.   Why does my refund depend on a gift that I never asked for?  They said if I return the gift and the other pair of shoes I will get a refund.  I wasted gas to go home and return with the other pair and the tote bag only to find out that I still did not get a full refund.  The manager was useless because he could not explain that even though I spent $174.85.  I only received 172.98 back on my credit card.  Why is that? He could not explain it and did nothing to correct the problem. The 'gift' is bogus. I never asked for it and am not sure why it is tied to my refund that is charged to my credit card.  DSW is running a scam.  I want my full refund back, not a partial refund. I returned everything, therefore I should get it fully refunded.  The manager is incompetent and/or you are not giving him the tools to answer customer questions.   Requirement: 1.Give me my full refund. 2.Stop the so called 'gift' program' It is bogus.  3. If you continue with the so-called 'gift program, then your reps need to explain what it means by accepting it.

  Business response

  10/10/2024

  Hi ********,
  
  Thank you for contacting DSW. We sincerely apologize in regard to an issue at one of our store locations where you received a lesser refund amount on your returns. We have sent over your return receipt information to our designated team who handles refunds & requested them to process the refund for the difference of $1.87 owed to you. Please allow 3-5 business days for the refund to post to your Original Payment Method. Again, we apologize for any inconvenience this has caused you. 
  
  Thank you for being a VIP Member.
  
  Sincerely, ******, DSW Inc.
  
  

  Customer response

  10/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  As long as I receive the refund as promised by DSW, I accept the business's response to resolve this complaint. If I do not receive it after the allowed time. DSW should train their team members on how to properly refund customer money when they have received all items back in good condition. They also need to train management on how to treat customers who only want what they are due.  DSW also needs to update their count systems to properly refund money without having managers mess up the return.  Make it fool proof. 
  
  Regards,
  
  ******** ********

• Initial Complaint

  10/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  DSW has entered information into my online account THAT IS NOT MINE. I can clearly see someone else's name, address, etc and their last 4 of their card. I may even be able to charge my order to that card saved into MY PROFILE.This has been my email address and phone number for 10+ years. I do not know why they would allow this to happen and their systems need to be checked ASAP!Attached pic of my data and their data in the same account (redacted to protect privacy)Since I am not in a privacy concerned state- I can't even fill out the form online to delete my data.This is ridiculous and this ******* person should be notified that DSW has handled their private info so carelessly.

  Business response

  10/02/2024

  Thank you for contacting DSW,
  
  I sincerely apologize for the inconvenience that has been caused with your email being used on someone else's account. The resolution is attached to the word document for this response.
  
  
  Sincerely, Numma, DSW ****

  Customer response

  10/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22365842
  
  I am rejecting this response because: I do not believe this solves the original matter.  MY account was attached to someone else's payment method.  MY ACCOUNT WITH MY CURRENT PHONE NUMBER was attached to another payment method. They were not able to log into my email to verify their account even if the user (*******) mistakenly used my email address for their own- which does not make sense.
  Please explain how my email address and phone number was used by ******* creating an account with my email address.  None of this sounds plausible in a facility that should have stringent security controls on customer data.
  
  Regards,
  
  ****** *******

  Customer response

  10/03/2024

  I just received a notification that ******* has made a purchase on the account that was supposedly fixed!  
  
  Order #**********
  Your order is on its way!
  Hi ******* your item(s) has been shipped and will be arriving soon.

  Business response

  10/04/2024

  Hi ******,
  
  Thank you for Contact DSW.
   
  I apologize to hear that an unauthorized order was placed with your online account.  I hope that you find the resolution to this matter in the attached word document.
  
  Thank you for shopping with DSW.
  
  Sincerely,
  *****, DSW ****

  Customer response

  10/07/2024

  I cannot log into the account.  Your customer service changed the login email address which did NOT correct the underlying issue that YOUR company associated someone's account to MY account.  The user- *******- didn't do it online.
  
  YES, PLEASE DELETE THE ENTIRE ACCOUNT.  Please send me proof that all of my information has been purged from your systems.

  Business response

  10/08/2024

  Thank you for contacting DSW,
  
  I sincerely apologize for the inconvenience that has been caused with your account. The resolution is attached to the word document for this response. 
  
  
  Sincerely, Numma, DSW ****

  Customer response

  10/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22365842
  
  I am rejecting this response because: I am still getting notifications from your company about the purchase someone else made.  If this account was truly removed this wouldn't be happening.
  
  
  
  Regards,
  
  ****** *******

  Business response

  10/17/2024

  Hi ******,
  
  Thank you for Contact DSW.
   
  I apologize that you are still receiving notifications about an order you havent placed.  I hope you resolution to the attached word doc
  
  Thank you for shopping with DSW.
  
  Sincerely,
  *****, DSW ****

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday return 3 pair of shoes and 1 purse. Purchased paid $50.00 cash and $91.33 on Visa card. Refund $50.00 cash . Receive credit back to card. They are cheating me owe me $91.33 only refund me $56.00 of $91.33. One shoe cost $44.00 and two shoes from clearance cost $22.00 and purchase cost $39.00. Owe me $35.33. Called customer service and store. No justice.

  Business response

  10/02/2024

  Hi *********,
  
  Thank you for Contact DSW.
   
  I apologize to hear that you haven’t received your full refund from your return. I hope that you find the resolution to this matter in the attached word document.
  
  Thank you for shopping with DSW.
  
  Sincerely,
  *****, DSW Inc.

• Initial Complaint

  09/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On the 17th of September I made a purchase on DSW.com for $125.80. A pending charge for this amount immediately was showing on my checking account. A few days later I saw another charge from DSW.com for $65.89. I didn’t recognize this charge and checked my DSW account. No other purchases had been made using my log in so I called my bank and had my debit card canceled and disputed the charge for $65.89. A day or two later I noticed the charge for $125.80 had disappeared. So I called DSW.com. Come to find out they put a hold on my account for the $125.89 and shipped the three items I had ordered separately. When they did this they charged my debit card separately for each item. This created two charges on my bank account. One for $125.80 - the total amount for all three items and another charge for $65.89 for one item that had been shipped. How is this business practice legal? I didn’t agree to the separate charge amounts and I am being over charged for the purchase. This ties up money in my account. I thought my debit card had been compromised and it has caused me to have to get a new card and change all my information in all of my accounts. This is time consuming and frustrating.

  Business response

  10/01/2024

  Hello ******. I'm sorry to hear about your previous DSW experience. We certainly don't intend to inconvenience or confuse our Shoe Lovers in any form or fashion. 

  Unless our Shoe Lovers are utilizing Afterpay as their form of payment, we don't charge the card/payment method until the item(s) have shipped from the warehouse or alternate shipping location. Instead at the time the order is placed, there's a pre-authorization hold to ensure the funds for the order. Though this could appear as a charge depending on the payment method used, it's not an official collection. 

  In your case, there was a pending authorization of $125.80 issued on your Applepay account when the order was placed. On 9/17/24, we collected $59.91 when part of your items from the order had shipped out. On 9/20/24, we collected for the remainder of $65.89 when the last of your items had shipped from our facilities. These two transactions equates to your order total and the initial pre-authorization of $125.80 was reversed. So we haven't overcharged you for the purchase. Since then you've returned the Ailee shoe from your order and we've issued a credit of $59.91 to your Applepay account on 9/30/24. Please allow 3-5 business days from the issued date for the credit to post to your original form of payment. 

  If you are still to be believed you were incorrectly charged for the order, please don't hesitate to contact Applepay's customer service so they can further investigate and assist you since on our end we've only collected $125.80 in total. 

  ******* - DSW

  Customer response

  10/01/2024

  I reject the businesses response. Yes, there was a pending charge to my account for $125.80 for the entire order, but when the first item was shipped, they charged me $65.89, which was actually the total for the second shipment. The $59.91 was for the first shipment and it was charged along with the second shipment. The $65.89 was charged to my account and the $125.80 did not drop from account. This is why I thought my account had been compromised. I have a charge from October 26,2023 for $262.12 that proves that this practice of charging for separate shipments has not happened in the past. Also, when I log into the DSW application, I cannot see the individual price paid for each item. Nor was I sent an email or given any notice that my account would be charged separately for each shipment. The point is I did not authorize DSW to charge my bank accounts for the separate amounts. I authorized them to charge my account for $125.80 and they over charged my account which effects my available balance. This practice should be illegal and I’m willing to bet that it is. It’s called “stealing”. If I stole from you, you would prosecute me under the law, so why would you over charge me and tie up my money even if it’s for a matter of hours? Don’t blame it on the bank. DSW is the party that told the bank to charge me more than once. This is unacceptable. 

  Business response

  10/02/2024

  Unfortunately you would need to discuss the matter with the bank as there's nothing further we can do on our end regarding the issue. All I can do is inform you that we only collected $125.80 as each item shipped out from our facilities. In your case that was under the collection of $65.89 & $59.91 equating to the $125.80 which is what your screen shot also supports. If you are still believing to be overcharged for your order, you would need to contact Applepay's customer service and/or your financial institution at this time. 

  ******* - DSW

  Customer response

  10/02/2024

  I reject DSW’s response. They are fully responsible for charging my account more than once. I did not agree to more than one transaction and I am not satisfied with the response. I have already spoken with my bank and it is the business that initiated more than one transaction without my consent. 

*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. ↩