ComplaintsforDesigner Brands Inc.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased boots for our children in late September (purchased early do to shortages experienced last year). The kids started wearing the boots about three weeks ago and have worn them maybe about 15 times. The one sole has completely worn through and is causing the boots to leak. The other is well on its way to wearing through. Our daughter's boots are also wearing down at a rapid rate and I suspect will do the same thing in the next few weeks. I reached out to customer service since we were three days past the 60 day guarantee period. Customer service said they would not warranty them due to it being normal wear and tear. I disagree that this is normal as I have found other reviews online about these boots stating the exact same issue happens. I would like a refund for both pairs we have purchased as they are useless to our children and we now need to purchase a second pair of winter boots for each of them.

  Business response

  12/09/2021

  Hello *******,

  Thank you for contacting DSW. We sincerely apologize that you were not able to return your defective merchandise, as it had surpassed the 90-day timeframe for a return to be processed. We have reviewed your order #********** for the 2 pair of “Elements” boots and we would be more than happy to assist you with this order. We have successfully submitted a refund request for the amount of $110.23. Once the request has been processed, the refund will post back to your Visa, ending in 7871 within 3-5 business days.
  

  Please pack the defective items and the order summary back in their box, then into a shipping box to have them returned to our returns department.  You will receive an email within 2-3 days that will include your return label to mail the items.  

  Again, our sincerest apologies for the quality of the items, as well as the initial denial of the return.

  Thank you,
  ******* *******

• Initial Complaint

  11/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Sunday, November 28th I went to purchase a pair of NIke sneakers from the DSW website for my daughter. Everything seemed normal as the pair and size I had chosen said it was available and I was able to use a nike code they had on their site to make the purchase that much sweeter. After ordering I saw a pending charge of $45.49 on my bank website for the purchase so I assumed all was well and going to go through as any purchase would. Fast forward to the next day, 11/29/21 I reviewed an email saying my order has been canceled (I didn't receive a reason as to why) and that my card used would not be charged. (As of 11/30/21 ,that charge is still showing on my account as pending) I am beyond upset and frustrated about this as I was under no impression ordering sneakers online would cause so much stress. Why would the sneakers be available to purchase if they were out of stock or weren't available or some other reason?! Now on top of me having to find these shoes elsewhere I now have to wait for my money to be refunded. I attempted to try to order the same shoe but a different style from DSW and it says it's in process...I'm wondering if I will receive the same email later today(11/30/21) I am beyond frustrated and upset with the way this is being handled and how there is no updated site on product. If something says it's available I expect it to be available. I may have to find a new store to go to even though I am a VIP member. This service is very lackluster in my honest opinion and I just want my money back.

  Business response

  12/29/2021

  Hello *******,
  Thank you for contacting the DSW shoephoria! Center, and being a DSW VIP Club member.
  We sincerely apologize for the pending charge from the cancelled order #**********. We can assure you that the order was cancelled & there was no charge added to your Visa, ending in 5044. DSW charges for online orders once they are shipped. Since this order was never shipped, there was not a charge but only an authorization in the amount of the order. We have added extra points to your VIP account for the inconvenience. You will have a $20 Reward available for use as of 12/29/2021, and it will be valid for 75 days. This Reward can be used online or in-store.
  Thank you,
  *******

• Initial Complaint

  11/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a purchase on 11/29/2021 with the cyber day sale. I used a 30% code (CMDEAL) which included Nike. I also used an additional promo code (CMBACKPACK) for a free backpack. I purchased a pair of men’s Nike sneakers for $89.99 and received 30% off plus I used my 2021 $10 off perk reward. I also used the code to redeem my free backpack. My total was $52.99. Then I received my order confirmation in email form and all a sudden my total changed and I was charged $82.64. DSW decided to incorporated the price of my free backpack into my total and then take the 30%. I do not know how it is legal to show my initial total of $52.99 that I agreed to pay, and then decide to just change it and charge me more money.

  Business response

  12/29/2021

  Customer was handled with Customer Service Representative. 

• Initial Complaint

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for boots on DSW website. The order was placed on November 2 and it was a 3 to 5 business day delivery time. I contacted them again on the 18th because I had not received the product yet they said at that point it was considered lost and that I could either order another pair or I could cancel it and have a refund. I responded I would like a refund. No response back from the company and then when I checked in a couple days later I saw that they had re-shipped me a second pair of boots. I told them that was not acceptable and I asked for the refund of my $178. They told me I would need to wait until I received the second shipment of the boots and then physically return them in order to be read funded. They told me the boots would be delivered on November 25 according to their tracking number. The boots are not delivered and today is the 29th. I have contacted them again demanding a refund of the $178

  Business response

  12/29/2021

  Hello *******,
  Thank you for contacting the DSW shoephoria! Center, and being a DSW VIP Club member.
  We sincerely apologize for the miscommunication of the refund on your order # **********. We checked the order, and it appears the order was delivered on 11/30. We also see the order was returned back on 12/10/2021. We have provided a refund for the order, and you will see that post to your AfterPay account, ending in **** within 3-5 business days.
  Thank you,
  *******

• Initial Complaint

  11/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I shipped a return (2 pairs of Franco Sarto boots) on 11/12, which was delivered on 11/15 to DSW's facility in Ohio. I've attached the confirmation of delivery from FedEx (tracking #************), the DSW shipping label, and screen shots from both FedEx and DSW's tracking systems indicating the items were delivered. It's now been 11 days (9 business days) and I haven't received a confirmation email from DSW or a refund, even though their stated policy is that they process within 2-3 days of arrival, send a confirmation email, and issue a refund within 10 business days. Customer service reps I emailed with kept telling me the items were never delivered (false), despite me providing all of this information, so I called the customer service line, where the rep confirmed it was delivered to them, but told me that it needed to be escalated to "another team," (he wouldn't specify what team when I asked) and that I would receive a call in "1-2 days" about WHETHER my refund was approved or not, "due to the amount." Apparently, they don't like to give refunds when you've spent a lot. This return was for two pairs of Franco Sarto boots and is a total of $346.20 - I deliberately order 3 pairs since I wasn't sure the size, kept one pair that worked for me and returned the other two with no wear at all (tried them on in my apartment and then put them back in the box). I am very dissatisfied with the service and will never order another pair of shoes from DSW again.

  Business response

  12/29/2021

  Customer was taken care of by Supervisor

*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. ↩