DSW
reviews and complaints

I found of matisse boots at the bartow avenue / baychester avenue, bronx location that were in the clearance section with 30% off bring the price to appx. $54. I was told although missed marked I would be required to pay half of the original price (50% off) of $260. The manager malissa and the cashier whom I filmed an made them aware I would be posting this to facebook for the world to see. I believe the consumer law says if its missed marked then the customer gets the item at that price. Dsw does not value the return of their customers, my time spent choosing a comfortable boot but however they love our money. Shame on you dsw for the worst customer service i've ever experienced. Even the airlines make a mistake they compensate their customers an generate way more money than dsw.! I will never darken any dsw store ever again an keep my business where i'm appreciated like nostroms, ninewest, soho or online where their policy is to keep their customers satisfied. That area is busy in co-op city of the bronx an news like this can get the community to boycott an [censored] you down. Never ever again. I'm so appalled. Next complaint is to the better business bureau an again I videoed the entire response of the manager, cashier. Stop treat your customers like crap. No us no dsw.

I ordered a pair of Zophie2 shoes, but what arrived in the mail was one Zophie 2 and one Effie 2. They use the same upper material but have quite different edging, stitching, bottoms and are obviously not a pair. Wonder if the person filling my order was paying any attention at all? Even a blind person could feel the difference between the two shoes. A simple run past Quality Control should have caught this mistake.

Oddly, DSW 's own website sent me here to register a complaint.
Really love the shoe but will have to buy from another supplier.

Hi,
My name is Jamal Kaboul.
I bought these Wolverine boots at Cary store 427 Crossroads Blvd, NC 27518 on 10/16/18.
I did wear them to work for 2days and they hurt my feet (injured them).
I went back to the store to return them today 10/23/18 still in original box, But the return was refused by the manager, her reason is that the DSW policy is not to accept worn shoes: they need to be new never worn!
S does it make sense to you! How I m gonna know if they are going to hurt my feet or not without wearing them. I bought them to wear them.
I ve been shopping at DSW for years, honestly I never had a problem with your shoes.
- I m writing to you to request a full refund please.

Tuesday, 9/4 around 1:30 PM EST I had a wardrobe malfunction during the work day with one of my shoes where the stitching let go and the sole separated from the upper. As a frequent shopper of DSW, I went in to buy a new pair to replace the ones I was wearing. An hour and a half later I made my selection and went to check out. Noticing the man ahead of me in the line had his new shoes on and old ones in the box, I thought that was a great idea, I stepped out of the line and put mine on as well reliving myself of my embarrassing shoes. Back in the line, I watched the man with his shoes on check out and leave.. My turn came, the woman opened my box saw my old shoes, asked where are the new ones. I said on my feet. She said she would need to inspect them. I responded, they are fine, she then insisted I remove them so she could confirm the size. I again said they are, then I asked about the gentleman before me, now holding up the line, she insisted I remove them for inspection.. I ended up taking them off and leaving them on the counter having to put on my damaged shoes and left time wasted! I was very upset and felt I was treated unfairly. There was a picture of the shoes on the box if she was worried about theft, NOT that she should have been. But I think that was just rude.. To embarrass me that way... I won't shop at that location again!

I am a US citizen from Arizona but currently residing and working in Nigeria . I am lover of shoes and an avid customer of DSW and a reward gold member. When I receive promotion offers in my email and I try to order online from Nigeria, I get a message that access to the site is denied. I have no idea why this is so. I am wondering if this is a DSW policy or does it have to do with my system?

Thank you.

Ifeoma.

Ordered a pair of shoes order # [protected] . I just received them and they appear to be worn, the sole is dirty, scuffed and there was no proper packaging wrapping/insert protecting the shoes. In addition there is no return label included. If I return them to the nearest store I will only given credit no monetary reimbursement as per policy. I shouldn't be penalize as DSW failed to include the return label.

Yesterday I went with my boyfriend to the DSW in Buckhead Station to buy some shoes for work and I asked this employee about the sizes available for a certain pair, but she just looked at me with this annoyed look on her face, didn't say anything for a bit, and then said "THE BOX. BRING ME IT. I NEED THE SHOE BOX." I was really caught off guard and shocked with the way she was behaving and brought her the shoes only to wait until she finished having a conversation with a friend and when she got back she suddenly changed her attitude only because her shift was over. I wish I could say that I would go again because they have a great selection of shoes to choose from, but this poor customer service has me wanting to just travel a little further to a different DSW location.

I recently visited a DSW store near me and they didn't have my size in a shoe that I wanted so I ordered them online. They came in the mail today (7/24) and opening the box I was completely shocked at their condition. The bottom of the shoes (that are white) are completely brown, and you can see the toe imprints of the previous owner. Spending $70 on a pair of shoes you expect them to be new not used. This is ridiculous. I would like a partial refund for receiving worn out shoes.
Order Number: [protected]
Member Number: [protected]

It is horrible that u send us coupons in the mail I got to store spend over the amount and get to register they say oh we don't have any coolers or weekend bags this is not the 1st time this has happened if u run out of stuff replace it with something else or offer another discount no the cashier says well u can go to another dsw 30 miles away to receive it away no thanks

I received a coupon for $20.00 off my order along with a certificate for a vacation tote with my purchase. On May 10th I placed an online order for 2 pair of shoes, added the coupon code and the certificate code. On May 21st, I called DSW customer service and inquired about my order, I was told that my order was cancelled for on of the pair of shoes and the weekender bag fell off my order. No one ever made me aware of the cancellation. I will never shop at DSW again.

I ordered a pair of new balance shoes in light pink and received white ones. I understand mistakes happen so I went to contact DSW via live chat and that wasn't working because of the unusually high volume of people contacting you, then I called and there was a hold time of 221 minutes!? Even at a large health insurance company I worked at they would never allow over 45 minutes for a wait time. Then I emailed and realized it said it would take possibly an excess of 4 business days to get back to me. First of all, are you kidding? That in customer service standards is way too long 24-48 hours is more appropriate. Second, I ended up calling the next day at around 10 til 8 in the morning EST and was on hold for 25 minutes. Eventually Rene came to the line and I told them that I received the right size but wrong color, would you know that it took me about 15 minutes to explain to this person over and over the issue, and I'm explaining it the same way to you on here, they advised they were new, but come on that's just someone not listening at all. Rene then asks me how far away I live from a DSW and I say about 15 minutes, Rene then tells me that I can go ahead to a store and return them and they might have the pink ones there... I can't help but laugh at that, first of all you don't assume that someone can get to a store to return something that was your mistake to begin with, you already inconvenienced me by sending me the wrong color shoe, you give the customer the option of returning to a store or creating a shipping label for them, but no, I said "This was DSW's mistake and can't you just send me a shipping label?" Rene then tells me it will cost $8.50... WHAT!? In no way should that ever be something a customer should be told when the issue is not their fault. After about 45 minutes of going back and forth with his supervisor about how to get the correct shoe to me and the correct size after asking me multiple times he tells me that the supervisor says I can return the shoes I received with the shipping label I received when the package was shipped. I told him that I was leaving town today in a few hours so I don't want to set it outside without at least being in town in case it isn't picked up. Just so you know this is A LOT of hassle for a customer for a mistake that isn't my fault. I think it would be best for you guys to brush up on your customer service skills because this is not how you treat a customer. I've been a customer with you guys for years and even got my father, brother, sister, mother, sister-in-law, and friends buying from you now and this kind of customer service makes me look like I'm making a horrible recommendation to them. This was a complete fail as far as customer service standards go and I really hope you can fix your standards. Thank you for your time.
Order number:2472511364
Item # ordered:415912 in 8.5Medium

I ordered these shoes approximately 2 weeks ago and they just came in the mail today, May 16th, 2018. Upon taking them out of the box to try on within the house the tip of the left heel fell off immediately. These shoes are needed for a wedding this coming Friday and there is no time to send them back. For the amount of money that these shoes cost ($84.99) I would have expected more in regard to the quality and I am honestly quite disappointed.

I placed an order on may 6th for 2 pair of sperry top-siders for an important event. I also used the "free tote" coupon. Prior to submitting the order, I verified the shoes would arrive on or before the 14th. Shortly afterward, I received a confirmation email stating the order would arrive by the 15th. I was aggravated, but at least they would still arrive before the event. Two days after placing the order I noticed the store in california, (supposedly where they were coming from) still hadn't shipped the shoes. I called dsw customer service, awful wait time btw, and was assured the shoes would arrive by the 15th. Well, I just noticed they won't be delivered until the 17, which is after the event! I called fedex and was told the original date of the 15th was incorrect, that the 15th is when fedex gives it to usps! Give me a break! I told the him to just tell me where the package is and I will pick it up myself. Of course, that's not an option. "I will just have to wait until fedex delivers it to the post office and then wait for the post office to deliver it, which is usually 14 days." seriously?! The pacakage has been sitting in my hometown for 2 days and they can't deliver it and refuse to let me pick it up?!

I will never do business with dsw again.

I placed my order for a pair of shoes and the giveaway item, the weekender tote. They shipped the tote, charged me for the "free" tote and cancelled my shoe order. I tried online chat but due to high volume was disconnected, I called on phone waited for 30minutes, recording said wait time 204 minutes! I sent an email to which I received an immediate reply stating due to high email volume it may take up to 4 days for a reply! I am not happy and very frustrated!

I had a bad customer service experience with them before...this will be my last!

I have been trying since the promotion began on May 10, 2018 to place an order by phone with a representative because the last time I tried to place an order online there was an issue and I never received the free weekender bag promo, which is why I was trying to place the order by phone with a representative, I was placed on hold for over an hour (145 minutes, 185 minutes etc). which I find extremely long. Then when someone did come to the phone they hung it up. I ended up giving up after at least 5 times trying to reach someone. Even the 2 nearby stores were out of the bags. I am VERY UPSET AND DISAPPOINTED as I am a valued customer of DSW and once again I have missed out.

I received a coupon in the mail to be able to receive a free weekender bag with the purchase of $39 sale started on May 10 today is May 12 I went to the store today May 12 and they told me they were out and they are not giving other bags and replacement I'm not a happy customer I went there specifically because the bag is adorable and I really wanted it to go on a cruise that I'm attending and to be able to rave about how DSW takes care of their customers they did not I've tried calling twice the first time I was told I have a 212 minute wait in the second time 308 minute wait that is a joke. I want that bag for free like my coupon says. So if someone could contact me & id be happy to provide my information so you can send it to my house I'd appreciate it

I had a gift card for DSW So Yesterday May 11th I went there after I got a promotional item in the mail that had a card for a free tote bag if you spend 39 99 a $10 off card in it and another one which I forget what it is. I went to DSW especially the to get a pair of shoes which I figured would cost 39.99 or more. I found a pair of shoes for 39.99 that I like using my $10 off I got them for 29.99 so I figured I would buy a second pair so I'd have $39.99 at least to get a free tote bag which started on May 10th. If this promotion is mailed out I'm sure in a wide area why do they not have the promotional item, hence the tote bag, in stock? I would not probably have looked for that second pair of shoes right now to make the cost 39.99 at least, had I not had that coupon for the tote bag. I am going to take the shoes back to the store.

This is my first time ordering from dsw shoes and I am very frustrated with the way they handled my order. I had a very hard time tracking my package without a tracking number. I was only able to track two of the three packages that had tracking numbers. Along with separating my order all for me to still receive it late. I would also like to add upon me calling to get a tracking number for my package I was on hold for an hour. This is highly unacceptable and I will never do business with dsw again. And will definitely pass the word on to friends to never order from dsw.

Ordered these Ugg boots for granddaughter for Christmas. When I received them they looked alittle lighter on the toe area like they may have been brushed. I gave them to her for Christmas. She has worn them maybe 10 times. I had them sprayed with Ugg. Spray for prevention. They now look like they have been worn for years. I think they may have been a defective pair. She loves the boots but I am sure they are not going to last the year. Our family has several pairs of Uggs never had this problem. My boots are 5 years old. Thank you for your time. Purchase around 12/27/17. Name Stacey Aliasso .505 North St. Batavia.NY 14020. Charge card ending in 5311. Sorry I have thrown away the order number. Phone [protected]. Thanks again.

I ordered expensive shoes and paid extra for an expedited shipping and express delivery. Guess what? It's been 3 weeks and the shoes haven't been even shipped!
Only god knows how many times I called and wrote them. I am sure they are aware of my issue, but they prefer ignoring me.
So tired to be treated this way. All I want now is to get a refund, so then I will leave them alone and will tell everyone not to deal with this website.