DSW
reviews and complaints

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.

Hello,

I would like to file a complaint with regards to one of the employees at my local DSW store in Wichita, KS, the Greenwich Rd. location. His name is Matt. Each time I've gone to shop at the store, he comes across as rude and unfriendly. My first encounter with him was when I brought a pair of shoes in the store to return. He told my husband and I that we could not take the shoes into the store, but had to leave them at the counter if I wanted to shop for more shoes to do an exchange. I didn't feel comfortable leaving shoes I paid for up front so my husband had to stay up front with the shoes so I could shop for another pair. If customers are going to be required to leave their returns up front, some sort of claim ticket should be given for retrieval of the shoes. 

Yesterday, July 22, was my 2nd unpleasant encounter with Matt. My husband and I were in the store and he was filming me because we do videos when we're out at times. We have a videography business so it's also a hobby. Matt told me quite rudely that my husband couldn't film in his store. I told my husband and we left. 

I love shopping at DSW and am a premier member, but may have to find other stores to shop at for my shoe purchases. I don't go to the store to be glared at, treated like a criminal or harassed. Matt needs some training in customer service, or perhaps another profession.

I went into the DSW location in Lawrence NY.
I was the second one on line with two salespeople checking out.
One salesperson was on the phone anwering questions for a phone order.
The person on the phone was asking questions like "is it more like teal or mint" and the salesperson had to question her manager several times.(as it turned out, the person on the phone never ordered anything.)
In the meantime, the line started to build because the one salesperson that was checking out had a difficult transaction and got stuck several times.
At this point the line behind me was 10 people long with one salesperson still on the phone. So when I walked up to check out I was second in line and 20 minutes later the line had not moved becuase I'm assuming salespeople are told that a phone order takes priority over a real customer.
Either there is a person just taking phone orders in a big store like DSW or the person on phone is put on hold until all store customers are taken care of.
Everyone on line complained. Very bad experience. Not worth the savings!

I ordered a pair of shoes from DSW Shoes online store and they took my money but did not ship my order. I did not get a tracking number so I contacted them to see if everything was alright and they said that my order was cancelled because they were not able to deliver to my address.
I asked what was wrong with my address but they were not able to give me a reasonable explanation. I did get my money back several days later but still I was very disappointed.
When I made my order I was super excited about it but in the end got nothing but disappointment.

I have two questions. First: Does DSW accept external coupons? RetailMeNot and other website offer coupons on your shoes. One could either scanned or print them out. I wanted to use a coupon on a pair of shoes that I had bought recently but was told that DSW does not accept external coupons. How is that so when they are being offered? And I know people who have used them. This happened on Oct 15, 2016 at the Atlantic Station in Atlanta, Georgia.

Second question: Is it common practice to "recycle" boots and shoes, MARKING THE UP for a higher price AFTER they were discounted?! There was pair of boots that I wanted to buy but notice that the pair of boots, really booties, were, at first, marked down to 50% off. I could see the read tag in the shoe and on the box. I could also see the purple, which indicated that booties were MARKED UP to 30% off. Now they are MARKED UP AGAIN to 20% percent off. If this is the company's practice, this is unethical business practice. How can you call yourself a store where people can get the best price BUT you MARK UP the price? This is really a rip-off. And again, it happened at Atlantic Station in Atlanta, Georgia. Today, Oct. 19, 2016

I made my order and after I paid an error message appeared. I tried to contact DSW customer service for some details but when I called I was put on hold. I called again and someone finally picked up. Their rep assured me that since there was an error order did not go through. But when I checked my card I saw that DSW did take my money. I called again and they said that someone will contact me back as soon as they resolve my issue. One week later I called again but they put me on hold for about 30 minutes and nothing. No matter how hard I've tried I was not able to reach them. Lost my money.

Hello. Recently I went to the DSW shop and wanted to buy a nice pair of shoes, but I really needed some help and advice. But when I arrived no one from the store workers came to me and offered help! There was a girl the and she was very busy with her phone and did not even look at me. I came closer and asked for help and she said that everything is on the shelves. I told her that I don't know what shoes to buy and she said that she doesn't know either. Terrible service!

On October 25, 2015, my wife was injured while attempting to enter the DSW store in Tyler, Texas. Her thumb got caught on a protruding lock plate on the door, and, as the door opened, the was thrown backwards, hitting her head on the concrete. She was taken to the emergency room to be treated for head and hand injuries. DSW turned the matter over to its claims partner, CorVel, in Baltimore, Maryland (1400 miles away). In the three months since the accident, DSW has not once inquired as to my wife's injuries and has not shown any concern whatsoever for her health. A corVel representative contacted us by telephone, and he was rude and disrespectful. After we both told him what had happened, he dismissed our statements and said "You probably just slipped and fell". He had said that he had not, at that time, seen the surveillance video of the accident. Even though he was 1400 miles away at the time of the accident, he basically called us both liars. After receiving the medical records (we provided release forms to CorVel) CorVel did nothing for two months. We have asked repeatedly to be given a copy of the surveillance video, which would substantiate our version of the events. Both DSW and CorVel have denied this request. These two companies are both disreputable, in my opinion. they deserve each other. Needless to say, the claim remains open. For further information on DSW and an idea of how it (allegedly) treats older people, google "DSW EEOC". For a glimpse of how CorVel treats claimants, google "CorVell Maze Pain" and "CorVel Red Tape". Neither company is a member of the Better Business Bureau.

RACIST DSW PASADENA staff TESSA and Mgr. NATE! Check more Yelp RACISM complaints against DSW shoe store in Pasadena, CA!
Cashier (caucasian with red hair) TESSA, ignores minority customers. Then, is very RUDE when cashiering for them. Store Manager NATE (Caucasian bald guy) is equally a bad, INdecent human who allows RACIST behavior since he is also guilty of HARASSMENT! Very mean and Unprofessional conduct!
They both FALSELY ACCUSED innocent customer and ensures minorities have a BAD TIME in the store!

My shoes fell apart. The right shoe (seams ripped in two places and are no longer wearable ). The manufacturer should stand behind these shoes, not the store where they were purchased.