DSW
Reviews and Complaints

In December of 2023 I returned some boots purchased online from DSW and received an email that they had been received and my refund would be issued. Two months later I realized they had never issued the refund. I contacted them and it was taken care of.

Fast forward October of 2024-I again purchased online from DSW a pair of boots. Timely returned them and received by DSW. Refund to be given, but here it is Nov. 30 and still no refund. Again, I contacted them to issue my refund.

It's a good thing I stay on top of this because that is nearly $300 in refunds that I would have never received.

Point is: why should I have to continually beg for my refund? I don't know who is in charge of the returns/exchanges dept. at DSW, but I can't help but feel they train employees to ignore the refund until the customer follows up.

I will no longer order from DSW anymore. And the nearest store is 100 miles away, so forget DSW in the future.

Wanted to buy Clarks shoe brand in the Reno store but when I went in that brand was mixed in with every other brand. It was so confusing I walked out with nothing. It might seem to the advertisers this is a good move to get people to walk through the store for a couple of hours but most of us don't have the time to do that. Put the brands together so we can go right to them without wasting precious time. I walked out buying nothing. You lost my business for good or unless you reorganize shoes by maker again.

Nov 20,2023.

Item received was not what I had ordered. There was no invoice or return label.

Spoke to associate who verified wrong item had been sent. I requested that a return be sent to me. I was informed that this a return would have to be sent via e-mail. for health reasons I cannot leave my home. I fell that return labels should be mailed along with your order. I have been a long time customer and have enjoyed the DSW deals, but have decided to terminate my membership. And canceled my order.

Respectfully,

M .Nichols

My account has been billed for the amount of $97.53 for boots I did not receive.

I have waited nearly 2 months for my account to be credited back and to no avail, it has not been credited back.

No way, to conduct business!

Transaction ID

8WF31514PD0234629

Seller info

DSW

[protected]

[protected]@dsw.com

Invoice ID

[protected]

Note

Shoes and Accessories

Purchase details

[protected]

$97.53

Total

$97.53

sent to your Westampton address on 10/23/23. tracking number; [protected]. amount or return charged to my visa credit card number; [protected]. I am very concerned about your declining service as it has always been excellent. Please send me a check or credit my card. I had to return the boots using Fed Ex because you failed to include return shipping labels as you always dis in the past. I am disappointed. It was also an inconvenience for me to do this return. I have all of the transaction information as proof if you need it.

Genevieve Schaefer

[protected]

[protected]@gmail.com

Ordered the shoes. Received email 3-4 days later saying DSW was "still' working on my order.

Customer service refused to cancel my orer.

DSW could not get me my shoes on time. Now I have no shoes, and DSW took my money

VERY POOR DECISION MAKING

The shoes ARE going back for a full refund. I did buy an additional pair of shoes of which I am in no hurry. I will accept that pair, but that was the LAST order I ever place w DSW

re: Order #[protected]

Unsatisfied

So, I went to DSW in Maple Grove, MN with my son last week. I found a pair of boots I loved on the Clearance Rack that were priced at $69.95. There were stickers with this price on the sole of each boot. When I went to the cashier to checkout, the boots rang up at $155. I pointed out to the cashier that the advertised price on the boots was, in fact, $69.95, and asked her if she could correct the error. She called over a man (young with dark hair and glasses) who I assume was the Manager. His response to me was, "I'm not accusing you, but people switch the tags on merchandise all the time. The boots are $155." Tag switching? Seriously? Sounded like he was accusing to me, and to my grown son who was with me. Clearly, DSW is using a Bait and Switch tactic with their customers! I was very offended, to say the least.

I mean, come on, DSW! You can't just advertise one price and then charge a completely different price at the register. That's not fair to the customer. And then to accuse me of tag switching? That's just insulting. I'm a loyal customer and I've never done anything like that before. The manager could have easily checked the cameras to see if I had switched the tags, but he didn't even bother.

I've shopped at plenty of other retail establishments where the tagged price differed from the actual price, and they've always honored the price on the item. That's just good customer service. But not DSW. They'd rather accuse their customers of wrongdoing than admit their own mistake.

I'm so disappointed in DSW. I used to love shopping there, but now I'll never go back. And I'm telling everyone I know about this experience. My family, my friends, my co-workers, even my customers at work. I want everyone to know how poorly DSW treats their customers. Shame on you, DSW.

I gotta say, sometimes I feel like I'm getting played by the folks over at DSW. I mean, I've had to deal with their "Shoephoria" customer service team a few times now, and it's always a total headache. Like, I get it, mistakes happen, but why does it have to be such a production to fix them?

For example, I had an item missing from my order that I was charged for. Seems like a pretty straightforward issue, right? Nope, not according to DSW. It turned into this whole ordeal that took up way too much of my time and energy. And don't even get me started on the rewards points situation. I mean, come on, how hard can it be to track those things? Apparently, pretty darn hard if you're dealing with DSW.

And it's not just the actual problem-solving that's frustrating. It's the communication, or lack thereof. I've had to ask the same question multiple times because the person on the other end of the chat or email just doesn't seem to be paying attention. And when I reference their own policies or procedures, they act like I'm speaking a different language.

Honestly, I'm getting pretty fed up with this whole situation. I'm starting to feel like DSW is taking advantage of me, like they're stealing from me or something. And the fact that I have to physically go to a store to resolve these issues is just insult to injury. I mean, who has time for that?

Now, don't get me wrong, I do appreciate the deals and selection that DSW offers. But at this point, I'm seriously considering closing my account and taking my business elsewhere. I'd rather pay a little more for decent customer service than deal with this nonsense any longer. It's just not worth the hassle.

I recently made an online purchase of a pair of shoes from DSW using my trusty PayPal account. Unfortunately, there was a bit of a mix-up and I was informed that I would receive a 10% credit on my order. I was told that I would be charged the full price and that the credit would be applied within 2 to 3 days. However, instead of receiving the credit, I was double billed!

I tried to contact DSW by phone, but after waiting for a whopping 45 minutes, I was informed that there was still a 60 minute wait before I could speak to anyone. I left my phone number and was told that I wouldn't lose my place in line and that I would receive a call back. However, I am still waiting for that call back. I even sent a total of 8 emails to DSW, but the only response I received was an automatic reply that said "we will contact you within 48 hours". I received no response after that.

Finally, after what seemed like an eternity, I was able to get through to DSW on Live Chat. However, I had to wait for 20 minutes before I was connected to someone. When I explained my situation, I was told that they couldn't see the overcharge and that if I wanted it cancelled, I would have to work with PayPal. Luckily, I was able to contact PayPal easily and was informed that because the charge came from DSW, it couldn't be cancelled in PayPal. I was told that if the charge wasn't removed from my account within 30 days (by 11/13), I could file a complaint with PayPal.

To add insult to injury, after my Live Chat session, I finally received an email from DSW's customer service stating that my problem had been solved. Thanks for being a customer!

Overall, I would say that if you have all the time in the world, go ahead and order from DSW online. However, if you value your time and don't want to deal with the aggravation of waiting on hold for hours and sending multiple emails with no response, then I would suggest looking elsewhere for your shoe needs.

So, I gotta tell ya, I had a real doozy of an experience with DSW. I placed an order on December 18th, and everything seemed hunky dory - the item was in stock and ready to ship. But then, the very next day, I got an email saying that the item was actually not available. What gives, DSW? I was pretty bummed, but they did offer me a $10 credit for my next order, so that was something.

But then, just two days later, I got a message from FedEx saying that my order from DSW was on its way. Wait, what? I thought it wasn't available? I was so confused. I reached out to DSW and they told me to refuse the item when it arrived and they would give me a refund. Okay, fine. But then I asked them to contact FedEx to have the items returned to them, and they said they couldn't do that. What the heck, DSW? I called FedEx myself and told them I was refusing the order, but it was a real hassle.

Honestly, this whole thing was a real cluster caused by DSW. They kept apologizing, but it didn't really seem like they knew what was going on. They even sent me a message saying "sorry we missed you" when I hadn't even received the package yet! It was a mess. And this wasn't even the first time I've had problems with DSW. I'm definitely not going to be buying anything from them again.

One person at DSW said they would issue a refund within 3-5 days, but it hasn't happened yet. I'm not holding my breath. Honestly, I'd rather go barefoot than deal with this again. DSW, get your act together!

I recently came across DSW while browsing through a Gucci group that I'm a part of. I saw that many people were finding great deals on the website, but there were also a few negative reviews about the company. Despite the mixed reviews, I decided to give DSW a chance since they had a pair of Gucci shoes that I had been eyeing for a while.

However, my experience with DSW was not a pleasant one. When I received the shoes, I was disappointed to find that they were the wrong size and were actually men's shoes. I decided to return them and wait for the correct pair to arrive. A week later, I saw that DSW was having a sale on the same shoes, so I decided to purchase them again. Unfortunately, I received the wrong shoes once again - this time, they were also men's shoes.

I was extremely frustrated and angry at this point. I contacted customer service through their chat feature, but the representative was not helpful at all. In fact, she was quite rude to me even though I was not being rude to her. It was clear to me that many of the employees at DSW were not well-trained, and the people working at the warehouse where they send out the shoes were constantly making mistakes.

I had to print out pages of information about the differences between men's and women's Gucci shoes just to make sure that I received the correct pair. The shoes that I had ordered were supposed to be a women's size 35, but the men's shoes were exactly the same except for the "Gucci" logo on the back.

Overall, my experience with DSW was not a good one. While they may have some good deals on their website, the constant mistakes and unhelpful customer service make it difficult to recommend them to others. If you do decide to shop at DSW, be prepared to double-check everything and be patient with their employees.

I recently made a purchase on dsw.com for a pair of boots for my sister on December 1st. However, on December 3rd, I noticed that the order was still pending. I was starting to get worried because I wanted to make sure that my sister received her boots in time for the holidays. Finally, on December 4th, I received a shipping confirmation email stating that the item would be delivered on December 8th.

On December 8th, I eagerly checked the tracking information only to find out that FedEx never received the package. I was extremely frustrated and decided to call customer service to see what was going on. The representative informed me that a replacement order would be sent out and that I would receive a confirmation email with the new tracking number.

However, on December 9th, I still had not received the email confirmation of the replacement order. I decided to call customer service again and was told the same thing - that a replacement order would be shipped and that I would receive a confirmation when the package was shipped. Unfortunately, as of December 10th, I still had not received any confirmation that a replacement order was even processed.

To make matters worse, I had already experienced issues with another order and had to deal with a representative who put me on hold for 45 minutes. I was extremely frustrated and decided to tie up her phone line by putting my phone on speaker, popping some popcorn, and watching TV while I was on hold. Finally, after 45 minutes, she transferred the call to another representative who tried to assist me, but I requested to speak to a supervisor.

Thankfully, the supervisor was helpful and refunded a good portion of my money. However, I was extremely disappointed with the customer service I received from DSW. As a VIP member for many years, I plan to take my business elsewhere. It's a shame that they're outsourcing their work and not providing the level of customer service that their customers deserve.

I gotta say, I had a bit of a rough time with DSW. I ordered a pair of boots a while back and when they arrived, I was shocked to find that I had received two left boots from different brands. I mean, come on, how does that even happen? But to their credit, they did make it right and sent me a new pair.

Then, I decided to order a pair of sneakers. When the package arrived, I immediately knew something was off - there was no top to the box! And when I looked inside, the sneakers were just thrown in there, looking like they had already been worn. I called customer service and they told me to send them back for a new pair. But here's the thing - the pair they sent me didn't even come with a proper box! So I had to go find one myself.

Finally, I received my new pair of sneakers. And guess what? They were packaged the exact same way as the last pair - just tossed in there, looking like they had been sitting around for ages. I was so frustrated that I took them back to the store. And let me tell you, the manager was not helpful at all. He was so condescending and refused to give me a refund, only store credit, because it had been over 60 days since I purchased the original pair.

So, I ended up using my store credit to buy another pair of shoes. This time, I went for some slip-on shoes. And when they arrived today, I was disappointed yet again. They were just thrown in a box and the bottoms looked like they had already been worn. I'm exchanging them now and really hoping that the next pair they send me is actually brand new and packaged like it should be.

Honestly, I don't know how they managed to mess up three completely different pairs of shoes in a row. It's beyond me. But I'm still holding out hope that they can get it right eventually.

I recently purchased two gift cards from DSW for my mom and sister as a Christmas gift. Unfortunately, when my sister tried to use her gift card, it didn't work. I had her bring the gift card to me and I went to the store to try and use it myself, but it still didn't work. I decided to call DSW's customer service for assistance.

The person I spoke with on the phone was patient and somewhat helpful, but unfortunately, they weren't able to resolve the issue. They suggested that I email ***@dsw.com with all of the relevant information, including the receipt and gift card number. However, I noticed that the gift card number on the card itself was different from the one on my receipt, which was confusing and frustrating.

I'm not sure how this happened, as the gift card was wrapped as a Christmas gift and hadn't been used until my sister tried to use it a few days ago. I ended up wasting $120, which is a significant amount of money that I worked hard for. I'm not sure if the cashier who helped me at the store made a mistake or if someone tried to scam me, but either way, I was extremely unhappy with the situation.

When I emailed DSW's customer service, I explained everything that had happened in detail. However, they didn't seem to take the time to read my email thoroughly. Instead, they simply told me to call customer service again and again, which was frustrating and unhelpful. I felt like I was just being pushed around and not getting any real assistance.

Overall, I'm disappointed with my experience with DSW. I've been a loyal customer for many years and have never encountered a problem like this before. It's unfortunate that they weren't able to help me resolve the issue and that their customer service process seemed to be more about passing the buck than actually solving the problem. As a result, I don't think I'll be shopping at DSW again in the future.

So, I gotta say, the shoes I got from DSW were pretty good. But let me tell you, their return policy is a real pain in the you-know-what. I bought these boots from the store in Euless, TX and they hurt my feet after just one wear. So, I took them back within 30 days with the receipt and everything. But the manager there gave me a hard time about it, saying they had to be in perfect condition to get a refund. Like, come on, I already wiped the bottoms off for her and everything. She did give me the refund, but made it clear that I couldn't do that again in the future.

Now, I work in retail myself, and let me tell you, this is just bad business. Shoes are one of those things that you really need to try out in the real world to see if they're gonna work for you. And DSW is making it way too hard for people to do that. I mean, who wants to buy a pair of shoes and then be stuck with them if they don't work out?

Honestly, I don't think I'll be going back to DSW anytime soon. I need to be able to buy shoes and return them if they don't work out, without all these crazy rules and regulations. And I can't recommend them to anyone else either, not with a return policy like this. It's like they're training their employees to be the shoe police or something. No thanks, DSW, you've lost my business for good.

I recently made an order on dsw.com for a pair of shoes that I needed for an upcoming visit. I was willing to wait the seven business days it would take for the shoes to be shipped to me. When I was filling out the order, I noticed that the default store address was on the other coast of Florida in Miami. I quickly changed the store address to the one nearest to me in Naples and placed my order. Everything seemed to be in order when I received my confirmation.

However, eight days later, I received an email saying that my order had been delivered to the Miracle Center store in Miami instead of Naples! I was very frustrated and called customer service, which was apparently located in India. They promised to resolve the problem and call me back, but they never did. I decided to take matters into my own hands and called the store in Miami where the shoes had been delivered. I spoke to a male supervisor named Jamie, who was not very helpful. He suggested that I cancel my order and place it again. He didn't apologize for the poor customer service or try to find a solution to my problem. I asked to speak to the store manager, but Jamie insisted that he was there to help me and that canceling my order was the only solution. He didn't even try to find a way to get the shoes to me. All he did was cancel my order and ask me to place it again, which would mean waiting another eight days for the shoes to arrive. I was very disappointed and decided not to place my order with DSW again. I would rather pay a higher price on Amazon than deal with this kind of service. I don't think DSW will be in business much longer if they continue to treat their customers this way. Overall, it was a horrible experience and I would not recommend DSW to anyone.

Order [protected] 11/29/22 Recd msg $50.24 of the $84.99 will be refunded appealed this on 1/3/23, recd msg add'l $17.69 would be refunded and a CREDIT OF $20 ON MY ACCOUNT. Expld 3 times do not want "credit" want my full refund. Refund policy states a charge of $8.50 shipping will be charged. Meaning I am still owed $11.50. I will acquiesce to the policy so take the $8.50 our of my "credit"

copy/paste your own policy

WHAT IS YOUR RETURN POLICY?

Other than merchandise marked as FINAL SALE, you may return merchandise at a U.S. DSW store or at dsw.com for any reason within 90 days of the original purchase date. Returns must be unworn and undamaged with the original receipt or packing slip to receive a full refund via your original form of payment (including PayPal).*

Returns made without the original sales receipt or pack slip must be returned using a valid ID and will receive a merchandise credit that is equal to the current selling price. DSW may limit the number of returns permitted without an original sales receipt or shipping invoice.

Returns with a gift receipt will be issued as a merchandise credit or even exchange. If returned or exchanged at dsw.com, any funds credited will be automatically issued on the original form of payment.

Returns purchased with any DSW Rewards or offers will be refunded only the final purchase price. Rewards and offers will not be reissued or recredited, except for exchanges made on the same day of purchase.

Please allow 7-10 business days once we receive the product to process your return and credit any funds on your original form of payment.

DSW Reserves the right to limit returns or exchanges regardless of the receipt.

IS THERE A RETURN FEE?

For DSW Gold or Elite members, return shipping is free. For all other customers, if you use our pre-paid return label, the costs of return shipping is $8.50 for any number of items and will be deducted from your refund.

I placed an online order with DSW and was charged once a week after placing the order. The next day, my card was charged again. I contacted a representative and they claimed that there was a single hold (the original charge) on my account. However, my bank processed it as two CHARGES and forced my checking account to overdraft. I was refunded the next day for the second charge. Today, a THIRD charge popped up on my account. DSW is keeping me from accessing my funds due to overcharging. They claim it's a hold, but there should not be two holds for the full purchase price of a single order.

On 20 May 22 I entered the DSW store about 3:30 on bridge street in Huntsville AL and was amazed to see ALL the employees wearing masks 😷 I commented to one of the young female employees that " I could not see her nice smile and asked why she is still wearing a mask...". She stood up immediately in an erect and annoyed stance and through her visible frown lines she paused and said, " ... because I CAN!".

I told her it was setting a bad example and actually was unhealthy and that I used to wear a real mask as an Air Force firefighter.

Upon leaving the store about 5 min later I saw one of the 2 young female employees I was talking to earlier complaining to their black female manager that I was " weird " and they all seemed very annoyed. They were talking so loud that bit only did I hear it but it was within earshot of many other customers I interjected into their conversation about me and said " actually it's very weird at this point in time to require all four employees not to have a choice and be muzzled like slaves. ".. all the manager could say is " have a nice day ( in a very sarcastic tone). She wouldn't answer any of my questions about why she required her employees to breathe their own carbon dioxide through their Bacteria sponges.

I have be a loyal customer for decades going fan to when I lived in Dallas in the late 90s. I shopped at the one on Phoenix when I lived in Scottsdale AZ.

I am a combat veteran and have never been treated so rudely and targeted like I was in that store. Not only was it an awful first impression of what I used to consider a great store but it represents to me an authoritarian manager who is trying to control her employees rather than lead them.

At this point in time there is no mandate and it is not a hospital or health clinic. Your are violating the ADA since all deaf customers and most children will not be able to read lips or see or understand facial expressions. You are leaving your corporation open to big lawsuits and setting a very bad example of moving on gem the pandemic and also detracting from customer service where smiles and facial gestures are essential to providing superior customer service.

I received very poor customer service and am not sure I will ever be able to feel comfortable at this store even though it's right near my house. I sincerely hope that this matter receives the highest level of scrutiny and followup