Rack Room Shoes
Reviews and Complaints

I like to complain that the stores hours said they close at 9pm at the mall and I went to pick up my online order which I just received I email of confirmation to pick it up and when I went to the store a employee had the door close saying they close at 7pm and wouldn’t give me my order.

My daughter wanted two pairs for shoes for the sale which is posted every where in the store. Cashier told my daughter very Rudley they didn't qualify. I asked which did and she rolled her eyes. She didn't even tell us which ones qualifed. She told the previous customer the same thing and when she walked out the beeper went off. Then my daughter heard the cashier mutter rude comments under her breath about the customer who chose not to get the shoes. We didn't get the shoes either even though the signs clearly said but one get one %50 off or free.

I am very pissed! Your employee with the name of Antoinette at your store in Tanger Outlet Center with the address of 2100 Tanger Blvd. Ste 103 Gonzales, Louisiana... apparently is taking the rewards of other customers including myself and adding her points up off of your customers! I added a picture of my receipt! Not once did she ask for a phone number to add MY POINTS to my rewards! This employee apparently from what I am guessing has been taking alot of points away from customers! I want this matter taking care of and MY POINTS giving to me! This is unacceptable! My number is [protected]. If this is the kind of employee you feel should be working in your stores then I promise you I will never shop in your stores again and we pass this to everyone I know! Thank you! Pam Savoy

On May 12, 2021 I took 2 pair of shoes back to store 0233 that I purchased on April 26, 2021 per my foot Dr.'s advice after receiving 4 injections in my feet. I had my receipt, told Mgr. I wanted a refund and to look for different shores per Dr.'s advice. He refused because I had worn them. Of course I wore them! Said it is on the receipt, no refunds. I told him I work retail also, and the goal is to make the customer happy. He walked away and was rude, very very uncustomer responsive. I did purchase a pair of new shoes, had to. Just a rotten experience. Will not go back.

There was an employee that was bragging on how she was going to be promoted to MIT and how her life is gonna be better and how she does not care about these customers as much because her wage is going up. To me that didn't make a lot of sense at the moment. Her name was Anaely from store 493 and she was completely awful to me and my whole family. She would swear under breath "I [censored]ing hate working here" and "all these customers are [censored]es" and I just kept looking at her all confused because weren't doing any bad besides shopping, we weren't making a mess, we put displays back and for her to be all grumpy about it is completely unacceptable. It was a Sunday morning where they open at 11 so I have no idea why she was being in such a bad mood. I would ask her for help looking for a shoe and she would refuse to help and would walk away. I had to get help from some young man named David to help me get a pair of shoes for me. When I tried to give her my rewards info she said "no, we don't have any rewards no more". Which was odd to me and I saw that didn't take off the alarm tags off my shoes, I told her and she said "that they come off by them by themselves". The way she was dressed, it made it seem like she wasn't a worker, she had A crop top with logos all around it, it was really bad, I don't think the store manager should have promoted her based on these actions. I remember coming to the same location and I remember one of the sales associates being awesome and her name was Victoria and she helped me the whole time.

I would advise potential customers to consider whether they have a retail location nearby. While Rack Room Shoes has great pricing, their online return policy leaves something to be desired in the modern marketplace. In a day and age when return shipping at no charge is offered by many clothing and shoe companies on the internet, you will have to pay return shipping out of your own pocket plus be liable for any shipping charges taken out of your refund with Rack Room Shoes should the shoes not fit/work out for you. In the end, you might spend between $12 and $25 for the round trip shipping... and have nothing to show for it. After making 3 phone calls, and a week waiting for a return phone call that never happened, I spoke with Lisa, supervisor of customer service (800)248-0692, about this policy. She was polite and offered to refund only the original shipping charge. Internet pricing and no charge return policies being what they are at major online retailers like Amazon and Zappos, I suggested that their shipping policy being on the customer should be pointed out on each product page of their website. I am sure this will not happen, since it would certainly lower their sales to customers who don't live close enough to a retail store for returns. BE AWARE. I am still out $11.92... don't let this happen to you!

I just stopped to purchase shoes needed for a trip and was very disappointed with the actions of your employees. They had smart remarks and we're very unprofessional. They had a group of friends hanging out with them which made their conduct uncalled for. I would have spent hundreds of dollars with your company. I'm very disappointed because I really wanted to purchase from your company. I did take my business elsewhere. I hope this behavior discontinues. Thank you for your time.

Spent over an hour picking out shoes. Had 5 pairs selected and was looking for a sixth. In all the time I was in the store the three employees spent the time visiting with each other at the register. At one point I found an associate and asked if there were any wide sizes. I was told the box would have a "w" if there were. I had looked so long that I needed to use a restroom but had not yet found my 6th pair of shoes (as it was BOBO 1/2). Was told that they did not have a restroom open to the public but I was welcome to go elsewhere. I then requested that they hold my shoes. When I returned to purchase then, I was told they had put them back. Worst service and experience I have ever had. Hours of time wasted!

I was in store in Pooler GA. A life long pooler resident. Travelling to Orlando Gla. needed some water shoes. The Mgr. Was on the phone talking "gossiping" about somebody. Kept talking about being disappointed and shocked. I stood there 10 minutes in front of him to acknowledge me. He kept talking as if I was "invisible". I left and went to famous designers footwear. I think it's unprofessional to be in store talking on cell phones. I will never shop there again.

After listening to an employee complain about a customer while I was paying for my purchase. I told her I didn't think it was appropriate for her to speak negatively about customers in front of other customers. She argued with me & started with aggressive body language, such as throwing her arms up in the air. She was still yelling at me as I walked away. In total disbelief I went back to the counter & asked her name. She covered her badge & refused to give me her name. The assistant manager Jennifer who was standing there during the entire time never said one word. Jennifer would answer me even when I asked her questions directly!

So I bought some shoes from this location last week and still had them in the box with the card board still In the shoes. I simply just wanted to return one pair of the shoes and get a different pair. Well the manager, (Theresa) looked at my first pair of shoes still in the box never been worn and told me "oh these have been worn before" I said no mam they have not. She argued with me literally for five minutes until she believed me. I have never been so disgusted with how she treated me. She needs to be fired!

I went back to school shopping with my 5 children. My youngest, who is 8, needed to use the restroom. I asked the store Manager, Christina, if My son could use the restroom. She told me no he could not and I could walk down the strip to the next store to use their bathroom. I had about 7 pairs of shoes in my hands and I had to leave the store to take my child to a store that wasn't getting my business...this makes no sense to me. Christina was very unempathetic and borderline rude(like an I don't care about your problems attitude). How can a store operate without a useable bathroom for consumers? I should've let me child pee right there on the floor...I'm beyond angry.

1- Rack Room Shoes Customer Care
--Original Message--
From:
Date: 10/24/2016 11:17:57 AM
To: [protected]@goglobalresponse.com
Subject: Returns & Exchanges

The following contact request has been made:

Reason for request: Returns & Exchanges
Message:
I have 2 girls ages 11 and 13. We went to Rack Room at Crabtree Valley in Raleigh NC for the BOGO deal.
1 of my daughters found a pair of shoes she liked, the other didn't. The sales associate said come back in
30 days and you can still get your BOGO. So we went back to Rack Room the other day to find a pair. We
found a pair and spoke to the manager. He was very rude and said that wasn't the stores policy and wouldn't
honor the BOGO. I explained what the sales associate said when we were there last time. He was very rude
and said his sales associate was wrong. I had the original receipt with me. The scary part was he had a
manager in training with him that day. I was a retail manager and restaurant manager and I would never treat
a customer like I was treated. I feel sorry for the manager in training that was with him as she will end up with
no respect for customers. My kids are constantly growing and always need shoes and we will never visit a
Rack Room again.
First name:
Last name:
E-mail:
Telephone:

2- [protected]@rackroomshoes.com October 24, 2016 11:17 AM
This is an automated response to let you know that we have received your request. A Rack Room Shoes Customer
Care Representative will review your email and send a personal response ASAP (generally within 24 hours). In the
meantime, feel free to check out our most popular links, located at the bottom of this page.
If you prefer to speak to us directly, give us a call at [protected] and we’ll take care of your question right away.
Please do not reply to this email. Thank you for your patience.
Sincerely,
Customer Care
RackRoomShoes.com

3 [protected]@rackroom.com October 24, 2016 5:47 PM
To:
Reply-To : [protected]@rackroom.com
Re:Returns & Exchanges
Dear Bryan Regan,
Thank you for contacting Rack Room Shoes. We appreciate your feedback.
Please provide us with the following information listed at the bottom of the original receipt:
-Store #
-Tran #
-Date
-Subtotal
-Total
 So that we have all of the information regarding your experience at the store, please also let us know what day, and
around what time you visited the store.
Thank you for shopping at Rack Room Shoes!
Sincerely,
Monica

4- To : [protected]@rackroom.com October 25th, 2016 7:10 AM
-Store # 0442
-Tran # 083356
-Date 09/19/16 Monday Time 18:56
-Subtotal $69.99
-Total $74.71

5- To : October 26th, 2016 10:24 AM
Reply-To : [protected]@rackroom.com
Re:Returns & Exchanges #233887
Dear Mr.
Thank you for contacting Rack Room Shoes. We appreciate your timely reply and will be forwarding the provided information
to upper management for further case review. Your case reference number is: 191061. We will reach out to you within 24-48
hours once we have more information.
Thank You
Sincerely,
Syam
f:www.facebook.com/myrackroomshoes
t:www.twitter.com/myrackroomshoes
y:www.youtube.com/RackRoomTv

6-To : [protected]@rackroom.com November 10, 2016 2:58 PM
Re: Returns & Exchanges [#233887]
So it’s been almost 2 weeks and I’ve heard nothing back. I kinda expected that considering your customer service was so poor
at the store. Funny I actually read some online reviews about Rack Room and there seem to be a lot of unhappy people out there.
I never thought I should read reviews of brick and mortar stores before I shopped them, but I think I’ll start doing that after I
place my review of Rack Room Shoes.
thank you for the non-customer support

7-To : November 10, 2016 3:37 PM
Reply-To : [protected]@rackroom.com
Re:Returns & Exchanges #233887
Dear Mr.
Thank you for contacting Rack Room Shoes.
I am sorry about the delay in this situation. Your initial request is being reviewed by the management team and will be resolved
within the next 24-48 hours.
Thank you for shopping at Rack Room Shoes!
Sincerely,
Derika
f:www.facebook.com/myrackroomshoes
t:www.twitter.com/myrackroomshoes
y:www.youtube.com/RackRoomTv

8- To : [protected]@rackroom.com November 16, 2016 4:02 PM
Re: Returns & Exchanges [#233887]
Hmmm, 24-48 hours seems like it been closer to 144 hours with no reply.
thank you

9-To : November 18, 2016 9:08 AM
Reply-To : [protected]@rackroom.com
Re:Returns & Exchanges #233887
Dear Mr.
Thank you for contacting Rack Room Shoes! Please be advised we have forwarded the information you sent to our corporate offices
for case#:191061 as of 11/11/16. Once we have an update from Rack Room Corporate we will reach out to you. Please allow time f
or them to review the case and follow up with us. We do greatly appreciate your patience!
Thank you for shopping at Rack Room Shoes!
Sincerely,
Syam

10- To : [protected]@rackroom.com December 12, 2016 12:48 PM
Re: Returns & Exchanges [#233887]
It seems the only thing more disappointing then the in store Customer Care from Rack Room, is the Customer Care from Corporate.
Granted, it’s been over a month and I’m sure “Corporate people" are busy with the holiday’s coming up, but a month seems kinda like
a long time. I was just checking for an update.
thank you

11-To : [protected]@rackroom.com January 11, 2017, 2017 3:49 PM
Re: Returns & Exchanges [#233887]
Syam,
          Once again no response from Rack Room Shoes. I’ve gathered all of our corespendence and am planning on publishing them
every review website I can find.
thank you

Shoes purchased at, Willow Lawn Shopping Center store in Richmond, VA. On 10/22/15 I purchased 2 prs. of shoes, one pair for my husband & another for myself. Mind you, this is strictly a SELF-SERVICE concept store. Except for the actual checkout process, NO employees seek to provide assistance or interact with shoppers. I received no individualized assistance whatsoever. I had to locate the size & style I needed, hop around on one foot to try the shoes on, hunt down a mirror to see what they looked like on & even had to wander all around the store to find any employees in order to get answers to my questions & obtain clarification that their advertised deal applied to ANY other pair of shoes for sale in the store. Despite the fact that it was a "Buy One Pair, get another Pair 1/2 Off" deal, the prices paid were still quite high & considering the lack of good service was a bad value for the money paid. My husband wasn't even interested in trying the pair I brought home to him on at all. I decided to wear the pair I purchased for me within our home on carpeted floors to try them out. Realizing they were not as easy to put on & remove as I need, I decided I needed to return both pairs I'd purchased. Monday 10/26/15 at 11:48am I returned to the store with the shoes, original packaging, labels, boxes & my purchase receipt. I had to wait a few minutes before a young lady came to the register. I explained we'd determined the shoes were too casual & impractical for our needs She proceeded to open the boxes & inspect the shoes. She glanced at my pair & said they were worn & no refund would be given in a snappy accusatory way. I explained I'd tested them out for an 1 hr. wear on carpeted floors in my home. No damage was evident whatsoever & all the labels were still on the outer soles. She said "nuh uh" they were unacceptable for return & I'd have to take them back or could pick out another pair of shoes for exchange. Not interested in an exchange, only looking for a refund, I then asked her if I might speak with the manager. She said she was The Manager! She then reluctantly offered me a credit on a gift card, which was not really acceptable & I told her so, but she said that was the "best" she could do. Very dissatisfied, I realized a long line of people had accrued nearly to the entry door so I allowed her to provide the store's merchandise credit on a store card. She processed a refund on the pair I'd bought for my husband to my credit card & issued a $75.42 credit on a plastic store card. I asked her name since she had no name tag on (nor anything to identify her as a store employee) & she said: "Tunasia" (not sure if I've spelled it correctly & don't know if it is a first or last name, but she handed me a return receipt & said, in an insincere way: "You have a nice day". Unhappily I left the store & realized that I was scammed by her & this just is NOT the kind of treatment anyone expects from a high-end retailer. Nothing was worn on the shoes & she meant for me to feel bad. I'm certain she had those shoes placed immediate back for sale. Sadly, after this rude experience I never wish to shop at any Rack Room Shoe store again (nor online either). I'm going to the call telephone no.: [protected] which is on their website under "Other Questions". I expect to send this "Rack Room Merchandise refund card" in to RRS HQ in Charlotte, NC to get this return transaction fully credited back to my charge card. If any of my family/ friends asks me about Rack Room Shoes, I'll advise they NOT shop there unless they desire horrendously poor customer service, and very bad value for their money & time & patronage.

I ordered two pairs of shoes online for my mothers memorial service which is in 5 days. The pair I was planning on wearing wre shipped fed ex post which means they will not arrive until after the event. The other pair, still does not have a tracking number associated with it. I paid for Fed ex 2nd day. I called the customer service number and the CSR didn't ask for my order number but started arguing with me about two day delivery. NO apologies, very snarky and unprofessional. I actually had to ask if she wanted my order number to see what was going on. I have worked in customer service and I do understand having to deal with unhappy customers. Funny, I was very nice until she started telling me how wrong I was. I will Never shop here again. If you want to keep customers, let them tell you what the issue is before being a b****. I don't care if I love the shoes. NEVER AGAIN.

i went into the shoe store today and was intending to purchase pair of skechers.
I spent at minimum minutes searching for a shoe size while a csr was piddling with boot boxes seemingly oblivious to having customers in the store, the girl working the cashier area was wandering around like she was alone in the place.
Not once did any employee ask me if i needed assistance .
As I walked out I stated I was leaving due to not recieving assistance and neither of these people said a word, no i am sorry, please let us try to find your shoe, instead they both started talking at the register .
I will take my money to Famous Footwear tomorrow and purchase there.

I waited the night of black Friday to get two pair of shoes for my daughter and grand-daughter to take to South Carolina for Christmas . I was there 2 hrs before the store opened. I stood outside in the cold to get in for my shoes. All I wanted to do was get my shoes and leave I wAS TIRED . I am 64 years old. When 12:00 came to opened the lady that worked there let everyone in . I got my shoes they were right at the door but I could"nt get in line because everyone that was let in went straight to the register to get the give away. so I had to wait forever to purchase 60.00 dollars of shoes. And another thing that I think that was not right The sellslady new the lady that won the shoes for a year. Because that lady was outside went I was she was the 3rd. person to arrive at 11:00 that night but she didn't get out of her car till about 100 people were let in she went straight to the register to purchase a pair of socks just like other twenty people that was in front of me did . I think this was very wrong. I think if it calls for the first 50 people there to recieve the giveaway then thats what it should be . I think this kind of advetizing is what sets people off.

I purchased two pairs of shoes at Rack Room Shoes last week and upon getting them home realized that one pair didn't really fit me right. The following week I attempted to return those shoes and the other ones I baught, which I baught for my sister and she didn't like them.

Upon return to the store that snide and cocky sales "broad" looked at the sneakers my sister asked me to return, looked at me and said "I ain't takin these back, they've got worn outside" I said oh ok I didn't realize she had worn them I'm sorry. As the ghetto attitude increased from across the counter I felt embarassed and ashamed as if I had done something wrong or was trying to get away with something which was definitely not the case.

As this attitude ridden snide chick looked at the second pair of shoes which had never left my possession and only had been worn in the confines of my apartment for thirty seconds she looked at me and said "nope aint taken these either" I stopped her and said now wait, I know for a fact that these were never worn outside, the thatching is still on the tip of the heel which always wears out in 30 seconds or less and the souls have not been touched. "there's scratches all over them" she said. WHAT?! There are no scratches that is a hair, which I promptly pulled off (which probably came from her nappy head). She proceeds to say "I'll check wit my manager" I said that would be lovely thank you.

She disappears, no manager ever appears. She reappears and says "she said no" I said this is rediculous I want your corporate number and your dm's number right now. She gave me a corporate number to a Jon someone in home office somewhere and I proceeded to leave a voicemail explaining the above situation. Clearly I have not received a call back. I then wrote a letter online to customer service explaining the above situation and if they had any courtesy they could at least return my call.

I've worked in retail for 10 years for three different well respected companies I know people suck, I know customers suck, I know that everyone wants something for nothing, I also know it is my job to make sure everyone leaves happy. Well I'm not happy, I never ever complain but this is out of line.

I guess Rack Room Shoes Doesn't need my business or anyone else's and I believe they train their employees not to take back any shoes no matter what, guess that's how they are surviving this economic disaster instead of actually giving good customer service.