DSW Customer Service Issues

I recently bought Birkenstock sandals with a coupon for a free weekender bag starting today, May 10, [redacted]. When I went to claim it, I was informed they had run out as preferred customers got them a week prior. I’m also a preferred customer, but I wasn't notified to come in early. This was disappointing as I have an upcoming trip and was looking forward to using the bag. It feels unfair to have a start date not honored. I asked if they would honor a $10.00 off coupon if I came early, but they didn't agree. A small discount on my purchase was offered instead, which wasn't satisfactory. I believe the best resolution is for them to provide me with the promised weekender bag.

I have sent two emails regarding canceling my order placed last night. This morning, I tried calling at 7:09 a.m. and, after being placed on hold, was told I would receive a callback within 8 minutes. It has been almost 4 hours now, and I have not received a callback. I am requesting a refund on my credit card for the charges and would appreciate a courtesy call or email confirming the refund. In my opinion, DSW needs significant improvements in their customer service. It is impolite to keep customers on hold for extended periods, and even worse to not follow through on promised callbacks. When I contacted corporate, the receptionist was unhelpful and simply transferred me to customer service. I rate the experience half a star.

As an Elite VIP member, I expected my shipping to take 2 days, however, my shoes are now set to arrive 8 days after placing my order. Despite my initial request to hold the shoes at the store due to my upcoming travel plans, the salesperson assured me it wouldn't be an issue. Sadly, I'll be out of town for the next 2 months before the scheduled delivery, and I'm unable to redirect the shipment myself. Contacting customer service resulted in a frustrating 74-minute hold followed by disconnection after 25 minutes. To avoid damage from exposure to the elements, I urgently need the shoes redirected to the Desert Ridge store in Phoenix/Scottsdale, Arizona. The FedEx Tracking Number is [redacted][redacted], the Order Number is [redacted][redacted], and my rewards number is #[redacted]38. Your prompt assistance in resolving this matter is greatly appreciated.

I have not received my items for order # [redacted]. The tracking said they were delivered, but I have not found them in my mailbox, leasing office, or building. I called earlier, and a lady reordered my sandals when I mentioned I didn't get the clutch. However, the person I spoke to later was rude and unhelpful, telling me to contact the post office. I am very disappointed with the customer service. I request a full refund for my order as I haven't received the products. If I do not hear back, I will escalate this issue until it is resolved. Thank you. - Deb T.

Dear Customer Service, I am disappointed with my recent shoe purchases from DSW as the last three pairs I bought have all broken within a month of light wear. One pair of Franco Sarto wedges fell apart after just two wears during my trip to Spain. Similarly, my Partriza espadrilles unraveled after a few uses, and my white Dr. Scholl's shoes had the leather detach from the sole while I was returning from my vacation. This is frustrating as I've always been satisfied with the quality of shoes from DSW, but these recent purchases have not held up. I also faced challenges with receiving incorrect shoe sizes in the past. Since I don't have a nearby store and this is inconvenient for me, I am hoping to inquire about the possibility of refunds for these defective shoes. I can provide photos of the damaged pairs if needed. Your assistance in resolving this matter would be greatly appreciated. Thank you.

I have returned a pair of shoes but I am struggling to exchange them. I am unable to make phone calls and can only communicate through email using my tablet's WiFi and camera. I provided the necessary information for the exchange on the form, including the shoes I want in return. However, the process has been difficult, and I have not been successful in completing the exchange. I do not have a credit card on file, so there should not be any security concerns. I would like to simplify the process by providing the order number for the returned shoes in order to proceed with the exchange. I am in a tight financial situation and cannot afford to reorder without the refund. The original order did not require a credit card, so there should be no issues with the exchange. I kindly request assistance with finalizing this exchange with DSW.

Hello, I registered to receive emails and subsequently received a $20 off $50 coupon by mail from DSW with VIP member number [redacted]17. When trying to make an online purchase, I encountered problems logging in as my password wasn't accepted. After attempting the "forgot password" option and not receiving an email response, I assumed I didn't have an account and created one using my email [redacted] However, I was given a new member number, [redacted]62, making it impossible to use the coupon connected to my original VIP number. There are only 5 pairs left of the sneakers I wish to buy. How can I order them and apply my coupon? Is there a way to link my online account to the initial VIP number [redacted]17 so I can use the coupon for my purchase? I have attempted to contact DSW customer service via phone without success.

I recently purchased 2 pairs of boots, but I had issues with both. One pair was delivered with two different sizes, and the other had a loose heel. I have ordered a replacement for the incorrectly sized pair and awaiting the delivery to return them. Due to the inconvenience of having to go to the store twice, once to order and later to return, I believe some form of discount is warranted. Additionally, considering the effort I must now put into repairing the damaged heel, I feel another discount is justified. I have tried reaching out via email and phone multiple times, but have been unable to connect with a customer service representative.

Dear Customer Service, I am writing about my recent order with order number [redacted]. My mother placed the order from Florida with the Pick up in store option at your Greensboro, NC location. Unfortunately, the order was not ready for pick up until the next day, causing inconvenience. The response from the associates at the store was unsatisfactory, and I would appreciate it if you could ship the items to my address listed below as I do not live in Greensboro. Due to this experience, I would prefer not to return to your stores. I have tried contacting customer service on the phone for hours without any success. Your attention to this matter is greatly appreciated. Best regards, Mary Peterson [redacted] Lady Slipper Lane Jamestown, NC [redacted] [redacted]

I've decided to give DSW another chance after my first online purchase had issues twice. While checking out just a few minutes ago, something strange happened - one of my items became unavailable as the page flickered. I assumed that once I placed an item in my bag and proceeded to pay, DSW would reserve it for me. Unfortunately, after saving up to buy a pair of boots I really wanted, I encountered this problem again. Last time, my bag wasn't shipped with my purchase, and I never received it despite multiple follow-ups. I'm frustrated that this has happened twice with your company. Is this how it's supposed to work?

Hello, my name is Waheedah J. and I made a purchase at your Warrensville Heights, OH store on Saturday (11-10-18). The receipt number is [redacted]6/[redacted]. I spent $[redacted].79 at your store and was informed that by joining the rewards program, I would receive $40.00 in coupons. However, when I called the rewards number [redacted]25 on Monday (11-12-18), I was told that my receipt could not be found, and I couldn't get my points. I was very disappointed after the time spent setting up the rewards program with Chris. I believe customers should not have to go through such trouble after making a purchase. I had planned to use my points and American Express cards for future purchases, but the experience with the rewards program has made me reconsider shopping at DSW. As a very unsatisfied customer, I would like to resolve this issue by receiving my reward points.

I would like to file a customer complaint regarding the DSW store in Miamisburg, Ohio. Over the past two weeks, I have bought shoes from DSW and used a coupon that I had saved a picture of on my phone. When I tried to use another coupon picture on my phone for a purchase, the manager, Kellen, said she couldn't accept it. I explained that in the previous two weeks, other staff had scanned the coupon from my phone without any issues, but Kellen still refused. I expressed my disappointment at the inconsistent store policy she was enforcing, as it had allowed me to use coupons before.

On Saturday, December 1, [redacted], I made a purchase at the DSW store located at [redacted] South Blvd in Charlotte, NC [redacted]. At the cashier, named Cassidy, after she scanned my items, I mentioned I had coupons. Cassidy then took my phone without permission, scrolled through my email, causing me discomfort. She also did the same with my $5 rewards coupon, displaying an unpleasant attitude. I am currently in the process of returning my item due to Cassidy's unacceptable behavior towards me. I am disappointed and upset by this experience and feel it necessary to share this incident with my family and friends.

Hello, I'm Diane Martinez. I have over 12 years of experience as a Sales Manager at an Adidas store in Orlando, FL. Recently, my daughter's husband purchased shoes online that didn't fit, so we visited the DSW store at The Loop in Kissimmee, FL. The cashier there was helpful and directed us to a different store to find the right size shoes. However, when I inquired about women's shoes, an employee simply pointed us to the box without offering much assistance. In my experience, prioritizing customer service is crucial, and I believe employees should be more knowledgeable and proactive in helping customers. Unfortunately, during this visit, we felt ignored and the service fell short of expectations. As someone who values customer service, I was disappointed by the lack of attention and assistance we received at the store.

I visited the store to exchange two pairs of shoes for a different size. DSW had one pair in stock but not the other. The employee exchanged one pair and placed an order for the second one. After the exchange, I received approximately $36.12 back on my card. However, when the associate processed the order for the missing pair to be shipped to my house, I was charged around $48.13. It seems odd as I ended up paying more than what was refunded to me. I would like the additional amount she charged me to be refunded to my card. I only intended to exchange for a new size and did not expect to be charged extra without a clear explanation. The first order number is [redacted] and the second order created by the associate is [redacted]. Thank you.

Hello, As an Elite member ([redacted]04) who is actively engaged in civic activities, I was thrilled to hear about your donation promotion offering 50 points. Today, I visited the Brea store with 14 pairs of new and gently used high heel pumps and wedges, expecting to receive 50 points per pair. To my surprise, I was informed that I could only earn 50 points in total unless I returned each day with a new pair of shoes. This policy seems unreasonable and inconvenient. Given the current trend of decluttering and letting go of items that no longer spark joy, the opportunity to donate shoes for a good cause while receiving a small incentive is appealing to many women. However, being restricted to donating only one pair per day could deter customers like myself. I was told a story about a woman who had to visit daily for months to collect $[redacted]. While I appreciate the gesture, a more flexible approach would likely encourage more participation. Please reconsider the policy of allowing only one pair per day for donation. Most women I know would prefer to donate multiple shoes at once. Thank you for your attention to this matter. Best regards, Tisha-Stephanie T.

I recently shopped at DSW in Kendall, Miami, Florida and bought 4 pairs of shoes and some socks for $[redacted].12. I used my emailed coupon, but it seems the $60 discount off $[redacted] wasn't applied, except for my $10 birthday coupon. It might be because I didn't show the barcode correctly. I have my receipt with various numbers and a barcode, along with the email containing the correct code (BARCODE: [redacted]00). I'm willing to accept a store credit for the $60 discount. I hope to avoid returning everything in-store. Thank you for your help!

On Saturday, April 6, [redacted], while shopping at DSW in Glen Allen, VA, I experienced a frightening incident. I nearly got impaled by a protruding hook on a display cart, causing me to fall and sustain injuries on my right side, ankle, and hip. The manager's lack of concern when I reported the incident was upsetting. The employee nonchalantly mentioned picking up the fallen socks without checking on my well-being. This negligence is unacceptable. I urge the store to review the surveillance footage promptly to address the issue. I hope to receive a response soon regarding this matter.Thank you.

I had a frustrating experience at DSW (Gateway Center) on 6/27/19. When I tried to pay for my purchase of $44.99 with a $50.00 bill, the cashier ran into issues. Despite her attempts to verify the bill using a counterfeit detection machine, it was rejected twice. I ended up paying with $20.00 bills after this embarrassing ordeal. To confirm the legitimacy of the bill, I went to Aldi's Supermarket next door, where the Manager verified that my fifty dollar bill was indeed real. It's disappointing that the DSW cashier didn't involve a Manager or Supervisor to resolve the situation promptly. The malfunction of their detection machine only added to the confusion. It seems like DSW could benefit from upgrading their equipment for more accurate results. This experience has left me hesitant to return to that store in the future.

Yesterday, I visited Atlantic Terminal to exchange a pair of sandals I had purchased online. The staff member informed me that they could not facilitate the exchange, advising me to return the item. However, she did not clarify the refund amount. Upon noticing that only $4.98 was processed instead of the $29.99 I paid, I inquired about the discrepancy but did not receive a satisfactory explanation. Disappointed with the lack of assistance, I opted to handle the return online. This decision led me to another employee who was unhelpful as they were closing soon. Faced with this inconvenience, I felt compelled to leave with the sandals. I believe I deserved better communication during the transaction. Now, having received an email confirming the return, I seek guidance on how to effectively return the sandals, as I am unable to do so in person and do not wish to keep them.