Review Time
Terrible Customer Experience: Held My Money Hostage After Cancelling My Order I recently had a frustrating experience with theshoecompany.ca (The Shoe Company), which is affiliated with the U.S. site DSW.com. I placed an order through their Canadian website, only to have it canceled due to the item being out of stock. While such issues can happen, what followed was completely unacceptable.Instead of promptly refunding my payment, they left the transaction in a "pending authorization" status on PayPal. Most reputable retailers would immediately refund the payment or release the authorization in such cases. However, The Shoe Co. refused to manually cancel the authorization from their PayPal account, leaving my money in limbo and completely inaccessible.I reached out to The Shoe Co. for help, but their response was ineffective and dismissive. They repeatedly failed to take responsibility for the issue or resolve it in a timely manner. This forced me into a frustrating back-and-forth between their customer service and PayPal, who informed me that the authorization could only be canceled by the merchant. Despite this, The Shoe Co. refused to act, leaving me with no choice but to wait for the authorization to expire automatically—an absurdly long timeframe of several days.This situation is entirely unacceptable. The Shoe Co. should never advertise items they do not have in stock, let alone take payment for them. To make matters worse, instead of acknowledging their error and rectifying it immediately, they created unnecessary inconvenience by withholding my money and failing to address the issue efficiently.To anyone considering shopping with The Shoe Co. or DSW: be warned. If something goes wrong with your order, you may end up stuck in a bureaucratic mess, with your money held hostage and no resolution in sight. This experience has left a very bitter taste, and I will not be shopping with them again.I urge The Shoe Co. to seriously review their refund processes and improve their customer service. Holding onto a customer's money after canceling their order due to no fault of their own is not only unprofessional but also a complete violation of basic customer trust.
I ordered a few pairs of boots from DSW in the fall. I received the boots I ordered and another pair that had been sent to me in error. I contacted DSW to get a return slip to return the boots they sent me in error and they told me they could not do that. I said I would like a return slip emailed, so I can take the boots to a convenient shipping location near my home. The rep told me that I would have to drive to a physical store location to return the shoes. When I explained that the DSW store is located across town, the rep stated that this is the way I would have to return the shoes. I contacted another rep and was told the same thing. As a courtesy for my time, they told me they would credit my account $10; which does not cover the hour and a half of my time plus the time it took contacting their customer service. When I took the shoes to the store, they were very apologetic and kind. DSW online has shown me that they don’t value my time at all and I’m gladly going to purchase shoes elsewhere in the future. When your customers want to do the right thing, make it easy for them.
I bought a boot on line the size was not right the store helped to exchange the size, when I received the newer one it was not good I had to go back to the storethey helped me with returning the item and purchased totally a newer boot THANK YOU
Again, same bad experience as others here. Ordered 2 pairs of shoes as not available in store close to me. They were supposed to arrive from one state away. I had to call for a week because they weren’t shipping, they weren’t getting the package to the carrier and nothing was happening. They picked the CHEAPEST FEDEX shipping—it took 8 days to get to me and went to two other states—why?? The shoe boxes were thrown into a plastic wrap pouch with a label on it—no box or padding. I’ll return one or both items at the store and HOPE I get a refund. Another company that just doesn’t care!! I’ve ordered shoes from Macys, Amazon, Zappos and Brooks in addition to Lands End and others. Never had problems. The shoes were $80 a pair! Don’t shop online—not sure if stores are any better.
Well I purchased an order for my 2 daughters what they wanted on 12/7 and said shipping will be 4-7 business days so I said yes right in time for Xmas! I have been looking daily to see if they shipped and guess what no progress at all! I called customer service in 12/19 because obviously there has been no movement for 2 weeks now! They told me that it has not been shipped because it was "lost in Transit "!! I told them they were very unprofessional to not let me know what was gong on until I called today!! I could have had my money back and found em else where! I'm never ordering from here AGAIN! I advise you should not either! My business is gone!!
There’s an old saying that you never get a second chance to make a good first impression. My first impression of Designer Shoe Warehouse is that I will never give them a second look much less a second chance. My first (and only) order was a pair of shoes that any contentious shipper would never have shipped at all. Obviously damaged merchandise, I didn’t look for concealed damage, and they put the crushed box in a plastic bag and sent it out. I know it was damaged before they even bagged it because the missing pieces were not in the bag, which was undamaged. When I took it to a store for the refund they kept the shipping charges and something they call a “fee.” The refund was light by more than $12 on a $50 purchase.
Online purchase service is HORRIBLE. Currently in Hawaii, placed an order for a pair of winter boots for a Christmas trip on the 12/12/25. Trip is scheduled for 12/24. On their website, it says ANYWHERE in the US shipping is 4-7 days. When u pick your shipping at checkout it says the same thing and I even cross referenced with their shipping and returns faq page. Just to receive an email the day after my order stating that the estimated delivery date is 01/04/2025!!! Messaged customer service and he just said sorry but please wait for my package and gave me $10 like I don’t have to go elsewhere to find another pair of winter boots for my trip because they’re falsely advertising their shipping windows. $10 isnt going to buy a new pair of boots. He told me the true window is 4-6 weeks?!?! DONT ORDER ANYTHING ONLINE OR PLACE ANY ONLINE PICK UP ORDERS WITH THEM! Only shop in store. There’s no DSW locations in Honolulu so I didn’t have a choice. I’ll definitely just shop with Nordstrom Rack next time as they always have the same products and never any issues.
Package was supposed to be here 2 days ago, it's coming from a store that's only an hour away from me. Tracking is saying that it's delayed because of 'weather conditions'. What weather conditions? Are we living in the same province? Are you referring to the wind? Ridiculous excuse!!!
I ordered a pair of shoes for vacation. The site said they would ship in 4 to 7 days and would arrive on 12/12 which would be the day before my vacation.I ordered on 12/4 which would get them to me no later than 12/12. After watching the site 3 times a day for shipment and not seeing them shipped I called customer service on 12/6 and was told they would arrive in 12/10. I also wrote emails to customer service and they told me delivery would be 4 to 7 days AFTER shipment. My how things change once they have your money!The shoes finally shipped on 12/9 making it impossible to arrive by promised date and to late for vacation!BUYER BEWARE!!!I have snapshots of all fraudulent promise dates and also saved all emails if DSW wants to dispute my claim.
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