DSWReviews 439

DSW has the worst Customer service. I purchased a pair of boots online, unfortunately they didnt fit me. And due to the covid19 situation the stores near me are closed. So i made online return via FedEx, following the details given to me by DSW online customer service. They received my package by March 30th. And even after so many email conversations my case is still open. They have processed only the partial amount yet and I am still waiting to receive complete money back.I have sent screenshots of receipts and all details they asked for, but no luck yet. Seems like the DSW Customer Service dont want to understand. And now i am loosing hope of even getting my money back! Worst Customer Service, Waste of time and money!

Placed an order for shoes on 4/22/20, noticed an error in street address one number incorrect. I tried for 2 days to contact DSW Customer Service, disconnected 6 times in 2 days, sent 2 emails, one immediately of order and one next day. Item shipped 4/23, address still incorrect and I cannot reach Customer Service. They say services may be slower because of COVID 19, but they take your money right away and ship rapidly. No contact opportunity for customers is not virus' fault DSW simply does not care about customers they just want money. I will probably never see the shoes I paid for. Worst Customer Service of any company I have dealt with in my lifetime!

I'm writing this review because I'm really frustrated with the situation I'm in. I understand times are tough now and a lot of companies have furloughed a lot of employees, however, there should be enough staff to ensure that great customer service is provided. I've been trying to get a hold of a live agent for 2 days straight and no luck. No live agents to chat online either. I ordered a package and was delivered a completely different shoe; nothing in relation to what I had ordered. When I received my order, the return label was not included. No one was available to request that return label and DSW does not allow customers to print that label out either (like other companies). I went to Fedex and they are charging me $23 to ship the package back to the warehouse. It is insanely to think that I have to pay for someone's mistake. I've written emails and only gotten an auto reply message. Very highly upset!

I have been waiting since March 27th for two pair of shoes. They sent a partial order and shoes I ordered after that order arrived within days. They have continued to make excuses and not send the shoes, meanwhile charges are pending on my bank account for the shoes! No one answers the phone, live chat is always not available and they never answer the emails the same day! I am reduced to sending multiple emails and telling them to cancel the order which still has not even left the facility or has a tracking order!
On a previous order I received used shoes and had to send them back multiple times just to get a new pair. The shoes were disgusting- has lint and long strands of hair attached to the work bottom, and the shoes were just thrown in the box- no plastic protection!
Once my money is refunded from this complete disaster I will never online shop from DSW again! They are blaming COVID19 for everything and I understand all seriousness surrounding the virus, however the poor customer service of DSW is not a result of COVID!

Never have I experienced such horrible customer service.
1. DSW is not offering phone or chat customer service like their competitors. They will only respond to you via email. When they do finally email you back, it is generic corporate language with bull$#*! "fellow shoe lover." It takes many excruciating emails back and forth to reach any kind of resolution even an unsatisfactory one.
2. DSW is very sloppy with addresses. Despite the fact that our primary delivery address on my account is both written correctly and completely, they did not include the all-important APT number or unit on the delivery details to FedEx., which created the third problem.
3. It has been almost three weeks, and we have not received our order because DSW did not include our full proper address. To make matters worse, the FedEx was just passed off to our local United States Postal Service location, making it my job to wait on hold for more than one hour to speak to a repsesentative from the post office to try and correct DSW's mistake.
4. Since DSW's screw-up with our address, a customer service agent emailed us telling us they can re-send the order to our nearest local DSW store for us to pick up. We live in New York City. All stores are closed due to the pandemic. A customer service agent for a major chain should know this. By DSW telling us to pickup our order at their nearest store during a pandemic reveals how awful and distrustful their customer service is. This is by far some of the worst customer service that we have ever experienced. Inexcusable.
5. Additionally, I had already detailed for them in the email they responded to that I was a cancer patient and not able to go into a public store anyways. I should not have to go out during any circumstances because DSW can not fulfill the basics, such as including the full delivery address with FedEx.
6. One of the items from that we ordered is no longer being sold by DSW. Yet they offered to send a new order. They should have checked to make sure it was still in stock before making such a guarantee. Would you ever trust DSW?
7. During the pandemic, we understand that personal safety is of utmost importance. Companies will win or lose customers on how they respond and how they communicate with their costumers especially during a time like this. We did not expect next, or even 7-day delivery. We just want to receive what we paid for. Almost three weeks later, they told us that the customer can pick up the order in their store?
8. For all the frustration, inconvenience and worst customer service that we experienced, they offered 30 reward points, which does not even account for one dollar. INSULT.
9. Would any customer ever continue a relationship with DSW after what we have experienced? Instead of "shoe lover," during the pandemic, we will continue our relationship with companies that practice and live with the motto "customer service lover."
10. D. S. W. = Distrustful Shoe Warehouse

My wife's and my wedding rings were sent to the Columbus Ohio warehouse by mistake. We have all the documentation showing. Suddenly our wedding rings are nowhere to be found! Imagine that! We have tried to call DSW numerous times only to have rude reps on the phone with no help. I have now contacted the police enforcement and an investigation has started. My wife was a top DSW customer but they have now lost our business forever!

I have shopped at DSW for years and have always had wonderful sales associates. There is one in particular at the DSW Store at The Renassiance Center in Altamonte Springs, FL. Her name is Cindi (sorry, don't know her last name). She always has a smile and a pleasant hello or how can I help you or let's see if we can't figure this out. She is an outstanding asset to this store. We actually have 4 stores in this area but I always go to Cindi's store, in hopes she might be working. Please don't get me wrong, the other associates are very helpful also, but, there ain't nothin or no one workin' at DSW as pleasant and knowledgeable as Cindi. She would make an excellent trainer (if she isn't already). I know nothing about her outside of DSW. All I know is SHE'S SUPER!

I hate to write such a horrible review, however it must be done. I ordered shoes on DSW online for the first time, excited to get so many deals. Well, they sent the wrong shoe, completely wrong size and style. When I called, the rep was helpful and said I could exchange them at the store. I went to the closest store and the cashier return the show that was sent to me and not the actually shoe. I then called customer service and the rep was helpful.
I took a chance and ordered online again. Guess what, WRONG SHOE AGAIN! Frustrated, I called customer service and the rep told me it's unfortunate however there's nothing we can do or compensate you for your time. You'll just need to return the shoes at the store! WTF! Beware online shopping here, you'll get the wrong shoe and if you call to complain, they will treat you like it's your fault.

Today I went into the Riverhead, NY store today... I wanted to ask some questions but no-one was at the registers. This really wasn't a problem, but I saw a middle aged man with gray hair and a DSW sign on texting like a maniac at the edge of the last aisle by the registers. He actually looked like he was trying to hide there. Every once and a while he's turn around a touch a piece of merchandise or two, then it was back to the furious texting. What a total turn off! There's got to be a rule about cell phone use! This guy stinks!

I have ordered from DSW countless times online. Their customer service dept. is just horrific. No one knows anything - as if it's everyone's first day on the job. Their 2 day shipping is a lie. Truly - a lie. I have only EVER recieved one item within two days- out of the dozens of items I've purchased. They also love advertising products that are NOT in stock. You won't find out that the product you ordered isn't in stock until 1-2 weeks later. I've also been shipped two pairs, of shoes on two different occasions, that were clearly used. As in dirty bottoms, soles, scuffs, etc. I was also sent a pair of sunglasses that had scratches ALL over the lenses. They replaced those without an issue, which is a shocker. FYI - They don't accept all product reviews. & if they did I guarantee you would see much more negative reviews.

If you're looking for some affordable, stylish, and unique shoes, then check out DSW. I ordered three pair of sandals at a great price, plus I received free shipping. They are gorgeous! I've gotten loads of compliments on them. What I love most is that the styles I ordered aren't found in stores near me. Uniqueness is a plus for me. They send me discounts and coupons as well. The ONLY con is that the shipping takes a little longer than most I've ordered from to get here.

Has anyone else not received a return/exchange form with their items? I literally did not get one and had to call (I was on hold for at least 10 minutes) just to have one emailed to me, before printing it out and taking it to fedex for my return to be shipped off. That was over a week ago - I had to email them with a picture of my fedex receipt just to find out if my return was received since I still have not been reimbursed. They were nice enough to let me know my return had been received - they didn't even bother to mention anything about a reimbursement. Guess I'll be writing another email about that. What decade are we in? That's 1 phone call, 3 emails, time wasted and a headache. Advice: keep receipts and take pics of everything.

I recently ordered a Black Steve Madden purse online with my birthday coupon. All went great until I received the package with the wrong purse. I politely emailed customer service to explain my concern and was told that they were going to send me the purse I actually ordered with 2 day shipping. The shipping was definitely not 2 days since it took 4 days to get to me. When I received this order, I knew that something had gone wrong by the size of the box. It was small. I opened the box and there was a pair of New Balance socks inside. However, the correct order form was inside. I was very frustrated at this point and emailed customer service yet again. They requested that I go to the store for a refund since they are "unable to send me the replacement item". Not only am I inconvenienced by having to drive 30 minutes to a DSW store, but I never even got the product that I payed for. Ridiculous.