Journeys

Extremely disappointed. If they make an error and double charge you they claim they cant cancel the double order IMMEDIATELY after doing so, despite payment pending. I ordered a pair of shoes and the site said there was an error and payment was declined. I checked my order history and it showed no orders. I went in and attempted to order via PayPal and it processed immediately. Over an hour later I received a message saying the first order was now being processed! I contacted them and I was told that they have no way of canceling orders that you have to wait for the duplicate order to ship out and then send it back and then get reimbursed! Now I'm out $53 I didn't have 2 weeks before Christmas that I won't get back before Christmas so my kids will have a couple less gifts. Thanks journeys I will never order from you again! Ps I find it extremely hard to believe that you have no way of canceling orders immediately after they go into the system, but if that is true then you really need to update your system because it's clearly behind everyone else's. Extremely upsetting considering it was your system that caused this error!

I purchased some UGG shoes, last minute, because the shoes I was wearing would have been too uncomfortable for the event I was going to (xmas event with mostly standing, no running around, jumping, nothing). I specifically asked the sales associate about the return policy and informed her that, I will only be wearing them once and returning or exchanging for the UGG boot I really want. She stated multiple times " You can definitely return it, if it is good condition. We give you a year." Im like "wow a year!" She says yeah, well of course if the shoes stays in good condition." Now this is where this becomes a lie and makes the whole year time frame, worthless. I wore the shoes once and went back to the store to exchange them a week later. Sticker still looks decent at the bottom of the shoe, no marks, damage, NOTHING! She assumed the side of the shoe was messed up and we all know if you move suede a certain way, it looks darker. I moved the suede to show her and she says "oh ok, but yeah since its worn we cant." I continue to reiterate what the associate told me and showed her how there is nothing wrong with the shoe and she said nope, we can't take these because you wore them. Well duh, I told the girl that helped me for 20 minutes and checked me out that I would for a night. At this point, its like change your return policy to state, " Shoe must NOT be worn and be returned within a few days." Because a year of not wearing a shoe, even once, doesn't add up. Giving a year goes best with a returnable shoe, even if it has a little scuff at the bottom of the shoe. They attempt to sell you shoe cleaner etc, use the same product to clean the bottom a little more, change the sticker and BOOM, brand new shoe. Now I see why no one shops at Journeys anymore. Ill stick to Nike, Footlocker, etc.

Purchased 2 pair of shoes was told 3-5 days for delivery! Received email stating shipping label created for both pairs and only received 1 pair! After random excuse that item was rerouted I finally got an email 2 weeks after purchase but it was to tell me they canceled my entire order because the 1 size was no longer available! The shoes were for our wedding so I got on converse website and ordered a replacement which arrived 2 days later thankfully!
THEN the worst part was the customer service or lack there of thru the entire process of trying to do the refund! The email stated if I didn't want to wait for a check in 10 days I needed to call within 48 hours to credit the original form of payment! I called that day spending 65 minutes on the phone with 3 different people trying to tell me my card was a debit not a credit therefore had to wait for a check! I think I know if I'm using MY debit or MY credit card better than customer service simply because it's MINE?!? Anyway 1 of the 3 people I spoke to got some attitude in my tone of voice because of the run around and she said to me if you don't talk to me like a human I can refuse to help you! REALLY because I have a frustrated tone of voice you go there UGH they finally confirmed my refund for the full amount and said it would be credited back to the card in 5-7 business days!
WELL if that wasn't enough said credit never hit the account so this time I called the store where I purchased them and asked the store manager Tiffany if she could help with my situation by calling customer service for me and she said no we have nothing to do with that at store level! Ok so I call again and get confirmation this time that credit will hit end of business the next day which was Wednesday and when it STILL wasn't there Thursday yesterday I called yet again and supposedly got a supervisor named Jessica on the phone who was 1 of 2 people that apologized on behalf of Journey's for my frustration! The other one I wish I got the gals name just before Jessica because she was wonderful but all she did was get me to Jessica! So I was givem the option of waiting 3-5 more days because it was not processed correctly the first 2 times or going back to the store where they can immediately put the credit on card! GREAT we might be getting somewhere ya right! I'm not even going to go into detail how rude both Tiffany the store manager and her district manager who happened to be there were! Basically all they did was say they couldn't do anything and complained how bad customer service screwed up and mis informed me! I refused to leave the store until I got the credit for the full amount confirmed on the original email that started all this! The district manager finally told her just do it and walked out of the store. I have shopped and worked in retail and I've never seen anything so incredibly disgusting! Not only will I never shop Journey's again I will be sure to tell others of the horrendous customer service in hopes they don't experience anything like it!

I took my daughter into the store in Wisconsin dells on August 25th. It was her birthday and she really wanted a pair of Converse shoes. They didn't have her size so we ordered the item there and had it shipped to our house. The first item we received were the wrong shoes. They sent me a return label to send back the wrong shoes and they said that they would send out the correct shoes immediately. I sent the shoes back within 2 days, and they never sent out the correct shoes. We waited for 2 weeks. I called them they apologized and promised me that they would send them expedited shipping and we would receive them within one to two days. Four days later and we still have not received the shoes, again! I called there again and they said they had no record of me ever calling in to have the shoes sent out and they were still wondering when I was going to return the original pair. I explained to the person what was going on and told them that it has been almost a month. That I would just like my money back. They said they couldn't help me with that, so I asked for someone higher up. They told me there was no supervisor that I could talk to, and the only thing they could do is put in my order number to the escalation unit. That it would take them three business days to contact me back by email and that even if they did approve my refund. It would be sent back by a check. I won't hold my breath on that. What a sh*t show! I will never order anything from journeys ever again!

Package delivered to the wrong address, journeys emails me stating the correct address is my address, put me through a month long process where it shows a picture of my package delivered halfway across the city 156 Forrest Ave instead of 156 Forrester Ave which is mine, and proceeds to say they can't do anything about it because they gave the wrong information to FedEx, and when I called them they said they'd look into it, I was told they were going to ask their supervisor and they hung up on me, I called back, they hung up again then blocked my number

Sent me shoes 3.5 sizes too big in a box that looked like an elephant stepped on it. Tried to contact customer service who doesn't respond at all. They also expect me to go to the store or pay $7.99 to return their screw-up. Get it together Journeys

Don't buy from here online EVER! Your shoes will never make it to you and customer service is useless!

I ordered a pair of shoes for my son once they came he wore them one day for 6 hours and they busted on the side. After spending 45 minutes on the phone with the reps and asking to speak to three different supervisors I received no resolution I repeat no resolution. I was told I could not return at the store unless it was an item in sellable condition what kind of nonsense is this if I have a damaged product from your store online that I cannot return in the store. I was refused and even exchange I was refused a comparable substitution. I had to beg for a return label which I finally got after one phone call and four different online chats The label covered partial cost of sending them back I was still out money to return them so all in all I paid them for a damaged product that I had to drive to FedEx to return. I asked to have a district manager call me I gave my cell number no one ever called then I was told their information is personal information and cannot be given out I never got anybody's name I gave my phone number and nobody called me I beg of you please please please do not order from this company The customer service is ridiculous I should say there is no customer service¡!

This company is the worst! I have been working with them since June 30th to get a refund. As of today, it still has not been received. I highly recommend you search elsewhere for shoes.

I place a order for 2 pairs of shoes they took the money off my card 2 days later money came off again I contacted them they told me they have 1 where they take the money off your card then a hard hold so I was like y'all charged me twice then they gone say it's a hard hold it should fall off within 3-5 days it never fell off I call back the second time we'll I'm so sorry we gone issue you a check give it 7-10 days if it don't come by then call us back now I call back the 3 time we'll you not getting no check it should had falling I was like no it never fell off now they saying I can't get my money back never again all they do is lie take your money. Just go in the store not online

I ordered a pair of Adidas Superstars and Fed-Ex delivered to the wrong house they even took a photo of the wrong house when showing proof of delivery. I called Journeys to let them know and say I have photos of my house they can see proof I didn't get my package and they didn't care they said I have to contact Fed Ex for help there is nothing they can do. That is super unacceptable they should send me new shoes and file a claim with fed ex not make me fight it out with them. I filed a claim but who knows what will happen I'm out $100 I will never shop at Journeys again!

This company by far has the worst customer service ever. I ordered 2 pair of shoes which were supposedly shipped together, when I got the package, I only received 1 pair if shoes. The box they sent them in was no way big enough to fit 2 pair. I called customer service and they told me they would have to open a tracer with the shipper and it would take 9-12 business days. I explained to them multiple times that I received a package, there was an item missing. I sent photos of the mailing label, the box they came in showing 2 pair of shoes would not fit. After waiting until the date they assured me I would have a response, I sent another message, I was told it would be another 48 hours, they were still waiting on a response from the shipper. I again explained, I received a package, an item was missing, this was not an issue with the shipper. Again they assured me I would have a response within 48 hours. At this point I decided to file a claim with Paypal which was my payment method, sent them the same photos, they sent the dispute to Journeys and they finally issued me a refund. Horrible horrible customer service. Will never order again and although I loved the pair of shoes I did receive, I returned them as I refuse to support this company at all. Very unfortunate because I am a shoe lover and would have been a great customer.

I called to inquire about my package that was intended to be delivered yesterday 8/8/23. I received an email saying it was delivered while I was at work. After work there is no package. I wait until the next afternoon, again after work to see if maybe the package was delivered after the fact. Nope. I call customer service and I am told that because the delivery driver took a picture of the package that there is nothing they can do for me. So I get transferred to a supervisor, who reiterates that because a picture by a delivery driver was taken that she can't do anything. Can't replace the item that I paid for, cannot track where it could have gone, couldn't process a refund for the item either. How can nothing be done? I go to the police station to make a report and I am told for a lack of better words, that "it's great I filed it, but respectfully there is nothing the police can do." HORRIFIC CUSTOMER SERVICE. I have bought shoes exclusively from journeys since I had my first job at 16. Never had a bad experience until now, and I am flabbergasted, I spent over $40 in shoes to be delivered for them to never get to me and be told "oh well". RIDICULOUS. If I could write a bad review on every platform I would. And I will.

I ordered a pair of sneakers which was shipped by fed ex and when they delivered it was thrown in my driveway for easy access to be taken. So yes it was stolen. I called journeys and they said they are nit responsible for this. Maybe they should be and provide another carrier that would do a better job placing package by the door. So journeys don't refund or ask if you would like the same order instead. Now they lost a future customer. That's how much they care.

Placed an online order on July 17th, website estimated 3-5 days for delivery. On July 21st I reached out to a customer service rep on chat to see if my order would be processed or cancelled. They told me it takes 4-7 days to process and it would be 2 business days until I get a response from my inquiry. So basically I would get a response in the 25th when the item should have been delivered in the 26th. On the 26th I reached out on chat again because the status of my order still hadn't changed. The rep told me the same exact thing and to call customer service for a quicker response if I was unsatisfied. So I called to hear the same answers, which by the way I could read myself under my order history online. "Processing" "released to store". After a 30min hold I was told I would here back after 24hrs. Putting me at 8 business days from when I placed my order. I finally received an email update 31 hrs from that call stating that my order was cancelled because it was out of stock. Now- I am in retail. The item was in stock when I purchased and if I was able to visit a store at that moment I would have been able to purchase. 3 days after I placed the order the item was still in stock in my state but the order was still not processed. Retail is very slow at the moment and if an order was released to a store the same day it was placed, there is no excuse for it to take over 8 days to be notified of a cancellation. That just means the teams in the store do not have the urgency to actually process the orders that should be fulfilled by their store. They get a notification on the platform they use, they find the item, package the item to ship, complete the order using the same platform which then that would update your order online and the item would be picked up and shipped to the client! Very simple process but the store teams are either not trained or just rather be on their mobile devices and could care less.

I recently placed an order for two shoes. Each were scheduled to arrive separately when the first one arrived I received two different sizes. The second pair never arrived and after searching through my emails, I found out my order was cancelled due to out of stock. Mind you I placed my order July 11th and my order was cancelled July 19th, took them eight days to let me know the item was out of stock. To compensate they send me a $5 coupon, what a joke that doesn't even cover shipping nor taxes. What a disappointment!

I ordered a large order online with multiple pairs of shoes and a clothing item. They all came from different stores which resulted in multiple packages. One pair of shoes marked as delivered but it was was not delivered correctly and I could not find for a whole week. When contacting Journeys they gave 0 help. Not a recommendation on what to do or even store credit. I chatted online and spoke to an agent and they gave the same generic answer as if they were reading it from a piece of paper. So now I have to dispute with my bank because journeys would not help in any way and the shoes are no where to be found. I will never shop at journeys again. I would rather spend more at other retailers and have better customer service.
This is your warning. Do not online shop at Journeys.

Ordered shoes for a little at Chruch and the shoes was dropped at the wrong house so she never received them. So after spending over $80 on shoes they will do nothing to replace them or refund. I sent them all the information and a picture of the door with the package they dropped it at. I explain that was not her door and they said oh well I apologize for any inconvenience this has cost but pretty much we can't help you.

I had order a pair of Steve Maddens. Journeys claim my order was already delivered for me not to receive them. They gonna tell me I am at a lost of a hundred dollars. Oh no I will file civil charges if I don't get my shoes nor my money back. One or the other