Posted by Anonymous
Shopped At Store In Oakbrook Il On 22nd St. 1/26/24. Excellent Customer Service By A Young Lady Named Tyra. She Went Above And Beyond! What A Great Experience.
DSW Returns and Refunds
Please find details regarding the return and refund policies for DSW below. We encourage you to leave a comment regarding your experience requesting a return or refund from DSW so others can benefit from what you learned.Online Purchases
DSW offers an easy return and exchange policy for customers that aren't satisfied with their purchase. Products may be returned within 60 days of purchase to qualify for a full refund to the original method of payment used. Items must be returned unworn and be in their original packaging.
Luxe810 items, however, must be returned within 30 days of purchase. They must be accompanied by the original certification document and have the security tag still on. Luxe810 jewelry and watches require a return authorization code to be returned or exchanged. To obtain this code, you can call 1-866-379-7463.
You must fill out the return and exchange form found on the invoice and enclose the form with the item that you are returning. Processing the return may take up to 14 days and will be credited to the original payment method used. A shipping fee of $8.50 will be deducted from the refund amount.
Exchanges are treated like a return and a new order is issued. A credit will be applied for the item returned and a charge made for the item they are exchanged for. No shipping charges apply for exchanges.
In-Store Purchases
Unworn merchandise can be returned or exchanged at any DSW store, regardless of whether the original purchase was made in store or online, subject to the following conditions:
Items must not have been worn.
You must bring your receipt, original packaging and the original payment form if the item was purchased by credit card.
Items returned or exchanged within 60 days will be credited to the original method of payment used. After 60 days, a DSW merchandise credit will be issued. For gift returns, only a DSW merchandise credit can be issued.
Items returned without presenting an original invoice or receipt will be only be refunded through a DSW merchandise credit equivalent to the current sale price of the products in question.
If the purchase was paid for by a DSW Rewards certificate, only the purchase price of the item in question will be refunded. DSW Rewards certificates will not be credited or reissued.
Items paid for by check and presented for refund within 7 days will be refunded through a DSW merchandise credit.
Luxe810 purchases may not be returned in store. They must be sent back to dsw.com. To obtain a return authorization for Luxe810 items, you will need to contact DSW's customer service at 1-866-379-7463 or send an email to [email protected].
See what others are saying about DSW returns, refunds and exchanges
26
Jan
30
May
11
Apr
Posted by Grannyof14
Ordered my regular size online,upon receiving the correct size these shoes were more than 2 sizes too big.So I went to FedEx to return,which cost me $4 and I'm told it can take up to 2 weeks to get my refund and I'll be charged $8 shipping fee?which I thought I just paid at FedEx. Same order got sent the wrong sunglasses and says cannot be returned
Wtf? They sent me the wrong ones,I can prove they are not the ones I ordered, but now I'm out $15 on those plus $12 shipping for the shoes. It's costing me more money than it's all worth. Up til now I've always had a decent shopping experience with this company but I am very unhappy currently
15
Mar
Posted by Fulltimeshopper
I'm an Elite customer and I have been "blacklisted" for excessive returns. Even with my returns, I'm still at Elite status.
I cannot return anything to the store for six months. I never received an email, letter, text or even a warning at the store. This is pure BS. Don't think I'll shop there ever again.
09
Feb
Posted by Anonymous
TERRIBLE COMPANY. Should have checked out the public comments before doing business with them. I purchased two pair of Timberland hiking boots, wore one pair for two days with pain in my left foot at the end of each day. Couldn't figure out what was going on so I removed the foot bed lining and discovered ripples in the base material in the heel location. Clearly a manufacturing defect, checked the other pair same defect under right heel. DSW would only let me return the unworn pair. "BUYER BEWARE" OF TIMBERLAND AND DSW
13
Jan
15
Dec
23
Oct
16
Sep
03
Sep
Posted by Sheri
DSW SUCKS. Don't buy shoes from this business. I bought 2 pairs of sneakers but can't get a refund because they have each been worn for 4 hours. I have plantar fasciitis and have to be careful about the shoes I wear. These killed my feet. Now I have $146 in shoes I cannot wear. MAKE NO PURCHASES FROM THIS BUSINESS!
10
Jul
08
Jul
Posted by ParshuB
The return policy states that if a pair of shoes has been worn, then they cannot be returned. However, in most cases, you can't tell if you are satisfied with a pair of shoes are not until you have worn it for sometime. Can't you issue store credit for cases where a pair of shoes is found to be uncomfortable/unsatisfactory within 1st 15 days of purchase?
14
Feb
Posted by Neelkumar Patel
I bought a pair of Nike shoes that I returned within a week unused because I didn't like the quality of the exterior. I printed the return label stuck it on the original packaging and delivered to the nearest USPS mailbox. It's been more than one month and I haven't got any update or refund.
17
Dec
Posted by Anonymous
non english, talk over me as i ask a question Made return imediately after pickup. expected a refund slip and money or new crdit on dsw card. nothing given, told will be online/email. nothing appears anywhere. once i spend the refund when it finally appears, will never purcase again.
08
Oct
Posted by Msprez33
DSW warehouse sucks! No nice way of saying it. They sent me a totally different pair of sneakers. I ordered tan and received black. Not even the same kind of shoes I ordered. Returned them back with paperwork in the box and never received a credit. Basically paid for a pair of shoes I never received! This is the second time they've messed up my orders. The last time they sent me shoes that were obviously used. Someone in this warehouse is NOT doing their job. I'm done with DSW!
17
Sep
Posted by Allenc
I ordered black and got tan shoes. This kinda hit me at home as I got them as a birthday gift for my little brother. There are no more black shoes of that kind in stock anymore so I just basically got scammed into paying the return shipping. The box came pretty messed up too. Really was taken aback at the quality of item they sent me and that they didn't know what the color black looked like. Why would they send such an obviously opened box, wrong shoes, and then charge for return shipping? Anyways the kid is sad about it, he was excited when I showed him what they were supposed to be, and it's a let down now that he knows what they ARE. I don't know who DSW is paying, but it must not be enough because the whole process has been poorly executed and largely based on incompetence. I have bought literally thousands of dollars of shoes from DSW and I will no longer purchase anything from them again. I think overall I would never utilize this business again until there is some sort of restructuring of quality control. To be constructive; I would check what you're sending like every other business on Earth. I've ordered from far less reputable businesses and they can still figure that out. Never had this happen in my life.
20
Jul
Posted by SANDRA
TERRIBLE TERRIBLE TERRIBLE! I ordered Birkenstocks online , less then 1 month of being worn and they broke. Contact customer service and they tell me i have to drive to Ottawa 2-3 hours away ( closest store) so they can "evaluate" the situation to determine whether or not the will replace them!!! Really ??? what horrible service... 100$ sandales and I get the " not my problem" attitude...
WOW WOW WOW!!! NEVER AGAIN !!!
28
May
18
May
11
May
Posted by Anonymous
After hours of waiting for Customer Service several times, I did receive a reply to chat however the reply was nebulous not directly answering my question about return charges...I have ordered seven pairs of shoes/boots sizes vary and do not fit though all are my usual size 9...I have rarely bought shoes from DSW satisfied with store purchases and very unsatisfied with on line purchases, some were in plastic box damaged, others way too narrow though medium width. After reading the comments on mail returns, I will wait until the stores open, however that may take me beyond the return dates!!!!
05
May
Posted by Mooker
I understand you are working with reduce staff, but is there anyone working in Customer Service. So frustrating. Live chat want me to pay a $1 for a response. WHAT!!! Stores have been closed in New York for months. I want to return the two pairs of shoes I received. I CAN NOT get return shipping label, and I don't think the customer should be jeopardized and have to pay the return shipping fees if your stores are not available. No Customer Service Support!
03
May
Posted by NEED ANSWERS
I recently ordered 4 pairs of shoes with a couple of gift cards and it went through until I received an email stating that one of the shoes was cancelled due to being out of stock. I tried to see my Gift card balances and both say $0.00.
Forget about customer service or checking gift card balances during COVID19. You'll only get an automated system.
I've never had an issue like this before. I'm assuming the remainder of the balance will be credited back to the Gift card. (??)
Can anyone let me know how long this process takes if you've felt with this before. I appreciate your time.
01
May
Posted by Anonymous
Returned a pair of shoes at my expense for $10 shipping since no return label was in the package. I did receive a refund but for $12.89 on a pair of $39.98 shoes. No explanation why I was shorted. I emailed them 2 days ago about it and have not received a response. This was my first order from them and I will never order again unless they refund the complete amount. What nonsense.
29
Apr
Posted by Millie
I recently bought 6 pairs of shoes along with a handbag. Everything seemed fine until one of those pairs didn't fit. I was planning to exchange them by mail but after reading this thread, I think I'll wait until the stores reopen. I think that would be most people's best option at the moment. Good luck everyone & stay safe! (:
29
Apr
Posted by Shoeluva!!!!
Hey Guys Just Wanna Give Some Tips On How To Manage Customer Service With This Company
On-line During Covid 19. Customer Service: If You Need To Reach Someone For Any Reason You Will Have To Send An E-mail Expect An Answer In 1-3 Business Days. When You Send Your E-mail Provide As Much Info As Possible. Returns And Exchanges Are Taking Long As Hell! So Do Not Expect Any Refunds Promptly If You Need A Fex Ed Return Label Send An E - Mail. Keep All Fed Ex Tracking Info Untill You Are Refunded. Allow 10-15 Business Days If You Do Not See A Refund After Then Send And E Mail W Fed Ex Tracking Info! Exchanges And Returns Are Taking Long So Be Patient Or Wait Untill The Stores Open. !!! Keep An Eye On Your Return As There System Is "overwhelmed" And Returns Are Not Being "updated" Properly. This Happened To Me Personally. Hope This Info Helps Be Safe Yall!!!!
29
Apr
28
Apr
Posted by Anonymous
I am unable to return 2 pairs of shoes I ordered online on March 21. Although the Return process instructs you to use the FedEx Return Label, none was shipped with the order. I tried a numerous times to request a label but clearly (and understandably) no one is working. My complaint is the instruction clearly states to use the label in the box but NO label!!
I do not want to ship them back without the label as I fear they will be lost in the great abyss that many are complaining about. I usually purchase and return in-store, but since the stores are closed it's impossible to return them now. I also feel that the return shipping fee should be waived due to the temporary store closings. I may hang on to them and go directly to the first DSW that opens in my area and plead my case LOUD AND CLEAR. Elite status...hmm... we'll see if it means anything.
28
Apr
Posted by SRB
Received two pair of shoes late March. Returned one pair on April 1st. Tracking shows they received it April 7th. They do not answer phones. No online assistance-terrible customer service. I have received no credit on my card and they did not send the new pair that I ordered in exchange. Not sure how to get this problem resolved. After reading comments, it looks like everyone has been dealing with the same issue with DSW.
27
Apr
27
Apr
27
Apr
Posted by Rose
Ordered a pair of shoes as an early Mother's Day present for my mom. Though shipping was fairly fast, when it arrived the box was beat up and the shoes were already worn. The bottom of the shoes were already dirty, the shoes were untied and the side of the big toe was already bulging out. I was so disappointed I returned it the same day I got it! I emailed them as well but still haven't heard anything and it's been 4 days.
27
Apr
Posted by Lori
Need to return a pair of shoes but no return FedEx label with order.
I've tried calling -- "If you need us to email you a label. . . " I try the prompt. The prompt brings you to no one.
I've emailed. No answer.
I just need the label so I don't have to go to the post office and pay more than the $8.50. Frustrating!!!
27
Apr
Posted by Anonymous
I paid $98.78 for 3 pairs of shoes. They did not fit. It was an on line purchase. I received an email today, 4/27/2020 stating I would get a refund of $6.76. How is it possible that I would get such a small refund?! I returned all 3 pairs following the directions given. They were in their original packaging, I looked carefully to see if I needed to call for a return number. There was nothing there. I returned them via Fed Ex on4/10/2020 per instructions paying $17.00 to do so. I am not accepting a refund of $6.76 for $98.78 purchase.
25
Apr
Posted by Anonymous
So glad I'm not alone here!! Ordered a pair of kids shoes in March for my daughter. The box came with no top and all ripped like
Someone else returned them, they are way too big for my daughter and there is no return label in the bag, I've emailed, no response. I've tried the automated line and every time I hit returns option the call disconnects me. Sooo mad! Come on DSW.
23
Apr
23
Apr
Posted by Shoeluva
DSW customer service is working "understaff" due to covid 19.the only way to reach out to someone is thru customer service e-mail which takes time.
I returned some shoes April 13, today is april 24 and I still have not been refunded. I have a second pair that needs to be returned but after reading these comments im going to hold off and return once the stores open. In the worst case if I do not get a refund with in 30days I will dispute the charge with my bank.
23
Apr
23
Apr
22
Apr
Posted by Anonymous
I just did a return with DSW. There was no return slip in my package. I couldn't get anyone on the phone however I left my phone number for them to call me back. I received a call back 45 minutes later. They emailed my return slip and there is no longer a $8.00 return shipping fee.
22
Apr
21
Apr
18
Apr
Posted by bijou
I ordered a pair of Converse from DSW. They were to be a gift for someone. When sneakers arrived the front white canvas of one of the shoes had black smudging across the top. I filled out the return form asking for an exchange and took it to FedEx on April 7. DSW received the return April 9. Today is April l8 and I have not received notification from DSW that the shoes were received by them, no word on when another pair would be sent, no posting of credit on my charge card, etc. Not sure what's going on but DSW "elite member service" isn't anymore special than regular customer service which from the preceding reviews apparently sucks !!!
16
Apr
Posted by Anonymous
I ordered shoes that were too big online, wanted to return but I, like everyone else, did NOT receive a return shipping label in my package. Tried to call, absolutely nobody is available on the phone. TERRIBLE costumer service. Can't get a hold of anybody any other way. I want to exchange sizes but don't want to pay $8.00 for shipping, and there is absolutely nothing in the package that would allow me to indicate I wanted to exchange. Absolutely horrible
15
Apr
15
Apr
13
Apr
Posted by BOGIE
I return shoes that cost me $99 however Ive missed placed my tracking number and customer service refuse to assit me without it..it's been 2 weeks and I believed the shoes has been received by the company. I really need to know how can I get an exchange. I'm sure that they can get this information some how and either exchange the shoes or refund my money
11
Apr
09
Apr
Posted by UNHAPPY CUSTOMER
On Sunday 4/5/2020 I tried numerous times to place order using $20 reward and 40% off that day only and it did not work because of a website error. Left computer in the place order window ($24) and suddenly on Tue it did work upgrading price after hitting bottom with price 3 times more expensive $103. Tried to cancel order sending emails right away, calling next day (on hold forever) and they responded email 20 minutes after receiving email confirming shipment, 2 days after.
WHY DSW DOES NOT HAVE A WAY TO CANCEL AN ORDER RIGHT AWAY?!? COME ON!! EVEN CHEAPEST ONLINE STORE HAS IT
09
Apr
09
Apr
09
Apr
08
Apr
Posted by HJFLeez
I purchased two pairs of shoes and they were delivered 4/6. Both pairs were incorrect and it what I ordered. They were a completely different style and size. The phone customer service is closed and I've emailed and has extremely poor service where they tell me they will help me if they have my order number that I clearly provided. I've had three emails to them now with no help as they keep asking me for information I provide them. It's almost as if they're trying to NOT assist me and keep leading me on until I give up.
07
Apr
Posted by Anonymous
Well, I did get a label and guess what!? It's not recognized by fed ex ground, so now I have to track someone down at dsw to send me another one! I agree with some other comments that asked why their customer service people couldn't work at home. My job did just that! I will never order through dsw again!
07
Apr
Posted by Fran
I too, am not able to return a pair of shoes I ordered online on March 23. Although the Return process instructs you to use the FedEx Return Label, none was shipped with the order.
I tried a few times to request a label Via email, phone call & chat), but clearly (and understandably) no one is working. My complaint is the instruction clearly states to use the label in the box but NO label!!
06
Apr
Posted by Sheila
I have bought 25 pairs of shoes and have been waiting on them to get there. I used the same address on all of them. When I first started ordering from them I had no proublem . Now I have gotten emails saying my orders were returned. I never revived them to make a return. I've been on the phone with fedex, Dsw , over goods and post office. I order for the children and adults who need shoes.. I can not get an answer so I have lost 398.16 worth of shoes. I use there rewards points so I have lost a lot of money. I would sure like to know the reason behind my orders getting sent back without me doing it!! I made 4 more orders last night I just hope they get delivered. I have people waiting on there summer shoes and I don't have any andwers for them... if anybody knows why please let me know because I hate letting these children and adults disappointed when they are despirate for there summer shoes.
06
Apr
06
Apr
05
Apr
Posted by Shoopes
It's a big mistake for DSW not to offer phone suppport during this pandemic time period. I was able to get an email response from them regarding a coupon code I have but their solution was to have me 1. call to use the coupon on a future purchase (not possible) or 2. chat with customer support to use the coupon (not possible either). I'm seeing by everyone's response, that they seem to INTENTIONALLY be leaving out the return labels from the online orders. I worry that this store might end up completely closing after this... if they can't offer limited phone support, that says something about their $$$$ situation. I do hope that's not true.
04
Apr
Posted by GigiBee
During this pandemic many businesses who offer online purchases are employing work from home customer service support, but not DSW. I ordered 2 pairs of Dolce Vita flats. There is some sort of imperfection regarding both pairs.
There is no available means to reach a human being at DSW and I must either wait to return my online purchase to my local DSW store or pay $8.50 to return them via FEDX.
Lesson Learn: Do not order on line when DSW stores are closed.
04
Apr
Posted by rmkftw65
FYI, I was not told about the problem of returning to the stores until AFTER I purchased online shoes, (1 of 3 pairs was pickup at store). The sales person at DSW Hurst, TX assured me that they could be returned at a later date after the pandemic quarantines were lifted presuming you still have not worn them etc. I am holding to the belief that they will have too many issues NOT to honor the returns under the circumstances. It would be a big mistake.
03
Apr
02
Apr
02
Apr
Posted by Penny
Mortar stores closed due to Pandemic. Tried to reach anyone on line or by Phone as to
how to return a pair of shoes to insure credit and not be charged $8.50 for having to
return by FEDX. Unable to reach anyone by phone. Sent 3 emails and received no response.
The shoes were mailed back to DSW with their label and photocopy of receipt with customer
information on Saturday, March 28, 2020. Would like to hear from DSW upon receipt of
returned shoes to insure proper credit and confirmation that there would be no charge for return by fedx! Thank You!
01
Apr
Posted by cfor43
I want to return the sneakers I purchased online. Unable to talk to someone at your customer service center since it is not available. This is pathetic during this coronavirus pandemic. Your store is less than a mile from my home but I can't return them there since all of your stores are closed. I think it is terrible that I have to pay to ship them back. I want a refund, not only for the shoes and tote, but for the return shipping, also. Please refund both immediately. During this crisis, other stores are helping their customers. Why aren't you?
01
Apr
Posted by Lame
Athletic shoes arrived yesterday in a box without a top! Called today to talk about this before sending the shoes back for return. No one is there AT ALL even tho at the beginning of the message there was a announcement about a smaller workforce. i will be returning the shoes soon and will be angry is there is a penalty because of the carelessly forgotten boxtop. I doubt that i will be ordering anything online again from DHS
31
Mar
31
Mar
30
Mar
Posted by MWW
The form inside my order said to see the reverse side for returns/exchanges. The reverse side is blank. Also, I didn't receive a return label as other reviewers have complained. I can't return my purchase to a store because the stores are closed due to covid-19, and CS is not answering the phone lines. I'll return my order to: DSW Customer Service, 810 DSW Drive, Columbus, Ohio 43219.
30
Mar
Posted by Frustrated
No return label was included in my online purchase either. I see I'm not alone. DSW needs a minimal staff to accept returns or exchanges.! I am sure they are allowing people to buy online. No one answered their call lines. Probably lost a customer if this doesn't get better soon.
30
Mar
Posted by Wrong shoes and no return label
Went to pick up my shoes from curbside pick up (that I ordered through the app), and I opened the box in the parking lot to discover they gave me the complete wrong color/pattern, I told the associate before she walked back into the building and she said she wouldnt be able to help since the actual store is closed and id have to do a return process online.
To make matters worse, I dont even have a return shipping label in my box. I only have the exchange SLIP. but no return label. I've email several times and their reps have yet to address my issue as to how I can actually send these shoes back without having to pay for the shipping myself. I shouldnt have to pay for shipping to return something when THEY are the ones who gave me the WRONG shoes.
30
Mar
30
Mar
29
Mar
Posted by Shoe lover
Bought shoes online but one pair the left shoe makes loud noise and the other pair is too tight. I want to return them both to my area store to avoid the shipping charge but the store is closed due to Coronavirus. All the other stores are waiving shipping back charge and I think DSW should do the same! Even if I want to mail back there is No shipping label in the box. I don't want to ship them myself and be charged with a shipping fee also.
28
Mar
26
Mar
Posted by Terri
Received wrong color of shoes ordered. Clearly states on order color Green, but I received black. the return label was missing. Must I pay for return shipping on this exchange? If there are employees working to process orders, how come there are not employees to answer the customer service line? Very frustrating....
26
Mar
23
Mar
19
Mar
10
Mar
Posted by Unhappy customer
I just bought a pair of shoes, tried them.on and fit perfectly. I trashed the box since they fit. When I try wearing them I couldnt walk without almost falling, very slippery. I tried retue ing them, did not wear them, had original receipt but dis.t have the box. They dis not take them back. I paid $60 for the stupid shoes. I left them at the store cause I was upset. I think they are very unfair and thief..Will never shop at DSW
13
Jan
30
Dec
Posted by Nez
I tried to return a clearance item that was only worn once and they declined it. It was killing my feet after one hour of wear. I asked for store credit at least and the manager was fine with that. When I was looking for shoes in the clearance section, at least half of them looked returned and worn. I told the manager about this and he told me to calm down. Lol. He said people steal them and put their old shoes there. I said okay sure, and not coming back. Will be going elsewhere for my shoes now.
29
Dec
Posted by student2015
For those faced with a possible return and traveling
some boxes can be collapsed flat as it is only folded and tucked into itself
Unfold lay it flat in ur luggage and return if u need to make return
Other boxes are glued and I've not tried to carefully cut at the corners and tape it back together but it might be worth a try if no box means no return!
24
Dec
Posted by Christy
I will NEVER purchase from DSW again!!! I bought $100 Sperry rain boots, worn to town for 2 hours and they left blisters on my feet. 6 days later I tried to return them (in like new condition) and they refused because I wore them ONCE! How was I to know they would leave blisters? DONE! Will NEVER step foot in there again! HIGHLY HIGHLY HIGHLY DISAPPOINTED AND DISSATISFIED!
19
Dec
Posted by Angela G
DSW did not provide a return label. I filled out the return FORM, but don't know for sure if I send it to the address on the return label.?? So I pay for return shipment....AND DSW charges me $8.50 for the return also? Also, the original shipment came in damaged box, although the shoes were not damaged. I don't want to be penalized for returning in a damaged box. A quick phone call would answer my questions, but when I tried calling DSW the wait time was 40 minutes!
16
Dec
Posted by Kathy
I have had a horrible experience w dsw i returned boots to the store that i bought online and they said that i ordered thru paypal i dont have a paypal account so now i cant get my money thry dsw or pay pal but i will sue them as sokn as i get my credit card bill 86.41 and all this aggravation binch of crooks
11
Dec
Posted by Lucky I guess
I'm not sure why you guys are having so much trouble with returning. I ordered a pair of booties online and I wore them two days and was feeling a slight bulge under one of the insoles. Called and they shipped me out a replacement within one day. Said to just take the ones I had to a local store or ship them back. Seamless and loved how easy and smooth it was. Maybe try ordering instead of in-store purchases.
08
Dec
02
Dec
Posted by Veronika NYC
To my big disappointment I just tried yesterday to return my purchase and it wasn't possible even tho it was within 60 days unworn in original package with receipt. The system did not let it go through and personnel said there's nothing they can do, so they issued to me a store credit... I still want the full refund as it was supposed to be. Please take actions to resolve this issue.
I won't let it go just like that and will move forward and leave reviews on every website possible to costumers to only use credit card so that the bank will proceed the refund...
28
Nov
28
Sep
Posted by [email protected]
There aren't any directions on the back of the shipping order.
Have no idea what to do next, please advise.
Thanks for your help.
Suzanne Willis
16
Sep
Posted by Emmarose
Same as everyone else. The store in Christiana DE does not carry very many size 11 shoes. I never had this problem living in North Carolina. I had no choice but to order my size. Once received I tried them on in the house and they seemed okay, but to be safe, I saved the box and receipt. Wore them to work (in an office) the next day and within the first 30 minutes they gave me blisters on both heels and started cutting into the tops of my feet so I took them off under my desk all day. I literally wore them 30 minutes and went to the store the very next day to simply exchange them for a more flexible shoe (which incidentally cost more which I was fine with paying the difference even though I knew I wouldn't get my reward back to put toward the new pair). The cashier called for the manager to approve which he did without question (he was pretty laid back about it) and when he walked away she began berating me and telling me how now the store has to damage the shoes out because clearly I had been wearing them for weeks and I showed her the delivery slip and told her that I had just received them yesterday and I had worn them once. She told me that if my feet were larger than normal that I should start shopping in a specialty store. Are you kidding me!?!? This is customer service?! Ironically, the Nordstrom Rack is right next door to this DSW and they always have my size (they go up to 13 and sell wide width shoes). Strangely enough, I have purchased shoes at DSW that had previously been worn as it was obvious (you can tell by looking at the soles). So I don't believe they are damaging out every pair of shoes. There was nothing wrong with the ones I returned. So while I can understand a policy, I don't understand why it is in place for some people and not others (because ultimately I did exchange my shoes) but then how do they expect you to know if the shoes will fit or be comfortable in real life and why is being rude to your customers, good customer service? I don't need some dumb kid chastising me for doing what any normal person would do which is wear a pair of shoes that they purchased. And I mean come on DSW, it isn't like you are selling the highest quality items. The "running shoes" are all knockoffs that can't be found on the brand's website. I was trying to figure out what year/model my New Balance racing shoes were and New Balance said to me that the ones at DSW are specially made for discount stores and should not be compared to their running shoes sold on their website or in their stores. Same with Saucony. The model the brand sells is different from what DSW carries. I am never going back to DSW again.
21
Aug
Posted by Anonymous
Horrible!!!! The worst experience of my life! I will never again buy anything from them. The assistant manager at the willow brook location in Houston was extremely rude and even though I had proof from my bank that the purchase was made and original box new shoes never worn two different colors. Because they gave me two different color shoes. he did not want to refund or give store credit. He said I never bought the shoes from them. And was not helpful at all. I guess I just lost 48 but learn not to buy from them.
29
Jul
Posted by Mad as a mother
Horrible return policy! You can't try shoes on in the store and see how they will feel. I've bought several pairs of shoes that felt super comfy at the store, only to wear them to work and find out they are hell on my feet after walking around all day! I will not be buying anymore shoes from DSW until the policy is changed.
21
Jul
Posted by Anonymous
I bought a pair of asics sneakers for women that was recommended by an employee. Wore them for a week. Though they would be comfortable after they were broken in. They were still uncomfortable. They still hurt under my feet. I was going to exchange them. When I bought them, I asked the girl who rung me up. What was the policy,if the sneakers didn't workout. She said I had 30 days to return them. Come to find out. Which she didn't mention. They can not be worn to exchange or return them. Now I am stuck with a pair of sneakers I can't wear. This is the last time I will buy any thing at DSW.
20
Jul
Posted by Anonymous
Interesting return policy. purchased a pair of Margaritaville shoes a few weeks ago and tried to return them cause they were falling apart. Of course your people said I couldn't return them because they had been worn. It's doughtful they would have started falling apart if I had just left them in the box. Generally when you buy a pair of shoes you got them so you can wear them.
your policy reminds me of an old joke where a guy had an outhouse built and a few weeks after had called the builder to come and check it because it stinks and of course the builder checks on it and returns to tell the guy "of course it stinks, you shite in it
I have been in business for myself most of my life and i have often told friends that have started a new business to remember that when you do something good for a customer that customer might tell a person or two about his positive experience or in other words it's a slow process, but if you don't treat someone well that customer will spread that information to everyone
he comes in contact with or in other words it will spread like wildfire
13
Jul
Posted by Furious
My husband ordered two pairs of shoes for me for my trip to Vietnam FIVE DAYS ago. This morning we have just received an email from DSW saying that my shoes will be arriving soon in TEN DAYS, by which time I will have left already. This is ridiculous! We will ever never order any shoes from DSW again.
28
Jun
Posted by Disappointed
If you make a return, rewards certificates are not credited back to you even if they have not expired. And another thing, it takes over a month to receive the rewards certificates in your email after you make an online purchase. These are terrible DSW policies! I am going to unsubscribe from any further emails and I won't shop at DSW anytime soon.
23
Jun
Posted by Anonymous
I recently bought 4 pair of shoes. I will never purchase from DSW again as long as their return policy remains as is. I spent quite a long time walking around the store in the shoes, but nothing compares to wearing them in daily life. It is less than 30 days and two pair are so painful with longer wear. So disappointed.
05
Jun
05
Jun
Posted by Waitingformyshepherd
Ii bought a pair of mission klogs and returned them the day after receiving. They just did not feel comfortable and I took them to our local usps office cause fed ex is about 30 miles away and I work 12 hr nights at our hospital. I returned and have not been refunded. It's been over 3 weeks now and every time I call or chat with them they tell me they are now showing the shoes as being returned. I will never buy another pair of shoes through this company and I do not recommend them to others.
04
Jun
Posted by Sheshops23
I needed to return 2 pairs of shoes. I didn't have my receipt and it had been well over 30 days, since my purchase. No problem! They were able to retrieve my receipt through my rewards account, verify my method of payment and refund my cash. The transaction was seamless and I appreciate that. DSW has a great return policy and I am a very satisfied customer. I'll be back real soon
04
Jun
Posted by Tit-for-tat
I see many people here complaining about the return policy. If you are struggling to return it, do what I did. Clean the sole of the shoes you wore with soap (eek ! I know but need to if you want your $$ back). Place them sole first on the counter while returning it. If they ask the reason for returning, just say your spouse is planning to buy something similar for you so you wanted to return this one. But ya keep the receipt and original packaging or sales stickers.
I know it is unethical behaviour, but hey, tit for tat.
02
Jun
Posted by randinh77
Terrible return policy. I'll never shop there again and will advise everyone I know to do the same. I bought a pair of $60 Clarks sandals for a trip to France. I knew I'd d be doing a lot of walking so I needed a pair of comfortable shoes and Clarks are supposed to be really good. They felt very comfortable when I tried them on. I only wore them in the airport and on the flight but by the time I arrived in France, I could barely walk. The fabric straps were digging into the top of my foot so bad they actually caused bruising. I couldn't wear them at all during my trip. They look barely worn but because of this ridiculous return policy, I'm out $60. They should seriously rethink this policy because it will cost them a lot of business. I highly recommend to everyone to go somewhere else for shoes. DSW IS THE WORST!!
31
May
Posted by CT
Bought a pair of the BOB shoes for $50.00. Wore them for the first time today and the rubber sole has come loose from the toe portion of the shoe. Haven't had them on for not even 8 hours and they are already falling apart. And now you tell me I can't return them? I will NEVER patronize DSW again because of the horrible return/exchange policy. They charge too much money to not stand behind their products!
29
May
Posted by Echovalley
I agree with previous comment. I too purchased a pair of shoes that was a brand well-known for comfort. After just three hours the right shoe stretched so that it was forcing my foot forward and over the front and the left shoe hurt so bad that I had to remove them for flip flops. Since they do not back the products they sell, I will no longer purchase from DSW. The price difference is too small to make it worth losing lots of money. FYI Stein Mart offers similar pricing and they do take shoes back and give full refund with receipt.
26
May
Posted by Melly
I bought the Indio Rd. Giresun mule flat shoe which was almost $50.00. After wearing only TWO times the band with the bow kept rubbing against the top of my foot and eventually broke thru the skin. I called DSW to see if I could at least exchange the shoes and the answer was no. Only unworn/new shoes can be returned. How do you know if you are going to get a blister if you don't wear the shoes? Very disappointed with the return policy. I really like DSW's selection of shoes but don't want to keep throwing my money in the garbage.
24
May
Posted by MLP
I've been a long, long time DSW customer. I think they're doing a real disservice to customers with such an unreasonable return policy. I know there are dishonest ppl that might try to abuse a lenient return policy, but the majority of customers are honest. It's very disappointing to buy a pair of shoes and find a defect or an issue after you wore them an hour or two and still no return or exchange. Makes me want to quit shopping with DSW. They expect our trust.... how about their trust in us?
22
May
19
May
05
May
Posted by Unhappy
How on earth are you suppose to buy a pair of shoes (my case $70 walking shoes), take them home only to realize they KILLED my feet after a few hours of walking, then find out the only way you can return them is to bring them back in their original packaging and UNUSED!! These shoes have a total of 6 hours walking time and 4 & 1/2 of those were torture. Total rip off policy/store. My first and last time buying from this store.
02
May
Posted by Peachy
I'm so disappointed i purchased a shoes and got delivered in their store last april 23. When i go there the next day they did not recieved my shoes after a week yesterday may 1st give them a call they said they gonna find it. Then i recieved a call this morning and telling me they delivered it on the other shoe warehouse. So I have to deal with that shoe warehouse on my own and there is not assurance that my shoes is there they said they will try to find it. And I didn't hear any apologies from the staff.. that's sucks!! If i did not give them a call yesterday they will not gonna find out what happen to my order. I'm so disappointed now i'm going to their store to bring all the shoes I purchased and get a refund!!
29
Apr
26
Apr
Posted by Michele
I too am disappointed by the return policy. I should have purchased from REI. Lesson learned. I tried on at least 10 pairs of running shoes. I wore the shoe I bought around the store for about 20 minutes. When I got home I went for a short walk outside. After walking less than one mile I didn't think I was going to make it home. They have been worn once and are not dirty but you can see some scuffs on the sole since they were worn on pavement. I am now out $100. I get not returning heavily used shoes but really, most people can't tell in the store if a shoe will be comfortable on pavement.
24
Apr
22
Apr
Posted by Sonia
I bought a pair of Unisa sandals. When I tried them on at the store they felt comfortable but in reality after wearing them to the movies they killed my feet, I could barely walk. Mind you movies is a sit down event that requires very little walking, I thought I was not honing to make it to the movie. Walking back to the car was even worst. I tried returning the very next day and I was told no. This is insane and absurd, ridiculous that they won't even let you exchange.
22
Apr
18
Apr
Posted by Unhappy Shopper
I finally bought a pair of your boots because my mom swore they would "last for years". I've had them a few months and the zippers on BOTH boots are falling out and buckling. The right one will only zip up half way because that's where the buckling and ripping is. I only wear them to the office and then home. But somehow, the zippers have worn out completely and I can't get them replaced!!!
15
Apr
14
Apr
06
Apr
Posted by Mya
Btw, to the person who commented about what store takes back used shoes and to remember DSW is selling shoes at a huge discount...if you think the prices at DSW are discounted, then you do not shop much, DSW prices are very high and almost every store I have bought shoes at has taken them back after being worn once. Instead of beating up on your fellow consumers, you should be handing together DSW totally takes advantage of the consumer, they make you go looking for their policies when they should be provided.
29
Mar
Posted by Kathy
I purchased two pairs of Kelly & Katie flats in the last couple of months. Both have already torn and a heel fell off. I've shopped a lot at DSW over the years and have realized I'm better off going with a retailer who stands behind what they're selling. Shoes, even if discounted, should last longer than a couple of months. Quality of your product has gone down.
12
Mar
Posted by Unhappy with your service
I bought a pair of shoes for my geenage daughter last Thursday just before your store closed. We hurriesly bought a pair of nike Athletic shoes. My daughter left at 7 am the next morning for Colorado for a volleyball tournament. She wore the shoes and they did not stay on her feet. Plus they hurt her feet. She had no choice but to wear them to and from her team hotel to the venue. Ahe flew in last night late. I tried to return the shoes today and the Manager would not let me. I had the receipt and she asked if the shoes were worn. I was honest and said yes so she said we voided the return policy. That is ridiculous. Do you not stNd by your product? I want a refund. I have shopped retail for years and never had such an experience.
22
Feb
Posted by Mergan
Tried to return four pairs of shoes tonight that were all unworn, in original boxes and with receipts. 60 days and full refund is the policy- so today is 60 days but I ourchased the shoes at 3pm back on 12/22/18 and was in the store today 2/22/19 at 7pm trying to return them and was told I was TOO LATE! I was given store credit and not a refund because it was 60 days and 4 hours. I am so disappointed!!
07
Feb
Posted by Don't return by shipping to the
Except returning can only be done in PERSON at a store and not shipped back to them for a refund. Learned the hard way. Purchased from Peoria, IL store I live 500 miles north with closest DSW 2.30 hrs away. Lots of snow. I would drive to Duluth MN but we have ice, 2ft of new snow on top of our already 3feet plus and it is hazardous. I am departing town via plane and can't get to a store. Shipped back - didn't say I couldn't. Peoria called today - can't return with out the presence of the card and no they can't take the information over the phone eventhough she had the sales slip in her hand. Will NOT purchased from DSW again - easier on Amazon. Unhappy
18
Jan
Posted by RoseBud
I love to shop at DSW always satisfied with my purchase. Unfortunately i purchased some boots wide width. I did not notice until i tried them out the next day at home. The box it came was a little damaged so i thru it out. The shoes have not been worn. Can i still return without the box? I have the charge from DWS on my credit card.
02
Jan
Posted by Anonymous
Trying To Match The Boots With The Coats I Bought For My Daughter And Nieces. I First Exchanged Two Because I Wear The Same Size And Two Of The And Realized The Boot Was A Little Tight. I Then Had To Come Back And Changed Two More Due To The Colors Wasn't Matching The Coats. Both Time The Manager Was Rude And Made Me Rebuy The Boots And Then Put The Refund On Instead Of Just Letting Me Exchange For The Same Boot That Was Right There In The Store. My Money Was Good Enough To Spend At The Store In The Beginning. How Do I Make A Formal Ccomplaint On This Manager. What Made It More Horrible Was That He Treated Me As If I Never Spent My Money Or Willingly Bought My Daughters The Uggs. I Bought The Men In My Family A Total Of 4 The Uggs Slippers From Uggs, So It Wasn't As If I Could Not Go To Uggs. He Was Not Nice In Regard To My Return Merchandise.
30
Dec
29
Dec
Posted by Jill
You do not have an "easy" return and exchange policy if you require all returned items be "unworn." You are selling shoes and customers often don't realize how the shoes are going to feel until they are worn for a day. The boots I bought looked great and felt good in the store. When I got them home and wore them for a few hours, they hurt my feet. So, according to your policy, I can't return them. I will be directing future business to stores that sell comfortable, supportive shoes with return policies that protect the customer, ie Schuler and The Walking Co. Paying a little more is worth it for the added quality and service.
26
Dec
23
Dec
Posted by Katie O
The manager at the Joliet, Il location would not acknowledge a coupon used on an original purchase and made us pay the difference on a even exchange! Totally disgusting. All I wanted was a black purse instead of the pink one I originally purchased because it didnt match my outfit. My receipt did go past the 60 days, but it was the exact same purse they still had in stock. Even the sales associate was surprised the manager made her charge us for difference we saved with the coupon before. Making things more difficult than they need to be! I guess it would have been easier to be dishonest and not show our receipt.
09
Dec
18
Nov
Posted by Blil
I had an old address linked to my account, called and asked if I should cancel the order or switch the address. Was told the shoes are no longer DSW's property and its a 50/50 chance of where they end up going. Paid money for shoes that I have no idea where they will end up. DSW needs a better system and a cancel my order option.
03
Oct
Posted by unhappy customer
I did not know about this policy and returned a pair of shoes because they slipped off the back of my heel. The lady did let me return them, but she said I needed to go home and walk around in them on CARPET!!!. If I did not like them I can then return them. I think I will take them back and get my money back and never go there again. Like one other person says unless we actually wear them out how will we know they work. I tried walking in them on carpet in THEIR store and it seemed fine, concrete is a different story.
09
Sep
Posted by DjMikeyMIke
yeah just going to have to quit shopping here. Bought a pair of work shoes. Even asked the gal before I left what if they hurt or cause a blister can I bring them back. She says no when you leave with them and wear them once they are yours.
I think we all know why they do this as they believe people wear them once and then for what ever reason and bring them back for full refund. Well how much do people actually do that. And is it worth their business model to continue doing it. I've bought probably my last 8-9 pairs of shoes from dsw. But, this pair of shoes I just bought yesterday for work. I wore them last night and they were killing my feet and had blisters by the end of the night.
So, I guess I can't return them now so I'm stuck with them and will probably have to donate them. but, for sure.
I'm pretty sure I am just done with DSW.
What a stupid policy because I am just not going to shop there anymore.
Get it right DSW.
03
Sep
Posted by NeverAgain
Bought a pair of heels last week , wore them ONCE for a wedding and they completely fell apart!! I've never seen a pair of shoes come apart like this and I can't return them since they're worn. I work in retail so it baffles me that you can't make a return in x amount of time If they didn't work out .
27
Aug
Posted by Robin
Purchased shoes online, wore them about 4 times and they broke on me. This should not have happened and DSW's policy of only accepting unworn shoes is just poor customer service. I've dealt with this with in store purchases. The shoes may be discounted, but this is not the Dollar Store.
26
Aug
Posted by English
I bought a pair of sneakers for my granddaughter on August 5, at DSW, Poughkeepsie Mall, NY. After she'd worn them a couple of times they bothered her arch and were uncomfortable. Also, the pull-on tag in back was fraying already. I checked their return policy on line and we were within the 60 day return policy, August 26. However, the manager of the store refused to accept the return because the sneakers had been worn. How can a person know - before wearing the sneakers - if they are comfortable or not. Very disappointed with their decision and will not be purchasing any shoes/sneakers/boots from this store ever again.
18
Aug
Posted by Anita
I had to return sandals I had long awaited. I went to the store so I could try them on, but they said these could only be ordered online. When they finally arrived, they fit me very poorly. I certainly didn't want to reorder; wrong style for me. After mailing in the original box, got message saying I was charged for the return! 15 year member. First time this has happened for not returning to store! (See above explanation). What a disappoinment.
16
Aug
Posted by RoseBombshell
I bought a pair of boots last week and asked to put them in my own bag instead of taking a box home. Upon trying them on again at home, I realized how uncomfortable they were and needed to return them. The policy states that the original packaging is needed to make a return. After reading several reviews about returns and exchanges at DSW, I was anticipating a frustrating situation and that I would be denied the return, but when I got to my local DSW the girl helped me out immediately, processed my return, and made it a really great experience! I was pleasantly surprised at how easy she made it and was grateful for such wonderful customer service.
31
Jul
Posted by NeverAgainSadToSay
This was the most drawn out ridiculous experience ever. As someone who works for an online retailer website I am amazed how awful DSW is with their information being updated. I had my order cancelled due to their lack of inventory. Okay, I order another pair even more expensive. I received my text saying my shoes arrived so I went to the store and the Manager barely looked for them. She told me to wait for an email even though I had an official DSW text confirmation. The next day I called customer service and they confirmed my shoes were there and perhaps the staff just didn't look good enough. Today I returned to pick up the shoes and I returned them immediately! I decided to spend that money at Nordstrom or even Zappos. My comment is this what you sale is sold with many retailers so focus on your customer service and customer experience. In today's world brick and mortar stores are the first to suffer. I won't being shopping with your company again sad to say. To anyone else if you must shop with DSW buy in store and even then at your own risk!
24
Jul
Posted by Sixmigs
I am very dissatisfied with the customer service I received at DSW in Roanoke, Va. I purchased a pair of shoes for my daughter in mid May, the front
Of the sole as already come
Loose and there is a tear in the shoes. I didn't have the receipt because the shoes had fit. I tried to return and they told me they had to have a receipt or a UPC code. I only wanted to exchange them Indidnt ask to return or for a refund. I went home and found the box with the UPC code so I made another trip to the store and the manager said oh sorry we can't accept this you're out of the 60 daynretuen period and the shoes look really worn. How worn can they be Inonku bought them 3 months ago and maybe wore them 3-4 times. Well I took my business elsewhere - I went straight to Rack Room Shoes and bought 2 pairs of shoes. They were more than happy to have me as a customer. I will not be giving any more business to DSW - there customer service is terrible.
24
Jul
Posted by Josie
Very disappointed with this store. I ordered a pair of size 6 heels, when I received them by mail, the box said size 6 but the heels were actually a size 8. The shoes were way too big and looked worn. I called customer service and they told me size 6 were sold out and there was nothing they could do about it. I believe they should check the sizes of shoes before shipping them out. This will be the last time I shop at DSW.
22
Jul
20
Jul
Posted by Shoe lover
Wow, after reading some of these reviews, I'm not sure I want to continue to shop here. I have had a couple of bad experiences lately. I order all the time from DSW, the last few times have been very bad. The shoes have arrived damage or worn (even if the say return unworn). I usually return them to the store, and this time I called customer service (what a joke). They were no help at all. I'm at a lost cause I really like their shoes.
19
Jul
Posted by kay
I brought 4 pairs of shoes on 7thJuly from the extra reduced section, When I got to the till I asked the lady serving me to double check that all shoes could be returned as I was buying these to go with dresses for a wedding and needed to take them home and try out with the dress. she told me all shoes were returnable and that I must take the shoe boxes home with me otherwise they wouldn't be accepted back. she said I would get money back. My husband returned my shoes today 19th july and was told he could not get money refunded on the card and had to accept store credit. I do not want store credit, I do not want to be lied to when I specifically asked if they could be returned and Iif I would get my money back. I am so angry right now with the store I never want to step foot in it. I do not shop at stores that do not have a great customer relationship.
03
Jul
Posted by Patschic
WOW! I'm shocked at the way some of these reviews are written and amazed at some of the questions submitted! How do "you" survive on a daily basis? If SOME of you communicate with the employees in the same context/manner you submit reviews/feedback, etc, I'm far from surprised you have the problems you've mentioned. Some of these comments seem like they COULD be slightly fabricated...Also, FYI: For those who are submitting questions directed at DSW, this is not a DSW website & I can bet it's safe to say it is NOT being monitored by the company. If I had a question about my order/purchase/return/refund/ credit etc. I would be contacting the company directly. If you have issues within your local store, contact their customer service reps via the telephone or email. If you are still not happy or satisfied with their resolution, CONTACT THEIR CORPORATE OFFICE. Put forth a little more effort. You may be surprised at the outcome. Just a suggestion.....
29
Jun
26
Jun
Posted by Frustrated Customer
The return policy is the most ridiculous return policy. You really don't know how shoes fit until you wear them. I'm upset I'm stuck with a pair of $70 heels I can't wear because after an hour of wear the back of my ankle was cut up and bled, then scanned for over a week. What am I supposed to do with these shoes?
06
Jun
Posted by T
SOOOOOOOOOOOOOOO disappointed with this store!! Not only is their online services difficult the coupons and "promotions" are horrible to existing customers... I rarely order shoes but when I do I usually go into a DSW store because online is so horrible, unfortunately the location I went too was extremely unhelpful and I had no choice but to order online. Once I ordered my shoes and also placed my "free cooler" in the promotion code spot I was excited to receive my shoes and bag. WEEKS later I received my shoes ONLY not the bag because only using the code didn't work... if I would have had someone helping me @ the store I would of received both... now because the service was HORRIBLE and online even worst I didn't receive a cooler or ANY type of compensation... so disappointing this company would have bad service both in store and online.... BYE DSW
23
May
Posted by Anonymous
Buying shoes over the internet is difficult at best as the sizes of various brands can be so different. I do not have a DSW near me so I have no choice as I have very specific needs in shoes. If I could I wouldn't buy any shoes from DSW because of your return policy charging $8.50 shipping fee. This does not invite people to try your shoes.
17
May
Posted by Pam
I went into your Sawmill Road, Columbus, OH store on 5/05/18 and attempted to buy shoes. I needed a 7.5 pair and they never had one so on that date, 5/05/18 I ordered and PAID for a pair ON. and was told that they would be delivered to my address OVERNIGHT. In other words, by 5/6/18. However, with it being the weekend I thought I would receive the shoes on either the Monday or Tuesday. That is not the case - today it is Thursday 5/17/18 and I have not had the shoes delivered!!!
I have attempted to call DSW service number and was told the wait time for an anyone to answer was 63 minutes!! What sort of business do you run??? Now lets see if there is any comeback as far as this complaint is concerned. You have my telephone number
and ofcourse YOU HAVE MY MONEY!! I NEED TO KNOW WHEN MY SHOES ARE GOING TO BE DELIVERED!!
15
May
Posted by CodyT
Rochester Hills location refused to exchange the sandals I picked up less than 48 hours ago, saying I would need to order new ones before they could to the exchange. When I asked them to order the correct size and style in, so that I could just come in and do an even exchange for ones that are not falling apart, they said that they could not order them in, but that I could come in and order them. There is no difference, and they refused to help me, and in-fact encouraged me to purchase an entirely new pair, instead of just ordering the correct size and style to their location, so I would be able to go in and do an even exchange. I will not spend more, and wait upwards of 2 weeks, in order to get the sandals I should have gotten, undamaged, originally.
14
May
Posted by Jim
I was totally pleased. I purchased a pair of shoes for my 5 year old grandson. After a week the seams were coming apart. Took them back to the store after 2 weeks from purchase without a receipt and showed them to the DSW clerk. They gave me a full refund back to my CC. Great service, the shoes were defective and they took care of it.
09
May
Posted by Anonymous
I used to buy shoes here all the time and for my children, but store clerks are not very helpful. Also, I had an occasion where I bought the Eruosoft Clarissa Wedge Sandal, and it did not perform, but I couldn't return it. I wore it around the house a bit and it seemed good, but as soon as I worn it on rough pavement,the bottom would stick or make the shoe shift, something strange because they would make me almost trip. They wouldn't accept them because they were worn, but clearly if they checked their records, I never have tried to return worn shoes. Disappointed in poorly designed sandals and return policy when I WAS a loyal customer.
05
May
04
May
Posted by TAH
I mailed back a pair of sandals on 04/19/2018 and I know they received my return because I tracked it and I still have no refund. Don't get me started on calling in this is the WORST CUSTOMER SERVICE EVER!!!! one time I called and it was a 54 minute wait period....REALLY???? then I tried again and it was a 35 minute wait period so I thought I would wait them out...oh NO after 40 minutes I hung up. I don't know how they can stay in business if this is the way they treat their customers. I have bought sandals before and was pleased but the return is totally changing my mind about ever shopping at DSW again.
03
May
Posted by Amy Hernandez
I purchased a pair of shoes from DSW at the end of march returned the item a week later. It is now May and I have not received my refund. I am so unhappy and will not ever shop there again. I called customer service and was told by the recording that it would be a 157 minute wait. That is ridiculous!
16
Apr
02
Apr
Posted by Loyal Customer 25
How in the hell can I find out if my shoe fits and is comfortable without wearing the shoe? I understand they don't accept torn up, old shoes back, but I wore my shoes once to discover the memory foam that was promised, isn't pillow soft. They will not accept them back and they're flawless, in box with receipt. What the hell! I've been a customer here for 25 years and never returnee anything. I will not show here EVER AGAIN!
28
Mar
Posted by not happy
i have purchased shoes from DSW for a very long time however, lately the customer service is horrible!! The live chat does not work, I have called been on hold for hours, emailed no-one got back to me. I have a return for the wrong time that was sent to me, no return form in the box. Very frustrating!!!!
21
Mar
10
Mar
Posted by Unhappy customer
Telephone customer service is nonexistent. I was placed on hold for over 30 mins and never spoke to a person.
I ordered online but DSW sent the wrong boot. I returned the item to the store and they told me 5/7 business days before I would see my refund. They don't wait 5-7 days for the customer to pay them, so why do customers need to wait 5-7 days for their refund when the item has been returned?
These are worse return policies I have ever seen.
I will not shop at DSW again.
08
Mar
03
Mar
18
Feb
13
Feb
13
Feb
03
Feb
01
Feb
Posted by Anonymous
Shame on you DSW I just bought 2 pairs of Nikes 4 days ago an one hurts terribly when I walk thought maybe I needed to stretch them out but they still hurt, the other pair I have no issues. Not understanding why I couldn't exchange for a half size bigger, I even have my receipt why is this not allowed? I never purchase again from y'all. Terrible customer service, and so misleading on your refund an exchange policy.
24
Jan
Posted by Fro
I just exchanged a one day worn pair of shoes back to DSW. Just clean the bottom really well and hope you do not have too many scuff marks. If it doesnt work for you try another store. It all depends on the cashier. Maybe try the same store twice on different days. I believe they would have returned mine as well if I wanted to.
18
Jan
13
Jan
11
Jan
Posted by Lamcdaniel
My daughters bought me a cute pair of boots for Christmas from DSW. They got wide calf and I have chicken legs! My daughter gave me original receipt which was purchased with her debit card. They would not refund me. A debit card is like cash but not here. Customer service was rude and nasty.Was going to look for work shoes since I was here. I will not give them my business. My daughters on her way here to bring the card. What A hassel. Don't shop here!!!
27
Dec
18
Dec
Posted by CICI
what kind of return policy is this?? You say in one sentence that for any reason you can return a shoe then the next if it's worn you're basically out of your money. I just threw away $70 bucks on a pair of boots that hurt my feet terribly. I will never order again from DSW. I've been a customer for years. Why say free returns if you charge your customers $8.50? Horrible customer service
17
Dec
Posted by Bay Area Babe
I ordered a pair of flats, 6 wide, in black suede. The pair I received was multi-colored, 7.5 wide. The description on the box did not match its contents. How the wrong pair ended up in the wrong box is beyond me! Returned the item at a DSW store 15 miles away. What a waste of time. Based on the previous comments, DSW has QA issues that need to me addressed now!
12
Dec
11
Dec
Posted by Anonymous
Why would your company not slow down and verify several times they are sending the correct items. Received wrong item for Christmas! What a hassle this is. Now I won't have this as a Christmas present for a loved one, he'll be short an item and I'll have to do extra work on my end bcus someone there didn't do their job right. Smh
10
Dec
Posted by Retail manager
Dishonest and fulse advertising. When purchasing items online it indicates free returns and from reviews I have seen apparently it's not . Also the weekender bag was part of the deal when I made my purchase and I didn't receive it . It was clearly added to my cart and yet i didn't get it . Why advertise gwp (giftwithpurchase)and not honor it to the customers ???? I have been a frequent customer for a long time but not any more .
06
Dec
Posted by Anonymous
Wow DSW! After reading all the comments or complaints that are exactly the same as my complaints, I think it's time to change some things with your service. NO free gift/weekender bag in my order as promised to me. And I will now have to pay $8.50 for the experience of a hassle. Super fun! I tried online shopping this year and this is the icing for my reconsideration.
05
Dec
Posted by gemela82
I ordered boots and they sent me the wrong ones. Now I have to pay $8.50 for a return? What? Called customer service and waited for a long time. Chose the call back option after a while. No one ever called me back. This is very disappointing. I guess I will stick with other websites that have great customer service and take responsibility when they send the wrong item.
02
Dec
Posted by Beynz
Ordered bags to qualify for the free weekender bag. Didn't get any free weekender bags, this happened 2 times in a row. The first time I called for the first WEEKENDERBAG, I was advised they will send me an email when they have it available and replace what I have missed. Nothing... Then second weekender bag I received nothing. I called and was out on hold for like forever. Then I out in my number to be called back. They called me back. They just say sorry, the lady I spoke to said all they can do is to give me $10 certificate for my 2 i a row inconveniences and that was it. It's been days and I checked my account, they have not put any $10 certificate. Their customer service is a joke!!!
01
Dec
Posted by kposey
Ordered a pair of 7.5 size boots online for my daughter. Received one 7.5 boot and one 6.5 boot. Called a local DSW store, and there are no 7.5 size boots in the area to exchange in person. Called customer service about a free exchange through the mail. Waited on the phone for 90 MINUTES to speak to someone, and was disconnected. Called back and tried the option for getting a callback. Been waiting for an hour and no callback so far. I also tried emailing. We'll see what happens. I am LESS THAN IMPRESSED with customer service so far. Two different size boots...really?????
29
Nov
28
Nov
Posted by Msqt1
I purchased a pair of shoes to get the free weekender bag and shoe bag. I received no free gifts. I placed my order online. This is the 2nd time that I've placed an order and not received my free items. I'm very disappointed. Please let me know how I will be compensated. I would like a weekend bag and shoe bag equivalent to the $39.00 value free gift promotion.
28
Nov
25
Nov
21
Nov
20
Nov
Posted by Shoe shopper
I think it is very misleading to state at the top of your online website that DSW offers "FREE RETURNS." This is not true. You order online for the items to be mailed to you and then you have to pay $8.50 to return the items the very same way. Every store allows you to return items to the store for "FREE," so this banner at the top of the website shows that DSW is deliberately misleading customers. Other online sites actually allow customers return items for "FREE" with a FREE shipping label - ZAPPOS, NORDSTROM, AMAZON... it's better to deal with these companies if you might want to return an item such as shoes - which must be tried on, etc., and to deal with a company that is honest in their advertising.
07
Nov
Posted by Kim
I will NEVER shop there again. Paid $80 for a pair of boots on sale and wore 4 hours and the black rubbed off the toe of the boots. Manager at store was not helpful. I was willing to buy a more expensive pair of boots with the money for these credited but said could give me 20% off. Why would I give them more money if they do not back up the quality of their merchandise. I called corporate so we shall see if anything can be done.
04
Nov
Posted by Kelli
Love their selection. There customer service is terrible. Bought 4 pairs of shoes. I had not received coupons for a month and this AM received a 20 percent off. Called and requested a price adjustment was denied. I will be taking them back and buying somewhere else. It's slmost $400 worth of shoes. Not worth it I can head to Macy's or an outlet and be treated better. Very dissappiinted.
29
Oct
Posted by Cc
I purchased 2 shoes online, I thought DSW offered full refund on returns but they charge $8.50 for returns when using their fedex label. I don't live near a DSW location so I can't return to store. Very disappointed that I will be charged $8.50. I won't be purchasing shoes online from DSW again.
17
Oct
Posted by Lkincaid
I will never order from them again. I bought a pair of boots online and the boots were not appealing once I received them. They guarantee a 100% return policy. When I sent them back, unworn & in the same condition I received them, they took a $8.50 fee for returning them. So I pretty much paid DSW $8.50 for nothing. Poor customer service.
11
Oct
Posted by Mija
No one is friendly. Never going back. Bought a pair of boots and worn them once I got to my car they ripped. Went to go exchange them after 2 hour use and the cashier said there isn't anything we can do because you wore them. Paid $100 for them and it's my fault they ripped I don't think sooo. Horrible horrible horrible.
29
Sep
Posted by Anonymous
Never shop here. Wore a pair of shoes for 2 hours. Terribly uncomfortable-merely wanted to get a half size bigger-no refund wanted. Told in no uncertain terms to take a hike. This is after spending $200.I will never spend a dime here ever again and that includes everybody I come in contact with which is quite extensive considering my line of work which ironically is in retail management.
09
Sep
Posted by David
The DSW return policy of "items must not have been worn" is unfair and unreasonable. I bought a pair of Asics Venture 6 trail shoes and wore them for 4 days before trying to return them because they did not perform as advertised by DSW; they hurt my feet and were not comfortable as advertised. The DSW clerk said I could not exchange the shoes because they had been worn, even though they barely showed it. I have bought running shoes from other stores and they have a return policy of 30 to 60 days, worn or not. They understand that shoes don't always work the same on the road as they felt in the store. The stores would just return the shoes back to the manufacturer and get credit. Why doesn't DSW offer this policy? Very disappointed!
04
Sep
Posted by Tissy
I bought a pair of shoes just under a month ago and decided I didn't like how they felt. I read the return policy, but decided to call the store and ask anyway. I had worn them once already. The man who answered may or may not have been the manager, but he said it was fine if I brought them back, so I did. I not only got a full refund, but since I had used my $10 off coupon, they even let me buy something else with the $10. I have never had trouble with their customer service. This was the store in the Sun Center at the corner of Sawmill Road and Rt. 161 in Columbus, OH.
20
Aug
11
Aug
Posted by Anonymous
Two years ago a DSW store employee told me DSW policy provide for a 60 day return policy and convinced me that any shoe returned with receipt and original packaging within 60 days would be refunded. Finally!!! A solution to a closet full of painful uncomfortable shoes. Since then I have exclusively purchased all shoe wear from DSW. This policy set them apart from all of their competitors. What a huge differentiator. When I find a pair of shoes that are comfortable I quickly buy 3 or 4 pair. Just learned today that the store is no longer accepting returns on worn items. Ugh. Why should a customer have to keep a purchase that they can't use? They should at least give you two weeks. I guess the good news is that I can shop anywhere again. Too bad DSW. Girls love shoes. Way to deter their ability to spend money on something we love.
01
Aug
31
Jul
30
Jul
24
Jul
18
Jul
Posted by no DSW fan
The soles came off a pair of shoes I bought for my husband less than 2 months after I purchased them online. Had to order online because he wears a size 16 which aren't readily available in stores. This store basically has a no return policy because who is gonna buy a pair of expensive shoes and not wear them?! I won't buy from this store again.
18
Jul
10
Jul
05
Jul
Posted by Oxana
Bought a pair of shoes at DSW last week specifically looking for COMFORT. I bought the correct size ( they was a flat shoes, like a sandals, they usually comfortable ). Wore them one time for the day. If it feels comfortable in the store after walking around for 10 minutes how am I suppose to know these shoes would do this? Never again shopping at DSW if I can't return shoes with serious construction comfort issues. Department stores carry different brands also but would have accepted the return of these shoes I wore one time after I showing them what they did to my feet. So $50 have to be chalked up to experience. Never again. PS these were not from the clearance rack.
03
Jul
Posted by Rocky
Don't 100% agree with return policy. Bought a pair of shoes at DSW last weekend specifically looking for COMFORT. Found pair of Aerosoles carried by the store. I bought the correct size (some commenters feel we're not intelligent enough to buy the proper shoe size). Wore them ONCE for the day. Good heel comfort but my feet are blistered and cut wherever there were straps. 4 blisters on my left foot and 3 on my right not including cuts from the straps. If it feels comfortable in the store after walking around for 10 minutes how am I suppose to know these shoes would do this? Never again shopping at DSW if I can't return shoes with serious construction comfort issues. Department stores carry different brands also but would have accepted the return of these shoes I wore one time after I showing them what they did to my feet. So $50 have to be chalked up to experience. Never again. PS these were not from the clearance rack.
02
Jul
01
Jul
26
Jun
Posted by Annoyed
I'm curious why we are required to bring our original form of payment for an in-store return. I bought sandals online, didn't like the fit when they arrived, and because my husband works near the closest DSW store, which is about 40 minutes from our house, I asked him to return them for me. They wouldn't accept the return because he didn't have my credit card. I'm guessing even if he DID have it they wouldn't have wanted to do the return, because he obviously isn't me. If I ship the sandals back to return them no physical credit card is required, so why is it required in person?
04
Jun
Posted by Anonymous
Complete incompetence both online and in store. From shipping to receiving your rewards credit back to use for another purchase like they advertise you can!I totally agree with the person that said they're the new "Payless Shoes". Amazon makes them look like preschool on every level!
26
May
Posted by Anonymous
I did not have a good experience returning a crochet sak purse. I was within the 60 days. I was returning it because I used it for 3 days and The strap stretch and the corner of the bag frayed. The manager said I would have to do an exchange. I was not happy and said "ok, I'll take a credit." The clerk said no credit, exchange only. Which meant I had to find something that day. I was not in the mood to shop. I will never shop there again because they were rude and they don't stand behind there product.
15
May
Posted by B
I don't know what these people are even thinking. I love shoes and buy the majority of shoes at DSW. They have all lasted a great amount of time for me. This whole "i only word them a couple times nonsense is an exaggeration and a lie. The company should not have to damage out every pair of shoes that you owned and are now "worn" This is a discounted brand name retail company, and for the value you are getting exceptional quality.
12
May
Posted by Eric
Call to see about returning a pair of boots and found out apparently since I've worn them outside they are no longer returnable I've had this pair of boots for about two-and-a-half 3 months and the hole heel fell apart. I have bought several and I mean several pairs of shoes that are DSW is basically we're at shop for the last two-and-a-half years but with this return policy it will probably be the last.
12
May
09
May
04
May
Posted by Scootz
Still awaiting a PayPal credit for a pair of shoes that were returned. Tracking indicates the shoes were received 4/12/17. First customer service rep said refund should show up in 2-3 business days. Second rep (after they finally answered phone) said Paypal returns could take 30 days. I have a feeling I'll be calling again, but will wait 30 days! Never again!
02
May
17
Apr
16
Apr
15
Apr
Posted by DAM
There has to be no truth to DSW not taking worn shoes back! I purchased a pair of Clarks online and it arrived to me by USPS WORN! I sat at the front door to open this package, the box was crushed, the shoes had dirt and bruises, scratches, crease marks in the front from being worn, evidently over time!!!...I was and am livid!!! I called customer service immediately. I am waiting for my brand NEW pair of shoes to arrive 2business days as promised DSW!
03
Apr
Posted by Renee
Hello I recently bought a brand new pair of heels for a party I used them for while when i started to notice that they were giving me a rash and I wanted to exchange them just for a new pair since I won't be able to use them because of the rash but the sole of the shoes are a little bit worn down and I wanted to know what I can do ?
01
Mar
Posted by Azahner
I bought a pair of adidas the other day, full price. I wore them TWICE and they are already ripping apart! I'm SO mad! Im on my way to return them but now that I'm reading this feedback, I'm realizing they won't take them back worn. That's some BS. I bought them to wear them, they are not right, I should get to return them. I took pictures of them and fully plan on writing to adidas, along with anyone who will listen! GRRR
22
Feb
Posted by Hopingforstorecredit
Hoping for a store credit-box tossed, receipt shredded...LARGE blister on little toe from seam on side of shoe...felt it when I tried it on before purchase but now sorry. Need to be able to wear shoes walking. This never happened before and I have had many shoes for walking.
30
Nov
Posted by Missq
I tried on a pair of boots two different times in store. I walked around the store in them and decided to buy. Spent some time walking around my house and they were great. I finally wore them putt of the house today and an hour into my work day I had to take them off. So uncomfortable, my ankle and legs were even hurting. This was my first purchase and looks like my last. Most Canadian stores are open to returning even if worn but looks like I'm out the money.
27
Nov
30
Oct
07
Oct
Posted by Sara
Bought a pair of black work shoes, they were very comfortable in the store, I even walked around in them for a few minutes. When I tried them at work, an hour after I started my feet started to hurt. I usually have good purchases at dsw but I'm disappointed that I can't return them because of the hour I wore them.
30
Sep
04
Mar
Posted by TDynasty
I also wrk at a shoe store thats y you take the proper steps to make sure your fit like try them on in the store on both feet and walk around for a min you will know if the shoe going to give you problems just like we lose money for purchasing the shoes they lose money when we return so keep in mind stop rushing to buy shoes try them on and get the feel of them its a waste of time for you and the employee DSW is great always find what im lookin for
05
Feb
Posted by Karen
I bought a pair of Guess Knee high boots leather I thought for 150.00 and now there peeling and I really love these boots but after reading comets I see there's no go return policy so I guess lol I'm out of 150
I also love Macy's return policy worn torn damage no receipt .They take good care of there customers
07
Nov
28
Sep
Posted by Anonymous
I agree - Go Macy's when it comes to backing up what you sell. I bought a beautiful pair of shoes for my nephews wedding and the heels are shredded after one day - they were so poorly made the cloth came off the shoes from one event - out 60.00 - I wasn't expecting them to last forever, but I was certainly expecting them to last more then 4 hours.
I agree, DSW has lost my business because of this policy.
Back what you sell!
13
Sep
09
Sep
Posted by Anonymous
Same situation with me, I have a habit of buying shoes and not wearing them right away.
So, three weeks after I purchased some cowboy boots and wore them to a concert and just walked to my car my feet were hurting terribly. Now, after reading this, I don't think that I will either purchase or refer anyone to buy their shoes at DSW.
Macy's department store is AWESOME when it comes to returns.
So long DSW!
17
Aug
08