DSW

I bought a pair of boots for my partner as an anniversary gift in May 2022. They took a while to get to me, but I live in Alaska so that's not unusual. After gifting them we realized that he needed a bigger size, so I contacted DSW for a return shipping label. I took my package to FedEx only to be turned away because the label DSW had sent me was incorrect. I contacted customer service and was assured by the live chat agent that they would amend the error and send a new one right away. An hour later I received an email saying that they cannot process my return because of where I live. Even though they made it here just fine. After getting passed around to a few departments I finally got in touch with a supervisor who told me to use a courier service of my choosing and save the receipt. He told me to email a picture of the receipt with my order number and they would refund 100% of the cost of shipping to my original payment method. I sent that email in June and never heard anything until July when I sent another email and got an automated email response which honestly was better than nothing. But again, more radio silence followed that automated response, so I went back to the live chats got in touch with a supervisor and started another inquiry. She then proceeded to tell me that they would not be able to reimburse the shipping I had paid out of pocket in any other form than a DSW gift card. At this point, as you can imagine, I did not want to give DSW another cent let alone give them another opportunity to waste more of my time. I told her that I didn't want a gift card, I wanted my money back on my card. She said she can't process it that way and it's not until I bring up my prior conversation with the other supervisor that she says that she'll do it. But of course, it's not that simple. After all this time, I still have to call the customer service line to be transferred to the payment department to process my refund. So now that were all caught up, today its August, I have called to get in touch with the payment department twice and still have not been able to connect with anyone who can process my request.

In short, go with any other shoe company go with freaking eBay. Do not spend your money here because even if they do reimburse you, you will never get back the time wasted and the stress caused.

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

Det er altid en fornøjelse at arbejde med dette firma. Jeg vil varmt anbefale det til alle og enhver. Var yderst hjælpsom og ville besvare ethvert spørgsmål, jeg havde, på en hurtig og effektiv måde. Jeg elskede hele processen, og jeg havde ingen problemer med det.

La experiencia general me ha parecido muy profesional. La calidad del producto es mejor de lo esperado.

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