Tora M.

I've been shopping at DSW not for too long. I like the variety of products and the reasonable prices, however, my recent experience is such a turn off that I don't think I'd want to go back again. I had an order placed on 5/12 for 3 bags (one is free as a promotion), I actually placed the order because I like the free tote that they promote. Out of the 3 items, I received one on 5/16 but never received the other two. According to the tracking, the other two were delivered on 5/20 close to 8 pm and it was a Saturday. I was home at the time, no one rang the bell and when I went out on Sunday, nothing. I shop online almost for everything and 99% of the time I received my packages and I live in a building.

Anyway, things happened. I tried calling customer service Sunday, after more than 30 minutes of wait, I gave up; I tried clicking the "online chat" on DSW's website, it ended as soon as it initiated; I tried emailing the customer service, did not get a response until 3 days later which by then I had already spoken with a representative. I tried calling on Monday, two calls during the day, both more than 10 minutes wait time, couldn't wait any longer since I was at work. I tried at night again, after 25 minutes, a representative finally came to line. Not sure if DSW computer system is super slow or what, it seems to take them forever to load any information, the call took probably 10 minutes just for him to tell me that I need to wait 10 business days (because its shipping takes 5-10 business days) to make sure I did not get the package and call again on or after 5/26 (10 business days after 5/16 the shipping date). I was frustrated but I said okay, I didn't want to give the representative a hard time, not his fault.

I called today on 5/27, again more than 30 minutes of wait time. When I finally spoke to a representative, the call also took long because it was taking forever for the representative to pull up my information. The representative initially suggested that it's not 10 business days yet from 5/20 (the day that items were delivered according to tracking), I told her that the 10 business days they told me to wait is the max delivery time for the shipping and you don't count from the day that they items were delivered! She did not get it, but I got frustrated, I said I wouldn't mind waiting another few days and call again had the wait time not been more than 5 minutes, which is true. I don't mind calling again if the wait time wasn't this horrible. I finally got my refund and she gave me some reward points as a courtesy but whatever, I will never want to go through this again. I placed the order because I like the free tote, I fell for their promo even knowing it's marketing strategy, but then I wasted my time and being stressed for nothing. At the end, I did not get my free tote and the other bag that I ordered which I like better and the only item that I received I will have to go to the store to return. I have to say though, the customer service representatives that I spoke to were not the best, but weren't bad, I wouldn't say they were very friendly, they weren't very rude per se, although this lady asked me for my phone number and rewards number, then my email to look up my information before asking my name (for verification only). The biggest problem that they were the slowest ever, no efficiency whatsoever but that probably has more to do with the company's procedure or system, and no wonder each call takes more than 30 minutes!

I'd avoid any possible human interactions if things can be done digitally to be honest. Customer service is just always a negative experience more than 50% of the time. I have a lot of places to shop from online, the only advantage that DSW has is that I can return items to the store, but even the store staff aren't that friendly most of the time. I will not boycott DSW just because of this but I definitely don't want to go back again.