ComplaintsforShoe Carnival, Inc.
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Complaint Details
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Initial Complaint
01/06/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned an item through Fed Ex the company received my merchandise and sent me an email. I never heard from them again when I called they said when they tried to refund my payment it was declined. So they held on to my payment they cannot return my payment to me by cash they have to give it to me in the same form so they may not be able to give me my payment. Then the lady tried to accuse me of returning the shoes in the store and getting a cash refund. There are no shoe Carnivals in California. I just want them to return my money.Business response
01/21/2022
Business Response We apologize for the delay in refunding your return. As soon as we were made aware of the refund issue (on 1/6/22) it was sent to the internal team that handles our order management system. The refund was manually processed and was sent to your financial institution on 1/7/22 At @ 3am Central Standard Time (see attachment). We have found and reviewed the case for your contact and apologize for any misunderstanding regarding the question about if the item was returned one of our stores. There seems to have been some confusion with the return of an item to another retailer that there was a in person return to, but that was not Shoe Carnival. This is understandable given we have just come out of a hectic shopping season. Thank you for patience and for being a Shoe Carnival Customer.Initial Complaint
12/26/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I had placed an order online on Shoe Carnival's website for $60.00 converse on December 12th. The total ended up being $72.71. I was then charged this amount on December 15th. However, the order number I was given can not be found on any tracking website. Why can no one find my package if I've been charged and not refunded this money? I think I've been scammed and if I don't get the shoes, then I would just like the $72.71 back. Ruined my Christmas gift because it never arrived.Business response
01/10/2022
Business Response We apologize that you did not receive your order. According to the tracking it was out for delivery on 12/16/21 and is currently pending delivery (see link below). https://www.fedex.com/fedextrack/?trknbr=XXXXXXXXXXXXXXXXXXXXXX&trkqual=XXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXX **** We were made aware of the issue via email on 12/26/21. On 12/27/21 there was a refund issued on the order (see attachments 1 ). You will see 2 separate credits, one for the price of the shoes and one for the shipping. Depending on your financial institution you should see the credits reflected in your account in 3 to 5 business days. Thank you for you patience and understanding.Initial Complaint
12/01/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Placed order online. Immediately noticed I ordered the wrong item. Called to cancel order and was told order was too new in their system and not available to cancel yet and I should try back in a few hours. Called back again after a few hours and was told it was too late to cancel as the order was in process. Item has not shipped. It does not seem like you are able to cancel orders with this company. If order has not shipped I should be able to cancel, especially within 3 hours of placing the order. Their online cancellation policy is dishonest and wholly inaccurate. I want my order cancelled. Order# XXXXXXXXXBusiness response
01/03/2022
Business Response We apologize for the confusion on your order. We make every attempt to cancel an order if requested. If the order is not yet in the system, or has already processed past a certain point we are unable to cancel the order. It seems like yours was caught between these 2 scenarios. According to the tracking on your order it was delivered on 12/4/21. If you would like to return the order for a refund, please let us know and we can email a pre-paid return label to the email address on the order. Thank you for your understanding and for being a Shoe Carnival Customer.Initial Complaint
11/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I place a order for a pair of boots and a pair of shoe on Saturday I put my card information in and it said check my billing address I didn't want my shoes delivered to my home because people steal my things so I got it delivered to another address which shouldn't be a problem..so I put my information back in and pressed the payment button it still said check the billing address I looked at my phone to check my balance and they doubled charged me but was lying like my payment didn't go threw on the website I honestly need help I'm fed up I need my refund for one of the orders that was 90 dollars I haven't got a tracking number yet nothing has been sent to my email to let me no Yes I did purchase these shoes. it all feel so wrong I desperately need to no what to do from here on out someone please help me sosBusiness response
01/03/2022
Business Response We apologize for the issues you had attempting to place an order. We have found 3 failed orders in our system with your information. The first 2 failed the address verification and the authorization holds were reversed (attachments 1 & 2). The third attempt failed for insufficient funds (attachment 3) so there was not an authorization hold to reverse. If you would like the items you were trying to order you would need to place a new order. If doing so, please verify the address information matches what is on file with your financial institution. Thank you for your patience and understanding.Initial Complaint
11/18/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On Nov. 16th I ordered a pair of boots for my daughter order number XXXXXXXXX for pick up at **** S **** Street in ********** WI. The next day I went to go pick them up at around 11:37 am the located and the male associate was unable to view my order. He requested the help of ****** who she advised me she is the store manager and my order was canceled, however she did not type any information into her system she just looked at my email and said "oh I canceled that order". I asked her when and she said at 10:00 a.m., I advised her that I have not received an cancellation email or phone call to advise of the cancelled order. I asked for some type of proof of refund due to the cancel order she advised me that she can't give me any information the system does not work like that. ****** then advised me that the item was placed on reserve for an employee and they can hold items for 2 weeks until they get paid. She did not try to troubleshoot the problem or anything, so I requested the corporate office phone number, but she gave me the customer service phone number instead. I called customer service to find out what happened to my order and I was told by two different reps that ****** actually placed my order on back order and reserved the item for someone else. I advised ****** of what I learned that she actually placed my shoes on backorder she denied it, however the system shows that information and that is why I never received an email returning my funds. ****** couldn't provide a reason as to why she would have done this and also explained they did have two pairs of boots to come in, but employees can hold items and they are in the manager's office right now. I eventually called to customer service to cancel my order myself and unfortunately I have to wait to get my funds for an item that is actually in the store but is being held by employee that is waiting on payday (per ******) to purchase them. ****** advised me that this is shoe carnival policy.Business response
12/10/2021
Business Response I have spoke with our customer service department in regards to the customer issue with in-store pick up order. The order was cancelled. Once an order is cancelled it is placed in back order status automatically until it's actually been cancelled through the system. The hold was released on the 17th and funds available to the customer. I've attached the history provided by customer service. I have sent ***** an email, apologizing for the issue and told him to come in and speak with the manager and we will take care of him on his next purchase. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The fact that it was not cancelled until I cancelled it was the major issue. I spoke to two different representatives that advised me that it was not in fact cancelled but placed on back order but nonetheless why wasn't I notified of this? I didn't get an email of cancellation or order being placed on back order until I requested the item to be cancelled. What is also disturbing is that there is no accountability if in fact that employees can hold items for purchase for 2 weeks until they get paid per your manager ****** then we (customers) should be aware of that. The issue is there were two pair of boots in the store but was held for employees so my item was placed on back order, holding my funds without notifying me is bad business. It appears to me that you are hiding the fact that your employee made a bad decision and placed his/her needs over the customer. As I replied to you before why would I want to patronize your organization if this is your policy? Also per your representatives the funds are refund within 3-5 business days which I understand is normal so unfortunately the funds are not available to me. I never told you I had access to the funds so I guess I am not sure why you would say the funds are available to me. What I think is missing is that whatever the situation of back order or cancellation an email was NEVER sent to notify me of my order. Your assistant store manager ****** didn't even know and couldn't provide me with any proof that my order was cancelled when she said it was cancelled, she didn't even know about how refunds works when I asked m. Because of the lack of knowledge regarding my funds is why I called customer service and that is when I was notified my order was placed on back order so therefore a refund would have not been requested at that time. It is now 11/22/21 and I have yet to receive my funds. The fact I had to do the footwork of finding out what happened to my order and my funds is what you are also missing. Your manager didn't try to trouble shoot the issue she basically brushed me off. Nonetheless, no apologies needed but being accountable is lacking to say the least. Business Response We are truly sorry for your experience in our store. We have coached all associates involved on how to handle a situation like this going forward. See attached documentation from my 1st email, on when the hold was released, you will not actually see a credit to your account, the amount will just go away. Your bank will be the one that takes care of that. Again, sorry for your experience.
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Contact Information
Customer Complaints Summary
67 total complaints in the last 3 years.
26 complaints closed in the last 12 months.