"I gotta start by saying the positive: having emailed DSW regarding a defective product I purchased from them online, they got back to me extremely quick! Sometimes even just a few hours later! Bravo to them on their fantastic promptness! But be warned - each response was from a different representative (at least 6 or 7 in my case), which meant each response was completely different. Their initial response was most helpful, but after that, every response to follow had a different answer, and in the end, their answers went from "Yes, we'd be happy to help you" to "We can't help you at all." It was beyond ridiculous. Almost comical, in fact. I eventually gave up - too much unnecessary stress and a complete waste of my time. Should you need to contact DSW customer service, you might be better off doing so over the phone or in person.
Be weary of DSW return policies - even when their products (defective or otherwise) damage within a fairly short time frame, DSW will be anything but accommodating. They may initially seem like they want to help you, but in the end, you may be disappointed. Any empathy or understanding on their part is all a facade. Shoes should last longer than four months, especially when they cost $60.00. Take your business elsewhere."
"I went there to purchase a few pairs of shoes and I actually found them. When I went to the register to purchase them, I asked the cashier a simple question as to whether I could have a raincheck on the free bags they were offering since they ran out of them. Suddenly the manager who was not even part of the conversation and was standing behind the cashier doing something else comes to the counter and rudely takes the coupon for the free bag from me and patronizingly points to the dates on the back and tells me: “You have to look at the dates! Do you see these dates!? When you get these coupons look at the dates! Do you see March 2 to March 5? So look at the dates next time you get these!” I was so shocked I didn’t know what to say. I was going to let it go, pay for the shoes and leave, until I saw a small defect on one of the pairs and asked if I could get 10% off for that pair. Again, Lindsey interjected and quite rudely said there is nothing wrong with them! You don’t get anything for that! At this point I have had it with her rudeness and attitude. I left the shoes and walked out. This woman does not deserve to be a manager. She has absolutely no people skills. She is rude, unwelcoming, and patronizing. I will never go back to this DSW again. "
"Bought a pair of boots I used 4-6 times and walked less than half a kilometer in before they started breaking down while still brand new. They suggested the damage was intentional and offered a 10% discount even after seeing the pictures. If you want **** poor product and even worse service now you know where to get it."
"After 19 yes nineteen days my order is still in process on DSW site. They charged to my credit card but never shipped it. "
"I placed an order. Received a confirmation saying it would be delivered to the DSW in my city. Two weeks later I find that my accounts default stare was changed to Texas which is no where near where I live. Called customer service and they said my order may be lost in transit. I call the store in town, and they can't cancel the order until it arrives........ "
"As with every other review, their customer support is nonexistent. It's understandable why they are struggling financially and not because of covid or the floods in the Fraser Valley of BC. I ordered 2 pairs of boots on December 1 with free 4-day shipping. It is now the 11th and my order still shows as "in process". During this time my shoes have gone on sale but there is "nothing they can do". I would have to cancel my current order and reorder. Calling is useless. I spoke with someone who does not speak English (or French for that matter) who could careless that my order was missing. I NEED THE BOOTS NOW FOR ALL THE RAIN WE ARE HAVING! Last time I order on line and perhaps with this experience, in store. "
"DSW is one of the best companies to order from online. Their customer service department is one of the best around! Highly recommend! "
"I am extremely frustrated with DSW. I placed an order on 11/30/20 and still hadn't received it. So, on 12/21, I contact the DSW chat feature and the rep tells me that my item was lost in transit. So my question is, why didn’t someone from DSW contact me regarding this? Makes me wonder that if I did not make contact first, would I have lost my money. That leaves such a bitter taste in my mouth. Transparency is so important to me. When I spoke with the rep, he showed no empathy, compassion, or remorse. The attitude was like "NEXT on to the next person." Then I ask to speak to a supervisor and the rep complains that his boss is busy and that he will only tell me the same thing. He kept me on the chat for over 45 min telling me to hold because his boss was still busy. I am sorry but if there is a customer who wants to speak to a manager then they should make every attempt to chat with that person in a timely manner. I will NEVER shop DSW again and I will make it publicly known on social media sadly enough.
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"I ordered 5 pairs of shoes online and returned 3 for an exchange for size. DSW responded to my emails generically and never addressed the fact that they deducted the shipping fee for each pair AND kept my money for the 3rd pair of shoes. An exchanged is free of shipping charge. Though I asked for an "exchange", DSW instead charged me for the "return" shipping of each pair and refused to refund my money for the 3rd pair of shoes. Though I had proof of the exchange forms I enclosed with each pair of shoes, DSW lied stating I didn't fill out the forms. I had proof I returned each pair via UPS. DSW KEPT MY MONEY AFTER I RETURNED THE BOOTS & HAS ZERO CUSTOMER SERVICE!!"
"I purchased one pair of in stock shoes. It took 2 weeks just to shop. The shipping has taken over 2 weeks. No answers to 3 emails. When I finally got a human, her English was so heavily accented that it was difficult to understand her. She also gave me an incorrect shipping numbers. The package has been back and forth between 2 cities numerous times. There wa one delivery date after another. Do not shop DSW online. "
"Order shoes online for pickup. Never got notice to get them. My wife goes to the store and picks up the shoes inside and shows them where I ordered online. They don't have my online order ready, but she has the shoes in her hand. Tell her that she has to buy them and cancel the online order. No problem. She purchases them and I live chat to cancel. They tell me we are too far into the order to cancel. Huh? You don't have them ready for pickup even though my wife has them in her hand. Force her to purchase a second pair instead of processing the order? Wow. Clearly I am not coming to pick them up. I already have them. Just incompetence on every level Cancel the damn order. Regardless. I will NEVER come back to this company. There is a reason there are so many bad reviews. They clearly don't give a damn. "
"So many shoes to choose from. I love shopping and browsing around for bargains. I admit sometimes it is hard to find my size but this is a discount shoe store."
"I'm not the biggest fan of buying clothes/shoes online, but they have a great exchange policy. When I ended up needing to exchange my order for a different color, the exchange went exactly as described, without any problems. I used their return form and label and sent it in. A few days after receiving the item, they refunded me, processed the return, and sent the new item out. There must have been a sale going on, because they even charged me less than what I had originally paid for that same item! Plus I think they used 2-3 day shipping on the return which was a second pleasant surprise because the original item took a while to arrive due to COVID-19 delays. Color me impressed."
"Ordered online and the wrong shoe arrive. Took a chance and ordered another pair because they gave me a $10 reward. Well, guess what the wrong shoe was delivered again. When I called to
complain, the rep treated me as if it was my fault. Never again! This company ****!"
"I purchased some bootie shoes in Mid Oct 2019 when I was on a trip in Colorado, I live in ND. Wore these a handful of times and the entire heel on one has caved in. They will not accept return unless I take back to the store.. nearest one to me is 3 hours away!! Ridiculous! "