DSW Reviews

I just received a USED pair of Birkenstocks from DSW. The box was smashed and torn, the shoes were just tossed inside, unattached from the cardboard hanger, the bottoms are dirty and even torn from a small rock that was embedded in the sole that I pulled out. This is illegal. You have to disclose that the shoes are worn and used. They sold these to me as new. Not clearance, not on sale. Now I have to waste my time, contacting service, boxing up and returning their mistake. They should NOT be selling used shoes, but I should have known better. This has happened to me a few times before. I have FINALLY learned my lesson and will NOT shop there any longer. Other people need to know about this.

I was treated so poorly at my local Bridgewater store. Apparently as a VIP customer I am now flagged and unable to make returns. I was never warned. I was told to look at the bottom of my last return receipt... They don't give printed receipts in this store. They send an auto email which says nothing about "excessive" returns. I am now stuck with three pairs of shoes, one came in beat up box and look worn, with no way to return.

While trying on shoes at the Firewheel location my 11 year old son ended up with a security sensor tack embedded in his foot. The manager on duty had no clue on how to assist after I requested a formal report be made. A week later 2 calls to corporate I have yet to speak with anyone willing to take responsibility for their negligence. The tack left my son unable to walk for several days. I have asked for a manager then the legal department and still no call. Next step is having my lawyer take over. Totally unacceptable!

Returned a part of unworn crocs with a receipt yesterday. Strap pushed on small toe. I walked for a short time on carpet in my home. Recently had back surgery so it is not easy for me to try shoes on in the store; thus, I bring them home or order them online. No signs of wear noted by the cashier. How is it possible to purchase shoes online without trying them on and know whether they fit or not. You might get lucky or they just may hurt your feet. In the case of one purchase I ordered multiple colors because if you like the one color ordered, by the time you go to order another pair in another color they are out of stock.

Do not buy any shoes from DSW online. When I make a purchase I never know what size will fit best as sizes are differ from one brand to another so I usually order 2 pairs within 1/2 size and size that does not fit I usually return to the store. I do wish they had shoes that I need in the store so I could try them on before buying but most of the time it is not the case. For some reason DSW feels that whatever you bought you need to keep it as they flag my account with making too many returns and when I take it back to the store the return is denied. This is terrible customer service as most of the items are sold online only these days. Their shoes by no means is a bargain and even if I have to pay a little more some place else I will but never again will be DSW customer.

I shopped at the Louisville Paddock location and Tenise was phenomenal!! She was helpful, friendly and a pleasure. I would return to this store even though I live 30 minutes away just because of her - she was great! She's a keeper - promote that girl!

April 2025 1st shipment bought online - Delivery date of the shoe was all off, and confusing on their end and Fedex. They shipped my order from a Returns facility with no packing slip (clearly someone had returned, they decided to re-route to me as a new shoe). Shoe packaging was terrible. I emailed them right away but they lied to reassure me that the shoes were new and unworn. I returned the shoes. May 2025 2nd shipment - once again shipping details were all off. Fedex said the shipping details were incorrect. DSW had shipped it to my old address (5 years old address). They then re-routed it to my current address. Fedex caught this error. The whole company is a mess and how incompetent are the staff?

Ordered timberlands online in black. Sent totally different shoe in wrong size and sent shoes cheaper than I paid for needed for event. Which now I'm having to search elsewhere at last minute. Thanks!!!

RETURN POLICY - watch out.... So in the fall I probably ordered about 7 pairs of boots at once to wear with a specific brown dress. The color was very hard to match. I am also totally into supreme comfort, so I can be hard to please with knee/hip issues... It's my deal. Unfortunately all these had to be returned. Then this April I had a wedding to attending. I was getting dresses from rent the runway.... Orders had not arrived so I had no idea what colors I would need. I ordered a bright silver and a hot pink Vince Camuto to go with black dress. DSW shipped silver, and in ERROR a blue floral in this shoe. So I went to store to resolve, returned the blue floral, reordered the pink and got the black as well... as RTR had lost my dress order and I had to make all new selection.... So at this point not sure what color would work. Black dress arrived, pink shoes looked great.... even though they were so uncomfy/low heel, I kept them.

I made a purchase online because they didn’t have the item in store. I needed this pair of pumps for an event. When I received them they were defective. I contacted customer service through email and waited for a response. I included my receipt and photos. I was told that they would send me out a replacement pair. I waited for an extended amount of time. Then after contacting them again. I was told that the replacement pair never got processed. This is unacceptable. This has been a very time-consuming and disappointing retail experience.

I recently ordered a pair of shoes online and received them in a shredded box that was dirty and falling a part. This seems to be the norm when ordering online with both the condition of the box and many times with the shoes themselves. I attempted to return them at my local DSW shoe store, but was told I was unable to because they were purchased at another store. I explained I ordered them online and had the original packing slip. After 1 hour at the store trying to return them, I went on the online chat for 1/2 hour. The online chat said they would e-mail me a free return Fed Ex label. I never received the label.

DSW sent me USED, STRETCHED-OUT shoes...TWICE!!! And when I brought them to FEDEX to be returned, they charged me $11 so they could pack the shoes & the DSW boxes (even though BOTH of the DSW boxes had the top cut off) in their own box 📦. So...I wasted time ordering online shoes that were NOT NEW, spoke to DSW customer service department 2x, had to go to a FEDEX store to return the USED shoes I paid FULL PRICE for & then spent $ to return them. Needless to say, I am NOT a happy customer! 😡 Do NOT shop here!

Visited the Fair lakes, VA store (4/17/2025) to take advantage of the BOGO 50% offer. This offer clearly states in promotional material that upon purchase of one pair of shoes, another purchased pair would be offered at a 50% discount. My issue:

Service is not good, yes they have a lot of shoes, great selection, but I got a pair of shoes, and they rubbed my skin raw, I tried to take them back and they said nope, we can give you a 20% discount. When a lot of their shoes in the clearance section ARE WORN! Horrible, and I would not recommend them!

I have been a loyal customer but at this point I'm starting to get real upset. As someone who likes to keep her shoes in the boxes it's frustrating when my shoes arrive and the boxes are destroyed. This is the third time!

I have ordered the same pair of shoes, three times. The first pair FedEx said they delivered but I did not receive. The second pair I ordered with customer service was stuck in shipping for four days. Today I called and once again customer service ordered the same pair of shoes. This is totally unacceptable. I will never buy from DSW again. If it’s not in the store, then it’s not for me.

First time buying from DSW website and it was a pain. The shoes arrived 10 days after shipping notice. Came missing a part. Customer service agent Alex said they would arrange for a replacement, and promised a confirmation email and a return label, but I received none. Live chatted them back, and customer service agent Zoe said that there was a replacement being submitted but the shoes were not in stock and they can only refund. I wonder if that's just them not allowing it because I requested to up the size for the replacement and Alex consented. But they can just tell me that, they don't have to ignore a customer and skip sending any follow up about the issue. I then asked Zoe if I will get a full refund, because I shouldn't be paying the $8 for them to ship an incomplete order, nor to return it. Zoe got rude in the process of me clarifying these things, but I chose to ignore it and just inquire the amount being refunded.

I went to the Burnsville MN DSW. The staff seemed to be occupied on our cell phones. I asked for winter work boots and was pointed in a general direction. I asked again. A staff member looked up a pair. The description on the outside of the box said skid resistant weather proof waterproof brand, Wolverine the Wolverine brands that I purchased were Not skidproof or winter boots or water proof as pictured on the outside of the box. I won’t be shopping at dsw again.

On 12/17/24 ordered 2 pairs Birkenstocks as gifts to be shipped to my children in Hawaii.. A shipment that should have taken a few days took over a month.. These shoes did not arrive until 01/15/25. I was so disappointed and angry, they ruined my Christmas gift for my children. All the while DSW continues to text me about their sales.. I have no intention of shopping with this store again. And I will be blocking and further text messages from your advertisement..

I reached out to the corporate office and showed them pictures of the boots and they sent me a new pair of boots (actual new boots) via FedEx next day delivery. I am really happy at how upset Mitchell from corporate seem to be and how fast he acted to send me a new pair next day delivery. Thank you, Mitchell!

Bought 2 egift cards from them some years back & decided to use them since they supposedly don't expire (there's always a catch though as you'll see). Turns out they didn't come with gift card numbers. Ok, no problem. I decided to contact them & get them to send me the numbers. I gave them the order numbers as well. They instead decided to STEAL my money by making some lame excuse that they have no record of this purchase. How does a massive company like DSW not have previous customer records? Seems like a very convenient way to not have to honor past purchases and get around the "gift cards never expire" claim they make.

I love the online selection DSW offers. I wish the options were available in-store in Omaha. No store in this town sells the best of the company’s selections. Anyhow, that’s where the love ends. Their customer service could be improved. When you’re on the phone, it’s some outsourced company where the individuals are difficult to understand. If you chat through the app, it’s a slow process & frustrating. Recently they took away the option to ship online orders into your local store - very inconvenient!! They said it would be back in a week of the option disappearing. They lied! Within the last month & since my last order, they deleted my entire Favorites List. I spend a lot of time perusing their selections, reading reviews & saving my size / color preferences. For them to delete it all is maddening!! This is not the first time it’s happened.

I saw reviews and was skeptical but was completely blown away when the shoes came in. Zero issues. Ordered two pair of Vans for my fiance. Brand new shoes came in right on time at a really good price. I will recommend and continue to use this site.

I ordered a pair of shoes from DSW site because the website said they would arrive the day before I would leave on vacation. I checked the site 3 times a day, wrote numerous emails and called customer service because shoes showed at pickup site from 12/4 to 12/10 which would make it impossible to arrive on time which would be 12/12. After promises from call center differed from emails received from customer service one saying they would arrive on time and the other saying 4 to 10 days AFTER shipment. VERY POOR CUSTOMER SERVICE not to mention lying about delivery date! BUYER BEWARE! This site will not let me SAY I DON'T RECOMMEND TO FAMILY & FRIENDS!

I received my online order in a bag with no lid on the shoe box. When I took out the right shoe it still had the security tag on it. I texted customer service live chat and was able to get a replacement but it was very inconvenient. I would order online somewhere else to not risk it. In store experience and customer service was great

Wow, all these bad reviews. I should have heeded their warning. I'd give them a "0." I purchased a pair of Nike shoes in Jan 2024. Nike offers a 2 year warranty on manufacture defects (from manufacturer date inside the shoe) which is great that a shoe company would do that. Both shoes are squeaking when you walk on any surface. I have a much older pair of the same shoe that are now yard shoes from age and wear that do not squeak so I know it's a defective pair. Anyhow, I went to the DSW store in Woodland Hills CA to exchange the shoes under the Nike warranty. Nike.com spells out the warranty and I spoke to Nike customer service.

Long story, as short as possible, I ordered a pair of shoes to assist with my plantar fasciitis. They sent them to me and they were a little tight. Fine. I called customer service to ask about what I can do to exchange. They told me, and mind you no one speaks good English, told me they will send me a return label that I can print out and they scheduled a FedEx pick up at 10:30 in the morning tomorrow. Then they will send me a larger size that I requested as a replacement.

Used shoes in broken boxes sent TWICE. Once to shoe then the replacement sent to my home also in broken boxes with damaged shoes. If I wanted used shoes I would shop Poshmark. They don't even apologize. Last DSW purchase.

Order two pairs of shoes online with a coupon they sent me. Canceled one pair and charged me full price for the second pair which is more than what two pairs would of cost with the coupon. The whole point of making the purchase was the discount. Won’t be shopping with them anymore.

Avoid shopping this store online! They sent me OBVIOUSLY USED Gola sneakers. Broken in and soles filthy. Seriously? For $90 suede sneakers? Will not be shipping them online again. I tried because of decent in-store experience.

Purchased a pair of shoes 2 weeks ago online and they came used so I went to the store to return them. The following week I ordered a different pair and they again came used. I went to the store to return this pair. I asked the sales associate do you sell used shoes and she said yes. I said but I purchased new. I wasn’t given a choice of new or used. I will never buy shoes there again. How are they allowed to deceive customers like that?

I purchased a pair of Hi Tech Hiking shoes for my husband online because they were not available in the store in his size. I received the order on 6-27 2024, he wore them 4 times to walk the dog. The front toe rubber came away from the rest of the toe on the the 4th day. Went to the store and asked for replacement as the shoes are faulty, was told they would not refund or exchange because they were worn. Called Customer service and was told they couldn't do anything about it because they were worn, I explained that they were faulty and should be exchanged or given credit for a different purchase, they said no but they would give me a $10 credit. Just horrible, horrible customer service, especially in light of faulty manufacturing.

Ordered a pair of Brooks. I received a email stating my order had canceled, with a 20% coupon. Tried to order again, coupon not valid on Brooks. Order a pair Adidas, and received the wrong pair 2 times.

I ordered a new pair of shoes online. When I went to the store to pick up my order, the shoes was worn and returned to the store. How that can happen!!! I'm very disappointed with this, never happen to me before.

After over two months of going back and forth with DSW support, I finally gave up. We are Canadians, and we purchased our daughter's shoes in the LA store during our vacations in CA. Those white shoes started to discolor with the bright orange stains (probably from the inside material) and are basically ruined and useless. The only solution from DSW support was to recommend that we go to the store in LA (4000 km) and talk to the manager.

I was ordering shoes on their website and once I checked the payment method the address was filled up and confirmed automatically. Since it was the wrong address I sent them an email and asked to cancel it or to change the address for delivery. 12 hours later they responded they can cancel it. I asked them to do so and never got any response. So I called the customer service and explained all the situation. I also explained that I'm passing chemotherapy and cannot go 40 miles to receive the order. The answer I got: "There is nothing I can help you put." And then they just hang the phone. Nice communication. Do not buy anything with them. They don't care.

I would not recommend DSW online purchases and returns. I am actively seeking my refund of 156.31 for an in-person return at the local Poughkeepsie store. I was told my refund would be issued within 7 to 10 days back to my original payment method. To date, many emails, phone calls to both DSW and my bank, still no credit to my account. They claim refund was made to bank, bank records show no refund. DSW won't follow the ARN number! I am still trying to get this rectified. DONT PURCHASE FROM DSW.

I have been dealing with customer service for 2 days now. I originally placed a same day pickup order to a location that then cancelled the order. I placed a new order at a different location for same day pick up and the order has said “in process” for 24 hours. I needed the shoes yesterday and they are now telling me that they won’t be here for a week. I am unable to cancel the order as well as the customer service people. I don’t understand why my order was not cancelled when they couldn’t fulfill what I ordered. The chat feature on the website is also a scam. Every time you open it, it waits about 10 seconds then kicks you off and says thank you for chatting. Absolutely terrible store, would not recommend shopping here.

I purchased a slip in boat shoes, and specifically ordered EXTRA WIDE (big feet). When the shoes arrived they were WIDE, not EXTRA WIDE. I called customer support, they sent me a return label and said they will reship. The replacement pair arrived, AGAIN! WIDE not EXTRA WIDE. I went through the same process and a THIRD pair arrived AGAIN, WIDE. I called and said to just refund me the purchase price. The one thing that I noticed is that on the return label they used "TOO SMALL" as the return reason.. not "WE SHIPPED THE WRONG SIZE". I purchased from shoes.com for many years without issues.. It seems that when they became DSW they fired all the competent employees and kept the cheap ones. I will never buy from these guys again.

Just bought a pair of sneakers from DSW yesterday and haven't even worn them yet, they are supposed to go with an outfit for my 40th birthday dinner Friday. I looked at the bottoms of the soles. They are dirty and scuff mark on the back of the one shoe. I haven't bought shoes in person since pre COVID and highly disappointed with the quality of the product for the price.