DSW Customer Service

OMG, the worst experience ever. The Babylon , NY store had more loopholes about discounts and promotions and coupons. The "Manager" was more interested in a power struggle with a 70 year old woman than showing any respect or courtesy. She should be fired and go to law school so she can put her double talk and loopholes where she could make more money.

Horrible customer service I placed a order on 11/28/2023 today is 12/11/2023 and I still have not received my order I called customer service tge representative was speaking broken English I couldn't understand him clearly very loud background I just ended the call I will never do business with this company ever again!

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.

On 9/27/23 at 10:20am I went to the DSW store in Pasadena California. I use to work retail for over 15 years and wanted to go in earlier to get better service. As I walked in to the store there were no customers in the store. I observed one person in the cashier whos name is Marcela and a young male bringing out stock in the clearance section. No one greeting me. I usually purchase online due to bad customer service at in store. I wanted to purchase short brown booties which I did not find any for work. I walked towards the Keds section and found the double decker black leather in 8 ½ but I needed a size 9. As I walked to the register with the 8 ½ on hand, there was an employee the register named Marcella. As I approached the employee Marcella (who was the only one in the register) I asked if she can help and look for a size 9. Marcella stated "no the other cashier can help you" and I looked and no one else was around. So I said I will continue to look around. Never once Marcella apologized or greeted me. I went back to the register and this time there was another cashier who was helping two older women. Marcella then stated she can help me, I asked her if she can check if there is a size 9. She said no one has a size 9. I asked if she can validate my parking ticket, Marcella responded "no you need to buy something." So this whole time I was at the store and she could have helped me form the beginning and she was not helping anyone else, I still had to pay for validation. Marcella did not want to accommodate since she obviously seemed unhappy and had a bad attitude. I love Pasadena and I will never shop at the DSW store again. I will shop online and never go into the store. I believe the employee name was spelled Marcela or Marcella.

The store policy for returns frustrated me. First of all my orders from my store purchase wasn't in my list of orders. But the return policy, I returned my shoes, well tried to return my shoes we started it, then came the question of if I had the physical card with me I told the cashier that I did not have the card because it was lost. I've never had an issue normally it was always put back on the card I used to purchase. I'm in the process of getting a new card, even when I get my new card it still will not be the same card number so I cannot do my return regardless that's a problem I have.

Poor experience trying to make a return , will be pursing legal avenues on dsw

I was so frustrated with my last visit to your fort Myers store.
I bought a pair of shoes and the lady checking me out and she huffed and puffed about just about being off work, she quickly scanned my shoes and said couldn't figure out the coupon and then said I hope that works out for you" I had to return the shoes so I could use the coupon. I stood in line and waited and waited and I had to ask to call the manager up. No response. I went and found the manager and asked her to come help us five customers.

DSW has the worse customer services I don't recommend buying from them !! They are so rude and do not listen at all

Zero accountability. 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 piss poor product and even worse service now you know where to get it.

Was charged $75.00 for an item that I never ordered!! Ordered Aerosoles on line through DSW. A packing slip for a different shoe and with a different order number was put in my shoe box as well; it was charged to my Visa card and when I called DSW they refused to pay for this error even though it happened under their operation!!! Disgraceful Company!!!!!!!!

I ordered a pair of Ugg boots and they sent me one boot. Totally unacceptable. I will not order again from here

The Shopping Bag is a total shitshow, and the Cyber CEO should be fired.
The Cyber Monday states 35% off the website, but when 20 odd shoes were added on it only came to 15%.

Apparently IF you hover over, somewhere over, the 35% promo an invisible i becomes visible and 50 odd names in VERY SMALL lettering appears.

With 20 0dd shoes it was better to abandon the whole list then go back and individually delete and add them on to see which ones qualified.

So not only did the shopping list not display which ones received or did not receive the discount, when you try to open a new tab from the shopping cart - if you want to attempt to try and figure the cost out, it doesn't allow it.

They could not make it more insidious, nor more difficult.

Shame, I had my entire family hooked on DSW and they wait for me to remind them to shop.

After the complete waste of time, well adieu.

I just had a terribly rude customer service asscociate at the enfield CT DSW, I was purchasing boots, the total was $90.39, I handed the associate a $100 bill, then let her know I had the .39, gave it to her and she handed me back $9, I said very politely that she owed me one more dollar, she responded "no I don't" I explained the total to her and why she owed me the $10. She then said actually I don't owe you $10 the change was .61 not .39. I have her additional change. She was rude and dismissive but gave me the $10. When I got to the car I checked my slip, she had been looking at the change I should've revived with an incorrect total instead of the total purchase amount. It's not a big deal it was just that she was so rude, dismissive and didn't even apologize for looking at the wrong total. I'm in customer service and it is my job to give exceptional customer service. I thought it was her as well. Very poor experience. I won't be back. It was store #2596 associate #306170.

I was in a dsw store heading towards Orlando about 1 week ago ( across from the ranger outlets, on 95). The store had a sign that the unvaccinated need to wear masks in order to curb the spread of Covid. If your store is going to spread "science" then keep up with it! Go to the cdc website and read. They finally figured out that vaccinated or not, you will get Covid. They state that the guidance is the same for vaccinated or not!
Btw, I hope you are making your employees take booster shots for polo and small pockets! I will not be shopping at your stores again.

Call your local store before taking coupon to see if the brand you are interested in qualifies. I got to the check out with a pair of Brooks sneakers and guess what, that brand does not qualify for the coupon. Same thing happened to the shopper in front of me. The clerk showed me the list of brands that don't qualify for the coupon. Must have been 50. This is called "bait and switch". Such BS. They lost me as a customer.

Wore shoes for 2 hours didn't like them, tried to return they said they were "worn" first of all i have to try them out and it didn't work out... never shopping there again

I recently moved to another city in Florida and went into the DSW website and changed my personal mailing address and phone number and saved the information. Then I decided not to order. The next day I went back into DSW website and chose 3 pairs of sandals in my difficult size 9.5 wide. Most websites retain the customers information when it has been updated but not DSW website. Unbeknown to me I placed my order. Several days later I received an email saying my shoes were ready for pickup at the store in the city 5 hours away where I used to live. DSW website does not hold information updates that customers input. I am highly pissed with your customer service ppl as they did not comprehend what I was saying to them. They kept saying I chose the wrong store. Anyway please have your IT ppl fix the bugs in your website so that it will save information your customers input and hopefully no one else will have to go thru this. Your supervisor Jennifer is a waste of time as she lies to customers just to get them off the phone and move on. She lied to me and I lost a pair of shoes because of her incompetence. There is something to be said for not outsourcing jobs. workers instead.

Ordered my regular size online,upon receiving the correct size these shoes were more than 2 sizes too big.So I went to FedEx to return,which cost me $4 and I'm told it can take up to 2 weeks to get my refund and I'll be charged $8 shipping fee?which I thought I just paid at FedEx. Same order got sent the wrong sunglasses and says cannot be returned
Wtf? They sent me the wrong ones,I can prove they are not the ones I ordered, but now I'm out $15 on those plus $12 shipping for the shoes. It's costing me more money than it's all worth. Up til now I've always had a decent shopping experience with this company but I am very unhappy currently

I made a purchase partially online and in store because I saw that it came with a free weekender bag with a purchase of $49.99. The day after I placed this order I received an email that my order had shipped, this being the 14th of March. I then informed two other people to place orders to receive this bag and they did. One in NY, and the other in Georgia and I'm here in Texas and haven't received mine and it's the 19th of March. I called DSW on the 17th of March when I saw that there was no progress of the shipment and the chat representative basically blew me off but stated that they'd give me a 100 points and no this didn't happen. I didn't make a big deal about it because I didn't really care but the conversation that I had today with a supervisor really upset me! FedEx stayed that they never received an item just a notification for a shipping label and advised me to call DSW and let them know. Long story short she/supervisor offered me a $25 credit that's BS considering the amount of money that I spend here! Placed me on a long hold to come back and offer this to a so called Elite VIP customer who by the way NEVER get my packages 2- day shipping! Canceling this account and will get shoes from the actual stores or shoe manufacturer website. I cannot deal with this sub-prime customer service.

I'm an Elite customer and I have been "blacklisted" for excessive returns. Even with my returns, I'm still at Elite status.

I cannot return anything to the store for six months. I never received an email, letter, text or even a warning at the store. This is pure BS. Don't think I'll shop there ever again.

TERRIBLE COMPANY. Should have checked out the public comments before doing business with them. I purchased two pair of Timberland hiking boots, wore one pair for two days with pain in my left foot at the end of each day. Couldn't figure out what was going on so I removed the foot bed lining and discovered ripples in the base material in the heel location. Clearly a manufacturing defect, checked the other pair same defect under right heel. DSW would only let me return the unworn pair. "BUYER BEWARE" OF TIMBERLAND AND DSW

I don't get it I bought boots from DSW. Wore then to work and home, 3 times. There falling apart. Now I find out they can't be returned. No wonder they don't print there policy on the receipt. That's so sneaky. Will never ever buy anything from such a disreputable company.

Not going to pay $ to chat!! Received the wrong item. Cannot get through to Customer Service! Ordered the exact item I wanted ai Amazon with free shipping! Will return wrong item and expect prompt refund!

TERRIBLE customer service. Placed a curbside pickup order which they didn't fill in the guaranteed 2 hour timeframe, and I know things are understaffed so I waited and waited at another store. Finally went over there and they had decided to shut down an hour early without updating their hours or shutting off their curbside option. I showed the manager my phone with my online order so she didn't think I was trying to come in to shop (in all fairness, that WOULD be annoying and I'm sure it happens a lot!) but instead of even saying "hey I'm sorry, we couldn't fill your order so it will have to be canceled," The manager looks at me through the door and laughs. At this point, I just want to know if my order is going to be canceled since it wasn't fulfilled (and yet $200 has already been drawn from my account) and so I call. She answers and hangs up the phone without saying anything. Guess you're only going to get a job as professional as you are willing to be which is why you work at DSW, but man... what a witch! Lol

Shoes are lovely. Too uncomfortable over the toe of my left foot. My feet are not exactly the same length - which I believe most people have this same issue. I also have been wearing Michael Kohns mocassion type flats and these are not as soft and comfortable.

Shopped At Store In Oakbrook Il On 22nd St. 1/26/24. Excellent Customer Service By A Young Lady Named Tyra. She Went Above And Beyond! What A Great Experience.

I want to give a praise report about Reina, the sales representative at the DSW located on 125th Street, store number: 29414.
I came in to return some shoes that I had received that day because they were to big. The store did not have the sandal but I did end up finding another shoe. I brought both of the sandals to the rep (Reina) who assisted me with my return and new purchase. I used Afterpay to purchase the sandals online. Unfortunately, I was not able to get it to work properly in the store. Reina kept assuring me that I was ok because my transaction wasn't going through. She asked to see my phone was able to show me exactly what to press and viola, purchase/return made. While at the same time she was able to reorder my sandals and had them sent to my house. I truly appreciated her assistance, patience and kindness. I wish there were more Reinas in the customer service field. Kudos to DSW for hiring such a a great worker!

Annie the customer service representative at the 1-866-DSW-SHOES number is the best rep ever! I placed in order online with a $30 discount off a $55 pair of sandals to be picked up at 1 of the DSW stores. I then received an email stating at no fault of my own but on their end, unfortunately they needed to cancel the order, but they offered me a 20% discount on my next purchase... The problem is the 20% off doesn't nearly equate to the $30 discount I received. Immediately I knew what the problem was. The store I ordered the shoes from obviously did not have it in the store.. So I called customer service and got the pleasure to speak with Annie. I explained my situation And told her how there should have been another option of either sending me the shoes from them or offering another store for a pick up.. Annie quickly rectified the situation by offering me the same discounts and sending me the shoes 2 day express Shipping at no extra cost to me.. Nothing is better than when you have an issue and somebody quickly takes care of the problem. Thank you Annie you made my day.

Used PayPal for an online purchase. While returning the item, your rep made a big stink because they did not understand how PayPal works. This rep thought I should be using a PayPal credit card. I use PayPal not a PayPal credit card. Please inform you reps of this fact so my future returns, if any, can go smoothly.

I ordered boots and a purse online. The boots didn't fit, and they sent me the wrong purse. I returned both to the store with no problems. The staff at the SF union square store was friendly and helpful.

DSW :34th store employees reached a new level of customer service on October 23rd. I put on the new shoes I selected, put the old shoes in the new shoe box and continued looking at shoes. I put down the box and couldn't find it 5 minutes later. Female staffer commiserated helped me look, then got on her radio. She got security to review their tape, they identified roughly where the missing box was and found my old shoes. Best customer service transaction for me lifetime, or since 2936. P. Bolton

Judy Roberts at 29239 Durham DSW is awesome! She gives professional and patient service with a smile and goes above and beyond to make sure the customer is satisfied and can use all the coupons!

I had a wonderful experience at the DSW at Boca Raton Florida DSW 29107 the manager and associate Lissa and Lynn were so wonderful. I used to be in retail for 20 years and I can tell when service is awesome !

I bought a pair of boots last week and asked to put them in my own bag instead of taking a box home. Upon trying them on again at home, I realized how uncomfortable they were and needed to return them. The policy states that the original packaging is needed to make a return. After reading several reviews about returns and exchanges at DSW, I was anticipating a frustrating situation and that I would be denied the return, but when I got to my local DSW the girl helped me out immediately, processed my return, and made it a really great experience! I was pleasantly surprised at how easy she made it and was grateful for such wonderful customer service.

I was totally pleased. I purchased a pair of shoes for my 5 year old grandson. After a week the seams were coming apart. Took them back to the store after 2 weeks from purchase without a receipt and showed them to the DSW clerk. They gave me a full refund back to my CC. Great service, the shoes were defective and they took care of it.

I've been devoted DSW customer for many years now. I have to confess, I'm a shoe addict - and I love to shop at DSW, as there is always a great shoes selection, awesome clearance and easy return policy if you need to return an item.
Last time when I shopped at DSW in Saugus MA on Monday, April 2nd, I met Kaitlin, the customer service person. I was extremely satisfied with her professionalism and ability to help me out with all my questions.She was very knowledgeable, helpful, attentive and friendly.
I received the best customer experience at DSW by Kaitlin, as I was really impressed by her and pleased.
I would like the management to recognize her for the great customer service she provides on behalf of the DSW staff.
Just to add, the store manager that evening was Ryan, who also was very nice and helpful.
I will definitely return to that store soon, for more shopping, and hope Kaitlin and Ryan are there!

Dec. 3rd at 4:43pm I called DSW The Coustomer service associate that came to my rescue was Kate! She was working in Columbus,Ohio this evening. Kate is a tremendously smart and caring professional! Kate listened to all of the unproffesional mistakes that had been made during my purchase (that had gone dreadfully wrong at the Pleasant Hill store in Ca. 11/16/17 at 6:12pm. The worst part is the security lock is still on the beautiful boots I purchased for $135.99! I had begged the manager to see if she could locate the boot I purchased in a size 9! The manager assured me that she searched all of the DSW inventory. She assured me there wasn't a pair! As it turns out there are a few pairs! Now nearly a month later Kate has made that sale! Kate provided me with what I had requested! Kate made that happen very efficiently! DSW would be much more effective if all of your employees were as efficient and caring as Kate! I do not know Kate this review is honest and not fake!

I would love to make a wonderful recommendation for the most lovely saleswoman that I spoke to today. Somehow I got cut off before I could answer any questions after my purchase. Her name is Beatrice Williams and I sincerely hope that the proper eyes see this!!! Please thank her for me!!!!! Deborah C.

Recently shopped at DSW Park Meadows store. Found a leather walking shoe, but the box had mixed sizes we needed 6 1/2 and the box had a 61/2 and a 6 inside. Keith came to our rescue and four the other 61/2 shoe after searching through the size 6's and 61/2,\'s.
Thank you Keith!!

Rachel at Dublin store was super. She located the several different pairs of shoes I wanted and checked on line for other colors available. It was like having my own personal shopper

I was @ store # 29554 on July 9 2016. Shop @ the Fox in Johnsberg,Il. An associate name Cassie was very very helpful and kind! Haley also was helpful. I had the best experience, That will be my favorite shoe store to go to!

Latoya Of Tuscaloosa, Alabama, Gave Me Exceptional Service Today. She's A Gem And A True Professional.

Brian the Manager at the Watching mall handled my situation with pleasant professionalism. The best customer service. Thank you Brian and team

Torell from store was very helpful in finding what I was looking for. Torell was extremely friendly and a pleasure to work with. I will be back for sure.

I reside in LaQuinta CA in the winter. I found One Wink pearls in our local DSW store. I wore them andy friend wanted a pair. We have two DSW stores locally and both were out. Also out online.
On a hunch I called the Factorial DSW as our summer home is nearby. James answered and found the pearls. Than I told him I wouldn't be back til April. He said he was recently transferred to the store so would ask his manager. They are transferring the pearls to my LaQuinta store!!! I'm thrilled! THIS EMPLOYEE IS A KEEPER! He WILL go far.
Kris Holtz, very happy customer❤

I wanted to comment briefly on the excellent customer service received at the Wauwatosa, WI store. Both the manager, Alyssa and cashier, Renee, were most helpful. We held up the line for quite some time with our need for assistance but they remained cordial, helpful and willing to spend the extra time necessary to finish our transaction.

Karla & Jenn at the Mission Valley Store were a great help with everything

I would like DSW to know that Karin at the Plattsburgh NY store was a great help,and courteous
She is a credit to your organization. A special kudos to her from me.

Hello I was trying to fiil out the job application unfortunate your website present problems. Please can somebody help me . my email thanks