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    DSW

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ResellerRatings
2 / 5
Corporate Values

Overview

DSW has a consumer rating of 2.86 stars from 364 reviews indicating that most customers are generally dissatisfied with their purchases. Consumers complaining about DSW most frequently mention customer service, day shipping and gift card problems.DSW ranks 43rd among Shoes sites.

  • Service
    44
  • Value
    32
  • Shipping
    34
  • Returns
    24
  • Quality
    25

This company does not typically respond to reviews

Positive reviews (last 12 months): 24.6%
Positive
14
Neutral
2
Negative
41
View ratings trends
27
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • Two weeks plus later I contacted customer service and was told that item was delayed because of inventory.
How would you rate DSW?
Top Positive Review

“Great new customer promotion prices”

Mary B.
4/15/22

This was my first order with DSW. With all the introductory promotions, I got a pair of Bare Traps sandals for a great price. They were too big which didn't seem consistent to other brands I've worn. I quickly set up an exchange on there website and quickly had my smaller pair. I did not have any interaction with customer service, because the exchange was automatic, so I can't vouch for that area of company. That and the size problem are the only reasons for 4 star. Will recommend to others.

See positive reviews
Top Critical Review

“Sent dirty used shoes once again”

Alex L.
12/21/21

DSW once again sent me dirty disgusting used shoes that I paid full price for. This time they came with a jelly like substance on the inside, dirt all over the treads, and they reeked of feet. This is so over the line, their customer service is unapologetic and has no other solution than to make me return their shoes for a refund with no apology. Its ridiculous, there's so many bargain shoe brands out there its impossible to justify supporting them further.

See critical reviews

Reviews (364)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (82)
alexl904
1 review
1 helpful vote
December 21st, 2021
Verified purchase

DSW once again sent me dirty disgusting used shoes that I paid full price for. This time they came with a jelly like substance on the inside, dirt all over the treads, and they reeked of feet. This is so over the line, their customer service is unapologetic and has no other solution than to make me return their shoes for a refund with no apology. Its ridiculous, there's so many bargain shoe brands out there its impossible to justify supporting them further.

Tip for consumers:
Skip it entirely, there's so many other options out there. Their customer service is trash so when they rip you off its up to you to swallow the money you lost or go out of your way to fix their mistakes. They also carry very poor quality brands. I was a VIP Elite member, I'll never shop there again, I've been tricked too many times. Not worth the trouble.

Products used:
None

Service
Value
Shipping
Returns
Quality
thomasm2988
1 review
3 helpful votes
December 4th, 2021
Verified purchase

Dont buy from DSW! Worst online shopping experience ever. I ordered gifts for Christmas and they sent them to the wrong address and wrong state! They couldnt even explain how that happened seeing that they had my correct address. Then of course I couldnt reorder because they no longer had the sizes I needed. Oh yeah…and I wont have the $ back for 3-5 days. I will never buy from DSW again. There are plenty of other shoe stores out there.

Service
Value
Shipping
Returns
Quality
sharonm2000
1 review
0 helpful votes
October 7th, 2021

UPDATE
While I am not happy about the quality of the shoes, DSW refunded the cost. Having said that, the preferred outcome was to replace them, yet of course they are no longer carrying this item. I suppose this will have to do.

ORIGINAL REVIEW
I bought these Anne Klein shoes 8 mos ago from DSW and was horrified tonight to see the heel is cracked and broken, I luv these shoes, wore about 5 times. THIS IS UNACCEPTABLE! I'm an avid shopper of DSW and would like to believe this is a one off. The resolution I want is a NEW pair shipped to me at no cost. I'll gladly return the pair I have in exchange. I'm waiting for corporate to respond or reply to my request to abuse of next steps

Tip for consumers:
Hearing back from corporate quickly to resolve the matter

Products used:
shoes

Service
Value
Returns
maryf1939
1 review
4 helpful votes
November 17th, 2021
Verified purchase

I ordered 5 pair of shoes. Not only are they still pending, but the online help center disconnected me twice. The phone rep in India tried to blame FedEx, however. I have an account with FedEx and can see that the shoes have not been provided to them. This is the 2nd time in 6 weeks that the deliveries have been delayed and I am a VIP with them for 40 yrs. They have really gone downhill in their customer service and shipping.

Service
Shipping
leslieh548
1 review
1 helpful vote
February 9th, 2022

Placed an order for 3 pairs of shoes, they cancelled 1 of them (why are items listed on your website if you don't have them in stock?), so I turned around and cancelled the entire order. 10 days and 4 calls, 2 emails later (neither responded to), they are still trying to charge my CC. I've now disputed it with the CC company, as DSW cannot get their s*&t together. This experience has made it so I will never shop at their stores or online with them again.

Service
barbarac1607
1 review
0 helpful votes
February 16th, 2021

This was my 2nd time shopping at DSW in six years, the first time was an extremely fun experience. The second time on 2/13/2021 was even a more kind courteous service. I was in that mall for over 5 hours and DSW was by far the best shopping experience during my entire shopping spree. While at DSW Miss Jillian catered to me like a Queen she is Kind, Courteous, Funny, full of laughs she smiled kept it and pure 100% Professional. Thank you...

Tip for consumers:
Keep on keeping on ...

Products used:
Some Beautiful and very Sexy designer 6 inch thick heel gogo boots ...

Service
Value
Quality
deniset773
1 review
3 helpful votes
December 20th, 2021
Verified purchase

I ordered two pair of shoes. A pair of new balance running shoes and a pair of pink Nike women's running shoes. The New Balance arrived in a battered box with no lid and they've clearly been worn. Then the Nike running shoes showed up but they were a pair of MEN's hiking boots. There only answer was to return the items. Nice inconvenience for two separate shipments. They are the WORST. Shop elsewhere.

Products used:
None...they all had to be returned.

Shipping
Returns
Quality
deborahm2038
1 review
0 helpful votes
February 15th, 2022
Verified purchase

Please this store has put without prior notice that you have a limit of times to exchange or return an item I spent $ 102.00 for a gift to my husband, it did not fit him well, I went to the store with the receipt and they denied me the exchange. I have seen a store that gives you a receipt and 3 days later they deny you the change, and I have been a customer with reward for many years... I think this is not fair and no one is responsible for that...

Tip for consumers:
Be careful, I have never seen this in any company.

Products used:
shoes

Service
colettek23
1 review
0 helpful votes
September 2nd, 2021
Verified purchase

I've been shopping at DSW for years and have had nothing but great experiences. I buy online and at the stores. Customer service is wonderful and the staff has always been great. I really can't understand why this store has had any bad reviews. I actually just ordered three pairs of shoes online and I'm waiting for them to be delivered at the store. The stores are always clean and organized and a pleasure to pursue. Love you DSW!

Tip for consumers:
If you love shoes, you'll love DSW.

Products used:
Shoes, accessories

Service
Value
Shipping
Returns
Quality
annap1118
1 review
0 helpful votes
April 1st, 2022

Ordered off their website for the first time since I couldn't find what I wanted anywhere else. Shoes received promptly & in fine condition. That being said, since giving my cell # for the order, my phone has received scam/spam calls & texts almost non-stop. One even while I was asleep in the middle of the night. Will absolutely never give this company another penny.

Tip for consumers:
Do NOT give a real phone number. Have received constant scam texts and calls since I did.

Products used:
Shoes

Service
Value
Shipping
Returns
Quality
alexanders53
3 reviews
21 helpful votes
December 26th, 2021

DSW very often sells goods that DSW doesn't have - Irritating Experiences. They lure you by offering a free bag with a $50 shoe purchase. They ship shoes and "sorry, we have no bag". Now that they offered me to buy a blue-white Nike bag, they did not have what they themselves offered! A totally screwed up inventory maintenance. Most irritating, I would even say dishonest. Hence ZERO STARS!

Tip for consumers:
Never expect "free bags" to arrive - most of the time they do not!

Products used:
I was unable to buy Nike stonewashed blue-white bag that DSW offered me to buy!!!

Service
Value
Shipping
Returns
Quality
laurenm522
28 reviews
11 helpful votes
November 19th, 2021

Shopping at DSW online has been nothing but a disaster. I recently tried to order a pair of shoes, and I tried ordering the same thing TEN different times and all of my orders were cancelled despite the item showing in stock. Customer service was nice, but not at all helpful and gave me empty promises about my item shipping. I finally gave up, and ordered a different pair, and tracking was inaccurate and showed different delivery dates every place I checked. Shop in store locations if at all.

Service
Value
Shipping
Quality
shanec190
1 review
13 helpful votes
April 21st, 2020

Ordered two pairs of shoes. One white pair (dirty and brown). Second Black. Both were full of hair and dirt. GROSS! Wish I had checked reviews first. Guess thats all they sell.

theresad229
3 reviews
10 helpful votes
October 13th, 2020

Ordered sneakers five days ago. Order says still in progress. They take your money and then have no idea if product is in stock or when it can be delivered. Do not buy here!

michaelt1883
1 review
1 helpful vote
January 16th, 2021

I was pleased to receive a free backpack reward from DSW rewards today. They promise free shipping to home or store. Well, that is not correct. They try to gouge you on shipping to home and the closest DSW for me is 15 miles away. The online chat then wanted me to pay and then refund. Well that is not acceptable on an advertise free shipping. So much for a neat reward. Someone dropped the ball in programming.

shawnl199
1 review
1 helpful vote
August 15th, 2020

I usually get shoes shipped from different places. 1st time with DSW. I prefer shopping in store. Ppl try the shoes on with no stocking, feet unclean, walk around and throw it back in the box. So I was skeptical on ordering sight unseen. I really am not bothered by delays with COVID. I didn't realize there is no signature required when they use FedEX and they leave the box out front. I ordered 4 shoes and 2 came. The other shipment was being transferred to USPS. Their error and my package was basically "lost" for a day. Now it's on a truck and again to be left out front.
I will look for the shoes elsewhere. No shipping ever again.

Tip for consumers:
DO NOT USE SHIPPING

Service
Value
Shipping
joshk334
1 review
0 helpful votes
December 18th, 2021

Extremely disappointed and how the customer service is handle. After reaching out about a inferior product customer service told me I was a few days out of warranty and would not honor anything. They referred me to the manufacturer then went to deferred me back to DSW who still said they would not do anything for me. Once again this was four days after the 90 day warranty that these boots completely fell apart after normal wear. Go anywhere else.

Tip for consumers:
Avoid company. Go elsewhere. They do not care about you. Only your money/sale

Products used:
Bullboxer boots

Service
Value
Shipping
Returns
Quality
kathyl887
1 review
0 helpful votes
December 16th, 2021
Verified purchase

I ordered Timberland boots in black, and DSW shipped wheat. I guess they thought I'd just take whatever they sent. When I called and complained, they promised they were shipping out the correct color. 5 days later, I got an email that the order had been canceled because they were out of stock. Lies, just lies. Customer service told me what I wanted to hear to get me off the phone. And now I have to fight to get the refund for the original wrong pair that I've already returned. Find another seller. DSW is the worst!

Tip for consumers:
It would have been helpful for me to know that the customer service is non-existent. They don't care if you get what you ordered. And when you call customer service, they lie and tell you what they think you want to hear to get you off the phone.

Products used:
Supposedly a full refund, but I'm having trouble getting it. I didn't keep any product because they never sent me the right one.

Service
Shipping
Returns
jm1352
1 review
0 helpful votes
January 4th, 2022

Terrible experience! I placed this order well before christmas, paid for 2 day shipping to get it here on time. No updates. Called to check status on 12/22 and was told Fedex was picking up the order that day an it would arrive on 12/24. It didn't. No communications from your company whatsoever! Now I just check status again, and I see it's cancelled. AGAIN, NO COMMUNICATION from your company! Terrible customer service. I will never order again from your website.

laylaw16
1 review
0 helpful votes
November 3rd, 2020

I've had good shopping experience. They have great discounts and deliver my orders on time. For now, I made only one order but I think more is coming.

michaelf1447
1 review
21 helpful votes
March 15th, 2020

My wife's and my wedding rings were sent to the Columbus Ohio warehouse by mistake. We have all the documentation showing. Suddenly our wedding rings are nowhere to be found! Imagine that! We have tried to call DSW numerous times only to have rude reps on the phone with no help. I have now contacted the police enforcement and an investigation has started. My wife was a top DSW customer but they have now lost our business forever!

williama1484
3 reviews
0 helpful votes
December 9th, 2021

Very professional and fast, helped to choose the right size. Speed of service, product quality, and most importantly - customer focus - 5 points! Thank you very much.

ma229
1 review
0 helpful votes
February 29th, 2020

Purchased boots in November that began falling apart in February, asked for a replacement pair, was told in no uncertain terms, NO - store policy! Will not be shopping there ever again, that's my policy, $100.00 boots that only lasted approximately three months, not a good value!

jenined7
1 review
0 helpful votes
March 15th, 2022

I bought a pair of boots awhile back from DSW and when I received them I got 2 left boots that were totally different brands. They made it right and shipped me a new pair. Then I bought a pair of sneakers…… I knew something was wrong when o opened the package and there was no top to the box! I looked at the sneakers and they were literally just thrown in and had appeared to be worn. So I called and they said to ship them back and they'll send me a new pair. So now this required me to find a box because the pair they sent didn't come w a proper box. So later I finally received my new pair except they literally came the same way the last pair did…. No proper box, just tossed in and appeared to have been sitting around for a year. This time I took them back to the store where the manager was nothing but condescending! Refused to give me a refund only store credit because when I purchased the original pair it was over 60 days. So here I am I purchased another pair because I had a credit. So I purchased a pair of slip on shoes I just received them today and as expected they were thrown in a box and the bottoms look like they have been worn. I am exchanging them and fingers crossed they can send me a brand new pair that is packaged like they are new. Honestly how can they screw up this many times in a row with 3 completely different pairs of shoes is beyond me.

johnnyj75
1 review
13 helpful votes
March 6th, 2020

I was sent worn boots, not even in a correct box, the box had no lids or no packing inside boots. Would not send another pair to store for an exchange, said I had to reorder on my end and pay and they would refund when boots were returned. All I wanted was a fair exchange, since they sent me worn and returned boots. Will not be ordering or shopping there again. Horrible customer service.

Q&A (12)

Answer:

Take pictures on the day it arrives and contact dsw immediately. Any issues contact BBB

By Shawn L.
See more answers (2)
Answer:

dsw.com (US) does not ship to canada. There is myus.com that you can create an account (signing up is free) and you will receive a US address that ships from that location to your address in Canada. Additional shipping costs with this third party applies for international shipping

By Abby S.
See more answers (2)
Answer:

According to their website and receipt, yes you can.

By Pamela G.
Answer:

It is an automative system that tries to calculate the hold time based on how many calls have finished vs how many calls are coming in. It is annoying to be on hold for awhile but shoephoria! Center is the only call center in the nation, with a lot more shoe lovers calling in at once than the call representatives that are available

By Abby S.
Answer:

No, once they are out of stock online and in stores it means the manufacturer completely ran out of supply. There is always a chance it will be restocked, though!

By Abby S.
Answer:

Saturday and Sunday are not included as business days, and if the order is placed aftrr 4pm ET the first business day begins the next day

By Abby S.
Answer:

Grat question! It is all part of a contract with thr manufacturer. This is why we are not able to have promotional discounts applied to exluded brands: Nike Keen Converse Brook Birkenstock Keen Sorel and UGG

By Abby S.
Answer:

Call customer service...

By renee d.

Can’t see your question? Ask to get answers from the DSW staff and other customers.

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Typical questions asked:
  • How long does shipping take?
  • What is the return policy?
  • Where is the company located?

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About the business

Free shipping and great prices for shoes, boots, sandals, handbags and other accessories at DSW.com!

Company Representative

chandlerg1
C G.
Typically does not respond to reviews

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