Caleres Inc.

Initial Business Response /* (1000, 10, 2015/09/03) */
Customer is having trouble using a check in our storeShe wanted us to investigate the situation (why the associate tried to keep the check and why it has been declined)While we do use a third party for check usage and cannot determine the
reason as to why they would deny a check (we gave the customer that contact information), we have forwarded all of this information to the district manager of the store in question, who will follow up with us and the customer

Complaint: ***
I am rejecting this response because:I just spoke with their customer service today and verified no check has been mailed, only that it is being processed as of 3/and will take up to weeks for processing before it is mailed out and for me to expect another to weeks for me to receive it I was also given a different reason the item did not ship, stated as "it did not pass inspection" I paid for the item with my bank card on 3/in my local store and have not received refund
Sincerely,

Complaint: ***
I am rejecting this response because: Am a seniorDo not shop on line or " E Credit " Please refund my small amount of moneyI ended up going to the store in Vineland & buying a pair of shoes without the creditPlease refund
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/01/12) */
The customer purchased hiking boots from us on 10/10/They contacted us on 12/30/asking for recourse (since water was getting into the boots), but we have a return policy of days and do not manufacture the boots in questionWe
suggested that they contact the manufacturer for warranty informationAs a courtesy, we will have the customer mail the shoes to us for a gift card refundThey will receive an email with instructions shortly
Initial Consumer Rebuttal /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The customer bought a pair of New Balance shoes from our store and then wore themThey were found to be uncomfortableUnfortunately, our policy states that once a shoe is worn (shows wear or tear, outside use), we can no longer offer any recourseWe cannot guarantee a perfect fit or feel of
shoes, as this varies from person to personWe also trust the discretion of our shoes, and since they cannot assist, we cannot override their decisionIf the customer truly feels there is a defect, and our store cannot assist, she would need to contact the manufacturer directly

The customer ordered from our international site and the shoes ended up being defectiveWe mailed her a check for compensationThe amount was incorrect, so the check was cancelled, and a new one was requestedAs it takes 2-weeks for the check request process, plus the time it will take to mail
a check from the USA to Hong Kong, we advised it would take weeksUnfortunately, this is going to be a lengthy processA member of our team will also reach out to the customer again via email to better explain what is going onWe expect that the check will arrive in full by early April

We were unable to find any record of this customer contacting us via email or phone with the information provided; however, we will be happy to provide the customer with a current e-Gift card for the amount shown on the attachment givenThe customer may call us at *** with reference
number *** to have this credit sent via emailOur hours of operation are Monday 8:AM - 8:PM CT, Tues-Friday 8:AM - 7:PM CT and Saturday-Sunday 10:AM - 5:PM CT

Our records show the customer emailed us 5/regarding a emailed advising they were $away from being a Gold memberAfter further research, our email representative emailed back 5/to advise the customer they would need to spend $to become GoldOur customers graduate to Gold after
spending $(based on the subtotal) within consecutive rolling monthsWe replied on 5/16, 5/(with transaction details) and again on 5/to advise they hadn't reached Gold statusAlthough we are unable to update the account to Gold, since the transactions will have to support $in our system, we will be happy to offer a $eGift card

Complaint: ***
I am rejecting this response because: I'm sorry, but you're missing the pointYour advertisement was a form of bait-and-switch and that is an illegal practiceYou sent me an email saying if I spent $20, I would get somethingI complied and then you told me I need to spend moreRegardless of what my account balance is, you offered me something in order to make a sale and then refused itAll I asked for is what you advertised to me and you have refused thatConsumers are supposed to be protected against this kind of advertisingI have copies of the email in question if needed A $gift card does not make this ok and you have the capability to override things in your systemI have spent way too much time on thisThis is fraud, plain and simple.
Sincerely
*** ***

Complaint: [redacted]
I am rejecting this response because: The cheque has been sent out twice incorrectly addressed even after confirming my address four times. I have three emails from them telling me it takes five-six weeks to arrive. I have heard nothing from the company.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This process has been on going now for 4 months. It has consumed a significant amount of my time. I am requesting compensation from the company for this. In regards to the length of time foreign mail takes ; after living in Hong Kong for 10 years it has never taken 8 weeks for a letter to arrive from the USA never mind any where else.
Sincerely,
[redacted]

The customer in this case is upset because they wanted to cancel an order after it had already processed. We only have 10-15 minutes in which we can do this, which includes changing the shipping method. The reason for wanting this was because our shipping timeframe for Christmas was not on the...

website. This is because we only guaranteed delivery by Christmas if the order was placed by 12/15 (this order was placed on 12/19 and we were contacted on 12/20). Regular shipping time frames are posted in our FAQ section. Tracking is usually available in 2-3 days, and before that, we do not have an exact date for shipping. In this particular case, the shoes shipped later on the 20th and were actually delivered the next day (December 21). If the customer does want a refund, she is welcome to return the shoes to a store or by mail for a full credit.

The customer did in fact contact us in December regarding her wrong item, which we resolved, and our return policy. The customer was denied a return in-store due to The Retail Equation (TRE). TRE is the system we use to manage returns. We keep record of customers who make frequent or large...

quantities of returns for our protection, and they will receive a warning before this happens. Once they are added to the restriction list and denied at the store, the customer will remain restricted for a limited amount of time (usually 1-3 months). We do give customers the option for their name to be reviewed, but they must call TRE directly (the number the customer is referring to in the review). This customer is likely off of this list now, but we do still have this third party return management company in place.

When the check was requested, there was a typo in the address. This was our error, and might have delayed the check further. However, international check processing is unfortunately a lengthy process, and we ask that the customer continue to await the check for a couple of weeks. A member of our specialized team will be reaching back out to the customer within the next few days.

The customer placed an order with us that could not be fulfilled due to insufficient inventory. This cancellation was done on 3/21. The order was placed with a debit card, and per debit card policies, we are unable to issue a refund back to these types of cards. Therefore, we issued a check for...

$25.97, which was mailed to the address we were provided. The check process takes no more than 2-3 weeks. According to our records, the check was printed on 3/24, and will likely be received by the customer this week or next.

The customer has not previously contacted us about this matter. We do have a policy for defective returns, so we have emailed the customer instructions for how to return the shoes for a refund, as well as a prepaid return label. Once the shoes are inspected, we will determine the refund amount and...

compensate the customer.

Initial Business Response /* (1000, 10, 2015/06/16) */
Customer attempted to return shoes that were within our 30 day return policy, but as they were worn, the store could not offer recourse. Our policy states that defective merchandise can be returned within 30 days, but the store will have make...

the final determination. If no defect is found, we cannot offer an exchange or refund. As a courtesy, and since our parent company manufactures the Dr. Scholl's brand, we will reach out to the customer and let her know that if she mails the shoes to us, we can offer her a full gift card refund. We were able to verify proof of purchase, and we want to make this right for the customer.

Our records show the customer had a paper merchandise credit of $8.57 for Factory Brand Shoes. We no longer have these stores and can only offer a gift card for the same amount. For the trouble, we are offering $15 instead. We can mail the gift card. Please have the customer email (including reference number [redacted]) or call [redacted] to confirm their mailing address. Our hours of operation are Monday 8:00 AM - 8:00 PM CT, Tues-Friday 8:00 AM - 7:00 PM CT and Saturday-Sunday 10:00 AM - 5:00 PM CT.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

This customer's order was cancelled due to insufficient inventory. This could mean that the item was out of stock, or that the items we had left in stock were not fit to send to a customer (mis-matched, damaged, etc). We do not have the exact reason, as it is determined by warehouse personnel. The correct timeline in this case is that a check was requested on 3/24, and from this date, it can be expected to be received via mail in 2-3 weeks. We apologize if we mislead the customer in this timeline, as it seemed to be moving quicker initially. April 14 would be the absolute latest date a check would be received, but it could be sooner than that.