DSW, Inc.

Hello *** Thank you for contacting the DSWWe sincerely apologize for the inconvenience surrounding your orders *** and ***Our records indicate that your spoke with a representative as of and received a new return shipping label and a FedEx piwas scheduled for
the second incorrectly received order We have issued a full refund of $for your original order ***Please allow 3-business days to see this reflect in your PayPal accountWe have issued a $Rewards certificate to be used on a future purchase in any DSW store or onlineAgain, we sincerely apologize for the inconvenience in this matter and hope to better serve you in the futureSincerely, Andria H*** *** ***

Hello ***, We sincerely apologize for the condition of the Easy Spirit Gessica ballet flat you purchasedWe hate to disappoint our customers and stand behind the quality of our productsUnfortunately, after checking this item's inventory we are sold out of this item in the original size
6W/black that was purchasedWe are happy to assist you in purchasing a new item with a $credit to your accountTo redeem this $credit, please call and place your order with a fellow Shoe Lover at ***You can also place your order and email *** and we will be happy to honor your $as a credit towards your form of your paymentThank you for bringing this matter to our attentionThank you for being a DSW Rewards member and have a good daySincerely, Andria H***DSW Inc

"Final Sale" does not entitle you to sell defective items or force misrepresented merchandise on to consumersThe Federal Trade Commission enforces federal consumer protection laws meant to prevent fraudulent, deceptive, or unfair business practices such as advertising; by falsely representing the characteristics of your Final Sale items DSW is engaging in deceptive trade practicesShoe sizing is a universal and standard measurement and extremely missized items are defective; your site does not warn that sizing may be significantly off (in this case, more than inches in length) for Final Sale itemsThese shoes measure over inches long, and that is a fact that can be proven by using any measuring tool needed to confirmI do not plan on ever shopping with DSW again, mostly due to poor customer service but also because I question the accuracy of your other items and wonder how many other consumers have been taken advantage of and strong armed into accepting defective merchandise.The details for the final sale shoe should have a disclaimer that the shoes may be extremely MISSIZED- off by 2-sizes- otherwise it is misrepresented and misleading customers

Hello ***, Thank you for contacting DSWWe sincerely apologize for any inconvenience surrounding your recent order #*** placed on Our records indicate that originally the order was $119.90, but after your $promotional offer; $Rewards certificate; 25% promotiional
offer, that brought your order total to $Your items did ship from two seperate Fulfillment Center, which is what may have caused our system to mistakenly remove your discountsWe have issued a credit back of $to your Visa, ending in ***Please allow 3-business days for this credit to post to your accountWe have also issued enough Reward points to have a $Rewards certificate available for use on your next purchaseAgain, we sincerly apologize for any inconvenienceThank you for being a DSW Rewards member and have a good daySincerely, Andria H*** DSW, Inc

Hello *** ***We apologize for any inconvenience surrounding your order #***It appears that you have called and spoken to a couple of supervisors regarding this matterPer our phone conversations with you, we did advise you that we are unable to honor a refund for the stated missing
itemsOur records show that we have previously honored a missing items claim for you on April 11, regarding order #***We are unable to honor another missing item claim at this timeAccording to your tracking #*** a total of five items were shipped, with a total ship weight of 20lbsWe encourage you to dispute the amount of $with PayPalAgain, we apologize for any inconvenience in this matterSincerely,*** ***DSW Inc

Hello ***, Thank you for providing the store locationAn official concern has been submitted, and a District Manager will be in contact with your regarding this matter furtherWe appreciate and value your feedback with your experiencePlease let us know if there is anything further we can do regarding this matterSincerely, Andria H***DSW, Inc

Hello ***, Thank you for providing the store location in which you attempted to process your return for the NIKEAIR MAX SEQUENT PERFORMANCE RUNNING SHOE purchased on We have forwarded your information to the regional manager and they will be in touch with you within business hoursAgain, we apologize for any inconvenience in this matterSincerely, Andria HDSW, Inc

Hello ***, Thank you for contacting DSW IncWe apologize for the inconvenience surrounding your purchasesIt appears that original order *** was placed on 6/7/We are showing that $was charged to DSW Gift Card, ending in *** and $to your ***, ending in ***Since
this was a piin-store order, your *** and DSW Gift Card were initially pre-authorizedOnce you went to the store and stated you did not want the initial pair of sandals as they were too big, the order was cancelledThis original pending authorization should have fallen off your original payment methods within 3-business daysIt appears that when the replacement order *** was placed on 6/15/instead of using the $from your DSW Gift Card towards the replacement order, the total amount of $was charged to your ***, ending in ***Our records are showing that on 6/19/a refund of $was issued back to your ***, ending in *** for this errorOnce the sandals were returned on 6/22/the remaining $was issued back to your credit cardThis refund should have posted to your account within 3-business days of it being issuedWe hate to disappoint our customersWe have issued a $Rewards certificate to your account, that will be available for use on 9/11/If you have still not received your refund of $63.55, please call ###-###-#### and we will be able to provide you a reference number to provide your bank with for the refundThank you for being a DSW Rewards member and have a good daySincerely, Andria H*** DSW, Inc

The manager neglected to address the fact that I was sent a damaged product that was very poorly packaged and that I have no use forWhat I want is a refund for the full purchase price of this productI'm not paying $to ship back a defective productProviding me with $off an order I purchased and then telling me I can receive $off a future order is ridiculous because that would require that I spend more money at this companyThat's not adequateThe representative seems to be insinuating that I'm lucky to be receiving discounts on future purchases which is really very unprofessional and an inadequate resolution considering the fact that they said nothing about refunding me for the damaged product and because again these "discounts" require that I spend more money at the storeI shouldn't have to spend more money to be compensated for their numerous errors and unprofessionalismThere was also absolutely no response regarding the very poor customer service and my inability to reach anyone by phone despite several attemptsI was kept on hold for over an hour to the point where I had to hang up and several phone calls I made where my number was left for a rep to call me back were never returned periodThis was over a 1-week span of timeNo excuse for that and I'd like to know what changes they're going to make to provide better customer serviceMaking someone wait on hold for hours shows they have no respect for their customersIf this isn't resolved within the week I'll be telling this story on social media platforms so everyone knows how DSW conducts business and treats their customers

I am writing to inform you I have resolved my complaint with DSW complaint ID ***

Thank you for contacting DSWWe apologize for any miscommunication surrounding your recent interaction with usWe hate to disappoint our Shoe LoversWe have on file that you did initially chat in with a representative inquiring about using the $off of $that was registered under another
Rewards member accountWe apologize for the frustration, but we are unable to use promotional offers or Rewards certificates that are registered under another’s Rewards accountWe are showing that the representative on chat was willing to honor the $off of $offer once the order was placed and you would have seen this as a credit to your credit cardWe apologize, but for the security of our customers we are unable to process orders through chat, which is why the representative was asking you to place the order on your end first and then provide your order numberThere was no offer code to provide through chat, as this particular offer was a private offerWe also show that you spoke with a supervisor over the phone and you were concerned because your account could not be located under the information providedIn your initial message you stated that the supervisor advised you that another customer’s account was coming up under your informationThis was misinformed, as your information is not under another customer’s account, however we do have several customers with the same first and last name as you, and this is where the supervisor provided incorrect informationWe do have a separate Rewards account registered under your Pittsburgh, PA addressAt this time we are still willing to honor the $off of $offerI have issued this to your account for use on This can be used in-store or onlineWe would hate to see you go, but if you would like to proceed with removing your Rewards account we are able to fulfill this requestPlease allow 2-weeks for all pre-planned marketing emails to be disabledThank you for your feedback and have a good daySincerely, Andria H*** DSW Inc

Hello [redacted], Thank you for contacting DSW. We sincerely apologize for the inconvenience surrounding your recent order #[redacted]. At this time DSW would be happy to honor your original purchase price of $13.71, for the cancelled Aldo Freasa Ballet Flat in 7.5m/cognac.  If you find a...

comparable item within that original $29.95 price range, we will be happy to honor this price again. Your account has been noted and any representative you speak will be able to assist you in placing this order. DSW takes pride in our customers being able to get great fashion at low prices. We appreciate you providing us with this feedback and also appreciate you allowing us to rectify this situation for you. Again, we apologize for any inconvenience in this matter. Thank you for being a valued DSW Rewards member and have a good day. Sincerely, Andria H[redacted] DSW, Inc.

This email with order number is the written documentation from DSW in regards to my order, shipping, and payment terms. I will follow up if I hear anything from DSW directly, as I have attempted to reach them several times through email and phone.

Thank you for contacting DSW. We sincerely apologize for the inconvenience surrounding your recent order #[redacted]. We do apologize for the extended hold time in reaching a representative during this busy holiday season. Each customer is valued and each concern is important to us. It appears you...

spoke with a representative on 12/16/2015 who advised you that your order would be delivered as of 12/17/2015. After further reviewing your tracking #[redacted] on USPS.com your package was re-routed and is currently at the Tarpon Springs, FL Post Office. This typically occurs if you have recently moved or have set up a forwarding address with the United States Post Office, which can cause delays with deliveries. The delivery address that we have on file for the order is as follows:[redacted]
[redacted]
[redacted]At this time we are unable to provide any further tracking information, we have issued a full refund of  $64.15 to your [redacted], ending in [redacted]. Please allow 3-5 business days for this refund to post to your account. We have also applied points to your Rewards account for a $10 Rewards certificate towards a new purchase in-store or online, this will become available on 12/28/2015. Again, we sincerely apologize for any inconvenience in this matter. We hope to be able to further assist you in the future. Thank you for being a DSW Rewards member and have a good day. Sincerely, Andria H[redacted] DSW, Inc.

Hello Mr. [redacted], We apologize for any inconvenience surrounding order #[redacted]. As discussed via our chat customer service on 11.21.2016 and 11.22.2016 these representatives were showing record of a previous shipping error claim for the exact same situation, issued back 7.16.2014 for order #[redacted]. Typically, we only issue a one-time refund for handling disputes, any future disputes for the same error will need to disputed with your financial institution. However, we will extend another missing package claim for order #[redacted]. The refund amount of $41.03 has been issued to your Visa, ending in [redacted]. Please allow 3-5 business days for this to reflect on your account. Please note, that any future missing package claims will need to be formerly disputed with your financial institution for resolution. Thank you and have a good day. Sincerely, Andria H[redacted]

I accept this reply , but I wanted to reply back with my email so you can send me the gift certificate of $59 pleaseMy email is [redacted]@hotmail.comThank you so much for resolving this!

Hello [redacted], Thank you for contacting DSW. We apologize for any miscommunication surrounding order #[redacted]. Our Returns Department received your return of the Wanted-Gunner Oxford in 7.5m/blue on 10.13.2017. When orders are received in the Returns Department, an automated email is sent confirming...

DSW has received the item(s) back. A refund of $34.84 was issued back to your Discover, ending in [redacted] on 10.13.2017 and refund of $8.50 for the return shipping was refunded on 10.25.2017. DSW's exchange process is to refund the original item being returned and process the exchange item as a brand new order. This exchange process can take 10-14 days to complete. This will appear as a credit for the returned item, then a new charge for the new item being sent out. We did attempt to process your exchange on 10.19.2017, but we were unable to process this exchange as the original form of payment was not approved. We apologize that no communication was sent making you aware that a new form of payment was needed to complete the exchange request.We have attached correspondences between you and our Social Media team, stating that you no longer wanted the exchange processed. This is why the exchange was not processed, as we were making sure to follow your instructions. At this time the Wanted-Gunner Oxford is no longer available in the size 6.5m/blue. We do have the grey available in a size 6.5m if you are interested in these item, we would be happy to send these to you and honor our Cyber Monday promotion of 25% and honor free next business day shipping. Please let us know if you would like this in exchange as there is limited quantity available for your requested size. We look forward to further assisting you with this manner. Sincerely, Andria H. DSW Inc.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,[redacted]

Hello Ms. [redacted], Thank you for your response. I have issued a credit of $52.90 to your PayPal account used on order #[redacted]. Please allow 4-7 business days for this credit to post to your account. Now that our Holiday season has come to an end our wait time for a representative has decreased dramatically. We understand the frustration to wait for a representative and do everything within our ability to assist every customer in a timely fashion. To receive your $60.00 in discounts as previously promised, without having to call in, you can place your order and email or chat a representative with your order number to have the discounts applied retroactively. Again, we appreciate your feedback and value you as a DSW Rewards member. Sincerely, Andria H. DSW, Inc.

Hello [redacted] Thank you for contacting DSW. We apologize for any inconvenience surrounding your recent order [redacted]. We are currently taking a look into your order, can you please confirm what address and you had the order shipped to? We look forward to further assisting you with this...

matter. Sincerely, [redacted]