Business Profile

Retail Shoes

Designer Brands Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Designer Brands Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

244 total complaints in the last 3 years.
168 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction Date 03/22/25 Amount Transaction: $76.55 Initial Credit: $68.05 Corrective Credit: $8.00 Short: $0.50
Business committed to provide pair of shoes purchased in DSW App; and Returns and Exchanges info in App says you may return merchandise at a US DSW store or at ************************** for any reason within 60 days of purchase date to receive a full refund via original form of payment. There is no barrier to returns and there is no mention of any "restocking fee" in the DSW App Shipping & Returns page.
Multiple Complaints against DSW:
1. Shoe box arrived battered and abused in a cardboard box inside a plastic bag. Black plastic bag was filthy with dirt from transit, and shoebox was bent broken smashed - no longer a box.
2. Both shoes had severe wear marks in the suede on both heels as if an abrasion was made on both heels or crushed. Did not arrive in "new" condition.
3. Initiated return via DSW App, received digital label I printed, repacked in original packaging, and dropped off at local Fedex.
4. DSW credited my **** card $68.05 for the $76.55 original charge. Error. Short $8.50.
5. I called DSW, customer service representative told me as of 04/01/25 they instituted a restocking fee for all DSW VIP member returns. Lie. There is no such fee shown in the DSW app for Returns.
6. Same customer service representative told me they would, as a courtesy, issue me a "ONE TIME" full refund for my purchase. That is the normal return policy as noted above. Full Refund.
7. DSW customer service then proceeded to issue another non-full refund and short-changed me fifty cents by crediting my **** $8 instead of $8.50. Added insult to injury.
8. I am done working politely with DSW's incompetence and repeated failures.
Business Response
Date: 04/22/2025
Hi *******,
Thank you for contacting DSW.I apologize for the experience you have had with how your recent order ********** arrived to you and for the customer service you received when asking for the return shipping fee of $8.50 to be returned to you. Thank you for sharing your feedback regarding this and I will be sharing this with our training team to ensure this is corrected in the future. I have issued the remaining $.50 refund owed to you, and you can expect to see this on your **** within three to five business days. Thank you for being a DSW VIP Club member!
Sincerely,
******, DSW Inc.
Customer Answer
Date: 04/22/2025
Complaint: 23223518

I accept the refund portion as closed; however, I am rejecting their written response because the response from DSW says they apologize for the service I received when I asked for the return shipping fee be returned to me which indicates they do not acknowledge the problem. The problem is: there is no return shipping fee. I have read the DSW Returns & Exchanges instructions five times thoroughly, from top to bottom, studying it in great detail, and I have not overlooked a return shipping fee. It is not there! If DSW believes they have a return shipping fee, theyre required to publish it they cant keep it secret and spring it on unwitting customers. I also went to ********************** website looking for more information, and the link I clicked on re-routed me back to the DSW app where I originally was. If there is official DSW documentation regarding a return shipping fee, I welcome the sharing of that information and question why it is not in the Returns and Exchanges section of the app for customer understanding.
Reference the screenshot it says returns are easy either in store or by mail and return for any reason for a full refund!
DSW is gaslighting customers- saying they owe a nonexistent fee and then graciously offering a onetime credit for the nonexistent fee. Who could ever trust them and buy in good faith yet not be paranoid they are going to get hit by a surprise shipping fee for a return? Not me- this is no way to do business.
Regards, ******* ********
Initial Complaint
Date:04/20/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/19/25 I was online browsing the DSW website to purchase two pairs of shoes. One of the shoes was listed as $119.99 but when added to the cart it was showing $127.99 and was also showing a different picture. I took screenshots and emailed them to customer ********************************** alerting them of the picture and price discrepancy. The morning of 4/20/25 I received an email response apologizing and letting me know I should place the order and send the order number. When I went to place the order, the item was now showing $159.96 but was told DSW would honor the $119.99 price for the item in the picture (white/green **** Air Max 270 womens). After placing my order, I did as instructed and replied to the email received with my order number and asked for the credit of $43.84 applied to the credit card used (total order was $84.97 for two shoes; I had $105 in rewards that I applied towards the total $182.46 pretax). Someone from DSW customer service replied saying they would not honor the adjustment. I called customer service *************) and spoke to two representatives one of which claimed to be a supervisor and they both told me "sorry, we see the notes about the adjustment promised but we are unable to honor this". I then asked over the phone, chat, and email within ***** mins of placing the order to cancel it due to being mislead to placing the order with the promise of a price adjustment (because of their website discrepancy/false advertising) and was told "sorry, the order is already in fulfillment so it cannot be cancelled. If you no longer want this item return it after it is received". I was mislead to place an order at a higher price by offering and adjustment that is now being denied (even though it is documented on my account and I have the email as proof). I want DSW to honor the price adjustment their employee offered me.
Business Response
Date: 04/22/2025
Hi *******,
Thank you for contacting DSW. I apologize for the experience you have had with the customer service you received when contacting our customer service team regarding the price adjustment of the *****Air Max 270 Sneaker on your order **********. I have sent you a direct email with confirmation of your order and the steps that our customer service team took to correct the order. Thank you for being a DSW VIP Gold member!
Sincerely,
******, DSW Inc.
Customer Answer
Date: 04/22/2025
Good morning,
I greatly appreciate BBB's intervention in ensuring my complaint was properly addressed by DSW. I have now received two email confirmations indicating the price adjustment promised was applied to my recent order. I was told my order is still being processed but once it ships, my credit card will be charged the correct amount ($38.41) instead of the original amount ($84.97).
Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

******* ******
Initial Complaint
Date:04/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a pair of sandals from DSW online. I arranged for the sandals to be picked up at the store on ************** in *******, ************. The shoes were for my daughter. I brought them home and she tried them on and they were too small. I brought the shoes back to the store in order to exchange them for a larger size. The store had a larger size and proceeded to process the exchange. The sales clerk transferred the credit for my returned pair onto a store gift card. She then used the store gift card to process the purchase of the second pair. She explained to me that she was facilitating a simpler transaction. The original purchase online had been made using a **********. As she was completing the transaction it occurred to me that if the second pair of sandals did not fit, I would possibly return them and not get another pair. I asked if such a return would be credited back to my MasterCard. I was told that I would receive store credit instead, that the credit would not be posted against my **********. At this point, I realized that I might end up having a store credit that I couldnt use. I do not typically shop for shoes at DSW. I asked that they reverse the transaction and provide me with ********** credit instead of a store gift card. They told me that they could not undo the transaction. I left the store with the exchange, but I was very displeased. I called the DSW customer service phone number and spoke with two representatives about the situation. The second representative assured me that if I had to make a return with the second pair of sandals, I could contact them again and they would provide me with a MasterCard credit. He assured me that he would send me this information in writing by email within 10 minutes of our phone conversation. Several hours later I have still not received any email from DSW about this transaction. I think the DSW practice of refunding a credit card purchase to store credit is dishonest.
Business Response
Date: 04/16/2025
Hello ****,
Thank you for contacting DSW. I apologize for any inconvenience you have experienced with how the exchange of your recent order ********** was processed. While reviewing this information, I can see that I left you a voicemail and emailed you yesterday regarding this complaint from feedback you provided in a customer service survey you submitted. If you have any further questions or concerns regarding this, please feel free to contact me back to my personal email address and I will be happy to assist you further. Thank you for being a DSW VIP Club member!
Sincerely,
******, DSW Inc.
Initial Complaint
Date:04/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 3, 2025, I ordered sneakers (size 45) from DSW for in-store pickup. On April 4, I picked them up and found the size was 4 instead of 4. I exchanged them and also purchased a pair in size 9. A promotion was not applied, so I returned to the store, and the cashier reprocessed the transaction with assistance to include the promo.Later, I ordered two more sizes (9 and 10) online. On April 11, I attempted to return the size 9 (purchased in-store) and size 10 (delivered by mail). The store refused the return, claiming I had exceeded an allowable number of returns per a third-party system DSW uses to track customer behaviorwithout my consent or prior knowledge.I was told to call the number on the receipt. **************** asked for my personal info to generate a report I could later dispute. I asked to speak with a supervisor and was denied. The store manager offered no help and allowed only a screenshot of my purchases.I called DSW again and was issued a return label for the online pair but was told the in-store purchase could only be returned in-store, which had already refused. On April 11, I escalated the issue and was promised a call from corporate by April 14. As of April 15, Ive received no response.This situation is unacceptable. DSW denied a valid return, shared my personal data without permission, and failed to follow up. I request BBBs help in resolving this matter and ensuring DSW is held accountable for unfair business practices.
Business Response
Date: 04/16/2025
Hi ****,
Thank you for contacting DSW.I apologize for the experience you have had with being denied returns through The Retail Equation. The full response and resolution to your complaint is within the attached document. Thank you for being a DSW VIP Gold member!
Sincerely,
******, DSW Inc.
Initial Complaint
Date:04/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on 3/26/25 for a Versace leather crossbody bag and Versace leather wallet. I received email on 3/28 saying my products had shipped. I received another email saying my products would arrive on 4/1. I didnt receive my package on April 1st but waited until the 2nd because I know sometimes theyre late. I contacted support and they said my package hadnt moved since the 29th and was lost, so they were submitting for a refund because they couldnt replace. They said ***** hours. I reached out 4/4 because I didnt receive refund and that agent said sorry, the refund has been submitted but it takes 7-10 days. Then on 4/10 I spoke with another agent and she said that fed ex had now marked the package delivered. I looked at my emails and I did get an email three days later saying my package was delivered on 4/1, which is incorrect. I understand sometimes theyre a bit off on timing, but three days? So she said give it 24 hours and then Ill get my refund. Then I get an email from support saying I must submit a dispute to my financial institution because of the high dollar amount, even though they acknowledge that the package is considered lost. Why would I file a credit card chargeback against DSW for failure to provide product when DSW should be refunding me themselves and they need to be filing a missing package claim with ***** as theyre the shipper of the package so I can not. *** ex will reimburse them, if the package is considered lost. It is not mine or my cards responsibility to get the money back. I was told by three people three different times that I would be getting my refund from this and then it all of a sudden changed and now I am told I need to go through a totally different process. Its terrible.
Business Response
Date: 04/16/2025
Hi *******,
Thank you for contacting DSW.I apologize for the experience you have had with not receiving your recent order **********. The full response and resolution to your complaint is within the attached document. Thank you for being a DSW VIP Elite member!
Sincerely,
******, DSW Inc.
Customer Answer
Date: 04/17/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

******* ********
Initial Complaint
Date:04/14/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I do not know as to why DSW retail store direct me to the DSW customer service if they are unable to resolve in-store issues. I am escalating this complaint as I have been overcharged initially for an item that was not scanning correctly in which resulted in a overall over charge . I have yet been able to get this resolved by DSW store management and/or customer service . I have requested to speak to the district manager and the store management refuses to provide such information.
Business Response
Date: 04/15/2025
Hello MJ,
I'm sorry to hear about your previous DSW experience. You're correct that customer service have limited capabilities for purchases done in store. I'm not sure why the store referred you to customer service concerning their limitations.
Though customer service cannot make the adjustments as requested, with valid receipt information we can partner with our Sales Audit team to review the charges and credits of said purchase/return. If you're able to contact our customer service with the necessary information, our team will be able to relay the information to the appropriate department that can review and handle the inquiry in question.
They'll also be able to notify the district manager of your issue so they can take the necessary steps in resolving the matter at hand. Again I apologize for any trouble this process may have caused.
Cameron - DSW
Customer Answer
Date: 04/15/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23200195

I am rejecting this response because:

Regards,
DSW please provide my contact info to a District Representative for Store # ***** or please provide me their contact info. via the BBB.

Mj Cones
Business Response
Date: 04/16/2025
Hello MJ,
Please review the attached document for a resolution to your inquiry. Thank you!
Hello MJ,
Thank you for your reply and again Im sorry to hear about your previous experience in our DSW store. Our primary department to handle such inquiries that youre referring to are through our customer service channels and not through ********************. This is the only reason why on our side you were referred to our customer service so we can relay the details to the appropriate department (i.e. Sales Audit). Its also a way to keep your receipt information and details private so its not exploited on BBBs page for the public.
Im going off the assumption that the issue at hand must deal with the last purchase youve made on 4/12/25 under your VIP membership. Ive noticed that there were several transactions done that day so *** submitted all 3 receipts to our Sales Audit team to review. Once I have the information updates and/or confirmation from them, I can reach back out through our customer service channel with an update. If its not the transaction(s) from that date, please let us know and well review another transaction.
Additionally if youre wanting to file a complaint regarding the store process, interaction, or furthermore, well need the following information:
- The store representatives name or physical description
- When the issue took place (time & date)
- What store this occurred in
- The full issue documented
If youre able to provide us with the necessary information for the store complaint, at that time we can request for a district manager to contact you via phone or email. I cannot guarantee on their behalf youll be contacted or when theyll contact you if able, however, we can certainly submit the request after getting all the necessary information.
Again I apologize for any trouble this may have caused. Have a wonderful day.
Cameron Shoe Lover
Customer Answer
Date: 04/22/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23200195

I am rejecting this response because:
As of 04/22/2025 , I still have not received a call back from the District Manager
Regards,

Mj Cones
Business Response
Date: 04/24/2025
Hello MJ,
Based on the previous assumption of your receipt information, I was able to confirm with Sales Audit that they didn't see any anomalies with your last purchase. I understand you stated there was an incorrect item that was returned, however even on a Sales Audit level you still would need to visit the store again to be properly assisted in this case.
I've resubmitted a request for a district manager to contact you. I cannot guarantee that this will be done given their schedule, responsibilities, and oversight, however it has been submitted. For a quicker resolution and response we advise you to visit your local DSW store at this time and speak with a store manager.
Thank you.
******* - Shoe Lover
Customer Answer
Date: 04/24/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23200195

I am rejecting this response because:
*******,
If you are unable to follow-up in regards to the District Manager contacting me then please provide me their contact information so that I may follow-up .
Regards,

Mj Cones
Initial Complaint
Date:04/07/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pair of shoes but never received an order email with the order number so I cant return them. I contacted dsw but they said theres no record of the transaction which is obviously a lie. ******* said they can provide the information. I want to return them and want a refund.
Business Response
Date: 04/09/2025
Hello ****,
I'm sorry to hear about your previous DSW experience. We certainly don't intend to inconvenience or confuse our Shoe Lovers in any form or fashion.
After intensive research of previous transactions, I was able to come across DSW order ********** that was placed on 3/22/25. Since you had paid for 2nd business day shipping, the order total was actually $72.95. This may have contributed to as why our team initially had difficulties finding the order in question. As you may already know, the expedited shipping cost would not be refunded in the return since it arrived within the service time period of 2 business days.
You should be able to return the shoes at any local DSW store or by following the steps at ********************************************************* with the order confirmation number. To avoid the return shipping fee deducted from the refund, I would recommend visiting a local DSW store if possible for your return.
If you're unable to visit a DSW store for your return and/or are having difficulty online, please don't hesitate to contact our customer service team for assistance. With the provided order number they should be able to further help you with your inquiry.
Again I apologize for any confusion this process may have caused. Have a wonderful day!
******* - Shoe Lover
Customer Answer
Date: 04/17/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

**** *******
Initial Complaint
Date:04/05/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 24 A total withdrawal of ****** (for shoes priced at $***** and $99.99 )was taken out of my account as payment for an online order for 2 pairs of shoes and order confirmation sent to me email on march22, On March 23 i recieved an email that 1 order had shipped and the other was in process. On March 25 a second separate withdrawal was taken without authorization for the sum of ********* designer brand shoes( the company I placed the order with). on March 25 i recieved an email from purolator had my order had shipped, and that my package was ready for pick up at the DSW on ********************* I contacted customer service to inquire about the ****** withdrawal by email on March 25 along with screenshots of proof of withdrawal and my order history. I went to the DSW shoe store located on ********************************************** NB to pick up my sandals. A purchase of originally ***** but now (*****) ..I asked about the unauthorized withdrawal on March 25 they said they had no idea. On March 31 an email that my order was ready for pick up. On April 1 a return for ****** was put into my account and 2 separate withdrawal made, 1) for $ ****** and 2) $68.99. The withdrawal from March 25 of $****** has not been returned nor was an order made on this date for anything from that company. .i also sent in screenshots to the customer service along with many email back and forth inquiring about the unauthorized withdrawal with nothing but excuses in what seems like an attempt that I will give up and forget about the money they took from my account without authorization since the original order I placed was confirmed and the withdrawal for payment confirmed on March 22. Just straight up thievery. They call it a holding period to see if the money is actually thereand again apparently for good measure in the days following up .
Business Response
Date: 04/08/2025
Hello *******,
I'm sorry to hear about any confusion this process may have caused. After reviewing your DSW order, I've noticed that you initially made the purchase through the Canada website for DSW. We unfortunately are limited to the information for off shore orders and cannot proceed further with your request at this time.
I was however able to review your purchase with the limited information available and can tell you that you were charged correctly on your order. Unless our Shoe Lovers are utilizing Afterpay, DSW does not officially debit the form of payment until the item(s) have been shipped from the warehouse/sorting facility or picked up in store (if using the ship to store option).
What initially happens is when an order is placed, there's a pending authorization on the form of payment used to ensure enough funds for the order. Once the order has been fulfilled and shipped or picked up, that's when we would collect funds from the form of payment.
On 3/23/25, you were charged $68.99 to your **** ending in 4669 for a portion of the order that was picked up at the store. When you went into the store on 3/26/25 to pick up the remaining pair, you were charged $114.93 which would conclude the charges for this order. If you were to add both of the charges together from 3/23/25 & 3/26/25, it would equate to $183.92 which makes up your order total.
Any previous pending authorizations on your bank statements would've fallen off by now since they only are active for 3-5 business days. To confirm the official charges of your order, we strongly recommend for you to contact your financial institution. If you are still to believe the charges are incorrect for your purchase, please don't hesitate to contact our customer service for Canada and our team will be happy to look into this for you and conference your bank.
Again I apologize for any confusion this may have caused. Have a wonderful day!
******* - Shoe Lover
Customer Answer
Date: 04/08/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23166191

I am rejecting this response because: on March 24 ****** was taken as payment for the 2 pair of shoes, the ***** ******** forb****** and ***** sandals for ***** ..even tho you say tha was to confirm the money was there in my account to pay for the shoes.. on March 25 another withdrawal for ****** was taken from my account , I did not make another order So why were you verifyimg for another ****** on March 25 when it was approve and holding on March 24? ?? I picked up the sandals, however the marigold clarks were not ready for pick up until the first week of April , when I got the notification that they were ready , I went into the Moncton store on wyse st and picked them up. On April 1 crdit of ****** was placed into my account and 2 separate withdrawal were taken. 1 withdrawal fo the sum of ***** and a 2nd withdrawal for ******. A payment for each to coincide with each pair of footware that I had ordered. As I would expect it to be. However THERE IS THE WITHDRAWL ON MARCH 25 FOR A SUM OF ******, THAT WAS AN UNAUTHERIZED WITHDRAWL BY YOUR COMPANY. AS YOU ALREADY HAD THE HOLDING FUNDS, OR VERIFICATION OF FUNDS, WHATEVER YOU WANT TO CALL IT APPROVED THE DAY BEFORE...SO WHY WAS A ADDIONAL VERIFICATION NEEDED? I DIDNT ORDER A THIRD PAIR OF SHOES. NOR DID I GET A THIRD PAIR OF SHOES. The marigold clarks it seem I was charged twice for it. You already had the vrification of FUNDS for the shoes on March 24....there was no business for withdrawal or verification or whatever you call it on March 25 for you to reverifiy the 114. 93 but your company still took it. And it has not been returned or release. This isnt a banking issue this bad business issue..

Regards,

******* *****
Business Response
Date: 04/09/2025
Hello *******,
I apologize for the inconvenience and confusion you have experienced with your recent order,**********.

I can see a **** Debit was the selected payment for this order. Unlike credit card transactions,**** Debit transactions will not show as 'pending' charges. Instead, they will show as a debit to the account and will be reimbursed after the item(s) ship.

Based on the information provided by you, you are still seeing the 2nd authorization for $114.93 from 3/25/2025. We would encourage you to reach out to your financial institution as this was a pending authorization and not a true charge for the DSW order. You can provide the reference number and the date to have this resolved.

For your reference,below is the additional authorization information.
Initial Authorization
Date: 3/22/2025
Amount: $183.92
Reference Number:96541600
Approval Code:152622

Settlement #1 (SKU ********* 10B)
Date: 3/25/2025
Amount: $68.99
Reference Number:89029097
Approval Code:152622

Authorization 2 (Re-Auth for remaining pending item)
Date: 3/25/2025
Amount:$114.93
Reference Number:92280436
Approval Code:153406

Settlement 2 (SKU ********* 10B)
Date: 3/26/2025
Amount: $114.93
Reference Number:89037914
Approval Code:153406

I hope this helps and apologize again for the trouble you have experienced with your recent order. Feel free to reach out with any additional questions or concerns and I would be happy to help.

Thank you,
DSW & The *******. ****************
Initial Complaint
Date:04/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I did not receive the email to delete and confirm deleting my online DSW account. You cannot do anything on your account because of the continual pop *** and I am sick of it, terrible shopping experience, you can't shop because the pop *** continually stop what you are doing and I have had it DSW. I simply want to be able to delete my online account and YES I HAVE THE RIGHT TO DO SO DSW, you lost a customer, you shove pop *** down our throats so we can't even use the website and I have had it, its a form or harassment to buy and this should not be legal!
Business Response
Date: 04/03/2025
Hello Shoe Lover,
I've noticed you've already requested and proceeded to delete your account as of yesterday (4/2/25). At this time there are no further steps to be taken with this inquiry. I'm sorry to hear about your overall experience with the web browser.
******* - Shoe Lover
Initial Complaint
Date:03/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I never received my order #**********. When I reached out to them for a refund, I was rudely told that they wouldnt help me and that I would need to file a dispute though my bank. When did that, DSW denied it and it was not approved. This is unacceptable and I would like a refund.
Business Response
Date: 04/02/2025
Hello *******,
I'm sorry to hear about your previous experience. We certainly do not intend to inconvenience our Shoe Lovers in any form or fashion.
After reviewing your order inquiry, unfortunately the dollar value of DSW order 9271345413 claim well exceeds our threshold of proceeding with a lost/stolen refund or reshipment. Since all of the tracking details are verifying photo proof of delivery for each shipment, you would have to dispute the charges with your bank at this time.
I've noticed that you've utilized Afterpay as your form of payment. I would recommend that you contact your bank of the card that's linked to your Afterpay account to dispute the charges versus contacting Afterpay's customer service as they may redirect you to us putting you in an endless loop since we're unable to process the refund.
If you haven't done so already, I'd recommend for you to reach out to your leasing office to see if they obtained the packages for you or placed them in a mailing holding area. However as for a credit or refund that would have to be disputed with your financial institution.
Thank you for reaching out to DSW! Have a wonderful day!
******* - Shoe Lover

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