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"The worst customer service on top of really bad shipping practices. I ordered and paid for a pair of shoes in the store on 10-25. By Wednesday I was annoyed that I hadnt yet recieved tracking/shipment info and sent numerous emails to which I got rude and disinterested responses that I would just have to be patient. I finally got one of the customer service morons to provide me with a phone number to complain. I had to explain the issue to another moron who, after a ten minute hold, connected me with a 'supervisor' who was equally rude and unhelpful. Carol J apologized that their business practices werent up to par with other online retailers, and stated that I would just have to wait the 7-10 days. I demanded a refund and was told that I could not get a refund because the order had been processed. I asked if it had been processed, then where the hell were they. She told me I just had to be patient. It wasnt until Wednesday nite at 10pm that I received an email telling me they had shipped and the email didnt even say WHEN they shipped! It provided a tracking number that it said could be used in 2-3 days to track the order. As of this morning I still am unable to track this order. I shop online all the time, and this level of service is simply unacceptable. When I order from a retailers like Victoria's Secret on a Friday, I have an email first thing Monday morning with all relevent shipping and tracking links that actually work. Anything less than this is unacceptable in this day and age and I WILL NEVER SHOP AT THIS STORE AGAIN...EVER! I COULD HAVE ORDERED THESE SHOES DIRECT FROM THE MANUFACTURER AND HAD THEM ON MY FEET BY NOW."
"My dealings with this store and it's staff are the worst I have experienced in my lifetime. The manager Carmen(store # 3188) is a lunatic. And the District Sales Manager, Sylvia Coria Guzman is very angry and rude.If you buy a pair of shoes from them and they turn out to be defective, you are on your own. NO REFUND/NO EXCHANGE on the crap they sell you that falls apart after less than 2 months of use.DO NOT BUY ANYTHING FROM THIS COMPANY.Parent company is The Brown Shoe Company.Very unhappy customer.Robert J. Finlay"
"Purchased a pair of boots online and took them to store on Jan. 1 to exchange for a smaller size. No problem, I was told. Plenty in stock. It will be 7 to 12 days. Three weeks later still no boots. Called store and they forgot to send! Ask them to ship the boots expeditied shipping. Could not do this - it would be another 7-12 days. Told them to send - NOT IN STOCK. Ask for refund on Jan. 15 - called today - refund not started - it was in wrong cue! Then had the nerve to offer me a 20% off coupon. DONE WITH THIS STORE AND NONSENSE."
"TERRIBLE customer service!!! DO NOT ORDER FROM THIS COMPANY!!! I ordered a Christmas gift on 12/15, with guaranteed delivery on or before 12/24, and it never arrived. When I checked the order status online on 12/24, their website said it hadn't even shipped yet. When I tried to call customer service, I got an automated message disconnecting me after saying that they were closed for the holidays. Thanks for ruining our Christmas you idiots!!! I hope you go out of business. You'll never get another order from my family again!"
"I'm a rewards member and have been generally happy with Famous Footwear. You better hope you NEVER have an issue with these clowns however. I bought work shoes and insoles to go in them. The insoles separated and leaked after a week. I went to the store and they gave me the address to mail them to at my expense. So I called"Peggy" at F.F. and I got a ton of "I'm so sorrys" but you are hosed. I called the insole manufacturer to see if they would authorize an RMA. Nope. I pay postage. I called F.F. back and without screaming or yelling asked for a manager. After 15 min. in hold a guy comes on and says his "I do apologize" and "I'm so sorrys" but would not budge.It is unreal to me in this economy that a company would lose hundreds of dollars from us annually over something this trivial ($15.00). It is the principal of it of course and not the money and after stating they lost me I asked what his personal opinion of the return policy was and he said he could not comment. Spineless too. Why would anyone buy fro F.F. when you could buy direct from manufacturer. If you have to handle the warranty yourself what is the advantage......Spread the word. The most mind numbing sugar coated customer service I've experienced for a while. "
"I bought a pair of Avia sneakers from famous footwear near the Tyrone Mall in St Petersburg Florida. Six months later the sole separated from the leather. An obvious defect in workmanship. No nothing. You're better off buying walmart generics."
"Extremely aggravated with this company. Without my understanding, I got on their email and texting lists. For too long, I have tried to get them to stop sending me any notifications. I have repeatedly talked to customer service on the phone about getting off these lists, but I still get this company's info about sales, coupons, promos--and at my cost to my cell phone. When I've tried emailing them on their website, my form never seems to go through, nor can you text them back with a request to stop all their messages since their phone doesn't accept my replies. Very upset with them, to say the least."
"Warning to buyers using Famous Footwear's online ordering site - unable to cancel multiple orders placed due to THEIR glitch. No way to cancel their error orders. Then got stuck with paying shipping costs both ways even when it was their fault; refuses to refund/reimburse ship fees. Customer service is definitely NOT their priority. Wished I had found this complaint board first before buying from them. Never again."
"We have no issues with the products, service, or pricing with Famous Footwear. However, we do have an issue with FF's return policy. FF will not allow a return of any product without showing a valid driver's license. The information from your DL is then entered into their system.We have been the victims of identity theft, and have no intention of giving them that information. This is especially in light of... - No DL was required to make the purchase - FF already has the funds for the purchase, and we have a paid sales receipt - I know of no other retailer that requires such information for a return if you have a valid sales receiptIn addition, FF is not flexible with this policy. In summary, we are stuck with shoes that are uncomfortable.This review is to make others aware of FF's return policy before making any purchases. Buyer beware!"
"Famous Footwear is a company with an invasive return policy and very poor customer service. To top it off, their prices are among the highest for discount stores. 1. Famous Footwear will not process returns without identification even if you have a receipt and paid in cash. Exchanging an item for a different color or size requires the same. The identification is scanned and maintained in a database. They could offer no explanation of what they would do with the information except that it was safe. 2. The employee at time of exchange identified herself as a manager. She did not know how the information would be utilized once obtained but was adamant the information is protected. When I suggested she call the customer service number she was trying to give me so I could resolve my issue she asked if I wanted her to wipe my --- too. This was all because I refused to provide my personal information for their storage.The return policy is not visibly posted in the store. It is posted in a location near the point of sale where it is not visible to the customer. In addition, it is also very small and unnoticeable. Despite this, they are confident they provide the customer with sufficient notification because it is printed at the bottom of their receipt which the customer receives only after the transaction has been completed. Rest assured the information will eventually be sold or shared with other direct marketing companies by the seller or the third party they contract to analyze and store the data. When you begin to get unsolicited mail or e-mails you will know how they got your information. They know they are overreaching and bank on consumer ignorance. According to the International Foundation for Protection Officers, refund Fraud thrives in a system that allows refunds to be processed without complete customer information and/or a receipt. Most fraudulent returns are either missing information and/or do not have receipts. If this is the case then why then do all returns require identification be produced to be processed. If you are not too concerned you should be.I will never return to their store or any other store it is affiliated with. "
"My boots came with paint or something like that on them. I didn't want to pay for additional shipping and meant to return them to the store. I didn't realize they had to be returned within 30 days, and now they won't do anything about it. Zappos has a ONE YEAR return window. DO NOT BUY FROM FAMOUS FOOTWEAR they are a cheap, trashy company."
"DO NOT BOTHER ORDERING FROM THIS COMPANY. I ordered shoes online in my normal size. The shoes I ordered apparently run small. I missed the return date by a couple of days and they will not accept my return/exchange. I was willing to take a store credit, but they said no. They will not accept them back. In this day and age, when we have so many online ordering options, I would NEVER order another pair from them and I hope they go out of business! LAME COMPANY!!!!"
"I ordered a pair of B.O.C sandals online from Famous Footwear. I received them in a timely manner, however, the sandal strap broke the 1st time I wore them. I contacted the company to find out if I could return the item for a refund and they informed me that, yes, I could return the defective shoes "via mail" BUT "Shipping fees are not refundable and return shipping charges must be paid by customer." The shipping charges were $10.00 to return a pair of defective shoes for a refund. I can understand that sometimes companies may have items that are defective, but to make the customer pay for the return shipping charges on the defective item is absolutely wrong!"
"Their home delivery is absolutely horrible, found some boots in store that were not the color i want but size worked, associate told me they had more colors avail through home delivery which was free, but free is not always better. I would have WAY more preferred to pay a measely shipping charge to avoid all this B.S., waited 7 business days, shoes had not came, tracked it online with the tracking number located on receipt, and said "unable to deliver; wrong address" What? The lady repeated my address twice to me in the store, address on receipt is correct, so i call the 1-800 number, and out of frustration and assuming its my post-mans fault or something, I ask for them to be just sent to the store (My only other option, after all) Anyways, woman on phone from the 1-800 tells me I know you're frustrated for having waited and i explained to her i live in an apartment complex so i had made myself avail to wait for the package at home, she assures me there's a "strong possibility" the shoes will arrive at the store before an additional 7-10 business days. So i wait 8 business days, calling the store everyday, people at store are getting annoyed, and today tracked my package again and it says that my shoes have been shipped and "delivered" (with a green check mark) to Lebec Ca. This is about 300 miles from where I live, and this is not the factory or source where the shoes came from, they came from Los Angeles when they originally left the factory store to be delivered to me. Famous Footwear sucks, The people in-store are completely patronizing (Someone told me "You can call back tomorrow-Saturday-Maybe they came...But don't call Sunday, Mail doesn't come on Sundays") Wow! Thanks! I wasn't aware! Delivery sucks, the people on the phone treat you like you're a moron, I will never order anything from them ever again. You get what you pay for! Free shipping equals somebody in Lebec running around in my shoes i paid for. Oh and the people on the 1-800 number close the phone lines early, i called them to check up on what i read today. Ugh!I thought it would be fair to include an update, after i reached the 1-866* number. I called yesterday, Monday, gave the woman on the phone the information she needed from the receipt, and asked her why the online tracker says it had been 'delivered' to Lebec. She says this is just another location for a factory, not the one of origin it shipped from, but that she's sorry to inform me that the request had never been sent to re-send the shoes, to the store. Wow! I can't get mad at the lady on the phone, its not her fault, but had to convey what a nightmare-ish stupid and time consuming situation over some boots. I cannot go to the store and get a return, i will have to wait for a check from this 1-866 entity...In another, additional 14 Business days! Most horrible experience ever will never ever shop there again and who knows what's going to happen with that and the time-frame."
"THEIR HOME DELIVERY SERVICE IS THE WORSE, I QUITE OFTEN ORDER ONLINE FROM MANY OTHER STORES AND HAD NEVER EXPERIENCED ANYTHING AS BAD AND UNRELIABLE AS THIS". I purchased a pair of boots at the store in December 2011. At the store before paying the sales girl said it would take 3-7 business days for delivery. The receipt however said 7-10 business days somewhat misleading, but I let that slide. Well I kept trying to track the order online and all it said was "A label had been created for it and that when UPS received it would be scanned/posted on the site". I called Famous Footwear (the 1-800 number on my receipt) and they told me that maybe UPS hadn't scanned the order or something but that the order was on the way. I ended up calling them again 2nd week of January 2012 as it turns out THE ORDER HAD NEVER BEEN PROCESSED NOR SENT. And as I looked at the delivery information that UPS had it turns out it was only going to be dropped off at the local post office anyways because UPS didn't have my home address all they had on file was city & state. They refused to expedite my order which in the previous call they said they would. They refused to electronically credit my card. They told me the best they could do was to send me a check by regular mail which can also take up to 14 days (they said). So they took my money for a month and still no shoes absolutely ridiculous. I can't understand how they stay in business. I look forward to at least getting my money BACK AFTER A MONTH IF NOT MORE, I hope I do not have to call them again about the check also. WHEN DEALING WITH THIS COMPANY, EXPECT THE WORSE SO IF ANYTHING ELSE HAPPENS YOU WILL BE PLEASED. TERRIBLE TERRIBLE UNRELIABLE SERVICE, EXPERIENCE, OVERALL DISSATISFACTION GUARANTEED, I WILL NOT BE GOING BACK.."
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