Complaints

This profile includes complaints for Caleres Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Caleres Inc. has 291 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Caleres Inc.

  8300 Maryland Ave Saint Louis, MO 63105-3645

  
• 

  Famous Footwear Outlets

  120 Laconia Rd # 124 Tilton, NH 03276-5236

• 

  Famous Footwear

  2571 Shoppes Blvd Moosic, PA 18507

• 

  Famous Footwear

  470 Route 211 East Suite 111 Middletown, NY 10940

• 

  Selby Shoes

  417 5th Ave New York, NY 10016-2204

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:01/22/2025

  Type:Product 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 had went in store 11-2-24 to buy a pair of shoes, they did not have my size so they were going to send it in the mail. I gave the employee my correct address. I received an email saying where it was going to be delivered and the address was wrong. I called the very next day 11-3-24 to try to cancel the order as it was being shipped to the wrong address. They told me they couldn't do that until it was delivered to the wrong address. So I had to wait 10 days to call them back to try to get a refund. I called them back and they said they would issue me a check for the refund. I waited weeks to receive it, nothing came. Called them back and they said they sent it to the wrong address, would send another. Waited about 10 more days, nothing came. Called them back and they said that the person never sent it and they would send another. Never received it. Called again and they apologized and said they would give me a gift card for the hassle AND send me a refund check. Never received the check and now they're saying that the gift card was the resolution which that was not agreed upon. The customer service *** said they would send me a refund as well and the gift card was an apology

  

  Business Response

  Date: 01/23/2025

  Customer will receive a Refund Check within 4-6 weeks.

  Customer Answer

  Date: 01/24/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/19/2025

  Type:Product 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 bought a **** off court for my toddler on 01/06/202 that cost $37.44. Not even a week later the inside of the sole ripped. I came back today 01/19/2025 to exchange with a receipt and the worker refused to change my son shoes. She claimed it was worn, which obviously it was, otherwise why would we have bought it? Ive purchased numerous pairs of shoes from here over the years. This by far has been the worst experience. They do not stand by their return policy. I came in with a receipt and clearly showed that there is a manufacturer issue. They were not ready or able to help me. Instead insisted the shoes are worn OBVIOUSLY.

  

  Business Response

  Date: 01/21/2025

  With this being an in-store purchase we would need the receipt or 
  Date
  Transaction number 
  store number 
  reg  
  this information sent in with the shoes. We've already sent a return label to the customer for them to send back to our office for a refund.

  Customer Answer

  Date: 01/21/2025

  Please see attached document requested. 

  

  Business Response

  Date: 01/21/2025

  We ask the customer to use the return label we emailed them and place the receipt in the box when sending in.

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I will be sending the shoes through mail this week.
   
  Sincerely,
  
  Mirite *****

• Initial Complaint

  Date:01/17/2025

  Type:Product 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.

  As stated on the ************************* site We stand behind the quality of our products and if you feel your shoes have a manufacturing defect, or if you have any questions concerning your order, please feel free to e-mail us. I have tried without success to arrange a return of a pair of boots allowing me to order the same boot, with correct sizing. As this was listed as a final sale, my initial request has been denied. The last email that I sent is dated January 8,2025:tCat ??2.0 out of 5 stars Sizing is WAY off Reviewed in the ************* on March 21, 2024 Size: 7Colour Name: Black LeatherVerified Purchase I originally purchased these *** ******* boots in a size 7. They were huge so I ordered the 6 1/2 and they were way too tight. It's hard to believe that a 1/2 size can be so different. I really loved the look of these boots and disappointed that they didn't fit.Hello, that review. (not mine) confirms my testimony that the sizing is not true-to-size, as indicated on the website for the boot description. I wonder if those very boots that tCat returned were shipped to me!? These boots fit more like a size 8. I believe that the boots I received are defective in sizing and I want to return and purchase the 6.5 or even another sized 7. I am not satisfied with a blanket no return policy for a sizing defect/discrepancy with your product. It is not working in good faith with the customer to deny a return when obviously there is a problem with the merchandise. I cant understand why I am being penalized for no fault of my own. Please reconsider your decision to not accept a return allowing me to reorder these again.Caleres Mission Statement is Our legacy is our more than 140 years of craftsmanship and our passion for fit, while our mission is to continue to inspire people to feel great feet first. Passion, Curiosity, Creativity, caring, Accountability these are the values that drive us. PLEASE HONOUR YOUR MISSION PROMISE.

  Customer Answer

  Date: 01/21/2025

  For clarification, the boots in question are the *** ******* ****** ***** Leather size 7 ankle boots that I purchased on the *** ******* Canada website.

  

  Business Response

  Date: 01/21/2025

  
  We've issued a one time curtsey return label so the customer can return this final sale **********************. label was sent to the email that the order was placed with. Once the warehouse gets the return it can take up too 2-10 business days to processes the return and then another 2-10 business days for the funds to come back to the customer. 
  

  Customer Answer

  Date: 01/21/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  
   
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/12/2025

  Type:Sales and Advertising 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 purchased a $100 gift card on 12-24-24 on their website, they had a promotion to get a $20 gift card with that purchase. I never received that emailed gift card. I emailed the company on 1-5-25 to inquire about the promotional gift card. I received a response on 1-8-25 that I would receive a credit to my card in 72 hours. I have yet to receive the credit for the $20. I than went into a store to return a pair of shoes, on 1-11-25 I was told I would have to exchange the shoes instead of returning if I didn't want to lose my $15 reward credit that I had earned and a $10 gift card I used to make the purchase! I did not want to shop for another pair of shoes but I did not want to lose my credit that I had used or my gift card! I want my $20 gift card,$10 gift card and my $15 reward credit returned to my account for the total $45. The photo attached is the email from the company and the Sorel boots I want to return

  

  Business Response

  Date: 01/28/2025

  The customer has contacted us today about not receiving the points in their rewards account that they were supposed to get in place of the $20 gift card. The points have no been added to their account and should be available to use in the next 72 hours. We did not see a transaction under their rewards information for the return of the Sorel boots they mentioned. As a courtesy we have added the points back for that $10 and $15 discount they had on their purchase so they can use it again on a future purchase.

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:01/11/2025

  Type:Product 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.

  ********* sales promotions. I ordered four pairs of shoes during a "buy one get one at 50%" sale. Two of the pairs of shoes did not fit so I returned them. I was surprised to see less credit than I expected and the representative I spoke with said I "returned both of the 50% off pairs" and kept the full-priced ones at home. This makes no sense, I have two pairs of shoes at home and if I had just ordered those two one would have been full price and the other 50% off. I did not get to choose which ones were 50% off! One of the pairs I returned should have received a full price refund. The prices of the shoes kept and returned were exactly equal.

  Customer Answer

  Date: 01/13/2025

  Last name requested - it is *********

  

  Business Response

  Date: 01/31/2025

  After investigating the refund amount we have refunded the corrected difference back to the customer original form of payment. 

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:12/04/2024

  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.

  On 12/1/24, I ordered a pair of shoes through the LifeStride website. I paid with ******** and my incorrect address was put in for shipping. I immediately contacted the text support line to ask if I could have the shipping address changed. They said to send the new address and they would send it to the processing center. Hours went by and I never received confirmation. I tried calling, but as it was Sunday, no one was working. The following day I got an email saying they can't change the address and I can return the package once I get it and order again. I can't return a package I never receive. I called customer support, who told me that it's never possible to update a shipping address, despite the text support line misleading me to think that it was. At this point, I was outside the one hour cancellation window. I was told my only recourse is to track the package, and once it's arrived, I can file a lost package report to seek my refund. I have repeatedly asked for cancellation of the order and a refund to which no one is receptive. The customer support text line gave me wrong information resulting in this dilemma. No package has even been received by ***** at this point, and I see no reason why they can't just update my address or cancel this order due to their mistake in providing me with incorrect information. No one in customer service has been helpful on this matter.

  

  Business Response

  Date: 12/05/2024

  We reached out to customer ******* ******* on 12/4/2024 again and advised her once the full shipping time frame elapses we would open a lost shipment investigation and work to make her whole.  If the package is not received she would receive a refund.  This package has not yet been delivered.

• Initial Complaint

  Date:12/03/2024

  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 am needing help with an incident at the Famous Footwear location in *******, ****. It was on Black Friday/ so the 29th. I was the first ****** at the register ar 10am. I had a pair of shoes a friend had boughten me, but didn't fit. When they went to refund me my shoes, they didn't give me the whole refund. It was only $48.14. I had the young gal get the manager, because they still owed me more. The shoes itself was over $70. The manager- was either not trained well enough or she was trying to do something illegal. She did agree that I was owed $32.15. But here is the crazy part. She made me BUY the shoes again for $32.15. Then she made me return them AGAIN. How is that a refund??? I DID NOT GET MY FULL REFUND. Famous footwear still owes me $32.15. I feel like I had money intentionally stolen from me. I truly believe famous footwear stole from me. This is illegal and I am demanding for my $32.15. I have a witness. My boyfriend was with **** don't know who can help me. But I would greatly appreciate any help I can get.

  

  Business Response

  Date: 12/03/2024

  We are doing research on the transaction(s) and will email the customer.

  Customer Answer

  Date: 12/04/2024

  Caleres hasn't reached out to me yet. I need them to reach out to me. I need this settled because they owe money.

  Customer Answer

  Date: 12/04/2024

  Complaint: 22632357
  
  I have reviewed the business' response and am rejecting it because:
  
  Caleres hasn't emailed me. They never haven't reached out to me. They owe me money and I want it back now. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 12/05/2024

  On 12/3/2024 we escalated this issue to our Customer Resolution Team.  Once our Customer resolution Team reviews this issue (which may take a few days or so) they will send the customer an email with an update on this issue.

  We need a few more days to look into/research this issue.

• Initial Complaint

  Date:11/14/2024

  Type:Product 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 boots through Famous Footwear website, received them on 10/24/2024 and returned them on 10/25/2024 at the listed store location. Transaction 6850. Register 2. Store 3623. Associate ******.The refund should have been for $24.98. I was told it would take 10 business days.When I called the ************** number on 11/7/2024 (reference number 241107-000473) I was told2-3 business days. It never happened.I called today spoke to Jouwell 11/13/2024 who claims there is trouble issuing the refund and has handed it off up to another department. At this point they either need to issue my refund today or cut me a check.

  

  Business Response

  Date: 11/15/2024

  Customer was refunded back to the original form of payment.

  Customer Answer

  Date: 11/15/2024

  This has been cleared up. Thank you

• Initial Complaint

  Date:10/29/2024

  Type:Product 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.

  Hey there Allen Edmonds, I had ordered a pair of shoes on 6/6/24 (order # ************ *************-toe Oxford in size E). I paid a total of $220.58 after discounts/sale. They were too narrow and I returned them. I just reordered (on 6/25) the same shoe in 2E width (order # ************), and now the price is ****** after discounts/sale. A difference of $******.When I originally called to return the shoes purchased on 6/6/24 I was told that after I re-order the shoes I could email the customer service team to get a refund of the difference (******). I have sent two emails to Allen Edmonds requesting this price correction. I did not even receive a response....pretty poor service. ****

  

  Business Response

  Date: 10/29/2024

  We have looked into the customer's account and see that the last time the customer contacted us was about initiating their return on 6/25/2024. We do not have a record of the customer contacting us back about placing their new order and asking for the price adjustment. We have processed a $107.16 adjustment on order #************. The customer should see the funds come back to their account within 2-10 business days or within the processing time of their financial institution. 

  Customer Answer

  Date: 10/31/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/28/2024

  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.

  Date of transaction was October 27th 2024. The total for this transaction was ***** I paid 77 dollars in cash and I attempted to pay the rest (*****) on my husbands Apple Pay. The checkout device stated that I was only approved for a portion of the money so my husband transferred in 7 dollars more and we tried again. He tried to transfer in 15 now this shouldve been enough but it kept saying my account was only approved for a portion so he added in 9.25. Each time I specifically pressed cancel but looking at my account history it took the money out but famous footwear claims they dont see those transactions on their side. I called customer care and same thing. But now she says its refunded itll take a few days but at the same time she says they never took money out and they dont have my money the status on my bank says the transaction was approved and it was paid to famous footwear. They stole my money and they refuse to give it back.

  

  Business Response

  Date: 10/29/2024

  We see that the customer previously contacted us about the situation and we have 3 recorded transactions listed for 10/27/2024. We see that the first transaction was the original sale and the tenders listed are $77.00 and $20.85 in cash. The second transaction was a refund with the tender listed as $97.85 cash. The third transaction was another sale with the tenders listed as $77.00 cash and $20.85 charged to a debit card ending in 4065. We are currently doing further research to see if we can find other charges to the customer's debit card in other systems. We will reach out to the customer via email once we have finished our investigation.