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March 2024 by Silvia Q.
There weren't any shoes in my size. The associate told me to check the clearance rack. There was a great pair of shoes there in my size and in the style I wanted. When I took it up to the register they told me it wasn't on clearance and someone had put it there accidentally. Really disappointing customer experience. They should have someone check that section to make sure everything there is classified correctly. I didn't even get a small discount for the inconvenience. I won't be going there anymore.
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January 2024 by Lucy Sun
I bought an $80 pair of boots and the leather started peeling 30 minutes into my first wear. I return to the store a day later and they refuse to refund and insist that it’s normal and not a quality issue, only offering $10 off my next purchase. This store will sell you expensive, defective shoes and take no accountability for defects. Horrible customer service, will never buy from DSW again.
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January 2024 by Lime Cove
DSW is basically practicing theft at this point. I ordered boots in the store on November 26 and I never received them. I've gone back and forth with the store in Fremont, California and even got banned from the store because I demanded my shoes after not receiving them for nearly a month. I was told that they are discontinued and the order could not be fulfilled. I was also told that if I want to buy another pair of shoes, they would give me 50% off. A joke! Not a refund...but spend more money and get a discount. Their sales associate Lulu even called the cops on me and then called her boyfriend, who waited outside the store for me and then attacked me and my friend when we exited the store. I have video footage. I then called customer service and they said they could expedite shipping and the shoes would arrive in two days. That was two days ago and they still have not shipped. I'm reporting these crooks to the Better Business Bureau. So ghetto! They are still selling these shoes on their website even though they are discontinued. Customer retention is a very simple concept - treat your customers well and follow through on your promise and your customers will return. I'm a loyalist but I can't be loyal to a company that behaves like a bunch of scavengers.
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January 2024 by Lucy S.
They sold me an expensive pair of shoes that had the leather start peeling off 30 minutes into first wear. I come back one day later and the manager refuses to refund me for the defective item, stating it's been worn. They take no accountability for bad quality shoes. So disappointed and will never shop here again!
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January 2024 by Michael Alfred B.
Was just at the store (1/8) at 5:50 pm and an associate by the name of Indy followed me around and asked me if I needed help. I simply said no and thank her for asking. Noticed that she stayed very close and cautiously looking at my actions. She was also on her phone, which makes me wonder if she was calling local law enforcement. What make me very uncomfortable and felt profiled was when I stepped out and caught her looking at me thru the window. This whole time she let the her station at the cashier and let people in line. That's when I went in and asked her why she was looking at me at the window and she can definitely check my pockets. If I did steal something would the sensors go off??? I kept asking her feel free to check and call the cops. But of course no crime was committed so she couldn't do anything. All I ask was the associate to apologize or at least who kindness what I received was hostility from her tone and actions and only reacted in response to her behavior. Unacceptable!!!
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December 2023 by Indi M.
DSW is basically practicing theft at this point. I ordered these boots in the store on November 26 and I never received them. I've gone back and forth with the store in Fremont, California and even got banned from the store because I demanded my shoes after not receiving them for nearly a month. I was told that they are discontinued and the order could not be fulfilled. I was also told that if I want to buy another pair of shoes, they would give me 50% off. A joke! Not a refund...but spend more money and get a discount. Their sales associate Lulu even called the cops on me and then called her boyfriend, who waited outside the store for me and then attacked me and my friend when we exited the store. I have video footage. I then called customer service and they said they could expedite shipping and the shoes would arrive in two days. That was two days ago and they still have not shipped. I'm reporting these crooks to the Better Business Bureau. So ghetto! They are still selling these shoes on their website even though they are discontinued. Customer retention is a very simple concept - treat your customers well and follow through on your promise and your customers will return. I'm a loyalist but I can't be loyal to a company that behaves like a bunch of scavengers.
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December 2023 by Indira Mohamed
Ordering shoes from this DSW has been a horrible experience and I'll never do it again. I went into the store two weeks ago - 14 full days ago and I ordered two pairs of shoes. Shipping time was 4-7 days. One pair of shoes got delivered to the store but because of their staffing issues, it's somewhere in the stock room waiting to be processed. So, I can't pick up shoes that shoes that I ordered and paid for because of their staffing issues. My shoes are at the store but they're lost somewhere in the stock room. The second pair of shoes can't even be tracked. Tracking information has been unavailable for a week. Never again!
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November 2023 by College Appeal
Cassie was extremely helpful and welcoming on our last visit. Definitely has that holiday cheer/ spirit.
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October 2023 by Archana R.
The lady helping me with my returns was nice but the manager here, Louis, is really rude. I asked if I could use my bday reward (which I didn't know I'd even get it) on a purchase I made a WEEK before my bday. My bday was 10 days ago, and I'm leaving out of the country for a couple of weeks and this reward is gonna expire. The lady told me to speak with the manager and when he came up, he was rudely telling her she needs to say something and he doesn't understand when she's just pointing her fingers. The lady wanted me to ask him so I did, and of course, he said no, he wouldn't allow me to get $5 cuz I didn't buy the shoes in my bday month. I feel bad for that lady working under this unnecessary power tripper.
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September 2023 by Kris
I witnessed some customers behaving badly today, being totally rude to the salesperson. They continually "shushed" her when she tried to explain the stores return policy. She would be rightfully offended and upset by they way this elderly couple was treating and talking down to her. So she offered to let them speak to the manager. After witnessing this horrible behavior by the elderly couple, the manager dismissed the employee and told her to go take a break. He then proceded to explain the store policy, and the couple, who suddenly had a very different and friendly tone with him. He then proceded to overide the store policy and give the customers an additional discount. This is clearly a toxic work environment, and the manager should just empower his employees to offer the same service he was able to so that a loud and unruly customer always gets what they want. That would have prevented the entire incident... May race have been a factor as to why the cashier was so thoroughly disrespected? I'm sure of it. I then placed the shoes I was going to buy on the counter, explained to the manager that that couple was very disrespectful to his employee, and that because he did not stand up for the employee that was just doing as she was trained, he too was disrespecting her, and his behavior was unacceptable in my eyes. I told him I would never shop at his Fremont store again, and left without making a planned purchase. I was not the only person to tell the manager that his employee was in the right and that the customers were horrible. No wonder no one wants to work in the service industry. Toxic bosses and "customers" will lead to the downfall of brick and mortor stores. If you support these customers and "Karens" you will lose the repect of your employees and real customers who will take their business and skills somewhere else. Will this manager apologize to his employees and change his ways? I'm doubtful.
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September 2023 by Harleen
I have never found shoes that fit me at this place.
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September 2023 by H S.
Had to return an item. I run and get to the front door at 7:55pm on a Monday. The store is empty except for one couple. Their closing time is 8. Their operations manager (heavyset caucasian guy) is holding the door and wouldn't let me in. Told me they stop entry at 7:50pm (which of course isn't mentioned anywhere so how is a customer supposed to know?). He says it is 30 seconds to 8, while my phone shows 7:56. I explained I just need to return an item and will be out in a minute but he kept saying he will lose his job if he lets me in. Funny that a customer facing business would fire their store manager if he helped a customer! All my pleading doesn't help. He asks me to think about the situation from his perspective! Sigh... Neither of us was rude to the other person, or anything like that, just to be clear. The guy was unfortunately unhelpful. Finally he tells me if it was 7:55 he could have let me in, but now that it is 8, he cannot. I guess that policy of 7:50 just changed! Disappointed, I walk back and look at my phone, which shows the time is still 7:59. Oh well, I hope they do better and try to help their customers. I don't believe he was being honest about the time he was seeing in his phone. I believe he just wanted to close shop and go home without having to deal with another customer at closing time. I get it, its a tiring job. The reason customers go to stores still is for good customer service, and a good experience. If that's absent, then might as well do everything online (Zappos/Amazon/even DSW.com). That's how physical stores continue to close all over. That's a more likely reason for a store manager to lose his job. I wish no ill-will and hope the store does well and the employees keep their jobs. I just wish they think a little more about how they can help customers more. These moments leave a lasting impression. Whether it is positive or negative is up to the store employees.
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August 2023 by Jesse F.
Worst place I've ever bought shoes at to say the least. Immediately felt profiled over not having a receipt for an EXCHANGE not even a return. Sales rep tried to lecture me on holding on to receipts. Manager stepping in acting like he's trying to help asking the same questions "how did you pay for these? Because our policy states..." like bro idc about your policy this is an even exchange AND I was purchasing three other pairs of shoes. So as he was trying to lecture me yet again I cut him off grabbed my shoes and left. Didn't even get to pay for the rest of the stuff I just left it there. I could understand if I was asking you for my money back but I was getting the same shoe in a size bigger. I'm clearly never coming back and neither are my family members. You guys suck balls! I'm glad I purposely dress down to shop so I can expose you lousy fucks. Never again!
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July 2023 by Sabrina Limon
Good prices on shoes. Always sales. Staff is friendly
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July 2023 by Big E.
I have both the original receipt and a gift receipt well within their 90 day return policy and they will not give me my money back. Whatever you do stay away from this store. They are pirates.
