DSW Designer Shoe Warehouse

Reviews

• MG

  Marlon Giron

  Apr 21, 2026
  1.0
  Firstly, I would like to thank DSW and the associate who assisted us for ultimately providing a refund for the defective shoes. That resolution is appreciated. However, the overall experience could have been handled more effectively. Based on the messaging on the DSW website, it created the expectation that returning a defective product would be a straightforward process, essentially “bring it in and we will make it right.” Unfortunately, that was not our experience. When I brought in my child’s shoes, I encountered some resistance. The Velcro stopped functioning after approximately three months of use, rendering the shoes unwearable as they would not stay on. I was informed that DSW’s policy is to stand behind its products for only 60 days, with anything beyond that not covered. This was both surprising and disappointing, as it was not clearly communicated at the time of purchase. The shoes were purchased in November, and my daughter wore them for about three months. She rotated between other pairs, so they were not heavily used, approximately 50 wears in total. For children’s footwear to fail within that timeframe seems unreasonable. While I understand that policies must be followed, and I did not wish to escalate the situation, I was told an exception would be made in this case. I appreciate the associate’s willingness to assist. However, it felt as though considerable effort was required to resolve what appeared to be a clear product defect. There was also some disagreement regarding the condition of the shoes, despite them not showing significant wear. Although the matter was ultimately resolved, the process left me feeling dissatisfied. As a returning customer who has made multiple purchases for family and friends, and even bought a replacement pair during that same week, I did not feel valued. Clear communication of return policies is essential. If items are not covered beyond 60 days, that should be explicitly stated, rather than creating a different expectation online and then revising it during the in-store experience or framing resolutions as exceptions. Additionally, I was informed that DSW operates as a third party seller and was advised to contact New Balance directly. I had already done so and was directed back to DSW, which added unnecessary confusion to the process. Most importantly, children’s shoes should reasonably last longer than three months. Even within the constraints of store policy, there should be consideration when a product fails prematurely. Based on this experience, I am unlikely to return to DSW.
• GR

  Gabi R

  Dec 29, 2025
  1.0
  Poor and horrible customer service provided by Jenny and Sarah last night. They must be coached properly on how to attend to customers and store policies. Yes, DSW doesn’t offer military discount. Please freshen up on your policies. And although I told them, showed them online, they didn’t care to apologize. As a Veteran that is crazy DSW or Jenny and Sarah can care less about the troops.
• CC

  Courtney

  Dec 13, 2025
  5.0
  I came in looking for Christmas gifts and needed some assistance on a few things. Monica helped me and was amazing! She stopped what she was doing and got all the answers to my questions. She was so helpful! Jas checked me out and was incredibly sweet. Both Monica and Jas went above and beyond for me, thank you both so much!