Genesco
Reviews and Complaints

This company is a joke. They'll gladly take your money and will just put any item in a box that doesn't match what you ordered and send it to you.

False advertising on their website. Colors NOT as advertised. Ordered *** color stated was black/white...received black/cream...called and they don't even have black/white...their way of getting you to
Purchase and just hope you keep them...

I experienced discrimination at Journeys at the Savannah Mall in Savannah, Georgia (7804 Abercorn Street) by a cashier by the name of Laura. This type of attitude / behavior should not be tolerated as a representation for business. The incident not only made me feel low but it also made me leave the store without my intended purchase.

6 weeks and upwards for a refund. Bought shoes on Journeys.com and had to return them. After checking that they received the shoes back on June 15 and contact the, they told me it will take 6 weeks for a refund because of COVID-19... After checking today, again, they now telling it will take 6 weeks an upwards for a refund, why? Every single company i've dealt with during this pandemic refund me pretty much immediately. Why are you taking advantage of this situation to rip of your customers? You also ask for $7.95 return postage and for your customers to wait 6+ weeks to see their money back. Yes, there are delays, sure, but that's just ridiculous. Get your game together, if you can ship product in a timely manner there is no way you can't do refund in a timely manner.

Dealing with online purchases with this company is a joke. It's 2020 - it should not take 6 weeks for a refund.

I ordered 4 pairs of shoes online. They were sent in 3 separate shipments, but I will admit that they showed up fairly quickly. I wanted to return 3 of those pairs. In order to get a return shipping label, I had to contact them, wait for a response, tell them why I wanted to return them, and finally wait for *** to send me a shipping label directly. Once I finally received the single shipping label for 3 pairs of shoes (that were shipped separately, therefore had to find my own packaging) I had to then deal with ***'s awful system but that's a whole other story. Overall, it took me about 5 days to send these shoes out in the mail and now I STILL have to wait 6 weeks for a refund?!

Definitely will not be shopping online again with this company.

Journey's should consider changing how they authorize payment, I shouldn't have several of the same pending charges from a single purchase - that makes no sense and can hurt a poor person's bank account. I've seen plenty of reviews about this on the internet concerning Journey's and duplicate charges, I just wish I had read them before purchasing from Journeys. They double charged my account! It put my account in the negative and I was charged an overdraft fee by my bank. "I do apologize but our team will review the double charge and take care of that for you! We are unable to pay for overdraft fees." This was Journey's Customer Service response. Now not only was my account charged but I'll be forced to pay an overdraft fee. DO NOT ORDER FROM JOURNEYS! My bank requested a letter from them explaining their error and their response was that there was no error as the other charges were simply authorization charges and will drop off. Terrible business practices. Save yourself and just shop somewhere else.

I am FURIOUS. BEYOND FURIOUS. I placed an order April 15th for a pair of leopard ***. I waited a week or so to allow it to ship. I gave it time because I knew the mailing system was backed up. Well after 2 weeks passed I emailed them several times for tracking info only for them to tell me that the shoes were on backorder and should ship April 26th. I'm mad by then so I ask for a compensation. I'm given a lousy $5 off coupon on my next purchase! Wow I have to make a purchase to Receive a compensation? Well April 26th rolls around and by April 28th I still have not received tracking info! I email them several times only for them to finally respond by saying they don't expect the shoes to even be in the warehouse until March 16th! I am so so so furious by then and demand they cancel it! They cancel it days later and give me another lousy $5 off coupon! I am in tears by now because I still have not received my refund! I have waited and waited and absolutely appalled by the customer service. They will not respond to my emails about my money being refunded! I've been scammed out of almost $60! I would never shop with these crooks EVER again in my entire life!

I am very upset with the way I was treated by Journey when I contacted them because I believe my package was never delivered. Yes, I contacted the shipping company but the way I was spoken to like I was trying to con them out some $79 shoes was absolutely insane. I am a single mom and just wanted to once buy something nice for my child. I never once asked for a refund I just wanted the shoes even if maybe a discount but no I was spoken to like a thief and told someone would follow up I never heard anything back it's been over a month.

Order placed and not charged/billed properly Placed website order number [protected], utilized a gift card and Affirm financing, per the order, the remaining amount to charge and bill to Affirm is $174.99. However, the merchant has it fully billed as $299.99. They need to fix this.

I went to the Northgate Ohio location to return a pair of shoes. I wore the shoes 1'times for a 4 hour shift at work, they were very uncomfortable. I own 4 other pair of ***, these hurt my feet. I was told I could exchange them but couldn't return which I found weird. I called the customer service number, I was told I can send them back, they may or may not return them, and I would be charged a fee. Product_Or_Service: Shoes

Refusing to ship exchange, offered refund. Now stating they *** send a check instead. Store refused exchange/refund. Shipped boots to company, they received 1/27. Refused to reply to emails. Called & was offered refund to my card, offered expedited shipping of boots to be received 2/27. Company now says no. Refuses to refund back to card, states they *** send check & if I don't receive it, feel free to reach out to them again.

Cancellation of order I ordered shoes for my granddaughter for Christmas on November 24th in the amount of $32.66. I had no further communication from the company. I was able to find the shoes and went to cancel the order, and miraculously they won't cancel due to the shoes being shipped today. I find that very difficult to believe and also can't understand how they can not communicate with their warehouse to not ship the shoes.

I was on the website www.***.com trying to purchase sneakers and when I tried to checkout, I was unable to and a message appeared that said that my credit card information could not be authorized. I was using a debit card to make the purchase and I have money (obviously) that why I was trying to buy the sneakers. Maybe the people that own this business have bad business practices and no business ethics. Product_Or_Service: sneakers

I purchased a pair of sneakers on August 21. The sneakers arrived worn. On August 27, I went into the *** store, to return the sneakers, I ordered online. Order Number:XXXXXXXXX. The manager stated the sneakers were worn. I explained that I just received the sneakers and they are were not worn. They were probably sent that way. I called ***, the customer service. The customer service stated I can return the sneakers but they maybe returned, if they appear worn. As I stated before, I never wore the sneakers. The sneakers was probably shipped from a store.

I returned a pair of shoes that the company received on July 10th. I spoke with a representative of their company who confirmed this via online message and over the phone. I was advised that it would take 6 weeks to receive a refund. If someone can message me and take my phone call to confirm this I don't understand how it takes 6 weeks to process a refund. This process doesn't seem fair or legal. I still have yet to receive my refund and will never do business with this company again. At this point im considering seeking legal counsel. Product_Or_Service: Shoes Order_Number: [protected]

We left Journey's w/ only one shoe in the shoebox, where there should have been a pair. On 18 Jan. 2021, my family purchased two pairs of shoes ($178.80) at Journey's #1142 in the Miracle Mile Shops (Las Vegas, NV). After reaching our vacation destination in *** (UT), we became dismayed when we saw that the shoebox only contained one *** boot (Youth Custom 6" Premium Boots). The next morning we made our way back to the Vegas store to retrieve the other boot, which was still on display. Here is the order: #***. The sales lady who sold us the shoe was not in the store upon our return.

I spent considerable time reviewing shoes that could be worn on cement floors as I am a teacher in a low income school district. I am developing knee issues and need a shoe that *** accommodate my needs. I bought shoes that were rather expensive two weeks ago. After wearing them one time, it became apparent that they made my knee issues worse. When I went to the store to return them, they refused as they had been worn. It was never stated at the purchase time that I would be unable to return them if they were worn How else am I to know if they are going to make my knee pain worse? I have never had a high end shoe retailer refuse to return a pair of shoes after one use. Product_Or_Service: Stanton Moc Toe Venetian Black Order_Number: 7188

This morning I woke up and was charged with a $119 overdraft to my bank account, i didn't make any purchases to my account previously either . A couple weeks ago I made a purchase for only 6 pairs of shoes on there website ,the website glitched and charged me for 6 more pairs of shoes and took $238.00 plus the $270.00 from my bank account . I got ahold of the online customer service for journeys about the issue and they said they couldnt refund me and I would have to send the shoes back out for a refund . I looked on the email and I'm only getting 6 pairs of shoes but I dont understand why I'm being charged an additional $238.00. All I want is my refund of $238.00 back to my bank account . Product_Or_Service: *** shoes Order_Number: XXXXXXXXX Account_Number: XXXXXXXXX

On June 13th ( appox) I went to Journeys at christown mall in phoenix. I chose 2 pair of *** sneakers one black with multi colors and one pair white multi colored. Neither was in stock. Sales person did a search and said they found them at another store and proceeded to order them for me. I paid with my debit card $143.The next week I received one pair of shoes the black ones. So I returned to the store where i purchased the shoes. The sales person called corprate office. I requested to get different pair in the store or a refund of my money. I was told I could NOT get something different and they said they would NOT chargeback the money to my card even though i had the receipt.They said they would send a check within 4 weeks. That was back in June and I still have not received anything. Im very disappointed. They could have given me a gift card or something. Product_Or_Service: *** Tennis shoes white with Rainbow Order_Number:

I had made a purchase on March 24. I had paid for express 2-3 day air shipping via UPS. It is said, on their website. It takes ONE business day to process if made before 10am. I did not purchase before 10am. Therefore I assumed it would be the next business day. But no, it wasn't shipped out yet. So I called. They told me their was a hold on the account. I would have never known, since I did not receive an email informing me. And yes, I did use a valid email. Because I received an order confirmation. 3 days later, my shoes have still not shipped out after talking to someone yesterday saying they would bump up the shipping to Next day air. It's 12:44 my time right now and I expected to be shipped by now. This is unacceptable and not the first time I've had to deal with Journeys taking an excessive amount of time to 'process? and ship out orders. It was ONE pair of shoes. Ridiculous! Product_Or_Service: Shoes/retail Order_Number: XXXXXXXXX

Ordered 3 pairs shoes from this company but had to return them because of fit. I did in May but I've never got my $100 refund! Been almost 8 WEEKS! I bought 3 pairs of shoes online from this company *** store in my orders #XXXXXXXXX & # XXXXXXXXX. The fit was off or we didn't like them so I had to return them. I returned them via the return instructions per their website, I shipped them out to them via my *** Tracking #XXXXXXXXXXXX & #XXXXXXXXXXXX . *** shows the company *** in Lebanon TN received BOTH boxes of returns on X-XX-XX at 3:25pm signed by ***. I have emailed this company 3 times as of today asking WHY I have NEVER gotten my $100 refund! I was told it takes 4-6 weeks. It *** be 8 weeks in a few days and I still have not gotten ANY REFUNDS. I now get NO response back to my other 2 emails sent in the last 2 weeks asking what id happening! They have their products back AND my money! I want my refund ASAP as 2 months is RIDICULOUS to wait for a refund!

The Lack of not being able to cancel a recent order. There is a lack of not being able to cancel a recent placed order. The order was placed 4/17 I'm calling/ emailing/ and went on the chat as soon as they opened and we're available. I asked to cancel my order, it's 4/17 morning. They just opened. And they can not cancel my order, per *** G in live chat. There is no option to cancel anywhere on the email received staying they had received my order. The status it's being processed, it has not yet been shipped. The huge inconvenience this *** cause as now I can not pay my rent and with all the issues COVID has caused this is just adding to it. Please add a cancel my order button or add an option for employees to be able to do so. Returning is not an option for me. I need to pay my rent. And this is a huge inconvenience that could easily be avoided by changing your business practices. I have posted reviews already online about this situation as well as have read reviews about how Journeys cancels orders without explanation, meaning you can cancel an order you just choose not to?

I was shipped an incorrect order that was originally placed at a renowned mall in America. Returned by mail and I have not received a refund. I purchased a pair of shoes in store at a famous American mall on June 23, to be shipped to my home. I was shipped the wrong order and promptly returned them with a shipping label emailed and provided by the store. Order number XXXXXXXXXXXX. After not receiving a credit to my account, I followed up with the store on July XX, 2020, at 4:26 pm and was advised that the return order had been received in the warehouse and a refund would be issued. I followed up on 8/17 and spoke to a representative at 9:30 AM and was told the refund was still processing. On 8/27 I followed up with another representative at 11:00 AM and was told a request for refund was processed on 8/18 and was provided a case number. (XXXXXXXX) I have still not received this refund as of 9/11 so again contacted customer support and was again given the run around stating the representative would put in a request to have my case looked at and that process would be 1-2 business days. This is beyond frustrating and the worst customer service I have ever experienced.

I returned a pair of shoes purchased at Journey's using a prepaid return label on 6/3 and still have not received a check refund as of 8/21. I originally purchased a pair of shoes from the Journey's store located inside the outlet mall in Grand Prairie, TX using a VISA gift card on order/ transaction # 4590. The same gift card had been used at other stores at the outlet mall that day and was discarded when the balance on the gift card was $0. My daughter later informed me that the shoes were too big and since the size I had purchased was the smallest size available, I requested a refund. The store informed me they could only issue a refund to the original form of payment. I explained I no longer had access to the gift card as it had been discarded with a zero balance. They referred me to contact customer service to obtain a return label so that I could return the shoes for a check refund. After several attempts to get a response from customer service, someone finally provided RMA # [protected] and a FedEx return label tracking # [protected]; the tracking info indicates the shoes were received at their warehouse on 6/3. I was told to expect some delays due to COVID-19, but I should receive an refund in a couple of weeks. It has been nearly 12 weeks now despite repeated follow ups to their customer service department, I still have not received a check refund. On 7/27 a customer service representative stated they had processed a refund and that I would receive the refund in 3-5 business days. I followed up again asking them to confirm that the refund was processed as a check since, as previously stated multiple times, I no longer had access to the VISA gift card that was used for my original purchase. I have followed up on a weekly basis and still have not received a response or a check refund. I advised that if this was not escalated and resolved immediately, I would file a complaint with the ComplaintsBoard.com. As of today, I have received no further response from this company.