Journeys
Reviews and Complaints

I ordered shoes online directly from Journeys website, and have received confirmation both on the site and in my email, that I purchased ground shipping and that it would only take 3-5 business days. That was on the 5th of this month. It's now the 12th and I haven't received any further feedback. I tried tracking my order and it says "unavailable". I called customer service and received some crap answer about it being shipped direct from a vendor, but that doesn't explain why I was told by online confirmation AND a separate email a time frame that apparently was a bold lie. The representative gave another lame excuse saying that I should receive another email "sometime" next week about the status. Bottom line, if I buy something and it tells me it should be here in a certain amount of time, and says NOTHING about third party vendors, then that's what I expect to happen and I also expect your company to be able to figure out where my purchase is, instead of guessing when someone "probably" will get a hold of me...never again will I waste my time or money with you guys

On february 24, 2019 I ordered a shoes. Order number: [protected], I ordered a port royale red, when I checked the status of my order it says item was shipped but it was the wrong color from what I ordered it says they shipped a burgundy but when I received it, it was a black one. I am requesting my money back or sent me the item I ordered. This was a mistake from the store it came from or the warehouse, I am not willing to send anything back, all I am requesting is to send me my money or send me the correct item, that was you guys fault not me. Attached is the picture of the one I ordered and the one that was shipped and the one I received. The email in my order is [protected]@gmail.com

I purchased three pairs of tennis shoes on 11/23/18 as a Christmas presents for grandchildren. Christmas comes and the pair for my grandson does not fit. The day after Christmas, my daughter goes to the store with my store receipt for a return. Not only did the store refuse to provide a refund, they also refused an exchange or store credit because my daughter did not have my actual credit card.

Now the fight is on. After complaining to the customer service department, on 01/05/19, the shoes are returned back to Journey's under their shipping label. Mind you, no refund yet. After numerous phone calls and emails, there was always a problem processing a refund to my credit card. The store not only has not refunded my money, but now they also have the shoes.

My last conversation on or about 2/4/19, I had to threaten contacting higher up in the corporate office or the attorney general's office to get this matter resolved. Amazingly, an email was received the same day that promised me a refund check would be issued and overnighted and should be received in 3 days. The check was eventually received 2/15/19.

I have 6 grandchildren that would shop with this store. I will never shop this store again and neither will my children or grandchildren. BUYER BEWARE!

I purchased the tall bailey bow uggs from the store on January 5th. They didn't have my size in the color I wanted in stock so they said I could have them shipped to my house for free. So I just went ahead and chose that option. January 6th I kept getting numerous updates about my package. Then I received one that said package was damaged new label generated and was ready for shipment from a different address that it originally left from. So I started to get a little worried. When I then received a notification on January 7th that my package was delivered I was close to home. My package was in fact not there. I contacted journeys immediately and they said I would have to file a dispute with fed ex and asked if I wanted my money back or another pair of boots sent. So I then decided I would take my money and find a store that had my size in stock. After 10 days of hearing nothing back nor receiving a refund I called back and they said "oh fed ex has until the 22nd to make a decision" this made me furious. I paid $250 for these boots and they are basically telling me the decisions is going to be made by fed ex. So it was January 26th and still no word no email nothing. When I called back the customer service representative said I'll have to put you on hold and contact a supervisor because there is no updated information about the claim. So after holding for 45minutes the representative came back and told me that fed ex denied the claim. I was so furious. She said "well since you had to wait so long we will go ahead and give you a refund" which then she goes on to tell me since I paid by debit card I would have to receive a check by mail which would take 10-14 business days to receive. I honestly can't believe that Journeys thinks that it's acceptable to give a customer a refund literally a month after they never received their purchase. I will never ever shop at journeys ever again. Their customer service is by far the worst I've ever dealt with.

I went in Journeys Kids on December 22nd to purchase a pair of shoes for my son he wanted for Christmas. The first swipe didn't work so I did it again . The sales associate was just standing there and I was like it went through this time I thought it was because the first time I did not enter my pin, second time I did and it went through. Also my bank app notified me of the purchase. They said it didn't go through on there side and I showed them my bank account app and I was told it's pending. Every purchase I made that day was pending but they said I couldn't leave with shoes . I contacted customer support and was told it would drop off when they cashed sales out that day . It's now the 27th and the purchase has posted and I'm told to themits still s pending transaction. How ? I don't know what happened and it's clearly their system that's messed up . I feel robbed. I paid for shoes and couldn't leav the store . I've sent photos of my bank statement that they were paid and it did not drop off and it clearly says posted ! Nobody can help me and the managers at the store just say I don't know . Never again will I shop at this store.

I ordered on dec 8 th 2018 and my order was cancelled on dec 10th due to no product available. They continue to hold the money as pending on my credit card. Contected credit card and they informed me that journeys needs to release it back and have to 30 days. I'm so upset that journeys is delaying the time and after 10 calls no one would address it or help. The live agent line was incredibly unhelpful and the customer service number was equally unacceptable. No one took responsibility but blamed my credit card and myself. I will never purchase from journeys and will inform anyone I know to never buy from them. The main reason I'm so upset is I don't need the money but the principal it was taken so quickly but being released has been impossible.

I was in your store last week buying shoes when Lucy a sales clerk came over to help me. She is very good at her job very kind, funny and very helpful. While helping me Rachel came over and kept interrupting me and Lucy. Every time I talked to Lucy or asked Lucy a question Rachel would interrupt and tell what she though was best for me. She was rude and Lucy had it all under control. Lucy has helped me before in that store and I like her and I visit your store I ask if she's working if i don't see her. There were other customers in the store sitting down waiting for help and Rachel didn't seem to care. When Lucy was ringing me out Rachel stood there on her phone. She was annoying and rude and not someone I would have guessed to be a manager at all.

to whom it may concern,
i was visiting town and was at rolling oaks mall in san antonio, tx and was walking into the converse and journeys store and couldn't help but notice one of your employees, the assistant manager matter of fact, kassandra, trying to fight a customer. it looked very unprofessional. i am calling their store tomorrow but i wanted to try and get ahold of someone higher. thank you for your concern.

On 09/21/18 I attempted to return a pair of Vans leggings which were purchased on 09/06/18. During the original transaction, I asked the associate what was the return policy and he stated thirty days, unworn with tags attached and receipt. When I arrived on 09/21/18 to make the return you can clearly observe the item was not worn, tags were attached and proof of purchase was present. The associate who acted in the capacity of a manager pulled them out of the bag and said: "Nope, we can't return these". I asked why they weren't worn; she replied: "they were tried on and anything close the private area we don't take back". I asked her to provide me with that policy she could not I then asked for the corporate number. I have been a loyal customer for years, and made a lot of orders through catalog now in stores and have never experienced the humiliation or poor customer service such as this. I would like to simply make a return for an item that did not fit. If this is standard practice or policy please make it known for all customers so that they can decide if they want to purchase items from your franchise/company. I will not shop at that location again but have faith that this issue will resolved promptly as I do love the value and selection that your stores offer just not the service at that particular location.

Initially, when entering this location with my children for school shoes this burly lady with a wig and truckers hat with red t shirt and jeans, gave me the once over look stank eye and stood over me and my children and started talking loudly. Since the shoe was not in stock, I ask if we could order it from there she said we could. She ask for my email address and as I proceeded to give her the information SHE ask for she yelled " WAIT MY SCREEN IS NOT UP ! " I paused and looked at her because she was the one the asked me for my information prematurely. Then, after she continued to input my address and phone number, she said "What shoe size do you want!" I told her size 6 in women, she hollered " THAT SHOE IS UNISEX !" so I said I guess a Unisex 6. She then typed some more and said " IT'S NOT AVAILABLE IN THAT SIZE! What a waste of time.. Journey need to train their employees on the art of customer service. I'll NEVER give another dime to this location. I have never been so degraded and yelled at in front of my children ever! What a humiliating experience!GHETTO HOT MESS! NO CLASS!

I placed an order on August 9th of 2018 it said it would be delivered on August 14th of 2018. Coming in two different shipments shipments. I received one but the other one I did not. I looked it up because it said I should receive both instead I only received one so I was wondering where the other package was. I then tracked the other package which FedEx was carrying and it said refused by customer. I then called FedEx to ask because I looked it up and it said that it was undeliverable because of the address. I explained to them that on my Journeys website my address was correct then they told me that it was going to be an extra $15 fee charged to the shipper because of the address and they would need to correct it before they can send it out again. I explained to them that I was not trying to pay an extra $15 when it was showing that my address was correct. So they instructed me to call Journeys.. at this point I'm frustrated because it's showing that my shipping address is correct so I called Journeys! I was on the phone for over an hour waiting I was not even speaking to anyone.. I was waiting! She said to me that my address was correct in their system as well and placed me on hold to call FedEx. After being on hold for about 35 mins the phone hung up so i had yo call back and explain all over again to another young lady. She placed me on hold again and then come back to say that it would have to be investigated and that could take any where from 8-10 business days. I then politely ask for a refund because like I said school starts Monday I should not have to wait when I did not mess up anything and everything was correct on my end. She placed me on hold and come back and said that she did submit the refund and it can take anywhere from 24 to 48 hours. Today is August 16th of 2018 I still have not gotten my refund I didn't call Journeys back and I asked her what was going on again I had to explain the situation all over again. She then come back and tell me that they are going to receive the package today and that it can take anywhere from three to five business days after I told her that I cannot wait 7 to 10 business days to receive my refund when again I have done nothing wrong. Like I did explain to her UPS have always deliver my packages I have always received my packages on time if not before. I have always ordered from Journeys so this is the first time that I've had this I'm I'm not sure is to who messed up on which end but it was not me and it's really kind of frustrating when no one is doing anything about it.

I went to the journeys store at Tempe market place to shop for socks. Right when we entered some girl employee follows me and my brother the whole time were there, making us feel uncomfortable. Then when I ask her a question instead of helping, she laughs (twice). And she continues doing nothing and another employee decided to help. Idk why she's working there if she's useless and rude.

I was in there looking at shoes in the Branson store, and a manager walked in and was being as rude as possible to her employees and just had an attitude in general. I was going to buy two pairs of converse, but this store lost my business! I hope you guys find a better manager because the employees did nothing to earn that treatment! Until you do you guys have lost mine and my family's business

Walked into the eagle ridge mall journeys and was greeted by Addison. I came in for shoes for my son. She was dressed in some very short tealish shorts and a shirt that showed her stomach, and my son could not even look at the shoes, he was to distracted. She brought out a pair of vans that I had seen and bent over to put them on the ground. My son and I both could see down her shirt. I was infuriated and left the shoes on the floor and got my son and walked out. I will not go back she was dressed in a manner that is not work appropriate.

So I placed an order in the beginning of March for 2 pair of shoes to be delivered, they left a note on my door saying they delivered my shoes but no shoes! I've been calling and calling every month and they always tell me the same thing "we're waiting for the investigation to be completed in 8-10 business days" it's now June 21st and I still haven't got my shoes or my refund! Now I love Journeys but your customer service [censored]ing sucks! I really feel like y'all playing with my money!

I went to Journeys in Stonecrest mall to return some shoes that I got online for my babies. I brought them some vans which ran big. Anyways, so I went in the store explaining I had a return and as the guy was examining the shoes, midways he closes the shoe box like we don't sell these and that I would have to go 50 miles away to a journey children store. So I took my shoes, sat down and called corporate who confirmed what I thought that journeys takes all shoes brought from the website. I put her on hold and walked back to the store where I told him I had corporate on the phone. He hastily returned the shoes. It would've been a huge inconvenience to return these to a journey children store or send them back.

I went to the store at Dayton Mall (Dayton, Ohio). I was buying shoes for my disabled sister who was not able to be there to try on shoes. They didn't have the size/style I wanted so she told me I could order on line and return to the store if they didn't fit. "No problem with a return. You have a year"
The shoes were too narrow. Went back to the store and the first "manager" had no clue and had to call someone else. The other "manager" said they could not do a return because I had used Paypal. (I don't like to enter CC info at all these sites so I use Paypal).
Refused any type of return. "you have to use the Fedex label and mail it back. There should not be a fee"
I called customer service-indeed, they cannot refund to Paypal (everyone else can-holy cow!) And, I have to wrap, label and drop off the shoes at a Fedex location and it will cost me $8. What a load of crap. Two trips to the store, one to Fedex and it will cost me to boot. Use DSW-they rock. No more of my money to these jerks!

I have been shopping in your Racine store twice within the last month. I'm very disappointed because the 1st time there were no employees anywhere in the store, I shouted if anyone was there, but no answer so I left. I'm a very honest person, I could have easily walked out with a few items, and no one there to stop me. The only thing that I had seen was a sign on the counter that said they would be back from the bathroom. I was there for about 5 minutes, which is a long time to leave a place unattended for. The worst part is that I had left without being taken care of and the store looked like it was left unattended for longer than the time I was there for. The other time a Spanish man was exchanging a few choices words with a girl in the same Racine store. The person helping me communicated with me that that this was his girlfriend whom he was yelling at. What kind of customer service is your company running here? Never in my entire life have seen anything like this happening.