8310 Technology Dr. Charlotte, NC 28262
(704)547-9200
Reviews For Rack Room Shoes, Inc Corporate Office
Cynthia  | 1/30/12 |
| Actually, Everyone needs to complain to corporate websites that they want the companies to go back to everyday pricing. Realize Buy one get on half off is like 22% off each shoe. Penny's is changing their pricing to this. Remember buy one get one for a penny. In the end you were paying an inflated price for the first item and you also couldn't return the full price item and keep the other item for a penny. A pair of pajamas use to be $24 dollars but now because the uninformed consumer thinks SALE SALE SALE those pajamas are $45 on sale for $35. I rather have the pajama at $24. Think about it. This would solve the problem of people worrying about what they paid for an item especially when they lose their receipt. No one would feel cheated. When you return something it would be clear. It would be easier on the retailer as well as the customer. I even saw this at Khol's buy one mattress pad get one free and the price of the mattress pad was what every other store charges for them, maybe a little pricier. So email such stores as Rack Room,Khols,and Payless. Demand going back to everyday pricing. Yes it may not be on sale but everyday is then a reasonable price. | |
| Jacob | 1/24/12 |
| I am a sales associate for Rack Room Shoes. To put it simply, some of the comments are worth complaining if you were treated rude, but most of these comments are not worthy. When a customer comes into Rack Room Shoes they are to be greeting like so, "Hello, welcome to Rack Room Shoes. How are you today? (wait for response) Can I help you find anything? (wait for response) It is buy one pair get the second pair half off all of our shoes, and if you need any help at all just let us know." I say that every time a customer comes in, and to be honest half of the customers constantly walk away from me as I try to greet them. As for the returns. To return a pair of shoes for a cash refund the shoes must be unworn, with a receipt, and it must be within 30 days of the purchase. One comment stated that they had bought the shoes 4 months ago and they were tearing up and they had not worn them much. I am sorry that your shoes are torn up but you had waiting too long before you returned them. There is no way for any Rack Room Shoes employee to be able to tell what customer is telling the truth or not. A shoe that is returned will be resold, so that is why the merchandise must be unworn. All they can do is tell a customer what THE COMPANY policy is. Another comment said that they bought two pairs and got one half off, after they got home and their family member tried on the shoes they did not fit. they tried to return them for a cash refund and they were told they couldn't get what they paid for them. The reason the employee could not give you all your money back isn't a scam on Rack Room Shoes part, it is a scam on your part. If you try to return the pair of shoes you bought for full price you will have to pay full price for the ones you got half off. Many customers try to scam and return the full price ones later and keep the ones they got half off. So I am sorry that an employee may have been rude to you but it is so the company doesn't lose money. To try this is FRAUD and illegal. In conclusion if you have a problem and are about to get angry at an employee, remember, it's not always the employee that is not allowing you to get what you want, it's company policy and all company policies are made for a reason. I work for Rack Room Shoes and I have gone out of my way to help customers, not all customers have treated me with respect even if I have greeted them when they walk in and when they leave. after working there the past year and a half I have had only two sets of customers get angry with me because I was doing exactly what my employee handwork requires me to do. | |
| Jane | 1/9/12 |
| Please contact the store again. | |
| Tonia | 1/10/12 |
| Brittany did the store call back or did you? It was friday when you called. Most companies don't have staff in the office through the weekend. | |
Brittney  | 1/6/12 |
| I went shopping at the rrs store in the Greenwood mall after thanksgiving. They had a deal going on that you could possibly win a 2-minute shopping spree...I won. I was so excited but now a month later I still have gotten no call from them about when to come in for it. I drove to the store and asked what I should do and so guy say that he would call customer service for me...I'm guessn that there was never any shopping spree in the first place. I will never be shopping at that place ever again nor will I be recommending it for any people I know. Don't waste your time here! | |
| | 12/29/11 |
| Veronica Rodriguez at the RRS in Houston is imature w/bad manners and has NO business being a mananger, sounds and acts like a little girl. The store has a revolving door because she is very unfair. | |
Shelly  | 12/28/11 |
| Well, my experience at Rack Room Shoes is similiar to many of the reviews posted here, but with a twist. I purchased a pair of Twinkle Toes "light up" sketcher boots for my daughter the day after Thanksgiving from the Rehobeth Tanger 1 location. My daughter loves these shoes so I agreed to let her wear them 3 weeks prior to Christmas. She probably wore them about 9 times as she has several pairs sneakers/boots/shoes. Within the three week time period, I noticd the sole of the shoe seperating from the boot. I went to return/exchange with the receipt and not the box but was old that it was over the 30 day time frame I advised that it was a Christmas. I then asked for his Manager in which he replied that she was not there and wouuldnt be back until the following week. I asked him what day and he said he did not know. I asked for a telephone number for he store Manager and he told me that I should call customer service. I asked for his Regional director and he advised it was the same as the store manager. I again asked for a telephone number and was advised to use he customer service number. I asked for Corporates number and was again told to use the 800 number. I used my iphone and came across this site. I called the Corporate office and left a message. To my surprise, I received a return call from the Operations Manager, Mr Mcgullian. He was awesome. He followed up with the Manager trainee, Louis, and called me back to tell me I could return/exchange the boots. I ahd to drive back to he Rehobeth outlets, a 1 &1/2 hour ride. When I arrived the Manager trainee was much nicer. He didnt have the size I needed. He called another location who had he size. The manager there, Claudia was very helpful. So this actually ended in my favor however, customers should have to go to such great lengths to receive quality service. Without customers this chain will cease to exist. Thanks to the corporate office for taking a negative situation and making it a positive one. | |
| Annie | 11/16/11 |
| I purchased a pair of Sachony tennis shoes from the Rack Room Shoes store in Robinsonville, Ms. I didn't even wear them a week when they started coming apart at the side and the toe. I contacted the management at the store to no avail. They all know me in the store because I work in the same mall and they all shop at my store but yet they would not replace the shoes because they said that upper management would not permit them to do so. Upper management didn't mind receiving my money, however! I will never buy another pair of shoes there or at any other Rack Room Store! Talking to anyone about this situation is useless...... | |
| just saying | 11/9/11 |
| come on people...do you really think Rack Room takes any of our complaints seriously. They could care less! All the employees care about is getting a paycheck. Talk to the Regional Manager...you will get a song and dance from him. Talk to Corporate...same song and dance. It is our choice as customer's to not revisit their stores and that is exactly my choice. | |
| Margie | 10/2/11 |
| Some stores are good, some are not good. All stores need to be on the same page. I was saying if a shoe is three days old, a majority of our store would and should replace it. Leaving a paper complaint allows several people to see it and it can be forwarded. There is a problem if a store won't replace a shoe after three days. There will always be good representations of a company and bad. The key is to make them good and the legitimate errors of a company do need to corrected. The simple issue of text alerts is unsubscribing typically at the bottom of the text and the store should have known that. | |
| Not a happy camper | 9/28/11 |
| Sounds like Margie is a Rack Room employee, maybe a Rack Room corporate employee. Try calling their corporate headquarters or even a Regional Manager for that matter. They will all feed you a line of B/S. There is a saying...what goes around, comes around....and Rack Room, eventually all your rude, non-caring employees, management, and upper management will get their just dues. You don't treat people this way and stay in business long! There is one more time that I will visit a Rack Room...a going out of business sale...not to buy, but to gloat! | |
| Margie | 9/25/11 |
| Folks, not all Rack Rooms are like this. The best way to complain about the particular store is to go to the RackRoom shoes website to the contact us area. Tell them all about your issue and the store. The human at the other side of the email can read, analyze, respond and/or inquire to the issue. At some RackRooms evidence of the purchase on a bank statement and the shoes is all that you need. We prefer the receipt when possible. We may not be able to give you a refund but we can replace the shoe with same or different. Unfortunately in this day of age merchandise is not made like it has been in the past. I have seen that in certain apparal that use to wear great but can disinigrate in a few washings. If the person suggests you don't buy the same shoe (heed their advise) It does mean there is a design flaw and they have seen more than one come back. Instead of fussing on a website. Call the store and ask when the STORE MANAGER will be in. Go to the store manager. If the store manager doesn't help, ask for a customer service contact. If they lie that needs to be addressed because there is no reason to fear a complaint if the store is in the right. There is a phone number but with legitimate and not legitimate complaints this may not be that great. The quickest way to compliment or to complain about any company is to go to their website under the contact us button. Email can be recieved and responded too quickly without confrontation and it can be forwarded to the involved parties. | |
| bobby | 9/23/11 |
| I recently purchased a pair of shoes for my daughter at Rack Room Shoe Store in Waynesville NC. Two or three days later the shoes started falling apart. I purchased the shoes on a friday the following monday I was in the store buying a pair of shoes for one of my other children. I showed the defective shoes to the store manager. He told me if I could return the shoes with the box or the reciept I could replace them. As luck would have it my wife had thrown out the box and the reciept was in it. I was able to provide my bank statement showing I had made a purchace, at rack room shoes, for the price of the shoes. I was given a song and dance about the bank statement did not show what I had purchaced at rack room shoes although the cost of the shoes was identical to what was shown on my bank statement. Waynesville NC is a small town and rack room shoes is the only shoe store in town. I will drive to the nearest town that has a mall to purchace my shoes in the future. I will never purchase any of rack rooms overpriced defective shoes again. | |
| Chris Latham | 8/9/11 |
| RE: Short haired black saleswoman in your Wilmington, NC Mayfaire Location. My 17 year old daughter was "shopping" in your store about 3 weeks ago when one of your sales women with short black hair told my daughter and her friend that they could not take pictures of the shoes they were trying on and that she did not think that their "mothers" would approve of what they were trying on. She then accused my daughter of being disrespectful and not "Cleaning up" behind themselves. My daughter left the store VERY UPSET and just happen to leave her phone behind, she went back to the store and asked for her phone which you store associate with short black hair had locked up. Your sales woman with short black hair then called "Security" on my 17 year old daughter because your sales associate "though" she heard my 17 year old daughter call her a name. The security guard gave my daughter back her phone and she went on her way. She told her mother and I the story later that night. Now, here is where it gets interesting. I do not frequent your store, but I had the day off to shop with my daughter and wife, we happend to stroll into your store where we found a couple of pairs of shoes, when your sales woman with short hair approched my wife about my 17 year old daughter not being welcomed in her store. What your sales associate did not know was that my daughter told us the whole story, how your sales associate was rude, accusing her of being disrespectful and giving my daughter a lecture in how to be a good young woman.......nice start. #1 Why would your sales associate with short black hair approch my wife and daughter 3 weeks later, why would she approch ANYONE about the behavior of their children?? #2 Why are your sales associates not cleaning up behind customers and making sure they have eveything they need? Why are they telling them what NOT to buy and how to act?? I was blown away at how this sales associate acted towards my wife and I and how she felt like she owned this store. We left the store without raising our voices.....and noticed 30 seconds later that security had been called....yet again....I assume it was called on us. I am NOT HAPPY!!! I will be sending this email to your Charlotte Corporate offices. Chris Latham | |
| stag---from savannah georgia | 8/14/11 |
| 00000----stars: from what I read it seams that all the Rack Room Shoe Store are very rude, egotistically, self centered, self righteous, arrogant, superior, conceited, haughty, big headed, overconfident & supercilious. Why do you all torture yourselves. Place a dispute with your Credit Card Co. & stop shopping at the Rack Room Shoe Store. No one shop their, they will just go under. Their is mostly a lower class of people that work their. PLEASE do not get me wrong I believe that not all of the workers are as I stated in the first sentence. Their are some good human beings that work their. I would not take any of what I read from no man nor woman. Start shopping @ Penny's, Sears, Macy's, Dillards or all the major dept. Stores. You can find some great buys @ these stores and they will take back your returns.Thank you | |
| Jennifer | 8/20/11 |
| I signed up for text alerts ONE day to get 15% off a pair of shoes and now they will not stop texting me. I have contacted customer service multiple times to no avail. I even called the store today to see if someone might be able to shed some light on the issue and an extremely rude salesperson said, "We're really busy,can you call back later?" I asked to speak to the manager when I then heard her ebonics filled description of what I had just asked her about on the phone. The manager was zero help also and when I told him that the previous sales girl was rude to me-he hung up. This store is completely unprofessional and I do not ever plan on shopping there again. | |
| Chris | 8/23/11 |
| I bought a pair of dress shoes from Rack Room. The shoes lasted about 4 weeks at most and I work in an office and set all day. The shoes are falling apart now. Rack Room has got to be the worst shoe store ever this is not my first run around with them eihter. I will never return to there store. | |
| JKSA | 8/31/11 |
| WORST after sales service I have ever received. Does anyone know of an email address for someone in Customer Services who will actually give a damn? | |
| Not a happy camper | 8/31/11 |
| Rude...Rude...Rude...poor customer service skills...not helpful. When I asked to speak to the manager, this little girl told me that she could help me just as good as the manager. But if she had been paying attention to what I asked her in the first place instead of texting, she would have understood when I asked if they carried a certain brand of tennis shoes. I hate to go into a store where the associates act like you are bothering them when you ask questions about the products that they carry. Evidently she does not realize that purchases from people like me is what pays her salary. If all Rack Room store associates are like the one that I encountered in Sanford, North Carolina, I will never step foot in another one of their stores. | |
| | 9/6/11 |
| I need to know what is the number of coorporate of w shoes is a emergencie that people they give a wrong number of coorporate w shoes | |
| Maria | 7/7/11 |
| I have been a loyal customer of the local Rack Room Shoe store, 0426 since it opened in Las Cruces. I coach at a local High School so my family and I go through several pairs of shoes a year. For Fathers Day, I purchased the New Balance All Terrain 573 as a gift for my brother. After wearing the shoes for three days, I noticed that the toe section of the shoe was broken and the stiching was torn. I took the shoes back two days later. The youngman, a manager named Michael informed me that those shoes weren't defective that they were running shoes not soccer shoes. He insisted that the shoes had been worn to play soccer. First of all my brother is 57 and his soccer days are long gone. He insisted that the shoes were fine and that there was no way that they could be 3 days old. He insinuated that I was trying to pull a fast one on him. I informed him that I paid good money for the shoes, $69.99 he said no they are on sale $59.99, at this point he had a cocky attitude. He told me to contact the New Balance Company, because he wasn't going to make the shoes good. I really hope that the corporate office takes this complaint seriously and does something about it. | |
| Lisa | 7/13/11 |
| Rack Room Shoe store's policy on returned items is pathetic..They "state" on their receipts "unworn" merchandise--so my advise to any of you that shop at Rack Room--Don't buy the shoes unless you are absolutely sure that they are the perfict pair of shoes.If you were to even wear them in your home to test them--Look Out--No Refund...They are ridiculous on there return policy...I will Not shop at another Rack Room again----I will spend my hard earned cash at a store that appreciates their customers.....Beware......Even the Corperate office has No Customer Service Skills...DSW---Here I come....... | |
| j smith | 7/13/11 |
| I will NEVER shop at Rack Room Again!!!!!! Customer service sucks. I purchased a pair of boots and decided I no longer wanted them after a day(didn't go with my outfit) i went back to the store to return them and I was told the didn't have the money to give back to me this was at 7:00 pm the clerk was very nasty and told me I could come back in a couple of days if I want my money back and I'm holding up her line. I asked her if I could speak to a manager and she told me they were all managers I asked her for their corporate number and she said she didn't know it. I then stood in the line until a customer paid with cash so I could get my money back. It shouldn't matter whether you work check to check the employees at room rack should explain the process to the customer before doing the return if I decide to return something to any store that's my business ..almost everyone's lives check to check now a days | |
| Walter Cooke Jr | 7/15/11 |
| WARNING ATTENTION ALL MILITARY RETIRED, ACTIVE DUTY AND CIVILIANS, WARNING I am A 20 year Veteran and Current SERVICE TECH for another company We SPENT nearly $3900 on furniture. The delivery was nice; The initial set up nice, The QUALITY of what we received IS POOR! The furniture in the store appears to be of HIGHER QUALITY. One of the recliners has a spring coming through the material and the Loveseat has a thread about 13 inches coming out. This is a MAIN THREAD!! Service after the sale is nonexistent and beyond POOR! Customer Service is a joke although friendly VERY, VERY POOR and very misleading. Imagine They put the blame on me the Customer! I was told I would be called 24 hours before the service call to set up a time and that DID NOT HAPPEN! I called late in the afternoon or early evening and the office was closed! My only option was to call back in the am. My spouse had a doctor’s appointment at 0800 so my nineteen year old was at home. The Tech called my cell phone at 0831 left no message. When I departed the hospital at 0918 I saw a missed call so I called the number and left a message again at 1001 I left a message. Even if the tech could not service my furniture he could have returned the call or had the office call me! When I called the 888 number the blame game was on. What is most astonishing is we have a dog who always barks when anyone comes to the door, today magic no barking. I tested the door bell it worked but did not ring while we were gone according to our daughter who had the listed deficiencies and was expecting a ROOMS TO GO tech. Now according to the live customer service rep it is an automated call the day prior and my fault for not knowing this or for not receiving it. I called corporate office and they are trying to sweep it under the rug. I REQUESTED a supervisor call me and was told it would be within the hour or shortly thereafter! Now, it is by the END OF BUSINESS today, 15 July 2011. BUYER BE WARE is all I can SHOUT and SHOUT LOUD and I mean LOUDLY and CLEARLY!!!! IF, I can stop one person from making the same mistake of purchasing from ROOMS TO GO then I will be happy. If, in turn they stop one maybe ROOMS TO GO will understand the customers make the company! The company does not make the CUSTOMER! If and when this is resolved I will be back to give another rating but for now a NEGATIVE (-5) is too good of a report to give. I am a service tech and if I had done this I would be in front of my supervisor begging for my job. This is totally unacceptable from a service point of view. To sum it up with candor and frankness I WOULD NOT have any more ROOMS TO GO FURNITURE in my house even if they were to give it to me!!! I am Walter Ray Cooke JR Hephzibah, GA! P.S. This correspondence is written on a seventh (7.2) grade level so maybe the ROOMS TO GO EXECUTIVES will understand the context. | |
| Anonymous | 7/25/11 |
| I use to be the store manager for a RRS and let me tell you, I use to love my job, til our region got a new Regional Manager. I tried my best, but my best wasnt good enough in his eyes. I spent my day off in that store, since my asst mgr and my other associates would stand around and do nothing. The D.M./R.M. dont stand behind their store mgrs but they will stand behind the asst mgrs, and the M.I.T.'s and the part-timers. And then, when their are no other mgrs, the company expects the store mgr to work 30+ days 12 hour shifts, til they find some other person to train as a mgr. This is a 30+ training day. I worked 60+ days without a day off and my D.M./R.M. would not give me a relief day. Is this Legal? I dont like to get cussed at especially when I am working my A** off, like my D.M/R.M use to do to me, and several other store mgrs. On the day that I left, I had terminated my one and only keyed mgr, so that meant that I was going to have to work 30+ days, and I refused to put myself into this. So I walked out, and left the unkeyed mgr. This turned the company up-side down. My D.M./R.M. was on vacation at the time. I will never go back to this company, especially how they treat their Store Mgrs. I do hope one day this Company will open their eyes, and get rid of some of the Higher up's, and come down to reality. This company is so Old school. Btw, to the customers, make sure that you check out your shoes. This company made us Crazy glue some womens sandles, instead of sending them back to the vendor. This company really SUCKS!!!! And the store mgrs I stand behind you and all your hard work. I was there and I know how you feel. UNAPPRECIATED! | |
| Words from a EX-Store Manager | 7/25/11 |
| I have read some of these complants by customers & Associates. I totally understand some of this crap that goes on with this company. I use to be a store Manager, and let me tell you the Store mgr gets treated badly. But Who's to say its owned by a GERMAN, that doesn't even know how the associates are being treated by the Home Office higher ups. According to my old Regional Mgr, if the store mgr is working a open - close (by themselves) they are required to take a 30 min break, and clock out and stay in the store. If we are needed we are to clock back in, to help the customer. There were days that I only got a 5 min break. If I stepped out to smoke, my Regional mgr would say that I was stealing time from the company. When my mom was in the hospital dying, my Regional mgr wouldn't let me leave the store since I was training managers and he threatened my job if I left to go see my Mother. I called H.R. and they told me that it was my job to train my mgrs thru thick and thin. Needless to say, I lost my mom without saying good bye to her. The Regional mgr that I had was a total ass, to myself while I was the only one that worked. Never said, thanks for doing what your doing or nothing. If I could only reach to those people that want to work for Rack Room Shoes, DONT DO IT! If your in management, say no if they want you to transfer, the company wont help you out, they usually give you like 3 days to find a place, and then if you say that you cant find a place to live they get pissed off at you. The one thing that I want to say is "RACK ROOM SUCKS AS A COMPANY, AND LEARN TO TREAT YOUR STORE MGRS WITH R.E.S.P.E.CT." | |
| Laura | 7/26/11 |
| I will never go back to the Rogers, AR store again. They are so RUDE up there. The new Management have not a clue what is going on. I asked what happened to the old manager and I was told to mind my own business, by some girl that had a low cut blouse on. I told her that I wanted to talk to her supervisor that is above her, and she told me that he wasn't there. With the old manager not being there, I will be going to the Fayetteville store. I refuse to be talked too like that. Atleast, with the old manager he bent over backwards to make the customer happy. These idiots dont know what the heck their doing, and they just want to stand around and talk about their personal life. I did go into the fayetteville store 7-25-11 and Ms. Erin helped me, and she is so nice I felt at home with her helping me find a pair of shoes for a cruise. She has a great team of people, hope they stay there. As for Rogers store they just lost a customer. | |
| Suzie | 6/23/11 |
| Folks, Ask for the customer service number if a manager refuses to exchange a shoe that disintegrates with minimal wear and tear. Of course some people do consider major wear and tear slight. Nothing is more irritating than a person who wears shoes to an event and then brings them back the next day with some excuse. Four inch heals as a whole are not comfortable and if you buy them when they slip its your fault. There are people calling customer service for the most trite things. So call when there is legitimate reasons. Shoes do on occasions become unglued and should be replaced. Be honest though, if your child wears a shoe day in and day out for three months he has gotten his wear out of the shoes. Folks, Learn about your debit cards. If you return something and you have used a debit card, ask if it is possible to have cash back. If not, it can take up to seven days for the money to get back into your account. So if you live paycheck to paycheck don't buy stuff you are going to return. If you exchange a piece of electronics that costs $200 for a more expensive electronic and store has to completely return the $200 electronic you will have that money not in your account plus the new item so don't do it if you don't have a financial cushion. Buy the item that you want and don't return it.If you do, pay cash. It is not the stores fault that the money isn't in your account immediately. Keep your receipt showing the return, you shouldn't be calling a store and fussing and then not even have your receipt to show there was a return. If a receipt shows a negative amount rest assured you will get your money. | |
| t c | 6/13/11 |
| I was in the location in sawgrass mills and was treated so | |
| TC | 6/13/11 |
| I hate this company and plan on sueing them for grabbing my 2yr old daughter foot thinking we stolen a pair of shoes that her grandmother bought her that they didn't even carry and then not even to say sorry Sawgrass mills Florida location is the worst and corporate dont even care I give them no stars | |
| Leslie | 6/16/11 |
| I WANT TO BUY SHOES ONLINE BUT THAT SEEMS COMPLETELY IMPOSSIBLE! I DO NOT LIVE CLOSE TO A RACK ROOM. WHAT DO YOU SUGGEST? | |
| Terri | 6/17/11 |
| I purchased a pair of Nike Reax shoes at the Calhoun, GA store in Feb of 2011 and it is now June 2011, 4 months have passed and the bottom sole of the shoe is coming apart. I want to add that these shoes have been worn a minimal amount of times, I am a flip flop kinda girl. I took my shoes back to get another pair, I still had the receipt, and the store manager, a kid younger than myself was very rude and acted like he didn't care that I had paid $60.00 for a pair of shoes and they were already tearing up. I will not shop at Rack Room again, even though I like their Buy one get one 1/2 off. If they can not stand behind the products that they sell I WILL NOT SPEND MY MONEY THERE. | |
| | 5/27/11 |
| Wow, reading all these posts makes me want to cry. I work at one of the rack room shoes in Arkansas and I would NEVER treat a customer this way. I will do whatever it takes to make all my customers happy. I, also, think that the military discounts should be given every day, not just Tuesdays. Last I heard they were working 24-7 not just Tuesdays. This makes me extremely upset and I can't stand having to explain to a customer why they can't get a military discount on any other day of the week. :( Is there anyway that we can change this policy and make it everyday? | |
| Jenny C | 5/17/11 |
| What atrocious customer service at the Brook Highland Plaza location in Birmingham, AL. manager named Cassey fit my child with Fila Skeletoes a month ago that busted at the seams. When I tried to return the shoes, she said that they wouldn't warranty them b/c were "obviously" too small. I wound up with a pittance of an in store credit (b/c of the BOBO return policy) and no shoes for my child. They were a birthday present. So much for "Happy Birthday"! I will give the in store credit to a homeless person before I step foot in that store location again. Cassey is the type that shouldn't be in the front of a store. | |
| What a horrible customer service level! | 5/17/11 |
| Rack Room Shoes has such a terrible, unfriendly policy on returns, even on defective merchandise. BUYER BEWARE! | |
| Apologies | 5/11/11 |
| I would request that the two comments from 5-10-11 be deleted from your comments sections...they were made in anger... | |
| Damikka D | 5/5/11 |
| I have bought several pairs of shoes from the rack room and it is a miserable experience if anything happens to the shoe and you may need to return it. I had two pair of heel and one the buckle broke after 3 weeks of having and only weaing them twice and then I had a paid of wedges that completly separated at the seam. I was made to feel like a crook or that I was scamming the store out of money. Both time I had visited Arizona Mills mall for the returns with the legitimate receipt. | |
| Rack Room Sucks!!! | 5/10/11 |
| Rack Room upper management is very uncaring. One mistake from an associate, no matter how minor, and you are on their list...no bending the rules on their part. Doesn't matter if management's actions hurts the employee or their family. Doesn't matter that you work extra hours whenever they want you too or fill in whenever they want you too...it's all about their not bending the rules. There is a saying "what goes around, comes around". | |
| Alexis | 5/10/11 |
| I work for your store in Sanford...management sucks. I agree with the comment made about the Sanford store from T. Thomas. | |
lynda felty  | 5/3/11 |
| Bristol,va store the employees acted like family. I was greeted with a hello and smile and offered help without asking | |
| suzie | 4/11/11 |
| Kelly Stores can accidently let mismates get out of a store. Take them in when the store manager is in. | |
bambi  | 4/18/11 |
| The greeting I receive when I entered #229 Bristol,Va was so friendly and was offer help and didn't have to ask.I thought that kind of service didn't exist anymore. Keep up good work! | |
| kelly | 4/4/11 |
| i bought a pair of shoes for my son. he tried on one of the shoes for size while we were in the store. when we got home, he put on his new shoes only to realize they were 2 different sizes. the receipt has been misplaced. i called them and they said i can come get a credit. NO NO NO!! your policy is that your employees inspect the contents of the shoebox before finalizing the sale and this clearly was not done. i will be there in the am to see what happens. RACK ROOM SHOES MIDLOTHIAN VA 23112 | |
| suzie | 4/1/11 |
| When reading complaints realize you haven't heard the whole conversation and unless you do you shouldn't judge a store on these merits. The store near you may be great. I have seen a customer get mad from very innocent comments as a manager trainee asking what was wrong with a shoe. There are slips of paper that have to be filled out describing what the damage is on a shoe and this is information that is needed in order to fill out a paper. There are many sides to these stories. | |
| Suzie | 3/27/11 |
| A store cannot let people keep the half off price shoe if they return the full price shoe and stay in business. That is basically saying all shoes are half off. A company cannot pay its employees and sell shoes for half off. All situations are different as far as dirt on the bottom of shoes. Chewed up rubber, green grass stains, chewed up heel taps render a shoe unsellable. A child grows in four months. A shoe for a child does not last a year when they are young. After a couple of weeks, yes there is merit to the claim. If there is true carpet dirt clean the bottom of the shoe off before coming in. Admittedly some employees go overboard when there is very mild dirt that simply wipes off. Never lie about a shoe being worn outside. You catch more honey being honest. There are varias reasons customers are not allowed in the restrooms. When there is minimum staffing we can't stay in the area the bathrooms are at because many times its a stockroom and we have merchandise back there. When the bathroom is really not operational (it does happen) we are told we are lying. Again, exeptions can be made. We need to make sure merchandise is secure and that it is safe for the public. We have stacks of boxes from freight coming in on a daily basis. The public doesn't always flush the cammodes. I was at a store where it was accesable to the public and in half a day the cammode was clogged and when I opened it for a customer there was water all over the floor. If you have complaints about a company or how you were treated, go to their website. There is very qualified staff reading them. | |
| Lee | 3/6/11 |
| I bought a pair of tennis shoes for my daughter 9 days ago; she wore them for 5 days last week to school & the elastic (which I tried to restring) broke on Friday. I had my reciept & still had the box they came in & took them back today, thinking it would be no big deal. The girl at the desk immediately said the shoes looked like they had a lot of wear & tear - I said they were only worn for 5 days, she said she would see what the manager wanted to do & went to the back of the store. After a few minutes of waiting, I wandered back that way, & could hear them discussing the shoes. The gist of the conversation was that I was trying to return an old pair of shoes with a new receipt and box. I went to the door & asked if there was a problem. The manager held up the shoes & said that it was an unusual situation because the shoes looked like she had been really hard on them & there was a lot of wear & tear. Then I lost my temper. Now, the shoes were dirty & I didn't try to clean them up, but they were worn for a week on the playground; the soles were not worn out, etc. they were dirty only. I stated again that the shoes were a week old & the sales clerk said no, almost two weeks. So, okay I purchased them NINE days ago, they still were only worn for 5days & I don't care if they were worn for a month - they still shouldn't have broken. I told him to just give me the shoes back, I didn't need the $20. Oh no, we are going to exchange them, he said. I said, no I don't want another pair of shoes that will tear up - just give them to me! The thing that has upset me is the insinuation that I was trying to pull one over on them, and not the assumption on their part that just maybe, the shoes were sub par! Reading these other reviews, I see this is a company wide problem. I will to back tomorrow, just on principal, to get my money back, but I will never shop there again. | |
| Craig | 3/3/11 |
| I am not sure why everyone here has had such bad experiences. I was in Miami last month on a trip from Germany. I purchased a couple pairs of shoes at Rack Room in Miami and when I got back to Germany I realized that the shoes were too tight due to the extra thick socks I wear here to keep my feet warm. I did a quick Google to find out the phone number for customer service and was connected with a nice lady named Lisa. Without a beat, Lisa shipped me two new pairs of the same style, but just a little larger, and she sent me a RMA form so I could return the shoes I had purchased. The entire experience was very easy. My replacement shoes arrived, as promised, within a week. Kudos to Lisa and Rack Room! | |
| Crystal C | 2/14/11 |
| I visited ur Lake Charles,La store and I want say I will NEVER shop there again! VERY VERY BAD customer service. | |
| Donna Bramell | 2/15/11 |
| Last night, I went to your store in search of a pair of comfortable, slip on tennis shoes to wear during this last several weeks of my pregnancy. I went to the store at Columbus Park Crossing on Whittlesey Blvd. in Columbus, Ga. First of all, I am almost 32 weeks and sales assistance is most appreciated right now. When I walked in, there wasn't a sales person in sight. I found one girl with no name tag and a jacket on over in a corner texting away. I assumed she was a customer until she confiscated her phone and said, "hi". That was it, just "hi". I finally found a lady near the back of the store, so I called to her. I said, "Can I get some help"? She looked up at me and said "Yeah". She didn't seem too enthused so I said, "Hi, how are you?" No smile was returned or courteous reply. With a blank look on her face, she said, "Hi". She didn't seem pleased at all to help me with any purchase, so I said "thanks" and walked out. While I was walking toward the door, I heard her walk over to the other girl (with the cell phone) and ask her why she was hiding. NOT PLEASED AT ALL! TERRIBLE CUSTOMER SERVICE!! | |
| samantha | 2/19/11 |
| I have 4 children, myself and my husband to buy all kinds of shoes for, everyday shoes, dress shoes, sandals, boots, etc and your associate at the rack room shoe store in murfreesboro tn just cost you all the business from my family. Thats a lot of business too considering how fast children grow out of shoes! As I was going to the store I notice a shopping cart and decided it would good to use it in the store so as not to have all the kids needing my attention and not bother other shoppers. There was a brown headed lady at least 40 that came up immediately, not to say hello or something friendly and expected from a consumer but to tell me "we dont allow carts in here." How ridiculous for that to be her focus instead of the $400 worth of shoes I was prepared to drop but instead dropped $500 at another shoe store up the road for FRIENDLINESS. What would it have hurt. Seriously, the cars are see through anyway, other people had their strollers which are not see through. NEVER EVER AGAIN WILL YOU GET MY MONEY AND YOU CAN THANK YOUR EMPLOYEE FOR THAT! | |
| Anonymous | 2/2/11 |
| Ok, I work for this company and trust me I feel your pain. I have been a manager at other facilities for other companies and now i work for this company as an associate. I try my very best to provide the best customer service possible, but due to managers who don't care and coworkers who are rude and careless, I get caught in the middle. Not all of us are bad, but we cannot make the changes either. I do everything in the store I work in while my manager complains about how he is having to be in the store. They treat me the same way they treat you. If anything, all I can ask is that you try to find the few of us who do care about our job. I apologize for whatever poor experience you have had, and if you ever do come into my store, at least I will be there to make sure you have a good experience. I am the only one to have returning and regular customers and I am still unappreciated. But it is all I have. | |
| wes | 2/4/11 |
| I used to work at rack room in the valley mall, harrisonburg va. The way the returns work one the buy one get one promotion is, if you return the full priced shoes, not the ones you got for half of, the price of the other pair will be adjusted to the price it would have been if you bought them without the discount. Think about it, if they just gave you your money back and didn't adjust the price people would buy really expensive pairs of shoes return one and cheat rack room out of money. Also, every rack room has a bathroom, but they tell us not to allow any one besides employees to use it, which i think is terrible. | |
| Chris | 2/7/11 |
| I WILL NEVER SHOP HERE AGAIN I purchsed 2 pairs of dress shoes from this place when I tried the shoes on in the store I tried a 8 and they were a little to tight being I didnt have dress socks on so I thought I would get a 81/2 so I took them home and ordered another pair for half price when I got home I put them on with dress shoes and they were to big I took them back the next day and told them I wanted to exchange them and the manager said he would not do it cause there was a little dirt on the bottom and said they have been worn I told him whats the difference of trying them on in the store vs. at my house they are still brand new I had them less than 24 hours and the dirt on the bottom wiped off.. I told the manager to fix the issue and he just went and hide in the back so I have shoes that are to big that i will never wear HORRIABLE company any other shoe place would gladly swap them out but not this one | |
| john | 2/7/11 |
| At the Stillwater, OK store I Strongly urge every one to avoid the customer service is horriable this company sucks the managers are so rude and it is at all of there stores just read pervious post | |
| Lucas | 2/7/11 |
| I was at the Stillwater oklahoma store looking for running shoes I am a college student here and I tired on a pair and was walking around the store and the manager thought I was trying to steal because I was walking around the store trying the shoes out... why in the world would I leave my shoes and take theres I mean come on seriously... the managers here are dumb | |
| mike | 2/7/11 |
| poor store A one star rating is to much for them | |
| mistreated employee | 1/23/11 |
| i work at rack room shoes at the iv mall in el centro, ca. the manager Lori nakaya there is really unfair with the employees. everyone is scared to tell her anything or complain to her superior because if she finds out she will cut your hours to like 4 hours a week or wont even put you on the schedule. What a manager:( | |
| Ginger | 1/27/11 |
| I always have great customer service at rack room. I live outside of Ashland KY. I wear a size 5 in womens and they are one of few stores that carry that size. I also go there because they always run the get one half off sale. AND they have all types of shoes. The manager in Ashland has been there for a while and is very nice. | |
| Wowed | 1/16/11 |
| I have never been to a Rack Room Shoe store before, but wow based upon these reviews, I likely never will. I understand that not all customers are going to be satisfied and these complaints are only a few compared to the number of likely "happy" customers that frequent this store, but I believe it is unacceptable for a store to have any types of these consistent complaints (store managers being rude, unable to exchange a shoe that fell apart due to shoddy manufacturering, etc.). For all of the customers that posted here (and hopefully now former customers), I really hope that the corporate office takes your complaints seriously and responds in a professional manner. Note to sales clerks: don't forget, the customers you are helping assist with paying your paycheck! | |
| mother of a mistreated worker! | 12/3/10 |
| My daughter work at the store in Duluth, ga. The manager evelyn is a prejudice person, liar my daughter have complained to the district nothing had been done with this manager this store Will not keep workers because of her... when someone of another race walk in she acts like you are going to sell.my daughter have been employed for 3 years. Hardly takes off work.. I could go on and on..corporate really need to do something about evelyn... Monday my daughter will file a complaint... | |
| Charles McLaughlin | 12/3/10 |
| My previous letter complained about the terrible service I received at the Fayetteville, Georgia store. Two days later, I returned the same pair of shoes(the stching was unravelling) to the Cumming, Georgia store. I received excellent service and they returned the defective shoes. The staff also apologized about the bad service I received at the other store. They were fantastic at customer service! | |
| sarah | 12/4/10 |
| I was in the Mount Pleasant Store in Charleston S.C , I was so shock how the store manager talked to his employee that I couldn't shop any more.I think the young man was new because he replied to the manager that no one trained me on the correct way to put up shoes on the shelves. I'm just a customer shopping and the store manager kept on talking to him in a nasty way diregarding that I was behind them.I just don't understand, were;s the respect for the employee and the customer. I've heard other people talking about this manager before, now I see why. Something needs to be done, or you will loose alot of customers. | |
| eva | 12/10/10 |
| I shopped at bristol mall location the assisant manager acted like I was stealing when I presrnted text cuponm when traction was finishe she ask what 20% discount was for. | |
| Charles McLaughlin | 11/29/10 |
| I probably own 10 or 12 pairs of shoes purchased at Rack Room stores. Never have I encountered a sales problem or received unsatisfactory service. Today I triede to return a pair of leather shape-up shoes. All I wanted was to exchange them for another pair of the same shoe. The stitching was unraveling and the one shoe about to come apart. I had purchased them 30 days ago and produced my receipt. The manager, Derrick Carter, of the Fayetteville, Georgia store refused to rerplace them, advising me to have them repaired at a local shoe shop. I do not think $130.00 pair of shoes should warrant a repair shop visit after being worn a few times within 30 days. I also felt it was a racially biased action of the manager. | |
| theodore | 11/20/10 |
| I work at the rackroom in germantown tn and I love working for this company I have a wonderful store manager and great coworkers I have no compalnits at all and all I have to say just bc u have had one bad experiance with one employee does not mean that all the employees are bad my store has great customer service and wonder friendly employees please feel todrop by and see us | |
| sue fleck | 10/29/10 |
| I know it's easy to find complaints, but I want to tell you about an experience that I had. My daughter fell in love with a pair of boots in Stillwater, Oklahoma where she is going to college. They didn't have them in her size and they were on sale for only 24.99.I took down the brand name and style number. I called the Tulsa store and they gave me the store number for Norman, Oklahoma. I very nice young woman there by the name of Brooke said "Yes, the shoes were out of stock, but she would see what she could do." Two days later she had the shoes for me and sent them to me. I am ecstatic. My daughter is going to be so pleased when Christmas comes along. Thanks to Brooke in Norman and store number 518. I didn't expect to be treated so nicely, but I am really happy. | |
| JayB | 10/19/10 |
| I am a former employee of rack room shoe in Jonesboro,ar. I have been reading the complaints up above and i agree with all of them. It seems as if all of the managers act that way with their customers and employees. I have never had a job that insulted my integrity, morals, and ethics. I was having problems with my manager, I tried to talk to her and when that didn't work i tried to talk to the district mananger(kevin). Of couse he took her side so i am now going to the labor board because i have proof of her stealing my hours and hours of other employee. They don't seem to care about their employees at all and i feel like that is unacceptable. Why would you have good employees and treat them like dirt. Is that the way of the corporate companies now???? | |
| Ciera | 10/1/10 |
| This company does not even deserve 1 star. The Easley, SC location has the worst customer service ever especially from the manager! Their return policy is bogus. This customer service number is not helpful at all!!! I have always heard complaints about them and now I know why no one is ever shopping there. | |
| jeannette perry | 4/23/10 |
| I recently purchased 2 pairs of shoes from your store in Athens, GA. I was voluntarily told by the sales person that because I was buying 2 pairs the least expensive pair would cost 1/2 price. That was it. I said okay and left. The shoes were for family members and after trying them on 1 paid did not fit. I visited the store and asked that I be allowed to return them. The sales person said "you can't get what you paid for these because you kept the pair that you only paid 1/2 price for". I said but I paid full price for these shoes! Her response that's just the way it works and on and on and on. I told her never would I "give" back the shoes that I paid full price for because nothing like this was ever mentioned when I purchased the 2 pairs. I kept the shoes and will give them to someone who needs them. In my opinion this is a gimmick by your stores to hook customers into buying additional shoes, without explaining to customers what the consequences could be!!! I think it's illegal and I plan to contact officials regarding this matter. | |
| Tracie Thomas | 5/25/10 |
| I recently visited your store in Sanford, NC. I was trying to return a pair of shoes, with a receipt, for a refund. I was told that it was past the 30day return period (by a day or 2) so I would have to exchange. I told the clerk that would be fine. I tried to find another pair of shoes, but since I am having total ankle replacement surgery in the next few weeks (which is the reason for the return of the shoes and the reason I couldn't find another pair to exchange them for), I asked the clerk if I could just get a store credit instead. I explained the upcoming surgery and told the clerk that that way, I could come in and spend the money on a pair of shoes--at Rack Room--once I had completed the surgery and was out of the cast and able to wear shoes again. He directed me to the manager. The manager, "Dawn", was immediately unfriendly. She said "you can't do that. You have to exchange. We can't give money to you". I, again, explained the surgery and said that I would really like to have a store credit and pointed out the fact that by getting a store credit, that was not giving money to me--that was still giving money to Rack Room. I would still have to spend it at Rack Room..which I definitely wanted to do....I just couldn't wear any shoes now. I was going to be in a cast for 12 weeks and couch bound!". She made several ugly faces, mumbled under her breath, and finally looked at the clerk and said "fine. do a store credit". How unprofessional!!!!! To be quite honest, if I had to do it over again, I would have just given away the shoes. A $34 pair of shoes is NOT worth being treated like that!!! Does Rack Room not train their employees on professionalism? Do they not care about maintaining business?? Bad word of mouth--especially in a small town like Sanford, NC--spreads like wildfire by the way.... | |
| ldswat@yahoo.com | 6/5/10 |
| I understand your stringent, blatant, unfriendly consumer policy that contradicts every good business practices. (The norm is to allow returns for whatever reason, with proper validation of purchase). By the way, what constitutes a manufacturer's defect? - get real!!!!! So, basically you have a policy in place to ensure you never ever have to exchange or refund shoes. Myself and people I relay this info to, will NEVER purchase anything from your shoddy shoe store. Shame on you, for thinking you're a Wall Street greedy, voracious, profit-taker, that truly lives by the doctrine of Caveat emptor - "let the buyer beware". | |
| Max Calcagno | 8/25/10 |
| Recently called the Huntersville NC store to ask the hours of operation and got a very nasty young lady on the phone that informed me that they close at nine and dont appreciate customers coming in to close to that time. I then heard her saying in the back ground before i hung up the same associate telling her co worker that i was another F'ing parent trying to find out what time they close. Just want to let them know they dont have to worry about me, my family, or friends holding them up from doing something more important, and with that attitude it probably won't be long that they won't have a job and wont have to aorry about being inconvienced any longer. | |
| michelle | 8/27/10 |
| @emmy They all have restrooms they are just told not to let anyone use them but employees..I know I worked at a rack room for almost a year | |
| emmy | 8/19/10 |
| I was shopping in the 8107 COOPER CREEK BLVD UNIVERSITY PARK, FL 34201 Rack Room on 8/18/2010 with my two children. We had three pairs of shoes we wanted to purchase. While I was waiting for my son to try on another pair, I realized I needed to use the restroom. I suffer with IBS and there are times that I am in a desperate situation which requires me to quickly locate a restroom. I asked the associate if I could use the restroom and was told they didn't have one that I should go next door to the restaurant to use theirs. I was put in a predicament where I had to leave my children unsupervised due to the urgent nature of my condition. I find it it highly insensitive that a public establishment would not allow a paying customer the use of their restroom. I will not be returning to that store to EVER purchase anything again. | |
| Cheryl | 7/29/10 |
| I was in Florida on vacation and visited the St. Augustine outlet store. A friend and I decided to go into together and share the cost of two pair of shoes that were buy one get one half price. We went to the counter and politely asked the clerk if she could tell us what the cost would be split down the middle. Neither of us had a calculator. The clerk (who we later learned was the manager) stared yelling at us and telling us she could only charge us the total amount and that it was up to us to figure the rest out. She actually threw the calculator on the desk. There were two other clerks standing behind her watching this whole scene. I said outloud that I really didn't way to buy anything from this woman, but I liked the shoes, so I had her put them on my card and we walked out. 30 minutes later I was still steaming and so appalled that anyone in customer service would treat someone that way. I went back to the store and asked for the clerk's name. The other clerk was scared to give me her name because she was the manager and this clerk did not want to lose her job. She did tell me the angry clerk was the manager. I will be contacting corporate headquarters. I have NEVER been treated so rudely by anyone in customer service before. The shoes are a piece of crapp too! | |
| Michelle | 8/18/10 |
| I find all your complaints hilarious (not in a mean way)...all your complaints hardly touch the surface with this company. I used to work there and my husband works there now (thats were we met, I used to be his manager) to cheryl the womans name you are looking for would be keeley she is the store manager and can be pretty rude although not usually. The district managers name is paul barbarici and the man above him is ken (dont know his last name)then there is bob as aweful as it is to shop at this store it is even more aweful to work there. They do whatever they want and threaten employees when they tell on them or fire them for being "troublemakers". More recently when my husband told on shadalyn that she was taking unathorized multiple breaks she called him up and said "you dont know who your messing with". At the Orange park mall location you will find a woman there by the name of shadalyn who the employees refer to as the shadow-beast or the hitler of the shoe store. She schedules everyones hours around what she needs and has no regard for anyone other the herself. Her husband has actually assaulted an employee (while the store was open and customers were in the store) because he thought the employee wanted his beast of a bride (which is laughable if you were to see this lady). The district manager still allows her husband to come in the store while the same employee he assulted is working. The store manager will take her usual breaks (30 minutes) then will take herself another hour break (while on the clock) and go stroll around the mall. She will come and go as she pleases while on the clock, she will change the schedule mid-week and not even tell the employees so they end up being late or not showing up at all cause they thought they were off then she will write them up for it, she schedules herself off almost every weekend and holiday leaving it to the other managers to open and close the store never allowing time with the other managers families, her response when the managers complain about the unfair treatment "im the store manager and its my privledge" PLEASE!!! This woman thinks everything is and should be her privledge! And dont get me started on her customer service and work skills..she hangs out and talks all day with her buddy part timer that is a family friend leaving it to the assistant manager to do all the work while she takes the credit. If it wasnt for my husband that store would have no AC would still be infested with ants and roaches and have a non-working front gate!! the lady is a fat and lazy person...she should just go back home to her couch and soap operas and leave work to someone with half a brain! The district manager knows everything this woman does but is too lazy to fire her or to give a damn. I bet if ken or bob knew everything me and the employees knew they would both (paul and shadalyn) be out of a job! Now the district manager told my husband he was not allowed to go to school while working there unless he demoted himself..so my husband did just that this last week..now today they tell him he will be going back to the same pay he was receiveing when he started working there 5 YEARS AGO!!!!! This is pauls way of punishing him for going to school! When you quit on paul it is like a bad breakup..when I gave my notice he told me that I would never work for the company again if I leave (I gave a 2 week notice) and that I would be "burning my bridges"! it was like getting out of a bad relationship!! CRAZY!!!!! my advice! dont shop there and DONT WORK THERE!!!!!! | |
| Erica Miller | 8/17/10 |
| I purchased reebok runtone shoes on Mother's Day 2010 at the Rack Room Store in Monroe NC. Within 45 days of walking 3 miles, 5 days a week, in my subdivision, the pods had worn off the bottom of the shoes. I took them back to the store and was told that they would not refund or give me store credit to purchase a better shoe. The manager and employee also would not give me any information so that I could contact Reebok. I have never had a sneaker wear out so quickly, especailly one that I paid 100.00 for. Currently the mesh on the insides has also torn wide open (All of this within 4 months of wearing the reebok Runtone!) I am now unable to wear the overpriced, and overrated sneaker and do not have the money to purchase a new pair of sneakers. I am a teacher in Union County and am very disappointed with Rack Rooms inability to stand by the products they sell. I was treated rudely and the manager NEVER apoligized for my enormous loss. | |
| Lora | 8/16/10 |
| service at the Chattanooga Tn location was awful, Lady behind the register was very unhelpful. We were trying to return a pair of shoes and get another pair, we ended up just leaving the store. the store was out of every shoe in my grandson's size, and store employee wasnt helpful in helping us to find something that would work.I will be contacting Corporate office about this. | |
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