SmallBizGenius Analysis
Rack Room Shoes receives mixed feedback from customers, with positive comments on pricing and occasional good service offset by significant complaints regarding order fulfillment, returns, and customer support. While some appreciate the in-store experience and deals, online shoppers often report issues.
Category Breakdown
Scores based on analysis of 68 recent reviews
Shipping and Delivery Issues
3.0/10Many reviewers report problems with shipping, including delayed deliveries, missing items, and damaged packaging. For example, one reviewer stated, "Website blasts about free shipping, but my items were sent separately and one has yet to show up."
15 reviews mention thisReturns and Refunds
3.5/10A significant number of reviewers express frustration with the return process, citing difficulties in obtaining refunds, being charged for return shipping, and encountering unhelpful customer service. One customer shared, "I bought 2 pair shoes n returned them and was refused refund and they kept the shoes they are a ripoff, a bunch of thieves."
14 reviews mention thisCustomer Service Problems
4.0/10Several reviewers describe negative experiences with customer service, including rude or unhelpful staff, lack of communication, and failure to resolve issues. A reviewer recounted, "Worst customer service I’ve ever experienced... The staff at this location were rude, dismissive, and unwilling to follow company policy."
13 reviews mention thisBOGO Promotion Issues
4.5/10Several customers complain that the BOGO (Buy One Get One) promotion is misleading, as it often excludes popular brands or has unclear restrictions. One reviewer noted, "Bogo no longer applies to shoes that are popular, new balance, nike etc. Absolutely ridiculous."
9 reviews mention thisProduct Quality and Defects
5.0/10Some reviewers report receiving defective or damaged shoes, or experiencing premature wear and tear. One customer stated, "I will never make another purchase from Rack Room Shoes again... both shoes are defective in the same spot."
7 reviews mention thisPositive In-Store Experiences
8.0/10A few reviewers highlight positive experiences in physical stores, praising helpful staff and smooth transactions. For instance, one reviewer said, "Went in to exchange shoes and was given great service by Olivia. Smooth transaction."
6 reviews mention thisFast Shipping
8.5/10A few reviewers were pleased with the speed of shipping. One customer said, "I ordered a pair of sneakers and received them faster than expected!"
5 reviews mention thisPros & Cons
What Customers Love
"As a family of 5 buying shoes from Rack room in is always a plus in my book. They always have a deal going on with shoes plus you earn points when you spend money purchasing their merchandise and can use those earned points toward more merchandise when you come back and shop again!"
"I ordered a pair of sneakers and received them faster than expected!"
"Is very easy bye online, and the price don't is to bad."
"My daughter and I visit this location sounthaven towne center.When I tell you that Bironda was very helpful and pleasant young lady."
"Fast delivery, perfect order, and great prices"
Common Complaints
"Website blasts about free shipping, but my items were sent separately and one has yet to show up."
"I bought 2 pair shoes n returned them and was refused refund and they kept the shoes they are a ripoff, a bunch of thieves"
"Worst customer service I’ve ever experienced. I came in with a defective pair of Nike Air Max shoes after corporate emailed me directly telling me to return them here for store credit. Both the manager Caleigh and employee Hannah refused to help"
"Bogo no longer applies to shoes that are popular, new balance, nike etc. Absolutely ridiculous, the whole schtick if rack room is bogo and now it no longer applies to the shoes that are purchased the most."
"I will never make another purchase from Rack Room Shoes again. The reason you can buy one get 50% off is because both shoes are defective in the same spot."
Common Questions About Rackroomshoes
Answers derived from customer review patterns
Is Rackroomshoes legit and trustworthy?
While Rack Room Shoes is a legitimate retailer, reviews indicate inconsistent service. Many customers report issues with online orders, returns, and customer service interactions. While some have positive experiences, the high number of complaints suggests a degree of risk. Small businesses should proceed with caution and carefully consider the potential for order fulfillment and customer service issues before relying on Rack Room Shoes.
Based on 45 reviewsDoes Rackroomshoes have good customer service?
Customer service is a significant pain point for Rack Room Shoes, according to many reviewers. Numerous customers report rude or unhelpful staff, difficulty resolving issues, and lack of communication. Some reviewers had positive in-store experiences, the prevailing sentiment points to subpar customer service, particularly for online orders. Small businesses should be aware of the potential for negative customer service interactions.
Based on 30 reviewsIs Rackroomshoes worth it for small business?
For small businesses, Rack Room Shoes presents a mixed bag. The potential for discounted pricing through BOGO promotions could be attractive, but the high volume of complaints regarding order fulfillment, returns, and customer service raises concerns. The risk of receiving damaged or incorrect items, coupled with the potential for a difficult return process, may outweigh the benefits of the discounts. Small businesses needing reliable and consistent service may want to explore alternative options.
Based on 25 reviewsWhat is Rackroomshoes' return policy like?
Rack Room Shoes' return policy is a source of frustration for many customers. Several reviewers report difficulties in obtaining refunds, being charged for return shipping, and encountering resistance from customer service. Some customers were refused refunds even for defective items. The inconsistent application of the return policy and the potential for added costs make it a risky proposition for small businesses.
Based on 20 reviewsWhy are customers complaining about Rackroomshoes' BOGO promotion?
The BOGO (Buy One Get One) promotion at Rack Room Shoes is frequently criticized for being misleading. Customers report that many popular brands and styles are excluded from the promotion, and that the terms and conditions are not always clear. This leads to disappointment and frustration when customers discover that the shoes they want do not qualify for the discount. The perceived deceptiveness of the BOGO promotion is a major source of negative feedback.
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