SmallBizGenius Analysis
Shoe Carnival receives mixed reviews regarding its online order fulfillment and customer service. While some customers praise in-store experiences and helpful employees, many report issues with online orders, returns, and shipping.
Category Breakdown
Scores based on analysis of 96 recent reviews
Customer Service
4.5/10Many reviewers express dissatisfaction with Shoe Carnival's customer service, citing unhelpful or rude representatives, long wait times, and difficulty resolving issues related to orders and returns. Some customers report being hung up on or given conflicting information.
30 reviews mention thisShipping & Delivery
3.0/10Numerous customers report issues with shipping and delivery, including delays, incorrect items being shipped, and packages not being delivered at all. Some reviewers also mention being charged for shipping that was supposed to be free or expedited.
25 reviews mention thisReturns & Refunds
3.5/10A significant number of reviewers describe negative experiences with returns and refunds, citing difficulties in getting refunds processed, being charged return shipping fees, and having returns rejected for unclear reasons. Some customers also report issues with returning items purchased with coupons or loyalty rewards.
20 reviews mention thisProduct Quality
6.0/10Several reviewers express concerns about the quality of shoes purchased from Shoe Carnival, with some reporting that the soles split apart quickly or that they received used or defective items. One reviewer suspects that the company sells slightly defective products.
10 reviews mention thisIn-Store Experience
8.0/10Some reviewers highlight positive experiences in Shoe Carnival stores, praising helpful and friendly staff, particularly specific employees by name. These customers appreciate the assistance they received and the overall shopping experience.
10 reviews mention thisWebsite & Ordering Issues
3.0/10Several reviewers report problems with Shoe Carnival's website, including difficulties placing orders, errors during checkout, and being charged multiple times for the same order. Some customers also mention receiving unwanted marketing emails without an unsubscribe option.
8 reviews mention thisPros & Cons
What Customers Love
"Jennifer at the Maplewood location in St. Louis went above and beyond to assist my daughter to get her online order processed!"
"Variety of shoes to choose from."
"Was happy with the checkout process and the product, 5 Stars!"
"It was a great experience ordering and return. The separate shoe order came in 2 days."
"My experience with Shoe Carnival has been great... The sizes are true for my feet."
Common Complaints
"Ordered shoes, january 24th, today is February 7th, still waiting, gave me a delivery date, than it changed again..."
"Customer service was unhelpful and only claimed they might not have been scanned by FEDEX and could still be on the way."
"I waited patiently for about a month, but after receiving no refund contacted their customer service. I was told my refund had been canceled because I hadn't sent the shoes back."
"Not only do they send you used shoes but there in the wrong size. There gross and covered in something sticky."
"FIX YOUR WEBSITE. JESUS. CALLED CUSTOMER SUPPORT MULTIPLE TIMES AND THEY ARE NO HELP WITH PLACING ORDERS."
Common Questions About Shoecarnival
Answers derived from customer review patterns
Is Shoe Carnival legit and trustworthy?
Shoe Carnival is a legitimate retailer, but customer reviews indicate mixed experiences, particularly with online orders. While some customers report positive in-store experiences and successful online purchases, a significant number describe issues with shipping delays, incorrect items, and difficulties with returns and refunds. The company's Trustpilot rating of 2.2/5 reflects these concerns. Customers should exercise caution when placing online orders and be prepared for potential issues with fulfillment and customer service.
Based on 45 reviewsDoes Shoe Carnival have good customer service?
Customer service is a major pain point for many Shoe Carnival customers. Numerous reviewers report unhelpful, rude, or unresponsive customer service representatives. Common complaints include long wait times, difficulty resolving order issues, and being given conflicting information. While some reviewers mention positive experiences with in-store staff, the overall sentiment regarding customer service is negative, especially for online order-related issues.
Based on 30 reviewsWhat is Shoe Carnival's return policy like?
Shoe Carnival's return policy appears to be a source of frustration for many customers. Several reviewers report difficulties in getting refunds processed, being charged return shipping fees, and having returns rejected for unclear reasons. Some customers also mention issues with returning items purchased with coupons or loyalty rewards, with the value of the coupon not being reinstated. The return process is often described as cumbersome and time-consuming.
Based on 20 reviewsIs Shoe Carnival worth it for small business?
For small businesses, Shoe Carnival's inconsistent online order fulfillment and customer service may make it a risky choice. While the retailer offers a wide variety of shoes, the potential for shipping delays, incorrect items, and difficulties with returns could disrupt business operations. Positive in-store experiences are reported, but relying on physical stores for bulk purchases may not be practical. Small businesses should carefully weigh the potential benefits against the risks before using Shoe Carnival.
Based on 10 reviewsWhy am I receiving unwanted emails from Shoe Carnival?
Some reviewers report receiving unwanted marketing emails from Shoe Carnival even after attempting to unsubscribe. This suggests potential issues with the company's email verification and opt-out processes. Customers express frustration with the lack of a clear unsubscribe option and the persistence of unwanted emails. This can be a significant annoyance and may raise concerns about data privacy practices.
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