Rack Room Shoes was founded in 1920 by Phil Levinson in Salisbury, North Carolina. The company operates a chain of shoe stores in the US. Levinson later sold the company to his son-in-law Mort Lerner. The company now has headquarters in Charlotte, North Carolina.
In 1984 the company had 22 locations. That same year, it was acquired by Deichmann Group of Germany. Today, Rack Room Shoes has 450 stores in 34 states. The company also operates a chain of shoe stores under the Off Broadway Shoe Warehouse name.
Rack Room Shoes offers men and women’s shoes, as well as shoe accessories such as laces and shoe shine materials, as well as other non-shoe related accessories, including scarves, backpacks, hats, umbrellas, and rainboot liners.
The company has a loyalty program which offers a $15 coupon after a customer acquires 200 points. The Ship2Home program allows customers to purchase items at one store and have them shipped to their home or another location at no charge. The return policy for the company is that all returns or exchanges must be performed within 60 days with the original box and receipt and shoes must be unworn.
V. K. says
On Friday June 10, 2022, approximately between the hours of 5-6pm, I entered the Rack Room shoes located at 1985 E Main St #1, Spartanburg, SC 29307. I had two shopiing bags from other stores. I was in the midst of my shopping. I asked the clerk whether or not I had to check in the bags, or if customers were permitted to take shopping bags around the store. You will not even believe the racist response. She looked me in the eye and told me that as long as I do not steal anything. I was offended as a professional woman of color. I asked to speak qith the manager. This other lady was very little help and provided me with a fake number to the District Manager. Nonetheless I was finally able to speak with a gentlement named Lamante Hendricks (864-228-2000). He has done little to even address the bias and unjust treatment. One would stand to think that in 2022 black women will get a little more resopect. I am very sre that this person will not even have the nerve to say this to a white customer. Let me TELL YOU SOMETHING RACK ROOM, BLACK WOMEN MATTERS TOO!!
I ordered 4 pairs of shoes May 1 & paid extra for delivery of 5-7 days. I have yet to receive 2 of my itmes and it is now May 18. I am extremely upset. I paid extra money to receive my items within 5-7 days. I ordered on May 1 and now its May 18. I have written 2 emails on the customer service page for deliveries and all I get are generic responses telling me to use their Chat feature. I have tried to go on Chat several times for weeks and every single time it says no one is available to speak to. I call the customer service and wait for over an hour for no one to come on the line. I have been trying to speak to anybody to find out what the hell is going on with my order and it is absolutely impossible to reach a single soul on the line, via chat, or have them email you back. I have never in my entire life witnessed such a horrible company who fails to return emails, has no chat option, and has not one single person available to speak to via the phone especially coming from a huge company like Rack Room. Undeniably the worst customer service imaginable. This is basically no customer service for customers. Period. It is a scam. They mention on their website they have Customer Service, but yet you cannot speak to anyone at all any way shape or form. They should be sued for taking peoples money and not giving them their items. That is stealing! I also paid extra to get my items faster as I know Covid 19 is making things harder to get quicker which actually has not happened with not 1 company I ordered from hmmm.. I paid extra to get my stuff faster 5-7 days and it’s been 17 days and NOTHING. Unprofessional company! Scamming people from their money knowing very well they do not have certain shoes in stock, yet charging them for said items and making them pay extra to get them faster, yet they have no shoes for them period in stock. Someone needs to shut this company down!!!!!!!!!
Richard Broadway says
So sorry to bother you! My name is Richard Broadway, I don’t know if you remember me but you came and visited my store up in Springfield last year.
Well I am emailing you because I have some things I want to address. First off I have worked for this company since I was 18 and been here 8 years. I never get into trouble. I have moved twice for the company and have helped open, close, and remodel stores. I have went as far as Rhode Island to help cover a store. You can ask people that I have worked for and everyone loved me. I always did as told and worked my butt off for this company. Every store that I have been to I have really ran there numbers through the roof. For instance, at Springfield I was one of two stores to make the 100% trip. All my mesasurables were up. My staff loves me.
Well recently Gary and Thai walked into my store and just straight up fired me. I was told what I did wrong and it was a complete mistake I understand that. But my issues are that things are adding up and there is more to why I got fired then I was told. I didn’t clock out for breaks well every store Manager I ever worked for never clocked out for breaks because they were salary and I have come to find out that they still don’t so when I took over a store I didn’t clock out for breaks because that is what I was taught. Second I didn’t take my deposit to the bank one day because I ran out of time and the third was that I left the store unattended because I had to run to my car. My issue with the last thing is that back in December Thai Winningham sent me out of my store three times with just a part timer left in the store to go find records for Gary for Christmas. So if it was wrong of me to leave my store and I wasn’t supposed to do that then why did my district manager send me out of my store. I understand now these are things I shouldn’t have done but I never was warned. I never got a warning or anything. They just up and fired me. It is not like I worked there 1 year and kept making mistakes. I worked there 8 years and I have a family and now my whole life got flipped upside down.
Another thing that really bothers me is the fact that Gary looked at me right in my face and said “I know you have a family at home, but I could careless” no matter what the situation is I believe that was personal. You don’t say that to anyone who works for you. That is not a good look and very unprofessional. The next day I was texting Gary about please giving me another chance and explaining I never get in trouble I do everything I am asked and to please help me. Thai texts me and I have the text and it says “can you promise me all this will stop :)” just for Gary to call me 5 minutes later telling me to leave thai alone and that I need to move on. Then he tells me “your son is young he won’t remember anything” that right there is also something you don’t say because that is not the point. I have heard from many other managers at the way Gary sometimes acts towards people and I never really paid attention cause once again I never got in trouble so I really never got to that point. But then he does this to me and Whit I gave my all for this company. Ask everyone who has worked for me or who I have worked for. I loved Rack Room as a company but the two above me really took it to another level. Gary looked me and said “I can keep you if I want but I’m not” like these things are not professional and I believe I was set up. I known other managers that was going to keep there job even after far more horrible things. I never did anything illegal or anything to hurt anyone. I am human and made a mistake and two of the issues they had I never knew. I was instructed to leave my store unattended three times from Thai to go get Christmas gifts for Gary and also everyone who works salary never clocked out for breaks. So two of the three were honest mistakes without any warning. I drove two hours each day for the company and I did anything asked and they just up and get personal with me and fire for me. There is more to it and many people that work for Rack Room have told me that Thai was scared I was coming for his job because he would call me twice a week and ask me how to do this and that over and over again because he didn’t know.
I never like putting the blame on anyone but the story does not add up. It was mean and very unprofessional for Gary to say and act the way he did and for them to do what they did knowing everything I have done for this company and that I have a family at home. Whit you can look at both stores I have ran and see what I have done for those stores. I boosted numbers and every measurable everywhere I went. My staffs turnover rate was low. No one ever left my staff or anything because they loved working with me. I have texts from my staff now about how much they miss me and how I didn’t deserve this. This was so unexpected. It is hard because for 8 years of my life I have this company everything I had and made one mistake and that is all taken away. I don’t find that fair at all by any means.
Also I just spend almost 300 dollars for passports for me and my wife to go on this trip and they take that away from me as well. I earned that trip. That was never given to me. I busted my tail and earned that. I should somehow be compensated for that. It doesn’t add up. I just really wanted to email you and let you know what is going in region 8 because I am not the only this has happened to. I have done so much for this company and it is all wiped away and then talked to like I was and then thai texting me joking with me making me think I got my job back for Gary to call me and chew me out again and tell me no. It is very unprofessional and I don’t want this happening to anyone else. I plan on taking this further just because it is not right. I am not sitting here begging for my job back or anything because quite frankly the way it happened I don’t really want to work for them ever again because it really hit me some type of way. It was harsh and things like that should not coming out of the senior regionals mouth. He is supposed to look out for his people and help them succeed and recognize them for the work they have done to help this company grow not bash them down and basically say F your family and your life.
Even if I don’t get a response I really want you to read this and keep an eye out because this was down right wrong.
If you have any additional questions please ask because I need closure. I feel like I was set up and then thrown down without the true explanation. Please be aware of what is going on.
I loved talking to you and you were an awesome person. It sucks this had to happened but something needs to be done ASAP. I will take it further as I have already began the process because it is not right.
Please contact me with any questions anything.
Thank you so much and have a wonderful day!
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Nicholas Caruso says
I am a former Store Manager of Rack Room Shoes #130 located at 1678 South Federal Highway Delray Beach Florida 33483.
On Friday February 2,2018 I submitted my two week resignation to my district
Manager Ed Dardon with a copy to my Regional Manager Bob Corcoran.
I had worked my shift hours both all day Saturday and Sunday. I opened my store on Monday February 5, 2018 as normal. I received a phone call from one of my employee’s informing me that the DM Ed Dardon was coming into the store to take my keys and send me home. As you can imagine I was shocked when he came and asked for my keys and told me to leave, when I inquired as to why he claims that the Regional Manager Bob Corcoran told him to do so. I later found out from the same employee that was not the case. I truly feel the decision Mr. Dardon made was one of a personal one, I believe he felt pushed into a corner for he no one to fill the position.
I know if Mr. Dardon is confronted with
this information he will try to look for reasons for making such a drastic decision, and there is nothing to doXXXXent any such claims. Needless to say after 8 years of being a store manager for the company did I think I would be treated that way, I was hurt and embarrassed to be escorted from my store in front of my associates. Mr. Dardon was completely unprofessional. Not only that I was not paid for the second week of my notice and was not paid for 3 holidays of which I earned. It is important to respect peoples decisions, and hopefully faced with this situation in the future Mr. Dardon will understand and have compassion to peoples needs, wants and desires.
This is a negative outlook for Rack Room.
Nicholas: Just curious and I have a reason why I’m asking, but
Did you ever get a reply on this from upper management (HR DEPT) for this situation?
Sandy Petersen says
Reason for request: Product Comments
Below is information on an order that I placed with you. I am highly disappointed to say the least. When I received my order last night and excitedly went to open my package to view my order, I was overwhelmed with a huge amount of grief. As I opened the first box the, Roxy Avalon’s, you can tell from the moment you pull them out of the box that they have been highly worn and returned to the store and for some odd reason resold to me. The bottoms of these shoes show a lot of wear and tear on them and this is a huge disgrace to your company to allow these to be resold to another customer. Not to mention the fact that these shoes are suppose to be white and they are dingy in color and they look more like a dirt color. Then, trying to look past the first pair and hope for the best for the next pair, I pull the second box out of the plastic to find that the box itself is barely holding together and it about to fall apart at my finger tips. Now, the color of the shoes is actual on point, but yet again, you look at the bottom of these shoes and the insoles and you can tell these have been worn for quite some time before being returned by a different customer. What is going on here and why were these sold to another customer? So here I am being sold two USED pair of shoes that are gross and needless to say I am highly disappointed and discouraged with your company. How are you going to fix this issue and error?
Thank you for your time,
Order Number: 2018013191011761777
Tracking Number: 9261299998669720087959 (to be delivered by USPS with Smart Post tracking number: 9261299998669720087959)
Order Date: 01/31/2018
Product Description SKU Color Size Price
KEDS GLIMMER 110103 SILVER 8 M $ 12.68
ROXY AVALON 110110 WHITE 8 M $ 16.91
First name: Sandy
Last name: Petersen
E-mail: spetee77@ yahoo.com
Karen Hill says
And add to my comments your girls have an attitude that shouldn’t be in retail at all if you’d like me to be your customer service person pleasing email me back at my email address Katie he’ll 1953 at gmail.com and I’ll be glad discuss anything with you
Karen Hill says
I was in your Bel Air store today Saturday June 24 at noon the girl hollered from the register hello there was two people behind the register not one of them step from behind the register I was going to spend a lot of money at your store today but I had no help so I walked out and so did two other customers because there was no help they would not come from behind the register to help that is not customer service and I guess that’s why they say retail I’ll be closing soon so I went somewhere else to spend my $500 I worked in customer service and I was number one maybe I should work for you and teach people how to be nicer to customers I will never go back in your store again and I will make sure that the people I know won’t go back
Cali Singleton says
I purchased some shoes the day before today and never worn them, never took them out the box and the same lady who rung me out the day before will not return my shoes. She saw me in my uniform about to go to work and I was unaware you were flip flops at an auto parts store.. I never wore these shoes. I also work at a show store so I am aware that she’s trying to do her job however I am not for accusations especially when I know this business. Don’t cause a scene in the store and call your peers over to make a statement. Don’t call me sweetheart. I’m not pitiful. I just want my money back for shoes that never touched my feet besides in the store.
Charles Akl says
My family and I walked to the store in Saint Augustine outlet mall in Florida at 2700 state road 16 ste 415, Saint Augustine Florida. As soon as we walked in the employee said we close in 5 minutes with an attitude. I said thats not the right way to greet people and his attitude got worse. I asked for his name, he pulled his tag and walked away. His manager came and her name was Corl. I explained and walked away. It felt that he had a bad day or broke up with his girlfriend and ready to leave work. This is very bad customer service.