Your customer service dept is a big joke. I called with a simple request to change me order after waiting on the phone for 2 hours getting the same prompt stating they are experiencing a high call volume. I rep could barely understand English, had to repeat myself several times. I spoke with a manager who informed me that the can't change a order once it is placed, and the only option is to return/exchange at the store. THE ONLY REASON I ORDERED ONLINE WAS BECAUSE THE ITEM ARE NOT AVAILABLE IN STORE. I paid extra for 2 day shipping because I needed the items for a wedding this weekend. I buy a lot from Payless, not only for myself but also my children. But may store have closed down, or carry limited quantities. This experience will definitely think twice before ordering again.
Oh my gosh , almost the same problem. We need more proficient English speakers on the line. I teach ESL classes, by the way. I ordered ahead of time for the event I needed the shoe as mentioned above. I always shop at a local store and all is well, but the online and difficulty in understanding the customer service rep will hurt the online business. I just want the shoe I ordered. I feel I should be compensated because of numerous trips and calls to the store and customer just trying to track my package. The Payless warehouse and customer service lines needs more training and some six sigma training to identify whether the problem is a process or people problem, both of which are rectifiable.
I ordered a black pan leather 1 inch pump at the store at the East West Connector. It arrived after about a week. I received a call and I informed them to look in the box before I arrive just to check that it was correct because I did not live in the area and have to drive a good ways to pick it up. I would arrive to get it on the Thursday because I would be in the area. I came and I saw the box had not been opened for QC check and they opened it at the cash register. The shoe inside the box was a flat black leather with a bow, nothing like what I ordered. The supervisor stated that he could not do anything but just reorder and wait . I had an event I needed to wear them to in 2 days so I felt it should have been sent overnight at the least. I will be writing corporate and just advise them to check the QC & Quality Assurance department at shipping and also allow their staff to check shipments as in inventory control to make sure orders are correct before calling a customer for pick-up. The invoice had the right shoe but the wrong shoe was in the box. I buy many shoes from the company usually 8-10 per year or more so I have been a loyal customer and I understand mistakes happen , but in QC training you always have QC and supervisors check shipments and invoices before shipping and a second check when it arrives as a QC control before he customer gets it to avoid mistakes. Is this a people or process problem SIx SIgma and other training I have and can teach the organization to help prevent such issues if they would allow me to come and train them.
I stopped by your broad street extension store in Sumter, SC. I was so shock at what I saw. Your employee had her boyfriend or husband sitting inside the store with a big dog that had a thick silver chain around his neck. The employee was kneeling down in front of the boyfriend or husband showing him pictures on her phone. When I walked in she said on he is harmless or something to that nature. Has i headed towards the purses the area they were sitting in the dog became agitated. I love dogs but that was a bad situation for your customer and the dog. What if he had bit me or someone. Who would get sued the store or the employee. Did she have promises to have the dog there. I have see service dogs before and this was not one. Review your video footage if you have any.
Let's talk about the service Payless Shoes gives to their customers. Much to my surprise I found a $476.85 charge on my bank card done at 4:30 in the morning. I call my bank who can't do anything until the charge actually hits my account. Right now, the money is on hold because it was only authorized. They recommend I call Payless to inform them and have them cancel the order immediately. This would release the funds on hold immediately. So, I call the customer service center and sit on hold for 15 minutes before "Kat" answers the phone. She first doesn't listen to anything I tell her because she asks me for the order number.(I don't have an order number since I didn't place the order). She never once offered any type of apathy. After some useless back and forth. She takes the last 4 of my CC number and my name, puts me on hold and come back to let me know she sees the order and will notify the fraud department. Customers are not allowed to talk to them and there isn't a phone number for anyone to reach them at. She also lets me know that I should fill out a police report. When I informed, her I wanted the order canceled and my money released she told me she couldn't understand what I was saying. She also told me the fraud department would contact me. How would they do that since all they have is my name and cc number? I shop at Payless, well not anymore. They are not about standing behind their customers. I am glad that "Kat" doesn't feel that $476.85 is a large amount of money and that my situation is not important to her or Payless. I am so full of emotions right now that I am sure the wording in this post lacks my education and may not even make sense but I am IRRITATE. I challenge everyone who reads this to share it on social media. Let's expose their lack of customer care and empathy. I promise you I will never step foot in another one. I am also posting this to their corporate office in KS, funny that page is full of customer service complaints.
I just wanted to let you know about my current Payless experience in regards to your exchange/refund customer service. I received my order yesterday but 1 of my 3 shoes turned out to be the wrong size. I ordered a size 5 and received a size 8 shoe. How the warehouse employee could get those two numbers wrong is mind boggling to me. Disappointed in my order, I called customer service and spoke to one guy with very thick accent who told me that I would have to go to the store to get a refund and that I would have to reorder my shoes all over again over the phone because it was not available in my size near me. Only he could not take my order so I would have to be transferred to another agent. So not only am I taking another chance to reorder my shoes by taking the risk on not getting the right size again (which the second agent mentioned Payless was having a lot of problems with their warehouse staff, not very reassuring), I also had to explain situation all over again to the agent authorized to take my order. After an hour or so, I reordered my shoes, at 50% discount ($12.99) and free shipping, (original order was for $14.99 and free shipping) so no real compensation for Payless mistake, my time on the phone and not to mention having to drive to a payless store to get refund on botched order. So disappointed in Payless and really tired of dealing with online ordering issues, that the discounted prices are really not worth it anymore.
I 100 percent agree. Just went through same experience. Just hung up out of frustration from being on phone for 25 minutes. I had to look up USA phone number because when I called customer service about my order it was the Philippines I reached because they outsourced there. The number that the Philippines gave me was the wrong phone number so I had to search it out myself. This is the second time that they have made a mistake with my order. One order didn't get here until 30 days after I ordered it in a box was totally ruined. The second time they shipped me two pairs of girl shoes when I ordered two pairs for my son. There was no compensation except for a overnight delivery which didn't end up getting here for 4 days after the fact I will not be ordering from Payless again.
I went into a local Payless Shoe store to buy a pair of sneakers, size 9, mens. When I finally found Mens Size 9 selection, I was extremely disappointed at the selection and the amount of space set aside for mens sneakers. The space set aside for mens size 9 was 5 feet wide, or less. What a joke. Last time I go there. I brought this to the attention to the manager and she replied, "that she has raised this issue to the regional manager to no avail." By the way the woman's shoe area was 10 times the space for mens.
Note to the wise: I have previously bought men's sneakers at Payless and liked then very well, but this has become a severe disappointment.
Sierra Vista, AZ
Awful customer service. Store in North Hollywood, Ca staffed by young kids more interested in their cell phones and socializing with each other than actually doing their job of helping customers. Last time I was in the associate was on speaker phone listening to a conference call while chatting with another associate about her previous night adventures. Neither which should have been audible to customers. If it was a training session for the company it shouldn't have been on speaker for all customers to hear.
how dare you charge 5 cent for a store bag, if I refused the charge you walk out with bare merchandise in hand. Im angry and that was my last time shopping in a pay less. I have informed all family and friends about you charging customers 5 cent for placing my bought items in your own store bag
With all due respect, the 5 cents for the bag is a county/state thing. It is not a company policy.
With no respect, you're out of your damn mind.
He's right, its a state and county fee, not the retailer.
I wanted to find out why on earth can't I access the payless website from South Africa? I never had any issues but for the past 2 to 3 weeks I just can't.
I just had the worst experience ever at payless in northtown mall in Spokane Wa. The sales associate Chloe was very rude and insulting I'm not sure if it was because I'm Spanish but that's just how I felt. First she asked why am i returning before I purchase. I asked her if it made a difference, she responded with " No, but it would make her job alot easier" ..my reason was because I wanted to see how much money I had to work with to buy my daughter's tennis shoes, I did not mention it though ..she then asked why what was wrong with them which I replied because they are to small. She accused me of lying by stating that if the ballet shoes I'm returning are to small for my daughter then why was I looking at size 2 tennis shoes .. I responded with what are you implying ..tennis shoes
are different material then ballet shoes, they run bigger. After the transaction was done I continued shopping for shoes for my daughter's. She went to to back room and came out as if she had just caught me.. she approached me and accused me of trying to return to separate purchases on the same transaction which was not true. So because she did not check the receipt thouroughly .. she did not complete the transaction correctly. That is on her I did not need to make sure that she was doing her job correctly. If she would've approached me quietly and said there was a mistake I handed you back more then I should have" i would've understood and been happy to redo the transaction . But instead she approached me with a rude tone and everyone around can hear which was embarrassing and said that i knew I gave her one receipt for two different purchases.I thought she would read that the receipt I gave her clearly read two ballet shoes and I was returning one pair of ballet shoes and a pair of sandals.. I thought she knew I did not have a receipt for the sandals ..anyways I am never ever going back to payless if workers can treat customers like crap and thieves.. I worked in retail most of my life and it does not matter the color or how much they spend every customer willing to give business deserves to be treated with respect.
What more do you want? This is what happened, if you don't understand this I DON'T WHAT TO TELL YOU!!!!!!!
If you get this corrected I could just go to store and get the 2 pairs of shoes I have been trying to purchase, IF NOT I WILL JUST LET EVERYONE KNOW JUST HOW YOU PUT ADVERTISING ON WEB BUT IT IS FALSE!!!!!!
Will have to go elsewhere. You take to long to REPLY!!
I received this offer BOGO and 30% off, code ZZFlash30. I enter order in for 2 pairs of Men's slip resistant manager oxfords Lot #158799 Black size 10.5 wide. Than after I put in cart and go to checkout, I than get a message that I cannot get the 30% off. That is false advertising. If these are not part of the special than they should not be listed on the same page as the special sale items.
I miss the store at Plaza North, I walk by there all week and was much easier to purchase my shoes!!!
I placed and paid for an online order for two pairs of slip-ons on May 3, delivery 3 to 7 business days. Today is the 7th business day and I still don't have the shoes. I called the corporate office in Topeka and spoke to a supervisor and she told me the same thing the other customer service people told me...that the warehouse is overwhelmed with physically fulfilling all the orders. I suppose they should say delivery is "someday, when we can." Or least longer than the 3 to 7 business days as that doesn't seem to working out for them or their customers. I tried to cancel my order, but wasn't able to do that...they don't have that capability after a certain point of the order being placed.
This was the first time I have ever ordered from Payless online and I'LL NEVER ORDER FROM THEM AGAIN, NOT EVER. THIS IS NOT ACCEPTABLE.
Sexual harassment on the job this is second time the boss is told about it but handles it like the guy being accused is her boyfriend and not just an employee y'all need to teach managers sexual harassment is not tolerated at all there never should have been a second time
I mean this in the most respectful way possible, contact HR, if they don't help, get an attorney.
Cheyenne store NOT handicap frindley
This company is terrible! They never sent me my order and refuse to cancel it and refund me. Isn't that illegal? It's ridiculous! I have to contact my bank for fraud just to get my money back! Do not use this company!
I have been a Payless customer for years, shopping in both your stores and online with no trouble. Last week I tried to buy a pair of shoes for my son and got a message that there was a problem with my payment method. I checked to make sure I put the information in correctly -- I had -- but it still wouldn't go through. I tried a second card and had the same problem. I have NO issues whatsoever with my credit cards -- I had used them elsewhere that day. So, my husband had to drive to the store and buy the shoes, which cost about two hours of his time. Yesterday I tried to buy shoes for my daughter and the same thing happened. Your customer service is lousy - they could not tell me why this happened. Their solution? "Go to a Payless store and buy the shoes." I pointed out that the whole reason people shop online is for the convenience. My solution? Find another shoe store to frequent. Your shoes may be cheap, but it's not worth the hassle and nonexistent customer service that you offer.
2 hours of your time!!! You poor thing! It only took a child slave 8 hours to put together the shoes in a sweat shop. I bet the company owes you some time money for your inconvenience.
Hello I am a long time customer of Payless I was looking for a shoe online to see if a store had it turns out no stores had it so I ordered it on line. Well needless to say I never got the shoe (well shoes) after 20 days had passed. I emailed customer service and was told to call the customer service and speak to them. I think you guys should work on your customer service team better. You are too large of a company to have these types of issues. Judging by the comments doesn't look like anything will get addressed I really hope you all are listening to your customers because if it wasn't for US you all would not have a job. BTW I still don't have my shoes nor an explanation where they are. So sad and sickening. I may just have to cal BBB or someone that will actually listen to Us.
Good morning. I visited your PLAZA BLVD MENTOR OH store. My size was not in stock. The sales lady directed me to shop online. I ordered the shoes online. AFTER I submitted the order I realized I didn't take advantage of a 20% sale that day only. I contacted customer service who was not able to credit the sale for me even though the item did NOT ship yet. She suggested to reorder. I did and the next day was 25% off. The slip in the box said return to the nearest store. I went back yesterday to return all the shoes (4 pairs total). Jeff was working. He was angry because he said he will not be able to recover the return from online shopping. He was throwing the boxes around and at the end said he couldn't credit my account because it was purchased through pay-pal. Honestly that part of it is fine if that is the policy. His behavior was childish and very unprofessional. I work in customer service. His behavior is unacceptable. I did not do anything wrong. I was following your procedure to fix the return. I am returning ALL shoes at this point via USPS.This was the worse shopping experience ever and you need to be aware of it.