Rack Room ShoesReviews of rackroomshoes.com

I ordered a pair of sneakers and received them faster than expected! They are exactly the sneakers advertised. Very pleased!

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

I placed an online order for five pairs of sneakers (totaling over $200) intended as Christmas gifts for my husband. Upon delivery, the items arrived in poor condition: • All five shoe boxes were damaged: two were completely destroyed (torn/crushed, appearing mishandled during shipping), and two others had handwriting on them. • One pair of sneakers still had the security tag attached, rendering them completely unwearable (alarm would trigger if worn, and removal risks damage). These defects make the products unusable and not fit for their intended purpose as a consumer purchase. On January 9, 2026 (Fri at 3:08 PM), I emailed customer service detailing the issues and attached photos of the damaged boxes and security-tagged shoes. I requested prompt resolution beyond a standard discount. They responded once (acknowledging the sensor tag and damaged boxes) and promised to “provide return forms so that we may remove the sensor tag.” However, they did not clarify the process (e.g., whether I’d get the original pair back after tag removal or a new replacement) and never sent the promised return forms/instructions. I followed up on January 12, 2026, reiterating the need for clarification on the return process (two scenarios outlined: return for tag removal and reship original, or new replacement), the return documentation, and expressing frustration over the inconvenience (extra trip required) and lack of response. I also noted additional recent purchases (nearly $100 more in the last month) and my disappointment as a repeat customer. Despite daily follow-up emails since then, I have received no further response (now over several days of silence as of January 15, 2026). This lack of follow-through has caused significant inconvenience, especially since the items were gifts and the order was expensive.

Zero stars. I purchased a pair of boots at the Katy Mills location on December 6, 2025. After wearing them only twice, the zipper on one boot broke, making the pair unwearable. When I returned to the store, the manager (Jay) refused to accept the return, claiming the boots were not new any longer and spoke in a dismissive and unprofessional manner. Very disappointed in both the product quality and the in-store experience. I will definitely NOT be shopping here EVER again.

Website blasts about free shipping, but my items were sent separately and one has yet to show up. The first item was in a poorly packed bag, and the shoe box looked like it had been to war. The shoes ran small so I need to exchange, but Rack Room does not do online exchanges, so I must return them. Went to USPS yesterday and paid $26.00 to return ship. Still waiting on the second pair. Not happy, and will not use again.

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, refused to even look at the email, and told me things like: “Customer service works for us,” “We don’t have a corporate,” and “We’re not returning it.” I had to call corporate from inside the store, and only when corporate called them did they finally do their job. The staff at this location were rude, dismissive, and unwilling to follow company policy. Rack Room Shoes needs to fix the customer service at this store.

Bought a pair of Nikes at the Palatine IL store, and within one week of wear, the stitching started coming out between the sole and upper. Took the shoes back to the store but they would not accept the return even though the product was defective because they had been worn a couple times. The manager I spoke with was curt and unhelpful. Now I have to pay to mail the shoes back to Nike. Will not be shopping at Rack Room Shoes again.

I placed an order for two pairs of children’s shoes. They only ship out one pair. But both pairs had the same tracking number for some reason. In the delivery photo, you can see that there is clearly only one box of shoes. The package is shaped like one shoebox. The weight of the package should also be counted into effect that it weighs the same as one pair of shoes. I chat with customer service and sucks was trying to argue with me about the one box trying to act like two pairs of shoes could’ve fit in that box which is not possible being the weight and the size of the box. I need these shoes for my child for school. It already did not come in time. I tried contacting customer service over five times. I finally get through on chat and the person is not that bright and will not help me. They should be able to tell by the weight of the package that the shoes were missing. They should be able to tell by their inventory that they never shipped them. This is completely unfair. I paid for an item. I should receive that item. I will never order from here ever again. All I wanted was my kids shoes ….that’s it, never have I ever had this much of a hard time with a retailer before.