DSW Designer Shoe Warehouse — Local services in Fairview Heights

In April I’ve taken my grandmother to the Fairview Heights location 3x. The first visit on April 7 she purchased over $400 worth of shoes because she needed new shoes due to her shoe size changing. The second visit on 4/12 we exchanged those shoes for the exact same shoes with the exception of her tennis shoes because we found she needed a 1/2 size up. On 4/12 She found the tennis shoe type she had purchased on 4/7 and brought them. She was told she had 90 days to return the tennis shoes she had purchased on April 7. I told her during my next visit we’d bring back the tennis shoes that were too small to return. Both visits were pleasant, and the store associates and the manager Holden was more than friendly.

Now, on this last visit we dealt with an associate name Kaitlyn. The Caucasian woman before us had a return. Kaitlyn asked had the shoes been damaged etc. the woman said no. Kaitlyn returned with no issues. When I brought my 88 year old grandmother to return her sneakers Kaitlyn “throughly inspected” the tennis shoes and told my grandmother she couldn’t return them because they were obviously worn. When I explained she only wore them when she tried them on in the store she said that may be true, but she still wouldn’t return them and she could “tell” my grandmother had worn them outside because there was “debris” on the bottom of the shoes. There wasn’t. Again, my African American 88 year old grandma tried to explain she hadn’t worn them except when she tried them on in the store. She also explained that she brought the same pair in a different size when she exchanged the previous shoes the associate told her to just bring the tennis shoes back no issue.

We got the manager Holden, and he brushed the bottom of the shoes and told Kaitlyn to return them for us.

Here’s the deal. I witnessed Kaitlyn blatantly discriminate against my grandmother. She didn’t give the previous person any issues. She didn’t even take the shoes out the box to inspect their shoes like she did my grandmothers. Then she essentially called my grandmother a liar when she told her she had only worn the shoes in the store.

I don’t care how much you smile. If you’re going to pick and choose when you enforce a policy based off a persons color you don’t need to be working at a store where everyone should be welcome. My grandmother has gone to DSW since I was a little girl. I’m 32 now, and the “service” displayed by Kaitlyn was disrespectful and prejudice.

Like I told Kaitlyn I could understand if the shoes really were worn and had signs of “wear” and “destruction” from my grandmother wearing them around outside. This location is the primary location I take my grandmother when she goes. I’ve never dealt with Kaitlyn until this incident, and I feel bad for anybody who she discriminates against that does.

I’m very disappointed in her actions, and I know one person doesn’t reflect on the DSW company because we’ve gone to DSW for years. But pay attention to who you allow to represent your company because somebody else might take it higher than just reaching out to voice their concern. It’s 2022, its sad...

I was in tonight, 10/21. I just wanted to say the manager that was on duty deserves an award. A customer was upset that she couldn’t return something and gave the customer all the info to contact corporate and figure out why. This customer continued to go on and on being outright rude to the employee who was just doing her best. I did end up asking the woman why she felt the need to act like this to someone who was just doing her best. The manager did a stellar job staying calm and not allowing this ick of a human to get under her skin!

So if you get a bad review from this disgruntled customer, please don’t feel bad for her. She waited in the parking lot for me to come outside. About ran her vehicle into both me and my 2 year old then verbally...

Well stocked and large selection of shoes. They have a lot of wide sizes also. Update 5/24 My wife and I returned for some new shoes. It seems the store has been down sized. All of the wide shoes are now mixed in with the rest of the inventory. You have to hunt for them… Upon check out, my wife was asked if she wanted to “round up” her payment. !? How about you round it down this time.!? Hell no I won’t round up. Next question was “ do you want to purchase a bag?” for the shoes I just spent $150 on ?? No thank you. I will carry my $150 shoes out without a bag. I will not be nickeled and dime d out of my paycheck in this manner. Soon to be another empty storefront in...