Famous Footwear Outlet — Local services in Merrimack

I ordered sneakers online with next-day delivery through the Famous Footwear website, not realizing the delivery would be handled by DoorDash. The next day, the DoorDash driver called me to say the store was closed and she didn’t know what to do. She told me to cancel the order with DoorDash — but I had purchased directly from Famous Footwear, so I wasn’t sure how I could cancel something through a third-party delivery service I never signed up for.

I called the store to ask for help, and instead of assistance, I was met with an angry response. The person on the phone snapped at me and said the employee had to close the store due to a car accident in the family. I completely understand and sympathize with that — emergencies happen. But I wasn’t calling to complain about the closure. I just needed guidance. I asked if I could pick up the shoes another day, and she continued to be rude, insisting I had to cancel through DoorDash. I tried to explain that I bought the shoes directly from them, not through DoorDash, and just needed help figuring things out.

I stayed calm and polite through the entire call, despite being spoken to harshly. I even asked, “Why are you angry at me?” and was told it was because her employee had a family emergency. I get it — but I was also having a rough day myself. I had just been in a minor car accident, got a call from my son’s school that he was in trouble, and later found out my cats were outside because a door was left open. Still, I didn’t take it out on anyone. I just needed to find a way to get my son’s sneakers.

To make things worse, when I called customer service to try again, I was hung up on while giving my order number. I’ve remained respectful throughout, but this has been an incredibly disappointing experience. I expected more support from a well-known brand. I still not sure how to cancel this order or get my son’s sneakers, it’s being almost one hour on a second call to customer services, not answering yet. Very...

This is not an ASD friendly establishment. If you have kids with special needs this store cares more about their egos than anything else. The cashier and manager were incredibly rude. They refused to sell us a pair of shoes that my son was wearing because they could not check the sizes. I’ve never had this issue at any shoe store including other famous footwears. The cashier was so smug and was smiling at the whole interaction. My son has autism and my husband has PTSD and social anxiety, let’s just say it was a horrible experience for them. Then when my husband suggested that it would be helpful to have a sign in the store, he basically argued with us. Total trash establishment and no where near the level of customer service that has been stellar at other...

Went in for a simple online return. Lady who seemed to have just finished her break was rude and condescending without any provocation. Trouble scanning the barcode on my phone so she asked if I could turn up my brightness. As my brightness was already nearly maxed I asked if she meant to put my phone in light mode and if she could help me to do that. Rolling her eyes she swiped to my brightness setting to put it on fully maxed but ended up having to type the code anyways. While the system processed I found where I could change it to light mode and shared that with her to which she responded with disgust “yes I know I have it on my phone”. Didn’t catch her name as I left a bit flabbergasted but the receipt said associate#321458. Maybe working in retail...