journeys shoes customer service

based on 604 locations

From the brand

Express yourself when you dress yourself with Journeys! Our store offers the latest styles of skate shoes, athletic sneakers, boots, platforms, sandals, clothing, and accessories for men, women, and kids. It's the one-stop for carefully curated selections from brands like Converse, Vans, Crocs, Birkenstock, HeyDude, Dr. Martens, UGG, Timberland, New Balance, adidas, and more. Our friendly staff will walk you through current trends and help you every step of the way to define your personal look. We can't wait to see you in store!"

About Journeys

Journeys has an average rating of 3.3 from 940 reviews. The rating indicates that most customers are generally satisfied. The official website is journeys.com. Journeys is popular for Fashion, Shoe Stores, Shopping. Journeys has 604 locations on Yelp across the US. Read below to see the top rated Journeys businesses on Yelp and their customer service rating.

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Journeys   Reviews

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Reviews 1.6.

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Poor return policy

I bought a package of socks using my debet card. A short time later I changed my mind and went toreturn them. The cashier tpld me I hade to give my name,phone # and my email address before she could process the return! No info, no return. Company policy.I do not give my info out lightly so we were at a dead lock! I gave false info to save my own but what a BS policy, I will not go in a Journeys store ever again.

Date of experience : May 12, 2024

I wish I could give a zero rating for…

I wish I could give a zero rating for my experience with this company. I ordered a pair of shoes from Journeys and they were delivered via FedEx a day early while I was at work. Unfortunately they were stolen that same day from someone while I was gone. I have Blink Video footage and a police report but I was told there is absolutely nothing they can do once the package is delivered. 140 bucks for a pair of shoes. Terrible customer service. Most companies with replace or refund in the event of stolen goods. Especially when you can prove that they were physically taken off your porch.

Date of experience : May 06, 2024

Be careful when redeeming points

Be careful to not click redeem your points in the app unless you are positive you are going to be able to use the points. When I discovered the shoes I wanted were not available in the store or online, I called their customer service department. After requesting help with reinstating my points, I was told “there was nothing they could do for me”. I lost 500 points.

Date of experience : April 30, 2024

If I knew and read the reviews before I…

If I knew and read the reviews before I made a purchase, I would have definitely went somewhere else to buy my sneakers . Fed-Ex left package at the front of the house where anyone walking by can open the gate and take the package if fed Ex didn’t take package back , I left a big signed at the outside entrance to not leave package out front and to make a 2nd attempt if no one is available. Now I have no sneaker or any solution to my issue . Journey is not helpful with any of my issues and in other words . Journey is telling me you lost your money .

Date of experience : April 26, 2024

Got 2 different sizes in my order when…

Got 2 different sizes in my order when both were labeled size 12 - took 2 weeks to get them to send a return label, and I purchased via klarna so they charge you every 2 weeks. I still got charged again with no refund processed when they said they processed it 2 weeks ago. Horrible service

Date of experience : March 01, 2024

Reply from Journeys

We are truly sorry to hear that you had this experience, Tony. If you need any further assistance, please feel free to contact us at https://help.journeys.com/s/.

Journeys sent me my order with 2 left…

Journeys sent me my order with 2 left shoes. Thus was a christmas gift for my fiance and the best they could do is ship it the Tuesday after Christmas. And I will need get it ready for shipment and send verification before they will start the process. I sent photos and still zero help besides me jumping through hoops for them. Never shop at journeys it's not worth saving $5 on the purchase by direct from manufacturer. I'm beyond disappointed how they shrugged me off with a well sir those are your otions.

Date of experience : December 24, 2023

Hi Brandon! We are so sorry to hear you received two left shoes. Please contact us at https://help.journeys.com/s/ with your order information for assistance.

Journeys in Newport Mall

Journeys in Newport Mall , Jersey City, NJ.. JYS 1265 Great customer service from salesperson ,Ramses! Such a nice young man , so patient, polite, & helpful. They didn’t have my daughter’s size but he ordered them online for me. The young lady at the register who was assisting Ramses ( bc he was new) was also amazing. Both of these employees were professional and accommodating. We would definitely shop again at Journey’s Jersey City ( 1265). I think Ramses will have a successful employment there.

Date of experience : October 07, 2023

We truly thank you for your feedback! We love hearing from our customers and are incredibly happy to hear that you had such an amazing experience in our store. We look forward to your next visit!

Terrible customer service all around

Terrible customer service all around. They advertise an item as being on sale, then I couldn’t get the code to work. Messaged customer service days ago and didn’t get a response. Tried another method just for the customer service rep to tell me that they are not responsible for things being advertised incorrectly. I guess they like losing business. Terrible!

Date of experience : December 20, 2023

Hi Shenequia! We apologize for any confusion or inconvenience caused by the listing of an item. Please feel free to contact us at https://help.journeys.com/s/ with more details for assistance.

I was talking to a representative when…

I was talking to a representative when I was placing an order they told me if I placed the order my things would get her by Christmas. I still haven’t gotten a emailing about anything. When I called customer service they told me My order wasn’t going to get here before Christmas. If they would of given me the right information I would of NEVER placed the order

Date of experience : December 19, 2023

We are so sorry to hear this! Please feel free to contact us at https://help.journeys.com/s/ with more details.

Shady shipping

Ordered two pairs of shoes, was given the same tracking for both. Only one pair arrived and with no notification. Second pair still hasn't shown up. The tracking is all over the place with delays and operation errors. I'm honestly not even sure the information is correct. Shady business practice. Update: Received the notification from Journeys that the shoes were delivered. No package, checked with neighbors too. Contacted customer service and was told they wouldn't do anything for me. Don't bother with them.

Date of experience : May 30, 2023

We are so sorry for your experience, Lynda! If you still need assistance with this matter, please contact us at https://help.journeys.com/s/ so we can look into this further for you.

No refund for lost package

If i can give negative review rate i will ! Reported lost package last nov 29 to them and Fedex. Yes, it was delivered but placed on top of mailbox, an open area. So when my daughter got home it wasnt there anymore after wks , journeys email her saying they cant refund coz accdg to FedEx it was delivered. 1st , it was delivered yes, but lost it coz of fedex negligence placing it on an open area! 2nd. We dont care if Fedex denied the claim. We are not asking the refund to them. We are asking journey coz they are the seller. We bought it to them. JOURNEY should take responsibility. We will not stop till we get the refund. Planning to file complaint to california consumer act or to any govt agency if refund not made . Never will do business with Journeys anymore

Hi Ash! We are so sorry you did not receive your order. Please feel free to contact us at https://help.journeys.com/s/ with your order details for assistance.

Journeys Kidz at Jersey Garden Mall.

Journeys Kidz at Jersey Garden Mall. The sales woman Emily Del Rosario did an amazing job with helping me to get shoes for my little one. She gets 10 stars. If you are looking for someone with patience in retail please go to Journeys in Jersey Garden Mall.

Date of experience : December 10, 2023

Terrible customer experience, never received my exchange

Terrible customer experience. I tried to do an exchange and 8 weeks later i have received nothing. They made me CALL them to tell them the tracking number of the exchange and i was told three different times over the phone and via chat my exchange was processing. I was just told 8 weeks later that the exchange never went through, that i was given a refund, and that I should review their exchange policy. Terrible experience. Wasted so much of my time. Will never purchase from here again.

Date of experience : January 04, 2024

Hi Josanna! We are so sorry to hear this. Please feel free to contact us at https://help.journeys.com/s/ with more details for assistance.

Awful customer service

Awful customer service. Someone stole my package from my door step and they refused to send out another package or refund me my money. FedEx delivered the package several days early (so I was not expecting it) and just left the package on the front steps for people to steal. Journeys is awful and I will not be ordering from them again.

We sincerely apologize that you did not receive your order. Feel free to contact us at https://help.journeys.com/s/ for assistance.

Every time I pass by the shop in the…

Every time I pass by the shop in the Wellington Green Mall ( Florida) , I see the staff putting their dirty shoes on the bench and chatting with each other 😡. We sit in those chairs ( benches ) . Also They need keep the music in the background and allow shoppers to think about their purchases. Uptempo or fast-paced music encourages quicker shopping and fewer purchases!!

Date of experience : November 08, 2022

We're so sorry to hear that you had a negative experience shopping in store. If you still need assistance with this, please contact us at https://help.journeys.com/s/ so we can look into this further for you.

Ordered size 6, received 8. Twice. Rough customer service

Ordered a pair of shoes in a woman size 6, received man 6. Got in touch with the customer service who helped me return the shoes and supposedly sent me another pair in the right size: I received the same thing. Called them back, and had to argue very intensely to get them to take them back, get a return label and a refund. They didn’t want to hear what the problem was. First and last time for me!

Date of experience : January 29, 2024

We're deeply sorry to hear that you had this experience, Genevieve. If you need any further assistance, please feel free to contact us at https://help.journeys.com/s/.

This is absolutely the worst company in…

This is absolutely the worst company in the world NEVER order shoes from them ever again unless you want to get your package in over a month!!! You will be on hold for over an hour just to ask a simple question their customer service people are very rude and unhelpful at the same time. Worse experience of my life with them. DO NOT ORDER!!!!!!! Please take my word you will regret it, you’ll thank me later. THE WORSE COMPANY!!!! Customer service doesn’t even deserve a 1 they are a 0/5.

Date of experience : January 13, 2024

We're terribly sorry to hear this, Karen, and we understand your frustrations. Please feel free to contact us at https://help.journeys.com/s/ if you still need any assistance.

I had a wonderful experience at…

I had a wonderful experience at Journeys located at the Eastland Mall in Gastonia, NC. The store manager, Meadow James was very helpful in assisting me exchanging Uggs short boot and ordering the Ugg Tall boot in black. She was attentive and very courteous. I will do repeat business with Journeys for myself and my family shoes needs.

Date of experience : January 13, 2023

We're delighted to hear that you had an amazing experience with our Eastland Mall store, Deborah! :) If you would like to share more about your visit, please feel free to contact us at https://help.journeys.com/s/ so we can pass along your feedback.

Order kids floral vans

Order kids floral vans, received a pair of new balance shoes. Contacted Journey and they were of no help asking me to return the shoes first before fixing the error. They dinally offer to set up fed-ex pick up to my surprise they are going to charge me to return the iteam they sent by accident . Total dissapointment, they dont offer any type of solution even after i stated i work 2 jobs.

Date of experience : April 28, 2022

We're so very sorry to hear that you received the wrong item, Josh, and we can certainly understand your frustrations. At your earliest convenience, please reach out to us at https://help.journeys.com/s/ so we can look into this matter further.

Do not purchase anything you do not…

Do not purchase anything you do not physically have in your hands. I went into our local store, ordered and paid for a pair of shoes for ship to home through the associate at the store. The company cancelled my order the next day by e-mail. It has been 3 weeks, several e-mails and phone calls, and I have not received my refund. I will never do business with a company that blatantly steals money from unwitting customers. Never again.

Date of experience : August 28, 2023

We are sorry to hear that there was an issue receiving your refund. If you still need assistance, please contact us at https://help.journeys.com/s/.

HELP CENTER

• Returns & Exchanges

Feb 1, 2021 • Knowledge

Return Address: DWS Logistics 7315 David Hunting Dr. Unit 4 Mississauga, ON  L5S 1W3 *Please allow 2-4 weeks to process your refund or exchange by mail.  

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Automatic free shipping on orders with a $150 subtotal or higher. Clearance, order protection, and gift cards are final sale. Returns & exchanges can not be processed for these items. Military addresses are ineligible for expedited shipping.

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Journeys has a rating of 1.4 stars from 234 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Journeys most frequently mention customer service, business days, and next day problems. Journeys ranks 746th among Shoes sites.

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Critical highlights

• Disappointed with the service received in my four phone calls to customer service on 8/24/18.

“Great Customer Service”

Ella Dunn, Employee #643199, greeted me with such enthusiasm it made my day, that was nice. There is an UGG hoodie sweater that I LOVE! Hanging on the wall! I don't think you understand, I have the same hoodie that I purchased prior to falling ill with COVID-19, several years ago & unable to work. An UGG hoodie was not a priorty BUT did I mention I LOVE the UGG hoodie sweater. Currently, there are only certain type of material that does not hurt my skin. I can be in this hoodie 24/7.LOL Prior to me having to think if I could/should purchase this expensive wonderful hoodie because it's SO EXPENSIVE but worth it, LIKE $100 EXPENSIVE but it's on sale! But It's not my size, it's too small Ella went to her computer to see if she could order it online. No luck! She could have left it there. Instead, Ella went above and beyond by looking to see which other stores had that hoodie in my size. Ella found my size, Ella reached out to the store and asked if it would be possible to have that item transferred to her store for a customer to purchase. They said YES! 😊 I am SOOOOOOO HAPPY! THANK YOU ELLA!

“Terrible customer service!”

I ordered online 2 pair of shoes and made payments through Klarna! Because the shoes was delivered but not to the correct home, they didn't want reimburse me my money or resend the shoes! Do not trust Journeys! Go personally to the store and buy the product! Don't do online purchases! The house they delivered was green and my house is blue! I paid them so it's not about the money! But I guess Journeys needs it more than me!

Reviews (234)

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We're terribly sorry to hear that you received the wrong item, Charlie, and for any inconvenience caused. If you still need any assistance, please feel free to contact us at https://help.journeys.com/s/.

We are sorry that you were misinformed about our return policy, Tianau. Please contact us at https://help.journeys.com/s/ if you need further assistance.

We truly apologize for this situation, Abigail. Please contact us at https://help.journeys.com/s/ for assistance with this issue.

We're very sorry to hear that you are experiencing issues with your order. If you still need assistance, please contact us at https://help.journeys.com/s/.

• Follow C M.

They must have read my review. They emailed & refunded my order this morning. Too bad I had to write this to get this resolved.

We're truly sorry to hear that you had a negative experience with us, but we're glad to hear that your order has been refunded. If you need any further assistance, please contact us at https://help.journeys.com/s/.

Horrible experience with this Journeys.com -- I am beyond annoyed and frustrated. I feel taken advantage of during the holidays. I'm out $300+ and no merchandise. They have just lost a 10+ year longstanding customer and they could care less. Basically, my order arrived with box ripped open, retaped 3 missing items -- went to store next day in hopes they could help but was redirected to online. Called customer service online and was told that I have to wait 12 days for a fedex investigation to be done - the rep hung up on me when she was "commenting the account" - I called back extremely upset and she happened to answer the phone again - I was very unpleasant at this point - On the phone for 2 hours complaining to no avail. Basically, I have to wait 12 days to find out their investigation results! THIS IS RIDICULOUS -- Why wouldn't they call fedex with me on the phone? There is no picture of the delivery, there is no signature! Why would they send a package that is over $300 with no signature? I am beyond frustrated. Suddenly their error is my fault. I am the customer. It's not my fault that the package arrived with missing items. I called back because my husband thought this was unacceptable I asked for supervisor 2 twice and was hung up on once -- the third call -- I was told that their phone lines are not working well. I smell BULL! For some reason they just do not care. This si my money and I am out $300+ during xmas -- this is not fair or just. After waiting a few minutes on the that the call, finally got me on the phone with a supervisor named Melvina Milligan, who barely listened - she was located in TN and was working from home. Of course she could care less - how could you be professional and care about your job and offer ANY "customer service" when you are sitting in your PJs at home eating bon bons? The casual disinterest in her communication alone is reason enough to fire her. The complete disregard and and disconcern for the situation was shocking and made me even more agitated. I was and am beyond frustrated - how could a supervisor allow for a company such as fedex get3 away with ripping a customer off by $300+ and not offere a solution? I asked made multiple suggestions: resent me the items and require a signature upon delivery to ensure the items arrive, credit my account so that I can get the items in the store, credit my account and let me get it somewhere else, this woman would to agree to anything. My concern is that these items are popular and they will probably sell out - they are uggs and xmas gifts for my kids. The worst part is that all items are low in stock and the 12 day investigation doesn't end until 12/20/22 - All I want is a refund and to never ever deal with these people. I asked this woman for the name of the president of the company and she didn't know - I asked her for an email address and again for a corporate number and all she kept giving me was the phone number that I had originally called. She clearly has no clue. All she kept saying was we have to wait for the Fedex investigation which takes 12 days. She then suggested that I call Fedex myself -- I was so mad at that point that I told her that I would be posting this experience all over social media -- I am beyond aggravated. I also commit to NEVER giving Journeys another cent. My company will no longer purchase gifts from Journeys -- Zumiez will now earn my business. This is an absolute disgrace. I will be posting this everywhere.

Tip for consumers: DO NOT ORDER - THEY ARE HORRIBLE

Products used: none

We are terribly sorry to hear that your sandals arrived in less than perfect condition, Xuan. If you still need assistance with this matter, please contact us at https://help.journeys.com/s/. We would be happy to check about this further.

• Comments (1)

We're truly sorry to hear that this happened with your order, Carla. Please contact us at https://help.journeys.com/s/ if you still need assistance.

We are deeply sorry to hear that your package was misdelivered, Carson. Please contact us at https://help.journeys.com/s/ if you are still in need of assistance.

We're very sorry to hear that you had this experience! Please contact us at https://help.journeys.com/s/ for further assistance.

Q&A (14)

What happens if i purchased the wrong size in store and they dont have the correct size in store,new with receipt can they order the correct size.

Hi Mary! So sorry for the delayed reply. There are a few different options in this case. 1) For the quickest option, the store can help you return the wrong size and place a Special Order for the correct size, which can either be shipped to your home or the store's address for pick up within 4 - 7 business days. 2) Alternatively, you may reorder the correct size via our website and then return the current order in the original manufacturer box to the store with your confirmation email. 3) Another option would be to request a prepaid FedEx label through our website with the following link (for web orders only) to exchange through our warehouse for the correct size. However, all warehouse returns and exchanges by mail can take 2 - 4 weeks to process from the date we receive the return package. Then, once the exchange or return is created, you will be updated via email with the new order number or return confirmation. We hope this information is helpful! :) https://bit.ly/3WzdYct

I've ordered a pair of ugg boots money has left my bank but received no confirmation email worried

For whatever reason they didn't send a confirmation email when I recently ordered and I could never track the package it finally just showed up. 3-5 days

What if i receive my shoes worn? i'm scared i won't get a refund.

Hi, i am looking to buy uggs from journeys. are the uggs legit and real thank you., how do i cancel a order that i ordered online i don't need the shoes anymore..., why are you having so many shipping issues, why do you send out spam, lying about my apple account, i ordered something online and its been processing for 4 days now, what's going on, my online order has been processing for almost 4 days now, what's going on, i´m thinking about ordering online some shoes from this site. do you think i should give it a go and also are they delivering outside the usa, can’t see your question ask to get answers from the journeys staff and other customers..

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Visit Journeys.com for the latest styles from top brands with FREE SHIPPING on purchases 39.99 and up! Journeys Shoes carries the hottest brands and latest styles of athletic sneakers, boots, sandals and heels.

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