Typical DSW. Didn't have as much of a selection as some of others I have been to. Good to stop in if you are in the area.

Most of the time this location doesn't have my size in stock, which isn't ideal. It's a pretty normal size too. The selection is vast, but I'd really like to try a shoe on before I buy it. Sometimes it's just worth it to buy online and then return to the store if needed. I did have success recently with a pair of Brooks in store, so that was nice. read more

5/28/21: I stopped in after not being able to find black tennis shoes I liked at Rack Room. I only had 30 minutes to browse, so I ran to the tennis shoe section. They had a few brands in my size. I chose a pair & ran to the register. I was never greeted nor asked if I needed assistance. There were several staff members who walked by me & one that was vacuuming while I was trying on shoes. Maybe they were just ready to go, but they could've at least had manners. I don't like spending my money where the service is poor, but I really needed these shoes. The store was organized & clean. It was marked for social distancing & had a hand sanitizer station. Masks are required. I won't say I won't be back, but this will definitely be my last choice. read more

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This location deserves all the poor reviews it could get. Stopped by today for some shopping, and I was not impressed by the experience. For starters, the store was a mess - and not a single person floating the sales floor offering help. The worst part of the experience was checking out. Hasna was the clerk, and was incredibly rude. Her attitude was dismissive, especially after my wife declined her offer to sign up for the reward program. As someone who has worked in the service industry and retail, I understand how frustrating working can be. But this level of incompetence and hostility doesn't belong. If you don't want to deal with people, work in back of house. read more

Any store with drive up service gets my business! I ordered my baby girl her first pair of shoes! It was so nice to be able to find them online, pay ahead, and grab the shoes while we were out running errands. I don't love that you have to call the store (I'd rather them have an option to check in on the confirmation email when you arrive), but that is such a small thing compared to the huge reward of convenience. read more

Horrible Customer Service at this location . I visited on 11/18/2022 and never got greeted while the employees looked me in the eyes when I walked in . I was the only customer in the store and the whole time I was there no one spoke to me. I would not recommend this location . read more

If you're a shoe fanatic like me, you'll love the styles and selection at DSW! Imelda Marcos... eat your heart out! Check out the clearance section in the back for some great sales. My hubby always finds dress and casual shoes here, he sports a wide foot, so he likes that they carry varied widths. I shop DSW on line too, but there's something nice about a brick and mortar where you can try on multiple styles! Hey, if the shoe fits, buy it! read more

Twice I've been here and twice they did not have the shoes in stock even though I called ahead of time. Twice they seemed bothered that I was in their store. Not sure how they stay open. It's not like they were busy read more

Very disappointed with customer relations today. All my adult life I have been bringing in a pair of shoes to donate and receiving $5 off the pair that I purchase same day. The Broad Street store would have given me the $5 for that Birkenstock purchase. However I am very disappointed at the DSW Willow Lawn store. First off, there are no bagging of shoes anymore. Second, we got to buy $100 worth of shoes to get $5 off from a donation? That sounds crazy. The prices are marked up for worn shoes on clearance rack. So when I questioned it, the manager was aggressive towards me with his explanation. I could easily go to macys and get the same pair of shoes for same price however I chose DSW so I can donate a pair of shoes for the $5 discount. So as far as customer relations, they lost (2) customers and 199.99 worth of sales over $5 dollars. My shoes were 49.99 and my gf boots would have been 150 but she choose to purchase at broad street store who btw has better customer skills. Do not shop at this store! read more

Looking for shoes? You're at the right place. Lots of shoes from dress shoes, boots, sandals, athletic shoes, etc. If you're looking for a gift for a shoe lover, then get the a gift card. Yes, DSW has gift cards. Looking for accessories? DSW has those too from purses, wallets, tote bags, to socks. Awesome experience at this location. The staff are very friendly. As the staff pass shoppers, they greet you and ask if you need help. If you say you need no help, they let you know to tell them what you'll need and they'll help. What a welcome for my first time at this location!! I came in to purchase a pair of dress shoes. Personally, I found a lot of shoes that caught my interest. They also sell my favorite brand, Cole Haan. I did find the dress shoes I wanted. What made this even better, they were on clearance. There's nothing like a deal on top of a deal. What a win!! Keep up the good work! Keep those warm and welcoming smiles. I can't say enough about the great service I received at this location. read more

Awesomeness! I love the new DSW in Willow lawn. The location is pretty great because it's close to my work place, so whenever I have a really crappy day, I can always take a break over at DSW. Not only that, but the location is pretty sweet. It's right next to the Five Guys and Dollar Tree, and across the street from Ross and Old Navy. It's a pretty nice location and parking is always available. The place is clean and it's like every other DSW (in Richmond, VA) I believe. The shoe election is pretty wide and it is very organized. I always seem to buy myself a pair or two whenever I go in there so I decided to try out the Order to pick up. I ended up getting myself my new pair of rain boots that have these anchors all over it. It was a great method so that my husband doesn't get any random surprises whenever I come home. haha. I would highly recommend this place for all shoe lovers. Oh, and totally random, I ended up getting myself a new wallet there. I love it because it has the nautical stripes and it's big enough to hold my cash, cards, check, and photos. Pretty awesome!!!! Def worth a place to check out or a pick-me-up mood. :) Oh and the staffs are really friendly and helpful. read more

This is a little bit of a story. The short version: It started out with me trying to determine where my package was and then finding out someone working at the DSW Willow Lawn location changed the shipping address, phone number, birthday and email address from their register. I've never even shopped at this store. **************** Long version: I was on the phone with DSW's main customer service number for an hour. I had ordered 5 pairs of shoes on 10/24. I received an initial email that day to confirm my order had been made, and that I would be the primary pick up person to retrieve the order from a store in another state in 4-7 business days. Deja from Shoephoria (DSW's customer service name) asked me to verify my address as part of making sure they were speaking with the right person. She then told me the address I gave didn't match the address in the account. She said the address was a Mechanicsville, VA address, my number was changed from a 202 area number to a 813 area code number, my birthday was changed from December to July, and my email address had an added number to it. I was first thinking someone had hacked my account, as I saw my store was updated to this location and there was orders I had never made in my account starting in June. I went into my bank account and saw that no unauthorized purchases were made so we figured that theory was incorrect. I used to work at DSW and I know how easy it is to change someone's account information, but it didn't make sense as to why my account would have come up. Shoephoria determined the other person whose account was combined into mine had the same first name as me, but nothing else. Shoephoria and I both pieced together that someone from this location somehow changed ALL of my account information. This is why I didn't receive the follow up email to inform me that my shoes were sent to the correct location. I called Willow Lawn and spoke with the manager, Rachel. I let her know the whole situation and she honestly didn't seem to care. She said there was no way to determine who did it, which I know is true. However, she should've insisted she would speak with her staff and make sure everyone is being ethical when using the register. I had to suggest to her the she make sure she speaks with them about it. read more

This one just does not have the selection that the Broad/Gaskins store has. The service, however, is top notch.

If I could give negative stars for customer service, this location would get it. Working in customer service, you expect to answer questions regarding services and promotions, and the representative at the cash register (I believe her name was JC) was beyond RUDE...rolled her eyes, gave me an attitude and acted like I inconvenienced her when I asked a simple question about the bag being given out. I would recommend driving a few miles west to the other DSW location for better service. read more

Great location with a wide selection of shoes. Staff is always nice and helpful. The line tends to get long but they work pretty quickly so your wait time isn't that long. read more

I visited the Willow Lawn location on 10/10/18 to shop for the first time. I ended up picking out 2 pair of high heels for work however I needed to order 1 of the pair in a smaller size. I went to the register to pay and explained to the associate what I needed to do. She proceeded to ring me up for 1 pair and tells me to have a good day. I stopped and said "But I need to order this pair...". She got a slight attitude at this point as if she didn't want to do whatever work it took to order the pair. She asked if I wanted them delivered to my home or the store, I chose the store. She finishes the transaction and slides me a piece of paper and pen across the counter to fill out WITHOUT telling me what sections I needed to fill out. So I filled the information out and signed the bottom where it said "customer signature". She then tells me "ugh... you weren't supposed to sign the bottom until you picked up". Normally, in this situation, I would apologize. However.... I did not. I simply said "Well, you didn't tell me that.". She gets another attitude and proceeds to get me another slip. I fill it out, give it back to her and she finalizes the transaction and doesn't say another word to me. Doesn't tell me when they'll be in, have a good day, nothing. So, out I went. 10/17/18: I go into the store on my lunch break to see if they were in stock. They were not. I was then explained they would be there no later than Friday. I leave. An hour later, I get a text that they arrived. So, when I got off that evening I go in to pick them up. The lady at the register tells me they're not in. I tell her I received a text they were. She looks around on the back counter and says she doesn't see them and that they probably arrived but were not ready for pickup, as she proceeds to look around the register in a pile of shoes sitting next to the register-- magically, she finds the shoes. She then tells me it'll be a few minutes before they're check in the system and are ready. I walk around the store while I wait, and she comes to find me to tell me I'm not in the system for a pick up slip. I express to her this has been a disaster from the beginning and I'm extremely frustrated and calling the corporate office when I leave. She goes in the back and comes back to tell me she has everything figured out and we're good to go, asks me if I want to try them on, etc. She's nice the whole time, however with a semi smart attitude. I try the shoes on and while I'm doing so-- she's at the register talking about me with another associate. I decide to cut my losses and just leave with my shoes. I called corporate the next day and was told I would hear from the store/store manager. And as of 10/19- I've heard nothing. Extremely disappointing... And considering I am a shoe fanatic, work right next to DSW (super convenient) and love their shoes- I honestly do not see myself ever shopping there again due to this instance. Which was my first impression..... read more

Maria the manager was so nice helping me out with my return. That is the kind of customer service that I am sure all customers are looking for! I will return to this location just for being treated nicely! read more

Love this location! The store has a great selection of shoes and I had a very good experience with employee, Nick, who was so patient helping me find exactly what I was looking for! read more

Absolutely awesome! I was in the store on Tuesday and found the shoes I needed for an event on Friday evening and the salesperson tried to find the shoe for me at one of the other stores with no luck. It seemed hopeless and the manager, Ullees(spelling) asked what the problem was and he said to order the shoes for me (did not charge me extra) but the problem was whether the shoes would come on time. He say, if not, they would refund my money. My shoes were delivered Friday afternoon (happy dance). I love the customer service I received 10+. The quality service was 2nd to none. I am so impressed, The type of service offered you don't find anymore, very rarely. I love DSW, the store is fantastic and the staff top notch. The manager is GREAT! Thanks again everybody! read more