I'm a VIP rewards customer which means that we get discounts and items first before they actually on sale. I purchased shoes and qualified for a perks item, I chose a Kelly and Kate bag, but when my items arrived there was no bag so I contact DSW and they apologized and stated they were out of the bag. So no substitution was made for the on their end. I should have learned then, but I didn't. Another perk was offered for the VIP Perks customer, this time I chose the free duffel bag. I made this purchase on the phone with a representative with the understanding that I would received the duffel bag with the shoes. I received the shoes and no duffel bag. I called DSW again and got the same response "we're sorry we appear to be all out of the duffel bags" So instead of keeping their customers happy, they have just alienated another customer. I believe that companies should try to keep their customer happy that way they will be loyal customers. Bottom line is that I am returning all four pairs of shoes I ordered and will never shop DSW again. They can keep their rewards.