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Business Profile

Retail Shoes

Skechers U S A, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Skechers U S A, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Skechers U S A, Inc. has 51 locations, listed below.

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    Customer Complaints Summary

    • 191 total complaints in the last 3 years.
    • 50 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/07/2025

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Good afternoon,They offered to replace the shoes or a refund due to them being lost or whatever happened in the mail. Nonetheless, I need the shoes sent. One cant make an offer to help than renege on the offer due to their error. Please assist, I have included pictures of our conversation.

      Business Response

      Date: 07/08/2025

      Hello Mr. **************** the conversation with our customer care team, your replacement order has been submitted for shipment. Please allow 5-10 business days to receive it.

      We are sorry for any inconvenience this may have caused you. Skechers' main aim is to make each experience wearing our brand special.

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 07/08/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I look forward to getting the item.

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:06/24/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction 5/10/25. I purchased 2 pairs of shoes on a promotion. I contacted customer service within the 45 day window to return for a refund. I emailed the company on their website and received a response from an agent asking me to take several images of the shoes and fill out my information. I did that. I also reported that my toe was hurting and very tender. I also reported a previous brand new show that I purchased about 1 year ago had a lining in it that hurt my feet. I received a response from another agent who said the information I sent could not be found. Several other agents also got involved. I was finally offered a replacement for 1 pair of shoes. Since the shoes were hurting my feet I refused the offer and said I wanted a refund. I then received an email from another agent that I should send my information to their legal department. This is not what I asked for nor found this to be extremely intimidating. Being a sketchers customer for many years I was shocked at their response. I feel that if I sent any information to a legal department that their would be litigation against me. This is their way of handling a customer knowing I would just go away scared. I never in my life have seen this kind of response from a company.

      Business Response

      Date: 07/01/2025

      Hello Mr. Last,

      We truly apologize for the inconvenience you've experienced with your Skechers shoes and with our care agents. Over the weekend we reached out via email and offered to assist you with a full refund at one of our retail store locations. We trust that you were able to return at the store and if you need anything else, please don't hesitate to reach out. 

      Thank you

      Skechers Customer Care

      Customer Answer

      Date: 07/01/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23513241, and find that this resolution is satisfactory to me.




      Sincerely,



      Kevin Last

    • Initial Complaint

      Date:05/27/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a pair of new shoes from ************************** in February. By mid April the toe where the sole attaches was starting to seperate from the shoe.I am disabled so my shoes get very minimal light duty use so I sent them back as ************ mid-may the company sent me an e-mail stating they decided the shoes are not defective but all they did was provide a coupon to buy ******* I called and they are keeping my money from my initial purchase AND keeping the item from my purchase and now want me to buy more?How can they keep my money AND my item? If they don't want to send me new ones, shouldn't they at least send the same pair back to me 'or' the cost of my initial purchase? How can they keep everything and then expect me to spend more money?

      Business Response

      Date: 05/27/2025

      Hello Mr. ****************** truly apologize for the inconvenience with your purchase and return. I see that we have submitted a replacement pair to be processed and shipped out to you today. Please allow 5-7 business days to receive your replacement pair.

      Thank you for your patience in this matter.

      Skecher Customer Care

    • Initial Complaint

      Date:05/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a pair of white Sketchers slip ins and love the shoes. They are the mesh type and can't get them clean. Used sneaker cleaner and doesn't work. You have a vinyl type I should have gotten. Any suggestions.

      Business Response

      Date: 06/06/2025

      Hi ******!

      In order to give you accurate cleaning instructions we'll need to know the exact style of shoe you have. Please visit our *********** to submit an inquiry and one of our customer care agents will assist you! In your inquiry, please provide the style number which is located on the inside tag and starts with "SN"

      Here is where you can submit a question: ***************************************************************************

      There is also an informative article about how to care for your Skechers shoes here: ********************************************************************************************************

      We look forward to assisting you!

      Skechers Customer Care

    • Initial Complaint

      Date:05/23/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had an extremely frustrating experience purchasing work shoes from this store. The shoes were uncomfortable to the point that I had to leave work early with a swollen leg after just 15 minutes of use. When I tried to exchange them, my size wasnt available. I was assisted by a male employee (bald with glasses) who seemed irritated and disorganized. He said he would email the receipt but never did.Due to the lack of proper documentation and the stores refusal to offer a refund, store credit, or viable exchange option, I was pressured into taking items I didnt needone of which was a hoodiesimply to not lose my money. The staff even offered me a single shoe (missing the second) because they had no complete pair in my size. Their return/exchange process is confusing and inconsistent, and they claim they cant track purchases made with a cardwhich is a basic feature at most ************ filing this complaint due to the poor customer service, lack of accountability, and failure to provide a satisfactory resolution. I request a full refund and an apology for the inconvenience caused.

      Business Response

      Date: 06/06/2025

      Hello Rie K,

      We are so sorry to hear about your experience at one of our retail store locations. We would need some more information to look up this transaction and help you with this. Please look out for an email today and respond with the requested information. We look forward to assisting you and will have this resolved as soon as possible.

      Thank you for your patience in this matter.

      Skechers Customer Care

    • Initial Complaint

      Date:05/23/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought some shoes at ********* 5/18/25. I paid $73.40. I tried them out for 2 days but they hurt my feet. The receipt says at Sketchers they guarantee 100% satisfaction on any item. If for some reason I am not 100% satisfied Call them. I called but the attended said I could not return them, get a refund, or get credit. Very disappointed because they would not give me any options. I would like credit to exchange them for another Sketchers pair of shoes.

      Business Response

      Date: 06/10/2025

      Hello *** *****,

      We're so sorry to hear about your experience with your Skechers shoes and at one of our stores. You will receive an email today that requests more information so we can assist you with a return. Please look out for this email with case #********, and respond with the information requested. We hope to get this resolved for you as soon as possible.

      Thank you for your patience.

      Skechers Customer Care

      Customer Answer

      Date: 06/15/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:05/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was in Orlando premium outlets and then they close 5 minutes earlier, my wife went to the restrooms for an emergency with the child whe she was back still before 7pm I was inside but they did not open the door to pay the shoes that earlier we have chose. Very unfair the manager and the cashier too othe staff very kind but no power to decide to open the door to my wife that was back from the restrooms. So we could not buy nothing. We were ready to pay and still earlier than 7pm. First time in ******* terrible experience Thank you very much

      Business Response

      Date: 05/20/2025

      Hello Mr. *************** are truly sorry to hear about your experience at the *********************** store. We take your feedback seriously and have sent it on to the stores district manager. Please allow at least 48 hours to be contacted by a representative. Thank you for your patience and understanding and we look forward to making this right.

      Skechers Customer Care

    • Initial Complaint

      Date:04/21/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a pair of sneakers at a local retailer for work, I'm a bartender, so I walk a lot. Wore them about two months and they started literally falling apart. Pictures included show both shoes breaking from the sole, and seemingly dry rotted. I called sketchers customer service, they directed me to follow the warranty instructions, to which I package the shoes and sent them in with all pertinent information. Never heard back. Called today to follow up and they told be that was just "regular wear and tear" and that they weren't covered by their warranty, despite the pictures CLEARLY showing otherwise. I've seen hundredsc of complaints of the same nature, I spent a lot of money for their cheap product, I just want them replaced.

      Business Response

      Date: 04/30/2025

      Dear Mr. ******,

      We are so sorry to hear about your experience with Skechers! Upon looking further into your inquiry, we are happy to offer you an alternative resolution of 50% off another pair of your choice. Please let us know if you'd like to accept this offer and we will email the voucher directly to you.

      Thank you

      Skechers Customer Care

      Customer Answer

      Date: 04/30/2025

       
      Complaint: 23231596

      I am rejecting this response because: I also paid $20 to ship them to you,  how is that fair? So I pay almost $90 for a pair of shoes that lasted 2 months, topped by zero response and terrible attitudes from your staff,  and that's your response?! I want the shoes replaced, or you can reimburse me for 50% of total cost ($55), then it'll be fair.  There's no reason a 2 month old pair of shoes should fall apart like that,  they're clearly defective, all I want is for you to honor your warranty. 

      Sincerely,

      ****** ******

      Business Response

      Date: 05/09/2025

      Mr. ******,
      We understand your frustration in this matter and truly apologize for any inconvenience. Unfortunately, since the shoes were purchased from a different retailer, we are unable to issue a refund. However, as an alternative solution I'm happy to send you a Skechers eGift Card for the amount you paid of $80.00. Please let us know if this is satisfactory to you and we will send it via email.

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 05/12/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** ******

    • Initial Complaint

      Date:04/19/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The shoes i bought a few years ago sat in my walk in closet in their box for a few years. I decided to wear them for the first time to my neighbors party. Within 2 hrs of wearing them the shoes started to fall apart. I took it to Sketchers, however, they were not interested in helping, they made me spend $16 in **** shipping.They reviewed them and declared the shoes were within the wear and tear period for them to be this damaged. I am so unhappy and disappointed with the handling. These shoes were $100 and never worn and yet they fell apart.

      Business Response

      Date: 04/30/2025

      Hi ****,

      We are so sorry to hear about your experience with your Skechers shoes! Our quality assurance policy covers shoes made or purchased within the last 2 years, after looking into your case, we found that the shoes in question were manufactured more than 2 years ago which is why a replacement pair was declined. However, we understand your concern and would like to offer a 50% off voucher as an alternative resolution. Please let us know if you will accept this offer and we will email the voucher code directly to you. 

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 04/30/2025

       
      Complaint: 23227141

      I am rejecting this response because:

      Regardless of when I purchased the shoes, when they were brand new and in that box in my closet. I would not expect shoes to fall apart like that after being worn once to my neighbors house for dinner. 

      My grievance here is I have many Pairs of shoes that are older than two years old that Ive worn straight out of the box that have not fallen apart on me. I paid good money for these shoes and getting a discount still puts me at being out of pocket by over $50 including shipping. I dont see why I should pay for something unless the quality and workmanship of your shoes is so poor and your company is so uncomfortable to do the right thing and provide good customer service.  

      I have never in my 47 years of Life had  shoes fall apart on me. I am shocked that you have also had me pay for sending the shoes at my expense. This is not service Id expect. 

      please offer better for this as I assure you I will be very anti Sketchers for my family and me. 

      I hope to have a better response and I do thank you as I know Im being a pain but this is about principle over anything else. 

      Sincerely,

      **** *******

    • Initial Complaint

      Date:04/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The comapny refuses to issue a repair to my shoes I bought last summer. I tried to contact them (case number ********) and their terms to get the shoes inspected arent acceptable for me because I have to give up ownership of my shoes without them being returned to me, in case the claim is being denied. This is unreasonable, that the shoes arent returned if deemd not repairable or exchangble.

      Business Response

      Date: 04/23/2025

      Hello Mr. *************** regret to hear about your experience with our customer care team. After reviewing the correspondence with the team, we see that a 50% off discount voucher was offered and accepted in *** of an exchange. This voucher was emailed to you on April 15th. Please let us know if you have any questions.

      Thank you

      Skecher Customer Care

    Skechers U S A, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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