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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

    • 190 total complaints in the last 3 years.
    • 49 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:10/06/2023

      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 purchased a pair of sketchers tennis shoes on January 13, 2023. Within eight months, the leather started peeling off the toes of the shoes. I follow all of Skechers policies for returning the shoes. I sent pictures and paid $15 to return the shoes. This shoes cost hundred dollars. They received my shoes, inspected them, and refused to send me a new pair. They have a two year return policy and will not honor their policy. All I wanted was a replacement pair of shoes, and they refused.

      Business Response

      Date: 10/11/2023

      Dear ****************,

      Thank you for reaching out. It looks like a replacement order has been submitted for you on 10/09. Please allow 2-3 business days to receive your tracking number. Thank you for your patience and understanding in this matter.

      Skechers Customer Care

    • Initial Complaint

      Date:10/05/2023

      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.
      On 5/7/2023, I purchased a pair of Skechers Men's Relaxed Fit Oak Canyon wide with sneakers. I received on 5/9/2023. I wiped them down with a damp cloth, and 1 of the sneakers became discolored. I contacted Skechers by e-mail, explained the situation, and requested a refund or exchange. I received an email back with instructions on how to care for Skechers shoes, but no mention of an exchange or refund. I would like a refund or exchange.

      Business Response

      Date: 10/06/2023

      Dear ****************,

      Thank you for reaching out!

      If you purchased the shoes from Skechers.com or from a Skechers store you can return them within 45 days (90 days for Skechers Plus members) with your receipt to any store location in the US. If the purchase is now past this timeframe for return you can check out our quality assurance program where we offer replacements if eligible. Please find more information here: **********************************************************************************************************************************************************

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 10/10/2023

       
      Complaint: 20702124

      I am rejecting this response because:
      I bought the product through Walmart.com and why would they not stand behind their product they sell through Walmart.com.
      Sincerely,

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

      Business Response

      Date: 11/01/2023

      Dear ****************,

      Customer care has reached back out to you via email to assist with our quality assurance process. Please reply to that email if you'd like to move forward with returning your shoes to our quality team for inspection.

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 11/02/2023

       
      Complaint: 20702124

      I am rejecting this response because:  I have sent the requested photos through their email.  I reject their response, because we don't know the decision on the shoes.

      Sincerely,

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

      Business Response

      Date: 11/14/2023

      Dear ****************,

      According to our email communication, customer care had offered a discount code for the shoes and you accepted on November 12th. The discount was sent to you via email on Monday 11/13. 

      Thank you for your patience in this matter.

      Skechers Customer Care

    • Initial Complaint

      Date:10/02/2023

      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.
      Purchased a pair of slips ins on 6/14/23 the day after my hip replacement. Walked in the house with them for 2 days and realized they were too big. Next day went to store with receipt to exchange for smaller size. They wouldnt accept saying theyve been walked on. Contacted **************** by phone. They said they would get back to me. They were asking for pictures and receipt of sneakers. I emailed them. Back and forth for 3 months. They said said they will see what they can do. They dont get back to me ever. Im always contacting them for updates. They said the process will take a very long time. Then they said they will send me a postpaid bag to return item. That hasnt happened either. After always emailing them because they dont reach out to me they said you will get response in two weeks. No response. Then I emailed again and the said they will forward to a DM to give them 5 to 7 days. Nothing. So now Im left with brand new sneakers with no replacement, no money back and theyre too big. I have the receipt of $81. Sneakers still in the box. I have emailed with customer service care by the name of ****, *********************. **************** ************. I email them at ******************************* this is a skechers #******** not sure what this is though. Anything you can do to help me would be deeply appreciated. At this point I dont even want a replacement would love my money back. Thank you for your assistance.

      Business Response

      Date: 10/11/2023

      Dear Ms. 

      We are so sorry this has not been resolved for you yet and truly apologize for our delay and lack of communication on our end. We are happy to send you the correct size as soon as possible. A customer care agent has sent you an email today to confirm some information so we can go ahead and ship out your Skechers, case #********.

      Thank you for your patience and understanding in this matter.

      Skechers Customer Care

      Customer Answer

      Date: 10/11/2023

       
      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:10/02/2023

      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 have tried over and over again to be removed from receiving promotional emails from them to no avail. I have been on hold with their customer service for over 30 minutes trying to resolve this to no avail.

      Business Response

      Date: 10/04/2023

      Dear ********************,

      We truly apologize for any delay in getting your request handled. We have successfully unsubscribed your email address from our marketing list. Please allow up to 10 days before you stop receiving emails from us.

      Thank you for your patience. 

      Skechers Customer Care

    • Initial Complaint

      Date:09/29/2023

      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.
      Sketchers Warehouse located in *******, ** is employing deceptive trade practices to push merchandise onto unsuspecting consumers. The associates advertise their Sketchers Plus membership which offers points and other miscellaneous benefits at the point of sales; however they emphasize the "90 days return/exchange policy" without detailing the extensively long list of exceptions. The sign at the point of sales counter only displays the 90 days return/exchange; only upon an attempt to return an item 4 days later did the store manager (whom refused to identify themselves as no employee wore badges) pull a significantly smaller sign from a hidden location that detailed basically that their store has a NO RETURN policy. This business location is intentionally down playing the restrictions to their return/exchange policy with poor signage and omitting such details when pushing their Skecher Plus memberships.

      Business Response

      Date: 10/06/2023

      Dear Mr. Levels,

      Thank you for bringing this situation to our attention. We truly apologize for your experience in our *******, ** store. All of our stores in the ** have the same return policy of 45 days from the purchase date or 90 days for Skechers Plus members.

      I see in your account that you made the purchase of 2 pairs with our BOGO 50% off deal on 9/24 and returned one of those pairs on 9/28. If you return one pair from the buy one, get one 50% off deal, the promotion becomes void, and you would pay full price for the pair that you kept. Please let us know if there is anything else we can assist you with.

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 10/06/2023

       
      Complaint: 20672434

      I am rejecting this response because: this response doesnt address my complaint at all. This response speaks to an issue of pricing which is NOT the issue regarding my complaint. My complaint is in regards to the store refusing to accept defective product despite me attempting to return them within the 90 days return period.  Yes, I was able to return ONE of the two products I purchased but they did not accept  BOTH without a valid basis.  As of this moment there is NO acceptable resolution and this matter is still ongoing as Skechers is selling defective merchandise and refusing to honor their own return policy through deceptive practices in advertising. I would hope this would be resolved with the reasonable act of refund/merch return but Skechers complete dismissal of the matter has warranted a reporting to the Federal Trade Commission 

      Sincerely,

      Collors Levels

      Business Response

      Date: 10/11/2023

      Dear Mr. Levels,

      I was unaware that you were claiming the item was defective. Any items being returned that *** be defective are up to the store managers discretion for a refund. However, we typically assist with items that *** be defective through our quality assurance program. A member of our team will contact you via email with the information to start this process. Thank you for your understanding and patience in this matter.

      Skechers Customer Care

      Customer Answer

      Date: 10/15/2023

       
      Complaint: 20672434

      Although a customer service has reached out to me via email to further investigate my claim I am rejecting this response because they still leave the decision of a refund at the discretion of the store manager whom has already proven to be belligerent and difficult to work with; therefore this issue is still unresolved. There is no satisfactory resolution.  

      Sincerely,

      Collors Levels

    • Initial Complaint

      Date:08/15/2023

      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 purchased a pair of skechers slip ins because I cannot put on shoes because of age. I washed the shoes using the recommended method called for by skechers Now I cant put my foot in the right shoe without using a shoe horn. Kind of defeats the purpose of buying slip ins. In addition when driving its impossible to move my leg without help since the rubber sole has no give ..

      Business Response

      Date: 08/18/2023

      Dear ****************,

      On April 4th, we received a live chat from you regarding this issue. A customer care rep sent you an email requesting more information so we could assist you with a defective claim. However, you declined and mentioned that you would return them to the original place of purchase. If you would like us to assist you with a return through our quality assurance program, please reply to that email with the requested information, case #********, and we will send you a prepaid return label.

      Thank you,

      Skechers Customer Care

    • Initial Complaint

      Date:08/10/2023

      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 reached out to the company to make it right and all they did was offer me a 35% coupon not acceptable. The shoes were rarely worn, because they hurt my back if I walked in them for any length of time. In speaking with the company I found out they had a class action lawsuit regarding these shoes. All I asked was they replace them with a shoe comparable to what I purchased years ago. You can see in the photos they were not worn much. They also never made the lawsuit public so I could have done something about it at the time. I also had a knee replacement so given before my knee replacement they hurt my back I wasn't sure how I would do with them with a new knee. Turns out that for the short period of time, I wore them they did fine except for completely disintegrating. LOOK AT THE PHOTOS. If you look at the photos you will see what great shape they were kept in and how little they were worn.

      Business Response

      Date: 08/11/2023

      Dear ********************,

      As discussed with our customer care team, because the shoes in question are not eligible for replacement under our quality assurance policy, we provided a 50% off voucher as an alternative resolution. However, after further escalation of this complaint, we are able to provide a replacement pair as well. We have sent an email requesting the style you would like and will ship it out to you once it is confirmed.

      Thank you,

      Skechers Customer Care

    • Initial Complaint

      Date:08/02/2023

      Type:Delivery 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.
      On 4/06/2023 I placed an order for Skechers boots (order #********) and received them approximately 7 days later. Today I wore the boots for the 4th time and the shoelace on the left boot snapped. I called Skechers customer service *************) and the representative that answered (who did not state her name) told me in order to make a defective claim, I would have to take pictures of the lace, which I have no problem with. Then I would have to send the boots back (at my expense) in order to process a defective claim, which might or might not be approved. That is totally absurd, to have to send both boots back because one defective shoelace snapped!I have been buying Skechers shoes for many years. After this experience, that will change.

      Business Response

      Date: 08/07/2023

      Hello ****************,

      We truly apologize for the inconvenience you've had with your Skechers shoes and our customer care team. One of our agents has sent out a new pair of black laces for you on 8/02. You should have received an email confirmation as well. Please let us know if you need any further assistance. 

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 08/10/2023

       
      Complaint: 20412214

      I am rejecting this response because:

      I have not received the shoelace nor have I received any indication they were sent (tracking number).


      Sincerely,

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

      Business Response

      Date: 08/18/2023

      Dear ****************,

      We truly apologize that you have not yet received your replacement laces. We sent you an email today regarding this and hope to get you the laces as soon as possible.

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 08/26/2023

       
      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:07/25/2023

      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.
      Please see attached complaint narratives

      Business Response

      Date: 08/01/2023

      Dear Mr. **********,

      We're so sorry that you have experienced this issue with your Skechers shoes. Our customer care team emailed a prepaid return label to you on July 18th. Since this order is passed the return policy timeframe, we would need to receive your shoes back for inspection first and then we will continue to assist you from there.

      Thank you for your patience and understanding.

      Skechers Customer Care

      Customer Answer

      Date: 08/01/2023

       
      Complaint: 20343582

      I am rejecting this response because: **************** did not mention or provide me a box to send the shoes back, regarding email correspondence on July 18th NOR in this complaint response. 

      I listed remedies for a  resolution in my email and with this formal BBB complaint. Once again Sketchers responds to this complaint, as in prior emails, with the same information theyve already sent, repetitive. Just more delays and poor customer service. This is truly ridiculous. 

      Again, I should not have to pay Anything (including a box) to return the defective, broken, ripped, worn out  shoes for which the photos clearly showthat are only close to 4 months old and only worn a few times a week.

      Then, to wait 3 weeks to determine if defective?? I should not have to wait, it should be a easy refund and or exchange. The photos are clear, they are defective, worn out already and have caused problems with my ankles. 

      Once again, I have already listed solutions for remedy. 

      Sincerely,

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

      Business Response

      Date: 08/18/2023

      Dear Mr. Vandeborne,

      We do not provide shipping materials for returns, although, we have provided a prepaid shipping label to return the pair. Since the order is outside of the 90 day return policy and you are claiming it is defective, per our quality assurance policy, we typically inspect the item and if deemed defective can ship out a replacement pair or provide a Skechers Gift Card. 

      Thank you for your understanding and patience in this matter.

      Skechers Customer Care

    • Initial Complaint

      Date:07/22/2023

      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 purchased 2 pairs of sketchers at the ********************* store in ************ June 16 2023. I have had them a month when I tried to exchange them because they are falling apart. ****** , a manager there , rudely informed me they won't refund or exchange them and to go to the website. I tried calling customer service but all I got was a looped answering machine.

      Business Response

      Date: 08/01/2023

      Dear **************,

      We are happy to assist you if you have a quality concern with your Skechers shoes. We see that you emailed us regarding a replacement pair and we did respond, asking for more information. We have sent another email today, case #********, requesting information about your purchase so we can get started with a quality claim.

      Thank you,

      Skechers Customer Care

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

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