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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:07/14/2023

      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 visited your store in ******** ** today. I bought 2 pair of shoes. I left the store then I realized I bought the wrong size. I went back and exchanged the size. Then I was asked to pay the difference because I used a reward. I told the lady it was an even exchange. She said she couldnt do it. Her name was *** and she was extremely rude. I said can you just do a price adjustment and she quickly told me what do you think I have been trying to do. I told her it was ridiculous that I have already spent over $100 in the store now I have to pay more. She said if I wasnt happy I could just return both pairs. WOW!!! This makes me NEVER WANT TO SHOP HER AGAIN! I have spent a lot of money in that store before but highly doubt I will again from the attitude I received and how I had to pay more money on a EVEN EXCHANGE! Like WTH??? They owe me my money back plus!

      Business Response

      Date: 08/01/2023

      Dear Ms. ******,

      We are so sorry to hear that this happened at one of our stores. It appears that your complaint was forwarded to the stores district manager to take care of the request. We have reached out to you directly via email, case #********, to make sure this has been resolved. If it has not, we will be happy to assist you.

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 08/01/2023

       
      Complaint: 20319809

      I am rejecting this response because: No one has contacted me. This happened on 7/13/23 and still no call. Still VERY UNHAPPY 

      Sincerely,

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

      Business Response

      Date: 08/18/2023

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

      The credit adjustment was made to your payment method on 8/15. We have also reached out again to the district manager to call you as soon as possible.

      Thank you for your patience. 

      -Skechers Customer Care

      Customer Answer

      Date: 08/26/2023

       
      Complaint: 20319809

      I am rejecting this response because: I still have not heard from the manager. The way I was talked to that day and the way the store manager acted was UNACCEPTABLE! I have been promised a phone call and yet to get one. 

      Sincerely,

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

    • Initial Complaint

      Date:07/12/2023

      Type:Order 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.
      My wife and I bought a pair of shoes for my Daughter in February, they only lasted 3 months before they were pretty messed up. I contacted customer service to handle the complaint, they want me to ship them back with my money. If your product is defective, I shouldn't have to pay to handle warranty or defective products. If you send me a shipping label, I will gladly send them in, or a refund or a replacement. If you decide on a replacement it would need to be a size bigger 1.5

      Business Response

      Date: 07/12/2023

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

      We truly apologize for the issue with your shoes and poor experience with our customer care team. We have responded to your email in case #******** today, 7/12, and provided a prepaid return label. We are happy to send you a replacement pair as well. Please refer to the email for more information and respond directly to that if you have any questions.

      Thank you for your patience in this matter.

      Skechers Customer Care

    • Initial Complaint

      Date:07/05/2023

      Type:Product Issues
      Status:
      Unanswered
      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 recently bought a pair of sketchers thats are specifically slip resistant work shoes from shoe carnival in ***********, ** and they dont do what there meant to do and are actually more slippery and Im a pregnant worker and this poses a very serious issue of slipping and falling. Im looking to just get a refund on my purchase so I can find a new pair.

    • Initial Complaint

      Date:06/26/2023

      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.
      I am a long time customer. Purchased two pairs of shoes at the ************, ** skechers store about 60 days ago. One of the shoes has started making a loud squeak. I went to the store looking for an exchange on what is obviously defective merch. They said that because the shoes had been worn, they would not exchange. The cash registrar, meanwhile has a sign that says returns within 90 days. So how does that work? We cant wear the shoes we paid fir to see if they are defective? The only way to find out if the shoe is defective is to wear it. Not satisfied, this morning I called the corporate office. They told me to put talc in the shoe and that would stop the squeak because the squeak means there is moisture. So what . . . we cant wear skechers on rainly days? They also told me i could return the shoe to them, at my expense, and they would investigate. If they found shoe to be defective, they would replace. I am waiting for Skechers to respond to this complaint with a replacement. I will take action on my blogging sites with this story as a buyer beware. I dont want my money back, i want a pair of shoes i can wear that dont announce my arrival with every step I take.

      Business Response

      Date: 06/27/2023

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

      We are so sorry to hear about any inconvenience with returning your shoes. A customer care rep will respond to your email and assist you with a return and exchange for this style. Please expect to be contacted by end of day today and we will be happy to assist you through this process.

      Thank you,

      Skechers Customer Care

    • Initial Complaint

      Date:06/07/2023

      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 had bought three pairs of SKECHERS online in the last month and 1/2. Not to mention years of purchasing them in stores. The third pair that I received ordered online, UNO 2 in pink and orange, arrived, looking like they had been worn and also a round discoloration on the suede part of the tip of the right toe. CUSTOMER SERVICE, ** or should I say lack of, its probably one of the worst Ive encountered in any business. The last person I spoke with via chat, her name was *****, was absolutely one of the rudest people Ive ever spoken to in my life. My issue is that I was sent a pair of worn defective sneakers and a replacement pair should have been sent out immediately. I even sent them a copy of the return label sent from **** . On one email, ****** stated she would get the return sneakers sent immediately. Then, for some reason a few other reps that work for Skechers commented that a replacement pair will not be sent until the worn used sneakers they sent me had been received by their company. I have worn SKECHERS for many years. Its obvious that loyal customers dont matter to this company when they employ people like *****. Unfortunately, she was not the exception. From emails to chats most reps were extremely unhelpful and confrontational. They acted like I was asking for something free, but all I wanted was the sneakers that I paid for! And not a pair that had obviously been worn previously. I dont think I was being unreasonable to ask for an unused and non defective sneakers to be sent to me since they were paid for in full and NOT have to wait for a new pair to be resent. It appears that a refund has been issued but its still not credited to my card. This whole process has been almost 1 month. The day I received the defective sneakers I immediately contacted SKECHERS. All I wanted was what I paid for., not the unhelpful and rude runaround I got.

      Business Response

      Date: 06/09/2023

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

      We truly apologize for the inconvenience you experienced with your order and our customer care team. We take your feedback very seriously and have escalated your concerns to the appropriate team. We will submit a replacement pair for the shoes you ordered, please allow 5-7 business days to receive them. We will also email a new tracking number once it's updated in our system. Thank you so much for your patience and understanding in this matter and we hope you enjoy the shoes.

      Skechers Customer Care

      Customer Answer

      Date: 06/14/2023

       
      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. I appreciate the very quick response to my complaint. I very rarely contact companies to submit complaint, but the customer service representatives I spoke to made this a necessary issue. I have purchased SKECHERS for at least 15 years and never had any issues with their product. Thank you for a prompt resolution. None of this wouldve been necessary if the appropriate handling of this issue would have been solved on my first contact.

      Sincerely,

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

    • Initial Complaint

      Date:05/23/2023

      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.
      I bought a pair of Skechers shoes for work. They started to fall apart within weeks. They had me jumping through hoops for weeks and finally told me to send in the defective shoes for replacement. The shoes they sent me were also defective and they refused to rectify the situation. So as it stands ds now I'm out the cost of these useless shoes. I would like to have my money refunded

      Business Response

      Date: 06/01/2023

      Dear Mr. ********,

      We do apologize that you are not satisfied with the replacement pair of shoes that were sent to you. According to the phone and email correspondence with our customer care team, you stated the shoes are not comfortable. Since the original pair was not purchased directly through Skechers we are unable to assist with a refund. However, you may take the shoes to any Skechers store location for an exchange.

      Thank you for your understanding.

      Skechers Customer Care

      Customer Answer

      Date: 06/04/2023

       
      Complaint: 20097061

      I am rejecting this response because:
      all I want is to be made whole. there are no Skechers stores in my vicinity and I shouldn't have to travel for you to take responsibility for your substandard product. You need to do the right thing. I will gladly send them back to get my refund because these shoes are useless.
      Sincerely,

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

      Business Response

      Date: 06/30/2023

      Dear Mr. ********,

      We understand your concerns but since the original purchase was through a 3rd party retailer we are unable to refund the sale. However, we can offer a 35% discount voucher towards an order on Skechers.com to try a different style if you'd like.

      Thank you,

      Skechers Customer Care

    • Initial Complaint

      Date:05/10/2023

      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.
      Have emailed them about my order numberous times, has been a month now since my order was marked delivered theres no chat option on the website and the email? No point no one responds. I want my money back! My order was total 211 order number ********

      Business Response

      Date: 05/16/2023

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

      We are truly sorry for the inconvenience with your order delivery and appreciate your patience in this process. On May 11th a full refund was issued to your original form of payment and you should have received a refund confirmation email that same day. 

      Again, we apologize that this happened and for our delay in getting it rectified.

      -Skechers Customer Care

      Customer Answer

      Date: 05/16/2023

       
      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:05/03/2023

      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.
      I purchased a pair of Skechers through Skechers.com as a gift for my wife. I am a member. The elastic tab has broken on her left shoe. I contacted Skechers and sent in pics as was directed. I was asked to send in the pair for inspection. It is unfair that I incur a return shipping charge...and it is possible I may not be sent a replacement if deemed normal wear and tear.I am wanting a prepaid return shipping label.

      Business Response

      Date: 05/17/2023

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

      We truly apologize for the inconvenience with returning your Skechers.com purchase and we're so sorry to hear about your poor experience. A customer care agent has sent you a prepaid return label today via email. Please follow the instructions in that email to return the shoe.

      Thank you,

      Skechers Customer Care

    • Initial Complaint

      Date:05/03/2023

      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.
      PURCHASED THIS SHOE 2 WEEKS AGO THE MORE I WALK IN THEM I CAN NOT KEEP MY BALANCE THEY FLEX ULTRA FOR M TO GET SOFTER AS I USE THEM THIS IS THE SECOND PAIR I HAVE AN CAN NOT ADJUST TO FIRST PAIR WAS FLEX FIT WITH MEMORY FOPAM FOR 85 NEXT ONE WAS GLOWWALK FLEX 75 THATS 1S 50 *********************** ********** I CAN NOT USE I WOULD LIKE SOME HELP ON THIS ASA CAN NOTB USE THEM THANKE J ******

      Business Response

      Date: 05/17/2023

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

      Thank you for reaching out. We do not see any correspondence with our customer care team so we have reached out to you directly via email today. 5/17. Please respond to that email at your convenience and we'll be happy to assist you with this inquiry.

      Skechers Customer Care

    • Initial Complaint

      Date:04/27/2023

      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.
      Skechers overcharged me sales tax and is refusing to refund me the overcharged sales tax. My address is in non-RTA, unincorporated, King ******* A simple sales tax rate lookup from the ********** ********** of ******* website shows my sales tax rate of 8.7%, Skechers charged me ****% and refuses to refund the difference with is illegal.

      Business Response

      Date: 04/28/2023

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

      On April 27th, we issued a refund of $11.13 to your Paypal account for the overcharge of sales tax. You should have received an automatic email from Skechers regarding this credit as well as from Paypal. We apologize for any inconvenience caused and appreciate your patience.

      Skechers Customer Care

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

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