Complaints

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

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

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• 

  Skechers U S A, Inc.

  225 S Sepulveda Blvd Manhattan Beach, CA 90266

• 

  Skechers USA

  2169 Broadway, NY 10024

• 

  Skechers USA

  10300 Southside Blvd #1090A Jacksonville, FL 32256

• 

  Skechers Factory Outlet

  10676 Emerald Coast Parkway Destin, FL 32550

• 

  Skechers Usa

  214 N Garden Bloomington, MN 55425-5518

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.

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 the Skechers ******************** in late September of 2022 on the Skechers website. In April of 2023, I experienced an issue with the heel area of the shoe (an object was poking my heel from inside the shoe, causing a blister on my right heel); the left shoe was fine and there was no blister. I immediately sent pictures to customer service and was told to mail the shoes in for inspection. It is hard to see the issue with the pictures as you have to feel the back of the right shoe in the heel area. On 4/20, I receive an email message saying they do not see a visible defect as the damage could be due to wear and tear. What is interesting to me is in the email they say it could be due to wear and tear, but in order to understand the issue, they needed to feel the back of the shoe (in the heal area) and they should have been able to feel the object poking from within the shoe. I was very disappointed as they only offered me a 35% discount on another pair of shoes. These shoes were expensive and should have lasted longer. I've bought other brands of shoes which were cheaper and lasted a lot longer and have never experienced an issue like this, especially causing a blister as a result. As a loyal customer of ********************** for years this is the first time I am experiencing an issue. I used to love the brand as the shoes were always comfortable, lasted a long time, and have never received a sore from wearing the shoes until now. With this experience I am disappointed and think the brand quality has decreased making me not trust the brand and being skeptical in purchasing from Skechers again.

  Business Response

  Date: 05/03/2023

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

  We apologize for any inconvenience with your Skechers shoes. On April 25th we submitted a replacement pair to be shipped out to you, which was then delivered to your address on Tuesday May 2nd. Please let us know if you have any questions or concerns and we appreciate your patience in this matter.

  Thank you,

  Skechers Customer Care

  Customer Answer

  Date: 05/03/2023

   
  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:04/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 an order of Skechers online. Wore shoes. Too tight. Called customer service and was told I could return the shoes for a refund. I wasnt told the refund would be in a form of an e-card. Had a known that I wouldnt have returned them. I dont want to buy shoes from Skechers. I would refund in cash. $90

  Business Response

  Date: 04/25/2023

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

  Our Return Policy is located on our website ************ with a link on the footer of our website as well as in the shopping cart before checking out. The policy states the following; "If the product is returned outside of the return period or the item is worn, damaged, or not in its original packaging, Skechers will be unable to honor a refund for the merchandise." With that said, because your returned shoes were worn, we issued an eGift Card credit instead of a refund. We do apologize for any inconvenience caused and appreciate your understanding.

  Thank you,

  Skechers Customer Care

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19936742
  
  I am rejecting this response because:
  When I called skeechers and asked if I could return the shoes for a refund I was told yes. The return policy wasnt explained to me. If it was I wouldve not returned the shoes. I dont want to purchase shoes from skeechers.
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/16/2023

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

  According to our records our agent did not confirm a refund to your original payment method. Our return policy is clearly stated on our website that the item should not be worn when returned. 

  We offer a variety of other products at Skechers including apparel and accessories that the eGift Card can be used towards. We apologize for any inconvenience and appreciate your understanding.

  Thank you,

  Skechers Customer Care

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 19936742
  
  I am rejecting this response because: I want proof that your agent said I would be receiving an e-card. If that were the case I wouldnt have returned the shoes 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Transaction was on April 11, 2023 amount was four $94.33. I was looking at the options of payment, and next thing I know they put my order through PayPal.. I did not authorize this payment they didnt even give me a chance to decide on what payment I wanted to do. And when it says review order, that means you check the order out before you hit send order. They have it that they put it through even before you do any of that they did refund my money but they need to change that when anybodys looking they have to where they have to hit send payment before they put it through. The woman I called was very rude. This is not my fault because when it says review your order that means youre checking to make sure everythings all right from address and payment, they just send it through without letting people check anything about the order if the address is right or how theyre making the payment or anything very unprofessional, very dissatisfied with customer service to very rude

  Business Response

  Date: 04/11/2023

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

  We truly apologize for the inconvenience on our website and with customer care. We have sent you an email today confirming that this issue is being looked into and we have provided a discount as a small courtesy as well.

  Thank you for your patience and understanding in this matter.

  Skechers Customer Care

   

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Bought Skechers 6/29/22 on Amazon. Both shoes sole flopping, separated from shoes . Not lasting 10 months. Sent Skechers pictures, Skechers customer service said not a warranty issue as I admitted to wearing shoes nearly every day for 10 months.Want a good pair of shoes.

  Business Response

  Date: 04/11/2023

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

  You may send your shoe into our quality assurance team for inspection. ******** care will send you a prepaid return shipping label today via email. 

  Thank you,

  Skechers ******** Care

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 3/26/2023, I purchased a pair of water proof shoes from Sketcher store at ************** Metro Mall in ********* **. The shoes start to leak in water two days later. I tried to return the shoe the following week at different Sketcher location at ************ in *********** **, on 4/1/2023. The ****** named **** told me that their policy can not let him return the shoes for me. He said he can not return the shoes because I wear it already. I asked to talk to the store manager. I was told the manager is not available and I had to come back. But he and another ****** girl were not sure when could I talk to the manager. I was given a telephone number to call. I called right away at the spot. I could only leave message. I left a message. No one called me back. The water proof sign was printed on the shoes. Their website said 100% satisfaction guarantee. It also said the retail store purchase could be returned to any other retail store. The following is the digital receipt:************** METRO MALL ********************************************************** ************** Sale Transaction Transaction: ****** Date: 3/26/2023 4:20:44 PM Store # ** Cashier ****** Register 2 Salesperson ****** Your ************************ FAST T-BLAC ************ 237304BKGY-10 SKX+ New Member 10% Off ****% Off($9.00)New Price: $80.99 Coupon ************* 1 @ $89.99 $80.99 T

  Business Response

  Date: 04/11/2023

  Dear ********,

  We truly apologize for any inconvenience in returning your shoes. We have reached out to you via email for more information on the shoes and to assist you with a return through our quality assurance program. After further assessment there are a few resolutions we can offer if deemed defective.

  We will continue communications with the customer via email. 

  Thank you,

  Skechers Customer Care

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed order number ******** on Sketchers website on March 10th. - My order went through right after selecting Paypal as a payment method. I was not offered a review. or confirmation page. - Right after it went through, I found a mistake in the address. I tried editing the address / cancelling the order. The website doesn't offer either options. - I called customer service at 8:20 am on 3/11th. I was told the order is about to ship and they can't cancel, but they will attempt to fix the address. - Since then, my orderstatus has not changed, so I have called, chatted and emailed customer service several times. Each time I get the same reply that they will attempt to fix it. - My order has not shipped nor cancelled. - Sketchers customer service didn't give me honest replies and was not able to solve my problem. - I want my money refunded, and I hope the website be held to higher standards. Customers have the right to review and edit their orders. Attached is a copy of our email thread.

  Business Response

  Date: 03/24/2023

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

  We truly apologize for the delay in shipping out your Skechers.com order #********. We have issued a full refund to your PayPal account today and you should receive a confirmation email from both PayPal and Skechers regarding this credit. We appreciate your patience in this matter. 
  

  Thank you,

  Skechers Customer Care

  Customer Answer

  Date: 03/24/2023

   
  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:03/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 returned a pair of shoes that I had purchased on Skechers website. They received the return on March 15, 2023. I contacted their customer service regarding my refund. They would only issue me a gift card because my debit card that I purchased the shoes with had changed due to fraud. I had a new debit card with the same bank just different numbers so Skechers said they would only be able to issue me a gift card. I cannot get my money refund only use the gift card to purchase another pair if shoes. This is wrong as I do not intend to buy another pair of Skechers ever again. Very poor customer service.

  Business Response

  Date: 03/23/2023

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

  We are so sorry for the inconvenience with your return and refund. We have requested a check refund in lieu of the eGift Card that was initially provided. Please allow 2-4 weeks for processing and shipping to receive the check via mail. 

  Thank you,

  Skechers Customer Care

  Customer Answer

  Date: 03/23/2023

   
  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:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 navy blue sketcher slip Ons. And after the first day of getting them wet the glue started separating from the sole. After two months, the soles of both shoes were flopping in the wind. This seems very unusual since the shoes still looked new but the soles became unglued as an obvious defect with manufacturing. I would like replacement shoes size 10 1/2. Mens to satisfactorily resolve this complaint.

  Business Response

  Date: 03/21/2023

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

  We are so sorry to hear about the issue with your Skechers shoes. At Skechers we offer a quality assurance program for eligible items to be inspected and if deemed defective, replaced with a new pair. ******** care will send an email to you today to gather more information about your purchase and to assist you in returning the shoes to us. Thank you for reaching out and we appreciate your patience in this matter.

  Thank you,

  Skechers ******** Care

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 given a pair of Sketchers shoes for Christmas by my daughter item # *****/black size 8 1/2 I did not try them on as they are a summer shoe, I wear this size and have never had a problem with this size. The shoes are called relaxed fit, they are so still i need a shoe horn to get them on, they do not bend at all. I called 2 times to customer service and was advised it was over the 45 day return policy I advised that I wanted to exchange only not asking for money back. They advsd could not return them but I could try a stores that sells sketchers and they could take the return. if I lived close to a store i would have gone, they are worthless to me.

  Business Response

  Date: 03/16/2023

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

  Thank you for reaching out and we apologize for any inconvenience with your Skechers shoes. We see that on March 6th you spoke with a customer care rep and were informed that because the purchase is past our return policy we were unable to accept a return. However, you may take the shoes to any Skechers store location in the US for an exchange. We did offer a discount code towards a new pair and it was accepted and sent to the customer that same day. Thank you for your patience and understanding in this matter.

  Skechers Customer Care

• Initial Complaint

  Date:03/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 order ******** was too small so I asked Skechers to send me a return label which they did. You received it 2 weeks ago. Now I'm being told there is no refund until 'you can't it', I am your BEST customer... buy from you all the time... recommend Skechers to others. Please refund both the points I used and the final charge. Thank you, ****** and *********************** ************ ******************* Order Summary Subtotal $85.00 Order Discount - $17.00 Rewards Certificate ($10.00 Off) - $10.00 Shipping $0.00 Tax $4.79 Total $62.79

  Business Response

  Date: 03/16/2023

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

  We truly apologize for any delay with your return including your refund and points earned. We have confirmed that a full refund of $62.79 was issued to your original form of payment on March 14th. Additionally, the **** points redeemed in this order was returned back to your account on the same day. You should have received a confirmation email of this refund on 3/14/23. Please let ** know if you need any further assistance. 

  Skechers Customer Care

  Customer Answer

  Date: 03/19/2023

   
  Complaint: 19590209
  
  I appreciate that, but when I purchsed the shoes I used a coupon. Someone from skechers gave me a replacement coupon to buy the shoes in a different size. However when I entered the coupon it said: 'Your shopping cart contains a coupon that is invalid at this time.'

  All I'm really trying to do is 'exhange' the shoes for the correct size which shouldn't be that difficult. I know your policy doesn't allow for echanges - instead i have to return them and re-buy the correct size.. I think Skechers should re-think that policy. 

  Please send me a couplon code that works.

  Thank you.
  
  ***********************

  Business Response

  Date: 04/12/2023

  Hello,

  On March 23rd, customer placed a new order which we then issued an exchange for using the same discounts. Customer then returned the exchanged order and we have issued a full refund today, 4/12/23. 

  Thank you,

  Skechers Customer Care