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 Outlet

  1900 Military Rd #12 Niagara Falls, NY 14304-1737

• 

  Skechers U S A, Inc.

  4000 Baldwin Rd Auburn Hills, MI 48326

• 

  Skechers

  2611 Alberta Ln Marietta, GA 30062-1507

• 

  Skechers

  800 Highway 400 S Ste 1050 Dawsonville, GA 30534-8030

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:03/13/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Feb 18th I purchased 2 pairs of sketches shoes at their locations in ****** **. Unfortunately at that time I was under the impression that their shoes were good for my arthritis in my knees. I'm only asking that I'm able to be refunded my money of $97.39 so that I can purchase shoes that are truly good for my health and well-being. As a single mother I truly can't afford to take this kind of loss

  Business Response

  Date: 03/16/2023

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

  Thank you for reaching out to us. You may return your Skechers shoes to any of our store locations in ******. If the items are unworn or defective within our 45 day return policy a full refund can be issued to you. If the items are lightly worn we can offer an exchange or store credit. Please note that all in-store returns are up to the discretion of the store manager on duty. If an exchange/store credit is offered we suggest working with a store associate to find the right type of style to fit your needs. Thank you for your understanding.

  Skechers Customer Care

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19589715
  
  I am rejecting this response because:

  The shoes are damaging my feet therefore getting another pair isn't an option to this problem. I would just like a refund. The shoes have been worn and this is how I found out they weren't good for my feet. 
  
  Sincerely,
  
  Charity *******

• Initial Complaint

  Date:03/11/2023

  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.

  I ordered 4 pairs of shoes online on 01/04/23 via order #********. The same shipping label and tracking was issued for all 4 pairs of shoes. When the package arrived, I only received 2 out of the 4 pairs of shoes ordered. I was missing the ************ = $46.75 and the Urban Spell Lugs = $51 .00. The company showed that all 4 pairs were delivered since they used the same shipping label even though these two pairs were missing from the order. I still have the box that was shipped which is not even big enough to hold 4 pairs of shoes. I got sick and wasnt able to handle the problem immediately but I did reach out to Skechers on 2/20/23 and they responded on 02/21/2023 by stating that since it had been over ******************************************** I cant return the shoes since I dont have them to return. I would like a refund of $97.75 + the tax I was charged or the shoes I ordered to be shipped to my address on file.

  Business Response

  Date: 03/16/2023

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

  We truly apologize that you did not receive 2 of the items you ordered. We have issued a refund for these items plus the tax you paid to your original form of payment. You should have received a confirmation email with this credit detail today, 03/16/23. 

  Thank you,

  Skechers Customer Care

• Initial Complaint

  Date:03/04/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Ordered shoes from sketchers direct. They were lost in shipment. Was informed by Fed Ex that Sketchers has to file a claim for lost shipment. Left several voicemails and emails with Sketchers direct but have yet to get a response. I would like a replacement pair shipped to me free of charge.

  Business Response

  Date: 03/08/2023

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

  We apologize for any delay in resolving the issue regarding the delivery of order #********. After opening a claim with ***** we were informed on March 6th that the package was in fact lost in transit. We issued a full refund to your original payment method on the 6th as well. That same day you should have received a confirmation email regarding the refund. If you wish to do so, please place a new order at your convenience. 

  Thank you,

  Skechers Customer Care

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19538482
  
  I am rejecting this response because:
  Although Skechers did FINALLY refund my money, I still want to know why I had to leave 10 voicemails and numerous emails with no one ever responding.  My wife finally found a phone number to a territory manager and he took care of it. Although his first question to her was how did you get my number??  Sometimes it pays off to have a wife who is a research librarian!! So I want to know why no one from Skechers Direct ever got back to me?!?!
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/03/2023

  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.

  My Sketchers were 90 days old and worn out and color came off. I proved this to Sketchers with pictures!!! I wore the shoes a total of approx. *********************************************************** China at a cost of pennies to make. They had a clerk in an office look at all the photos of my shoes within 10 minutes of sending you the photos and responded with an excuse of normal wear and offered me a %35 off coupon for my next pair. I want a new pair sent me to me within 2 weeks or I will contact the ** stations in my area and show the defects and abnormal wear to them and hope they create a story about your products. I have 2 other pairs of your products that show no abnormal wear and they were bought around the same time. A 35% off coupon for another pair is unacceptable.Thank you *********************************

  Business Response

  Date: 03/07/2023

  Dear Mr. *********,

  Thank you for sending photos of the item as requested. After careful review, customer care determined that there were no visible defects shown. On March 2nd you agreed to a discount code offer for the inconvenience. The discount was sent to you via email, however, if you would like to you may send the item into our facility for inspection under our quality assurance program. If the item is deemed defective we will issue a replacement pair. You can find more information about this process here: ******************************************************************************

  Thank you

  Skechers Customer Care

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19532097
  
  I am rejecting this response because: it should be very clear to you folks from my several pictures that my 90 day old pair of shoes are defective.i want another pair or I will file suit in ** small claims court and bring the shoes to court and let the judge decide 

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/22/2023

  Dear Mr. *********,

  A customer care rep has sent you an email today with return instructions and a prepaid shipping label to assist you with a replacement pair.

  Thank you,

  Skechers Customer Care

• Initial Complaint

  Date:02/28/2023

  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 a pair of sketchers shoes and when I wore them it felt like a pin sticking into my foot. On removing the inner sole I found a spike sticking up. It was about half inch in length. I complained to sketchers and they insisted I sent the shoes back, at my expense, which I did. Eventually they agreed the shoes were faulty and offered me a replacement, which I am now, some two months later still waiting for. I have called them several times and although they have accepted liability the replacement shoes are not forthcoming. Today I told them I now required a refund as they were obviously not intending to replace the shoes. I was then told the case would have to be escalated to senior management. This has now been ongoing for 8 months and sketchers are seemingly dining any excuse not to simply send a replacement as they agreed to do. I would be grateful if you could look into this for me, as after eight months of calls and e-mails I am getting nowhere with them. Thank you.

  Business Response

  Date: 03/03/2023

  Hello Ms. ******,

  Skechers is so sorry for the delay in resolving this issue. As explained by one of our representatives, there was an error on our end when processing the replacement which is why you have not received it and we truly apologize for that. On February 28th we issued a gift card refund for the pair in question as we were unable to credit the original form of payment due to a time-out limitation. You should have received a confirmation email regarding the credit on that day. Thank you for your patience and understanding in this matter.

  -Skechers Customer Care

  Customer Answer

  Date: 03/12/2023

   
  Complaint: 19515156
  
  I am rejecting this response because:

  On July 19, 2022, I called Skechers to report a problem with a pair of their shoes.  There was a large metal pin sticking up from inside the shoe into my foot. Skechers asked for pictures of the tops of both shoes, the soles of both shoes, and the defective areas.  They also wanted the style number, the color and size.  In addition, they wanted the manufacturing date.  All of this information should have been readily available to Skechers, since I had bought the shoes directly from Skechers on Skechers.com.
  
  Regardless, all the requested information was emailed to Skechers on the next day, July 20, 2022.  In addition, I said in the email to look at the attached photos and you will see the pin sticking up, which I had circled with a pen.  I pointed out that I had removed the insole to see what was sticking into my foot and that the pin does not go through to the sole, so it was not something I stood on. 
  
  I then heard back from Skechers, and I was told that they did not see a visible defect and that the damage could be due to excessive wear, and offered me a 35% discount on a new pair of shoes.  I replied that they had obviously not read my email nor, it appears had they looked at the pictures, to which they replied that I would need to ship the shoes back to them at my own expense.  I then sent them back to Skechers at my own expense of $14.55.  
  
  After not hearing back from Skechers for weeks, I called Skechers.  They admitted that the shoes were in fact defective, and they agreed to replace them with another color since the original color was no longer available. Now, more weeks went by, and the shoes never arrived.  So, I called again and again, and they admitted the shoes had not been sent.  At that point, I said that I was tired of waiting and wanted my money back.  The person on the other end of the line said that request would have to go before the full board.  
  
  At that point, I contacted the BBB and instead of getting my money back, I got a gift card from Skechers almost immediately.  However, they never compensated me for the cost of returning the shoes nor the actual cost of the shoes. 
  
  Given my original claim back in July, 2022, the amount of time I have since spent dealing with 
  Sketchers incompetence, delays and excuses, at the very least, I expect to be compensated for the cost of the shoes and the expense of mailing them back to Skechers. Moreover, if this is an example of their customer care then I will not be buying their brand ever again. 
  
  Sincerely,
  
  *************************** ******

  Business Response

  Date: 03/21/2023

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

  We completely understand your frustration with this situation and take full responsibility for the error in your shoe replacement. Unfortunately we are unable to issue a refund to the original form of payment as it is past the 120 days, we have tried numerous times with no success. However, in addition to the $85.00 eGift Card that we have already sent you we can also send out a replacement pair of the shoe via an expedited shipping service. You may choose to receive the same style in the Black/Hot Pink or Black/Multi color, OR any other style of your choice from Skechers.com up to $85.00. 

  I will submit this replacement myself as soon as you confirm this is a satisfactory resolution. Please reply with your style choice at your convenience. 

  Thank you,

  Skechers Customer Care

  Customer Answer

  Date: 04/14/2023

   
  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 would prefer the black/multi color. Please send the shoes to this address: 

  c/o *********************

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

  ******, ** 02026
  
  Sincerely,
  
  *********************** ******

• Initial Complaint

  Date:02/13/2023

  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.

  To whom it may concern: Skechers used ***** to ship my package, only the package contents were divided into two separate deliveries. Only one tracking number was given. The tracking number said that the delivery was going to be on 2/13/23 and that's what my tracking was saying as well. When I went to check on the tracking, it showed delivered on 2/12/23 at 11:47 a.m. I do have delivery instructions with ***** to leave it in an inconspicuous place, but they left it where it's vulnerable to being stolen, and that's exactly what happened. While ***** bears some responsibility for not following instructions, it was Sketchers that failed by only providing one tracking number for a package that was split without my knowledge. I did try to speak with Sketchers on the phone but was dismissed by the agent I spoke to. This happened one time before, and that agent sent me a replacement, and filed a report with ***** to get reimbursed on their end. I only buy Sketchers shoes, and I would think being loyal, I'd be treated with some kindness. I needed those shoes because I am sick and waiting on heart surgery. I need comfortable shoes and they are the ones I depend on. I was let down and it's upsetting. I expected better.

  Business Response

  Date: 02/13/2023

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

  We apologize if you have not yet received one of your packages. Per the ***** tracking detail one package was delivered earlier than the expected date, on Sunday 2/12. ******** care has advised that we cannot open a lost package claim until 72 hours after that delivery date. Please give us a call back on Tuesday 2/14, end of day, if you still have not received this package and we will file a claim and ship a replacement. Thank you for your patience. 

  Skechers ******** Care

• Initial Complaint

  Date:02/09/2023

  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 these shoes and tried them on only. I sent them back but I still cant get a refund. *** contacted them but they told me they have to investigate. They were purchased 1/3/2023 and returned 1/23/2023. Ive attached a copy of the shipping label, only email response from them and a copy of my invoice. I used reward points as well and havent been refunded them either.

  Business Response

  Date: 02/10/2023

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

  We truly apologize for the delay in issuing your refund and placing your points back into your Skechers Plus account. We have issued the refund to your original form of payment today, please allow 2-5 business days to see the credit reflect on your account. Your loyalty points have also been placed back into your account on Skechers.com. You should receive a refund confirmation email today.

   

  Thank you

  -Skechers Customer Care

  Customer Answer

  Date: 02/10/2023

   
  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:01/31/2023

  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 Jan 18, 2023, 11:43 AM (13 days ago) I emailed Skechers in reference to my shoes purchased online directly from them in August of 2022 order ********. The shoes tore so I wanted them replaced under warranty, customer service was quick to respond and they were professional and kind, however requesting me to pay to return the shoes vs bringing them to a local store for inspection would cost half the price of the shoes with insurance. I emailed back and forth, each response was from different people asking me to pay to return them and go without shoes for 5 weeks or more which would mean I would need to buy a new pair in the mean time until my replacements are sent. I am not rich and I am disabled after 30 plus surgeries so asking me to spend more out of pocket does not work for me. At this point I am done with buying Skechers unless they figure out a way to fix this problem and treat me like a loyal customer vs a buyer to keep their business going who they could care less about.

  Business Response

  Date: 02/01/2023

  Hello ********************,
  
  We regret to hear about your experience with your Skechers shoes and our customer care team. We have reached out directly via email to assist you with a free return and replacement pair. Please reply back to our email and we will have this resolved for you as soon as possible. Thank you for your patience and understanding.
  
  -Skechers *************

• Initial Complaint

  Date:01/22/2023

  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 made an online order with ORDER NUMBER: ******** and I returned two shoes in store. From the return receipt, the two shoes are $27.74 and $29.65, which total is $57.39. With the tax rate where the original tax rate charged me is ******%. It supposed to have $57.39 x ******% = $5.14 tax to be returned. But it only return $0.51 sale tax. It is not a big amount of money but it is ILLEGAL to keep the sale tax when returning merchandise.

  Business Response

  Date: 01/24/2023

  Dear ********,
  
  We are so sorry to hear that you did not receive the correct refund amount for your in-store return. We are happy to assist you with this and have sent you an email requesting the return receipt so we can issue the additional refund. We look forward to your reply.
  
  Thank you,
  Skechers *************

• Initial Complaint

  Date:01/13/2023

  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 contacted Skechers last year regarding returning a pair of shoes that caused blisters(Case #********). Rep ******** replied asking me to provide some information and take some pictures of the shoes. After submitting all the required docs, on 12/26 rep ***** told me that the original style is no longer available, I can select a comparable replacement style from their website. I replied on 12/27 saying it's hard for me to choose shoes online without trying them on. I asked them if it's possible to make the refund to a gift card that I can use to shop in the store. After that they stopped replying to my email. On 12/29 I sent an email asking for an update. Someone (name unknown) replied saying I need to take the shoes back to the store and talk to the store manager for exchange/refund. I was confused after reading the reply. I emailed back asking if the solution is to take the shoes back to the store, then why I had to submit all the documents on 12/26 and was told to choose a replacement from their website? Later that day, rep **** replied saying they sent me the wrong information and they can email me a prepaid return label. I used their return label and sent the shoes back. The package was delivered on 1/4. On 1/6, I sent a follow-up email asking them to give me an update on the refund status. Talyse replied saying the inspection department needs 5 business days to inspect defective item. On 1/13 I sent another email asking for an update. This time********* replied saying I need to wait for 5 business days and due to the holiday there is a delay. Then I replied asking them it's been 5+ business days so how long the delay will be. Finally******** replied telling me 1) They are unable to issue a refund/gift card, 2) My style is not available, I can choose a replacement style from their online store ( the same template that ***** used on 12/26). It's been 3 weeks and I am really tired of their terrible customer service. I would like a FULL CASH REFUND.
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/17) */
  Dear********,
  
  We truly apologize for how this issue was handled with our customer care team. We attempted to issue a refund for the item in question to the original form of payment, however, we received a failed transaction error on the card and are unable to. As an alternative resolution we can offer a SKechers e-Gift Card that can be used online at **************** or at any of our store locations in the US.
  
  Thank you,
  Skechers Customer Care
  
  
  Consumer Response /* (2000, 7, 2023/01/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for responding. Please email me the e-gift card. Thank you.