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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:01/09/2023

      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 bought a pair of expensive skecher hiking sneakers. About a month after wearing them/ roughly 2 months after purchase, the sneaker sole started separating from the sneaker. I started contacting the company back in July of 2022 about this, and after several months of going back and forth in emails they asked me to send the sneakers back for replacement after they looked at them to see the defect. I took pictures of sneakers right before sending back and have all copies of emails from them to prove my case. Instead of replacing, they wanted to offer me a coupon for 35% off a new pair. I would like the chance to prove my case and ask for help in doing the right thing for the consumer

      Business Response

      Date: 01/10/2023

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

      We are so sorry for any inconvenience caused in this matter. A customer care rep has reached out to you directly to assist you with a replacement pair. Please reply to that email and we will get this resolved for you immediately.

      Thank you,
      -Skechers *************

      Customer Answer

      Date: 01/21/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have been going round and round with this company since July of 2022. Was told in the beginning to send pictures of sneakers to show defect in sneaker for a replacement. Months later after sending more emails to them, they finally send me an email asking me to ship defective sneakers back to get my replacement. So after I finally do this a lot more time goes by without hearing from them, and I finally get a letter in my snail mail ***** that it is normal wear and tear and sneakers fail over time and that they were not gonna warranty them. Well, yes, they sure do, but I when I stArted to contact this company, the sneakers were only 2 months old and only worn for about a month. They say they are now gonna send a replacement, but the trust in them to follow through is gone and I no longer believe they will

      Business Response

      Date: 01/27/2023

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

      We understand your concern, however, your replacement pair was shipped out and delivered to you on Monday 1/23/23 at 1:07pm. Thank you for your patience in this matter and we hope you enjoy your shoes!

      Skechers *************

    • Initial Complaint

      Date:01/06/2023

      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 recently purchased a pair of Sketchers GoWalk shoes and have had issues where the shoe sticks to the floor. One of the first times I wore them I was leaving the arena in Memphis and the shoe gripped the floor and I fell hard. Luckily I have strong bones, if not I would have broken both wrists. I bruised my knee, and both palms. I have worn the shoes again thinking maybe they need to be broken in but they continue to grip the floor. Thank goodness I have not fallen again.
      I have searched the web to see if there are other issues similar to mine and have found several instances where people have fallen due to the shoe sticking to the floor.

      Business Response

      Date: 01/27/2023

      Business Response /* (1000, 5, 2023/01/10) */
      Dear***************

      Skechers is so sorry to hear about this experience with your shoes. A customer care agent has sent an email today to gather more information so we can further assist you.

      Thank you for your patience in this matter.
      -Skechers Customer Care

    • Initial Complaint

      Date:12/09/2022

      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 bought a pair of sketchers work memory foam. On October 4 I was walking in my living room and the shoes just stopped. Felt like it gripped the floor and I fell on my shoulder. I ended up going to urgent care and was transferred to the hospital due to a dislocated shoulder. I was put under anesthesia and the shoulder was put back in place. Since then I have been in severe pain, unable to drive or pick up things. Now I am scheduled to have a shoulder replacement in January 2023. I am out of pocket for alot of copays and medical billing. I am seeking compensation. I have medical bills for proof.

      Business Response

      Date: 01/06/2023

      Business Response /* (1000, 5, 2022/12/13) */
      Dear *********,

      We truly apologize for the unfortunate experience that happened involving your Skechers purchase. We see that you reached out to customer care on 12/12/22 regarding this issue and a supervisor did respond back to you in an effort to get this resolved. Please respond back to our email with the requested information so that we may assist you as efficiently as possible.

      Thank you
      Skechers Customer Care

    • Initial Complaint

      Date:12/08/2022

      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.
      LaTina (10/20/2022, 10:39:45 AM): Hi *******, I sent an email about my issues this past Monday or Tuesday and have not received a response yet. But I bought some Sketcher hiking books in Scotland (image in email) and they caused cuts, and bruising along my upper ankles and I'm back in Seattle now, and would like to exchange them for another pair, but left my receipt in Scotland.
      ******* M (10/20/2022, 10:40:28 AM): Unfortunately we cannot issue an exchange but we can start a defect claim for a possible replacement.
      LaTina (10/20/2022, 10:41:40 AM): Is a refund possible, because I've already gone to the doctor for medical proof, and don't want to involve an attorney about how how these shoes caused me injuries.
      ******* M (10/20/2022, 10:42:19 AM): Unfortunately since they were purchased in Scotland we cannot issue a refund. If you would like a refund you would need to contact Skechers scotland.
      LaTina (10/20/2022, 10:45:28 AM): I am located in Seattle, but took a weekend trip to Scotland.
      ******* M (10/20/2022, 10:46:29 AM): Would you still like me to send the information for this defect claim via email?
      LaTina (10/20/2022, 10:49:28 AM): There is no need for a replacement, the shoes caused me injuries, another pair purchased from Scotland would most likely cause the same injuries, multiple small cuts on the outer parts of my ankles with thick, and double socks.
      LaTina (10/20/2022, 10:51:46 AM): So "start a defect claim for a possible replacement." would be the same as an American exchange/alternative of an item?
      LaTina (10/20/2022, 10:55:56 AM): Go ahead and send the email.

      Business Response

      Date: 01/10/2023

      Business Response /* (1000, 5, 2022/12/09) */
      Dear ********,

      We truly apologize for the inconvenience you've experienced with your Skechers purchase. As stated previously by one of our agents, we are unable to issue a refund for a purchase made out of the country, however, we can assist you with a replacement pair of a different style of your choice from ************* We will reach out to you directly with more details.

      Thank you for your understanding and patience.
      -SKechers Customer Care


      Consumer Response /* (3000, 7, 2022/12/15) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I do not accept Skechers attempt to gaslight the situation, and lack of effort on their part. The same day I made the initial complaint, I understood, and accepted that I could only have an exchange and filled out the form sent to me. It was after I filled it out that I hadn't heard back from the team, and checked back with with every other month with the same response of, "someone will reach out to you" and no one ever did, until I made a complain with the BBB, and no more than 8 hours later, I finally receive a response from Skechers with a notification about selecting the replacements. Next would have been legal action to hear back from the company, and after reading the numerous statements and reviews about Skechers customer service process and people just giving up and not receiving any tangible actions from the company, I was doubtful until I experienced it.

      Thankfully I've saved my transcripts from each of those conversations, and the emails sent back to Skechers the say of the initial complaint.


      Business Response /* (4000, 9, 2022/12/21) */
      Hello ********,

      We truly apologize for the delay. Unfortunately there was a gap in communication as the case was sent in to our legal team in October. Customer service does not have visibility after a case is transferred. However, in an effort to come to a resolution that may be satisfactory to you we sent out a replacement that was delivered on 12/18/22. Again, we are so very sorry for our delay in making this right. Thank you for your understanding and we hope you enjoy your new shoes.

      -Skechers Customer Care

    • Initial Complaint

      Date:12/06/2022

      Type:Customer Service 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 online &realized wrong size so I was going to switch them out @ store nearby. I'm disabled & since I'm on Metrolift I confirmed they would be open on that Mon. Nov 28 I was assured online & by phone . I got there & the front door was open so I walked slowly up the stairs and noticed a sm paper saying that they were closed. So I called Metro &they were going to come back around but it was still will take about 30min. I have issues because of meds& I needed to go to the restroom I felt the door was locked &I started to knock lightly & workers saw me but no one was allowed to help me.The manager was very rude to his employees I just said leave her alone just keep working. It made me feel very disrespected. I was angry & gave up to wait not feeling well.Then another employee was coming into work and so I stood up to ask him or whoever came to the door for permission to use the restroom quickly. But he ignored me & was very rude to his coworker saying to step in. I was outside the door but in the way & the younger employee put his hands on me trying to push me out of the wayI immediately lifted my hands and said 'I'm not touching you -you do not touch me' he did it once or twice more & finally grabbed employee behind me & yanked him in as I tumble down& scraped my arm, my leg & hurt my wrist slightly. Now the door is in between my feet and I am in the way.The manager finally decided to step in but was not apologetic & rudely told me to get out of the way,to move my legs & the door hits my leg. I made a complaint to the company they called me back right away I'm not looking for a pay off I am looking for an APOLOGY from that manager &his employee who hurt me. ***** Vargas(executive) called to ck on me & said they were going to investigate & send me a gift certificate I didn't want $ yet I still want an apologyBy Fri no changes were made online or on door. I sat w a friend in lot as I saw 5 ppl try to knock & go inSo much disrespect

      Business Response

      Date: 02/02/2023

      Business Response /* (1000, 5, 2023/01/03) */
      Dear ************,

      We are so sorry to hear about this experience at one of our stores. A customer care representative has reached out to you directly for more information in an effort to get this resolved to your satisfaction. We thank you for your patience as we look into this further and await your reply.

      -Skechers Customer Care


      Consumer Response /* (3000, 7, 2023/01/09) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      The last thing they said to me was to send me more information and when all their questions were answered they said they were going to check in and get back with me.
      So I did w more details & pics etc
      They have not got back with me about this rude & hurtful issue that could have been avoided
      Now I have friends telling me to look for a lawyer to be paid for pain & suffering so I am now looking into that


      Business Response /* (4000, 16, 2023/01/30) */
      As this is an issue that occured in one of our stores, the district manager of the store was communicating with the customer. The district manager confirmed that the situation was resolved as he spoke directly with the customer.


      Consumer Response /* (4200, 18, 2023/01/31) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      It is true that the district manager called me to speak with me and the next day... But i was not asking for money or anything BUT an APOLOGY & the district manager said that was not going to happen- he was very rude, not taking my issue seriously as if I was just being a nuisance- he made me feel like they were just going to send me a gift card and that would be good enough- I did not agree to that and I have not used the gift card for I do not wish to shop at Skechers ever again
      I am still waiting for an APOLOGY
      I told that district manager this problem was NOT resolved and
      supposedly the company was going to get details and deal it with it responsibly
      Where is their write up on this issue ? Did that employee or manager get written up or docked work days? Or was anything done??

    • Initial Complaint

      Date:12/05/2022

      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.
      3 months and they split apart. 3nd pair that has done this. Quality is trash and I should be entitled to warranty fix.

      I won't be buying **** shoes, if I wanted **** I'd buy china

      Business Response

      Date: 01/12/2023

      Business Response /* (1000, 5, 2022/12/06) */
      **. *****,

      We truly apologize for the inconvenience you've experienced with your Skechers shoes. We see that you contacted our customer care team today and that we are currently assisting you in our quality assurance program. An agent has responded back to your email today and is awaiting further details to process your claim. Once we receive the additional details we will provide a prepaid return shipping label to get started on the return. Thank you for your patience and understanding.

      Skechers Customer Care

    • Initial Complaint

      Date:12/02/2022

      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 several health issues and my feet are very swollen. I was looking for some shoes that would fit. Thus I ordered and reordered. First 2 pair in size 10. Then two pair in size 11. Only one pair of the four fit. A friend of mine and I packed up the boxes, included the filled out return paperwork and sent them back. Three weeks passed and I wondered about my refund. I called, was put on hold, then they said okay, they would send my money. I thought it was odd that they so quickly were refunding after waiting so long. I look a bank acct. refund was for one pair. I call back, go over the story several times, was told will refund. Bank acct shows one more refund not 2. During this course they keep trying to say there was a 7 and a6.5 shoe in the return. I call and they say they will return calls but I never receive one. So five weeks and five phone calls and I'm still owed around $60.00. Never have I had such a nightmare. I'm quite I'll and this is the last thing I need. Thank you.

      Business Response

      Date: 01/12/2023

      Business Response /* (1000, 5, 2022/12/05) */
      **********,

      Thank you for reaching out. Upon reviewing the details of your inquiry I do see that we issued a refund of $58.30 on 11/23/22 and another refund of $63.60 on 11/28/22 to your original method of payment. Please allow 5-7 business days from these dates for the credits to reflect on your account. Please let us know if there is anything missing and we will be happy to look into this further.

      Thank you,
      Skechers Customer Care

    • Initial Complaint

      Date:12/01/2022

      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.
      Looking too speak with a district or regional manager regarding being locked in a store where the manager disappeared for 15-20 minutes and wasn't able to leave.

      Business Response

      Date: 01/27/2023

      Business Response /* (1000, 5, 2023/01/10) */
      Dear ******************,

      We are so sorry to hear about your experience and will do everything we can to find a resolution. Customer care has reached out to you directly to confirm some information so we may direct you to the appropriate team member(s). Please reply to our email at your earliest convenience.

      Thank you for your patience.
      -Skechers Customer Care

    • Initial Complaint

      Date:11/26/2022

      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.
      Hi *****, **Lack of physical business location detail. "Executives hide".

      We may return your order and get you a replacement as those are still within your return period. We do apologize for any inconvenience with returning these shoes. You may as well return them at a Skechers store location, there is one near your shipping address at the El Camino Shopping Center.
      If you have any further questions feel free to respond to this email.
      Thank You,
      ******
      Skechers Customer Care

      Hours of Operation:
      Mon - Fri: 6am - 7pm PT (9am - 10pm ET)
      Sat: 7am - 4pm PT (10am - 7pm ET)
      --------------- Original Message ---------------
      From: *****************************
      Sent: 11/23/2022, 10:19 AM
      To:******************
      Subject: Re: Return Label Request Attached-SKK.com

      To Whom This May Concern at Skechers Corporate Headquarters!! URGENT
      When did I indicate of a return? I shared the quality control product and what can be done to resolve this medical foot wear issue.
      What part of that does not make sense to you, whoever you are? What do you expect me to wear in the meantime?
      Please kindly do diligence, provide a logical gesture and rectify this matter. I am very limited with proper walking attire. I expected a higher level of service.

      Flabbergasted,
      *****

      On Tue, Nov 22, 2022 at 9:58 AM, *********************** wrote:
      Hi *****,

      I'm sorry to hear about your recent experience attempting to return your ************ purchase
      I have attached your prepaid UPS label in this email. Please be sure to fill out the item(s) you are returning and the return reason on the form below the label, detach it at the perforated line and include this in the package.
      Please note:
      Once your return is received it can take 5-10 business days for the refund to be processed, you will receive a refund confirmation email when this is done.
      Thanks again for contacting Skechers! If you need any further assistance, please feel free to reply to this e-mail.

      Thank You,
      Skechers Customer Care

      Order# ********

      Business Response

      Date: 12/16/2022

      Business Response /* (1000, 5, 2022/11/28) */
      Hi *****,

      We are sorry to hear you don't love your Skechers shoes. We have reached out to you through email to assist further.

      We look forward to your reply.

      Thank you,
      Skechers Customer Care

    • Initial Complaint

      Date:11/21/2022

      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.
      On 10/10/22, I places an online order with Skechers (Order Number: ****************************** Tracking# ************). I am a teacher and I have worn the shoes since I purchased them at least 4 times a week. Around the last week of October, I started getting sharp pains in the top of my left foot/and the side of my leg. The week of Nov 7th, I started to feel the same pain in my right foot. This pain was getting so bad that I went to a foot specialist today 11/21/22 ($70 dr visit). I told him that I have not dropped anything on my foot or injured it. I told him that I usually wear Brooks/Asics but I purchased the shoes I have on in October. He explained to me that the shoes are likely the cause of the inferior extensor retinaculum pain. The doctor asked me not to wear them anymore. I have been put in a boot (unknow what the insurance will bill me) and on steroids/ibuprofen ($9.38 meds) and I have a follow up appointment on December 13 (another $70 dr visit).
      I paid $92.01 for the shoes that I can not wear anymore so I would like a refund.

      Business Response

      Date: 11/30/2022

      Business Response /* (1000, 5, 2022/11/22) */
      Thank you for bringing this to our attention. We have not had any prior contact from this customer to our care center, we would have happily assisted had we but known. We will have a representative reach out to the customer to follow up.


      Consumer Response /* (2000, 9, 2022/11/28) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      A representative did reach out to me and resolved my issue by refunding my money and providing a prepaid label to ship the shoes back.

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

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