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Business Profile

Retail Shoes

Skechers U S A, Inc.

This business is NOT BBB Accredited.

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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:11/14/2022

      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.
      Spring of this year tried to order Go Golf Drive 5 Size 10 Black Relaxed Fit golf shoes on line to replace from prior year. Relaxed Fit did not appear on website. Saw only "extra wide", which I thought must have replaced "Relaxed Fit" so I ordered. When they arrived I found they were much too large so I returned and received on line gift card for $130. When I called I was told I would be notified when "Relaxed Fit" described above was available. I never was. Saw in Sept. ad on Skechers website for what appeared to be referenced shoes, so I ordered. What arrived was "Arch Fit" which did not have roominess in toe area I was looking for, so I returned them. ON 10/13 received email that shoes had been returned and a credit of $23.50 would be applied to credit card and I would receive online gift card of $121.50. Since then I have repeatedly communicated with Skechers, by email and phone Skechers in an effort to either get the right shoes or my money back. In a phone callout two weeks ago the rep said she could do neither because the "Arch Fit" shoes had been worn - they weren't except to try on and walk around, but I would get a call from someone on "the management team". No one has called. Today I called again and when someone answered after about 50 minuets, I gave her my name and she hung up. I am uncertain about all the dates, but the foregoing is substantially accurate. All I want now is my money back. $121.50

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 5, 2022/11/15) */
      Thank you for bringing this to our attention. We apologize for the difficulty had in attempting to get a resolution. A lead member of the Customer Care department will reach out to the customer directly. Thank you for your patience and understanding in this matter.

    • Initial Complaint

      Date:10/28/2022

      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.
      Bought a pair of Skechers Men's Flex Advantage Sr Work Shoe, Black, 10.5 W US (Shoes) off their amazon store. Shoes have come apart. This is not the Skechers brand Ive come to know. Its as if they started cheaping out. I have a 2nd pair from july 2022 that are starting to fail. Cant be returned to amazon either.

      Shoes didnt last 1yr. Bought a 2nd pair in July 2022. In 2months rubber sole started to come unglued. I contacted Skechers on Jun 26 2022 with support ticket ********. I got no response. Then again with support ticket #******** for the first pair. On Aug 14, sep 10th oct 15th. Each time they asked me to upload some photos and somebody would get back to me. During this time on dates listed I had to keep asking for a response. Finally on oct 26 I get a email asking me to pay for shipping boths ways to "inspect my shoes" and they would possible replace them. No way Ive been waiting to long. Now I just want a refund or gift card for amount paid or a new pair of shoes.

      Business Response

      Date: 01/18/2023

      Business Response /* (1000, 5, 2022/11/01) */
      Hi *****,

      I apologize for the inconvenience you experienced while trying to get assistance with your inquiry.
      A member of our team has reached out to you via email, we look forward to your reply.

      Thank you,
      Skechers Customer Care


      Consumer Response /* (3000, 7, 2022/11/15) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      No I am still waiting for them to get back to me. I was offered a percent off that wasn't high enough to cover new shoes or a pre paid label. Which I gave them then option for a total replacement coupon or a prepaid label. It's Nov 15 and they still haven't gotten back. A rep said they would forward on Nov 2. I would accept until a full resolution is done.


      Business Response /* (4000, 9, 2022/11/22) */
      Hi, on 11/1/2022 we asked the customer for more information in order to assist them. An email was sent again on 11/22/2022. We are happy to continue the process when we receive a response. Thank you


      Consumer Response /* (4200, 11, 2022/12/01) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      On 11-2 they reached out saying they would forward my response. On 11-22 I was offered a prepaid label. I accepted and promptly mailed them the shoes. I don't accept their resolution because I am not guaranteed a free replacement. My shoes are now to be inspected over a few weeks. At their discretion they will replace my shoes if they feel it's a defect. So when we reach that point we can discuss further or close this if a pair of shoes or sent or a free coupon for replacement. Thank you.


      Consumer Response /* (2000, 13, 2023/01/13) */
      They have shipped me a new pair of shoes a month later. they are a different pair but I have had them before. Ill call this satisfied and move on. Was definitely a hassle.

    • Initial Complaint

      Date:10/28/2022

      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.
      This is regarding my refund. My order number is ********. I requested 5 times to refund my money. Almost 5 weeks gone but no response or any refund. I attached the proof of refund

      Business Response

      Date: 11/21/2022

      Business Response /* (1000, 5, 2022/11/02) */
      Hi ******,

      We are sorry to hear you are having trouble getting an update about your refund. We have reached out to the corresponding department in Canada, to assist with this. An update will be sent you via email as soon as possible.

      Thank you,
      Skechers Customer Care

    • Initial Complaint

      Date:10/24/2022

      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.
      I contacted Skechers which they never but once respond to emails so used Facebook to state my Skechers the ends were coming off. Got a address, filed the claim with photos. Extensive photos. After they received the photos for examination they stated yes send them in they qualify for replacement. Remember manufactor date was 2021! I got them in 2022 and had CLOSE UPS of the shoes. The ends did wear from the ends coming off. Even the store which they told me to check first said yes those should not be like that (Kohls) and said we don't send them back but you sure should. Skechers does not pay for the send back, so I spent 20 dollars to send them back, e mailed the tracking number as requested. Heard nothing back and they had them a week. So called today, waited and waited, finally girl answers says they were considered excessively worn. No they were worn like that because of the defect. If I dont' get a replacement I want them back to file in small claims and let a Judge decide if those were excessively worn I am confident no sane person would say they were when they saw how the ends were literally falling off but the whole bottom sole and tops and sides are perfect. This is their way of not replacing them but offering 35 dollars which you minus the 20 gives you 15 dollars for a 70 dollar pair of shoes. They DO NOT RETURN emails. Only once. They could of deemed them that by photos but no in the email they said it qualified. THIS CASENUMBER:************************

      Business Response

      Date: 11/02/2022

      Business Response /* (1000, 5, 2022/11/02) */
      Hi *****,

      We are very sorry to hear of this situation and we want to make it right! A member of Skechers customer care has reached out to you directly through email.

      Thank you,
      Skechers Customer Care

    • Initial Complaint

      Date:10/24/2022

      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.
      end of may/junei purchased 4 pairs of shoes for work, kept 1 pair and was trying to return the other 3 pairs. Still in the original box sent in and their own boxes and never worn. Sketchrs did not send me an invoice so i could return online. So i called and no one will answer the phones. i tried emailing and no response. all i was trying to do was get a return label to send the other 3 pairs of shoes back and get the return back to my card. I tried to deal with my bank but since i had the shoes they said in was better business issue. so i am reaching out to you since this seems to be the only way i can deal with this return. Hopefully you can get ahold of sketchers, my bank could not.my refund is around 234.90 for the 3 pairs. i can send pictures of the shoes and in the box they were sent in and the actual amount and date.Please let me know what can be done to rcv my money back since ive been trying to return unworn shoes.thanks, ********

      Business Response

      Date: 11/14/2022

      Business Response /* (1000, 5, 2022/10/25) */
      Hi, the customer has had interactions with Skechers in May where a credit was given for a missed promotion as a courtesy. Since then there have been no further emails received. A customer care representative will reach out to the customer via email to assist.

    • Initial Complaint

      Date:10/10/2022

      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.
      Date of transaction 8/27/22. Paid $131.29. Return Policy for Skechers Plus members will have 90 days to return. I am a Skechers Plus Member and shipped back my return on 9/10/22 and according to UPS tracking item was received on 9/19/2022 at 10:00am, proof of tracking attached. Skechers site says they'll "send you a confirmation as soon as your return has been processed (please allow 10 business days once the return is received)". I tried calling Customer Service several times (today 10/10, 10/3, 9/26) and no one answers (over an hour waiting each time). There is no email provided on the website and there is no chat feature enabled despite the site saying to contact them this way. Can not get a hold of Customer Service via phone to get a status on this return. Today makes 3 weeks (12 Business Days if you count 4 holidays between today and Sept 19). Site does not show any indication of receipt, no email confirming receipt and my credit card has not been refunded yet. Bought two pairs of sneakers for my Mom and they didn't fit her, she needs the money back please. Both sneakers were returned in one box using UPS tracking Number ending in 9111, and both return slips were included in the box. Thank you

      Business Response

      Date: 11/14/2022

      Business Response /* (1000, 5, 2022/10/25) */
      Hi ********,

      We apologize for the delay in processing this return.
      We have sent you an update about your return via email to the email address you provided.

      Thank you,
      Skechers Customer Care

    • Initial Complaint

      Date:10/09/2022

      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.
      #******** is my order number, this entire orrder was returned UPS tracking number ******************-ALL ENTIRE order returned and I still have not received my refund of $218.00 back to my credit card, please process my refund
      ******************

      Delivered On
      Friday, October 07 at 10:00 A.M.
      Returned To
      MORENO VALLEY, CA US

      Received By:
      DOCK
      Proof of Delivery

      Business Response

      Date: 10/25/2022

      Hi Summer,

      We apologize for the delay experienced in processing your return. We are diligently looking into this and will get back to you with an update via email (to the email provided) regarding your return as soon as possible.

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

      Customer Answer

      Date: 10/31/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      they still owe me a refund for the rent of the order, so far they only refunded 1 shoe when all were sent back

      Business Response

      Date: 11/21/2022

      Business Response /* (1000, 8, 2022/10/25) */
      Hi ******,

      We apologize for the delay experienced in processing your return. We are diligently looking into this and will get back to you with an update via email (to the email provided) regarding your return as soon as possible.

      Thank you,
      Skechers Customer Care


      Consumer Response /* (3000, 10, 2022/10/31) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      they still owe me a refund for the rent of the order, so far they only refunded 1 shoe when all were sent back

      Business Response

      Date: 11/22/2022

      Hi Summer,

      A recent update about your refund was sent to the email address on file. Again, we apologize for the inconvenience.

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

      Business Response

      Date: 11/22/2022

      The customer was accommodated with a courtesy refund to a gift card on 11/21/2022. They are welcome to follow up with customer care if they need any further assistance. Thank you.

      Customer Answer

      Date: 11/28/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I did not want a gift card, please refund my original credit card instead

      Business Response

      Date: 01/12/2023

      Skechers received one item with the provided tracking number in the customers return package. The refund was issued for that one item to the original form of payment. We have issued a Gift Card refund on November 21st for the remaining pairs that we did not receive.

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

    • Initial Complaint

      Date:10/05/2022

      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.
      This is the second time I have had this issue. I should not have given a second chance but have bad arches. I purchased these shoes in February and within 5 months they wore through the top. I don't keep my toenails long or do anything physical in these shoes. I bought them to wear for work as they are all black. I tried taking them back to the sketchers store but was told it was past the 60 day return period and they have been worn. This is the second set that has worn out in lass than 6 months. They are not cheap shoes. They should last at least 2 years when worn only to an office job. And a refund under a year should not even be a question. These are not cheap $20 shoes from Walmart.

      Business Response

      Date: 11/07/2022

      Business Response /* (1000, 5, 2022/10/06) */
      Hi thank you for bringing this to our attention. We have had no correspondence from this customer as of yet so we will reach out to them using the information they provided.


      Consumer Response /* (3000, 7, 2022/10/12) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I responded to their email but have not heard back. The email did advise I would need to ship the shoes back for inspection. I am hoping not at my expense since I feel I have already wasted money on them twice! I send various photos and gave the date of purchase time.


      Business Response /* (4000, 9, 2022/10/25) */
      Hi the customer was contacted on 10/6 with instructions for follow up. Skechers customer care has had no further contact from this customer since but are still willing to assist if they respond.


      Consumer Response /* (2000, 11, 2022/11/07) */
      I was able to get a resolution from the store. Please update my complaint.

    • Initial Complaint

      Date:10/03/2022

      Type:Customer Service 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 submitted a warranty claim for my golf shoes (CaseNumber: ******** and RA# C-4969). I returned the shoes via UPS and the tracking number******************* indicates they received the package on August 8. I included all the information they requested. According to their email instructions, "Once received at our facility; it can take 3-5 business days to clear inspection which would be a total processing time of 3-4 weeks to receive a replacement." I waited over 5 weeks and did not receive any communication from them. On September 15 I sent them an email requesting an update on the status and as of October 1, I still haven't heard back. So in total, it has been nearly 8 weeks since they received my package/claim request and I still haven't heard anything from them. Their instructions say "A member of our team will contact you if there are any questions regarding your return or replacement" and "If for any reason the replacement is not approved, a member of our team will contact you." I want to know if my warranty claim has been honored or denied.

      Business Response

      Date: 10/14/2022

      Business Response /* (1000, 5, 2022/10/06) */
      Hi thank you for bringing this to our attention. The customer was contacted on October 4th and again on October 5th with a resolution in process. Thank you.


      Consumer Response /* (2000, 7, 2022/10/13) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Sketchers contacted on Oct 4 and Oct 5. They said a resolution is in process.

    • Initial Complaint

      Date:10/03/2022

      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 ordered a pair of shoes and within 3 weeks of having them they broke . I contacted the company several times and got a replacement pair sent out. It took several attempts to get through to customer service. The replacement pair of shoes arrived and they also broke in the same manner as the first pair. Now all of the shoes are broken and can't be worn. I'm out 100 dollars and can't wear the shoes. I will try to contact the company again. I want a refund. These shoes are poorly made and need to be taken off the website. Not happy at all ....

      Business Response

      Date: 11/14/2022

      Business Response /* (1000, 8, 2022/10/25) */
      Hi ***,

      We are sorry to hear that you continue to experience issues with your Skechers shoes. I have sent you an email to the email address provided in this inquiry. Please reply to the email so we can further assist you as soon as possible.

      Thank you for being so patient. We look forward to your reply!

      Skechers Customer Care

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

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