We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/27/2022

      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.
      Order #********

      I ordered shoes on September 6th from skechers.ca. After not receiving a tracking number I emailed Skechers at ************************ They told me I won't get a tracking number until the shoes are in Canada as they are coming from their California facility. It's been 3 weeks. I still have no tracking number and Skechers has stopped responding to my emails. It's beyond the estimated delivery date. My last 3 pairs of shoes have been Skechers, but this is the first time I've ordered directly from your company. Please give me tracking info and deliver the shoes that I ordered.

      Business Response

      Date: 09/29/2022

      Business Response /* (1000, 5, 2022/09/29) */
      Thank you for bringing this to our attention. We will forward this to the relevant department for assistance. Thank you.


      Consumer Response /* (3000, 7, 2022/10/05) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I ended up receiving the shoes after about a month. They are super low quality and don't fit. My last 3 pairs of shoes have been Skechers size 10. They all fit including 2 I currently still wear. Not sure why what you sent me would be different. Also these shoes you sent me have no chance of surviving if they wore outdoors.

      On your website you advertise free returns for elite members but your customer service person has twice not answered the question if I will get a full refund including the shipping.

      Business Response /* (4000, 17, 2022/11/10) */
      Hi we are sorry to hear that this is still a concern. We have forwarded this information to the team in Canada and asked them to further assist. Thank you for bringing this to our attention.

    • Initial Complaint

      Date:09/23/2022

      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 purchased one pair of shoes for 85.52 dollars on 08/16/2022. I suffered heel and ankle pain with the new shoes and was seen by my primary doctor who noted that the shoe was causing injury with the arch support to one foot only. I called Sketchers customer number where they asked for all details and I was told to download and print return label and to place a return form inside the shoebox for a refund. I sent back the shoes. I received an email from sketchers direct stating that the shoes could not be refunded on 09/06/2022 but I could receive an electronic gift card or shoe replacement. Communication ended 09/06/2022. I contacted again with another email on 09/16/2022 and still no response. I called **************** sketchers direct twice and left voicemail with my contact information. I also called sketchers customer service and they escalated my issue on 09/20/2022 and I still have heard nothing back. So I have a charge for 85.52 dollars on my credit card and will soon pay interest on that charge. Had I waited for sketchers direct to replace or provide electronic gift card I would be out of work since 09/06/2022 having to wait on them to get back to me. They have the shoes I purchased and my money.

      Order number ********
      Purchase date 08/16/2022

      Contact information for Skechers direct
      ****************************************************

      Amount paid 85.52 dollars on credit card

      I need my money refunded because I've already purchased a pair of shoes for work and sadly it was at Sketchers outlet. I've been in the food industry for 15+ years and have always loved sketchers non slip work shoes but being robbed this way I will take my business elsewhere.

      Business Response

      Date: 09/26/2022

      Business Response /* (1000, 5, 2022/09/26) */
      Hi, we have directed this to the appropriate department who will reach out to the customer as soon as they are able. Thank you for allowing us the opportunity to assist further.


      Consumer Response /* (3000, 7, 2022/10/10) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I was told I'd be given a full refund once I returned the shoes. I returned and sketchers took my money and shoes for a month with no response or follow up. I purchased another pair of sketchers for work. Had I waited for sketchers to respond to me I would not be working. I did as told by customer service and they decided to keep my shoes and money until I placed a complain through BBB. Company did not call or ask what could be done. They just assumed I'd take an electronic Giftcard and shut up. I shouldn't have to pay interest on two charges. I don't want an electronic giftcard. I want a refund. They can take back their gift are because I will never take my business to Sketchers.

      Business Response /* (4000, 17, 2022/11/10) */
      Hi we see that the department in question assisted with this concern in the only way they were able to. We will forwarded this new comment to them to address. Thank you for bringing this to our attention.

    • Initial Complaint

      Date:09/21/2022

      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.
      December 2021, I ordered a pair of men's tennis shoes in size 11, the order number is ********. I have ordered multiple times from this company and never had any issues, therefore I did not immediately open the package. I recently opened the package and found they had sent me a pair of tennis shoes in a child's size instead of a men's size. I immediately reached out to them to report the wrong shoes being sent and they have refused to allow me to return them for the correct size.

      Business Response

      Date: 10/14/2022

      Business Response /* (1000, 5, 2022/09/26) */
      Thank you bringing this to our attention, and email was sent to the customer explaining that the correct item was indeed sent on 9/12/2022 however we will follow up again. We are sorry that this has been misunderstood and appreciate the opportunity to remedy that.

    • Initial Complaint

      Date:09/21/2022

      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've returned all 7 items in my Canadian online Order ******** in a single box using a single Canada Post return label with tracking number***************** generated from your website. The return tracking information on Canada post says that the return got delivered to you on 20th September. I've tried calling and emailing *********************** but haven't gotten any response about the refund for my returned items. Nobody picks up the calls and there have been no answers to my emails sent to your Canada support team.

      Can you kindly help with the refund of my 7 returned items which total to CAD $626.21 and were delivered to you on 20th September 2022, as your Canadian customer care isn't responding at all?

      Business Response

      Date: 11/15/2022

      Business Response /* (1000, 5, 2022/09/26) */
      Hi thank you for bringing this to our attention. We will forward this to the appropriate department to assist the customer in a timely and effective manner.


      Consumer Response /* (3000, 7, 2022/10/10) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      The response doesn't address my compliant at all. I returned all the 7 items from my Canadian order ******** and it has been 3 weeks now, but I haven't received the refund for the entire order for $626.21 yet. Can you kindly look into this and process my refund on priority please?

      I am attaching the tracking for the Canada post return confirming that my return was delivered to you on 20th September.

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

      Awaiting an early revert and resolution on this.


      Business Response /* (4000, 9, 2022/10/25) */
      Hi ********

      I apologize you have not received an update about your return yet. We have reached out to the other team, and you will have an update soon.

      Thank you,
      Skechers Customer Care

    • Initial Complaint

      Date:09/17/2022

      Type:Product 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.
      "You could 'break your jaw' wearing Skechers shoes!"
      Filed the complaint below directly with Skechers (Ms**********) - Case Number *******. *******, NVPK on 8-9-2022. 'On several occasions, I've stumbled on carpet and hard floor surfaces. It seems as if the shoe gets stuck to the floor. Happened with both legs several times. As a result, I've stopped wearing it now because I am afraid of falling forward.' Shoe was purchased few months ago and barely worn less than half a dozen times, mostly while on business travel (airports, hotels). Similar complaint on this 'walking' shoe has been reported online by 'MANY' customers. I've had many Skechers shoe and I can confidently state that. 'This shoe is a Lemon'. Here's Skechers response 1. They asked for pictures and then based on some label # tried to tell me that the shoe was manufactured in 2020 and so I've owned it for 2 years. When that didn't work, they 2. Offered me 25% discount on my next Skechers purchase. When that did not work, they 3. Asked me to ship the shoe to them 'At My Cost' I did that, and now I've not heard back from them for over 3 weeks despite repeated emails. Yes, not even a confirmation that the shoe has been received by them.
      All I want (at this stage) is a similar replacement that is not a Lemon. If this is not acceptable, I will file a Class Action against Skechers. There are plenty of online complaints against Skechers. It appears they are inundated with complaints. If they think that I no longer have the shoe and so they can ignore me - they got it very wrong. I am not looking for a freebie. I want to watch these guys and blast this on social media.

      Business Response

      Date: 11/17/2022

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

      We apologize for the delay in responding to your inquiry. We have sent you an email with an update regarding your return.

      Thank you,
      Skechers Customer Care


      Consumer Response /* (2000, 11, 2022/11/16) */
      Resolved after extensive follow-up through email and social media. They made me pay the shipping charge to ship their defective product.
      My satisfaction was partial because it involved substantial effort on my part to get this resolved.
      Thanks!

    • Initial Complaint

      Date:09/16/2022

      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 have ordered a pair of shoes from Sketchers. Each time the website says they are in stock. Three times the order was canceled by Sketchers about 4 days after the order confirmation. I have emailed, chatted and called Sketchers customer support many times. They told me to try again on September 12th. It is now September 16th and the order is still in "Processing" mode. As a comparison I also ordered a pair of shoes from New Balance on the same day and NB shoes arrived yesterday. I fear that Sketchers is going to cancel this order again on me. Why do they show these shoes in stock on the website if they are not in stock? All I want is for them to deliver this order.
      Current Order Stuck in Processing order# ********, previous orders canceled by Sketchers: ***************************** I would appreciate any help the BBB can provide.
      Thanks,
      ***

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 5, 2022/09/19) */
      Hi we are very sorry to hear about this, we have been experiencing higher than normal contact volumes causing delays in our responses and we apologize for this inconvenience. We have replied to the email sent directly to us, today 9/19/2022. Please check your spam folder for this email. Thank you for allowing us to make this right.


      Consumer Response /* (2000, 7, 2022/09/19) */
      Update: The shoes have arrived. I guess my calls and chat sessions with customer service finally yielded success. I did mention to them that I had filed a complaint with the BBB. So in the long run after ordering 4 times, 4 phone calls, 3 chat sessions and emails they finally came through, delivered the shoes and did offer me a discount on my next purchase. I am satisfied with the result and we can cancel this complaint.
      Thanks,
      ***

    • Initial Complaint

      Date:09/15/2022

      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.
      Hi ***. Please have the company email only.
      I bought 2 new pairs of Skechers over the past year. I have a few other pairs of sneakers as well. And I rotate them regularly. I wear them because I am a middle school teacher, and I stand on concrete floors all day, and I am not getting any younger so I need the support/comfort. In any case, I wear each pair of Skechers once or twice a week. After a few month of wearing them, holes started forming in the insoles. I let it go, and they got worse. I should have addressed it early on. But now the holes are so bad that I can no longer wear them because it is not the concrete floors hurting my feet, it is the Skechers that were supposed to relieve my aches. I contacted Skechers last month about this, and I have not heard back from them. I have bought their sneakers for years and have yet to contact them over an issue, so I did not know that they have **** poor customer service. It is sad that they do not even give the courtesy of any reply, hence me seeking help with the ***. Again, I am a teacher, so my pockets are not overflowing to where I will continue to ignore an issue and go buy more. Finances are getting tighter, and so when I buy sneakers that do not even get abused, I expect them to perform well - and I feel that is a very reasonable expectation.

      Business Response

      Date: 01/25/2023

      Business Response /* (1000, 5, 2022/10/03) */
      Hi *******,

      Thank you for your patience and for bringing this to our attention. We have sent you an email about your inquiry. We look forward to your reply.

      Thank you,
      Skechers Customer Care


      Consumer Response /* (3000, 7, 2022/10/17) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Hi. I emailed them back with all the pictures that they had wanted (because apparently I am lying about this), and I have not heard back.


      Business Response /* (4000, 9, 2022/10/25) */
      Hi, the customer was contacted again on 10/25/2022 via email and Skechers customer care are awaiting his response.


      Consumer Response /* (4200, 11, 2022/11/03) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I had to reach out to them many times, then to****, then a couple of more times, then a bunch of pics, just to be told send them to us at your cost and we might do something - GREAT!

    • Initial Complaint

      Date:09/09/2022

      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.
      On Aug. 30 I ordered a pair of work shoes from Skechers Direct, Their Afterpay made set up a payment plan and took first payment. Ten days later the shoes ordered have not arrived, and all contact numbers have been turned off. With these numbers not usable I have no way of contacting them. The only conclusion that I can make is that this is either Fraud or theft.

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 5, 2022/09/14) */
      Hi******,

      I'm sorry to hear about your recent experience with your ************ order.

      We have reached out to you via email to the email address in your order. Please reply confirming the information requested so that we can further assist.

      We appreciate your patience and hope to have this resolved for you as soon as possible. We look forward to your reply.

      Thank you,
      Skechers Customer Care

    • Initial Complaint

      Date:09/09/2022

      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.
      August 0f 2022 I purchased 2 pairs of Skechers walking shoes. One pair for my wife ******** who has used the same make and model for 5+ years and loves, and the other for myself (Arch Fit Paradyme) to the tune of $130. After walking in them for a few days we were both quite disappointed with them. In my case every step felt like I was sliding forward out of the shoe even though they were tied appropriately. Every time I went walking my feet felt on fire and my toes cramped up. I also developed large blisters on the backs of both heels, and in the end had Achilles tendon issues. My wife's feet and toes also hurt when walking which she found surprising as she never has that issue with her other GOWALKs over the years. She says that she can feel that they changed something in either the design, or the materials. Of course return policies across the industry are such that once you wear them out of the store there is no coming back, so I am now stuck with 2 pairs of shoes that cause bodily harm will never be worn again!? I find that unacceptable.

      I did contact Skechers support, and received no response what so ever. I also tried sending an email to a VP voicing my experience and concerns, but again no response! I had no other choice but to file this complaint in the hopes that someone from Shechers would respond. I find it very frustrating and irresponsible of them to not engage with customers that have legitimate issues with their products! Please engage and resolve!

      Business Response

      Date: 09/30/2022

      Business Response /* (1000, 5, 2022/09/13) */
      Hi we are sorry to hear of this experience. We have found the correspondence through our customer service department and have replied with instructions to assist further. The response was sent on 9/13/2022. The customer care department is trained to handle these types of requests and will assist once they have received more information.

    • Initial Complaint

      Date:09/06/2022

      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.
      Ordered the shoes 8-28-22. The confirmation number is*********. They were for a gift. The shipping time stated 2-7 days. I have called multiple times to customer service line. (at least 10 times). Was on hold over 20 min each time. I have emailed the company's customer service line 3 times and have not received a reply. It is too late for giving the shoes as a gift. I am now concerned about the company not answering or responding. One of the times I called someone did pick up( 9-4-22) and stated due to the lateness I would receive an email giving me 20% off and that the item was immediately shipped. I never received the email. The inquiry still states the shoes have not been shipped. I am concerned that this is possibly a scam due to no email or telephone response to my complaint.

      Business Response

      Date: 09/28/2022

      Business Response /* (1000, 5, 2022/09/07) */
      Hi ****,

      I apologize for the delay in responding to your email.

      Regretfully, we could not fulfill your shoe order (Skechers.com order# ********) as the shoes you requested ran out of stock in your size before the order was processed. We sent an automated email with updates to the email on file, but sometimes these go to the Spam folder.

      I have sent you an email directly with more details about this cancelation. Please reply to the email if you have further questions.

      Again, we apologize for any inconvenience this might have caused.

      Skechers customer care

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.