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 USA Inc.

  5010 Jericho Turnpike Commack, NY 11725-2815

• 

  Skechers U S A, Inc.

  4000 Baldwin Rd Auburn Hills, MI 48326

• 

  Skechers Usa Retail, LLC

  2200 Hamilton Place Mall Blvd Chattanooga, TN 37421

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:09/03/2022

  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 have bought more than 15 pairs of Skecher shoes and the quality is rapidly declining with shoes falling apart in 30 to 60 days, while the price is rapidly increasing. I have two of the same navy blue Skecher shoes that have the heel insole falling apart on the inside. The outside of the shoe is fine but the holes in the heels on the inside are due to poor quality workmanship.
  
  Furthermore I joined Skechers online and was promised discounts. However despite the innumerable emails promising me discounts, none of them ever apply to the shoes I buy.
  
  Here are the recent emails received from Skechers:
  August 28, 2022 email - "20% off Summer" shoes
  August 30, 2022 email - August's To Picks Under $75
  August 31, 2022 email - Kick Off Labor Day Weekend with 30% Off
  
  All of these email promotions are UNTRUE bait and switch enticements. As the price of the shoes I just bought were $90 before taxes. I only was able to claim a $10 discount as a result of several previous purchases for which I accrued credits. The advertised promised discounts were withheld from me and not applicable toward my purchase price.
  
  Number:*********
  Date: 09/03/2022
  
  As for Skechers return policy, they say you must return the shoes within 90 days. However I have bought so many pairs of Skechers that I never even began wearing my new shoes until August (to teach school), as I wore my older Skechers during the summer. Yet they began falling apart in just 2 to 3 weeks inside the sole/heel area making them useless (despite the exterior being perfectly fine).
  
  Other shoes don't fall apart so fast. I've had to buy more than 4 pairs of Skechers this year because of how quickly they fall apart now (despite the price rapidly continuing to rise unnecessarily and unjustifiably).
  
  Email me for photos of the Skechers (as they are on my phone and I'm writing this on my laptop).
  ************** - loyal longtime Skeckers user, educator and consumer advocate
  
  **************
  ******************************************

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Hi ****,
  
  I'm sorry to hear about your recent experience with your shoes.
  
  I would be happy to assist further with the pair you are having issues with and the recent order you placed. I have sent you an email asking for more information to assist.
  
  Thank you for the opportunity to make it right for you and your feedback. We look forward to your reply.
  
  Skechers Customer Care
  
  
  Consumer Response /* (3000, 7, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I emailed Skechers to cancel the order over a week ago, but yesterday they mailed the shoes to me anyhow (although the Skechers store told me 2 weeks ago these shoes are not durable and have issues in the heels as I did). Thus I bought 2 pairs of Skechers with a special arch-fit and Go-Go at the Skechers store 2 weeks ago.
  
  I need a full refund on the $90 shoes with taxes and shipping fees refunded plus a full refund for the discount coupons for 30% off promised me in emails but refused at your store and online.
  
  
  Business Response /* (4000, 9, 2022/09/26) */
  Hi thank you for the opportunity to assist. An email was sent on 9/6/2022 with further instructions to aid in assisting in this matter.
  
  
  Consumer Response /* (4200, 11, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't want an email, but a REFUND for the shoes order canceled that was sent to me and fully charged me. I now have to drive to the SKECHERS store in Palmdale to get a refund and this costs me TIME and GAS (MORE MONEY).
  
  Therefore a $120 refund is in order beyond the $88 shoes charge.
  
  The Palmdale store manager told me that particular shoe I received in the mail falls apart in the heal quickly and not to buy it (so I canceled the order, but SKECHERS sent it to me anyway and charged me excessively).

• Initial Complaint

  Date:08/27/2022

  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 placed an order (********) for a pair of kids shoes and got two right shoes and no left. After spending over a week waiting for emails and sitting on hold for hours I finally got someone on the phone. This girl said they would send me out a left shoe and her manager approved 3 day shipping. It's now been a week and no shoe so I call again.
  I spoke with a guy named *** who was snarky and rude and utterly unhelpful. He told me it was my problem and they didn't ship expedited ever.
  I answered the customer survey when I got it and was honest with my issues.
  Tonight I got a call, from someone claiming to be the complaint dept... But then he tried to convince me I bought knockoff Skechers and then proceeded to call me an *****, a crazy b****, and other ignorant names as well as tossing out thinly veiled threats.
  I'm nervous because I didn't think call center employees could access all my information but now I'm worried about what information he has and how he may use it. This guy is obviously a loose cannon and I will never purchase again from Skechers with the knowledge that their employees can harass you if your honest about their service.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Hi ******,
  
  We apologize for the experience you had with one of our representatives. We will make sure to address these concerns to make the necessary improvements in our department.
  
  I have sent you an email with updates about your replacement order. We take your feedback very seriously and we will reach out directly to go over any other concerns you have regarding the call you received.
  
  Thank you,
  Skechers Customer Care
  
  
  Consumer Response /* (3000, 7, 2022/09/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The issue with the order is complete, and I'm satisfied. The larger more frightening issue here is the threatening abusive phone calls I got after their representative stole my personal information from Skechers where I assumed it was safe and now I have constant anxiety and panic attacks that this guy might call more or go even farther and come to my home and hurt or threaten myself or my kids.
  
  Business Response /* (4000, 17, 2022/11/10) */
  We are pleased that the situation with Skechers was resolved however we had no part in the other area of concern.

• Initial Complaint

  Date:08/27/2022

  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 08/27/22, we bought two pairs of shoes from this store. There was promotion for buy one get one 50% off. Upon checking out, I asked the cashier if there's a discount for ********** workers and cashier said she can check. There's another male sales approached and said which discount you wanted to apply, buy one get one 50% off or the ********** worker discount. I said I wanted to check the price first. He said "I'm telling you the buy one get one 50% is cheaper." I insisted on checking the price. He then said oh so you don't believe me. I still insisted on checking the total price and mentioned I bought the promotion shoes earlier this year and was able to combine both. He then said that's not right. First time he scanned the shoes and the price showing in the system which combined the discount and total was $112. He said system has a glitch and used his calculator and told me price is $147 if I used the ********** discount. If I go with the store promotion then it's $127 (did not recall exact price). I asked him you just said the total was $112 with tax how come now is $127 plus tax. He said system is not right and you need to pay this higher price. He was rude and then left
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Contact Name and Title: ****- Supervisor
  Contact Phone: **********
  Contact Email: *******************
  Hi ****
  
  We are sorry about your poor experience at one of our retail stores. We apologize for what has happened and would like to address your feedback. We have sent you an email asking for more details, to the email address provided in this claim.
  
  We look forward to your reply.
  
  Thank you,
  Skechers Customer Care
  
  Consumer Response /* (3000, 12, 2022/09/17) */
  ***Document Attached***
  The company has sent an email asking receipt which I replied right away. Haven't heard anything back since then
  
  
  Business Response /* (4000, 14, 2022/10/03) */
  Hi ***,
  
  We appreciate your patience. We have replied to your email. Please let us know if you have further questions or need further assistance.
  
  Thank you,
  Skechers Customer Care

• Initial Complaint

  Date:08/25/2022

  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.

  Purchased shoes that are defective after four months-Contacted CS and was sent the return process to include pictures which i did-Has been about four weeks and no contact or acknowledgment from Sketchers-Have sent many FU emails and again no contact from Sketchers-Have tried calling with hold times, not acceptable-All u here is we r experiencing extremely high call volume- Extremely poor customer service.
  
  Initial contact: Skechers #********: Voice Call - **********
  
  
  
  
  
  
  ;
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Hi *********
  
  I am so sorry to hear that you're having issues with your recent************* order. That is definitely not something that we like to hear about our merchandise and is not indicative of the high quality of service and products we strive to provide our customers.
  
  I have replied to your email with further information regarding your defective claim. I look forward to your reply.
  
  Thank you,
  Skechers Customer Care
  
  Consumer Response /* (3000, 12, 2022/09/20) */
  I was offered to send shoes back-I was told to respond to email in which i did some time ago and a pre paid label would be sent-About a month since and no label-Customer service at its worst
  
  
  Business Response /* (4000, 14, 2022/10/03) */
  Hi ********,
  
  We apologize for the misunderstanding. It appears the label was available through our orders and returns page. We have generated it for you and attached it to an email that was sent to the email address you provided.
  
  Thank you,
  Skechers Customer Care

• Initial Complaint

  Date:08/23/2022

  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.

  Original order date was 8/13/2022, order #********. To date it has still not shipped. I have contacted them numerous time and the responses have stilll not been taken care of. I have placed 3 more orders since then, and all have been delivered. I do not understand what the hold up is. They claim their shipping department is behind. If that is the case, how did 3 later order already have been shipped and received by me. I do not want
  to cancel the order. I just want the items delivered. Not the first time I have complained about this company.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Hello,
  
  We truly apologize for the delay with this order. We have been communicating with ******** regarding the delay and offered to cancel or to wait for the shipment. Customer was okay with waiting and the tracking number was sent to the customer on 08/23/22. The expected delivery of the order is this Sunday. We appreciate the continued patience in this matter.
  
  Thank you,
  Skechers Customer Care
  
  
  Consumer Response /* (2000, 7, 2022/08/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service 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 bought a pair of Sketchers shoes on 6/1/22 and it did not fit. I did return the shoes but did not $103.67. I tried calling them multiple times with no answer.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/01) */
  We apologize for this situation and are looking into the matter. We have found correspondence in our system and will reply with updates as soon as possible. A preliminary message was sent today 9-1-2022 to inform of our assistance. Thank you for your patience in this matter.

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking for a comfortable shoe to wear at work so I went to Skechers since they boast about comfortable shoes and their motto is "The Best in Comfort and Style" Well the style was there, UNO-SR-Black for $76.49 plus the tax, I wore these shoes 1 time to work and by the end of my shift I was crying. They hurt my feet so bad I am in shock that these shoes are sold as the best in comfort, they were the worst! I cannot just give up my hard earned money for these shoes. Please refund my money.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Hello,
  
  We truly apologize that you had this unfortunate experience with our product! A customer care supervisor will reach out to you directly to advise how we can help you. Thank you for your patience in this matter and we hope to have this resolved in a timely manner.
  
  Thank you,
  Skechers Customer Care
  
  
  Consumer Response /* (3000, 7, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate them getting back with me and I did receive an email from customer service asking me if I had tried to return at the store for a credit or exchange. (attached email) I responded but I am unsure if they received the email. According to the policy they do not give refunds for shoes worn and I have already purchased another pair online so I don't need a credit or exchange. I would like a refund please
  See Below
  
  On Aug 26, 2022, at 1:46 PM, Info wrote:
  Hi *********,
  
  Thank you for reaching out and we are so sorry to hear that your recently purchased Skechers are not working out.
  
  Have you already tried returning the pair back to the store for an exchange or credit? Usually they will be able to assist especially if you have your receipt, but if not please let us know and we will provide the next steps.
  
  
  From: ********* ********
  Date: August 28, 2022 at 10:27:11 AM CDT
  To: Info
  Subject: Re: Skechers #********: BBB Case #*******
  Hello ****,
  
  Thank you for responding to my complaint. Since Skechers policy is no refunds if the shoe is worn, I did not try to return them. Since I still needed shoes for work, I ended up buying a different pair from the online store so I no longer need a credit, but I would like a refund please.
  ********* ********
  
  
  Business Response /* (4000, 9, 2022/09/08) */
  Hi *********,
  
  I apologize for the delay in responding to your email. We have reached out to you with more information about your return request.
  
  Thank you,
  Skechers Customer Care

• Initial Complaint

  Date:08/04/2022

  Type:Customer Service 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 bought a pair of shoes from Skechers. They didn't fit so I went to their website, requested a label, printed out the label they emailed me and mailed the package. Now they are saying I didn't use a Skechers label. I did. I used the label they emailed me. At first they said they didn't get the shoes. And now they are saying I didn't use the right label. I have the label they sent me and have even emailed it to them. I just want my money back.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Hello***********,
  
  Thank you for your patience in this matter. Your return was delivered to our facility on Monday 8/08. We have processed the refund to your AfterPay account today. You should receive a confirmation email tonight from Skechers as well as AfterPay.
  
  Thank you,
  -Skechers Customer Care

• Initial Complaint

  Date:08/04/2022

  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.

  Purchased a pair of tennis shoes for my husband in January. The sole started coming apart after about 4 times wearing then, I called customer service I was advised I could mail shoes in or return to the store and they could handle it. The store refuses even after talking to the DM to fix the issue.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 8, 2022/08/26) */
  Hi*******,
  
  I apologize for the inconvenience while trying to get assistance from your local Skechers store regarding your defective claim. We would be happy to assist you. I can see on August 4th, we sent you an email to a different email address than the one listed in this inquiry, asking for some information about the product. We need this information to further assist with your defective claim. I have resent the email to the email address provided in this inquiry.
  
  Having this information is very important to us so that we can assist more quickly. If you have any questions, please feel free to include those in your email response.
  
  Again, I apologize for the inconvenience, and we look forward to your reply.
  
  Thank you,
  Skechers Customer Care

• Initial Complaint

  Date:07/28/2022

  Type:Customer Service 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 emailed Sketchers on 07/26/2022 asking for a copy of my receipt as none was provided at the time of purchase online (never received). I was responded to with a "Thank you for contacting us" and never received my receipt. I called on 07/27/2022 with no response. I chatted with a ********* who was extremely rude and did not attempt to help in anyway, but continued to provide my information. She claims the receipt was sent. However it was never received. A survey on her service was received via email immediately after, so I know the email did not go to spam. After not receiving for a few hours, I contacted chat again and was given the same individual to assist. She said she was not going to argue with me and ended the chat. I still have not received my receipt. That is all that is needed and should be provided with any purchase.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Hello ************,
  
  We truly apologize that you did not receive any email communication regarding your order. Additionally, we are so sorry for the experience you had with our care team member and will be sure to initiate the proper training. We have responded to your email directly with why this happened and attached your order receipt as well.
  
  Thank you for your patience and understanding in this matter.
  
  Skechers Customer Care