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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

    • 191 total complaints in the last 3 years.
    • 50 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:04/15/2025

      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.
      I placed an order (Order #SKEC-US707882591) on January 20, 2025, through the official Skechers website using a $149.15 Skechers gift card purchased via *******The order was fully canceled by Skechers shortly afterward, and on February 3rd, I received an email from their customer care team stating that they were processing a replacement gift card and I would be notified once the issue was *********** has now been over two months with no further updates. I followed up again via email on April 11, 2025, and still have not received my refund or the promised replacement gift card.This delay is unacceptable. I am requesting immediate resolution in the form of a replacement Skechers gift card or a full refund.

      Business Response

      Date: 04/30/2025

      Dear Mr. *********,

      We are so sorry for the delay in resolving this issue and any inconvenience caused. The balance for the gift card you used was restored on 4/16/25 and is ready for use. 

      Thank you,

      Skechers Customer Care

    • Initial Complaint

      Date:04/07/2025

      Type:Sales and Advertising Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My shoes that I have had less than a year that are their **** on shoe cost me $100.00. They are trying to argue after I reached out that them falling apart does not count for a warranty claim. The shoes from slipping them on have ripped and have given my ankle a ****** blister and they wont replace it. After reaching out they said I could have a 30% discount code but they did not provide a code to use. But I want them replaced because its the material that has ripped and that means that the material is faulty after wearing the shoes as intended.

      Business Response

      Date: 04/17/2025

      Dear Mr. *******,

      We are so sorry to hear about your experience with your Skechers shoes. At Skechers USA we handle purchases made within the ** only. We have reached out to the customer care team in ****** on your behalf to take a second look at your claim. A member from the team should be reaching out to you shortly.

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 04/17/2025

       
      Complaint: 23172174

      Ok maybe it can be escalated internally because I was told there is nothing that can be done via email from the Canadian team and thats really unfair. 

      Sincerely,

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

    • Initial Complaint

      Date:04/05/2025

      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.
      11/14/24 purchase on web a pair of olive sketcher shoe. I got the shoes and tried on to make sure they fit. I then put them back in the box as it was winter. I got the shoes out in towards the middle of March 2025. I noticed two days ago that the top of the shoe is fraying. ************ was notified and I was sent a link. I have to mail them back for inspection. If its defective they replace the shoe. If they deem its not defective they throw my shoes away. I am a Sketcher Plus valued customer. The shoe is defective and at $60 Im not paying to ship them to someone that thinks its not a defect and throws them away. Im not asking for my money back, just replace them. This is the dumbest thing Ive heard. They throw your $60 pair of shoes away. They look new and are fraying at the top. They have a 2 year warranty. Ill take pictures for them so they can see they werent washed, didnt run through mud puddles, or nor have I cleaned them. I told the representative that I wont be buying Sketchers anymore if I cant wear more than two months. She said sorry to hear that Im closing the chat!!!! WOW!!!!Do supervisors know this??

      Business Response

      Date: 04/15/2025

      Hello Ms. Rombyer,

      We are so sorry about your experience with Skechers ************* and your recent ********************** purchase. As you did make this purchase directly from ************************** recently we are happy to provide you with a prepaid return label and replacement pair. We will reach out to you via email with next steps and look forward to resolving this as soon as possible. 

      Thank you,

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

    • Initial Complaint

      Date:04/04/2025

      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 got a pair of Skechers (used) as a gift. Theres a hole in the insole. Requested an insole replacement. ************* said my only option was to send them for inspection. Any shoes sent for inspection are not returned. I asked to speak to the quality assurance team that does the inspections, the representative refused and offered a 35% discount, only 15% more than anyone who places a new order can get. I asked if I could get the old shoes back if deemed not defective enough, they said no. I refuse to ship my shoes out for replacement or inspection without knowing if Ill get a new pair or the old pair will be disposed of, causing major environmental damage if they do this all the time, which, due to poor customer service; Im sure they do. Also, to make matters worse, online it says no shoes 2023 or older will be accepted for defectiveness the email from the representative said anything within 2 years will be accepted. Make up your minds!!!

      Business Response

      Date: 04/11/2025

      Dear Ms. ******************* you for reaching out to us regarding the issue with your Skechers shoes. We are happy to take a look at some photos of the shoes to determine if they would be considered defective and provide you with a prepaid shipping label to return them. We have sent you an email in your case #03694028 requesting these photos and more information about the purchase. We look forward to your reply and getting this resolved for you as soon as possible.

      Thank you,

      Skechers Customer Care

    • Initial Complaint

      Date:04/04/2025

      Type:Sales and Advertising 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 three different pairs of extra wide sneakers from Skechers. After one month I purchased two additional pairs of a certain style that I found most comfortable. Unfortunately, in less than one year I have had 3 sneakers tear in the same place, left big toe. Never had this happened to a pair of my sneakers. The quality of their products are unfortunate. I purchased, in total, 5 pairs of sneakers over the past year and 4 of them have fallen apart.

      Business Response

      Date: 04/11/2025

      Dear Mr. ******,

      We're sorry to hear about the issue you are experiencing with your Skechers products.

      Typically, we suggest working with the original place of purchase towards a replacement or credit. Usually they are able to assist on the spot and send any defective items to our ***************************** If you are unable to work with the original retailer, we would be happy to assist you in returning to us for inspection. Please click the below link to view our quality assurance policy and instructions on next steps. 

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

      If you have any further questions about this process you can reach us via phone, email or live chat, all of which are available through our help center. 

      Thank you,

      Skechers Customer Care

       

    • Initial Complaint

      Date:04/02/2025

      Type:Sales and Advertising 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 purchases a pair of shoes from **************************. The shoes were too small so I wanted to get a bigger pair. I took them to a skechers store but they didn't have the size I needed so I returned them. I had used Klarna to pay for the shoes. The person at the Skechers store didn't know how to do a refund through Klarna so they had me choose which credit card I wanted the refund to go back onto. I gave him the card and I got the refund, the day after the credit was gone from my credit card. I called Skechers today and they told me they couldn't give a refund because I would have had to mail the shoes back to them instead of returning to a store. I had no idea I had to do this. I was told they could not report the return to ****** because I returned them to the store. I am now out of the money I paid for the shoes and the shoes. They said there was nothing they could do on their end.

      Business Response

      Date: 04/08/2025

      Dear Ms. **************** apologize for the inconvenience you've experienced with your in-store return. We are currently looking into your request and have sent you an email today with further questions. We look forward to resolving this as soon as possible.

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 04/08/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:04/01/2025

      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, I bought a pair of sketchers, relaxed air cool memory foam boots about six months ago. I am a trash supervisor and mostly ride in my truck no hard wear and tear on the shoes. The right front shoe is falling apart in the front, the glue is coming and it is pulling away from the soul completely. The other shoe is fine. I feel that this issue lasted at least a year. Is there any kind of satisfaction I can get I buy all the time, tennis shoes, and sandals. Id appreciate from helping this matter.

      Business Response

      Date: 04/10/2025

      Hello Mr. ***********,

      Thank you for reaching out to us and we are so sorry to hear about the issue with your Skechers shoes. We do have a quality assurance policy where we inspect your shoes and offer a free replacement if deemed defective. Please refer to our *********** for more information about this process. If you have any questions or concerns you can reach out to us via email, phone or Live Chat. 

      Here is the direct link to our quality assurance program: **********************************************************************************************************************************************************************

      Thank you,

      Skechers Customer Care

       

    • Initial Complaint

      Date:03/31/2025

      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.
      Return, defective shoes, never received the refund

      Business Response

      Date: 04/08/2025

      Hello Ms. ***************** you for your continued patience in regard to your return order #SKEC-US708437144. Because the prepaid *** shipping label was generated from your account, but not the label used for your return, we did not receive confirmation that it was delivered. Thank you for providing the return tracking details, as we confirmed the shipment was received and we have issued the refund to your original form of payment. You should have received a confirmation email from us today.

      Please let us know if you have any other questions.

      Thank you,

      Skechers Customer Care

    • Initial Complaint

      Date:03/18/2025

      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.
      They sold defective shoes and only want to give gift card did not tell me they would issue a gift card said customers are supposed to read the information online and I the shoes have been worn then they only give gift cards on defective items. ******* the supervisor at the only sketchers help desk call center can not sell the defective shoes that are not the shoes they advertise them to be the sole is supposed to be the same one I have purchased in the past yet after warning them a day I new that was not the sole they said it was. It cause the ***** of my feet so much pain and even in my legs. They did not ask me if I wore them and had me ship them to them and refused to do the refund they said they were doing. If they want to lie about the shoes having this kind of sole why would anyone want a gift to buy another lie.

      Business Response

      Date: 05/06/2025

      Hello *** ******,

      We've received your concerns regarding your ************************** order return. Unfortunately, the shoes were returned to us showing signs of wear and tear and per our return policy, we only refund to the original payment if the item is unworn. This policy is displayed in multiple areas of our website. We apologize for the inconvenience caused and appreciate your understanding. 

      Thank you,

      Skechers Customer Care 

      Customer Answer

      Date: 05/06/2025

       
      Complaint: 23080647

      I am rejecting this response because:
      I talked to real person and they didnt ask anything about why it was returned they are defective and not what advertised.
      Sincerely,

      **** ******

      Business Response

      Date: 05/09/2025

      Ms. ******,

      We understand your frustration with our return policy, however, after consulting with our returns department and viewing the photos, it was concluded that no defect was found, and the shoes were worn. We truly apologize but, in this scenario, an eGift Card is issued. You can use this eGift Card at any Skechers store or online at **************************.

      Thank you

      Skechers Customer Care

    • Initial Complaint

      Date:03/03/2025

      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 sneakers from Sketchers that tore inside in 3 months. I sent photos & a ************** refused to replace them.

      Business Response

      Date: 03/06/2025

      We have reached out to the customer and have provided a return shipping label and are currently waiting for the returned item. Once received, a replacement will be shipped out. 

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

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