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Business Profile

Retail Shoes

Skechers U S A, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Skechers U S A, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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

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    Customer Complaints Summary

    • 190 total complaints in the last 3 years.
    • 49 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/24/2024

      Type:Order 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.
      Yes I ordered a size 9.5 sneaker it didnt fit. Sketchers said order a 10 then send 9.5 back so thats what I did. But 10 was too big so I asked what I had to do to send both back they said print out labels I did this I believe on 10/2 or 10/3 they then said take to *** drop off they would do the rest. Mind you Ive never had to do a return via mail. So I didnt get a receipt.Its now 11/24 still no refund. I contacted them via online chat and via email they said there was nothing they could do cause they never received the returns. So now Im out over 120$ and no sneakers. Cause they stopped communicating.

      Business Response

      Date: 11/26/2024

      An email was sent out to the customer on November 13, asking to reach out to customer service for further assistance. We need confirmation items are sent back to our warehouse. We will once again reach out to the customer to receive documentation that the items were dropped off for a refund. 

      Customer Answer

      Date: 11/26/2024

       
      Complaint: 22600350

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:10/08/2024

      Type:Order 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 bought a black sketchers shoes from ****** size 8.5. I wear this pair very few times since I bought and on 10/7/2024 I discovered a cut on the left shoe on the fabric at like a vent area. I was shocked that it didnt last few times of wearing it. I have all of my shoes from sketchers and I never had any issues. I ask sketchers to inspect the shoes and determine the cause of the defect. Please see attached photos of the shoes. I also request a replacement of the shoes.

      Business Response

      Date: 11/11/2024

      Dear Mr. **************** are sorry to hear about your recent experience with your purchase. If you have not already done so we recommend taking the shoes back to ****** as they can identify if the shoes are defective and will be able to issue a new pair or a credit.

      Thank you for your understanding and we hope you have a great day!

      -Skechers Customer Care

      Customer Answer

      Date: 11/11/2024

       
      Complaint: 22397171

      I am rejecting this response because: I dont keep receipts and the shoes box assumes Sketchers manufactured a reliable shoes that can be used for a reasonable amount of time. I learned that I wont buy Sketchers from ****** again. The photos I attached is showing how the material was not good at some weak points. I was expecting Sketchers to ask to ship the shoes to check their it to determine if it was not reliable. 

      Sincerely,

      **** ******

      Business Response

      Date: 11/26/2024

      Hello Mr. **************** you are unable to return the shoes to ******, we can assist you with returning the shoe to our facility for inspection. We will send you an email with the next steps in this process today and get this resolved for you as soon as possible.

      Thank you for your patience and understanding.

      Skechers Customer Care

      Customer Answer

      Date: 12/06/2024

       
      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. Unfortunately I threw away the shoes and I was not able to return to ******. You can close the case

      Sincerely,

      **** ******

    • Initial Complaint

      Date:09/24/2024

      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 purchased these Sketchers order # SKEC-US705026965 8/11/2024..Order was delivered on 8/19/2024.I have Skechers boots that last a year if not more.The tread on the sneakers is wearing out, after wearing them 10 minutes a day if that (I only wear them to walk the dog). The Arrow sticker is just starting to come off the sole. I have ***** that are 4 years old and the tread is still on them. Just decided to go with Sketchers , because I own the boots. Hopefully, we can work this out.This was there answer..Below Hi ****,I'm sorry to hear that your recent purchase from ************************** is not meet your expectation. If you're not happy with your ************************** purchase for any reason, you may return unworn/defective item(s) for a refund. Thank You,********* Skechers ************* I stated the sneaker were worn for a short period of ******* yes they are worn, defective but worn..I have pictures of the defects, same pictures I sent with the original email.

      Business Response

      Date: 10/15/2024

      Hello Mr. Suter,

      We are so sorry to hear about your Skechers shoes. We went ahead and submitted a replacement order for you. You will receive an email with your prepaid return shipping label. Once the item is returned to us your replacement pair will ship out to you. You will receive further communication with tracking information at that time. Please let us know if you have any questions.

      Skechers Customer Care

      Customer Answer

      Date: 10/18/2024

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 22335143, and find that this resolution is satisfactory to me.



      Sincerely,



      John Suter

    • Initial Complaint

      Date:09/20/2024

      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.
      The big problem is you buy shoes the box should not be coming like someone sat on them and also the shoes shouldnt be like someone just finished walking in them I wiped the shoes down but after receiving things like this I rather just return the pair of shoes

      Business Response

      Date: 10/10/2024

      Hello Mr. Edwards,

      We are so sorry to hear that you received your order in this condition. I do see that a return has been started for both pairs in your order, however, the carrier is not in procession of the package(s) as of yet. Once they are received back at our facility we issue a full refund immediately and send you a confirmation email of the credit. Thank you for your patience and understanding. 

      -Skechers Customer Care

    • Initial Complaint

      Date:08/20/2024

      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.
      Bought 2 pair of shoes one sandal one sneeker. Sneakers were too big sni returned them within a couple of days. Kept the sandals because I wore once even thought they were nothing but plastic and sweaty. Took sneakers back gave me half price. Didnt tell you upon purchase buy one get one half price. Its gouging and untruthful to customers. Poor attitude Ill never but from them again!!!

      Business Response

      Date: 08/28/2024

      Dear Ms. Frage,

      We are so sorry to hear that you had a poor experience with your Skechers shoes and in-store return. When you purchase in store and use the buy one, get one 50% off promotion and later return one pair from that promotional purchase, you would no longer receive that discount. This is why only half the amount was refunded to you. If you were to return both pairs, then the entire amount would be refunded. I hope this makes sense and thank you for your understanding.

      Skechers Customer Care

    • Initial Complaint

      Date:08/02/2024

      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.
      I purchased a pair of shoes on 6/4/24. I wore them for a little bit. I had them in my possession less than 45 days. The bottom / side of the shoe started peeling. I never wore them enough for them to start doing that. I got in contact with Sketchers and they told me to return the shoes and they would look at them. They never once told me that I wouldnt get my shoes back. I waited for the results and they said it was normal wear and tear. They wouldnt refund my money and they hen they wont return my shoes. They gave me a code to save 35% on my next full price purchase. I emailed them back multiple times and told them I want either my money back or my shoes back. They told me I should have read before return the item. The person I was talking to on their chat emailed me and never Mentioned that they dont return shoes. I purchased the shoes on June 3rd. They werent delivered until on or around June 11th. I then sent them back on 7/23. I want my money back.

      Business Response

      Date: 08/16/2024

      Hello ************,

      We are so sorry to hear about your shoes and your experience with customer care. As the shoes returned to us were inspected by quality assurance and were not deemed defective, we can offer you a Skechers gift card credit for the amount paid. 

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 08/16/2024

       
      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:07/31/2024

      Type:Delivery 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 Sketchers size 9. They are the kind without ties. Im a female. I received a pair and they appear to be almost 3 longer than my usual size 9. Could it be that you sent me the mens size 9?

      Business Response

      Date: 08/16/2024

      Hello ****************,

      We are happy to assist you in this matter. However, it doesn't appear that you have contacted Skechers customer care regarding your order and we are unable to locate an order under your name and contact information. We will send you an email today to get this information so we can look into this for you. 

      Thank you,

      Skechers Customer Care

    • Initial Complaint

      Date:07/30/2024

      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.
      I purchase shoes from Kolhs online Purchases 4/13/2024 and wore them a couple of times and the The thread is coming loose where straps cross. It was faulty shoes. So I asked Sketchers give my money back and they said they could only replace them which I didn't want because the way the shoes tore up. She they gave me some to choose from so I did and they sent another message saying they didn't have them so they just sent what I wanted to send. I do not like nor would I wear the shoes they sent. They said I would have to return them to one of their business. Which I do not live near. Please help me with this - they did agree the shoes where bad. Thank you ***********************

      Business Response

      Date: 07/31/2024

      Hello There!

      Thank you for reaching out. We do apologize for the inconvenience this may have caused. We attempted to follow up with you again yesterday via email.

      Thank you for letting us know that you do not live by a store so this option does not work for you as you've stated. We'd like to send you a prepaid label for you to return the shoes, but we are unable to provide a cash refund due to the (purchase) transaction not taking place with Skechers. We'll have one of our agents reach out to you with additional options. 

      Kind Regards,

      Skechers Customer Care

      Customer Answer

      Date: 07/31/2024

       
      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:07/22/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 a pair of boots, hardly worn as Im in prison and probably in all only walked in them for 2-3 miles total. The rubber on the toes is cracking and splitting which should not be happening in shoes that are hardly worn. I have written to Sketchers twice and received no response. I want a replacement pair or a refund as the quality is dreadful.

    • Initial Complaint

      Date:07/11/2024

      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 purchased a pair of sneakers with applied jewels on the back. After only wearing them an hour or two, dozens of the jewels came off. I reached out and at first was told to glue them back on with gorilla glue, but when I pressed and stated too many fell of and it must be a production defect, they sent me a label to return. Instructions say I will be issued a refund or credit; I have not received either. Now that they have the defective sneakers, I am being told they were not defective at all and a store credit will be issued. To date I have not received either but frankly cannot understand how stones applied that came off almost immediately are not a defect. I am wanting a refund-reimburse my original form of payment. Regardless was told several times they sent a store credit which I have not received. Thank you in advance for any help to resolve this you can provide.

      Business Response

      Date: 07/24/2024

      Hello ****************,

      We are so sorry that you still have not received your Gift Card credit. To make sure it is delivered to you I have forwarded the Gift Card information to you via email as well as within your case #******** this morning, 7/24/24. 

      Thank you,

      Skechers Customer Care

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

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