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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:06/26/2024

      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.
      We have bought several pair of Skecher shoes in the last 12 months Skechers is price gouging. To pay $100 for shoes and the treads wear out in a year's time is a defective shoe. I read in the BBB reports on Skechers that many are having the same problem.The treads are so smoothed out, that there could be a safety issue, slip and fall. The shoe itself is in tact and looks fine, but the treads on the bottom are worm out. How can this be?***************************** ************** I would like a call from corporate as to why these expensive shoes wear out on the bottom, while the top is in tact?

      Business Response

      Date: 07/11/2024

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

      We are so sorry to hear about the issue you are having with your Skechers shoes. A member of our customer care team has reached out to you via case #******** to gather more information about the issue and to offer some assistance. We offer a quality assurance program to our customers where we will inspect items in question and if deemed defective, will offer a free replacement pair. Please reply to our email and we will assist you in this process.

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 07/12/2024

       
      Complaint: 21904058

      I am rejecting this response because SO FAR, NO ONE FROM SKECHERS HAS REACHED OUT TO ME EITHER BY PHONE OR email, as it states in Skechers response, to give them more information as they requested in Skechers BBB response.   They assigned me a case # but no one has reached out to me.  

      Sincerely,

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

      Business Response

      Date: 07/25/2024

      Thank you for reaching out and informing us that you did not receive our email that we sent to you on July 10th. We just replied to it so that you are able to see the full thread which also should include the email we sent to you on May 8, 2024. Just in case the email filtered to another folder, you may be able to locate the email by searching for 02208026.

      You may also contact our customer service department and reference your case number which is listed above.

      Thank you for your help!

      Skechers Customer Care

    • Initial Complaint

      Date:06/24/2024

      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.
      I bough pair sandals just wear two weeks But damage tear out i want exchange it but theyre refusing

      Business Response

      Date: 07/11/2024

      Hello Me. ****,

      Thank you for reaching and we are sorry to hear about your experience. A customer care agent has sent you an email, case #********, with our quality assurance information. We offer free replacements if an item is deemed defective by our quality assurance team. Please respond to that email and we'll be happy to assist you through the process.

      Thank you

      Skechers Customer Care

       

       

    • Initial Complaint

      Date:06/19/2024

      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 pickleball shoes which have now started to seperate from the sole of the shoe. Shoes were used once a week to play pickleball. Other than the seperation (outside edge of both shoes by the side of the toes) the the shoes show very little wear and tear. I've contacted Skechers serveral times and finally returned the shoes for evaluation. Heard nothing back until I called the customer support line. At first they couldn't find any info that the shoes were returned. I gave them the tracking number I had and then was told that the shoes were evaluated and found not to be defective. Unbeleivable they found these not to be defective. I asked them to re-evaluate and have someone contact me regarding thier finding.I would expect a company to stand behind thier product. Up til now I've considered myself to be a loyal customer and have several of thier shoes which I have been happy with.After getting such a run around and then returning the shoes at my own cost and being told they were not defective has me questioning if I will ever buy a pair of thier shoes again. So much for being a loyal customer. For more information my case number is ******** and RA# is C-4969.

      Business Response

      Date: 07/10/2024

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

      We hope this message finds you well and we appreciate your continued patience in this matter. As you now, our quality assurance team did not find your returned shoes to have a manufactures defect. As an alternative solution we can offer you a 50% off voucher that can be used on Skechers.com. This voucher also includes free standard shipping. Please let me know if you would like to accept this offer, we can send it to you via email. 

      Thank you

      Skechers Customer Care

      Customer Answer

      Date: 07/10/2024

       
      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:06/14/2024

      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.
      I purchased a pair of womans hands free slip on tennis shoes from JCP not Skechers website. They are FALSELY ADVERTISING, because they don't tell you that after the 1st washing in cold water and air drying the shoes are no longer HANDS FREE SLIP ONS. They need to provide that information in their advertisments. I am not looking for a refund, just want SKECHERS to not FALSELY ADVERTISE!!!! I will never buy SKECHERS again!!!!

      Business Response

      Date: 07/10/2024

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

      We truly regret to hear about your experience with your Skechers Hand's Free Slip-in's. We will forward your feedback to our product development and quality teams. If you are able to elaborate on how the shoe changed after the washing and maybe provide a photo, this would assist in getting to the root of the issue.

      Thank you

      Skechers Customer Care

      Customer Answer

      Date: 07/10/2024

       
      Complaint: 21839323

      I am rejecting this response because:  All I want is for the company to be HONEST in their advertisment.

      Sincerely,

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

    • Initial Complaint

      Date:06/13/2024

      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 shoes through Skechers.com on 5-10-24. I returned them a week later due to their wide fit. They were returned in excellent condition with no obvious signs of wear. I received an email from Skechers on 6-10-24. The email stated they received the shoes but will only give me store credit through a gift card based on the condition the shoes were. They claimed the shoes showed signs of obvious wear and could not refund the full amount to its original form of payment. I requested Skechers to review the shoes again as this might be a mix-up as the shoes were returned in excellent condition. Sketchers replied with no resolution. I have exhausted every remedy to resolve this matter with Skechers.

      Business Response

      Date: 07/10/2024

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

      We truly apologize for the inconvenience caused to you, however, this is our return policy and it is stated on our *********** on Skechers.com. Any return received that is not in new/unworn condition will receive a Skechers Gift Card credit. This credit was sent to you on 6/10/24. 

      Thank you for your understanding.

      Skechers Customer Care

      Customer Answer

      Date: 07/15/2024

       
      Complaint: 21845072

      I am rejecting this response because:

      The shoes were returned in great condition. This is frustrating to say the least with this whole transaction. As a one time courtesy, can Skechers please ***** me a credit back to the original form of payment? Thank you. 

      Sincerely,

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

      Business Response

      Date: 07/24/2024

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

      Thank you for your continued patience in this matter. As a one-time courtesy we have issued a refund back to your original payment method. Please allow 3-5 business days to see the credit reflect on your account. 

      Thank you,

      Skechers Customer Care

    • Initial Complaint

      Date:06/11/2024

      Type:Service or Repair 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.
      On January 8, 2023 I bought two pair of sketchers sneaker Total $97.18 CASE #******** ,I was told at the time if I became a member of the Skechers club I had a two year warranty and free shipping I did I join the membership, may of this year 2024 the sneaker a tear in it I contacted Skechers who told me to send them in I mail them to Skechers July 2024 I contacted Skechers to dispute ,I asked to speak to a supervisor two days later there was no supervisor on May 11 I called again on May 11, 2024 I called and spoke to a supervisor who told me they could give me a 35% discount on my next order but they will not on Will not honor 100% replacement I told had i had a 2 yr warrantee they still insisted they can't honor it I find sketches to be very deceptive

      Business Response

      Date: 06/13/2024

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

      We are so sorry to hear about the issue with your Skechers shoes and our quality assurance process. I see your original purchase of the shoes in question from last year and have issued a Gift Card credit in the amount of $64.79. Please look out for an email with these details today, you can use this Gift Card at any Skechers store in the U.S. or on Skechers.com.

      Thank you for your patience in this matter.

      Skechers Customer Care

      Customer Answer

      Date: 06/14/2024

       
      Complaint: 21835955

      SKEC-US704123527

      I am rejecting this response because:

      The order that's being sent to me SKEC-US704123527, is for a female sneakers I am a male, I tried calling to cancel it customer support is saying that they cannot cancel it even though the item is not shipped ,

      what a mess

      Sincerely,

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

    • Initial Complaint

      Date:06/05/2024

      Type:Billing 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.
      two pair return tennis shoes. Senior citizen, fix income. Credit back to mastercard, I used mastercard to pay but the manager, *****, refuse and wants to give me credit back voucher but I'm afraid the store may close soon, I may lose the money. I do not want that.

      Business Response

      Date: 06/13/2024

      Hello Mr. ********,

      We are sorry to hear of any issues you had in attempting to return your shoes. As per our store return policy, we accept returns for refund for unworn items within 45 days of purchase in the original packaging. If the item is worn or show signs of wear we issue a Skechers Gift Card. All returns are up to the store managers discretion. Please note, Skechers Gift Cards can be used at any Skechers owned store in the U.S. and on Skechers.com. So if that particular store were to close, you would still be able to use the Gift Card.

      Thank you for your understanding in this matter.

      Skechers Customer Care

    • Initial Complaint

      Date:05/29/2024

      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.
      Sneakers worn 8 times in three and a half months already loosing color on bottom.supposed to be black, now turning white.Only one of the pair is affected.Told because they are worn they would not give return.

      Business Response

      Date: 06/12/2024

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

      I'm sorry to hear about the issue you're having with your Skechers shoes. If you have already tried to work with the original place of purchase with no assistance, we do offer a quality assurance program. The item in question is sent into our quality team for inspection and if deemed defective we provide a replacement pair. Please see the link to an article below from our *********** for more information or you can email ******************************* with your purchase information and the issue you are experiencing, and an agent will assist you.

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

      Thank you

      Skechers Customer Care

    • Initial Complaint

      Date:05/27/2024

      Type:Service or Repair 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.
      I purchased *******'s Men's Slip-ins Summits Medium/Wide Sneaker size 11 wide on 7/11/23. They started falling apart and I contacted Skechers and provided them with requested information such as pictures and receipts. Now they want me to send in both shoes and the state that in can take 3 to 4 days for inspection than 3- 4 weeks for replacement. If they look at the pictures, they can clearly see that they are falling apart and are defective. I am 69 years old and do not beat on them. There quote in the email was (We want you to feel confident standing behind our products, and we understand that an important part of that is developing the quality products you would expect from our company. We appreciate you bringing this to our attention) shoe info SN232457W F ***** M 02 Y 23

      Business Response

      Date: 06/12/2024

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

      We are sorry to hear about the issues with your shoes. As clearly stated on our *********** on Skechers.com; we provide our customers with a quality assurance program. It is our policy that any shoes in question be sent into our facility for inspection. If an item is deemed defective, we provide a replacement pair. Upon your decline of this offer we provided an alternative solution which was a discount towards a new pair from Skechers.com. This was declined as well so we'd like to extend another solution which is a prepaid shipping label to assist in the return back to our facility for inspection. If you would like to accept this, we will send the label to you via email.

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 06/13/2024

       
      Complaint: 21764147

      I am rejecting this response because: After getting the second email asking me to send them in after sending them  the requested pictures that clearly showed them being defective and not willing to wait for 4 to five weeks I went out and purchased shoe goo and glued then back together and they look ugly but they work. I woud asume that if I sent them back in they would find some other excuse to reject my claim stating that I shoud not have tried to fix them. If they really wanted to take care of the customer they have the pictures and should do the right thing.

       


      Sincerely,

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

    • Initial Complaint

      Date:05/15/2024

      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.
      Bought a pair if steel toe work shoes that were advertised as waterproof. Shoe sokes have peeled off once they got wet once. Very poorly made. Will probably not purchase from sketchers again due to poor quality of product

      Business Response

      Date: 06/12/2024

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

      We are sorry to hear about this issue with your Skechers shoes. For the fastest possible solution, we recommend working with the original place of purchase for an exchange or credit. If they are unable to assist, we have a quality assurance program where you can send in your shoes for inspection and a possible replacement pair.

      Please see the article at the link below from our *********** for more information or email ******************************* with the purchase information for further assistance. 

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

       

      Thank you

      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.

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