Business Profile

Retail Shoes

Skechers U S A, Inc.

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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

Customer Complaints Summary

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

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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:05/10/2024
Type:Product 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 returned a pair of shoes that I paid with my debit card. I did not even wear the shoes so they returned in the same condition when purchased and well within the time frame of their return policy. I was told it would take 5 to 6 business days and the amount would be re-deposited into my checking account. I have called their help desk *************) at least a half a dozen time where each time the individual on the phone said the issue would be submitted to their IT department for resolution. It has been two months and the money has not yet been re-deposited into my checking account.
Business Response
Date: 05/21/2024
Hello ****************,
I'm so sorry for any inconvenience in receiving your refund. After reaching out to the appropriate department several times, it was confirmed that the return done in our store on 2.24.24 resulted in a credit back to the payment provided which was a **** debit card. Please check with your bank for the amount of $81.55 around that date. The credit may take 2-5 business days to reflect back on your account depending on your financial institution.
Thank you,
Skechers Customer Care
Initial Complaint
Date:05/09/2024
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 bought a pair of shoes through amazon and sell by Skechers. When I tried the shoes it was different of quality and fit that the other 6 pairs of shoes that I bought exactly the same size and model. When I try to return it to amazon they said that its problem of Skechers. I wrote to Skechers customer service and basically they said me that it is not their problem because it doesnt come from their warehouse. How can not be their problem when it is sell by Skechers through amazon. I want a solution. A replacement.
Business Response
Date: 05/21/2024
Hello **************,
Thank you for reaching out and we are sorry to hear about your Skechers shoes. If Amazon will not assist you with a return or credit, we are happy to assist through our quality assurance program where we offer replacements if deemed defective. We will send you an email with the information on how to get started. Thank you for your patience.
Skechers Customer Care
Initial Complaint
Date:05/06/2024
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.
Please see the attached complaint letter to their CEO
Business Response
Date: 05/21/2024
Dear ******************,
We apologize for the delay in resolving your case. We are happy to offer a replacement pair for you as well as a pre-paid return label so you do not have to cover the costs back to us. Please let us know if this resolution is satisfactory to you and we will continue communication via email.
Thank you,
Skechers Customer Care
Customer Answer
Date: 06/06/2024

Complaint: 21673335

I am rejecting this response because:
Skecher's agreed to send me a replacement pair of my footwear but when I asked for a status they sent me this insulting message.
Hi *****,
We do have a process and in order to better understand the defect we need the shoes to be returned and evaluated.
Once the item is received the returns department will notify us if the item is eligible for replacement. If you decide you would not like to send in the shoes as an alternative solution, we would still be happy to provide you with a discount that can be used for 35% off a single order on Skechers.com that includes free standard shipping.

Thanks again for contacting Skechers!

Thank You,
*****
Skechers Customer Care

Hours of Operation:
Mon - Fri: 6am - 7pm PT (9am - 10pm ET)
Sat: 7am - 4pm PT (10am - 7pm ET)

Sincerely,
***************************
Business Response
Date: 06/13/2024
Hello ******************,
We apologize for the delay in getting this resolved and appreciate your patience in this matter. We can confirm that your replacement pair is currently processing and will ship from our facility within the next couple of days. Please allow 3-7 business days to receive your new pair and feel free to reply to our current email thread if you have any questions.

Thank you,
Skechers Customer Care
Customer Answer
Date: 06/24/2024

Complaint: 21673335

I am rejecting this response because:
I still have not received my replacement footwear that was promised weeks ago and after one year of dealing with these morons..

Sincerely,

***************************
Business Response
Date: 07/10/2024
Hello ******************,

I hope this email finds you well and thank you for your patience in this matter. It appears that even though your replacement order was submitted back in June, it did not ship out as the item ran out of stock during processing. We have issued a Skechers eGift Card credit for $85.00. You will receive an email confirmation with your eGift Card details by the end of the day.

Thank you for your understanding and have a great day!

Thank You,
Skechers *************
Customer Answer
Date: 07/11/2024

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:05/02/2024
Type:Product 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.
I bought shoes on February 8th of 2024. on the attached receipt you can see that I am returning shoes as well. the returning shoes wore down in a week, and the new shoes that i bought D'lux ****** are completely worn down in less than 3 month.Ive used these shoes (D'lux ******) to walk my dog 4 times a week, and i expected them to last at least a year.I took the shoes to the original point of purchase at Skechers in the Grapevine ***** mall.they told me to contact Skechers customer service and assured me that they would take care of me.On April 30th 2024 I contacted Skecher through their business website.On May 1st 2024 sketcher replied with the following:After carefully observing the information and photos, we have determined that the shoes do not meet our return eligibility requirements. As an alternative solution, we would be happy to provide you with a discount that can be used for 35% off a single order on Skechers.com that includes free standard shipping.This solution is not acceptable. I will accept a full refund or a free replacement.
Business Response
Date: 05/06/2024
Hello Ms. ********,
We are so sorry for the inconvenience you've experienced with your Skechers shoes. As the purchase was an even exchange, there is no credit card transaction to refund to, but I am happy to offer you a $40.00 Skechers eGift Card that can be used on Skechers.com or at any Skechers location within the ***
Thank you,
Skechers Customer Care
Customer Answer
Date: 05/06/2024

Complaint: 21657717

I am rejecting this response because:
$40 will not get me a new pair of shoes. I will accept a full exchange only.
A pair of poor quality defective shoes in exchange for a pair of brand new shoes.
The previous exchange on the receipt was from another pair of shoes that fell apart in less than 14 days
#POORQUALITY

Sincerely,

***********************
Business Response
Date: 05/21/2024
Hello ********************,
Thank you for your patience in this matter. You are more than welcome to send your shoes into our quality assurance facility for inspection and a possible replacement pair. We will send you the instructions via email to get this started.
Thanks,
Skechers Customer Care
Customer Answer
Date: 05/23/2024

Complaint: 21657717

I am rejecting this response because:
you did not provide a prepaid label. I will not spend any money on shipping when I have already spend money one very poor quality shoes.

Sincerely,

***********************
Business Response
Date: 06/13/2024
Hello ********************,
After we offered our quality assurance process on May 21st a prepaid return label was sent to you per your request. The shoes were returned to us, deemed defective, and your replacement pair was processed and shipped out to you. A customer care agent has emailed the tracking number to you today.
Thank you for your patience in this matter.
Skechers Customer Care
Customer Answer
Date: 06/17/2024

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:04/28/2024
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.
date of transaction is Dec 12 2023 i purchased a pair of Skechers Go Walk in Size 9.5 mens in the color blue i have barely had them 4 months and now the backs are starting to wear out and fall I have tried contacting customer support only to get rude representatives the last one told me there was nothing they could do since i didnt have a receipt then she put me on hold i heard hold music and then the phone came back on she must not have known she was off hold she had the audacity to say poor poor man i thought he was a woman just another f****** f***** trying to get over on someone i was appalled i hung up the phone and immediately started crying i have never been disrespected like that
Business Response
Date: 05/06/2024
Hello **************,
We are so sorry to hear about your experience with us. I am unable to find any calls under the phone number you provided, I only see one email to customer care. On April 28th we emailed you the instructions to start a defect claim for your shoes and were awaiting your reply. Can you please confirm if you called using a different number? I'd like to listen to the call to get all of the details so we can address this accordingly.
Thank you,
Skechers Customer Care
Initial Complaint
Date:04/26/2024
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 bought a pair of shoes in October 2023. I never wear them because they are uncomfortable and I went to the retail store to exchange them and the girl wouldn't. She *** that they were woren. I have my receipt and paid $ 60,00. I contacted customer service number ************** and ************** to get no help by anybody. They said there policy is 30 days and not woren. I could go to any store and buy the same product and either return it or exchange it with no hassles or problems. There is no way shoes should be extremely uncomfortable after 6 months when you don't wear them.
Business Response
Date: 05/06/2024
Hello ****************,
We are sorry to hear that your Skechers purchase is not working out for you. However, our return policy is clearly stated on our website. We accept returns to any Skechers store or to our facility using our prepaid label within 45 days (or 90 if you're a Plus Member). If the shoes are unworn and in original packaging, we issue a full refund to the original payment method. If the product is returned outside of the return period or the item is worn, damaged, or not in its original packaging, Skechers will be unable to honor a refund for the merchandise.
We provided a Skechers.com discount via email on April 25th as a small courtesy for any inconvenience.
Thank you,
Skechers Customer Care
Customer Answer
Date: 05/20/2024

Complaint: 21630423

I am rejecting this response because:

The shoes were c*** when wearing them. They made my feet burn and hurt. I went and got a new pair and it stopped.

Thanks,

*************************
Business Response
Date: 05/31/2024
Hello,
If you feel that the shoe has caused discomfort as mentioned in your last message, and you believe there to be a quality issue, we have a quality assurance program. You may return the shoes to our facility for inspection and a possible replacement. Please see this *********** article which outlines the details on how to start a claim: ****************************
Thank you for your understanding.
Skechers Customer Care
Initial Complaint
Date:04/24/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
We placed an order on Fri 4/19/2023, order number is SKEC-US703153718. No shipping has been updated on account but email stating it shipped with an eta of 4/25/2023...we called in to cx service and was rude and not wanting to give us any information on our order just that it says "shipped, and so it should have shipped" claimed to be contacting the warehouse to verify and then said that's going to take hours we will email you IF we find out anything. So I proceeded with asking Skechers to cancel the order and they refused. Not sure if it's a legit Skechers site even, our bank flagged the charges for the order when we placed it, that should have been a warning. We need refunded the $ and order cancelled. Their refusal to cancel and refund the order was not explained just that they can't and won't
Business Response
Date: 05/06/2024
Hello ******************,
We truly apologize for the delay with your Skechers.com shipment. We were unable to cancel your order because the order was "Shipped" on our end, which meant it had left our facility. The carrier experienced delays in shipping that day, unfortunately, which is why it was not delivered until 4/30. However, since the package has since been delivered you may return it at your convenience by starting a return on Skechers.com on the "Orders and Returns" page or from within your account. Thank you for your patience and understanding.
Skechers Customer Care
Customer Answer
Date: 05/07/2024

Complaint: 21618582

I am rejecting this response because:

first they did not leave your facility in the time promised. Youre lying here saying they did. Creating a label isnt shipping something and thats all you did. Second the shoes will be being returned this weekend along with a scene showing bank statements and the fraudulent activity you committed (quadruple charging that showed up since the original complaint and cost me 75 dollars to correct). Please do not lie in a professional and legal communication area again. Lastly they delivered days after the advertised time and days after when they were needed. So no this isnt settled by a long shot and will most likely end up with me going to small claims court.

Sincerely,

*****************************
Business Response
Date: 05/21/2024
Hello ******************,
We understand your frustration and do apologize again for the inconvenience. Unfortunately, once the packages leave our facility and are shipped in our system, we are unable to cancel them. Additionally, we are unable to control the package once it is in the carrier's possession. As a small courtesy for this delay, we would like to offer an additional 35% off to your order as a partial refund if you'd like to keep the product. Please let us know and we will issue the credit to your payment method.
Thank you,
Skechers Customer Care
Customer Answer
Date: 05/22/2024

Complaint: 21618582

I am rejecting this response because: they have lied and still not made the order right. I had expedited shipping that they removed 3 days later. I spent 100 in gas round trip to return the completely unacceptable shoes they sent over almost 2 weeks after the promised time. The glue literally came unattached at the sole when I was showing store manager how poor the product was manufactured and that they werent even the shoes ordered. The order had NOT shipped until the day before they responded to BBB. I have my money back but not my wasted time or frustration. My bank listed them as a fraudulent business which means anytime anyone purchases Skechers. They have to call the bank to clear fraud warning. Buyers beware absolute junk company to deal with. If you must have Skechers buy them in person only.

Sincerely,

*****************************
Initial Complaint
Date:04/23/2024
Type:Product 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.
Placed an order on 2/19/24 (#SKEC-US702178135) for walking sneakers to bring on a vacation. Chose the Arch Fit Arcade On My Way based on the way they were advertised. I did my due diligence and broke the sneakers in by wearing them to the grocery store a few times before my trip where I knew I'd be doing a lot of walking around downtown *************. Right off the bat I knew there was an issue with the design: my heels slipped out the back when walking! These particular sneakers don't have traditional laces, they are tied off. I figured out a way to make them tighter, and my heels didn't slip out as much, but they were not perfect. Fast forward to my vacation. I walked maybe 15 minutes in them and my feet were killing me -- and it was not the arch. My heels/ankles were aching. It's almost like there NO padding or support for the heels/ankles. I have tried many pairs of walking sneakers and have never experienced the heel/ankle pain that these sneakers caused. I had to stop walking to rest my heels/ankles and make everyone wait for me. Even my flat Vans sneakers don't make my ankles/heels feel the way these did from walking in them. I was very annoyed that I thought I planned well and purchased a good walking sneaker and it turned out to be a nightmare instead. These sneakers are marketed as "supportive" "comfortable" "Podiatrist designed" "Insole reduced shock" -- I found none of these things to be true. I never expected this from a sneaker marketed the way this one was. They are okay at best, for short term walking. They are poorly designed, and no truth in the marketing. I contacted Skechers customer service for a refund and got the runaround-- saying that I cannot return a worn sneaker. We went back and forth until I mentioned they are defective and they were willing to listen. I emailed them again for my case to be reviewed and they ghosted me. I have tried many times to contact them after they were being responsive and have to assume it's intentional.
Business Response
Date: 05/06/2024
Hello **********************,
We are so sorry to hear about your experience with your Skechers shoes. On April 25th a supervisor emailed you to let you know that once the item is returned to us we will issue a refund as a one-time courtesy. Once we receive the item back the refund will be completed, and you should receive an email confirmation.
Thank you,
Skechers Customer Care
Customer Answer
Date: 05/07/2024

Complaint: 21615361

I am rejecting this response because: I am waiting until I actually receive the refund to consider this resolved. I used the provided label and mailed the item on 5/1 and it's supposed to arrive today to the warehouse. Once I receive my refund, I will let you know.

Sincerely,

*************************************
Business Response
Date: 05/21/2024
Hello **********************,
The refund was issued to your original payment method on May 10th. It may take 3-5 business days to reflect on your account. Please let us know if you have any questions.
Thanks,
Skechers Customer Care
Customer Answer
Date: 06/03/2024

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:04/20/2024
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.
On 4-12-24 I ordered and paid for 1 pair of Hot Pink Women's shoe in Size 8 on the Skechers website. The style number for the shoes is 129501HPPK. Then on 4-14-24, I ordered and paid for 1 Women's Purple Hoodie Size Large. The style number for the hoodie is #JA69PRLB. Both were supposed to be delivered on 4-19-24 by *** but neither was delivered to me. I filed a claim with *** for both of these items and my claim number for the shoes is 1554466501A and my claim number for the hoodie is 541838201A. However, *** said that they cannot find my packages in the system, and I need to reach out to Skechers because they are the senders. I have not been able to reach anyone with Skechers so I am going this route to see if you can help me. I have been a loyal Skechers member for over a decade and I am very disappointed to be treated this way. The cost of the shoes was $82.68, and the hoodie is $36.25. I would greatly appreciate any help that you can provide to me.
Business Response
Date: 04/26/2024
Hello **************,
We are so sorry for any inconvenience you may have experienced with your Skechers.com deliveries. On 4/22, customer care issued two replacements for these orders. We will send you a private email with your tracking numbers for these items.
Thank you,
Skechers Customer Care
Customer Answer
Date: 04/27/2024

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:03/27/2024
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.
I purchased a pair of Sketchers Go Run shoes while on vacation the last week in Oct., 2023. I purchased them at a Bealls store in *******. I filed a complaint on March 1, regarding a defect in the shoes. A hard piece of the shoe had come apart in the heal and felt like a rock, so was unable to wear the shoes. The first reply stated that their policy was to a replace a shoe with a defect within 2 years of purchase. I was told to take several photos, and all information from the label on the inside of the shoe. I sent in everything that was asked for, and then received a response stating due to the manufacturing date of the shoes they were not eligible for replacement. As a consumer, I have never checked a manufacturers date, not would I know how to read that code. I have no idea when shoes are manufactured, I only know that I had purchased them less than 5 months prior than the inside heal coming apart and causing the shoe to be unwearable. I was offered 35% off on another pair of shoes, and was told the defect was due to normal wear and tear. I would like the shoes to be replaced, as their policy states. Normal wear and tear would not cause a broken piece of plastic inside the fabric of the heal of a shoe.
Business Response
Date: 04/02/2024
Hello ****************,
We apologize if our quality assurance program was not explained clearly to you. We accept products to be inspected and possibly replaced if they meet certain eligibility standards. The product must be purchased or manufactured within 2 years from the time you reach out to us. So, if you cannot provide proof of purchase that shows the date of purchase within the 2 year timeframe, we look at the manufacturers date on the inside of the shoe. If that date is not within the 2 years, it is not eligible. As an alternative resolution we provided a discount code that can be used towards a new pair.
Thank you for your understanding.
Skechers Customer Care
Customer Answer
Date: 04/02/2024

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,

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

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