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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:02/01/2024

      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 Skechers online on 12/18/23. When I received them, I tried them on and walked around a few feet. I realized they didn't fit correctly so I sent them back. Their website says you can return them within 45 days for a refund as long as they are unworn. I don't count trying them on as unworn. I mailed them back on 1/22/24 via **** and they received it on 1/25/24. They acknowledged the return a few days later. I noticed I didn't have a refund so I sent an inquiry. They came back and said I was getting a gift card for the amount. I CANNOT USE a gift card! I am requesting a refund to my original form of payment.

      Business Response

      Date: 02/12/2024

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

      We apologize for any inconvenience with your return, however, if the returned item has dirty outsoles this is considered worn. Please see our policy in our *********** regarding returning worn items. This information is also stated in our return policy, linked below as well. After inspecting your return, our quality assurance team determined the bottom of the soles are dirty and cannot be cleaned and resold.

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

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

      Thank you,

      Skechers Customer Care

    • Initial Complaint

      Date:01/30/2024

      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.
      This was ordered on 1/24/24 and I paid $69.49. Order# SKEC-US701819325. These were ordered brand new. When i received them they were full of marks, scuff marks, etc..... Not what I expect from Sketchers as all I buy is Sketchers for work. These were really disappointing. I would either like a refund or please send me an actual new pair please. Either way I will be satisfied.

      Business Response

      Date: 02/12/2024

      Dear ****************************,

      We are so sorry to hear about the issue with your new Skechers purchase. We have started a return for this order and once received back at our facility we will issue a full refund. Our customer care rep has also emailed a discount code to you that can be used to place a new order on Skechers.com at your convenience.

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 02/13/2024

       
      Complaint: 21222316

      I am rejecting this response because: please send me a new pair or refund the purchase. I have not received anything about a return or code. I dont want a code just want a new pair or to be refunded as soon as possible

      Sincerely,

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

      Business Response

      Date: 02/22/2024

      Hello,

      The prepaid *** return label and return instructions were emailed to you on January 30th, however, we have resent this email to you today; subject reads "Skechers #********:"

      Once your return is received, we will issue a full refund and if you'd like to try a different style we included a discount code in the same email.

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 03/05/2024

       
      Complaint: 21222316

      I am rejecting this response because:

      Ive not received any email nor a refund or replacement pair 

      Sincerely,

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

    • Initial Complaint

      Date:01/25/2024

      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 ordered an egift card for $100 for my mom for Christmas. It was supposed to be emailed to her and she never received it. I contacted sketcher about this through their website and they have NEVER responded back. There is also no other way to contact them. Because I ordered it on their website, I dont have an order number but I have proof with my bank that I ordered it. I even sent the screenshot in my email to the company and NOTHING.

      Business Response

      Date: 01/26/2024

      Hello Ms. *************** truly apologize for missing your email regarding your eGift Card purchase. It looks like the email with eGift Card details was sent to you on Dec 24th and Jan 7th, however, it was not sent to the recipient. This was an internal error that has now been resolved and we truly do apologize for the inconvenience. We are happy to send out the eGift Card email directly to the recipient on the order today. 

      Thank you for your patience and understanding. 

      Skechers Customer Care

    • Initial Complaint

      Date:01/23/2024

      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 got a pair of Skechers Afterburn memory foam shoes and after only wearing them a couple months the stitches on one shoe comes apart. After reaching out to Skecher and emailing all the required documents and photos they offer me a 35% discount on another pair. I am a disabled vet and can't afford to buy another pair of shoes even with a 35% discount. This is unacceptable. The case number is ******** and the lady who helped me is named *******. Do not do business with this company their warranty is worthless.

      Business Response

      Date: 02/12/2024

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

      We truly apologize for the inconvenience with our quality assurance procedure. On 2/09 we went ahead and shipped out your preferred replacement style via ****** and it will be delivered to you today, 2/12. Thank you for your patience in this matter.

      Skechers Customer Care

    • Initial Complaint

      Date:01/23/2024

      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 bought shoes like more than 30days but use like week. $90 shoes was small break. Store doesnt want to exchange or refund. ******* name is ****** , he was so bad angry face.163-11 Jamaica.** . Product so bad or poor material.

      Business Response

      Date: 02/08/2024

      We apologize for the negative experience you encountered when attempting to return your Skechers shoes. We have offered an electronic gift card for the full purchase amount via email.  The gift card has no expiration date and can be used online at skechers.com or at any Skechers store towards a more suitable item. Thank you for your patience and we look forward to your response to our email.

      Customer Answer

      Date: 02/08/2024

      I want my money back 

      Customer Answer

      Date: 02/08/2024

      I want my money back 

    • Initial Complaint

      Date:01/22/2024

      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.
      Ordered online shoes for $45. Received and tried on only left shoe. Supposed to be slipons. Shoe fit, but heel folded on itself. Called for return address label and returned with reason why. They confirmed receipt of shoes on 11/26/2023. No refund. When calling in January regarding refund, they said shoes were worn and sent gift card via email to be refunded at their store. Nearest store is 195 miles away! If anyone wore shoes, it was their employees since I only tried left shoe once and returned with inset still in right shoe. Nothing else from them. Oh, they are looking into it! Yeah right! I paid with credit card. They could refund with check or credit card. NEVER with their gift card which they only sent in january anyway. I would never purchase from them again. Liars and cheats They send messages constantly regarding ads and discounts on purchases - none relating to my refund. Just sent to all customers I would like to complain to consumer affairs but dont know how

      Business Response

      Date: 02/12/2024

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

      We truly apologize for the inconvenience with your returned order. We have issued a refund back to your original payment method. Please allow 3-5 business days for this credit to reflect on your account.

      Thank you,

      Skechers Customer Care

      Customer Answer

      Date: 02/14/2024

       
      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:01/12/2024

      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 want to unsubscribe from Skechers website but there is no feature u do so on their websit. I called the company and they said they would but Lm still getting messages from them daily.

      Business Response

      Date: 01/23/2024

      Hello,

      We truly apologize for the delay in getting your contact information unsubscribed. We have confirmed that your email address was unsubscribed on 1/20/24. Please note, you may still receive emails up to 10 days after this date.

      Thank you

      Skechers Customer Care

    • Initial Complaint

      Date:01/07/2024

      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.
      On the 2 Jan **** (Monday) I made a purchase on Skechers.com for the amount of $90.96 and 4 days later I haven't receive the item that I purchased or got any status of my order .I did try to reach the customer service by email on Jan 5 **** (Friday) but I haven't got any reply from them ,I will like to have this order cancel and a refund.

      Business Response

      Date: 01/22/2024

      Hello,

      We truly apologize if you did not see our email response. ******** care replied to your email on 1/5 at 1:26pm PST in response to your inquiry regarding your order. We were unable to cancel the order as the cancellation window had closed, however, your order was delivered on 1/12. If you do not want to keep this order you may start your free return at Skechers.com by visiting the Order and Returns page. 

      Thank you

      Skechers ******** Care

    • Initial Complaint

      Date:12/17/2023

      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 bought sneakers on November 5th, 2023. I wore them for one day, and couldn't even get through the whole day because they were rubbing my toes so bad. I returned them. They have had my return for a month, and haven't given me a refund or store credit. Every time I write to customer service, I'm told they sent me a link to an e gift card to my email. I have received nothing at my email address or to my spam. I have been told 3 separate times that they have sent an email gift card. So, they accepted my return, took my money, and have given me nothing. I'm so disappointed because I really liked the company.

      Business Response

      Date: 12/20/2023

      Dear **************,

      We truly apologize that you have not received your return credit. Since you have not received our attempts to re-send the credit email I have copied the information within your email case #******** and sent it to you today.

      Thank you for your patience.

      Skechers Customer Care

      Customer Answer

      Date: 12/20/2023

       
      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:12/16/2023

      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.
      On 8/21/23 I purchased a pair of sketchers thermoquake sneakers for my son. He used these shoes for approximately 3 months of normal use and the shoes completely fell apart. I contacted customer service on case # ********. Each time I got a response it took several days and multiple follow *** to hear anything. After waiting weeks I was finally told they would not help me other than offering a discount on purchasing new shoes. I already purchased shoes and did not get full use out of them. I asked for the issue to be escalated as I was not satisfied and have since been ignored.

      Business Response

      Date: 01/02/2024

      Hello,

      We are currently in contact with this customer to assist him with a replacement pair.

      Thank you,

      Skechers Customer Care

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

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